- Jaclyn Hill/YouTube
- On Wednesday, beauty mogul Jaclyn Hill shared a YouTube video in which she responds to customers accusing her of selling broken lipsticks that have left them with swollen lips and bumps.
- In her video, Hill says her lipsticks are not “expired, moldy, or hazardous,” and that the ingredients used are approved by the US Food and Drug Administration (FDA).
- The YouTuber also promised to refund and replace any damaged products that her customers have received.
- In a statement sent to INSIDER, representatives for Jaclyn Cosmetics also said “there are no safety concerns related to the lipsticks,” and that the brand is “deeply committed to making this right.”
- Previously, customers said they experienced severe irritation on their lips – including swelling, bumps, and cold sores – after using the lipsticks, some of which were broken or damaged upon delivery.
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In a YouTube video posted on Wednesday, beauty vlogger Jaclyn Hill said she is “so sorry” to anyone who received products that are “less than perfect” from her new brand, Jaclyn Cosmetics.
The video was posted more than one week after people began to accuse the YouTuber of selling broken lipsticks that some say left them with swollen lips and bumps.
In her video, Hill assured fans that her lipsticks are safe to use, and promised to refund and replace any damaged products.
“I’m not gonna run away from this, and I know it’s taken me a couple days to get all my ducks in a row and get this video out for you guys,” Hill said in her video.
“I’ve been going through all the documentation, and on the phone with labs, and chemists, and the owner of my lab, and my entire team for several days, and doing a very in-depth investigation to figure out exactly what’s going on so that I can give you the most informed information as a brand owner,” she continued.
Hill said her lipsticks are not ‘expired, moldy, or hazardous,’ despite what customers say
After the launch of Jaclyn Cosmetics, some fans began to comment on a 2015 Instagram post found on a Jaclyn Hill fan page.
In the photo, a person appears to be holding a Jaclyn Cosmetics lipstick – which had not then been released – that appears to be packaged in the same component used for the brand’s current products.
Some fans now believe that Hill waited until 2019 to sell the products she created years before, which could now be expired.
“The first thing I want to address before anything else is the accusations that my lipsticks are expired, moldy, or hazardous in any way, shape, or form,” Hill said in her video.
According to Hill, her lipsticks “did not go into mass production” until she announced her brand in May 2019, as Jaclyn Cosmetics “wanted them to be fresh” and “didn’t want them to sit on shelves.”
She also shared a document, which appears to show that Jaclyn Cosmetics lipstick in the shade “That Girl” was manufactured on May 15, 2019.
- Jaclyn Hill/YouTube
“I know you guys have seen photos of my components all over my socials here and there throughout the last couple of years,” she said. “I had been working on my components for five years straight to get it perfect.”
“But just because I’ve been working on a component – you guys have seen that – does not mean that there’s an actual lipstick inside of it that I kept on a shelf and sold to you guys,” she said.
In response to accusations that her lipsticks were made with unsafe ingredients and mold, Hill said the allegations are not true
“My lipsticks are not moldy, they are not hazardous, they are not contaminated, they are not unsafe for you in any way, shape, or form,” Hill said. “Every single ingredient in my lipstick is new, and is FDA approved.”
- Jaclyn Hill/YouTube
Hill later addressed four major concerns that have been raised about her lipsticks
Specifically, Hill discussed the “melting issue,” “white fuzzies,” “black holes,” and the “grittiness and texture” some customers have said they experienced while using lipsticks from her brand.
According to Hill, the “black dots” that some customers say they’ve found in her lipsticks are “oxygen bubbles,” which she said can be “lifted to the surface” when the lipstick bullets are “being cooled off.” Still, Hill assured her fans that they have nothing to worry about.
“It is 100% safe – it is not going to hurt you – but seeing those dots are not pretty,” Hill said in her video.
Received my replacements today & they both came with small black dots on them. Hard to tell but you can definitely see them in person???? I just want a full refund please. @jaclyncosmetics @Jaclynhill pic.twitter.com/zTL1AqKOaJ
— Yesenia Q. Garza (@yeseniaquezada_) June 12, 2019
Regarding the grittiness that some customers say they feel when applying the lipsticks, Hill said the texture “is caused from is the humongous vats” used to create her products.
“That vat is not breaking down all of my raw materials because we produce so many lipsticks so quickly,” she said. “Again, all the products in these vats are 100% FDA-approved ingredients, and totally safe and good for you to use.”
— Veronica (@itsv_82) June 5, 2019
Of all the accusations surrounding Jaclyn Cosmetics, Hill said claims of “white fuzzies” are what “gets [her] going.”
“After thorough investigation, we know what the actual issue is,” Hill said. “And I know that a lot of you guys are going to have a hard time believing this, because I did as well. This is the truth.”
— Rose (@tabloidbarbie) June 10, 2019
“Because my lipstick component is a silver, shiny, almost metal-like material, my lab – instead of using a standard glove that they’d use in the lab – they decided to use white cotton gloves.”
According to Hill, white lint was transferred to the lipsticks as a result of lab workers frequently changing their gloves throughout the day. Hill said lab workers cleaned vats that contained her lipstick ingredients while wearing the gloves, which also spread the white fibers.
- Jaclyn Hill/YouTube
Finally, Hill discussed complaints that lipstick from her brand was melted when delivered to customers
According to the YouTuber, 80% of complaints directed towards her brand were in regards to this issue.
“We did an extensive test on my lipsticks, and shipping from here to there and all this jazz,” Hill said. “But because of the climate right now, we are shipping to some people who are in such hot temperatures that my lipsticks, they’re not surviving it fully.”
Hill also said that while doing tests, her brand found that its lipstick “can withstand 140 degrees before actually melting all the way through.”
- Jaclyn Hill/YouTube
Hill has promised to refund and replace any damaged lipsticks purchased by her fans
“I am so, so sorry that any of you are experiencing anything less than absolute perfection from my first launch,” Hill said in her video. “I will do whatever it takes to make it up for you. I will send you a brand new lipstick. I will pay for it myself. I will give you a full refund.”
“I take full responsibility,” Hill continued. “This is my brand, with my name on it, and my team that I’ve created. And I am so sorry that you received something that is not exactly how I’ve described it to you.”
In a statement sent to INSIDER, representatives for Jaclyn Cosmetics reiterated that ‘there are no safety concerns related to the lipsticks’
In the brand’s statement, representatives for Jaclyn Cosmetics said the brand is “distressed to learn that a small percentage” of customers received products “with quality issues related to the texture and the look-and-feel of the lipsticks.”
“We are deeply committed to making this right and ask that any customer experiencing issues with the quality of their product reach out to us directly for a refund.”
Previously, some customers said they experienced severe irritation on their lips after using the lipsticks
A customer named Kristy Lynn previously told INSIDER that she attempted to purchase the entire range of Jaclyn Cosmetics lipsticks when it launched, but was only able to buy 10 shades as the rest sold out quickly.
Once her package arrived, according to Lynn, she noticed the shade “That Girl” appeared to be packaged “a little sideways,” though the other nine appeared to be fine. After swatching the lipstick, Lynn says it broke completely.
- Kristy Lynn
Lynn said she noticed her arm and chin “breaking out” after applying the shade and wearing it for a few hours.
“When I ended up swatching all 10 [lipsticks] on my wrist, my arm broke out in a rash and became itchy and red,” Lynn told INSIDER. “The lipstick ‘That Girl’ also broke in half when I swatched it on my wrist.”
- Kristy Lynn
She said she also noticed that her bottom lip was “itchy, burning, and extremely swollen.”
Update :/ please ignore my gross face I’m About to take some Benadryl and put an ice pack on them pic.twitter.com/m2NKJ8myUO
— ???????????????????????? (@kristylynnn_) June 12, 2019
A petition was created against Jaclyn Cosmetics, garnering thousands of signatures
The petition was created on Monday, and, at the time of writing, has more than 16,000 signatures.
“After countless complaints and a compiled number of photographic evidence, it is safe to say the chances of receiving a ‘normal’ Jaclyn Hill Cosmetics So Rich Lipstick is incredibly slim,” the petition’s description reads. “Action needs to be taken before someone is harmed by the unknown substance affecting the products.”
Even earlier, many customers said lipsticks they’d ordered arrived damaged, and, in some cases, completely broken
While some people said their lipstick was damaged upon opening, others said their products broke after a single use.
I have had a similar issue after one single swipe.. it completely deteriorated. All three of the lips in my Trio are falling apart after first use. Not sure what is going on and no reply from anyone thus far from customer service pic.twitter.com/2ybG6zwJpr
— Larissa Lott (@LarisMarieMUA) June 6, 2019
— Yesenia Q. Garza (@yeseniaquezada_) June 4, 2019
@Jaclynhill @jaclyncosmetics idk what the heck is going on but after two applications my lippie is already broken. All I did was swatch it on my arm and apply it to my lips ???????????????? pic.twitter.com/Y5ZMKf8PSP
— Geovanna M. Burrell (@vannadear94) June 6, 2019
Representatives for Jaclyn Cosmetics previously told INSIDER that “less than half of one percent of orders were impacted by compromised product.”
You can read the latest statement provided to INSIDER from Jaclyn Cosmetics in full below:
“We are distressed to learn that a small percentage of our customers have received lipstick with quality issues related to the texture and the look-and-feel of the lipsticks. We would like to reassure customers that while it is unacceptable for these quality issues to have occurred, there are no safety concerns related to the lipsticks.
We are deeply committed to making this right and ask that any customer experiencing issues with the quality of their product reach out to us directly for a refund.
Jaclyn Cosmetics are made with cosmetic industry-standard, FDA compliant ingredients and are produced in an OTC (Over the Counter) compliant factory that is registered with the FDA, providing high degrees of safety standards and rigorous testing. The issues reported over the last several days are related to irregularities in the manufacturing process which are being fixed and do not impact the ingredients, formula, or safety of our products. Additionally, we want to provide assurances to customers who may have heard that our products are old, or contain mold-this is false. Our launch collection was manufactured in May 2019. The preservative system, material composition of the formula, and processing temperature of our lipstick does not support microbial growth and protects the product through the expiration date of May 2021.
While we stand strongly by the safety of Jaclyn Cosmetics products-we know that our customers deserve better. We have halted production until we’ve identified and resolved all quality issues. We ask any customers who have received product with quality concerns visit our FAQ at www.jaclyncosmetics.com/faq or contact us at firstname.lastname@example.org.”
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