Jaclyn Hill Cosmetics Said It’s Taking Time to “Rebuild”
Updated on August 20 at 8:43 a.m.
For the first time since June, the Instagram account for Jaclyn Hill Cosmetics has addressed its customers. The brand's social media page has remained inactive since the launch of Jaclyn Hill's lipstick line, and according to its latest post, the company is taking time to "rebuild."
The post, made on August 16, acknowledged the issues associated with the brand's lipstick debut, saying, "It is clear that our first launch did not meet the standards we've set as a brand, and for that we are truly sorry. We will do better because you deserve better-from us and our products."
Jaclyn Hill Cosmetics goes on to say that it's taking time to "rebuild" and the note closes with a possible hint that more cosmetics could be coming. "The future is bright, and we're so excited for what's to come," the brand wrote. However, the note makes no mention of what, if any, makeup the brand is working on or intends to possibly release in the future.
Prior to the Instagram post, Jaclyn had also remained silent on her personal social media accounts, and YouTube, returning back in July with a video that acknowledged the issues with the launch and her absence from the public eye. Although the video also contained no hint at a possible future product launch, Jaclyn did promise that she wouldn't be working with the lab that allegedly caused the reported issues with her lipstick line.
Updated on June 12 at 5:33 p.m.
In a statement to Teen Vogue, a spokesperson from Jaclyn Cosmetics addressed the recent concerns from customers regarding its lipsticks. "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," the statement read. "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." The company confirmed that although "they stand by the safety of Jaclyn Cosmetics products," production on the lipsticks has been halted until the company has "identified and resolved all quality issues."
The company spokesperson assured the safety of the products, saying, "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."
A statement on the customer service section of the Jaclyn Cosmetics website further explained some of the issues, noting that only a "small number" of lipsticks were reported to be grainy, and issues in texture were a result of materials not being "mixed properly or processed long." The note advises customers that small holes found in some of the lipsticks are also normal, and were caused by manufacturing.
As for the reported hair found in some lipsticks, Jaclyn Cosmetics attributes the appearance of fuzz to the white inspection gloves used by the laboratory workers creating the product. According to the statement, only "a very small number" of lipsticks would have the fuzzy appearance, and Jaclyn Cosmetics promised that going forward, lab workers will be using neoprene gloves to "prevent this issue."
Any customer who is concerned about their lipstick purchase or wishes to learn more information is asked to visit the company's FAQ or contact help@jaclyncosmetics.com.
Updated on June 11 at 2:05 p.m.
In a statement emailed to Teen Vogue, a spokesperson for Jaclyn Hill Cosmetics addressed concerns about the quality of the brand's lipsticks, writing, "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. We are keeping an eye on the Jaclyn Cosmetics social channels and info@jaclyncosmetics.com, and welcome all feedback. We love our customers and are proud of our successful launch.”
Jaclyn Hill has made a name for herself in the YouTube beauty community, collaborating with companies like Morphe and Becca, and starring in viral videos that forever changed how we apply highlighter. Recently, she took her fame to the next level and announced the launch of her own makeup collection. Unfortunately, that launch hasn't been without some serious drama.
On May 30, a collection of nude lipsticks, created by Jaclyn, officially launched to the public, Buzzfeed reported. Almost immediately, customers took to social media, informing Jaclyn that their lipsticks weren't arriving as expected.
According to multiple social media users, some lipsticks contained bits of what appeared to be hair, others noted their product was damaged, and some pointed out apparent bubbles and holes in the lipstick. It is worth noting that some customers have had no issues with their lipsticks, but in recent days, online criticism of the lipsticks has grown, and more customers have come forward with their experiences.
Following continued scrutiny, Jaclyn addressed some of the concerns in a June 8 tweet, writing, "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." Refinery 29 pointed out that the brand, Jaclyn Hill Cosmetics, also issued a statement on June 7, tweeting: "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 [than] 0.1% with issues, but we see your complaints on social and want to fix things!"
Jaclyn hasn't addressed the social media concern since her June 7 tweet, but some individuals insist that the company do something, writing on Instagram, "I have hair and odd objects inside the actual lipstick. Recall," and "I do think it’s time for a recall on the lipsticks to do a quality check & make sure your customers aren’t in harm's way." On Monday, June 10, a change.org petition calling for a recall was created, and 5,493 people have signed.
Even with Jaclyn's explanation, some have wondered whether she should have handled the situation differently. "Baffled by the #JaclynHill lipstick controversy," one person wrote. "I work in the lab of a global cosmetics company and this would simply never, ever happen. But I don't believe that Jaclyn is to blame. I think she needs to change lipstick supplier / lab rapidly!" Others agreed, writing, "Just stop or use another lab & chemist. I work in a lab for a manufacturing plant. I test all products they make. ur lab should of known abt shedding gloves b4hand," and "I used to work in a factory that made car mirrors and cotton gloves were banned for contamination. There is just no way a cosmetics lab was using cotton gloves."
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Want more from Teen Vogue? Check this out: Jaclyn Hill May Quit YouTube Because of Continued Beauty-Vlogger Drama
Originally Appeared on Teen Vogue
