Complaints

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.

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  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:

  Glo Recipe on Tik tok has not been communicating any longer. Infact it has been about 2 weeks without a response. Thus going the route with BBB

   

   

   

   

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

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

  Business Response

  Date: 04/04/2025

  Hi! We're so sorry to hear about the damage to your product. It sounds like you have been communicating with Tiktok. Please contact us directly for assistance. You can find our email address on your packing slip.

• Initial Complaint

  Date:01/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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,
  
  ****** *
  
  
  
  
   
  -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

  Date: 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.

  Business Response

  Date: 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 Answer

  Date: 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

  Date:01/15/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

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

  Business Response

  Date: 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.

• Initial Complaint

  Date:12/17/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 01/02/2025

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

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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,
  
  **** ********
  
  
  
   
  
  ced 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.

• Initial Complaint

  Date:10/25/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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,
  
  ******* *******
  
  
  
   
  
  d 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

  Date: 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.

   

• Initial Complaint

  Date:05/22/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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.