Anix, LLC

Complaint: 11763694
I am rejecting this response because:
At the time I purchased the item from this company, the return policy said one thing on their FAQ page and then when I went on the day I had issued the complaint through Revdex.com, they went on and changed it on the website. I would like a full refund or a full exchange. 
Regards,
[redacted]

We have issued a replacement package for order K329834. The tracking number for this package is 94[redacted]95 and the customer has been notified via email at [redacted]@yahoo.com. [email protected]@yahoo.com

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12181275, and find that this resolution is satisfactory to me.
Regards,
E[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 of all domestic orders is going to be 3-6 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. Provided below is the information that we provide to all customers on our FAQ: "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 order was shipped on December 26th and it does not show updated tracking for the order in question on the side of USPS, we had proceeded to issue a one-time courtesy replacement for the order in question. On January 8th, we issued the following response below to customer to inform them of their replacement package. "We are so sorry for this issue. We will send a replacement package!Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking." Per our refund policy, we currently do not issue refunds for orders and have informed the customer of this in our customer service email correspondence. On January 10th, we issued the following response to the customer to inform them of this policy."Unfortunately, we do not accept returns, exchanges or issue refunds; all sales are final. Refund Policy:http://kyliecosmetics.com/pages/refund-policy"We do, however, issue replacements as a form of compensation. Their replacement package then proceeded to be shipped on January 12th. We ask that the customer allow 3-6 business days for the replacement package to be delivered to the provided shipping address. If the customer experiences any issues with the transit of the order, we advise that they contact their local USPS, or to contact our customer service team at [email protected] and one of our representatives can take a look and offer further assistance.

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11670771, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Hello, The customer was advised via email today 6/27: No worries, we can send another package of your Exposed lip kit  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 11862347, 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 11469534, and find that this resolution is satisfactory to me.
Regards,
J[redacted]
I received the package from the mail room. thank you for the replacement.

The customer was emailed on 11/28 and we are waiting for the customer to email back before we provide a resolution. Thanks for reaching out! Please clarify what you mean by "product quality is absolutely awful" Could you send us a quick pic of what you are speaking of so we can provide a...

resolution that aligns with our policy's."

As the customer was advised our email response time is 24-48 hours, and if the customer does "spam" us with emails it will delay our response time. The customer was advised on 7/14 the product will ship in the next 2 business days, and once the product ships she will receive an email with tracking.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11898483, and find that this resolution is satisfactory to me.
After the new scan appeared randomly after vanishing for the whole of December, by luck this morning the long awaited parcel was delivered. It had been wrongly addressed with only two lines of my address which may now explain the issue. Thankyou to the Revdex.com as without your intervention I believe I still would of got anywhere. 
Regards,
D[redacted]

Hello,The orders numbers you provided have been in your possession for over 30 days, order K1488300 from 6/21, and order K1305766 & K1293350  from 6/10. Unfortunately, per our policy we will only send replacements for damaged/missing product within 14-30 days of receipt of your package. Unfortunately your request is outside of our replacement time frame and we can no longer issue a replacement. This policy is listed on our faq page: http://kyliecosmetics.com/pages/faqs Please note that my initial email did not reference a time frame it was in reguards to not finding an email from the customer, see below:"I could not locate an email from this customer via Kylie Cosmetics Customer Service, I sent the customer an email requesting photos and her order number. We do require photos reflecting the issue, and an order number. Once we have this information then we can provide a resolution."

The customer placed their order K5016820 on 2/2, and our processing times for orders is 3-5 business day before the order ships. The customers order shipped on the fifth business day which was 2/9, and according to tracking 94[redacted] via usps.com "Your item was...

delivered in or at the mailbox at 2:14 pm on February 11, 2017 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.

Complaint: 11883029
I am rejecting this response because I received no correspondence regarding my canceled orders. 7-12 business days for a refund is also unacceptable. You were quick to take my money when the orders were placed, so you should be just as quick to refund it since you won't honor confirmed orders. Learn some better business practices. 
Regards,
C[redacted]

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!

Complaint: 11463906
I am rejecting this response because:I contacted USPS regarding this matter and they said that the package needs to have the correct information (Ship from and to). I feel extremely uncomfortable to mail the package with someone else's information on it.
Regards,
L[redacted]

Hello,   The customer’s order has not been canceled yet, she was notified that once the package is returned to our hub the order will be canceled and refunded.

Hello,To confirm with the customer our policy's' that we do not accept returns and that all sales are final are listed on our website, see attached.  In our email to the customer, they were also provided with a link to our website  that lists our policy's' see below:We do not...

accept returns, exchanges or refunds; all sales are final.Please see these terms specified on our website:http://kyliecosmetics.com/pages/refund-policyWe apologize for any inconvenience this may cause.