Earlier this week, Jaclyn Hill's namesake makeup brand, Jaclyn Cosmetics, was the center of social media backlash following claims that the brand's first lipstick launch was significantly flawed.
Customers online spoke out about their concerns with the quality of the new product, saying they received damaged lipsticks with unknown black spots, white hairs, and mold-like splotches.
Now, Hill herself has publicly addressed the lipstick backlash in a brand-new video on her YouTube channel titled "My Lipsticks." In it, she discusses the main quality concerns from customers. "I want to talk about the melting issue, the white fuzzies, the black holes, and I wanna talk about the grittiness and the texture that you guys are experiencing," Hill says.
Hill explains that fans are receiving delicate lipsticks with sweat spots, and claims that user error is at least partially to blame. "People are experiencing sweat marks when it shows up in the mail," she says. "When you swatch it, the lipstick leans to the side and might have a line on it because it’s a very creamy, emollient-based product," Hill explains. "So you have to make sure it cools down before using it."
Hill goes on to defend her lipsticks, and explain that the product underwent extensive testing and can withstand extreme heat. "My lipstick can withstand up to 140 degrees Fahrenheit before melting all the way through, which is very high," she says. "But once these lipsticks are getting onto trucks that are 100 degrees on the inside, and sitting outside of people’s houses, they might have little sweat dots or lean to the side when you swatch them."
Regardless of everything, she said sorry to customers who got imperfect tubes and promised to put production of future products on hold until they address the issue.
They are also switching manufacturers from the initial lab that the first batch of lipsticks were produced in. "I wanna prove myself to you, and I thought I did that when I first launched, but I messed up and made a mistake, and for that, I am so sorry," she says.