The Shane Dawson X Jeffree Star collection was a makeup collaboration between two friends that went over really well. Though, recently there were some issues with the makeup palettes: Conspiracy and Mini Controversy. But knowing that was Jeffree Star Cosmetics was behind such a huge project, we can expect them to take some substantial action to resolve the issue. That’s exactly what Jeffree Star shared on Twitter:
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. The lab has done a full investigation & we found the issue. I pride myself on quality and fully apologize for this error 💯 pic.twitter.com/8Hn9ndzFsa
— Jeffree Star (@JeffreeStar) November 22, 2019
What Was The Issue?
The makeup palettes had fibers present in them because ribbons were being used to press the shades. Though, the manufacturing team looked into the issue and figured out ways to prevent this situation from happening in the future.
The controls they are going to use seem to be highly effective in preventing the huge issue.
Moreover, Jeffree Star shares an actual clip of how they press the eye-shadows in the palettes:
Here is a clip from the lab of how we press the eyeshadows. Moving forward my manufacturer will make sure this never happens again and have put in place several precautions and steps to avoid the ribbon issue. You all know how serious I take my company, thank you for listening ⭐️ pic.twitter.com/jtXRWjPBnl
— Jeffree Star (@JeffreeStar) November 22, 2019
All Customers With The Issue Are Getting Refunds
If anyone takes his customers seriously, it’s Jeffree Star Cosmetics. This issue was also a much serious one because this was Shane Dawson’s first makeup launch.
Therefore, Star shares that all the customers that had defected palettes are getting refunds. Moreover, they are also getting a new one:
Anyone that has ANY product issues with any JSC product, my customer service team is available Monday to Friday 💯 Palettes that were effected, we have sent out new ones and also given a full refund because that does not reflect how my brand should be represented.
— Jeffree Star (@JeffreeStar) November 22, 2019
The customer service will be available to handle all the issues starting Monday as well. It seems like Star handled the situation professionally and quickly.
Shane Dawson has not commented as of yet. But he did respond to a customer saying that the makeup palette of Shane x Jeffree collection was broken due to improper packaging by Beauty Bay:
that’s unacceptable. hey beauty bay can u please fix this? ❤️❤️
— Shane Dawson (@shanedawson) November 17, 2019
Fans Are Loving Jeffree Star Cosmetics Response
Many fans were commending the beauty guru for being quick to acknowledge the issue and resolving it as soon as possible. The quick response rate is rare to see in the consumer world of today.
https://twitter.com/AshlyeKyle/status/1197950102020804608
You’ve always been really generous about replacing palettes even if we got it through PR. You’re an amazing CEO ❤️
— Ashley Summarell (@SummarellAshley) November 22, 2019
I am in AWE. This is 100% how a CEO should react to any product issues. Other brand CEO's should take a lesson from you. And no im not pointing fingers or being shady. All too often brands want to lie, cover up, etc..product issues. You are the example of good business practice.
— trayzmua2416 (@TraciZeiders) November 22, 2019
The much-awaited final episode of Shane Dawson’s latest docuseries with Jeffree Star, is about to drop in a couple of hours hopefully. It’s going to be interesting for sure, probably with some drama.