Anix, LLC

Hello, Today 8/the customer was advised, "We want to review the emails that you sent us, but we are not able to locate any inbound emails, based on your email [email protected], name T*** ***, and order number K1278164.Based on
tracking LZ88####7864US, it looks like USPS never scanned it in. 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?"

Hello, The shipping time frame for USPS international orders is 10-business days, which is about weeks, and the shipping time frame is listed on our site(see attached)The shipping is a flat rate, and it is calculated by USPSUnfortunately as the customer stated the package was sitting
for about days, sometimes when packages once international packages make it to customs, they aren't updated until they're delivered. Please keep in mind thatcolors will appear different on everyone depending on your skin tone and lip pigmentation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11549069, and find that this resolution is satisfactory to me
Regards,
A*** ***

Complaint:
I am rejecting this response because: There is NO reason for the delay They are shipping orders to others who placed orders AFTER me They have the products to ship to later orders, so they can ship mine to me now If I placed a new order today, my so-called processing time would be 3-days and not 7-days Again, there is no reason to delay my order I did not agree to those terms when I placed the order Ship my order immediately with correct tracking or refund my $ The chargeback is pending their response since I requested refund If they refuse to ship now, then I want a full refund If they refuse that, then my credit card company said they would proceed with chargeback This company is perpetrating fraud by taking money, then not sending products ordered
Regards,
*** ***

Hello,See attached documentation showing the refund was processed in our systemAlso, the refund was time stamped in our system as processed at 3:PM PST onMay I am working on getting the customer the refund code, and I will have an update on the status of this request on 7/

Hello, The customer was provided the only tracking number that we provide for USPS, once the package crosses Internationally we would still use the same tracking number. Today 5/the customer was emailed the below: "No worries, we can send another package as a one-time courtesy for
order K659450. Do you have an alternative address, so that there isn't another issue?"

Hello,We did update the customers ship to address as requested in both of her emails that she sent on 6/10, see attachment (word doc customer address emails change) showing the customers’ email to us to update the ship to addressThe address the customer requested was to *** Park Avenue, Suite
*** New York, NY On 6/the customer was advised that her address was updated per per requestWe updated the address; see attached document (system updated address) showing the address was updated as requestedAs advised on our 6/email, “Unfortunately your order shipped and we can no longer make any changesPlease visit the USPS website and type in your tracking numberThere you should be able to update your address or you can schedule your order to be held at your local post office so that you may pick it up.”

Tracking for the customer's order indicates that the package has not reached the business day threshold for packages when shipping internationallyThis information is provided on our FAQ that can be found on our websiteWe have attached two files, one that reflects that the customers
replacement order in question's tracking, indicating the last offered update was on July 17th, and of our Shipping Policy that can be found on our website before purchasing. Tracking for the customer's order also indicates that the package is in the country of the provided shipping addressThe shipping address we currently have on file for the order in question is provided below.R*** ***In regards to the customer not receiving their package yet, we have issued the following response to best assist the customer based off of the tracking information we were provided."If your package has exceeded the estimated delivery date or is a bit delayed, there is no need to worry! In some cases orders may be delayed either at the post office or at your country's customs location (varies by country)Please contact your local Empresa Brasileira de Correios e Telégrafos office for the most accurate information regarding your order's transit."We recommend that the customer contact the designated post office for further information on their package, based off of the tracking provided by GlobalPost, as it indicates Empresa Brasileira de Correios e Telégrafos as the current handler of the order in question

Hello, For order Kthat the customer is stating she has not received, we requested that she file a missing package claim with USPSOnce she receives the claim number send it ito us so that we can issue her a one time courtesy replacement. For order KI
reviewed the lip gloss photos of the brushes, and I advised the customer I will be issuing her a one time courtesy replacement of Like, Literally, and So Cute

Customer reached out on 4/03/stating that they were missing an item from their orderOur customer service team reached out the same day 04/03/asking for photos of the products they did receive and their packing slip per our policy. The customer responded again on 04/03/with the photos
requested. Our customer service team issued a replacement for their missing item on 04/05/The customer’s replacement order shipped the same day 04/05/Their replacement order was delivered 04/09/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID Since Kylie Cosmetics cannot ship items one month AFTER the order is placed, I gladly accept my cancelled order and refund and now will refrain from doing business with Kylie CosmeticsColourpop has the same manufacture and offers a free item in the event orders are taking long to processI've ordered and received my items all before my Kylie Cosmetics order was cancelledThank you Revdex.com for helping me get my refund since Kylie Cosmetics initially refused to refund me for an order that was never processed.
Regards,
H*** ***

Our response time for emails is 24-hours, and can be extended during and after launches; this information can be found on our website see attachedDuring the time the customer was emailing us, we were launching product, that is the reason our response time was longer than hoursIt looks like
we did ask for photos a second time, as we needed a photo of the product the customer did receive, and this photo was not provided with the previously emailed photosAs we do not issue refunds, see policy attached, we only issue replacements we will be issuing a replacement package of Ginger and Kristen to the customerWe do not refund customs feesUnfortunately this is based on your countries import lawsPlease be aware that depending on your country’s regulations, International orders may be subject to additional duty feesThis information can be found on our shipping page, see attached, and is available to view before placing an order

Hello, The customer was advised on 6/via email that we are replacing their stolen package, see email below: "Sorry for the inconvenience! We'll have a replacement package sent out to you ASAP!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:I would have
been ok with thisAs soon as they told me to open a claim with the post office, and provide the number to them, I didI told them the missing claim ID number is Since I provided that information, I have sent them two emailsI have gotten np response since then!
Regards,
Caroline Eddinger

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11513584, and find that this resolution is satisfactory to me
Regards,
I*** ***

[To
Complaint:
I am rejecting this response because: I have placed the order in JanuaryI have attached the screenshot of the email response from their customer service with the order numberPlease follow up
Regards,
S*** ***

Complaint:
I am rejecting this response because: I have attached a screen shot of the email from Kylie Cosmetics with my order number and the email that I have usedPlease advise if you can view the screen shot that I have attachedI have the email from your company confirming my order and can also email it directly to you as I have in the past, but I have no received a response when I attempt to go directly to your company via emailPlease advise
Regards,
C*** ***

As Nicole has cleared you to make future purchases, you can reorder the items at next launchAlternatively we can offer the option to provide you with a paypal invoice for the items that you might not be able to reorderAs cancellations cannot be reversed we would have to recharge you and make a new orderPlease respond to this request in your existing customer service email chain

Complaint:
I am rejecting this response because: I hope all is wellI wanted to reach back out to you to reopen this caseI STILL have not received the product I orderedI have emailed Kylie Cosmetics at least 5-times without any acknowledgement of my emailI have not asked for a refundI have just asked for the product to be resent out to meKylie Cosmetics did reach back out to you (Revdex.com) requesting I send the last digits of the card I used, in which I did the same day if you look in the case file messagesI also attached my bank transaction and the order from Kylie Cosmetics websiteThis initially became an issue around November 14thIt's now almost December, and this is getting a bit ridiculousIf they look through my order history, I have ordered at least times in the pastI love the company, but at this point I'm scared to order anything else because of this experienceAgain, I just want expedited shipping on the product (the KoKo Kollection) I never received as soon as possibleIf this is not possible, I will kindly take the refund in full, but I prefer the productThank you for your help on this
Regards,
C*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11477695, and find that this resolution is satisfactory to me
Regards,
L*** ***