Awful customer service
Awful customer service. It takes them several days to respond, if they respond at all, and they do not address the issue. I had an 8 week subscription and placed a one-off order since I am about to travel. I got an email three weeks later saying I had placed another order (their site says you will be emailed before any renewal order goes through, but the emails say "Confirmed: your renewal order"). I immediately contacted them to cancel the order and cancel the subscription, since I had not expected a $131 charge only three weeks after my last order! It took customer service a week to tell me I did not have an active order. I just received the box today and customer service has gone completely silent on me. Give them PLENTY of time in advance if you need to cancel, and heaven forfend you actually need anything from them. The skincare products are so-so. I have not noticed anything that makes me glad to have paid so much for customized regimen, but I was trusting the process and assuming time would help. Unfortunately my recent order's night cream has an absolutely vile smell and I have zero expectations they would even respond to a reformulation request within the 30 days, given my recent experiences, so that's money in the trash. Thanks PROVEN!