ColourPop Cosmetics, LLC

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.

I have never had a complaint with Colourpop. They are small business, operating in Los Angeles, their products are made in the U.S. and they are cruelty free. I have ordered 4 times from them, each order between 30-40 dollars. They have been in good communication with me, they let me know when they have scheduled shipments and they send me the packages in a timely fashion. Each time my order has come on time, nothing broken, and they send packages in a reasonable size for the order size- i.e. three- seven items in a padded envelope made from recyclable materials, and larger orders in a box with plenty of padding. The packages come in a reasonable time frame (i.e. 10-14 business days). For example. I ordered my third order on March 12, 2016, they let me know it shipped on the 17th and I received my order on the 19th! That was only a week, which very good for a company. My fourth order was ordered the 24th, they let me know it was shipped on the 28th, and it is expected to be delivered on the 1st of April. I have been very pleased with this company, unlike Ulta who in two separate orders sent me broken items, and they ship packages that are too large! for what is in the package (sometimes 1 or 2 items), with very little padding.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12547991, and find that this resolution is satisfactory to me.The issue has been resolved. Thank you very much. Regards,
F[redacted]

Good Afternoon, 
 
The customer reached out to us and requested to have her order canceled; per her request, her order has been canceled and refunded. The refund should be seen in 7-12 business days, thank you.

An agreement was reached to refund the extra freight plus and an additional amount for good will.  Sincerely,[redacted] / Colourpop Accounting

Order 2725176I 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

Complaint: 11565962
I am rejecting this response because: they did not...

send one of the shadows in the original order and the customer service was terrible. Took over a month to get my package and along with a missing shadow, one was sent broken. 
Regards,
M[redacted]

Good afternoon,Unfortunately, the order in question was not placed on our website. We recommend that the customer reach out to the website listed in their inquiry, www.kyliecosmeticsxl.com.As this order was not placed on our website, this inquiry has now been resolved.

Order 2831136I 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

A replacement shipment was sent on tracking USPS 94[redacted] and shows as being received April 2nd.  Hopefully all is OK.  Sincerely  G[redacted] CP Accounting

Good afternoon,Verification is required for all cancellations/refunds as the security of all our customers is a top priority. As the customer was unable to verify their account on Dec 5th, the order shipped and our Customer Service team was unable to cancel the order. I have included a screenshot of the email conversation with time stamps for reference. Due to this delay in response, we have requested for the customer to refuse the package so that it may "return to sender". All returned packages are automatically cancelled and refunded once they have arrived at our facility. However, as a one time courtesy, we have gone forward and issued a refund for the order even though it has not been received back at our facility. Refunds are returned back to the customer's account within 7-12 business days from the date of the refund. In addition, an apology and coupon code was issued as a customer service courtesy for any inconvenience the customer experienced. As our team has gone through all the steps necessary to accommodate the customer, this inquiry has now been resolved.

Good Evening, The customer reached out to us in regards to a formula issue with her Clueless Ultra Matte, unfortunately, we can only replace what was originally ordered so a coupon code for the value of the product was issued instead. Thank you.

[redacted],Unfortunately Colourpop does not have any special contacts or phone numbers with the USPS that give us more information than you were able to receive directly.  I don't really think the USPS would be able to figure it out, only that it left Texas on Tuesday.  I'm not sure about the generic sounding responses other than we have multiple people handling questions as they come in and maybe they did not understand the details of the problem.  Hopefully the package just arrives at your house shortly.  If it is receive back at Colourpop, we automatically refund the money.  Sincerely,[redacted] / Colourpop Accounting

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11398183, and find that this resolution is satisfactory to me.
Regards,
X[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11692049, and find that this resolution is satisfactory to me. But, please send me an exact date the order shipped out. I cannot just accept it without any promise. Thank you
Regards,
L[redacted]

Customer has been issued a replacement package for her issue. Tracking: 94[redacted]55[redacted]; according to tracking, this "item was delivered in or at the mailbox at 2:43 pm on May 8, 2017 in PAULSBORO, NJ 08066."

Complaint: 11438500
I am rejecting this response because: There was no solution or resolution even offered or provided. I never even stated whether or not it was an allergic reaction. Still awaiting a speciality referral from my primary care doctor for surgical resolution, biopsy etc.. Which I will have to pay for out of pocket. Lack of concern for your customers is disgusting at best.
Regards,
S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID 11398183, and find that this resolution is satisfactory to me.
Regards,
X[redacted]

Good Morning, The customer reached out to us in regards to a missing package for order 3212408, she provided an alternative shipping address so that a replacement order could be issued. Her replacement order is currently processing, once it has shipped an email with tracking will be sent....

Thank you.

The customer contacted is in regards to 5749222, which had been delivered but not received by the customer. She filed a...

missing package claim with USPS and provided us with the claim number, a replacement package was issued and delivered on 7/21 94[redacted]55[redacted].
Thank you.