Facetheory Reviews 5,944

Reply from Facetheory

A day ago

Hi PT,

Thank you so much for your honest feedback and for being a loyal Facetheory customer over the years. We truly appreciate you taking the time to share your experience with our new aluminium tube packaging.

We understand your concerns about the residue around the rim and the inconvenience it has caused. To address this, most of our aluminium tubes now feature no plastic caps, which should help resolve the issue with residue and potential contamination. We are also actively reviewing our packaging based on customer feedback to ensure the best possible experience for everyone.

Your comments about product wastage and the preference for glass jars have been noted and shared with our product team. We are committed to sustainability and are constantly evaluating our packaging options to balance environmental responsibility with practicality and user satisfaction.

Thank you again for your valuable input. If you have any further concerns or suggestions, please don't hesitate to reach out.

Facetheory Team

Reply from Facetheory

7 days ago

Hi Anum,

Thank you for your feedback. We’re very sorry to hear about the trouble with your parcel and understand your disappointment.

We can see that you have been in touch with our customer service team, who have been working to resolve this issue for you. Please rest assured that we are committed to ensuring your order is delivered as soon as possible, and our team will continue to keep you updated.

If you have any further questions or need additional assistance, please don’t hesitate to reach out.

Thank you for your patience and understanding.

Facetheory Team

Reply from Facetheory

7 days ago

Hi Anupreet,

Thank you so much for sharing your feedback with us. We’re truly sorry to hear about your disappointment, especially as someone who has been such a loyal supporter of our brand. Your experience matters to us, and we take your concerns seriously.

We want to assure you that we are actively exploring ways to improve our packaging to make it both more functional and enjoyable to use. Your input is invaluable as we work toward these updates.

Regarding your concerns about formula changes, only a handful of our products have had adjustments to their preservative systems to ensure continued safety and efficacy. However, the core formulations and active ingredients have remained the same. We’re committed to maintaining the quality and effectiveness you expect from us.

Thank you again for your honest feedback-it helps us grow and serve you better. If you have any further thoughts or specific concerns, please don’t hesitate to reach out to our customer care team. We hope to regain your trust and continue to be a part of your skincare routine.

Thanks

Facetheory Team

Reply from Facetheory

7 days ago

Hi Jordan,

Thank you for sharing your feedback and for being a loyal customer of our retinal product. We’re sorry to hear that the new metal tube packaging has been a downside for your cleanser and moisturizer experience. We understand that packaging changes can take some getting used to, and we appreciate your honest thoughts.

Please know that we are actively exploring ways to improve our packaging to better meet our customers’ needs while staying true to our eco-friendly values. Your input is invaluable as we continue to refine our products and packaging. We hope to regain your confidence and continue to support your skincare routine.

Thanks

Facetheory Team

Reply from Facetheory

7 days ago

Hi RA,

Thank you for sharing your honest feedback and for being a loyal Facetheory customer. We’re very sorry to hear about your experience with the Porebright Niacinamide 10% Refining Serum and the issues you’ve encountered with our new aluminium packaging. Your concerns are important to us, and we take this feedback seriously.

We are actively exploring ways to improve our packaging and will be passing your comments on to our product development team. We also strive for transparency and value all customer reviews, both positive and negative, as they help us improve our products and service.

If you’d like to discuss your experience further, please reach out to our customer service team-we’re here to help. Thank you again for taking the time to share your thoughts with us.

Thanks

Facetheory Team

Reply from Facetheory

7 days ago

Hi Nora,

Thank you so much for being a loyal customer over the past two years and for sharing your honest feedback. We’re truly sorry to hear about the issues you’ve experienced with our new metal tube packaging-this is definitely not the experience we want for our valued customers.

Please know that we are actively exploring ways to improve our packaging to make it more user-friendly, stable, and safe, while also minimizing product waste. Your concerns about the tube openings and the impact on your skin are very important to us, and we are investigating this thoroughly.

We appreciate your patience and hope to regain your trust with better packaging solutions in the near future. If you’d like, please feel free to reach out to our customer care team directly so we can assist you further. Thank you again for your support and feedback!

Facetheory Team

Reply from Facetheory

Apr 28, 2025

Hi Yazz,

We understand that the switch from glass jars to aluminium tubes and metal lids has not met your expectations, and we are sorry to hear about the issues you’ve encountered, including residue from the lid, dents, leaks, and concerns about the overall quality. Your comments echo feedback we’ve received from other long-standing customers, and we take these concerns seriously.

Our intention with the new packaging was to improve sustainability by moving to fully recyclable materials, but we recognise that this transition has brought some practical challenges for our customers. Please know that we are actively reviewing the new packaging and listening closely to all customer feedback as we work to address these issues and improve your experience.

Regarding the rewards program, it ended in May 2024, and customers were notified by email last year. To simplify our offerings, we have decided to discontinue the points system. However, we are actively exploring new ways to recognise and reward our customers’ loyalty. We apologise for any disappointment this may have caused.

We value your input and are committed to making things right. Thank you again for your honest feedback- it is instrumental in helping us improve.

Facetheory Team

Reply from Facetheory

Apr 28, 2025

Hi Diana,

Thank you for sharing your experience and for your thoughtful feedback. We’re truly sorry to hear about your reaction to the Glow 20% Vitamin C and Ferulic Acid Serum, especially after having enjoyed our Supergel Moisturiser for so long.

While Ferulic Acid is generally considered suitable for most skin types, including sensitive skin, it can occasionally irritate, especially for those with very sensitive or compromised skin barriers. We always recommend patch testing before introducing any new product, as individual sensitivities can vary.

We’re glad to hear that our customer service team was able to assist you promptly and provide a full refund. Your feedback is invaluable and helps us continue to improve our formulations and guidance for customers with sensitive skin. Thank you again for voicing your experience and for reminding others to patch test new products first.

If you have any further concerns or would like tailored recommendations for sensitive skin, please don’t hesitate to reach out. Your comfort and satisfaction are very important to us.

Thanks

Facetheory Team

Reply from Facetheory

Apr 28, 2025

Hi Ling,

Thank you for your long-standing support of Facetheory and for sharing your honest feedback regarding our new packaging. We truly appreciate how much you and your family have trusted our products over the years.

We understand that the transition from our previous glass jars to the new aluminium tubes has been challenging for some customers, especially in terms of storage convenience and product recognition. We want to assure you that we are actively reviewing our packaging based on customer feedback like yours. Our goal is to balance sustainability, usability, and product protection while staying true to our eco-friendly values.

The new packaging was introduced to improve portability, reduce breakage risk, and enhance recyclability, aligning with our commitment to sustainability. However, we recognise that the glass jars were preferred by many for ease of use and visual appeal, and we are taking this into consideration as we evaluate future packaging options.

Thank you again for your valuable input. We hope to continue providing you and your family with skincare solutions that meet your expectations both in product quality and packaging experience.

Thanks

Facetheory Team

Reply from Facetheory

Apr 28, 2025

Bonjour

Merci pour votre retour. Nous tenons à vous assurer que notre service client est disponible 7 jours sur 7 pour répondre à toutes vos questions. Vous pouvez nous contacter à tout moment par e-mail à l'adresse help@facetheory.com ou via le chat en direct de notre site web. Nous nous engageons à vous assister et à résoudre tout problème rapidement afin de garantir votre satisfaction. N'hésitez pas à nous contacter directement pour que nous puissions vous aider.

Facetheory Team

Reply from Facetheory

Apr 28, 2025

Hi Li,

Thank you for sharing your feedback with us. We truly appreciate your loyalty as a long-time customer and are sorry to hear that the new packaging has been frustrating for you. Please be aware that we are actively reviewing our packaging options to find solutions that minimise product waste, enhance recyclability, and facilitate easier storage for our customers. Your comments are invaluable in helping us make these improvements, and we hope to regain your trust in the near future.

Facetheory Team