JS
Predatory subscriptions with no return/refund option
I bought a trial package for my wife for Christmas. The product seemed decent enough, but ultimately wasnt what we wanted. A month later, I got charged another $220 and they wanted to charge me every 3 months for a "subscription" that I did not knowingly sign up for. There was 0 confirmation of a subscription in any emails. No communication regarding an upcoming payment. They just took my money without a word. Not even anything saying that an order was being shipped. I am an engineer. I pay close attention to details. Any details about signing up for a subscription upon getting the trial are hidden and ambiguous. I wrote an email and called. No one answers the phone, but at least I got an email response the next day. They say they won't refund me. I say I'll return it. They say they won't take returns. Wow. What a garbage company. What a scam. I have a family and 3 kids and they are taking food from our tables to catch a quick buck. Avoid these people like the plague because they are the worst. No good company makes a BS statement that "We don't accept returns for quality reasons." Really? In the age of Amazon and Walmart with seemless returns for nearly anything, that is the angle you'll try to pull over on the public? Be honest. You're a heartless money grubbing company that is going to make itself go out of business because you can't see the bigger picture. You want a dollar so bad now that you're willing to lose another 100 dollars in the future.I'm going to fight them, and try returning their unwanted product anyway.
Response from GeologieJan 24, 2024
Hey Joshua. Thanks for your review, and we hope our team was able to get you taken care of internally. Our customer success manager followed up with you last week and we haven't heard back from you since, but please don't hesitate to reach back out if there's anything else we can lend a hand with. Our team was able to confirm that your initial trial purchase with us in December was for a personalized regimen using a 70% off discount code that was incumbent upon a membership for recurring orders. We transparently communicate these terms to customers at several points along the purchasing journey, whenever applicable, and we offer flexible account controls so that any membership preferences can be adjusted by our customers in between orders simply by logging into their account with us and taking action there. In addition to detailing the length of the trial period, subscription management options and our broader policies in the order confirmation and tracking emails you received after your trial purchase, we offered an opportunity to opt into upcoming order notifications with us, however, it doesn't look like you chose to receive those. We also outline subscription information in our diagnostic results and in a few places on the checkout page, including directly above the "Pay Now" button before you place an order. We never want recurring purchases to be a burden either, and our customers are always in the driver's seat whenever they might need to make an adjustment to their regimen. Great skin health should be accessible by all, and our support team is always happy to work with customers one-on-one to help dial in the products and the price to fit their skin's and budget's needs. In addition to providing discounts for students, educators and frontline workers, we also have a robust rewards program so that customers shouldn't have to pay full price on any order. Again, apologies for any inconvenience over the course of your experience with our trial, and we hope our team was able to provide a satisfactory resolution to your concerns. Don't hesitate to follow back up with our CSM if there's anything else we do to get you taken care of.