Peaches and Cream is a prominent makeup studio based in Liverpool, recognized for its exceptional staff and personalized makeup services. The brand has garnered a significant customer base, with many praising the welcoming and friendly atmosphere, as well as the high-quality products offered.
The Peaches and Cream Experience
Customers frequently highlight the positive experiences they have had at Peaches and Cream, whether for special occasions or simply for a shopping trip. The studio is described as a "gorgeous shop" where visitors can enjoy top-notch makeup application and explore a range of products.
Product Quality and Range
Peaches and Cream is known for its high-quality products, including pigments and brushes. Innovative items such as the Sun Tint and Illuminator have also received positive mentions. The brand's commitment to quality extends to its packaging, which is often described as beautiful.
Customer Service and Support
A recurring theme in customer feedback is the exceptional customer service provided by the Peaches and Cream team. Staff are often commended for going the "extra mile" to assist customers, whether it's helping to find specific items or resolving issues promptly.
Examples of Excellent Service
- Customers have reported issues with broken products being replaced swiftly, sometimes with additional free gifts included as a gesture of goodwill.
- When orders are lost in transit due to courier issues, the customer care team has been responsive in sending out duplicate orders.
- Staff are praised for their attentiveness, with one instance mentioning a sales assistant calling another store to hold items for a customer who couldn't find their size in stock.
- The team is noted for quick replies and effective solutions to customer queries.
Masterclasses and Training
Peaches and Cream also offers masterclasses and makeup courses. These sessions are designed to teach individuals about makeup application and techniques, with instructors like Dean receiving specific praise for being phenomenal, patient, informative, and creating a comfortable learning environment.
Testimonials for Training Sessions
- One client attended a one-to-one masterclass and expressed gratitude for the tips and tricks learned, feeling comfortable throughout the session.
- A full-day makeup course was described as a "best day learning," with the instructor effectively teaching different looks and explaining everything clearly. The quality and affordability of Peaches and Cream products used during the course were also noted.
- A "mini peaches" experience for two 11-year-olds was described as "really lovely," with Dean being "absolutely amazing" with the children.
Brand Origins and Growth
Peaches and Cream was founded over a decade ago by Kate Donnelly and Nicola Smith. The brand's inception was driven by a desire to make professional makeup services more accessible, moving away from a time when such services were primarily perceived as a celebrity luxury and before the widespread influence of platforms like Instagram for beauty content.
Founders' Vision and Philosophy
Kate Donnelly and Nicola Smith aimed to create a brand that fostered confidence and inclusivity. They recognized that in previous experiences working for larger makeup brands, there were instances where individuals could feel excluded or lack confidence. Peaches and Cream sought to counter this by creating a welcoming environment for everyone.
The Importance of Liverpool Clientele
While Peaches and Cream now serves customers nationally and internationally, Kate Donnelly credits the success to the strong foundation laid by their Scouse clientele. The high standard of grooming in Liverpool provided the founders with invaluable knowledge of products and customer preferences, which was crucial in the early stages of building the business.
Adapting to the Digital Landscape
The founders were adept at leveraging platforms like Instagram early on to share beauty content, recognizing its potential for brand growth. Kate Donnelly also launched a series of videos documenting the business's history, allowing long-time customers to reminisce about their experiences with the brand.
Customer Feedback: A Mixed Bag
While many customers have shared overwhelmingly positive feedback, there are instances of negative experiences reported. These often revolve around issues with order fulfillment, delivery, and customer service response times.
Common Complaints
- Order Discrepancies: Some customers have reported receiving incorrect items or missing products from their orders, such as receiving only lip gloss instead of a bundle deal that included liners.
- Delivery Issues: Problems with orders being lost in transit or delayed have been mentioned. In some cases, issues with incorrect addresses provided by customers have led to parcels being returned.
- Customer Service Response: A few reviews express frustration with slow response times from customer service, requests for repeated information, and perceived unhelpfulness in resolving issues.
- Product Quality Concerns: In rare instances, customers have raised concerns about product quality, with one review describing a product as causing skin irritation and another criticizing the perceived "cheap ingredients" and "beginner level" makeup artistry.
Company Responses to Negative Feedback
Peaches and Cream often responds to negative reviews, expressing apologies for any frustration caused and offering to investigate or resolve the issues. They emphasize their commitment to customer satisfaction and explain circumstances such as courier delays or address inaccuracies.
For example, one response to a complaint about a returned parcel due to an incomplete address stated that a re-shipment was arranged and that international shipping delays, including customs processing, are outside their control. They assured the customer that the order was in transit and that their customer service team would remain available until delivery confirmation.
In cases of alleged product quality issues, the company has stated they take such feedback seriously and would like the opportunity to investigate further and address concerns directly.
The Trustpilot Experience
Trustpilot is a platform where customers can share their reviews of businesses. Peaches and Cream has a presence on Trustpilot, where reviews are displayed as long as an account is active. Companies can use automatic invitations to request reviews, and those labeled "Verified" indicate genuine experiences.
The platform also notes that companies can ask for reviews via automatic invitations, and reviews labeled "Verified" are about genuine experiences. Trustpilot employs dedicated people and technology to safeguard its platform.