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Business Profile

Cosmetics Sales

Glossier, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cosmetics Sales.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/15/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 04/05/2024, I placed an order on Glossier website, the order number is **********. After I received the order, I checked the product batch code on several batch code decoder website and all of them showed that the product was almost 9 years old. I emailed Glossier asking for more information for the manufacturer date information, and attached the photo of the batch code on the box. After long wait, the response I received was quite dismissive. They mentioned the batch code website I included was not associated to them, although I didn't include any website in my email. Also, they refused to provide any information regarding the manufacture date of my product, and refused to process any solution to my inquiry.

  • Initial Complaint

    Date:01/16/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on December ******************************************************************************* order number/identification. I received my order on January 8, which included a clothing article. I decided that I did not want to keep the clothing part of my order and contacted the company via email on January 9th to begin the return process. Since I did not receive any confirmation email I do not the actual order number- I used my Afterpay account and only received confirmation from the third party site. Since January 9th, I have not received any progression from the company on my return process. The last updat I received was on January 11 from ***** asking for the ** glossier order number, I promptly responded that I never received an order number or email and provided the email address that was associated with my order and have not received any response.

    Customer Answer

    Date: 01/16/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    *****************************



     

  • Initial Complaint

    Date:12/28/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ********** Im filing this complaint because I emailed glossier and didnt receive any reply The only email I received was from *** and that was a week ago and she didnt send me any form to sign and shes asking me sign some kind of form I emailed glossier few times and is been not successful Id like a refund to be issued

    Business Response

    Date: 01/05/2024

    Hi there,

    Thank you for getting in touch with Glossier and for your patience in our response our team is working through a larger volume of messages than usual during this busy holiday time.

    ******************* order ********** placed on December 2nd, 2023 was shipped out on December 7th, 2023, and was delivered as addressed on December 12th, 2023. ********** reached out on December 13th letting us know that she had not received the order.

    Our team responded on December 20th, 2023 and sent ********** a Non-Receipt of Goods Disclaimer Form to fill and sign for our records, as the package was confirmed as delivered by the carrier and included a proof of delivery. We have not received the form completed and signed by ***************. However, we have issued a full refund for order ********** back to the original payment method used. *************** will receive a refund confirmation email shortly.

    Please find the tracking details for order ********** here: **************************************************************************************************

    If there is anything else that we can help with, please do let us know.

    Best,

    Customer Experience Team at **********************

  • Initial Complaint

    Date:12/20/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order# ********** I placed my order and got a confirmation of my order submitted on 11/27/23 and received automated email on 11/27/23 of confirmation that shipping label has been created and that carrier will pick up soon and to check back for delivery updates. When I tried to check it with carrier (DHL) all it says is package EN Route. Tracking #********************** I contacted Glossier several times via email . This order was for Christmas gifts and Glossier already charged my credit card for over $279 purchase, meanwhile I have not received it as of 12/19/23 and theres no contact telephone number for customer service.

    Business Response

    Date: 01/04/2024

    Hi there,

    Thank you for getting in touch with Glossier and for your patience in our response our team is working through a larger volume of messages than usual during this busy holiday time. We are happy to share that this seems to have been already resolved directly with the customer.

    *************************' order ********** placed on November 24, 2023 was shipped out on November 24, 2023. ******************** emailed our team on December 19, 2023 letting us know that she had not seen any updates to her tracking details for the order since then.

    Our team responded on December 20th, 2023 confirming that we will send a complimentary replacement order to her confirmed address. The replacement order was shipped out on December 21st, 2023 and according to the tracking details, it was delivered on January 2nd.

    Tracking details are available here: **************************************************************************************************

    If there is anything else that we can help with, please do let us know.

    Best,

    Customer Experience Team at **********************

  • Initial Complaint

    Date:12/19/2023

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Placed an order with Glossier on 11/27/2023 (order# **********); received a shipping notification on 12/1/2023, however the tracking information that was provided shows that **** never received the package. Ive been emailing the company the entire past week and there has been zero response. I understand that they might be having issues due to holiday orders but that still doesnt justify the fact that I as a customer have been charged, money has been taken from me but they cant even get around to respond or look into the issue.

    Customer Answer

    Date: 12/23/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    *************************



     

  • Initial Complaint

    Date:12/19/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed my order through Glossiers website on 11-24-23 and received tracking info promptly on 11-25-23. The **** tracking number said they were awaiting package/info from shipper (Glossier). After over 2 weeks of waiting for the tracking info to update and not receiving my package, I sent an email to customer support explaining the situation and asking for help (on 12-10-23). I immediately received an automatic reply saying they would help me shortly. Five days later (12-15-23), I finally received an email from a real person saying they would send my order again and requested that I confirm the shipping address. I responded in less than 12 hours on the same day confirming my address (which was the exact same as it was on the original order) and have not yet received any update, new tracking number, or even confirmation that they received the email. At this point it has been about 25 days since I placed this order, which was supposed to ship in 5-7 business days. I understand that this is the busiest time of the year, but this is just so unprofessional. If youre going to steal my money and not send me my order, the VERY least you can do is respond to my email.

    Business Response

    Date: 01/02/2024

    Hi there, Thank you for getting in touch with Glossier and for your patience in our response our team is working through a larger volume of messages than usual during this busy holiday time. We are happy to share that this seems to have been already resolved directly with the customer.

    ************************* order ********** placed on November 24, 2023 was shipped out on November 25, 2023. **************** emailed our team on December 10, 2023 letting us know that she had not seen any updates to her tracking details for order since then. After following up to confirm the correct shipping address, our team responded again on December 21, 2023 confirming that we will send a complimentary replacement order to her confirmed address.

    The replacement order ********** was shipped out on December 22, 2023 and according to the tracking details, it was delivered on December 28. Tracking details are available here: 

    *******************************************************************************

    If there is anything else that we can help with, please do let us know.

    Best,

    Customer Experience Team at **********************

  • Initial Complaint

    Date:12/13/2023

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order ********** Order Confirmation Order for products for Christmas gifts was placed 11/27/2023. Received notification 11/30/2023 that the order has shipped. Tracking states that is is still awaiting carrier pickup. DHL Tracking Number: ********************** I have emailed x 2 to the customer service team, with no response. I understand that shipping difficulties may happen, but it is unacceptable to not attempt to resolve this. There is no phone number for customer service to call to resolve the issue. This is my first time to order from this company. This is very poor customer service. I received an email today asking me to answer questions about how I was "enjoying my product".

    Customer Answer

    Date: 12/13/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    ***********************

      Thank you so much BBB! 

  • Initial Complaint

    Date:12/13/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order for Christmas that was shipped but not received. The tracking indicates it was delivered but I dont have my order and am out the money spent. I contacted customer service through email six times, using two email accounts to attempt to get a response. I also reached out through ******************* and ********* **************** has not responded to any of my NINE attempts to contact them. They do not have a phone line so I am at a loss. The next step will be a chargeback with my credit card due to lack of customer service response. Buyers beware!! Do not order online through Glossier.

    Business Response

    Date: 12/19/2023

    Hi there,

    Thank you for getting in touch with Glossier.

    We apologize for any delay in our responses- our team is working through a larger volume of messages than usual during this busy holiday time. With that said, we are more than happy to help resolve this for ******************************

     According to our records, the customer's recent order ********** was delivered to the address on file (*************************************************************************) ** December 9th. The tracking details are available here: *******************************************. As the customer claims the package was not found, we are happy to make an exception and have refunded the order in full to the original payment method. A refund confirmation email will be sent to the customer's email address *******************************.

    If there is anything else that we can help with, please do let us know.

     Best,

    ****

    Glossier Customer Experience Senior Associate 

  • Initial Complaint

    Date:08/31/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Placed an order online Was supposed to be delivered by Tuesday the 29- has not shipped, label created, no email responses from the customer service team and the order says fulfilled on my account information

  • Initial Complaint

    Date:06/19/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 6/17/2023 me and two of my friends visited Glossier *******. Upon entering, we noticed that the employees greeted everyone besides **. After spending 30 minutes trying to get the attention of the associates in order to make a purchase, we left completely disheartened. We were the only Hispanic people in the store and were actively ignored by all the associates. We came in with the intention of purchasing multiple items, but were treated with disdain. We tried waving down employees and saying excuse me to no avail. We noticed that in the time we were in the store every other customer had been helped, with some receiving help from multiple associates. We tried to get the attention of a group of 3/4 employees standing together and chatting, but no one turned to talk to us. This was completely ridiculous. We were not given the same opportunity as other customers to make a purchase due to the company/employees' prejudice. When we told an employee about this as we left, all she said was "I'm sorry!" and turned around. There was nothing done to remedy this. We went out of our way to get the attention of the employees and received absolutely no help and were ignored.

Glossier, Inc. is NOT a BBB Accredited Business.

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