ColourPop Cosmetics, LLC

Complaint: I am rejecting this response because: I was never offered the option to cancel and reorder, nor was I ever sent or given the discount codeIt is a blatant lieIn addition, I see no real solution being offeredthe only way for me to get the $promised to me is to order more and pay another $in shipping which with the USD conversion ends up being almost $20.? Regards, L [redacted] ***

Complaint: I am rejecting this response because: I was ready to accept until I was told to email customer service for any questions about policyIf you read my initial complaint, I clearly did contact customer service who either lied to me about your policy or was not well trained as what they told me did not reflect the policy written on the website Regards, S [redacted]

Complaint: I am rejecting this response because: this business sent this request on FEB 23,today would make THREE BUSINESS DAYS from when I received their request after I waited TWO weeks for a response to my original request for a solution from this businessSo after three days of me not providing that information they are acting ? as if they have really ? attempted a resolutionI will send this information once I am out of the Hospital.? Regards, L [redacted]

We do our best to assist every customer as best as possibleThe customer reached out to us to inform us that their package was not received for their order Tracking: LZ137100438USOur team has issued a replacement to the customer of their full orderThe replacement order number is R7324710, and the order was shipped on 8/14/Tracking: LX [redacted] USA picture of the replacement order is included for your referenceAs a replacement has been issued to the customer for their missing order, the inquiry has been resolved.?

Good afternoon,Our records indicate that the customer's order did not meet the $minimum to qualify for our promotional freebies.As their order fell under the promotional requirements, the order was cancelled and has been refundedPlease allow 7-business days for the refund to return back to the accountThe customer was informed of this cancellation on 12/12/16.Thank you for your understanding

Good Morning, The customer was notified that payment had failed for her order, as such we had to cancel the orderShe was also told to place a new order and to provide us with the order number so that we could issue a 20% discount off of the subtotal of her order to account for the promotionWe are currently waiting to receive her new order number

Good afternoon,The customer has contacted our Customer Service team on the following dates: Dec 14, Dec 16, Dec 19, Dec 30, Jan 2,and Jan Our team has responded to the customer on the following dates: Dec 14, Dec 18, Dec 20, Jan 3, Jan 5, and Jan As our response time is 24-business hours (does not include holidays or weekends), our team has adhered to the allotted time frameI have included a screenshot of the customer conversation for reference.On Jan 9, we contacted the customer offering to issue a one-time courtesy replacement package; according to USPS, the package was not shipped properly as tracking has not updated: [redacted] [redacted] Our team also issued a coupon code for a future order as an apology for any inconvenience the customer has experiencedHowever, the customer has not responded backAs this is the case, the inquiry remains "pending." As soon as the customer emails back to confirm the ship to address, we will be able to proceed with the inquiry

Good Morning,The customer reached out to us in regards to an allergic reaction she experienced from a product she received in order She requested a refund for theorder, however, our refund policy prohibits us from issuing a refund for any reasonThis information is listed on our FAQ page 24/for our customers' convenience; asan apology for the issue, a coupon code was issued to the customerThank you

The customer reached out to us in regards to her dissatisfaction with her most recent order, she provided the requested information, and a replacement package was issued on 7/and delivered on 7/ href="https://tools.usps.com/go/TrackConfirmAction_input?qtc_tLabels1=[redacted] [redacted] " target="_blank" [redacted] [redacted] Thank you

She says she had damaged items, we asked her to send pictures (standard procedure) and she said she threw them awayWe can't send replacements without proof of the damageMost companies would make you send an item back if it was damaged, but because our products are so cheap we just ask for pictures

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12677285, and find that this resolution is satisfactory to me, as long as I receive the proper missing items that were paid for Regards, A [redacted]

The customer reached out to us in regards to her dissatisfaction with her most recent order, she provided the requested information, and a replacement package was issued on 7/and delivered on 7/[redacted] [redacted] Thank you

Good Morning, The customer contacted us in regards to order 3030132, she placed the order on 7/and wanted to receive it by 7/processing times are 3-business days and once shipped, orders take 3-business days to be deliveredHer order was shipped on 7/(the 3rd business day of processing) and delivered 7/ [redacted] Thank you

Complaint: I am rejecting this response because:The promotional offer should be upheld and I would like to receive a voucher for the item I was promisedMy address was not insufficientI gave my legal address and my other mail has had no problems arriving at my addressColourPop is not being truthful nor ethical in the treatment of their customers Regards, M [redacted] ***

Hello,The customer contacted us on December 26th, to inquire about the location of her order It was determined that the package for this order was returned to sender according to tracking data from USPSThe returned package was received at our facility on January 23rd, and a refund was issued on January 25th, 2018, as per policyMore information regarding our policy for returned packages is available on our FAQ https://support.colourpop.com/hc/en-us/articles/ [redacted] 272-USPS-says-my-package-is-undeliverable-What-happens-nthe customer was issued a full order for the returned package, this issue is considered resolved

Complaint: I am rejecting this response because: In my original complaint, I specified very clearly times and dates, which the business failed to consider in their responseFirst, I would like to ask, why could they not amend my order? Why couldn't they take item off? Thankfully, it was just item duplicated, what if it was the whole order, wouldn't I be able to receive a refund? I research in some online forums and found this other customers with the same issue I had, some had their orders amended by the company and some did not (like me)Is there any clear policy on this or it all comes down to an employee that dont to go through the hassle and say they can't do it? The company also implies that it took me too long to get back to themI never imagined that they would not amend my orderBut still, I answer them on the very same day of the orderVery late at night, but on that same dayTheir rep said on this instance that the item could be swapped as long as it was not on SHIPMENT processVery wellAround in the afternoon the next day, they email me saying they could no longer swap because the order was on PACKING PROCESSI answered back questioning, if its not yet shipped, how hard can it be to swap a lipstick for another? So in short, I emailed them back Thursday night, on Friday afternoon they said they could not swap it, but the order was actually just shipped on Monday morningBy the time I filed this complaint, the order had not yet shippedTo say that it was too late to amend the order was simply not true All dates and times I mention can be confirmed by our email communications So why not just simply amend the order? Later that same nightI saw the company's response Regards, [redacted]

Good Afternoon, The customer has not reached out to us in regards to any further issues with her new replacement orderIf items were received damaged or are missing from her order, replacements can be issued once she contacts us and provides the necessary photosThank you

Complaint: I am rejecting this response because: Whether you have a return policy or not, your products should be safe and not cause bodily harm or disfigurement for their intended purposeAnd your customers should not have to incur surgery costs and scarring as a result of use of these products! The lack of professionalism, customer service and general concern for your customers is appalling at best Regards, S [redacted] ***

Bad customer serviceAmazon is much better at delivering with their servicesColourpop does not even recognize their faultsI had ordered something to be delivered to Canada on July 5th, up until today (August 24th, 2016) I have not received anythingIt says that just a shipping label was created with USPSI have exchanged many emails and they tried to put the blame on USPSThey do not read their email properly and therefore they are not listening to their customersI just received an email back saying that they will send a replacement after a month and a half of exchanging emailsIt's absolutely ridiculousI will never order from them again

Complaint: I am rejecting this response because: I did reach out to the business and they never sent the shadow that was missing.? Regards, M [redacted]