GeologieReviews of geologie.com

Response from GeologieDec 22, 2022

Appreciate you sharing this feedback, Stephen. Our support staff and success manager have been happy to assist you and make sure you're on the best path forward towards clear, healthy skin. We're staffed with skincare experts who are always happy to lend a hand whenever issues arise with a regimen. Many folks encounter a transition period when adjusting to a new skincare routine that can include breakouts, dryness and irritation. This passes fairly quickly as your skin gets accustomed to the new active ingredients, and our team is equipped to provide application adjustment guidance or even recommend a potential formula swap if we have something on-hand that could be better suited for your skin's needs. We unfortunately were not contacted about any issues with your regimen until after your first full-size order with us began processing, and when we inquired further with a couple questions that would help us provide a solution, those were overlooked. All of our memberships are opt-in and require explicit consent from the customer, and preferences can be adjusted at any time from the account page if needed. We're also very clear about our cancellation and return policies and include those in our diagnostic results, in order confirmation email and they're accessible publicly in our FAQ's. Thanks again for sharing your feedback, Stephen, and please don't hesitate to respond to our CSM's follow-up so we can make sure you're taken care of.

Response from GeologieDec 21, 2022

Hey Kristen! Thanks for sharing. It sounds like our CSM reached out to you personally and was able to get you taken care of with an expedited replacement order. We were also able to confirm that your original order did indeed ship, has shown subsequent updates in transit and is set to arrive before Christmas, so we hope your husband enjoys the second free gift order on us!

Response from GeologieDec 23, 2022

Hey Kim! Thanks for your feedback here. Our CSM followed up a few times after your conversation with one of our reps but unfortunately hasn't gotten a response from you. We're happy to get you taken care of if you want to engage on that email thread. We've been seeing longer than normal transit times this holiday season due to the increase in package volume with our carriers, and share the frustration this brings to our customers and their experience. We hear you and sincerely appreciate your patience through the wait. It looks like you're a U.K. customer, too, and there have unfortunately been longer transit times for our international customers as well. Customers' order dates are typically postponed automatically based on the delivery scan of a package, but it sounds like that data may not have been communicated properly between our systems. Order dates can also be moved around manually from within the account whenever need be, as a failsafe. We never want our customers to get charged for something they're not ready for and are happy to lend a hand here. And yes, we do also offer subscription discounts for customers who are looking to stay consistent with their regimen but could use help fitting it into their budget. Appreciate your feedback on the cancellation process as well. We have shared some of these specifics to our development team to see if we can make improvements to the UX of our account portal. We are also in the process of switching our subscription management to a more flexible solution, as we are unfortunately very limited in the design and UX of our current system. Our CSM will look forward to hearing back from you if you care to keep the conversation going, Kim!

Response from GeologieDec 22, 2022

Thanks so much for sticking with us, Leslie, and glad to hear that your regimen's made such a positive impact. Keep it up, and don't hesitate to reach out to our support team if there's ever anything we can help with along the way.

Response from GeologieDec 22, 2022

Thanks for the review, Rachdi! All of our memberships are opt-in and require explicit consent from a customer in order for recurring purchases to occur. We communicate that information transparently before, during and after purchase of a trial order, including ongoing costs and when the next order date will be. Stopping usage of a membership order unfortunately does not also cancel the membership; that can be done at anytime from within the account. Our team has been responsive and just awaiting a reply from you to see how else we can ensure you're taken care of. They'll look forward to hearing back from you!

Response from GeologieDec 22, 2022

Glad to hear that, Damjan! Check out our new hair and body care, too, while you're at it ;)

Response from GeologieDec 13, 2022

Thanks for sharing about your experience, Sarah! We're happy to help. It looks like our customer success manager responded to your email the other day and is just waiting to hear back from you to see how we can walk you through this initial irritation. Many folks encounter a transition period when adjusting to a new skincare routine that can include breakouts, dryness and irritation. This passes fairly quickly as your skin gets accustomed to the new active ingredients, and our team is equipped to provide application adjustment guidance or even recommend a potential formula swap if we have something on-hand that could be better suited for your skin's needs. Always happy to send out what we call an "alternate regimen demo" of a trial-sized product at no cost if we think it can get you back on track. Don't hesitate to follow up with our CSM on the thread you have going so we can assist further here!

Response from GeologieDec 13, 2022

Thanks so much for saying that, Desmond, and glad to hear that the face wash has been doing work for you! Give us a shout if you ever need assistance from our support team or want to try out any of our latest product additions, like our vitamin c+e ferulic serum or our new body and haircare items. We'd be happy to get you set up with any of those items at a discount.