Principal Secret
Principal Secret Overview
The generated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Principal Secret has a 2.3 star rating from 12 reviews with 33% of users likely to recommend. Consumer sentiment is mostly negative despite repeated praise for the skincare products and mentions of a high price level.
Key Takeaways for Future Customers
- Product quality and skincare lines are frequently praised in Principal Secret reviews.
- Expect high price points and consider comparing to Ulta or Sephora before subscribing.
- If you use auto-ship or membership, monitor charges and account settings closely.
Negative Feedback / Risk Areas
- Widespread customer complaints about customer service responsiveness and support channels.
- Multiple reports of delayed or missing refunds and billing or subscription overcharging.
- Recurring issues with wrong items and difficulties canceling or modifying kits.
Positive Feedback
Reviewers consistently like the products, noting good skincare results and long‑time brand loyalty.
The generated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Principal Secret has a 2.3 star rating from 12 reviews with 33% of users likely to recommend. Consumer sentiment is mostly negative despite repeated praise for the skincare products and mentions of a high price level.
Key Takeaways for Future Customers
- Product quality and skincare lines are frequently praised in Principal Secret reviews.
- Expect high price points and consider comparing to Ulta or Sephora before subscribing.
- If you use auto-ship or membership, monitor charges and account settings closely.
Negative Feedback / Risk Areas
- Widespread customer complaints about customer service responsiveness and support channels.
- Multiple reports of delayed or missing refunds and billing or subscription overcharging.
- Recurring issues with wrong items and difficulties canceling or modifying kits.
Positive Feedback
Reviewers consistently like the products, noting good skincare results and long‑time brand loyalty.
Media from reviews
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Port Huron, Michigan
Refund
Don’t buy anything
I returned 2 orders within the return time frame but still haven't received the refund to my account.
I have been on the phone with them 3 times trying to get this resolved. They are the hardest people to deal with I have ever come across.
Their customer service is abysmal. I am beginning to think that they are just a bunch of thieves who get you set up in a recurring payment and make it near to impossible to even talk to anyone about canceling.
User's recommendation: Do NOT order from them!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Rocklin, California
Credit letter received via USPS
- - Letter Oct 6, 2025 shows a $10.45 credit.
- - A rep said the account was canceled.
- - Letter received Oct 22, 2025; purchases blocked until Nov 5, 2025.
I received a letter informing me I have a $10.45 credit on my account. When I called customer service, naturally I was speaking to some foreign person who was difficult to understand because their non-American accent was so thick.
That person proceeded to tell me my account had been canceled. See attachment. Note the date of the letter. It's October 6, 2025.
I received it today, October 22, 2025. I'm unable to make a purchase until November 5, 2025, or shortly thereafter. Will my alleged credit still be usable?
I'm terribly displeased. Why can't American citizens who speak English well have these customer service jobs instead of them being farmed out to who knows where?
- Good skincare lines and products
- Farming out customer service to foreign countries when so many americans are unemployed and would love to have this kind of job
Preferred solution: I would like to use the alleged $10.45 credit on my account that has presumably been canceled!! Why would Principal Secret send me a letter of credit towards my account if it has been canceled??
User's recommendation: Buy brands from Ulta, Sephora, or major department stores that are brick and mortar and online!!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerResolved: Cancel service
- - I cancelled my service.
- - Customer service was polite and helpful.
- - I love the skincare and will miss it; I feel let down by the company's decline.
He was very apologetic and helpful.
Well I successfully cancelled my service . The customer service representative was polite, apologetic and helpful.
I'm sorry it came to this .
I love the skincare and I will miss it. I feel let down by the decline of this company.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerContact customer service through phone
- - Automated line says my number isn't recognized, despite twenty years with it.
- - No way to speak to a person; it redirects to Meaningful Beauty.
There's nothing to summarize. I still haven't heard a word from them
Automated phone line claims my number isn't recognized, even though I've had the same phone number for twenty years. You can't speak to anyone to help. It just kicks me over to Meaningful Beauty for some unknown reason.
- Great skincare
- Unavailable customer service
Preferred solution: Better customer service
User's recommendation: Love the skincare.. hate the customer service
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerImpossible
Nobody answering the phones. I also tried the chat-bot.
Maybe I can get through on Monday. I will be cancelling my kit service.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
El Segundo, California
Overcharging
- - I subscribed and received three boxes.
- - I was charged 209.00 for a box I haven't received.
I am livid. I subscribed to them, received my first box.
After that, I received 2 more. I looked on my bank statement; they have charged me 209.00 for the one they just sent that I haven't received. Don't bother to call customer service because they are no help. They just try to sell you on something less expensive.
I never signed up for the expensive one. They do what they want. Don't bother with them!
Don't even order this. Dod
- Products are great
- Customer service is bad
Preferred solution: Full refund
User's recommendation: Don't do it.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerCustomize my kit
I guess they must have changed their policy. I've been with them for 23 years, I've never had problems with exchanges before.
- Good product
- Hard to contact for service
Preferred solution: Better service
User's recommendation: Be sure to customize your kit because if you don't good luck.
To check on my order
- - No complaints.
- - People compliment my skin when I use Principal Secret.
- - I love this product and wish Invisible Mask was still made; I use it at night.
No complaints
People always compliment my skin when I use Principal Secret products Love using this product!
Just wish you still made the Invisible Mask I use this at night and I know it made a big difference on my face.
- Great product
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerCant get through Been holding for 15 minutes every time I call I want to cancel my order
- - Ive been trying to call Principle secret since 9am, cant get through.
- - Ive been constantly on hold.
- - I want to cancel my order and everything.
Ive been trying to call Principle secret since 9 oclock this morning cannot get through constantly constantly on hold cancel my order I do not want it anymore if I have to go through this cancel everything.
Preferred solution: Want my order canceled? I don’t want Principle secret anymore cancel everything.
Terrible service
- - Never get the correct items in my kit and I always have to call; service has been a nightmare this past year.
Never get the correct items in my kit. Always have to call.
Month after month. Been a customer for years.
This past year service has been a nightmare. Wrong kit again and have to wait until Monday morning and callnot sure
- Good products
- Terrible service
Preferred solution: The correct items in my kits
User's recommendation: Think twice. Products are great if you can then
Never get my kits correct. Send wrong items
- - Never receive the correct items in kits.
- - Been a customer for years; service has declined and I must wait until Monday to call again.
Never get the correct items in my kits. So terrible .been a customer for years this last year service has really gone down hill.
Love products but don't know how to continue with terrible service.
Now I have to wait until Monday. Call again and wait and hope I'll get the right items.
User's recommendation: Send correct items. I call month after month
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerNot like it used to be. Customer service sucks. No one knows what they're doing. I love the products. But, unfortunately I had to cancel.
- - Needed to change products for next delivery.
- - The rep seemed confused.
- - Frustrated after my third call.
- - Can't access my account to update.
Wanted to change my products for my next auto delivery. He seemed very confused.
I got frustrated due to it being my third call to them. So, I cancelled my account.
Not sure why I can't go onto my account to update and make changes myself. They need to change that.
- Products
- Customer service
Preferred solution: Price reduction
Customer service
- - I am verifying the products to be shipped later.
- - Agent helped me and knows all products.
- - Long-time Principal Secret customer; products help me.
Nothing happen just verifying the products that will be shipped to me later on. All good the agent helped me and she is knowledgeable of all the products.
I have nothing to write anymore.
Been with Principal Secret for many years because I like your products it's helping me. Thank you.
Preferred solution: Price reduction
Principle Secret is not the same now that Victoria Principle no longer owns it. The products are the same, which I love, but customer service has plummeted.
I have bought products for over 20 years, and whenever company made a mistake on my order, they apologized and sent new package free of charge. Recently, they sent a package that was entirely different from what I ordered, so I sent it back. The "computer" (customer service reports to me) canceled me after 20 years for "too many returns"! What???!!!
The customer service did not apologize. I may deactivate my account just for that alone...
Concord, California
Poor customer service now, not the same company as before.
- - Products are the same, but service worsened after ownership changed.
- - Longtime customer for 20+ years; replacements were sent when mistakes occurred.
Feb 23, 2023
Anonymous
#231****
Principle Secret is not the same now that Victoria Principle no longer owns it. The products are the same, which I love, but customer service has plummeted.
I have bought products for over 20 years, and whenever Principle Secret made a mistake on my order, they apologized and sent a replacement package free of charge.
Recently, they sent a package that was entirely different from what I ordered, so I sent it back. The "computer" (customer service reports to me) canceled me after 20 years for "too many returns"!
What?
The customer service did not apologize, and seemed indifferent. I may deactivate my account just for that alone...
Cancelling account
- - My bill rose from $25/mo to $40+.
- - The lower rate lasted 1 month.
- - I want to cancel and pay my balance.
Paying too much money! I wanted to cancel several months ago, but the staff told me theyd knock my bill back down to $25 a month.
That lasted one month. Now Ive been paying $40+ a month. I signed up which I thought was a one time payment for an extra box of $17 then.
Now Im paying over $60 a month!! I want to cancel this immediately and pay my balance I owe.
Preferred solution: A cancellation
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They used to have good customer service before 2020….now it’s impossible to reach them without being on hold then disconnected….no way to speak to anyone. Now after 20 years I just want to cancel and shop at the store without so much frustration & inconvenience…..