poor customer service
Complaint
Deanna Pasternak
Country: United States
After purchasing my first box of ProActiv at a mall kiosk, I decided this was the right product for me. I have had light to moderate acne on an off throughout my adult life and this product worked for me. It might just be the "I have an expensive product so I better wash my face twice a day" but I don't care, I was really happy with it.
This lead me to decide to sign up for the delivery service on www.proactive.com. The sign up part is a breeze, pick what you want, put in your credit card info and before you know it you have a box at your door. As an added bonus the shipping cost to Hawaii was not even outrageous.
From my frequent online ordering experiences, a few months later when I decided to stop the service, I assumed it would be as easy as logging to the website and clicking a button to cancel. No such luck. I saw where you could change the frequency so I changed it from every 90 days to every 20 weeks until I found the screen that said "cancel." It had to be there somewhere, right?
Not able to find it on my own, I did a google search and this is where my heart sunk. This is a very common problem with ProActive. It's like the Hotel California. You can check out, but you can never really leave. So many people wrote that they found it nearly impossible to quit the service and some went as far as having new credit cards issue to them since the site does not allow you to remove a card once it is entered.
Determined to cancel my account, I found a link that said you must call them to cancel. Any site that allows you to sign up online should allow you the decency to cancel online as well. Waiting on hold for 15+ minutes to get a customer service representative for something that you can sign up for easily online is not acceptable.
I called and the woman who finally answered was trying really hard to get me to just prolong the delivery date. I can understand this, they don't want you to just never come back. I assured her I wanted to cancel and if I wanted to sign up again, I would do so online. She assured me verbally that I would not receive anymore product and I received a confirmation email the next day stating that I was indeed cancelled and stated that my account had a $0 balance.
Happy that I was able to do something that half the internet could not achieve, I soon forgot about ProActiv and several months went by. Until 3 days ago when a new box showed up at my door. WHAT? How did this happen I was told by email and verbally that I had cancelled.
The next day I called customer service and connected to an extremely rude customer service rep who told me that the order crossed with my cancellation, The product was processed a week after my cancellation and then delivered 2 months later? It doesn't make sense why this was not immediately cancelled. The credit card used was charged several days after the account was cancelled. The woman on the phone refused to acknowledge this and started yelling at me. FIrst blaming that I live in Hawaii (amazingly Amazon has no trouble canceling or shipping things to me) and then basically said "too bad." I knew that this conversation was not going to get my anywhere.
I do have the option to return the product less shipping, but I have little faith that my account would be credited the amount. I am still not convinced that in 90 days I won't get another box at my door so my solution is going to call my bank and have them deny all charges from the company.
I don't understand why such a great product has such a poor policy when you want to stop your service. I don't blame the woman who answered, I'm sure she is just following orders from the company so that they don't lose any customers. I am going to try to find another solution to my skin care, but if you choose to purchase this product I suggest using a pre-paid credit card or find a mall kiosk. Overall, a very disappointing experience.
This lead me to decide to sign up for the delivery service on www.proactive.com. The sign up part is a breeze, pick what you want, put in your credit card info and before you know it you have a box at your door. As an added bonus the shipping cost to Hawaii was not even outrageous.
From my frequent online ordering experiences, a few months later when I decided to stop the service, I assumed it would be as easy as logging to the website and clicking a button to cancel. No such luck. I saw where you could change the frequency so I changed it from every 90 days to every 20 weeks until I found the screen that said "cancel." It had to be there somewhere, right?
Not able to find it on my own, I did a google search and this is where my heart sunk. This is a very common problem with ProActive. It's like the Hotel California. You can check out, but you can never really leave. So many people wrote that they found it nearly impossible to quit the service and some went as far as having new credit cards issue to them since the site does not allow you to remove a card once it is entered.
Determined to cancel my account, I found a link that said you must call them to cancel. Any site that allows you to sign up online should allow you the decency to cancel online as well. Waiting on hold for 15+ minutes to get a customer service representative for something that you can sign up for easily online is not acceptable.
I called and the woman who finally answered was trying really hard to get me to just prolong the delivery date. I can understand this, they don't want you to just never come back. I assured her I wanted to cancel and if I wanted to sign up again, I would do so online. She assured me verbally that I would not receive anymore product and I received a confirmation email the next day stating that I was indeed cancelled and stated that my account had a $0 balance.
Happy that I was able to do something that half the internet could not achieve, I soon forgot about ProActiv and several months went by. Until 3 days ago when a new box showed up at my door. WHAT? How did this happen I was told by email and verbally that I had cancelled.
The next day I called customer service and connected to an extremely rude customer service rep who told me that the order crossed with my cancellation, The product was processed a week after my cancellation and then delivered 2 months later? It doesn't make sense why this was not immediately cancelled. The credit card used was charged several days after the account was cancelled. The woman on the phone refused to acknowledge this and started yelling at me. FIrst blaming that I live in Hawaii (amazingly Amazon has no trouble canceling or shipping things to me) and then basically said "too bad." I knew that this conversation was not going to get my anywhere.
I do have the option to return the product less shipping, but I have little faith that my account would be credited the amount. I am still not convinced that in 90 days I won't get another box at my door so my solution is going to call my bank and have them deny all charges from the company.
I don't understand why such a great product has such a poor policy when you want to stop your service. I don't blame the woman who answered, I'm sure she is just following orders from the company so that they don't lose any customers. I am going to try to find another solution to my skin care, but if you choose to purchase this product I suggest using a pre-paid credit card or find a mall kiosk. Overall, a very disappointing experience.
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