GeologieReviews of geologie.com

Response from GeologieJul 1, 2022

Appreciate your feedback, Michael. It looks like our CS team was able to assist you earlier today and confirmed that your subscription with us was not cancelled prior to your latest order's processing. We send out a confirmation email when a subscription is cancelled. It also looks like you were sent an upcoming order email prior to the order's processing and didn't cancel the subscription at that time either, or reach out to our support team for assistance. Now that your subscription with us has been cancelled, you'll receive a separate cancellation confirmation email. Don't hesitate to reach back out to our support team if you have any other questions or if there's anything else we can help with.

Response from GeologieJun 13, 2022

Thanks for your feedback, Adam, and sorry we weren't able to provide you with a stellar experience. I believe our customer success manager has been working with you via email on the lost package claim and will be sure to get that resolved with you. We do not include an opt-out option for the subscription when purchasing a 30-day trial order, however, you are welcome to cancel the subscription at any time during your trial period -- we just ask that you give the products a fair shake beforehand. Additionally, our Terms and FAQ's aren't the only place we include subscription info. We also include those details when you receive your diagnostic results, with a breakdown of monthly costs, should you choose to stick with your regimen; at checkout before you buy; and again in an upcoming order email prior to your first 90-day subscription order. We're always open to hearing from our guys on how else we can communicate this information, though. Let our CSM know if there's anything else we can assist with, and we'd be more than happy to have you with us as a one-time purchaser if subscription isn't for you.

Response from GeologieMay 31, 2022

Hey William. Thanks for the review here, and sorry to hear that things didn't work out with your regimen. We do anticipate a transition period when starting a new skincare regimen that can lead to breakouts and other potential adverse effects while your skin starts getting used to all the new active ingredients it's being exposed to. Our support team is always happy to help offer guidance during this time and dial things in to make sure your set is catered to the results you're hoping to achieve. Did you happen to reach out to them? We unfortunately don't receive your email address when a review is left, but our team would be happy to get you taken care of if you're able to reach out to us directly.

Response from GeologieMay 20, 2022

Thanks for the feedback, Vamsi. We're very upfront about subscription details during our diagnostic results, before checkout, and then again before your first follow-up subscription order processes. Registering an account with us is a separate process due to a site security feature that we hope to find a workaround for in the near future. We understand it's not super intuitive, which is why our support team steers customers to take care of that whenever possible and we have a dedicated FAQ page for it on our site. It looks like the support rep you communicated with did provide clear instructions on how to take care of that, along with a direct registration link, so let us know how else we can work to improve those comms.

Response from GeologieMay 10, 2022

Thanks for the review, Circle O Six. We're super upfront about subscription details and include that information before, during and after purchase. It sounds like you maybe didn't activate your account with us after purchase of your 30-day trial. Feel free to check out our FAQ page on that, and don't hesitate to reach out to our support team for further assistance on this if you haven't already. Once your account is registered, you should be able to make any changes you might need to the subscription: bit.ly/georaccountregister

Response from GeologieApr 22, 2022

Appreciate the review, and sorry to hear that the regimen didn't work out for you, Ethan. Our team is always happy to work with customers one-on-one to make sure you're using formulas that are best tailored to your skin and will help you achieve the results you're looking for. We have many guys who we swap out products for along the way to meet their adapting needs. The process is a two-way street, however, and we can't make changes without your input. Our customer success lead has reached out a few times without a response from you, so feel free to engage there if you're truly interested in dialing things in. We also provide clear subscription cancellation instructions to customers upon outreach and have a dedicated walkthrough page among our FAQ's if those steps aren't clear. We're big proponents of guys only ordering what they want, when they want it if subscriptions aren't your style. It looks like you got that all squared away yourself before your next scheduled order began processing this month. Take care, and let us know if we can ever help with anything else!

Response from GeologieApr 4, 2022

Thanks for the review, Natalia, and sorry to hear that things didn't go well with the trial. As your skin gets accustomed to a new regimen's active ingredients, things like new breakouts or dryness and irritation can often occur. This is normal, and our team is always happy to help customers work through this transition period when starting a new regimen, whether it be through application adjustments, product changes, or educational materials from our blog. Did you happen to receive our check-in email during the trial, where our team touches base to see how things are going? In addition to serving as a bridge between you and our customer support team for any skin issues that may need to be addressed during the trial, it also serves as an upcoming order notice for your first 90-day order with us. We are very upfront about the subscription when you complete your diagnostic and then again before you place your 30-day trial order with us, so let our team know if there were any issues with delivery of that email. Likewise, they'd be glad to walk you through the account registration process, so please send a note to [email protected] if you haven't already and they can get you taken care of.

Response from GeologieFeb 17, 2022

Appreciate the review, Marc. Customers are also welcome to reach out to us via live chat on our site or through social DM's if you haven't heard back from us via email within 24 hours. We attempted to get some more order and contact details from you via the Trustpilot Find Reviewer feature, but have not heard back. Our support lead double checked our ticket records from this past weekend and wasn't able to find any outreach from a Marc that was not responded to by Monday. Would love to hear back from you if we missed something and can make this right. We do also make subscription management very easy from within the Account page. You can find the Make Changes prompt at the top of your Account page, which allows you to change up your delivery frequency, manually reset your order date, or cancel outright if need be. We also have FAQ pages published to walk through all of these actions, and provide more information on the account activation process there, too. Let us know if we missed something here, Marc -- we'd love to hear back from you.