Anix, LLC

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID 11441048, and find that this resolution is very satisfactory to me.
Thanks for your help and thanks to Kylie Cosmetics for being so helpful and understanding!
Regards,
E[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.

Complaint: 11815403
I am rejecting this response because: the company didn't submit all of the emails!! I emailed the to let them know that the order was incorrect. I was told that it was already processed and to try the pumpkin out and I could return it if it didn't work for me for my original order of kourt k!!! This is ridiculous! Pull up all of the emails!!!
Regards,
M[redacted]

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.

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?"

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],

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.

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 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.

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]

Complaint: 11470552
I am rejecting this response because: I attached a photo from their official Instagram page since the response said the other pictures I emailed were not from their site. Their description lists "pink tones" and the skin tone of the model in their photo is the same as mine. I'm not satisfied with their immaturity in handling a consumer who is not happy. Their actions are borderline childish. 
Regards,
A[redacted]

Hello,Our response time form emails is 24-48 hours. The customer emailed back to back (5/27 & 5/29) Kylie Cosmetics from the same email chain bringing him to the front of the queue with the newest emails. We do answer the oldest emails first that is why her email was not answered. Today 5/31 the customer was emailed today and advised that we will have a replacement package sent out and processing time is 7-10 business days and once the order ships they will receive an email with tracking.

Complaint: 11797793
I am rejecting this response because: I will close it once I receive my package or a refund. 
Regards,
[redacted]

We aim to respond to all E-mails within 48 hours. Please note that this time frame may be extended during and immediately after launches, please see policy attached. If our customers have any issues upon receipt of their order, and especially in this case if the customer should receive the wrong...

order, to email customer service. If a customer receives the wrong order, upon verifying this with photos, we will then send them their correct order. Therefore on 12/8, the customer was advised we are sending them their correct order, see below for exact email verbiage:"We are so sorry for this issue. We'll have a one time courtesy replacement package of order K3799642 sent out to you. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking."

We have reviewed USPS.com and Aus post and they both state, "Your item was processed through a facility in AUSTRALIA on December 17, 2016 at 3:16 pm. The item is currently in transit to the destination." I have attached both screenshots of each website. We also emailed the customer...

thistracking information today 12/17.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12122659, and find that this resolution is QUITE satisfactory to me. Based on the attached picture kyliecosmetics.jpg other people tried to solve the problem having a replacement but the shipping never happened for real and they never provided any tracking info or link.Due to these reasons I will accept the request only when -they will send the package to me, to the German address I provided to their email yesterday (if they do not have it tell me where I can write it in order to no being published online and I will do it) and -with the tracking (existing) link with shipping details and -on top of the picture of the content of the package (currently most of the things I ordered are sold out on the website so I  guess how they can arrage another shipment of something they do not have) take a look at the sold out.jpg image taken few minutes ago- invoice declaring that is a replacement so with 0 dollars total - declaring that is a replacement outside of the package 
Regards,
M[redacted]

As we review the customer's attached document email communication, we can see that her email correspondence was with [email protected]. This is not our contact email address or the address we issue emails from. Our contact email address is [email protected], see attached information from our website contact us page. Therefore we have concrete irrefutable evidence from the customer showing this order was not placed through kyliecosmetics.com. In addition all of our orders start with a K and are followed by seven numbers. As we can see in attached documentation file, her order number only contained four numbers (#51096).Furthermore this evidence also shows that she placed her order through https://http://www.kyliecosmetics-us.com. As she did not place her order through Kyliecosmetics.com she would need to contact the site she did place her order through for a resolution.

Steven 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 Steven is order number #24753, which is not...

recognized in our system. It also appears that the order confirmation that Steven has provided to our Customer Service Team indicates an order that is not ours and is not issued from our website. We have included a screenshot of the order confirmation that has been provided to our Customer Service Team, that indicates an order confirmation that was sent from [email protected], which we are not affiliated with. We advise that Steven contact the website that she has placed order #24753 with as they will be able to provide the best assistance with the order in question.

As it appears the package has been lost by USPS, we will therefore issue a replacement package. The customer was advised today 7/14 via email that we are issuing a replacement package of the lost order K6135849. The exact email verbiage the customer was advised, " We are so sorry for this...

issue. We'll have a one time courtesy replacement package of order K6135849 sent out to you. Processing is 7-10 business days, once your replacement package goes out you'll receive an email with tracking." When the customer does receive her tracking information we advise her to visit usps.com frequently for updates. In addition, if any further issues arise to please email customer service.

Complaint:...

11529541
I am rejecting this response because: I have attached a picture of the email that your company has sent me with the order number and my email. I am not sure why you are not able to find this information when I am using the exact same email and the exact same order number. email-- ***@outlook.comorder number-- K1306974
Regards,
C*** ***