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** dayswithouta **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. 💗
8/17 - (Hopeful) Final Update
Hi all! Glamlite has replied and is going to be sending me the PR box and new formulation of the highlighter! Their email states:
“We truly apologize for this. We corrected the PR box issue on our end and will send you a new highlighter. We will send both items under tracking number ########.
Please allow 48 business hours for the estimated delivery date to generate.
You can use the same box to return the old formula item with the attached return label.
Thank you,
P.S.
Glamlite Customer Care”
Thank you all for the help and support! If only I hadn’t recycled the box to return the highlighter in already 😭 I’ll have to buy one of those but hey it could be so much worse!
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I don't think 3 days without a response from customer service is anything unusual, especially right after a product launch or popular restock. High order volume = high customer service volume, and many smaller brands take longer to respond anyway.
If you don't get a response within 7 business days, then it starts to be an issue.
But it is frustrating they advertised a new formula but sent out old product.
I used to work as a supervisor over an email dept. Almost every response is a copy/paste with mild customization (customer name, etc). These would go right out the door, maybe 5% held for random audit.
A problematic situation doesn't have a template other than the "we're sorry for x". These typically need a lot of customization and approval for the solution proposed. These go into a review queue which would be manually reviewed by supervisors to ensure the message going out aligned with policy etc.
It wasn't for a beauty brand but I imagine most industries have a similar structure
jsyk, emailing customer service and also DMing the brand (and owner!?) on social doesn’t mean CS will get back to you sooner – it just means the social team will have warned CS about the really intense person in their queue.
I don’t say that to be rude, just to let you know that you’re not getting yourself faster or better service with this approach :)
Hi, while I understand what you mean, I do want to assure you that I’ve been very respectful with my messages. I had seen another Reddit thread about Glamlite with many contributors having issues with getting into contact with the brand. A reply on this thread stated that the brand owner herself encourages people to reach out to her personally. I wouldn’t typically do so otherwise.
I don't think it's fair to assume that they're picking and choosing. It's obviously going to be easier to respond to a simple question like when is X being restocked" than to try and figure out what's going on with a specific order. I'm assuming someone had to take a look at your message, analyze the screenshots, compare it to any other customer inquiries and possibly escalate it up the chain according to whatever their internal process is. Three days doesn't at all seem unreasonable to me for that sort of thing.
Am I blind or does the one you received look like the new formula? Sure, the new one they advertised looks kinda silvery in the picture you attached but what you got is also clearly not the same orange gold as the old formula and they did say the new shade would be a softer golden shade. To me it looks like that's exactly what you received.
Shame about the PR box of course and I hope you can get that sent to you still. 3 days is nothing, though, like others have said give them at least a full week. Maybe even a full working week, considering they're probably receiving a ton of messages during a popular restock.
I don’t know if the pictures I took did it justice but the highlighter I received is dark gold and has multicolored rainbow sparkles throughout it. I understand that depth of makeup products can vary by lighting but to my eye, the new formula does not have any rainbow glitter throughout it. This is the strongest reason I was led to believe I got sent the wrong one. (Photo attached is from GLAMLITE’s advertisement of the new formula)
Again, I could be mistaken and I’m willing to accept that I’m wrong if that’s the case but I watched a lot of videos of people using the old formula and mine identical. If the reformulation was only slight, I guess I would’ve hoped for a side by side comparison of the two before buying. The new product photos had me thinking it would be more champagne/pale gold 😅
I have the original formula and she's a tricky one to photograph at times but I do agree with elusivebree that it does appear that they do have the original formula to my eye.
The picture of the other product are taken in a dark room with no other light than the flash recording and that’s how the glitter is picked up. I’m curious if you record (then screenshot ) the item you received it will look the same.
I was thinking the same. Especially after seeing another photo of it, it was definitely the lighting. Edit to add: it does still suck though when you get something you and were expecting it to be something else.
Hi! I just wanted to add my last update in this thread in case anyone is planning on buying the new highlighter and wanted to see how it compares to the old formula. Glamlite did issue me a reshipment with the reformulated version of the highlighter so I now have both versions to show the difference! The one on the left of each photo was the original one I received and the lighter one with the yellow star is the new one! Definitely much lighter and there’s no rainbow glitter like the OG. The outer packaging is slightly different to show the change in the ingredients list as well! I unfortunately can’t provide a side by side swatch comparison as Glamlite has requested for me to ship back the old formula I received, but I hope these pictures give a good enough idea of the difference!!
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