ColourPop Cosmetics, LLC

Good Evening, The customer reached out to us in regards to two missing Man Eater Ultra Metallics, she confirmed her order details and a replacement order was generatedHer replacement order is currently processing, once her order ships, an email with tracking will be sentThank you.

Complaint:
I am rejecting this response because: In my original complaint, I specified very clearly times and dates, which the business failed to consider in their response.First, I would like to ask, why could they not amend my order? Why couldn't they take item off? Thankfully, it was just item duplicated, what if it was the whole order, wouldn't I be able to receive a refund? I research in some online forums and found this other customers with the same issue I had, some had their orders amended by the company and some did not (like me)Is there any clear policy on this or it all comes down to an employee that dont to go through the hassle and say they can't do it? The company also implies that it took me too long to get back to themI never imagined that they would not amend my orderBut still, I answer them on the very same day of the orderVery late at night, but on that same dayTheir rep said on this instance that the item could be swapped as long as it was not on SHIPMENT processVery wellAround in the afternoon the next day, they email me saying they could no longer swap because the order was on PACKING PROCESSI answered back questioning, if its not yet shipped, how hard can it be to swap a lipstick for another?So in short, I emailed them back Thursday night, on Friday afternoon they said they could not swap it, but the order was actually just shipped on Monday morningBy the time I filed this complaint, the order had not yet shippedTo say that it was too late to amend the order was simply not true. All dates and times I mention can be confirmed by our email communications. So why not just simply amend the order?Later that same nightI saw the company's response
Regards,
*** ***

Hello,The customer contacted us on November 16th to inform us that her package for order 8234606, which shipped on November 1st, had not been delivered due to a delayAs we aim to assist each customer as best as possible, a replacement package was offered to the customer on November 21st as a
customer service courtesy for the delayThe customer accepted the replacement, and order Rwas issued on November 21stThe customer will receive tracking data when the replacement order ships

Complaint:
I am rejecting this response because: I was ready to accept until I was told to email customer service for any questions about policyIf you read my initial complaint, I clearly did contact customer service who either lied to me about your policy or was not well trained as what they told me did not reflect the policy written on the website
Regards,
S*** ***

Revdex.com:
this business did reach out and sent a replacement package
I have reviewed the response made by the business in reference to complaint ID 11549585, and find that this resolution is satisfactory to me
Regards,
S*** ***

Complaint:
I am rejecting this response because: I was never offered the option to cancel and reorder, nor was I ever sent or given the discount codeIt is a blatant lieIn addition, I see no real solution being offeredthe only way for me to get the $promised to me is to order more and pay another $in shipping which with the USD conversion ends up being almost $20.
Regards,
L*** ***

Hello,The customer contacted us on November 28th to inform us that she had received broken and missing items in her order As per our policy, she was offered a coupon code for the combined value of the affected items in her orderAs we aim to assist each customer as best as possible,
she was offered a one-time courtesy refund for the combined value of her products in lieu of a coupon codeThis offer was accepted by the customer and a refund for the value of the items was issued on November 30th

Good afternoon, Our Customer Service team issued a replacement package for the customer on Jan 19th, This replacement package (5378164B) shipped Jan 20thTracking: 94***55*** Last tracking update states, "Your item departed our NASHUA, NH destination facility on
January 22, at 12:pmThe item is currently in transit to the destination." We recommend the customer to periodically check their tracking number for updates regarding the delivery/location of their replacement packageAs the replacement package has been issued, this inquiry has now been resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11634850, and find that this resolution is satisfactory to me
Regards,
S*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12711716, and find that this resolution is satisfactory to me
Regards,
L*** ***

Complaint:
I am rejecting this response because:
Regards,
P*** ***
The items leaked allover my car seats who would keep them? I threw them in the trash at a McDonald'sNo 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 smhI had to pay to get the stains removed

Good afternoon, Order tracking: 94***55*** Last tracking update states, "Your item has been delivered to the original sender at 10:am on May 20, 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 customerThe refund should return back to the customer's account within 7-business daysOrder tracking: 94***55*** Last tracking update states, "Your item was undeliverable as addressed at 2:pm on May 13, in AURORA, CO 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

Hello,
We responded to Shannon Scott's initial complaint on 5/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 orderPlease refer to the attachment

The customer emailed in regarding a damaged product in an order that was shipped internationallyAs of December 2016, we no longer offer international replacements for individual items. This information has not yet been updated on our FAQ, however as per our Terms of Service, Section 4:
Modifications to the Service and Prices: "Prices for our products are subject to change without noticeWe reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time."As we do our best to provide exceptional service to each of our customers, our team will honor our previous replacement policy and has offered a one-time courtesy replacement package to the customerPlease find attached our communication to the customer

Good afternoon, Our team has issued a one time courtesy replacement package for the customerReplacement package tracking: LZ***USLast tracking update states, "Your item departed our USPS facility in SANTA CLARITA, CA on May 23, at 12:pmThe item is currently in transit
to the destination." We recommend for the customer to contact USPS or their local post office for any additional questions regarding delivery of their packagePlease note, international packages take approximately 10-business days to be delivered

Hello,The customer contacted us on December 7th to inform us that she received a defective item in her order 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 codeAs we aim
to assist each customer as best as possible, a one time courtesy replacement of the product was offered and accepted on December 12thA replacement package Rwas issued on December 12th and is currently processingThe customer will receive tracking when the order ships

Complaint:
I am rejecting this response out of principle, though at this point I don't expect the outcome I desire, which is a shameI understand different companies have different policies, and because of ColourPop's need to stick to their strict policies that don't allow for wiggle room to satisfy a customer, I will not be a returning customer and will not be placing any future ordersI am sharing this experience with all other friends who shop online for their cosmeticsThat's how much of a bad taste this experience has left in my mouth. Perhaps it's because when this same scenario happened to me once before from another company (Just Fab), in which USPS returned the package to the sender though the shipping address was correct, the customer service rep was swift in responding to let me know that whatever may have happened to the shoes, they will be sending me another package, of the same item, via express at no additional charge to meI received my item the next dayNo other effort on my part was neededThat, in my opinion, is how a returning customer should be treated when it comes to situations that arise outside of the customer's controlMaybe that particular instance has led me to hold other brands to a higher standard, but you know what? In the end, I'm still a happy Just Fab customerCan't say the same for ColourPop.They say they cannot honor promotions outside of the promotional time frame and I urge them to make exceptions for situations like mine, where all I wanted was the product itself, because up until recently I really, really enjoyed using their productI simply can't understand how hard it is for a customer service department to offer the same discount as a courtesy for inconvenient situationsWhat they fail to grasp was that it wasn't simply about getting my money back, which I have in fact receivedIt's about acknowledging the inconvenience to the customer and making their experience of shopping online a pleasant oneEspecially for a company that does most of their business onlineAnd every person I've shared this experience with agrees how bogus ColourPop's handling of it has beenAnd what's so silly is that my order was only $So, I guess take that for what it's worthI urge the Revdex.com to rethink their A+ rating of ColourPopFrom reading their other complaints, they don't see to deserve it.Thank you all for your time. Regards,M** ***

The customer contacted us in regards to a $discount that was not 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 codeHer code is good for days from the date she signed up for the newsletter and she can use it on a future order.Thank you

Good afternoon,As we have a strict "no return, refund, exchange" policy, we are unable to issue a refund as this would be unfair to the rest of our customersThis information can be found on our FAQ, Returns/Refund Policy, and within our Terms of ServiceThe following are available on our website
and at the time of purchaseThese terms are acknowledged by the customer before completing the transactionI have included screenshots of our Returns and Refund policy for reference.As a one-time courtesy, our management team has offered to refund the customer if the customer returns the products back to our facilityOur team has also issued a $coupon code for a future purchase

Hello,The customer contacted us to let us know that she had received a defective product in her order A replacement, R9302756, was issued for the item, however the customer informed us that the replacement she received did not contain the correct itemAs we aim to assist each customer as
best as possible, a second replacement, 9302756C, was issued for the correct item on February 14thThe order shipped as of February 16th and is currently in transit to the destinationUSPS tracking number 94***68As this is the case, the customer’s inquiry is considered resolved