10/9-10/15
This week, Glossier released a new size of one of their products called “Cloud Paint”. It’s a smaller size than the original for this product, and based on the comments, customers wished that this size of product was permanently added to Glossier’s products, rather than it being only seasonal. Looking through the comments, I found that Glossier has been replying to comments that are asking simple questions, but not acknowledging comments about complains. For example, last week there was an outcry to change the formula of one of their products back to its original. Glossier did not respond to any of these comments, even ones asking why the formula changed. I saw again this week that customers are not quite satisfied with these “Cloud Paints”, but Glossier doesn’t respond to these comments.
