Facetheory Recenzje 6190

Odpowiedź od Facetheory

22 wrz 2025

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

Odpowiedź od Facetheory

16 wrz 2025

Hi Maggie,

Vielen Dank für Ihre tolle Bewertung und Ihr ausführliches Feedback! Wir freuen uns sehr, dass Sie schon mehrere unserer Produkte verwenden und mit den Ergebnissen so zufrieden sind.

Es tut uns leid zu hören, dass Sie einige der Düfte als unangenehm empfinden – gerade was Lavendel, Mandarine oder die Retinol-Produkte betrifft. Wir verzichten bewusst auf künstliche Duftstoffe und Parfum, sodass die natürlichen Inhaltsstoffe selbst einen leichten Eigengeruch haben können, der nicht bei allen gleich gut ankommt.

Ihr Feedback hierzu ist uns sehr wichtig, da wir es direkt an unser Produktteam weitergeben. Falls Sie einmal Beratung oder eine Duft-Alternative wünschen, hilft Ihnen unser Team unter help@facetheory.com jederzeit gerne weiter.

Vielen Dank, dass Sie uns trotz kleiner Abstriche Ihr Vertrauen schenken – wir wünschen Ihnen weiterhin viel Freude mit Ihrer Pflegeroutine!

Facetheory Team

Odpowiedź od Facetheory

16 wrz 2025

Hi Lizzie,

Thank you for sharing such a detailed and thoughtful review of your experience with our products. It's great to hear you’re enjoying the Hydraserene Night Cream and looking forward to trying the Glow-C Cleanser.

Hyaluronic acid serums can feel tacky when first applied, especially if used on damp skin, as the hyaluronic acid binds with the water on the skin’s surface. The stickiness usually fades once fully absorbed, as you've observed. Our general advice is to apply to slightly damp skin after cleansing, but skin feel does vary by individual. Some customers prefer patting onto dry skin for a lighter texture. If tackiness persists, try applying a smaller amount or layer with a light moisturiser soon after to help reduce the sticky feel. Thank you for highlighting the differing advice. We’ll review and clarify our website guidance to ensure more consistency.

We apologise you didn’t receive the free gift with your subscription. Please email help@facetheory.com with your order details and we’ll resolve this for you promptly.

Thank you again for your feedback and for sticking with the serum, our team is constantly working to improve product experience.

Facetheory Team

Odpowiedź od Facetheory

16 wrz 2025

Hi Jonathan,

We’re really sorry to hear about your experience and the disappointment this has caused. We appreciate the time and effort you put into supporting our brand, and we regret that you feel let down. Your feedback has been heard, and we’re truly sorry again for the frustration this situation created.

Thanks

Facetheory Team

Odpowiedź od Facetheory

16 wrz 2025

Hi,

Thank you for being such a loyal customer and for sharing your experience with us. We’re really glad to hear you love the cleanser, though we’re sorry to hear the new packaging hasn’t been as convenient for you. We moved from glass jars to tubes to improve hygiene and make the formula easier to dispense, but we understand your concern about portion and usage. Please rest assured that the cleanser tubes are filled to the same weight as the previous jars, even if the format feels different when transferring.

Thanks

Facetheory Team

Odpowiedź od Facetheory

11 wrz 2025

Hi MJC,

We’re really sorry to hear about your experience with the packaging and the way your enquiry was handled. Your feedback is very important to us, and we completely understand how frustrating it must have been to find the tube splitting and difficult to use. We’re reviewing this with our team to improve both our packaging quality and our customer service approach.

Thanks

Facetheory Team

Odpowiedź od Facetheory

11 wrz 2025

Hi Tina,

Thank you so much for sharing this! We're really glad we could step in and help after Royal Mail’s delay. If you ever need any further support, just drop us a message at help@facetheory.com – we’re always here to sort things quickly for you.

Thanks

Facetheory Team

Odpowiedź od Facetheory

9 wrz 2025

Hi B,

Thank you so much for your kind words! We're delighted to hear our team could be so quick and helpful in answering your queries. If you ever need anything else, we're always happy to help.

Thanks

Facetheory Team

Odpowiedź od Facetheory

9 wrz 2025

Hi Zita,

Thank you so much, Zita! We’re delighted to hear that both our products and customer service have made such a positive impression on you. Your kind words mean a lot to our team, and we’re so grateful for your recommendation and support.

Thanks

Facetheory Team

Odpowiedź od Facetheory

9 wrz 2025

Bonjour Noemie,

Merci beaucoup pour votre avis ! Nous sommes ravis que nos codes promo vous aient permis de profiter d’un super prix et que nos produits vous plaisent autant. Nous serons heureux de vous retrouver pour votre prochain achat.

Facetheory Team

Odpowiedź od Facetheory

9 wrz 2025

Hi Kate,

Thank you for sharing your experience with our eye creams. We’re really pleased to hear that the Peptide Eye Creams has worked well for your sensitive eye area and helped with dark circles.

We’re very sorry about the issue you’ve noticed with excess product coming out of the tube on first opening. This can sometimes happen due to a build-up of air pressure during filling, and we understand how frustrating it must feel to lose so much product. We’re passing your feedback to our packaging team so we can work on reducing this waste in the future.

In the meantime, if you’d like us to look into this further for your last order, please drop us a message at help@facetheory.com and our customer care team will be happy to help.

Thanks

Facetheory Team

Odpowiedź od Facetheory

2 wrz 2025

Hi Georgina,

Thank you for your feedback. We’re glad to hear that our customer service team was able to assist you and arrange a prompt refund. We understand how disappointing it can be when a product formulation changes, especially if it previously worked well for your skin. Your comments are very valuable and will be shared with our product team.

Thanks

Facetheory Team

Odpowiedź od Facetheory

2 wrz 2025

Hi Carol,

Thank you for your feedback and for sharing your experience. We sincerely apologise for the inconvenience and frustration caused by the recent disruption.

To clarify, on 16th July 2025, Facetheory was
acquired by Esselle Limited. Esselle is excited to take the business forward and continue to offer the high-quality, sustainable skin care products which you have come to expect.

Agden Consulting Ltd, the previous company
behind FaceTheory, entered administration. As a result, refunds for orders placed under the previous company have delays as they have to be set up manually.

We truly appreciate your patience and hope this information helps clarify the situation. If you have any further questions or need assistance, please don’t hesitate to reach out.

Thanks

Facetheory Team

Odpowiedź od Facetheory

2 wrz 2025

Hi Annette,

Thank you so much for sharing your experience – we’re absolutely delighted to hear that the Clear Routine has helped calm your skin and that you’re enjoying our sustainably designed packaging. Knowing our products are making a real difference means so much to us.

Due to recent changes in U.S. import procedures, we are making adjustments to our courier network to ensure a smooth and reliable delivery service for our customers going forward. While these updates are being implemented, we have temporarily paused shipping to the USA. We expect to resume shipping by mid-to-late next week, at which time your order will be dispatched.

We truly appreciate your patience and loyalty, and we can’t wait to continue supporting your skincare journey very soon.

Thanks

Facetheory Team

Odpowiedź od Facetheory

27 sie 2025

Hi Michelle,

Thank you so much for your wonderful feedback! We're delighted to hear you found our website easy to use and that the product details have been helpful. Our goal is to make shopping with us as simple and informative as possible, so it’s great to know we’re getting it right. We really appreciate you taking the time to share your experience and look forward to welcoming you back again soon!

Thanks

Facetheory Team

Odpowiedź od Facetheory

27 sie 2025

Hi Claire,

Thank you so much for sharing your experience with us. We're truly sorry that the 0.1% Retinol wasn’t the right match for your skin, but we’re delighted to hear that our team could support you in finding a better fit.

It’s wonderful to know that the 0.05% strength is working perfectly for you - no irritation and all the benefits is exactly what we aim for! Your kind words about our service mean a lot, as making sure every customer feels cared for and confident in their choices is at the heart of what we do.

We’re so grateful for your trust and loyalty, and we can’t wait to continue being a part of your skincare journey.

Thanks

Facetheory Team

Odpowiedź od Facetheory

26 sie 2025

Hi Sacultan,

Thank you so much for sharing your feedback with us and for being a loyal Facetheory customer – we’re really happy to hear our products have become some of your favourites.

We completely understand your concern about the change in packaging. We recently switched from glass jars to lightweight aluminium tubes to make our packaging more sustainable, travel-friendly, and to help reduce waste in the long run. That said, we know it can take a little time to adjust, and we truly value your thoughts on how the change impacts your experience.

A helpful tip: rolling the tube gently from the bottom can make it easier to get every last bit of cream out. We’ll also make sure your feedback is passed along to our product team, as we’re always looking to improve both our formulas and packaging with our community in mind.

Thank you again for taking the time to share your review and for being part of the Facetheory community.

Facetheory Team

Odpowiedź od Facetheory

20 sie 2025

Hi Judy,

Thank you so much for sharing your feedback and for being such a loyal customer over the years – we truly value your support.

We completely understand your concerns about pricing. Our last price adjustment was back in January/February 2023, and we’ve worked hard since then to keep prices stable while maintaining the high quality of our formulations and responsibly sourced ingredients.

We also hear you on stock availability – we know how frustrating it can be when your favourites aren’t accessible, and our team is actively working to improve this.

Regarding the packaging, we appreciate your honesty. The recent changes were made with sustainability in mind, but we’re sorry to hear it hasn’t met your expectations in terms of ease of use or look. Your comments are really valuable, and we’ll make sure they’re fed back to our product development team.

Thank you again for taking the time to let us know how we can do better. Feedback like yours helps us improve so we can continue creating products you feel good about using.

Thanks

Facetheory Team

Odpowiedź od Facetheory

20 sie 2025

Hi Michelle,

Thank you so much for your kind words! We’re thrilled to hear that you’re loving the product and that it’s giving your skin such a beautiful glow. Your feedback means the world to us, and we’re so happy it’s making a difference in your routine!

Thanks

Facetheory Team

Odpowiedź od Facetheory

19 sie 2025

Hi Syliva,

Thank you so much for your kind words! We're delighted to hear you were pleased with our service. We completely understand it may take some time to fully experience the product, but we’re glad it’s looking good so far. If you have any questions or need support as you continue using it, please don’t hesitate to reach out. We’re always happy to help.

Thanks

Facetheory Team