Glow Reviews 

Antwoord van Glow

Geüpdatet op 24 aug 2026

Dear Customer,

Thank you for updating your review.

For clarity, the out-of-hours messages you refer to are automatic acknowledgements sent when emails are received outside our stated business hours. They confirm that the message has reached us and provide our opening hours so customers know when to expect a response. Many customers find these acknowledgements helpful and reassuring.

Our records show that approximately 15 direct responses were sent by our team throughout this process. These included answers to the questions you raised, troubleshooting guidance and correspondence regarding the courier collection. The higher number shown on your phone includes your own outgoing messages together with the automatic out-of-hours acknowledgements; it does not represent more than 60 individual responses from our team.

We also referred to the message that was accidentally sent to your husband because this explained why we did not respond until you contacted us again the following day. We fully appreciate that this was an easy mistake to make. However, we could not respond to a message we had not received, and without this clarification, the review could give the impression that the delay occurred on our side.

Having reviewed the correspondence, we remain confident that our responses were courteous, professional and focused on reassuring you and resolving the issue as quickly as possible.

As previously explained, we consulted our engineer and suggested checking whether a simple plug-in connection had become loose during transit, which can occasionally happen with electronic equipment. The only proposed action was reconnecting the wire to its socket. This was not a technical repair and was offered solely as a possible quick solution. Had anything more technical been required, we would not have advised you to undertake it yourself.

The check was also entirely optional, and we repeatedly confirmed that it would not affect your warranty. At no point were you expected to repair a £400 machine.

When you advised that you did not wish to carry out any further checks, we respected your decision and arranged the return ourselves. We paid for the machine to be collected and returned at no expense to you. A full refund was then issued on the same day the machine arrived back with us, in accordance with our returns and refund policy.

We fully respect your right to leave a review based on your experience. We hope you can equally understand why we have responded to clarify the process where we believe the account given does not fully reflect the correspondence or the steps we took to assist you.

We completely understand that receiving a machine with a screen that did not function on arrival was disappointing. However, we do feel that the review is unfair considering that we remained in regular communication, sought assistance from our engineer, offered an optional potential solution, paid for the return and issued your full refund immediately upon receiving the machine back.

Good communication is not something customers would ordinarily raise as a cause for complaint. We would fully understand such criticism if our communication had been poor or if you had been left without responses or updates. In this instance, however, we remained in contact throughout and responded even outside our stated office hours—as you also acknowledge—in an effort to reassure you and resolve the matter promptly.

It is therefore disappointing that the additional time, goodwill and effort our team provided do not appear to have been recognised, despite the matter being fully resolved and your refund being issued without delay.

Kind regards,

GB

Antwoord van Glow

23 feb 2026

Thank you for your review, Luna.

We were sorry to hear of the issue you reported. However, our records show that you contacted us regarding this matter approximately 1 year and 2 weeks after purchase. All of our devices are supplied with a 12-month warranty, and unfortunately this item was outside of the warranty period at the time you made contact.

We also note that there was no correspondence from you during the 12 months following purchase to indicate any fault or defect, which suggests the device was functioning during that time.

While we understand your frustration, we do feel the feedback is somewhat unfair as it does not reflect the length of time the product had been owned prior to the issue being reported. Typically, electrical faults due to manufacturing defects present within the early weeks or months of use, rather than over a year later. It is therefore possible that usage conditions or storage may have contributed.

Unfortunately, once the warranty period has lapsed, we are unable to offer repair or replacement under warranty terms.

Antwoord van Glow

23 feb 2026

Thank you Alex for your 5 Star Review and for supporting our business. We are very happy to hear that you are enjoying your beauty machine.

Kind regards

Antwoord van Glow

Geüpdatet op 21 aug 2025

Hi, and thank you for your review.

We would like to clarify a few points raised in your comments. As stated clearly on our About Us page, Delivery Policy, and Terms & Conditions, our products are shipped directly from the manufacturers we work with, who are based in both Europe and China. Many of the items we supply are exclusively manufactured in China, which is standard in the beauty equipment industry and something most of our customers understand is not a drawback.

What is important to highlight is that we only source and sell CE-certified products. Unlike many other businesses, online sellers and marketplace sellers, we ensure our products go through rigorous and costly testing, certification, and documentation processes to guarantee user safety. All CE certification processes include 4 or more certificates and test reports etc to make a full CE - CE Certification is not just 1 certificate and we ensure that our products are fully covered and are safe for our clients and customers to use making us the leading beauty product supplier in the UK. This level of compliance and quality assurance is also reflected in the pricing of our products.

While it is possible to find similar products at a lower price, these often do not carry the necessary safety testing or CE certification required for compliance in the UK. Choosing uncertified alternatives comes with significant risks, as you cannot be certain whether the product is electrically safe or if the materials used meet safety standards. This lack of assurance can pose serious health and safety risks, potentially leading to harmful injuries or illnesses.

With regard to your comment about the product “taking ages to arrive,” we would like to clarify that delivery timeframes are clearly stated in our Delivery Guide (available in the website footer, on each product page beneath the price, and again at checkout). We provide this information upfront so customers are fully aware of the expected delivery process before placing an order.

It is also worth noting that many orders actually arrive sooner than the estimated timeframe we provide, and it is likely that your order did too. However, we publish the full delivery window transparently to ensure realistic expectations. Since your order was delivered within this timeframe and you were therefore required to cover the return postage, we are unable to understand the basis of this particular complaint.

As a UK-registered company, we provide customers with a 14-day return window. If a customer simply changes their mind, the cost of return is the customer’s responsibility. Since the points you raised are clearly outlined on our website, and your order did arrive well within the stated delivery window we provide, this is why you were required to cover the return cost in your case.

We are sorry to hear that your experience did not meet your expectations. However, we can confirm that all information regarding shipping, product processing and returns is provided transparently to our customers prior to purchase.

For any future orders you place with other businesses, we would recommend reviewing the policies carefully to ensure you are fully aware of a company’s processes and delivery timeframes, as the concerns you have raised could have been avoided had this information been read beforehand.

Antwoord van Glow

Geüpdatet op 30 jun 2025

Dear Sofia,

Thank you for taking the time to leave your feedback. We take all concerns very seriously and are always here to help where we can.

However, having reviewed our records, we can see that no prior communication has been made to us regarding any issues, either via email or our live chat service. We always encourage customers to reach out directly so that we can provide prompt support and resolve any concerns.

In regard to your review, we do find the comments somewhat vague, and it’s unclear which aspect of the order you feel was misleading. All of our products are clearly presented on our website with multiple high-resolution images, detailed product descriptions, FAQs, and how-to guides to ensure our customers have all the information they need before purchasing. We also proudly share genuine customer reviews and take care to ensure all listings are kept up to date and accurate.

Please also note that all of our items are made to high professional standards and are trusted by a wide number of salons and beauty professionals across the UK and come with free delivery - making us one of the most compliant UK beauty suppliers.

If you do require any assistance, please contact us directly at hello@glowbeautycase.co.uk, and a member of our team will be happy to help.

Kind regards

Antwoord van Glow

Geüpdatet op 26 feb 2025

Dear Laura,

Thank you for sharing your feedback. We take all customer concerns seriously and are always happy to clarify any misunderstandings.

Firstly, I would like to assure you that Glow Beauty Case does not source products from AliExpress or similar platforms. We work directly with manufacturers to ensure that all our products meet UK regulations and are CE-certified—something that many low-cost marketplace items do not offer. Our shipping times are also considerably faster than those typically associated with such platforms.

Our processes and policies, including sourcing, shipping, and returns, are clearly outlined in the policy pages located in both the header and footer of our website. These are provided to help customers make an informed decision before purchasing. We encourage all customers to review this information to understand our business practices before placing an order.

Additionally, the product you received is exactly as shown on our website, and we have numerous customer reviews, including photographs, which clearly depict the item in question.

Regarding our returns policy, it is fully compliant with UK consumer laws and is transparently outlined on our website. We strive to provide clear and accessible information so that customers understand their rights and options before making a purchase.

Furthermore, considering that our product comes with CE certification and is fully compliant with UK standards, our pricing remains one of the most competitive in the market. Unlike lower-cost alternatives that may not meet these essential safety and quality regulations, we ensure that our customers receive a professionally certified product at the best possible value. Additionally, we include free UK postage, which covers import fees and other associated costs, offering even greater value and convenience for our customers.

As for reviews, we take pride in the strong reputation we have built among both retail and wholesale customers, as well as professionals who engage with our learning facilities. Many customers return to us based on their positive experiences.

We also find it concerning that you did not reach out to us directly before leaving this review. We always encourage customers to contact us with any concerns, as we are more than happy to assist and resolve any issues. If you would like to discuss this matter further, please feel free to get in touch with our team.

Best regards

Antwoord van Glow

Geüpdatet op 30 jan 2025

Hi,

Thank you for your feedback.

We believe we have identified your order based on your initials, and a response, along with a return label, has been sent to you via email. Could you please check your inbox, including your junk or spam folders, in case it has been filtered there in error? This was sent approximately an hour ago so in no way are you being ignored.

Please note that emails sent outside of our office hours will not be responded to until the next working day. We are currently a small team that works hard to reply to all queries within 24 hours, and we have done so with all of your messages.

We always strive to provide prompt and efficient support, and from our records, all of your emails have been responded to in a timely manner. Given this, we feel that your review is somewhat unfair, as we have done our best to assist you throughout the process.

Unfortunately, we do have necessary procedures in place for refunds, which are clearly provided to customers before making a purchase. These processes need to be followed to ensure everything is handled correctly. If there is anything further we can do to assist within these guidelines, please do not hesitate to reach out.

Kind regards,

Antwoord van Glow

21 jan 2025

Hi Nicola,

Thank you so much for your review! Our email support team has sent you an email regarding your query. If you haven't received it or need further assistance, please don’t hesitate to reach out. We're more than happy to help with any questions you may have.

Best regards

Glow Beauty Team

Antwoord van Glow

6 jan 2025

Dear Joe,

Thank you for your feedback. While we have already apologised for the delay in your order not arriving in time for Christmas, we feel it is important to address some of the points raised in your review to provide a balanced perspective.

First and foremost, our delivery policies and terms are clearly outlined on our website to ensure transparency and set realistic expectations for all our customers. These policies exist to help you understand delivery times, potential delays—particularly during busy periods like Christmas—and the terms of service agreed upon when placing an order. By choosing not to review these, it becomes challenging to fully understand how and when items will be delivered.

Regarding the delivery itself, as with any individual or business, we rely on third-party couriers—in this instance, Yodel—for shipping services. While we work diligently to process and dispatch orders as quickly as possible, we cannot control courier operations, particularly during peak holiday seasons when delays are more likely. However, we would like to highlight that our logistics team worked tirelessly to ensure your order was collected and delivered as quickly as possible.

Throughout this process, our customer service team was in regular contact with you via email and online chat. They responded to your queries promptly and provided detailed updates to assist with your concerns. Given the amount of effort and dedication they put into resolving the situation, we are disappointed by this review, as we feel it does not fairly reflect the quality of support you received.

The issues you experienced ultimately stem from delays with Yodel, which were beyond our control. Had the delivery guide been reviewed, you would have been aware of these potential delays and the steps we take to mitigate them.

We take great pride in our commitment to excellent service and remain dedicated to providing the best possible experience for all our customers. While we regret your dissatisfaction in this instance, we hope this response clarifies the situation.

Kind regards,

Antwoord van Glow

12 sep 2024

Hi Chloe, thank you so much for leaving us such a great review - we really appreciate it and are so happy to hear that our customer services were able to assist you even when there was a time difference! Thank you again :)

Antwoord van Glow

Geüpdatet op 24 aug 2024

Thank you for your feedback. We take all customer concerns seriously and would like to clarify the situation regarding your order.

On Saturday, 24/08/24, at 9 PM, well after our business had closed at 1:30 PM, the owner of the company personally responded to your inquiry via email after checking the inbox to ensure there was no urgent enquires (your email was received at 8:32 PM on the same day). Our email, sent just 30 minutes after receiving your message, included the relevant tracking information showing that Royal Mail had delivered your parcel to the designated 'safe place.' We also provided a link to the tracking, along with screenshots from the Royal Mail website that included photographs of where your order was left, to help you retrieve it quickly.

Rest assured, we are not a scam company. If anything, we have gone above and beyond to assist you, making sure that you had all the necessary information as soon as possible. The photographs alone are a 3rd party website and clearly show a delivered parcel to the address given by yourself.

We understand that you may not have had a chance to read your emails yet, but we would have appreciated the opportunity to resolve this matter before you left a negative review. Unfair reviews like these can seriously impact small businesses like ours. The owner’s effort, well outside of business hours, was specifically to ensure you had the details needed to retrieve your parcel promptly.

It is disheartening to see a review posted so quickly without giving us a chance to assist further. We are truly unsure of what more we could have done in this situation.

If there are still any issues with your delivery, please let us know. We remain committed to providing excellent service and are here to help. Should you check your emails and see the response, we kindly ask that you reconsider your review, as it does not accurately represent the situation. Your parcel has, in fact, been delivered.