Geologie

Thanks for your feedback, Dustin. Our team strives to transparently communicate subscription, return and refund policy details with any customer who completes our skin quiz and moves forward with a purchase for recurring orders. If any of our messaging was unclear, our customer success lead reached out to you a few days ago to see if we can help with a resolution, and will look forward to hearing back from you. Customers don't have to move forward with the Complete Set once their skincare trial wraps up, and our team is always happy to lend a hand with dialing in exactly what products work best for a customer's skin and budget. We share ongoing pricing for our full-sized set in our skin quiz results before purchase, and it can also be double checked at any point by logging into your account portal with us. Keep us posted on how else we might be able to help.

Hey Karen. Thanks for your review. It looks like the email address you submitted through our contact form was invalid, so our team's initial responses were unable to get back to you. Once our team was able to determine your correct email address, we followed up and were able to resolve your issue. It sounds like the subscription your son generated also utilized an invalid email address for its account, which prevented access, update and receipt of our communications. Keep us posted if there's anything else we can help with after making these updates on your behalf and getting you squared away.

Thanks for your review, David, and sorry to hear that. One of our reps and a success lead attempted to work with you on your case, but we unfortunately didn't get any responses from you after your initial email. Our team is always happy to help customers one-on-one to ensure the products in their regimen work for their skin and budget, but we do need customer feedback and confirmation to dial things in. We communicate the length of the trial period throughout the purchasing journey, and encourage customers to update any membership preferences they might need from within their account or by reaching out to our support team prior to a new order. Once a new, regularly scheduled subscription order begins processing, we cannot make changes to it. Please don't hesitate to follow back up on your previous email thread with our team if there's anything else we can lend a hand with.

Hey Jacobo. Thanks for your review, and our team sincerely apologizes for the delay you experienced in receiving your order. Shipping internationally does increase transit times, and it sounds like the final mile carrier handling delivery unfortunately ran into issues with your building's security accepting and holding our original shipment. That led to our team processing a complimentary replacement for you. We hope that our team's follow-through and the successful delivery of the replacement order turned your experience around. Keep us posted on how things work out with your new routine, and don't hesitate to reach back out to our team if there's anything else we can lend a hand with moving forward.

Thanks for your review, Michael, and sorry to hear you feel that way. Happy to address your concerns and share some additional info to help clarify. To be clear, customers can make one-time purchases off our site or subscribe to products and personalized regimens on a recurring basis. If a customer decides to purchase a discounted, personalized skincare trial that entails a membership for recurring orders, we call this out in multiple places, including our diagnostic results, checkout and post-purchase emails. Customers cannot purchase subscription products unless they consent to our Refill Policy, which is outlined at checkout and requires customers to manually mark a box indicating that they have read and agree to these terms. We want our customers to purchase however suits them best and offer flexible account controls so that any subscribers can update their membership preferences directly or by reaching out to our support team for assistance. We outline ongoing costs for our personalized regimens in our diagnostic results, and our support team is always happy to work with customers to adjust the products they're receiving to fit their budget and skin's needs. Our customer success lead followed up with you directly via email last week and is looking forward to hearing back from you on how else we might be able to lend a hand.