Jeffree Star and Shane Dawson address "damaged" Conspiracy palette complaints
21 November 2019, 14:32 | Updated: 21 November 2019, 14:42
Beauty Bay customers have been complaining that their Conspiracy palettes have arrived broken in the mail.
Jeffree Star and Shane Dawson have responded to complaints after their fans recieved "damaged" Conspiracy palettes.
At the start of this month, Jeffree Star and Shane Dawson literally broke the internet when they launched their Shane x Jeffree Conspiracy collection. Not only did the new makeup line crash the Shopify website minutes after it came out but it also sold out within hours.
In fact, the demand for Conspiracy was so huge that Jeffree Star Cosmetics have had to delay orders and some people still haven't received their packages. Jeffree has since said that all orders should arrive this week (Nov 23).
The collection has received widespread acclaim but some customers have reported that their palettes have arrived broken from Beauty Bay and now Jeffree and Shane have addressed the controversy.
Over the weekend (Nov 17), Twitter user @AriaNyx tweeted: "Another Conspiracy Pallet 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."
They also posted a photo of the damaged palette in which many of the shades are unusable. Shane immediately replied: "that’s unacceptable. hey beauty bay can u please fix this?"
However, it wasn't a one-off case. Many other customers began reporting issues on social media and criticising Beauty Bay for poorly packaging the Conspiracy palettes. It appears that there have been a lot of issues with the Sleep Paralysis shade in particular.
that’s unacceptable. hey beauty bay can u please fix this? ❤️❤️— Shane Dawson (@shanedawson) November 17, 2019
Yesterday, @spillseshYT tweeted: "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."
@TeaSpillYT then retweeted the tweet and said: "@beautybay you should be sending her a new palette and letting her keep the damaged one." @spillseshYT replied by tweeting: "I know I’d for sure have to scrape off the top layer because sleep paralysis is really in there at this point and not all of it can just be “blown off” especially with how detailed the stamp designs."
Never one to ignore his customer's issues, Jeffree replied to @spillseshYT from his holiday in Bora Bora. He wrote: "I’m so sorry how this situation was handled, 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."
UM @beautybay you should be sending her a new palette and letting her keep the damaged one... from my experience once a dark shade breaks and mixes with other shadows it’s hard to get the stains out without scraping off the entire top of the shadows. https://t.co/pTlcUhwitC— positiviᵗᵉᵃ 🎄 (@TeaSpillYT) November 20, 2019
I’m so sorry how this situation was handled, 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.— Jeffree Star (@JeffreeStar) November 20, 2019
There are still many customers who've received broken palettes and haven't had responses from Jeffree or Shane. However, now that Jeffree has confirmed that he is handling the issue "internally", it looks like customers who've received broken palettes from Beauty Bay will receive new ones or be recompensated soon.
We shall keep you informed with any updates.