10/16-10/22
It seems again this week that the Glossier Instagram account is not interacting with customers on social media at all. In these screenshots, it shows that most of the top comments on their product posts are all complaints about how different the products were from their originals. Despite a vast majority of their comments being complaints, Glossier has chosen not to respond to any comments now, even the positive ones. While I can understand why a brand might not want to draw attention to complaints by responding to them, it causes a much bigger issue to ignore it and it shows the customers that the company doesn’t actually care about its customers’ interests. One would assume that their customer service would be trying to calm the upset customers, but there have been no public statements or replies to comments about the change in formula for some of their once-beloved products.
