Anix, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11545769, and find that this resolution is satisfactory to me.
Regards,
V[redacted]

Per policy, processing times may be extended during holidays and limited edition launches. "Please keep in mind that during holidays or limited edition launches, this time may vary." As this is the case processing times can take beyond our normal processing times of 3-5 business days.We aim to...

be very transparent, and list this information on our website (see screen shot). > https://www.kyliecosmetics.com/pages/faqs. The customer will receive an email with tracking as soon as their order ships.

Hello, As sometimes USPS information is not always accurate we advised the customer, Sometimes USPS tracking information can be incorrect and packages are marked as delivered before they actually arrive. Your 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 meantime.Please contact us if your order is not received within the next few days, we'll get right back to you!" As we hope that USPS delivers your package, but If the package is not received we do recommend to email us back and we will advise on the next step.

We have upheld by our policy and issued the replacement, and we use the verbiage courtesy in regards to politeness. In addition, we would not issue a refund as it does not align with our policies.

I have reviewed the email chain and we have responded to the customers emails within our promised response time of 48 hours, see policy attached. The customer was advised today, please see exact verbiage customer was advised:"Hello C[redacted]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.Thank you,"

Complaint: 11865008
I am rejecting this response because:  I never got the product!!  I knew it said it was delivered but it was not !!!  
Regards,
N[redacted]

Complaint: 12156582
I am rejecting this response because: this is not a limited edition launch. It's a sale that happened on the 5th of May. It is now the 15th of May.  These are not limited edition lip kits. Limited edition would be the holiday sets which I received within 3-5 business days. 
Regards,
[redacted]

The customer was responded to in a timely manner. I reviewed the responses and they were accurate and followed our policies/procedures, please see attached. The customer was advised on 12/7 that there will be a one time courtesy package issued and if they would like to have this package sent to an...

alternate address to avoid any issue "Hi CarmenSo sorry you did not receive your items.No worries, we can send another package as a one-time courtesy.Do you have an alternative address, so that there isn't another issue?"The customer has responded to our request for an alternative address, but as soon as the customer responds we will be issuing the replacement package for order K3865712.

The order was placed knowingly that it did not meet the qualifications of our promo, and that she was getting a free item and only pay for shipping, we did notify the customer when she emailed in. Banking institutions set the time frame for refunds not Kylie Cosmetics. As this is the case we recommend to follow up with your bank to check on their refund time frame.

Today 12/19 the customer was advised:"So sorry you did not receive your items.No worries, we can send another package 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 11878265, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Hello  Customer was advised today 5/9 via email" "We will issue a replacement package as a one time courtesy.  We'll have a replacement package of order K844224  sent out to you ASAP!Processing is 7-10 business days, once your replacement package goes out you'll...

receive an email with tracking."

The customer was advised the below via email today 12/2:"It appears you received the correct shade! The swatches on our IG represent our colors as close as possible, please keep in mind that colors will appear different on everyone depending on your skin tone. The way you view our shades...

includes a number of factors, including: monitor resolution and color settings, camera settings, lighting, skin tone, etc.As stated above you did receive the correct shades. We will be upholding our policy advising that all sales our final and we do not issue refunds, see policy attached."

Complaint: 11549521
I am rejecting this response because: that is like telling a customer when they need and should use their product after they purchase it.  The missing item was not discovered until I went to use it and opened the box to discover it missing. NOR was the policy disclosed prior to purchase.
Regards,
[redacted]

Hello, On 9/15 the customer was advised, “Unfortunately, per our policy we do not issue refunds, we only issue replacement packages. We can send it to an alternative address, please provide the full address.” I noticed the customer had requested a charge back, (please see attached) and it is...

currently open. As the charge back is open and the credit card company is deciding who is going to win the charge back we cannot take any action until we know the results of the charge back.

Hello, The customers' replacement order was shipped today, and the tracking number is 94[redacted]01

Complaint: 11547689
I am rejecting this response because: I never get a response whether it's been 48 hours or not I only get a response when I send a ton of messages. I'm not if any of my older messages were even read but that is what I've been trying to explain the entire time that I never recieved the koko in my order?? As far as the reign ones the mistake was on the part of your website not me! So while I understand there are no returns or exchanges, when it is a mistake caused by you or your system than you should do the right thing and fix it. I never asked for it to be canceled all I asked is if you could switch the color, I don't see how that is such a huge problem for you, your literally taking the same product and replacing it with the a different color, I did not order 2 and I've stated that from the second it happened, when I emailed you literally moments after I placed the order. I'm not understand why your making this so difficult, I've had better service from brands way bigger and busier than this. If you make a mistake own up to it and fix it not drag it out to all this. I honestly liked the colors but would never buy again for all the hassle you put me through. I will send the box today, I included the posie and candy which are the identical ones to be replaced by correct ones, and I also included one of the reign and the exposed since they were not full, the reign I took pics off and the exposed you can look inside the tube it's impossible for me to take a pic of the inside of the tube. 
Regards,
M[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11866183, 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 11856754, and find that this resolution is satisfactory to me.
Regards,
K[redacted]

The customer contacted our customer service team 3/22/18  and 3/26/18 advising that their product arrived. Our customer service team responded 3/27/18 informing the customer that we have issued a full refund for their product as we are unable to replace the item at this time. Our customer...

service is entirely email based and we do not have a phone line. We aim to respond to all customer queries within 48 hours, however our customer service team only operates Monday - Friday. As advised in our FAQ, these times may be extended following during or immediately after launches or promotions.The customer’s refund should be visible in their account within 7-12 business days as advised.