Anix, LLC

Complaint: 11797793
I am rejecting this response because: it is not satisfactory. When I get my package or a refund, then I'll be satisfied. 
Regards,
[redacted]

On 8/11 the customer emailed in with their inquiry about their order. When customers email in, we have a 24-48 hour response time, per our policy listed our site for customers before emailing in. We have provided a screenshot proving this was the only email we have received from the email address...

associated with the attempted transaction in question.We have proceeded to inform them that the order appears to have not gone through. We issued the following response below to the customer on 8/11."Your card may have declined due to an address mismatch. Please make sure that the billing address you enter on our site matches the billing address your bank has on file for the card being used.Alternatively, you can try to checkout using a different method of payment, or you can try to place your order from a different device.Because the card was declined, any charges on your card are only pending and will be dropped in 7-12 business days."As this is the case, we can confirm the order did not go through and we recommend the customer ensure that their billing address matches the card they use to place an order before placing a new order. If this issue persists, we direct them to contact their bank.

Hello, Per our policy we do not accept returns. We are able to have the customer return the product back to us a provide them with a fresh new lipstick. Today the customer wasemailed and advised to return the product back to us and provided a return label and advised, "Please return the product...

using the return label attached, please include a note inside of your package including your name, address, and order number. Once we receive the product back, we will issue a one-time courtesy replacement package to you; we will contact you once we receive your order!"

Hello,  In order to authenticate the customers claim, today 7/6 the customer was emailed and asked for photos that reflect the issue they are describing. Once we receive the photos then we can take action in resolving this issue for the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11669279, and find that this resolution is satisfactory to me. I had to send an email every single day to recieve a responds and sometimes it would take longer than 48hrs. The customer service provided was horrible. I am luckily getting my package sent to me finally, after I contacted the Revdex.com or threaten to. No customer should have to wait this long to recieve a product or a simple response ever. 
Regards,
K[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11945213, and find that this resolution is satisfactory to me.
Regards,
T[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11507199, and find that this resolution is satisfactory to me.
Regards,
R[redacted]

Hello, For the emails the customer sent we responded accurately and within our 24-48 hour response time, our email response time is listed on our website. (see attached) In addition the customer sent us 7 emails on 7/18 this is not necessary as the customer only needs to send us one email for...

her issue. Sending multiple emails will delay our response time. The customer was advised to contact USPS as the package is still moving and the tracking has not updated they will be able to provide her with the information she is needing which is the exact location of the package.  Looking at the current time frame the package if the customer has not received it then it must be lost with USPS.  The customer was advised via email today 7/20, We are so sorry to hear you did not receive your products. Please file a missing package claim with the post office; you can file the claim over the phone or on their website. Once you receive a claim number please give it to us and we'll get back to you.

Complaint: 11550177
I am rejecting this response because: in the first initial query the agent advised me the had spoken to UPS (Their service carrier) re the delay and that the system would update shortly with scans, this did not happen. Agents following on from this practically refused to engage with UPS in relation to the missing scans and advised me to contact my own countries Delivery service which is madness as I cannot provide my country delivery service with any shipping information at all, no scan information or dates the package's would have entered the country in order to be tracked. They refused to engage with UPS even after I had explained I attempted to do it myself but needed the exact shipping details from Kylie Cosmetics, mandatory fields like their state and zip code etc. information I did not have, nor did Kylie cosmetics provide to me in order for me to move on and deal with UPS Directly. 
Regards,
A[redacted]

Hello,The customer was advised to provide the below information so that we can look into this for her. Please provide the information below and we can pass this along to our team to have approved.1. A photo of the front and back of cardholder ID3. Contact phone number3. Reason for the...

purchaseWe need to take these extra precautions to protect our customers. It would also be very helpful in confirming your orders if you could provide a photo of the front and back of the credit card used to purchase this order. We appreciate your cooperation.

Complaint: 11468323
I am rejecting this response because:Today is the 10th day of the 7 to 10 business day promised shipping.  I have not received my replacement item for the defective ones I received and I have not received a shipping confirmation and I have not received a tracking number.  Either I want the replacements for the defective items shipping immediately to me or else a full refund.  I have waited long enough and I think my request is reasonable.  I've been promised something that has not been delivered.  She said I would get it today and I have not.
Regards,
M[redacted]

Our response time for emails is 24-48 hours, and if the customer emails from the same email chain multiple times it will bring them to the from the queue with the newest emails. Since we answer the oldest emails first that is why their emails were not answered. On 8/31 the customer was emailed and...

advised that we are issuing them  a replacement package, see below for email verbiage. The customers' replacement package was processed and shipped on 9/1, replacement package tracking number 94[redacted]9."We are so sorry for this issue. We'll have a replacement package sent out to you for your Kyshadow palette!Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking.Your new replacement order number is: RK2490450"

The customer did not contact our customer service department until 6.5 months after their order was placed. No prior attempt of communication was made prior to January 20th 2018. USPS tracking confirms the customers order was delivered July 17th 2018. Our website states in our Shipping Policy the processing and delivery times for domestic orders. Processing times are 3-5 business days, and packages arrive within 3-6 business days once shipped. We ship all packages via USPS. This allows customers to have a time frame in which to expect their package to arrive. The customer’s package was delivered within the standard time frame. As stated in our FAQ, we allow 14 days following the delivery of the package to consider any order issue. The customer agreed to these terms of use when placing their order with Kylie Cosmetics. This can be referenced in our Terms of Service under the subsection ‘Ordering’. In line with our FAQ and Terms of service we are unable to assist the customer further due to the amount of time elapsed since their order was delivered which the client understood and agreed to when they submitted their order on Kylie Cosmetics.

Unfortunately we do not have a ship date or an estimated delivery date for [redacted]'s order, as it is still processing. Therefore we are complying with [redacted]'s request to refund her Order K5885574 has been canceled & refunded! Please note that it takes 7-12 full business days to show up...

in your account!

Complaint: 11460986
I am rejecting this response because:
Regards,
S[redacted] 
The ingredients are...

posted online and are mere identical to their sister companies cheaper formula. It is all over the news. They are posted side by side and why maybe a few ingredients like flavor are different it is not what the original lip kits were. We knew something was wrong when the product was dry burning and crumbled within minutes of application. This is not the original quality. To say the formulas are not almost identical is damage control. This company marketed a good product then got popular and cut corners and didn't inform its customers. I want everything refunded.

T[redacted] did not place an order through our website, kyliecosmetics.com. When customers receive order confirmations from Kylie Cosmetics, their order number will consist of 7 digits and a K as the first initial. The order number that is provided by T[redacted] is order number #3965, which is not...

recognized in our system. It also appears, per our records, that the website that was contacted in regards to #3965 was also not our own. We have included a screenshot indicating that our Customer Service team has not received any emails from the email address on file for this complaint. We advise that T[redacted] contact the website that she has placed order #3965 with as they will be able to provide the best assistance with the order in question.

Hello, It appears we were pending issuing the replacement based on needing the customer to verify the items to replace, per this email the items were verified. We are sending replacements for Heir, Reign, and Kymajesty. Also I am confirming that we are not charging the customer for shipping on...

these replacements.

Complaint: 11549271
I am rejecting this response because:I did not receive my items 
Regards,
T[redacted]

Complaint: 11876826
I have emailed 3 times to: [email protected] I have the emails showing so, but...

besides that I would just like my order sent to me and confirmed by an email. The order number is Order#25204.
Regards,
B[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11850727, and find that this resolution is satisfactory to me.
Regards,
N[redacted]