GeologieReviews of geologie.com

Response from GeologieOct 18, 2022

Thanks for sharing your feedback, NL, and sorry to hear about your experience. We requested some additional details from you via Trustpilot so that our CSM could look into this further and address your specific concerns, but we haven't received a response back from you, assuming you'd prefer to remain anonymous. Keep us posted if you're able to share more, and our team lead is happy to get you taken care of. Regularly scheduled regimen orders are prepared in advance and receive priority shipment to ensure the fastest possible delivery for our members. All of these orders ship the same day they process. Delays in transit are not common, but they do happen from time to time. If yours experienced a specific delay we can address, please don't hesitate to provide the customer details we requested so we can lend a hand with that. Our goal is to be transparent throughout the entire sign-up process, make sure our customers know what to expect from their memberships and make orders easy to manage. We're also always happy to work with folks one-on-one if you feel that our policies haven't been fair or communicated plainly. To be clear, our customer support team does not recommend filing credit card disputes, nor do they threaten customers who choose to do so. Due to a rise in friendly fraud targeting e-commerce businesses, we are compelled to investigate any such filings and work closely with folks on a resolution who purchase legitimately. Again, very sorry we couldn't provide you with the experience we always strive for. If you're still open to further assistance here, we'd love the opportunity to address your concerns personally. Just hit us up or respond to the TP request for additional details and we can take it from there.

Response from GeologieOct 10, 2022

Appreciate your feedback, Johnny. We mention subscription details in no fewer than five different locations during our diagnostic, trial checkout page and order confirmation email. You would have also explicitly consented to receiving recurring orders during purchase of your 30-day trial in order for a subscription to have been generated. If a customer ever needs to make changes to their subscription preferences before the end of the trial, all that's required is an update via their account page or outreach to our support team for assistance. We also do not tolerate abuse or harassment of our customer service team via expletives and threats to their well-being, which is why our social media team took the action they did. Happy to assist further if need be and you're able to keep communication civil.

Response from GeologieOct 5, 2022

Thanks for your review, Art. Details surrounding our subscription plans are communicated clearly before, during and after purchase of a 30-day trial order with us. Additionally, in order for a subscription for recurring orders to have been generated, you would have needed to give explicit consent to it before checking out with a trial order. We offer flexible account controls if you need to cancel or modify your subscription in any way in between trial orders, so don't hesitate to follow back up with our support team if any of this information was unclear or we can assist further.

Response from GeologieSep 30, 2022

Hey Hater. Thanks for sharing this feedback. We've requested some additional details from you via TP so we can authenticate your identity and speak to your experience a little better. Keep us posted, and we're happy to assist further. We're very upfront about our policies and include that information at your diagnostic results, in our FAQ's and via email post-purchase. As part of our commitment to quality, all subscribers receive priority shipment to ensure they're able to stay as consistent as possible with their regimen, and we are not able to guarantee cancellation of an order after it processes and enters our fulfillment team's queue for shipping. We also do not accept returns of subscription orders so that we can guarantee that all of our orders are shipped directly from us to our customers. Our knowledgeable team of skincare experts is also always happy to help you fine-tune your regimen to better fit your needs over time. The transition period encountered during use of a new skincare regimen isn't unique to Geologie's products, but our team is equipped to help you through it with application advice and a potential regimen modification. Consistency is key if you want to see results with any regimen, and we're happy to guide you through this transition period so that you can continue down the path to great results. Don't hesitate to reach back out to our team if we can assist further here!

Response from GeologieSep 27, 2022

Thanks for your review, David. Our subscriptions are opt-in, which means you gave explicit consent to receive ongoing recurring orders from us during checkout of your 30-day order. We outline before and during purchase of a 30-day trial order how much ongoing orders will cost, as well as when you'll be charged for your first 90-day order with us after your trial period wraps up. Our CSM reached out and confirmed that you unfortunately did not cancel recurring orders with us until after your first 90-day order processed. We encourage all our customers to take full control of their subscription preferences by modifying those from within their account. Since no action was taken to modify your delivery date or cancel recurring orders outright during your trial period, your first 90-day order with us processed as normal. Don't hesitate to follow back up on the email thread we have with you if there's anything else we can help with.

Response from GeologieSep 23, 2022

Hi John. We transparently communicate subscription details in many places before, during and after purchase of a 30-day trial order, both on the site and via email afterwards. We want our customers to know exactly what a subscription entails, and offer flexible account controls if there's ever a need to make updates to recurring order preferences along the way. Our CSM reached out to you the other day to confirm that it looks like you've not canceled or adjusted your subscription preferences with us and is happy to assist you further on that thread.

Response from GeologieSep 20, 2022

Thanks for your review, Alex. As part of our commitment to provide fast and efficient shipping for all our customers, our team is not able to cancel orders once they begin processing. It looks like you opted into recurring orders with us at checkout of your original 30-day trial order, where we communicated clearly the pricing and delivery frequency of subsequent orders that would process after your initial trial. Customers are always welcome to modify their next order date or change their delivery frequency from the account page if they're not quite ready for a follow-up order, but this must be done prior to order processing. We strongly encourage you to take full control of your order preferences with us by logging into your account and making any desired changes there, or let our support team know if you're having any issues making an update and they'd be happy to lend a hand.