Ashley
Worst experience, feel conned and robbed.
Similar to other reviews on here, I was unaware that I was entering into a subscription after paying for a trial. After 5 weeks I receive my trial, use it for 5 days and am then charged £140 for my first purchase. After contacting the support email within hours (3) of the charge, I was responded to a day after, where I was told that the shipment could not be held as it had left. I was told that even if I refuse delivery of the products, returning them unopened is still a contaminated product that cannot be returned to their stock. I was also told that the generic step by step products are tailored to me specifically and that this is another reason as to why they cannot be used for anyone else. Having looked into this it appears that the shipment was processed weeks after my first complaint asking for them to retain the shipment. After purging some of my frustration in the previous sentences, this still feels like the worst customer experience I have been a part of, even after having half of my payment returned.
Response from GeologieMar 21, 2023
Thanks for your review, Ashley, and sorry to hear about your experience. It sounds like our CSM did step in here to ensure you were taken care of, so please don't hesitate to follow up on that email thread if there's anything else we can assist with at this time. Your trial order did undergo some shipping delays which, in conjunction with your overseas shipping address, cut into your trial period with us. We always want our customers to have a full trial period to decide if they need to make any changes to their membership before proceeding with a full-sized order, so apologies that that did not happen here. Our team was happy to let you hang onto this latest full-sized order, on us, however. Apologies again for any inconvenience here, Ashley. We hope you enjoy the complimentary 90-day set, and let our CSM know if there's anything else we might be able to help with.