ComplaintsforColourPop Cosmetics, LLC

• 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.
  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered eye shadows, mascara (2) pack, mascara (1), (3) eyeliners to match mascara. What I got was lip liners and eye shadow. Only one correct item.

  

  Business response

  12/12/2023

  The customer contacted us on December 6th and again on December 7th to report receipt of incorrect items in 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 responded to the customer on December 8th and issued a replacement of the missing items. The replacement order shipped on December 11th with DHL eCommerce tracking ID 42*********48*********39244516. As a replacement has been issued, we consider this inquiry resolved.
  

• Initial Complaint

  11/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have attempted to place an order for my daughter for Christmas gifts and it was confirmed, then canceled by ColourPop Cosmetics, LLC. This happened 7 times --the order goes through, shows up on my credit card and then is cancelled within minutes. I have tried reaching out to see what happened and I only get an email saying my account has been flagged for fraud. I don't understand as all my credit cards are in good standing and I had been happy with the order I received in February.

  

  Business response

  11/30/2023

  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

  11/30/2023

  
  
  Complaint: 20933892
  
  I am rejecting this response because: I feel that if they have information that something fraudulent is happening with my account, I should know about it.  I know I have done nothing fraudulent.  It is strange that all of my credit cards are "flagged" by this company and that there are several others who have the same complaint.  I have contacted the credit card companies I have tried to use and they have no record or flags on my account but they see that I have made purchases at ColourPop and that ColourPop has cancelled them.  They do not have a reason why.  I would like to know why the mystery as I am only trying to purchase Christmas gifts.  The company should let me know what it is that they are "seeing" that is fraudulent so that I could take appropriate action to protect my credit.  On the other hand, maybe it is this company that is fraudulent.
  
  Regards,
  
  L**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  12/01/2023

  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.

• Initial Complaint

  11/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Nov 23 2023 I have tried buying items on colourpop 3 times and all of that has been cancelled. the costumer service is taking their time at replying. i have bought items from this store before and i didn't have any problem before. this is sad because I'm an international buyer. I have never claim chargeback, fraud, or anything sketchy like that before. I bought a lot because I'm an international buyer which make it more convenient if i bought a lot at once.

  

  Business response

  11/27/2023

  The customer contacted us twice on November 23rd and again on November 24th to inquire about orders that were placed and then automatically canceled by our system. 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 November 24th and indicated that their card may have been declined due to an address mismatch. We advised the customer to ensure that the billing address entered at checkout is the address associated with their card. We also suggested that they try a different payment method, or attempt their purchase from a different device. Any pending charges associated with the failed transaction(s) are only temporary, and should drop from the customer’s account within 12 business days if not sooner. 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

  11/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Colourpop cancelled my order four times. Initially my bank flagged the transaction, which I approved and retried. The order went through all of four times and was immediately cancelled. I adjusted my billing address, I even used my boyfriends email but they all got cancelled. I looked it up and it seems this is not uncommon for it to be flagged and cancelled. Some others said they were able to get their orders reinstated after the BBB reached out. My first order # is 22678291

  

  Business response

  11/07/2023

  Our team has not yet received any communications from the customer. Their orders were flagged as high risk by our system, resulting in the orders being voided. We are unable to disclose any details as to why their orders were flagged as high risk. 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

  09/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 10 different products from Colourpop from their website and it was supposed to be delivered in the 5 working days. They were gifts for me to take and as they didn't get delivered on time, I couldn't give them away. I emailed them asking them to refund and they denied. I dont need this products and I will not be using them.

  

  Business response

  09/13/2023

  The customer reached out on August 16th to indicate they wished to cancel their order as it had not yet been received. Our team responded and indicated 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. The order was placed on August 10, 2023, shipped on August 11, 2023 with DHL eCommerce tracking ID 42*********48*********42984588, and was marked as delivered on August 18, 2023. As the customer’s order has been delivered, we consider this inquiry resolved.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered items for a bachelorette party from Colourpop's website. The order was shipped on 7/12, and the website says 3-5 business days for shipping. I didnt receive the order until 7/22, which was past the delivery window and the date that I needed it so I emailed them telling them i would like to return the products. They informed me that they "dont take returns", and this is stated in their "FAQs". The problem is that it is not stated anywhere on the product page or checkout page, so the average person placing an order isnt aware that the company "doesn't do returns". I've asked them to make an exception since the order did not come in time based off of the information they provided on their website but they arent willing to accept my return. Additionally, they offer a 15% off code if you sign up for email. I entered my email and never received a 15% coupon code.

  

  Business response

  08/07/2023

  The customer reached out on July 28th to indicate they wished to return their order. The customer also indicated they had not received a 15%-off  welcome code upon subscribing to our newsletter as a new customer.  Our team responded 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. Our team also issued a partial refund (15%) to the customer’s order as a one-time courtesy, since the customer indicated they had not received the welcome code to apply to their order. As the customer’s full order was delivered, and a partial courtesy refund has been issued, we consider this inquiry resolved.

  Customer response

  08/08/2023

  
  
  Complaint: 20422015
  
  I am rejecting this response because: the order was not delivered in time based off of the shipping estimates, also provided in their FAQs. The order was delivered 3 business days late, and the products were not able to be used because of this. My complaint is the fact that the return policy is not clearly stated on the website other than in the FAQs, which are not always checked by consumers before placing an order. My question is: why hide pertinent information regarding the purchase of your products in a section of the website that not every consumer visits? Why not just clearly state this information on the product page or checkout page? Are you perhaps worried that you would not receive many orders because of your shipping policy?? Food for thought. 
  
  Regards,
  
  M******* *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  08/10/2023

  Please note 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. Our team did issue a partial refund (15%) to the customer’s order as a one-time courtesy, since the customer indicated they had not received the welcome code to apply to their order. As the customer’s full order was delivered, and a partial courtesy refund has been issued, we consider this inquiry resolved.

  Customer response

  08/10/2023

  
  
  Complaint: 20422015
  
  I am rejecting this response because: I understand you don’t do returns, but your website does not sufficiently make your return policy clear anywhere other than the FAQs. Additionally, my order was 3+ business days late, based off the shipping estimated provided on your website. Also per your website, it says I can reach out to customer service for assistance if my order exceeds to typical shipping times. That was done and no assistance has been provided. 
  

  I don’t not consider this complaint to be resolved. 
  
  Regards,
  
  M******* *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  08/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  First, this is not my first order from Colourpop. I have made multiple orders in the past. I made an order on July 29, but my order got cancelled. It was probably because I used my credit card that had a Philippine address. So I used my US credit card. I tried ordering 6 more times, but my order still got canceled. I tried using a different email address, my order still got canceled. Customer service has NOT been helpful.

  

  Business response

  08/02/2023

  Our team notified the customer via email that their order was flagged as high risk by our system, resulting in the order being voided. Our team also notified the customer that we are unable to disclose any details as to why their order was 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.

*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. ↩