Anix, LLC

Our response time for emails is 24-hoursThe customer continuously emailed Kylie Cosmetics from the same email chain (on 8/10, 8/12, and 8/15) bringing her to the front of the queue with the newest emailsWe do answer the oldest emails first that is why her email was not answeredOn 8/we responded the customers email advising her to file a claim with USPS, and then provide us with the claim numberThe customer provided us with the USPS claim number, and an updated delivery addressThen later on 8/we advised the customer we will be issuing her a replacement package, exact email verbiage, “We are so sorry for this issueWe'll have a one time courtesy replacement package sent out to youProcessing is 7-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 11876164, and find that this resolution is accepted by me Thank you very much Revdex.com for your assistanceSad I needed to contact you in the first place but happy you were able to push the company to resolve my outstanding issue Regards, [redacted] Australia

The customer placed their order Kon 2/2, and our processing times for orders is 3-business day before the order shipsThe customers order shipped on the fifth business day which was 2/9, and according to tracking [redacted] [redacted] via usps.com "Your item was delivered in or at the mailbox at 2:pm on February 11, in WEST PALM BEACH, FL 33411." The customer did receive their order before Valentines days as they had wanted, as this is the case the issue is resolved

Hello, We are pending taking any action with this request, pending the photos of the packing slip and the kits with the shade names out so we can see the product namesOnce I receive the correct photos I can proceed with resolving this issue

Complaint: I am rejecting this response because: Regards, A [redacted]

For order Kunfortunately the specific issue was not relayed to the customer, it looks like the post office never scanned or received the item, and the item never started moving with USPSAs the tracking information did not update, and this issue was fixed when the customer emailed inFor order Kwe can offer a one time courtesy replacement

Complaint: I am rejecting this response because: They are the shipper of record not meThey should be doing this not the other way aroundI'm not getting paid to do their job Regards, C [redacted]

It appears that the order number you provided is not an order number from Kylie CosmeticsThe website they are referring to is not our website as we only have oneWe do not authorize our products for resale anywhereWe cannot confirm if these products are authentic or not, as many customers tend to buy our product to sell on their ownHowever, we can confirm that the products sold on our website, www.kyliecosmetics.com, are the only products we stand behind and we can assure them ours are the real deal!In addition all of our orders start with a K and are followed by seven numbersAs we can see in customer's Revdex.com complaint, her order number only contained five numbers (#32836).I have also attached documents indicating we do not have any email correspondence with Annelise, nor do we have any order under the order number she providedTherefore we have concrete irrefutable evidence from her showing this order was not placed through kyliecosmetics.comWe recommend she please contact the company she did make the order with as they can best assist them with their inquiry

First of all, I didn't order the KKW collectionAnd you had "a limited amount of stock"? So you're saying your company sells products they don't have to begin with? Is this a joke? It's almost been weeks since my order, and nothing is being doneShip my order out already

Hello, We have emailed the customer today requesting additional photos and a photo of their packing slip, once we receive the photos requested we can then issue a replacement package of the missing Candy K lip kitPlease see below for exact email verbiage customer was advised "Hi Sarah,We are so sorry to hear that you did not receive the correct product, do you mind sending a clear picture of the products that you did receive in your order? Please send a picture of your packing slip so the stamped initial is visibleWe'll get back to youThank you,"

Hello, I emailed the customer today 5/and advised that according to USPS tracking your package was delivered 5/10, please contact your local post office to trace the location of your package

We are so sorry for the delay in our processing time, please keep in mind that during limited edition launches, our processing time may varyPlease note, this information can be found in our Shipping Policy: https://www.kyliecosmetics.com/pages/shipping-policyI have also attached a document indicating this information in our policy.We’re working extra hard to get their order processed as quickly as we canWe’ll send them a tracking number as soon as their order ships

The processing time for orders is 3-business daysPlease keep in mind that during holidays or limited edition launches, this time may varyThank you for your patienceMeaning that our processing times can be longer than business days, and this information is listed on our FAQ pageThe customer was emailed on 12/and advised that their order Kshipped on 12/1, tracking CJ52#####73US

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11868232, and find that this resolution is satisfactory to me Regards, C [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11638789, and find that this resolution is satisfactory to me i'll wait till 29/thats exactly the time of my birthday, but if I don't receive it on that day I will be chasing for an refund Regard, L [redacted] ***

Complaint: I am rejecting this response because: The order number provided is definitely an order number from Kylie Cosmetics I have attached my confirmation emails as proof of thisI have blanked out my address as I have been told not to include any personal information in any messages regarding this dispute, everything else in the email remainsI hope this can all be resolved as soon as possible.Regards, J [redacted]

Hello, As USPS information is not always correct, the customer was advised of the below via email today 7/14:Oh no, we apologize for the issue! Sometimes USPS tracking information can be incorrect and packages are marked as delivered before they actually arriveYour package will most likely be delivered within a few days; it's a great idea to check with your neighbors and/or postman for more information in the meantimePlease contact us if your order is not received within the next few days, we'll get right back to you!

Customer's order has been shippedTracking via USPS is as follows: [redacted] [redacted]

The order Khas already shipped, and therefore can no longer be canceledThe USPS tracking number for this order is [redacted] [redacted] 4, and please allow 24-hours for your tracking to update

Per our policy we don't issue refunds we only issue replacements, and we do uphold this policy to ensure that we are fair and consistent to all of our customers.The customer has been issued a replacement package for their True Brown K lipstickProcessing on replacement packages is 7-business days, business days do not include weekends and holidaysOnce the customer's order ships, they will receive an email with trackingWe also recommend that when the customer does receive the tracking number that they please continue to check the tracking status periodicallyAlso if they should have any issues to email into customer service so that we can ensure their issue is resolved