ColourPop Cosmetics, LLC

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/[redacted]051-I-am-an-Internatio...⇄ 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[redacted]US

Please note, all replacement packages are one time courtesy replacements as we cannot send out an infinite number of replacementsIf the customer experiences a future issue with another package, we will gladly assist them via [email protected] addition, we also recommend for the customer to reach out to us via email for any clarification on our policies and proceduresFor a? more detailed outline, we also recommend for the customer to review our Terms of Service https://colourpop.com/pages/terms

Complaint:
I am rejecting this response because: I ordered the items for a specific event and the event date has passedI am no longer interested in doing business with this company or use it's productsI have as
Regards,
R[redacted]

Hello,The customer contacted us on June 24th to inquire about her order 10540835, which was combined into a single shipment with another family member’s order.Orders are subject to being automatically combined by our system if placed on the same day and shipping to the same addressThis information
is available on our FAQ via the following link: https://support.colourpop.com/hc/en-us/articles/36[redacted]2-Do-you-combine-ord...⇄ Unfortunately we cannot control this process as it is automatically generated within our shipping systemWe informed the customer that including a unique character or identifier in the recipient last name or “Address Line 2” will help to prevent this issue from re-occurring in the futureAs the customer has received all items from order 10540835, we consider this inquiry resolved

Good afternoon,? The customer emailed in to our Customer Service team requesting a refund or exchange for an eye shadow palette that was received emptyUnfortunately, we have a no return, refund, or exchange policy, which is available on our FAQ page: https://colourpop.com/pages/faqsAn image
of our return policy is attached.? The customer was offered a replacement package for the item as a customer service courtesyAdditionally, as we are unable to issue a refund or exchange as requested, we have provided the customer with a coupon code towards their next purchaseAn image of this email exchange has also been attached.?

Hello,The customer contacted us on April 16th to inform us that the shipping address for her order was incorrectUnfortunately, we are unable to make changes to an order once it shipsAs the order shipped on March 26th, we were unable to alter the shipping addressAccording to tracking
information dated April 9th, 2018, the package was being returned to sender by USPSAs of April 20th, the package has been received at our facility, and the customer’s order was refunded in full on April 21st, as per policyInformation on our policy for returned packages can be found on our FAQ and via the following link: https://support.colourpop.com/hc/en-us/articles/[redacted]271-What-happens-if-my...⇄ customer’s returned order has been received at our facility and refunded, we consider this inquiry resolved

Complaint:
I am rejecting this response because: I asked for a refund in the shipping costsThe customer service I experienced was beyond unacceptableThat's least they can do besides reshipping the package which is a total given, it is not a courtesyIn my request, I asked that as part of this resolution that my shipping costs be refunded to me
Regards,
K[redacted]

Complaint:
I am rejecting this response because:This is horrible Custer service since your just trying to squeeze more money out of me instead of resolving the issue at handThere's gotta be something you can do if you CARED ABOUT YOUR CUSTOMERS WHO GIVE YOU BUSINESS.Regards,
Brielle N

Hello,The customer contacted us on October 23rd to inform us that she had not yet received a package for order 8032768, which was shipped on October 10thWe 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 Massachusetts, 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 delayA response from the customer is currently pending, but a replacement package will be issued upon confirmation from the customer

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[redacted]

Hello,The customer contacted us on January 25th to inform us that she had not received her order The customer’s order was marked as delivered on December according to USPS tracking, and the customer was advised to contact USPS regarding the status and location of the packageShe was
also advised that any issues with an order must be reported within two weeks of deliveryAs we aim to assist all customers as best as possible, the customer was offered a courtesy replacement of her orderThe replacement order, Rwas issued on February 2, and the customer will receive tracking information when the order ships

Hello,The customer contacted us on May 22nd to request that a free promotional item be added to her order as it was not added manually before the order was placedThe customer was informed that we cannot add or remove items once an order is placed, but was offered the option to cancel the
order and place a new order with the correct itemsThe customer’s order began the packing process before any modifications could be made, and was shipped on May 24th with USPS tracking 94[redacted]Please note, it is stated in our FAQ that orders cannot be modified once placedThis can also be found via the following link: https://support.colourpop.com/hc/en-us/articles/[redacted]591-Can-I-modify-my-or...⇄ courtesy for any inconvenience, the customer was issued a $coupon code which can be used on a future orderAs the customer’s order was shipped with the correct items at the time that the order was placed, we consider this inquiry resolved

Good Afternoon,? The customer has not reached out to us in regards to any further issues with her new replacement orderIf items were received damaged or are missing from her order, replacements can be issued once she contacts us and provides the necessary photosThank you

We do our best to assist each customer as best as possibleAs we strive for customer satisfaction, the customer’s inquiry was escalated and approved for a one-time courtesy refund in the amount of the productThe refund will appear in the customer’s account in 7-business daysAs the customer has been issued a refund, we consider this inquiry resolved? ? ?

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,
[redacted]n

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[redacted]

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

An agreement? was reached to refund the? extra freight plus and an additional amount for good will.? Sincerely,[redacted] / Colourpop Accounting

Good afternoon,Unfortunately, the order in question was not placed on our websiteWe recommend that the customer reach out to the website listed in their inquiry, www.kyliecosmeticsxl.com.As this order was not placed on our website, this inquiry has now been resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12462507, and find that this resolution is NOT satisfactory to meHowever, I do not wish to continue this case any further to save my sanityThere was no way for me to reject the package since I was not home when the package was delivered
Regards,
R[redacted]