GeologieReviews of geologie.com

Response from GeologieFeb 28, 2024

Thanks for your review, Navid. Our team has been happy to help, and our support lead is awaiting a response to your open ticket to see how else we might be able to lend a hand. To be clear, customers are not able to purchase a subscription trial set unless they give their explicit consent on our checkout page to receive recurring orders. In addition to the messaging on subscription details found throughout our diagnostic results, there is a checkbox next to clear and transparent language on our checkout page regarding ongoing membership terms that must be manually checked in order to proceed with purchase. Customers cannot purchase a personalized skincare trial that entails a membership for recurring orders without this manual consent and acknowledgment. From there, our team then provides additional information on customer account management in our trial order confirmation email, and our flexible account controls allow for customers to make any updates they might need to regimen preferences directly from their account page on our website. Customers can update the products they're receiving, their next order date, or even cancel their subscription from the account portal. We also sent an upcoming order email your way a few days prior to your first full-sized regimen order with us, confirmed that you opened it multiple times, and unfortunately did not reach out to our support team for assistance or take any action at that time to cancel the membership before the full-sized regimen order began processing. Our customers are always in the driver's seat, and we take care to ensure they receive all relevant information regarding how long our trials last, what ongoing pricing will be, and how they can update their preferences. Please don't hesitate to follow up on our open ticket if there's any additional information we can provide you with or anything else we can do for you.

Response from GeologieFeb 22, 2024

Thanks for your review, Doug. 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 most recent second full-sized order with us and unfortunately did not take action to cancel or modify your subscription regimen prior to its processing. 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.

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.

Response from GeologieJan 29, 2024

Thanks for your review, Jason, and sorry for any confusion regarding your membership. It looks like our customer support team and success lead were able to address your concerns and resolve your issue, though we haven't heard back from you over the past week. Don't hesitate to follow back up with us if you have any other questions or there's anything else we can help with. We were able to confirm that you placed two one-time purchase orders with us last Spring before you returned to the site to take our Custom Control Haircare diagnostic this past October. Our heavily discounted and personalized regimens, both for skin and hair care, entail a membership for recurring purchases that our team transparently communicates throughout the purchasing journey, before, during and after checkout. We detail how long any introductory trial period may last, how frequently new orders will refill after that, and share ongoing pricing in both our diagnostic results and at checkout prior to clicking "Pay Now". We then prompt for subscription management and share additional policy info in our confirmation emails. We're sorry to hear that those communications were not more clear during your purchase, and that you were not able to log into your account with us after your order processed to review your membership preferences and make any updates you might have needed. Our support team can always lend a hand with making adjustments to membership preferences when given advanced notice ahead of a new order processing, and clearing one's browser cache or utilizing an incognito window is always a great immediate workaround for any potential site hiccups. Our team was happy to make a policy exception for you and refund this latest order in full, so we hope you're able to still get good use out of your most recent order, on us. Your membership has been canceled moving forward to prevent further recurring orders, and we hope you consider giving us another chance in the future if a la carte ordering is your preferred way of purchasing.

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.