ColourPop Cosmetics, LLC

Hello,The customer contacted us on March 29th to inform us that she had received a broken item in her order 9877766. The customer was asked to confirm her payment information so that we may verify her order. Due to a recent high volume of inquiries, our response time was delayed and the customer’s...

response was not reviewed and responded to within our typical 24-48 hour response time frame. Unfortunately, during this time the customer opened a dispute with PayPal. We are currently working with the customer and PayPal to reach a resolution as soon as possible.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11862869, and find that this resolution is satisfactory to me.
Regards,
M[redacted]

Good afternoon,Processing for packages can last between 3-5 business days. Once shipped, domestic packages will arrive at their destination within 3-5 business days. These days do not include weekends or holidays. The customer placed their order Sept 29th and shipped October 5th. The package is...

currently in-transit to its destination. This resulted in a total of 4 processing days and 3 shipping days. This customer's package was successfully shipped within our processing/shipping time frame. Thank you.

Good afternoon,Not including holidays and weekends, ColourPop's processing times are 3-5 business days and an additional 3-5 business days for domestic shipping. As the package was shipped 11/18, the estimated delivery date would have been 11/28. 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 11/29 as immediate compensation to which the customer accepted. I have included the email exchange between the customer and our Customer Service team for reference. The customer's replacement package is currently processing.

Good afternoon,We take our customers' privacy extremely seriously and have confirmed that no credit card information is ever made public during purchases. We have placed preventive measures to ensure the safety of our customer's account information.As we ship via USPS, international...

tracking is not always updated until the package reaches the customer's local post office. Due to many restricts on import laws, international packages are sometimes denied at Customs offices and returned to sender without notifying the customer. As we are only able to see the same tracking as the customer via the USPS website, we are unable to provide any additional information as to why their package was returned.Per our "returned package" policy, all returned packages must be refunded and a notification is sent to the customer regarding the refund. To be fair to all our other customers, we are unable to honor the special promotion for orders placed outside the promo time frame.Thank you,

Hello,The customer contacted our team on January 2nd to inform us that she had not received her package for order 9073262.As we aim to assist each customer as best as possible, we issued a replacement for the order as a courtesy for the delay. A replacement order, R9073262, was issued on January...

29th, shipped on January 31st, and is currently in transit to the destination. USPS tracking number: 94[redacted]As a replacement order has shipped for the customer, this inquiry is considered resolved.

Good Morning,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 amInsufficient AddressMACOMB,IL61455Per 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.

Hello,The customer contacted us on February 9th to inform us that she had not yet received her order 9494246, which had shipped on February 5th. The customer was informed that there may be transit delays, and to allow a full 5 business days for delivery. As of February 14th, USPS tracking indicated...

that the package was successfully delivered.USPS tracking: 94[redacted]81[redacted]As the tracking reflects that order 9494246 has been delivered, this inquiry is considered resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11599748, and find that this resolution is satisfactory to me. I have responded to the customer service supervisor at Colourpop and accepted her offer to send me a replacement package. I also provided an alternate address where she can send the replacement. I wish for this to be followed through promptly and communication on the business' behalf to remain active until the intended resolution is achieved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11602815, and find that this resolution is satisfactory to me.
 
Regards,
[redacted]
Hi,
I've received their response via email too and I appreciate it. They are gonna send me again the liquid lipsticks in the same shade but like I said in the "resolution" part, I'd like to have it changed for another one because I think the problem is with the Bianca formula.
If that formula is good now, then is ok to send me that one but if it's the same as the ones I have in my house, then I'll appreciat you send me two of the Beeper ones because is similar to the other.
Thank you!
[redacted]

N[redacted],  Please accept my apologies for Colourpop not being able to deliver the product to you as you should reasonable expect.  A full refund was issued this morning which you should have received to your account already.  Sincerely, G[redacted] Colourpop Accounting

Good Morning, arial, sans-serif;">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; as
an apology for the issue, a coupon code was issued to the customer. Thank you.

Good afternoon, We do our best to assist each customer as best as possible with their order inquiries. The customer reached out to our team on 1/3 regarding the location of her order 9166789, which was shipped on 12/30/17. We informed the customer that her package was currently in transit to...

her, and that typical transit times are 3-5 business days, as is stated on the shipment confirmation email and our FAQ page: https://support.colourpop.com/hc/en-us/articles/115000294631-My-order-shipped-wh...⇄ customer's shipping address was located in New Jersey, which has experienced shipping and delivery delays due to Winter Storm Grayson. As per a USPS Industry Alert on 1/5, there was notification of the possibility of late and non-deliveries in the areas of Connecticut, Massachusetts, New York, and New Jersey. The full alert sent out by USPS has been attached to this response for your convenience. The customer opened a dispute with PayPal on 1/5 stating that the package was not received. At this time order 9166789 was still within normal transit times as per our FAQ page, with 1/5/18 being the 5th business day. As the customer's order was still in transit on Monday, 1/8/18, we issued a full refund to the customer as a customer service courtesy, as our return policy typically does not allow returns, refunds, or exchanges. This information is also located on our FAQ page: https://support.colourpop.com/hc/en-us/articles/115000433831-Return-Policy We have followed up with the order's tracking and can confirm that the customer's package was delayed due to Winter Storm Grayson, as the package was delivered on the 8th business day, 1/10/18. As this is the case, the customer has received both her package and a refund for the order at this time. The customer's inquiry is considered resolved.

She says she had damaged items, we asked her to send pictures (standard procedure) and she said she threw them away. We can't send replacements without proof of the damage. Most companies would make you send an...

item back if it was damaged, but because our products are so cheap we just ask for pictures.

The customer contact us in regards to a missing package for order, 
12px;">2804327; she filed a missing package claim for this order and a replacement was issued and delivered on 7/27 94[redacted]07.Thank you.

I see a refund was issued for order 4065805 on 4-26-16 to the credit card for $95.  The funds usually reach the customer's bank the next day then the customers bank returns the funds to the persons account but this can take up to 8 days.

Hello, We responded to Shannon Scott's initial complaint on 5/6 stating that we would not be able to issue a refund or replacements as we do not have a return policy. Our return policy is stated on our FAQ page 24/7, and is accessible to the customer prior to them placing their order....

Please refer to the attachment.

Good Evening, The customer reached out to us in regards to our email discrepancy and was advised as to what the correct tiers were. An edited mailer with the corrected tiers was emailed to all of our customers, additionally, the correct tiers were listed on the website throughout the...

promotion.Unfortunately, we are not able to issue price adjustments for this issue as it would be unfair to all of our other customers.

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.

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