Facetheory - Reviews and experiences

I've been using their creams every morning and night for years — actually, mostly in the morning — so I know the formulas well. The skincare itself is fine, really. The issue is the new aluminium tubes and how the stuff arrives. My last order showed up with a couple of dented tubes, edges went a bit sharp as you squeeze them, and trying to get the last bits out is a nuisance and wasteful. I contacted customer service, waited longer than I'd like for a reply and got a standard answer about returns but no real follow-up. Delivery wasn’t great either, packaging not protected. Until they change the tubes and sort service, I won't reorder.

I didn't expect to be opening a mess. I've used their eye creams on and off for years and until recently they were one of my go-tos. This order arrived with the tube loose in the packaging. The lid looked cross-threaded and when I opened it half the cream just shot out. I couldn't stop it. Left with less than half. Packaging issue, clearly. What surprised me was how quickly customer service handled it — they replaced the product without a fuss. That was good. Delivery itself was fine, box arrived on time, but the product inside wasn't secured. I've had better packaging from other brands, but worse support too, so it's a mixed bag. For now I'll wait before ordering again. Small things, but they matter. I appreciate the quick replacement though.

first refund showed up within an hour, the second one was processed in about 15 minutes. I was honestly a bit stunned at how fast they handled it. Not many companies move that quickly.