ColourPop Cosmetics, LLC

Order 2831136
I apologies for being slow in shipping.  Colourpop's intent is to provide quick quality products but sometimes does have problems with orders.  Tracking shows that since your complaint that you have received the product.  I hope you...

enjoy.Sincerely,
G[redacted]
Colourpop Accounting

Hello,
 
The customer reached out to us in regards to her Bianca Ultra Mattes, she provided the requested photos and a replacement order was generated. Her replacement order is currently processing and will be shipping within 3-5 business days, once her order ships, an email with...

tracking will be sent. Thank you.

Good Morning,We understand C[redacted]'s concern regarding her coupon not processing with her order, unfortunately, we cannot add a coupon code once an order has been placed. This information was passed on to C[redacted] who then decided that she would rather cancel the order. Per her request, her order was...

cancelled and refunded on 5/13, refunds take 7-12 business days to appear. She should see her refund shortly, thank you.

Good afternoon,As we ship via USPS, we are only able to see the same tracking page as the customer. Their package was "returned to sender" as the package was undeliverable at the address provided. Tracking Number: 94[redacted]55[redacted] The customer's package was returned to our facility on Dec...

6th and processed by our Returns Team on Dec 9th. Per ColourPop's "returned package" procedure, all returned packages are cancelled and refunded. The customer was contacted on Dec 9th with a refund notification. As this order has already been cancelled and refunded, we are unable to issue a replacement for the customer. The refund will return to the customer's account within 7-12 business days.

Good Morning, We have received correspondence from the customer in regards to orders 3236521 and 3231503; a replacement for order 3236521 was issued and delivered on 8/25, 94[redacted].  A replacement for order 3231503 is currently processing and should be shipping very soon, the...

customer has been notified that an email with tracking will be issued once her replacement order ships.

Our team works diligently to assist every customer as best as possible, however we do have strict policies that we uphold. For the customer's first order, 70[redacted]92, we provided a replacement package as a one-time courtesy. As 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 policy. As 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[redacted]28, our team has provided the customer with a prepaid return label to return the affected palette back to us. We do our best to provide consistently high quality products. For 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 inquiry. An attachment of the email offering the prepaid return label and replacement is included with this response.

I initially ordered from ColourPop Cosmetics in May 2016 and was highly satisfied with the products I received. Because of this, I placed my second order through ColourPop a couple months later. The order was fulfilled and shipped in a timely manner, however, my package was unable to be delivered due to an address error. After speaking with a USPS representative, I learned my order would be returned to ColourPop HQ, leading me to contact ColourPop to request the redelivery of my order. ColourPop Customer Service can only be reached by email, which they state will take approximately 48 hours for a response. Once a representative responded to my email, they did not fully answer my questions, causing me to have to email repeatedly and wait 48 hours for a response each time. In addition to the wait, each of the three customer service representatives came across as rude. Again, their products are great, but the ColourPop Customer Service Department has plenty of room for improvement.

Good Morning,
We understand C[redacted]'s concern regarding her coupon not processing with her order, unfortunately, we cannot add a coupon code once an order has been placed. This information was passed on to C[redacted] who then decided that she would rather cancel the order. Per her request, her...

order was cancelled and refunded on 5/13, refunds take 7-12 business days to appear. She should see her refund shortly, thank you.

Hello,The customer contacted us on December 26th, 2017 to inquire about the location of her order 9059112. It was determined that the package for this order was returned to sender according to tracking data from USPS. The returned package was received at our facility on January 23rd, and a refund...

was issued on January  25th, 2018, as per policy. More information regarding our policy for returned packages is available on our FAQ page: https://support.colourpop.com/hc/en-us/articles/[redacted]272-USPS-says-my-packa...⇄ the customer was issued a full order for the returned package, this issue is considered resolved.

Hello,The customer contacted us on December 11th to inquire about the delivery status of her order 8601038. According to tracking information from USPS, it was determined that her shipment may have been lost in transit, and she was offered a one time courtesy replacement for the order. The customer...

accepted the replacement, and the replacement was issued on January 8th. The replacement order, R8601038 was shipped on January 9th, and is currently in transit to the destination. USPS tracking number: LX[redacted]USThe customer was also informed that items from her original shipment were now discontinued and could not be replaced due to lack of inventory. She was offered a coupon code for the value of products, and later a refund for the items. The customer was refunded for the discontinued items on January 11th, and advised that the refund will post to her account within 7-12 business days. As the customer was issued a replacement for the original order, and a refund for the discontinued items, this inquiry has been resolved.

Complaint: 11731462
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 hand. There's gotta be something you can do if you CARED ABOUT YOUR CUSTOMERS WHO GIVE YOU BUSINESS.
Regards,
Brielle N

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12711716, and find that this resolution is satisfactory to me.
Regards,
L[redacted]

Complaint: 11565962
I am rejecting this response because:
I did reach out to the business and they never sent the shadow that was missing. 
Regards,
M[redacted]

Hello,The customer contacted us on March 11th to inform us that her package for her order 9721249 had not been delivered. The customer was advised that packages can occasionally be incorrectly marked as delivered, and to wait a few additional business days for any tracking updates. USPS tracking:...

94[redacted]77Tracking for the package updated on March 14th, indicating return to sender, and the package was received at our facility on March 19th. On March 20th, the customer was refunded for the full value of her order, as this is our policy for all returned packages. Information on this policy can be found on our FAQ through the following link: https://support.colourpop.com/hc/en-us/articles/[redacted]271-What-happens-if-my...⇄ the customer has been refunded for her returned order, this inquiry is considered resolved.

Good Morning, The customer contacted us in regards to a $5 coupon code that did not successfully apply to her order. We advised that discount codes could not be applied to orders that have already been placed, we also noted that her code could be used on a future order. Thank you.

Good Morning, 
We understand your concerns and sincerely apologize for the inconvenience. However, we cannot issue a return/refund/exchange for customers who have experienced an allergic reaction. 
As previously stated, our return/refund/exchange policy is listed on our FAQ which is available to our customers 24/7 for their convenience while shopping with us. 
Again, we sincerely apologize for the inconvenience.

Good Morning,  font-family: arial, sans-serif;">The customer reached out to us in regards to a missing package for order 3707711. Our records indicate that her order was successfully delivered:
 On Time Updated Delivery Day: Thursday, September 15, 2016 Signed for By: E [redacted]  //  POCAHONTAS,  AR  72455 //  2:37 pm
 
 Unfortunately, we are unable to issue replacement orders for packages that are signed for; as insurance for this order was purchased for this order, the customer
maybe eligible for reimbursement if she files a missing package claim with USPS, this can be done on their website. 
 
We apologize for any inconvenience this may cause.

Customer was recently responded to, we will expedite her order. It will be shipping tomorrow, once it has shipped an email with tracking will be sent.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12650829, and find that this resolution is satisfactory to me.
Regards,
S[redacted]

Good Afternoon, The customer reached out to us in regards to an order that she had recently placed, she noted that she would like to remove an item from her order. We responded and noted that we could swap items of equal value however, by the time the customer emailed back with her request, her...

order had shipped.Unfortunately, this is a very time sensitive issue; we always do our best to respond to customers within 24-48 hours after each inquiry they send. Each correspondence with the customer in regards to this issue was within a 24 hour time period. Unfortunately, as we do not currently have a return policy, and will not be able to issue a replacement for the customer's duplicate item. Thank you.