Anix, LLC

We sincerely apologize for any inconvenience the customer has experienced regarding shipping. As our customers are the top priority, we do our best to communicate any issues regarding order status. Please note, all orders are typically processed within 3-5 business days (this does not include...

weekends or holidays). For orders placed on May 5th, the first day the order exceeded normal processing time was May 15th.We have recently experienced an increase in order volume as result of a recent promotion (during which the customer ordered) which placed us outside of normal processing time frame. A delayed shipment notification was sent on May 16th notifying customers that processing times have been extended to approximately two weeks. This applies to any orders that were placed between May 5th to May 14th. I have attached a screenshot of this specific mailer for reference. Customers were also notified via social media (see screen shot).Their order has shipped. Tracking: 94[redacted]83455183674Please allow 24-48 hours for tracking to update. We also recommend that the customer 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11882661, and find that this resolution is satisfactory to me.
Regards,
B[redacted]

As we review the customer's confirmation email, which I have attached as file “A[redacted] Revdex.com”, we can see that she received her order confirmation from [email protected]. This is not our contact email address or the address we issue confirmation emails from. Our contact email address...

is [email protected], see attached information (file “KC Contact”) from our website Contact Us page. Furthermore this evidence also shows that A[redacted] placed her order through https://kyliecosmetics-us.com. As I have provided an attached document showing her email confirmation from kyliecosmetics-us.com, I have also attached an email confirmation from our website KylieCosmetics.com (file “KC Confirmation Email”) for comparison. In addition all of our orders start with a K and are followed by seven numbers. As we can see in customer's attached confirmation email, her order number only contained ten numbers (#3849582274). Additionally, all of our final totals are in USD, and A[redacted]'sorder confirmation conveys she was charged in British Pounds.As A[redacted] did not place her order through Kyliecosmetics.com she would need to contact the site she did place her order through for a resolution. Therefore we have concrete irrefutable evidence from the customer showing this order was not placed through kyliecosmetics.com.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11432139, and find that this resolution is satisfactory to me.
Regards,
L[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12444576, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Hello, Today 5/25 the customer was sent an email advising her that, her 2 Koko K lip kits will ship in the next 2 business days, once your order ships you will receive an email with tracking.

Complaint: 11728333
I am rejecting this response because: I still have not received or heard back from Andrea with my tracking information. It was promised I would get it in 2 business days. It is now Tuesday and I have not received anything by email ? I would like my lipgloss that I paid for! 
Regards,
O[redacted]

Complaint: 12112077
I am rejecting this response because: I have the email from your company confirming my order and your ugly pumpkin lip kit. Please see attached! 
Regards,
M[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11622252, and find that this resolution is satisfactory to me.
Regards,
V[redacted]

On 12/24 the customer was advised, "It appears your item is outside of our replacement time frame and is no longer eligible for a replacement. Please keep in mind that we have this policy in place in order to be fair to all of our customers. This policy is listed on our...

FAQpage: http://kyliecosmetics.com/pages/faqs Your item was delivered in or at the mailbox at 1:34 pm on October 29, 2016 in LAKE VILLA, IL 60046. Therefore, we will be upholding our policy, and not issuing  a replacement package.

The customer was advised the below via email today 12/1:Hello E[redacted],Your issue has been escalated please note that we are working really hard to get all orders shipped. Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience. This...

policy is located on our FAQ page, see screen shot below:

Hello, Our response time form emails is 24-48 hours. The customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue withthe newest emails. We do answer the oldest emails first that is why her email was not answered. The customer received an...

email today 7/12 advising, “we're very sorry for the mix up! Please send us a picture of the products that you did receive, (with the kits names showing) and packing slip so the stamped initial is visible. We'll get back to you.” Once we have a photo of the product the customer received we can then issue a replacement package of the customers’ order for Koko K order K1601127.

Hello,We apologize for this issue. The customer’s issue was escalated and reviewed 12/19/2017. The customer was issued a refund of the purchase price $9USD. As we have issued a refund for the customer’s product, this complaint has been resolved.

Per our FAQ page (see attached) our response time is 24-48 hours; if a customer continuously emailed Kylie Cosmetics from the same email chain bringing her to the front of the queue with the newest emails. We do answer the oldest emails first. In addition, I did check through the emails we did respond to her emails within 24-48 hours. Our policy for internationally orders is listed on our shipping page (see attached) and the customer is able to view this information before their order is shipped, and before they ship the customer is also able to ask any clarification questions on our policy. The policy clearly states that we are not responsible nor do we pay for any fees the customer might be charged by their country. We do have responses that are specifically catered to answer customers’ questions on inquiries such as customs and additional fees. Due to the customer asking about fees and customs’ she was provided these responses: “Please be aware that depending on your country’s regulations, International orders may be subject to additional duty fees.  Unfortunately this has nothing to do with us, and is based on your countries import laws. This information can be found on our Shipping page. We're sorry for any inconvenience this may cause;” and “when shipping internationally we are required to list a value on the package. Note the value listed must be for the price of the goods being shipped. Any of the fees that you incur when picking up your package are solely regulated by your country, and unrelated to Kylie Cosmetics. This information listed on Kylies shipping page that we are not responsible for any and all fees for international customers.”  Via email on 6/13 the customer was advised, “In the order page under each lip kit we advise, "The Lip Liner sharpens easily in most standard sized sharpeners - just make sure your sharpener is not dull!" We can recommend to go to your nearest department store and consult a cosmetics specialist to advise on a pencil sharpener brand.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12229684, and find that this resolution is satisfactory to me. They finally shipped the order.
Regards,
I[redacted]

Complaint: 11638184
I am rejecting this response because:
There is no resolution, they are only explaining why my email wasn't replied. I have sent them the photos as attached.I will accept the response if the missing items are sent and received in good order. Thank you! 
Regards,
M[redacted]

Complaint: 11787549
I am rejecting this response because: they did nothing to find a resolution for me.  I know how to properly apply the product.  all they did was respond with their faq's and this is supposed to be acceptable??? 
Regards,
[redacted]

Complaint: 11496363
I am rejecting this response because:I am aware that you have a shipping page and a contact page, this is not the point I am making and you are quite aware that I have seen both pages, as I attached them to my previous email.When a customer reaches transaction, this should be made clear then too.As you are aware, your products are very popular and there is, often, insufficient time to navigate a whole website, especially when you are not aware that additional charges may be imposed.When you pay and delivery charges are applied, this would imply that full delivery, to your address is included.Even if I had seen the shipping page afterwards, I would not have been able to cancel as your returns policy states, no cancellations or refunds.This is therefore, a no win situation for the client.How can a company operate fairly in this manner.  You are dealing internationally and have a professional website, there is no excuse to not make all of these facts apparent at the time of transaction. I have also highlighted the sharpener, because you state "most sharpeners" which leads me to believe that in the even of a fault, you would be further covered, even if the sharpener used is new and not dull!!Companies should treat their customers fairly and be transparent, above all, at the time of purchase.I would also like to know how your returns policy can be fair towards the consumer.      I remain firm that my delivery charges should be re credited and your website needs to be far more transparent.    
Regards,
L[redacted]

Hello, Our response time for emails is 24-48 hours, and can be extended during and after launches; this information can be found on our website see attached. The customer continuously emailed Kylie Cosmetics from the same email chain bringing him to the front of the queue with the newest...

emails. We do answer the oldest emails first that is why his email was not answered. We have responded to the customers’ emails, and we are working on getting this issue solved and providing the customer with a resolution.

Hello, The customer is able to view the items in their cart before they click the button for the order to go through, and the items the customer puts in their cart are the items that will appear in their order confirmaiton. In this case the customer has the option to then go back and adjust the items in the card according to what they want to purchase. As advised our policy is that once an order is placed it is final and orders are not able to be returned. We have to be fair and uphold our policies, please note these policies are listed on our website and are available to view prior to ordering. (see policies attached)