Review Time
Horrendous customer service. I was so happy to be supporting a brand with such an affordable diverse makeup range but I never even received my order nor any replies to my emailed concerns. They took my money so now I will be filing a claim against them. DO NOT SHOP HERE !!!
My order #10019578 was placed on 11 March 2025 and I informed EX1 that my parcel never reached me as the courier reported it as damaged beyond repair on 13 March 2025, just two days later. Since then I have had to fight for proper customer service and my refund. I informed EX1 that I wanted to make a complaint on 16 April 2025 and that i would be putting this on Trustpilot. I still haven't had resolution. I have to keep checking up with them. The last email I got in response to my email following up again was on 8 May 2025 "The manager is currently away and once returned we will get this looked into." I am still waiting. I will never use this company again or this brand, truly awful experience. Two months of hell and counting.
Still ongoing the refund dispute since sep 2024. Appalling n poor customer service. Only get response back manager n refund department looking into it and that's the same reply I'm getting since sep. Still no refund or replacement for wrong item sent.
Didn’t get my item I loved their foundation and ordered myself one a month ago, and the item never arrived. I sent numerous emails back to back to ask where my item was. They would tell me they would respond back in 24 hours and I neither got my item or money back. Absolutely appalled with their customer service.
The package arrived open with the concealer missing. I contacted ex1 via Instagram and support ex1, initially I was offered refund or replacement (stock dependant) emailed and messages the chat on instagram I have not heard anything back. Really disappointed on customer service.
Ex1 Cosmetics trades dishonestly After I received an incomplete order which Ex1 admitted was due to the fact their website is unable to update stock levels at time of order therefore I was charged with my full order when I did not even receive half my order!After numerous emails to Ex1 from Nov 24 they have totally disregarded refunding my payment even after admitting in writing that they owe me a refund!After reading other reviews I discover other customers are in the same situation as me where EX1 do not action refunds which is a legal requirement when goods are not provided.How can Ex1 Cosmetics mainly the owner Farah Naz conduct her business like this. Stealing from customers to profit is not away to run a business.As of 31/12/24 EX1 have still not issued my refund.I will in due course contact Trading Standards as this is just wrong.
Extremely poor customer support via email (no other way to contact them). Takes weeks/months to respond and doesn’t respond to all questions. Offered to replace a product of mine and then ghosted me when I asked, ‘how’. I had to look at reviews from Glass Door to get a better understanding of what’s going on with this brand.
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78% of British women still arent totally happy with their foundation. Are you one of them? EX1 exists at the intersection of science and beauty, fuelled by the desire to challenge beauty industry standards. Created by Imperial college biochemist Farah ...
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