Glow Opiniões 

Resposta da Glow

Actualizada a 27/09/2024

Thank you for sharing your concerns with us. We want to address each of your points in detail and provide some clarity.

First and foremost, please rest assured that the product you purchased is entirely safe, as it is CE approved and certified. Your safety is our utmost priority, and this certification confirms that the device meets all necessary standards for safe usage. You can find the CE certificate for this product on the product page above the price and from here you can easily download this if needed.

In regards to the instructions, we sincerely apologize if they felt insufficient. The product does come with an instruction manual which I can see from your emails you did in fact receive, however you felt that the information was lacking. We understand it may not have been as detailed as you needed, especially if you're unfamiliar with similar devices. The majority of our customers are beauty professionals who often have prior training with these kinds of products, which is why the instructions may seem minimal. However, we’ve listened to your feedback and have now created additional resources for all users. We have developed a detailed blog post with three user guide videos and a range of tutorials, which can also be found on our YouTube channel. This will ensure that anyone, regardless of experience, can easily and confidently use the device to achieve their desired results.

I can also see that our customer service team has been actively engaging with your emails and even reached out to let you know we were gathering comprehensive information to better assist you in using the device along with providing you with our return address approx. 5 minutes after your request, so I am unsure how you deem their assistance 'shocking'? We're sorry if there was any confusion here, but our team is committed to providing all the help needed.

Additionally, we’d like to address your comment regarding the possibility of receiving a used product. As a registered UK company, we ship directly from the supplier, and it would make very little sense for us to send out returned or used products. After reviewing our email exchanges, it seems the initial concern was related to the instructions, and we are unsure how the idea of receiving a used product arose. We take this feedback seriously, and I want to clarify that your product was brand new, just like all the others we ship.

You can find the blog post here: https://glowbeautycase.co.uk/blogs/glow-beauty-case-blog/how-to-use-the-glow-beauty-plasma-pen

We have also added a detailed user guide to the product page itself which you can find above the products price and you can easily download from there. If however you have trouble doing this, please message us and we can send this to you via email if needed.

Thank you again for bringing these issues to our attention, and for helping us improve our communication and user guides. Should you have any further concerns or need additional assistance, please don’t hesitate to reach out. We're here to ensure you have a positive experience with our products!

Resposta da Glow

12/09/2024

Hi Chloe, thank you so much for leaving us such a great review - we really appreciate it and are so happy to hear that our customer services were able to assist you even when there was a time difference! Thank you again :)

Resposta da Glow

Actualizada a 12/09/2024

Thank you for sharing your feedback. We understand your concerns and would like to address them directly.

Firstly, you mentioned that the razor provided was a "pointless expense." However, using the razor is a crucial step for the IPL device to work effectively. Hair needs to be properly shaved for the treatment to target the hair follicles. Skipping this step significantly reduces the device's effectiveness, which may explain why you haven't seen the results you expected.

Regarding your comment on our 14-day return policy being a "scam," we want to clarify that this policy fully complies with UK distance selling regulations. It is a standard guideline for consumers and businesses, not a deceptive practice. The terms are clearly outlined on our website in accordance with legal requirements.

You purchased the product in May and mentioned experiencing issues early on, yet we received no communication from you during the 14-day return window or shortly thereafter. It was only 3 months later that any communication regarding dissatisfaction was made. We always encourage customers to reach out if they find a product unsatisfactory, especially within the return period, so we can address any concerns or arrange for a return. Instead, we only heard from you recently—after more than three months of use—demanding a refund. Unfortunately, we cannot process refunds for products that have been used beyond this period, and we also cannot provide returns when it appears a product has been misused, such as not shaving prior to using the IPL device.

Additionally, we did respond to your messages and provided detailed explanations as to why we were unable to grant a refund. It seems you have since taken to Trustpilot to post this negative review as a response to our decision.

It is also important to mention that based on your other Trustpilot reviews, this is not the first time you’ve left negative feedback for a company when a refund was not granted. This pattern of leaving poor reviews when refund demands aren’t met is unfair to businesses who operate within their policies. As much as we strive to satisfy every customer, we cannot issue refunds for products used extensively beyond the return period, especially without timely communication of any issues.

Additionally, we have received many positive reviews from customers who have been able to return items and receive refunds when applicable, along with many positive reviews for our IPL laser hair remover also.

We are a transparent company that follows UK law, but we will not be pressured or bullied into issuing refunds in response to negative feedback. We hope prospective customers will consider the evidence presented in this review and realize that we aim to provide a fair and professional service to all.

Resposta da Glow

Actualizada a 24/08/2024

Thank you for your feedback. We take all customer concerns seriously and would like to clarify the situation regarding your order.

On Saturday, 24/08/24, at 9 PM, well after our business had closed at 1:30 PM, the owner of the company personally responded to your inquiry via email after checking the inbox to ensure there was no urgent enquires (your email was received at 8:32 PM on the same day). Our email, sent just 30 minutes after receiving your message, included the relevant tracking information showing that Royal Mail had delivered your parcel to the designated 'safe place.' We also provided a link to the tracking, along with screenshots from the Royal Mail website that included photographs of where your order was left, to help you retrieve it quickly.

Rest assured, we are not a scam company. If anything, we have gone above and beyond to assist you, making sure that you had all the necessary information as soon as possible. The photographs alone are a 3rd party website and clearly show a delivered parcel to the address given by yourself.

We understand that you may not have had a chance to read your emails yet, but we would have appreciated the opportunity to resolve this matter before you left a negative review. Unfair reviews like these can seriously impact small businesses like ours. The owner’s effort, well outside of business hours, was specifically to ensure you had the details needed to retrieve your parcel promptly.

It is disheartening to see a review posted so quickly without giving us a chance to assist further. We are truly unsure of what more we could have done in this situation.

If there are still any issues with your delivery, please let us know. We remain committed to providing excellent service and are here to help. Should you check your emails and see the response, we kindly ask that you reconsider your review, as it does not accurately represent the situation. Your parcel has, in fact, been delivered.

Resposta da Glow

12/08/2024

Hi Frankie, thank you so much for your great review for our Starlight Black Glow Beauty Case. We are glad you are enjoying your purchase - If there's anything else we can assist you with, don't hesitate to reach out—we're always here to help!

Resposta da Glow

12/08/2024

Thank you very much Rebecca for your 5* review - we really appreciate it! We are glad to hear you are finding the IPL effective. If there's anything else we can assist you with, don't hesitate to reach out—we're always here to help!

Resposta da Glow

12/08/2024

Thank you Emily for your positive review of your 80K Cavitation machines, we are really pleased to read that you are enjoying using this beauty machine. If there's anything else we can assist you with, don't hesitate to reach out—we're always here to help!

Resposta da Glow

12/08/2024

Thank you Gregory for leaving us such a great review of our 3 in 1 cav machine! If there's anything else we can assist you with, don't hesitate to reach out—we're always here to help!

Resposta da Glow

12/08/2024

Thank you Fi for leaving us such a great review! We are so pleased you are happy with your cavitation machine :) If there's anything else we can assist you with, don't hesitate to reach out—we're always here to help!

Resposta da Glow

12/08/2024

Thank you Kira for leaving us a great review about your experience. If there's anything else we can assist you with, don't hesitate to reach out—we're always here to help!

Resposta da Glow

12/08/2024

Thank you Helen for leaving us such a wonderful 5* review. We are so pleased to read that you are happy with your order! If there's anything else we can assist you with, don't hesitate to reach out—we're always here to help!

Resposta da Glow

Actualizada a 12/08/2024

Thank you for sharing your feedback. We’re sorry to hear that you are unhappy with your purchase and the experience you’ve had with our customer service.

After reviewing your case, we can confirm that we received your email and video. However, your request for a replacement or refund was made four months after you received the device, which falls outside our 14-day return policy, as stated on our website. The order was delivered on the 25/01/24 and the first point of contact from yourself was on the 10/05/24.

Additionally, since the item has been in use for four months and no issue was brought to our attention during that time, we cannot determine whether the device was faulty upon arrival or if any issues developed during the months of use. You mentioned that you used the product regularly, which means the device would have been well worn over this period. It's possible that the item could have been damaged during this time. We did review the video you provided, and it appears that the device is functioning with both the laser and lights operating correctly.

We understand your frustration and had you reached out sooner we would of been more than happy to offer this to you. Our intention is never to overlook any customer concern but we must adhere to our policies to ensure fairness. We did also make you aware that the product team would need to review any information regarding this issue before we could review and respond to your query.

We value your feedback and will use it to improve our communication and service in the future. If you had of had an issue with your order from the point of arrival and you had reached out within the return window, we would have been more than happy to assist you with a resolution.

Resposta da Glow

Actualizada a 12/08/2024

Vielen Dank für Ihre tolle Bewertung. Wir freuen uns, dass Ihnen Ihr Glow Beauty Case gefällt! Wenn wir Ihnen sonst noch behilflich sein können, zögern Sie nicht, uns zu kontaktieren – wir sind immer für Sie da!

Resposta da Glow

12/08/2024

Hi Anna, thank you for your 5* review, we are so pleased to read you are happy with the service provided and your order. If there's anything else we can assist you with, don't hesitate to reach out—we're always here to help!

Resposta da Glow

12/08/2024

Hi Marie, thank you so much for leaving such a glowing review for us - we are so happy you have enjoyed your buying experience with us! If there's anything else we can assist you with, don't hesitate to reach out—we're always here to help!

Resposta da Glow

12/08/2024

Thank you Valerie for your 5* review. We are beyond happy to read that you love your Glow Beauty Case! This particular model is becoming one of our best selling makeup cases, so its great to read the positive feedback! If there's anything else we can assist you with, don't hesitate to reach out—we're always here to help!

Resposta da Glow

12/08/2024

Thank you Kylie for you 5* review. We are so pleased you love your Glow Beauty Case! If there's anything else we can assist you with, don't hesitate to reach out—we're always here to help!