WEST PALM BEACH, Fla. - Bigger, bolder, bombshell eyelashes.
"I really just wanted that extra oomph," explained Amy Schavolt.
COVERGIRL's Bombshell Volume mascara offers luscious lashes.
"It just gives your eyes a little bit of that pop," explained Schavolt.
It works with just two steps.
"It said use up to one to two coats on each side of the product and I did so," explained Schavolt.
Schavolt said she saw instant results.
"I had a couple of people say wow your eyelashes look really nice and I was all excited," said Schavolt.
In a blink of an eye those results were overshadowed by a clumpy gooey mess that Schavolt said was hard to get off even with makeup remover.
"I was wiping downward with the cotton ball and noticed a chunk of my eyelashes fell into the palm of my hand," said Schavolt. "I think it looks awful."
COVERGIRL said in a statement Schavolt's eyelash mishap is not typical and they haven't had other complaints.
We found other women are sounding off and adding their eyelash experiences with the new product to reviews on COVERGIRL'S website and other beauty sites.
Schavolt said she is worried most about how long it will take for her lashes to grow back.
Dr. Alan Bauman of the Bauman Medical Group repairs damaged eyelashes. We showed him pictures Schavolt took of her missing lashes.
"The eyelashes look traumatized," explained Bauman.
Bauman said Schavolt may have to conceal the lost lashes longer than she wants.
"Eyelashes can take some time to rebound. It can take like two to four months," explained Bauman.
Over time, problems like Schavolt's can lead to permanent damage. Bauman said consumers should choose products carefully.
"There's a pushing of the envelope so to speak," Bauman explained of beauty products as more try to deliver runway worthy looks in seconds.
"With each of the cosmetic enhancements there comes some risk," said Bauman. "The consumer has to be careful what they choose it can be buyer beware."
You also need to know how to carefully remove these products. COVERGIRL said the Bombshell mascara wears like a waterproof mascara so it can be more difficult to remove than regular mascara. The company said you should allow the makeup remover to sit on your lashes for a minute as it soaks in, and then wipe away the mascara.
Bauman also said women should not pull at their lashes while removing eye makeup. Make sure you gently wipe down.
COVERGIRL sent Schavolt a coupon in the mail for a future product.
UPDATE: Since our story first aired, we pushed COVERGIRL for answers about its packaging. With so many women complaining, even on the company's own website, we wanted to know why the packaging doesn't say it wears like a waterproof mascara and may be difficult to remove. The mascara package just says that you should remove the mascara with COVERGIRL makeup remover.
After we began pushing for more answers, COVERGIRL responded saying it is updating its packaging to suggest women use an oil-based remover.
It believes some women have had problems because the product is long lasting, and the new packaging will make consumers aware of this. The new package is due out in September.
The company said that change was a result of listening to women's comments about the product and was already in process before our story. However, when asked before our story aired if they had other complaints we were told "We have not received additional complaints of this issue." COVERGIRL now says they made a mistake telling us that they had not received other complaints.
Second COVERGIRL statement:
COVERGIRL values all feedback from women who use our products, and takes their input and reviews to heart. Many women have told us that they love a dramatic, dark lash look from a mascara with staying power. But, some other women have said they find mascaras like Bombshell difficult to remove. So, we've taken steps to more broadly communicate the need to use an oil-based remover with long-lasting mascaras. For example, there is a how-to video tutorial on our YouTube channel, and we regularly respond to questions from women who call, or contact us in social media. In addition, we are in the process of updating the Bombshell packaging to advise use of an oil-based remover. We still encourage anyone with comments or questions to reach out to COVERGIRL at 1-800-426-8374.
COVERGIRL full statement:
COVERGIRL Bombshell Mascara wears like a waterproof, and therefore it can be more difficult to remove than a regular mascara. Women should remove it gently with COVERGIRL Makeup Remover, another oil-based eye makeup remover, or baby oil. For easiest removal, allow the oil-based remover to sit on the lashes for about a minute and then gently wipe the mascara away. We have performed extensive testing on the product to ensure its safety and effectiveness and significant lash fall out is not typical. We are happy to talk more with this woman about her experience. She can reach COVERGIRL Consumer Relations at 1-800-426-8374.