I have ordered from ColourPop on 3 separate occasions. The first 2 times I received my order in the expected amount of time. For those 2 orders, I would give them a 5-star. My experience with my 3rd order has been so annoying that it has brought them down to 2 stars. I value companies that handle customer issues/complaints in a reasonable manner. ColourPop's refund/return non-policy has shown that me they are not that. Because of this I would not consider buying from them unless it is in a physical store where I can have the product in hand.
ColourPop has a policy where "due to the low cost nature of our products we have a no return, refund, or exchange policy." This is applicable even if you NEVER received your purchases.
For my most recent order, I saw that my package was last scanned 2 towns over (15 min drive) but for 3 days it was being updated with the same message as being on its way to my location. I reached out to ColourPop about that and they told me that since it was updated the day before, there wasn't anything they can do and to be just patient. They also suggested that I should reach out to USPS myself if I wanted to track my package.
I waited a few more days and reached out to ColourPop again. They told me they looked into it and were having similar issues with orders that were shipped on that date and to be patient. I asked how much longer should I expect to wait and they told me that if I saw no updates by the 14th (today), that I should reach out to them and they will look into it.
Today comes and still no package nor updates from USPS. I reach out to ColourPop AGAIN and they told that I should call USPS or visit the local office to file a missing package claim. I told them that I would rather just get a refund because frankly, I don't have the time to chase down a package and I think the company should take a more pro-active stance on locating the package. That is when they notified me of their non-policy policy and that the only way they will ship a replacement package is if I file a claim with USPS. I go to file a claim and USPS tells me that my package was not eligible to file a claim. **sigh... face palm**
I contact ColourPop again and they told me that as a "one-time" courtesy, they will ship me a replacement package.
Here are where my issues lie:
(1) If a consumer has missing package, the company should be more involved in the process of locating the package. Telling me to go to my local post office on a wild goose chase is not helpful. You have an invested interest in me getting my package. If I have to go spend 30/45/60 minutes in the post office or on the phone with them just to locate a package, I might as well go to a store and buy the make up because that would take less time.
(2) If my package is lost, it should NOT be a one-time courtesy to send me a replacement. That should be the standard procedure. I can understand if I got my package and wanted to return it but that is not the case. I should not have to run around to get you to acknowledge that my package is lost. Also, if at any point my package gets lost in the mail, it's ColourPop's duty to send me a replacement or provide refund (of which they don't). That one-time courtesy bit is nonsense. So that means that if I ordered from them again and my package gets lost, that I pretty much out of luck. That policy is so incredibly questionable!
This whole experience has put a damper on my impression of this company. If I do not get my replacement package in a timely manner, I do intend on disputing this charge directly with my credit card company.
I ordered 5 highlighter from colourpop and with the first package, it wasnt even mine, i was sent someone elses package. I emailed them and they got back to me quickly apologizing and sending me out my actual package. When i received MY package, 4 out of 5 of the highligthers were damaged, like, beyond what "rough shipping" could do. They were insanely cracked and shrunken and dry. I emailed them again and once again they got back to me saying they were sorry and would fix the issue. The other day i received the replacment, AND THEY DIDNT EVEN SEND THE RIGHT ONES. I have emailed them again asking for them to fix this issue and have not yet received a reply, its only been a few days. The only reason this review isnt 1 star is because, considering the fact their based in america and i live in australia, the respones and packages have been shipped very quickly, and because of the messups, instead of the 5 highlighters i ordered, i have 8 highlighters and 2 more on the way hopefully, 3 lipsticks, an eyeshadow and an eyebrow pencil xD