ColourPop Cosmetics, LLC

Good afternoon,? Our team has issued a one time courtesy replacement package for the customerReplacement package tracking: LZ[redacted]USLast tracking update states, "Your item departed our USPS facility in SANTA CLARITA, CA on May 23, at 12:pmThe item is currently in transit
to the destination." We recommend for the customer to contact USPS or their local post office for any additional questions regarding delivery of their packagePlease note, international packages take approximately 10-business days to be delivered.?

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[redacted]81[redacted]

Good Morning,? The customer contacted us in regards to order? 3030132, she placed the order on 7/and wanted to receive it by 7/processing times are 3-business days and once shipped, orders take 3-business days to be deliveredHer order was shipped on 7/(the 3rd business
day of processing)? and delivered 7/? 94[redacted]Thank you

Good Morning,? The customer was notified that payment had failed for her order, as such we had to cancel the orderShe was also told to place a new order and to provide us with the order number so that we could issue a 20% discount off of the subtotal of her order to account for the promotion
We are currently waiting to receive her new order number

Good afternoon,Not including holidays and weekends, ColourPop's processing times are 3-business days and an additional 3-business days for domestic shippingAs the package was shipped 11/18, the estimated delivery date would have been 11/As we ship via USPS, tracking can vary as it is only an estimated time of delivery.Since the customer's package was delayed, the customer was issued a courtesy coupon code for any inconvenience they have experienced.As the customer did not request a refund for her package/shipping and only requested for an immediate reshipment of her order, our management team offered a one time courtesy replacement package on 11/as immediate compensation to which the customer acceptedI have included the email exchange between the customer and our Customer Service team for referenceThe customer's replacement package is currently processing

Good Morning,
The customer reached out to us in regards to a few damaged and missing items from orders and The replacement for order has shipped
href="https://tools.usps.com/go/TrackConfirmAction_input?qtc_tLabels1=94[redacte...⇄ " background-Helvetica Neue", Helvetica, Arial, sans-serif;">94[redacted] and will be delivered soon; the replacement order for is currently processing and should be shipping shortly, once this order ships, an email with tracking will be sentThe customer also reference an issue with order 3509589, however we found that this order is not hersOnce we have confirmed the correct order number, we can issue a replacement for the damaged items she receivedThank you

Hello,
 
The customer was advised that all products are filled to net weight, unfortunately no replacements will be issued as her product is not defective nor is it missing product. Additionally, our return/refund policy is noted on our FAQ page for our customers' convenience. Thank you.

The customer did reach out to us, she filed a missing package claim as requested and did provide us with a claim number from USPSA replacement package was shipped on 7/and delivered on 7/21,
href="https://tools.usps.com/go/TrackConfirmAction_input?qtc_tLabels1=94[redacte...⇄ target="_blank" "Helvetica Neue", Helvetica, Arial, sans-serif;">94[redacted]55[redacted] Thank you

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[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11099880, and find that this resolution is satisfactory to me.
Regards,
S[redacted]

Complaint: 11870506
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 sent. So if it's not a problem I would like screenshots of those emails sent to my exact email please and thank you.
Regards,
R[redacted]

Complaint: 12166890
I am rejecting this response because: I was ready to accept until I was told to email customer service for any questions about policy. If you read my initial complaint, I clearly did contact customer service who either lied to me about your policy or was not well trained as what they told me did not reflect the policy written on the website.
Regards,
S[redacted]

Good Morning,
 
The customer was notified that payment had failed for her order, as such we had to cancel the order. She was also told to place a new order and to provide us with the order number so that we could issue a 20% discount off of the subtotal of her order to account...

for the promotion. We are currently waiting to receive her new order number.

Good afternoon,Our records indicate that the customer's order did not meet the $10 minimum to qualify for our promotional freebies.As their order fell under the promotional requirements, the order was cancelled and has been refunded. Please allow 7-12 business days for the refund to return back to...

the account. The customer was informed of this cancellation on 12/12/16.Thank you for your understanding.

Hello,The customer contacted us on December 18th to inform us that she had received an item that appeared to have pigment stains on the product packaging. We do our best to assist each customer towards a satisfactory resolution, however the photos provided did not reflect the condition described by...

the customer. The customer was issued a coupon code in the amount of $5 as a courtesy for any inconvenience caused, as we are unable to issue replacements for products that are not damaged.

Good afternoon,The customer has contacted our Customer Service team on the following dates:  Dec 14, Dec 16, Dec 19, Dec 30, Jan 2,and  Jan 5. Our team has responded to the customer on the following dates:  Dec 14, Dec 18, Dec 20, Jan 3, Jan 5,  and Jan 9. As our response time is...

24-48 business hours (does not include holidays or weekends), our team has adhered to the allotted time frame. I have included a screenshot of the customer conversation for reference.On Jan 9, we contacted the customer offering to issue a one-time courtesy replacement package; according to USPS, the package was not shipped properly as tracking has not updated: 94[redacted]55[redacted]. Our team also issued a coupon code for a future order as an apology for any inconvenience the customer has experienced. However, the customer has not responded back. As this is the case, the inquiry remains "pending." As soon as the customer emails back to confirm the ship to address, we will be able to proceed with the inquiry.

Complaint: 11682628
I am rejecting this response because: In my original complaint, I specified very clearly times and dates, which the business failed to consider in their response.
First, I would like to ask, why could they not amend my order? Why couldn't they take 1 item off?  Thankfully, it was just 1 item duplicated, what if it was the whole order, wouldn't I be able to receive a refund? I research in some online forums and found this other customers with the same issue I had, some had their orders amended by the company and some did not (like me). Is there any clear policy on this or it all comes down to an employee that dont to go through the hassle and say they can't do it?
The company also implies that it took me too long to get back to them. I never imagined that they would not amend my order. But still, I answer them on the very same day of the order. Very late at night, but on that same day. Their rep said on this instance that the item could be swapped as long as it was not on SHIPMENT process. Very well. Around 3 in the afternoon the next day, they email me saying they could no longer swap because the order was on PACKING PROCESS. I answered back questioning, if its not yet shipped, how hard can it be to swap a lipstick for another?
So in short, I emailed them back Thursday night, on Friday afternoon they said they could not swap it, but the order was actually just shipped on Monday morning. By the time I filed this complaint, the order had not yet shipped. To say that it was too late to amend the order was simply not true. 
All dates and times I mention can be confirmed by our email communications. 
So why not just simply amend the order?
Later that same night. I saw the company's response
Regards,
[redacted]

Good Evening,The customer reached out to us in regards to order 3563571, her order was returned to our HQ due to an insufficient address. Her order was shipped to the address she provided during checkout:  Michelle Flood 512 W PIERCE STMACOMB, IL61455-1394, United States9400110898655027254787 Per our returned package policy, all returns are cancelled and refunded upon delivery to our HQ. The customer has been refunded in full, additionally, all of the products that were originally ordered are available for purchase so that she can re-order. We sincerely apologize for any inconvenience this issue may have caused. Thank you.

Good Afternoon,We have notified the customer via email that a replacement order has been generated as it appears there was an issue with the original order.The customer was notified that her replacement order would ship in 3-5 business days, her replacement order has been processing for 1 business day and should be shipping very soon.

Hello,The customer contacted us on March 2nd to inform us that she had not received her package for order 9624597. USPS tracking information indicated that her package was successfully delivered on February 23, 2018. USPS tracking number: 94[redacted]81[redacted]According to our records, the shipping...

address for this order is a mail forwarding service. As per our FAQ, packages sent to mail forwarding services are not eligible for replacements of any kind. This 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...⇄ directed 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 order. As of 3/8/2018, PayPal determined that the package was successfully delivered to the customer and closed the dispute. As both tracking and PayPal have supported that the customer’s package was successfully delivered, this inquiry is considered resolved.