YouTube beauty guru Jaclyn Hill faces backlash from customers after discovering her lipsticks have serious flaws. Customers have found hair fibers, holes and lumps embedded in the lipsticks.
Jaclyn Hill recently launched her makeup brand, Jaclyn Cosmetics. Fans waited excitedly for the products and could not wait to get their hands on them. Finally, two weeks ago her products launched and in just hours, Hill’s line of 20 nude lipsticks was completely sold out. However, soon afterwards customers started sharing their concerns about the product on social media.
One customer posted a photo of a lipstick that appeared “lumpy” in texture after one use. Soon others began coming out on Twitter, Instagram, and YouTube complaining that their lipsticks were defective too.
One of Hill’s followers tweeted to her alongside a picture of her lipstick.
The controversy continues
Fellow YouTube star Kristi posted a photo of one of the Jaclyn Cosmetics lipsticks she ordered that showed tiny hair fibers coming out of the bullet. Kristi tweeted, “All I can say is WTF.”
Ok guys regarding this video; it’s turning into a wayyyyyyyyy longer video that I anticipated. It will either be up LATE tonight or tomorrow because it ended up being so much more than expected. But I want to make it thorough. https://t.co/LDjVADZsQA
— RawBeautyKristi (@RawBeautyKristi) June 7, 2019
Kristi also posted an in-depth review of the lipsticks titled “THE TRUTH ABOUT JACLYN HILL COSMETICS LIPSTICKS.” The YouTube video has received more than 1.2 million reviews. She examined each lipstick under a microscope.
Kristi spoke in the 52-minute video, “When I went in to film this video today, I sat down and I said I think there’s a lot of exaggeration surrounding this launch. I think people want to find issues with it. Probably people being overly picky. [But] I noticed so many issues and I was immediately shocked. I did not see this coming. Some of these lipsticks are full of hair, lint, fuzz, holes, lots of little holes, air bubbles. I am not exactly sure what’s going on. Some of these are so bothersome that I don’t even want to apply them.”
Kristi showed lipsticks with deep holes, beads, and fibers embedded in it. She continued, “Oh my god. That is absolutely mortifying. What are these hairs? Is it growing something? See dude, I’m sorry but you can’t make this s— up!”
Hill tries to confront the problem
Hill did not respond directly to Kristi’s video but she retweeted one of the photos Kristi posted. She wrote, “If any of you are receiving lipsticks like this…. please know that this is NOT hair! My factory used brand new white gloves to do quality control & they shed all over my product! 😡 We switched to rubber gloves 2 days ago & will make sure this never happens again.”
If any of you are receiving lipsticks like this…. please know that this is NOT hair! My factory used brand new white gloves to do quality control & they shed all over my product!😡 We switched to rubber gloves 2 days ago & will make sure this never happens again. https://t.co/qn6UTUJzRE
— Jaclyn Hill (@Jaclynhill) June 8, 2019
However, fellow YouTube beauty reviewer Jen Luvs Reviews replied, “I’m so curious the logistics of this. Were the quality control people touching the lipsticks with their gloves? And if they were looking for quality, wouldn’t they see the fibers? I’m so confused… that lab sounds like it sucks… very unfortunate.”
Marlena Stell, one of the original beauty YouTubers and owner of cosmetics company Makeup Geek, spoke up on Twitter. She tweeted, “I’m going to get scorched for speaking out. WTF lab ever has used furry gloves?! In my 11 years, I’ve never once seen furry gloves on production floor. And why is that hair so damn long? If it was a furry glove it would be very slight fuzz. And it’s embedded IN the lipstick.”
In another tweet, she said: “If it’s embedded In the lipstick and long that’s an issue as that’s not from air born lint or such but actually mixed in the raw batch itself.”
It’s not all negative
Although the lipsticks have become a controversy, there are some positive reviews about it too. A few fans tweeted the following.
In a statement shared with PEOPLE, a spokesperson from Jaclyn Cosmetics said: “The response to the launch of Jaclyn Cosmetics has been incredible. Of the incredible volume of orders that were placed at launch, we believe less than half of one percent of orders were impacted by compromised product. We are actively reaching out to our customers with questions and concerns and have added to our customer service team to make sure that any questions are swiftly addressed. Our team is keeping an eye on the Jaclyn Cosmetics social channels and [email protected] welcoming all feedback. We love our customers and are proud of our successful launch.”
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Hill’s promise to improve
Jaclyn Cosmetics also commented on the controversy on Twitter. The chunks and lumps some customers noticed in their products were from improper blending. The tweet read, “In rare circumstances, some lipsticks were exposed to high temperatures or the raw materials were not blended thoroughly and that is not acceptable to us – as of now we are seeing less 0.1% with issues – but we see your complaints on social and want to fix things!”
My team and I are working very hard on finding out EXACTLY what is causing the “grittiness & bumpy texture” on some of my lipsticks. I am so sorry to see some of you dissatisfied with my product. I will make it right for you & learn from this mistake! That’s a promise❤️
— Jaclyn Hill (@Jaclynhill) June 8, 2019
Hill said that she and her team were working on figuring out the problems people are having with their lipsticks. She said, “My team and I are working very hard on finding out EXACTLY what is causing the “grittiness & bumpy texture” on some of my lipsticks. I am so sorry to see some of you dissatisfied with my product. I will make it right for you & learn from this mistake! That’s a promise.”
Watch the video below for Kristi’s review on Jaclyn Cosmetics lipsticks.
Hill told fans that if anyone is unsatisfied with the product, they can get a full refund and replacement.