Geologie

Thanks for your feedback, John. We haven't been able to find any orders associated with your name in our system, so we've requested some additional customer details from you so that we might be able to speak to your experience a little more directly. To confirm, we package our eye creams in a 5 ml bottle intended to last 30+ days and a 10 ml bottle that typically lasts customers over 90 days when following its application instructions, splitting one pump of the eye cream between both undereyes. That's less than $1 a day for reduced wrinkles, dark circles and other signs of aging. Don't hesitate to respond to our request for additional customer details or reach out to our support team if you have any other questions or there's anything else we can help with.

Thanks for your review, Eric. Our team takes extra care to transparently communicate membership details with any customer who is purchasing with us on a recurring basis. In our diagnostic results we first outline how long our membership trial period lasts, its associated ongoing costs and how often customers will receive subscription orders upon completion of the trial. Customers typically answer our skin quiz to find a personalized regimen that fits their needs best before receiving their results and those membership details. Then, we explicitly call out on the checkout page in multiple places that purchasing a personalized trial order will lead to recurring orders, which customers can update from their account at any point during the course of their trial and longer term subscription. To be clear, customers must give explicit manual consent to these terms if they wish to take advantage of our heavy trial discounts, and purchase of a membership trial cannot be completed unless those terms are acknowledged and agreed to. And finally, in our order confirmation email we again outline the length of our trial period and prompt customers to manage their own subscription details from their account page, where they can postpone an order, adjust the products they’re receiving, or cancel outright. We are deeply committed to maintaining the highest quality and safety 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 when ordering from other online retailers 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 was happy to provide you with a credit on the purchase, and our skincare specialists are always happy to work with customers one-on-one to dial in their regimens to ensure their routines fit within budget. If you have any other questions, please don't hesitate to follow up on the email thread you have with our CS lead.

Sorry to hear that you feel that way, Dayla. Our customer success lead has been happy to work with you via email on a resolution the past few days, and is awaiting your response so that we can take next steps to ensure you're taken care of. We outline membership details in our diagnostic results; on our checkout page in multiple places, where we require explicit acknowledgment and consent to automatic refills from customers before a subscription trial can be purchased; and again in our order confirmation email after purchase. Membership details can be reviewed and updated at any time from the customer account portal, and our support team is also always happy to help answer any questions or lend a hand with adjustments needed along the way. We'll look forward to hearing back from you on our open email thread to see how else we might be able to lend a hand, Dayla.