Anix, LLC

Complaint: 12680092
I am rejecting this response because:I wanted a replacement wet set like rhey said they would send... I waited over 12 days fir them to ship a replacement which was well past the time they told me it would take to send and then they sent me an email stating it was shipped but gave me the tracking number of the previous shipment that was damaged in transit so how can they say they were going to sebd a replacement when obviously they were EXTREMLEY confused to be sending me the tracking number of an old shipment. This was my FIRST order with them and I cant believe all of the trouble I have had to go through to get the Wet Set I ordered.. I just wanted a replacement of an undamaged Wet Set. 
Regards,
L[redacted]

Our processing times for orders are generally 3-5 business days, however, during holidays and launches, the processing times for orders may vary. To inform our customers of this, we have listed on our website that processing times can go beyond 3-5 business days after limited edition launches and...

holidays. This statement provided below can be located in our FAQ for all customers to review before placing an order. "All packages ship via USPS. The processing time for orders is 3-5 business days. After that, delivery time within the United States is 3-6 days, and 10-15 business days internationally. Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience. "We also make this information available in the customer's order confirmation, and have provided a screenshot of in this information in a file attachment to this response. Our records indicate that the order in question, order K6920245, was placed on Nov 22. Since this order was placed during these indicated delayed processing time frames, additional processing times are required. The order in question has shipped as of 12/11. The tracking link for the customer’s order is provided below.Order K6920245 Tracking: 94[redacted]93As this is the case, we have fulfilled all actions required on our side for the order in question. Per the FAQ statement provided above, delivery time for domestic orders will take 3-6 business days. We ask that  customer allow 24-48 hours for the tracking provided to update. If the customer experiences any issues with the delivery of their package, we encourage them to contact their local USPS or to contact our Customer Service Team and one of our representatives will be able to offer further assistance.

Complaint: 11469534
I am rejecting this response because:They did not ship product.
Regards,
J[redacted]

Complaint: 12157477
I am rejecting this response because: it's a basic response, the same one I got when emailing them twice already. I just want an update as to when my items will ship and not have my money taken from me almost two weeks before my package even gets processed. I would accepted it if they gave me a timeframe, but frankly, all they do is copy and paste the same response everytime. I am well aware the processing time is 3-5 days and will take longer, but a timeframe of when my items along with thousands of other people's items will ship would do great. I love this company, have spend probably close to $500 on Kylie Cosmetics but it's ridiculous having your money taken the moment you place your order, complain and get the same response everytime and have to wait almost 3x the processing time. 
Regards,
K[redacted]

Hello,Today via email 7/20 the customer was advised, "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?"

The customer emailed us today 8/10 three times, and our response time to emails is 24-48 hour, see document attached. The customer was emailed today and advised their email was updated and that they were resent their order confirmations for both orders to email [email protected].

Per our policy we do not issue refunds, see attached. Therefore we will be issuing a replacement package of Moon lip kit. 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. Once the customer's' order ships they will receive an email with tracking. We also recommend that when the customer does receive the tracking number that they please continue to check the tracking status periodically. Also if they should have any issues to email into customer service so that we can ensure their issue is resolved.

Hello, The customer was advised that their replacement package will ship out no later than Friday, and as soon as the package leaves the building they will receive an email with the tracking number.

Customer reached out to us via email. Our customer service team requires more information in order to proceed which they have requested. We would be happy to proceed once the correct information is given to us by the customer. Thank you

Per our policy "Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience," https://www.kyliecosmetics.com/pages/faqs. As this is the case processing times can take beyond our normal processing times of 3-5 business days. As we...

aim to be very transparent, and list this information on our website. We are working very hard to get all of our order shipped, and as soon as this order ships the customer will receive an email with tracking.

This customer has been issued a replacement package by our Customer Service Team and has been responded to via email address a[redacted]@yahoo.com  regarding order #K4###937.

I am rejecting this response because I believe they are not taking any responsibility for the services that they did not provide. I feel their response is inadequate as there was one single pice of tape holding the box shut for international shipping and as far as I am aware how I do I know the products were never even placed in the box to begin with. Their response talks about it not being their problem after it leaves the US but for all I know the products never did leave the US.
Regards,
A[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11567466, and find that this resolution is satisfactory to me.
Regards,
C[redacted]

As this product is limited edition we no longer have stock to issue the customer a replacement, therefore we issued a replacement. See exact email verbiage customer was advised below: Hello Lericha, Thank you for reaching out to us. Unfortunately, our birthday collection will not be...

restocked as this collection was limited edition and exclusive to Kylie's birthday launches, and we no longer have stock of your missing  cosmetic bag. We apologize for the inconvenience.You have been refunded $42.00. Please note that it takes 7-12 full business days to show up in your account!Thank you,

As stated under the product description of Boujee, "Debuted as Merry in our Holiday Collection," therefore we clearly stated on our website that Boujee is the same shade as Merry.  I have also attached a screenshot of our website stating this information.  As stated above you...

did receive the correct shades and will not receive a new, swapped shade. We will be upholding our policy advising that all sales our final and we do not swap already issue refunds, see policy below: KYLIE COSMETICS REFUND POLICYWe do not accept returns, exchanges or refunds. All sales are final.

Since the customer had a different address initially, our system sent their shipping confirmation, with their original address for their order. Shipping confirmations are issued via Shopify and our Shopify systems use the address that is provided when issuing shipping confirmations. However, when we update order information for shipping information, we use our system ShippingEasy, as this is our program that generates our shipping label, which we updated for the customers order. To validate this, we have provided a screenshot of this action, indicating that the address on file for ShippingEasy was updated to the address form provided by the customer. We also communicated this information to the customer in our Customer Service email to the customer when we updated their address information and included a screenshot of this statement in our last response to their Revdex.com complaint."Please note that your address will NOT, appear changed on the shipping confirmation you receive once your order leaves our facility." Unfortunately, our policy for all returned packages is for the order be cancelled and refunded. If we were to replace outside of this policy for this customer's specific order, it would be unfair and inconsistent to all other customers that have experienced an issue with a returning order. The order has already been processed and refunded, so we no longer have the funds in question. As we no longer have the funds for the order in question, no further action can be taken with the order, as we cannot issue a replace for the order, and issue a refund. If the customer experiences any address issues with future orders, we recommend that they place orders with our shipping time frames in mind, keeping in mind that during holidays and limited edition launches that processing times may be extended. If they require further action with their address after the order has been placed. we advise that they contact our Customer Service Team before the order ships, or to contact their local USPS once the order has shipped and they can redirect future orders accordingly so the customer may receive their intended order.

A[redacted] did not place an order through our site kyliecosmetics.com, as this is the case we advise A[redacted] to contact the site she did place this order with. We know this order was not placed on our site, because all our  order numbers start with a K and are followed by seven numbers,...

and her order number is 32836. We have not received any emails from [redacted]@gmail.com at our customer service email [email protected].

Based on the provided information (the customer's email address and name) we are unable to locate any successful orders from May. I have attached screenshots to confirm this information. For further assistance with their order, we recommend the customer email our customer service team their...

order number at [email protected].

Complaint: 12157246
I am rejecting this response because: I have email on [redacted]@gmail.com proving I did email they did not reply to any messages till I brought this up to Revdex.com. It will be 2 weeks tomorrow that I dont recieve any confirmation. I want my money back I paid 58 dollars I want my order cancelled and cash back. This is only 58 dollars it isnt anything to this business. 
Regards,
Justine Alvidrez

The customer was advised to,  "please verify the last four digits of the card used to place your order so that we are able to assist you with your request." This request was made to ensure this customer placed this order, and once verified we can then assist the customer.