ColourPop Cosmetics, LLC

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.

Good Morning, The customer reached out to us in regards to a few damaged and missing items from orders and The replacement for order has shipped 94***55*** and will be delivered soon; the replacement order for is currently processing and
should be shipping shortly, once this order ships, an email with tracking will be sent.The customer also reference an issue with order 3509589, however we found that this order is not hersOnce we have confirmed the correct order number, we can issue a replacement for the damaged items she receivedThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11875407, and find that this resolution is satisfactory to me
Regards,
S*** ***

Good Evening,The customer reached out to us in regards to order 3563571, her order was returned to our HQ due to an insufficient addressHer order was shipped to the address she provided during checkout: Michelle Flood W PIERCE STMACOMB, IL61455-1394, United States9400110898655027254787 Per our returned package policy, all returns are cancelled and refunded upon delivery to our HQThe customer has been refunded in full, additionally, all of the products that were originally ordered are available for purchase so that she can re-orderWe sincerely apologize for any inconvenience this issue may have causedThank you

Hello,The customer contacted us on May 20th to inform us that a product in her order was damagedAs this order was delivered on March 21, it was ineligible for replacement as it falls outside of our two week policy which states that all issues with an order must be reported within two weeks of deliveryThis policy can be found in our FAQ and via the following link: https://support.colourpop.com/hc/en-us/articles/***792-I-received-broken-item-s-...⇄ aim to assist each customer as best as possible, a courtesy replacement was issued for the item on May 24thThe replacement order Rwas shipped on May 25th and was delivered on May 26thAs the customer has received a replacement, we consider this inquiry resolved USPS tracking: 94***

Complaint:
I am rejecting this response because:I do not mean to be on a back and forth with a company over mere $What I want to know is about my original request for a refund, which was deniedI completely understand the no return policy, but I notified the company there was a mistake is the order and I made clear that I wanted a refund, not an exchangeCompany pointed out only an exchange was possible, and later on, not even that.My question is, is it lawful to deny a refund when a customer reaches out to the company and says they need to amend an order? What exactly is the policy? As I said previously, I found customers online who were in the same situation and had their orders amendedDoes it come down to the employee who is handling each request?
Regards,
*** ***

Please note, all replacement packages are one time courtesy replacements as we cannot send out an infinite number of replacementsIf the customer experiences a future issue with another package, we will gladly assist them via [email protected] addition, we also recommend for the customer to reach out to us via email for any clarification on our policies and proceduresFor a more detailed outline, we also recommend for the customer to review our Terms of Service https://colourpop.com/pages/terms

Hello,The customer contacted us on March 23rd to inform us that she was missing an item from her order The missing item was an item that was discounted as part of our Last Call, and is no longer available for saleAs items on Last Call are discontinued once they are sold out, Last Call
items are not eligible for replacements or refundsThe customer was issued a coupon code for the purchase value of the item which can be applied towards a future orderWe also provided the customer with a link to our return policy, which does not offer refundsThis policy is available on our site at all times via the following link: https://support.colourpop.com/hc/en-us/articles/***831-Return-PolicyAs this is the case, the customer’s inquiry is considered resolved

***,Unfortunately Colourpop does not have any special contacts or phone numbers with the USPS that give us more information than you were able to receive directly. I don't really think the USPS would be able to figure it out, only that it left Texas on Tuesday. I'm not sure about the generic sounding responses other than we have multiple people handling questions as they come in and maybe they did not understand the details of the problem. Hopefully the package just arrives at your house shortly. If it is receive back at Colourpop, we automatically refund the money. Sincerely,*** / Colourpop Accounting

Complaint:
I am rejecting this response because:
I did not sign for the packageThe package was deliverd to some one elses house and I pulled the signature from the post office and it is a scribbleI do not have the packageIt did not arrive at my house nor did I sign for it
Regards,
E*** ***

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: 94***55***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

Hello, The customer reached out to us in regards to her Bianca Ultra Mattes, she provided the requested photos and a replacement order was generatedHer replacement order is currently processing and will be shipping within 3-business days, once her order ships, an email with tracking will be
sentThank you

Good Morning,The customer reached out to us in regards to order 3563571, she noted that she had not yet received itWe looked into her order and found that her package was returning to us due to an insufficient address:September 6,9:amInsufficient AddressMACOMB,IL61455Per our returned
package policy, all returned orders are canceled and refunded upon delivery; unfortunately, we are unable to re-issue returned orders as it would be unfair to all of our other customers who are in similar situationsOrder was received at our HQ, and a full refund for the order was issued; the promotional free products are now available for purchase so that she may re-orderWe apologize for any inconvenience this issue may have causedThank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11867261, and find that this resolution is satisfactory to me
Regards,
K*** ***

Hello,The customer contacted us on June to inquire about the status of orders 10509714, 10513266, and 10547590, all of which were placed on June 14th and had not yet shippedOrders typically process in 3-business days, although processing can take up to business days for orders placed
during a promotionInformation on our processing times can be found on our FAQ and via the following link: https://support.colourpop.com/hc/en-us/articles/***671-When-will-my-order-ship-T...⇄ three orders were within typical processing times at the time that the customer reached out to our teamThe customer did request that all three orders be cancelled, however the orders had entered the packing process at the time this request was madeOnce an order enters this process we can no longer make changes to the order, including cancellationPlease note that, in addition to the above, it is stated on our FAQ that orders cannot be modified once placed, as all sales are finalThis information is available via the following link:https://support.colourpop.com/hc/en-us/articles/***571-Can-I-cancel-my-orde...⇄ As we aim to assist each customer as best as possible, the customer’s inquiry was escalated to our management teamAll three orders were flagged for cancellation as a one-time courtesyThe refunds will post to the customer’s account within 10-business daysAs this is the case, the customer’s inquiry is considered resolved

Complaint:
I am rejecting this response because: I appreciate this response more than any the company has expressed so farI reallyThink they need to change this policyHowever- I am rejecting the response not to be rude, but because I know for a fact that the two orders were placed on different days and have screen shots that show thisSo you can understand my frustration.
Regards,
E*** ***

Good afternoon, Our Customer Service team issued a replacement package for the customer on Jan 19th, This replacement package (5378164B) shipped Jan 20thTracking: 94***55*** Last tracking update states, "Your item departed our NASHUA, NH destination facility on
January 22, at 12:pmThe item is currently in transit to the destination." We recommend the customer to periodically check their tracking number for updates regarding the delivery/location of their replacement packageAs the replacement package has been issued, this inquiry has now been resolved

Good afternoon,As we ship via USPS, we are only able to see the same tracking page as the customerTheir package was "returned to sender" as the package was undeliverable at the address providedTracking Number: 94***55*** The customer's package was returned to our facility on Dec
6th and processed by our Returns Team on Dec 9thPer ColourPop's "returned package" procedure, all returned packages are cancelled and refundedThe customer was contacted on Dec 9th with a refund notificationAs this order has already been cancelled and refunded, we are unable to issue a replacement for the customerThe refund will return to the customer's account within 7-business days

Good afternoon, We care for each and every one of our customers and work hard to assist our customers as best as possibleThe customer emailed in to inform our team that part of their order did not arriveOur team issued a replacement order for the customer, order 7240180C, which delivered to
the customer on 8/15/17. Tracking: 94***55***A replacement was issued due to our return policy, which does not offer refunds, returns, or exchangesThis policy is available on our FAQ and has been attached for your reference: https://colourpop.com/pages/faqsWe also provided the customer with a $coupon code as a customer service courtesy due to the delay that the customer experienced in receiving their full orderAs this is the case, the customer's inquiry has been resolved

Good Morning, We understand your concerns and sincerely apologize for the inconvenienceHowever, we cannot issue a return/refund/exchange for customers who have experienced an allergic reaction. As previously stated, our return/refund/exchange policy is listed on our FAQ which is available to our customers 24/for their convenience while shopping with us. Again, we sincerely apologize for the inconvenience