Jaclyn Cosmetics has responded to consumer worries over the safety of its ‘hairy’ and ‘mouldy’ lipsticks.
The brand, founded by beauty vlogger Jaclyn Hill, released its debut collection with 20 nude shades of lipsticks on 30 May.
Although the range quickly sold out, once the shipments arrived, a number of disgruntled consumers took to social media to complain about the quality of the products.
According to some social media users, the lipsticks had been contaminated with what appeared to be hair, others noted that the products were damaged or had lumps and bubbles in the bullet.
All I can say is WTF pic.twitter.com/qZFGPYlOWc— RawBeautyKristi (@RawBeautyKristi) June 7, 2019
I figured if I waited 5 years for this to launch, the 10 days I waited to receive it after ordering wouldn’t be so bad. I am so disappointed. The box came crushed and the actual product has fibers/hair in it like so many others. @jaclyncosmetics @Jaclynhill this is disappointing. pic.twitter.com/Gq2N5ZTf37— Katie Poole (@KatieP739) June 10, 2019
I’m a true Jaclyn hill supporter and my lipstick came today, it actually has little sandy bits in it. She dm’ed me directly and is handling it. I didn’t even swatch mine or use it bc I didn’t want people to think I would ever intend to hurt her company. pic.twitter.com/md64Au5qSw— Marii (@MariiPilla) June 6, 2019
There have also been a number of YouTube videos scrutinising the launch, with some posts earning more than three million views.
A petition via change.org has also been created calling for the brand to recall the products.
Hill addressed the concerns via her personal social media accounts: “I want to thank you all for the unbiased feedback on my lipstick collection.
“The good, the bad and the ugly. Every comment or concern that has been brought to my attention has not been taken lightly.”
I want to thank you all for the unbiased feedback on my lipstick collection. The good, the bad & the ugly. Every comment or concern that has been brought to my attention has not been taken lightly. My team and I are working nonstop to address any & all issues you may be having.— Jaclyn Hill (@Jaclynhill) June 7, 2019
The mega-influencer went on to release a YouTube video addressing the criticism, which has been seen nearly 1.5 million times in less than ten hours.
In an official statement, Jaclyn Cosmetics said that only a small number of customers have received substandard products, but that all of the items are safe to use.
“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 mould – this is false.”
It added: “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.”
Hill, a former MAC make-up artist, previously partnered with Becca and Morphe Cosmetics before launching her own brand.