Facetheory Arvostelua 6 185

Vastaus yritykseltä Facetheory

6. elok. 2025

Hi Martina,

Thank you so much for your kind words! We're thrilled to hear that our products are gentle and perfect for your sensitive skin. It means a lot to us that you’re happy with your makeup items. We can’t wait to have you shop with us again!

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

6. elok. 2025

Hi M,

Thank you so much for your wonderful feedback! We're delighted to hear you've been enjoying our products for years and that our team has been helpful with your questions. We're committed to providing great customer service and are glad we could promptly assist you when needed. Your satisfaction means a lot to us, and we truly appreciate your continued support!

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

18. heinäk. 2025

Hi Farzana,

Thank you for taking the time to share your feedback. We're genuinely sorry to hear about your experience with the new packaging and any disappointment it may have caused. Please be assured that your comments are very important to us, and we take all concerns seriously. Our team is already actively reviewing the current packaging to make improvements.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

18. heinäk. 2025

Hi,

Thank you for sharing your honest feedback and for your continued support of our moisturiser—we’re delighted to hear you love the product itself. We’re truly sorry for the frustration caused by the new tube lids and for the inconvenience this has brought, especially with product spilling in your wash bag. We also apologize for not following up after you reached out via webchat; your experience is not up to our standards and we regret the lack of response.

We appreciate you bringing the packaging issue to our attention. Your feedback is invaluable in helping us improve, and we’re currently reviewing packaging concerns like yours to find a better solution.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

18. heinäk. 2025

Hi Susmita,

Thank you for sharing your experience with the AHA facewash and lavender moisturizer. We are very sorry to hear that these products were too harsh on your skin and caused breakouts, as well as the unpleasant smell you described. Your feedback is important to us, and we sincerely apologize for any discomfort or inconvenience this has caused.

Please contact our customer service team at help@facetheory.com to arrange a refund or exchange, or so we can assist you further with your concerns. We are committed to helping you find products better suited for your skin type, and would be happy to offer recommendations or discuss your needs in more detail.

Thank you again for getting in touch and giving us the opportunity to address this. If you have any additional feedback, questions, or require immediate assistance, please let us know.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

18. heinäk. 2025

Hi Helen,

Thank you for sharing your feedback. We're sorry to hear that you’re disappointed with the change from jars to tubes and feel that the quality of the creams has declined. We appreciate how important it is for you to feel confident and satisfied with your skincare.

We’re also sorry that you felt the customer care team was defensive during your call. That is certainly not the experience we want for our customers, and we regret that you felt this way.

Your comments are important to us, and we take them seriously as we continue to evaluate our products and service. Thank you again for your honest review.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

18. heinäk. 2025

Hi,

Thank you for your feedback and for giving our product a try. We’re glad to hear it offers moisturizing benefits, but we’re sorry the consistency and lack of glow didn’t meet your expectations.

The separation you noticed can sometimes occur due to temperature changes or how the product is stored, but we understand this can be frustrating. Try shaking or massaging the tube before use; this can help re-mix the ingredients. If the issue persists, please contact our customer service team at help@facetheory.com so we can further assist or investigate.

As for the glow, achieving a radiant finish can depend on an individual’s skin type, how the product is layered, and other routine steps. For an extra glow, you might try pairing it with a gentle exfoliant or vitamin C serum, provided these suit your skin’s needs.

Your insights help us improve, and we appreciate you sharing your experience. If you have more details or would like personalized tips, please reach out—we’re here to help ensure you get the best results from your skincare.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

18. heinäk. 2025

Hi,

Thank you for your detailed feedback on the new tube packaging. We understand your frustration with the change from glass jars to tubes, especially regarding storage, ease of use, and product waste. Your concerns about the tubes being awkward to open and not standing upright are important to us, as is the issue of color uniformity making product differentiation difficult.

We made the switch to tubes with certain goals in mind—such as product protection and sustainability—but we recognize that the experience should never be compromised. Your feedback has been shared with our product development team for improvement consideration and they already activley reviewing the current packaging.

In the meantime, if you need any tips on using the tubes more effectively or want to discuss alternatives, please feel free to reach out to our customer service team. We truly appreciate your loyalty and hope to find a way to keep you enjoying our products despite these packaging changes.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

18. heinäk. 2025

Hi Tina,

Thank you for your feedback and for being so open about your concerns. We value your years of loyalty and are genuinely sorry to hear about your recent experience with the metal tubes.

We want to clarify that the grey residue you noticed is not mould, but rather the result of oxidation on the metal cap and tube. This can develop when the metal reacts with air and moisture over time and is a common, harmless process seen with bare metal packaging. The residue itself is not a sign of contamination or bacterial growth.

That said, we completely understand your frustration with the packaging and how it has affected your experience. We are already investigating ways to improve our tubes and caps to reduce oxidation and minimize product waste. Your feedback is crucial to this process, and we appreciate you helping us do better.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

30. kesäk. 2025

Hi Yaseena,

Thank you for taking the time to share your feedback. I’m truly sorry to hear about your experience with your subscription order and the frustration caused by the delays and communication issues. This is not the standard of service we aim to provide.

We understand how important it is for subscription orders to arrive on time, and we apologize for the inconvenience and lack of clear communication throughout the process. Your concerns about compensation and the handling of your queries are valid, and we take them seriously.

We are committed to improving our processes to ensure that issues like this are resolved more promptly and transparently in the future. If there is anything further we can do to make this right, please let us know—we value your feedback and your continued trust in us.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

25. kesäk. 2025

Hi Kiara,

Thank you for sharing your feedback with us. We’re sorry to hear about your experience and want to ensure it is addressed promptly. Your comments have been passed on to our customer service team, and they will be in touch with you shortly via email to assist further. We appreciate your patience.

Facetheory Team