Jaclyn Hill has released a second apology video on her Instagram Stories, announcing that all customers who purchased her lipsticks will receive a full refund, including shipping and taxes, regardless of whether their lipstick was faulty or not.
If you're not up to speed on the Jaclyn Cosmetics episode, Jaclyn finally launched a range of nude lipsticks after teasing her own line for the past five years. However when customers received their lipsticks they noticed they were contaminated with unknown fibres, holes and what appeared to be small 'plastic' balls.
Jaclyn posted a video on her channel advising that she was looking into the problems and that the 'unknown fibres' were from the "Cotton gloves" her factory workers were wearing during production.
However, on Saturday she took to Instagram Stories to post a lengthy video, apologising for that previous video, claiming it made her "Cringe".
"Hey guys, I don't even know to start this. First and foremost I can't believe how attached I am to you guys because just this past week not being on social media has made me realise how much I miss you, and love you, and not talking to you guys on a daily basis has just been like the craziest thing ever.
@Jaclynhill @jaclyncosmetics I am a huge supporter! Seriously love you. I was soooo excited to buy your lipsticks. Today when I went to put on "Decaf" ..I noticed there was a hard ball inside of it. What is it? Can I get a replacement? pic.twitter.com/D9acDVtDgH- Krystal Duarte (@mizzgrizzlybee) June 7, 2019
"I wanted to get on here and just talk to you guys in a really real way because in my last video that I posted regarding my lipsticks, I can't even tell you how much that video makes me cringe, even though it's only a week and a half old.
"I just felt so much pressure, and panicked to get a video up. I just wanted to defend my brand so bad and I look at that and I'm just like, 'oh my gosh Jaclyn, like calm down'. I needed to take a step back for a moment and breathe, and I did not take that time.
"I didn't want to sit on social media this past week and respond to every single person on Twitter and defend my brand. I wanted to allow you guys to get pissed off and have your reaction how ever you see fit, and for me to focus on my brand. To not focus on defending it, but to focus on fixing it, and that's exactly what I've been doing for the past week.
So instead of sacrificing my lips with lipstick that has sand, hair, mold, and METAL I decided to reuse the cute packaging for some safe product- Mackenzie (@IllyrianTrash) June 20, 2019
Maybe do a recall @Jaclynhill ?
Keep the packaging though, that's the one good thing out of this #jaclynhilllipstick pic.twitter.com/B5bo0ChI9a
"I have done everything - honestly - that you can think of. I have consulted with so many CEOs the past ten days figuring out how exactly to fix this, to make it right and make sure it never happens again. This is a whole new world for me, having my own brand, not having a collaboration.
"The last thing I want to be known as is the girl who puts out crappy products, like it breaks my heart.
"At this point I have sent out my lipsticks to five different labs that test product vigorously and spent over $100,000 dollars on this process. It sucks and I'm so disappointed in myself.
"Honestly, I'm afraid to get emotional on camera because I just know what people will say and I don't want to seem like I'm the victim whatsoever and I hope you know that's not why I'm crying. I don't cry over this because I'm like 'Poor me, this just sucks'. I get emotional because I'm so disappointed with myself that I could even allow this to happen.
"Long story short, the lab that I worked with I will never be working with again, obviously. There's been many people fired over this. We've got an entire new team that we're building for quality control because obviously that didn't work.
"I'm going to push back several launches that I have because I really want to hone in on this and learn from my mistakes, and learn some very valuable lessons so that hopefully one day I can prove myself to you guys, no matter how long that takes.
"In the meantime I have decided and made the decision to give every single person who purchased one of my lipsticks a full refund. I think that's the best thing I can do at this point. I know that there are a lot of people out there - it doesn't look like it on social media - but with all the emails in the back end, there's a lot of people who love their lipsticks.
"But I don't care if 195,000 people loved a lipstick, if 3 people are having an issue, that's what's going to keep me awake at night. So it's really important to me that I make this right. So I'm going to be issuing a full refund including shipping and tax to every single customer from Jaclyn Cosmetics because that's the only thing that I feel is going to make things right.
"I don't care about the loss of this money, I couldn't give a damn. You have no idea how embarrassing this is for me, but I will do everything in my power to make this right going forward and learn from this lesson that god has given me.
"You guys don't have to do anything, there's no call to action. Even if you don't watch this story, or care, or you're just out there loving your lipstick, you're still going to receive a full refund. You'll receive an email in the next 24 hours letting you know your refund is being processed and you'll have your money back in your bank account within 7 business days.
"That's the only thing I can do at this point, just bite the bullet and refund you guys and just apologise to you and try to make it right. I just want to get back to doing what I do and doing what makes me happy and doing what i"m good at.
Omg!!! Gross beauty YouTube @briannafoxmakeup posted this when she got her Jaclyn hill lipstick! What is going on video up on my channel now keep it locked in to the hottest beauty drama 24/7 news now pic.twitter.com/wK3kDXsGrH- richlux713 (@RichLux713) June 8, 2019
"I'm sorry for anyone that got a lipstick that wasn't incredible, it breaks my heart. But the future is bright and there's going to be really awesome things down the line. I thought I did what I had to do, I thought I did it all perfectly right, and didn't cut any corners. I crossed every t and dotted ever i but I was wrong and things still slipped through the cracks and I'm sorry but I will make sure that never ever happens again.
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