ColourPop Cosmetics, LLC

The customer contact us in regards to a missing package for order, 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.

The customer contacted us in regards to a $5 discount that was not 
11px;">applied to her order, she was notified that we do not have the ability to add a discount to an existing order; she was told that we could cancel her order while it was processing so that she could re-order and use her discount code. Her code is good for 90 days from the date she signed up for the newsletter and she can use it on a future order.Thank you.

Good Morning, 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.

Hello,The customer contacted us on February 23rd to inform us that she wanted to change the shipping address for her order 9640480. Unfortunately, the order had shipped on the same day, February 23rd, before any changes to the shipping address could be made. The package was returned to sender due to...

an address issue and received at our HQ on March 5th, 2018. Please find attached an image of the tracking update from USPS. USPS tracking: 94[redacted]Our policy for packages returned to us due to address issues is to cancel and refund the order. This policy can be found on our FAQ: https://support.colourpop.com/hc/en-us/articles/[redacted]272-USPS-says-my-packa...⇄ this is the case, a refund was processed for the order on 3/6/2018. The customer’s funds will return to their account in 7-12 business days.

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

11099880, and find that this resolution is satisfactory to me.
Regards,
S[redacted]

Complaint: 11561123
I am rejecting this response because: I am forced to continue to do business with them and spend more money with them in order to get back the $5 that was promised to me in the first place. Unless they are willing to waive the cost of shipping I see no reason to continue to do business with a company that is completely without integrity and has absolute disdain for its customers. $5 is next to nothing but it's the principle of it and it's theft. They lied about the discount to entice people to sign up for the marketing and this is a clever ploy to force me to continue buying from them. 
Regards,
L[redacted]

Hello,The customer contacted us on December 7th to inform us that she received a defective item in her order 8196297. As per our policy, she was issued a coupon code for the value of the product, and later offered a refund for the value of the product as an alternative to the coupon code. As we aim...

to assist each customer as best as possible, a one time courtesy replacement of the product was offered and accepted on December 12th. A replacement package R8433830 was issued on December 12th and is currently processing. The customer will receive tracking when the order ships.

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.

Revdex.com:
It was a shame that the company did not just handle their own returns issues and that I had to contact the Revdex.com in order to get the proper resolution from them.  Sadly for their actions, they have now lost a former loyal customer.  However, I have reviewed the response made by the business in reference to complaint ID 11937789, and find that this resolution is satisfactory to me.
Regards,
L[redacted]

Good Morning, The customer was notified that payment had failed for her order, as such we had to cancel the order. She was also told to place a new order and to provide us with the order number so that we could issue a 20% discount off of the subtotal of her order to account for the promotion....

We are currently waiting to receive her new order number.

Order 2722503
My 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

Absolutely horrendous customer service!!! There is no phone number to call which leads to email correspondence that takes forever...if they even bother to respond. They sent me a faulty product & when I finally heard back from them they said they would send me a replacement. The replacement was even worse than the first. Now I'm dealing with emailing them again.
They also don't read their emails carefully which leads to taking forever of back & forth emailing to resolve anything.

Good Morning,  font-family: arial, sans-serif;">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.

I see in our system that a replacement order is processing R4[redacted]519 as of April 25 3:32pm.  I anticipate that it will ship shortly.  You should receive an email when shipped

Hello,The customer contacted us on January 24th to inform us of an allergic reaction she experienced as a result of wearing products from multiple orders that she placed across December 2017 and January 2018. She was advised of our return policy, which does not offer refunds, returns, or exchanges....

All sales are final. Our return policy is available at all times on our FAQ, and is linked here for your convenience: https://support.colourpop.com/hc/en-us/articles/115000433831-Return-PolicyWe recommended only purchasing one item at a time to test for any type of reaction before purchasing additional items, and checking the ingredient listing of each item on our site to be sure of any possible allergic reactions. As we strive to assist each customer as best as possible within policy, we issued a $5 coupon code to the customer which can be used on a future purchase. This inquiry is considered 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

Good afternoon,According to our records, the customer has been issued a replacement package for her order. Replacement R5379731 tracking: LZ104138444USLast tracking update states, "Your item arrived at our USPS facility in LOS ANGELES, CA 90009 on January 12, 2017 at 9:24 am. The item is currently...

in transit to the destination."Please note, as we ship via USPS, international packages may take up to 21 business days to be delivered. As this is the case, the customer's estimated delivery date will be 2/9/17. We recommend that the customer periodically check tracking for updates. As a replacement package has been issued, this inquiry has now been resolved.

J[redacted],  I see in the system that the shipping label was printed today.  The package has most likely been picked up by the USPS and tracking by them will show as it goes through their processing center,  My apologies for the delay in shipping.  Sincerely G[redacted] / Colourpop...

Accounting

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.

It is my favorite lipstick brand. Looks and feels great and is very affordable.