Anix, LLC

Hello, The customer was advised on 8/18 that we are sending a replacement package of the Bronze Palette, and the replacement package has shipped, tracking 94[redacted]7.

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]

Complaint: 11826076
I am rejecting this response because: I responded to the company's request to provide pictorial evidence of receiving the wrong product in my order and provided them with four photographs displaying the wrong item, the shipper box and the packing slip. I do not understand why the company has declared that I have provided unclear or insufficient photographs.I have attached the same photographs to my complaint here.I ask that the company immediately sends me the correct item which is clearly displayed in my order K3547394.Regards,[redacted]

All of our promos are listed on IG. For the stocking promo on IG it stated that in order to qualify for the free stocking your order had to be $100, and your order was only for $25.08 that is why the stocking was removed. As we have to go by the guidelines of the promo, and as you did not qualify for this promo it would not be fair or consistent if we gave you this stocking. We have included a screen shot of the promo.

Based on the customers’ contact information, there is no email from this customer, there is no order number linked to their name or email address, and under the customers’ account there have not been any orders placed, please see attached. Also on our website kyliecosmetics.com, our contact information which is our customer service email,[email protected], is listed under our FAQ page and the contact us link (see attached).  In addition, the customer mentioned “the process to return is complicated” , and our website states that we do not accept returns, see attached.

We have confirmed the tracking number the customer received is valid.Please see tracking updates on their package LX[redacted]US:According to USPS, 05.07.2017 04:56Import (Item arrived at country of destination) AustraliaAccording to Australia Post: In...

transit Processed through Australia Post facility 10:40am Wed 5 Jul Chullora, NSW I have also attached screenshots of the updated tracking alerts. 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.

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.

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]

Hello, This does not appear to be an order number with kylie cosmetics, our order numbers start with the letter K.

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]

Complaint: 11846517
I am rejecting this response because:It is one thing if NO ONE had received their order yet, however, many people have received their orders in addition to people that have had their orders shipped that ordered AFTER the initial Monday launch. Kylie Cosmetics does a terrible job at keeping their customers updated on what is happening, when people have spent hundreds of dollars on their product.Again - all that I want to know is why my order is taking so long to process when other people have received their orders. In addition, in correspondence that I had with their customer service, I included a few of my previous orders (all shipped to the same address) where I have never had an issue with receiving my order.My last 5 orders (all have been shipped to the same address as the order I am currently waiting for):Order #K3606983: Placed November 9th, Shipped November 11th, Received November 12thOrder #K3360505: Placed October 20th, Shipped October 21st, Received October 22ndOrder #K3295475: Placed October 12th, Shipped October 13th, Received October 14thOrder #K2181546: Placed August 1st, Shipped August 3rd, Received August 4thOrder #K2243476: Place August 4th, Shipped August 8th, Received August 9thPlease explain to me how my last 5 orders, all shipped to the same address that my current order should be shipped to, have always processed and shipped within 1 - 2 business days and this order has not. I would like a response that is not the generic "all orders are processed in 3 - 5 business days" because that time has officially passed.I've attached numerous screenshots of people that have already received their orders, while I can't even get an update on whether my order is about to leave the warehouse or not. Would've been easier for me to have just driven to the actual warehouse to pick up my order myself.
Regards,
M[redacted]

I do want to confirm that upon our system noticing that their was a payment issue we sent an automated email to her, and I have included it in the attached. In addition, we have attached documentation showing the refund was issued. The customer was emailed the below today...

11/19:"Hello Alexandra,Your issue has been escalated to me I am the Customer Service Manager. I do want to start out by stating we very sorry to hear that occurred. I do want to let you know that I reviewed the order and it appears that our system was truly unable to process the payment, as this is the case our system canceled the order and issued a refund.  As our system was unable to process the payment we cannot then send you the product in that order. In cases like these sometimes banking institutions can take up to 12 business days for the funds to show in your account. Unfortunately, we cannot speed up the process as we are not affiliated with your banking institution. Please see below screen shot showing the order was refunded."

Hello,The customer emailed in and provided a claim number before the package was actually delivered. According to tracking 94[redacted]83,  the package was delivered today 10/11, see attached. As the package was delivered to the customer there won't be a need to send a...

replacement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11521424, and find that this resolution is satisfactory to me.
Regards,
J[redacted]

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.

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

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 K6904841, was placed on Nov 22. Since this order was placed during these indicated delayed processing time frames, additional processing times were required. The order in question has shipped as of 12/11. The tracking link for the customer’s order is provided below.Order K6904841 Tracking: 94[redacted]37 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.

Hello, Per our policy we do not provide refunds, see attached, we only provide replacements. Today via email the customer was advised to file a claim with USPS, and once they have the claim number please give it to us and we'll get back to you. Once we have the claim number we can then...

issue a replacement package.

As we have a strict no refund policy, we are unable to issue a refund for this customer's order. This information can be found on our website FAQ. (see attached screenshot).  The customer's order has shipped. Tracking: 94[redacted]49 (Please allow 24-48 hrs for tracking to update.) As we ship via USPS, delivery time within the United States is 3-6 days, and 10-15 business days internationally. We recommend for the customer to periodically check tracking for delivery updates.