Using facetheory since 19’ it was only when they changed the product and the packaging and tried to gaslight me that the microbeads were just part of the product formation over time and then the email... Zobacz więcej
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Chociaż nie weryfikujemy konkretnych wypowiedzi, ponieważ opinie recenzentów są ich własnymi opiniami, recenzje mogą zostać oznaczone jako „Zweryfikowane”, jeśli uda nam się potwierdzić, że doszło do rzeczywistej interakcji biznesowej. Dowiedz się więcej
Aby chronić integralność platformy, każda recenzja na naszej platformie—zweryfikowana lub nie—jest sprawdzana przez nasze oprogramowanie działające w trybie 24/7. Technologia ta została zaprojektowana w celu identyfikowania i usuwania treści, które naruszają nasze wytyczne, w tym recenzji, które nie opierają się na prawdziwym doświadczeniu. Zdajemy sobie sprawę, że możemy nie wychwycić wszystkiego, dlatego możesz oflagować wszystko, co według Ciebie mogliśmy przeoczyć. Dowiedz się więcej
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Four stars because since they have changed packaging of creams to tubes i absolutely not like it at all and really considering buying moisturizers from elsewhere. It's not only terrible to manage the... Zobacz więcej
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Sto usando da tempo il siero viso Facetheory per pelle sensibile e sono pienamente soddisfatto dei risultati. È efficace ma non aggressivo, si assorbe subito e si integra alla perfezione con la mia ro... Zobacz więcej
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super quick delivery! Products are super nice, packaging is so aesthetic and minimalist and clean. I love it. The bakuchiol cream I ordered is not heavy/ greasy, super lightweight, the face & bo... Zobacz więcej
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Informacje dotyczące firmy
Napisane przez firmę
Skincare with integrity. For real skin, real results. Born in Sheffield in 2013, we’ve spent over a decade formulating affordable, vegan, science-backed skincare that meets real needs with real results. Our customers are smart, savvy, and skin-literate—and they expect more. So do we. Our active-rich formulas combine potent ingredients and plant-based care to treat ever-changing skin needs. From beginner-friendly essentials to high-performance actives, every formula is designed with intention—engineered to do more in fewer steps. We’re a certified B-Corp and Leaping Bunny approved. Every decision—from in-house formulation to packaging—is rooted in ethical responsibility and transparency. Because great skincare shouldn’t cost the earth. B-Corp Leaping Bunny PETA British Made Carbon Neutral Shipping
Dane kontaktowe
Eagle Wharf Road, N1 7ED, London, Zjednoczone Królestwo
- help@facetheory.com
- facetheory.com
4,0
Dobra
6 tys. recenzji
Odpowiada na 100% z negatywnych recenzji
Zwykle odpowiada w ciągu 1 tygodnia
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What's happened?
What's happened? I used to love this brand but as others have stated, the new packaging is awful. After opening my cleanser, I noticed my face was bleeding from where a slither of metal had come away from the tube. The product comes out when the lid's off so there's wasteage while I'm trying to screw the top on as quick as I can. The top of the lid has broken off on another product.
The icing on the cake is when I went to amend my subscription, I noticed I had a special offer to 'safe 15% of the below'. I decided to cancel my subscription altogether. The poor grammar on something as important as their website gives me zero confidence in their product.
22 października 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Danielle,
Thank you for sharing your experience. We’re very sorry to hear about the issues you’ve encountered with our new packaging and truly appreciate you taking the time to let us know. Safety and quality are extremely important to us, and what you described with the cleanser tube is not acceptable. Our team would like to investigate this right away—please contact us directly so we can arrange a replacement and review the packaging batch involved.
We’ve also shared your comments about the lid design and website text with the relevant teams. Feedback like yours helps us identify where improvements are needed most, and we’re already working on updates to address these concerns.
Thank you again for your past support and for giving us the opportunity to make this right.
Thanks
Facetheory Team
Love the products
Love the products, arrived quickly, great value
6 października 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Robyn,
Thanks so much for your lovely feedback! We're happy to hear your order arrived quickly and that you’re enjoying the products. Your support means a lot to us!
Thanks
Facetheory Team
Love all the products I have tried so…
Love all the products I have tried so far. Lovely serums and nourishing moisturisers. Lovely fragrance. Not a fan of the metal tubes though and find the caps difficult to put back on.
20 października 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Tina,
Thank you so much for your kind words! It's wonderful to hear you’re enjoying the serums and moisturisers, and that the fragrance is a hit. We really appreciate your feedback about the metal tubes and caps. It’s important to us to make our products as user-friendly as possible, so we’ll definitely take this into consideration for future packaging improvements. If you have any other thoughts or need assistance, please don’t hesitate to reach out!
Thanks
Facetheory Team
Fione from Customer Services was Fab! Yet Ongoing Issues Behind the Scenes
I had purchased several products, only to receive a refund for the two main items — with no email explaining why. I contacted customer service after noticing that the Retinol Firming Moisturiser 0.2% I’d ordered was still in stock (just the fragranced version), and asked if I could have the same discount applied.
Fione was great (5 stars for her personally) — really helpful and understanding, with excellent communication. However, she showed me screenshots indicating that I’d been emailed to ask whether I wanted a refund or preferred the rest of my order shipped. The issue is, I never received that email (and I checked my junk folder). Very strange.
There always seems to be some kind of issue. I genuinely love Face Theory’s products — they work so well with my skin — but something feels off within their buying/marketing strategy. They pivot too often just as you find a product you love, and the constant renaming and reformulating makes the brand feel unstable. I was even told my favourite product was discontinued, only for it to reappear a month later.
A quick look at Reddit shows I’m not the only one who’s had these frustrations.
16 października 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Tamzin,
Thank you so much for your thoughtful review and for recognising Fione’s help. We’ll make sure your kind words reach her.
We’re truly sorry for the confusion about your refund and the missing email. It sounds like the message never arrived despite leaving our system, and we understand how frustrating that must have been. We’ll be reinforcing checks with our email provider to help prevent situations like this in the future.
We also appreciate your honest feedback about product consistency and rebranding. Balancing innovation with reliability is something we’re actively working on, and we’ll make sure your comments are passed directly to our product and marketing teams. It means a lot that, despite the hiccups, you remain a fan of our formulas and we’ll do our best to restore your confidence in the overall experience as well.
Thank you again for your loyalty and for taking the time to share such detailed feedback. It genuinely helps us improve.
Thanks
Facetheory Team
brilliant products, excellent company
Decided to write a review just cause facetheory definitely deserves more than 4 stars! (And it would have more if it wasn’t for everyone hating the new packaging 😅) but they truly are great products and a great company! I’ve been using the night cream especially for years! And they have continued to improve the packaging so it’s fine now imho. Loyal customer here 🙋🏻♀️
19 października 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi,
Thank you so much for your thoughtful review and long-time support! We’re delighted to hear how much you’ve enjoyed our products, especially the night cream, and really appreciate your understanding as we’ve refined our packaging along the way. It means a lot that you’ve stayed with us through those changes. We’re so glad to have you as part of the Facetheory community!
Thanks
Facetheory Team
Great product; Poor packaging
Really like the products and my skin has improved but the packaging is very bad. I find it wastes a lot in these aluminum tubes.. I also find it impractical to store it. I don’t have a drawer to put my products in so they sit/stand very awkwardly on the shelf and fall over. I would prefer a different type of package that stands on its own.
19 października 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Brad,
Thank you for sharing your thoughts with us. We're so glad to hear that our products have helped improve your skin. That means a lot to us. We’re sorry to hear the packaging hasn’t been as convenient as you’d like. We use aluminium tubes to help protect the formula and reduce plastic waste, but we completely understand your concern about product waste and storage.
Your feedback is really valuable, and we’re actively exploring more practical, sustainable packaging options that are easier to use and store. Thank you again for taking the time to let us know. It genuinely helps us improve.
Thanks
Facetheory Team
Products are amazing, but packaging lets it down
The actual products are amazing! Have been using facetheory for a good few yrs now and can notice the difference on my skin, however like many people have said, the new packaging is terrible. No idea why they changed what was working so well for so many. Disappointing when a smaller bizz becomes too corporate.
1 października 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Ruth,
Thank you so much for being a loyal Facetheory customer over the years and for sharing your honest feedback. We’re really glad to hear how much you’ve loved our products and the results you’ve seen on your skin.
We understand your disappointment with the recent packaging changes. Our aim was to make our packaging more durable and user-friendly, but we truly value hearing from customers like you who preferred the previous design. Your feedback is being shared with our product and sustainability teams so we can keep improving while staying true to what our community loves most.
Thank you again for your continued support—it genuinely means a lot to us.
Thanks
Facetheory Team
I used to love this brand when it still…
I used to love this brand when it still had the old branding and packging. The aluminium tubes are horrendous. Getting to the end, I now keep getting brown chunks in the cream. I can't post a picture here but happy to send to Facetheory if they are interested. It's very off-putting and makes using this cream a terrible experience. The brown chunks are on top of the greyish residue that collects around the opening. How this packaging ever made it through quality control is beyond me. Truely aweful.
13 października 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Katharina,
Thank you for taking the time to share your feedback. We’re really sorry to hear about your experience with the packaging and the product’s condition. This certainly isn’t the quality we aim for, and we’d like to investigate what’s happened.
If you’re able to send us a photo and the batch number printed on the tube, our quality team can look into this straight away. Please contact us at help@facetheory.com — we’ll be happy to replace the product or arrange a refund if it’s affected. We truly appreciate your support since our earlier packaging days, and we’re committed to making this right for you.
Thanks
Facetheory Team
Amazing products!! UK made
Some of the best Products I’ve ever used! Shout out to the SPF 30 vitamin C cream, 0.2 retinal serum and AHA/BHA cleanser, incredible for acne and sensitive skin.
A more eco friendly alternative and made in Britain too! A new customer for life and can’t recommend enough
20 września 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Moz,
Thank you so much for sharing this amazing feedback! We’re happy to hear how well our SPF 30 Vitamin C Cream, 0.2% Retinal Serum, and AHA/BHA Cleanser are working for your acne-prone and sensitive skin. It’s wonderful to know you appreciate our eco-friendly approach and British-made products too. We’re so happy to have you as part of the Facetheory community!
Thanks
Facetheory Team
The eye cream itself feels nice
The eye cream itself feels nice, but the packaging completely ruins the experience. As soon as you open the tube, the product starts coming out uncontrollably and just won’t stop — I ended up wasting almost half of it. Honestly, they should offer a refund for this. Definitely wouldn’t repurchase.
9 października 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Giorgia,
Thank you for sharing your feedback. We’re happy to hear you liked the texture of the eye cream, but we’re truly sorry the packaging caused such a frustrating experience. That’s not the impression we want to give, and we’ll make sure your comments are passed on to our product design team for review.
If you haven’t already, please reach out to our customer service team so we can help make this right for you.
Thanks
Facetheory Team
I am just so incredibly sad that…
I am just so incredibly sad that nothing has been done to solve the packaging issue that I've seen so many complaints about online. You can't open the metal lid tubes without a plastic lid tube. All of the plastic lid tubes I have have broken. The lids no longer stay on. And the ones with metal lids also cause all this black metallic stuff to form around the opening and land up in the cream and on your face. Running out of the current product means I am now trying to find something with similar ingredients from another brand. The products are good, but I don't appreciate spreading metallic residue all over my face.
7 maja 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Michelle,
Thank you for taking the time to share your experience. We completely understand your frustration, and we’re genuinely sorry for the inconvenience you’ve faced with the aluminum tubes. Our team has been working on updated packaging to address these very points, with new tube designs that prevent residue formation and ensure the lids remain secure.
We truly appreciate your loyalty and honesty, it helps us improve.
Thanks
Facetheory Team
Great products. Dreadful packaging!
I love the products, they're excellent & work well to combat my skin issues. However, i dislike the new product packaging. The tubes waste far too much product compared with the glass jars, which wasted non! The product can't be controlled with the lightest of squeezes until the tube is half empty.
This is really putting me off purchasing all moisturisers in future as it no longer offers the same value for money as before.
Clearly this is a cheaper option for Facetheory, so is unlikely to revert back to glass now!
6 października 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Sue,
Thank you so much for sharing your feedback. We’re really pleased to hear you love our products and that they’ve been helping with your skin concerns. We’re sorry though that the updated tube packaging has been disappointing for you — we understand how frustrating it can feel when it seems harder to control the amount dispensed.
Our move to tube packaging wasn’t made as a cost-saving measure, but to improve product protection, reduce the risk of contamination during use, and make dispensing more hygienic and travel-friendly. The tubes are also fully recyclable. That said, we truly value your comments about product waste and ease of use, these are exactly the kind of insights we share with our development team as we work on improving our packaging design.
Thank you again for your honest feedback and support, it really helps us as we continue refining both our formulas and packaging.
Thanks
Facetheory Team
always been pleased with the company…
always been pleased with the company service & results of product.
just a note to add that the change of packaging i dont find as user friendly.
owing to the fact of when in use the metal tube tends to crack & in so doing product leaks.
also, re recent purchase of eye cream.
when opened, the product tends to ooze out & i nearly lost a lot on its arrival, but managed to catch in a small tub.
packaging. in todays re-cycled world i feel deliveries have far too much.
many thanks,
Sandra
26 września 2025
Opinia niezależna
Odpowiedź od Facetheory
Dear Sandra,
Thank you very much for your kind words about our service and products – it truly means a lot to us to hear that you have been consistently pleased. We also appreciate your thoughtful feedback regarding the packaging changes. We're sorry to hear about the issues you’ve experienced with the metal tube cracking and the eye cream leaking upon arrival. Your comments help us understand where we can improve to make the user experience better and more convenient.
We completely agree about the importance of sustainable packaging and minimizing waste in deliveries. We are continually reviewing how we can balance eco-friendly materials with practical, secure packaging to ensure our products reach you safely without unnecessary excess.
Thank you again for taking the time to share your experience, Sandra. We value your loyalty and will take your feedback on board to enhance our packaging for the future.
Thanks
Facetheory Team
Awful packaging!
The products are quite good, but the packaging is really really bad! These new metal tubes are so difficult to use, a big blob comes out when you just want a little bit, and the plastic cap broke (!!), never experienced that on any tube before. It’s impossible to get all the product out of the tubes and it gets discoloured at the top. I really don’t understand what was wrong with the old packaging! I have had to squeeze as much as I can out of the tube into another jar I had, as the cream wasn’t kept pure and hygienic with a hole in the cap!
The bakuchiol moisturiser is also a lot more runny this time than last time when it was in a glass jar, so the formula must have changed as well. Such a shame, as I really did like their products. But because of thes reasons I will not buy again and will not recommend them to anyone either.
It seems I am not alone in my experience of the new packaging, so please please please change back to glass/metal jars!
28 września 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Emma,
Thank you for taking the time to share such detailed feedback with us. We’re really sorry to hear about your experience with the new packaging and can completely appreciate how frustrating this must have been.
We moved several of our creams into aluminium tubes to help reduce plastic use and protect the active ingredients inside from light and air. That said, we understand they can sometimes be more difficult to dispense compared to jars, and we’re already reviewing ways to improve their usability and prevent issues like the ones you mentioned with leaking caps, excess product, or difficulty getting the last of the cream out.
Regarding the Bakuchiol Moisturiser, the formulation itself has not changed, though the texture may feel different coming from a tube compared with a jar. Even so, we know consistency is important and we’ll pass your comments directly to our formulation and quality team to take a closer look.
We’re grateful for your honest feedback, it helps us improve both our packaging and our products. If you’d like, our customer service team would be happy to arrange a replacement or discuss alternatives that may better suit your preferences.
Thanks
Facetheory Tedam
Expensive and very unpleasant
I had used FT’s products for years then right after the packaging changed I started getting serious allergic reactions and suffered red blotches and burning itchy skin. If you have any sort of sensitive skin avoid these products, they are expensive and unpleasant
16 września 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Martin,
We’re very sorry to hear about the reaction you’ve experienced and the discomfort this has caused. We take concerns like yours seriously, but without knowing which specific products were involved, we wouldn’t be able to comment or investigate properly. Please reach out to our customer support team with the product details so we can look into this further and find the best way to help.
Thank you for sharing your feedback.
Facetheory Team
Long term Facetheory user
I’ve been using Facetheory for a few years as part of my morning and nighttime routines, switching up on occasion to try new products, and the difference in my skin is amazing. My main concerns were enlarged/clogged pores, dullness, and combination skin, but these products keep my skin smooth, hydrated, nourished, and fresh without ever feeling greasy. I regularly get compliments on my skin and always recommend FT.
It’s also rare to find skincare that’s (big breath!) vegan, cruelty-free, sustainable, non-toxic, gentle on sensitive skin, and genuinely effective without being overpriced - but they tick every box. A little goes a long way, the products last ages, and their build-your-own routine discount is a fantastic bonus. Orders always arrive promptly, beautifully packaged, and it appears the company genuinely listens to customer feedback (I once made a small packaging suggestion that I’m sure others echoed, and within months I noticed that changes had been made).
I can’t see myself ever using any other brand! ☺️
26 września 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Cleo,
Thank you so much for taking the time to share such a heartfelt and detailed review of your experience with Facetheory. We’re delighted to hear how much our products have supported your skin over the years, keeping it smooth, fresh, and nourished while addressing your main concerns. It’s wonderful to know that you receive compliments on your skin and that you recommend us to others,that kind of feedback means the world to us.
Your observation about us listening to customer feedback is especially rewarding, as continuous improvement is very important to us.
Thank you again for your loyalty and trust, we’re truly honoured to be a part of your routine and look forward to supporting your skin for years to come.
Facetheory Team
Glow-C daily moisturiser
My order arrived within 3 days, well packaged with sustainable products.
I haven’t used the night cream as yet so can't comment.
The Glow-C moisturiser is smooth and easy to apply as it glides over my skin very nicely. Also, less is more which is good news for my purse!
Hydration feels good without any tackiness.
Very pleased with this purchase and definitely recommend it.
10 września 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi,
Thank you so much for your lovely review! We’re so happy to hear your order reached you quickly and that you enjoyed the eco‑friendly packaging too. It’s great to know the Glow‑C Daily Moisturiser is working so well for you. We can’t wait for you to try the Night Cream when you’re ready, and we’re so grateful for your kind recommendation.
Thanks
Facetheory Team
Like the light feel of the face cream…
Like the light feel of the face cream and that it has SPF
24 września 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Clare,
Thank you for your feedback! We're so pleased to hear you’re enjoying the lightweight feel of our Glow-C Daily Moisturiser SPF 30 and the added benefit of SPF. Protecting your skin while keeping it comfortable is exactly what we aimed for.
Thanks
Facetheory Team
The daily and night moisturisers are…
The daily and night moisturisers are very harsh on my skin.
They make my skin itch and feel rough.
Am very disappointed about those.
13 września 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Queen,
Thank you for sharing your feedback. We’re really sorry to hear that the moisturisers didn’t work well for your skin and caused irritation. Everyone’s skin can respond differently to active ingredients, and we’d like to look into this further for you. Please reach out to our customer service team at help@facetheory.com, and we’ll be happy to assist with advice, alternatives, or a resolution.
Thanks
Facetheory Team
New packaging triggered an allergy
Have used Facetheory for years, always loved their products. However, after rebranding and new tubes I had to stop using all the creams. First I noticed that the cream around the neck of the tubes turns grey (reaction with oxygen and aluminium?). A few days after starting using the new cream my face and especially eyes were red, stinging and the eye lids developed a crust. I have never been allergic to anything, so it is such a shame that new packaging had this effect on the product. I have now switched to a different brand unfortunately, as can only use serums in glass bottles from Facetheory.
21 września 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Anastasia,
Thank you so much for sharing your experience with us. We're truly sorry to hear that you've had a negative experience with one of our products, especially as a long-time customer. We’d love the chance to understand this better and support you further. In order for us to look into this in detail with you, please send an email to our customer service team at help@facetheory.com.
Thanks
Facetheory Team
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