Anix, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12175347, and find that this resolution is satisfactory to me.
Regards,
M[redacted]

Complaint: 12551688
I am rejecting this response because: I have an issue with the statement times may vary during holidays and launch days. A customer should be kept informed of a delay as big as 3 weeks. I am not concerned with the shipping times but with the delay in processing the orders. There should be a maximum processing time. 3-4 weeks with only 1 email to the customer stating that because of high demand, orders have not yet been processed is unacceptable. You should work on hiring temps to fulfill holiday demands as every standalone store does. This is not good customer service. A business should always strive to keep customers happy and be flexible enough to handle high demand or no demand.
Regards,
P[redacted]

We can confirm that our Lipstick formula has not changed, therefore there was no announcement via social media. All of our products contain a full list of ingredients on the back of each box. Our policy stated on our refund policy page advises that we do not accept returns, exchanges or...

refunds; all sales are final.

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]40Please 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.

The customer’s order K6323066 has shipped and has been provided a tracking link, tracking number 94[redacted]37, so they can follow the transit of the order in question. We have fulfilled our required actions on our behalf in  providing the customer's requirements. Our records...

currently reflect that the customer has already picked out three corresponding freebie items for each paid for product in their order. we have attached a screenshot of the customer's order  reflecting this information. Per policy, we do not authorize swaps, additions, or removal of products to orders and we do not authorize returns, exchanges, or refunds, all sales are final, see policy attached. As this is the case, we are sticking  by our policy to be fair and consistent to all our customers and will not be issuing a replacement for the customer's desired products.

It appears that the order number you provided is not an order number from Kylie Cosmetics, as our order numbers start with a K followed by seven numbers. Please contact the company you did make the order with as they can best assist you with your inquiry below. In addition, the customer has not emailed Kyliecosmetics.com as our email address is [email protected].

Complaint: 11506806
I am rejecting this response because:
They could simply refund my money and I will close the chargeback dispute. It would not have been initiated if they would have refunded me once they received the incorrect order back which was received and signed for. I've done my part since I placed the order in March and it's almost July and still hasn't been resolved. Just absurd. So again I ask for full refund and I will have the bank close the dispute. 
Regards,
J[redacted]

Complaint: 11497299
I am rejecting this response because:I would prefer that the company takes responsibility for their corrupt actions, seeing as how they allow fraudulent activity to happen.
Regards,
Z[redacted]

Per our procedure when packages are being returned by USPS, we refund them once the package returns back to our hub. We have advised the customer of this procedure, see attached.

According to policy we are to issue a replacement package for the missing items of the Holiday Stock and the Makeup Bag. In addition, per our policy, see attached, we don't issue refunds. We did advise the customer that we do not recharge or charge at all when we issue replacement...

packages. 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12157178. However, I will see this issue as resolved as soon as I receive my order. In addition, the business has contacted me saying it will take 2 more weeks to process my order. I do not want my order to end up candelled as it has happened to other customers (information reported online).
Regards,
[redacted]

Complaint: 11860813
I am rejecting this response because:I did ask to cancel the order I have the emails of me asking to do so. My words exactly were "If there is way maybe you could cancel so I can put in the right order or find a different solution to get them". Again I received an email stating my email was in cyber land. When is that going to be acknowledge that I receive an email stating they notice an error in their system therefore at this point I would either like my money back for this inconvenience or the right product. This quite ridiculous at this point. 
Regards,
M[redacted]

Hello, On 8/10 the customer emailed us requesting their order be canceled, and on 8/13 we responded to the customer advising their order was canceled. Per our policy, see attached, our response time for emails in 24-48 hours and we were within our response time for this email.  The...

customer is requesting to purchase an out of stock item from us. Our products are only available for purchase on our site kyliecosmetics.com. If a product is not in stock on our site we are not able to sell it to customers.

Hello, We are a consumer based company 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 international customers' incur when picking up their package are solely regulated by their country, and unrelated to Kylie Cosmetics. As stated my previous email it is clearly listed on Kylies’ shipping page that we are not responsible for any and all fees for international customers’

Complaint: 12373473
I am rejecting this response because: The communication from the company is terrible at best. I had to send several clarifying emails in order for the company to understand most of the things that they posted to be without the proper packaging was damaged. The company needs to take responsibility for the inadequate protection of the packages especially when sent internationally as well as the lack of understand and communicating clearly when emailing customers. 
Regards,
C[redacted]

Hello, According to USPS tracking LZ88[redacted]44US the parcel was delivered on 6/27/16, and the customer was advised to contact Royal mail to assist in locating her parcel.

Hello, Our formulas’ have not changed. We are sorry to hear you are having difficulty with this particular formula! Unfortunately, we have no return, refund or exchange policy (see attached) however, we do have a few tips to help improve the wear of your Liquid Lipstick! 1. Always exfoliate...

your lips first! This will prevent patchiness and keep lips looking healthy. 2. Try applying a primer, like chapstick or lip primer before application. Many customers with dry lips have mentioned this increases the comfort for them when wearing!  3. Another important trick is concealer, apply concealer all over the surface of your lips, this will help the color go the distance.  4. Try applying the liner all over the entire lip, this will help the color last!

Our response time is 24-48 hours. We received the cancellation request at 7:32am on 8/9/16 and responded on 8/10/16 at 4:12pm. This response was within our time frame. When adding items to ones cart you must make sure to click the plus or minus symbol in order to determine how many skus of each item are in your cart.Email response time can be found here: https://www.kyliecosmetics.com/pages/faqs

Complaint: 12157601
I am rejecting this response because:This is not a limited edition or holiday launch. No limited edition items were included. Also the company never sent out an email to reassure me that they infact were working in processing my order. The money shouldn't have been taken out of my account if the order wasn't going to be filled when expected by .
Regards,
A[redacted]

It appears that the initial order has experienced an error on the side of USPS. While tracking does not show movement, our policy for the transit for all international orders going to be 10-15 business days and orders could still be delivered within this time frame even if provided tracking does not...

indicate a moving package. This information is made public on our FAQ for all customer's review prior to ordering. "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. " As the tracking for the order in question had not shown any updates, we had proceeded to issue a one-time courtesy replacement for the order in question. As the customer's order contained products that we currently have on back order, we were unable to replace the full order, and issued a refund for the items that we were unable to include in the replacement. This is 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." We proceeded to cancel and refund the order in question to prevent the customer from experiencing additional delays with their order. This information can be found on https://www.kyliecosmetics.com/pages/terms-of-use On December 21st, we issued the following response below on 12/21 to the customer to inform them of this."We are happy to issue a replacement package. Unfortunately, we are unable to replace  1 × Leo | Lip Kit1 × 22 | Lip Kit and have issued a refund for the purchase price of the product. No worries, the remaining items in the replacement will begin processing!Processing may take 7-10 business days. Once the package ships; we will send a shipment confirmation!" Once shipped and the customer receives the tracking information for their replacement package, we ask that the 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 post office for the shipping address provided or to contact our Customer Service team at [email protected]. and one of our representatives will be able to offer further assistance based of the issue experienced.  The refund issued will take 7-12 business days to process, business days will not include the weekend or holidays. If the customer experiences any issues with receiving the refund in question, we recommend that the customer contact their bank the use for the payment method that was used to place the order, to ensure that the refund was applied correctly.