Proactiv Company Reviews (%countItem)
Proactiv Company Rating
Address: 100 N Sepulveda Blvd #1400, El Segundo, California, United States, 90245-5602
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I returned product to Proactiv, they received it and are being difficult about refunding my money. At first they wouldn't and now say 4-6 weeks.
I cancelled my proactiv account and was given permission by the representative that I could return and be refunded for unused product. I returned one 3 piece set and 3 full size bottles of proactivMD adapalene gel that costs $36 each bottle. Proactiv sent me a bill for $90 so I called them. They confirmed that I had returned the product so I didn't owe anything. I asked what about the refund for 3 bottles of adapalene gel? I was given the run around about how they wouldn't refund me for those. He then said he saw the notation on the account so he would. Billing then gets involved and says I won't get a refund. I have been on hold for 45 mins, getting different answers from the same representative about the situation who at one point denied there were notes even after saying there were. Proactiv finally said they would return me $74 (where that number came from I don't know; 36x3=108) I asked if they could send me a check to which they said no that they would refund my card. Well my card isn't active anymore because of ID theft. They said they would refund the card (the one I just said didn't work) and if that wasn't able to process they would send a check in 4-6 weeks. They also said I should just call my bank. I'm not sure why. Anyway, I want them to issue me the correct refund of $108 now, not in 6 weeks, and send me a check. Thank you.
I want a refund of $108 by check sent immediately
Ms. ***
XXXXX ***
*** XXXXX-XXXX
Date: 02/24/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We regret any confusion regarding the price of individual Proactiv(r) products. While the retail price of the Adapalene Gel is $36.00, the member price for individual purchase is $27.95. The prices of individual items are discounted an additional amount if members customize products into their recurring shipments. Any refunds issued would be based on the amount you paid for each item.
Our records reflect you enrolled online for automatic shipments of Proactiv(r) on April 26, 2015.
On June 5, 2018 your fifteenth shipment, a 90-day supply, was sent for a total of $83.82 (included $8.97 s&h) to be billed in 3 installments over 28-day billing cycles. The first payment of $27.94 was charged at the time of shipping. The second and third payments of $27.94 each were charged on July 3 and July 31, 2018. To date we have no record of this shipment being returned for credit.
On December 30, 2018 we attempted to process your first installment for your sixteenth shipment in the amount of $34.98, but your charge card was declined by your financial institution. As your account had previously been in good standing, your account was updated to "Bill Me Later" status, allowing future shipments to be sent with billing statements to minimize any disruptions to your shipments.
On January 16, 2019, your sixteenth shipment, a 90-day supply, was sent and billed for a total of $90.86 (including $8.97 s&h and $7.04 WA Sales Tax).
On January 23, 2019, your sixteenth shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, and the product balance of $81.14 was cleared. Per the terms of the Guarantee, the $8.97 s&h and $0.75 s&h tax was not cleared. In addition, your account was cancelled.
On February 12, 2019, as a courtesy, the remaining balance of $9.72 was cleared for your sixteenth shipment and, while we have no record of its return, a refund, less s&h, of $83.82 was issued for your fifteenth shipment. This refund was issued back to the original method of payment and was accepted by your financial institution. To check on these refunds, please provide the following reference numbers to your financial institution:
ARN XXXXXXXXXXXXXXXXXXXXXXX - Refund of $27.94
ARN XXXXXXXXXXXXXXXXXXXXXXX - Refund of $27.94
ARN XXXXXXXXXXXXXXXXXXXXXXX - Refund of $18.97
As we have already gone above and beyond our 60-Day Money-Back Guarantee, we are unable to issue any additional refunds on your account.
Your Proactiv(r) account is closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
*** D.
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
Company did not provide the described product and refuses to issue a refund or deliver the product.
Twice during 2018, I purchased the 90-Day 3-step program and only received two of the steps. I called to complain as this seems like terrible business practice and quite frankly fraud. Most recently just over two months ago, they promised to send me the third item from both purchases and cancel my account. They canceled my account but never sent me the missing items. Now they are telling me that since my account has been closed for two months there is nothing they can do for me. I never received the items and I never received what I purchased.
I expect the company to refund me for the two purchases. I was not able to use the items I did receive as it wasn't a full program. As I didn't receive what I ordered, they should refund the cost of the items.
Ms. ***
***
***
*** XXXXX-XXXX
Date: 02/21/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect you enrolled online for automatic shipments of Proactiv(r) on January 23, 2018.
On July 9, 2018, per the terms of your agreement, your third shipment, a 90-day supply, was sent for a total of $68.82 (including $8.97 s&h) and was billed at the time of shipping. At that time, we were out of stock of the Repairing Treatment and the Pore Targeting Treatment was sent in its place. A letter was included in the shipment which explained the substitution.
On September 30, 2018, per the terms of your agreement, your fourth shipment, a 90-day supply, was sent for a total of $68.82 (including $8.97 s&h) and was billed at the time of shipping. At that time, we were out of stock of the Repairing Treatment and the Pore Targeting Treatment was sent in its place. A letter was again included in the shipment which explained the substitution.
On February 10, 2019, we received a request to send replacement Repairing Treatment.
On February 11 and February 21, 2019, complimentary Repairing Treatments were sent to you as a courtesy.
While we strive to assist with any issues that customers may have, we must be notified in a timely manner. As the shipments in question are over six months old, we are unable to issue any refunds on those shipments.
Your Proactiv(r) account is closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
***
Consumer Affairs
How in the world does this company have an A+ rating from Revdex.com???? It is the worst customer service and engages in fraudulent practices. Twice last year, I purchase the 90- Day 3-step program from them and both times they were not able to provide the third step. If I order and pay for a product called the 3-step program and you do not have one of the steps then tell me and offer me a refund. I've been battling with them over this ever since. It's unbelievable.
Dear Carrie,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
The shipments you received without your Step 3, were replaced with a different product due to a backorder issue. Once the issue was resolved, we sent out the correct Step 3 for you on 02/11/2019.
Your Proactiv�® account has been closed on your request. Nothing further will be shipped or billed to you unless you place any additional orders.
Should you have additional questions regarding this, please feel free to contact me directly.
Sincerely,
*** D.
Consumer Affairs
Thank you, ***. Your assessment isn't entirely correct. I placed two orders last year and both of them were missing Step 3. Replacing a 3 step program with a random third item without contacting the client is false advertising. Months ago I called the customer service line and was told that two of the Step 3s would be sent to me. That never happened. I called back after a couple of months and was told since it had been 60 days since canceling my account nothing could be done. I asked to talk to a supervisor as I had been promised replacement items and never received them. Ariel, the rude young customer service agent began to badger me and tell me the supervisor would tell me the same thing and he was basically too busy to talk to me. I told him I would hold on the line until the supervisor came on and Ariel said something to the effect of "oh you do this a lot then?" He proceeded to place me on hold and eventually disconnected me. I called back and I believe her name was Nancy started to tell me the same thing and then eventually told me she could send me one replacement item as a courtesy. Bottom line: you engage in fraudulent sales tactics, you have terrible customer service reps (online reviews indicate I'm not alone in this), and you do not honor your commitments ( I still have not received the step 3 as promised).
Thank you for your response and for clarifying.
We apologize if you were treated less than professionally by any member of our staff. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
As a gesture of goodwill and in an effort to fully resolve this matter for you, I have issued a replacement for 3 of the Repairing Treatments for you. Please allow 5-7 business days to receive.
Sincerely,
*** D.
Consumer Affairs
See Case XXXXXXXXX....first claim submitted. They are taking another $22.94 out of my account today! I do not owe this, abs have not authorized this!!! Proactiv is literally draining my checking account!!! Please help!!!
Other (requires explanation) I want my money back! And I want proactiv to delete this payment method and close my account
Ms. ***
XXXXX S
*** XXXXX-XXXX
Date: 02/17/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect you enrolled online for automatic shipments of Proactiv(r) on April 12, 2018. As our replenishment shipments are intended to last approximately 90 days, they are billed in three installment payments each. Our records indicate you had opted to have shipments sent early, which resulted in overlapping payments.
On October 9, 2018, your fifth shipment, a 90-day supply, was sent for a total of $59.85, to be billed in 3 installments over 28-day billing cycles. Your first installment of $22.94 was billed at the time of shipping. The second and third payments of $22.94 each were charged on November 6 and December 4, 2018.
On December 4, 2018, your sixth shipment, a 90-day supply, was sent for a total of $59.85, to be billed in 3 installments over 28-day billing cycles. Your first installment of $22.94 was billed at the time of shipping, leaving a remaining balance of $36.91.
Also on December 4, 2018, per your request, your account was cancelled.
On December 5, 2018, as a courtesy, a refund of $22.94 was issued for your sixth shipment, and the remaining balance of $36.91 was cleared.
Your Proactiv(r) account is closed, with no additional balance owed, and nothing further will be shipped or billed to you.
Sincerely,
***
Consumer Affairs
BILLED FOR PRODUCT AND PROGRAM THAT WAS CANCELLED AFTER 1ST SHIPMENT, THE NEXT PRODUCT WAS NEVER RECEIVED AND NOW THEY HAVE PUT THIS TO COLLECTIONS
The service was put on hold then cancelled before October 2018, after the 1st shipment of product arrived. They continued to bill me and now they have put this to a collection agency, and are attempting to put this black mark on my credit.
We never received anything after the initial program shipment, I put on hold the 2nd shipment, then cancelled the program, but they have billed me anyways.
Proactive needs to "credit" me for the billing, I want any negative impact on my credit removed, I want this marked as customer had cancelled, and was billed in error.
Ms. ***
XXXX XX***
*** XXXXX-XXXX
Date: 02/17/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect you enrolled online for automatic shipments of Proactiv(r) MD on April 12, 2018.
On May 8, 2018, per the terms of your agreement, your second shipment, a 90-day supply, was sent for a total of $68.82 (including $8.97 s&h) to be billed in 3 installments over 28-day billing cycles. Your first installment of $22.94 was billed at the time of shipping, leaving a remaining balance of $45.88. We regret if you never received this shipment.
On May 14, 2018, our records indicate you contacted us via Live Chat requesting to cancel your account; however, that you accepted an offer to postpone your next shipment until October 11, 2018 and for a complimentary free trial of our original 3-step program. Also, the billing for your second shipment was explained.
On June 5 and July 3, 2018, your 2 remaining installments of $22.94 each were billed.
On August 9, 2018, your financial institution reversed the second and third installments of $22.94 each for your second shipment. While these chargebacks created credits in your favor with your financial institution, they restored the amount of $45.88 due and payable to Proactiv(r).
On October 11, 2018, your account was cancelled with only two shipments having been sent.
As a gesture of goodwill and in an effort to fully resolve this matter, I have cleared the remaining balance of $45.88. Furthermore, North Shore Agency has been notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
Please be assured that your Proactiv(r) account is closed, with no balance owed, and nothing further will be shipped or billed.
Sincerely,
*** D.
Consumer Affairs
I have cancelled 3 times, keep getting shipments and keep getting charged. When I call about sending the product back and getting a refund, they expect me to pay shipping even though they are illegally charging my account.
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We apologize for any inconvenience and confusion surrounding your account. Due to a technical error, your account was not cancelled. On 1/28/2019, your account was successfully canceled, and a full refund was issued.
Your Proactiv account is now closed with no further balance owed. Nothing further will be shipped or billed.
Sincerely,
*** D.
Consumer Affairs
I finally received my refund and I appreciate it. But I don't feel it is due to a technical difficulty considering this has been happening every 3 months and I've spoken with numerous people who don't cancel it, some who don't put notes in about our conversations and then they all tell me I have to pay for shipping. Again, Thank you. I just believe it shouldn't have taken this for good customer service. My account should've been handled properly the first time I called in to cancel.
We apologize that your account was not canceled on your initial request. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward. Your account is now canceled with nothing further owed.
Thank you.
Sincerely,
*** D.
Consumer Affairs
I am not a customer of Proactive, nor have I EVER been. A few months ago a charge of $101.82 showed up on my US Bank Credit Card - a renewed credit card that I activated, but I had yet to USE. It was a FRAUDULENT charge.I contacted US Bank. They sent me the appropriate fraud filing documents, which were filled out and returned. They responded that I would not be responsible for the fraudulent charge.However, Proactive keeps sending me invoices, and threatens to turn the matter over to a collection agency. Via U.S. Mail, I have written TWO letters and enclosed them along with the invoices.By the way . . . I did a little research online, and I discovered that recently another woman had the SAME EXACT PROBLEM. She WAS contacted by collections, and went directly to the Revdex.com. The Revdex.com was successful in getting Proactive to end their payment demand (and frankly, harassment)I have been very frustrated over the lack of ability to speak directly to a Proactiv customer service rep; I also attempted to contact them via an online form, which was rejected. And they have obviously ignored the letter(s) I wrote. I would really appreciate your help!
Product_Or_Service: Proactiv
Other (requires explanation) I would like Proactiv to stop sending me invoices, and threatening to take action with a collection agency. This was a fraudulent charge. I should not have to pay for a product that I HAVE NEVER EVEN HEARD of.
Ms. ***
***
*** XXXXX-XXXX
Date: 01/31/19
Complaint ID: XXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control, and we apologize for any inconvenience this process may have caused.
We were able to locate one account with your provided information; however, this account has been active since 2017.
For us to be able to better assist you with this issue, please contact Account Specialist *** directly at X-XXX-XXX-XXXX between the hours of 12:30 pm to 9:00 pm EST, Monday through Friday.
Sincerely,
***
Consumer Affairs
On December 27rd I tried contacting the business to cancel my subscription. They have yet to conatact me back/27
Account_Number:
Other (requires explanation) I would like confirmation that my subscription is cancelled and that I will not be charged or shipped anything in the future.
Ms. ***
***
***, *** XXXXX-XXXX
Date: 01/31/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled online, for automatic shipments of Proactiv(r) on November 25, 2018. At that time, your initial shipment, a 30-day supply, was sent for a total of $20.94 (including $5.99 s&h) and was billed at the time of shipping to the credit card provided.
We regret we do not have record of a prior request to cancel your account; however, we have cancelled your account with no additional shipments having been sent.
Your Proactiv(r) account is closed, with no additional balance owed, and nothing further will be shipped or billed.
Sincerely,
*** D.
Consumer Affairs
My debit card was compromised & it was used ito purchased items from Proactiv. My bank opened a case & and it was closed in my favor. I spoke with a representative from Proactiv at XXX XXX XXXX & they stated the indidual who ordered & received their products had an address in Texas. I was told by this representative this fraudulent activity would be taken care of by their supervisor. Nothing has been done & Proactiv continues to bill me.
Product_Or_Service: Skin care
Order_Number: XXXXXXXX
Account_Number: XXXXXXX
Other (requires explanation) To have Proactiv write this order off as fraudulent activity & stop billing me.
Ms. ***
***
*** XXXXX-XXXX
Date: 01/22/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control. As we were not notified prior to the chargeback by your financial institution regarding the suspicious activity, the balance was added back to the account when the charge was reversed, and the billing continued. We apologize for any inconvenience this process may have caused.
On January 8, 2019, the Proactiv(r) account in your name was flagged as Suspicious Activity to ensure the account could not be reopened. At that time, all outstanding balances were cleared.
Please rest assured the Proactiv(r) account in your name is closed with a zero balance. Nothing additional will be shipped or billed. Furthermore, North Shore Agency has been notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
I cancelled my son's subscription to their products over the summer and was told I would receive no more shipments or be billed for anything else. I received another shipment from them in early November and when I called and told them they violated my request to stop services, I was told that I had only asked for the products to be postponed - this is a lie. Now I am stuck with a product I do not want and I am out $83.82. I would have called earlier, but I have a very busy schedule and just now found time to do this. I was told on the phone again today that I would receive no more product or be billed anymore, but I fear this will happen again.
Other (requires explanation) I want my money back. I can send the product back, it is still unopened in the box it was sent in. I also want no further contact from proactiv.
Ms. ***
***
*** XXXXX-XXXX
Date: 01/22/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled your son, ***, online for automatic shipments of Proactiv(r) on October 16, 2016.
Our records also indicate that on April 6, 2018, you spoke with us regarding cancellation of ***'s account, and instead, elected to postpone the next shipment to October 30, 2018. We regret if it was not your intent to postpone ***'s account.
On October 30, 2018, ***'s ninth shipment, a 90-day supply, was sent for a total of $83.82 (including $8.97 s&h) to be billed in 3 installments over 28-day billing cycles. The first payment of $27.94 was charged at the time of shipping. The remaining 2 payments of $27.94 each were charged on November 27 and December 25, 2018, respectively.
On January 10, 2019, per your telephone request, ***'s account was cancelled.
As a gesture of goodwill and in an effort to fully resolve this matter, I have issued a full refund of $83.82 for ***'s ninth shipment. Please allow 3 to 5 business days for these funds to post. I have also sent a prepaid return label via regular mail, to allow return of the package at no cost to you.
***'s Proactiv(r) account is closed, with no balance owed, and nothing further will be shipped or billed.
Sincerely,
***
Consumer Affairs
I bought Proactive last year and tried it for under two months. The product harmed my skin so much that Inhad to go to a dermatologist to correct the damage. I changed my mailing address so I wasn't getting any mail from proactive. Supposedly I owed them $98 and I tried to explain to them what happened. They were very kind and said they would get it taken care of on 48-72 hours. I called again today, 11/30 and they stated the supervisor decided not to clear this bill that is now in collections. After the experience I had, I didn't even use the product, it is still sitting in my bathroom cabinet. This needs to be reconciled.
Product_Or_Service: Proactive solution products
Other (requires explanation) I want this $98 waived off of my collections report, and to never be contacted by proactive ever again.
Date: 01/17/19
***
***
***
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled online for automatic shipments of ProactivMD(r) on November 18, 2017.
On December 13, 2017, we attempted to process your first payment for your second shipment in the amount of $32.94, but your charge card was declined by your financial institution. As your account had previously been in good standing, your method of payment was updated to "Bill Me Later" status, allowing future shipments to be sent with billing statements to minimize any disruptions to your shipments.
On December 18, 2017, per the terms of the agreement, your second shipment, a 90-day supply, was sent and invoiced for a total of $98.82 (including $8.97 s&h).
On January 2, 2018, the scheduled future ship date for your third shipment was changed to January 15, 2018 via customer online access, and on January 16, 2018, per the terms of the modification, your third shipment, a 90-day supply, was sent and invoiced for a total of $98.82 (including $8.97 s&h).
On February 21, 2018, your return was received back to our facility, at which time the product balance of $89.85 for your second shipment was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $8.97 (s&h) was not cleared.
On September 21, 2018, your account was placed in collections with North Shore Agency for the outstanding balance of $8.97 for your second shipment s&h.
On October 19, 2018, your account was placed in collections with North Shore Agency for the outstanding balance of $98.82 for your third shipment.
On November 28, 2018 we learned that you may have experienced a potential reaction with ProactivMD(r), as you stated.
On November 30, 2018, as a courtesy, your outstanding balance of $98.82 for your third shipment was cleared, and North Shore Agency has been notified to remove your account from collections.
On December 13, 2018, as an additional courtesy, your outstanding balance of $8.97 for your second shipment was cleared.
Your ProactivMD(r) account is closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely
Product not delivered as promised proceeded by horrible customer service.
I called last week to place an order on dec 14th with the company. the representative claimed since I bundled an additional product that I would get free expedited shipping and that I should receive product within 3 to 5 business days. When I called to confirm order status I was told they were not honoring the shipping and that they did not offer expedited shipping at all. When I spoke to the representative she was completely unable to answer or resolve any concerns so I spoke with a supervisor by the name of *** badge # ***, who repeatedly over talked me and did not listen to my concerns or resolve anything she lied about the company not offering expedited shipping to customers which was unacceptable considering they charge for expedited shipping. When I asked to speak with her manager she claimed the managers were not taking any calls and that I would get a call back later. Further more she never said she would address the issue with the representative from last week that placed my order under false promises. Absolutely horrible customer service and lies to obtain and order which is not being shipped on time as well as causing me to wait without funds for weeks on my credit card. When I called back to speak with badge #*** she claimed no supervisors were available.
full refund, review of order details, proper order cancellation for recurring charges to be cancelled as well
Mr. ***
***
Date: 1/1/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Mr.,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We apologize if you were treated less than professionally by any member of our staff. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
Our records reflect that you enrolled for automatic shipments of Proactiv(r) on Friday, December 14, 2018 with our free, standard shipping service of 3 to 5 business days as requested. Please be advised that business days does not include weekends or holidays.
On Monday, December 17, 2018, your initial order, a 90-day supply, was processed for a total of $89.85, to be billed in 3 installments over 28-day billing cycles. The first installment of $29.95 was billed at the time of shipping, leaving a remaining balance of $59.90.
On Wednesday, December 19, 2018, two business days after your order was placed, you contacted customer service upset that you had not yet received your shipment. At that time, a courtesy refund of $29.95 was issued for your order, and the remaining balance of $59.90 was cleared.
Your Proactiv(r) account is now closed with no further balance owed. Nothing further will be shipped or billed.
Sincerely,
*** D.
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
I am having trouble with the customer service. They are not helpful at all in answering any of my questions. They talk over you and do not listen. I wanted to buy a one time 30 day trial and instead they keep taking money out of my account, when I had no idea no emails, nothing on the website on my account stating that another order was being sent the only reason I knew is because it came up on my bank account. I tried canceling everything and they couldn't even give me a confirmation number that it was cancelled. I was told they couldn't give me my money back because the shipment was already processed and shipped yet I had no confirmation at all.
Proactiv charged my credit card account without my authorization.
On 2/22/18, I was notified by my credit card company of (2) questionable charges to my account - one in the amount of $52 from *** and one in the amount of $89.85 from TPC*Proactiv. That same day, I notified my credit card company that I did not authorize the charges. They cancelled my credit card and opened an investigation. In a letter of 3/21/18 from my credit card company (Capital One), I was told that my fraud investigation with them was resolved. However, I started receiving monthly invoices from Proactiv. Initially, I ignored the invoices but when they continued on for some time, I wrote letters to Proactiv on 7/10 and 10/6 indicating that the charges were not authorized. I received no response from Proactiv and continued to receive invoices from them. In November, I received an 11/19/18 letter from North Shore Agency indicating that Proactiv had turned the matter over to them for collection. Today, I wrote a letter to them and copied Proactiv again advising them that I did not place any order with Proactiv and that my credit card had been charged without my knowledge or authorization.
I would like Proactiv to cease all activity by them and/or their collection agency regarding this matter and ensure me that it will not affect my credit rating in any way.
Mr. ***
***
North Easton, MA XXXXX-XXXX
Date: 12/19/18
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Mr.,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control. As we were not notified prior to the chargeback by your financial institution regarding the suspicious activity, the balance was added back to the account when the charge was reversed, and the billing continued. We apologize for any inconvenience this process may have caused.
On December 12, 2018, the Proactiv(r) account in your name was flagged as Suspicious Activity to ensure the account could not be reopened. The outstanding balance has since been cleared.
Please rest assured that the Proactiv(r) account in your name is closed with a zero balance. Nothing additional will be shipped or billed. Furthermore, North Shore Agency has been notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you everyone for your efforts in resolving this matter.
What a nightmare company. I placed my order on Oct 19th, 2018. I was really excited as I have waited years to see if it really works. Well... my order never shipped out.. multiple talks with chat and phone calls. All different answers. The stuff is back ordered, its shipping out today, please wait another 7-10 business days, no it's not backordered, are you sure you were charged?, A supervisor will call you in 24-48 hours to resolve this. I never did hear from a supervisor but the one rep added a complimentary shipment that would ship out that day (it didnt). This morning woke up to a email my order had been canceled. I chatted with the online rep.. again she says its backordered. I said no that's not true I just got an email saying it was canceled. She said yes, after 7-10 days if the order has not shipped it canceles. After the 4th time a supervisor will call you. (WHAT?) so I called and automatically asked to speak to a supervisor. He said it's in our warehouse it will ship out in 24-48 hours (I've been hearing this for 10 days now.) I asked to cancel the entire thing since they clearly do not understand that when I purchase something I expect the product in the time frame they guarantee and I dont like doing business with a company that is this disorganized and clearly does not care about their customers. Holding my money and not sending the products that were ordered. Me and my mother have suffered from acne since we were teens and were really excited to review this product but this company is not a good company I dont care how well the products work. I'm fed up!
Today was the most frustrating call with Proactiv thus far. Supervisor William 5296 to be specific. For at least a year and a half of my membership I have had to call Proactiv every time my account was charged. I have been a customer for maybe about two years now. I decided to join Proactiv after completing I believe a 60-90 day trial, money back guaranteed, offer. I had the choice of continuing membership after the trial automatically if I did not call and cancel the subscription, which I decided to continue. My products are a 90 day supply (3-step treatment and 2 body bars) broken out into three payments between packages. As explained to me when I first signed up, after my trial the cost of my packages including S&H were set to a total of 52.82 USD, and confirmed by Proactiv to remain this way for as along as I am a customer. Since that time, I have not canceled membership and still have an active member status. Shortly after, Proactiv began trying to take a total of 67.82 USD through automatic payments. When I noticed this on my bank statements, I called the Customer Service center and the price was adjusted back to 52.82 USD. The Proactiv Rep assured this would not happen again only this has happened every single time since then when a new package is shipped. When I call, Proactiv tells me they have put the price back to 52.82 USD and fixed the issue moving forward. Proactiv has had to even refund my account on more than one occasion and/or apply the overcharged amount to my next shipment. Today I noticed I was overcharged for my 10/24/18 shipped package and called Proactiv again as I always have to. Only this time Proactiv refused to honor my set 52.82 USD cost and even proceeded to lie, stating I was called by a Proactiv Rep who informed me I only received a one time 15 USD off in March 2018. Proactiv has never called me since I have been a member, I have always had to call Proactiv. When I became irate demanding to hear the call myself, William 5296 magically did not have the recorded call for proof and said calls are not recorded. I even informed him what he was saying made no sense and would actually be impossible to be true, seeing as how I had been paying 52.82 USD prior to 2018. I demanded to speak to someone else who could be of more assistance with accurate information. William 5296 advised there was no one else for me to speak to and I would have to wait to be called during normal business hours by phone.
Proactiv needs to honor the 52.82 USD for the products I have been receiving since my membership began. False advertising is still illegal and blindly trying to increase the price of my products is not something I will accept.
Dear Patrice,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We apologize if you were treated less than professionally by any member of our staff. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
Our records indicate the price advised at the time of purchase would be three payments of $22.94 for a 3 piece kit. After further review, you were receiving a 4 piece kit that included the Cleansing Body Bar. We apologize for any confusion regarding the price of your subscription.
In an effort to fully resolve the matter, we have removed the Cleansing Body Bar from you shipment to include only the 3 steps. This made your kit the total price of $47.82 and three monthly installments of $15.94 each.
Please be advised, future shipments will reflect this price and we regret we are unable to reduce the price lower.
Should you have additional questions regarding this, please feel free to contact me directly.
Sincerely,
*** D.
Consumer Affairs
I tried several times to cancel my account. I did an online chat in August to cancel and I was told it was. I was still getting billed. I did another online chat today (October 25) and tried to cancel. I asked SEVERAL times to cancel and Marvin from the chat kept offering suggestions and wanted me to answer questions before he did it. I asked to cancel my upcoming shipments several times and he still didn't do it. I cancelled my card used and tried to remove my addresses. I'm angry and I can't believe I have my money to this company. I should have known better then I saw there was no way to cancel through the website.
Dear Sara,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We apologize if you were treated less than professionally by any member of our staff. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward. Your account has been canceled so nothing further will be shipped or billed to you. As a gesture of goodwill, your balances have been cleared.
Sincerely,
*** D.
Consumer Affairs
Thank you so much. I appreciate your attentiveness to this situation and the kind gesture.
I purchased a three month supply of product from Proactive over a year ago. A few months after my original purchase they sent me a bill for products I never ordered or received. I left multiple messages with their customer services department notifying them that I never ordered or received any products and I certainly wasn't paying for items I didn't receive or use. Proactive continued to send me bills for these items and has most recently sent me into collections for goods I never ordered or received.
Product_Or_Service: Skin Care
Other (requires explanation) Take my account out of collections and close out the remaining balance you have against me as I never ordered nor received any items from you after my original order placed over a year ago. You cannot charge people for goods they did not order or receive, it is called "unjust enrichment".
Ms. ***
***
East Haven, CT XXXXX-XXXX
Date: 10/28/18
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that your enrolled online for automatic shipments of Proactiv(r) on August 31, 2017. As part of the initial purchase, customers are enrolled in the Proactiv(r) member program and are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the order page of our website to the right of "Your Selected Products" prior to online checkout. Before customers are able to finalize their purchase, they must check a box that states they agree to the terms of the purchase, if left unchecked, the order will not be accepted. The products are also shipped with information reiterating the terms and benefits of membership.
On December 2, 2017, we attempted to process your payment for your second shipment in the amount of $131.82, but your charge card was declined by your financial institution. As your account had previously been in good standing, your account was updated to "Bill Me Later" status, allowing future shipments to be sent with billing statements to minimize any disruptions to your shipments.
On December 4, 2017, per the terms of the agreement, your second shipment, a 90-day supply, was sent for a total of $131.82 (including $11.97 s&h) with tracking records indicating delivery on December 9, 2017. Several invoices have been sent informing you of the remaining balance of $131.82.
On July 24, 2018, your account was cancelled.
On September 8, 2018, your account was placed in collections with Retrieval Masters Creditors Bureau (RMCB), for the outstanding balance of $131.82 for your second shipment.
However, as a gesture of goodwill and in an effort to fully resolve this matter, the account balance of $131.82 has been cleared. Furthermore, Retrieval Masters Creditors Bureau (RMCB) has been notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
Your Proactiv(r) account is closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response but I do want to reiterate that I never received a second shipment of products from Proactive in December as their response states.
I enjoy the Proactive product, but am constantly saddened by their business model. I had been purchasing their product through a 3rd party vendor due to an experience I had years ago where I was left feeling as though their business model was not transparent: Like many of the customers below, I was signed up for a repeat subscription - at a higher price - without my knowledge. However, I decided to try them out again recently, hoping their business practices had changed over the years. I signed up for their "starter kit". Online, the kit appeared to include the three larger bottles of proactive plus a gift for $29.99. That seemed reasonable, since I can purchase the generic brand of their product for $11 at this point. I was cautious as I made my purchase because, again, this is not my first time experiencing a lack of transparency with this company. It was not until after my order arrived (with several items that I had no idea I'd ordered) that I received an email letting me know that the $29.99 was actually the first of 3 installments I would be charged. In summary: Good product. Lack of transparency in pricing.
Dear Kristin,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
At the time of purchase customers are provided the option to either begin with the standard 30-Day Entry supply or a 90-Day supply. At the time of your initial purchase, the option to begin with a 90-Day supply was selected. We regret if it was not your intent select this option.
The remaining balance for your order has been cleared and nothing further will be shipped or billed to you unless you place any additional orders.
Sincerely,
*** D.
Consumer Affairs
I have repeatedly requested everything be canceled. Every time I get a different answer. Refunds never come. Just more bills. I am 66 years old and have no need you your products. Yet you insist I continue. You have asked for my patience in the cancellation proces. My patience has run out. This is not an isolated incident but seems to be happen whoever I speak with. I am hoping Visa will be able to stop you from charging my bill in the future since you continually fail to do anything. I don't want your products and I certainly don't want to be charged for them.
Dear Mr.
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We apologize if your cancellation requests were not processed as timely expected. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
As a gesture of goodwill, your last shipment has been refunded in full. Your Proactiv�® account is now closed with no further balance owed. Nothing further will be shipped or billed; unless you decide to place a new order.
Sincerely,
*** D.
Consumer Affairs