ColourPop Cosmetics, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11939921, and find that this resolution is satisfactory to me
Regards,
N*** ***

Hello,The customer contacted us on May 18th to inquire about products she received in order that she believed were damaged or defectiveOur team carefully reviewed the photos provided by the customer and determined that there was no damage to the products or any issue that would prevent
use of the productsAs we aim to assist each customer as best as possible, we extended the offer for the customer to return the items to our facility for a refundAs our we have a strict no return, refund, or exchange policy, we cannot cover the shipping costs involved in returning the productsOur return/refund policy can be found in our FAQ and via the following link: https://support.colourpop.com/hc/en-us/articles/***831-Return-PolicyWe look forward to assisting the customer with the above resolution

Below is a clip from an email that I sent to Cassandra Vallez on 12-31-15 in regards to order 1721825. Colourpop processed the refund for this order on 12-29-15. I do not know why the product did not make it to her nor why it took so long for the product to be found
undeliverable then returned. Once it was returned it we did refund the funds. If she does not have the money yet, it is in process. Sincerely G*** / Colourpop AccountingCassandra, Sorry about the painful process 94***55*** is the tracking showing that the package left our facility on December and spent a month wandering around Texas it seems, before finally making it back to Colourpop on the 28th. When Colourpop receives back a package we automatically refund the money which we did on the 29th. The money has already left our account an should be at your bank. It does take time for banks to put the money back in your account but you can call your bank to see if can be pushed faster with transaction ID 77***(below is the full screen shot). Sincerely G*** / Colourpop Accounting
Transaction ID: 78***Transaction Status:
Refund
Settlement Information
Settlement Amount:
USD (24.99)
Settlement Date and Time:
29-Dec-16:38:PST
Business Day:
29-Dec-Batch ID:
351***Authorization Information
Authorization Amount:
USD (24.99)
Submit Date /Time:
29-Dec-13:47:PST
Authorization Code:
Reference Transaction ID:
77***Transaction Type:
Refund
Market Type:
eCommerce
Product:
Card Not Present
Address Verification Status:
Retry, System Unavailable (R)
Card Code Status:
Not Applicable
CAVV Result Code:
Not Applicable
Fraud Score Applied:
Not Applicable
Recurring Billing Transaction:
N
Partial Capture Status:
Not Applicable
Customer IP:
Payment Information
Card Type:
Visa
Card Number:
XXXXExpiration Date:
XXXX
Total Amount:
USD (24.99)
Order Information
Invoice #:
Description:
ColourPop - Order Customer Billing Information
Name:
CassandraVallez
Company:
Address:
1*** *** **
City:
El Paso
State/Province:
TX
Zip Code:
Country:
US
Phone:
***
Fax:
Email:
[email protected]

Good Morning,
The customer contacted us regarding order 2817355; she had not received it nor had the package been delivered per her trackingShe was advised to contact USPS, which she did and was told that her order was returning to us due to an address issueThe package was
not received by our returns team, as such a refund for the order could not be givenThis package is now considered as a lost order as tracking has not updated since July 11th, we contacted the customer and offered to send a replacement packageWe are currently awaiting the customer's responseThank you

Order 2722503My apologies for not giving you more personal customer support. Colourpop uses only the USPS to keep the product cost to the customer as low as possible. On occasion packages do take side trips with Texas being one of those locations I recall (maybe the path taken for East
cost shipments?). As for your instance, the only information we have is from the USPS tracking which says the package was delayed and was departing Dallas TX on Tuesday Feb 2nd. From the tracking information, it shows it only took confusing days to get to Dallas, so hopefully less than that to get back. With those side trips the package will likely be routed to you, or if some issue with the address, it will come back to Colourpop. I will find out what happens if it comes back to Colourpop. Please have patience. *** ***/Accounting

Good Afternoon, The customer reached out to us in regards to an issue with her Flitter Ultra Metallic, a replacement was requested and a replacement order is currently processing for this productOnce her replacement order ships, she will receive an email with trackingThank you

Good afternoon,Verification is required for all cancellations/refunds as the security of all our customers is a top priorityAs the customer was unable to verify their account on Dec 5th, the order shipped and our Customer Service team was unable to cancel the orderI have included a screenshot of the email conversation with time stamps for referenceDue to this delay in response, we have requested for the customer to refuse the package so that it may "return to sender"All returned packages are automatically cancelled and refunded once they have arrived at our facilityHowever, as a one time courtesy, we have gone forward and issued a refund for the order even though it has not been received back at our facilityRefunds are returned back to the customer's account within 7-business days from the date of the refundIn addition, an apology and coupon code was issued as a customer service courtesy for any inconvenience the customer experiencedAs our team has gone through all the steps necessary to accommodate the customer, this inquiry has now been resolved.

Hello,The customer contacted us on August 28th to inform us that they had not received their order which was shipped on August 11thAccording to USPS tracking data, the package was processed for return to sender in Dubai, UAE and received at our headquarters on September 25thThe customer
was issued a refund for her returned order which is our policy for all returned ordersThe customer was informed that a refund was issued for her returned order and that the refund would appear in her account within 7-business daysThank you

Order 2831136I apologies for being slow in shipping. Colourpop's intent is to provide quick quality products but sometimes does have problems with orders. Tracking shows that since your complaint that you have received the product. I hope you
enjoy.Sincerely,G***Colourpop Accounting

Good Evening,
The customer reached out to us in regards to a formula issue with her Clueless Ultra Matte, unfortunately, we can only replace what was originally ordered so a coupon code for the value of the product was issued insteadThank you

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

J***, I see in the system that the shipping label was printed today. The package has most likely been picked up by the USPS and tracking by them will show as it goes through their processing center, My apologies for the delay in shipping. Sincerely G*** / Colourpop
Accounting

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

Good morning,As the customer's original order experienced an error in shipping, a replacement package was promptly created on Nov 28th and shipped on Nov 29th.As we ship via USPS, domestic packages will be delivered within 3-business daysAccording to the last tracking update, the package was
successfully delivered within the shipping time frame and arrived within business days.Tracking update states: "item was delivered in or at the mailbox at 12:pm on December 2, in SHEPHERDSVILLE, KY 40165." Thank you,

Revdex.com:
It was a shame that the company did not just handle their own returns issues and that I had to contact the Revdex.com in order to get the proper resolution from them Sadly for their actions, they have now lost a former loyal customer However, I have reviewed the response made by the business in reference to complaint ID 11937789, and find that this resolution is satisfactory to me
Regards,
L*** ***

Good Afternoon,
The customer reached out to us in regards to an issue with her Flitter Ultra Metallic, a replacement was requested and a replacement order is currently processing for this productOnce her replacement order ships, she will receive an email with trackingThank
you

Good afternoon,The customer was previously issued a refund by our Customer Service teamThe customer should see the funds return to their account within 7-business daysWe recommend for the customer to contact their bank regarding this refund as they will be able to best assist.Thank you,

Good afternoon,Original order was placed 10/26/and shipped 10/28/LN***USMost packages sent internationally are delivered within 7-business daysAs the original package's tracking was last updated 10/31/16, USPS has deemed this package "inevitably lost." Due to this, our CS team
issued a replacement for the customerThe customer initially emailed and addressed on 11/21/and a replacement Rwas issued 11/25/and shipped 12/5/Tracking for this replacement is LN***USThis package is currently in-transit to its destinationWe request for the customer to periodically check tracking for any updatesAs the replacement has been sent, the inquiry has officially been resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12841483, and find that this resolution is satisfactory to me
The issue has been resolvedThank you for your help
Regards,
T*** ***

Hello,The customer contacted us on November 17th to inform us that she did not receive an item in order as well as two items that were incorrect or damagedAs her order was delivered on October 30th, her request was outside of our two week policy, which states that all issues with an order
must be reported within two weeks of deliveryThe customer’s inquiry was escalated for review on December 13thAs we aim to assist each customer as best as possible, we issued a replacement for each of the items in questionThe replacement Rwas issued on December 15th, and has now shippedIt is currently in transit to the destination.Order Rtracking number: 94***