Poor customer service and possibly operational issues Update: The finally did contact me and provid more details about the situation. I did appreciate that they are trying their best to reverse my poor experience. So I will give them credit for that. I bumped up my review to 3 stars for their quick response after posting a review on Trupilot and trying to provide discount code and put me back on their email list to be able to make purchases (still confused about why my transaction was declined so many times. Perhaps I was excluded from their system to make purchases??) I did removed my original review stating that they had operational issues since they did say in their email that they don’t have that issue. Here’s their response copied and pasted here: Hi Evie, Thanks for your reply. I was saddened to see your Trustpilot review and reply as my email was not generic. We're a small team here but I do my best to give each customer as many details regarding their inquiry as possible. I repeated my response to you back in February because having not heard back, I wasn't sure if you had received my initial email about the cancellation. In hindsight I realize this came off as unhelpful and I am very sorry. I am also sincerely sorry that our payment processor does not share details of the orders being declined. From my understanding, this is for your security as a consumer. These decisions are based on several factors including your personal buying history and billing details that are not made available to us. Our website is fully operational, and we're not having widespread issues with other transactions, however our payment processor does decline a standard number of orders for various security reasons. Original review: I hate to write bad reviews about a company that’s started by a small business owner. Their customer support is very poor. Like the reviewer below, I first got interested in Glow Recipe and placed an order during the Black Friday sale. Well the order took almost 2 months to arrive which was fine bc it wasn’t a holiday or birthday present for anybody. Then I tried to place an order again this Feb & their payment processor kept declining my charges and the order wouldn’t go through. They must had know this problem and came up with a “generic” message that they sent to their customers stating that they don’t know why their payment processor declined my payment and advised me to contact my credit card company. Then I called my credit card company and was told that it’s the merchant’s payment system’s issue and not my credit card. I do love their products despite all the unnecessary additives, fragrances and colors. They are probably not that effective vs other products like the skin ceutucals. However, with so many poor customer service experiences, I decided to look for other brands instead. Instead of continuing to support them by buying the products in Sephora.

Not on the customers side I recently faced a highly disappointing situation with Glow Recipe, which has prompted me to share my experience in a TrustPilot review and file a complaint with the BBB. I placed an order (number 676043) on November 23, 2023, with an expected delivery date of November 30, 2023. However, the delivery was significantly delayed, only arriving on December 23, 2023, after I initiated contact with customer support on December 13 due to the lack of updates. This order was particularly important to me as it was intended as a birthday gift for my niece. Unfortunately, the delay caused me to miss her birthday, compelling me to find an alternative gift at the last minute. The situation was made even more frustrating when I attempted to return the unopened package. Initially, Glow Recipe's customer support indicated a willingness to assist with the return. Yet, after confirming that they had received the package, they reversed their stance, claiming my order was not eligible for return. This was contrary to the information available at the time of purchase, which stated that only certain limited edition items were non-returnable, and none of those were part of my order. This apparent bait-and-switch tactic not only inconvenienced me but also suggested a significant policy discrepancy. My dispute was denied, and the package was returned to me, leaving me with unwanted items and unresolved grievances. It's perplexing why the return policy was not clearly communicated from the outset, leading me to question the transparency and customer service commitment of Glow Recipe. The company's prioritization of influencers, evident in their liberal distribution of free products to social media personalities, starkly contrasts with their rigid stance towards a genuine customer facing legitimate issues. Offering a minimal discount for future purchases does little to resolve the current situation and fails to acknowledge the inconvenience and disappointment caused. This experience has significantly impacted my view of Glow Recipe, revealing a concerning approach to customer service and policy transparency. In sharing this experience, I hope to highlight the need for Glow Recipe to reconsider their policies and practices to ensure they truly reflect the values of fairness, transparency, and respect for all customers. Given the circumstances, I would greatly appreciate the opportunity to return the products for a refund, as this would not only resolve my current predicament but also demonstrate Glow Recipe's commitment to customer satisfaction and service recovery.

I love this stuff I love this stuff. I’ve tried a number of their products now, it’s a bit on the pricey side but it smells great, the bottles are so cute, and leaves your skin feeling so soft. It lasts a long time too so it makes it worth the price in my opinion.

Excellent customer service, thank you. Having ordered two skincare products from the site for my granddaughter I realised these were not suitable for her age. Glow review were very prompt in responding and making helpful suggestions about age-appropriate products. Summer has been proactive in addressing the problem. I would recommend parents check the website for product advice.

Love the skincare and the lovely and… Love the skincare and the lovely and helpful folks. The website can be a little glitchy when it comes to adding samples and redeeming your rewards points but I find the representatives easy to work with and they always respond quickly.