ColourPop Cosmetics, LLC

My highlight arrived quickly and in great condition, especially for the price! I love their cosmetics and hope to buy some more from them soon

Good Evening,
 
The customer reached out to us in regards to two missing Man Eater Ultra Metallics, she confirmed her order details and a replacement order was generated. Her replacement order is currently processing, once her order ships, an email with tracking will be sent....

Thank you.

Good Morning,The customer reached out to us in regards to an allergic reaction she experienced from a product she received in order 3604627. She requested a refund for theorder, however, our refund policy prohibits us from issuing a refund for any reason. This information is listed on our FAQ page...

24/7 for our customers' convenience; asan apology for the issue, a coupon code was issued to the customer. Thank you.

Complaint: 12570829
I am rejecting this response because this is still not an acceptable answer, and it's come a full month and many complaints later. I have tried reaching out to them to handle this appropriately and they flat out refuse. This was my first purchase with them, and I will never purchase another thing from colourpop. If anyone ever asks why, I will cite this nightmare as the reason.
Regards,
A[redacted]

Complaint: 12763835
I am rejecting this response because; of a further complaint after receiving my package today.On March 29th, I received my package with a "gift" inside apologising for the lateness. I was pleasantly surprised with the gesture as  I proceeded to open the gift thinking it was a lipstick. After fully opening the gift I felt insulted to say the least. They gifted me with one of their "sculpting Stix" in the colour 'castle' which was too light for me being a black woman. How? How could you assume my ethnicity and conclude that the "gift" would be a match for me? This is just the icing on the cake as I was willing to let the bad customer service scenario go. Even if it was a gift and it's usually the thought that counts, I wish you would have thought about the receiver of the gift a bit more... a coupon code or a gloss would have been ok. THERE IS NO EXCUSE for these racially insensitive "mistakes" companies keep making in their advertising and product distribution. Not to mention that this same collection that is now discontinued as well as being previously under fire for naming the darker shades names like "yikes", "typo" and "dume" whilst naming the lighter shades like the one I received "castle", "venice" and even "gummy bear". I'm obviously going to refrain from purchasing their products in the future. Before replying, don't bother redirecting me to your terms and conditions page followed up with a "sorry for the inconveniences caused xoxo ColourPop" because i've had enough. I can't wait to share my experience.Regards,
N[redacted]

Hello,
 
The customer contacted us in regards to her Ultra Metallic lipsticks that she felt were half full. We advised that this product does retain a mousse-y consistency which makes is moldable and easily moved within the vial; we also noted that this is not an indication of...

missing product as all products are filled to net weight. Thank you.

Good Morning, arial, sans-serif;">The customer reached out to us in regards to order 3563571, she noted that she had not yet received it. We looked into her order and found that her package was
returning to us due to an insufficient address:
September 6, 2016 , 9:46 am
Insufficient Address
MACOMB,IL61455
Per our returned package policy, all returned orders are canceled and refunded upon delivery; unfortunately, we are unable to re-issue returned orders as it would be
unfair to all of our other customers who are in similar situations. Order 3563571 was received at our HQ, and a full refund for the order was issued; the promotional free
products are now available for purchase so that she may re-order. We apologize for any inconvenience this issue may have caused. Thank you.

Complaint: 11574330
I am rejecting this response because: it does not state that when you purchased the product of before. It that was the case I would have no made the purchase. 
Regards,
I[redacted]

Complaint: 11438500
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 purpose. And 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]

Complaint: 11845951
I am rejecting this response because: I asked for a refund in the shipping costs. The customer service I experienced was beyond unacceptable. That's least they can do besides reshipping the package which is a total given, it is not a courtesy. In my request, I asked that as part of this resolution that my shipping costs be refunded to me.
Regards,
K[redacted]

Good Evening, The customer reached out to us in regards to two missing Man Eater Ultra Metallics, she confirmed her order details and a replacement order was generated. Her replacement order is currently processing, once her order ships, an email with tracking will be sent. Thank you.

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 customers. If the Ms. C[redacted] would like to use her code, she may do so on her next order. Thank you.

Good Evening,
After our initial conversation with the customer, a coupon code was issued in place of a refund as we do not currently have a refund policy. We understand her frustration and do
apologize for any inconvenience this issue may have caused, however, we have this policy is in place to be fair to all of our other customers. Thank you.

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 24/7 for their convenience. If her product is defective, we can issue replacement items as long as we receive swatch photos of the products. We are...

currently awaiting swatch photos from the customer.

Customer service is horrible. Had two of the same item ordered and as soon as I picked up on the mistake I emailed them right away. Of course it takes 48hrs to respond to an email. So I waited till Monday morning hoping to hear from them and they inform me that the shipment has been sent out and that the order could not be modified. I then asked them if I could return it and they said due to low costs they don't do returns or exchanges. I don't have time for a company who does not have a contact phone and cannot honor a refund over an unused product. But then again the lipsticks are $6 you get what you pay for. Cheap price=cheap service. Just beware because of you ever have an issue they will not resolve it at all.

The customer did reach out to us, she filed a missing package claim as requested and did provide us with a claim number from USPS. A replacement package was shipped on 7/19 and delivered on 7/21, 94[redacted] . Thank you.

Hello,The customer contacted us on March 20 to inquire about additional customs fees that were incurred on her order upon delivery. She was advised of our policy regarding customs and duty fees which can be found on our FAQ and is stated as follows:  “All international orders are subject to...

customs and duty fees as defined by the country of import. Duties will be determined by the country of import based off product value. These fees are not included in ColourPop orders and/or shipping total. ColourPop assumes no responsibility for duties incurred on discounted, promotional or give away items. All fees must be paid by the parcel recipient.”There was some confusion regarding shipping fees and customs fees. While the customer was not charged for shipping, as her order qualified for free shipping, customs fees are separate from shipping fees. An order that qualifies for free shipping is not exempt from custom fees. In addition to being notified of the possibility of customs fees during checkout, information on customs fees is available on our FAQ page at all times via the following link: https://support.colourpop.com/hc/en-us/articles/115002259172-Will-my-package-be-...⇄ The customer has confirmed that any pending customs fees were paid, and her package was successfully received. As such, we consider this inquiry resolved.

Complaint: 11438500
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 purpose. And 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]

The customer emailed in on July 25, 2017 regarding a missing eye shadow from an order delivered on May 19, 2017. Our replacement policy requires that any order issues are reported within 2 weeks of the order's delivery. The 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 courtesy. Additionally, our team has provided the customer with a $5 coupon code for a future purchase as an apology for any inconvenience caused. An email sent to the customer has been included as an attachment to this response.

P[redacted],  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[redacted] / Colourpop Accounting