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.

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!

As we cannot guarantee the delivery date, we will comply with the customers request to, "Refund or delivery of my order this week." The customers order K5917200 has been canceled and refund.

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]

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"

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 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.

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]

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."

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11571607, and find that this resolution is satisfactory to me.
Regards,
S[redacted]

Hello, It looks like the customer had emailed us from different emails addresses, and that is why they were asked the same question 2 times. Unfortunately the 2 emails chains did not link in our system. Today the customer was advised, "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?"

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.

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.

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.

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]

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]

As we mentioned the charge will not go through on your account, it will drop off within 12 business days. We have reviewed your information in our system and in  our 11/21 email to the customer we advised that, "We have validated your info in our system. " Please see screen shot of this email attached.

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, We do apologize for providing you with the incorrect response. Unfortunately as per our policy once an order is placed it cannot be modified or cancelled, please see attached. As the customer stated the order was fraud we would always advise to contact their bank to handle.