Glossier London — Local services in London

This store is insane. Whoever came Up with the queueing/waiting area system should consider having themselves checked for a brain injury.

Here’s the timeline you arrive, stand in a line outside in the cold, handed paper and a pencil to mark off what products you want like a cheap dim sum restaurant. once you get inside you’re greeted by a circular bench populated by the saddest faces in Covent Garden. It’s unclear why they are sad, but you’ll find out eventually. all the products are displayed unattractively on moulded plastic tables - no intuitive order to anything, no clear signage. a member of staff approaches, iPad mini in hand. Dressed in a dumpy pastel coveralls like the mechanics in a backstreet garage dealing in stolen Barbie Dream Cars. He knows his stuff, sure, but the collection of knowledge is the only thing keeping him sane in this misjudged retail hole. you make a purchase. Remember that paper you were handed in the line on the street? You’ve checked the boxes and the pink jumpsuit man enters it into his device, taking your card payment right there on the ‘shop’ floor. the biggest indignity comes when he takes your name and sends you to a holding area. You have to then wait in a pen, shoulder to shoulder with a throng of confused shoppers. You’re waiting to have your name called out. You haven’t been handed a receipt. You’re just standing in this room, or maybe you’re unlucky enough to not fit in this room, and you’re forced to stand by the Bench of Sadness (suddenly you realise why they look so thoroughly gloomy). eventually you’re name is called. You’re handed a pink paper bag with your name scrawled on in marker pen. Is this it? Is it over? Is this actually my order? How has a brand like glossier come up with a shopping process worse than the self service screens in a McDonalds? you leave, vowing to shop...

I’m obsessed with Glossier lipsticks and have bought several over the last few years. When I lived in Canada I’d buy online, and their customer service was always outstanding. I even got credit put on my account after submitting a review on their website about how I didn’t get on with the brow flick - and I hadn’t even asked for a refund!

Unfortunately I can’t say the same about their in-store customer service. I bought a lipstick back in March that is faulty (will only move up and down some of the time so is basically useless). With only having it 4 months there is probably about 2/3 of the product left (as I said I own several of their lipsticks, so I tend to rotate between them). I’ve never had this issue with any of the other ones I’ve bought, and it’s strange that it all of a sudden stopped working.

When I took it in to see if I could get it replaced, I was told there was nothing they could do as it’s been over 30 days. I should’ve asked to speak to the manager Shawn myself, but I didn’t want to pressure the sales associate dealing with it (who seemed nice enough). I wasn’t expecting them to refuse to replace it so it did catch me off guard. Of course when I tried twisting the lipstick up and down for her it decided to work, so I guess they felt it wasn’t necessary to replace. I was given no other options, just a “Sorry, there’s nothing we can do”.

To say I’m disappointed is an understatement, especially considering how expensive their products have become over the last couple of years. If I decide to buy again it definitely won’t be in-store, but I think it might be time to find a...

Lovely store but disappointing customer interaction

I popped into the Glossier Covent Garden store recently while my husband was waiting outside, and a staff member approached me asking if I needed any help — pretty standard and appreciated. I politely declined as I was just swatching lipsticks and getting a feel for what I wanted.

A couple of minutes later, she approached me again. I responded lightheartedly, saying, “Nope I’m okay, you already asked me this not long ago,” thinking maybe she was just flustered or had forgotten — she had seemed to be pacing around a lot. Her response really caught me off guard: “Yeah I know, I’m just saying,” followed by an eye roll and a dirty look before walking away. I was genuinely shocked and upset by the interaction, especially since I’d been polite and friendly.

Although I felt uncomfortable and didn’t really want to continue the purchase, I needed the product so I went ahead. I confided in another staff member, Aaliyah, who was incredibly kind, understanding, and professional. I asked if the situation could be raised with a manager, and I really appreciated how she handled it. When I got home, I noticed she had popped in a freebie as a kind gesture — something that helped soften the overall experience.

While I love Glossier products and the store aesthetic, this interaction left a bitter taste and made me hesitant about returning. Aaliyah’s empathy is the reason I’m giving this 3 stars...