Users suggested that Ashley received a defective batch of shadows, but ABH's Claudia Soare cleared things up in a statement.
"Subculture is super pigmented," she wrote on Twitter. "A little goes a long way. The product is drop tested by our QA before it's approved for production. It has to pass a drop test in order to shop and arrive to a customer safely through the mail. Now since our mattes are pigmented, they're soft pressed (within the specs that pass a drop test) but not so soft, that they would not pass that drop test. All production has a tiny % of leeway for random issues/defect because nothing is perfect. That's why we have customer service, who is happy to replace or return a product. You can swirl a brush around over and over again to get to the bottom of a pan, if you wanted to, but why would you? Regardless, the product is solid, stuff happen, and we have a good return policy when it does."
She explained that the powdery texture was because of the way the shadows were pressed, and that the brand's customer service would replace any unsatisfactory palettes.
"I like to take care of our customers. We will ensure that you're happy with your purchase. Since some concerns weren't handled by CS it's the weekend (they're closed) I addressed concerns. Ideally we need to give CS a chance, as I'm one person. This means that it's impossible for me to do my job, and service our customers via social media."
She even reached out to Ashley herself to let her know the palette was exchangeable.
The good news is, if you still want to buy the palette, it lands in stores on the 15th so you can test it out in real life before you buy.
Really, though, will this Subculture melodrama ever end?
It's tearing us apart... because we really want this thing, TBH.
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