Anix, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11856762, and find that this resolution is satisfactory to me.
Regards,
E[redacted]

Hello, The customer initially emailed us on 5/17 at 359p advising us of the issue and including photos. Our email response time is 24-48 hour and is listed on our website(see attached). We responded today 5/19 at 930a advising the customer we will issue her a replacement package of the products...

that she ordered.

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]83455113531Please 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.

Unfortunately, packaging can be damaged during transit. Please note, we only issue replacements for damage to the product itself, as previously indicated in our Terms of Use.We do not currently issue replacements or refunds for damaged packaging.

Hello,On our site kyliecosmetics.com on the first page there are tabs that can be clicked to find information on our products and specifically our Store information, see attached. If one puts the mouse over Store Information all of our policies are listed and the customer can click on these options, and this information is always available for customers to view. In addition if the customer does have a question on the any of our policies they can reach out to us via email. For your review I have included an attachment of our policy’s and refund policy, and both of these attachments include information that has been taken directly from our website and is currently listed on our website.

Complaint: 11548964
I am rejecting this response because:The package has been located at the usps shipper never put an apartment number on the label. 
Regards,
R[redacted]

Hello, We are so sorry for the delay. The customer was sent an email today advising her replacement for Dolce K will be processed.

Hello, The customer was advised via email yesterday 7/13 that we will issue a one time courtesy replacement, see exact email below: "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."

Complaint: 11745355
I am rejecting this response because they make it sound as if I was the one who lost my own parcel and order in those emails they have sent me. If someone is emailing you about an issue 3 times then you would at least check, but they are saying it as if they had not seen my emails or anything, why have they hired people for?. After I reported them and then they finally see and decided to reply to me, coincidence?, I think not. 
They have nearly taken a month now to send my order or email about my order, im not the only one they have done this to. This business is one of the worst business, and it says on their own website that it takes 10-15 days for international delivery, not 3-5 weeks 
Regards,
S[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 K6975929, was placed on Nov 23. Since this order was placed during these indicated delayed processing time frames, additional processing times were required. Per the customer's request, we had proceeded to cancel the order in question and issued a refund for $144 USD. The refund will take up to 7-12 business days to process, business days will not include weekends or holidays. If the customer experiences issues in receiving their refund, we recommend that they contact their bank they use for the payment form used to place the order, to ensure that the refund was applied correctly.

Hello, I understand the customers' confusion that is why she was advised that I would confirm with USPS and get back to her. Confirming that the customer was provided with the correct tracking number. Also today the customer was advised that USPS stated the package stopped moving in the US. The customer was advised that we can send a one time courtesy replacement package via email today 7/8.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12567454, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

Hello, Today 5/27 the customer was advised: "No worries, we can send another package of K703581 as a one-time courtesy. Do you have an alternative address, so that there isn't another issue?"

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11868846, and, although the company does not appear to admit they initially offered to only provide me with 1 of the missing items, they now appear to be offering to send all of the missing items. I find that this resolution is satisfactory to me. Hopefulky, they follow through and actually send these items within 2 days and as promised in personal correspondence between Kylie Cosmetics customer service rep, Tracie G. and myself.Attached are screen shots of personal correspondence I received after Revdex.com provided Kylie Cosmetics with my complaint.
Regards,
M[redacted]

The customer has been offered a replacement package for their missing product. Their replacement order has shipped under tracking number LZ#####0716US.International shipping is 10-15 business days (not including weekends and holidays). 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.

Per our policy listed on our FAQ page and order confirmation page, our processing time for orders is 3-5 days business days, business days do NOT include the weekends and holidays. Once shipped, your delivery time within the United States is 3-6 business days and 10-15 business days internationally....

Please keep in mind that during the holidays, processing times may vary. Your order for the Holiday box shipped on 11/30 according to tracking 94[redacted]3.

In order to properly assist the customer we need to ensure that we receive a photo of a swatch of Candy K, if this is not sent then we cannot give a proper assessmentof the shade the customer received. As the customer explained the photo they sent and our reply sparked humor, we would...

urge them to send the requested information as to ensure our proper assessment of the situation.

Complaint: 12149650
I am rejecting this response because:I followed every rule specifically posted under the promotion information that was given on the Kylie cosmetics website. It did not say the items needed to be added in the my cart section, it only said they must be added before checkout. I added the items before checkout and I followed the rules as posted. I would like this company to admit their mistake, as I did follow all posted rules. I deserve to have the promotion upheld and two receive the four lip kits for the price of one. I attached the rules of the promotion as posted to your website as I did in fact follow all of the rules. Nowhere does it say the products needed to be added a special way. It specifically said if the products weren't added to you cart, you would not receive free lip kits. I did what was posted and deserve to receive the promotion as advertised. 
Regards,
[redacted]

Hello, On 8/16 the customer was advised: "Hey MayAfter speaking with my manager, she has made a one time customer service exception in sending you a replacement Kyshadow thank you card from Kylie. Please note, if this occurs another time, we cannot send you another replacement. We have sent...

this to the address provided in your previous order.Thank you." To verify there was a one time courtesy made to this customer to replace the card, and if the customer did not receive the replacement we would not be sending another card.

Complaint: 11907305
I am rejecting this response because: the company told me it would be resent to me...

within 7-10 business days. Then when I contacted them wondering the status thats when they told me about their "Policy" and thats what I am upset with. They told me one thing then said another. 
Regards,
B[redacted]