I really dislike companies that do not treat their customers well and do not work with them to figure out a solution to their problem. As crazy as it sounds, if a company has bad customer service it’s enough in my book to never do business with them again! Why reward bad behavior right?
I recently contacted Glossybox and Ipsy for different issues that I am having with their service and thought it would be helpful to others to see how they handled it. If you are unfamiliar with these companies, they are both subscription box services that send beauty products to you every month. Glossybox is $21/month (less if you subscribe for a few months at a time) and is known to give luxury full sized and deluxe sample cosmetics/skincare/hair care, while Ipsy is $10/month (Get 1 bag free is you subscribe for the whole year on sign up) and gives a mix of drugstore and mid-tier partner brands in full sized and deluxe sample sizes. Ipsy is more geared towards makeup whereas Glossybox has a wider range.
My issue with Glossybox is that I ordered a gift box for my mom in addition to my monthly box as well as a gift box for my sister. My sister and I both received our boxes in the estimated dates of delivery but my mom’s box seems to have been stuck in their packing center. On Glossybox.com you can see the progress of the box and track it once it has been shipped.
It was driving me crazy that while my sister and I both received our boxes my mom’s was still in the “Ship” stage and the window for the estimated delivery date was closing in! So I waited until the day before the last day of the estimated delivery date range and decided that it was time to contact them. I mean unless they were planning on overnighting the package I didn’t see how they were going to get it to my mom that next day.
Now I do have to say that before I even signed up for this subscription box I have read numerous complaints from customers about their shipping. However, I did see that the company was switching shipping facilities so I had thought that they would have had it all figured out by the time I got my box. From what I have seen Glossybox seems to respond best through social media so tweeted at them on twitter and also sent them an email on Friday and I messaged them on facebook on Saturday. I did not receive any sort of response all weekend and was getting a little annoyed but had to keep reminding myself that it is the weekend and people do have lives outside of work.
Monday was reply day from all of the outlets that I sent a message to and it was a bit confusing. The first thing that I saw was the email, naturally because I check my emails first thing on Mondays and got this response:
Backorder? Are you kidding me? I was so frustrated. I had thought that these boxes were limited in quantity, hence them only selling these boxes until they are sold out. When I ordered this box it was not sold out for the month so…what is all this backorder business? I did however appreciate that the expiration date on the gift card for late shipped boxes would have a later expiration date. How kind of them. I was incredibly annoyed and did not respond. How do you respond to this?
So I got home after work and logged on facebook where I found a much better response:
As you can see, Tracy and Jackie definitely took care of me and I was so pleased! Now that is customer service. The box is finally shipped and on its way! As odd as it is that it seemed there was a disconnect between the responses I am just so glad that the issue got taken cared of. If I have an issue in the future (hopefully not) I know that I will be contacting them via facebook. Their twitter team asked me to DM them but after hearing from their facebook team I just didn’t see them point in corresponding with them further on the same topic. So if they are as good as the facebook team, I don’t know. But if you are having an issue with your Glossybox service I would definitely recommend messaging them on facebook. They were very nice and worked quickly to help me. Just don’t freak out if you message them over the weekend and they don’t respond haha. Patience, until Monday.
Now we move on to Ipsy
Thanks to their link to skip the waitlist this will be my first month receiving a Glam Bag and I couldn’t be more excited! I got an email from them letting me know that I would be getting tracking info on my bag soon. I decided to log on to their website and look around to see what was new. Everything looked normal but I noticed that it asked me to subscribe which confused me. I thought that I was subscribed, they just sent me an email saying that they are shipping out soon and I know for a fact that they charged my card. So I looked under my account just to make sure that what I was seeing was an actual issue and low and behold it said that I was not subscribed.
I emailed them on Saturday explaining the situation and asking them to explain to me what was going on. If I wasn’t going to be receiving the glam bag this month then I wanted my money back. Literally 16 minutes later there was a response!
That is crazy good service! I waited until the next day to log back in and see if the changes she made actually reflected on my account. Unfortunately they did not so I sent her another email saying that nothing has changed. She said that she would forward it to their engineering team so that they can look into it. From reading other subscribers’ comments on their site it seems like I am not the only one having this issue. But at this point I can’t really ask for more in terms of their customer service, they are very responsive and are actively trying to find a solution.
So while my account is still messed up I still think that Ipsy’s customer service is fantastic and contacting them through email has been a very easy process. As long as I get my glam bag I suppose I don’t really mind what their website says about my subscription status.
I am excited to get both of these boxes and will be posting reviews soon so stay posted! Are you getting either one of these subscriptions? Which one are you most excited about?