Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a loyal customer of ********************** for over two years, regularly incorporating their products into my daily skincare routine. However, over the past month, every single order I have placed has been canceled, despite using multiple products and different forms of payment.Glow Recipes customer service has repeatedly claimed that my payment was declined by their payment processor, but I have confirmed with my credit card company that there are no issues on their end. Furthermore, I am able to use all my credit cards perfectly fine with other retailers, both online and in-person, without any issues. This inconsistency is the biggest mystery, as Glow Recipe is the only merchant where my payments are being declined.I even tried using alternative payment methods to rule out card-specific problems, yet the cancellations continued. I emailed Glow Recipe three weeks ago with a thorough explanation of the issue, requesting an investigation, but I have yet to receive any follow-up or meaningful resolution.This lack of customer support and transparency is deeply frustrating and unprofessional, especially considering my long-standing relationship with the brand.Resolution Sought:I am requesting:1.A detailed explanation for why my orders are being canceled when my payment methods work perfectly elsewhere.2.Immediate resolution to allow me to place orders successfully.3.A review and improvement of Glow Recipes customer service processes to ensure other customers do not face similar issues in the future.If these issues cannot be resolved promptly, I will have no choice but to take my business elsewhere and share my experience with others. I hope Glow Recipe will address this matter with the seriousness it deserves

  Business response

  01/24/2025

  Hi ******,
  We are so sorry for any confusion or worry. We have responded to every email with as much information as we have.
  It appears your payment was declined by our payment processor. Unfortunately, they do not share the exact reason it was canceled with us, for your security.
  I understand that this cancellation can cause inconvenience and frustration, and I sincerely apologize.
  If you have any further questions about the declined charge, we recommend contacting your bank or credit card company.

  Customer response

  01/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have been in contact with my banks regarding the payment issues I've encountered, and they have confirmed there are no issues on their end. This problem is not isolated to one card but affects multiple cards, and every bank has reiterated that the fault does not lie with their services.  Despite detailing these issues in my last communication on January 2nd, I have yet to receive a response (see attached). This repeated non-resolution and lack of acknowledgment suggest a need for a deeper investigation into the matter. It is crucial that this issue is addressed more thoroughly than with repetitive and vague responses.

  Your immediate attention to this matter and a substantive response would be greatly appreciated, as it significantly impacts my time and financial interactions with your business.
  

  Thank you for your prompt attention to this urgent issue.
  

  Best regards

   ******

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *
  
  
  
  
   
  

  Business response

  01/30/2025

  We apologize for any misunderstanding. If a payment method is declined by our payment processor, we are unable to override that. We would recommend trying a different card or placing the order from a different browser if the issue persists. Thanks for your understanding.

  Customer response

  02/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am disappointed that, despite repeatedly stating in my previous complaint that I have tried multiple cards and my orders continue to be canceled, the only response I receive is to try another cardwithout any explanation for the cancellations. I am not requesting any action on your end; I am simply asking for clarity on why my orders are being canceled and what is causing the issue. The lack of a substantive response and failure to address the root cause reflects poor customer service and a disregard for resolving the issue efficiently.

  -******

   

   

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *
  
  
  
  
   
  

• Initial Complaint

  01/15/2025

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Missing the blackberry retinol serum from my order. I have contacted them 4 times since the 21st of December. Two times were when they were out of office but I only found that out once I sent an email to a different email not meant to resolve order issues. I got an automatic response back on the 27th of December saying they were out of office until the 2nd of January. Well it is now the 13th and I've still yet to receive a response. I just want what I paid for and they aren't responding to emails. The last one I sent was on the 6th.

  Business response

  01/29/2025

  Hi there,

   

  We have no emails from this email address or under this order. We apologize sincerely if there was an item missing from your order. We are happy to offer a refund or replacement ASAP. Please email us at the email address on your packing slip and we'll get back to you within 1 business day.

  Customer response

  02/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I emailed them and did not get a response within a day like they claimed. They probably didn't get my email again since they claimed they did not get any of my other emails. I'm sending proof of the screenshots that I did email them 4 other times along with my most recent one. I don't know why they didn't just send out my missing product after responding to my complaint on here. They asked me to email them again but why when my emails aren't being recieved? I obviously can't contact them that way and need to communicate through here and I only had 6 days to respond on here before bbb would close the complaint out so I can't wait another day to see if they will possibly respond to my email. So please just send out my missing blackberry retinol serum.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** ********
  
  
  
  
   
  

• Initial Complaint

  12/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order was 12/2/2924. I received a partial order of 2 free products and 2 small free samples on 12/7. The order # ****** and it looked like they all would be in the same box by the shipping label but the set I ordered was a larger collection called the vault. I only received a small box. I have emailed numerous times and there is an automated response right away. One person did respond asking for my order number. I replied. No answers yet. There are no phone numbers to call.

  Business response

  01/02/2025

  Customer has been refunded in full for the sold out item. We have replied to every email.

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When creating an account with **********************, I had received an eMail with a promo code to redeem a free deluxe samples of the Watermelon Niacinimide Dew Drops and Cloudberry Essence Bright Toner. At the very end of the eMail in tiny print, unbeknownst to me, a while beneath what appeared to be the end of the eMail, it said it would expire in 2 weeks. I hadn't read this as it was so far below the content of the email. I placed my order and used the code, and it let me go through and use the code so I naturally assumed it was accepted, especially since I had no knowledge of the expiration date. There was no asterisk telling me of any details in the eMail and I had no reason to expect an expiration date as the eMail did not provide an asterisk as extra details usually do. Also, the checkout let me use the code. It had been about 18 days when I placed that order, so the code should have expired but the checkout let me use it. I assumed it just added it, but when my friend also placed an order with her code she got a week ago it said it showed the items in the reciept, while mine just said the code and then 0.00 off. I checked the eMail and then saw the info. Not only was I failed to inform it would expire but the checkout failed to tell me it expired and let me use it anyways. I eMailed Glow Recipe customer service and it said they would get back to me in 1 business day. It has been 4 days without a response. I didn't ask for anything extra, I just want the promotion that was promised to me, as it was GRs error. Not only that, but I had previously eMailed them asking about how to use the code because I was unfamiliar with the site and they told me to just use it at checkout, another opportunity to inform me of the expiration date. I just want my promotion. At this point I would hope for that at least but for this struggle I would want some other sort of more resolution to make up for this, but I will happily just have my promotion accepted and the promo code error fixed.

  Customer response

  11/15/2024

  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

  10/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am writing to formally submit a complaint against Glow Recipe regarding the cancellation of my order despite assurances it would be fulfilled. I believe the companys actions violate basic consumer rights and good faith, and I am seeking a resolution.On October 1, 2024, I placed an order for a virtual masterclass with a free product offer. I received a confirmation number (ORDER #******), and on October 5, Glow Recipe emailed: We want to assure you that we are working to ship out your Glow goodies as soon as we can, and we will send you a shipping confirmation as soon as your order is on its way. Based on this, I believed my order was secure.However, on October 23, 2024, the day of the masterclass, I realized I had not received the event information. After contacting Glow Recipe with my order number, I received a response from Summer stating: I wanted to kindly remind you that only one discount code can be used per order. If multiple discount codes are applied, our system will flag and cancel the order Thank you for your understanding. My order was then canceled without prior notice or a chance to correct the issue.This cancellation is unjustified and contradicts the representations made. I adhered to the promotion terms, and the sudden cancellation feels like a breach of implied contract. The assurances from Glow Recipe indicated that the order would be fulfilled, causing undue frustration.I request that Glow Recipe reinstates my order and delivers the products associated with the masterclass offer. Furthermore, I believe the company should issue a formal apology for its error.I look forward to a prompt and satisfactory resolution and expect a response within 14 days from the date of this letter.

  Business response

  10/25/2024

  On October 1st, this post was created on Reddit, which caused some people to take advantage of a discount code meant for past attendees of our masterclass to use towards a product purchase, instructing them to use two discounts in voilation of our TOS, to receive unpaid items and event tickets: *****************************************************************************************************************************************************************************************************************************************************

  Using multiple discount codes is against our TOS as noted here:

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

  This order was not paid for so it was cancelled in line with our TOS. While it was claimed on Reddit that we removed the code from our website, it in fact never appeared there, as it was given out only live during a previous event and passed on in violation of the agreement with those it was given to.

   

  Customer response

  10/28/2024

  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

  05/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed my order on May 11 and on May 16th my order was delivered however it was incomplete the order had 6 out of the 8 products no invoice and no samples that were suppose to be included. I did email them and received a response Monday 5/21 they want me to file a lost package complaint but my package was not lost nor stolen it was missing a serum and a moisturizer

  Business response

  05/22/2024

  Customer sent one email and we responded within 1 business day. The very next business day (today), we issued a full refund despite the order being delivered.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I experienced significant disappointment with Glow Recipe, particularly with order #****** placed on November 23, 2023. The delivery, promised by November 30, was delayed until December 23. This disruption led me to purchase another gift for my niece, as the original was intended for her birthday. Upon attempting to return the unopened package, Glow Recipe initially appeared helpful. However, they later claimed my items were not returnable, contradicting their policy at the time of my purchase which stated only limited edition items were excluded from returns. This bait-and-switch tactic not only wasted my time but also demonstrated a lack of transparency and customer respect. I always double check that things are returnable, and my order was not under that case. Plus, why wouldn't they tell me in the first email they sent me? Instead they waiting until I pushed heavily to return it after a LONG delay with shipping, which is insane to me. I wish their policy was clear.Glow Recipe's preferential treatment of influencers, sending them free products while neglecting genuine customer issues, further exacerbates the feeling of disregard for loyal customers. You can see it all over online, it seems they only care about influencers. Their offer of a minor discount for future purchases, following their refusal to accommodate a return, feels inadequate and dismissive. This experience has highlighted a concerning trend of prioritizing social media visibility over real customer satisfaction and support. I hope for a reconsideration of my return request, reflecting a commitment to fairness and customer care, rather than continuing practices that seem to mislead and disadvantage genuine customers.

  Business response

  03/05/2024

  This account from the customer is false.

  Customer is a known and previously blocked unauthorized reseller of our products, who purchases them in bulk, then requests to return everything, and returns empty products or nothing at all. Initially they claimed their entire package didn't arrive and demanded a refund. Later they switched to claiming the items arrived but too late. Eventually, they opened a chargeback claiming the items were in "unacceptable conditions". That is a total of 3 different requests they sent us, all contradicting the other, for a very high value order. Additionally, customer is using false contact information (even in this very BBB claim - please view the phone number and name they provide). The order was purchased during a highly discounted sale and marked as "final sale" accordingly. However, they can return our items purchased from us, but they have already now been refunded by their bank. They never returned the items to us, and never received a prepaid return label to do so. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a bottle of moisturizer and want to return it for a refund. On every product page of their website, it states "free returns". I have emailed them about this issue but have not received an answer as to why their automated system does not let me return the item. When I type in my order #****** the system says that the item is not eligible for a refund. The item I want to return is Watermelon Glow Pink Juice Moisturizer - Jumbo Size (95ml). I already have other products from a separate order that I am returning and already have the label printed and the items boxed. I was waiting to mail the box until I was able to return the moisturizer. Attached is a screenshot of how every product page states free returns. The 2nd screenshot shows the return policy. The 3rd screenshot shows how the retun system will not let me return the item.

  Business response

  01/04/2024

  We're hurt and confused by this complaint. As noted in our return policy (attached), this item is final sale, but we made an exception very quickly and allowed this customer to return. On the same day ************ exception (attached), the customer left this complaint. It sounds as if the customer does not want the refund anymore, and is upset by that offer, but hasn't asked for anything else from us or given us another option to make this right from them so we are confused by the complaint.

  Customer response

  01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I am sorry but I received an email stating that the sale was a final sale and that I could not get my money back for the audio I paid for but was not at the exhibit. All I am asking for is the $20 refund for the nonexistant audio.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  02/05/2024

  Customer still has not reached out to us to request a label. They have attached screenshots of our automated returns system which of course has rejected the order since it is over 2 months old. We asked that the customer email us to initiate the return, which we have agreed to make an exception and allow despite the time-frame, and they have not done so.

  Customer response

  02/07/2024

  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

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 20 I ordered $304.75 of products from glow recipe since a YouTuber I follow highly recommended them and Ive been wanting to get them as a gift for a good friend of mine. I then happened to run into multiple issues. At first the package said it was delivered but I never got it. Luckily I ended up receiving it the next day. Now the issue is that as I opened the package, a big mess was created since the products I ordered were leaking. I emailed glow recipe back and forth asking for some type of help. I sent them a picture of the damage but they claim I recently sprayed it on. I said multiple times that taking the pictures kept creating messes and I did not spray it on. I looked at reviews on BBB and trustpilot. A common theme is that they dont take responsibility and constantly gaslight their customers. I have been going back and forth with them asking for a resolution, but they refuse to do anything to help. At this point I just want my money back. I want to return the products and get my money back but they dont seem to be wanting to do that. This was a VERY expensive order I made and I would expect to be treated with respect but it seems glow recipe isnt willing to help their customers when the company makes mistakes.

  Business response

  10/27/2023

  Customer initially claimed the package did not arrive. Customer then claimed it arrived damaged. Customer refused to provide photos of any damage. Customer may return the items using our free return system, but they are instead asking to keep the items and demanding a refund.

  Customer response

  10/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I am not asking to keep the items. I literally emailed them saying I want to return it but if I try to use the return system it says, order not available for return even though I checked the return policy and the items in my order should be eligible for return. They ignored my last email. If they fix the system and let me return it, Ill ************ all these products for a refund. Even in my complaint I said I would be willing to return it. Like I said, the company lies and gaslights and takes no responsibility.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  11/09/2023

  The customer refuses to provide proof of damage (evidence attached). We have provided a prepaid return label (this is also attached), and customer is welcome to return the order for a refund. A refund will be issued for any items returned in their original, unused condition.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered over $100 worth of their products and when the box arrived, one of the items had a defective seal and the product had leaked out into the box. I went to their website and provided my order information, an explanation of the issue, and requested a replacement. They emailed me back asking for a picture of the product and not the box (specifically asked to not have a picture of the box) and I did exactly what they asked. That was a week ago. I have not heard back. I tried looking up their phone number online, but the only one I found gives a message that says they do not accept outside calls. I have followed up via emails three times with no answer. I offered in my last email to send the open product back as I am not trying to get something for free, but again my email has been ignored. I just want the product I paid for or at least a response.

  Business response

  03/15/2023

  Hi *****! We're so sorry for any miscommunication! We replied to all of your emails within 2 business days, including the one we sent today. Please note that we are closed weekends, and sending multiple emails will cause the message to be pushed back to the top of the queue, and we start from the oldest each day. We have issued you a store credit, without asking you to return anything, and have included $15 more than the cost of the item, so you are not charged shipping and if you'd like, can apply the remainder towards a different item. Thanks so much for your kindness and understanding.

  Customer response

  03/15/2023

  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,
  
  ***********************
  
  
  
   
  
  

*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. ↩