GeologieReviews of geologie.com

Response from GeologieNov 23, 2022

Hey Chuck! Thanks for providing this feedback, and sorry to hear about your experience. It sounds like our CSM followed up with you personally to see how else we could help, so please feel free to follow up on that email thread if you'd like to keep the conversation going. We offer flexible account controls, where orders can be skipped or an order date can be manually postponed at any time, but it looks like you unfortunately didn't cancel your membership with us until after the latest order processed and shipped. We're also exploring an SMS program for customers to opt into upcoming order reminders that might be of interest to you. Don't hesitate to follow up with our CSM if we can help with anything else, Chuck. We want our customers to receive exactly what they want, when they want it and are always happy to work with folks one on one to dial things in. And if a regimen subscription isn't for you, we also offer annual memberships that provide similar benefits as the subscription without the commitment.

Response from GeologieNov 16, 2022

Hey Jake! Thanks for your review here. It sounds like our CSM reached out to you yesterday with some additional info on this and got you taken care of. For transparency's sake, it looks like your membership with us was not personally canceled but rather auto-canceled when our system ran into ongoing billing issues with the payment method on file. After cancellation, you then accepted a discounted reactivation offer from us, which is what this latest charge was for. Don't hesitate to follow up on that email thread with our CSM if you have any other questions or if there's anything else we can help with.

Response from GeologieNov 21, 2022

Hey Nick! Thanks for sharing this feedback. Our CSM let us know that he followed up with you separately to get you taken care of. Unfortunately our team didn't receive a cancellation request prior to the latest order processing, but we ensured you're good to go moving forward. Customers are always able to update any recurring order preferences they might need from within their account, or our team can assist with any changes one might need with some heads up prior to an order. We were able to confirm that your order did indeed ship and is on its way to you after some initial processing delays at our carrier hub. We hope the routine continues to go well for you and are here for you if there's anything else we can help with.

Response from GeologieOct 27, 2022

Thanks for sharing, George. We've requested some additional details so we can assist further here and address your specific concerns. By default, we do not ship recurring orders every month. If that's the case for your particular membership, that may have been selected manually on the product page. Most folks who get started with a personalized trial regimen use that for 30 days before they are shipped a larger regimen order intended to last 90 days or more, with recurring orders delivered every three months at that point, by default. We offer further customization of recurring memberships from the Account page, though, where the delivery frequency can be adjusted or a specific order date can be set. Please don't hesitate to provide some more details per our Trustpilot request and we'd be happy to help troubleshoot any issues you're encountering in making these adjustments.

Response from GeologieOct 28, 2022

Hey John! Thanks for sharing, and sorry to hear about your experience. We've requested some additional details from you via Trustpilot so we can look into your order and shipping details to lend a hand here. Our goal is to be clear throughout the entire sign-up process, make sure our customers know what to expect from their memberships and make orders easy to manage. We include relevant subscription details before, during and after checkout, and membership details are always easy to manually change via flexible account controls. We also utilize an auto-delay feature for the first full-sized order that's triggered by the trial order's delivery scan. So you shouldn't be charged for a subsequent member order until you've had a full trial period to decide whether or not you'd like to continue on with your routine. Don't hesitate to respond to our request for additional details and we'd be happy to look into your shipping issue and get you taken care of, John!

Response from GeologieOct 19, 2022

Appreciate your feedback, bb! We requested some additional details about your experience via Trustpilot if there's anything we can speak to more directly regarding your experience. Feel free to follow up there so we can ensure you're taken care of. Membership plan details are communicated clearly before, during and after purchase of a 30-day trial order. And in order for a subscription with recurring payments to be generated, customers must give explicit consent to it before checking out with a trial order. We also offer flexible and easy to manage account controls if updates are ever needed to be made to membership preferences. Our support team is always happy to assist with requested modifications, and we have a robust series of FAQ pages available from multiple locations with how-to's that it sounds like you were able to access without issue. We have plenty of folks who purchase with us a la carte, and we understand that subscriptions aren't for everyone. At the end of the day, we want our customers to have affordable access to great skincare and receive what products they want from us, when they want them. Don't hesitate to respond to that request for additional details if we can help with anything else, bb!

Response from GeologieOct 14, 2022

Appreciate your feedback, Allan! Our team was able to confirm that you did indeed complete our initial diagnostic with a personal photo submission, opted into a membership with us and then canceled recurring orders yourself after your first 90-day order processed and shipped. It looks like that's set to be delivered today, by the way. Subscription details are also communicated clearly at a few different points along the purchasing journey, and any needed updates to membership preferences can be made along the way through our flexible account controls.

Response from GeologieOct 9, 2022

Sorry to hear that, Nick! We don't accept returns of subscription orders to ensure that all of our products are shipped directly from us to our customers. We outline that policy in our FAQ's, during our diagnostic and via email after your first purchase with us. If our team can help dial in your regimen for you, please don't hesitate to reach out at [email protected]. We do anticipate a transition period that can lead to new breakouts when you first get started with a regimen, but this typically passes quickly and our team of skincare experts may also have some application tips or a regimen tweak that can get you to the results you're looking for faster.