Rituals Limited Edition GlossyBox Canceled Orders Update

ByLiz CadmanNov 13, 2017 | 112 comments

Quick update for anyone who bought the GlossyBox Rituals Limited Edition box when it was marked down to $13.30:

Hello Liz Cadman,

Thank you for placing order XXXXXXX with us.

Unfortunately we have had to cancel this order. This is due to a pricing error on our website. We pride ourselves on having accurate information on our website, but on this occasion there has been an error which has subsequently been amended.

We understand this could be very frustrating for you and apologise for any inconvenience this might have caused.

If a charge has been taken for the order, then a refund will be requested upon cancellation and the money returned to your account within 3-5 working days.

If the item is still of interest to you, it can now be ordered at the correct price on site.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,
GLOSSYBOX Customer Service Team

All orders have been canceled. And if you bought the Limited Edition Holiday Box with this box on the same order, that entire order has been canceled. (That happened to me.)

Sorry about this! GlossyBox has had past boxes marked down in price before, so this clearance seemed normal, but in the future, we'll double check to make sure that pricing is correct.

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GlossyBox is a beauty subscription service box that allows customers to sample products monthly. Sampling lets the subscriber fall in love with new products and become life-long brand advocates. Each box is filled with five makeup, hair and skin care products from top brands.

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Liz Cadman

Liz is the founder of My Subscription Addiction. She's been hooked on subscription boxes since 2011 thanks to Birchbox, and she now subscribes to over 100 boxes. Her favorites include POPSUGAR Must Have, FabFitFun, and any box that features natural beauty products!

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112 comments

Alison M

I got an email from them yesterday that said :

Your new message from our Customer Care Team:

Hi Alison,

Thank you for getting in touch for an update on your recent order.

I am really sorry to let you know that we have had to cancel your order for the Ritual Limited Edition because our suppliers were unable to provide it.

I understand how disappointing this might be. We have tried other suppliers but we have not had any luck. We will be removing the item from our website as soon as possible.

If a charge has been taken for the order, then a refund will be requested upon cancellation and the money returned to your account within 3-5 working days.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Stay Glossy.

Kindest regards,

Nadine

GLOSSYBOX Customer Service Team

I am disappointed to not get the deal since I was going to use it for gifts, but I’m not raging mad. I just know to be careful when I decide to buy from Glossybox.

Shari

And the Plot Thickens LOL

Hi Shari,

Thank you for getting in touch for an update on your recent order.

I am really sorry to let you know that we have had to cancel your order for the Rituals Limited Edition edit because our suppliers were unable to provide it.

I understand how disappointing this might be. We have tried other suppliers but we have not had any luck. We will be removing the item from our website as soon as possible.

If a charge has been taken for the order, then a refund will be requested upon cancellation and the money returned to your account within 3-5 working days.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Sending Glossy love.

Kindest regards,

Nadine

GLOSSYBOX Customer Service Team

Shari

Why do my comments keep not showing up but you use them? Act like they are your messages? Terrible!

Lizzie

This is all such a ridiculous mess. If you don’t want to honor the price that YOU had posted and that YOU allowed to be processed, fine. But let people know IMMEDIATELY and THEN issue refunds. You don’t freaking cancel orders and finally send a generic non-specific message 3-4 days later!

Oh, and I had sent a message asking why my order showed my card couldn’t be processed – I had signed up for the 3 months for $30.00 deal – and the guy said it’s because of a “price change” and they can give me $5 off of my next box. Real damn big of them. So apparently they’re not going to honor my 3 boxes for $10 deal either.

I’m DONE with Glossybox. This is horrible customer service, horrible business practices and the products aren’t that great anyway. They can go suck a goat.

Rebecca

I read somewhere else in here that, allegedly, the 3 boxes for $10 each deal wasn’t supposed to be in the US (which raises the question, if the boxes were ten DOLLARS each – was that supposed to be for Canada? Australia?). Based on what you said, it sounds like they’re not honoring that. Are they offering you the next box at $16 and the other two at $21? If so, that is insane. Will they at least let you cancel without further charges if they aren’t honoring the deal they offered and you accepted?

Kathy

Hi Liz. Is there any code or coupon for a discount on this specific box? Thanks for all your hard work and keeping us all well informed for all things subscription related!!

Rakshanda

This discussion is out of control .. lol

Not really sure what the frustration is for I am currently a member of glossybox and yes the customer service is a nightmare and yes I always get the shorter end ( the cheaper variation ) in my glossybox .. buy hey they said there would be a variation and I have reached out to them more than once and yes there is THE time when you feel like you want to just give up but that’s when they get back to you and they may not have the best alternate in the world but it is something plausible ..

They said it was a technical error they owned up to it and more importantly they gave you your money back they didn’t just keep it and disappear like a few boxes that just closed their website and vanished over night this year ..

I mean the Salem witch trial that glossybox has to go through for every error or delay is ridiculous

It’s like they are NOT allowed to make a mistake…it’s like a broken product in your box is nothing to do with the shipping and is purely a vendetta against you …

They sent an email telling you it’s a technical error and refunded your money they were closed this Saturday due to Veterans Day which is why it took them so long to get back

People are not happy with just an email so they want an already wobbly company to honor the deal ( $13.30 I mean come on the price should have been your first hint !!) or give them a $5 gift card I mean come on you guys

They had deals when they were giving 2 boxes when you buy one back in June July
and from $21 to $10 a month deals for the last 6 months!!!!

CLEARLY, They are already drowning but instead of understanding it’s like the attack of the vultures over here (business take years to stabilize I am sure people who own them Understand better )

If they ran away with your money it would be understandable .. if they refused to acknowledge an error it would make sense but I mean come on you guys!!!

Take your money elsewhere that’s your decision…but give them a break I mean seriously !!!!

Lizzie

I don’t care if you’re down to a team of 1 person – if you made such a giant stupid mistake (and it comes down to human error and not technical) – then it is your RESPONSIBILITY to inform the people that YOUR ERROR is impacting. They were “closed” and yet they were able to magically cancel tons of orders but not give out any information? Yeah, that’s pretty convenient. ANYONE who works in business knows that this is shoddy business. You did not cancel orders and wait 3-4 days to give a non-answer. You give answers and then give refunds. Kind of common sense.

Sally

Very well put, Rakshanda.

Hildol

@lizcadman my comments never post for some reason???

Hildol

@lizcadman my comments never post for some reason??

Hildol

I am absolutely not trying to minimize people’s feelings at all. They have the right to be upset but I agree some are taking it to an un-needed level. A website error, sales were cancelled, everyone refunded along with their free charm points. No damages here other than the major loss boxycharm could have incurred. The customer has the right to be upset but they do not have the right to force glossybox to sell it to them at that errored price. I studied contract law. There are people quoting acts from the UK, other countries as well and googling and the stating cases (without reading them to fully understand them) that do not really apply.
I am personally not a fan of the “sue happy” and I hope not to offend. I am a business owner and the customer honestly is not always right. Glossybox is not popsugar meaning a giant business. Small businesses can be destroyed by things of this nature. They have the right to fix a website glitch and quickly refund people their money (keep in mind popsugar and other companies can and have taken up to 21 BUSINESS DAYS TO REFUND. glossybox is doing so in 2 days and one of the days was a weekend )
Easy terms: “Unlike many other countries there is no US national law regarding contracts. Rather, each state has its own contract law, so it is important to determine which state law would actually be applicable to any given contract. Of course, there is much commonality between states for what is required to form a contract and also in relation to enforcing terms. In general, courts may not uphold a contract if one or more of the following is found: Lack of Capacity, Duress, Undue Influence, Misrepresentation, Nondisclosure, Unconscionability, Public Policy, Mistake, Impossibility.”
The word mistake is pretty loud here. They made a mistake. AND THEY DID RESPOND QUICKLY IN BUSINESS TERMS. (Not trying to be shouty capitals here, just point this out in my seriously long essay lol). Ritual boxes went on sale Friday November 10th. Orders were cancelled Saturday 11th. They notified everyone via email in ONE BUSINESS DAY. Businesses have the right to be closed on weekends too. They caught it and fixed it in less than 24 hours. They responded in technically LESS THAN ONE BUSINESS DAY. AND they refunded everyone. Before blowing this way out of proportion, it’s okay to be upset. But it isn’t to be unreasonable and trashing/harming a small business/sue happy/ when the fact your order was cancelled quickly and refunded immediately. Yes their customer service in the past could be handled better. But they were quick here.

Elena

It’s not a small business.

Dianac

I had been considering signing up with glossy for a while now, but seeing how they cancelled everyone’s orders over THEIR mistake, I don’t want to support a business like that. They just lost my business and my money.

Michele P.

It looks like Glossybox is trying to do themselves in! Terrible! At least they’re consistent about being inconsistent!

Trisha

I hope they get stuck with a boatload of these Ritual boxes and have to put them on super clearance just to break even…

Between GB and Boxy being both huge disappointments, I’m thinking I’m going to reconsider which companies I do business with.

Right now I’m feeling under appreciated and that these companies feel like they can do whatever they want.

I’ll probably cave in tho if there’s Black Friday super deals tho- dang, no power to resist.

kathy

I think they legally have to honor the posted price even if it was in error.
I placed 2 orders, only one of which was cancelled – the one I spend my glossy point on…. which I find interesting.
I stopped my sub 6 mo ago, was thinking of watching for a black friday deal, now I am not so sure I want to do that

Jason

Before people jump on this idea, I just want to point out that it’s NOT true that companies are required to honor pricing errors.

It’s a common misconception, with people equating it to “false advertising” or thinking they have to sell it at that price because they put in an order for it, but in terms of the actual law, a retailer isn’t actually selling/”offering to sell” an item for an advertised price. They’re actually soliciting offers from the public. Until the item actually ships, a seller is free (within certain limitations) to refuse your offer to buy at a given price.

That said, in many cases, it makes sense in terms of PR/good will to honor the pricing error, if it’s not substantial. In others, the good will generated isn’t worth the revenue loss when you have something like a 60″ TV accidentally listed online for $9.99.

Anna

The worst part of all this is that spelled apologize wrong 🙁

They spelled it correctly. It can be spelled two different ways.

Amber

Haha, you do “realise” that GB is now owned by LookFantastic, which is a British company. That’s how they spell apologize.

Jenni

I’m so disappointed in how they handled this. I wonder if they are even legally allowed to do this? Here in New York, businesses are held to honoring pricing for things like their employees put items on the wrong shelf. They have to give the price listed under the product. I’m already upset because I ordered a limited edition box on Sept 30 and still haven’t received it or my October box. The tracking number doesn’t work. I’ve been trying to get it resolved for weeks but it’s back and forth nonsense from them. Last night I received an auto response on the email chain that says something about sorry but use a different customer service email instead of this one you have been. What does that even mean? That now I have to try and start over again trying to get these people to send me what I paid for 7 weeks ago….idk I wanted to get the holiday LE box but I don’t think so anymore.

Kary

Honestly regardless of an error that’s still false advertising and any other businesses will honor it cuz it’s false advertising bottom line

Jen

The one good thing that came out of this was I found out I had a credit of $20, since I can use this on look fantastic I plan on picking up my conditioner, which I actually need at a great discount.

JuJu

Why are everyone’s comments posting but mine?
I am not even seeing the ones from last night.

Julie

Yup, happens to me too when I complain about something. Even after getting a response claiming they don’t delete posts.

Dianac

Mine too, I never see my posts anymore or get the email to confirm my following my post.

Susan

Nice way to use our money as a temporary loan for 5+ days. I️ will no longer do business with glossy box! They could have tried to make this right!

Pamela

Maybe they sold too many at a super low price!!! They have been discounting their subscriptions very often lately. I wonder if they are having financial problems.

Ally

I hope whoever the Glossybox employee was that made the technical error in the pricing isn’t reading all these comments. Especially if they were a lower ranked worker and not a manager or something. I would be terrified of being fired for a seemingly small mistake that led to such outcry!

A responsible company would not put all the blame on one worker for a human error. Of course people make mistakes. But there should be systems in place to verify and check work to protect employees and the business from these issues. And the outcry came mostly from this not being a responsible company that takes ownership of their mistakes proactively (sure jumped on cancelling those orders but took 3 days to send out even an explanation or apology…only after the pressure of the outcry). If a single employee gets blamed, thrown under the bus and fired for this, they are probably better off at a different company anyways.

Jeanette

Well Ally, it actually may be good for somebody in that company to read the comments. We have the Rituals fiasco, where the pricing that was put in their system was accepted. And then after that, the limited edition Glossybox showed a ship date of December 1, 2018. So for a large company, I think improvements in the web posting at the very least should be addressed. However, based on how all of this was handled, I am pretty sure there is more to the story.

JuJu

In retail, though, that’a big mistake.

Danielle Marie

This fiasco was the last straw for me. Between nonexistant customer service and just a generally poor personal experience overall, it’s time to cancel. New ownership or not, GlossyBox has turned into a suuuper shady company. The fact that they’re refusing to offer any kind of rectification whatsoever to this mess is just the cherry on top. This box is not worth the headache.

Jeanette

I agree Danielle. There are too many other boxes that will keep me stocked and not aggravated.

Sally

Pretty sure I will get blasted for this, but … people were posting, as they were buying the box, that they thought the price was a mistake.

Why is GB now the evil company for trying to get out of this mess? If anything, people buying the box were the dishonest ones trying to exploit a mistake. All this anger is misplaced.

chris

I called them first to check that price, I wasn’t trying to exploit anyone. I thought it might just be a great sale price because of the holidays. I was told that the price was right but I would have to pay for shipping.. I don’t know what more, I as a consumer could have done. In fact, the price originally said $40 preorder so that’s why I called to see if the $13.30 was a deposit. Then I saw after verifying with a customer service it was $13.30 full price. Then the orders were cancelled. Then the box was back up for $30.00. This was handled poorly by just cancelling everyone’s order and waiting a few days to issue an apology.

Jenai

Interesting that they verified the price! That does make it doubtful that this was just a website glitch or other form of error. This gets weirder and weirder…

JuJu

I don’t know why you even called them to verify in the first place. You already went above and beyond.

First, I didn’t read any comments about this being a mistake at the time (only speculation when they started cancelling orders). This box has been for sale for awhile and has been marked down already and even sold through GILT or somewhere too. It is not unreasonable to think it would be on clearance, especially if they are trying to clear out inventory for the Holiday boxes. Even Liz admitted she didn’t think it was odd. So to follow your suggestion, I should never buy anything marked on sale or clearance online in case it’s a mistake because I might be taking advantage of someone’s error. Finally, I don’t think Glossybox is evil, especially for the mistake. What is disappointing is the quick cancellation of orders without any explanation for days (only after so much pressure) and the longstanding and generalized lack of customer service, response, and caring about issues.

Beth

Amen! Well said! I would be upset too. I can’t even get my Oct box and now it says sold out…WTF. I was sooo excited about the 3 boxes for 10 bucks……. Growing pains they say…..boooooooook

JuJu

“So to follow your suggestion, I should never buy anything marked on sale or clearance online in case it’s a mistake because I might be taking advantage of someone’s error.”

Yeah, that’s some interesting logic, to say the least.

Jenai

No -a 99% off glitch where a $900 TV goes on sale for $9 is an obvious glitch or mistake. A $13 sale on an item that’s been discounted to $17 before just looks like inventory clearance. Companies routinely discount old inventory to 70-90% off, especially towards the end of the year, for tax reasons. It isn’t an ‘obvious mistake.’

JuJu

I also don’t get why we should have automatically concluded that it was an obvious mistake.

Jeanette

Boy Sally, that is definitely a new one for many of us. Glossybox advertises a clearance price, we decide to buy the product at the clearance price and we are now the dishonest ones? I can’t find any reality where that makes any sense. Glossybox lost a lot of customers on how they handled the situation.

Jay

No. The customers are not the dishonest ones for expecting a product to cost what it was advertised as on a retailer’s website.

Missy

Omg whatever

Jeanette

Lol

JuJu

Hmm, I haven’t seen any such posts?.. Did anyone really think it was a mistake at the time??

I bought the Rituals box earlier this year for $25 from Glossybox, and that was the regular price for subscribers. Considering that the box has been out for a while now and that it’s not high value cosmetics, I don’t see why it can’t be on a clearance sale.

It certainly never occurred to me the day of the sale that it’s likely just an error.

Elena

Ditto.

Helen

I can’t believe they have a whole customer service TEAM. I figured at the most they had one part time 97 year old woman with cataracts who worked every other Tuesday afternoon.

Nancyisshopping

LOL… best comment I’ve read in a long time.

Krista Trench

LOL omg!! Best thing I have read all day! Maybe all week!! Haha!!

Jeanette

Helen, thanks for lightening the mood, we definitely needed it!

Linda

LOL !!!

Beth

Soooo funnny..hahahehe!Thank you for this post.Priceless

Helen

Yup, cancelled my other orders and closing account. Bad form Glossybox. You should honor 1 box for each customer that ordered before you realised your error. Liz, not your fault at all, thank you as always for being the source of info and advice , often times before the companies themselves give heads up on any errors and changes. Thank you

Nancyisshopping

I was hoping that even if they refused to honor one box (which I think would have been the best solution) that we would have at least been given a code for 25% off a box or something.

Ann

Right?! Not that it matters anymore. The fact that I had to find out from commenters on MSA about my box being cancelled pretty much stopped me from ordering the holiday box and doing any future transactions with them.

The bad word of mouth/internet they are getting from two hiccups in a row is not good for the company at all. It is mind boggling to watch a Glossy Box botch customer service like this.

Popsugar had that mystery box uproar and even though we all knew we were taking a chance and could get crap, they still bent over backwards to make people happy. My mind was blown away by how they handled that.

Ann

How do you close your account? Is there a way I can do it? I’ve sent emails requesting they close/delete my account, but no response.

Artemis

Part of me wonders if this was a Black Friday deal that accidentally went out early. But whatever the reason, I’m disappointed I won’t get the box I ordered. It’s highly unlikely I’ll ever attempt another purchase from this company again. Completely unprofessional.

While I hope they’ll see the backlash from this and decide to honor the price, I doubt it will happen. Which is a shame. Bad customer service is their M.O.

Mandi

I’m not sure I believe this was a mistake. The box is almost a year old and had already been discounted, I think the original price was $30 for subscribers. It was on Gilt for 20 or 25 or something like that months ago, so being on sale totally made sense. Something weird is going on here, why would they need to preorder if they already have tons from before?

Auyrn

Cancelled my LE box over the Rituals fiasco. Let em know. Rather spend my money with another company. Too many other choices.

Amber

I cancelled mine too. Not sad about it either, cause I’m not really interested in the two items spoiled either. I just have too much stuff, and I’d rather save my $40 to put towards a Christmas gift for someone

Jeanette

I am with you Auryn!

Lauren

Do the new owners of GB not know this box already has an image problem when it comes to customer service? Knee-capping the momentum they’d started to build all over an old LE seems a bit … short sighted.

At least honor the box price 1 per customer, dump some old merch and build a little goodwill.

Nancyisshopping

I agree. They were just starting to have more favorable comments than negative ones.

nancyisshopping

I agree. They should honour one of the $13.30 boxes per customer.

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Rituals Limited Edition GlossyBox Canceled Orders Update

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