ColourPop Cosmetics, LLC

Hello,The customer contacted us on December 26th, to inquire about the location of her order It was determined that the package for this order was returned to sender according to tracking data from USPSThe returned package was received at our facility on January 23rd, and a refund
was issued on January 25th, 2018, as per policyMore information regarding our policy for returned packages is available on our FAQ page: https://support.colourpop.com/hc/en-us/articles/***272-USPS-says-my-package-is-u...⇄ customer was issued a full order for the returned package, this issue is considered resolved

Hello,The customer contacted us on November 7th to inform us that she had not received her package for order 8196813, and to inquire about changing the delivery address on her orderThe order in question was shipped on October 31st and tracking did not update until November 8thThe customer was
informed that changes cannot be made to an order once it ships and that the address change request was made days after shipmentWe have reviewed the customer’s order and can confirm that the order was shipped via ground shipping, as it includes an item (nail polish) that is only eligible for ground shippingShipping restrictions are available on the USPS website via the following link: https://www.usps.com/ship/shipping-restrictions.htmDomestic shipping times are typically 3-business days however, as the destination address is located in New Jersey, ground shipping may take additional business daysAs we aim to assist each customer as best as possible, a replacement package was offered to the customer on October 27th as a customer service courtesy for the delayThe replacement package, R8196813, was accepted by the customer, issued on November 14th, and shipped on November 15th to the customer’s confirmed alternate addressAccording to current tracking data, the package for replacement order Rwas delivered on November 17th

Hello,The customer contacted us on April 14th to inform us that she was missing an item from order A replacement for the item was issued on April 17th and is processing as of April Orders can take between 3-business days to process (not including weekends or holidays)Information
regarding 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-shwe do not currently offer expedited processing or shipping, the replacement package for this item is within our processing timesThe 5th business day for processing for the replacement package Rwill be April 24th, The replacement order shipped on April 24th, with USPS tracking number 94***and is currently in transit to the destinationAs a courtesy for any inconvenience caused, the customer was also issued a $coupon code which can be used on a future purchaseAs the customers replacement package is processing within our typical processing times, we consider this inquiry resolved

Hello, We responded to Shannon Scott's initial complaint on 5/stating that we would not be able to issue a refund or replacements as we do not have a return policy. Our return policy is stated on our FAQ page 24/7, and is accessible to the customer prior to them placing their order
Please refer to the attachment.

We understand the customer’s concern regarding privacy, and we take this issue very seriouslyCustomers’ payment or credit card information is never made public and billing information is not saved on accountsOrders placed the same day and with the same shipping address are subject to combinationUnfortunately our fulfilment system automatically combines any orders that meet these criteria; we do not have control over this processWe have passed the customer’s feedback to the appropriate department for further reviewAs of June 26th, 2018, the customer has opened a PayPal dispute regarding this orderUnfortunately we are limited to the options provided to us by PayPal in regard to resolution of the disputeWe are actively working towards a resolution with PayPal at this time

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
href="https://tools.usps.com/go/TrackConfirmAction_input?qtc_tLabels1=94***40" " background-">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

Hello,The customer first contacted us on February 22, regarding broken items that were received in her order Per our policy, the customer was issued a coupon code for the value of the items with the expiration date clearly stated at the time the code was issuedAs the customer
did not contact us further after the code was issued, the customer’s inquiry was considered resolvedThe customer contacted us again in August of requesting that the code be reinstated as the code had expiredOur coupon codes are valid for a period of days from date of issuance, and we cannot extend the expiration date, or reissue new codes for ones that have expiredUnfortunately, we are unable to offer the customer an updated coupon code at this time, as the order was placed over a year agoAs this is the case, the customer’s inquiry is considered resolved

Good afternoon, Colourpop's statement is very inaccurateOne, they did not respond to ANY of my emailsI want them to forward the email conversations between us so the Revdex.com can see that they did not respond to any of themTwo, they saw my complaint on instragram about not responding to my emails and not giving me a confirmation code so they decided to contact me through INSTAGRAM ,not through email (I attach the conversation)In that conversation, you will see that they did not mention anything about responding to my email or getting my email Third, I will attach the bank statement that shows that they did not return my moneyFourth, I went to the post office on several occasions( 5/19-5/22) and they stated that I did not have any package thereFifth,Colourpop never sent me that confirmation code,and the code does not even work . I want Colourpop to forward the conversation between us through email showing both the date and time . -S*** *

Complaint:
I am rejecting this response because:This is not following the guidelines of what they stated on their website at the time of the incidentI have a photo (able to be provided upon the request), taken on August 14th 2017, of the website clearly stating that a replacement product will be sent if sufficient evidence is providedClearly, sufficient evidence was provided, seeing as they issued a coupon code, but the coupon code is not what their policy statedThey said I would get replacement product, a store credit would have been fine (not ideal due to having to pay for shipping), however the coupon code did not cover taxes and other fees (duties) that I had to pay on the package and it had an expiry date on itIf this is being treated as a replacement it should not have a expiry dateEspecially seeing as the coupon code is simply a way to avoid international shipping costs for the companyInitially, I was fine with the coupon code because I have had other bad experiences with colour pop customer service, so I didn't want to create more trouble (sometimes they would completely ignore my emails) and I was going to wait until I did another large colour pop order in order to qualify for free shippingOnce I was informed that I would not be able to use my coupon, thats when I have an issue because thats essentially a refund that im being given that has had an expiry date put on itAdditionally, something that makes me annoyed about the situation is with the coupon, I still have to spend 50$ after the coupon is applied to get free shippingThis entire experience has been very negative and it annoys me because its clear they don't take my business seriously and I feel as though im getting scammed out of money simply because I am an international customerI hope to have something resolved soon
Regards,
J*** ***

Hello,The customer contacted us on February 23rd to inform us that she wanted to change the shipping address for her order Unfortunately, the order had shipped on the same day, February 23rd, before any changes to the shipping address could be madeThe package was returned to sender due to
an address issue and received at our HQ on March 5th, Please find attached an image of the tracking update from USPSUSPS tracking: 94***93***Our policy for packages returned to us due to address issues is to cancel and refund the orderThis policy can be found on our FAQ: https://support.colourpop.com/hc/en-us/articles/***272-USPS-says-my-package-is-u...⇄ is the case, a refund was processed for the order on 3/6/The customer’s funds will return to their account in 7-business days

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*** ***

Revdex.com: this business did reach out
and sent a replacement package
I have reviewed the response made by the business in reference to complaint ID 11549585, and find that this resolution is satisfactory to me
Regards,
S*** ***

We do our best to assist every customer as best as possibleThe customer reached out to us to inform us that their package was not received for their order Tracking: LZ137100438USOur team has issued a replacement to the customer of their full orderThe replacement order number is
R7324710, and the order was shipped on 8/14/Tracking: LX***USA picture of the replacement order is included for your referenceAs a replacement has been issued to the customer for their missing order, the inquiry has been resolved.

Customer was notified that we have a strict no return/refund/exchange policy and that this information is noted on our FAQ page which is
available 24/for their convenience.
If her product is defective, we can issue replacement items as long as we receive swatch photos of the productsWe are currently awaiting swatch photos from the customer

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

The customer reached out to us in regards to her dissatisfaction with her most recent order, she provided the requested information, and a replacement package was issued on 7/and delivered on 7/21
href="https://tools.usps.com/go/TrackConfirmAction_input?qtc_tLabels1=94***55***...⇄ target="_blank" "Helvetica Neue", Helvetica, Arial, sans-serif; text-decoration: none;">94***55***Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11867078, and find that this resolution is satisfactory to me
ColourPop's management contacted and are offering a one-time replacementThis resolves my personal complaint but I would still like the claim to be modified or removed to avoid other customers facing the same issue.I will send another update once I receive the product to provide complete closure on this complaint.Thank you very much for your time and for aiding in this complaint
Regards,
S*** ***

Our team works diligently to assist every customer as best as possible, however we do have strict policies that we upholdFor the customer's first order, 70***92, we provided a replacement package as a one-time courtesyAs the replacement was a one-time courtesy, we were unable to issue a second
replacement when the items arrived damaged, nor could we refund the customer for the order as requested due to our return policyAs a customer service courtesy, our team provided the customer with a coupon code to be used on a future purchase. Our return policy, which states that we are unable to offer refunds, returns, or exchanges, is available on our FAQ: https://colourpop.com/pages/faqs An attachment of our return policy is included with this response as well. For the customer's order 72***28, our team has provided the customer with a prepaid return label to return the affected palette back to usWe do our best to provide consistently high quality productsFor this reason, we would like the product to be returned to our team for quality assurance purposes. We have offered to issue a replacement of the palette as a resolution for the customer's inquiryAn attachment of the email offering the prepaid return label and replacement is included with this response.

Complaint:
I am rejecting this response because this is still not an acceptable answer, and it's come a full month and many complaints laterI have tried reaching out to them to handle this appropriately and they flat out refuseThis was my first purchase with them, and I will never purchase another thing from colourpopIf anyone ever asks why, I will cite this nightmare as the reason
Regards,
A*** ***

Complaint:
I am rejecting this response because:
Regards,
M*** ***