I ordered the color changing foundation (Order# 840512). My shipping was fast, it was a bummer because when I tried it on it wasn't matching with my skin tone. It came out a little more whiter. But m... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
This is my first order, and I’m pretty happy with it so far! It applies easily, and I’ve got a brush and a sponge that I’m really enjoying. Plus, it’s super lightweight and gives my face a natu... See more
Company replied
Carla, from Customer Service has been a pleasure to deal with concerning my issue. I felt she took the time to hear and understand where I was coming from and try to rectify as best she could withi... See more
Company replied
My review is only 4 stars because I was unable to receive my order. Unfortunately this company doesn’t ship to PO Boxes. But, Jesse was amazingly helpful in canceling my order for me without any actio... 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
4.5
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
See how their reviews and ratings are sourced, scored, and moderated.
I had a problem with item that I…
I had a problem with item that I ordered but this was quickly sorted out
23 July 2026
Unprompted review
Unfortunate!!
Unfortunately all the hype is not translated into the product. I find it thick, greasy, very white, feels very heavy. L'Oreal CC Magic cream is a much better fit for me and half the price.But I wanted to try it.. :(
23 July 2026
Unprompted review
Great product
Great product. Easy to apply and looks so natural on the skin. It did take a while to get to me, but well worth the wait. I have recommended it to my friends.
23 July 2026
Unprompted review
Great customer service with Genrev!
22 July 2026
Unprompted review
Reply from smooche
Hi Shaynee! 💖
We're so thrilled to hear that Genrev provided you with such fantastic customer service! Thank you so much for taking a moment to share your sweet feedback, it truly means the world to our team! ✨
Warmly,
The Smooche Team
I had an issue with not receiving my…
I had an issue with not receiving my order. After communicating with your company, I have been in constant communication with your email employees. That's great service.
21 May 2026
Unprompted review
Reply from smooche
Hi Rose! 💖
We're so sorry to hear about the delay with your order, but we're beyond happy to hear that our team has been taking such great care of you over email! Keeping you updated every step of the way is super important to us, and we truly appreciate your patience and kind words about our service. ✨
Warmly,
The Smooche Team
Reply from smooche
Hi Consuelo! 💖
We love to hear that! Thank you so much for taking the time to send us such a sweet note, we truly appreciate your love and support! ✨
Warmly,
The Smooche Team
I bought the foundation
I bought the foundation, liked it, so bought some more. Then there was a special offer, I ordered some additional items, never arrived. First few emails were never responded to, now they are not deliverable. I received a ‘delivered’ email from smooche, tried the tracking number several times, result …… ‘no information’.
9 July 2026
Unprompted review
Reply from smooche
Hi Jaci,
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
Genrev was quick to respond & gave…
Genrev was quick to respond & gave clear instructions regarding store credit , helpful & friendly customer service & support .
22 July 2026
Unprompted review
Reply from smooche
Hi Natasha! 💖
We're so thrilled to hear that Genrev was quick, friendly, and clear in helping you with your store credit! Thank you so much for taking the time to share your wonderful feedback, we truly appreciate you! ✨
Warmly,
The Smooche Team
GENREV helped me with a return of my…
GENREV helped me with a return of my order number 8647459! I appreciated the prompt reply.
21 July 2026
Unprompted review
Reply from smooche
Hi Kristine! 💖
We're so glad Genrev was able to help you out with a quick and easy return for order #8647459! Thank you so much for taking a moment to leave such lovely feedback, we really appreciate it! ✨
Warmly,
The Smooche Team
Genuinely impressive customer service
Adding a review for the impressive customer service provided by Genrev (Order numbers 427540 & 536291) when I made contact following a full 12 week trial of Smooche’s Lash & Brow Kit.
Genrev replied promptly & was both friendly & extremely helpful. I had attempted to use the automated claim form online, but due to a technical issue (the form was in the process of being upgraded, so was unavailable) I had reached out to customer service for help.
Genrev was knowledgeable of the systems & rather than ask me to wait/try again, very kindly offered to forward my email details & 12 week progress photos to the review team so they could assess my eligibility for refund.
The entire process was speedy & straightforward. Having met all the criteria from the website T&Cs, the review team agreed that a full refund was appropriate, and an email confirming this arrived the next working day!
Genrev kindly followed up to let me know the outcome of the review & to check I was happy. All communication was of the highest quality, and I have been extremely impressed.
Such a pity the product itself didn’t work for me on this occasion, but I would gladly purchase from Smooche again.
15 July 2026
Unprompted review
Reply from smooche
Hi Catriona! 💖
We're so sorry to hear our Lash & Brow Kit didn't bring you the results you were hoping for, but we're absolutely thrilled to hear how wonderful your experience was with Genrev !
Thank you so much for taking the time to share such a detailed and glowing review. Going above and beyond to make things seamless—especially with orders #427540 and #536291—is exactly what we strive for, and your kind words about her support mean the world to our team.
We can't wait to welcome you back again in the future! ✨
Warmly,
The Smooche Team
GENREV and your order number 834815 or…
GENREV and your order number 834815 or 953833!)
Although the products weren't for me. I asked for a refund and initially was offered the same amount in future discount and keep the product. After the credit wasn't applied on second purchase I was then refunded both purchases and in a timely manner too. Genrev emailed me to sort- they were quick to respond to enquiry emails and very pleasant about it all too. This is certainly a huge difference to other online/social media shops. Good customer service was very much appreciated 👏
22 July 2026
Unprompted review
Reply from smooche
Hi Lisa! 💖
We're so sorry to hear the products didn't turn out to be the right fit for you, but we're absolutely thrilled that Genrev was able to step in and make things right so quickly!
Going above and beyond to provide friendly, reliable service—especially when something doesn't go smoothly—is what we always aim for, so hearing that it made such a positive difference truly means the world to us. Thank you so much for orders #834815 and #953833, and for taking the time to leave such a thoughtful review! ✨
Warmly,
The Smooche Team
The foundation wasn't right for me.
The foundation wasn't right for me so I emailed the company and GENREV was extremely helpful and gave me store credit instead. Order no. 847409.
15 July 2026
Unprompted review
Reply from smooche
Hi Olivia! 💖
We're so sorry to hear the foundation wasn't the right fit for you, but we're thrilled that Genrev was able to help you out with store credit for order #847409! Thank you so much for your kind review, we hope you find something else in our store that you absolutely love! ✨
Warmly,
The Smooche Team
While this product wasn’t right for my…
While this product wasn’t right for my skin, my agent Carla credited me so I could try a different product. I appreciated her patience and expertise.
Great customer service!
20 July 2026
Unprompted review
Reply from smooche
Hi Carol! 💖
We're so sorry to hear the original product wasn't quite right for your skin, but we're absolutely thrilled that Carla was able to help you find a great solution! Thank you so much for your kind words about her patience and expertise, we hope you completely fall in love with the new product you try! ✨
Warmly,
The Smooche Team
Excellent customer service
The foundation didn't match my skin tone, however, Genrev from customer service was very helpful. Solid company, just happened to not work for my skin.
22 July 2026
Unprompted review
Reply from smooche
Hi Frankie! 💖
We're so sorry to hear the foundation wasn't the right match for your skin tone, but we're thrilled to hear that Genrev was so helpful and took such great care of you! Thank you so much for your kind words and for giving us a try, it truly means a lot to our team! ✨
Warmly,
The Smooche Team
I love the color changing technology of…
I love the color changing technology of your product. Unfortunately for me, it settles in the lines and pores of my mature skin. I would recommend my daughters with younger skin try your product. Genrev was very patient and helpful with refunding my money on Order #868052. Thanks Genrev.
21 July 2026
Unprompted review
Reply from smooche
Hi Sheila! 💖
We're so glad you enjoyed the color-changing technology, but we're so sorry the foundation wasn't the best fit for your skin type! We're beyond happy that Genrev was able to help you out so patiently and get your refund sorted for order #868052. Thank you so much for your sweet recommendation for your daughters and for taking the time to share your review! ✨
Warmly,
The Smooche Team
In all honesty this foundation was not…
In all honesty this foundation was not a match to my skin tone so I contacted customer support about my refund. Carla responded the next day about my order(885938) and was very helpful on getting me a speedy refund. Could not have been more happy with the customer service!!!
21 July 2026
Unprompted review
Reply from smooche
Hi Carolyn! 💖
While we're sorry to hear the foundation wasn't the right match for you, we're so glad Carla was able to step in and process a speedy refund for order #885938! Thank you so much for taking the time to share your wonderful feedback about our customer service! ✨
Warmly,
The Smooche Team
Excellence in Customer Service
in reference to my order 922066 and my representative Genrev, what a great customer service experience.
All my concerns are addressed precisely and clearly!
looking forward to using my new product ❤️
Sharon fron NewJersey, USA
22 July 2026
Unprompted review
Reply from smooche
Hi Anastasia! 💖
We're so delighted to hear that Genrev addressed all of Sharon's concerns so clearly for order #922066! Sending lots of love all the way to New Jersey—we hope the new product is absolutely loved! ✨
Warmly,
The Smooche Team
I ordered the foundation but it was the…wrong shade
I ordered the foundation but it was the wrong shade on my skin tone. Carla helped me and was very professional and helped resolve my issue with my order# 885421. Very sweet and thoughtful. Great customer service! I ordered a different product because of her kindness!
8 July 2026
Unprompted review
Reply from smooche
Hi Lisa! 💖
We're so glad Carla was able to help you sort out order #885421 with so much kindness! It means everything to us that her wonderful support inspired you to try another product. Enjoy your new order! ✨
Warmly,
The Smooche Team
GENREV was my customer service rep and…
GENREV was my customer service rep and she was absolutely amazing!! My order number was 811072. Thank you for making sure your customers are taken care of by the upmost best representatives! Genrev is a true asset to your business!!
16 July 2026
Unprompted review
Reply from smooche
Hi Melissa! 💖
We're beyond thrilled to hear that Genrev took such amazing care of you with order #811072! She truly is an asset to our team, and your wonderful words mean the absolute world to us! ✨
Warmly,
The Smooche Team
Reply from smooche
Hi Amy! 💖
We're so glad Carla provided you with such fantastic support! Thank you so much for taking a moment to share your lovely feedback! ✨
Warmly,
The Smooche Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.