Geologie Avis 

Réponse de Geologie

Actualisé le 4 mars 2024

Hey Kat. Sorry to hear that you feel this way. Our support lead has reached out to you personally to see how we might be able to get you taken care of, and we're happy to provide some additional information and context regarding your experience in response here.

Our team takes subscription detail transparency very seriously and works to communicate the length of the trial period, the subscription's ongoing costs and subscription management options at several points along the purchasing journey. We first outline these key details in our diagnostic results, where customers are made aware of the trial period's length, the ongoing cost of the membership after the trial period ends, and trial cancellation and order return policies. We then reiterate much of this information on the checkout page, where customers must explicitly acknowledge and consent to these terms by manually marking a check box before making their purchase. If customers do not manually mark this checkbox, they may not proceed with purchase of their personalized subscription trial. We then rehash these details in our post-purchase order confirmation email and prompt customers to take advantage of flexible account controls to update any membership preferences they might need before moving forward with their first full-sized order before the end of the trial period.

Our team double checked our records and wa able to confirm that you received and opened an upcoming order email from us prior to the processing of your first full-sized order and unfortunately did not cancel your membership, make any needed adjustments, or reach out to our support team for assistance. We are deeply committed to maintaining the highest quality standards for our customers, and once our products have left our facility, in order to preserve the integrity of each item, we are unfortunately unable to accept a return of them. We understand that this policy might be different from what you're used to with other online orders and genuinely appreciate your understanding that, as a small personal care business, it’s crucial for us to prioritize our customers’ health and safety. Within our industry, returned goods must always be disposed of because the safety and efficacy of the products can no longer be ensured after they've left our possession. Our team is always happy to lend a hand with any needed regimen adjustments when given at least a business day or two's notice prior to an order processing.

Hope that additional info helps, and please don't hesitate to follow up with our success lead with any remaining questions.

Réponse de Geologie

Actualisé le 28 févr. 2024

Thanks for your review, Navid. Our team has been happy to help, and our support lead is awaiting a response to your open ticket to see how else we might be able to lend a hand.

To be clear, customers are not able to purchase a subscription trial set unless they give their explicit consent on our checkout page to receive recurring orders. In addition to the messaging on subscription details found throughout our diagnostic results, there is a checkbox next to clear and transparent language on our checkout page regarding ongoing membership terms that must be manually checked in order to proceed with purchase. Customers cannot purchase a personalized skincare trial that entails a membership for recurring orders without this manual consent and acknowledgment.

From there, our team then provides additional information on customer account management in our trial order confirmation email, and our flexible account controls allow for customers to make any updates they might need to regimen preferences directly from their account page on our website. Customers can update the products they're receiving, their next order date, or even cancel their subscription from the account portal. We also sent an upcoming order email your way a few days prior to your first full-sized regimen order with us, confirmed that you opened it multiple times, and unfortunately did not reach out to our support team for assistance or take any action at that time to cancel the membership before the full-sized regimen order began processing.

Our customers are always in the driver's seat, and we take care to ensure they receive all relevant information regarding how long our trials last, what ongoing pricing will be, and how they can update their preferences. Please don't hesitate to follow up on our open ticket if there's any additional information we can provide you with or anything else we can do for you.