Jeffree Star is responding to customer criticism about his new product.
On the heels of the release of his Conspiracy Palette collaboration with YouTuber Shane Dawson, a few fans who purchased the product say that they received contaminated products that appear to contain small hairs in them.
Earlier this week, unhappy customers took to Twitter to share their disappointment, with a couple of people even sharing videos of themselves fishing out what appears to be a strand of fiber.
"hey jeffree, i love the #ConspiracyPalette but i was swatching "pig-ment" and found a hair like material in it," one person wrote. "i just wanted to address the issue and hopefully get it resolved."
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
i wasn't going to post this but the hair ruined my eyeshadow pan, i was not expecting this from JSC @JeffreeStar @shanedawson still going to use my palette regardless i was just not expecting huge ass fibers in my palette. im shook ☠️ i still love yall pic.twitter.com/90ZpOjlRA6
— angelica rae (@angelicaxrae) November 20, 2019
I found a hair in my shade diet root beer such a bummer.
— Brittany (@Brittnmyers15) November 15, 2019
However, after the complaints started gaining traction online, critics of Star began drawing comparisons between his product and fellow YouTuber Jaclyn Hill's much-derided release of "hairy" and "lumpy" lipsticks.
"But when it was Jaclyn Hill yall were ripping her ass apart ... I hate yall playing sides. This type of product is unacceptable no matter who it is," one commenter wrote, while another person claimed that Star's company has been "reported to the FDA," writing that the release was unacceptable, especially "on the heels of the Jaclyn disaster."
jeffree star hairy palette ew shane dawson piggy oink jeffree star is a flop
— cale (@lipfillin) November 21, 2019
But when it was Jaclyn Hill yall were ripping her ass apart ... I hate yall playing sides. This type of product is unacceptable no matter who it is https://t.co/pG1FSxKH3G
— Christiana Gabriele (@christianagabb) November 22, 2019
This is so UNEXCEPTABLE on the heels of the Jaclyn disaster. Jeffree's cosmetic lab has been reported to the FDA. Only a govt agency can investigate this and determine the contamination issues. The eyeshadow falling apart is just appalling. @shanedawson refund refund refund!
— Rebecca Anne (@Sunnybrook612) November 20, 2019
In the midst of the backlash, Star has responded to customers via Twitter, explaining that the hairs are ribbon fibers.
"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," Star wrote. "The lab has done a full investigation & we found the issue. I pride myself on quality and fully apologize for this error."
Additionally, Star shared a video of the pressing process and said that, "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." Star also said he would be sending out new palettes and full refunds to affected customers.
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
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
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
Not only that, but Star also hit back at accusations comparing his product to Hill's launch in his Instagram story, saying that people need to stop, as he tries to "address everyone fully."
"I'm not blocking anyone. I'm not deleting my social media account." he said after addressing Hill by name. "And that's no shade but that's not how I handle things. I am always fully transparent. So to compare my situation to someone else's just is not fair."
Photo via Getty