ColourPop Cosmetics, LLC

Hello,The customer contacted us on April 9th regarding a broken item from her order The broken item in question was a discontinued item and could not be replaced due to lack of inventoryThe customer was issued a coupon code for the value of item as we do not offer returns, exchanges, or
refunds per our policyInformation on this policy can also be found herehttps://support.colourpop.com/hc/en-us/articles/115000433831-Return-PolicyAs the customer has been issued a coupon code for the value of the discontinued item, we consider this inquiry resolved

Hello, The customer contacted us on December 18th to inform us that she received wrong orderA replacement order, R8759163, was issued on December 20th, and shipped on December 21stThe package is currently in transit to the destination USPS Tracking: 94***81***

Good Morning, We have received multiple emails from Subrenia Surgeant and can confirm that all emails have been responded toHer order number 4760767, was shipped on 5/with tracking number 94***40. She contacted us on 5/because she had not yet received her order,
we tracked her order and found that the package was returning to us because her package was unclaimed at the post officeUnfortunately, we have no control over returned packages as USPS ultimately decides what is returned and what is not returned. Once her returned package is received the order will be cancelled and refunded in full, we will contact her once this happens

Good afternoon,As ColourPop Cosmetics ships via USPS, domestic packages can take an estimated 3-business days to shipsThese days do not include holidays or weekendsAccording to tracking, the customer's package was shipped 11/18/and experienced a delay in shipment on 11/20/(last tracking
update)As this is the case, the customer was issued a one-time courtesy replacement package on 11/29/as the shipping time frame had exceeded estimated arrival times

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11599748, and find that this resolution is satisfactory to meI have responded to the customer service supervisor at Colourpop and accepted her offer to send me a replacement packageI also provided an alternate address where she can send the replacementI wish for this to be followed through promptly and communication on the business' behalf to remain active until the intended resolution is achieved
Regards,
*** ***

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,

The customer responded to our inquiry on March 1st with the requested pictures, however we were notified that a chargeback was filed for the order in questionWe would love to continue to work with the customer towards a resolution however, as a chargeback has been initiated, we must work with the customer’s financial institution to resolve the chargeback

Complaint:
I am rejecting this response because: However they have screenshots of the times "the tried to reach out to me" I would like to see the actual messages sent to my exact email because I did not receive either of messages but coincidentally got every other one sentSo if it's not a problem I would like screenshots of those emails sent to my exact email please and thank you
Regards,
R*** ***

We do our best to assist each customer as best as possibleAs per our policy, a coupon code for the value of affected items from order was issued when the complaint was receivedAs the customer did not inquire further regarding alternate resolution we concluded that the coupon code was accepted and the inquiry resolvedWhile we work to reach a resolution with all issues, we require that any issues be addressed within a two week time frameThis order was from February and the customer did not contact us again until August of to express her dissatisfaction with the coupon codeAs the order is now over one year old, we can no longer offer additional compensation for this issue

The customer contacted us in regards to a $discount that was not applied to her order, she was notified that we do not have the ability to add a discount to an existing order; she was told that we could cancel her order while it was processing so that she could re-order and use
her discount codeHer code is good for days from the date she signed up for the newsletter and she can use it on a future order.Thank you

Hello,The customer contacted us on February 9th to inform us that there were missing items from her order In accordance with our policy, we requested that the customer confirm the names of the missing items and provide a photo of her packing slip and the items she did receiveThis
required information can be found on our FAQ page via the following article: https://support.colourpop.com/hc/en-us/articles/***511--I-am-missing-item-s-in-m...⇄ February 27th the customer has not respondedUnfortunately, we cannot assist the customer further with her order without names and photos of the products that are missing

P***, My apologies for the estimates on our response time for communication as well as our shipping time. Your product is at the USPS Santa Clarita Processing center where I believe they consolidate for cross country shipping. You should have
received a tracking number to follow it's progress. If you haven't please let me know and I will forward it to you. Sincerely G*** / Colourpop Accounting

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11862869, and find that this resolution is satisfactory to me
Regards,
M*** ***

Complaint:
I am rejecting this response because:I contacted colourpop may I have copies of my email and after a lengthly going back and fourth I demanded my refund and I was ignored I then contacted Revdex.com and the package was sent out may after I requested a refund if you check that ups tracking number you can see for yourselfAnd my questions were still ignored about my identity being compromisedThis business is very unprofessional and with go so far to keep adding insult to injuryIf you see the pictures I promptly responded and asked for a refund and clearly you see the dates . Regards,
Y*** ***

Order 2725176I 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 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 sent
Thank you

Good Afternoon, The customer reached out to us and requested to have her order canceled; per her request, her order has been canceled and refundedThe refund should be seen in 7-business days, thank you

Complaint:
I am rejecting this response because:I have already been told this information by the company and advised them it is not enoughI have photos of the damage and dirty product that do clearly show the reason for my complaint (unlike their response below where they are basically insinuating I am being untruthful)Please advise how to further proceed
Regards,
A*** ***

***,
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

Hello, Unfortunately, we are unable to add a code to an order once it has been placed, this information is noted on the email in which the code was issued; this policy is in place to be fair to all of our other customersIf the MsC*** would like to use her code, she may do so on her next orderThank you