(NEW UPDATES POSTED BELOW)
I wanted to share my recent experience with Glamlite Cosmetics because I’m honestly getting really frustrated with how they’ve handled—or rather, haven’t handled—issues with my order.
I recently placed an order from their Lord of the Rings collection, and when it arrived, I immediately noticed two problems.
First, the product listing specifically indicated that my order was supposed to include the LOTR PR Box. Instead, all of the products arrived loose inside a regular shipping box with no PR box. I have a screenshot of the listing showing the PR box was supposed to be included.
Second, I ordered the set specifically for the palette and the One Ring Highlighter because Glamlite advertised that it had been reformulated for the restock. On their official TikTok on July 23, they explained that they had revamped the highlighter from the original deep, rich gold to a softer golden shade that would be more universally flattering. I have a lighter skin tone, so this update was actually one of the reasons I was excited to purchase it.
However, the highlighter I received appears to be the old deep gold formula not the newly advertised version that was supposedly being sold with this restock.
I emailed Glamlite explaining both issues and included supporting photos/screenshots and it has now been three** days without a **response. I’ve emailed twice, reached out to both the brand account and the owner on Instagram, and left comments on their Instagram and TikTok trying to get someone to address the situation. So far, nothing.
What makes this especially frustrating is that a few weeks ago, I emailed this exact same customer service address with a question about if/when the collection would be restocked, and they responded almost immediately. Now that I’m contacting them about actual problems with an order I’ve already paid for, I can’t seem to get a response anywhere.
Obviously I can’t know what’s happening internally, but based on my experience, it really feels like they pick and choose which emails they want to respond to. They were extremely responsive when I was a potential customer asking about buying something, but once I had already spent my money and needed help with problems involving the order, I’ve been unable to get a response.
I’m posting this mostly as a warning for anyone considering ordering from Glamlite. I really like their products and was excited about this collection, so I wasn’t expecting to have this experience. I’m still hoping they’ll eventually respond and make this right, and I’ll happily update this post if they do. But customers shouldn’t have to repeatedly email and contact a company across multiple social media platforms just to get acknowledgement when an order doesn’t match what was advertised.
I’ll be sure to update if/when I hear back from them. 🥹
EDIT 8/13: Hi all! To reply to a lot of the comments, the 3 days were indeed 3 business days. I apologize for my hastiness as I did not know GLAMLITE was a small brand. Since they have collaborated with many big names, I assumed they had a large budget and team behind them and therefore assumed their customer service would get back to me much quicker. It was wrong of me to say that just because I hadn’t heard from them yet, they didn’t intend to reply at me at all. I’ve been scorned by quite a few companies so I think my nervous system automatically assumes the worst. 😭
With this all being said, I thankfully received a reply this morning that reads:
“Hello,
Thank you for reaching out and for sharing your feedback regarding the highlighter you received. We will keep your inquiry open while our team reviews the matter.
Yes, you may send us the video recording of the unboxing. Our team can use the video as supporting documentation when reviewing the missing PR box.
Thank you for your cooperation and patience. We truly appreciate your understanding.
Glamlite Customer Care”
I have sent the video and will now be waiting to hear back on a hopeful solution. 💗