Exceptional Customer Service from Farleyco / Real Techniques

~ stashy

Recently something happened that really surprised me.  I received an email unexpectedly from the PR Manager from Farleyco Marketing regarding my recent post on the Real Techniques Miracle Complexion Sponge. Farleyco Marketing is the Canadian distributors for Real Techniques in Canada, among other brands. She explained that they took my concerns on the sponge quality to Real Techniques and offered me a replacement of the sponge along with other Real Techniques products. I was floored! 😮

They sent me the above items – more than I expected! More on the story below…

When they offered a replacement sponge, I advised that more than the quality of the sponge, I personally wasn’t a fan of the sponge shape so I declined the offer. However, I was keen to try some of the new items that Real Techniques was launching, so I selected:

• Real Techniques Lip Colour + Blur Duo
• Real Techniques Brow Set
• Real Techniques Expert Concealer Brush

But when I received the parcel, not only did I receive the above, but also these items:

• Real Techniques Miracle Complexion Sponge
They are insistent that I try the sponge again, I suppose! 😉


• COLAB Sheer Invisible Dry Shampoo in Tokyo
• 7th Heaven Soften Glove Masques
I’ve mentioned quite often that the COLAB is my favourite dry shampoo – it doesn’t leave any white residue in my dark hair, plus it smells amazing. I’m actually using the full size can of this right now. 🙂  I’m told that a fun new design of the packaging will be rolling out soon!


• Zoella Blissful Mistful Solid Fragrance
• Zoella Wonder Hand Moisturizing Hand Cream
I’m very excited to try these Zoella items!  I haven’t come across Zoella locally yet but I did receive the Zoella Ginger Cream from Dannii in the UK when we did a swap!

More on my experience with Farleyco and Real Techniques. Integrity is a big thing for me.  I suppose the cynics out there could say that they sent me a bunch of products to appease me. But Farleyco Marketing took it a step further – they sent my feedback to Real Techniques head office, and then forwarded the response from Real Techniques to me.  Real Techniques explained that there had been a quality issue in the past with the sponges and batches had variances in textures. They offered a replacement sponge too. They acknowledged that there was an issue and took action to improve it. They didn’t have to reach out to me or offer anything but they went above and beyond. I’ve always been a fan of the Real Techniques brushes (I own pretty much all of the original sets and single brushes) and it’s clear that they care about their customers. Thank you Farleyco and Real Techniques for your amazing customer service!

Since these Real Techniques brushes are new launches in Canada, here are closer shots of them and some additional information:

Lip Colour + Blur duo: Lip Brush, and a very unique Lip Blur Brush that is a domed sponge tipped to create a natural blurred effect (think gradient lips!)
Expert Concealer Brush: think of this as a mini version of the Expert Face Brush.  I have the Expert Face Brush, I’ll have to do a comparison. Like “mini me”. 😉
Brow Set: brow brush, brow spoolie, and brow highlighting brush
Brow Set: also included are a pair of brow scissors and slanted tweezers. All 5 pieces fit neatly inside this travel pouch with a clear protective cover.

Real Techniques products in Canada are available from Rexall, Walmart, Pharmasave, London Drugs, Jean Coutu, Lawtons Drugs, and other retailers. Farleyco operates an online shop where they offer the complete line up of their brand portfolio products – with free shipping on $50 orders!

Note: the items in this post were sent to me free of charge and these are my own thoughts and opinions about them.

Have you experienced exceptional customer service? I know too often we focus on poor experiences, but I’d love to hear the positive ones – please tell me your stories of exceptional customer service experiences. 🙂  Also, what is your favourite Real Techniques brush?

53 thoughts on “Exceptional Customer Service from Farleyco / Real Techniques”

    1. I’ve never had this happen! Except this one time (TRUE STORY) when I wrote to Always (the feminine hygiene company) to complain that they discontinued the panty liners with wings. They directed me to a new product that had TABS. I don’t want TABS, I want WINGS. They gave me some coupons… 😛

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  4. That’s great customer service. I didn’t realise there had been an issue with the quality of the sponges, I might have to get another to see if the new ones are like mine or if it was an odd batch. Colab dry shampoo is one of my favourites too, not tried that scent but they are great for not showing any white. It may sound odd but things like this make me consider their brushes before some others if I need new ones, though the brushes themselves are already good anyway!

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    1. No, I don’t think it’s odd to consider them more highly, because I think knowing that a brand listens to customers is really important. A lot of brands hide behind the veil of protection and distance themselves from the end consumers. I suspect because Real Techniques is a brand born from YouTubers, they know how important social media is. I agree, their brushes are high quality and well priced too – it’s not difficult to support them! Perhaps that’s part of my original disappointment with the sponge – my expectation was quite high based on their bushes.

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  6. Blimey that’s great service!☺ Yay that you got more Zoella bits! I used to love the sponge but once I tried the beauty blender I now can’t go back! I used
    the mini eye sponges for my under-eye concealer, I like them😊 x

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    1. Ha, I agree, the Beauty Blender is really good – I especially like its shape better!
      I’ve been curious about the mini sponges – good to know they work well… might have to try them!

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    1. I know right, those Zoella items have the CUTEST packaging!
      I highly recommend trying a RT brush – they’re really affordable especially if you get a set. I like the Core collection and the Essentials set.

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  10. Wow that’s nice! Maybe this new sponge will be better? You know I expect a full report.

    I’ve had good customer service experiences. Once I had an issue with some stuff I got at Ulta (made a big purchase, then got a 20% off coupon in the mail 2 or 3 days later). I just randomly made a comment on social media like “Ugh never fails!” They reached out to me saying I could take everything back and then repurchase using the coupon. That’s a pain in the ass. But they took it a step further and emailed me a $10 gift card for the inconvenience. So I used that along with the coupon for even more savings!

    I’ve also had some restaurants bend over backwards for me when I’ve had issues with takeout orders not being right.

    Oh and my fave RT brush is probably the stippling brush. I love using it to blend out my blush/bronzer/contour.

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    1. I debated about giving the sponge away on the blog but I think I owe it to myself (and you!) to test it out to see if the quality is improved! So stay tuned!

      Wow, that’s really great of Ulta to honour the coupon for purchases you’ve made AND realize what an inconvenience it is and added the coupon. Thumbs up to them! Now if only they would open stores in Canada… 😆

      Restaurants are typically where I see really great service. I’ve had places comp me for items if we waited to long or if the items weren’t available.

      The RT stippling brush is really nice – I like it for bronzing. I guess I should answer my own question – my favourite is their blush brush. It’s so massive and fluffy – I like it for super pigmented blushes or for light bronzing. 🙂 Have a great weekend Amy!

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  12. Online influence definitely wins here! Glad they took your concerns to heart and reached out to you. Although, I do feel that unless they make a legitimate effort to improve the sponge in the future, the complaints will keep coming. That said, I don’t plan to invest in it again unless that actually happens. I don’t have any of their brush sets, but I do have their face brush, which is awesome.

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    1. Yes, it’s great to know that they pay attention to online chatter. I mean, the volume of stuff much be tough to keep up!
      I will test out the new version they sent so that I can provide an update on the blog if the quality has improved. I still don’t love the shape but it’s the least I could do to test out the sponge quality!
      Their brushes are all really good quality – some of the shapes are kind of odd like their old concealer brush but it’s mostly personal preferences.

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  13. This is so awesome that they were really able to go above and beyond! Love so many of the brands they have in their portfolio. Hope you’re able to find some new favs!

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  14. It’s so nice to hear that there are companies that try to go above and beyond. I hope the new sponge you were sent is better or at least no worse than the original one you had. The concealer brush looks awesome and I agree it’s does look like a mini Expert Face Brush 🙂

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  15. Yey!! I love it that PR recognises your work. Well done, Stashy! I haven’t seen any of these brushes in store over here. It must be the usual French stores get the launches late drill.

    I am impressed that they took steps to address your past concerns. Way more professional than Benefit.

    Haha I love how they give you the sponge anyways for good measure.

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    1. What, that is so silly those Real Techniques isn’t available in France yet! Those Chapman sisters are just a skip and a hop over! 😉

      Yes, RT was more responsive than Benefit! Don’t they realize how much more valuable it is to retain an existing customer?

      Haha, yes now I’m going to have to try that new sponge since people want to know if the quality has truly improved. Stay tuned!

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      1. Those new sets are not in store yet. Seriously, like I said, we’re in dark ages. Exactly! They’re just in UK. But mind you, USA price is still cheaper than UK.

        Haha good luck to that new sponge 😀

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  16. Ah! so good to see companies wanting to make things better with their consumers. It’s really great the Real Techniques took your concerns for the sponge to heart and addressed the issue.
    Have you tried the newest sponge they sent to you? Would be interesting to know if it’s any different 🙂

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    1. I haven’t tested the new sponge yet but I plan to soon. I have like 4 sponges on the go right now… 😆 Plus, I want to give it at least a couple of months of usage before I give a verdict. 😉

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  19. WOW for their service. Although, I’m actually not a big fan of most of my RT brushes. The end of it tends to get sticky in the long run (read: NARS packaging) which is a pain and some have bristles which are itchy on the skin. But I have a few from them that I super love like their concealer brush, brow brush, and the flat foundation brush which I use mainly for applying concealer under the eyes. 🙂

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    1. Oh yes, I know what you mean about the rubberized ends getting tacky. I had a couple of my RT brushes do that (and also my Nars compact too ugh). Some of the earlier RT brushes had really weird shapes – like the flat foundation brush and the eyeliner brush – I purged a few that I never reached for. But, the majority of them were good – I find their cheek and powder / buffing brushes to be the best ones.

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        1. The RT blush brush is probably my favourite brush from them! Also I love the kabuki brush they had – the one that opens up into a fan brush:

          It’s discontinued now though, I wish I could buy a back up!

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  21. This is amazing! RT is really trying to step up their game, there are so many new and inexpensive brushes in the market nowadays. Their brushes are great but the sponge is just not my fave. Great job RT!👍🏻👍🏻

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    1. Yes the sponge shape just doesn’t do it for me, no matter the texture.
      I think RT paved the way for inexpensive but GOOD quality brushes, but to stay at the top of the game, they have to keep innovating!

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  22. Wow this is seriously awesome – props to Real Techniques and Farley Co! Other companies should really take note – this is exactly how you handle feedback from your customers!

    Enjoy all your goodies! 🙂

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    1. It’s so tricky these days for companies since social media can quickly expose them, but on the flip side, it’s also a good way to call out when they do something amazing like this! 🙂

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  23. Pingback: Real Techniques Miracle Complexion Sponge vs AliExpress Dupe | stash matters

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