Proactiv Company Reviews (%countItem)
Proactiv Company Rating
Address: 100 N Sepulveda Blvd #1400, El Segundo, California, United States, 90245-5602
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I am currently on the phone trying to get a refund from Proactive. I canceled my membership on 5/19 and since then I've received TWO shipments and have been charged. The agent said she would reimburse my charges but NOT the shipping and handling. As we spoke on the phone I read her reviews that are recent with other customers experiencing the same things. This is fraud and I am insisting on a FULL refund. This product irritated my daughter's skin, I told them to CANCEL my subscription and any reputable company would say okay. ON TOP OF that every company offers labels via email or even on their website. They are using tactics to stall everything and are telling me they will ship out a label that will take 7 - 10 days for me to get a label.
Dear Ms.
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We regret to learn that your daughter may have experienced a potential reaction with Proactiv�®, as you have stated. A Customer Specialist attempted to contact you to discuss her experience on May 19, 2020, but was unable to reach you; however, a voicemail was left with a phone number to return our call.
Our records indicate that you originally ordered Proactiv�® on April 17, 2020 and we did not receive a request to cancel until May 19, 2020, over 30 days after your initial order. In that time, your first replenishment shipment, a 90-day supply, was sent as scheduled, to be billed in three installments. The first two of these installments billed as scheduled.
On June 8, 2020, as a courtesy, a full refund was issued for your second shipment and the remaining balance was cleared.
Your Proactiv�® account is closed with a zero balance. Nothing further will be shipped or billed.
Sincerely,
*** D.
Consumer Affairs
I want to thank this business for responding to my complaint. I want to update my review to reflect that Proactiv remedied the situation.
I canceled my subscription about a year ago. They kept renewing my subscription regardless, and even when I received a new credit card number, they somehow obtained that information to keep charging me when I don't want or use the products (the products are all wrapped in original wrapping and ready for return, but proactiv refuses to cancel my subscription and go behind my back without authorization to use any new credit cards, even if I didn't authorize the use. I don't want these products. I don't use these products. PLEASE stop sending them to me and STOP billing me for garbage that I DO NOT WANT.
Dear Ms.
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records indicate that you initially opened your account in May 2013. We regret we have no record of any contact on your account between July 2017 and June 8, 2020, at which time we received your request by email to cancel your account, and it was promptly cancelled.
Proactiv�® is unable to gain a customer's new charge card information without it being provided by the customer's financial institution. It is not uncommon for financial institutions to provide a new charge card to merchants with which a customer already has recurring payments to reduce the impact a customer has when they receive a new charge card.
Our records further indicate that your financial institution reversed the payment for your most recent shipment. However, as a gesture of goodwill, we have cleared the outstanding balance for this shipment. Please consider any invoices received after the day of this response as having crossed in the mail.
Your Proactiv�® account is closed with a zero balance. Nothing further will be shipped or billed.
Sincerely,
*** D.
Consumer Affairs
This company has opened multiple reoccurring billing accounts that I have not authorized.
I opened up a proactiv account on 11/20/19. Another subscription was opened under my same name and billing address on 11/25/19 without my knowledge or consent. Proactiv was charging my credit card for one subscription
and billing me directly for a second. I was paying the direct bills by check and also incurring credit card charges. I have been over charged $131.76 for which I am entitled to a refund. I have also asked for my account to be closed and for no additional charges to be made to my card. When attempting to resolve the issue I was on the phone with proactiv for almost 2 hours. I spoke first with a representative who hung up on me when I asked for my account to be closed. I Then called back and spoke with a woman named *** who was the first representative to disclose to me the existence of multiple subscriptions. I was then routed to a supervisor employee *** who told me he would need to put me in touch with a customer service representative. After holding for a customer service representative
for 40 minutes I was told there was no customer service
representative available to assist.
I will like my account to be closed, my credit card removed from their system and a refund of $131.76 for over billing/unauthorized charges.
Date: 06/21/20
Complaint ID: ***
Account Number: ***
File Number: ***
Dear Mr.,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We have been able to locate two Proactiv(r) accounts in your name with your provided information which were opened in November 2019. The following is a brief history of each account and any actions taken on your behalf.
***-*** Account History:
Our records reflect that you enrolled online for automatic shipments of Proactiv(r) on November 12, 2019.
On November 13, 2019, your first shipment, a 30-day introductory supply, was sent and charged in full $16.01 at the time of shipping.
On December 5, 2019, your second shipment, a 90-day supply, was sent for a total of $105.89 (included $8.97 s&h plus $7.07 CO sales tax) to be billed in 3 installments over 28-day billing cycles. The first payment of $40.01 was charged at the time of shipping. The second and third payments of $32.94 each were charged on January 2 and January 30, 2020.
On February 26, 2020, your third shipment, a 90-day supply, was sent for a total of $105.89 (included $8.97 s&h plus $7.07 CO sales tax) to be billed in 3 installments over 28-day billing cycles. The first payment of $40.01 was charged at the time of shipping. The second and third payments of $32.94 each were charged on March 25 and April 22, 2020.
***-*** Account History:
Our records reflect that you enrolled online for automatic shipments of Proactiv(r) on November 25, 2019.
On November 26, 2019, your first shipment, a 30-day introductory supply, was sent and charged in full $16.01 at the time of shipping.
On December 19, 2019, your second shipment, a 90-day supply, was sent for a total of $105.89 (included $8.97 s&h plus $7.07 CO sales tax) to be billed in 3 installments over 28-day billing cycles. The first payment of $40.01 was charged at the time of shipping, leaving a remaining balance of $65.88.
On January 16, 2020, we attempted to process your second payment of $32.94 for your second shipment, but your charge card was declined by your financial institution.
On April 6, 2020, we received your payment by mail in the amount of $65.88, paying your second shipment in full.
On April 8, 2020, your third shipment, a 90-day supply, was sent and invoiced for a total of $105.89 for which payment has never been received.
On May 19, 2020, per your request, both of your accounts were cancelled. At that time, the outstanding balance of $105.89 for the third shipment on account ***-*** was cleared.
Your Proactiv(r) accounts are closed with a zero balance. Nothing further will be shipped or billed.
Sincerely,
***
Consumer Affairs
I canceled my account and canceled the credit card associated with the account yet they kept sending product and started billing me for it
After canceling my account and canceling the credit card associated with it they kept sending product and started billing me for it. Now they sent it to a collection agency. Account XXXXXXXX
Stop billing and trying to collect for product never ordered.
Mr. ***
# 4
***
***, *** XXXXX-XXXX
Date: 06/15/20
Complaint ID: XXXXXX
Account Number: XXXXXXXX
File Number: XXXXXXXXXA
Dear Mr.,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled online for automatic shipments of Proactiv(r) on April 19, 2019. We also have record that on May 12, 2019, you requested to cancel your account; however, due to a technical issue your cancellation did not process. We regret any inconvenience that this may have caused.
On August 15, 2019, your third shipment, a 90-day supply, was sent and invoiced for a total of *** for which payment has never been received.
In an effort to resolve this matter, we have removed the outstanding balance of *** for your third shipment. In addition, North Shore Agency has been advised to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
Your Proactiv(r) account is close with a zero balance. Nothing further will be shipped or billed.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
Proactive is taking advantage of people. I have called 3 times now to cancel my account. Each time, I am still charged for more product. I had to pay to return the last shipment and just received another charge to my credit card. This has to stop. Its illegal and bordering on harassment.
Dear Cadie,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We apologize if you were treated less than professionally by any member of our staff and had any issues in contacting us for assistance. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
Additionally, nothing further will be shipped or billed to you unless you place any additional orders.
Should you have additional questions regarding this, please feel free to contact me directly.
Sincerely,
*** D.
Consumer Affairs
It should not take 5 times telling Proactiv that you want to cancel. This business practice is unethical. Here is a transcript of my chat experience. I had emailed twice with no response prior to chatting.
System : Thank you for contacting Proactiv Customer Care. You will be able to begin typing as soon as an agent enters the chat session. Please wait just a moment.11:19
System : Hello *** thank you for waiting. Our associate Maria C has arrived to assist you.11:19
*** : I would like to cancel my membership11:19
Maria C : I understand that you wanted to cancel your membership. I can assist you with that.11:19
Maria C : While I am pulling up your account, if I may ask how was your experience with using Proactiv?11:19
*** : The experience was great as far as everything except the ability to cancel on my own.11:20
Maria C : Glad to hear that our product works for you and It is important to use Proactiv on a consistent basis to achieve and maintain results. May I know the reason why you want to cancel your account?11:20
*** : It is not working even when using on a consistent basis. I believe my problem is genetic.11:21
Maria C : How long you've been using the Adapalene Gel?11:23
*** : I just want to cancel.11:23
Maria C : I'm really sorry that the product did not work as expected, but one of the great benefits of your membership is the ability to customize your next kit. To deal with that stubborn acne and acute acne flare-ups, I would recommend our Proactiv Extra Strength solution. It has a higher concentration of Benzoyl Peroxide an acne fighting ingredient, penetrates pores to keep skin clearer, smoother and blemish free, which is prescribed by dermatologist and it has a lot of positive feedback.11:27
*** : I still would like to cancel. Thank you.11:27
Maria C : I would like to let you know that what you are experiencing is normal. Proactiv works by drawing out impurities in your skin. In order for the impurities to leave your skin, they must first come up to the surface. This what you are seeing right now. I would advise to continue using Proactiv. It can take up to 12 weeks, but some people start seeing results in as little as 2 weeks.11:29
*** : And I would like to let you know I want to cancel.11:29
Maria C : I totally respect your decision. The cancellation has been processed and you will receive an email confirmation within 24-48 hours. Please do check your junk or spam emails if it is not in your inbox.11:30
*** : Thank you.11:30
Maria C : But since there is upcoming shipment was shipped we can no longer stop it , if you wish to return it you can always return it.11:30
Maria C : You are most welcome.11:30
Maria C : Thank you for visiting Proactiv.com. Feel free to chat with us again, or call Customer Service at *** .11:30
*** : I will return it.11:30
Maria C : Stay safe.11:30
*** : You too.11:31
Dear Dennis,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We apologize if you were treated less than professionally by any member of our staff. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
Rest assured, nothing further will be shipped or billed to you unless you place any additional orders.
Should you have additional questions regarding this, please feel free to contact me directly.
Sincerely,
*** D.
Consumer Affairs
Hello! I have received a strange invoice for *** from the company I have provided above. I have not ordered any product from this company or I have never heard of this company before. I called the customer service to assit me with to talk to the management and resolve this invoice issue but according to the customer service all agents were busy at the time I was on the phone and unable to connect with anyone. This is like a scam and I do not want my name and address forwarded to the collection department for the product that I don't even know nor I ordered. Your immediate assistance in this matter is greatly appreciated.
***
Product_Or_Service: not purchased
Order_Number: XXXXXXXX
Account_Number: XXXXXXX
No further contact by the busi Since I have not ordered this product I am not responsible for the amount that the company is charging me . They need to investigate whoever ordered this product and solve this issue rather than sending the invoice to the people doesn't even belongs to.
Mr. ***
***
*** XXXXX-XXXX
Date: 05/10/20
Complaint ID: XXXXXX
File Number: XXXXXXXXXA
Dear Mr.,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control.
If you feel that your credit card has been compromised, please contact your credit card company for further action.
To insure that we have a comprehensive record of this matter, a Customer Specialist will be contacting you within the next few business days. You may also contact Account Specialist *** directly at X-XXX-XXX-XXXX, 1:00pm to 9:00pm EST Monday - Friday.
Sincerely,
***
Consumer Affairs
Proactive states in the first shipment would cost $39.95 in 3 convient easy payments, totaling $119.85. Here now my bank statement was charged for a first shipment $45.14, I understand. But the kicker is 4 weeks after my bank statement shows a payment for $63.86!? How does that work out for a 2nd shipment? Anyone know what is really going on. I am going to close my bank account and they cant rob me ever again. Before I do that I am waiting on the parcel I paid for to be delivered. The reviews here are not so good, so Im thinking they didn't even shipped anything....
Dear Mr.
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records indicate that your second shipment was sent at a product price of $119.85 plus $17.97 s&h and $17.92 tax for a total cost of $155.74. While this amount is split into three installments, all taxes are charged on the first install, making the installments for your second shipment $63.86, $45.94 and $45.94.
Your Proactiv�® account is still currently active. If you wish to make any changes to your account, please contact customer service at XXX-XXX-XXXX or by email at ***@proactiv.com.
Sincerely,
*** D.
Consumer Affairs
This company has turned to straight up fraud!
the requested to bill me for 3 months supply - I denied it
the continues to send threatening emails - all the way up to their latest threat - sending me to collections:
Your account is ready to be placed with a collection agency. This action is being taken since you have failed to provide payment on your Proactiv® account. Please pay $101.82 immediately otherwise we will be forced to proceed with collections efforts.
when you login to your account on their web site they make it look like they shipped and delivered the 1st of 3 shipments - but it is a lie. if you 'track shipment' it will show you a delivery date in the future! they never shipped anything!
This is blatant fraud - threatening collections for products that were never even shipped
I sincerely hope all the executives contact Corona Virus an die slow painful deaths w/o ventilators
I have filed a complaint with the FTC and closed my account.
its too bad - my daughter/wife liked some of their products but I never allow any company to auto subscribe or bill me for anything. I would have bought these products on an as needed basis but not after this
Dear Mr. Conzelmann,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records indicate that you originally purchased Proactiv�® on July 23, 2019, with your first replenishment being sent on August 19, 2019 with no payment being received for that shipment. Billing statements were sent monthly advising of this balance. However, we have no record of you contacting us prior to April 9, 2020 regarding these invoices.
While we strive to assist with any billing or shipment issues customers may have, we must be notified in a timely manner. As stated above, we received no responses to our billing invoices for eight months.
However, as a gesture of goodwill, we have removed the collection balance for your first replenishment. Please consider any invoices received after this date as having crossed in the mail.
Your Proactiv�® account is closed with a zero balance. Nothing further will be shipped or billed.
Sincerely,
*** D.
Consumer Affairs
I'm being charged for something I did not receive on a subscription I canceled.
My check card had been compromised and I was calling to set up new billing info. I decided to just cancel my subscription. This was in October 2019. I was told a shipment was sent out in September and there was a balance that I would owe. I advised that I did not receive said shipment. The person I spoke to said they would mark it lost/not received and my account would be zeroed out. Now I'm receiving collections notices for over $120. I've emailed since calling doesn't work. They have no record of my phone call in October. They are unwilling to clear this amount. They just want to argue with me. They want me to call again and pay the amount to get it settled. I refuse to pay this. I was a customer for years and I can't believe this is how they treat you when you leave. It's disgusting, charging people for "shipped items" that are never received after closing your account. After reading others reviews, it seems to be a common issue. How is this legal?
I would like this cleared off of my closed account and I would like proof in writing from the company once it has been.
Date: 04/19/20
Complaint ID: ***
Account Number: ***
File Number: ***
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled for automatic shipments of Proactiv(r) on January 24, 2015. We regret we have no record of cancellation request prior to March 23, 2020.
On September 23, 2019 your sixteenth shipment, a 90-day supply, was sent and invoiced for a total of $125.00 for which payment has never been received.
On March 23, 2020, we received communication that you had not received your sixteenth shipment and your request to cancel your account. While your account was cancelled at that time, as your sixteenth shipment was well beyond our 60-Day Money-Back Guarantee, the balance for this shipment was not cleared as we must be notified in a timely manner to assist with any shipment or billing issues a customer may have.
However, as a gesture of goodwill and in an effort to resolve this matter, I have removed the outstanding balance for your sixteenth shipment.
Your Proactiv(r) account is closed with a zero balance. Nothing further will be shipped or billed.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
Purchased product, called to return in September 2019 because it wasn't working, got charged and received another package in October 2019
I purchased my first package in September of 2019 for 29.95$. After two weeks my skin broke out even more then it did before using the product. I called to let them know I would need a return label because it wasn't working for me. They said it would take 7-10 business days for me to receive the return label! I was very frustrated but was okay with waiting after hearing that there was nothing they could do. While waiting for the return label I received a second package and got charged again In October of 2019 for 33.94$ ( they couldn't charge me the full amount because my account was negative). After telling them I was wanting to cancel and return my product in September!! I canceled also because I could not be paying that much monthly and they still charged me twice. My bank account went negative and I got even more frustrated and canceled my card on the account to avoid anymore charges. I called again in October of 2019 to tell them that I got charged again and received another package that I would need a return label. After finally receiving my return labels in NOVEMBER I was able to ship them back. I called them in November letting them know I don't have the same card on file and I would like a refund in check form. They let me know that it would take a couple of days for me to receive my refund. After two weeks it was December 2019 and I had still not received my refund check. I called again and was told that my return was never processed so they would have to give me my refund again through my card. AFTER I TOLD THEM I DID NOT HAVE THAT CARD ANYMORE and they said they would give me a check. They then said they would process my return and send me a check. I received a letter in the mail that I thought was my refund check but it was ANOTHER BILL. FOR 88$. Towards the end of December I had still not received anything. I called back again on December 28th 2019 and was told my return was still not processed. They brought up charging my card that was on file for the third time. I told them I need it in a check form and confirmed that my return was processed and I would be getting my refund through a check. They then told me it would take 4-6 WEEKS for me to receive my check. I let them know I would sue if they did not give me my refund on time. I have needed this money since I canceled in the beginning. I was very frustrated. After 7 almost 8 weeks I have still not received my refund. I called proactiv again on February 21st 2019 and let them know how frustrated I was about not receiving my check. I let them know if I didn't receive my check soon I would talk to my attorney. They let me know they would find out where my check is and give me a call back. I let them know that I wanted some kind of compensation for the time and effort I have wasted trying to deal with this company. They refused to do anything other then see where my check is. I have still not received my call back. It has been 3 hours since calling them and I am very frustrated.
Refund all of my money back and possible compensation for the time wasted and over charging my account.
Date: 03/13/20
***
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled online for automatic shipments of Proactiv(r) on September 18, 2019. On September 19, 2019, your initial order, a 30-day supply was sent for a total of $29.95 and billed to the credit card provided.
On October 18, 2019, per the terms of the agreement, your 2nd shipment, a 90-day supply was sent for a total of $101.82 (including $11.97 s&h) to be billed in 3 installments over 28-day billing cycles. Your first installment of $33.94was billed at the time of shipping, leaving a remaining balance of $67.88.
OnOctober 18, 2019,per your telephone request, your account was cancelled.
On November 6, 2019, per your request, a return label was mailed to you for your initial shipment.
On November 15, 2019, we attempted to process your 2nd installment of $33.94 for your 2nd shipment, but your charge card was declined by your financial institution. Several invoices have been sent informing you of the remaining balance of $67.88.
On November 26, 2019 the shipment was marked as returned to our facility within the 60-day guarantee. We are required to issue refunds back to the same card billed, and on November 26, 2019, refunds of $29.95 for your initial shipment and $21.97 (less s&h) for your 2nd shipment were both attempted and on December 2, were both rejected by your financial institution.
On December 28, 2019, 2nd attempts to issue refunds of $29.95 for your initial shipment and $21.97 (less s&h) for your 2nd shipment, were made, and on December 30 were both rejected by your financial institution.
On February 22, 2020, an attempt to issue refunds of $29.95 for your initial shipment and $33.94 (including s&h) for your 2nd shipment were made and were both accepted by your financial institution.
Your Proactiv(r) account is closed with nothing further to be shipped or billed.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
Unauthorized charges
Proactiv charged $488 dollars on my debit card today (02/28/2020). Meanwhile, I have never interacted with, shopped at, or requested anything from Proactiv before. In fact, I learned what Proactiv only today, after the transaction were made. I never ordered anything from you and never will. Please cancel he charges on my debit card.
I want Proactiv to return me my $48.
Date: 03/23/20
Complaint ID: ***
File Number: ***
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control.
If you feel that your credit card has been compromised, please contact your credit card company for further action. The only way we can access the information you are requesting is with your full credit/debit card number. Without this, we are unable to search for a Proactiv(r) account that may have been opened using the credit/debit card in question.
To insure that we have a comprehensive record of this matter, a Customer Specialist will be contacting you within the next few business days.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
Receipt for one amount, withdrew a different amount from my account
My order total was $32.71 with tax. Account was charged $37.13. I have the receipt with the confirmation number and the breakdown of charges. I reached out to the company who offered resolution by letting me know they have a 60 money back guarantee where I could ship the product back for a refund. I have to pay shipping. So their resolution is to pay money to return a product they overcharged me for.
I am seeking an apology, as well as a way to return to them their unopened product, without having to pay shipping.
Date: 03/23/20
Complaint ID: ***
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We make every effort to be forthcoming regarding our promotions and offers for Proactiv(r) via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.
Our records reflect that you enrolled online for automatic shipments of Proactiv(r) on February 24, 2020, with the option being selected to begin with a 90-day supply. It is advised prior to purchase that sales tax will be charged where applicable.
On February 25, 2020 your first shipment, a 90-day supply, was sent for a total of $97.03 (included $7.18 NY tax) to be billed in 3 installments over 28-day billing cycles. The first payment of $37.13 was charged at the time of shipping, leaving a remaining balance of $59.90.
On March 3, 2020, per your request, your account was cancelled and a pre-paid return mailing label was sent to assist you with the return of your first shipment at no cost to you.
In an effort to resolve this matter, we have cleared the remaining balance of $59.90 for your first shipment. A full refund of your first installment of $37.13 will be issued upon the return of your shipment.
Your Proactiv(r) account is closed with a zero balance. Nothing further will be shipped or billed.
Sincerely,
***
Consumer Affairs
I ordered a proactive product before my wedding to clear my skin up. I only needed just the one order but they made me subscribe. I called to cancel that subscription in November 2019 and the girl on the line refused and said she could delay to January. I reluctantly agreed because she gave me no choice. January comes and I still have not received the next shipment so I assume maybe a supervisor stepped in and canceled.
Come the first week or so of February a package arrives, I call to cancel my account again tell them what happened last time and I am told my subscription is canceled and I am told that they will send a label or me to return. However, I never received a label. So I log back in to check my account and it shows ANOTHER SHIPMENT coming in May. I absolutely will not pay any of this.
Proactive is a predatory company that refuses the requests of consumers and continues to bill them even after cancellations are requested.
Dear Mr.
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We regret we do not have record of your stated cancellation call. We do have record of a cancellation request on September 12, 2019 by chat. At that time, we show that a postponement until January 30, 2020 was accepted. We regret if it was not your intent to accept this postponement.
On February 10, 2020, your second shipment was sent with invoice billing. Nothing was paid for this shipment and we have no record of it being returned for credit.
On February 12, 2020, per your chat request, your account was cancelled with a remaining balance on your February 10, 2020 shipment.
As a gesture of goodwill, we have cleared the remaining balance for your February 10, 2020 shipment. Your account now has a zero balance. Please consider any further invoices as having crossed in the mail.
Sincerely,
*** D.
Consumer Affairs
Impossible to cancel.
Regardless of the quality of the product, the website and customer service phone lines are purposely designed to make it as hard as possible to cancel.
When you sign up, you get access to a full website with every possible feature, instruction, etc. It;s a work of art.
However, when it comes to cancelling it is ingeniously made so it's just not possible. There are pages like: "My account", "My next Shipment", "Manage my Shipments", "Billing" and many others. Searching their Help section for "Cancelling" gives no results. Very clever. Plain devious.
For that "trick" I give one star.
Dear ***,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We make every effort to be forthcoming regarding our promotions and offers for Proactiv�® via the website, TV infomercials, inbound sales phone line, print materials, product packaging, cancellation and billing. The information regarding the terms of the online offer and the continuity program are provided in bold font prior to orders being finalized. Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase which includes information on how to cancel the membership. The products are also shipped with information reiterating the terms and benefits of membership.
Per your request, all future orders were cancelled on February 29, 2020.
Your Proactiv account is closed, nothing further will be billed or shipped.
Should you have additional questions regarding this, please feel free to contact me directly.
Sincerely,
*** D.
Consumer Affairs
Stop billing me each month for a product I haven't received since October 2019! This is now February 25, 2020.
r: XXXXXXXX
My order number: XXXXXXXX
C
Order date: 5/27/2019
I have called each month, and though the Customer Service rep assures me that my account and shipments have been cancelled, I continue to be billed for a product I am NOT receiving, and DO NOT WANT. PLEASE CANCEL MY ACCOUNT IMMEDIATELY AND STOP BILLING ME!
Dear Leslie,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records indicate your final order was shipped on November 16, 2019 with the final payment received on January 6, 2020.
Per your request, all future orders were cancelled per your chat with us on November 16, 2019.
Orders that have already processed at the time of cancelation will be shipped and will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
Your Proactiv�® account is now closed with no further balance owed. Nothing further will be shipped or billed.
Sincerely,
*** D.
Consumer Affairs
Proactiv is intentionally unreachable, their business practices are as shady as they come, and once they have your cc info, they will never relinquish
I cancelled my daughter's subscription to Proactiv 6 months ago, they billed me twice subsequently. I called, spoke to an actual person in their billing department, requested a refund for the unauthorized charges. That individual told me a refund would be issued, and the subscription was cancelled, and it wouldn't happen again. They have billed me for the subsequent 4 months, and are claiming that they did not. A customer service rep at their office actually CALLED ME A LIAR, even though I offered to send a copy of the statement, she maintained that they did not charge my card. I've had it with this scam. I want my money back, and they should be disciplined, and others should be warned. Once they have your information, it will never stop.
Refund the fees they took for a product that was cancelled, and not received, take my information out of their system. Never contact me again.
Date: 03/03/20
Complaint ID: ***
Account Number: ***
File Number: ***
Dear . ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you re-enrolled online for automatic shipments of Proactiv(r) on March 18, 2019.
On March 19, 2019, your initial shipment, a 30-day supply was sent for a total of $23.95 (including $5.99 s&h) and was billed to the credit card provided.
On April 16, 2019, per the terms of your agreement, your 2nd shipment, a 90-day supply, was sent, for a total of $68.82 (including $8.97 s&h) to be billed in 3 installments over 28-day billing cycles. Your first installment of $22.94 was billed at the time of shipping, leaving a remaining balance of $47.88.
On May 14, 2019, we attempted to process your 2nd payment of $22.94 for your 2nd shipment, but your charge card was declined by your financial institution.
On June 18, 2019, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $22.94 was issued and the balance of $45.88 was cleared.
On September 16, 2019, a call to customer service was received for updating the shipping address. On review of this call, no request to cancel was mentioned. It was agreed upon by the caller that your 3rd shipment, a 90-day supply, was to be sent, for a total of $68.82 (including $8.97 s&h) to be billed in 3 installments over 28-day billing cycles. Your first installment of $22.94 was billed at the time of shipping, leaving a remaining balance of $45.88.
On October 14, 2019, we attempted to process your 2nd payment of $22.94 for your 3rd shipment, but your charge card was declined by your financial institution, leaving a remaining balance of $45.88.
On December 11, 2019, per the terms of your agreement, your 4th shipment, a 90-day supply, was sent, for a total of $68.82 (including $8.97 s&h) to be billed in 3 installments over 28-day billing cycles. Your first installment of $22.94 was billed at the time of shipping, leaving a remaining balance of $45.88. Delivery was confirmed by USPS on December 16, 2020.
On January 8, 2020, your phone call to customer service indicates that the agent located a previously inactivated account, and you were informed there were no charges to your card due to this being an old account and all current charges and shipments were on this referenced account.
On the same day of January 8, 2020, per your "Live Chat" request, your account was cancelled. Our records indicate no prior cancel request on file.
Your remaining 2 installments of $22.94 each for your 4th shipment were billed on January 18, and February 5, 2020, respectively, as scheduled.
In an effort to fully resolve this matter, I have cleared the remaining balance of $45.88 from your 3rd shipment and issued a full refund for your 4th shipment in the amount of $68.82. Please allow 3-5 business days for your financial institution to receive, process and release these funds into your account.
Your Proactiv(r) account is now closed with nothing further to be shipped or billed and reflects a zero ($0.00) balance.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she DID NOT accept the response from the business.)
Their "history" of events is almost completed fabricated, and insulting in that they claim my multiple requests to cancel don't exist. I have been refunded many of the payments that were taken in error, but I am not satisfied with their handling of the situation otherwise, as either their records are inaccurate, or they simply don't care.
Date: 03/13/20
Complaint ID: ***
Account Number: ***
File Number: ***
Dear . ***,
Thank you for the opportunity to respond.
The information provided in our previous response was taken directly from your account activity with all phone calls and Live Chat sessions having been reviewed.
We again apologize for any miscommunication as far as a previous request for cancellation. As previously stated, your account is now closed and nothing further will be shipped or billed.
Sincerely,
***
Consumer Affairs
I purchase the incorrect item on 11/29/2019. I mailed the item on 12/14/2019. Fed Ex tracking number advises the item was delivered on 12/27/2019 @ 1:21 pm.
I have made 5 different calls to the customer service phone number on different days. Each time I call I receive a different excuse. I'm still waiting to receive the refund.
Dear Alexandra,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Unfortunately, we are unable to locate your Proactiv�® account in your name with the information you provided. In order for us to review your concerns we will need the account number, as well as the name and full address where the shipments were sent. Your account number would be located on the enclosed packing slip or invoice enclosed with your most recent order. Once we receive this information, we will take immediate action on your behalf. Once you locate this information, you may forward it to the Revdex.com of San Jose, CA in the form of a Rebuttal to your complaint filed on February 6, 2020. Thank you for your understanding in this matter.
Sincerely,
*** D.
Consumer Affairs
I am being billed continuously for items never received or requested - after I closed my account.
In May 2019, I ordered a subscription for Proactiv for my 13 year old son to try. We received two orders (paid for with my debit card). His skin was not receptive to it and after meeting with a dermatologist, we were told to stop using it. I called to cancel my subscription in June 2019 and nothing was owed at that time (I have an email to prove that). After that, my son's Proactiv scrub brush broke and not wanting to have to order from the company again - I bought one on eBay from a seller selling Proactiv items. I paid with my PayPal and it was delivered with no issues. Fast forward to October 2019 and I began receiving bills from Proactiv saying I had a past due balance of $109.93. I've called MULTIPLE times since October and was originally told I had re-opened up my subscription service for a different product and that's what the bill was for. When asked, they said the card on file was not going thru (they told me it was a MasterCard - and I do not have a MasterCard in my name). I explained I had not signed up for a new Proactiv product - as they did not work for my son, I explained this had to be fraud. I was told I needed to speak to a Customer Specialist, but none were available. I was told they would call me back when available. I never received a return phone call. The next month, I received another bill for the same amount threatening collections. I called again, and was told the exact same thing. After spending about 30 minutes on the phone, I was told I could only be helped by a Customer Specialist - none of which were available. No phone call was returned, as promised. This back and forth occurred 4x - including today. Every time I was told nobody was available to assist me. Today I told the person I spoke to to send the invoice to collections, as I would just dispute it there because this is total fraud. I feel like Proactiv is involved in this fraudulent practice - as they are unwilling and unable to provide contact with the only person/people available to assist with this issue.
Customer #: ***
Order #:
I need Proactiv to close my account completely. Their business practices are ridiculous. I closed this account in June 2019 - and NEVER authorized my account being reopened in October 2019. I never received new product and should not be billed $109.93. The card on file is NOT MINE and these purchases were never authorized by me.
Date: 02/07/20
Complaint ID: ***
Account Number: ***
File Number: ***
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control.
If you feel that your credit card has been compromised, please contact your credit card company for further action.
We have cancelled and removed all balances on the account.
The Proactiv(r) account in your name is now closed with nothing further to be shipped or billed.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as the account is closed and there is nothing due, I am satisfied with the response.
I have never bought or interacted with Proactiv and had 4 $80 charges appear on my debit card with no authorization
I have never bought or interacted with Proactiv and had 4 $80 charges appear on my debit card with no authorization
I am seeking for them to stop trying to charge my card and to reimburse me for the headache this has caused.
Date: 02/06/20
***
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control.
Unfortunately, we are unable to locate a Proactiv(r) account in your name or the charges referred to in your complaint, with the information provided. If you feel that your credit card has been compromised, please contact your credit card company immediately for further action.
To ensure that we have a comprehensive record of this matter and so that we may locate an account for further assistance, a Customer Specialist will be contacting you within the next few business days. If you would rather reach out to them at your convenience, you may contact Account Specialist Jessica or Glenna directly at***, 8:30am to 4:00pm EST Monday - Friday.
Thank you for your understanding and assistance in this matter.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)