ColourPop Cosmetics, LLC

Complaint:
I am rejecting this response because:Whether you have a return policy or not, your products should be safe and not cause bodily harm or disfigurement for their intended purposeAnd your customers should not have to incur surgery costs and scarring as a result of use of these products! The lack of professionalism, customer service and general concern for your customers is appalling at best
Regards,
S[redacted]

Good afternoon,According to our records, the customer has been issued a replacement package for her orderReplacement Rtracking: LZ104138444USLast tracking update states, "Your item arrived at our USPS facility in LOS ANGELES, CA on January 12, at 9:amThe item is currently
in transit to the destination."Please note, as we ship via USPS, international packages may take up to business days to be deliveredAs this is the case, the customer's estimated delivery date will be 2/9/We recommend that the customer periodically check tracking for updatesAs a replacement package has been issued, this inquiry has now been resolved

Hello,The customer contacted us on March 2nd to inform us that she had not received her package for order USPS tracking information indicated that her package was successfully delivered on February 23, USPS tracking number: 94[redacted]81[redacted]According to our records, the shipping
address for this order is a mail forwarding serviceAs per our FAQ, packages sent to mail forwarding services are not eligible for replacements of any kindThis information can be found on our FAQ page via the following article: https://support.colourpop.com/hc/en-us/articles/[redacted]271-Can-I-Use-A-Mail-F...⇄ the customer to their mail forwarding service for more information on the location of their package.On 3/6/2018, the customer opened a dispute with PayPal for the orderAs of 3/8/2018, PayPal determined that the package was successfully delivered to the customer and closed the disputeAs both tracking and PayPal have supported that the customer’s package was successfully delivered, this inquiry is considered resolved

Hello,The customer contacted us on June 14th to inquire about returning products in her order The customer was advised of our return policy which state that “we are unable to offer refunds, returns, or exchangesAll sales are finalColourPop reserves the right to refuse any returns at
any time” Our return policy can be found on our FAQ and via the following link: https://support.colourpop.com/hc/en-us/articles/[redacted]831-Return-Policy

Hello,The customer contacted us on June 1st to inquire about the delivery status of her order According to available tracking data from USPS tracking number 94[redacted]45, the package was returned to our facility on June 6th, and a refund for the value of the order was issue the
same dayThe funds will post to the customers account within 7-business daysPer our policy, we issue a refund for any order that is returned to us by USPS and determined to be undeliverableWe do not reship packages that are returned to usPer this policy, if the customer would like to purchase the same items, they will need to place another orderAny new orders are subject to current pricing, product availability, and active promotionsWe cannot honor promotions placed outside of an promo time frameDetailed information on this policy can be found on our FAQ and via the following link:https://support.colourpop.com/hc/en-us/articles/[redacted]271-What-happens-...⇄ customer has been refunded for the returned order we consider this inquiry resolved

Our return/refund policy is readily available at all times on our website FAQ, and via the following link: https://support.colourpop.com/hc/en-us/articles/[redacted]831-Return-PolicyBy placing an order with ColourPop Cosmetics, the customer has agreed to our return policyAlthough tracking shows that the customer’s original order was delivered, our team issued a replacement package to the customer when the original order was reported as not receivedAs the replacement has successfully been delivered as of June 26, 2018, the customer’s inquiry is considered resolved

Hello,The customer contacted us to let us know that she had received a defective product in her order A replacement, R9302756, was issued for the item, however the customer informed us that the replacement she received did not contain the correct itemAs we aim to assist each customer as
best as possible, a second replacement, 9302756C, was issued for the correct item on February 14thThe order shipped as of February 16th and is currently in transit to the destinationUSPS tracking number 94[redacted]68As this is the case, the customer’s inquiry is considered resolved

The customer emailed in on July 25, regarding a missing eye shadow from an order delivered on May 19, Our replacement policy requires that any order issues are reported within weeks of the order's deliveryThe policy is available on our FAQ page: https://colourpop.com/pages/faqs An
image of the policy, which is part of our return policy, is included as an attachment.Our team aims to provide the best possible service to each customer and, as a result, has offered to replace the missing product as a one-time customer service courtesyAdditionally, our team has provided the customer with a $coupon code for a future purchase as an apology for any inconvenience causedAn email sent to the customer has been included as an attachment to this response.?

Hello,The customer contacted us on June 7th to inquire about missing items from her order The customer’s order, delivered on May 7th, was ineligible for replacement as the order fell outside of our two week-replacement policyThis policy, which can be found on our FAQ, states that all
issues with an order must be reported within two weeks of deliveryDetails on this policy can be found via the following link: https://support.colourpop.com/hc/en-us/articles/***511--I-am-missing-item-s-in-m...⇄ aim to assist each customer as best as possible, a one time courtesy replacement for the missing items, order R10181304, was issued on June 15th, The replacement order is currently processing and the customer will receive tracking when order Rships

Hello,The customer contacted us on April 18th to inform us that she had not received her package for order after tracking indicated that it had been deliveredUnfortunately, the customer opened a dispute with PayPal before a representative was able to respond to the customer’s inquiryWe
aim to assist each customer as best as possible, however because of this dispute, our ability to reach a resolution with the customer with this issue was delayedPayPal determined that the package was delivered and denied the customer’s claimAs each customer’s inquiry is extremely important to us, we continued to proceed towards a resolution with the customer once the dispute was closedA replacement package for order has been issued to the customer’s verified address and is currently processingThe customer will receive tracking information for replacement order Rwhen the package leaves our facilityAs a replacement package has been issued, we consider this inquiry resolved

A replacement shipment was sent on tracking USPS 94[redacted]55[redacted] and shows as being received April 2nd.? Hopefully all is OK.? Sincerely? G[redacted] CP Accounting

Below is a clip from an? email that I sent to Cassandra Vallez on 12-31-15? in regards to order 1721825.? Colourpop processed the? refund for this order on 12-29-15.? I do not know why the product did not make it to her nor why it took so long for the product to be found
undeliverable then returned.? ? Once it was? returned it we did refund the? funds.? If she does not have the money yet, it is in process.? ? ? Sincerely? G[redacted] / Colourpop AccountingCassandra, ? Sorry about the painful process? 94[redacted]55[redacted]? is the tracking showing that the package left our facility on December and spent a month wandering around Texas it seems, before finally making it back to Colourpop on the 28th.? When Colourpop receives back a package we automatically refund the money which we did on the 29th.? The money has already left our account an should be at your bank.? It does take time for banks to put the money back in your account but you can call your bank to see if can be pushed faster with transaction ID 77[redacted](below is the full screen shot).? Sincerely ? G[redacted] / Colourpop AccountingTransaction ID:? 78[redacted]94658Transaction? Status:? Refund? ? ? ? ? ? Settlement InformationSettlement Amount:USD (24.99)Settlement Date and Time:29-Dec-16:38:PSTBusiness Day:29-Dec-2015Batch ID:351[redacted]72Authorization InformationAuthorization Amount:USD (24.99)Submit Date /Time:29-Dec-13:47:PSTAuthorization Code:029658Reference Transaction ID:77[redacted]254Transaction Type:RefundMarket Type:eCommerceProduct:Card Not PresentAddress Verification Status:Retry, System Unavailable (R)Card Code Status:Not ApplicableCAVV Result Code:Not ApplicableFraud Score Applied:Not ApplicableRecurring Billing Transaction:NPartial Capture Status:Not ApplicableCustomer IP:Payment InformationCard Type:VisaCard Number:XXXX6744Expiration Date:XXXXTotal Amount:USD (24.99)Order InformationInvoice #:1721825Description:ColourPop - Order 1721825Customer Billing InformationName:CassandraVallezCompany:Address:1[redacted]City:El PasoState/Province:TXZip Code:79934Country:USPhone:[redacted]Fax:Email:[email protected]

Hello,The customer contacted us on April 24th to inform us that she received a wrong orderA replacement was mistakenly issued for one of the customer’s previous orders, however a replacement for the correct order, was issued on April 11thThe correct replacement shipped on April 12th with
USPS tracking number ? 94[redacted]81[redacted] and was delivered on April 16th per USPS tracking? As the correct order has been replaced and delivered, we consider this inquiry resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11436324, and find that this
resolution is satisfactory to me, even if they should have said the excessive time frame of over business days since the first moment when they started the promotion on May,1, as quite frankly I wouldn't have placed any order that day, even if discounted.Next time, they have to organize themselves better and before committing to such a worldwide enterprise, they should hire more personnel in order to keep orders shipped within 3/business days as it was originally stated.I'm expecting also other orders placed on May and May 7, and I really hope they don't delay too much as they did with this previous order
Regards,
R[redacted]

Good morning,Not including holidays and weekends, ColourPop's processing times are 3-business days and an additional 3-business days for domestic shipping.? Order was purchased 11/and shipped 11/29; the estimated delivery date would have been 12/As we ship via USPS, tracking can vary
as it is only an estimated time of deliveryUSPS has noted that there may be an extension to the estimated delivery time due to holidaysWe do not currently ship with any other carrierAccording to USPS tracking: 94[redacted]55[redacted], the package was successfully delivered 12/10, 10:03am at the Washington delivery address? Per the customer's last email on 12/9, she is no longer requesting a replacement or refundAs an apology for the delay with USPS, the customer was issued a coupon code.The customer emailed on Dec 8th, 9:15am regarding the delivery of their packageOur CS team responded to the customer on Dec 8, 9:28amAs this is the case, we have upheld our hr response time frame as listed on our website FAQ

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12871805, and find that this resolution is satisfactory to me.I did not see a place I could add additional comments regarding my experience with ColourPop, so I am writing you.? Once my
complaint was forwarded from the Revdex.com, they responded differently than they did the prior three times.? This time they said they would do a "one time courtesy" replacement of the faulty product.? They stated that since my complaint was longer than two weeks after shipment, too much time had lapsed.? I responded that how was I to know I had to twist up the lead on pencils especially since their pencils DO NOT RETRACT!? I never dreamed their would be an issue with one.? They treated me as if I was trying to get away with something by stating that one pencil was faulty.? I sent a picture to prove it was not made correctly.? ? I still contend that the owner, president, or CEO needs to be informed about how customers are treated.? They need to STAND BEHIND THEIR PRODUCTS, EVEN AFTER TWO WEEKS!? I had purchased the same pencils in and had no issuesI used the pencils throughout This year when I reordered the same pencils, I never dreamed I had to twist them all!? ? So, even though they claim they will send a replacement, I do not want my complaint to be deleted from this business.? Good customer service needs to be resurrected once again! Thank you
Regards,
J[redacted]

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[redacted]

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[redacted]

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/[redacted]671-When-will-my-order...⇄ 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

Good afternoon,Processing for packages can last between 3-business daysOnce shipped, domestic packages will arrive at their destination within 3-business daysThese days do not include weekends or holidaysThe customer placed their order Sept 29th and shipped October 5thThe package is
currently in-transit to its destinationThis resulted in a total of processing days and shipping daysThis customer's package was successfully shipped within our processing/shipping time frame.? Thank you