by Kendra
(Columbia, MO)

I wanted to voice a serious complaint with Proactiv. After months of consideration and research on Proactiv, the product itself, and cost, I finally decided to join.

I was under the impression months before, AND AFTER my joining that I would be charged $39.95 each time I received my shipment. After I received my 1st month kit, my card was charged again for a greater amount 3 weeks later.

After calling customer support and clarifying that the shipment I was charged was my actual 90 day supply, I was okay…UNTIL I was told, complete surprise to me, that I was NOT to be charged only every 90 days when I received a shipment, but I would be charged for my kit ($39.95 +S&H) EVERY SINGLE MONTH!!!!!

I was outraged! There was NO information, on ANY page during my sign up, or in any of my months researching your product that I was to be charged MONTHLY and receiving my product every 90 days.

So calculating $40 bucks a month multiplied by 90 days, is $120 every 3 months I am paying for my kit!!!!! THIS WAS APPALLING!

False advertisement, and when I politely questioned my support agent why this was not made apparent to me during any of the process of ordering and signing up, she told me that I MUST HAVE BEEN MISTAKEN.

I in fact was not. I printed every page, read everything carefully, and not ANYWHERE was there clarification that I would be charged MONTHLY! I immediately canceled my membership. Before Proactiv, I had Neutrogena SkinId, I was charged $60 every 3 months for my kit, not a cent more!

I was completely taken that Proactiv was to be a better product and CHEAPER than Neutrogena because of the numerous emails, and mailed advertisements, and the website for procactiv.

Boy was I shocked to be completely DOOPED out of my money, and completely deceived. I just spent another hour observing the website digging the FAQ’s and terms of service, EVERYWHERE for this clarification, even in my account on the website! There was NO WHERE that tells your customers that they are being charged MONTHLY.

You honestly might want to be careful, because you DO have a better product and I’m sure many former SkinId users have thought once or twice about using Proactiv instead and making more of their money, but honestly, paying DOUBLE for Proactiv instead of what they get from Skin Id?

Which SkinId is honestly a great product, but I wanted to cut my costs, not increase them. I am severely angry about my horrible experience with ProActiv, and honestly very disappointed, I have seen results in the first month with Proactiv, but I am not about to all of sudden feed you more money after I was basically CONNED into what I signed up for.

There is not benefit in deceiving customers. Word does spread fast. I am sadly going to miss Proactiv for the short time I had it, but I will not be robbed blindly and quite honestly I am strongly considering taking this to some higher authority to get it investigated.

When only you are told by customer support agents these specifications of payment, that is NOT customer service, that is NOT good business, that is NOT honesty. And unfortunately, I have probably wasted my time typing this complaint.

But I will posting it in review boards elsewhere. If you’re going to sell such an amazing product, at least be honest and clear with customers in what they’re paying and signing up for…not flashing us with big shiny gimmicks and fancy fonts and “ONLY $29.95′s!!!!” and so on. Good riddance.

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