GeologieReviews of geologie.com

Response from GeologieAug 19, 2024

Thanks for your review, Eric. Our team takes extra care to transparently communicate membership details with any customer who is purchasing with us on a recurring basis. In our diagnostic results we first outline how long our membership trial period lasts, its associated ongoing costs and how often customers will receive subscription orders upon completion of the trial. Customers typically answer our skin quiz to find a personalized regimen that fits their needs best before receiving their results and those membership details. Then, we explicitly call out on the checkout page in multiple places that purchasing a personalized trial order will lead to recurring orders, which customers can update from their account at any point during the course of their trial and longer term subscription. To be clear, customers must give explicit manual consent to these terms if they wish to take advantage of our heavy trial discounts, and purchase of a membership trial cannot be completed unless those terms are acknowledged and agreed to. And finally, in our order confirmation email we again outline the length of our trial period and prompt customers to manage their own subscription details from their account page, where they can postpone an order, adjust the products they’re receiving, or cancel outright. We are deeply committed to maintaining the highest quality and safety standards for our customers, and once our products have left our facility, in order to preserve the integrity of each item, we are unfortunately unable to accept a return of them. We understand that this policy might be different from what you're used to when ordering from other online retailers and genuinely appreciate your understanding that, as a small personal care business, it’s crucial for us to prioritize our customers’ health and safety. Within our industry, returned goods must always be disposed of because the safety and efficacy of the products can no longer be ensured after they've left our possession. Our team was happy to provide you with a credit on the purchase, and our skincare specialists are always happy to work with customers one-on-one to dial in their regimens to ensure their routines fit within budget. If you have any other questions, please don't hesitate to follow up on the email thread you have with our CS lead.

Response from GeologieJul 23, 2024

Sorry to hear that you feel that way, Dayla. Our customer success lead has been happy to work with you via email on a resolution the past few days, and is awaiting your response so that we can take next steps to ensure you're taken care of. We outline membership details in our diagnostic results; on our checkout page in multiple places, where we require explicit acknowledgment and consent to automatic refills from customers before a subscription trial can be purchased; and again in our order confirmation email after purchase. Membership details can be reviewed and updated at any time from the customer account portal, and our support team is also always happy to help answer any questions or lend a hand with adjustments needed along the way. We'll look forward to hearing back from you on our open email thread to see how else we might be able to lend a hand, Dayla.

Response from GeologieJul 23, 2024

Thanks for your review, Jacob, and apologies again that you were sent the 0.2% retinol night cream instead of 0.3%. Our team was happy to put together a complimentary replacement of the correct formula for you and compensate for any inconvenience. We are deeply committed to maintaining the highest quality and safety standards for our customers, and once our products have left our facility, in order to preserve the integrity of each item, we are unfortunately unable to accept a return of them. We understand that this policy might be different from what you're used to when ordering from online retailers in other industries and genuinely appreciate your understanding that, as a small personal care business, it’s crucial for us to prioritize our customers’ health and safety. Don't hesitate to follow up with our support team if there's anything else we can lend a hand with moving forward.

Response from GeologieJul 2, 2024

Thanks for your review, Julie. Our team transparently communicates membership details with all customers who choose to purchase a personalized subscription trial with us before, during and after checkout. Happy to share more info with you on where we highlight those key touch points and what information is communicated. We first outline how long our membership trial period lasts and its associated ongoing costs in our diagnostic results. Customers typically answer our skin type quiz to find a personalized skincare regimen that fits their needs best before receiving their results and those membership details. Then, we explicitly call out on the checkout page that purchasing a personalized trial order will lead to recurring orders, which customers can update from their account at any point during the course of their trial and longer term subscription. To be clear, customers must give explicit manual consent to these terms if they wish to take advantage of our heavy trial discounts, and purchase of a membership trial cannot be completed unless our Refill Policy is acknowledged and agreed to. And finally, in our order confirmation email we again outline the length of our trial period and prompt customers to manage their own subscription details from their account page, where they can postpone an order, adjust the products they’re receiving, or cancel outright. Customers can log into their account with us at any time to view the pricing for an upcoming order. We also offer an opportunity within this confirmation email for customers to opt into receiving upcoming order notifications from us so that any adjustments can be made prior to order processing if customers are not actively logging into their account with us on their own. Furthermore, we outline our subscription cancellation, return and refund policies in all three of these spots, too, in addition to hosting them publicly in our FAQ's. Don't hesitate to follow up with our customer support team if you have any additional questions or there's anything else we might be able to help with at this time, and apologies for any misunderstanding or inconvenience.

Response from GeologieJul 2, 2024

Thanks for voicing this, Arcane. We've requested some additional customer details from you so that we might have some more insight into your personal experience, and will look forward to hearing back from you. Our team takes extra care to transparently communicate membership details with any customer who is purchasing with us on a recurring basis. Happy to share additional info with you on where we call out those terms, and how we empower customers to manage their own subscription preferences with us. We first outline how long our membership trial period lasts and its associated ongoing costs in our diagnostic results. Customers typically answer our skin type quiz to find a personalized skincare regimen that fits their needs best before receiving their results and those membership details. Then, we explicitly call out on the checkout page that purchasing a personalized trial order will lead to recurring orders, which customers can update from their account at any point during the course of their trial and longer term subscription. To be clear, customers must give explicit manual consent to these terms if they wish to take advantage of our heavy trial discounts, and purchase of a membership trial cannot be completed unless our Refill Policy is acknowledged and agreed to. And finally, in our order confirmation email we again outline the length of our trial period and prompt customers to manage their own subscription details from their account page, where they can postpone an order, adjust the products they’re receiving, or cancel outright. Customers can log into their account with us at any time to view the pricing for an upcoming order. We also offer an opportunity within this confirmation email for customers to opt into receiving upcoming order notifications from us so that any adjustments can be made prior to order processing if customers are not actively logging into their account with us on their own. Keep us posted with those additional customer details, and we're happy to look into your experience further and see how else we might be able to lend a hand.

Response from GeologieJun 18, 2024

Thanks for your review, Leo, and sorry to hear you had a negative experience with us. To be clear, we do not generate a subscription for any customer without their explicit acknowledgment and consent to our membership terms at checkout. No subscription purchase can be made without reading and agreeing to those terms by manually marking a checkbox prior to purchase. We transparently communicate relevant subscription details in a number of places before, during and after purchase, which our customer support team confirmed you were aware of. We also outline company policies on returns, refunds and subscription/order cancellation in many of the same places, as well as in our public FAQ's. We always want our customers to purchase however works best for them on our site, whether that's via subscription for a little bit of a discount or a la carte with less commitment. Just keep in mind that customers who subscribe can utilize flexible account controls to postpone their orders, modify what products are included or cancel outright at any time. Don't hesitate to follow up on the email thread you had with our customer success lead if there's anything else we can lend a hand with, Leo.