Anix, LLC

The customer contacted us 3/13/stating that only their gloss brush was defectiveThe customer did not mention an issue with a second product in their initial contact. Our customer service team responded 3/14/requesting photos of the damage to their item.The customer responded 3/14/
providing photos of the damaged product and advised that a second product had a smell and asked to return/exchange. We responded 3/15/Requesting a photo of the additional itemThis image was not provided. We issued a replacement on 3/16/for the photographed first item and offered to replace the second product if this was returned to our headquarters as no image was providedAs the customer has advised this is a smell issue we requested for the product to be sent back to us to validate the claimPer our Terms of Use we reserve the right to exercise this, a term the client agreed to when the order was submittedBy not sending the product back to validate this claim we are unable to provide assistance as offered. Kylie Cosmetics is not responsible for any shipping fees incurred to return the product back to our headquarters as we do not accept returns, exchanges or issue refunds per our return policy. Per our Terms and conditions, we may decide not to replace or refund a customers product and we may require them to pay all carriage costs and servicing costsThe customer agreed to these terms and conditions when placing their order

Hello,For order Kthe customer was advised the below via email today 7/6:For tracking No worries, we can send another package as a one-time courtesy. Do you have an alternative address, so that there isn't another issue?

Hello, The customer was advised via email today 7/7: "I have reached out to USPS to ask for the location of your package, once I have an update from them I can provide a resolutionPlease note a response from USPS can take up to business days."

Hello, The customer received the below email today 7/7: I have contacted USPS to find out the location of your parcel, and also if it is in the US I have asked them to see if they can update your zip code to Before I can provide a resolution I'd like to hear back from USPS
Please note USPS can take up to business days to respond, once USPS updates me I will email you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11886506, and find that this resolution is That they are sending me another package as their one time courtsey, they have asked for 7-days to process the order thoughThey finally replied after ignoring of my emailsIm just praying that I dont have to go through the same hassle and trouble this time
Regards,
T*** ***

The customer's order has been canceled & refunded. Please note that it takes 7-full business days to show up in their account.In addition, there have not been any inbound emails regarding this order from this customer based on their contact information, including their email
address, see attached

Complaint:
I am rejecting this response because:
Hello, sorry I
haven't got back to youI actually do have some informationafter a month of putting my order inA company sent conformation email ( I will forward you the email they sent me) They also sent me tracking number that doesn't exist at allby the way this is the tracking number 94***I tried emailing the company back but I was blocked from emailing them/My emails was being rejectedI even tried emailing them using other account, It didn't work, I was also blocked from thatalso the company that emailed me was a different accountthis is the email they used Dear m*** ***,Thank you for your order from Kylie Cosmetics! We wanted to let you know that your order (#790) was shipped via USPS, USPS First Class Mail on 8/11/2016. You can track your package at any time using the link below.Shipped To:m*** ***Welsfargo*** * *** ** *** ***MINNEAPOLIS, MN 55403-USTrack Your Shipment: 94***75This shipment includes the following items:Item #DescriptionQtyMatteLip03Candy K | Lip Kit1Thank you for your business and we look forward to serving you in the future!Kylie CosmeticsPhone: Email: Website:
Regards,
M*** ***

Hello, Per the customers email to Kylie Cosmetics they advised that they received Koko which is the name of the shade the customer orderedThe customer wanted to make sure that she received the the correct color, and provided photos of her wearing Koko KIn reviewing the photos it appears the
customer has received the correct shadeThe customer was provided this information via email today 7/

The customer placed a total of five orders on 2/28/We received the following correspondence from the customer relating to these orders: 2/28/requesting the cancellation of one order (K7460536) which was cancelled and refunded.2/28/requesting the cancellation of another order
(K7463095) which was cancelled and refunded. 3/1/requesting the cancellation of two orders (K& K7477189) which were both cancelled and refunded. 3/3/requesting the cancellation of three orders (K7477189, K& K7465026) The customer was advised 3/5/that their order Khad been cancelled and refunded, but that their orders K& Khas already been shipped. 3/6/the customer inquired if they could refuse/return the packagesWe advised the customer 3/6/that we do not accept returns and that this policy could not be waived. We aim to respond to customer’s within hours, however this time can be extended during new product launchesThe customer’s orders were placed during a new launchAs our policy states, all sales are finalWe can cancel orders, as courtesy as our FAQ states all orders are final, upon request that have not entered the packing and shipping processWe also do not accept returns.The customer agrees to these terms and conditions when placing an order with Kylie CosmeticsThis information is listed on our FAQ

Hello, Today 8/via email the customer was advised we are replacing her Poppin' gloss, see below for exact email verbiage: "Hello R***We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you.Processing is 7-business days, once your
replacement package goes out you'll receive an email with tracking.Thank you"

Hello, The customer initially emailed us on this issue on 6/about transit time, and we responded on 6/with requesting the customer’s order number so we can look into it for themThe customer responded on 6/and again on 7/4, pushing her to the front of the email queue with the new
emails and we do answer old emails firstWe responded to the customer on 7/providing the tracking number, and the customer emailed on 7/requesting the location of her packageAccording to tracking LZ88#####86US the package was delivered on 7/If the customer has not received their package we recommend they contact their local post office to trace the location of their package

Complaint:
I am rejecting this response because: I was told repeatedly that I will receive my package in weeks but clearly it has comeI will only resolve this complaint when I receive the package
Regards,
T*** ***

Complaint:
I am rejecting this response because: I WILL RESOLVE THE CASE ONLY IF I RECEIVED MY PACKET
Regards,
M** *** ***

Hello, Today via email the customer was advised of the below: "So sorry you did not receive your items.No worries, we can send another package as a one-time courtesy. Do you have an alternative address, so that there isn't another issue?"

I am rejecting this response because:I've explained many times already the reason I am complaining is because I did not go through any of the payment procedures and my credit card was charged. The company's reasoning is that they do not save credit card information and that I have to manually go through the credit card information. I'm sure that case holds true for most, and hopefully almost all their customers but this was not the case for me. I don't appreciate how the company has dealt with this matter at all, instead of writing me off they should be looking into this issue and perhaps there is a bug in their system. I work for an e-commerce website developer and I know how an online check-out procedure works, but I also know bugs can occur. I'm not even asking for a refund anymore but I'm asking for the company to look into this matter because this is utterly unacceptable that they think I would need DOUBLES of lipsticks, and went through the trouble of two check-out process twice in minutes to purchase doubles. I've purchase from this vendor MANY times before so I know, and this is an order I did not make but I was charged. If this company has issues with their payment systems and security there is a need to look into this matter and not just write me off with "No Refunds". Because I already have the products, I don't need seconds, it isn't a refund if I didn't purchase it. Anyways I'm not even looking for my money back anymore, I knew it was impossible after reading their poor poor customer service, customer service reps, and reviews, but this is a huge security issue because no vendor can charge any customer's credit card without consent, send products they don't need, and feel like the order was justifiable because goods were received. I hope you re-open this case for the company to actually look into this matter seriously, instead of refusing to accept that they may be at fault AND fix any bugs in their system that may cause other customers to fall victims like me, just so they can keep my $300. I've willingly spent over $on their products already, I'm not a customer who's just arguing for a refund because I don't want to spend. But I can't stay silent if they're just taking money out of my bank account without my consent
Regards,
T*** ***

Hello,The package was received back to our hub on 6/27, and on 7/the customer was advised via email, " We are currently processing returned packages; once your package arrives this process can take 7-business daysOnce your package is processed we will have a replacement package sent out to you, and you will receive an email with trackingWe are inside the processing time of our returned back processing time frame that the customer was advised on

The customer emailed from the same email chain times in a row, this will cause the email chain to go the front with the new email sAs we answer the oldest emails first that is why the customers’ email was not answeredToday via email we provided the customer with a return label and advised,
“Please return the damaged product using the pre-paid return label attached, please include a note inside of your package including your name, address, and order numberOnce we receive the product back, we will issue a one-time courtesy replacement package to you; we will contact you once we receive your order! Thank you!”

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12157329, and find that this resolution is satisfactory to me
Regards,
*** ***

Our response time for emails is within hours, and can be extended during and after launchesThe customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emailsWe do answer the oldest emails first that is why her email was
not answeredOn 12/the customer was emailed and advise, "We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to you. Processing is 7-business days, once your replacement package goes out you'll receive an email with tracking."

Complaint:
I am rejecting this response because: this is unacceptableYou should not conduct business this way.
Regards,
K*** ***