GeologieReviews of geologie.com

Response from GeologieSep 3, 2023

Thanks for your review, Brian, and sorry to hear you feel that way. We offer all sorts of combinations of product in our regimens and provide customers complete flexibility from their accounts to modify whatever they choose to receive in their membership. Likewise, our team is always happy to lend a hand with personalized discounts to make sure our customers can move forward affordably with whatever works best for them and their skin. To be clear, we do offer purchases as either a subscription for recurring orders to those who'd like to benefit from receiving their orders on a set schedule at a lower price or as a one-time purchase. If customers who enroll in a discounted trial membership with us prefer to end recurring orders, they can do so at anytime from the account page at no additional cost after our minimum 21-day trial period (or at anytime during the trial prior to this by agreeing to pay full price for the trial). Hope that info helps, and don't hesitate to reach back out if we can help with anything else along the way.

Response from GeologieAug 4, 2023

Thanks for your review, Shannon. It sounds like our customer success manager got you taken care of, but we're happy to address your concerns more generally and publicly. To start, our team communicates subscription details transparently in many places before, during and after checkout of any order that entails a membership for recurring orders. We outline how our subscriptions work, their ongoing pricing, and what your estimated processing date would be for the first full-size set after trial in our diagnostic results; we require explicit consent be given by customers to enroll in a membership at checkout before a subscription is generated; and we also provide additional info on policies and account management in our trial order confirmation email, where customers can also opt into receiving upcoming order notifications. Our team reviewed our account logs and email communications and we unfortunately have no record of you logging into your account with us and canceling your subscription prior to this first full-sized order processing. If you had completed cancellation via our cancellation flow, you would have received a confirmation email at that time for your records and fallen into our lapsed customer email segment, leading to additional follow-up outreach regarding your cancellation and how our team might be able to assist. As mentioned, we do also offer upcoming order notifications as an opt-in, accessible by customers in two emails post-purchase. We have many customers who choose to "set it and forget it," but know how important it can be for some customers to keep up with account management. We do not see that you opted into those communications with us. Our team is always happy to work with customers one-on-one to ensure that their regimen fits their skin's and budget's needs, and we never want pricing to be a barrier to skin health. Likewise, we can certainly empathize with being out of work and were happy to let you simply hang onto this latest order, on us. While we understand your frustration and appreciate you sharing other reviews with us, we'd encourage you to look at the many other positive reviews we've accumulated that far outweigh the negative. One of the unfortunate inevitabilities of being a largely subscription-based business is that customers simply forget about their membership and do not update their preferences, even when our team provides clear and transparent communication and flexible account controls. We want all of our customers to be in the driver's seat when it comes to managing their orders with us and are always working to further improve the experience where possible. Apologies again for the inconvenience, Shannon, and don't hesitate to follow back up with us if you have any other questions or concerns, or if there's anything else our team can assist with along the way.

Response from GeologieJul 18, 2023

Thanks for sharing, Allen! Happy to help here. It looks like you recently had a full-sized order process with us that we weren't able to cancel. We offer customers flexible account management options and our support team is always happy to help adjust any preferences you might need ahead of a new order with advance notice. Unfortunately we're not able to cancel regularly scheduled regimen orders after they're charged for and process, as our team preps all member orders in advance to ensure same-day delivery. In regard to pricing, we can customize our regimens to include any of the products we carry, and we're always happy to work one on one with customers to ensure they're receiving what works best for their skin on any budget. Our team provided you with a heavy discount for ongoing offers and it was refused. There are a number of reasons why we offer 30-day trials, but one of them is because 3-4 weeks is really the minimum amount of time needed to adjust to a new regimen. If things go well with your full-sized set and you see improved results, we'd be happy to help you get back on board with that previously offered discount. Take care, and don't hesitate to reach back out to our team if we can help with anything else along the way.

Response from GeologieJul 13, 2023

Thanks for sharing, Chelsie, and sorry to hear that. Our team unfortunately never heard from you during the trial period, otherwise we would have been more than happy to help you through any irritation with tips on application adjustment, additional blog resources or even a potential formula swap. One of our support leads reached out directly to see how we can still help and is awaiting your response. It's not uncommon for folks to go through what dermatologists call a "transition period" while your skin is adjusting to the new active ingredients in a skincare routine. Retinol is oftentimes the biggest culprit and can lead to new breakouts, dryness, redness and/or irritation in this time. The good news is that these downsides pass quickly as you ramp up to nightly application of our retinol moisturizer and your skin becomes more acclimated to the formulas. We advise starting off with the night cream every OTHER night for this reason, and if you're still experiencing any of the above adverse reactions around two or three weeks of use, it's okay to slow down and scale back to applying the night cream every other night again instead of every night. Please feel free to check out the blog posts we have on our site regarding retinol and more specifically this transition period, and our support team is more than happy to assist further if you'd like to follow up on our email.

Response from GeologieJun 7, 2023

Sounds sinister, Jean-Luc! We actually take a much more transparent approach and communicate subscription details in a few different places along the purchasing journey, including before purchase in our skin type diagnostic results; at checkout, where explicit consent needs to be given for recurring orders before any subscription is generated; and again after purchase via order confirmation email. Customers never have to move forward with a subscription if it's not for them, as we give folks complete control of their membership preferences through their account page and also offer all our products for sale as one-time purchases without commitment. If at any point customers need to manage their next order date, the products included in their regimen or cancel the subscription itself, that can all be taken care of directly within the account. Our support team is also happy to lend a hand at every step of the way if formulas need to be adjusted or we can help find a better routine to fit a personal budget. We're unfortunately not able to cancel a regularly scheduled regimen order once it begins processing, as all member orders are prepared in advance to ensure the perk of same-day shipping. If changes are needed, those can again be made at any point during the trial window from within the account or by reaching out to our support team with notice prior to an order date. Our formulas are scientifically proven, dermatologist tested and award winning, and we can always work with customers to get as close to a drug store budget as possible. We'd be happy to provide a one-on-one consultation and a personalized discount if you're up for giving a Geologie regimen another shot -- just hit us up! Whatever you do, we'd strongly advise against putting charcoal or snakes on your face, though.

Response from GeologieJun 6, 2023

Hey Stevan. Thanks for sharing, and sorry to hear about your experience. Our support team is always happy to lend a hand with any issues that arise, so we'd encourage you to follow up on the last few emails our CSM sent your way if there's anything we can continue to lend a hand with. First and foremost, our team communicates subscription details transparently before, during and after any purchase that entails a membership for recurring orders. We communicate ongoing pricing for larger sets after the introductory trial wraps up, as well as an estimated order date for that, at the end of our hair and skin diagnostics. Additionally, our customers are always in the driver's seat and can double check and manually update any membership preferences they might need in between orders, like postponing an order date, adjusting product or canceling outright if they'd prefer to order a la carte or decide against the subscription. To be clear, we do not send customers follow-up orders unless they give explicit consent to receive them during checkout of their trial order. Our return and refund policies are available publicly on our FAQ pages, and we also take measures to communicate those before purchase in our diagnostic and after purchase in our order confirmation email. Our regularly scheduled regimen orders are prepared in advance for members to ensure same-day shipping, so we ask for at least a business day's notice, if not two, for any requested changes to be made to an order prior to processing. It looks like your trial order with us also shipped same-day and arrived within five business days. We're always happy to help folks dial in their regimen and never want pricing to be a barrier to great skin health either. Our support team can customize a regimen to fit each individual customer's needs and budget, and customers don't have to move forward with all of the products included in the complete starter regimen. We're infinitely flexible here -- just ask :) Apologies for any inconvenience, Stevan, and thanks again for sharing this feedback. We'll look to improve where we can and are happy to assist further if need be.

Response from GeologieMay 25, 2023

Hey Kyle! Thanks for the review, and sorry to hear about your experience. Happy to address some of your points here. It's not uncommon for folks to experience an adverse reaction when getting acclimated to a new skincare routine. Some redness, dryness or minor breakouts can occur during the first 30 days of use -- what our head dermatologist refers to as the "transition period" -- because your skin is being exposed to many new active ingredients. This does pass, and our support team is always happy to help provide a recommendation on how best to move forward if this happens. Simply taking a few nights off of the retinol and reintroducing it into your routine more gradually helps in many cases, but our skincare experts can also get you set up with alternate formulas if there's potentially a better product suited for your skin. Our team was not contacted or made aware at any point of these irritation or account issues prior to your first full-sized subscription order processing, however. Again, we're always happy to lend a hand when asked with notice, but we cannot cancel a regularly scheduled order after it's charged for and begins processing. We outline subscription details during our skin type diagnostic, at checkout for any order that entails a membership, and again in our order confirmation email that shares additional info on account management and our return and refund policies. It looks like our team is actively working with you on a resolution, is providing personalized help, and is awaiting a response to their email currently. Don't hesitate to keep the conversation going there and we can get you taken care of.