Anix, LLC

Complaint: 11754845
I am rejecting this response because: First, yes, I filed a dispute to my card regarding the issue but they reasoned out that I have never return any items to them and they send the tracking details to my card that it was indeed delivered. If you will check, they send me only ONE tracking number that is why if you check it in USPS it is delivered because one package was delivered to me which is the pouch and I already deducted the amount of that pouch in the total amount. I want to point out that I can't accept the replacement of the package because I am already here in the Philippines. They want to send the package in my Philippine address but I also decline because we all know that here in my country they do not ship packages in a door to door basis. So its gonna be a big hassle for me to go to the post office and they will also charge me for taxes. I already paid a lot of money in that package and also for the shipping and tax so I don't want to pay another tax. I already explained this to them but they were always telling me about that no refund policy. Every customers are entitled to get a refund even though they have a no refund policy if they already experience this kind of issue. I am also a businesswoman, I know all the hassle of my customers if they will going to experience this. 
Regards,
[redacted]

Complaint: 12565472
I am rejecting this response because:They emailed me a link to their website and I went to it and it is the same website I ordered from. 
Regards,
T[redacted]

On 9/8, the customer was advised, “I have thoroughly read through this email chain and completely understand the situation. We are sincerely sorry that this issue has been dragged out, and will do our absolute best to resolve your issue. As previously advised, we do not have stock of Heir. Due to...

this we asked if you would like either another Reign lipstick or King K. Generally we do not offer refunds per our policy; however I am able to make a one-time customer service exception to refund you $18.00 for your Heir lipstick for the inconvenience. We will also issue you a replacement package for the Reign lipstick that you returned to us. To ensure accuracy with your replacement order, please provide your full shipping address so I may begin processing your replacement order. To clarify, we will be refunding you $18.00 for the Heir lipstick and replacing your Reign lipstick.” The replacement order of Reign was shipped to the customer on 9/9, and the tracking number is 94[redacted]95.

We have reached our for further information regarding the customers issue they have experienced. We have asked them for photos of this issue on Tuesday 8/8, asking for photos so we may examine the issue they are describing and we have not heard back from them or have been provided and further photos...

for further inspection. We have included a file attachment that reflects the information described above.Furthermore, we reserve the right to not provide further assistance until we receive the requested documentation that indicates the issue the customer has inquired about. When a customer places an order they automatically agree to our Terms of Use, "When you submit an Order to the Site, you agree that you do so subject to these Terms and Conditions current at the date you submit your Order. You are responsible for reviewing the latest Terms and Conditions each time you submit your Order."This information can be found in our Terms of Use (https://www.kyliecosmetics.com/pages/terms-of-use)"In order to provide you with any remedies for a faulty Product, we may need your assistance and prompt provision of certain information regarding the Product, including:your specifying with reasonable detail the way in which it is alleged that the Product is damaged or nonconforming; andyour providing us with any information as we reasonably require.If you would like us to replace or provide a refund for the Product where it did conform to the Order and we (at our sole discretion) determine that the Product has:been misused, abused or subjected to neglect;been involved in any accident or damage caused by an incorrect attempt at use; orbeen dealt with or used contrary to its ordinary use;we may decide not to replace or refund you for the Product and we may require you to pay all reasonable carriage costs and servicing costs."

Hello,  Via email today 7/15 the customer was advised,  "I have reached out to USPS to check the status and location of your package, it can take up to 2 business days for them to get back to me. Once USPS gets back to me I can then provide you with a resolution."

Complaint: 12561384
I am rejecting this response because:Kylie Cosmetics is hiding behind their shady business policies. Reputable businesses are not knowingly accepting orders that they cannot fulfill. Amazon, for instance, is transparent whenever any of their products are out of stock and leaves it up to the customer to decide if they still wanted to order the product or not and accept a longer delivery time. As mentioned in my prior email, this might be the first time that I am filing a complaint with the Revdex.com; however, it is not the first time that I am experiencing having ordered products from Kylie Cosmetics and then never received the product. Based on this experience, I have to assume that many others have experienced the same. And while the company is refunding the credit card charges within 10 days, it raises a question of fraudulent business practices despite operating within their set legal terms of conditions. If the company is accepting orders, knowing that they cannot fulfill them, and taking possession of their customers' money for up to 10 days, it allows them to earn a bunch of interest if they do that with every customer. It appears that this is their primary business purpose, which would be fraudulent. As a result, I will file a complaint with the attorney general of the State of California as well as Department of Justice (FBI) to investigate the company further as the Revdex.com process seems to lead to no protection for the public.  Regards,
T[redacted]

Complaint: 11607519
I am rejecting this response because I have emailed customer service three times now. I don't like being portrayed as a liar. I have sent emails twice, and after the email I sent today it will be my third email. Below I will copy and paste ALL my emails. There are the time stamps in each email I have sent to customer service. I forwarded ALL these emails to customer service AGAIN today. I deleted 3 of the photos because they showed my private information which I wouldn't want to share publicly. Hopefully they finally receive my emails and either give me my money back or provide me with the products I paid for. Thank you. 
Today 10:37 [email protected], As seen in the attached photos and past messages my issue is I only received my lipgloss. I never received my two lipkits. I ordered Posie K and Koko K. You can see that in my receipt, I got my literally gloss however I never received two of the products I paid for. So I would like to receive a refund for the products I didn't receive or my products that I paid for please. I have emailed twice about this issue, both emails included with photos and a description of my issues, however I never heard back from anyone. Hopefully that changes.  Begin forwarded message:From:  <[email protected]>To: "customerservice@kyliecosmeti...⇄ <[email protected]>Subject: Customer ServiceHello,I have yet to hear back from a customer service representative about my situation. I have sent an email on Tuesday about my missing products. Below is the email I sent including photographs. I would like my missing products or my money back for products I haven't received. Thank you Begin forwarded message:From: <[email protected]>To: "customerservice@kyliecosmetics...⇄ <[email protected]>Subject: Missing ProductHello, On my order that I recently received I only received one product out of the three that I ordered. I received the literally gloss however I was missing the Koko K lip kit and the Posie K lip kit. To my email I have attached photos of my receipt and pictures of my box. Thank you in advance for your help in sorting out this situation.

Today 5/30 the customer was advised we are issuing a replacement package of K5825341, and after further research it appears that the package was lost with USPS. The verbiage the customer was advised, " We are so sorry for this issue. We'll have a one time courtesy replacement package sent...

out to you. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11887798, and find that this resolution is satisfactory to me. I have received my gift bags as the company has provided in an earlier e-mail. I apologize for not responding sooner, as I wanted to ensure I received the gift bags first before stating this was resolved. I did receive two gift bags as my initial order had stated back on December 4, 2016 as of yesterday, 12/29/2016.Thank you for your help and fast response in getting this resolved.
Regards,
K[redacted]

Hello, Customer was emailed today 6/1, and advised: "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,Today 5/14 via email the customer was advised their order was manual entered and their package should go out in the next few business days. (excluding Saturday and Sunday)

As we have informed the customer, we have fulfilled all of the required actions on our side. We have issued a replacement package to the desired address for the product in question as a one-time courtesy. Per policy, we only issue one replacement package and if the customer does not receive their replacement package, we cannot send another package. As this replacement is a one-time courtesy, we are unable to issue a second replacement.We are also unable to issue a refund for the order, as we do not issue refunds for replacement orders in transit per our policy.As Empresa Brasileira de Correios e Telégrafos appears to be the current handler of the package in question per GlobalPost tracking, the customer will have to contact them for the best assistance in locating the order in question.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12231971, and find that this resolution is not satisfactory to me.
Regards,
A[redacted]
This is not satisfactory resolution for me but this business is not going to do anything about it. They do not stand behind their product. All I asked was for a replacement. I will not buy from this buisness again. My complaint has been made.

We do not show any email correspondence from email [email protected], therefore today 5/16 we sent her an email stating the below: "We are working really hard to get you your order! We will finish shipping soon! Generally, processing times are 3-5 business days; however due to the...

high volume of orders received, additional processing days may be necessary. We apologize for the delay. If you have not yet received your shipping confirmation, don't worry! Once your order ships, you will receive an email with tracking!"

Hello, Once international packages make it to customs, they aren't updated as much until they're finally delivered. Your tracking may not indicate this, but your package is moving. Please contact your local mailing (Royal Mail) service to check the exact location of your package.

For order K3892601, it appears that your first attempts at purchase were unsuccessful with card 3016,  and your 2nd attempt with card 1053 at purchase was successful. As soon as an order is made the customer receives a screen shot showing their order was sent through, and an email confirmation. In addition, if an order does go through it would show up as a charge on your bank or credit card. In addition, we have spoken to the admin of our site and no credit card information is stored, if the customer wants to place another order they themselves have to re-enter all of their payment information and credit card numbers.

Complaint: 11853411
I am rejecting this response because:According to USPS, their company has only created the shipping label, they have not shipped out the item I ordered 2 months ago. USPS hasn't received my package yet, I don't care about any changes I asked of, I understand it's not possible but what I don't understand is why USPS hasn't received the package yet and it has been 10 days past the day I was told by them that their company "sent" my package already. The attached image clearly shows that Kylie Cosmetics has only CREATED the shipping label, and USPS is still WAITING for my item. So send me my item, I paid for the product, I should get it in a timely manner. It's been almost two months now, this is ridiculous. 
Regards,
E[redacted]

Complaint: 11707832
I am rejecting this response because:
I reject the response made by Kylie Cosmetics because I don't feel it adequately addressed my complaint. I asked for a refund/cancellation BEFORE the shipment was sent out. They have simply disregarded this portion of the complaint and continue to stress certain policies they have published. That would be acceptable if this correspondence began with them giving me a clear timeline of shipment and letting me know that the purchase would be sent the same day. Unfortunately they did not do that which prompted me to request for a refund. This proceeded a lengthy period of time without receiving a response from them followed by a shipment notification which again - is NOT what I had asked for. I feel that they enforce their policies quite arbitrarily and disregarded customer concerns as it suits them. The reason I was originally given for not providing a refund was that the shipment had already been sent out and thus could no longer be cancelled but again, I stress that I requested this cancellation/refund BEFORE the shipment was dispatched. They have not provided an adequate response to this complaint. I do not want these products because I feel this is business operates unethically and this process has been much more trouble than it's worth. All I want, as I've asked continuously to no avail, is a refund so that I can place this extremely unpleasant experience behind me.
Regards,
M[redacted]

As our Hazel Lip Kits were placed on back order, we were not able to issue a replacement for the order that has experienced this issue. As a form of compensation for the issue the customer has experienced, the product for their order was cancelled and refunded. In accordance with our Terms of Service Section 11: Errors, Inaccuracies, and Omissions, "To the fullest extent permitted by law, we reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders at any time without prior notice (including after you have submitted your order) if any information in the Service or on any related website is inaccurate." This information can be found on https://www.kyliecosmetics.com/pages/terms-of-use As a refund has been issued, we cannot issue a replacement, due to the Hazel Lip Kits being placed on back order, and due to the order being cancelled and refunded already. We cannot issue both a replacement and a refund, or offer the option to issue a replacement for items that we currently have on back order and have been refunding for issues such as the one the customer has reported, as this would be unfair and inconsistent to the rest of our customers.The customer will need to allow for 7-12 business days for the refund to be processed. Business days will not include weekends or holidays. If the customer experiences any delays or issues with the refund, they will need to contact their bank for the most assistance, as they will be able to offer further details and ensure that the refund is applied to the correct account.

E[redacted]'s order in question, order 4068, is not an order placed with Kylie Cosmetics. All order numbers that our issued from our website consist of a K, and will consist of 6 to 7 digits.We also have not received any inquires in our customer service inbox from the email address associated with this...

complaint. Attached to our response is a file attachment, which contains a screenshot that reflects that the email address in question has no record of contacting us regarding this order.For the best help, we recommend that E[redacted] contact the company that order 4068 was placed with, as they will be able to provide the most accurate details regarding the order in question.