Reviews Analysed
21
We Collect & Analyse Reviews
Face Theory
Experiences & Reviews
Face Theory is a UK-based skincare brand selling active-ingredient serums, moisturisers and routines direct to consumers online. The brand is known for formulations that emphasise actives and for promoting vegan and cruelty‑free positioning. Shoppers typically interact via the company website and online customer support channels; availability, packaging and returns policies are handled through their e-commerce operations.
Overview & Key Metrics
Positive Sentiment
67%
Latest Review
30d
Overall Rating
3.6
Our Analysis
🎯
Service quality
Mixed reports: many customers praise quick, helpful support and problem resolution; some report delayed refunds or loss of loyalty rewards.
Share
Mixed
14%
💰
Value for money
Views diverge: some value long‑lasting products and discounts; others say price doesn’t match changed packaging or wasted product.
Share
Weak
9%
⚡
User experience
Website and delivery often get positive mentions for ease and speed; several customers report frustration with new tube packaging usability.
Share
Mixed
14%
🔧
Product quality
Many users report improved skin and effective actives; a number report irritation or formula/packaging changes linked to adverse reactions.
Share
Mixed
22%
📞
Communication
Communication is inconsistent: some customers cite clear, fast replies; others describe conflicting guidance or impersonal responses.
Share
Mixed
10%
⭐
Overall experience
Overall impressions are mixed: several long‑term satisfied customers, while a notable subset report packaging, allergy or refund problems.
Share
Mixed
30%
Our Independent Methodology
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Data Collection
We analyse 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.
Featured Customer Experiences
Representative examples from 21 verified reviews (July 2022 – September 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..."
Cleo Chapple
Trustpilot
Sep 30, 2025
Featured for: Long-term user; positive product/service
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..."
Anastasia
Trustpilot
Sep 30, 2025
Featured for: Allergic reaction after new packaging
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..."
Carol Perera
Trustpilot
Sep 30, 2025
Featured for: Refunds delayed; poor communication
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..."
Claire T
Trustpilot
Sep 30, 2025
Featured for: Customer service resolved exchange issue
All Customer 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: September 2025
E
Emma Symons
trustpilot.com
Sep 30, 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
Sep 30, 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
Sep 30, 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
Sep 30, 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
Sep 30, 2025
Like the light feel of the face cream…
Like the light feel of the f...
Q
Queen
trustpilot.com
Sep 30, 2025
The daily and night moisturisers are…
The daily and night moisturisers are very harsh on my skin. They m...
A
Anastasia
trustpilot.com
Sep 30, 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
Sep 30, 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
Sep 30, 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
Sep 30, 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
Sep 30, 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
Sep 30, 2025
Amazing customer service after Royal…
Amazing customer service after Royal Mail...
B
B Allen
trustpilot.com
Sep 30, 2025
Really helpful team and super quick…
Really helpful team and sup...
Z
Zita Kisvári
trustpilot.com
Sep 30, 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
Sep 30, 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
Sep 30, 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
Sep 30, 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
Sep 30, 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
Sep 30, 2025
Website was easy to use
Fabulous Website, easy to use, detail on each pro...
C
Claire T
trustpilot.com
Sep 30, 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...
Conclusion
Reviews show consistent discussion of active ingredient effectiveness—many customers report clearer, smoother skin after use. However, several recent complaints centre on a packaging redesign and perceived formula or stability changes, with some users reporting irritation or difficulty accessing product. Customer service receives both high praise for helpful exchanges and complaints about slow refund processing or unclear replies. If you have sensitive skin, consider a patch test and document any reactions; check the returns and refund guidance and contact support promptly if issues arise. Overall, weigh reported benefits for skin concerns against the recurring packaging and customer‑service reports when deciding to purchase.