FFS Omdömen 5 806

I had a very frustrating experience with FFS Beauty’s subscription model, particularly around cancellation.

Their terms and sign-up process clearly state that you cannot cancel within the first 7 days. Based on this (like any reasonable person) I understood that cancellation wasn’t possible during the first 7 days.

When I attempted to cancel, I was directed to an AI chatbot which required escalation to a human agent. I waited for a response but no one replied within a reasonable timeframe (10 minutes) so I left assuming it would be followed up. I later was debited.

I was told this happened because I did not wait in the chat and therefore my request was “incomplete” and therefore not valid.

After being charged, I was then told that cancellation was actually possible within the 7 days by email but this was not made clear anywhere on the website, emails received in the terms or during the cancellation process. In fact both the sign up process, emails and term and conditions on the website saying the exact opposite with no asterisk or alternative resolutions.

This creates a confusing and inconsistent experience where:

- The terms suggest cancellation is not allowed
- The system relies on human response to complete cancellation (regardless of how long it takes for a human response)
- Alternative methods are only explained after a charge has been taken and the damage has been done

It is very clearly a subscription trap practice to make it more difficult for customers to cancel.

I’ve since had to raise a chargeback with my bank to resolve the issue.

I would recommend that anyone considering signing up, don’t bother! Estrid a company I’ve been using for years has a much better product, at a much cheaper price and is extremely easy to cancel! No human wait needed, no telling you about a 7 day prohibition on cancelling which apparently doesn’t actually exist.

I hate nothing more than companies who use female-led marketing as a way to seem more ethical, when really their practices do not align whatsoever with the nature of what person expect from female-led companies. Which are kindness, transparency and ethically based terms and practices.

Thanks to Holly for a great customer service experience. I was considering ending my subscription but now staying as a happier customer, thanks Holly - showing exactly how customer service should be done!!

Love the products. My daughter (12) has started shaving now too and the products are wonderful for her delicate skin.
I have a subscription going so I never run out, however another order was placed that I didn’t not need. I spoke to Holly over WhatsApp and she was very happy to help. She had the order cancelled and the monies refunded within a couple of hours of making the enquiry. Highly recommended.

Nikki was great. She got everything done and she did it fast with care and understanding.

I used the WhatsApp feature to raise an issue I was having with the app. Holly was really quick at getting back to me and generally really helpful and friendly!

Fantastic customer service from Holly. Very helpful in providing me with a replacement handle, these are great products and I would always repurchase. Very friendly and responsive customer support!

Their products are really good, and I have really enjoyed using their razor blades for a smooth shave. I also really enjoyed in the beginning that I could send over my used blades for recycling. Is that still a thing? I’m not sure as it’s not advertised and when buying blades, they never come with the option to return used blades.

The things I don’t like about this brand is that their website and app are very lacking, with the focus of the interface clearly being on looking pretty instead of being user-friendly. For example, navigating to one’s account is a hassle and sometimes doesn’t even show up on the website despite numerous refreshing, and you really can’t do much on the app.

The thing that I find MOST annoying, is if you subscribe to a refill plan, getting it modified or cancelled is a hassle because you need to contact customer service, usually via email. While their responses are relatively quick, it’s rare to come across a brand that needs direct contact with customer service to modify a subscription, instead of being able to do it yourself on the account portal. For this reason alone, after having put up with it for a good while, I’ve decided to look at other brand options for a razor subscription. It’s a first-world problem, _but_ when other brands find it so easy to have a user interface that allows the customer to modify plans themselves, why can’t FFS?

Holly has been really helpful in assisting me with my queries
Great customer service! Thank you ☺️

Amazing, friendly customer service. Would definately recommend. Thank you.

Absolutely brilliant product and very happy with customer service provided by Holly, she was extremely helpful in tweaking my order to suit my needs and it also helped that we could communicate through what'sapp made it super easy would definitely recommend FFS to my friends 😁👍🏻

I have been using FFS for years and have never once had a problem. They are wonderful. Recently I had an oops moment with an order (due to my own error), but Holly in customer service was fantastic. Professional, kind and efficient. My oops moment is solved! They are definitely very loyal to their loyal customers.

Such a wonderful brand. Great products work well, sustainable, smell fantastic and beautifully packaged. Only ever had one minor issue that was quickly and helpfully resolved with zero fuss, thank you Holly for your superb customer service.
Will stick with this company for a long time. Thank you

Great products and super helpful customers service via what's app

I used the WhatsApp messaging service to ask some questions about reactivating my subscription and adding another razor for my daughter. I also asked for a replacement razor as my head broke. I spoke with holly was incredibly helpful, kind and efficient. She processed my order and even threw in a free gift! Excellent service and great products. Thank you!

Really great customer service. Sorted my issue out for me quickly and with ease. Very friendly. Highly recommend FFS. Been using their products for a while now and always really happy.

Been using FFS for years on subscription and always had brilliant service. Recently I had an issue adding a product to my subscription and Holly dealt with it so quickly and easily. It was also via WhatsApp which is much more user friendly than waiting for a chat which times out or an email. Would recommend to anyone looking for a razor service they care for their customers.

Just made an order for a subscription of the razer not received yet so cant comment on the product yet but if it is anything like the customer service it wont be disappointed

Holly from customer service was a great help for amending my subscription and I got some complementary gifts as a bonus,very good customer service! I recommend FFS beauty 100%

I’ve been using FFS for a while now - it’s so convenient l I had to contact customer services today as I hadn’t received my order - it seems the carrier sent it back. I contacted the what’s app support - talked to Nikki and it was sorted within 10 mins - my parcel is back on the way to me. Thanks for resolving so quickly 💜

Always good products. The customer service is really good especially Holly!!!