Proactiv Company Reviews (%countItem)
Proactiv Company Rating
Address: 100 N Sepulveda Blvd #1400, El Segundo, California, United States, 90245-5602
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Cancelled/suspended subscription in May 2018 continues to be billed from December 2018-June 2019 with no products received.
I contacted them via phone May 2018 to suspend my account due to being pregnant. However, I continually got billed from December 2018 through June 2019 even though I never received any products. I have called numerous times and the last time on June 18, 2019 I talked to the agent and the agent's superior with no results and they could not even give me a reason for being billed and not shipped product. I asked to talk to the person above them and on June 22, 2019 I received a phone message saying they could not process my request. At this point, I continue to get billed with no product received and I cannot access my on-line account to make any changes to my account payments, etc.
Account to be credited for December 2018 through June 2019. Also, to be able to access my account online which seems to be forever unaccessible due to message saying they are processing my order.
XXXXX-XXXX
Date: 07/10/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
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 you enrolled online for automatic shipments of Proactiv(r) on December 26, 2016.
On December 2, 2018, the ship-to address was updated via your online account access and all 3 subsequent shipments show delivery confirmed to the address provided.
On December 3, 2018, your eighth shipment, a 90-day supply, was sent for a total of *** (including *** s&h, and *** CA Sales Tax) to be billed in 3 installments over 28-day billing cycles. Your first installment of *** was billed at the time of shipping, and your remaining 2 installments of *** and *** were billed on December 31, 2018 and January 28, 2019, respectively.
On February 25, 2019, your ninth shipment, a 90-day supply, was sent for a total of *** (including *** s&h, and *** CA Sales Tax) to be billed in 3 installments over 28-day billing cycles. Your first installment of *** was billed at the time of shipping, and your remaining 2 installments of *** each, were billed on March 25 and April 22, 2019, respectively.
On May 20, 2019, your tenth shipment, a 90-day supply, was sent for a total of *** (including *** s&h, and *** CA Sales Tax) to be billed in 3 installments over 28-day billing cycles. Your first installment of *** was billed at the time of shipping, and your 2nd installment of *** was billed on June 17, 2019, leaving a remaining balance of ***
Also on May 20, 2019, per your telephone request, your account was cancelled. Once an account has been cancelled, online access is no longer available.
On June 18, 2019, we were notified that you had not received any shipments prior to December 2018. We regret we have no record of prior communication regarding non-delivery of your shipments. However, as a courtesy, a refund of *** was issued for your ninth shipment and a refund of *** was issued plus the remaining balance of *** was cleared for your tenth shipment.
While we strive to assist customers with any billing or shipping issues they may have, we must be notified in a timely manner. As we have already gone above and beyond our 60-Day Money-Back Guarantee with the refunds previously issued, we are unable to issue any further refunds.
Your Proactiv(r) account is closed, with no additional balance owed. Nothing further will be shipped or billed.
Sincerely,
***
Consumer Affairs
Oh boy, I didn't know what I was in for. I wanted to buy a set as a one time thing because my credit card company was providing a $10 cash back. Seemed reasonable enough. Then it turns out that they would auto-enroll you for a subscription service where they increase the amount that you buy by three times and bill you monthly for them for "my convenience".
I called their customer support line explaining that I'd need to cancel my subscription. I only wanted the product for a one time deal, and also I'm moving out of country for around one year at MINIMUM. Instead, they gave me a large runaround, decided to send me free product to "save" me and just delayed the shipment to this December, a time that is quite clearly within one year. I asked once again to cancel and I got what was said above repeated to me line by line. It's almost amusing that in a time when people are so concerned about AI imitating humans, Proactiv trains their representatives to behave like broken AI.
They ended by saying that if I wanted to cancel, that I could reach out to Proactiv.
WHAT WAS I JUST DOING?!
Clearly, they have zero intention of helping me through service.
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.
Upon your most recent contact with us, your account was canceled.
Your account is now closed, and nothing further will be billed to you. If you need further assistance, please contact us at XXX-XXX-XXXX.
Sincerely,
*** D.
Consumer Affairs
Despite numerous attempts to cancel my subscription, I continue to get sent and charged for product.
Account user: ***@gmail.com
Account number: XXXXXXX
On September 4th, 2017, I decided to buy a subscription for Proactiv MD. (order number: ***) After the initial 30 day kit, I was sent the 90 day kit (order number: XXXXXXXX). With this kit, I began having an adverse reaction to the product and decided instead to see a dermotologist, so I called the provided customer service number to cancel my subscription. In the next few months, to my surprise, I came home to see a Proactiv shipment box in front of my house. I did not receive an email informing me of the shipment nor did I consent to the purchase. Once again, I called customer service to cancel my account. Unfortunately, I was going out of town and was unable to send the product back on time and had to therefore pay for the product, which I ended up throwing away as I had no use for it. In January 2019, I got an email from Proactiv informing me that my next kit would ship in 72 hours. Because I did not have time in the moment to once again call customer service and pointless get my account cancelled for the third time, I decided to postpone my shipment to the maximum possible date, April 17, 2019, and deal with at a later time. I forgot about it during this time, and to my surprise in April, I came home to receive another box of product from Proactiv. As in the past, I did not receive an email informing me that this product was shipped, and as before, was surprised to see the product on my doorstep. Once again, due to the lack of time, I was unable to call customer service to deal with it then and am now finally dealing with it. My account is under the name of my mom
I would like my account (including credit card and any personal information) promptly deleted as well as a refund for the most recent shipment.
Ms. ***
***
*** XXXXX-XXXX
Date: 06/26/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
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 experienced a potential reaction with Proactiv MD(r), as you have stated. A Customer Specialist will be contacting you within the next few business days to discuss your experience. It is of utmost importance to us that any potential reaction to this product is documented and addressed.
Our records reflect you enrolled online for automatic shipments of Proactiv MD(r) on September 4, 2017.
On July 2, 2018, your fourth shipment, a 90-day supply, was sent for a total of *** (including *** s&h) to be billed in 3 installments over 28-day billing cycles. Your first installment of *** was billed at the time of shipping, leaving a remaining balance of ***
On July 7, 2018, per your request, your account was postponed until January 17, 2019 and a partial credit of *** (s&h) was applied to your fourth shipment, in anticipation of its return, leaving a remaining balance of ***
With no record of your fourth shipment being returned, your remaining two payments of *** and *** were processed on July 30 and August 27, 2018, respectively.
On January 13, 2019, your account was again postponed until April 17, 2019.
On April 17, 2019, your fifth shipment, a 90-day supply, was sent for a total of *** (including *** s&h, and *** tax) to be billed in 3 installments over 28-day billing cycles. Your first installment of $57.46 was billed at the time of shipping. The remaining 2 installments of $43.94 each were processed on May 15 and June 12, 2019, respectively.
However, as a gesture of goodwill and in an effort to fully resolve this matter, I have issued a refund of *** for your fifth shipment. Please allow 3-5 business days for this credit to post to your account.
Your Proactiv MD(r) account has been cancelled as requested in your complaint, effective June 25, 2019. Nothing further will be shipped or billed.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
I purchased a set of the Proactive MD. It came it came with the first set trial said and then it came with an additional 90 day supply which was an installment of four installments of $33 and a few cents each I received the gift set and the first 90 days Supply I after that I put a pause on the rest of the shipment because I had enough from the trial and the 90 day supply. Then I started receiving emails saying that I owe them *** and they kept sending me more emails saying that my account was overdue because I didn't pay when from my understanding when reading the account online it said you paid when when the shipments are sent they take the money out of your account I put a pause on it so there shouldn't have been anything to even be handled so now I'm getting an email send that I'm getting ready to go to collections because I owe them *** I just called proactive and I spoke to a customer care representative named *** stated that my first 90 day supply that was sent to me in December of 2018 was *** and it was to be paid and four installments of *** and because I only got it because I only pay the first one that I now oh that's why I owe the *** I tried to explain to him that that is not what it is but he kept since keeps insisting that it is. I do not want any more to do with proactive because I'm now going to be put in collections for misrepresenting how these things are done there is no way that that first 90 day supply should have been *** you were to receive four installments of 90-day supplies each one was *** and some change I'm at. I also ordered separately from that a bar two bars of beauty soap that I never got because they said that they were discontinued but I was charged for it it took me almost two months to get that back I had to keep calling continuously. They misrepresent and then they don't have anyone in there that knows what they're doing or how they're supposed to do it and now I'm getting emails saying that I owe *** when I shouldn'
Product_Or_Service: Proactiv MD
Other (requires explanation) I really just wanted to wait until I was ready for the other two shipments in order them but because of this miscommunication and misleading information I really just don't want to deal with him anymore at all I would rather just want it canceled out I don't want to owe them anything I don't want to get anything else from proactive because this has been too much to deal with when it should have been very simple they have actions done on the website that you can put put orders on hold but when you put them on hold and you don't order then they want to charge you and put you in collections I just really wanted just cancelled out I ordered what I ordered and I don't want I really don't want anything else but I do not want them to charge me or have me owing them for things that I did not get.
Ms. ***
XXXX XX***
*** XXXXX-XXXX
Date: 06/17/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
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 MD(r) via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing. The information regarding the terms of the online offer and the continuity program are provided in the shopping cart prior to any personal information being entered. These terms are bold and in the same size font as the rest of the page. Before customers may finalize their purchase they must check a box that states they agree to the terms of the purchase. The products are also shipped with information reiterating the terms and benefits of membership.
More specifically, the only order states: "Approximately 3-4 weeks after your first order is shipped, and then approximately every 12 weeks thereafter, you will be sent a new 90 day supply of ProactivMD. Each shipment will be charged to the card you provide today, in three installments, approximately every 4 weeks at the guaranteed low price of *** plus *** for shipping and handling per installment, unless you cancel. There is no commitment and no minimum to buy. Please note exact shipment times may vary. To customize or cancel future shipments, call customer service anytime at (XXX) XXX-XXXX or login and chat with us online between 8am-10pm EST. Every Proactiv order includes a 60-day money-back guarantee of the purchase price less shipping and handling."
Our records reflect that you enrolled online for automatic shipments of Proactiv(r) on November 15, 2018.
On November 16, 2018, your initial shipment, a 30-day supply, was sent for a total of ***
On December 13, 2018, per the terms of the agreement, your second shipment, a 90-day supply, was sent for a total of *** (including *** s&h) to be billed in 3 installments over 28-day billing cycles. Your first installment of *** was billed at the time of shipping, leaving a remaining balance of ***
On December 17, 2018, a one-time catalog order, was sent for a total of *** (including *** s&h) and was billed in full at the time of shipping.
On December 20, 2018, following your telephone request, the amount of *** was refunded for your catalog order due to the items being on backorder.
On January 31, 2019, we attempted to process your 2nd payment of *** for your second shipment, but your charge card was declined by your financial institution. Several invoices have been sent informing you of the remaining 2 payments of *** each for a total remaining unpaid balance of ***
As a gesture of goodwill and in an effort to fully resolve this matter, we have cleared the remaining balance of *** for your second shipment. Please consider any invoices received after the date of this correspondence as having crossed in the mail. In addition, per your request, your account has been cancelled, effective June 13, 2019.
Your Proactiv(r) account is closed, with no additional balance owed. Nothing further will be shipped or billed.
Sincerely,
***
Consumer Affairs
With Proactiv you pay monthly installmants if not paid in full. Mine were scheduled for the 5th of the month. I recently cancelled my subscription, but then was charged the same day I cancelled (May 29, 2019) originally the next payment was not until June 5th, 2019. I even stated I will return all my products because I was not satisfied. Now I cannot even log into my account to see anything about my account info. I have contacted Proactiv again, and all they say is that the policy is to still pay the remaining monthly payments.
Product_Or_Service: Proactiv
Other (requires explanation) I want my refund of $27.94 plus my overdraft fee because of this false charge of $27.00. Total of $54.94. This company has bad customer service.
Ms. ***
XXXXX ***
*** XXXXX-XXXX
Date: 06/13/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
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 you enrolled online for automatic shipments of Proactiv(r) on November 28, 2018. At that time, your initial shipment, a 90-day supply, was sent for a total of *** (including *** CA Sales Tax) to be billed in 3 installments over 28-day billing cycles. Your first installment of *** was processed at the time of shipping, and your remaining 2 installments of *** each, were processed on December 28, 2018, and January 27, 2019, respectively.
On May 1, 2019, per the terms of the agreement, your second shipment, a 90-day supply, was sent for a total of *** (including *** s&h, and *** CA Sales Tax) to be billed in 3 installments over 28-day billing cycles. Your first installment of *** was processed at the time of shipping, and your 2nd installment of *** was processed on May 29, 2019 as scheduled, leaving a remaining balance of ***
Also on May 29, 2019, per your "Live Chat" request, your account was cancelled. Once an account has been cancelled, online access is no longer available.
As your second shipment was billed as scheduled and within the terms of the offer, we are unable to refund overdraft fees you may have incurred.
However, as a gesture of goodwill and in an effort to resolve this matter, we have cleared the remaining balance of *** for your second shipment.
Your Proactiv(r) account is closed, with no additional balance owed. Nothing further will be shipped or billed.
Sincerely,
*** D.
Consumer Affairs
Proactiv continues to bill me, even though I never ordered from their company.
On 1/2/19 I ordered a Proactiv kit from eBay, paid the seller with Paypal and the kit was delivered 1/9/19. On 2/25/19 I received a past due invoice in the mail from Proactiv for $112.08. It said the recent payment (I assume made by the eBay seller) could not be authorized by the bank/card issuer. Proactiv does not have my credit card number since I never placed an order or did any business with them. I went on my eBay account to contact the seller about the issue and found Ebay has them listed as "No longer a registered user" (though they had been a seller since 2015.) I called eBay but since I did receive the product I paid the seller for and they no longer do business with that seller they were not much help. For privacy reasons they could not give me any further information about the seller. I then sent a letter to Proactiv customer service explaining all this, and enclosed the seller's eBay profile in hopes that Proactiv could get more information from eBay. The eBay seller juaquerid-0 (Merphy Baez on my Paypal) is responsible for this bill. On 3/25/19 I received a second past due invoice. That day, I chatted with *** on Proactiv's Customer Service chat. She told me that the account was still open and a shipment was due to ship on 4/2/19. I told her that this was to be cancelled. She told me she cancelled the account but I would not receive a cancellation confirmation e-mail since the eBay seller entered a non-existent e-mail on the account they made. She did give me order #XXXXXXXX as confirmation that the account was closed. I sent another letter to Proactiv's customer service detailing all this information and again enclosed the eBay seller's information. I owe nothing to Proactiv since I never ordered anything from them nor set up any account with them. I purchased from an eBay seller and paid them as was my obligation. Ebay seller *** is the one who made the account, placed the order and provided payment with insufficient funds. The eBay seller is the one who owes Proactiv $112.08. I received past due invoices in April and again on 5/18/19. I have chatted with customer service and sent 2 letters, but I continue to receive invoices. The invoices show customer #XXXXXXX and order #XXXXXXXX. I want the invoices (and their collection threats) to stop.
I want Proactiv to cease sending me past due invoices and work with eBay to get the needed information on the seller to send them the invoice for the order that they placed and did not provide proper payment for. I paid the seller as I was obligated, and I owe nothing further.
Mr. ***
***
*** XXXXX-XXXX
Date: 05/30/19
Complaint ID:XXXXXX
Account Number: XXXXXXX
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. As we were not notified prior to the chargeback by your financial institution regarding the suspicious activity, the balance was added back to the account when the charge was reversed, and the billing continued. We apologize for any inconvenience this process may have caused.
On March 25, 2019, the Proactiv(r) account in your name was flagged as Suspicious Activity to ensure the account could not be reopened. The outstanding balance has since been cleared. Furthermore, North Shore Agency has been notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
Please rest assured that the Proactiv(r) account in your name is closed with a zero balance. Nothing additional will be shipped or billed.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the response. It is unfortunate that I had to use the Revdex.com to reach Proactiv about the situation since the 2 written explanations I sent to Proactiv customer service, as well as the same information I provided to their customer service chat all seemed to be ignored. The fact that I never created an account or ordered from Proactiv should have rectified this situation months ago, and a collection agency never should have been involved.
bottle is damaged
Contacted the number on the back of the 6 FL. OZ cleanse bottle (***) because it is damaged and the product is being wasted. Called two separate times even requesting a supervisor contact me because of my problem and they will not do anything!
Proactive is who guarantees and makes the product, but since I did not order it with them and bought it in a machine they will not do anything but give me a number to call ***. That rings each time and tells you all reps are busy to leave a message and someone will get back to you with-in 24 hours. Well I have called 5 different times leaving my information and no one will call me back and Proactive will not do anything about it! It is still their product and it is damaged! I have been dealing with this problem for over 2 months!
I want my proactive cleanse 6 FL OZ bottle to be replaced with a new undamaged one
Date: 05/14/19
***
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.
Proactiv(r) kiosks are independently leased and are not affiliated with Proactiv(r) online or our Activ(r) member discount program. Returns are handled at the original point-of-purchase and the return information is printed on the sales receipt along with a toll-free phone number (X-XXX-XXX-XXXX) for return instructions or inquiries. You may also contact:
(The consumer indicated he/she DID NOT accept the response from the business.)
The number provided is the number I have called several times with no response or return call! It is their company that refused once again to assist me on their product. They cannot help me because I choose to buy their product but not to opt in for them to take money from me monthly (as seen on Revdex.com website of several complainants about their monthly withdrawal).
Date: 05/30/19
***
Thank you for the opportunity to respond.
While we strive to assist customers any way we can, as with any product purchased from a retailer, you would need to contact the retailer directly for any refunds for products purchased.
As noted in our previous response, you will need to contact the Kiosk Vendor directly, Zoom Systems, for further assistance. While we regret that you are unable to reach them by phone, we have provided you with their customer service email address.
For your reference, the customer service email address for Zoom Systems is ***.
Sincerely,
***
Consumer Affairs
Not sure why this is closed as resolved? It has been 11 days since Revdex.com sent me proactive's response and it took them 15 days to respond to my response.
I obviously will not be getting anywhere with anyone. So this can be closed, but not closed as resolved because it was not!
TOTAL SCAM company. After calling in to cancel, they still charged me again. I even have the phone call taped where they said no charges will ever go through again.
I ordered their product as part of their 60 day guarantee. It did not work and made my skin worse. I tried to cancel my membership.
Purchased their product on 3/30/19. My email confirmation said the first of three payments was $33.96, however my bank statement showed a charge of $41.09. I received the product a few days later and used it, as directed, only to discover that it made my skin worse. I had extremely itchy skin, more pimples, and my face was red. I contacted them on 4/15 to report the problem and ask for a refund. I also asked that my account be closed at that time since I do not want to use their product and do not want to be charged for it. I was told via chat that my account would be canceled and that they would send me a label to return the product. They would issue me a refund less the shipping cost. In the last day, I received a message saying my shipment was processed and I was concerned that they sent more product and charged me. So, today, I logged back on to see that not only was my account NOT cancelled, but there are pending new charges for a future shipments in June, July, and August. So, I contacted them again via chat. I asked again, why I hadn't received the label or refund and why my account had pending charges. I was given the run around with *** the chat agent simply pasting a generic message about their 60 day guarantee and how to return the product. I am not happy. Their guarantee is that if you return the product, even empty, within 60 days, they'll refund your money. But first, you have to wait 7-10 days for them to MAIL you a return label (most online businesses these days are able to provide people with an instant return label, like Amazon), return the product (taking another few days), and then wait another 7-10 days for them to process it before you'll see your money refunded. That's unacceptable practice to me, especially when they don't even care if there is any product left. Why do we, the consumer, have to go through all of that and wait, instead of just having our money refunded?! I'll tell you why, it's because they're hoping that we'll forget or find it too onerous and give up on getting our money back. Their product made my skin worse, and now, they are wasting my time on top of that.
I would like the full $41.09 refunded to my bank account and proof that no future charges are pending and that my account is closed completely.
Ms. ***
***
*** XXXXX-XXXX
Date: 05/02/19
Complaint ID: XXXXXX
Account Number: XXXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
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 you enrolled online for automatic shipments of Proactiv(r) on March 30, 2019. At that time, your initial shipment, a 90-day supply was, sent for a total of $109.01 (including $7.13 PA Sales Tax) to be billed in 3 installments over 28-day billing cycles. Your first installment of $41.09 (including $7.13 PA Sales Tax) was billed at the time of shipping, leaving a remaining balance of $67.92.
On April 16, 2019, per your "Live Chat" request, a return label was sent to you and your account was cancelled.
On April 22, 2019, as a courtesy, a full refund of $41.09 was issued and the remaining balance of $67.92 was cleared in anticipation of the return of your shipment.
Your Proactiv(r) account is closed, with no additional balance owed. Nothing further will be shipped or billed.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
About 2 weeks ago, I had placed an order for Proactiv. The next day I noticed multiple transactions for preauthorizations on my debit card account for more than I had agreed to. At this time, I contacted Proactiv customer service and asked to cancel my order and any previous orders. I also asked them to remove my payment information from their system. The rep stated they would remove my information and no further charges would be made. Now, 2 days ago, there is another preauthorization for a different amount. I do have the screenshots of the chat with their rep. I am asking again, that my information needs removed from the Proactiv system and no further charges will show on my account. My bank has denied the charges, however, this should not be an issue, as the rep had previously stated my information would be removed.
Product_Or_Service: Proactiv MD
Other (requires explanation) Please remove my credit and personal I formation from your system. I cancelled the order before it had even shipped. I no longer need this product.
This has been addressed by the company and their response and solution is appreciated.
I am being billed on an account that was fraudulently created using my stolen credit card info, for a product I neither ordered nor received.
Several months ago, my Capital One credit card information was stolen and fraudulently used to open a Proactiv account and on October 13, 2018 buy skin crème for $99.84. Proactiv billed my credit card and I failed to notice. More recently my card was again fraudulently used for a purchase, so I closed my credit card account. Despite this, several weeks ago my closed Cap One account was billed for Proactiv crème for $101.82. I contacted Proactiv twice, explained the situation, and both times I was told, they would call me back to discuss it. Upon inquiry, it turns out Proctiv sent the crème to a person in *** not exactly close to my residence or billing address in *** Proactiv never followed through on calling me back. So I continue receiving a Past Due invoice for 101.82. This is how Proactiv operates. They give a false appearance of being responsive to fraud victims when in fact they are not. They seem to want their money any way they can get it.
I want Proactiv to stop billing me for a product I never ordered or received. I want the fraudulent account that has my name on it address deleted.
I want the billing to stop and the fraudulent Proactiv account with my name on it closed.
Mr. ***
***
*** XXXXX-XXXX
Date: 04/07/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
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.
Our record indicate that our Suspicious Activity Department attempted to contact you on January 11, 2019 but was unable to reach you. As we were unable to speak with you confirm you had not placed the order prior to the chargeback by your financial institution, the balance was added back to the account when the charge was reversed. We apologize for any inconvenience this process may have caused.
On March 29, 2019, the Proactiv(r) account in your name was flagged as Suspicious Activity to ensure the account could not be reopened. The outstanding balance has since been cleared.
Please rest assured that the Proactiv(r) account in your name is closed with a zero balance. Nothing additional will be shipped or billed.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for agreeing to close this fraudulent account and refund the first billed amount.
Typical auto enrollment and payment scam they have. When you choose 30 day supply they charge you for the 30 day supply the first time then auto enroll you for ongoing 90 Day Supplies. Total scam if you are not paying attention. Easier to just buy at a retail store when you need it. That is what I will do. Just bad business practice.
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 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. The products are also shipped with information reiterating the terms and benefits of membership.
Your Proactiv�® account is now closed with no further balance owed. Nothing further will be shipped or billed.
Should you have additional questions regarding this, please feel free to contact me directly.
Sincerely,
*** D.
Consumer Affairs
Cancelled account sent to collections.
Cancelled subscription in May 2018 after product did not work.No refund was issued but account was cancelled. Received collection letter Feb. 2019 for amount of 45.88
- Cancel account - Waive fee of 45.88 on canceled account - Mailed letter stating 0.00 balance on canceled account.
Ms. ***
***
*** XXXXX-XXXX
Date: 03/10/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
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 you enrolled online for automatic shipments of Proactiv(r) on February 1, 2018.
On May 21, 2018, per the terms of your agreement, your third 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.
On May 28, 2018, per telephone request, your account was cancelled. At that time, information was provided regarding the remaining balance of $45.88. As no items have been received back at our facility, invoices have been sent monthly regarding the remaining balance.
On February 26, 2019, as a courtesy, the remaining balance of $45.88 for your third shipment was cleared.
Your Proactiv(r) account is closed, with no additional balance owed. Nothing further will be shipped or billed.
Sincerely,
***
Consumer Affairs
Yes I order proactiv MD for my 14 year old son and it caused his face too turn rd and it blotched out and dried his face out I called them and once customer service rep. was going too give me another product and it was sent she failure too tell me I would be charged for this I do have a right to have a refund and have it in writing on there papers a 60 day money back guarantee I have all there products to return and they caused my checking account to go into a overdraft they didn't want mr too get a refund off and it's not worth what I paid for it $32 and then $39.86 and a $35 bank overdraft that's ripping off the customer
Product_Or_Service: 2/8/2019 and 2/16/2019
Order_Number: XXXXXXXX and XXXXXXX
Other (requires explanation) To refund my bank for the overdraft it's KeyBank they are refunding my money the bank is and they can not deny that thr product is being returned next week.
Ms. ***
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*** XXXXX-XXXX
Date: 03/10/19
Complaint ID: XXXXXX
Account Number: XXXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
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 you enrolled online for automatic shipments of Proactiv(r) on February 2, 2019.
On February 15, 2019, we received communication that the Proactiv(r) MD was not working for your son. At that time, it was offered to send your next shipment with different products for him to try. We regret if it was not made clear that this shipment would be charged to your charge card.
On February 18, 2019, your second shipment, a 90-day supply, was sent for a total of $105.74 (including $8.97 s&h and $6.92 IN Sales Tax) to be billed in 3 installments over 28-day billing cycles. The first installment of $39.86 was billed at the time of shipping, leaving a remaining balance of $65.88.
On February 21, 2019, a refund in the amount of $39.86 was issued and the remaining balance of $65.88 was cleared for your second shipment plus, per your request, your account was cancelled.
As a gesture of goodwill and in an effort to resolve this matter, I am issuing a reimbursement check in the amount of $35.00 for your stated Overdraft Fee. Please allow 4-5 weeks for this check to arrive to mail.
Your Proactiv(r) account is closed, with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
Cause they left my bank account in a negative and I have returned all products back too them so they should have those that's fair enough on the outcome and them sending me a check for that overdraft.
Ms. ***
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*** XXXXX-XXXX
Date: 04/07/19
Complaint ID: XXXXXX
Account Number: XXXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
Thank you for the opportunity to respond.
As noted in our previous response, your Proactiv(r) account was closed, with no further balance owed, and that nothing additional would be or has been shipped or billed. Our records indicate that the last charge on your account was on February 18, 2019. No charges have been processed on your account since that time. Our records do show that on February 21, 2019 a refund was issued to your account in the amount of $39.86. Again, this was a credit to your account.
Also noted previously was that we would be issuing a reimbursement check in the amount of $35.00 for your stated Overdraft Fee, and to please allow 4-5 weeks for this check to arrive by mail.
Our records indicate that on March 21, 2019, said check was printed and duly mailed to the address on file. Please contact your bank directly for further assistance regarding any additional overdraft fees.
Sincerely,
***
Consumer Affairs
Yes it seem's they have went back and causes me to go back into another overdraft and the person in charge is getting called this happen today since I returned all products back they still went and overdraft my account and I done told them I wanted my money back they should not be overdrafting my bank account again this time they will not be able too do it again it's fixed as of this Monday coming up I told them I wanted my money back in order for me to get that I would need too tell them and I done did on rhe form that was sent with the product they jave no business going and stealing money back off of my bank and also on my account.
I have been a loyal user of Proactiv for at least 8+ years. I am on autopay. They gave me the run around when I tried to cancel 6+ months ago and promised me free product to stay. They sent me three dried up bottles of travel sized cleanser! I recently did cancel my membership and now they claim I have an outstanding balance of $45.88. I thought this was due to my last auto ship but it was only $29.31. I have been on autopay for years! They have been unable to explain the balance just that I owe it. I am furious and so disappointed in this company!!!!!
Dear Maria,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
On 02/19/2019, the 1st installment of your XXXXXXXX shipment was processed in the amount of $29.31, leaving a remaining balance of $45.88.
However, as a gesture of goodwill and in an effort to fully resolve this matter, I have cleared the remaining account balance of $45.88 for your 02/19/2019 shipment.
Rest assured, your Proactiv�® account is now closed with no further balance owed. Nothing further will be shipped or billed.
Sincerely,
*** D.
Consumer Affairs
Proactive was ordered and without delay auto shipped - within a week -
GOT an RA and has been mailed back over a week ago
No refund when I know they have the product
Has to call them still will be another 3-5 days
If I had not called they would have not returned the $33.94 - money auto WD
Still another 3-5 days
Product_Or_Service: Proactive
Refund I feel the company should not be able to auto ship without oral approval from the customer - refund
Ms. ***
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*** XXXXX-XXXX
Date: 03/10/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Ms.
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 December 3, 2018. As part of the initial purchase, customers are enrolled in the Proactiv(r) member program and are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the order page of our website. The products are also shipped with information reiterating the terms and benefits of membership.
On December 27, 2018, per the terms of your agreement, your second 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. The first installment of $33.94 was billed at the time of shipping, with the remaining 2 installments of $33.94 each, being billed on January 24 and February 21, 2019, respectively.
On February 25, 2019, we received communication that you had returned your second shipment. While we have no record of its return, as a courtesy, refunds were issued for all 3 installments of $33.94 each, for a total of $101.82. As we are unable to control financial institution procedures for processing vendor refunds, we do ask customers to please allow 3 to 5 business days for the funds to post back to their account when a refund is issued.
Your Proactiv(r) account has been cancelled with no balance owed. Nothing additional will be shipped or billed.
Sincerely,
***
Consumer Affairs
I was provided with very poor customer service both with the chat online and when I called theri 800 number
I did their online chat and the person by the name of *** provided very poor customer service I asked if they could change my shipments so that I get only 1 kit instead of two and they proceeded to try to cancel my whole account and then tried to put it on hold when I never once said I wanted to do either and they had tried to tell me the cost was going to be more than it was for 2 kits I then had enough so I called their 800 number and still got very poor customer service to the point where I told them to cancel my whole account and I asked if I could make a complaint about the person online and they wouldn't even take the name down today's customer service was so bad that I will never do business with Proactiv again!
I think that they should refund my money since I have had such a very poor experience
Ms. ***
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*** XXXXX-XXXX
Date: 03/10/19
Complaint ID: XXXXXX
Account Number: XXXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
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 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.
Our records reflect you enrolled online for automatic shipments of Proactiv(r) on February 3, 2019. At that time, your initial shipment of two 30-day supplies was sent, with a cost of $29.95 each, for a total of $59.90, and was billed at the time of shipping to the credit card provided.
On February 21, 2019, we received your request to change your future orders to only include one shipment of Proactiv(r). At that time, our representative explained that future orders are 90-day supplies, which would be billed in three installments of $29.95 each plus s&h, for a total of $89.85 plus s&h. While the replenishment shipments are 3 times the cost of the entry kit, they are designed to last 3 times as long. We regret if there was any confusion regarding the cost of future shipments.
Also on February 21, 2019, per your Live Chat request, your account was cancelled.
Your Proactiv(r) account is closed, with no additional balance owed. Nothing further will be shipped or billed.
Sincerely,
*** D.
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
I am just going to accept their response bc I told them to cancel my account bc I was so not happy with how things went at all.
After several calls to cancel my shipments, they continue to send the product.
I too am in SHOCK that they have an A+ rating with the Revdex.com, given all the negative comments. I initially ordered this product in Nov 2017. However, I didn't use it fast enough to warrant another 3 month supply. So I called & asked them not to send another shipment until I initiated a call. Then responded by saying my my account was "on pause."
May 2018 an unauthorized shipment shows up!? I was irritated & called to let them know I was very upset since I did not authorize. However, by that time my product was almost gone so I kept it. But this time I told them to CANCEL my account & never to send me the product again. I have the "cancelation" email. OH...they had to audacity to ask if I'd also complete a "satisfaction survey." Needless to say, I ignored that request!?
Then in Dec 2018, her comes another shipment!!!??? I was beyond livid!!! I called to let them know I was going to return it (if they'd send me a shipping label), because I was doing the right thing. However, I made it abundantly clear that if they sent me any add'l products I would keep it & they would receive NO payment! This was bordering on harassment as many times as I've had to call & deal with them. So once again, I rec'd a cancelation email (Dec 28, 2018) & thought all this was over.
While I haven't rec'd any add'l products, I just got another email (*** 31) saying I still have a balance ($11.84) on my account from the SAME shipment in December!!!??? I'm beyond *** about this situation. I wouldn't wish Proactiv on my WORST ENEMY!!!!!!!!!!!!!!!!
I have the confirmation email where I have canceled my account/"subscription" with them. In addition, they sent an email asking for a customer satisfaction survey/"exit" survey. However, they are still trying to say I owe a remaining balance of $11.84 despite returning the entire unopened box using THEIR shipping label!?!?! All I want is for them to stop sending me their product & ZERO out my account. I don't owe them ANYTHING!!!!!!!
Ms. ***
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*** XXXXX-XXXX
Date: 03/03/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
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 you enrolled online for automatic shipments of Proactiv(r) on September 26, 2017.
On October 19, 2017, your second shipment, a 90-day supply, was sent for a total of $131.82 (including $11.97 s&h) to be billed in 3 installments over 28-day billing cycles. The first installment of $43.94 was billed at the time of shipping, leaving a remaining balance of $87.88.
On October 25, 2017, our records indicate you requested that your auto-billing be cancelled. At that time, you also elected to postpone your next shipment instead of cancelling your account. Your method of payment was updated to invoice billing per your request to have your charge card not be auto-billed.
On March 15, 2018, a credit card payment was processed in the amount of $87.88, paying the balance for your second shipment in full.
On May 3, 2018, per the terms of your agreement, your third shipment, a 90-day supply, was sent and invoiced for a total of $131.82 (including $11.97 s&h).
On May 8, 2018, we received communication you were not yet ready for another shipment. As a courtesy, the remaining balance of $131.82 was cleared for your third shipment.
On December 20, 2018, per the terms of your agreement, your fourth shipment, a 90-day supply, was sent and invoiced for a total of $131.82 (including $11.97 s&h).
On January 9, 2019, your fourth shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time, the remaining product balance of $119.85 was cleared, leaving a remaining s&h balance of $11.97. On February 21, 2019, as an additional courtesy, this remaining balance was also cleared.
Your Proactiv(r) account is closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
Truly appreciative that the Revdex.com worked so diligently to resolve. Thank you for your help!
I too am in SHOCK that they have an A+ rating with the Revdex.com, given all the negative comments. I initially ordered this product in Nov 2017. However, I didn't use it fast enough to warrant another 3 month supply. So I called & asked them not to send another shipment until I initiated a call. Then responded by saying my my account was "on pause."
May 2018 an unauthorized shipment shows up!? I was irritated & called to let them know I was very upset since I did not authorize. However, by that time my product was almost gone so I kept it. But this time I told them to CANCEL my account & never to send me the product again. I have the "cancelation" email. OH...they had to audacity to ask if I'd also complete a "satisfaction survey." Needless to say, I ignored that request!?
Then in Dec 2018, her comes another shipment!!!??? I was beyond livid!!! I called to let them know I was going to return it (if they'd send me a shipping label), because I was doing the right thing. However, I made it abundantly clear that if they sent me any add'l products I would keep it & they would receive NO payment! This was bordering on harassment as many times as I've had to call & deal with them. So once again, I rec'd a cancelation email (Dec 28, 2018) & thought all this was over.
Unfortunately, I just got another email (*** 31) saying I still have a balance ($11.84) on my account from the SAME shipment in December!!!??? I'm beyond *** about this situation. I wouldn't wish Proactiv on my WORST ENEMY!!!!!!!!!!!!!!!!
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We apologize that your account was not canceled upon your initial request.
As a gesture of goodwill and in an effort to fully resolve this matter, I have cleared the remaining account balance of $11.97.
Rest assured, your Proactiv�® account is now canceled with nothing further owed. No further shipments or bills will be sent to you.
Sincerely,
*** D.
Consumer Affairs
I have made several attempts to reach out to proactive about a balance of $51.17 from a package that I never recieved. I was told many times the balance would be cleared and everything would be handled. Recently I receive a piece of mail stating that the account is now moved into collections. Apparently the issue was never resolved and I was lied to. Yesterday December 26th 2018 I spoke with the 'supervisor? in the billinung department about this issue and the only thing she told me is that my account couldn't be cleared I needed to pay the balance regardless.
Product_Or_Service: Proactiv Kit
Order_Number: XXXXXXXX
Account_Number: XXXXXXX
Other (requires explanation) I would like for this balance to be cleared. My credit to not be harmed by such. Also to be taken out of collections.
Ms. ***
*** XXXXX-XXXX
Date: 03/03/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
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 August 24, 2017.
On May 23, 2018, per the terms of your agreement, your third shipment, a 90-day supply, was sent and invoiced for a total of $51.17 (including $8.97 s&h, and $3.35 PA Sales Tax) for which payment was never received.
As a gesture of goodwill and in an effort to fully resolve this matter, I have cleared the remaining balance of $51.17 for your third shipment. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
Your Proactiv(r) account is closed, with no balance owed, and nothing further will be shipped or billed.
Sincerely,
***
Consumer Affairs