Fans of the YouTube beauty community are throwing some major shade at Jeffree Star and Shane Dawson after receiving damaged Conspiracy palettes. For those who missed it, on November 1, the vlogging duo totally broke the internet with the release of their Conspiracy cosmetics line. Now, just a few weeks after it was released, fans have started to get their makeup in the mail. But there’s just one issue — some of the eyeshadow palettes have arrived totally damaged.
The 34-year-old makeup mogul and 31-year-old internet star started to notice their fans complaints on social media and responded in hopes of getting assistance from retailer, Beauty Bay, who apparently sent the broken palettes.
“Another Conspiracy Pallete by #JeffreeStarXShaneDawson from Beauty Bay bites the dust. Still waiting to hear back from Beauty Bay customer service. The box only had the smallest piece of bubble wrap and two strips of cardboard to protect it,” one Twitter user wrote along with an image of the makeup.
After he saw this image, Shane responded and said, “That’s unacceptable. Hey Beauty Bay can [you] please fix this?”
Another fan took to Twitter and revealed that Beauty Bay was offering customers with damaged palettes the option to send it back or receive 40% off their order.
“In regards to my broken palette I think I’m just taking the 40% cause shipping it back would be extremely expensive. Does anyone have tips for me to clean out the other colors because sleep paralysis is REALLLLY in every single other color,” the tweet read.
Twitter users then started sending messages to Beauty Bay and dragged them for not sending out replacement palettes. Once Jeffree caught wind of this, he took to social media, responded to the fans and apologized for the broken eyeshadow. He also revealed that the shipping issue is being handed internally. He even told one fan that he would personally send her a whole new package.
“I’m so sorry how this situation was handled,” he tweeted. “That does not reflect our company’s personal policies. We are handling this internally but in the meantime, please direct message me so I can send you a new palette right now myself.”
On Friday, November 22, Jeffree took to Twitter and sent a message to fans and followers that revealed the lab producing the palettes underwent a full investigation to find the issue. Along with the tweet, the beauty guru shared the lab’s full report.
“Hey everyone, it’s come to our attention that a few dozen people out of 1.1 million palettes produced, have a few ribbon fibers embedded in their products,” he wrote. “The lab has done a full investigation & we found the issue. I pride myself on quality and fully apologize for this error.”
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