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We Collect & Analyze Reviews

Facetheory
Experiences & Reviews

Facetheory is a UK-based direct-to-consumer skincare brand known for selling ingredient-driven products such as cleansers, serums and moisturisers through its website. The company emphasizes ingredient transparency and offers a range of actives and routine-building options for consumers looking to target specific skin concerns. Facetheory ships internationally and positions itself around clear product information and online sales.

Overview & Key Metrics

Reviews Analyzed 21
Positive Sentiment 67%
Latest Review 23d
Overall Rating
3.6

Our Analysis

🎯

Service quality

Customers report prompt deliveries and helpful, flexible support in many cases; others describe refund delays, unhelpful replies and lost benefits.

Share of mentions
14%
Mixed
💰

Value for money

Some reviewers note reasonable prices, long-lasting formulas and bundle discounts; others complain about wasted product, perceived price rises or lost loyalty value.

Share of mentions
9%
Mixed
⚡

User experience

Users praise an easy website and pleasant textures for some items, while many highlight packaging changes, sticky textures and difficult-to-dispense tubes.

Share of mentions
18%
Mixed
🔧

Product quality

Numerous customers report effective results (hydration, clarity, SPF); a sizeable group reports allergic reactions, ingredient or formula changes and quality concerns.

Share of mentions
21%
Mixed
📞

Communication

Several reviews describe responsive, helpful replies and exchanges; others report inconsistent advice, unclear explanations and slow or missing updates.

Share of mentions
13%
Mixed
⭐

Overall experience

Overall impressions are split: many loyal customers recommend the brand for results and service, while others have stopped buying over allergies, packaging or policy issues.

Share of mentions
24%
Mixed

View all 21 public customer reviews – filtered by relevance →

Our Independent Methodology

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Data Collection

We analyze public reviews from verified platforms like Google, Trustpilot, and Facebook.

AI Analysis

Our AI detects patterns in genuine customer experiences without modifying content.

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Zero company influence. No payments, no bias — just real customer voices.

Always Current

Updated regularly with the latest reviews and customer feedback.

All Reviews

Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.

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Showing all 21 reviews

All Customer Reviews

Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: October 2025

E
Emma Symons
trustpilot.com Oct 01, 2025

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...

M
Martin Beard
trustpilot.com Oct 01, 2025

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...

C
Cleo Chapple
trustpilot.com Oct 01, 2025

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 differe...

C
Customer
trustpilot.com Oct 01, 2025

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 moisturise...

C
Clare Waller
trustpilot.com Oct 01, 2025

Like the light feel of the face cream…

Like the light feel of the f...

Q
Queen
trustpilot.com Oct 01, 2025

The daily and night moisturisers are…

The daily and night moisturisers are very harsh on my skin. They m...

A
Anastasia
trustpilot.com Oct 01, 2025

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 notic...

L
Lizzie Hughes
trustpilot.com Oct 01, 2025

I do like, But...

I am now on my second bottle of Hylauronic acid plumping serum, and I have to say, I am sitting on the fence with this product. I agree with other rev...

J
Jonathan
trustpilot.com Oct 01, 2025

This company is unethical

This company is unethical. I was an ambassador for Face Theory and I generated thousands of pounds for the company by recommending their products to m...

S
Simply Natel
trustpilot.com Oct 01, 2025

Love the cleanser, shame about the packaging

Love the cleanser, been a loyal customer for years, but the packaging is quite frustrating. In the glass jars I could ensure every part was used, and...

M
MJC
trustpilot.com Oct 01, 2025

Product ok, packaging is poor

Product was good but the packaging (metal tube) split when about 3/4 full so the cleanser started oxidising and was so s...

T
Tina Mason
trustpilot.com Oct 01, 2025

Amazing customer service after Royal…

Amazing customer service after Royal Mail...

B
B Allen
trustpilot.com Oct 01, 2025

Really helpful team and super quick…

Really helpful team and sup...

Z
Zita Kisvári
trustpilot.com Oct 01, 2025

The most generous and caring company…

The most generous and caring company and brand I have ever met. I t...

K
Kate
trustpilot.com Oct 01, 2025

I love this eye cream

I love this eye cream, I suffer with dark circles and sensitive skin around the eyes and started using face theory eye cream about 4 years age. I alwa...

G
Georgina
trustpilot.com Oct 01, 2025

Customer services brilliant

Product ingredients have changed in their night cream... gutted because it absolutely suited my skin but contacted customer services who confir...

C
Carol Perera
trustpilot.com Oct 01, 2025

FT Are Not Processing Refunds

FT are not processing refunds – are they in Administration? After years as a loyal customer, I had a severe allergic reaction to two products I’d used...

A
Annette Morton
trustpilot.com Oct 01, 2025

I’m so glad I found Facetheory

I’m so glad I found Facetheory. I’ve struggled with adult acne for many years, trying many different brands of skincare and the Facetheory Clear routi...

M
Michelle Mayall
trustpilot.com Oct 01, 2025

Website was easy to use

Fabulous Website, easy to use, detail on each pro...

C
Claire T
trustpilot.com Oct 01, 2025

Excellent

I had an experience with Facetheory that proves their customer service is among the best. I initially tried their 0.1% Retinol, but my skin had a reac...

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Conclusion

Reviews show a range of consumer experiences with Facetheory. Many customers report positive results, fast delivery and helpful customer service, and some appreciate ingredient transparency and routine options. At the same time multiple reviewers describe issues after a packaging change (dispensing problems, oxidation), allergic reactions or formula adjustments, and a minority report slow refunds or unclear explanations. If you are considering Facetheory, check ingredient lists, patch-test new products, and review the company’s returns and refund policies before buying. Contact customer support with specific product or order concerns and keep records if you need to follow up.