Customers say this cleansing balm effectively removes makeup, including waterproof mascara, while leaving skin soft and moisturized. Many appreciate its gentle formula that doesn't strip or dry the skin, making it ideal for sensitive or dry skin types. Users frequently mention its effectiveness as the first step in double cleansing routines. However, common complaints include difficult packaging that's hard to squeeze, product separation in the tube creating oil leakage, and a gritty texture from oat particles. Some customers note it can leave residue requiring thorough rinsing or a second cleanser.