Not a return issue — product never worked, and Revive didn’t care
I’ve been a loyal Revive customer for years and have genuinely loved their products. That’s why I repurchased the Intensité Eye Duo during their 2024 Black Friday sale. Unfortunately, when I opened the Eye Serum months later in June 2025, the pump simply didn’t work—no matter how many times I pressed it (over 100 times), it wouldn’t dispense a single drop.
I contacted customer service to ask for help, assuming they would stand behind the product quality. But instead of offering any support or guidance, they responded with a generic message saying I had exceeded the 30-day return window—and that was it. They didn’t explain the product’s pump mechanism or suggest how to resolve the issue. They simply stopped responding.
Only after I filed a complaint with the BBB did the company respond again, at which point they told me the product uses an airless pump and blamed me for opening the top of the bottle (which I only did out of frustration after trying everything I could to make it work). To this day, the product remains completely unusable.
This was never about a return window. This was about receiving a product that never worked. It’s entirely normal for customers to stock up on products during promotions like Black Friday and open them months later. I wasn't trying to return a used item or change my mind—I simply expected a product I paid for to function properly when I finally opened it.
What’s more disappointing than the defective item itself is the company’s rigid and dismissive attitude. They offered me a 20% discount code, which feels like a way to push me into spending more, rather than acknowledging the problem. As a loyal customer, I wasn’t asking for much—just a replacement for a product that clearly never functioned. Instead, I received indifference and a dismissive attitude.
I won’t be purchasing from Revive again, and I will be sharing my experience to help others make informed decisions.