ColourPop Cosmetics, LLC

Good afternoon,We take our customers' privacy extremely seriously and have confirmed that no credit card information is ever made public during purchasesWe have placed preventive measures to ensure the safety of our customer's account information.As we ship via USPS, international tracking is not
always updated until the package reaches the customer's local post officeDue to many restricts on import laws, international packages are sometimes denied at Customs offices and returned to sender without notifying the customerAs we are only able to see the same tracking as the customer via the USPS website, we are unable to provide any additional information as to why their package was returned.Per our "returned package" policy, all returned packages must be refunded and a notification is sent to the customer regarding the refundTo be fair to all our other customers, we are unable to honor the special promotion for orders placed outside the promo time frame.Thank you,

Hello,The customer contacted us on April 30th to inform us that she had not received her package for order This order shipped on April 23rd, and was still in transit at the time of the customer’s inquiryThe customer was advised that her package may be delayed and to contact USPS for more
detailed information regarding the delivery of her orderAs of May 9th, the package has been marked as delivered to the recipient’s address according to USPS tracking: 94***As the package has been delivered, we consider this inquiry resolved

Hello,The customer contacted our team on February 1, to inform us that she was concerned with the formula of a product in her orderBased on the photos provided, the customer was informed that the formula of the product received was consistent with the formula of the particular product line
As per the product description page on our site, our Ultra Blotted is: “A medium coverage matte lipstick that creates a soft, diffused look.” The product description page is linked here for your convenience: https://colourpop.com/products/zuma We informed the customer that any replacement of the item would have the same formulaAs the customer was unhappy with the formula, we also provided her with information regarding our return policy which can be found via the following link: https://support.colourpop.com/hc/en-us/articles/115000433831-Return-PolicyAs we strive to assist each customer as best as possible within policy, we issued a $coupon code to the customer which can be used on a future purchase

Good Morning, The customer did contact us in regards to damaged product for order 2***19, we requested photos for the damaged items and are still waiting to receive themA replacement order for this customer is currently processing, the replacement order number is R2***19, once the order
ships she will receive an email with trackingThank you

Complaint:
I am rejecting this response because:there was not an insufficient addressThe customer service has been rude and patronizing, which I've realized is not exclusive to my caseThere is a bevy of complaints about rude customer service on their Facebook pageI qualified for a free lipcolor and I'm just asking that the company honor their promotion because the error was entirely on their part
Regards,
M*** ***

Hello,The customer contacted us on October 4th to inform us that she had received a wrong orderA customer service representative offered a replacement package for the wrong order and informed the customer that she should not incur additional customs fees on the replacement packageThe customer
accepted the replacement package, however processing of the replacement package was delayed as the customer opened a claim with PayPalOnce the claim was resolved, the customer was issued a replacement package for her orderThe replacement order, 78***95B, was shipped on October 12th with USPS tracking number LX***USAs per USPS tracking, the package is currently in transit to its destination

Complaint:
I am rejecting this response because: this is terrible customer serviceI want to be respected as a customer and I dislike how this being handled why would I buy another product when I became ill and your company doesn't care to respect and acknowledge my well being!!! My BUSSINESS will be accepted somwhere elseI would like a refund because of this whole ordealThis was my first purchase and LAST
Regards,
*** N

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12209357, and find that this resolution is satisfactory to me
Regards,
L*** ***

Good morning,The customer was issued a replacement package Rfor their damaged item on 12/This replacement package was shipped on 12/and is currently in transit to the customers destinationTracking: LZ197683838US As the replacement for damaged item has been issued, this inquiry has
been resolved

Complaint:
I am rejecting this response because: They did however cancel my order and provide a $coupon code, but they not once try to reach back out to me until it was Revdex.com contacted themI just received an email this afternoon about cancellation of my orderI mentioned it taking emails to them for a response and was given an apology not a "We previously reached out to you statement"
Regards,
R*** ***

Hello, We do our best to have all orders shipped within our processing times, which is 3-business daysDuring periods of high order volume, however, our processing times may extend beyond this typical time frameThis information is available on our FAQ at all times, via the following link: https://support.colourpop.com/hc/en-us/articles/***671-When-will-my-order-ship-T...⇄ customer’s order was placed on 2/27/and fulfilled on 3/6/18, the 6th business dayAs our apology for the shipping delay, a free gift was included in the customer’s orderFree gifts are included as an apology and selected at randomOur customers’ satisfaction is top priority for us, and the free gift was not included with the intention of causing any frustrationWe have forwarded the customer’s disappointment to the appropriate department to ensure that complexion products are never included as free gifts in future ordersAdditionally, we have provided the customer with a $coupon code as our apology for any frustration the free gift may have causedAs this is the case, the customer’s inquiry is considered resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11602815, and find that this resolution is satisfactory to me
Regards,
*** ***
Hi,I've received their response via email too and I appreciate itThey are gonna send me again the liquid lipsticks in the same shade but like I said in the "resolution" part, I'd like to have it changed for another one because I think the problem is with the Bianca formula.If that formula is good now, then is ok to send me that one but if it's the same as the ones I have in my house, then I'll appreciat you send me two of the Beeper ones because is similar to the other.Thank you!***

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

We have a strict no refund, return, or exchange policy which is available and detailed in our FAQ at all timesThe customer has been issued a replacement for the missing items from her order and a coupon code for the packaging of an additional itemPer our Terms of Use regarding replacements and refunds: “You (the customer) acknowledge and agree that we limit our liability in respect of all claims, at our option, to:the supply of the Product again; orthe payment of the cost of having the Product supplied again”By placing an order with ColourPop Cosmetics, the customer has agreed to these termsOur full Terms of Use and FAQ page can be found via the following links: https://colourpop.com/pages/termshttps://support.colourpop.com/hc/

Complaint:
I am rejecting this response because:Regards,
T*** ***
I did not get the items I orderedColourpop advertised and sold me the SHAYLA X COLOURPOP collectionThe SHAYLA collection, collection usually means a whole set, comes I a pretty purple and black packageI ordered these as gifts and I thought they were really cuteMuch to my surprise, this business did not sent me the SHAYLA collection I ordered and paid forThey sent me an awful ugly yellow packaged productDoes not even have the same nameI ordered two of these collections and I got TWO ugly wrong products that I did not orderColourpop must have been sold out of the collection that they advertised, I strongly feel this was advertising and since they REFUSE to send me the correct items and REFUSE to allow me to return th incorrect items they delivered to me I feel this is THEFTI WAS never offered any money backI was offered a coupon that I will never useThis company has abused me so much why would I EVER do business there againNot only was I sent SEVERAL wrong products that I did not order but it took this company over a week, and several emails from me to even ship these itemsI figure they were deciding the sneakiest and best way they could completely rip me offI did not mention but I will now because they did, they sent me a cheap $palette instead of the $palette I paid forNow, they did fix this so I know if they wanted to they could make the other wrongs they made rightYou cannot advertise one thing and send a completely different item! This company is an absolute disasterMy first and very last order ever from here. What I want is what I ordered to begin withPretty simpleI do not want to be robbed and taken advantage of.

Hello,The customer contacted us on October 26th to request that we cancel her order, Her order entered the shipping process before we could cancel it, and it was shipped on October 27thShe was provided with a tracking number for the package 94***55***, which was delivered on
October 30thUnfortunately, we do have a strict return policy which does not offer refunds, exchanges, or returnsAll sales are finalThis information is available at all times on our FAQ page: https://support.colourpop.com/hc/en-us/articles/***831-Return-PolicyFurthermore, the customer accepted their order upon receipt and therefore has the products that were paid forUnfortunately, we are unable to issue a refund for the order for these reasons

As we aim to assist each customer as best as possible, we extended to the customer the option to return the palette for a replacement, in addition to the $codeDue to our return policy, which does not allow refunds, returns, or exchanges, we informed the customer that we could not cover the shipping costs involved with returning the original paletteOur return policy can be found via the following link: https://support.colourpop.com/hc/en-us/articles/115000433831-Return-PolicyUnfort...⇄ we have not yet heard back from the customer regarding this option

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11099880, and find that this resolution is satisfactory to me
Regards,
S*** ***

Good Morning,
The customer reached out to us in regards to a missing package for order 3212408, she provided
an alternative shipping address so that a replacement order could be issuedHer replacement order is currently processing, once it has shipped an email with tracking will be sentThank you

Hello,The customer contacted our team on January 2nd to inform us that she had not received her package for order 9073262.As we aim to assist each customer as best as possible, we issued a replacement for the order as a courtesy for the delayA replacement order, R9073262, was issued on January
29th, shipped on January 31st, and is currently in transit to the destinationUSPS tracking number: 94***81***As a replacement order has shipped for the customer, this inquiry is considered resolved