Transcription
Hey guys, welcome back to my channel! For today's video, I don't even need to give you an intro; you know why we are here. I want to address some of the issues that my customers are having with the first launch of my brand, Jaclyn Cosmetics, and my lipsticks.
First and foremost, I want to let you guys know the basis I'm going to be covering throughout this video. I want to talk about the melting issue, the white fuzzies, the black holes, and the grittiness and texture that you guys are experiencing. I will give you informed details about what all of these issues are, what is causing them, and how they are going to be fixed. I just want to put that out there before we jump into the actual video so that you guys know that I'm not going to run away from this. I know it's taken me a couple of days to get all my ducks in a row and get this video out for you guys, but I've been going through all the documentation and on the phone with labs, chemists, the owner of my lab, and my entire team for several days, doing a very in-depth investigation to figure out exactly what's going on so I can give you the most informed information as a brand owner.
The first thing that I want to address before anything else is the accusations that my lipsticks are expired, moldy, or hazardous in any way, shape, or form. I'm going to put up documents throughout this entire video so you guys can see the actual proof because I'm not going to sit here and read papers to you; I'm going to put it right through the screen so you can see proof.
So, number one, let's start with the expired accusation. My lipsticks did not go into mass production until the same month that I actually launched my brand. It was only a couple of weeks prior to my launch that we started actual mass production. Although I had been so in-depth with my formulation, my colors, and approving all of that, mass production did not go into production until right before my launch because we wanted them to be fresh. We don't want them to sit on shelves, and because my brand has been pushed back so many times, I actually already went through the same situation with a different lab several years ago. I went into mass production, ended up having an issue while in mass production, and then didn't launch my brand. I had to go to a whole new lab because I didn't want those issues to happen again, so I canceled them and went somewhere else. I try to cover my tracks, but they are not expired.
I know you guys have seen photos of my components all over my socials throughout the last couple of years. I've been working on my components for five years straight to get them perfect. But just because I've been working on a component you guys have seen does not mean there's an actual lipstick inside of it that I kept on a shelf and sold to you guys. I just want to put that out there and clarify my intentions and what's real, what's not, and give you the facts.
Second of all, my lipsticks are not moldy; they are not hazardous; they are not contaminated; they're not unsafe for you in any way, shape, or form. Every single ingredient in my lipstick is new, and it is FDA approved. Again, I will give you proof right here. If you guys want to look over these documents in-depth and tear them apart, you go right ahead and see that they are not contaminated. Every single ingredient is FDA approved, and they are not expired. I want to ease your minds with that before even getting into all the nitty-gritty stuff of this video so that you're not sitting here thinking, "Oh my gosh, is it true that if I use this lipstick, it's going to hurt me in some way?" No, that is not the case, and now you guys have seen that, so let's move forward.
All right, so the first thing I want to touch base on are the little black dots or black holes that you guys are seeing. What these black dots are, are actually oxygen bubbles, and they are being lifted to the surface when my lipstick bullet is being cooled off. When it's going from a hot temperature, fresh out of the vat, and it's going to go into my actual component and just be cooled down so that the component cap can be put on top, in that process, sometimes those oxygen bubbles don't make it all the way through, and you'll see little itty-bitty almost black holes. It's not actually like black holes; again, it's not mold; it is oxygen, and it is 100% safe. It is not going to hurt you, but seeing those dots are not pretty, and you don't look at that component, you don't look at that lipstick and think, "Oh yeah, I want to put this on my lips." So if you're experiencing that, please contact help@jaclyncosmetics.com, show us a photo of your product, and we will send you not only a full refund but we will also give you a brand new lipstick that does not have any of those issues that you're concerned about.
The second thing I want to touch on is the texture and the grittiness that you guys are seeing in your lipsticks. Now, although this is not happening to everybody, it's still happening. Basically, what this is caused from is the humongous vats. It's almost like I always want to use the word "beaker," but it's not like a beaker or smaller; it's like these gigantic huge vats in labs—like this gigantic thing that holds all of your lipstick and it spins and mixes everything up. That vat is not breaking down all my raw materials because we produce so many lipsticks so quickly. Again, all the products in these vats are 100% FDA approved ingredients and totally good and safe for you to use, but they're not being broken down small enough and smoothly enough, which I take full responsibility for. We made a lot of product in a very short amount of time, and although we all thought that it was going to be perfect and fresh, that's not the case. We moved too quickly, and because of that, the ingredients are not broken down.
I will say this: you're still going to get the same effect on your lips; they're still going to give you a nice creamy formulation; it's still going to look beautiful once it's applied, but it's not pretty to look at. When you apply it, sometimes you can feel a little bit of that texture, that grittiness, and that is so not okay. I want to make that right for you, and again, I'm going to reiterate it over and over to contact help@jaclyncosmetics.com. Of course, I will put that email in the video and down below. Contact them; all you need to do is show them any proof—a video, a photo, whatever it is—and we will take care of everything for you and make it right.
I know a lot of people are like, "Yeah, what if people are lying?" I don't even care; I want to make this right for my customers. This is my first launch, and it's very embarrassing. I'm not going to make it about myself in any way and tell you how I feel about this, but it's embarrassing for me to not see you guys fully happy, and I am so, so sorry that any of you are experiencing anything less than absolute perfection from my first launch. I will do whatever it takes to make it up for you. I will send you a brand new lipstick; I will pay for it myself; I'll give you a full refund; I don't care. I want you guys to experience the products that I approved, that I love, and what I want to create for my brand going forward.
Next, let's talk about the white fuzzies. This is the thing that gets me going. When I first heard the definition and the reason for these white fuzzies on some of these lipsticks, I 100% did not believe it. I got very upset and was like, "Why are you lying to me? Why are you trying to treat me like I'm an idiot? This is ridiculous; I need a better explanation." But after thorough investigation, we know what the actual issue is, and I know that a lot of you guys have a hard time believing this because I did as well. This is the truth: because my lipstick component is a silver shiny, almost metal-like material, my lab, instead of using a standard glove that they would use in the lab, decided to use white cotton gloves—these fluffy white gloves—because they didn't want the standard gloves to put any smears on this component or in any way have any sort of prints on it.
So they wanted to use a white fluffy glove. At first, I thought, "But wait, how are a couple of people wearing white fluffy gloves going to put this many fluffy white little fuzzies all over my products? That doesn't make sense, right?" Well, then once I started seeing videos, I started seeing proof, and then my team actually did our own investigation. It actually made a lot more sense in my mind, and I'll tell you guys exactly what that is. We have several people—up to 20 people—working on my lipsticks on the line every single day as they're being produced, and every single one of those people is wearing white gloves. When I tell you guys how many times a day they have to change gloves and put on new ones, it's crazy. Every time they need to take a call, they have to step off the floor, out of the line, out of the production area; they just take off their gloves and have to get brand new ones. When they walk back in, they have to take off their hair nets, they take off their beard nets, they replace everything. Once they come back in, they don't get to walk out, go to the bathroom, put on the same gloves, and come back in.
So when you think about 15 to 20 people working on a line, all replacing their gloves every 30 minutes, 45 minutes, hour, or hour and a half, it's a lot of brand new freshly white gloves coming into that region, which is spreading lint all over the product. That is not acceptable at all, and the second we saw this, we changed to different gloves that will not give this issue whatsoever. On top of that, they were cleaning my vats, which is the big humongous bucket that has my batches inside of it. They were cleaning those vats with this white fiber-like towel going through it, and that's been happening about once a day—sometimes twice a day, depending on how quickly we're moving through batches. So those two things combined are what you are experiencing: little white cotton fibers coming off of their gloves. It is so beyond unacceptable, and I'm so sorry this happened to you guys. For obvious reasons, we will no longer be making any more products with this lab because that's just not what you guys deserve.
So again, contact me and my team; we will get you a full refund and a new perfect bullet that does not look like that. But let me just say this: it is not harmful for you. This is not in any way harmful; it's just little white cotton fuzzies that come from a very sterile environment. Still not okay, but as much as you guys know, if it doesn't bother you, it doesn't bother you. I've had several people contact me, saying, "Oh, I don't care; it's white, and I often use it," and I'm like, "That's fine," but still, it's not perfect, and it's not what I want for my product. So contact Jaclyn Cosmetics, and we will figure it out and make it right.
The last thing I want to talk about is the melting issue. Even though you guys are seeing a lot of stuff on social media—like when I log on to social media, I'm just like, "Oh my god!"—from the backend of my brand and actually looking at emails, the biggest issue and the biggest complaint is actually the melting issue. It's actually 80% of our complaints. I know it's crazy, right? You would think that the grittiness and all that other stuff would be a bigger issue, but no, all the other stuff is only 20%, which is insane because social media is so loud and out there, and it looks so aggressive and terrible. But behind the scenes of what I'm seeing, I'm like, "All right, please contact me if you're having an issue; reach out. I want to fix it for you." You know, I want to prove myself to you, and I thought that I was going to do that when I first launched, but I made mistakes, and for that, I am so sorry. Please allow me to help make this right for you.
Anyways, about the melting situation, which is about 80% of complaints, like I said, people are receiving some lipsticks in the mail, and then they pull them out, twist them up, swatch them, and they break. They break in the center as you twist them up all the way; they'll break at the base, which is pretty standard. Even if you don't have a melted lipstick, if you roll it all the way up and you swatch it, chances are if it's an emollient-based lipstick, it's going to break at the base. So make sure that when you use your lipsticks, you do not roll them up fully all the way when you are using them—just a side note.
What people are experiencing is that they are showing up in the mail and almost having like a little sweat mark—like a little circular sweat mark or little sweat dots—and then when you swatch it, the lipstick kind of leans to the side, and then it's got a little line on it because it's a very creamy, very emollient-based product. So you really have to make sure that it's fully cooled down before using it. We did extensive tests on my lipsticks and shipping from here to there and all this jazz, but because of the climate right now, we are shipping to some people who are in such hot temperatures and such high degrees that my lipsticks are not surviving it fully.
My testing actually came out to about 140 degrees Fahrenheit, which means that my specific lipstick can withstand 140 degrees before actually melting all the way through, which is a very high temperature. But once these lipsticks are getting onto trucks that are, you know, a hundred degrees on the inside—these UPS trucks—and then they're sitting outside of people's houses, at their front doors while they're at work, and then they come home and pull it out, yes, they're not fully melted all the way through and just like a puddle inside, but they might have a little sweat dots on them. When you swatch them, they might lean to the side. So please give your lipsticks enough time to fully cool off before you go in and apply them. We are working on a solution for that for you guys right now, though, so that again, you're not dealing with anything that's going to dissatisfy you. I just want to make sure that you guys are happy; that's all that matters to me.
If there's anything I'm not covering in this video that I haven't seen on social media, please again contact my team and me, and we will take care of you. Now that I have been like spazzing going through all of this because I'm just so eager to get this video up, I really just want to take a moment to genuinely thank those of you who have reached out to me, telling me what's going on, and everyone on Twitter and Instagram who are genuinely sending me photos, asking me, and concerned. I am very grateful for your honesty. I'm very grateful for you coming forward and telling me what's going on because I want to fix this, and I would never know if you guys didn't keep me informed.
So I want to say thank you very much to everybody who has come forth because I did an interview about my brand a couple of months ago, and that's what I said in this interview. I said that my number one thing is I want my subscribers to be honest with me. I want them to tell me genuinely what they feel about my product so that I can continue to take your information and move forward with it and give you the best products that you guys could receive. That's very important to me, and I'm very sorry that this launch was not absolutely 100 percent perfect with a bow on it, but we will make it right for you. Going forward, we will no longer be experiencing these issues that we are having, and we are taking drastic measures to change that and make sure that everything is amazing for you.
I actually have had to pull several launches because I was doing them with this lab that I had coming up and had to change labs on several different products. So there's going to be a slight delay in some things later on, but that doesn't matter. I just want to make sure that you guys are receiving the best of the absolute best. So in the future, even if you choose not to be a Jaclyn Cosmetics customer, even if you lose trust in me, that's okay; I understand. I promise you guys all around the board perfect products, and not all of them were all around the board a perfect product, so I get it. But I'm going to work very hard, and I'm going to work very diligently to make sure that within the next couple of months, within the next year, you're going to look at my brand and be like, "Oh wow, this actually is good! She actually corrected her errors and learned from her mistakes," because that's exactly what I'm going to do.
I am so sorry for anyone who received anything less than perfect. I take full responsibility; this is my brand with my name on it and my team that I've created, and I am so sorry that you've received something that is not exactly how I described it to you. So that's it. I love you. Thank you for watching, thank you for listening, thank you for understanding. Contact help@jaclyncosmetics.com, and we will be back to you shortly. I love you so much, and I'll be seeing you soon!