starface Reviews 29

May work on surface level white heads, but honestly they have caused me to have cysts under my skin. This is because they’ve pushed the sebum and gunk further into the pore rather than bringing it out. I’ve been left with a penny sized cyst right in the middle of my cheek. Don’t be fooled by the cute packaging.

Ordered several items which didn’t arrive as they were never dispatched! When I contacted them, I received an email saying they had a technical issue which had affected my order and upon further emails asking when the issue would be resolved, was told they didn’t know when or if it would resolved!!
Emailed again and received an email saying the reason was a problem in the fulfilment centre but again they didn’t know when or if it would be resolved!
Absolutely shocking service, they just don’t care at all about their customers and seem happy to lie to them.
Now the battle for a refund must begin which I’m dreading!

Honestly, I am such a push over... I rarely stand up for myself especially when it comes to customer service but this was just something else...

I originally ordered back in the spring during one of the most difficult points of the pandemic, shipping was extremely delayed and I noticed that my package was taking ages and I just assumed that Starface must shipped internationally and with the pandemic delays, it made sense, but it would show up eventually. I let this slide for about a month and then to be honest forgot about the package because it never showed up. I remembered a few times over the next couple months and then finally contacted customer service as when I finally tracked my package again, the tracking hadn't been updated since it originally was shipped out and left off at a random point in travel. Clearly the package had been lost. I contacted customer service, I apologized for my delay in contacting them as I understood I let it slip, but I assumed at the very least they would resend the package. I did however try for a refund as at this point I didn't feel like I needed the package, but I would have been just as happy to receive my original package if it could be resent.

In the response from customer service, I was told that Starface has a 30 day return policy (from the ORDER DATE, not the date of receiving the package, which I've never heard of). So if your package doesn't arrive within 30 days (which is typical for a package to arrive internationally, I know from personal experience, especially during the height of the pandemic when shipping delays should be recognized by all companies that ship product...) Anyway... I just thought this policy was ridiculous, I would understand this if you receive your package of course but what if your package gets lost... the customer is responsible? That's what I was told.

I was told there would be no refund or replacement package and that there was nothing they could. I went back and forth a couple times with the original agent, I was very polite and understanding but just stressed my situation, and no dice... That is when this got extremely frustrating and I told the customer service that I will not be giving this up as Starface would quite literally be stealing my money... they are responsible for their shipments... regardless of the timeline.

I eventually made enough of a stink I suppose that my case was escalated to management and I received an extremely passive aggressive email explaining that they would be sending a replacement package but that they would need a "secure address" this time around as they would not be responsible for this package the second time around. So essentially... I as the customer was blamed for my package being lost by the shipping provider hired by Starface themselves. Obviously I appreciate the package being replaced, but honestly this just seems ridiculous in comparison to many other customer service providers/companies who I've had amazing experiences with. Starface do better, it all comes down to customer service... without that it doesn't matter how good your product or marketing is. Won't be ordering again and will share my experience with those that inquire.

So here's the deal. I've never had any issues with shipping or anything like that. I don't always receive confirmation emails and sometimes orders don't place but overall it's fine. Once the order goes through the products arrive quickly and in perfect condition. The packaging is cute and fun. The design and theming has been well thought out. I love the cleanser. It works well, is super gentle and not stripping at all. That said, you don't get too much of it and while I like it I do think another brand would provide a similar cleanser at a lower price point. I think if I could go into a shop and buy it I might feel differently but delivery fee makes it more expensive to obtain. The exfoliating water is touch and go and really depends on skin type. You really have to build up a tolerance and if you haven't it can cause irritation. Tried it on my boyfriend one night and he went bright red and he's not the only one to have this experience. Make sure to check the ingredients list with that product. I used it regularly for a few months and my skin was more even toned and smoother. I also experienced less small breakouts. Once again I think you could achieve the same thing for less. Lastly the patches. They are super cute and great acne patches if you plan on leaving the house. However, the star shape of them can make them difficult to take off the sheet and apply since they fold over themselves. They do protect acne from further irritation and do make the swelling go down. However, for me at least, they don't draw anything out. Not even whiteheads. I do have deep pores and cystic acne but I have only ever tried them out on surface acne and have been disappointed overall. I use cheaper brands now for whiteheads and the starface ones of Im leaving the house. This is mostly because I don't want to waste them but don't think I'll be buying again. The only product I would go back for is the cleanser.

Just like any other pimple patch

I haven't tried all their products yet, but so far my favorite one has been the exfoliating night water. It leaves my skin feeling smooth but doesn't irritate it. FYI I have sensitive, combo skin.

Horrid customer service. Still haven’t received a refund, a package, or an email from customer service. They’re quite content with letting you rot with bad skin unless you’re an influencer or a celebrity.

Ordered one item on 3/26. Item was "shipped" on 3/29.

According to USPS tracking, it is STILL sitting in "pre-shipment" (label created, USPS awaiting item) today, 4/20.

I reached out on 4/5 to ask if the item had been shipped. Was told it must've been lost in the mail and that they'd send a replacement. (Usually the item has to be received by USPS and scanned at least once before it gets "lost in the mail," but that's fine.)

On 4/8 I was told that the replacement had shipped and that they'd send tracking info when they had it.
After not receiving any further contact, I asked for the tracking number on 4/16. They told me same-day that they'd send tracking info "soon," citing an issue with "shipping partners." Usually when you ship something, especially if they used USPS again, the tracking number is created right away, so this didn't make any sense to me.

On 4/19, I got an email saying that "due to a fulfillment center issue," the item would not be included in my order (it was the only thing I ordered). They refunded me in full, which is the right thing to do and I appreciate it. However, I'm still very disappointed.

I understand that things happen, and I don't want to seem entitled, especially with all that's going on in the world right now, but I cannot think of any reason to literally lie to a customer TWICE and tell them that their order has shipped if you don't even have the item in stock. The fact that I waited almost a month for them to tell me this, and that the limited-edition item I ordered was no longer in stock by the time they did, just adds to the disappointment.

They offered free shipping on a future order for the "inconvenience," but honestly, I am probably not going to purchase from this company in the future. Their website has been buggy and slow on so many occasions in the past that I couldn't even get to the checkout page to buy from them. This would have been my second order from them, and I was excited about it, but then this happened.
I cannot see any reasonable explanation from my end as to why this would have happened, and instead of actually explaining what was going on, they strung me along for weeks, lied to me twice, and then gave me the weak excuse of "a fulfillment center issue."
If there had been any transparency or honesty throughout this process, I wouldn't be upset right now. But the lies and flimsy excuses make this company look really bad. It's a shame, too, because I liked their product.

Customer service is fast, friendly, and super helpful. They were more than willing to help out when the post office screwed up just to make sure I was taken care of. Just got the product so I can’t say whether it will reduce my acne or not but I do know it will help with the picking which is my biggest problem and the main reason I bought them. The packaging and product was all really nice quality and everything is on brand. Very impressed!!