Jeffree Star apologises to customers who found "hair like" fibres in their Conspiracy palettes
Jeffree Star and Shane Dawson have finally showed us the fruits of their collaboration, releasing their long-awaited Conspiracy eyeshadow palette this month, which we've handily put through comprehensive testing for you.
Shane Dawson's YouTube documentary The Beautiful Life of Jeffree Star opened our eyes to the process that Jeffree and Shane went through to create their Conspiracy makeup collaboration, including everything from choosing shade names, to signing contracts, to designing the packaging.
Since receiving their Conspiracy eyeshadow palettes, some customers have taken to Twitter to report that they found "hair like" fibres in their palettes.
One fan tweeted, "hey Jeffree, I love the #ConspiracyPalette but I was swatching 'pig-ment' and found a hair like material in it. I just wanted to address the issue and hopefully get it resolved," along with a video of what happened.
hey jeffree, i love the #ConspiracyPalette but i was swatching “pig-ment” and found a hair like material in it. i just wanted to address the issue and hopefully get it resolved pic.twitter.com/q2bfrhitr4
— kira (@debrowerkira) November 11, 2019
Another customer tweeted Shane to complain of a "hair" in her 'cry on my couch' pan.
@shanedawson there’s a hair in my palette :(( pic.twitter.com/IHtgITUg3V
— ayvah 🌷✨🦋 (@BRISSYBIEBS) November 6, 2019
Jeffree Star has now responded to the complaints, apologising to fans and revealing that he conducted an investigation into the issue. Publishing the results of the investigation on Twitter, Jeffree said, "Hey everyone, it’s come to our attention that a few dozen people out of 1.1 million palettes produced, have a few ribbon fibers embedded in their products.
"The lab has done a full investigation & we found the issue. I pride myself on quality and fully apologize for this error."
Hey everyone, it’s come to our attention that a few dozen people out of 1.1 million palettes produced, have a few ribbon fibers embedded in their products. The lab has done a full investigation & we found the issue. I pride myself on quality and fully apologize for this error 💯 pic.twitter.com/8Hn9ndzFsa
— Jeffree Star (@JeffreeStar) November 22, 2019
The investigation concluded that the fibres found by customers were "pressing ribbon fibers" from the ribbons used to press the powders into the pans. The report also reassured customers that "multiple controls" have now been implemented to "prevent it from happening in the future".
Jeffree then went on to share a video showing how his eyeshadows are made in the lab using the pressing ribbon. He wrote, "Moving forward my manufacturer will make sure this never happens again and have put in place several precautions and steps to avoid the ribbon issue. You all know how serious I take my company, thank you for listening."
Here is a clip from the lab of how we press the eyeshadows. Moving forward my manufacturer will make sure this never happens again and have put in place several precautions and steps to avoid the ribbon issue. You all know how serious I take my company, thank you for listening ⭐️ pic.twitter.com/jtXRWjPBnl
— Jeffree Star (@JeffreeStar) November 22, 2019
Jeffree also added that customers who had been affected would be sent a new palette and issued a full refund.
Anyone that has ANY product issues with any JSC product, my customer service team is available Monday to Friday 💯 Palettes that were effected, we have sent out new ones and also given a full refund because that does not reflect how my brand should be represented.
— Jeffree Star (@JeffreeStar) November 22, 2019
Tbh, we think Jeffree handled the issue like a real pro.
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