Jaclyn Hill Deletes Social Media & Scrubs Website After Failed Lipstick Launch

Jaclyn Hill Deletes Social Media & Scrubs Website After Failed Lipstick Launch June 29, 2019
Jaclyn Hill Youtube

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 help@jaclyncosmetics.com 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.


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  • Crazy Aussie Pagan

    I do hope Jaclyn does come through this and has learned this time (unlike other times) a valuable lesson and that she earns back the respect of those she lost through all of this.
    I’m still amazed that there has not been a full recall announcement of the lipsticks. Especially as the lipsticks are contaminated.
    But maybe there is some legal reason why she has not done a recall?

  • Callace

    The standard M.O. for those who are incapable of owning their mistakes. Lie, deny, distract … then disappear.

  • Friend

    I can feel compassion for anyone who tries to start a new business and has a horrible experience. It has also crossed my mind that Marlena Stell stands to gain by claiming she tried to steer Jaclyn Hill away from a sketchy production facility.

    But overall this is such a self-inflicted wound. The whole “beauty influencer” industry is unnecessary, overcrowded, and built on shallowness and fakery. In real life nobody looks remotely like any of these people. Some of them might be okay as friends and neighbors, but the projection of wealth and glamour is way too extreme, and the prices for merch ridiculously high.

  • Cozmo the Magician

    Gee, this reminds me of that time when Ford Motors had a problem with Pintos exploding from &#8203rear end collisions and the whole company just went into hiding

  • Wisdom, Justice, Love

    Social Media for many is about trying to be an influencer. The main problem, as you stated, is going after cliche overcrowded categories. How many of these brands will last 5, 10, 20, 50 years? Living for the 15 minutes of interest

    Teens have been an influence since the Consumerism explosion of the 50s and 60s; the Boomers would be influenced by TV and thus able to share opinions on things they otherwise wouldn’t be privy to (get yourself a Ford Daddio). So now “commercial appeal” means appealing to adolescent sensibilities.

    And the “beauty” industry is no different. Notice inexpensive and mid-range brands are targeted to young women to help them look older. An eleven or twelve year old might get the bubble gum glitter lipstick. Expensive brands are targeted at older women to help them look younger. No 18, 19 or 20 year old should need the age-defying, wrinkle-reducing firming formula.

    But now, instead of teens influencing each other in school environments; they’re influencing each other globally. Now there are thousands telling other thousands XYZ’s album is better than 123’s album. Or which sneakers are the flyest.

    I fear the new young generation may not understand the journey or adolesenece, and resist in an effort to avoid the struggle of responsibility for rent,, bills, etc. Constantly try to push a narrative online of how life is so awesome, so as not to fall behind the Joneses.

  • Friend

    Since all of these transactions took place online, I would think that all purchases are traceable, and a refund should be enough. I’d rather just toss the lipstick and get my money back. I don’t enjoy acquiring and printing out return labels, packing things up, and sending them back.

    As I recall (ha ha), one purpose of a recall is to provide refunds in person, and maybe replace them or (in the case of cars) make a repair. I don’t think manufacturers and vendors have an obligation to collect faulty items, do they?

  • Benny Cemoli ❖ Gold Verified

    I just wish these celebrities would stop using the term “lab” when describing their manufacturers and simply admit they use filthy, unregulated, backstreet Chinese and Indian sweatshops to produce their cosmetics and that the chances are good any purchaser isn’t going to get a really high quality product for the ridiculously high amounts of money these celebrities charge for their branded products. it’s just disgusting.

  • Benny Cemoli ❖ Gold Verified

    But maybe there is some legal reason why she has not done a recall?

    Because legally she doesn’t have to do a recall of the lipsticks? Just refund the money and instruct the purchasers to dispose of the contaminated product. No real need to send it back.