Friday, April 5, 2013

My Thoughts On Glymm

UPDATE: We have received official confirmation that Glymm has ceased operations - please click here for my blog post.

It pains me to write this post because I am so disappointed and angry right now. If you are active in the beauty box community and stalk Facebook pages like I do, you’ll probably know that Glymm has been MIA for pretty much the entire week. There has been a lot of speculation that the company has gone bankrupt or at the very least is undergoing significant restructuring. If you follow my blog, you’ll know that I am just a little bit anal so I wanted to gather some more information before publishing my thoughts.

I have been subscribed to Glymm since December 2011 and have gone through many ups and downs with this company. In September 2012, I subscribed to Glymm for a year to take advantage of the Polish Me Up promotion. I have received 5 months of products thus far (October 2012 to February 2013). There are 7 months remaining in my subscription (March 2013 to September 2013). While some of the boxes/bags have been disappointing in my 15 month relationship with Glymm, I have never had an issue with getting a hold of customer service until now.

Here is my history of calls and e-mails to Glymm this week that have all gone unanswered:

- Called Mon Apr 1 @ 4:30pm EST - no answer
- E-mailed Mon Apr 1 requesting status of March products still outstanding
- Called 5x Tue Apr 2 @ 3:20pm EST to 3:50pm EST - no answer
- Called Wed Apr 3 @ 2:50pm EST - no answer
- Called Thu Apr 4 @ 11:40am EST - no answer
- E-mailed Thu Apr 4 requesting partial refund for products not received
- Called Fri Apr 5 @ 11:20am EST - no answer

Prior to this, I would receive a reply to all my e-mail inquiries within 2 business days so this lack of response was worrisome. Glymm’s last update on Twitter was March 20, 2013. There have been sporadic responses to inquiries on Facebook up until April 2, 2013. However, all the responses have been vague promises of more information to follow. Glymm indicated that a “newsletter” regarding shipping dates would be sent out in the “coming days” but nothing has been received as of the date this blog post was published.

It appears that Glymm has taken the April payment from month-to-month subscribers despite the issues currently occurring with the company, which I feel is a highly unethical business practice. Thank goodness Glymm had enough sense to update its website to prevent you from checking out if you want to (a) make a purchase from the online store or (b) sign up for a subscription. Here is the landing page if you try to check out:



Due to the lack of response to my inquiries, I have since called my credit card company (MasterCard) to see if I could obtain a partial refund for products not received. The representative told me I need proof of bankruptcy to dispute my 7 outstanding months because technically Glymm could still say that the service will be provided. The other option is to call periodically to dispute a certain number of months. For example, I could call to dispute 1 month at a time or, if I don't want to call every month, I could call every 3 months (just to be safe and ensure that my call occurs in the 100 day period to dispute).

I did not want it to come to this as I was still enjoying the Glymm bags… I am extremely upset with the way this situation is being handled by Glymm. It boggles my mind that a company could be run this way. Fortunately, there is still an option to recover the money even though I purchased an annual subscription. It appears that credit card companies handle disputes differently so be sure to call your credit card company if you are in a similar situation.

This experience has been a huge eye-opener for me. When I first started subscribing to beauty boxes, I wouldn’t touch an annual subscription with a 10-foot pole. I didn’t want to be locked in and decided that I would only subscribe on a month-to-month basis regardless of the money I could save. Fast forward a year and I now have 3 annual subscriptions (including Glymm)… how easily I forgot my aversion to being locked in! Even though I will hopefully be able to get my money back from Glymm, the headaches and frustration are definitely not worth it.

Many thanks to the ladies on Facebook who have been diligently researching this issue and sharing the information… this blog post could not have been written without you!

To the company's directors on record at Registraire des entreprises Quebec, I have one word for you: KARMA.

62 comments:

  1. For a second I thought this was a photo of glymm's official announcement of bankruptcy! I knew it, when they were denying it months ago that it was going to happen soon if it hadn't already. They were always trying to take the points away, the point system... I feel like they may have given too many things for free by using this system. Although I disagree with the way they are handling things. I'm glad I cancelled way back when they first introduced the 'bags' instead of boxes. I always got the crappy versions of boxes from them anyway :<

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    1. i wish it were the official bankruptcy announcement! at least then i could send it to my credit card company as proof to get my 7 month refund. :(

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  2. ugh sucks! i HATE it when companies ignore their customers' inquiries. sounds shady to me. i hope you get your $$ back or they tell you what's going on.

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    1. thanks kathy... at this point, i just want to wash my hands of all this!

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  3. I recently had to ask my credit card company to help me get a refund on an item and they also needed me to send proof. Luckily, I keep diligent records of all my online purchase and was able to get my refund fairly quickly, but it was still a hassle. I hope you can get your refund without too much grief!

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    1. i hope so too... i am pretty diligent about keeping records too so i think i will be ok to provide proof. it's just annoying to have to go through this. even if i have to dispute month by month, i will definitely do it. it's only $10 per month but it's the principle more than anything. i'd do it even if it were $1 hehe.

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    2. I hear you, people need to be held accountable!

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  4. I'm not a subscriber to Glymm anymore. My subscription ended January 2013 (thank god!) and moved onto Topbox since December 2012 (good timing) but I still follow their facebook page to see what others have been getting, or in this case what's going on with the company. When they post their promised newsletter, can you post it on your blog?? Just curious as to what they say!

    I hate how their responses or excuses are always so vague. "We are making some changes to make our site more beautiful." What does that mean?! Are they redesigning their site? Lol jeeeze... So unprofessional. I hope Topbox doesn't become like Glymm.

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    1. your subscription ended in the nick of time!! yes, i will definitely post any updates on my blog. hopefully we will hear something next week but i'm not holding my breath. i thought the landing page was very weird... i'm glad i wasn't the only one! i guess anything can happen but i don't think topbox will become like glymm... topbox's customer service ranks very high in the beauty box world. crossing my fingers anyway...

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  5. I also subscribed to the 1 year subscription when they had the PolishMeUp promotion. I am so dissapointed right now, I really didn't hate the bags all that much. But I don't want to stay subscribed only because I feel that Glymm has horrible business ethics.

    Please post an update if you ever get your remaining 7 boxes refunded. I also want to refund my remaining bags, but I don't have the time at the moment to constantly beg Glymm to refund me my money (I've already email twice and no response).

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    1. i was enjoying the bags and would have been more than happy to see my subscription run its course. i gave glymm the benefit of the doubt as long as i could and i am extremely disappointed by the turn of events. at this point, you will probably have to contact your credit card company to get the money refunded... that's the route i'm pursuing... but i will definitely post updates when there are further developments.

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  6. That's ridiculous! Whoever handles their crisis management needs to get on this, QUICK.

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    1. i don't think there is anyone left at the company! i tried calling all the extensions this week - PR, accounting, etc. and there was no answer at any of them. either they are all avoiding calls or everyone has gone bye-bye. :(

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    2. I looked up the company and some employees on LinkedIn. It still says "- present" on some of their profiles. Maybe people should start messaging them about what's going on on there! hahaha

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  7. This is the scary part of these beauty subscriptions...my fear is that they are a 'fad'...how can they have longetivity....and what you are going through right now with Glymm is totally unacceptable...Unfortunately, it appears that there is something shady going on with the company....I hope that anyone on a monthly subsciption puts a stop payment on their credit cards...Lesley, I'm so sorry that you prepaid for the year...I always get wierded out about prepaying for these things...I did prepay with SeasonsBox...lets hope they don't follow suit! Good luck with this situation and hope Glymm picks up their pants or the very least, if they have stopped production, you get a refund for your unreceived boxes! Maria

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    1. thanks maria! i agree that beauty boxes may be a fad... not sure how long they will last but perhaps the good ones will have more longevity. i pre-paid for seasonsbox too but i think we will be ok with that subscription as the service is outstanding... and lightyears apart from glymm. the seasonsbox founder is also very transparent and seems to have a strong sense of right and wrong, which is not something i can say for the glymm co-founders.

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  8. Horrible! I believe my yearly subscription finished in December and I was thinking or re subbing for the polish me up promotion. Something held me back and am kind of happy I didn't get myself into it! Sadly many wonderful ladies are dealing with this unethical ordeal! I hope it get sorted out sooner then later!!This is just completely sketchy and shady on their part.

    romanianbutterfly206.blogspot.ca

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    1. thanks ashley! i wish i had listened to my instincts when i was doubtful about subscribing for the polish me up promotion. glymm has actually cancelled my monthly subscription and the onus was on me to sign up again for the annual promotion. i hesitated for a long while but eventually did sign up, thinking the deal was too good to pass up. i'm definitely paying the price now... literally!!

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  9. I'm so sorry to hear that Glymm subscribers are going through this. Accepting payment for no products and misleading consumers is SO unethical. So, I did a little sleuthing and found someone you can contact. They list themselves as a co-founder of Glymm, so I'd go and send him a message: http://www.linkedin.com/pub/paul-fournier/23/6b0/a44

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    1. thank you for the link! someone had posted that on glymm's facebook page and it was later taken down (that was probably the only reason glymm started responding... because the co-founder was called out!)... i contemplated contacting him but i can't send him "inmail" unless i upgrade my linkedin account. i've been trying to find an e-mail address but haven't had any luck yet.

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    2. https://www.facebook.com/paul.fournier.585

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  10. I can't recall if I receive the March box yet. I think the last one I got was the hearts vday one. Very disappointing Glymm!

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    1. glymm has definitely not sent out the march bag... that's the one they are stalling on and saying there will be an update "shortly" about the shipping dates. :(

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  11. I am sorry to hear about this! I hope you get your refund. Can you at least tell the credit card company that you no longer authorize future charges? Good for you for publicizing this - maybe the media will catch wind of this and the bad press will get the company to issue refunds.

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    1. thanks louise... i know a few of the ladies on facebook have contacted the media but who knows whether they will pick up the story. beauty boxes have made the news in the past so perhaps...

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  12. This is horrible and I feel bad that this is happening to you. I think this is why I don't like committing to yearly subscriptions of anything except magazines. I remember when I got a three month Glymm subscription, I wasn't too impressed and when my hubby tried to sign up for the Men's subscription and he was sent a women's bag, we were disappointed with the lack of attention. I really hope you get your money back.

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    1. i too remembered what you went through with glymm. there was definitely a reason i didn't want to subscribe for longer than 1 month at a time when i started purchasing beauty boxes but it's easy to get caught up. i never thought i would have this many beauty boxes either! this experience has really put a sour taste in my mouth.

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  13. This situation is so angering. I can't believe how terribly they're treating their customers and how far they've dug their hole. I'm not a subscriber but I'm still so angry about this!

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    1. i hear ya... i remember when the whole debacle happened with the natural beauty box - i was so upset and i wasn't even a subscriber!!

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  14. Someone who lives in MTL should round up some of their biggest, burliest male friends and drop by the offices to see what's up.

    https://maps.google.ca/maps?q=4480+Chemin+De+La+C%C3%B4te-De-Liesse,+montreal&hl=en&ie=UTF8&ll=45.504527,-73.664564&spn=0.003737,0.010568&client=firefox-a&channel=fflb&hnear=4480+Chemin+de+la+C%C3%B4te+de+Liesse,+Mont-Royal,+Montreal,+Qu%C3%A9bec+H4N&gl=ca&t=m&z=17&layer=c&cbll=45.504631,-73.664525&panoid=X9ZwMRuL4q06Jdf_LOAEgA&cbp=12,117.34,,0,4.69

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    1. haha i think there has been some talk on facebook about going to the offices to see what's up but i seriously doubt anyone will be there. for now, i'm going to focus my energy on trying to get some of my money back. :(

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  15. Oh my goodness...this is crazy. I hope this gets cleared up soon. I would be furious!

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    1. thanks traci... it was difficult to write this blog post because i was so mad and i don't like writing when i'm angry!!

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  17. I signed up for a year starting in FEBRUARY again, so I am quite upset as well that I still need 11 other Glymm bags!! I had my fingers crossed, but things aren't looking too good for Glymm right now and I just wish they would make an announcement so that the rest of us can move on with our lives!

    I am dreading initiating a chargeback with Visa as I tend to be a pessimist and assume that my $120 is just *poof* gone...

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    1. oh no!!! :( it is so frustrating that there had been no information for almost 2 weeks now. you should be able to get your money back as credit card companies will refund you for products not received. i need to call my company back and start initiating the month to month chargebacks.

      hopefully you can get all 11 months back at once because you paid fewer than 90-100 days ago but all credit card companies are different and i don't really know the rules. do give them a call soon though - i don't have much hope left that we'll receive anything from glymm anytime soon. :(

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    2. I am just over the 90 days...so who knows??

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    3. you can still get your money back now that they have officially gone out of business. since you didn't (and won't) receive the products, you can file for all 11 months at once! i filed for all 7 months remaining today - i purchased my subscription in september 2012.

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  18. I hesitantly signed up for another 6 months during the January promotion...I received my February box in...March I think...and nothing but promises since then.

    I should of listened to my gut, but I was giving them the benefit of the doubt, being a subscriber for about a year and a half previously with nothing but good things to day.

    *sigh* So...one out of 5 boxes.

    Must look through my CC bills to see what date this transaction was, so I can see if I can at least get 80% of what I paid back.

    And what's awful...the February box was 1/2 useless, especially with that Gel Nail polish that requires a UV light...even my manager at work, who paints her nails really uniquely with designs and whatnot, nor any of my facebook friends, dont' have a UV light.

    What were (or weren't) they thinking???

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    1. it's horrid... the february bag did indeed arrive late and i think i got mine in march too. i should have listened to my gut as well when i signed up for the promotion last year. you should be able to get most of your money back as you can file for products not received.

      that gel polish really irked me too!

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    2. I got an email today from Glymm saying that they are closing. So, I am requesting a partial refund from my credit card company as well. I also signed up for the Polish Me up special in September, and have only received 5 out of the 12 boxes.

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    3. I got an email today from Glymm saying that they are closing. So, I am requesting a partial refund from my credit card company as well. I also signed up for the Polish Me up special in September, and have only received 5 out of the 12 boxes.

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  19. Yep, this morning they sent out the email saying 'sorry folks', also put a post up on their Facebook wall - but their website was still up! Until about 1:15pm est, at which point their site ceased to exist - and then about 10 minutes later their Facebook page was gone too. Very crappy - considering even just that morning their site still said 'join us' and tried to sell you yearly subscriptions.

    I called my Credit Card company this afternoon and cancelled my card/got a reissue, and they put me through to their disputes dept. You should know (at least with BMO MC) they usually require a statement from the Better Business Bureau as to the status of the company, but they've got so many calls about Glymm they've made the decision to waive that requirement. I just told them when I paid Glymm and for how long a subscription, what I did receive and what else I was supposed to receive, and a brief description of how it all went down.

    So that's all done, within 100 business days (that's a long time but I'm not desperate) I will be given a temporary credit and the vendor's bank will be informed, they will then have 45 days to dispute it. If there's no dispute, it's a permanent credit. If they do dispute it, they'll need to show that they're going to either refund the money directly or provide the goods promised. (sorry, I know that was long, but I wanted to give you guys the info in case you are also caught up in this!)

    Oh, and their contact info was info@glymm.com and toll free 877-450-8299, if you want to try to contact them.

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  20. Yep, this morning they sent out the email saying 'sorry folks', also put a post up on their Facebook wall - but their website was still up! Until about 1:15pm est, at which point their site ceased to exist - and then about 10 minutes later their Facebook page was gone too. Very crappy - considering even just that morning their site still said 'join us' and tried to sell you yearly subscriptions.

    I called my Credit Card company this afternoon and cancelled my card/got a reissue, and they put me through to their disputes dept. You should know (at least with BMO MC) they usually require a statement from the Better Business Bureau as to the status of the company, but they've got so many calls about Glymm they've made the decision to waive that requirement. I just told them when I paid Glymm and for how long a subscription, what I did receive and what else I was supposed to receive, and a brief description of how it all went down.

    So that's all done, within 100 business days (that's a long time but I'm not desperate) I will be given a temporary credit and the vendor's bank will be informed, they will then have 45 days to dispute it. If there's no dispute, it's a permanent credit. If they do dispute it, they'll need to show that they're going to either refund the money directly or provide the goods promised. (sorry, I know that was long, but I wanted to give you guys the info in case you are also caught up in this!)

    Oh, and their contact info was info@glymm.com and toll free 877-450-8299, if you want to try to contact them.

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    1. thanks for your message! i was provided withe the same information from my credit card company when i filed my dispute today. i'm just glad my refund is in the works. i hope everyone who has money owing files a dispute and that we all get our money back in a timely manner.

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  21. does anyone have a copy of that email? I cancelled about 3 weeks ago, so I just got in - but that also means they didn't send me an email and I need that to dispute my last two box payments.

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    1. I have a copy of it, it just came in to me today. I'm super pissed because I bought a glymm membership for my bf and for myself and have only received 1 but charged for 4!!! So mad, anyways I plan on disputing charges with my credit card company and have the email to back up my dispute. If you want I can forward this email to you... shoot me an email at aihoshim@gmail.com and I can forward you a copy.

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    2. i posted a screenshot of my e-mail today (april 19) - not sure if that is sufficient to send your credit card company but i can definitely forward the e-mail also if anyone needs it.

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  23. wow. so fukin' lame. they deleted their website, facebook and twitter!

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    1. totally agree. why bother making a facebook update if you're just going to delete your account? at least they sent us an e-mail so we can use that for our disputes. bleh, i'm so glad i'm done with this company!

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  25. When I spoke to the disputes department at my bank, the person I spoke to said she had spoken to at least other people today about this issue. I was double charged for the annual subscription. Hopefully the credit card companies will be able to retrieve our money.

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    1. i too hope we will all get our money back!!

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  26. I have not recieved an email from glymm about the closing and I have been inquring about my march, april boxes, as well as my february box that did not include a nail polish when I signed up for the "Polish Me Up" promo.

    I too have/had been subscribed for a year and half. Will someone please forward me the email?
    j.favelle@hotmail.com

    Thank you so much!
    Jacqueline

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    1. i just sent it to you! it might have gone to your junk mail or spam so take a peek there if you don't see it in your inbox. i hope that helps!

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  27. I also had 6 months left on my Glymm subscription.
    The email they sent out is very lame- they are trying to hide behind their company name.
    The founder/owner of Glymm actually works for Mackage clothing in Montreal.
    I saved his linkedin info, as "Glymm" (Paul Fournier) deleted anything I tried to post to their own page.
    But I already had saved that info and passed it along to other people and added that to my blog as well.
    Also I am passing along that info to my credit card provider and hope others will do the same.

    http://www2.macleans.ca/2012/05/16/the-booming-business-of-beauty-boxes/

    Glymm Co-founder : Paul Fournier

    * E-Commerce director at Mackage clothing in Montreal

    Mackage phone: 1-866-973-5287 or (514) 388-5287

    the phone extension for his voicemail is #124 , but when I spoke to the receptionist? I was told he was on vacation (I did not mention anything about Glymm, just asked if paul fournier was there......).

    http://prettytastyreviews.blogspot.ca/2013/04/glymmcom-out-of-business-got-email.html

    I'm off to check my online banking, better not have been charged or else......

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    1. i too have noticed that paul fournier works at mackage. to be quite honest, that association has soured me off mackage as well... i do have a coat from there but i will not purchase any more (or rather i will tell my husband not to as he bought me that as a gift a few years ago). i get so angry when i think about the whole situation.

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  28. I've been suscribed with Glymm for more than a year now too, and while the boxes contained new and cute stuff, I feel it was overpriced. In the end, it was just samples, and the full size products was usually very cheap ($10 or less).

    However, what bothered me the most is that the last two months they charged me $16.95, without letting me know - I was paying $11.30 and all of a sudden it jumped to more than $5 and I didn't even get an email - because if I did I would have cancelled. That is way too much for some samples and the odd full size that I might use.

    Has this happened to anyone - the price jump without notification?

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    1. i thought i received e-mail notification of the price increase but now i can't find it... maybe i deleted it because i was still on my annual subscription... sorry about that! :(

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  29. It looks like I cancelled my subscription right in the nick of time!

    I'm sorry to hear about people getting ripped off. I hope you all get your money back!

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    1. thanks jasmine! :) definitely good you got out when you did!

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