ComplaintsforColourPop Cosmetics, LLC

• Initial Complaint

  09/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had ordered a pressed powder from color pop on August 24. It shipped about 2 days afterwards. And supposedly got “delivered” on August 31st. But there was no package whatsoever. I’ve emailed colourpop 3 times already and I have gotten no answer to this issue. All I ask is that I either get a refund or my package actually delivered to me(pretty much a replacement)I had paid about $22 on it.

  

  Business response

  09/12/2024

  The customer reached out twice on September 3rd, as well as twice on September 6th to report that their order had been marked as delivered on August 31st 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 September 6th 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 followed up via three new inquiries on September 9th and September 10th to indicate their order had still not been received. Our team responded to the customer on September 11th and asked them to confirm their shipping address for a replacement package. The customer replied on September 11th and a replacement order was issued on September 12th. As a replacement has been issued, we consider this inquiry resolved.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order on 8/22/2024. Order # 23438281. DHL Tracking # 42******************4********* then transferred to USPS, Tracking # 9******************406. I have not received my package. I have submitted several requests via their website with no response. I either want the product or I want a full refund. They do not have customer service # to call, you can only submit a request

  

  Business response

  09/09/2024

  The customer reached out on September 2nd and 3rd (and followed up on September 4th) to report that their order had not yet been 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 September 5th and offered the customer either a refund or replacement for their order at that time. The customer opted to receive a refund, and their order was refunded in full on September 6th. As a refund has been issued, we consider this inquiry resolved.

  Customer response

  09/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22243716, and find that this resolution is satisfactory to me.
  
  Regards,
  
  P**** ************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my order on July 28th and am missing one item which happens to be the most expensive item from the list. I reached out to colourpop as ticket submission on their website as soon as I received my package and have not received a reply. Since then, I have: 1. Sent an email on August 19 2. Sent a follow up email on August 26th 3. 3rd follow up on August 29th I’ve also reached out to colourpop via Facebook, instagram and TikTok live (on August 31st) and was ignored on the live after mentioning that I did not receive my items. After some persistence, someone on the live mentioned that “colourpop would reach out to me” and no one has thus far. Today is August 31st and I still have not received my item or even an acknowledgment on any of the messages I have sent. I’m extremely disappointed as I paid conversion fees for these items since I’m a Canadian resident. Really hoping I will receive a solution to this concern.

  

  Business response

  09/03/2024

  The customer reached out on August 16th and August 19th to indicate that they were missing an item 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. Our team was able to respond to the customer on August 21st, and a replacement order was issued at that time. The customer followed up on August 26th to indicate that they had not received an update. Our team responded at that time with the tracking number for the customer’s replacement package. The customer then followed up on August 29th. Our team responded at that time to once again indicate that a replacement order had been issued and was currently in transit, with expected delivery by September 4th. From the customer’s communications, they do not appear to have received any of our replies. The customer may want to whitelist the colourpop.com domain with their email provider in order to ensure receipt of emails sent by our Customer Service team. The replacement order shipped on August 23rd with DHL eCommerce ID 2*********432MOFHE and was marked as delivered by the courier on August 31st. As a replacement order was issued and has been delivered, we consider this inquiry resolved.
  

• 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.

*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. ↩