Fresh - Reviews and experiences

I’m done with this brand. I wanted to love a few items but the mix of dodgy ingredients and the way they handled my simple cancellation made it a hard no. I bought because my lips have been annoying for months — winter dry skin plus a tendency to flare up if I use the wrong stuff — and I was trying to switch to cleaner formulas after a couple of bad reactions last year. So I was actually paying attention to INCI lists, which is why this whole thing feels extra annoying.
I found their lip balms at a small storefront that usually stocks natural brands, and that’s why I trusted it enough to order a few other things from the site. Some things are legitimately nice — a couple of items felt almost excellent when I tried samples — but then I dug deeper and saw other products in the line packed with ingredients I didn’t expect in a “clean” offering. There are silicones, polymers, a heap of potential allergens and things flagged as endocrine disruptors. I even spotted BHT in two products, which really turned me off. To their credit, I didn’t see parabens or phenoxyethanol, so it’s not all bad, but still… not what I hoped.
The ordering and customer service side is what really sealed it. I placed my first and only order during the day and, a few minutes later, decided to cancel part of it. Can’t cancel directly on the site unless you create an account — which is weird and clunky — so I used their contact form. And of course I was left wondering if my message was ever sent, because those forms never confirm properly. Later that evening at 9:00 pm my package was dispatched, without any reply. Okay, if you get back to me before shipment, fine. But they waited until after it left, then replied saying “we see you received the order so it can’t be cancelled” — as if that was my fault. Their solution was to send it back at my expense. That’s not great when parcels can go missing or returning stuff costs more than it’s worth. It felt like they let it ship on purpose so cancellation would be pointless.
On the plus side, delivery from France was pretty quick, so no customs nightmare from the U.S., and several items were at 30% off which softened the blow. Still, some of the pricier creams on their site go for like €400, which makes you expect premium, thoughtful formulations — not hidden controversial ingredients. So yeah, mixed bag: a few lovely products, a handful I’ll toss, and a customer service approach that left me frustrated. I won’t be shopping here again; I’d rather buy from shops that actually answer before they ship or that are transparent about what’s in the jar.

I was really disappointed with my experience at Fresh as a customer. I ordered a gift for my fiancé and got someone else's order from a different location. The customer service was terrible - their 800 phone line was awful, either disconnecting the call or going nowhere. I tried reaching out through their website contact form, left two messages, but never got a response. It seems like once Fresh has your money, they don't care about fixing any problems or giving good customer service. This lack of care for customer satisfaction is just not okay.