GeologieReviews of geologie.com

Response from GeologieJan 22, 2023

Hey Brian! Appreciate your review here. It sounds like our CSM followed up with you to ensure you were taken care of and you confirmed that, after running back through our trial an additional time, you indeed saw all the different places and ways we communicate subscription details. We hope you get some good use out of your full-sized regimen once it arrives, and please let us know if our definitely-larger-than-six-people staff can help with anything else along the way.

Response from GeologieJan 14, 2023

Thanks for the feedback, Dylan. It sounds like you've been communicating with a few of our team members, and our CSM was able to address your concerns. We do communicate subscription details transparently in multiple places prior to, during and after purchase of a 30-day trial order, and explicit consent must be given by a customer for any recurring purchases to get set up. We always ask that customers who experience any irritation reach out to our support team of skincare professionals so that we can lend a hand immediately. Many folks experience a transition period when getting started with a new skincare routine that can bring with it new breakouts or dryness and irritation. This usually passes quickly as your skin acclimates to the new active ingredients you're exposing your skin to, and our staff is trained to help customers make it over the hump with application adjustment guidance or even a comped product that might suit your skin better. Our team unfortunately didn't hear from you regarding any issues until after your first full-size order with us began processing, however, it sounds like our CSM and team were able to help find a resolution with you. Keep us posted if you have any other questions moving forward or if there's anything else we can help with!

Response from GeologieJan 10, 2023

Hey Anna! Thanks for your review here. It sounds like our CSM was able to get you squared away this morning and is just awaiting your response. It looks like you placed two 30-day trial orders with us and opted into subscriptions for both, which is where the larger price tag is coming from. Our team was also able to confirm that you completed our diagnostic with a different email address than you submitted during checkout, so the account would be tied to the address your order was placed with and likely the reason why you're having trouble logging in. We're happy to work with you to dial in the products in your regimen, too. Many folks experience an initial transition period when getting started with a new skincare routine, as your skin is getting accustomed to all of its new active ingredients. Mild irritation and dryness from the night cream's retinol is one of the most common effects but passes quickly. Please don't hesitate to follow up with our CSM on that email thread if there's anything else we can help with here!

Response from GeologieJan 23, 2023

Hey Douglas. Thanks for your review, and sorry to hear about your experience. To confirm, our team did get you taken care of with a full refund on your larger subscription order with us. We always want our customers to have a full trial period to decide whether or not they'd like to move forward with their membership after the trial, so apologies if holiday-related shipping delays cut into that for you. Order dates can also be rescheduled at any time from the account page if customers need a little more time with their current supply before a new order begins processing. Don't hesitate to follow back up on the email thread you have with our CSM if there's anything else we can help with moving forward, Douglas!

Response from GeologieJan 4, 2023

Hey Max! Appreciate the feedback here. It sounds like you're based out of Australia and shipping took longer than anticipated during our peak holiday season, so apologies for the hold-up. Not being able to get orders to customers as quickly as we'd like is just as frustrating for us, and we're doing what we can to mitigate these delays with our carriers moving forward. We also offer flexible account controls to ensure customers don't get charged for an order they're not ready for if you're ever in need of skipping or manually adjusting an upcoming order date from there. Our team attempted to issue you a refund for your latest order due to the inconvenience, but you unfortunately disputed the charge, which prevents our team from being able to ensure you're taken care of. Don't hesitate to follow up on the email thread our team has ongoing with you and we're happy to assist further.

Response from GeologieJan 4, 2023

Thanks for your review, Hugo! Our team is very upfront about subscription details and communicates that information transparently before, during and after purchase of any applicable 30-day trial set or standalone product where it's possible to set up a subscription for recurring orders. In addition to relaying that information in our skincare diagnostic, we also share it in no fewer than three places on the checkout screen, where explicit consent would need to be given by a customer for any type of subscription to be generated. We don't set up subscriptions for our customers unless they approve it. We also clearly outline our return and refund policies in many of the same places, and those policies can also be found at anytime in our FAQ's. Feel free to follow up with our CSM via the email they sent your way if any of that was unclear. Happy to help you moving forward.

Response from GeologieJan 4, 2023

Thanks for your review, Eva, and apologies for any inconvenience here. Our CSM has been happy to get you taken care of. We offer complete control of a subscription from the account page, where order dates and other preferences can be easily modified whenever need be. We do also communicate recurring order details transparently before, during and after purchase of any order that generates a subscription. A subscription cannot be generated for a customer unless they give explicit consent to it and manually indicate that at checkout. We made sure to set you up with a lifetime discount moving forward if you'd like to pick the regimen back up at a later date, and our CSM is happy to help with anything else that might arise along the way.

Response from GeologieJan 2, 2023

Appreciate the feedback, Matthew, and sorry to hear about your experience. Thanks for your patience while we make our way through longer than normal holiday shipping delays. It looks like your order has been delivered and our CSM followed up separately to check in with you. Our team has seen delivery times balloon to much longer than normal this holiday season, which has been frustrating for us and for our customers. Our support and logistics teams have been working closely with our carriers to get to the bottom of every delayed shipment for our customers and have been happy to keep in touch with you on yours. We're also always looking to improve the customer experience, which includes how our orders are shipped. We routinely conduct tests between carriers to compare turnaround times and find that, outside of peak shipping season, our average turnaround time is quite competitive. We'll be conducting another round of tests shortly now that we're into the new year, and if any services prove faster than our current options and would provide our customers a better experience, we'd certainly pursue those. Thanks again for sharing this feedback and don't hesitate to follow up with our CSM on the ongoing thread we have with you if there's anything else we can help with.