It's not just you. The customer reviews on Facetory's Better Business Bureau page are a disaster, sitting at a shocking 1.1 out of 5 stars. If you're fed up with surprise charges or getting the wrong products, you are definitely not alone. Their BBB profile is filled with complaints about billing issues and problems with the products or service they deliver. It's frustrating when a self-care treat turns into a customer service headache. Before you give up, here’s how to make sure your complaint is actually heard. Official site: Visit Facetory
Best ways to complain to Facetory
Trying to get in touch with Facetory can feel like you're shouting into the void. They don't make it easy, but here are the official channels. Be prepared to document everything, because you'll probably need a paper trail.
| Contact Method | Details & Availability | Why use this instead... |
|---|---|---|
support@facetory.com |
Best for creating a paper trail. You have proof of when you sent your complaint and what you said. | |
| Contact Form | Available on their website's help section | A direct line to their support queue, but you won't have a sent copy for your own records unless you screenshot it. |
| Social Media | Tag them @facetory on Instagram or X (Twitter) | Public complaints can sometimes get a faster, more visible response, especially on their ad posts. |
⏱️ Estimated Response Times from Facetory After Complaining
They say 24-48 hours, but honestly, prepare to follow up.
| Method | Expected Wait Time |
|---|---|
| 24 - 72 Business Hours | |
| Contact Form | 24 - 72 Business Hours |
| Social Media | Varies. Could be a few hours or never. |
🔍 Tips to Get a Quicker Response from a Complaint
- Use a clear, direct subject line like "Billing Error on Order #12345" to avoid getting ignored.
- Always include your account email and order number in the first sentence.
- Prepare screenshots of the issue (e.g., incorrect charges, order details) before you even write the email.
- Keep your tone polite but firm. You're a paying customer, not an inconvenience.
How to Escalate Your Complaint
If your emails are being ignored, it's time to escalate. Don't just give up. Your next step should be filing a formal complaint with an external body. The Better Business Bureau (BBB) is a good place to start. It's a nonprofit organization that helps consumers and businesses resolve disputes. You can file a complaint on the BBB website, and they will forward it to Facetory on your behalf. Filing with the BBB often gets a response. Facetory has an A+ rating, which means they tend to resolve the complaints filed there, but you might have to wait a bit. Remember, most agencies require that you try to resolve the issue with the company directly first, so make sure you've sent at least one email before escalating.
Email Template to Complain to Facetory
Subject: Formal Complaint: Unresolved Issue with Order #[Your Order #]
I am writing again to resolve an issue with my Facetory account.
On [Date], [describe the problem clearly, e.g., I was incorrectly billed $Amount for a subscription I had already cancelled, or I received damaged/incorrect items in my box]. This is my second time contacting you about this, and having to spend my time chasing down a resolution has been incredibly frustrating.
To resolve this, I require you to [state your demand clearly, e.g., process a full refund of $Amount to my original payment method immediately].
Please confirm in writing that this has been completed. If I do not receive a satisfactory response within 48 hours, my next step will be to file a formal complaint with the Better Business Bureau and initiate a chargeback with my credit card provider.
Thank you for your prompt attention to this matter.
[Your Name] Account Email: [Your Email Address]
Additional Helpful Tips to get Your Complaint Resolved
Pro Tips for Making Your Complaint Heard
- Use Magic Words: Start your email subject line with "Formal Complaint" or "Escalation Request." This can sometimes get your ticket routed to a more senior support agent.
- Ask for a Manager: If you receive a generic, unhelpful response, reply immediately with, "Please escalate this ticket to a manager or supervisor."
- Go Public (Strategically): A user on Reddit mentioned they finally got a refund after commenting on one of Facetory's recent Instagram ads. Weirdly, the public visibility seems to be the fastest way to get their attention when all else fails.
Let Pine AI Help Raise the Complaint to Facetory
Tired of writing follow-up emails to Facetory support only to get another generic reply? It's exhausting. Pine AI handles the whole annoying process for you. It sends the complaint, manages the follow-ups, and deals with the back-and-forth so you don't have to. No more checking your inbox every hour. Sound familiar? Let an AI assistant take over the headache and get your issue resolved while you do literally anything else.
Frequently Asked Questions about Facetory Complaint Filing
What if Facetory doesn't reply?
Can I escalate my complaint legally?
Are there lots of people leaving Facetory?
Is this the right email to contact Facetory?
What's the easiest way to cancel a subscription with Facetory?
Other ways that I can contact the Facetory?
Are the sheet masks worth the subscription hassle?
Olivia Harper
Content Manager
Olivia Harper, a Content Manager with nine years of experience, creates user-focused guides on subscription services. Featured in Digital Consumer Reports, her work simplifies subscription terms and cancellations.
