• On Sunday, a Twitter user started a poll in which they asked people to vote on whether or not they received refunds from Jaclyn Cosmetics, a beauty brand created by YouTuber Jaclyn Hill.
  • Out of the 123 people who voted, 29% said they’ve gotten a refund from the brand. The remaining 71% of voters said they have yet to receive their money back.
  • INSIDER was not able to verify if every person that answered the poll responded honestly or was a Jacyln Hill customer seeking a refund, however others on Twitter have said they have not received a refund, too.
  • In late June, Hill said on Instagram that she’d be refunding every person who purchased her lipstick, which many said was contaminated and caused swelling and bumps.
  • Visit INSIDER’s homepage for more stories.

Despite having deleted her social-media accounts, it seems YouTuber Jaclyn Hill is still being bombarded with complaints from people who say they purchased lipsticks from her brand, Jaclyn Cosmetics.

On Sunday, a Twitter user created a poll in which they asked people to vote on whether or not they’ve gotten refunds from Hill’s brand. After more than 100 people voted, over 70% of participants said they have yet to receive their money back.

INSIDER was not able to verify if every person that answered the poll responded honestly or was a Jacyln Hill customer seeking a refund, however others on Twitter have said they have not received a refund.

The accusations come nearly one month after Hill took to Instagram in June to promise that she’d refund every person who purchased lipstick from her brand.

More than 85 Twitter users said they have yet to receive a refund from Jaclyn Cosmetics

On Sunday, a Twitter user named Brit Clarke asked her followers if they'd received a refund from Jaclyn Cosmetics. She also included a poll where people could vote either "Yes I have" or "NOPEEEE!"

"Just out of curiosity, has everyone received their refunds from Jaclyn Cosmetics' initial launch?" Clarke wrote.

https://twitter.com/_BRITCLARKE/status/1150467326711664640?ref_src=twsrc%5Etfw

The following day, Clarke followed up on her poll, saying that out of 123 votes, 71% of people said they did not receive a refund.

https://twitter.com/_BRITCLARKE/status/1150830966056914946?ref_src=twsrc%5Etfw

Speaking to INSIDER, Clarke said the results of her poll were "insanely disappointing."

"Out of 123 people that voted in my poll tweet, 71% have yet to receive their refunds," Clarke told INSIDER. "And the brand and owner have since ghosted the internet after announcing that all of their customers will be refunded without question three weeks ago."

"I can only imagine the percentage if thousands had replied," she said. "I will never support this brand again after seeing such disregard for their consumers and poor customer service."

While the poll voters are anonymous, other people on Twitter said they didn't receive a refund. Some also said they had to dispute the charge with their bank in order to get their money back.

https://twitter.com/BellaAmandaJM/status/1150863386282012672?ref_src=twsrc%5Etfw

https://twitter.com/jackie6quinn/status/1151595247001985024?ref_src=twsrc%5Etfw

Another person on Twitter said they received a refund after "a long time" and "a lot of complaining."

https://twitter.com/MeganFitness77/status/1151017923340881921?ref_src=twsrc%5Etfw

Some people became so frustrated with the brand's refund process that they even suggested sending Jaclyn Cosmetics lipsticks to Hill's PO box, where she accepts gifts and fan mail from her followers.

https://twitter.com/dorset_biker/status/1151723061743366144?ref_src=twsrc%5Etfw

Speaking to INSIDER, a Jaclyn Cosmetics customer said she hasn't received a refund after requesting one more than three weeks ago

Kayla Burkentine told INSIDER that she's "always been a fan of Jaclyn Hill and her collaborations with Morphe," and purchased her lipstick in the hopes that they would be made with "the same quality and attention to detail."

"After ordering my lipstick, it took quite a while to be delivered, so I expected it to be worth the wait," Burkentine told INSIDER. "It clearly wasn't because I- just like many others - found a small black hair in my lipstick."

Burkentine said she became "really disappointed" after receiving her order, and even more so after Hill released a video titled "My Lipsticks" on YouTube, in which she said her products are safe to use.

Burkentine says that she has yet to receive her money back after requesting a refund more than three weeks ago.

"I felt like she was avoiding the problem for a while, and not giving any answers," Burkentine said of Hill. "In that video, she said that ALL customers would be receiving a refund and a new lipstick."

"Apparently, she isn't replacing lipsticks anymore, and I still haven't gotten a refund," she continued. "It's upsetting that a company doesn't stick to their word, especially when public health and safety are in jeopardy."

Jaclyn Cosmetics discussed its refund policy on Twitter in early July

On July 3, Jaclyn Cosmetics took to Twitter to address concerns from customers who asked for a refund.

"Still no refund?" a Jaclyn Cosmetics representative wrote on Twitter. "The team is working to resolve the following outstanding payments: PayPal refunds, chargebacks, partial refunds, customers who purchased with Visa gift cards or similar."

"Contact us with any questions at [email protected]," the tweet continued.

In response to the brand's tweet, many defended Jaclyn Cosmetics and its founder. Some also said they received a refund for their lipstick purchase.

On the brand's website, Jaclyn Cosmetics also asks customers to allow a week for refunds to return to their accounts.

"It can take up to 7 business days for your full refund to post back to your account," the website reads. "If you have any questions, please email me at [email protected]."

jaclyn cosmetics

Foto: A screenshot of the Jaclyn Cosmetics website taken on Thursday.sourceJaclyn Cosmetics

Hill previously said she'd refund every person who purchased her lipstick

Nearly one month ago, in June, Hill addressed her lipsticks - which many say are contaminated and have caused lip infections - in a now-deleted Instagram story. She said in the video that she planned to "push back several launches" for her brand, and promised to refund every customer of Jaclyn Cosmetics.

"I have decided and made the decision to give every single person who purchased one of my lipsticks a full refund," Hill said. "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."

Read more: YouTuber Jaclyn Hill says she'll refund every person who bought lipstick from her brand, but some people think the products need to be recalled altogether

"But I don't care if 195,000 people loved a lipstick," she continued. "If three 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."

http://instagr.am/p/BzB23BSlBcA

Hill then said her refunds will include shipping and tax, and that customers "don't have to do anything" to get their money back.

"You guys don't have to do anything, there's no call to action," Hill said. "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 seven business days," she continued.

On July 5, a representative for Jaclyn Cosmetics responded to a customer on Twitter regarding the brand's policy on not issuing replacement lipsticks and instead offering refunds.

"At this time we are unable to commit to a replacement date because we are working on finding a new lab partner to reformulate," the brand representative wrote in a tweet. "We will make it up to you as soon as we are able to though! Thanks for your patience."

Representatives for Jaclyn Cosmetics did not immediately reply to INSIDER's request for comment.

Have you had a negative experience with lipsticks from Jaclyn Cosmetics? Email [email protected].