“The change to pump bottles has been catastrophic. Even full the pumps barely work, and as soon as I get to a third of the bottle left, the pump stops working. I have tried all the tricks, including storing upside down. It's such a shame because the actual product is wonderful. Long and short of it is the glass pump bottles are no longer fit for purpose. I will be looking for an alternative product as soon as I have finished with this one.”

2 Helpful Report

Posted 3 weeks ago

Hi Alex, I’m very sorry to hear about the pump issues with the new packaging. I can understand how frustrating that is when the product itself is great. A few steps you can try: - Remove the pump, clean the nozzle, and reattach firmly. - Turn the bottle upside down and gently tap the base to help the product settle. - Prime the pump by pressing it several times in quick succession. - Check for any blockage and wipe the nozzle clean. Store the bottle upright. Thanks for letting us know your feedback will be shared with the product team. Thanks Team Facetheory

Posted 3 weeks ago

“Same concerns as a lot of the reviews have mentioned - love the moisturiser but hate the new packaging! It gets all clogged in the bottle and you end up having to try and scoop product out as it refuses to come out of the pump! Willing to give it another try but doubtful after seeing the same concerns. May have to find a new moisturiser as a sizeable amount of product is getting wasted.”

2 Helpful Report

Posted 1 month ago

Hi Isobel, ''Thank you for getting in touch, and I’m sorry to hear the product isn’t dispensing properly. Based on what you’ve described, it sounds like the pump may have lost its prime or there may be a small blockage in the dispenser. There are a few things you can try that often resolve this: Remove the pump and reattach it firmly to make sure it’s properly sealed. Turn the bottle upside down and gently tap the base a few times to help the product settle. Give it a short, sharp shake, then pump it a few times this can often help the bulk start to flow out again. Prime the pump by pressing it several times in quick succession. Then place the bottle upright again and try dispensing after a few minutes. It’s also worth checking if the nozzle is blocked by any dried product if so, simply wipe it clean. Store the bottle upright, as the bottle is not airless. If it was laying on the side, please give it a shake before using. We really appreciate you taking the time to share this feedback, and I’ve passed your comments on to our product team to review.'' Thanks Facetheory Team

Posted 4 weeks ago

“This is a great product that I have used for years but the new packaging does not work. It used to last me weeks and now it only lasts about a week before you can't get anymore product out and the gel becomes sort of dried out. I understand you were trying to make the packaging more eco friendly but it has definitley not worked for this product. What a shame.”

2 Helpful Report

Posted 1 month ago

Thank you for getting in touch, and I’m sorry to hear the product isn’t dispensing properly. Based on what you’ve described, it sounds like the pump may have lost its prime or there may be a small blockage in the dispenser. There are a few things you can try that often resolve this: Remove the pump and reattach it firmly to make sure it’s properly sealed. Turn the bottle upside down and gently tap the base a few times to help the product settle. Give it a short, sharp shake, then pump it a few times — this can often help the bulk start to flow out again. Prime the pump by pressing it several times in quick succession. Then place the bottle upright again and try dispensing after a few minutes. It’s also worth checking if the nozzle is blocked by any dried product — if so, simply wipe it clean. Store the bottle upright, as the bottle is not airless. If it was laying on the side, please give it a shake before using. We really appreciate you taking the time to share this feedback, and I’ve passed your comments on to our product team to review.'' Thanks Facetheory Team

Posted 4 weeks ago

“Great moisturiser that I’ve used for years but the new packaging is really poor. Waste 1/3 of the product as unable to get it out!”

2 Helpful Report

Posted 1 month ago

Hi Tom, Thank you for your loyalty to the Supergel Oil-Free Moisturiser and for sharing your feedback. We’re really sorry to hear that the new packaging has made it difficult to use the product and that you’ve been unable to get to a third of it. We understand how frustrating that must be, especially for a product you’ve loved for years. Your comments about the packaging have been noted and will be shared with our team for review Thanks Facetheory Team

Posted 1 month ago

“I love this moisturizer and have been using it for years, but I hate the new packaging! A lot of the product ends up not being used and wasted, because it cannot be pumped out with the dispenser. Absolutely frustrating. I have always much preferred the glass jars, and would also accept the tube again, but not this nightmare.”

2 Helpful Report

Posted 1 month ago

Hi Tanya, Thanks for taking the time to share your thoughts, and I’m sorry the new packaging is frustrating after years of use. We updated packaging to be more eco friendly and to improve hygiene and dispensing, but we understand that preferences vary and this hasn’t worked for you. I’ll pass your feedback about preferring the old glass jars or tubes back to our packaging team for review. In the meantime, if you’d like, I can check if there are any available alternative packaging options in your region. Thanks for your loyalty and for helping us improve. Thanks Team Facetheory

Posted 1 month ago

“I order this product without fail every month and love it. Absolutely nothing wrong with the moisturiser, would recommend it to anyone. But, what on earth is this new packaging! Having ordered the same moisturiser for years, I have seen the packaging be changed countless times, always with different issues. Please just go back to the glass jars, I know they’re probably more expensive to manufacture, but we’d rather pay an extra quid for the ease of use and quality! I’ll even take the tubes which we had for the past year or two. But just stop with the pump bottles they’re so wasteful and frustrating to use.”

2 Helpful Report

Posted 1 month ago

Hi Alan, Thanks for taking the time to share your thoughts, and for being a loyal customer. I’m sorry the new packaging isn’t working for you after years of use. We updated the packaging to be more eco-friendly and to improve hygiene and dispensing, but we understand preferences vary. I’ll pass your feedback about preferring glass jars and tubes back to our product and packaging teams for review. Thanks Team Facetheory

Posted 1 month ago

“I always reorder this product, but the new packaging is awful. Once you get towards the bottom of the bottle it is unable to be pumped out. So much of the product goes wasted and unused, I used to reorder every 4/5 weeks but I’ve had to order 3 times in the last 5 weeks. Surely the packaging needs to change.”

2 Helpful Report

Posted 1 month ago

Hi Jimi, Thank you for letting us know about the packaging issue with the Supergel Oil-Free Moisturiser. I’m really sorry for the frustration this has caused wasted product and extra orders are not what we want for you. We’ll pass your feedback to our product team about the bottom-of-bottle pumping problem and packaging design. If you’d like, we can look into a refund or replacement for the affected bottle, or help you find a packaging that works better for your routine. Thanks again for sharing your experience, and we appreciate your patience as we work to improve this. Thanks Team Facetheory

Posted 1 month ago

“The new packaging is ridiculous. I had mine for a week before I became unable to pump out the rest of the product. Clearly just want you to spend more money.”

2 Helpful Report

Posted 1 month ago

Hi Lisa, Thank you for sharing your feedback on the Supergel Oil-Free Moisturiser. We’re very sorry to hear that the new packaging has made it difficult to use the product, and we understand how frustrating that must be. Please be assured that the packaging was designed to help protect the formula and improve hygiene, but we appreciate that it isn’t working as well as it should for everyone. We’ll make sure your comments are passed along to our team. Thanks again for letting us know, and we’re sorry this affected your experience. Thanks Facetheory Team

Posted 1 month ago

Supergel Oil-Free Moisturiser Reviews