Source
r/MakeupAddiction•
slinkystumpy

My colourpop order never arrived, they want me to close my dispute with PayPal

Hey all!

I ordered makeup from Colourpop that United States Postal Service marked "delivered to your mailbox" on March 28th. I promptly contacted USPS and after some back and forth, they acknowledged that they must have put my package in the wrong p.o box and were unable to retrieve it. I tried to get in contact with my neighbors to no avail.

I contacted Colourpop and did not receive a response within 2 business days, so I opened a dispute with PayPal. I also opened a "lost mail" claim with usps. For the last week, the only response Colourpop will give me is variations of the following:

"Unfortunately, due to the low cost nature of our products we have a no return, refund, or exchange policy. We apologize for any inconvenience this may cause!

This can be found in our FAQ: https://support.colourpop.com/hc/en-us/articles/115000433831-Return-Policy

If you would like a replacement package, please contact PayPal to close the dispute. 

As stated previously, we are unable to further assist you until the PayPal dispute is closed."

I have asked them multiple times to process the replacement first and then I will close the disputes, but they refuse. I contacted PayPal and they told me this behavior is against their Terms of Service.

What do you think I should do? Hold out until PayPal resolves the dispute? I'm really disappointed that their customer service is being this shady.

Posted Apr 10, 2018, 8:21 PM UTC

11447
JustForFun1021•

I would wait and let PayPal handle it. It sounds like that’s the only way this will be resolved. That also sucks because it’s clearly the fault of USPS.

232
slinkystumpyOPBrow perfectionist•

I totally agree, I just wish Colourpop would meet me halfway.

51
divadidonato•

You're asking them to take a loss on something that isn't their fault.

Edit: In response to the downvotes... I don't get the hate on ColourPop when this is clearly an admitted failure of the USPS. ColourPop packaged and sent the product and received notice that it was delivered. This anger is so misplaced.

-73
slinkystumpyOPBrow perfectionist•

And they are asking me to take a loss on something that isn't my fault.

146
Melarsa•

I don't understand when companies can't throw a customer a bone in these situations, even if it isn't their fault. If they did literally anything to help, the op would probably be satisfied, share their good experience with friends, continue shopping there etc. The company's "loss" would quickly be offset.

But when a company just says "not our problem FU" that just hurts them in the long run. Bad word of mouth, loss of customer loyalty...and for what, a $16 eyeshadow palette or whatever? Unless it's some mom and pop Etsy shop or something there should be some wiggle room in the budget for these types of situations.

42
sasha_says•

Colorpop is in a position to leverage losses with a distributor, OP is not.

52
AgreeablePerformer•

It IS the company's responsibility to provide the goods paid for by the customer.

12
kgberton•

They are a giant company that can afford to take the loss instead of passing it on to the customer.

8
jaygk7•

Once a PayPal dispute has been cancelled there’s no way to reopen it or to try and get PayPal to refund your money. So if you do close it and then colourpop refuses to re ship there’s nothing you can do. So I would suggest leaving the dispute open and add a comment in the dispute saying that they were trying to get you to cancel. I’m sure PayPal will rule in your favour

161
slinkystumpyOPBrow perfectionist•

I already called their customer support and they notated that Colourpop is trying to get me to close it.

This behavior is the reason I'm so upset. If CP processed the replacement like they are claiming, I could close the dispute because it would be resolved. Makes me feel like CP is trying to pull one over on me.

79
PunchingChickens•

I would let PayPal handle it. What a crappy situation. :( I've had stuff of mine delivered to the wrong address and it's totally infuriating when the post office just kinda shrugs and says 'our bad.' I had a mailman that would consistently deliver my things to my neighbors to the point where I had to file a complaint.

86
slinkystumpyOPBrow perfectionist•

I posted a plea for my neighbors to contact me if they received my package and I got a call from the mailman last Wednesday. He stated he only does that route on Wednesday and rattled off some addresses he might have accidentally delivered it to. It is super frustrating.

37
JustForFun1021•

He needs to go to those addresses and ask if he left it there by mistake. That’s not your responsibility.

46
slinkystumpyOPBrow perfectionist•

He said he was going to check it out. Do you think filing a complaint with usps will help?

28
JustForFun1021•

I would. They should be the one to foot the bill.

48
QueenElizatits•

Absolutely yes, get in contact with your postmaster.

14
brookebijou•

If you close the dispute, all you’re going to get is a coupon so you can replace the items, if that.

Edit: I had my package stolen, they sent me a coupon. Just my experience 🤷🏻‍♀️

56
tifaleaf•

I hate to reiterate what everyone is saying, but I would absolutely let PayPal handle it. Last November, I had about $300 worth of makeup stolen off of my doorstep (this is the makeup addiction reddit, don't judge me). I tried getting into contact with Ulta about 7 times, finally opened a dispute with PayPal, and a few weeks later, I woke up to the exact amount of my purchase back into my PayPal account.

I think if you've been a faithful user of PayPal and you don't have a habit of disputing purchases with them, I see no reason why they wouldn't refund you. (P.S. if you do open a dispute, and proof of you attempting to contact the company, the lost mail claim from USPS, etc. will be EXTREMELY helpful) Good luck, I hope you get your refund!!!

51
JudoLibrarian•

I'm going to agree with everyone so far and say keep the dispute open and let PayPal handle it. Their behavior here is just so shady. Close the dispute and we'll send a replacement my ass. How about just make it right and there'll be no need for a dispute.

Honestly I'm not sure I want to do further business with Colourpop hearing about this. I haven't had any issues with what orders I've put in but there's just story after story about their bad customer service. That "return" policy is the line I think. I don't care if I spent one dollar, if I don't get my product I better get my dollar back or my product.

34
Oksus69The bane of anti-drugstore snobs•

What's to stop people from lying about lost packages, though? There are plenty of nasty people out there who try to pull that shit. I think their policy is perfectly fair.

5†
slinkystumpyOPBrow perfectionist•

Well, it should be on a case by case basis. I have made a handful of purchases with CP using PayPal and have never complained before.

15
weepingwithmovement•

Yup. It's happened at my job many times. We won't replace a shipment if a dispute is open. If the customer won't drop it we just refund.

4
JudoLibrarian•

Plenty of other places seem to have no issues with that though. Besides if their products are so low cost there shouldn't be any issue replacing someone's order.

I'll agree it's a perfectly fair policy for them to have and there's no reason they can't have it. It's just unacceptable for me personally.

2
sparkles69•

Don’t close the dispute! A company once threatened me with the same thing saying they’ll refund me once I close the dispute don’t do it just let PayPal deal with it and get your money back!

29
weepingwithmovement•

As someone who works for a small ecommerce business, just get your money back. No smart company is going to reship you anything with a dispute open. I totally understand you want your money back because you didn't get your product. But unfortunately too many people cheat the system; my company got burned a few times and we won't do shit if there's a dispute open. There's no going back, so get your money and reorder.

19
slinkystumpyOPBrow perfectionist•

I figured that there would be some way to process it through PayPal that would resolve the dispute. In your experiences where you were burned, did you replace a product with a dispute open and the buyer kept the dispute open, stating it wasn't resolved? Thanks!

2
weepingwithmovement•

Exactly that. And it happened many times. So people got the product and got their money back. That's why we now automatically refund disputes. I don't know what all methods you chose, but I always recommend to contact a company first and then if they don't help you file the dispute. Disputes definitely have their place, but if you need a replacement talk to customer service about it first and see if they aren't willing to help. 😊

8
slinkystumpyOPBrow perfectionist•

I did contact them first to try to work it out, and they did not respond for over 2 business days, which is why I opened the dispute. In hindsight, I probably could have given them more leeway. I got a bit trigger happy after reading numerous other situations where their customer service refused to help. Thank you for your thoughtful response.

1
weepingwithmovement•

Oh, well then. I totally think they should have responded sooner than that! Unless it's a weekend/holiday our policy is to reply within 24 hours. Either way, good luck!

2
xPaperdoll•

The company can file a claim with the postal service though so it isn't like they are eating the costs.

1
weepingwithmovement•

No, companies very much eat it. I have yet to have the post office help us out. USPS sucks. FedEx is great about it, however.

1
xPaperdoll•

Well that sucks. The postal service really needs to hold more responsibility for packages, both damaged and disappearing.

1
abishop711•

Whaaat? Sounds like they've changed their policy. They shipped me replacements when stuff arrived broken multiple times before with no hassle other than emailing a pic of the broken shadows (and when the replacement arrived broken they replaced the replacements).

Agree with other posters - let paypal handle it. Sounds colourpop aren't willing to work with you so go to the folks who will. Good luck!

Edit: I noticed you said Paypal says Colourpop's behavior violates terms of service. If I were you, I would ask Paypal how I could make it an official complaint. Maybe they will consider a change in policy for future customers if they get in a little trouble.

16
slinkystumpyOPBrow perfectionist•

The PayPal representative noted it on the dispute and stated they were going to notate it on CPs account and potentially block them as a seller.

10
xPaperdoll•

Two years ago I received a dried out expired lipstick and a broken eyeliner and they did nothing. Last week I received $100 of broken eyeshadows and they are doing nothing. I think you just lucked out.

1
StripperWhore•

Wow, that's so sad. I remember when my lipstick arrived broken (this was when they first started their business and Lumiere was the hot shade lol) not only did they send me a new one, they gave me a special coupon and even let me use it on various other stuff. Guess now that they're big they've stopped caring about customers.

7
xPaperdoll•

When I ordered stuff that came broken two years ago they suggested I use lipbalm. Your mileage may vary.

1
Angeluffy•

I'll repeat everyone and say don't close it. Usually these companies have contracts with carries. So, if something happens they can send you new items and open a dispute with the carrier to get their money back from them. I know that until you have your package it is the sender responsability.

4
weepingwithmovement•

We do have contracts, but good luck ever getting your money back with USPS lol.

1
MrFuzzywucle•

Ultimately it is the companies responsibility to get the order to you after you paid for it. They should replace the order to keep a customer happy. They are shady.

3
booberrymuffin•

I'm in the same situation right now! It said delivered to my mailbox on March 29th. I emailed colourpop and didn't get a response, so I commented on one of their recent pictures and they DM'd me to ask me for my order number. From there, they sent me an email saying that they were shipping me a replacement package however some of the items in my order were out of stock so they couldn't be replaced. Instead they gave me a coupon code valid for the same amount as the out of stock items but I just want a refund. I really don't want to make another order just to use that code because it doesn't even cover shipping. I'm probably going to make a dispute with my credit card because I have no idea when/if the replacement package is even going to show up.

edit: sp

3
slinkystumpyOPBrow perfectionist•

:( Such a bummer. I hope you get your replacement package.

1
pixiepants_•

I am going through the exact same thing right now. My package said it was delivered, but it was not. I just want my concealers!

3
xPaperdoll•

I received a large Colourpop order that had broken shadows and others caked with dust/dirt inside. I sent photos and they said after a week of no response that the shadows had "no problem" and were completely usable and that they wouldn't do anything. Off to Paypal claims it goes. Never again.

1
chantillylace9•

If you close the dispute you can never reopen it. Do not do it! I made that same mistake. I had to fight it with my credit card company instead. What jerks!

1