GeologieReviews of geologie.com

Response from GeologieFeb 15, 2024

Thanks for your review, Gillian. Our customer success lead followed up with you yesterday and is awaiting a reply to see how else we might be able to lend a hand here. We outline how long the trial period lasts; what ongoing pricing will be for the full-sized set after the trial period; our return, refund and early cancellation policies; and subscription management options throughout the purchasing journey, including in multiple places throughout our diagnostic results, the checkout page and in post-purchase emails. You would not have been able to check out with a discounted trial order that entailed a membership for recurring orders without an explicit callout directly above the "Pay Now" button that you would be enrolling into a subscription with us. We were also able to confirm that you received and opened our upcoming order notification for your first full-sized order with us and unfortunately did not take action to cancel or modify your subscription regimen prior to its processing. We're happy to work with you on a resolution here if the trial terms and subscription details were not fully understood. We always want our customers to be in the driver's seat when it comes to their products and preferences, and have many customers who choose to move forward with their regimen on an a la carte ordering basis if that's preferred over the subscription. If there were any products from the set you did enjoy and wanted to move forward with, we're happy to work with you one-on one to find unique pricing that might better align with your budget. Don't hesitate to follow up with us so that we can ensure you're taken care of.

Response from GeologieFeb 20, 2024

Thanks for your review, Mirjam. Our customer success lead followed up with you directly to see how else we might be able to lend a hand, and we unfortunately haven't heard back from you after a few emails. Happy to share some additional details and context here if there's anything else we can do to assist. Our team is unable to locate record of an email thread from you regarding the shipping issue you experienced, either from the email address you provided via Trustpilot or the email address that's connected to your account with us. We can't speak to the nature of your conversation for that reason, but we can guarantee our team would not lie to you and apologize if you felt ignored during your experience. The interaction we do have record of is from late December, when our team provided you with a 30% off lifetime discount to continue your membership with us after the trial. You submitted an upcoming order date request of January 15, Martin Luther King Day, and our team processed the order shortly thereafter since we were not shipping on the holiday. We unfortunately did experience scattered shipping delays in mid-to-late January due to severe and inclement weather impacting the operations of both our fulfillment team and partner carriers in the Chicago area. We were able to confirm delivery of your package around the three-week mark, however, and we apologize for that delay and inconvenience. Our team is safely and smoothly operating regularly again from our warehouse, with shipping speeds back to normal. We're happy to lend a hand with any other concerns you might have at this time if you'd like to follow up with our success lead via email.

Response from GeologieFeb 13, 2024

Thanks for your review, Erling. It looks like our success lead is working with you via email to address your concerns, and we can share some additional details regarding your experience here in the meantime. Firstly, our team communicates subscription details transparently with customers at many points along the purchasing journey, from our ads to our diagnostic results to our checkout screen and post-purchase emails. We explicitly outline when a personalized trial purchase entails a membership for recurring orders, share how long the trial period lasts, detail ongoing pricing for recurring orders after the trial period, and offer customers flexible account controls to update any preferences they might need in between orders. To confirm, you had two individual subscriptions for different products or bundles: one Complete Set subscription and a subscription for the vitamin C serum you chose to add on to your first purchase from our diagnostic results page. You canceled the vitamin C serum subscription from your account page, but not the Complete Set subscription. Our team confirmed that you DID then receive an upcoming order email from us a few days before your first full-sized order of the Complete Set was set to process, it was opened, and no action was taken to cancel that subscription prior to the new order's processing. Once a regularly scheduled regimen order begins processing, our team cannot guarantee that modifications may be made to it, as our subscriber's benefit from same-day shipping. Please don't hesitate to let our success lead know if you have any additional questions about this.

Response from GeologieFeb 13, 2024

Thanks for your review, Janelle, and sorry to hear that. Customers don't have to move forward with their full suite of regimen products when they transition out of their trial period, and our support team is always happy to work with folks one-on-one to ensure they're receiving the best products and formulas possible for their skin, at whatever budget. It looks like our support team was working with you to potentially modify your regimen to include a lighter weight moisturizer than our SPF Morning Cream, but we were not able to help you move forward with a complimentary sample of that. Don't hesitate to follow up with our CSM if there's anything else we can still lend a hand with.