ColourPop Cosmetics, LLC

Complaint: 12697961
I am rejecting this response because: this business sent this request on FEB 23,2018 today would make THREE BUSINESS DAYS from when I received their request after I waited TWO weeks for a response to my original request for a solution from this business. So after three days of me not providing that information they are acting  as if they have really  attempted a resolution. I will send this information once I am out of the Hospital. Regards,
L[redacted]

Good Evening,
We have received the customers' rejection response, and would like to note that it is our best interest to always accommodate our customers to the fullest extent; unfortunately, there are times when we are not able to make order modifications.
In our initial conversation with the customer, we did note that we could modify her order as long as her order had not entered the shipping process; when an order has entered the shipping process, this does not mean that the order has shipped.
An order is considered to have entered the shipping process once a packing slip has been printed for the order; a packing slip is the invoice that is received inside of the customer's package. An order cannot be modified once a packing slip has been printed because the change won't reflect as the order has already been printed. 
When we received the customer's email indicating the changes she wanted made, a packing slip had already been printed for her order which is why we were unable to modify her order.

The customer contacted us in regards to receiving an incorrect order, we requested that she send the incorrect order back and...

issued her a replacement order, which was shipped on 7/26 and delivered 8/3 LZ892793416US .
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.

Complaint: 10955797
I am rejecting this response because:
Regards,
P[redacted]
The items leaked allover my car seats who would keep them? I threw them in the trash at a McDonald's. No one would be thinking about taking pictures I was worried about getting it out of my car! It stained my seat and they want pictures smh. I had to pay to get the stains removed

Good afternoon, Order 6558880 tracking: 94[redacted]55[redacted] Last tracking update states, "Your item has been delivered to the original sender at 10:43 am on May 20, 2017 in OXNARD, CA 93030." Per returned package procedure, our team has gone ahead and issued a full refund for the customer....

Unfortunately, all undeliverable orders must be cancelled and refunded; we are unable to resend the package back out to the customer. The refund should return back to the customer's account within 7-12 business days. Order 6605630 tracking: 94[redacted]55[redacted] Last tracking update states, "Your item was undeliverable as addressed at 2:44 pm on May 13, 2017 in AURORA, CO 80012. It is being returned if appropriate information is available." As soon as this package is received at our facility, our team will issue a full refund for the order.

Good afternoon,Please note, all time-frames are listed in PST. The customer initially emailed on Dec 3rd, 12:58pm and Dec 5th, 11:08am regarding the cancellation of their order. Our CS team responded to the customer on Dec 3, 1:03pm and Dec 5th, 11:10am. Our last contact with the customer was...

on Dec 5th requesting for the customer to verify the last four digits of their credit card so that we may cancel their order. However, we did not hear back from the customer until Dec 8th, 6:28pm. The package unfortunately shipped Dec 8th, 5:06pm according to tracking: 94[redacted]67.As this is the case, we have requested for the customer to refuse the package upon delivery and have issued a refund as a one time courtesy. Our CS team has also issued a coupon code for the mix-up regarding the cancellation of order. This inquiry has now been resolved.

The customer reached out to us in regards to her dissatisfaction with her most recent order, she provided the requested information, and a replacement package was issued on 7/19 and delivered on 7/21 94[redacted]55[redacted]. Thank you.

Hello,The customer contacted us on January 25th to inform us that she had not received her order 9064769. The customer’s order was marked as delivered on December 22 according to USPS tracking, and the customer was advised to contact USPS regarding the status and location of the package. She was...

also advised that any issues with an order must be reported within two weeks of delivery. As we aim to assist all customers as best as possible, the customer was offered a courtesy replacement of her order. The replacement order, R9064769 was issued on February 2, and the customer will receive tracking information when the order ships.

Good afternoon,
 Colourpop's statement is very inaccurate. One, they did not respond to ANY of my emails. I want them to forward the email conversations between us so the Revdex.com can see that they did not respond to any of them. Two, they saw my complaint on instragram about not responding to my emails and not giving me a confirmation code so they decided to contact me through INSTAGRAM ,not through email (I attach the conversation). In that conversation, you will see that they did not mention anything about responding to my email or getting my email . Third, I will attach the bank statement that shows that they did not return my money. Fourth, I went to the post office on several occasions( 5/19-5/22) and they stated that I did not have any package there. Fifth,Colourpop never sent me that confirmation code,and the code does not even work . 
I want Colourpop to forward the conversation between us through email showing both the date and time . 
 
-S[redacted]

Good Evening,We have received the customers' rejection response, and would like to note that it is our best interest to always accommodate our customers to the fullest extent; unfortunately, there are times when we are not able to make order modifications.In our initial conversation with the customer, we did note that we could modify her order as long as her order had not entered the shipping process; when an order has entered the shipping process, this does not mean that the order has shipped.An order is considered to have entered the shipping process once a packing slip has been printed for the order; a packing slip is the invoice that is received inside of the customer's package. An order cannot be modified once a packing slip has been printed because the change won't reflect as the order has already been printed. When we received the customer's email indicating the changes she wanted made, a packing slip had already been printed for her order which is why we were unable to modify her order.

Good Morning, The customer contacted us regarding order 2817355; she had not received it nor had the package been delivered per her tracking. She was advised to contact USPS, which she did and was told that her order was returning to us due to an address issue. The package was not received by...

our returns team, as such a refund for the order could not be given. This package is now considered as a lost order as tracking has not updated since July 11th, we contacted the customer and offered to send a replacement package. We are currently awaiting the customer's response. Thank you.

Good morning,Not including holidays and weekends, ColourPop's processing times are 3-5 business days and an additional 3-5 business days for domestic shipping. Order was purchased 11/25 and shipped 11/29; the estimated delivery date would have been 12/6. As we ship via USPS, tracking can vary...

as it is only an estimated time of delivery. USPS has noted that there may be an extension to the estimated delivery time due to holidays. We do not currently ship with any other carrier. According 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 refund. As 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 package. Our CS team responded to the customer on Dec 8, 9:28am. As this is the case, we have upheld our 48 hr response time frame as listed on our website FAQ.

Complaint: 11727525
I am rejecting this response because:
I did not sign for the package. The package was deliverd to some one elses house and I pulled the signature from the post office and it is a scribble. I do not have the package. It did not arrive at my house nor did I sign for it.
Regards,
E[redacted]

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 14 business days since the first moment when they started the promotion on May,1, 2016 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 3/5 business days as it was originally stated.
I'm expecting also other orders placed on May 3 and May 7, and I really hope they don't delay too much as they did with this previous order.
Regards,
R[redacted]

Order 2722503My apologies for not giving you more personal customer support.  Colourpop uses only the USPS to keep the product cost to the customer as low as possible.  On occasion packages do take side trips with Texas being one of those locations I recall (maybe the path taken for East...

cost shipments?).  As for your instance, the only information we have is from the USPS tracking which says the package was delayed and was departing Dallas TX on Tuesday Feb 2nd.  From the tracking information, it shows it only took 4 confusing days to get to Dallas, so hopefully less than that to get back.  With those side trips the package will likely be routed to you, or if some issue with the address, it will come back to Colourpop.  I will find out what happens if it comes back to Colourpop.  Please have patience.  [redacted]/Accounting

Good afternoon,The customer's order was updated to the requested address, per customer email chain. Tracking: 94[redacted]8[redacted]1As we ship via USPS, standard domestic packages are delivered within 3-5 business days. Estimated delivery date is Dec 22nd. We recommend the customer periodically...

checks tracking for updates regarding their package's location.

Good Morning,
 
The customer contacted us in regards to order 3030132, she placed the order on 7/18 and wanted...

to receive it by 7/23. Normal processing times are 3-5 business days and once shipped, orders take 3-5 business days to be delivered. Her order was shipped on 7/21 (the 3rd business day of processing) and delivered 7/25  94[redacted]46. Thank you.

Bad customer service. Amazon is much better at delivering with their services. Colourpop does not even recognize their faults. I had ordered something to be delivered to Canada on July 5th, 2016 up until today (August 24th, 2016) I have not received anything. It says that just a shipping label was created with USPS. I have exchanged many emails and they tried to put the blame on USPS. They do not read their email properly and therefore they are not listening to their customers. I just received an email back saying that they will send a replacement after a month and a half of exchanging emails. It's absolutely ridiculous. I will never order from them again.

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 1 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]7254 (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-2015 16:38:49 PSTBusiness Day:29-Dec-2015Batch ID:351[redacted]72Authorization InformationAuthorization Amount:USD (24.99)Submit Date /Time:29-Dec-2015 13:47:53 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]