Written by the website’s owner
Your Agency formula is a unique mix of prescription ingredients you can’t get off the shelf — chosen for your skin by an online dermatology provider. We believe in personal, effective skincare. That’s why we work one-on-one with you to create a custom prescription cream — made to target your anti-aging needs. No drugstore product is this customized. Agency uses your photos, your history, and your goals to pick prescription ingredients just for you — and mail a custom cream to your doorstep. Members can choose the plan that works best for them — just the custom cream, or the full routine, including the cleanser and moisturizer. All Agency products are made in the USA, vegan, and leaping bunny certified.
See the reviews of client for this website
Name of client: Kk
Shipment date updated via…
I had my shipment date updated via text. How cool is that!
Name of client: Troy
Did the trial
Did the trial, was billed, told them I didn’t want it and cancel, they refunded my money, 2 months later they billed me again. I once again told them I canceled, they told me it was too late.
Not sure how many times you have to cancel. Have to block my card from them
Name of client: Kristen Bingel
Doesn’t work
The sample was little nothing. Tried the full size bottle at $70 that didn’t last even a month and made absolutely no difference. It was supposed to be hydroquinone with azeleic acid. I’ve used azeleic acid before from the ordinary. It work miracles on my redness. This didn’t even touch it. Not to. Mention my hyperpigmentstion didn’t even begin to fade. And it’s a bottle. Inside of bottle with nearly a quarter inch difference in size. So it looks like you’re getting more than what you are. I was extremely angry as I get a whopping $100/week from disability to live on. I spent my money on the chance that this would work and be worth it. It wasn’t sad to say this company is grossly overrated. They’re rude and are not interested in accommodating customers they’ve deceived. Why would they? They’re liars. So I guess I’ll just have to figure something else out and cut my losses. But it made a huge dent in my finances that month. I hope they go out of business.
Name of client: Connie
Customer satisfaction not important to Agency.
I completed one month of the future cream and responded to their questions about my progress. I informed them that my skin reacted poorly and that the results took several days to resolve. They never offered to adjust the prescription, but instead, charged my credit card and quickly shipped it out the same day. I was not notified that a new supply was shipping out until I saw the charge on my credit card. I communicated with them through a chat and was told that I could neither return it or receive a refund. This is extremely poor customer service, and the first time any beauty company I have done business with, has not assured customer satisfaction. I will never order with Agency again. The product cost $80.
Name of client: Andrew Holly
product ran out before the month was…
product ran out before the month was up. Took them 10 days to get the replacement to me. Offered by a $5 credit. Terrible services
Name of client: Lorrie Lancaster
Multiple orders where pumps didn’t work…
Multiple orders where pumps didn’t work at all or properly. Reformulated and irritated my skin and instead of offering to reformulate or refund me they just offered to cancel my subscription. I’m a licensed Esthetician and this is subpar service for a medical grade skincare line.
Contacted by customer service after reading my review and given a partial credit on my last order and a credit towards my next bottle. I’ll give it another try and update my review accordingly.
Name of client: Suzy O
Quickly and easily fixed my problem
Easy acsess by text and all questions answered. Very well informed and professional.
Name of client: Mrs Lucy Rollins
I had an issue with multiple accounts…
I had an issue with multiple accounts where my email was converted from google.com to gmail.com, it’s caused problems everywhere. They merged my accounts together to fix my prescription accessibility. Thank you!
Name of client: Brea Rivera
I would not recommend starting with…
I would not recommend starting with Agency. In my experience, they don’t provide the personalized care you’d expect from a company that claims to have dermatologists on staff. After nearly three years with them, I’ve decided to cancel my subscription.
I explained that the prescription strength was too harsh for my skin—even the lowest dose caused breakouts. I ended up mixing it with lotion myself, which helped a bit and led to some improvement with dark spots. But I also get professional skin treatments every few months, which means I can’t use retinol for about two weeks during those times. Because of this, I use the product less frequently, and their policy only allows two skipped months, so I’ve accumulated a backlog of bottles—many now expiring.
They continue to send products without checking in or adjusting based on my needs, which feels more like a subscription model than true care. I will go to a true dermatologist who would tailor a treatment plan to my skin, adjust it as needed, and not overprescribe just to make a profit.
The idea of convenient skincare is great in theory, but in practice, it didn’t meet my expectations for individualized care.
Name of client: Brian Vicente
My skin has never been clearer.
My skin has never been clearer.
Name of client: Kiara Paulucci
Responsive customer service and supportive doctors
The doctors are communicative and available for questions at any time. Customer support is responsive and quickly sent a replacement when I had a faulty bottle. There are many companies providing this service/product, but this is why I stay with Agency. They value and support their customers.
Name of client: Zach
Amazingly quick to resolve an issue with shipping.
This is my second month using future formula and I’ve already noticed a huge improvement in the color of my pores and smoothness in areas that were previously rough and a bit itchy on my face.
My second shipment was lost even though USPS said it was delivered and I dreaded reaching out. A live customer service rep quickly responded after a few back and forth emails with their AI service and made sure we could resolve the issue. Literally all this was in a 1 1/2 hr span. I am more than impressed
Name of client: Lola Craig
Great support
Great support! Patient and friendly.
Name of client: Lisa
Excellent customer service
I had some confusion about my account and the app, and Jamie teamed with Sammy to answer my questions. Excellent customer service!
Name of client: Genevieve Anderson
Great product, great customer service
Really good product and very responsive team. This company places customer service at a premium, and it really makes a difference.
Name of client: Franchesca Natalie
I enjoyed my subscription
I enjoyed my subscription. The products do work, and I like they are curated by a dermatologist.
Name of client: Mary
Bad customer service
Instead of sending me a text and email letting me know they would be processing my shipment so that I could adjust the shipment date and products being sent, they went ahead and processed the payment and now wouldn’t let me return the product (even though it hasn’t been sent) and refund payment.
Name of client: Alysha Findley
So Speedy
The person was able to come up with a solution immediately
Name of client: Sarah Taylor
Fast reply and easy resolution to an…
Fast reply and easy resolution to an issue with a bottle. great company and great product!
Name of client: Craig Barber
Awesome experience
Everything was handled quickly, correctly, with kindness and empathy. It truly was an awesome experience!!
(*) All reviews above are from Trustpilot
Our assessment after analyzing reviews
Below are the analyze and conclusion of us about above reviews
The initial statement is from the website’s owner, describing their personalized skincare approach using prescription ingredients. It highlights customization, convenience, and US-made, vegan products. This is marketing material and shouldn’t be considered an unbiased review. It’s essential to focus on independent customer reviews for a balanced assessment.
Review 1 (Kk): This is a very short, positive review, awarding 5 stars. The user mentions receiving shipment updates via text. While positive, the brevity and lack of detail make it difficult to assess its authenticity fully. It could be genuine, but more substance would increase its credibility. The lack of specifics makes it less impactful than a more detailed account.
Review 2 (Troy): This is a strongly negative review (1 star). The user describes being billed repeatedly after canceling a trial, despite receiving a refund initially. The core issue revolves around recurring billing problems and difficulties canceling the subscription. This raises a significant red flag, suggesting potential issues with the company’s cancellation and billing processes. The fact that the user had to block their card indicates a persistent problem.
Review 3 (Kristen Bingel): This is another very negative review (1 star) focusing on product ineffectiveness and perceived deception. The user claims the product didn’t work, the packaging was misleading, and the customer service was unhelpful and rude. The reviewer also mentions the product didn’t last a full month. The user expressing financial hardship due to the purchase adds emotional weight to the review. The extreme negativity and accusations of lying raise concerns about the company’s claims and customer service quality.
Review 4 (Connie): This 1-star review focuses on poor customer service. The user experienced an adverse skin reaction, informed the company, but was still charged and shipped another supply without consultation or the option for a return/refund. The reviewer felt customer satisfaction was not a priority. This suggests a rigid policy and lack of responsiveness to individual customer needs, impacting the overall customer experience negatively. The $80 cost is mentioned, indicating the user feels the amount lost is significant.
Review 5 (Andrew Holly): This is a negative (1-star) review focusing on product supply and delivery issues. The user reports the product running out before the end of the month and a lengthy delay in receiving a replacement, accompanied by a minimal credit. This suggests potential problems with product quantity control and shipping efficiency. The “terrible service” comment summarizes the negative experience.
Review 6 (Lorrie Lancaster): This review initially describes multiple issues with faulty product pumps and skin irritation due to reformulation (3 stars). The reviewer mentions being a licensed esthetician, lending credibility to their assessment of the product’s quality. However, the review is updated to note that customer service contacted the reviewer after the initial negative feedback, offering a partial credit and credit for a future order. This suggests the company is responsive to complaints and willing to offer solutions.
Review 7 (Suzy O): This is a positive 5-star review praising the easy accessibility via text and well-informed, professional responses. While positive, the brevity provides limited specific information to fully evaluate the legitimacy of the review. It lacks detail about what problems were resolved.
Review 8 (Mrs Lucy Rollins): This is a positive 5-star review detailing an issue with multiple accounts due to email conversion. The reviewer expresses gratitude for the company merging accounts to fix prescription accessibility. The review suggests efficient problem-solving and good technical support.
Review 9 (Brea Rivera): This negative (1-star) review describes dissatisfaction after nearly three years with the company, stating that the care wasn’t personalized as expected. The reviewer cites issues like the prescription strength being too harsh, products being sent without checking in or adjusting based on their needs, and a lack of tailored treatment. The mention of professional skin treatments highlights the user’s commitment to skincare and makes their critique of the company’s personalization claims more credible.
Review 10 (Brian Vicente): This is a short and highly positive 5-star review: “My skin has never been clearer.” While positive, it lacks detail, making it difficult to determine its authenticity or significance. The brevity of the statement makes it less impactful.
Review 11 (Kiara Paulucci): This is a positive 5-star review praising responsive customer service and supportive doctors. The reviewer highlights the availability of doctors for questions and the quick response to a faulty bottle. The reviewer states their continued loyalty to the company because they value and support their customers.
Review 12 (Zach): This is a positive 5-star review describing improvements in skin condition and praising the company’s quick resolution of a shipping issue. The reviewer details noticing a difference in skin texture and color, and a live customer service representative helped resolve the lost shipment issue within 1.5 hours. This suggests effective customer service and positive product results.
Review 13 (Lola Craig): This is a brief, positive 5-star review praising “Great support! Patient and friendly.” This is a vague review, it is hard to assess the experience.
Review 14 (Lisa): This is a short positive 5-star review focused on excellent customer service. The reviewer mentions specific employees (Jamie and Sammy) helping with account and app confusion. The specificity of mentioning employee names adds a degree of credibility.
Review 15 (Genevieve Anderson): This is a positive 5-star review stating “Great product, great customer service.” The reviewer emphasizes the company’s premium on customer service. Like other positive but brief reviews, it could benefit from more detail to enhance its impact.
Review 16 (Franchesca Natalie): This is a positive 5-star review stating: “I enjoyed my subscription. The products do work, and I like they are curated by a dermatologist.” The reviewer’s appreciation for dermatologist-curated products adds to the legitimacy of the company.
Review 17 (Mary): This is a negative 1-star review describing bad customer service. The reviewer claims the company processed a shipment without prior notification, preventing adjustments to the shipment date and products and refusing a return/refund, despite the product not yet being sent. This indicates potentially inflexible policies and poor communication with customers.
Review 18 (Alysha Findley): This is a positive 5-star review stating “So Speedy” and praising the immediate solution provided by the person helping them. It’s very short and doesn’t contain any detail.
Review 19 (Sarah Taylor): This is a positive 5-star review focused on a fast reply and easy resolution to an issue with a bottle. The reviewer says great company and great product!
Review 20 (Craig Barber): This is a positive 5-star review praising an awesome experience, with everything handled quickly, correctly, with kindness and empathy.
withagency.com Likely a Mixed Bag
Note: The above statement is just my personal opinion, you should check carefully at the sources and make the right decision for yourself.