In the final week of observing Glossier’s Instagram page, I found that not much has changed from the past few weeks. Yet again, the majority of comments on their posts are complaints from customers about their new product formulas. Looking through the replies of some comments, I discovered that Glossier changed the formula of their perfume You because one of the ingredients in it was banned in Europe. While this makes sense because they are able to expand their customer base, they are disappointing the customers they already have by changing their once beloved products. One new product they have seemed to release is a pepper mill. This product seems odd for a cosmetics brand and commenters seem to agree, saying “Did anyone else think this is a joke” and poking fun at Glossier’s seeming lack of awareness by releasing a new useless product while their customers keep asking for the old formulas of their favorite products. Over these weeks, these last few in particular, I can determine that Glossier isn’t the most efficient at responding to their customers and they probably need to level up on their social media engagement.
