Anix, LLC

Our processing times for orders are generally 3-5 business days, however, during holidays and launches, the processing times for orders may vary. To inform our customers of this, we have listed on our website that processing times can go beyond 3-5 business days after limited edition launches and...

holidays. This statement provided below can be located in our FAQ for all customers to review before placing an order. "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. " We also make this information available in the customer's order confirmation, and have provided a screenshot of in this information in a file attachment to this response. Our records indicate that the order in question, order K6926316, was placed on Nov 22. Since this order was placed during these indicated delayed processing time frames, additional processing times are required. The order in question has shipped as of 12/11. The tracking link for the customer’s order is provided below.Order K6926316 Tracking: 94[redacted]73 As this is the case, we have fulfilled all actions required on our side for the order in question. Per the FAQ statement provided above, delivery time for domestic orders will take 3-6 business days. 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 USPS or to contact our Customer Service Team and one of our representatives will be able to offer further assistance.

Complaint: 11854784
I am rejecting this response because: I already responded to them. Twice, if I'm correct. At this point I don't even care anymore. The product is not even full, it's basically empty, it's chunky and it doesn't stay on your lips at all and you have to use more than one coat for it to not look splotchy. This is a waste of my time.
Regards,
S[redacted]

Complaint: 12157231
I am rejecting this response because: I am choosing to reject this matter. I had a friend who was also had an issue with their order taking a long time being shipped. She called and THE NEXT DAY recieved a tracking number. Her order was rushed because she was upset, yet all I recieve is yet another email saying that they are sorry. In their response, they mentioned that they have limited products from their KKW line therefore shipping will take longer. However, I did not even order anything from that specific limited edition line. 
Regards,
B[redacted]

Complaint: 11860813
I am rejecting this response because one, Francesca customer rep emailed me saying "Orders that are processing and have not entered the shipping process, are available to be cancelled upon request." Sunday 11/27/16 when I notice I made the mistake within minutes of confirming the order I emailed Customer service letting them know what happened, that instead of purchasing lipgloss it was meant to get the matte lipstick. From there I emailed them 3 times before it was shipped. Finally, when I received a response saying "We have identified that your email may have been stuck in cyber land and apologize if this has caused a delay in our response time to you. If you are still in need of assistance, please reply to this email to ensure the quickest response.We understand how important a timely response is for our customers and we sincerely apologize for any inconvenience and delay. Thank you!". Due to them having a system error I should not be penalize for that and should be able to receive the right items. If my email would have never been stuck in "cyber land" I would have been able to receive the assistance that I needed and avoided all this trouble. 
Regards,
M[redacted],

During this time frame that the customer ordered we had a limited amount of product to sell for KKW and we also had a promo with a limited amount of stock, therefore we have longer processing time frames. We aim to be very transparent as we do list all of this information on our website, and encourage customers to email in with any questions on our FAQ page. We are working very hard to get each and every customers order shipped, and we do apologize for the delay.

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.

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]

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]

Hello, I checked the customers’ order and I can confirm that we have paid for postage that would accommodate the entire order. We cannot issue refunds/replacements for missing international orders. We are upholding our policy and therefore we are not able to provide a replacement package or a refund. See the information below from our shipping page, and note that this information is available prior to ordering.

As the customer states in her email she has filed a charge back with her bank. As this is the case we cannot ship any product for an open charge back dispute, in the case that the customer does win they will receive product and the refund. In cases like these we have to wait to see if we win the...

charge back, and if this is the case at that time the customer will be sent their replacement. I have attached the customers' documentation showing that she has initiated a charge back.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11636114, and find that this resolution is satisfactory to me. I have received the package and this can be closed.  Thank you so much for your help!! You have been awesome in helping me resolve this issue.  On another note- it is very infuriating that an 18 year old girl just bought her 2nd mansion-yet she runs a company that can't even respond directly to a customers 50.00 complaint.  It is very disappointing that I would have to enlist the Revdex.com to get response and delivery on a product she is making millions on.  A company of this magnitude should have a customer service department with a phone number- and in addition an email option where they actually respond to the customer.
Regards,
[redacted]

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.

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,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: 11669059
I am rejecting this response because:USPS has advised me that you guys are responsible to do that because I was not the one who shipped it.. If I have to I will contact my lawyer.. I mean its simple for you guys to send me what I ordered rather than a empty box!!!! I have since ordered from you guys and got the package in like 3 days after placing the order. I also know my rights as well 
Regards,
T[redacted]

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.

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.

We are processing a replacement lip liner for the customer. We have emailed the customer at [redacted]@gmail.com. Thank you

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]