Beauty YouTuber Jaclyn Hill and her cosmetics line have issued full refunds to customers who purchased lipstick at the first launch after an experienced & # 39; infected & # 39; product.
The 28-year-old makeup enthusiast, with more than five million subscribers to YouTube, excitedly announced the launch of her new lipsticks with her Jaclyn Cosmetics line. But problems arose from the launch, where customers complain about & # 39; infected & # 39; and possibly & # 39; moldy & # 39; product.
Problems with the lipstick line forced the brand to reveal during the weekend that each customer would receive a full refund for the products purchased at the launch, even if the items were in perfect condition.
Return: Jacklyn Hill revealed during the weekend that she would give full refunds to every customer who had purchased products from her new lipstick line
Priorities: in May, the 28-year-old makeup enthusiast launched her lipstick line. But it received poor reviews from customers who complain about a damaged product
Supportive: fans online praised the Jaclyn Cosmetic brand for issuing refunds, saying they would use the money to buy more products
& # 39; Jaclyn Cosmetics takes customer feedback very seriously & # 39 ;, the brand said in a statement.
& # 39; We have reviewed the quality issues with regard to our So Rich lipsticks and believe that our production did not meet our brand standards. We will issue a full refund (including shipping costs) to anyone who has purchased the product. Please be looking for an email about your refund. & # 39;
Hill also posted on her Instagram stories at the weekend to explain her reasoning behind the refunds.
& # 39; I have decided to give a full refund to each person who has purchased one of my lipsticks, & # 39; she wrote. & # 39; I think that's the best thing I can do right now … there are many people who love their lipstick, and that's great, but I don't care. & # 39;
She continued: & # 39; I don't care about losing this money … you know how embarrassing this is for me. I will do everything to make this right and learn from this lesson that God has given me. & # 39;
People have been fired because of the failed launch, Hill explained, and her brand plans never to use the same lab again.
The & # 39; So Rich Lipstick & # 39 ;, each in the store for $ 18, boasted & # 39; rich & # 39; and & # 39; buttery & # 39; in texture on the brand website. But some consumers complained about receiving lipsticks with a bumpy texture, hair-like particles and black dots.
The claims forced Hill to address the allegations and offer new products to people who got defective lipsticks.
But now the brand offers everyone a full refund, even if the product they received was in perfect condition.
Annoyed: but some customers had problems receiving their reimbursement from the company
Yikes! Dozens of Hill fans have criticized the products on Twitter, many of whom say their lipstick arrived broken or broke after only once or twice use
Unfortunate: several customers have complained that the lipstick is broken and melted and have a strange texture that some customers have described as & # 39; lumpy & # 39;
Fans responded to the statement and said they would use their refund to purchase more Jaclyn Cosmetics products.
& # 39; I absolutely love the lipstick I bought and as other commentators have said, I will use the reimbursed money to buy more Jaclyn cosmetic products in the future & # 39 ;, one fan wrote.
Another fan expressed: & # 39; My lipstick is perfect !! I FINALLY found my perfect nude! I will continue to use it and continue to support Jaclyn! My heart breaks for her with such a terrible experience with her first launch and I hope she will keep her head high! I love you and your brand !!! & # 39;
Other consumers had problems receiving their full reimbursement from the company.
& # 39; Why do you only give me a refund for one lipstick ??? I bought TWO and you only give me $ 19, & a person complained. & # 39; That's not right !!!!! I paid $ 43. & # 39;
Multiple consumers had a similar problem, with a letter: & # 39; Why and I only get less than half of my money that I paid? I am very confused because you said full refund and what I have in my e-mail is not a full refund. Don't try to be rude, but that is very shocking, because I can't have a single event to get customer service. & # 39;
The decision to give each customer his money back comes after Hill was forced to make a video about the launch of her lipstick. They were confronted with accusations from consumers about potential & # 39; infected & # 39; and & # 39; moldy & # 39 ;.
& # 39; The first thing I want to address is the accusation that my lipsticks are in any way expired, moldy or dangerous, & # 39 ;, said Hill at the start of her 14-minute video earlier in June. & # 39; My lipsticks went into mass production in the same month that I launched my brand. & # 39;
Not good: other people have shared images of their products that are defective
Let them know: Hill told the situation in a long video that described in detail what went wrong. She revealed that the products were not contaminated or moldy
Explanation: A problem was that consumers found hair fibers on their lipstick. But Hill explained that it was from the inspection gloves
She confirmed that lipstick production began in May 2019, which in part caused problems for her brand as they tried to prepare the product too quickly for the launch date.
& # 39; My lipsticks are not moldy, & # 39; said Hill. & # 39; They are not dangerous. They are not infected. They are in no way unsafe for you, shape or form.
& # 39; All products in these barrels are 100% FDA approved ingredients and absolutely good and safe for you to use, & # 39; she continued.
& # 39; They are not broken down small enough or smoothly enough, for which I take full responsibility. We have made a lot of products in a very short time and although we all thought it would be perfect and fresh, that is not the case. & # 39;
A problem that consumers have noticed with Hill and its new lipstick line was that products were covered with & # 39; black dots & # 39; or fungus. But Hill had an explanation for the markings on the lipsticks.
& # 39; What these black dots are are actually oxygen bubbles, and they are lifted to the surface when my lipstick bullet cools, & # 39; she said.
Hill reiterated that the black dots were not mold, but she understood why the appearance was not attractive to the consumer.
People also complained about the bumpy and grainy texture of the lipsticks, which Hill blamed for a & # 39; production problem & # 39; in the lab.
She then explained that the & # 39; hairs & # 39; People discovered on the lipsticks came from the cotton gloves laboratory technicians who were used to inspect the product.
& # 39; My lab, instead of using a standard glove that they would use in the laboratory, they decided to use white cotton gloves, & # 39; said Hill during the video. & # 39; They did not want the standard glove to apply smears to this item to have it printed in any way. & # 39;
Mad: People thought the lipstick had hair, but Hill revealed it was gloves
Disappointed: products also arrived melted. But now Hill offers full refunds to every customer who has purchased line products
Although there are sometimes glove fibers or black dots in the lipsticks, the biggest problem consumers have had with the product is the melting of the tube during transport.
& # 39; My lipstick can withstand up to 140 degrees Fahrenheit before it melts completely, which is very high, & # 39; said Hill. & # 39; But as soon as these lipsticks arrive on trucks that are 100 degrees inside and outside the houses of people, they might have some drops of sweat or bend them aside if you stole them.
The video ended with Hill apologizing to consumers about how the first round of the lipsticks went.
& # 39; I want to prove myself to you, and I thought I did that when I first launched it, but I screwed it up and made a mistake and that's why I think it's so sorry & she said.
For Hill, drama first started on social media after several consumers shared their products.
The full reimbursement from Jaclyn Cosmetics appears to be the brand's latest attempt to calm customers down after the failed first launch.
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