Sunday, January 9, 2011

GlitterSniffer Q&A

I am still working on editing the Q&A from 1/8/11, but the major questions from that thread have now been posted on the GlitterSniffer website.

Here are the list of questions and answers, unedited by me except to remove personally identifying information, as of 1/9/11.

Lela,

I've compiled tonights list. I can't guarantee there won't be more questions, and I appreciate your taking the time to answer. I have tried to collate them as best I can, but there were multiple questions on multiple threads. I apologize if there are any repeats, but with the sheer volume of information being generated I ask that you understand any oversight on my part.

That being said I have tried to reword any questions to remove any overly emotional content. I am sure you can appreciate more than anyone that this is fraught with emotion, so some of the questions may have a tone that is a bit more spirited than you'd possibly like, but please be assured that they are all coming from a good place.

I understand that some of the questions may take longer to answer than others. Please respond at your earliest convenience.

What if we have clamshells? Like from the full set if we return those what is the rate?

Why do you have money going into redacteds account? Do you have the ability to transfer it to your account? If so why can't people just pay to the gs paypal to restore the balance?
Could we possibly get a photograph/photographs of each of the recalled colors (particularly the ones that are not pink) so we can check our randoms? It would be super helpful :) Put on photobucket or wherever. There's no way to look these up anymore.

What is the protocol for handling returns of recalled product that were purchased samples (PIFs, etc)? What prices are you refunding for those?

Will other forms of proof (receipts, photos) be accepted as proof of purchase for recalled products for those that have been instructed by the FDA to retain their products?

I had reactions to products that were not on the recall list. You state catagorically that your products that are not recalled are safe, but what assurances can you provide me that they are (including ingredients)?

Why have you personally attacked people who are only trying to recoup from a business that has admitted wrongdoing?

It seems that MANY of the purples have pink in them -- Can Lela provide any info as to which purples are safe and which ones aren't? This info would need to be clear enough so that those of us with random/unlabeled colors would be able to understand. It's also difficult since there are often three different shades of the same color. What is the recall policy for the randoms, or those other colors that may contain pink?

Can we please know the Chemical names for the "bad dyes" or "soap dyes" or whatever was used please? Thanks!

What are the ingredients for the liquid eyeliner?

Is the pigment Denise safe?

What is your timeline to send out replacements for those who wish to have safe pigments sent to them instead of a refund?

Is Saturday Night being recalled?

Is GLAAD red Vegan? Will you release a list of all pigments that are not vegan? Are you planning to recall the nonvegan products?

I've noticed some ladies have sent ALL their GS pigments back. What happens in this case if they feel ALL GS pigments are unsafe and have proof of these orders; and (possibly) refunds pending. What happens then? Will they only be refunded the pinks as Lela has stated or will they be refunded their whole amount? What should happen should someone send in their whole collection??
 
Redacted would like to know why her gift bag was never sent, and why she was told that it was. Additionally she would like information specific to the timeline when charity money for redacted will be sent.

Again, thank you for your time. I truly believe that your answers will result in a mutually beneficial resolution for everyone involved.

GlitterSniffer Complaints



Lela Warren to me 1:09 AM (6 minutes ago)

GSComplaints, I will be skipping over questions that have either already been answered, or are answered in the Q&A on the website.

1. http://www.glittersniffercosmetics.com/recall.html

2. While this is a personal business matter, money is going to a different PayPal since we cannot accept funds as part of our restriction. Also, no I cannot transfer the money over. The bank account associated with that PayPal is not connected to me, therefore we will be using the bank card associated with the new Paypal account to add funds to our GS Paypal in efforts to start restoring the balance again.

3. I cannot take photographs of all the colors because I do not have all of the colors anymore. As I have stated, I have depleted my entire inventory.

4. We are not refunding for samples at this time.

5. Unfortunately, no. Unless we are instructed otherwise, we will need the products back to be considered for a refund, regardless of the referenced situations. Again, we will comply with any request made by a state, local, or Federal agency.

6. If anyone has any concern about a product not on the recall list and would like ingredients on a particular one, please feel free to e-mail me and I will do my best to answer your questions. Due to time constraints and lack of being able to remember every single pigment I've ever made, I'm unable to sit down and make a list of every ingredient in every product I've ever created. With that said, I remember the ingredients used in each pigment if brought to my attention and I will do my best to help you with that. Short of that, I have no other proof, and the use of our product will have to be a personal decision.

7. The one and only person I've had a personal conflict with was done so completely aside from GS. The said person was not only a customer but a friend who crossed a very personal line. I was wrong for the things that I said, and given the opportunity to speak with her, I would apologize to her. Other than that, while I may have not always acted in the most professional manner, which I regret and will change, I have not personally attacked anyone else.

8. All purples are safe. For our final, official recall list, please visit: http://www.glittersniffercosmetics.com/recall.html

9. http://www.glittersniffercosmetics.com/recall.html

10. I don't have the information for the liquid eyeliner readily accessible. Please e-mail me about this and I will get back to you on that one.

11. Yes, the pigment Denise is both Vegan and Eye Safe

12. We have not got new pinks re-made yet, nor our whole stock replenished. We are working on this and will announce when that is available on our fanpage and website.

13. No. Our complete and final list for recalled pigments can be found here: http://www.glittersniffercosmetics.com/recall.html

14. The only 2 pigments that are non vegan are Dr. Seuss Red and Ariel. GLADD red is vegan. No, the 2 non-vegan pigments are not being recalled, as I did make public that those were not vegan.

15. Unfortunately, we cannot refund people for every pigment they have ever purchased from GS cosmetics as long as it is not on the recall list. Any other pigment will not be refunded. If someone were to send in all of their pigments, we would make note of which ones were included in the recall, offer a refund for those and those only, and then discard the pigments.

16.
Redacted may e-mail me regarding her particular order questions. Redacted has ceased communication with GS Cosmetics. If she would like to speak with me, that is certainly welcome and we can discuss when I can get her payment to her.

Thank you all for your questions. While my answers may not have been what some hoped, and while some have elected to never return to GS Cosmetics, I sincerely apologize to you for all of this and thank you for you friendship over the years. I miss you all, and while this has not been under the best circumstances, you have all helped drive me to become a better person, and a better business. I appreciate your questions. I may return in the future to follow up, but for now I'm going to say goodbye to you. If you would like to speak with me further, please feel free to e-mail me at glittersniffercosmetics@gmail.com

-Lela
And that is where it stands for now. I do commend GS for their actions over the last few days. I think it speaks to the commitment to change. We shall see, in the coming weeks and months, if the change is permanent.
As for me, while I applaud the effort, I will not purchase from GS again. That is my personal decision. Anyone else should feel free to take the information presented here thus far and do with it as they please. I will continue to follow up on complaints I have filed, updating both the blog and the Facebook page with new information including Others Experiences, and monitor GS to ensure that every commitment they have made they stand behind.

4 comments:

  1. I chuckled at " The one and only person I've had a personal conflict with". Ahhh, deceit.

    ReplyDelete
  2. B- You know, I've had to let that statement stand on it's own merit. I've heard stories, but they are all secondhand. The only real concrete proof I have of that type of behavior is the voicemail.

    ReplyDelete
  3. "you have all helped drive me to become a better person, and a better business."
    But yet she is still lying, so tell me what lessons have been learned here? I think NONE.

    GSC perhaps you could clarify if this is proper labeling per the FDA for a stack of 10 different colored pigments:

    INGREDIENTS: Mica, Iron Oxide, Titanium Dioxide, Silica, Calcium Aluminum Borosilocate, Red #40 Lake, Hydrogenated Polysobutane, Tin Oxide, Magnesium Stearate, Ultramarine's, Chromium Oxide, Palmitic Acid and Preservatives

    ReplyDelete
  4. Judy- Is that for GS new collection? If so I am working on a post as we speak. It should be up tomorrow or thereabouts.

    ReplyDelete

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