You can't say they are "ugly" or "masculine" or anything subjective like that.
What you can say is that you don't like them, they seem to YOU, too masculine or ugly or anything. And you can be right, nobody can decide what should you like. Don't wake up the realistic look enforcer pitchfork crowd

As for the game, adding even more variety and sliders to adjust every detail, or open it to modding is the way to go, if they want to please as many as possible.
There are absolute no reasons to keep things as they are. It's not like we are in a re-educating institute here and we need to change our tastes.
These faces aren't Elder Scrolls Online level ugly, that's sure, but they aren't Black Desert Online or Final Fantasy XIV level pretty either. Many western games are notorious in creating ugly faces and ugly bodies, while Koreans & Japanese artists can create amazing beauties and even more amazing animations which can convey deep emotions