Wednesday, October 10, 2012

New Glossybox Canada Pricing



When I first read the e-mail about the new Glossybox Canada pricing, I wasn't quite sure what to think. On one hand, I wanted to cancel my subscription. On the other hand, I was hopeful that the boxes would finally start to match the caliber of some of the Glossyboxes offered in other countries. The e-mail notification we received above was pretty vague and I had a few questions, which I e-mailed to Glossybox Canada as follows:



In the meantime, I also did some research on the company's Facebook page and was encouraged by replies from Glossybox to the effect that the boxes would be increasing in quality. However, when I received a response to my e-mail from customer service, I kinda felt like I was being given the runaround:



This response really confused me because I thought Glossybox charged one month in advance per this screenshot, which I just took today (October 9). Note that the $15 price is still on the website so "all new subscribers" aren't really paying the increased price.



Since I wasn't really satisfied with the original response, I tried again.



The response I received next was a little more direct, which I appreciated.



I looked at my history of payments and the response I received from customer service appears to be correct (oopsie!) - while it didn't start out that way, Glossybox seems to now be billing in the same month that the box is received. I guess that also means that the website is incorrect? Still a bit confusing but at least I know I didn't make an extra payment somewhere. The part about the refund was news to me but very good to know.

All that being said, the line that stood out to me the most in the response was this one:

we currently do not think that we have "drugstore" brands in our box, however some may say that we do

For real? I know Glossybox has been inundated with feedback from subscribers on the price change and, to be fair, I received a very prompt reply to my inquiries. I know the definition of drug store brand can be a difference of opinion but this part of the response was oddly infuriating to me. I think it's because I feel Glossybox is always trying to gloss over (heh) the issues raised by subscribers.

I also wish Glossybox had grandfathered the current price for existing subscribers for a little while longer but I have a feeling the company does not mind losing a few of us. With a 40% increase in price, Glossybox could essentially lose around 28.5% of subscribers without taking a hit in the overall revenue. Will a larger percentage of subscribers cancel? It appears so from the Facebook page but I suspect there is still a large majority who will pay the higher price.

As for myself, I will pay the $15 grandfathered price for the October box but, depending on the contents, I will likely cancel in either November or February (I might stick it out to see if Glossybox will send an extra for its one year anniversary box). While I love the surprise of beauty boxes, I think I would rather save the $21 each month to purchase a full-size product that I really love. Or I may try some of the other subscription services out there like Beauty Box 5, which seems to have improved and is still reasonably priced.

What do you think of the price increase? Will you stay subscribed to Glossybox?

26 comments:

  1. Replies
    1. i know... i didn't really see that one coming. quite a hefty increase too!

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  2. I love that you've done this leg work/research. I've communicated with Glossy Box in the past and have been treated like a moron. (I wanted them to deliver my box to my address as I live in the 'burbs and all my mail is delivered to a box that I have to open with a key anyways) I'm feeling like they (with the great box last month) are pulling a fast one on their subscribers. They gave us a great box where most people were so excited and rejuvenated by their service and then hit us with a price increase. I've yet to see an appropriate explanation why their price is going up and your response from them "We will continue to not have the same things as our US sister company, as they are a separate entity from us" WHAT!?!?! Then why the line in the e-mail "North-America wide pricing"? If they are not the same company,then there is nothing to align. It was just a nifty line to sound like they were aligning their company and business practices, when in reality all it is an excuse (that now we know isn't even legit). If Glossy box would have said something along the lines of "We didn't realize postage was going to be so expensive" or "getting samples from Wella costs more money that we could afford" I would have been more down with that. But this is just a ploy, and man, it makes me cranky. I wish they'd stop treating their subscribers as if we were stupid. I find Glossy box to be very devious in their transactions and to be totally honest, I don't know if I can support a company that relies on some shady communications tools to pull the wool over the eyes of the people who pay the bills - us! Sorry for the rant, but I have a real problem with companies who behave so badly.

    Thanks for the great blog! I love reading it! :)

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    1. i'm very glad you posted this because i have felt too that glossybox treats its subscribers like idiots at times. when i got the initial response to my 3 questions, i was like, "are you kidding me?!" i'm also glad you pointed out the "north american-wide pricing" is really just a poor excuse to increase the price - i thought this as well but forgot to include it in my blog post. i wish glossybox would just be more transparent - i feel like the company is always trying to cover up inconsistencies and errors. no problem, i understand the need to rant... i had to work hard to make this post not read like a rant because i was really irked when i was typing it out!

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    2. OK, I had to unsub after reading all this and I posted about it too, linking this post and mentionning robin anderson's comment. Just to let you guys know :)

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    3. i was wondering what happened after reading your other comment... i will check out your post!

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    4. Hey Robin, you said exactly what I was thinking. I really feel like glossybox is disrespecting its customers and yea I believe they did the math about how many customers they can lose due to the price increase. That's why the chipper response when "glossys" say good bye.

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  3. Great post! I am so so disappointed they are increasing the price, especially since I loved the previous box. I will be unsubscribing after the price increase takes effect. There is no way I can justify spending 21$/month for a box of mystery products, which are primarily sample size, and which I may not use. I would much rather use that money to treat myself for a more high-end product I know I love or just anything, drug store product or now, that I know I will enjoy. It was a good run, though.
    -Natalia

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    1. thanks natalia! i am disappointed as well - i was really starting to like glossybox and was finally feeling like the subscription was worth the money. i am going to see what october will bring but even if i stay for a little while longer, i don't see myself keeping this box past january.

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  4. personally, i think glossybox canada is really hurting its overall brand with its ignorance to the extreme differences in products across countries.

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    1. i agree... i find it very odd that there's such a discrepancy.

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    2. I completely agree! I know we have FDA (not sure if it's the same in Canada as the USA but the people who reveiw drugs and cosmetics) regulations that are different than other countries, and as such we cannot get some things here as they cannot import them, but still, when you think of Smaller beauty shops, ie. not lush or sephora, import their products from all over the world, that glossybox as a multinational corporation with buying power and a brand name would be able to do the same.

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  5. I thoroughly enjoyed reading this post. I had no idea about the price increase. I really need to check my email more often.

    I've been on the fence about Glossybox for a while now, and this price increase is putting me off. I find that the brands / products, for the most part, do not justify the price tag for me. While the products are mostly full-sized (or "luxury sized" -- whatever that means), I only find a few of them useful. I'm really confused as to why they won't own up to the fact their boxes contain a majority of drugstore products. They even removed the "luxury product" tagline from their website. I have already been billed for the month of October, so I will see how that goes before making the decision to cancel.

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    1. glossybox's drug store brand comment definitely took me by surprise. i am thinking perhaps glossybox defines drug store brands as being private label/house brands like rexall or life brand? in which case, it sounds like glossybox might be in denial. who knows! i'm in wait-and-see mode too. we'll see what the october box brings.

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    2. Hahahah glossybox is in denial oh Leslie you are so funny

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    3. hehe, the comment was just so weird. literally every review i've read, supporters and critics alike, says that glossybox includes drug store brands. haha, glossybox should have said: we currently do not think that we have "drugstore" brands in our box, however everyone else says that we do

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  6. Thanks for sharing your communications with us. The comment about them treating us like idiots really rang with me since I had an experience with their customer service that was quite bad that ended with an angry email from me to them. I actually ended this email with, "Thank you for an HONEST response that does not take me for a freakin' fool!"

    That's it, I am cancelling now. I really am interested in seeing my next box and what's in it and at the old price that suits me fine but I don't want to support the shadiness of this increase in price. If I feel the need for another box than Topbox later I will go back with Glymm.

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    1. customer service is so important to me. i have a very hard time staying with a company that i felt did not care about having me as a customer... this is the impression i'm starting to get from glossybox.

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  7. They already charged me for October, but after that I am cancelling. I just cant justify it anymore and the fact that they are treating loyal long-time subscribers like idiots really puts a sour taste in my mouth. Thanks for doing all this work for your readers. I really appreciate it.

    :) Chelsey
    My Beauty Full Adventure

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    1. thanks chelsey! i totally agree that this company is leaving a sour taste in my mouth. i just noticed today that i am only a few glossydots away from a free box so i am planning to cancel after i use up my glossydots.

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  8. Great post lesley! Glossybox is so shady and the $15 didn't really reflect the value of the box from the very beginning. I stopped talking about them because it didn't deserve my time. After redeeming my last glossydots, I'm completely done with Glossybox. Way to go Glossybox Canada, you made the entire Glossybox franchise look bad.

    Samantha
    Nailartcouture

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    1. thanks samantha! i've only started loving the last couple of boxes but the evasive and condescending customer service has really turned me off. plus the price increase is too much.

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  9. I don't mind paying extra if the contents are worth it. But I don't want to pay extra so they can revamp their website, etc. I'll stick it out a few months and see how it goes.

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    1. i'm with you on that one - i don't want to pay 40% more just for a fancy website!

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  10. I loved your post, and feel the same way. What's their anniversary month though? And do u think they'll do anything special for xmas? Might unsubscribe then subscribe again but $21/month is really unreasonable

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    1. thank you for your comment! i'm not sure if they'll do anything special for christmas... i certainly hope so! :) i got a little bonus sample for their 6 month-aversary because i've been with them since the beginning so i was thinking the 1 year anniversary might contain a bonus too? after that though, i'll definitely be unsubscribing and then just re-subscribing when i see a box i like. :)

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