GeologieReviews of geologie.com

Response from GeologieSep 23, 2022

Thanks for sharing, Jeff. Our CSM reached out personally earlier in the week to see how else we might be able to help here, but we unfortunately haven't gotten a response back from you. Our records show that our team was working closely with you to find a better regimen and pricing fit, but after not hearing back from you for a few days, we passed along subscription management guidance in case you had changed your mind and chosen not to move forward with us. No action was taken from within your account to delay your regularly scheduled order or cancel recurring orders with us, so a new order was inevitably processed. Our team prioritizes shipment of orders for our subscribers to ensure they're able to stay as consistent as possible with their regimens, and therefore we cannot guarantee cancellation of an order after it ships. Setting up mail forwarding is a great way for our customers to ensure they still receive a regularly scheduled order if their account information isn't updated beforehand, and we can confirm that our orders do qualify for mail forwarding via USPS. We also take the rise in chargeback fraud, also known as friendly fraud, very seriously as an e-commerce business and encourage you to work with our team to find an agreeable solution here. Thanks again for expressing your concerns, and don't hesitate to follow up with our CSM on that email thread if there's anything else we can help with.

Response from GeologieSep 6, 2022

Appreciate your feedback, Tamer. It looks like we received no communication from you during your trial about any issues with the products. Our team of skincare experts is always happy to help dial in a regimen if there's potentially a better fit, but without feedback, we won't know what concerns to solve for. We include details about how our subscriptions work and what their post-trial pricing is during our diagnostic results, at checkout of an order and again in your trial order's confirmation email from us to ensure you know exactly what you're signing up for. We can also confirm that you gave explicit consent to recurring orders at checkout of your 30-day trial order by personally opting into it, and didn't log into your account with us to make any changes to it until today, after the order entered our fulfillment team's queue for shipment. We offer our customers complete flexibility to alter any preferences from within their account if they're not ready to move forward with a new order as their trial period comes to a close, but again, it doesn't look like you took any action to make edits from within your account or reached out to our support team for assistance. Don't hesitate to follow up if we can help with anything else.

Response from GeologieSep 6, 2022

Appreciate the feedback, Dope Toons. We've requested a little more information on your identity and experience via Trustpilot to see how we can better help. If you can provide your real name so we can look into any communications you might have had with our team, that would be appreciated.

Response from GeologieSep 2, 2022

Appreciate your feedback, Keny. Our CSM handled your outreach personally and confirmed that you did not log into your account with us to cancel recurring orders until after an order had been placed, which unfortunately does not also cancel a processing order. You opted into a subscription with us for recurring orders at checkout of your 30-day trial order, and we communicated information about that during your diagnostic results, at checkout and again in the confirmation email you received post-purchase. You're in full control of your preferences and can update those within your account at any time. Not ready for an order? No worries -- postpone it from within your account or reach out to our support team if you have any concerns about your particular regimen's products. We want our customers to move forward with what they want, when they want it. Don't hesitate to reach back out to us if there's anything else we can help with.

Response from GeologieSep 9, 2022

Thanks for your feedback, Steven. It looks like our team shared cancellation instructions with you a few months back and no action was taken from your account page at that time to update your order preferences with us prior to the processing of your latest recurring order. Almost like our emails got ignored 🤔 As part of our promise to provide our customers with fast and reliable shipping, we're not able to guarantee cancellation of a scheduled recurring order after it processes, so the best way to prevent an unwanted order is to reschedule it from within your account via flexible controls or ensure your subscription with us is canceled beforehand. Don't hesitate to follow back up with our CSM if there's anything else we can help with.

Response from GeologieAug 28, 2022

Thanks for your feedback, Teague. Our CSM confirmed with you that you personally opted into your subscription with us for recurring orders, which means you would have had to explicitly consent to it and mark a box at checkout in order for the subscription to be set up. We take our subscriptions very seriously and communicate those details to customers before, during and after checkout of any applicable subscription orders. Also, the first outreach our team received from you was a few days after your first 90-day order with us processed and shipped, and at no time did any of our representatives mislead you or tell you that your subscription with us wasn't active. To say otherwise is frankly untruthful.

Response from GeologieAug 29, 2022

Thanks for sharing this with us, Nova. Our team communicates subscription details transparently at many points during the purchasing journey, including before, during and after checkout of any order that would initiate a subscription for recurring charges. If subscription changes are needed at any point, we have extensive resources on our site via FAQ on how to log into an account with us and make those, including how to cancel a subscription. We've requested some additional details from you via Trustpilot regarding your experience, as the pseudonym alone is unfortunately not enough for us to find you in our system and get you taken care of. Our default subscription delivery interval is once every three months after your 30-day trial wraps up, so action would have needed to have been taken from the account page to modify those preferences and receive an order once a month. Let us know if you care to share additional details and our CSM would be happy to look into this further for you.

Response from GeologieAug 25, 2022

Thanks for sharing, Bireet. We don't actually provide phone support at this time, so we've requested some additional details from you regarding your experience via Trustpilot so that we can look into your account a bit more and assist further. Will look forward to hearing back from you.