ComplaintsforColourPop Cosmetics, LLC

• Initial Complaint

  08/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order online with clourpop on July 25th and it shipped the next day via DHL with final delivery through usps. My package has been sitting in Stow, OH since July 29th with no movement. I have tried to contact DHL but they claim the order was tendered to the delivery service provider (usps) and if there's a problem I have to contact the merchant. I have tried to contact usps but they will not let me report undelivered mail that they claim they have never received. I have reached out to clourpop via email (as they state there is no available customer service number) multiple times within the 14 days they say you must reach out to them with order issues and provided them with the all this information along with screenshots stating what I have written above. I have also reached out multiple times via social media. I have received absolutely no response from the company.

  

  Business response

  08/12/2024

  The customer contacted us once on August 5th and twice on August 8th to indicate that the tracking status for their package had not updated in over a week. Please note, our Customer Service team is available from Monday through Friday, and we aim to respond to all inquiries within 2 business days not including weekends and holidays. This time may be extended during launches, promotional periods, or when we receive a high volume of inquiries. Our team was able to respond to the customer on August 8th and offered the choice of either a one time courtesy replacement or refund for their order. The customer followed up on August 9th to request a replacement. A replacement order was issued on August 9th and shipped on August 12th with DHL eCommerce tracking ID 42******************4*********. As a replacement has been issued and shipped, we consider this inquiry resolved.

  Customer response

  08/12/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22115550, and find that this resolution is satisfactory to me.
  
  Regards,
  
  M******* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order directly from the company Colourpop after seeing some of their products at Ulta (a makeup store). Colourpop seemed to be a well known, reputable make up line. After placing an order, I received someone else’s order instead. The packaging had my correct name and address. But the packing slip inside as well as the products inside belonged to someone else. This is a mishandling of sensitive information. Now I have a stranger’s order, but also their billing information, address and name. I contacted colourpop directly and received no response. When viewing their reviews on their Facebook page, I noticed that many people experienced the same thing that I had. Without resolution from Colourpop. Some customers even stated that they never received any order at all. This is essentially stealing money from customers. Their customer service seems nonexistent. There is no number to call only an email. I have sent many emails with no response whatsoever. This company is grossly mishandling sensitive customer information as well as stealing money from customers. They are advertising products which the customer pays for and never receives. This is absolutely unacceptable. I will provide my order number here, as well as tracking and photos. Again, I have reached out to colourpop several times for help and assistance and have received none.

  

  Business response

  07/19/2024

  The customer contacted us on July 16th and followed up on July 17th to indicate receipt of the wrong order and provide a photo of their shipping label and packing slip received. Please note, our Customer Service team is available from Monday through Friday, and we aim to respond to all inquiries within 2 business days not including weekends and holidays. This time may be extended during launches, promotional periods, or when we receive a high volume of inquiries. Our team was able to respond to the customer on July 18th and requested that the customer provide a photo showing the physical items received. The customer provided the requested photo, and our team issued a replacement order. The replacement order shipped on July 19th with DHL eCommerce tracking ID 42******************4*********. As a replacement has been issued and shipped, we consider this inquiry resolved.

  Customer response

  07/22/2024

  
  
  Complaint: 22008027
  
  I am rejecting this response because:

  I have been contacted by Colourpop and they stated that they have sent out my correct order to me. I also see here that they have contacted you. The reason I have not excepted the resolution yet is because I want to make sure that this order actually gets to me and is correct and not damaged. Once I receive my correct order, as long as it is undamaged, I will accept their resolution on the Better Business Bureau site. 
  Thankyou for all your help with this. 
  
  Regards,
  
  J******* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  07/26/2024

  Our team issued a replacement order on July 18th. The replacement order shipped on July 19th with DHL eCommerce tracking ID 42******************4********* and was handed off to USPS on July 23rd for final delivery (USPS tracking: 9******************689). The package was marked as delivered by the courier on July 25th. As a replacement has been issued, shipped and delivered, we consider this inquiry resolved.

  Customer response

  07/27/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22008027, and find that this resolution is satisfactory to me.
  My correct order was received. But I believe, if I hadn’t contacted the Better Business Bureau, I would not have had this outcome. 
  
  Regards,
  
  J******* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered and was very excited for the colourpop and Pokémon collection. I ended up receiving a palette with a broken color in it. I would like it replaced. I sent the business a message and have yet to hear back. I contacted them a week ago.

  

  Business response

  05/28/2024

  The customer contacted us on May 18th to report receipt of a damaged item and followed up on May 22nd. Please note, our Customer Service team is available from Monday through Friday, and we aim to respond to all inquiries within 2 business days not including weekends and holidays. This time may be extended during launches, promotional periods, or when we receive a high volume of inquiries. Our team was able to respond to the customer on May 23rd and issued a replacement. The replacement order shipped on May 24th with DHL eCommerce ID 42******************4*********. As a replacement has been issued, we consider this inquiry resolved.

  Customer response

  05/30/2024

  
  
  Complaint: 21752470
  
  I am rejecting this response because:
  I was sent another damaged palette. I should get a new, not used replacement. 
  Regards,
  
  J*** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  06/03/2024

  The customer reached out on May 30th to indicate an issue with their replacement product. Our team responded to the customer on May 31st and provided them with a coupon code for the purchase value of the product. That coupon code has since been used by the customer on a new order. As the coupon code issued has been used, we consider this inquiry resolved.

  Customer response

  06/03/2024

  
  
  Complaint: 21752470
  
  I am rejecting this response because: I would just like to wait and see how my replacement arrives before I close the case. 
  
  Regards,
  
  J*** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They keep reversing my order and cancelling it because '' high risk '' Though I ordered one time from their company. this is the order number ''' #23080340 '' I made many orders and all of them were canceled, i provided a screenshot below. I emailed them, they said its high risk and we cannot tell you anything about it, like what? really? I've sent them my bank statement and transcation history, i've sent them a picture i took from the bank where i was speaking with a client advisor regarding this, and then i emailed them, every email i sent, an employee called Sabeen she tells me the same thing over and over again '' we cannot tell you anything why it was flagged a high risk'' I even told her if u want a video call we can do it, want me to send u more information regarding my bank i can do it, want me to take a picture beside my card i can do it, but all she did, she replied the same thing over and over again telling me that we cannot process this order. I need to order this order asap before I travel. Its for my customres.

  

  Business response

  03/20/2024

  Our team notified the customer via email that their orders were flagged as high risk by our system, resulting in the orders being voided. Our team also notified the customer that we are unable to disclose any details as to why their orders were flagged as high risk. We have reviewed the customer’s order history and notified the customer that we are unable to accept/fulfill their orders. As we do not hold the customer’s payment and any pending charges associated with the voided orders are only temporary and will drop from the customer’s account within 12 business days, we consider this inquiry resolved.

  Customer response

  03/20/2024

  
  
  Complaint: 21454860
  
  I am rejecting this response because:

  1- They are not helping me

  2- They keep flagging me for something I did not do, and I even told them that i can give you evidence that i'm not a fraud, but they refused to cooperate

  3- I've already ordered from them months ago and there was no issue at all 

  4- Notice how they give the same answer to everyone, they just copy paste and they are not willing to help at all. 

  5- If my customers didn't want this order i'd never order from them, but i'm actually desperate to get this order.

  6- They need to tell me why I was flagged, and they need to fix it. I don't want this usual response. Its like you are talking with a wall. They just ain't ready to help, its like they don't want customers anymore.
  
  Again, I reject this, if they answer me the same without any solution i'll keep rejecting it until they fulfill my order and unlift the '' High fraud flag'' from my account. 
  
  Regards,
  
  A**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  03/21/2024

  We are unable to disclose any details as to why the customer’s orders were flagged as high risk. We have reviewed the customer’s order history and notified them that we are unable to accept/fulfill their orders. As we do not hold the customer’s payment and any pending charges associated with the voided orders are only temporary and will drop from the customer’s account within 12 business days, we consider this inquiry resolved.

  Customer response

  03/21/2024

  
  
  Complaint: 21454860
  
  I am rejecting this response because:

  you are repeating the same thing over and over again, its hopeless at this stage, its like im begging.
  
  Give me a solution, how can i order from your website. just give me 1 solution.
  
  Regards,
  
  A**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received 2 orders and one had stickers for your face and they do not stick. The adhesive is either old dried or just faulty. I informed the company and basically they said too bad no refunds. I also informed them with images on my chin, mouth and cheeks that I got a severe breakout reaction from their products. I’ve used their stuff before and never had issues so my physician said they likely changed formulas or something. They said too bad and won’t refund me. I contacted my cc company and they’re looking into getting my money back. Colourpop has thousands of complaints online for their poor business practices and customer service lacking. I want a refund for these items and an apology.

  

  Business response

  02/22/2024

  The customer first contacted us on February 18, 2024 to claim that a cheek and lip balm (purchased as part of their order 22***435 placed on February 10, 2024) caused them to break out in pimples - the customer indicated they wished to return the entire order. They also expressed dissatisfaction with an item from a separate order (purchased as part of their other order 22***425 also placed on February 10, 2024). Our team responded on February 20th and advised the customer that we do not provide returns, refunds, or exchanges as noted on our website. This policy can be found in our FAQ and via the following link: *************************831-Return-Policy. In order 22***435, the customer purchased a total of 13 products, of which 3 are lip and cheek balms; however, the customer sought a refund of ALL 13 products in the order. The customer replied twice on February 20th and claimed to have had an allergic reaction to the product. Our team responded on February 21st to indicate that if the customer has allergies or is sensitive to some cosmetic ingredients, we recommend only purchasing one item at a time to test for any type of reaction before purchasing multiple items. All product ingredients are listed on each product page so that customers can check for possible allergens prior to purchase. As the customer continued to insist upon a refund, their inquiry was escalated and our team requested that the customer provide images of the bottom label of each lip and cheek balms received. The customer replied and provided images of their packing slips for both orders, two unopened lipsticks, two unopened lip liners, two sets of face crystals, and the bottom label of one lip and cheek balm. The customer also insisted on a refund for both orders. In order 22***425, the customer purchased a total of 14 products, of which 2 are face crystals; however, the customer sought a refund of ALL 14 products in this order as well. In an effort to provide a resolution without further delay, our team has issued a one time courtesy refund for both of these orders. The orders have been refunded in full as of February 21st. As a refund has been issued, we consider this inquiry resolved.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been trying to purchase products from this company and the keep canceling my orders. When I inquire as to why they tell me my profile is flagged as high risk and will not tell me why it has been flagged. I have never canceled an order with them or filed a return. I purchased from them multiple times in 2020 and when I went to order January 29th 2024 they canceled it I have tried 3 other times since then and they keep canceling my orders.

  

  Business response

  02/20/2024

  Our team notified the customer via email that their orders were flagged as high risk by our system, resulting in the orders being voided. Our team also notified the customer that we are unable to disclose any details as to why their orders were flagged as high risk. We have reviewed the customer’s order history and notified the customer that we are unable to accept/fulfill their orders. As we do not hold the customer’s payment and any pending charges associated with the voided orders are only temporary and will drop from the customer’s account within 12 business days, we consider this inquiry resolved.

  Customer response

  02/20/2024

  
  
  Complaint: 21306174
  
  I am rejecting this response because: they refuse to tell me why it was flagged as high risk
  
  Regards,
  
  M******* *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  02/21/2024

  We are unable to disclose any details as to why the customer’s orders were flagged as high risk. We have reviewed the customer’s order history and notified them that we are unable to accept/fulfill their orders. As we do not hold the customer’s payment and any pending charges associated with the voided orders are only temporary and will drop from the customer’s account within 12 business days, we consider this inquiry resolved.

  Customer response

  02/21/2024

  
  
  Complaint: 21306174
  
  I am rejecting this response because: this is the only business that has "flagged" any account I have as high risk this does not make sense to me. I have done nothing to make my account high risk.
  
  Regards,
  
  M******* *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My package got returned to sender, USPS said they made my shipping label wrong. I put the right address for shipping, and checked it before it got shipped. They voided a part of my address! I have a mailbox that needs to be stated with my address, and they didn't add it on the shipping label. I ordered a limited edition package, and the customer service team is not responding to me. I am worried they are just going to refund me, I was so excited to receive these items, and now I'm probably not going to get them. I did nothing wrong, colourpop are the ones who messed up. If they had questions about my address they could've asked me instead of not including all the information I gave them on their shipping label.

  

  Business response

  01/29/2024

  The customer contacted us several times on January 24th to report that their order was being returned by the courier due to an insufficient address. Please note, our Customer Service team is available from Monday through Friday, and we aim to respond to all inquiries within 2 business days not including weekends and holidays. This time may be extended during launches, promotional periods, or when we receive a high volume of inquiries. Our team was able to respond to the customer on January 26th and notified them that we were unable to replace the items from their order as they are currently out of stock. Our team offered the customer the choice of either a one time courtesy refund or a coupon code for the value of their order. The customer followed up at that time to request a refund for their order. In an effort to provide a resolution without further delay, our team has issued a one time courtesy refund for this order. The order has been refunded in full as of January 26th. As a refund has been issued, we consider this inquiry resolved.

  Customer response

  01/29/2024

  
  
  Complaint: 21193682
  
  I am rejecting this response because:
  I put in my address correctly online, they did not include my second address/mailbox number and my package got sent back. They refunded me, but they did this to another package that's being sent to me. I found this out by calling DHL and USPS that Colourpop is excluding a part of my address on their shipping label. They didn't tell me anyway to resolve this so I could actually receive packages from them. If they were to check my order, like I have, the information I put in for shipping was correct. Every other website I use to get things delivered to me does not have this issue. They refunded a limited edition item that I won't be able to get now because of something they messed up on. 
  Regards,
  
  K***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  01/30/2024

  The order has been refunded in full as of January 26th. As a refund has been issued, we consider this inquiry resolved.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  so i made a order for my daughter and my neice for chistmas gifts, and USPS says it was delivered in my mailbox today. It was not, i even checked my neighbors. Im pretty sure no one stole it from my mailbox because i get notifications and went outside as soon as i was notified it was delivered. i reached out to USPS to clarify, they say it was delivered...i reach out to colourpop and they have the nerve to say sorry but oh well. total amount paid was 59.07 usd. order was placed on 12/11/2023 and today is 12/19/2023

  

  Business response

  12/22/2023

  The customer contacted us on December 19th to report that their order had been marked as delivered earlier that morning but not received. Our team responded and requested that the customer check with their neighbors and allow a few additional days for delivery as packages can sometimes be marked as delivered before they are. The customer reached out again on December 20th, and our team again requested that they allow a few additional days for delivery. It is our policy in all cases where a shipment is marked as delivered but not received to allow a few additional days for delivery. If the customer has not received their order within 5 business days from the delivery date indicated in tracking, we ask that they please follow up with our team so we can assist with a resolution at that time.

  Customer response

  12/22/2023

  
  
  Complaint: 21032551
  
  I am rejecting this response because: its been three days since the actual post office told me it was delivered, its not gonna magically appear and its christmas gifts! The post office said they may have delivered it to the wrong address as its been hectic with the holidays, i have checked with everyone in my building and have done everything on my part. i will wait until dec. 24 to email colourpop again, but im not willing to close this dispute until its been resolved. Thanks.
  
  Regards,
  
  H***** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  12/29/2023

  The customer contacted us on December 27th to indicate that their order which had been marked as delivered on December 19th had still not been received. Our team responded to the customer and asked them to confirm whether they would like to use the original shipping address or an alternative address for a replacement package. The customer replied to confirm their desired shipping address, and our team issued a replacement order to ship to that address on December 28th. The replacement order shipped on December 29th via DHL eCommerce tracking ID 420228029261290260114100208673 and is currently in transit. As a replacement order has been issued, we consider this inquiry resolved.

  Customer response

  01/03/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21032551, and find that this resolution is satisfactory to me.
  
  Regards,
  
  H***** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order in plenty of time to arrive before Christmas as guaranteed on their website and my order is scheduled to arrive on 12/26. They will not allow a return to sender refund

  

  Business response

  12/21/2023

  The customer reached out on December 18th to request their order be canceled and refunded. Our team responded to the customer and indicated that as their order had already shipped, it could no longer be canceled. Our team also indicated that if the customer’s order was not received before December 25th, we would be able to assist further at that time. The customer’s order shipped on December 14th via DHL eCommerce tracking ID 42***************************2 and has been marked as delivered by the courier as of December 21st. As the order has been delivered, we consider this inquiry resolved.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello - I placed order #22733069 and I am missing the Black Friday Mystery Box I ordered. I received everything else, but I did not receive the Black Friday Mystery Box. The full monetary amount of my order was charged, and I did not receive it in the package. Based on the tracking email, it should have arrived with all my other items, yet I did not receive it. I reached out via email and social media 2 days ago and have not received a response yet. Please ship my Black Friday Mystery Box ASAP. Thank you.

  

  Business response

  12/12/2023

  The customer contacted us on December 5th and followed up on December 7th to report they were missing the Black Friday Mystery Box from their order. Please note, our Customer Service team is available from Monday through Friday, and we aim to respond to all inquiries within 2 business days not including weekends and holidays. This time may be extended during launches, promotional periods, or when we receive a high volume of inquiries.  Please also note, our customer service team does not provide assistance via social media. Our team responded to the customer on December 7th and issued a replacement. The replacement order shipped on December 11th with DHL eCommerce tracking ID 42***************************8. As a replacement has been issued, we consider this inquiry resolved.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩