Jaclyn Hill is already under fire for her debut makeup line, Jaclyn Cosmetics.
The YouTuber's first launch from her namesake brand dropped on May 30, which features 20 shades of nude lipsticks.
Although it didn't take long for the products to sell out, many of her customers aren't happy with the quality of the lipsticks since receiving them. Fans took to social media to share pictures of the lipsticks containing holes, plastic particles or unknown fibers that resemble hairs, questioning whether they are expired. Some just complained about the overly soft or crumbling consistency of the lipstick.
Hill, who boasts over 6.2 million followers on Instagram and 5.9 million subscribers on YouTube, addressed the controversy on Twitter to apologize and to ensure that she and her team "are working very hard on finding out exactly what is causing the 'grittiness & bumpy' texture" on the lipsticks.
My team and I are working very hard on finding out EXACTLY what is causing the “grittiness & bumpy texture” on some of my lipsticks. I am so sorry to see some of you dissatisfied with my product. I will make it right for you & learn from this mistake! That’s a promise❤️
She also responded to the unknown fibers, saying it is not hair but rather a result of the "new white gloves" the factory used for quality control. The 28-year-old beauty influencer added they have switched to rubber gloves to nix any shedding.
If any of you are receiving lipsticks like this.... please know that this is NOT hair! My factory used brand new white gloves to do quality control & they shed all over my product!? We switched to rubber gloves 2 days ago & will make sure this never happens again. https://t.co/qn6UTUJzRE
A spokesperson from Jaclyn Cosmetics also released a statement on Tuesday:
“The response to the launch of Jaclyn Cosmetics has been incredible. Of the incredible volume of orders that were placed at launch, we believe less than half of one percent of orders were impacted by compromised product. We are actively reaching out to our customers with questions and concerns and have added to our customer service team to make sure that any questions are swiftly addressed. We are keeping an eye on the Jaclyn Cosmetics social channels and firstname.lastname@example.org, and welcome all feedback. We love our customers and are proud of our successful launch.”
Fellow beauty YouTube stars posted their own reviews on the lipsticks. RawBeautyKristi even viewed the lipsticks under a microscope, which revealed holes and fuzzy-looking fibers.
This is what Sofia looks like after the 10 one direction swipes. This lipstick in my oppinion is almost too soft. It has the consistency of a body cream to be honest. That was evident when I was washing it off my arm. I didn’t have any hard pieces or bumps. #JaclynHillCosmeticspic.twitter.com/hrEmxQ15Mm