People say lipstick they ordered from beauty YouTuber Jaclyn Hill’s new brand was broken when it arrived or fell apart after a single use

Jaclyn Hill is a YouTuber, and founder of Jaclyn Cosmetics.

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Jaclyn Hill is a YouTuber, and founder of Jaclyn Cosmetics.
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Desiree Navarro/Getty Images

  • On May 30, YouTuber Jaclyn Hill launched her namesake beauty brand, Jaclyn Cosmetics, which currently sells 20 shades of nude lipstick.
  • Many customers on Twitter say lipsticks they’ve ordered arrived damaged, and, in some cases, completely broken.
  • Other Twitter users say they didn’t receive their orders on time, and that the brand’s customer-service team has been unresponsive. However, some said were able to get a refund quickly.
  • Hill responded to some of the allegations on Twitter and urged fans to alert her if they’ve received a damaged product.
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From Kylie Jenner’s walnut scrub to James Charles’ eye-shadow palette, beauty products created by celebrities and YouTube stars are often met with backlash.

Now, beauty vlogger Jaclyn Hill is facing criticism after the launch of her namesake beauty brand, Jaclyn Cosmetics. Hill announced her new company in a YouTube video on May 23, and its first line of lipsticks went on sale May 30. Currently, the brand sells 20 shades of nude lipstick – 16 of which are sold out at the time of writing – for $18 each.

But now that customers are starting to receive their orders, many say that the lipsticks are damaged on arrival. Some people have also said they have been unable to reach Hill’s customer-service team with questions and concerns.

People on Twitter who say their lipsticks arrived damaged are asking Jaclyn Hill to explain why

While some people said their lipstick was damaged upon opening, others said their products broke after a single use.

Some people say they believe the lipstick was made with a strange consistency

One Twitter user says they received a lipstick covered in “black dots.” Another described their Jaclyn Cosmetics lipstick as being “lumpy.”

Hill responded to the latter tweet with a now-deleted message, in which she said she was confused by the customer, who previously described the lipsticks on Twitter as being “so creamy, so comfortable, and so nude.”

When fans asked why Hill deleted her tweet, the beauty mogul said she’s “not afraid of anything,” but that her message “seemed much more harsh” than she intended.

Later, Hill said she hasn’t “seen one other person complain” about damaged lipstick. The beauty mogul also said the fan may have ruined their lipstick by wearing it on top of another product, which could therefore create bumps.

Still, she urged her followers to alert her if they had received a damaged product, or have any other problems with their lipstick.

Other customers took issue with the brand’s customer-service team

On Twitter, some people said that they never received their orders, and didn’t receive a response from the brand after inquiring over email. Some also expressed interest in getting their money back.

Read more: People are criticizing Kylie Jenner for washing her face while seemingly wearing foundation in a video to promote her new skin-care line

Still, some fans defended Hill and her namesake brand

According to some customers, the Jaclyn Cosmetics customer-service team was quick to respond and provided refunds.

Another fan argued that the lipsticks might be breaking as a result of outdoor temperatures, and that “canceling” Hill and her brand would not help the situation at hand.

Representatives for Jaclyn Hill and Jaclyn Cosmetics did not immediately reply to INSIDER’s request for comment.