Pinay C.
Very disappointed with ColourPop
On 12/21/24 I placed an order for the Prettiest in the Cosmos bundle (2 eyeshadow palettes), Sailor Guardians Sailor Moon Full Collection, Culver City Liquid Blush, and 3 highlighters (Immediately Yes, Pink Pony, and Sugar Donut). In total I paid $155.84 for my order, an order which was marked delivered on 12/28/24 in California. Immediately after I opened the package I sent an email, including photographic evidence, to ColourPop notifying them that the box that was delivered to me was wrong. Presumably whoever affixed my address label put it on the wrong box as the packing slip inside had someone else’s name and an address in Indiana. The contents of the box I got was 2 palettes probably worth about $50 that I had no interest in or intention in purchasing. I requested for a quick resolution of getting what I ordered and paid for ASAP as part of the order was for a friend’s holiday present. I received an auto response from Colourpop stating that they “do our best to reply within 48 business hours” but advised to allow “3-5 business days for us to assist your inquiry”. I sent a follow up email on 1/2/25 with another photo and a plea to please send me the items I ordered and paid for ASAP, but received no response. I sent another follow up email on 1/6/25, still no response. On 1/11/25 I sent another follow up email, still no response. Even accounting for weekends, New Year’s Day, and only counting business days, this is way beyond the reasonable timeline for an actionable response from ColourPop. As a last resort, I submitted an inquiry to ColourPop’s website detailing all my previous attempts at trying to get the items I originally ordered and paid for and mentioned that while I easily could’ve contacted my bank/credit card company for a charge back, I did not because what I want is for the items I ordered since part of the box was intended for a friend’s present. As a makeup lover and collector, and someone who has set alarms to purchase items from the ColourPop website when they are first released (and would come back for subsequent release if items are sold out during the first release (e.g., the first Twilight collection) I have spent a lot of money purchasing ColourPop items over the years. I’m really disappointed in ColourPop’s complete lack of customer service and disregard for my satisfaction as a loyal customer. It wasn’t until after I made an inquiry on ColourPop’s website with the phrase “charge back” that a live person actually responded to my email citing longer than average wait times because of a big launch. It is now 1/23/25, well over A MONTH since I paid for the items I ordered and I still have not received my items. Against my better judgment, I’ve since placed two more orders on ColourPop’s website (because I AM that big of a makeup lover and supporter of the brand). The Twilight New Moon full collection that I ordered on 1/9 already arrived (delivered on 1/17). Meanwhile, this order from 12/21 still hasn’t arrived. Furthermore, the 6 ColourPop liquid blushes (Angel Face, Wildest Dreams, IKTR, THX, Super Shy, and She’s Cute) that I ordered from Ulta around the same time in December was shipped to me in a reasonable amount of time despite the holiday season and arrived without incident. I really wish the Culver City and Royal Flush blushes were sold at Ulta because then I would’ve already been wearing them. I’m so disappointed and hurt by ColourPop, not just for the missing items but for making me look like a bad friend. Your customer service is non-existent. Do better!