ColourPop Cosmetics, LLC

The customer emailed in on July 25, regarding a missing eye shadow from an order delivered on May 19, Our replacement policy requires that any order issues are reported within weeks of the order's deliveryThe policy is available on our FAQ https://colourpop.com/pages/faqs An image of the policy, which is part of our return policy, is included as an attachment.Our team aims to provide the best possible service to each customer and, as a result, has offered to replace the missing product as a one-time customer service courtesyAdditionally, our team has provided the customer with a $coupon code for a future purchase as an apology for any inconvenience causedAn email sent to the customer has been included as an attachment to this response

We do our best to assist each customer towards a resolutionUnfortunately, our return policy does not offer returns, refunds, or exchangesAs such, we are unable to fulfill the customer’s request Furthermore, according to tracking data, the package for order was marked as successfully delivered by USPS on October 31st, There is no indication that the package was refused by the recipient upon delivery, therefore the package is considered acceptedAs this is the case, the customer’s inquiry is considered resolved

Complaint: I am rejecting this response because: they did not send one of the shadows in the original order and the customer service was terribleTook over a month to get my package and along with a missing shadow, one was sent broken Regards, M [redacted]

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

Complaint: I am rejecting this response because: this business sent this request on FEB 23,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 businessSo after three days of me not providing that information they are acting as if they have really attempted a resolutionI will send this information once I am out of the HospitalRegards, L [redacted]

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 [redacted] [redacted] is the tracking showing that the package left our facility on December 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***(below is the full screen shot). Sincerely G [redacted] / Colourpop AccountingTransaction ID: 78***94658Transaction Status: Refund Settlement InformationSettlement Amount:USD (24.99)Settlement Date and Time:29-Dec-16:38:PSTBusiness Day:29-Dec-2015Batch ID:351***72Authorization InformationAuthorization Amount:USD (24.99)Submit Date /Time:29-Dec-13:47:PSTAuthorization Code:029658Reference Transaction ID:77***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:[redacted] **City:El PasoState/Province:TXZip Code:79934Country:USPhone: [redacted] Fax:Email:[email protected]

Our return/refund policy is readily available at all times on our website FAQ, and via the following link: https://support.colourpop.com/hc/en-us/articles/ [redacted] 831-Return-PolicyBy placing an order with ColourPop Cosmetics, the customer has agreed to our return policyAlthough tracking shows that the customer’s original order was delivered, our team issued a replacement package to the customer when the original order was reported as not receivedAs the replacement has successfully been delivered as of June 26, 2018, the customer’s inquiry is considered resolved

The customer emailed in on July 25, regarding a missing eye shadow from an order delivered on May 19, Our replacement policy requires that any order issues are reported within weeks of the order's deliveryThe policy is available on our FAQ https://colourpop.com/pages/faqs An image of the policy, which is part of our return policy, is included as an attachment.Our team aims to provide the best possible service to each customer and, as a result, has offered to replace the missing product as a one-time customer service courtesyAdditionally, our team has provided the customer with a $coupon code for a future purchase as an apology for any inconvenience causedAn email sent to the customer has been included as an attachment to this response.

Complaint: I am rejecting this response because: I ordered the items for a specific event and the event date has passedI am no longer interested in doing business with this company or use it's productsI have as Regards, R [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11602748, and find that this resolution is satisfactory to me Regards, [redacted] ***

Good Morning, We have received correspondence from the customer in regards to orders and 3231503; a replacement for order was issued and delivered on 8/25, [redacted] [redacted] A replacement for order 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

Good Morning, The customer reached out to us in regards to a missing package for order Our records indicate that her order was successfully delivered: On Time Updated Delivery Day: Thursday, September 15, Signed for By: E [redacted] // POCAHONTAS, AR // 2: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

Complaint: I am rejecting this response because: they worded it that this is a "one-time courtesy replacement" when their website says they will replace any damaged productI would like to know, if I order again, that this will be done for me in the future should I have any other issues.It is egregious to offer a coupon and basically expect your customers to pay more to make up for your employees' careless mistakes when packing the ordersDo not place the responsibility of rectifying these mistakes on your customers and their walletsShameful Regards, [redacted] ***n

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]

The customer contacted is in regards to 5749222, which had been delivered but not received by the customerShe filed a missing package claim with USPS and provided us with the claim number, a replacement package was issued and delivered on 7/[redacted] [redacted] Thank you

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] ***

Complaint: I am rejecting this response because:I have already been told this information by the company and advised them it is not enoughI have photos of the damage and dirty product that do clearly show the reason for my complaint (unlike their response below where they are basically insinuating I am being untruthful)Please advise how to further proceed Regards, A [redacted]

Good Morning, The customer was notified that payment had failed for her order, as such we had to cancel the orderShe 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

It is my favorite lipstick brandLooks and feels great and is very affordable

Hello,The customer contacted us on March 11th to inform us that her package for her order had not been deliveredThe customer was advised that packages can occasionally be incorrectly marked as delivered, and to wait a few additional business days for any tracking updatesUSPS tracking: [redacted] 77Tracking for the package updated on March 14th, indicating return to sender, and the package was received at our facility on March 19thOn March 20th, the customer was refunded for the full value of her order, as this is our policy for all returned packagesInformation 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-US-package-is-returnthe customer has been refunded for her returned order, this inquiry is considered resolved