Saturday, July 23, 2011

GlitterSniffer Cosmetics: Readying Packages and Releasing Customer Information

I apologize that I have been out of pocket. I have much to post and am going to condense it all into one post to streamline, outlining the happenings of the past week or so. I appreciate your understanding.

GlitterSniffer Cosmetics is working double time in order to gear up to open and begin sales.

Posted yesterday was a link to the new website as well as a Shop tab added to the Facebook Page.

On 7/22/11 GlitterSniffer Cosmetics posted a variety of pictures showing packages ready to be shipped out for those that requested store credit in lieu of a refund. There are no discernible ingredients labels in any of the photos. This is not to say they aren't being included elsewhere in the package to meet regulations, however. Once the packages begin going out will we know for certain.

What is troubling is that in at least one of these photos customer information, including name and address, is clearly visible for anyone to see. When conversing via email with Lela regarding FTC regulations on customer privacy during the exchange of refund information (for which I directed her to the FTC themselves) she stated in no uncertain terms she would be calling them to ensure she was meeting their guidelines. Though I don't claim to be an expert regarding FTC regulations it is doubtful that posting customers name and address on the internet meets those guidelines. (Picture has been edited to remove personally identifying information though I have the original intact).

Inadvertent though this may be it still constitutes an major issue for GS, namely that the focus on following all guidelines is not what it needs to be at this point.

Also this week on the GS Fan Page (which is *still* moderating comments) a post went up regarding Scentsy, with a link to purchase to help fund GS reopening. Lela stated she would not be receiving the funds but that supplies would be being purchased for GS, presumably with the profits the Scentsy seller is making from the purchases. Currently there is only one person who publicly announced a purchase, an (as of July 18, 2011) "associate" of GS who has been assisting in getting the company up and running.

It is not clear how being an "associate" of GlitterSniffer Cosmetics works, if it is a paid postion or not, but she was welcomed to the team, though currently there are only two employees publicly listed for GS besides Lela Warren, Brandy Cameron and Katherine Huhl-Herndon.

A new Private GS group was created ostensibly for the fans to post without being "harassed via messages". While there were instances in the past of others contacting fans via PM on Facebook in an effort to educate them on the past issues it should be noted that I have never done so myself. I was, however, contacted on July 18, 2011 on my own private Facebook profile via PM by a GS associate regarding matters related to GS, despite the email address for all things GlitterSniffer Cosmetics related being publicly available on the Complaints Facebook Page. I have yet to respond to the message but encourage the person to contact me via email to discuss the matter. I will again reiterate publicly that any owner, employees, affiliates, associates, or family members of GlitterSniffer Cosmetics or Lela Warren should contact me via that email address only.

 It has been my policy in the past not to post any information I received from the previous GS Private Group. The group as it was was run by fans for fans and although Lela was an Admin and a member it felt very invasive to me to post from that group. As it now stands the new Private Group was created by Lela herself and she is the sole Admin (even encouraging people to add her personal profile to be added to the group and despite her assertion she would not be running it). Therefore I have changed my stance on posting anything as it pertains to the Private Group as this is yet another extension of the GlitterSniffer Cosmetics business. Posting of information from the new GS Private Group is in line  with GS' new policy of openness with any information regarding their business practices.

And what of those business practices that brought GS to this point? As posted previously Lela has had issues separating business from personal, and actually lost her original Facebook account due to advertising (the second and third Facebook accounts are TOS violations). She admitted that keeping up with so many different forms of communication caused issues and repeatedly asked people not to contact her regarding GS on her personal profile (after telling them to add her to do so). Why then is Lela encouraging people to add or message her through her personal Facebook?


It also seems premature to be entertaining the idea of offering store credit/discounts as prizes, offering possible discounts to those inquiring about ordering, or sponsoring contests, especially when that cuts into the profit margin that is to be going to refunds, no matter how miniscule that cut may be.

As a quick update to the Refund information posted on July 11, 2011, I have not been contacted regarding the refund amount due nor with any information regarding the charities (TWLOHA, GLAAD, ASPCA) that Lela said she would be contacting to discuss the $3000.00 owed to them. Lela updated here stating she had contacted two of them, but there was no information given as to which they were or what the outcome was. She states that as soon as the third charity responds she will release that information. The note also states she provided FDA with her labels and ingredient information. She also states that FDA has been informed of the intent not to wear gloves while placing sifters in pots (or other tasks where this may "cause more harm than good"). GS is back to manufacturing again but has not, as yet, posted videos of this process as stated they would in this note. The refund form was posted to the GS Fan Page and a deadline of August 15, 2011 was enacted. When questioned Lela stated it will be GS policy not to accept returns or exchanges and she did not want new customers to be confused by the current refund process. It was also announced that refunds would be for $2.00 per jar, far less than the original amount offered. I have also been informed that 15% of the profits (minus shipping costs) will go towards refunds. 

While it is still my sincere hope that everyone affected by GlitterSniffer Cosmetics past business practices gets the refunds due to them the lingering issues do seem pervasive, especially the release of customer information, the amount being offered for refund (when customers provided proof of what they actually paid), and the dependance upon personally befriending Lela Warren for business purposes. This is in addition to the quality control concerns posted last week. One would hope that prior to proceeding these issues would have been recognized and a plan in place to prevent the same issues from recurring but sadly, it seems they have not.

7/3/11 ETA: Removed a piece of PII. I regret the oversight.

1 comment:

  1. Lela will never change. I'll eat my sneakers if she ever actually refunds everyone.


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