ComplaintsforProactiv Company

• Initial Complaint

  11/22/2021

  Complaint Type:

  Problems with Product/Service

  Status:

  Resolved

  More info

  I ordered proactive for my daughter. When I went to cancel it I tried to do so on the website because the phones were down. I did get a response from someone But my account was not Canceled. I then tried to cal for several weeks and the phones were Not working. When i finally did get ahold of someone they said they cancelled my account but then I got another email saying a shipment was on the way. I checked and this has happened to many people. I called again and told the, I was not paying for any additional products as I had already canceled my account. I wait to see if any charges will be billed. This place needs dealt with! It's ridiculous and I've wasted to much time on trying to cancel one subscription! *****

  Business response

  11/30/2021

  Dear *****, Thank you for contacting us through the Better Business Bureau. 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. Upon checking on our system, your subscription is already canceled, we can also see here there's an order that have been processed for the month of August and November. Order# XXXXXXXX and XXXXXXXX have a remaining balance of $141.05 each. It is advertised that The Proactiv Company products are backed by a 60-day guarantee and may be returned within the first 60 days after the product ships for a refund (less shipping and handling). The return policy is included in each package. ***** *********'s package was shipped on 11/21/2021 and must be returned on or before 01/19/2022 in order to qualify for the refund. To date, the package has not been received back by our company. Shipped to 1913 Atlantic Ave. Lawrenceburg, IN XXXXX-XXXX US as confirmed by the FedEx website and the tracking number of the order is XXXXXXXXXXXXXXXXXXXX. We really apologize for your trouble canceling your subscription on our website. We are already done updating on our system, so we can avoid this kind of scenario happing again.

  Customer response

  11/30/2021

  (The consumer indicated he/she ACCEPTED the response from the business.) First of all, I should have never been sent anything in August or November. I sent emails staring on june 9. The last email was August 25. I also called beginning in June but was not able to get through until AUGUST!! Your phone system was down!!! This service is so beyond horrible I can barely believe it. You will not be receiving any payment from me for anything!! The last conversation I had with your horrible customer service told be nothing needed returned and I would be charged for nothing!!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩