ColourPop Cosmetics, LLC

Good Evening, After our initial conversation with the customer, a coupon code was issued in place of a refund as we do not currently have a refund policyWe understand her frustration and do apologize for any inconvenience this issue may have caused, however, we have this policy is in place to be fair to all of our other customersThank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11928080, and find that this resolution is satisfactory to me Regards, [redacted] ***

Customer was recently responded to, we will expedite her orderIt will be shipping tomorrow, once it has shipped an email with tracking will be sent

RevDex.com: I have reviewed the response made by the business in reference to... complaint ID 11398183, and find that this resolution is satisfactory to me. Regards, X [redacted] ***

Good Afternoon, We have notified the customer via email that a replacement order has been generated as it appears there was an issue with the original order.The customer was notified that her replacement order would ship in 3-business days, her replacement order has been processing for business day and should be shipping very soon

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11599748, and find that this resolution is satisfactory to meI have responded to the customer service supervisor at Colourpop and accepted her offer to send me a replacement packageI also provided an alternate address where she can send the replacementI wish for this to be followed through promptly and communication on the business' behalf to remain active until the intended resolution is achieved Regards, [redacted]

Good Morning, We understand your concerns and sincerely apologize for the inconvenienceHowever, we cannot issue a return/refund/exchange for customers who have experienced an allergic reactionAs previously stated, our return/refund/exchange policy is listed on our FAQ which is available to our customers 24/for their convenience while shopping with usAgain, we sincerely apologize for the inconvenience

Hello,The customer contacted us on May 26th to inquire about the delivery status of two of her orders and 10363524, which shipped on May 16th and 24th respectivelyThe customer was advised to contact USPS and her local postal service for more information, and to wait the full transit time for international delivery which is business days not including weekends or holidaysInformation on our typical delivery times can be found on our FAQ and via the following link:https://support.colourpop.com/hc/en-us/articles/ [redacted] 631-My-order-shipped-when-will-it-get-to-my-house- At the time of customer’s inquiry, both orders were still within our typical delivery times for international shipmentsAs of June 14th, order was considered lost in transit and a courtesy refund for this order was issued on June 23rd, The refund should post to the customer’s account within business daysThe remaining order referenced in the complaint, 10363524, ? is considered lost in transit as of June 22ndA replacement or refund for this order has been offered to the customerWe will assist the customer with their preferred option once we receive a response

Hello,The customer first contacted us by email on September 15, to inform us that they had multiple items missing from their order? The customer provided a photo of their packing slip along with items that they did receive in their orderSince it was a majority of the order that was claimed to be missing, we reviewed the order details and confirmed these details with our shipping managerThe package’s weight was oz which correlates with the weight for the number of items that were in this shipmentWe informed the customer that we could not issue a replacement for the items as the weight of the package indicated that all items would have been included in the packageThank you

Complaint: I am rejecting this response because: Patience had nothing bro do with my issueIs the customer support that had to do with my situationHowever, your response did not really explain my issue with the businessI understand packages do get lostBut...me contacting USPS was not very helpfulI figured I would possibly be able to get in touch faster as my initial thought was maybe you would have been able to get more information or have a contact to get thatBut the response I always received were very genericYes, I understand We utilized the same website to get that informationI must have spoke with different people and called different numbersAll needed was more info and making sure that package was going to arrive to my destinationI can certainly wait However, If item does not arrive by next week I will like to get a refund or resend the itemsThat's allAppreciate your attention to this matter Regards, E [redacted]

Hello,The customer contacted us on November 17th to inform us that she did not receive an item in order as well as two items that were incorrect or damagedAs her order was delivered on October 30th, her request was outside of our two week policy, which states that all issues with an order must be reported within two weeks of deliveryThe customer’s inquiry was escalated for review on December 13thAs we aim to assist each customer as best as possible, we issued a replacement for each of the items in questionThe replacement Rwas issued on December 15th, and has now shippedIt is currently in transit to the destination.Order Rtracking number: 94 [redacted]

An agreement was reached to refund the extra freight plus and an additional amount for good will. Sincerely, [redacted] / Colourpop Accounting

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11436324, and find that this resolution is satisfactory to me, even if they should have said the excessive time frame of over business days since the first moment when they started the promotion on May,1, as quite frankly I wouldn't have placed any order that day, even if discounted.Next time, they have to organize themselves better and before committing to such a worldwide enterprise, they should hire more personnel in order to keep orders shipped within 3/business days as it was originally statedI'm expecting also other orders placed on May and May 7, and I really hope they don't delay too much as they did with this previous order Regards, R [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12462507, and find that this resolution is NOT satisfactory to meHowever, I do not wish to continue this case any further to save my sanityThere was no way for me to reject the package since I was not home when the package was delivered Regards, R [redacted]

Good afternoon, We do our best to assist each customer as best as possible with their order inquiriesThe customer reached out to our team on 1/regarding the location of her order 9166789, which was shipped on 12/30/We informed the customer that her package was currently in transit to her, and that typical transit times are 3-business days, as is stated on the shipment confirmation email and our FAQ https://support.colourpop.com/hc/en-us/articles/115000294631-My-order-shipped-wh...⇄ The customer's shipping address was located in New Jersey, which has experienced shipping and delivery delays due to Winter Storm GraysonAs per a USPS Industry Alert on 1/5, there was notification of the possibility of late and non-deliveries in the areas of Connecticut, Massachusetts, New York, and New JerseyThe full alert sent out by USPS has been attached to this response for your convenienceThe customer opened a dispute with PayPal on 1/stating that the package was not receivedAt this time order was still within transit times as per our FAQ page, with 1/5/being the 5th business dayAs the customer's order was still in transit on Monday, 1/8/18, we issued a full refund to the customer as a customer service courtesy, as our return policy typically does not allow returns, refunds, or exchangesThis information is also located on our FAQ https://support.colourpop.com/hc/en-us/articles/115000433831-Return-Policy We have followed up with the order's tracking and can confirm that the customer's package was delayed due to Winter Storm Grayson, as the package was delivered on the 8th business day, 1/10/As this is the case, the customer has received both her package and a refund for the order at this timeThe customer's inquiry is considered resolved

Hello,The customer contacted us on February 9th to inform us that she had not yet received her order 9494246, which had shipped on February 5thThe customer was informed that there may be transit delays, and to allow a full business days for deliveryAs of February 14th, USPS tracking indicated that the package was successfully delivered.USPS tracking: [redacted] [redacted] As the tracking reflects that order has been delivered, this inquiry is considered resolved

Complaint: I am rejecting this response because: I asked for a refund in the shipping costsThe customer service I experienced was beyond unacceptableThat's least they can do besides reshipping the package which is a total given, it is not a courtesyIn my request, I asked that as part of this resolution that my shipping costs be refunded to me Regards, K [redacted]

Hello,The customer contacted us on March 2nd to inform us that she had not received her package for order USPS tracking information indicated that her package was successfully delivered on February 23, USPS tracking number: [redacted] [redacted] According to our records, the shipping address for this order is a mail forwarding serviceAs per our FAQ, packages sent to mail forwarding services are not eligible for replacements of any kindThis information can be found on our FAQ page via the following article: https://support.colourpop.com/hc/en-us/articles/ [redacted] 271-Can-I-Use-A-Mail-Forwarding-Service-To-Ship-My-Babidirected the customer to their mail forwarding service for more information on the location of their package.On 3/6/2018, the customer opened a dispute with PayPal for the orderAs of 3/8/2018, PayPal determined that the package was successfully delivered to the customer and closed the disputeAs both tracking and PayPal have supported that the customer’s package was successfully delivered, this inquiry is considered resolved

Hello,The customer contacted our team on February 1, to inform us that she was concerned with the formula of a product in her orderBased on the photos provided, the customer was informed that the formula of the product received was consistent with the formula of the particular product line As per the product description page on our site, our Ultra Blotted is: “A medium coverage matte lipstick that creates a soft, diffused look.” The product description page is linked here for your convenience: https://colourpop.com/products/zuma? We informed the customer that any replacement of the item would have the same formulaAs the customer was unhappy with the formula, we also provided her with information regarding our return policy which can be found via the following link: https://support.colourpop.com/hc/en-us/articles/115000433831-Return-PolicyAs we strive to assist each customer as best as possible within policy, we issued a $coupon code to the customer which can be used on a future purchase

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11760632, and find that this resolution is satisfactory to me Regards, J [redacted]