Jaclyn Hill deleted her social media accounts and stripped her company’s website following the disastrous launch of her So Rich lipstick line. Last week Hill announced that all customers would receive full refunds after thousands of people found white fibers, black hair, metal, plastic, and dirt inside Hill’s lipstick.
In a drastic step, Hill’s social media footprint became much smaller. On Saturday, June 22, Jaclyn Cosmetics announced on their website that they would be refunding everyone that purchased “So Rich” lipsticks. The decision to refund consumers followed two weeks of pressure by customers and industry insiders to recall the products.
The company wrote on its website,
“Over the past few weeks, consumers have brought forward a number of quality issues with regard to our So Rich Lipsticks. We’ve taken this feedback very seriously and have been conducting a thorough investigation of each issue brought to our attention. We’ve also taken time to perform extensive additional third-party testing on the product to ensure we’re giving you the most accurate information possible.
We’ve determined that the quality of more than enough of our So Rich Lipstick production did not meet the standards we aimed to achieve. As such, we’ve contacted everyone who purchased the product to issue a full refund (including shipping charges).“
The following day Hill uploaded an Instagram story where she shared her frustration and embarrassment with fans. Hill blamed issues with the lipstick on the production process at the lab that made the lipstick. She held back tears and admitted she may not have been as diligent as necessary before the lipsticks went to market.
To add insult to injury, Makeup Geek CEO, Marlena Stell, uploaded a video on YouTube and shared her disappointment with Hill for refusing to recall the lipstick. Stell told viewers that she believed Hill used a lab that is known to produce substandard products. The Makeup Geek CEO said that she saw Hill at the lab in 2016 when she was there to work on Makeup Geek counselors.
After spending months preparing to launch the concealers, Stell said the products arrived contaminated with hair, grit, dirt, and debris inside them. According to Stell, her company scrapped the product launch because the products were not safe to sell. Based upon her experience, Stell said she warned Hill not to use the lab for her cosmetics.
After Stell uploaded her video, Hill deleted her Instagram and Twitter accounts on June 26. Another account connected to Hill, Jaclyn Hill Closet shared an update with fans later that day. The post read,
“Jaclyn’s social media accounts are down. She needs some time away from the criticism. Jaclyn is human, just like all of us, and we all make mistakes. I can look back at quite a few in my life. It’s not easy when you’re down, and you see all the negativity. Some forget Jaclyn has had great success as well. I don’t need to list them in this post. But I will say her kind heart is one of the greatest attributes and that to me is a success.
I know I will also be attacked by some saying how can I know this information. Her boyfriend’s mom is a very kind person and follows me. I messaged her because I was worried. Jaclyn is safe. She just needs time.”
The update by Jaclyn Hill Closet is the only update customers have heard about Hill since June 26. On Facebook, Twitter, and Instagram, Jaclyn Cosmetics has not posted anything since June 22nd.
When WOACB checked the company’s website, the company scrubbed all images of the “So Rich” lipstick. Users now see a gray screen that says, “Jaclyn Cosmetics will be back. Sign up for updates.”
The only evidence left related to the failed lipstick launch is f0und underneath the FAQ tab.
For now, there is no word about when Hill will return to social media. On Twitter, fans and critics seem confused by the beauty guru’s slide into obscurity. Many called out Hill for retreating and hiding during a time when customers and fans deserved answers.
Jaclyn Cosmetic’s Twitter and Instagram are still up for customers that need assistance. Additionally, email firstname.lastname@example.org is still valid. WOACB sent a test email to the address and received the following response:
Whatever people believe about Hill, her choice to delete her social media is an odd choice. However, we at WOACB hope that the move is only temporary for Hill. Customers and fans deserve more from the beauty influencer. Running away from the problem will not make any of this go away.