Frances S.
Lack of customer service
UPDATE:I finally heard from Customer Service; they cancelled my order and refunded me for the last shipment. The email they sent was apologetic and professional. So I'm changing my review to add a star. I really like their masks and they shipped quickly, so I started a monthly subscription/autoship. When I wanted to change that to every three months, I emailed them (you can't manage autoship online, and they tell you on their website that emailing will get the quickest response). I got no response and they continued to ship monthly and charge my account. So I emailed again (twice, two weeks apart) to request a cancellation of my subscription, again with no response, except an email telling me my monthly order had just shipped. I then called and the customer service rep was very understanding and responsive and apologetic and said she'd put through the cancellation and that I would receive an email confirmation. Three days passed, and nothing happened. My account was charged. So I sent another email requesting immediate response, and still no response. I don't like to write bad reviews, but if I stop payment on them it could hurt my credit. And they have drawn money that I need from my account for two months now. I explained this in my email to them. They offer subscriptions, but no way to manage them apart from emailing or calling, and that isn't effective, because they don't respond to emails. It's not clear if the customer service rep I spoke with is onsite or an external customer service agency. If they could either 1) allow customers to manage their own subscriptions or 2) respond to customer communication at all, it would be helpful. They could easily augment their website to allow subscription management or even just to give more guidance when someone does subscribe.