Response from Macy's

Hello! Thank you for sharing your experience with the Lash Idôle Mascara. We're glad to hear you loved the volume and application, but we're sorry to learn about your difficulty with removal, especially using Bi-Facil. Before each use, shake the bottle to activate Bi-Facil makeup remover and mix the oil phase with the water phase. Saturate a cotton round or cotton ball with Bi-Facil and hold over closed eyes to moisten and soften all layers of eye makeup, including eyeshadow, eyeliner, and mascara. Then, gently swipe over makeup to remove. Repeat until all eye makeup is removed. You may also want to try the new Mascara Melter, available at Macy's. A caring mascara remover that easily removes all types of mascara, even waterproof! It melts mascara with minimal rubbing & no greasy residue. We hope this is helpful.