Complaints

This profile includes complaints for ColourPop Cosmetics, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ColourPop Cosmetics, LLC

  1400 Stellar Dr Oxnard, CA 93033-2413

• 

  ColourPop Cosmetics, LLC

  1600 Westar Drive Oxnard, CA 93033

• 

  ColourPop Cosmetics, LLC

  233 Wilshire Blvd Santa Monica, CA 90401-1205

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order the confirmed it and withdrew the money from my bank account and after like a minute they canceled it they said “ We're so sorry! It appears your order #2******6 has been cancelled and your payment has been reversed. There may have been an error processing your payment; we encourage you to retry your order. Please note, it may take 7-12 business days for any pending charges to be removed from your account.“ I tried on the next day and the same happened no-one is answering to my emails idk

  

  Business Response

  Date: 03/19/2025

  Our team notified the customer via email that our system was unable to process payment for their order, which resulted in the order being canceled and voided. 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.

• Initial Complaint

  Date:02/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a eyeshadow palette and a highlighter from Colourpop thru the TikTok shop and I was expecting to receive it today as of February 14. I received a notification saying my package was delivered and upon receiving that notification I went to look for it outside and noticed they marked it as delivered in a garage area, to which my home does not possess. So I checked with neighbors, and I even contacted the USPS just to be vigilant in my efforts of finding my lost package before I reached out to Customer Service. Once I reached I did receive one response where the representative asked me to give them my order number, which I did and ever since then it’s been completely radio silent. I have tried messaging them again and again and they keep reading my messages and choose not to respond. I have honestly just reached out to them to ask if they would possibly consider re-shipping it or providing a refund and I’m getting nowhere. I have always been a major fan of this company, but this is the very first time I’ve ever had an issue and I have probably made well over 40 orders and I’m being treated like my issue isn’t of any concern.When reaching out I was kind I kept my messages, extremely professional, and I was just hoping someone was willing to help me, but the fact that they keep ignoring my messages, but it is showing that they have been read puts a sour taste in my mouth. I never thought I would experience this from such an influential beauty company.

  

  Business Response

  Date: 02/21/2025

  Please note that when a package has been marked as delivered by the courier but not received by the customer, our team normally  requests 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. This customer was refunded for their order on February 19th. As a refund has been issued, we consider this inquiry resolved.

• Initial Complaint

  Date:02/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I have tried to contact Colourpop via email twice regarding a shipment that says "delivered " on January 17th. I have still not received my package. I contacted the carrier and carrier advised to contact the company. I have sent 2 emails and other messages on social media but no response.

  

  Business Response

  Date: 02/12/2025

  The customer contacted us on January 22nd to indicate their order had been marked as delivered but not 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 February 12th, and asked the customer to confirm their shipping address for a replacement package.

• Initial Complaint

  Date:02/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with ColourPop on 1/11/25 and received my order on 1/23/25. My order was missing an eyeshadow palette, so I submitted an inquiry through their website on 1/23/25 explaining the issue. The automatic email I received back said "Please allow 3-5 business days for us to assist you with your inquiry." After not receiving a reply for several days, I submitted another inquiry on 1/31/25. It's now 2/6/25 (2 weeks/10 business days since submitting my initial inquiry), and customer service still hasn't contacted me about my missing item.

  

  Business Response

  Date: 02/12/2025

  The customer contacted us on January 23rd, January 31st, and February 10th to report a missing item. 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 February 12th, and a replacement order was issued at that time. As a replacement has been issued, we consider this inquiry resolved.

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 3 items (brush sets) from Colourpop on November 29th as Christmas presents. I found that I only received 1 brush set when I opened the box on Dec 23. I emailed Colourpop pictures of the box containing 1 brush set as well as the invoice on 12/26 or 27. I have received no response and have sent two follow up emails (12/29 and 1/5). I would like the brush sets or a refund.

  

  Business Response

  Date: 01/10/2025

  The customer contacted us on December 22nd to report missing items, followed up on December 29th and  January 5th, and submit a new inquiry on January 6th. 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 7th, and a replacement order was issued at that time. The replacement order shipped on January 10th with DHL eCommerce tracking ID 420759419261290260114112495412. As a replacement has been issued and shipped, we consider this inquiry resolved.

  Customer Answer

  Date: 01/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22775896, and find that this resolution is satisfactory to me.
  
  Regards,
  
  S******* *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order placed 12/16/2024 I ordered 6 of the new Liquid Hi Lites - 2 of each color the day the products were released on the website which constituted $60 of the $100 order. When I received the package there were NO liquid Hi lites in the package, instead there were 6 lipsticks 2 each of 3 colors which I did not order at all. I have sent them multiple emails and sent messages to their team through social media in order to get this issue resolved, but other than 1 email asking how they can help to which I received no further responses to I have not been successful in getting any kind of response much less a resolution.

  

  Business Response

  Date: 01/10/2025

  The customer initially contacted us on December 24th to report receipt of incorrect items and followed up several times via multiple inquiries. 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 was able to respond to the customer on January 4th, and a replacement order was issued on January 7th. The replacement order shipped on January 10th with DHL eCommerce tracking ID 420540209261290260114112485420. As a replacement has been issued and shipped, we consider this inquiry resolved.

  Customer Answer

  Date: 01/13/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22774319, and find that this resolution is satisfactory to me. In the future please respond in a more timely fashion to website inquiries especially regarding incorrect orders. 
  
  Regards,
  
  J******* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/31/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a package on November 25th only received conformation and items were not shipped (still have not received a tracking number). Sent in an inquiry about my package on the 23rd of December as there has been no movement or updates/tracking number and I still not received a response. I commented on the Instagram page twice in which they deleted my comment twice and messaged me through partnership rather than privately messaging me asking for my email but they turned off responses so I cannot respond. I commented she stating to respond to me privately rather than through partnership and they did not respond but responded to other comments talking about the product.

  

  Business Response

  Date: 01/02/2025

  The customer contacted us on December 23rd to inquire about their order status. 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 December 31st and provided them with their tracking information. The customer’s order was placed on November 25th, shipped on November 27th, and delivered on December 31st. Prepping orders usually takes about 2-4 business days before they ship out, business days don't include weekends or holidays. Processing times may be extended if the order was placed during a launch or promo. Once shipped, international orders typically take 10 - 21 business days to deliver when shipping outside the US. Delivery of this order was delayed due to a Canada Post strike. As the customer’s order has been delivered, we consider this inquiry resolved.
  

  Customer Answer

  Date: 01/02/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22748484, and find that this resolution is satisfactory to me.
  
  Regards,
  
  K******* ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 5 items from colourpop on November 29th in order to gift most as Christmas presents. Most of the order was correct, but a lip mask I ordered was supposed to be a You're the Catch Pokemon lip mask, but I instead received a Waffle Stranger Things lip mask. I contacted color pop on the date of delivery (December 12th) to let them know that one of the items of my order was wrong. I also submitted an official inquiry through their website on December 16th with pictures of the incorrect item and the order packing slip. It is now December 23rd and I have yet to receive any response from customer service. I understand that the holiday time is busy, but going almost 2 weeks with no indication that my complaint is being reviewed is unacceptable. I unfortunately am unlikely to receive the correct product in time to give as a Christmas present as I originally intended, but I'd still like it to be sent to me anyway.

  

  Business Response

  Date: 12/27/2024

  The customer contacted us on December 12th and again on December 16th to report receipt of a wrong item. 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 December 23rd and issued a replacement order for the correct item at that time. The replacement order shipped on December 26th with DHL eCommerce ID 42******************4*********. As a replacement has been shipped, we consider this inquiry resolved.
  

• Initial Complaint

  Date:12/23/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order on Dec 3rd Spent $140+ No tracking update since 15th No answer from customer service !

  

  Business Response

  Date: 12/26/2024

  The customer contacted us on December 18th and again on December 20th to indicate that their tracking had not updated in several days. 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 December 23rd and offered them the choice of either a replacement package or a refund for their order. The customer replied on December 24th to indicate they did not want their order anymore. Our team was able to reply on December 26th and refunded the order at that time. As a refund has been issued, we consider this inquiry resolved.

• Initial Complaint

  Date:12/23/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My god Placed my order December 11th hoping to get it by Christmas according to their “3-5 day”shippping. I am so upset with this company I have no words I contacted them 3 times no reply on December 16 until finally receiving notice my order was shipped. It is now December 23rd my order was expected on the 20th and NO WHERE MY ORDER HAS BEEB STUCK IN WHITTIER FOR THE PAST WEEK since apparently “DHL” has handed over my package to USPS but USPS is STILL saying waiting on HANDOFF. I am so upset as I placed this order before many other Xmas gifts ALL OF WHICH HAVE ARRIVED NOW. And oh my god the amount of emails I have sent this company since this purchase are ridiculous and not even ONE reply. I want my order.

  

  Business Response

  Date: 12/26/2024

  The customer contacted us on December 15th, twice on December 16th, and on December 22nd to inquire about their order status. 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 December 23rd and provided them with their tracking information. The customer’s order was placed on December 11th, shipped on December 16th, and delivered on December 24th. Prepping orders usually takes about 2-4 business days before they ship out, business days don't include weekends or holidays. Processing times may be extended if the order was placed during a launch or promo. Once shipped, orders typically take 5-7 business days to deliver when shipping within the US. As the customer’s order has been delivered within the indicated timeframe, we consider this inquiry resolved.