fresh.com
fresh.com
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Fresh.com: The $75M Beauty Behemoth with a Trust Problem
A deep dive into the paradox of high traffic and low trust in the premium skincare space.
Fresh.com is a legacy beauty brand navigating the treacherous waters of modern DTC, where massive traffic volumes clash dangerously with a 1.7-star Trustpilot rating. This isn't just a website; it's a case study in brand equity vs. customer satisfaction.
"Fresh commands massive brand awareness, but their conversion engine is leaking trust at an alarming rate."
The Traffic Paradox
With 447,716 monthly visits and a dominant 52% direct traffic share, Fresh possesses rare brand equity. Most DTC brands fight for organic discovery; Fresh owns the conversation. Yet, this strength masks a critical vulnerability: when customers search specifically for 'fresh return policy' (440 monthly searches), they're likely encountering friction, not delight.
The SEO Moat
The keyword 'fresh' alone commands 96,050 monthly searches. They dominate their own brand name, but the real value lies in the long tail: 'fresh skincare' (2,140), 'fresh beauty' (950), 'fresh lip balm' (700). This is a classic brand-led SEO strategy—owning the category vocabulary. However, with 38% organic traffic, there's significant untapped potential to capture broader, non-branded beauty queries.
The data reveals a stark disconnect. Fresh operates in the lifestyle/beauty industry with 4,184 employees and $75M in revenue—numbers that suggest a mature, scaled operation. Yet their tech stack is completely opaque ('0 technologies detected'), and their global rank of #100,941 indicates they're a big fish in a specific pond, not a global powerhouse. The 'undefined' top countries data further suggests analytics or tracking gaps that a company of this size shouldn't have.
- Brand Authority: 159,230 backlinks and 52% direct traffic signal strong brand recall
- Trust Deficit: 1.7/5 Trustpilot rating with only 69 reviews suggests either review suppression or genuine customer dissatisfaction
- Revenue Efficiency: $75M revenue with 447K monthly visits implies a ~$13.80 AOV or conversion rate challenges
The Fresh Paradox: Famous but Not Loved
A $75M brand with mass awareness that's failing to convert trust into loyalty. The opportunity? Fix the customer experience. The risk? Brand erosion at scale.
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Reviews (20)
Alright
I noticed their rose cream while hydrating gave me acne. They said they’d refund me, they emailed me a return label. A couple of weeks after i sent it back to them they ask me for the sku numbers at the bottom of the creams and a picture of the packing slip that apparently needed to go in the box. I let them know that it’s a bit late to be requesting that. A couple of days later they did refund me
I bought something on your website
I bought something on your website, but it hasn't arrived yet. I want a refund. Thank you.
Customer service replying too late on purpose and bad ingredients
I agree with the negative reviews about product quality: note that this is not clean beauty! Especially at EU standards perspective. I discovered the brand's lip balms on a storefront that sells clean, natural brands products (they only sell those lip balms), and I was put off when I saw the composition of other products from this brand, but it was too late. Some are quite good, even excellent, I based myself on that, partially my fault since I'm usually very attentive to INCI lists. But others are a disaster, with endocrine disruptors, silicones and polymers, and abundance of allergens, all present in products that are supposed to take care of your skin! To think that there are 400€ creams on their website. At least there are no parabens nor phenoxyethanol, which is at least something... I also agree about customer service. After realizing the presence of BHT (a disgusting ingredient) in two products (difficult to see in the INCI lists and I wouldn't have doubt there was any given the INCI of other similar products), I decided to partially cancel my first and sole order a few minutes after placing it, it was during the day. No way to do it directly on the website, I couldn't access my order details without creating an ACCOUNT. Never saw this before (and I think that's straight up illegal in EU). So yeah, sole solution, using their contact form. Oh yeah I love companies that uses forms where you don't know if your message has been sent or not (I don't). At 9:00 pm, they dispatched the package without replying to me, even though there was plenty of time to cancel part or all of the order before dispatching it. Today, 5 days later, I received the order from France which was quite fast alright, and I was relieved it wasn't sent from the USA (customs and fees risk). And then they finally decided to reply, saying “We see that you've received the order, so it's not possible to cancel it”, nah YOU THINK? Of course they told that if I still want to cancel the order, I'll have to send it back. Yeah right, so the parcel gets lost and I'm out of product AND money. It really looks like they wait for it to be too late for doing what I asked for initially. I suppose that if you've got a terrible skin reaction to their products they're the kind to reply "Sorry our product didn't suit you, hope you'll finf something else." or something. Obviously, I won't buy anything from this company ever again. They should learn from Oh My Cream, RMS Beauty, and other commerces that have the basic respect to reply in a timely manner to their customers, not when it's too late on purpose. I guess I wasted my money since there are products that'll go straight to the bin given their ingredients. Fortunately, most products were 30% off.
Hi if I could give a 0 I would
Hi if I could give a 0 I would. Let me start with tje customer service rep.. I can tell you hands down O would NOT EMPLOY HER. She is rude with her one word answers as if she is laughing in your face. Now to tje major problem I bought product during BLACK FRIDAY against my better judgement as companies like to get rid of their old stock but I took a chance. When my product arrived I CHECKED THE BATCH CODE STAMPED ON THE BOX. I would have to use it right away or it would expire. I decided to call them they were not happy they said I could return it at my OWN EXPENSE. They have had thr product since November and everytime I call THE CUSTOMER SERVICE REP SAYS WE CAN NOT PROMISE WHAT YEAR YOU WILL BE SHIPPED OUT. I asked when will I get my product? SHE REPLIED "I DON'T KNOW I WILL PASS IT ON TO THE TEAM:. I followed up with several emails and no response . I called again I got her and she said the sane thing I don't know. I said I WANT A MANAGER AND LET THEM KNOW I AN GOING TO SOCIAL MEDIA. I left a Google review . I just called again I got the same rep we will let you know when we are shipping out because of the busy Christmas season. I PAID FOR MY ORDER IN NOVEMBER. I WANTED THE MANGER SHE SAID NO . WE ARE NOT ALLOWED TO TRANSFER TO A MANAGER. STAY AWAY FROM THIS COMPANY. IF I DON'T GET MY PRODUCT I AM GOING TO THEIR LOCATION.
Promotion is not true
Get promotion information and I just bought a Destination Hydration Set, saying 25% off of gift set, at GBP46.5 on 14 Dec 2025. In five days, received email on 19 Dec 2025 about Winter Sales and it was reduced to GBP37.2. Now it is still before X'mas. I felt cheated. I will avoid buying from this website again.
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About fresh.com
Company Overview
Traffic & Audience
fresh.com receives approximately 447.7K monthly visitors and ranks #100,941 globally. The website has a bounce rate of 44% with visitors viewing an average of 3.1 pages per visit. Users spend an average of 1:06 on the site.
The majority of fresh.com's traffic comes from undefined, undefined, .
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This page provides publicly available information about fresh.com. Data is collected from various public sources and may not always be up to date. For the most accurate information, please visit fresh.com directly at https://fresh.com.