Ever heard the retail maxim, “The customer is always right.” Well it’s real. Unless you’re Z Palette, a magnetic palette makeup company that’s sold online and abroad. Recently, Z-Palette has been caught under fire for bullying customers in the comments section of their social media channels.

First, a bit of background on Z-Palette. The brand has been around since 2009, and has become increasingly popular for customizable makeup palettes, which you can use to insert any makeup pans you’d like. (Very smart. We’ll give them that.) But according to Seventeen the social media war between Z Palette and their customers started with the promotion for their new product, the Z Potter, an $85 machine that removes makeup from its original pot so it can be transferred to a custom palette. As with any new launch, fans sounded off liberally, expressing thoughts good and bad on the brand’s Instagram page. A few compared the product to a hot plate, which TBH it does strongly resemble. Z Palette, it’s fair to say, did not take these comments lightly. The brand’s account continuously responded to several customer remarks with offensive commentary. “You look like a cheap date, but we’re not messing with you” one post read; “Thank god we don’t need your money” said another. Some fans noticed the hostile tone and thought Z Palette may have been hacked. (No dice.)

Later on, the company posted a long missive. But if you’re thinking that was a conciliatory letter, think again. Instead of apologizing, the company stood behind their behavior. “Many times we adopt the face of the ‘company’: stoic and implacable in the face of harsh ‘commentary’. Sometimes we do not,” one section read. “It’s not how many friends/customers you have, it’s the quality of those customers,” a later passage stated. The company eventually deleted the post. Following the fiasco many fans, makeup artist, bloggers, and partnering retailers including Boxy Charm have decided to cut ties with the brand.

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After scrolling through the brand’s accounts, it appears they have cleaned up their comment sections, and hopefully it stays this way. Bottom line, no one should be intentionally offended for simply stating their opinion on a product, even if you don’t like it.

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