ColourPop Cosmetics, LLC

Hello, The customer contacted us in regards to her Ultra Metallic lipsticks that she felt were half fullWe advised that this product does retain a mousse-y consistency which makes is moldable and easily moved within the vial; we also noted that this is not an indication of missing product as
all products are filled to net weightThank you

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*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11602748, and find that this resolution is satisfactory to me
Regards,
*** ***

The customer emailed in regarding a damaged product in an order that was shipped internationallyAs of December 2016, we no longer offer international replacements for individual items. This information has not yet been updated on our FAQ, however as per our Terms of Service, Section 4:
Modifications to the Service and Prices: "Prices for our products are subject to change without noticeWe reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time."As we do our best to provide exceptional service to each of our customers, our team will honor our previous replacement policy and has offered a one-time courtesy replacement package to the customerPlease find attached our communication to the customer.

Complaint:
I am rejecting this response because: they worded it that this is a "one-time courtesy replacement" when their website says they will replace any damaged productI would like to know, if I order again, that this will be done for me in the future should I have any other issues.It is egregious to offer a coupon and basically expect your customers to pay more to make up for your employees' careless mistakes when packing the ordersDo not place the responsibility of rectifying these mistakes on your customers and their walletsShameful
Regards,
*** ***n

Complaint:
I am rejecting this response because: they did not send one of the shadows in the original order and the customer service was terribleTook over a month to get my package and along with a missing shadow, one was sent broken.
Regards,
M*** ***

Complaint:
I am rejecting this response because: In the complaint to the Revdex.com, which I emailed to the customer service email via colourpops website, I did INDEED ask for a refund of the shipping costsThis is included in the complaint I emailed to the companyAlso, sending me a replacement of the items I PAID FOR is NOT a COURTESY! I cannot BELIEVE the NERVE of this company!! It is no where NEAR a courtesy to send items to someone that they paid for! Is this a joke? Is there a way to further escalate this issue? In what world is sending someone the items they paid for OVER TWO WEEKS AGO a courtesy to me? Also, its been days since they said they would send me the items I paid for and guess what? IT STILL HASN'T SHIPPED!!!!!!!!! I have the entire email threadIf there is an email address I could send a copy of the over emails I have going back and forth with this place I will GLADLY forward themAt this point, this website is operating fraudulently considering I have paid them, and I have NO productAt this point, I am considering legal action, especially if I do not get resolutionI will also contact the media if need be.
Regards,
K*** ***

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 Afternoon, The customer reached out to us in regards to an order that she had recently placed, she noted that she would like to remove an item from her orderWe responded and noted that we could swap items of equal value however, by the time the customer emailed back with her request, her
order had shipped.Unfortunately, this is a very time sensitive issue; we always do our best to respond to customers within 24-hours after each inquiry they sendEach correspondence with the customer in regards to this issue was within a hour time periodUnfortunately, as we do not currently have a return policy, and will not be able to issue a replacement for the customer's duplicate item. Thank you

Hello,The customer contacted us on February 8th to inform us that she her order was missing three itemsAs per our policy, a coupon code was issued for the value of the items, and later a refund for these items as an alternativeAs we aim to assist each customer as best as possible,
extended the additional offer to replace these items as a one-time courtesyThe customer accepted this offer and a replacement order, R9406348, has been issued on February 22, The customer will receive tracking information when the order ships

Hello,The customer contacted us on May 2nd, to inform us that she was missing an item from her order Due to the recent high volume of inquiries, our response time has been delayed and we were unable to respond to the customer’s inquiry within our time frameA replacement order for
the item has been issued on May 8th, shipped on May 11th, and is currently in transit to the destinationUSPS tracking: 94***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11568451, and find that this resolution is satisfactory to me
Regards,
M*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11130116, and find that this resolution is satisfactory to me
Regards,
P*** ***

Complaint:
I am rejecting this response because:As I stated in my original complaint, it is not acceptable to ship someone an inferior product that they did not order and then expect them to just take a discount code for their next purchase. If they could not ship an undamaged product then I should not have to pay for it as they could easily refund me and then make a claim with the shipping carrier to get their money back. I am also not technically getting my money's worth as if I wanted to get another product of the same value then I would have to pay for shipping which is $5.99. After the back and forth for almost two weeks I would just like my money back so I never have to use them again
Regards,
L*** ***

Hello,The customer contacted us on May 20th to inform us that she received a wrong orderA replacement for order was issued on May 21st and shipped on xx/xxIt is currently in transit to the destinationUSPS tracking: We understand the customer was expecting her replacement to include
the limited edition PR box, however as the customer did not order the PR bundle, the replacement will not include the PR boxOur PR bundle was extremely popular and sold out with the remainder of the collection shortly after the collection’s original launch date, April 27, This limited edition bundle was not restocked with the rest of the collection on May 11, The customer’s order was placed on May 2018, 11:am, when our PR bundle was not available to purchaseFurthermore, the customer’s original order will show that $was paid for the Shayla collection bundleThe PR bundle retailed for $As the customer did not order and pay for the PR bundle, the replacement order Rwill not contain the PR boxAs a replacement for the customer’s order has been shipped on May 23rd, we consider this inquiry resolvedUSPS tracking: 94***

Hello,The customer contacted us on January 3rd to inform us that her package for order had been refused upon delivery at the shipping address in error, and that Canada Post would be returning the package to usShe requested that the returned package be re-shipped to herWe informed the
customer of our returned package policy, which requires an order to be canceled and refunded if the package is considered undeliverable and returned to usThis information is available on our FAQ page at all times: https://support.colourpop.com/hc/en-us/articles/***051-I-am-an-International-cus...⇄ aim to assist each customer as best as possible, we issued a replacement for the returned order as a courtesyThe replacement order, R8799533, was issued on January 6th, shipped on January 8th, and is currently in transit to the destinationAs the customer was issued a replacement for the original order, this inquiry has been resolved.USPS tracking number: LX***US

Complaint:
I am rejecting this response because: Again, this isn't going by what was stated on their websiteTheir website stated during the time of incident that replacement products will be sent if my products came damagedInstead, by offering my coupon code, I have to re pay for taxes, re pay for shipping, and re pay duties on the package which is not the same as getting my products replacedAlso again, if this "coupon" is supposed to be in liu of a replacement it shouldn't have an expiry date on it, especially when they only offer international shipping if you order 50$, in which I have to spend $to use my coupon and get free shipping.I'm not interested in spending more money on their website just so I can get products that were damaged replaced, which they said that they would do for me in the first place.Regards,
J*** ***

Complaint:
I am rejecting this response because; of a further complaint after receiving my package today.On March 29th, I received my package with a "gift" inside apologising for the latenessI was pleasantly surprised with the gesture as I proceeded to open the gift thinking it was a lipstickAfter fully opening the gift I felt insulted to say the leastThey gifted me with one of their "sculpting Stix" in the colour 'castle' which was too light for me being a black womanHow? How could you assume my ethnicity and conclude that the "gift" would be a match for me? This is just the icing on the cake as I was willing to let the bad customer service scenario goEven if it was a gift and it's usually the thought that counts, I wish you would have thought about the receiver of the gift a bit morea coupon code or a gloss would have been ok. THERE IS NO EXCUSE for these racially insensitive "mistakes" companies keep making in their advertising and product distributionNot to mention that this same collection that is now discontinued as well as being previously under fire for naming the darker shades names like "yikes", "typo" and "dume" whilst naming the lighter shades like the one I received "castle", "venice" and even "gummy bear"I'm obviously going to refrain from purchasing their products in the futureBefore replying, don't bother redirecting me to your terms and conditions page followed up with a "sorry for the inconveniences caused xoxo ColourPop" because i've had enoughI can't wait to share my experience.Regards,
N*** ***

Good Morning, The customer contacted us in regards to a $coupon code that did not successfully apply to her orderWe advised that discount codes could not be applied to orders that have already been placed, we also noted that her code could be used on a future orderThank you

Thank you