Monday, January 7, 2013

Glossybox Canada Reponse - An Update

Warning: This is going to be a long winded post that may come off as a bit of a rant. This is not my typical style for posts but I thought this issue merited an update. As much as I tried to make this post seem non-ranty, this was the best I could do.

Further to my review of the December Glossybox, here is the response that was posted on the Glossybox Facebook page in reference to the discontinued Avon products that were included in this month's box:



I am glad the overall tone of the message is apologetic and does not come across as defensive for the most part. However, I believe the only reason for this is because of the public relations maelstrom on Facebook - I think Glossybox was essentially backed into a corner to provide an apologetic statement. Note that subscribers who are not on Facebook (or who do not read reviews of beauty boxes) would likely be unaware of the whole old/discontinued product issue as Glossybox did not send out any e-mail updates about this.

I just want to make 3 points about this message:

1) The message does not provide any real information. The only information that Glossybox actually confirms is that it sources products from third party suppliers. We already knew that because Avon and Revlon themselves indicated that they did not partner with Glossybox - thanks to the diligence of a few subscribers who contacted the brands and posted the findings on Facebook.

2) The use of third party suppliers makes me feel that the price increase (and higher price in general) is due to Glossybox having to pay for "filler" in our boxes because the company does not have enough brand partnerships in place. The use of a third party supplier worries me a little because Glossy box does not seem to have a lot of information about the products being sent to us and can dodge accountability by pointing to the supplier. As an extension of this, I feel that we as customers can neither rely on Glossybox nor the brand itself for reliable information when products are provided by a third party.

3) The kicker for me is that this message further indicates that Glossybox is in denial about its products. First, Glossybox responded to one of my e-mails telling me that they do not believe they include drug store brands in their boxes. Oh, ok. Now this:

... We’ve communicated with our supplier in Europe, who has been a reliable GLOSSYBOX provider in the past,
and they have reassured us that the product is in date, new and unopened, but we are devastated if our GLOSSIES are upset.

What? In what world are these Avon products, some from 2005, "in date"? Sure, they may be new and unopened (hopefully) but they are certainly not, by any stretch of the imagination, "in date". Glossybox seems to have a knack for downgrading the credibility of its entire message with one little nuance.

I understand that only 2 of the smaller items in this month's Glossybox were the focus of this public relations nightmare but, to me, this whole situation speaks volumes about the company's business practices and integrity. I have cancelled my subscription. This is the first time I've "broken up" with a beauty box and if you follow my blog, you'll know this was a long time coming. I will be receiving the January box (as I was charged for it today) but that will be my last one.

A lot of people are very upset with this issue but, on the other hand, a lot of subscribers think the issue has been blown out of proportion. How do you feel about it? What did you think of Glossybox's statement? Will you be giving Glossybox another chance?

22 comments:

  1. Wow... Glossybox Canada is so ridiculous. Increased price point without any quality increase, abundance of drugstore brands, lack of priority placed on client servicing...

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    Replies
    1. i couldn't believe it when i opened the december box and it was literally all drug store brands!!

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  2. I canceled as well... there is a lack of transparency (can I say that in English? sorry haha) that makes me feel really uncomfortable. Their reaction is not professional : instead of giving answers, they play with words. I prefer to give my money to a company who really care about quality assurance.

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    1. i couldn't agree with you more - you said it perfectly! it makes me uncomfortable as well and i would definitely prefer to support other companies.

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  3. I'm canceling as well. I wanted to use my Glossydots to pay for January (I would've had enough after the December surveys), but since that didn't work out, I'm using my dots for a box in February and that's it. I am really annoyed by all of this, and I don't like the fact that they are basically calling their subscribers liars.

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    Replies
    1. i stayed for longer than i planned due to being very close to having enough glossydots for a free box... and since i've nearly been subscribed for a year, i figured i might as well stay for the 12th month to see if there are any bonuses. i contemplated cancelling before they charged me for january but i couldn't decide in time!

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  4. I broke up with them as well and I subscribed to Ipsy instead, which seems to actually be providing high end products, and is less expensive. It's also co owned by a beauty guru from you tube,so I feel the company may have slightly more insight into what people expect from these boxes....

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    Replies
    1. i'm so tempted to sign up for ipsy but i want to give seasonsbox a try and there's my pesky goal of reducing my beauty box subscriptions to 3... i really want to try the big sexy hairspray in the january bag... maybe i'll buy a full size once i'm done my current hairsprays.

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  5. I'm new to the whole beauty subscription thing, but I will be cancelling Glossybox as well. They should have admitted wrong doing, asked for forgiveness and moved on. Instead, they skirted the issue and acted as if we were crazy to complain.

    If you want to see my box and review, it's here. http://mycleverdisguise.com/

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    Replies
    1. yes, i agree - there is never an admission of any wrongdoing, even when they are clearly wrong! thanks for the link... i will check out your blog! :)

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  6. wow this is awful. glad i never ordered one of their boxes as i was never impressed with what other people received.

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    Replies
    1. you were smart for staying away!! there have been some good boxes and products but a lot of disappointing boxes overall.

      Delete
  7. I've been following that too and they really just flat out suck. I don't have a lot of tolerance for this kind of thing and I unsubbed with the sketchy price increase - so glad I did!

    Next really iffy box is TNBB (The Natural Beauty Box) and it's on a whole other level of iffiness than Glossy. Actually, it's fraud. Really really weird things happening in beauty box land these days.

    ReplyDelete
    Replies
    1. i'll give a company the benefit of the doubt to a certain point extent but after a while, it does get annoying! i've been hearing some rumblings about tnbb but don't know much about the situation. saw you just posted something on your blog so i will check it out.

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  8. What? This is crazy...so Avon and Revlon didn't even partner with them but somehow the products ended up in the box? And old products on top of that! When I first read "discontinued" I just assumed that the products were not available anymore. Avon has a (bad) habit of discontinuing products really quickly - like within a few months of release even though they aren't limited edition. But to hear that it was discontinued that long ago - ack!

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    Replies
    1. yes... glossybox sourced the revlon and avon products from a "third party" - probably at a significant discount. i don't mind getting avon products (never tried any) and i love revlon products but i'd much rather receive products directly from the brand itself!

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  9. If Glossybox had even been somewhat apologetic and replaced the items.
    Maybe send out a email saying not to use the Avon eyeshadow? as I read on Facebook some people had eye irritation quite badly and one girl- her lips were burning from a lipgloss.

    I know not every beauty box co is perfect- I had a few small issues with one company and the company was super helpful and sent me extra samples .

    The whole "third party" makes me uneasy when it comes to cosmetics or personal items.
    I also do not think the purpose of a "premium beauty box" is to send old items-it makes the brand look bad and the box company gets a bad image too.

    and if I want to BUY a discontinued cosmetic that is my choice if I want to.
    I just bought a nail polish that was made in Fall 2011- the brand I buy has special seasonal collections and they name them by year.
    I knew this before buying,so to me that is fine.

    But old lip,eye and face items in a beauty box...that is not right at all.

    Glossybox also posted on their Facebook that you could still buy the Avon items and they would let us know where...
    They never followed up on that.

    Customer service just keeps on telling me "we are looking into it".

    ReplyDelete
    Replies
    1. i totally agree... i was hoping to stay subscribed until the anniversary box but i was so unhappy with the way they handle their issues that i had to unsubscribe. it just didn't sit well with me to give them any more money. i too would rather choose to purchase a discontinued product myself rather than receive one in a beauty box... and i too am uneasy about the whole third party vendor thing. :(

      Delete
  10. I see you mentioned TNBB,
    I am part of the makeuptalk.com forum and these is a whole discussion on their board about it.

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    1. i did look into that shortly thereafter and i think i will be staying away from tnbb!! thanks for the heads up. :)

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  11. So glad that I've cancelled. I've tried it for awhile, but after the price increase, I couldn't justify paying $21 for drug store brands. Glossy just emailed me about the 10% discount to try it again, but I doubt it's worth it. I'd love to try ipsy instead.

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    Replies
    1. i received that e-mail too... but i am not planning to sign up again any time soon. ipsy looks great and i've been hearing good things about lip factory too!

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