Reply from GeologieAug 4, 2023
Thanks for your review, Shannon. It sounds like our customer success manager got you taken care of, but we're happy to address your concerns more generally and publicly.
To start, our team communicates subscription details transparently in many places before, during and after checkout of any order that entails a membership for recurring orders. We outline how our subscriptions work, their ongoing pricing, and what your estimated processing date would be for the first full-size set after trial in our diagnostic results; we require explicit consent be given by customers to enroll in a membership at checkout before a subscription is generated; and we also provide additional info on policies and account management in our trial order confirmation email, where customers can also opt into receiving upcoming order notifications.
Our team reviewed our account logs and email communications and we unfortunately have no record of you logging into your account with us and canceling your subscription prior to this first full-sized order processing. If you had completed cancellation via our cancellation flow, you would have received a confirmation email at that time for your records and fallen into our lapsed customer email segment, leading to additional follow-up outreach regarding your cancellation and how our team might be able to assist.
As mentioned, we do also offer upcoming order notifications as an opt-in, accessible by customers in two emails post-purchase. We have many customers who choose to "set it and forget it," but know how important it can be for some customers to keep up with account management. We do not see that you opted into those communications with us.
Our team is always happy to work with customers one-on-one to ensure that their regimen fits their skin's and budget's needs, and we never want pricing to be a barrier to skin health. Likewise, we can certainly empathize with being out of work and were happy to let you simply hang onto this latest order, on us.
While we understand your frustration and appreciate you sharing other reviews with us, we'd encourage you to look at the many other positive reviews we've accumulated that far outweigh the negative. One of the unfortunate inevitabilities of being a largely subscription-based business is that customers simply forget about their membership and do not update their preferences, even when our team provides clear and transparent communication and flexible account controls. We want all of our customers to be in the driver's seat when it comes to managing their orders with us and are always working to further improve the experience where possible.
Apologies again for the inconvenience, Shannon, and don't hesitate to follow back up with us if you have any other questions or concerns, or if there's anything else our team can assist with along the way.
