ComplaintsforColourPop Cosmetics, LLC

• Initial Complaint

  01/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order (19*****6) and one of the item I ordered was not correct. It was a lippie stix Stash cup. I immediately contacted the company and was told to send pictures. I complied. They did not have the item to resend me so they issued me a coupon code. I went to use it recently when I realized the same lippie stix cup was in stock but the code did not work. That’s when I realized it had an expiration date on it. Why a credit would have an expiration date is beyond me. It had only been 4 1/2 months since the credit was issued. On 12/20 I was told they could not reissue expired coupons. I wrote back to clarify that this was not a random discount code and was only given to me as a credit because they sent the wrong product. I asked if they could just send me the product or reinstate the credit. They have not responded despite many many attempts to email and contact them through social media. I was told on Twitter on 12/28 that someone would be contacting me “shortly”. To this date no one has contacted me. There is no phone number you can call. Furthermore, the item they did not send is in stock. All I want is the product I paid for or for the credit to be reinstated, preferably without an expiration. I don’t think this is too much to ask. But no one will respond. They took my $$ and I don’t have the product that was promised or any credit in its place.

  

  Business response

  01/14/2022

  The customer contacted us on August 10th to report that they received a wrong item in their order. Our team responded on August 10th requesting that the customer provide images of the wrong item received along with their packing slip. The customer provided the requested photos at that time. Our team responded on August 12th and provided a store credit coupon code for the item as it was unable to be replaced. The customer contacted us again on December 19th to indicate that their code had expired and to request replacement of their item. Our team responded on December 20th and informed the customer that an expiration date is indicated when a code is provided, as we are unable to extend the expiration date tied to a coupon code or reissue a code that has expired. This policy can be found in our FAQ and via the following link: https://support.colourpop.com/hc/en-us/articles/36*********2-Do-discount-codes-expire-. Please note that the customer’s code expired on November 11th. The customer then reached out via social media platforms. Please note, our customer service team does not provide assistance via social media. Our customer service team reached out to the customer on behalf of our social media team on December 30th and January 11th. The customer has not yet responded to either of those communications. The customer followed up on their second inquiry on January 2nd and January 11th while also continuing to reach out to our social media team. As the item is currently available for replacement, and in an effort to provide a resolution without further delay, our team went ahead and issued a replacement on January 13th. Please note that our policy does not allow for returns, refunds, or exchanges. This policy can be found in our FAQ and via the following link: https://support.colourpop.com/hc/en-us/articles/*********831-Return-Policy. The replacement shipped on January 13th with DHL eCommerce tracking number 42******************8*********. As a replacement has been issued, we consider this inquiry resolved.

  Customer response

  01/16/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 16444547, and find that this resolution is satisfactory to me.  While they are finally rectifying the situation by sending me the product they never sent me to begin with, it is unacceptable that they can issue a credit for a product never sent with an expiration date of less than 3 months. Furthermore, the timeline provided in their response is unequivocally incorrect. I emailed them on several dates between December until today with no response. The only way I got a response was because I had to reach out multiple times through Twitter letting them know that no one had followed up on my concerns. I think that the only reason they responded was because I filed a BBB complaint, in fact. I work in corporate retail and have been a manager in customer care before. I have over 20 years of experience in customer service/ECommerce. Policies are in place to legitimize a company and ensure that those looking to take advantage do not abuse the system. However, a good customer service representative recognizes the difference between what is right for the company and in line with policies vs what is right for the customer. That is NOT was ha happened here. The case in point is that the company shipped the wrong product. Their credits do not give customers enough time to use them before expiring. They had the product to ship and could have shipped it but did not. They could have reinstated the credit but did not. Clearly I was not trying to take advantage of an expired discount. I just wanted what I had paid for but what they never shipped. As a customer, this is not a high expectation. In fact, it’s the bare minimum. The second expectation is that the company responds to emails or provides some other method of communication. They did not reply to multiple emails sent since their initial response in December. It took messaging them through Twitter and a BBB complaint for them to respond. If you look at the other BBB complaints, this is a theme. There are many customers who feel they do not respond. This needs to change.
  
  Regards,
  
  K****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Today, 1/6/22, Colourpop added new shadows and it released at 1 pm EST I placed an order and even though it is advertised on the page BUY 3 GET 1 FREE. I bought 6 and got nothing free and when i complained via email was told theres nothing they can do to rectify the situation. This is clearly FALSE ADVERTISING!

  

  Business response

  01/07/2022

  The customer contacted us on January 6th to indicate that a promotional offer had not been applied to their order. Our team responded on January 6th to notify the customer that we could not add or remove items from an order once placed and offered to cancel the order upon confirmation from the customer. Our team followed up on January 7th to notify the customer that our team caught the error and issued a refund for the overpayment. As a refund has been provided, we consider this inquiry resolved.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/20/2021 I ordered the Colour Me Pretty Collection, cost $77 as a Christmas present for my daughter. I don't have the date I received the order but imagine it was within a week or so of my order being placed. Because it was a Christmas gift my daughter didn't open the package until Christmas, a few weeks after I received the order. Upon opening my daughter noticed the content was dried up and unusable. I have reached out to their customer service asking for a credit or refund because the product is not usable. I am being told that all issues must be shared with the business within 2 weeks of receipt. As I shared, this was a Christmas present so of course the item was not opened until Christmas. I didn't order this 6 months or a year ago, it was less than a month from the time I received the item to the time my daughter opened it. I expect Colourpop to stand behind their product, it obviously didn't dry out in the extra 2 weeks it took to notice the issue. The product was unusable before they shipped it.

  

  Business response

  01/07/2022

  The customer contacted us on December 31st to report an issue with a product in their order. The customer did not provide any photos showing the issue. Our team responded on January 3rd and notified the customer that our policy requires order issues to be reported within two weeks of the last tracking update. The customer replied to request an exception to the policy. Our team responded and restated that our policy does require order issues to be reported within two weeks of the last tracking update. This policy can be found in our FAQ and via the following link: https://support.colourpop.com/hc/en-us/articles/*********792-I-received-broken-item-s-in-my-order-. By placing an order with Colourpop Cosmetics, the customer has agreed to this policy and our complete Terms of Use. As tracking indicates delivery of the order on November 30th, the product is no longer eligible for a replacement. As the replacement timeframe has passed, we consider this inquiry resolved.

  Customer response

  01/07/2022

  
  
  I am rejecting this response because: I will be sure to use social media to share my experience and let everyone I can know not to buy your products as gifts because you have no leniency in a policy around the holidays to allow an extra week or two for a recipient to open their gift before they realize you shipped an unusable product. Congratulations on losing what was once a loyal customer.
  
  Regards,
  
  D*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  01/11/2022

  As previously stated, our policy does require order issues to be reported within two weeks of the last tracking update. This policy can be found in our FAQ and via the following link: https://support.colourpop.com/hc/en-us/articles/*********792-I-received-broken-item-s-in-my-order-. In addition, our policy requires photos demonstrating the issue with the order. This policy can be found in our FAQ and via the following link: https://support.colourpop.com/hc/en-us/articles/*********792-I-received-broken-item-s-in-my-order-. By placing an order with Colourpop Cosmetics, the customer has agreed to these policies and our complete Terms of Use. As the customer has not provided any photos and the replacement timeframe has passed, we consider this inquiry resolved.

  Customer response

  01/11/2022

  
  
  I am rejecting this response because:

  As I previously shared, I will be sure to share on social media that your company should not be on anyone's Christmas list unless the recipient wants their gift opened and used to make sure it usable, especially for $77. I for one would prefer my gifts are not given to me in used condition. There are plenty of other cosmetic companies with more understanding around the holidays and during a pandemic when everyone was encouraged to shop early due to shipping delays. 
  
  Regards,
  
  D*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  12/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Colourpop sent my package over 12 days ago. DHL the company used to ship has had the package for over 10 days, they said they tendered the package to USPS. USPS does not have the package and DHL does not have the package. I have yet to receive this package. Colourpop customer service will not send me a new package or refund. I would prefer to have the package as there is gifts that I ordered in there. They keep telling me to wait longer. It’s been almost a month and I can’t wait for something that is not coming.

  

  Business response

  01/03/2022

  The customer contacted us on December 20th to inquire about the status of their order. Our team responded on December 20th to indicate that the order had shipped and provided tracking at that time. The order shipped on December 20th with DHL eCommerce tracking number 42******************7976406299. The customer followed up on December 27th to indicate they believed their package to be lost. Our team responded on December 27th with the tracking link and indicated the order should be arriving soon. The customer followed up twice on December 28th and once on December 29th to indicate that tracking had not yet updated and USPS was unable to locate the package. Our team responded at those times to indicate that their package appeared to have been delayed and missing a scan, and to allow a week for the delivery date to update in their tracking. Tracking currently indicates that the package was delivered on December 31st. As the customer’s order has been delivered, we consider this inquiry resolved.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been messaging and Emailing Colourpop for a month. About problems with Orders. No Response There Phones are Not working at There Coorporate Office. All of there phones are Disconnected. I have 3 Disputes with my Credit card. On November 9th. Order#2******* Peach eyeshadow compac broken. $11.00 Order#2*****93 on 11-23 Lilac eye set Lavender Eyeliner was broken into pieces as I opened the top the liner came put in pieces Order#2*****58 had 3 items missing $4.20 angled eye shadow brush. $4.90 Best Intentions Lippie Stix and $4.20 pressed colour Where Not in the Box. I called my Credit card IMMEDIATELY and REPORTED the Theft I believe that was done Intentionally. As by this time I had Already tried to contact Colourpop over 30 times. 

  

  Business response

  01/04/2022

  Please note that our CS team is available via email only Monday through Friday. The customer has not contacted us regarding their order 2******8. A chargeback was opened by the customer for this order. Due to this occurrence, we are unable to issue a replacement order and will continue to work directly with the customer’s bank regarding this transaction while the chargeback is active. The customer contacted us on November 25th to report a damaged item in their order 2*******. Our team responded to the customer on November 26th and requested that the customer provide an image of the damaged item. The customer followed up several times on November 29th but did not provide the requested image. The customer contacted us on November 28th regarding their order 20*****3. Our team responded to the customer on November 30th and requested that the customer provide an image of any damaged items. Unfortunately, our policy requires photos demonstrating the issue with the order. This policy can be found in our FAQ and via the following link: https://support.colourpop.com/hc/en-us/articles/*********511--I-am-missing-item-s-in-my-order-. However, in an effort to provide a resolution without further delay, our team went ahead and issued a replacement for each indicated damaged item from these two orders on January 3rd. Please note that our policy does not allow for returns, refunds, or exchanges. This policy can be found in our FAQ and via the following link: https://support.colourpop.com/hc/en-us/articles/*********831-Return-Policy. The replacement orders are currently processing and the customer will receive tracking as soon as each order ships. As replacements have been issued, we consider this inquiry resolved.

  Customer response

  01/05/2022

  
  
  I am rejecting this response because:

  Colourpop is not sending my package. I just checked the tracking number and it is not a valid tracking number.

  Again Colourpop is not sending the orders as promised.

  This case is not over.

  
  
  Regards,
  
  B****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  01/07/2022

  Two replacement packages were issued on January 3rd. One replacement package shipped on January 5th with DHL eCommerce tracking number 42*********48*********60541168. The other replacement package shipped on January6th with DHL eCommerce tracking number 42*********48*********69613125. Please note that it may take 24-48 hours for tracking to update once a package has been shipped. Tracking currently indicates that both packages are in transit. As replacements have been issued and shipped, we consider this inquiry resolved.

  Customer response

  01/13/2022

  
  
  I am rejecting this response because:

  The customer stated over the phone that she received some of the orders except 3, they are:

  Pressed Colorstix, Best Intentions Lippy Stix and Angle Eyebrush (make-up brush)

  from order number 2******8
  
  Regards,
  
  B****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  01/14/2022

  As previously stated, a chargeback was opened by the customer for order 2******8. Due to this occurrence, we are unable to issue a replacement order and will continue to work directly with the customer’s bank regarding this transaction while the chargeback is active.

  Customer response

  02/07/2022

  
  
  I am rejecting this response because:

  The customer stated over the phone that she Has not received these three items that was ordered, they are:

  Pressed Colorstix, Best Intentions Lippy Stix and Angle Eyebrush (make-up brush)

  from order number 2******8

  
  
  Regards,
  
  B****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  12/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Place an order on Colourpop on 7/11 ! I received a confirmation that my order was shipped on 10/11+ link for tracking. Since 19/11 no move on the tracking: it shows that my parcel is cleared but nothing more! On the 24/11 I received emails asking reviews about the products I didn’t get. I wrote back to inform them and the customer service asked me to wait! But time was passing and I was getting anxious because the tracking kept showing no move since 19/11. After several exchanges (mails, request for tracking updates on DHL website with no success) I finally succeeded to reach DHL by phone but the outcome was even more worrying because they were unable to give me more information. They first told me that my delivery will be made in 2 to 3 days and when I got back to them, the line was either not good or they had to get instructions from their client , Colourpop! Today, I’ve informed Colourpop but they keep telling me to contact my local post/customs office. They are not willing to contact the carrier to manage the situation! I’m running in circle with no solution to my issue and apparently Colourpop is used to playing that game in order to scam their customer : they use an unreliable carrier who usually steals, looses orders and as per their policy, despite the damages caused to their clients, they refuse to do what it takes to sort thing out! I’m tired of this game and I either want them to take responsibility and do their job as a service company or refund my money back because I don’t have to pay for their lack of professionalism and huge negligence !

  

  Business response

  12/10/2021

  The customer contacted us on November 24th  to report that their order, which was shipped on November 9th, had not yet arrived. Our team responded to the customer on November 24th with their tracking link and advised the customer that international shipment may take between 10 and 21 business days to arrive, not including weekends and holidays. As the customer’s order was shipped November 9th, the 21st business day for delivery would be December 9th. Information on our shipping times can be found in our FAQ and via the following link: https://support.colourpop.com/hc/en-us/articles/*********631-My-order-shipped-when-will-it-get-to-my-house-. At the time of the customer’s initial inquiry, the order was within transit times and did not appear to have any delivery issue. The customer reached out again on November 24th, November 29th, November 30th, December 7th, and December 8th to report that the order had not yet been received. Our team advised the customer to allow 21 business days to pass for their tracking to update and to communicate with their local post office for additional tracking information in the meantime. Our team reached out on December 9th and advised the customer that we would provide a replacement for the order and requested confirmation of their shipping address. The customer confirmed their shipping address, and a replacement was issued that day. Please note that our policy does not allow for returns, refunds, or exchanges. This policy can be found in our FAQ and via the following link: https://support.colourpop.com/hc/en-us/articles/*********831-Return-Policy. The replacement shipped on December 10th with DHL eCommerce tracking number 2*********0017AG4TTIUMEB7. As a replacement has been issued, we consider this inquiry resolved. 

  Customer response

  12/15/2021

  
  
  I am rejecting this response because:

  I reject this offer since the failure does not come from me: I respected our commercial agreement by paying for my order and Colourpop has to respect theirs by making sure by all means that my order reaches me in good conditions !

  the carrier they used for this shipment is as unreliable as they are unprofessional : colourpop sent the replacement with the same carrier ! If the situation ends up the Same, they are expecting me to just be content with the fact that I‘be trust a company which is incapable of fulfilling the service their clients are paying for????

  this is so unfair and still sounds like this is not a solution ! The complaint will be solves’ de when Colourpop will fulfill our commercial agreement !

  
  
  Regards,
  
  E***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  12/20/2021

  A replacement package was issued on December 9th and shipped on December 10th with DHL eCommerce tracking number 2*********0017AG4TTIUMEB7. The customer followed up on December 12th to express dissatisfaction with the carrier being used to ship their package. Our team replied on December 14th to indicate that the package is being shipped via DHL and will be transferred to the customer’s local post (LaPoste) for final delivery. Please note that international shipments may take up to 21 business days to arrive not including weekends and holidays. As a replacement has been issued and shipped, we consider this inquiry resolved.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my 11th time trying to place an order on colourpop website. Each time I place an order, they tell me the order has been canceled in a few seconds. They tell me to retry but it doesn't work. I don’t know why it is so hard to place an order. I check all the info and 100% sure they are correct and match my card info. I am not reselling things. I just wanna buy myself some thanksgivings gifts. Now I have nearly $500 stuck in the purchase process and it is a huge amount of money for a student. I want that colourpop to give me an exact explanation of this and refund me immediately.

  

  Business response

  11/30/2021

  The customer contacted us on November 25th and 26th to report that their orders were being automatically cancelled by our system. Our team responded to the customer on November 26th and notified them that our system was unable to process the payment for their orders and that any pending charges for the voided orders would remove from their account. 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

  11/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered online and did not get any of my items. I have tried emailing 3x, I have messaged on FB, no response. My order was for a birthday gift, on top of it, many were clearance items and not replaceable. COLOURPOP has done nothing to remove the issue. I want to be refunded in full, and I think some sort of additional discount on a future order due to the loss of items. The tracking goes nowhere, which leads me to believe you never filled the order, just took my money. Order 19****76 M**** ********* 61******17 **********@gmail.com

  

  Business response

  11/22/2021

  Please note, our customer service team does not provide assistance via social media. Please also 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. The customer contacted us on October 7th to report that their order had not been received. Our team responded to the customer on October 12th to ask them to verify their order details. The customer did not follow up with the requested details. The customer contacted us via a separate inquiry on November 18th to again report that their order had not been received. In an effort to provide a resolution without further delay, our team replied at that time and offered either a one time courtesy replacement or refund for the order. The customer followed up on November 22nd and opted to receive a refund. The order has been refunded in full as of November 22nd. 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. ↩