Brand Overview: Truly
Truly (operating as Truly Beauty, Inc.) is a personal care and cosmetics brand known for its brightly colored, whipped body care and specialty skincare formulas. Founded in 2015 by Maxx Harley Dayan and Chloe Dayan, the brand initially launched as Truly Organic before rebranding to Truly. It distributes its merchandise through direct-to-consumer online channels as well as major retail beauty stores.
Contact Info
Customer Support Email: [email protected]
Customer Support Phone Number: Truly does not provide an official customer support phone number. Customer inquiries are handled exclusively online via email and the contact form on their website.
Industry and Operations
Truly operates within the beauty and personal care industry, specializing in visually distinctive, fragrance-forward body care and specialized skin treatments designed for everyday routines.
- Body Care: Whipped body butters, body polishes, firming serums, and targeted chest and butt contouring creams.
- Shave and Bikini Line Care: Shaving butters, exfoliating pre-shave scrubs, razor-burn relief treatments, and aftershave serums.
- Skincare and Targeted Treatments: Blemish patches, facial cleansers, brightening potions, and hyperpigmentation remedies.
- Subscription Program: An automated delivery subscription allowing consumers to receive recurring shipments of select products at discounted rates.
User Sentiment
User feedback for Truly features frequent dissatisfaction related to customer support access, shipping transit conditions, and subscription billing policies.
- Unresponsive Customer Service: Many customers report extreme difficulty reaching representatives, waiting weeks for email replies, and frustration over the lack of a live phone support line.
- Melted or Damaged Products: A common complaint involves whipped body butters and creams arriving melted, separated, or leaked due to temperature sensitivity during shipping.
- Lack of Protective Packaging Seals: Reviewers frequently express frustration that jars often arrive without tamper-evident safety seals or plastic shrink-wrapping, raising questions about product integrity and hygiene.
- Subscription and Auto-Billing Confusion: Several users report being enrolled in recurring subscriptions unintentionally at checkout and encountering roadblocks when trying to pause, edit, or cancel automated billing.
- Slow Shipping and Incomplete Orders: Buyers mention prolonged handling times, unfulfilled orders, and missing items in parcels without advance notice or immediate compensation.
- Strict Return and Refund Policies: Customers often find it difficult to obtain full refunds for damaged, defective, or melted items, frequently citing strict return windows and deducted return shipping fees.
- Skin Irritation and Heavy Fragrances: Some users note adverse reactions, such as redness, breakouts, or allergic flare-ups, attributing them to strong fragrances, artificial dyes, or active formulations.
Share Your Experience
If you’ve experienced issues with Truly, you’re not alone. Share your experience or file a complaint on Xolvie to let your voice be heard.