I have given 5 stars for customer service. I sent an email as after 5 days of my order being processed there was no info on any tracking or anything! Carla reached out and explained that it was rea... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Unfortunately, Smooche's viral color changing foundation did not work out for me, but Carla promptly reached out and made it right. Though she initially offered store credit, I preferred to be refund... See more
Company replied
Struggled a bit placing my order (808885) but Carla reached out and has been a great help. I stopped wearing foundation years ago. Purchased after witnessing my cousin’s success. Carla also offered so... See more
Company replied
The product arrived relatively quickly, and I have never had a product deliver the way Smooche color matching foundation has. I've gotten many compliments on my skin, and frankly, my skin is glowing!... See more
Company replied
Company details
Written by the company
Smooche is a solutions-oriented beauty brand, creating a world where everybody feels confident. For perfect lips, lashes, brows and skin.
Contact info
8605 Santa Monica Boulevard, PMB 44698, West Hollywood, CA 90069, United States
- hey@smooche.com
- smooche.com
4.4
Excellent
7K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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Everything was handled speedily and…
Everything was handled speedily and completely. Very good service.
June 29, 2026
Unprompted review
Reply from smooche
Hi Cathy! 💖
We're so glad everything was handled speedily and completely for you. Thank you for the great feedback! ✨
Warmly,
The Smooche Team
The product arrived relatively quickly
The product arrived relatively quickly, and I have never had a product deliver the way Smooche color matching foundation has. I've gotten many compliments on my skin, and frankly, my skin is glowing! I've never been able to use liquid foundation, because it looks dreadful on my skin! But your foundation is silky smooth, looks like I'm wearing nothing but flawless skin. I just placed another order last night for 4 more bottles. Going to share with friends and family. Thank you for having total truth in advertising! EXCELLENT products!
July 3, 2026
Unprompted review
Reply from smooche
Hi Bethe! 💖
We are so thrilled our foundation gives you that flawless, silky glow! Thank you for the 4-bottle restock and for sharing the love with your family. We appreciate you! ✨
Warmly,
The Smooche Team
Euri was very helpful with my issue…
Euri was very helpful with my issue about order 727249. I appreciate the fast response and willingness to listen to my issue and offer another product to replace it. Great job 🙂
June 26, 2026
Unprompted review
Reply from smooche
Hi Amy! 💖
We're so glad Euri listened to your needs and quickly helped replace order #727249 with a better option! Thank you for the great feedback! 🙂✨
Warmly,
The Smooche Team
The product I ordered didn’t suit my…
The product I ordered didn’t suit my skin type, so I got in touch with Smooche, via their email support team. They responded extremely quickly and went above and beyond to rectify my issue. I will definitely be ordering from them again soon. THANK YOU JUICE AT SMOOCHE 🌈
June 8, 2026
Unprompted review
Reply from smooche
Hi Gillian! 💖
We're sorry the product wasn't the right fit for your skin, but thrilled that Juice went above and beyond to make it right! Thank you for the rainbow of support 🌈, we can't wait to welcome you back soon! ✨
Warmly,
The Smooche Team
Straight forward ordering parcel…
Straight forward ordering parcel arrived in good condition, product great, takes 10 days approx from ordering to delivery
June 11, 2026
Unprompted review
Reply from smooche
Hi Lcjc! 💖
We're so glad to hear that you had a straightforward ordering experience and that your parcel arrived in great condition! Thank you for sharing your timeline, too, we're thrilled that you love the product! ✨
Warmly,
The Smooche Team
Dealing with customer service
Dealing with customer service, especially Genrev,they are true with their dealings, "no question ask".Products were great, its just not suited my color. Its been my issue ever since.
July 3, 2026
Unprompted review
Reply from smooche
Hi Eleonor,
Thank you for your kind review! We're delighted to hear that you had a positive experience with our customer service team, especially Genrev.
While we're sorry that the products weren't quite the right color match for you, we appreciate you giving Smooche a try and sharing your feedback with us.
We'll be sure to pass along your lovely words to Genrev. Thank you for your support!
Warm regards,
The Smooche Team
Carla was awesome
Carla was awesome. She got right on the situation and I appreciate the response. On order 668408
And I loved the bottle but it just wasn’t the coverage I needed
But all the help and shipping and packaging was very professional and everyone was amazing! Ty
June 25, 2026
Unprompted review
Reply from smooche
Hi Liz,
Thank you for your wonderful review and your kind words about Carla!
While we're sorry that the foundation didn't provide the coverage you were looking for, we're delighted to hear that you loved the bottle and had a positive experience with our customer service, shipping, and packaging.
We'll be sure to pass along your lovely feedback to Carla and the team. Thank you for giving Smooche a try and for your support!
Warm regards,
The Smooche Team
Great customer service
Unfortunately, Smooche's viral color changing foundation did not work out for me, but Carla promptly reached out and made it right. Though she initially offered store credit, I preferred to be refunded which she was very helpful with.
June 29, 2026
Unprompted review
Reply from smooche
Hi Jennifer,
Thank you for your review and for giving Smooche a try. While we're sorry that the Color Changing Foundation wasn't the right fit for you, we're delighted to hear that Carla was able to assist you promptly and help make the resolution process smooth and easy.
We'll be sure to pass along your kind words to her. Thank you for your support and for giving us the opportunity to make things right.
Warm regards,
The Smooche Team
Thank you
Thank you, Euri (766571). I am embarrassed for the mix-up but I am pleased that we could straighten it out. I appreciate your kindness in handling this.
July 2, 2026
Unprompted review
Reply from smooche
Hi Barbara,
Thank you for your kind review! There's absolutely no need to feel embarrassed—these things happen, and we're delighted that Euri was able to help straighten everything out for you with kindness and support.
We'll be sure to pass along your lovely feedback to her. Thank you for your support and for choosing Smooche!
Warm regards,
The Smooche Team
Great product the foundation is so…
Great product the foundation is so light and non greasy but has good coverage
Both my Daughter and I love this Suitable for all ages. We wear it everyday.
Arrived promptly.
This is our second order and definitely won’t be our last.
June 10, 2026
Unprompted review
Reply from smooche
Hi Karen,
Thank you for your wonderful review! We're delighted to hear that both you and your daughter are loving the foundation and enjoying its lightweight feel and great coverage.
It's especially lovely to hear that it's become part of your daily routine and that you've already come back for a second order!
Thank you for your support and for choosing Smooche!
Warm regards,
The Smooche Team
Great customer service
Great customer service. Thank you so much Christine. You were so quick at resolving my delivery issue and have filled me with confidence in ordering from the brand again. Thank you.
July 2, 2026
Unprompted review
Reply from smooche
Hi Sophie,
Thank you for your wonderful review! We're delighted to hear that Christine was able to resolve your delivery issue quickly and restore your confidence in ordering from Smooche again.
We'll be sure to pass along your kind words to her. Thank you for your support and for choosing Smooche!
Warm regards,
The Smooche Team
Fake 'Mystery Gift' + Failed $4.95 Shipping Protection — Order #777966
Order #777966 on Jun 18, 2026. Smooche’s Facebook ad promised a “FREE Mystery Gift with every purchase.” What I got: coupon code MST-5X10 for a future purchase. No gift.
When I complained, rep Euri emailed Jul 2 admitting the gift is “digital promotional… not a physical item.” Yet Smooche sent me a separate review email showing a photo of a pink physical gift box and asking me to rate how it “looks and feels.” Deceptive advertising per FTC guidelines.
I also paid $4.95 for Premium Shipping Protection. Yanwen misdelivered. Smooche told me to fix it myself. Euri later admitted: “You should not have had to track it down yourself.” They offered 10% ($5.40) which doesn’t cover the $4.95 failed service. I declined.
I found 9 other victims on Facebook since March 2025 reporting: BOGO scams where 2nd item isn’t sent, 14-day returns void if opened, products causing allergic reactions, orders never shipped. This is a pattern, not a mistake.
I ran a food business using prime ingredients with no extenders and barely profited. I know what honest business costs. Smooche chooses lies to protect margins.
How can Smooche improve? 1) Honor advertised gifts. 2) Honor paid protection. 3) Stop using photos of physical products to promote coupons. 4) Reply to customers before FTC complaints are filed.
Update Jul 2, 2026: Smooche Support apologized and admitted both issues in writing. I declined a refund. My goal was transparency. I’m keeping this review up so Smooche fixes this for the next customer.
June 25, 2026
Unprompted review
Reply from smooche
Hi Maria,
We’re sorry to hear about your experience and want to make things right. We’ve sent you an email to discuss this further and find the best resolution for you. Please check your inbox, and feel free to reply at your earliest convenience.
Looking forward to assisting you!
Warm regards,
The Smooche Team
Excellent customer service
Excellent customer service. I was kept informed all throughout the time it took for the product to arrive.
May 25, 2026
Unprompted review
Reply from smooche
Hi Carmela,
Thank you for your wonderful review! We're delighted to hear that you felt well informed throughout the delivery process and that you had a positive experience with our customer service.
Thank you for your patience, support, and for choosing Smooche!
Warm regards,
The Smooche Team
The colour adapting foundation
The colour adapting foundation is fantastic! It perfectly matches my own skin tone - even in a dim light like evening when lighting is difficult for makeup application.
It feels very smooth and light on my skin.
Easy to apply also. 🙌
July 3, 2026
Unprompted review
Reply from smooche
Hi Leeann,
Thank you for your wonderful review! We're thrilled to hear that the Color Changing Foundation matched your skin tone so perfectly, even in challenging lighting conditions.
It's great to know that you're enjoying the lightweight feel and easy application too.
Thank you for your support and for choosing Smooche!
Warm regards,
The Smooche Team
Customer Service was good
I didn't care for the product, but Gracia was very attentive and returned my emails by next day and I got my money back. Thank you
June 22, 2026
Unprompted review
Reply from smooche
Hi zgrrl,
Thank you for your review and for giving Smooche a try. While we're sorry the product wasn't the right fit for you, we're delighted to hear that Gracia was able to assist you promptly and help make the refund process smooth and easy.
We'll be sure to pass along your kind words to her. Thank you for your support!
Warm regards,
The Smooche Team
GENREV
GENREV. order#771977 I didn't know if this foundation would work on a 67 yr old woman, I took a chance and I love it. Makes me look younger. My skin is not so dry. I got two bottles of the foundation and I will buy more.
June 1, 2026
Unprompted review
Reply from smooche
Hi Debbie,
Thank you for your wonderful review! We're thrilled to hear that you took a chance on the foundation and ended up loving it.
It's especially lovely to hear that it works so well for your skin, helps with dryness, and gives you the results you were hoping for. We're also delighted that you've already stocked up with two bottles and plan to purchase more!
We'll be sure to pass along your kind words to Genrev as well.
Thank you for your support and for choosing Smooche!
Warm regards,
The Smooche Team
Be careful! Asking for a refund means a palaver!
Be careful! Getting a refund for a defective tube of foundation was a palaver.
The refund policy states you get a full refund if not satisfied.
My foundation did not come out of the tube when pumped.
This is what I had to do to get a refund. I had to make a video of myself pumping the tube and showing there was no foundation, and then, finally, by email, I was believed and hope to get my refund.
I was so fed up by this stage that I decided to return the two other items - a briush and lip plumper. I was told I would be charged a 15% restocking fee! I have taken the cellophane off the lip plumper so I doubt they will refund that.
Not a good experience!
July 2, 2026
Unprompted review
Reply from smooche
Hi Mme Michell,
We’re sorry to hear that you had this experience, and we’d love to make things right. However, we couldn’t locate your order based on the review alone. Could you please share your order number with us? This will help us look into the issue and assist you as quickly as possible.
You can reach us at hey@smooche.com or reply here with your details. We’re happy to help!
Warm regards,
The Smooche Team
Genrev
Genres was amazing! She was quick to answer my question and give me another option.
June 30, 2026
Unprompted review
Reply from smooche
Hi Rose,
Thank you for your kind review! We're delighted to hear that Genrev was able to assist you quickly and provide you with helpful options to resolve your enquiry.
We'll be sure to pass along your lovely feedback to her. Thank you for your support and for choosing Smooche!
Warm regards,
The Smooche Team
I was very frustrated at the return…
I was very frustrated at the return process as it seemed excessive and difficult to obtain, and it felt like it was by design. But then I talked to a customer service representative named Carla on my order #769907 and everything changed. She refunded my money. She got back to me with lightning speed. She was so nice, caring and concerned and as a customer that meant everything to me, she made the biggest difference.
July 1, 2026
Unprompted review
Reply from smooche
Hi Lisa,
Thank you so much for your thoughtful review and for sharing your experience with us.
We're sorry to hear that the return process initially left you feeling frustrated, but we're delighted that Carla was able to turn that experience around for you with prompt support and a resolution that made a difference.
We'll be sure to pass along your wonderful feedback and kind words to her. Thank you for giving us the opportunity to make things right and for choosing Smooche!
Warm regards,
The Smooche Team
Absolutely perfect
Their service and responsiveness are excellent! Shake was my service person and couldn’t have done a better job. Very’ impressed!
June 30, 2026
Unprompted review
Reply from smooche
Hi Sue,
Thank you for your wonderful review! We're delighted to hear that you were impressed with our service and responsiveness and that Shake provided such an excellent experience.
We'll be sure to pass along your kind words to them. Thank you for your support and for choosing Smooche!
Warm regards,
The Smooche Team
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