GeologieReviews of geologie.com

Response from GeologieMar 8, 2023

Hey Venus. Thanks for your review. Our support team has been happy to assist you by providing additional details on what happened here and work towards a resolution. We stopped receiving responses from you a few days ago, however, and are still happy to ensure you're taken care of if you'd like to follow back up on our active support thread. It looks like your original trial order from mid-January was returned to us due to an insufficient address issue, so your first full-size order processed as normal to the same address at the end of February. Our team communicated this and also happily offered to put replacements together for you upon address confirmation, but again, we unfortunately stopped receiving responses from you. We're more than happy to get you taken care of on our support thread, Venus, if you wouldn't mind following up there to confirm shipping address with us again.

Response from GeologieMar 2, 2023

Appreciate your review, Tom, and happy to address your concerns here. We offer our products either on a recurring basis through membership or as a one-time purchase, so customers never have to purchase on a subscription if they don't want to. Additionally, if any purchase is for a subscription that entails recurring orders, we communicate that information transparently in a few different places before, during and after purchase. And to be 100% clear, recurring orders are not set up for a customer unless they give explicit consent to receive them during checkout by manually marking a consent box. We are clear about our order cancellation and returns policies, too, with that information communicated during our skin type diagnostic, in our order confirmation email and accessible on our FAQ pages at any time. To keep our commitment to quality and uphold product safety requirements, we are unfortunately unable to accept returns of products after they've left our warehouse, but subscription preferences can always be updated from the account page in between orders if any changes need to be made prior to an order processing. Our support team is also always happy to help with any changes from our side. Let our team know if you have any other questions or if there's anything else we can help with.

Response from GeologieMar 2, 2023

Hey Ben! Thanks for your review. We requested some additional customer details from you via Trustpilot so that we could speak to your specific situation and ensure you're taken care of, but we unfortunately didn't get a response back. Happy to address your points here generally, and please don't hesitate to reach out to our support team at [email protected] if there's anything else we can still assist with regarding your experience. We did encounter longer than normal shipping delays following the holidays that we've since been able to address with upgraded shipping services and technologies that allow us to better monitor and identify trending shipping issues. Additionally, we've developed ongoing internal processes to utilize these technologies on a daily basis to ensure logistics and operations are running smoothly, even beyond periods of typically high volume like the holidays. Sorry to hear that your order was impacted, and we'll look forward to you receiving future orders much more quickly. We also do not charge customers for recurring orders if their associated subscription is canceled. It's possible that you did not complete subscription cancellation via the account page, as a confirmation email would have been received afterwards upon completion and a subsequent order would not have processed. Our team is also always happy to replace any items that arrive damaged. We do not accept returns of orders, so not quite sure what your reference to paying return shipping is in regard to. Keep us posted if you're able to provide those additional customer details so we can ensure our team has gotten you taken care of by now, Ben!

Response from GeologieFeb 16, 2023

Appreciate your review, John! It sounds like our support lead reached out to get you taken care of. He'll look forward to hearing back from you there if there's anything else we can help with. To confirm, explicit consent was given to receive recurring orders during purchase of your trial order with us, and our team communicated that information transparently before, during and after purchase of the trial. We also offer flexible account controls if any updates might be needed to membership preferences in between orders, and it unfortunately doesn't look like you canceled prior to your latest order processing or reached out to our support team for assistance if any help with account management was needed. Our team of skincare professionals can dial in a regimen or delivery schedule to make sure you're receiving what you want, when you want it, and we also have a robust series of FAQ walkthroughs on every subscription update one can make. We're always happy to work with our customers on a resolution and did so here. Again, don't hesitate to follow back up with our team lead if you have any additional questions or there's anything else we can assist with.

Response from GeologieFeb 16, 2023

Thanks for sharing, Patricia. Heavily discounted personalized trial orders do entail a membership that can be canceled or modified at any time in between orders, and we call that out in our advertising for them. If subscription's not for you and you'd prefer to order a la carte, we offer many pre-configured sets on our site as one-time purchases for full price. To be clear, too, we outline subscription details transparently in multiple places before, during and after purchase of any order that involves recurring purchases. Recurring purchases are also not generated for a customer unless they give explicit consent to receiving them. There is a zero percent change a subscription could have been initiated here without an opt-in for it. Our success lead followed up with you personally to resolve, and we're happy to keep the conversation going there, Patricia.

Response from GeologieFeb 13, 2023

Hey Scott. Thanks for sharing your feedback, and sorry to hear that you didn't have a better experience than we typically strive to provide. It sounds like our customer support team has indeed been in communication with you to ensure you're taken care of. We've made a number of logistical improvements over the past few weeks to ensure that we're able to deliver over 90% of our U.S. customers their orders within 3-4 business days. In addition to that, we're also now utilizing smarter technology to identify and quickly resolve potential delays or tracking issues in real time. Apologies for the delays you experienced, and we'll look forward to providing you with much faster turnaround times in the future. We'd love the opportunity for a second chance and would be happy to share a unique discount with you on a follow-up order. Just hit up our support team if we can make that happen for you.

Response from GeologieFeb 9, 2023

Thanks for sharing, Schuyler! Your trial order should last much longer than seven days. If for any reason it doesn't, don't hesitate to reach out to our support team to make sure our application guidelines make sense. A little goes a long way! Our team is also more than happy to help find a regimen that works for you and your budget. To confirm, it looks like you did not get started with a personalized regimen that usually comes with a solid first-time subscriber discount. If there's anything from your order you'd like to move forward with, our team can ensure you're receiving a nice lifetime discount to help you stay affordably consistent with your regimen. And happy to share that we’ve made logistical improvements over the past few weeks that have ensured we're able to ship all of our orders via an expedited service that’s delivering most packages in the US within 3-4 business days. Apologies for any shipping delays you experienced, and we'll look forward to providing you with much faster turnaround times in the future.

Response from GeologieFeb 13, 2023

Hey Solomon. Thanks for your review here. Our support team's been happy to help and we can clarify and address a few points you've raised here. Our records indicate that you skipped your first full-size order with us in October, effectively delaying it by its standard shipping frequency of three months, to mid-January. Your subscription with us was unfortunately not canceled until after the latest order had already begun processing and shipped. Our cancellation and return policies are communicated clearly in our diagnostic results, order confirmation emails and FAQ's. While we aren't able to cancel a regularly scheduled regimen order after it begins processing, our team is always happy to help customers move forward more affordably with their regimen if budget is a concern. Our support team has been communicative and did indeed confirm that your subscription with us is canceled moving forward, and you should have also received a separate confirmation email on that for your records. Let us know if you have any other questions about membership details or if there's anything else we can help with along the way!