It goes without saying that you can’t please everybody with a beauty box, and along with 25,000 other UK people, Glossybox had their work cut out to begin with. Their slant on the whole thing was to provide a personalized box based on a beauty profile that you complete on sign up.
Seems like a good plan – to be honest, this is what enticed me to stick with Glossybox instead of their competitors. Their website is friendly and attractive and you are led to believe they’ll be sending you luxury products – in size and brand. Luxury to me means product, quality, service, feel, presentation. It means so much more than label and volume. Service is a biggy for me.
Not only is it a good chance to sample “high-end” items, but it gives people with less moolah the chance to treat themselves to a few fancy bits and bobs – democracy for your make-up bag!
In all honesty, the majority of the boxes I’ve received have been pretty good. Most have contained 2-3 products that I’m genuinely chuffed with and have re-purchased. Jelly Pong-Pong, HD Brows and Caudalie items but to name a few. I know that lots of people have beef with their products, and some people never seem to get the “best” product for their box (i.e. HD Brows Tweezers, Burberry Lippy from the Harrods box) – but for me that’s never been a problem.
I have to admit being a little bitter when I’ve received a 1.5ml sample of a cruddy fragrance which I could pick up for free at the counter – and do most weekends. I was gutted with the Bare Minerals bronzer, which I got for free today in duplicate from Latest in Beauty – it was tiddly and BM give them out for free if you go to their counter. I even got a little brush with my FREE one (review and pics coming later).
This might not all seem like a recipe for cancellation, as in theory, beauty box is a good idea, but here’s the thing. I like customer service – I’ve worked in customer service and now in social media and believe me, I know the importance of good service and good communication. Let either one of these slip, and you’re gonna have a rocky ride. Let both slip, and you’re crippled.
Glossybox’s teenybopper CEO Kate Cornell, in her poor naivety, made a comment about the future of Glossybox, to the effect that soon their normal customers will be cast aside whilst Glossybox pursue a more “elite” clientelle who will be specially selected (presumably by fairies) to purchase Premium boxes.
(you can read the whole embarrassing article here.)
Needless to say, soon customers who were unhappy with their boxes wanted to know what was the meaning of this “premium” box? Is this why they keep getting crummy boxes? Is their current customer base’s £12.95 per month not gratefully received?
Loads of comments cropped up on facebook, which were promptly ignored, or responded to with irrelevant and point-dodging nonsense. I’ve always admired that kind of blatant disregard for public dissatisfaction. Ignore the complaints, they will go away? This seems to be Glossybox’s stance and its earning them £12.95 x 25,000 monthly.
So, I’m cancelling. I don’t mind if I miss an amazing product. I don’t mind if the next box has a full size Coco Mademoiselle, a Dior Lipstick, YSL Shocking Mascara and a full set of Clarins face care… Customer Service and valuing your customers is the most important. Glossybox have forgotten who coughs up their salary payment.
Emails to customer service, calls to the switchboard and social media tirades don’t help. Talk with your wallets and talk with your feet. The Unsubscribe Button is such a satisfying one to press, folks.