Wow, thank you all so, SO much for the support about this whole Glossybox situation. I never believed it would blow up into anything as big as it has done, but I'm glad I'm not the only one who has experienced extremely bad customer service from them. I thought I'd best do a little update, just to keep you all in the loop.
Can I just say though that I really don't want to keep banging on about this, the whole situation is entirely ridiculous and it's got way out of hand, but out of principle I'm not going to let it go until I get a full apology and some information regarding what's been done about this whole thing. The reason I posted the blog I did last week was because Glossybox were just not responding to my emails. It wasn't for attention, it wasn't for anything like that, it was simply a different approach to the matter in hand because emails obviously weren't working. If I got a product from a brand and didn't like it, I'd still post about it with my opinions. In theory, it's the same concept. If this happened in "real life" I'd be telling people face to face about my experiences, again, the same concept. I didn't 'attack' Glossybox, in fact if anything I was the one being 'attacked' - but anyway, everyone has their own opinions on the matter and these are mine. Moving on.
Last Wednesday (the same day the blog went live) I got an email from the CEO of Glossybox. Apparently she'd emailed me the Friday before but 'obviously' I hadn't received it. The email stated that they had reviewed their policy and have decided to pay their intern a weekly stipend on top of their expenses, which is good news. I'm extremely pleased about that. However, there was no apology, in fact there was no mention of the second half of my initial email about what was said about me. I replied the same day saying that while I was glad they had taken the time to review their policies, they had further insulted me by choosing to ignore half of my complaint and that there has been absolutely no hint of an apology so far. I said I was extremely unimpressed, once again, by the lack of professionalism on their part and went on to tell them what I thought about their customer service. I even attached the screenshot (again) of the Tweet in question.
I'm yet to hear back and so I plan to send the email again. It's getting beyond a joke now, honestly, how hard is it to just say sorry?
I was really pleased to see they actually changed it (which I'm still taking as them backhandedly acknowledging 'oops we didn't know our shit'). I really hope you get a follow up about the rudeness. It often is that sort of thing that really damages a company's reputation, and flippant responses to/ dismissals of customer's issues are just not acceptable. On my part, I would NEVER recommend glossybox, or that blogger. It isn't like they have no competition is it?
ReplyDeleteGood on you Lucy. I think you've been v clear and calm about it all.
xxx
I think it's totally going to be down to a pride thing. 'She' won't want to admit that what 'she' said was out of line. And for Glossybox to acknowledge that, 'she' will have to be disciplined. And to be quite honest, I'm not sure Glossybox have it in them to discipline their staff - If they did, feedback about several boxes would have been taken on board and a change seen a few month's ago. I'm glad you're not giving in. You deserve an apology! There was no reason at all for 'her' to say what 'she' did. 'She' should be thankful that you haven't outed her for what 'she' is, because there are bloggers in their hoards disgusted by the behaviour and want to know who it is. I personally, have unfollowed her on all platforms. I don't want to be associated with anyone like that. Thanks for the update Lucy! xo
ReplyDeleteHi Lucy,
ReplyDeleteI'm so glad somebody has brought to light just how bad Glossybox are when it comes to customer service. Last month they took 2 payments from me for one box, I emailed them asking why this had occurred and asking for it not to happen in the future. Needless to say they didn't respond! It feels like they only care about their ambassadors and not the people who actually pay money and keep their business afloat.
I hope your issues are resolved!
Sarah xx
Hope this gets somewhere, you should keep at them especially while you have a lot of support. I wonder if it comes down to maybe how much GlossyBox benefits from the blogger in question. If that blog is sending a lot of traffic their way I guess they have to weigh up whether it's better to discipline her and risk losing her, her authority, her traffic and her referrals, or to just let it slide. I mean sadly, as much influence as you have as a blogger, the blogger who insulted you probably has more influence in terms of glossy box customers :(
ReplyDeleteBest of luck anyway, regardless of business, rudeness shouldn't ever be acceptable! x
Hey Lucy,
ReplyDeleteI'm glad Glossybox finally got back to you, and that they are taking the legal route for this internship, thank goodness, although it's a shame they didn't look into the legalities of it all before, I guess that says a lot about the company.
However, it is unacceptable that they have not even said sorry! It doesn't take much just to apologise, for goodness' sake!
I guess they don't want to admit that they were in the wrong, but haven't they ever heard the saying "the customer is always right. If the customer is wrong, refer to the previous sentence" (or something along those lines), they should be making good customer service a priority. You are not just a customer giving them money in exchange for a product, you are a person and deserve to be treated like one.
Personally I find GB's attitude about this incredibly unprofessional and immature, and I certainly will never go anywhere near that company.
Good job on standing up for yourself, I know you don't want to make a big deal out of this, but it's their own fault and they could've avoided all of this if they had acted correctly in the first place. They are just making things worse.
I hope they have the guts to apologise soon, have a lovely day Lucy!
Naomi xxx
I read your other post but didn't comment as I was on my phone at the time.
ReplyDeleteI can't believe how unprofessional they have been, it has really put me off the whole company. I have unsubscribed now.. I was tempted anyway because the boxes have been rubbish recently but your post was the final straw. Why would I want to subscribe to a company whose staff treat the customers like that? It's absolutely disgusting!
I hope you get a proper apology soon
x
Wow, I really am impressed! It just makes me think that if more people voiced their opinions about being paid travel expenses only then maybe this whole 'intern' culture might be changed. After all, most of these companies need the people they give internships to!
ReplyDeleteIt's bizarre that they would go to all of the effort of the CEO emailing you and then not bother to properly reply to your email. Rubbish!!
Good luck with it! Stick it to the man :P x
I was in two minds about keeping my subscription to GlossyBox after this months dreadful box. I decided to do a bit of research online and find out if other were just as narked. I then discovered your blog and a huge ammount of other who have had the unpleasant experience of dealing with GB customer service. I really am shocked and appalled. I cancelled my subscription straight away. Partly because of the poor quality of the box but mainly because I don't want to associate with a brand that is so openly disrespectful to the people that keep them in business.
ReplyDeleteI actually saw the said tweet at the time she tweeted it. I was shocked. As a marketing graduate who didn't do an internship I can appreciate that everybody wants experience from employees. However, suggesting that a job in McDonald's makes you second class to her is absolutely ridiculous. To not apologise is even more ridiculous and I hope that she one day never has to know what not being able to find a job that you are passionate about is like. Lets be honest though, if GB continue treating people like sh*t she may be job hunting sooner than she thinks!! Nobody is untouchable!! x x
Hi Lucy,
ReplyDeleteI thought you might find this interesting reading - it supports your argument on internships, and how unpaid internships should be put to a stop. http://www.huffingtonpost.co.uk/natasha-lipman/an-open-letter-to-the-gov_b_1644400.html?utm_hp_ref=tw
Regarding Glossybox - it seems like a case of bad customer service and practice! I find it outrageous that they haven't sent you an apology. I have never subscribed to Glossybox or any other beauty box (as a personal preference/personal finances) but I'm really glad I haven't. Also, I saw the tweet that you mentioned in your initial Glossybox post at the time it was tweeted. As you said, a job is better than no job especially in today's economic climate. I'm always so grateful to even how a job when I'm home from university for the holidays - honestly I don't know where I'd be without it!
I think the blogger in question should apologise! awful behaviour x
ReplyDeleteIt is awful that they haven't apologized but to be honest it is not surprising (which is really sad). Glossybox started out as such I good nice company. However they went down hill really quickly. When I was subscribed to them I found that their customer service was really bad and I felt that they were calling me a lair. Call me many things but I am not a liar.
ReplyDeleteI hope that they are taking this situation very seriously and being dealt in house in their HR dept. The only thing with a small company is that alot of the time they don't have a proper HR dept set up and things slide due to them worrying about dealing with HR situations correctly. Maybe it is the same way with Glossybox. Something should def be done and you should get an apology. x