Geologie Reviews 

Reply from Geologie

Updated Mar 20, 2024

Hey Clara. Sorry to hear that you feel this way. Our support lead has reached out to you personally to see how we might be able to get you taken care of, and we're happy to provide some additional information and context regarding your experience in the meantime while we await your response.

Our team takes subscription detail transparency very seriously and works to communicate the length of the trial period, the subscription's ongoing costs and subscription management options with customers at several points along the purchasing journey.

We first outline these key details in our diagnostic results, where customers are made aware of the trial period's length, the ongoing cost of the membership after the trial period ends, and trial cancellation and order return policies. We then reiterate much of this information on the checkout page, where customers must explicitly acknowledge and consent to these terms by manually marking a check box before making their purchase. If customers do not manually mark this checkbox, they may not proceed with purchase of their personalized subscription trial. We then rehash these details in our post-purchase order confirmation email and prompt customers to take advantage of flexible account controls to update any membership preferences they might need before moving forward with their first full-sized order before the end of the trial period.

Our team double checked our records and was able to confirm that you received and opened an upcoming order email from us prior to the processing of your first full-sized order and unfortunately did not cancel your membership, make any needed adjustments, or respond to our support team if assistance was needed.

We are deeply committed to maintaining the highest quality standards for our customers, and once our products have left our facility, in order to preserve the integrity of each item, we are unfortunately unable to accept a return of them. We understand that this policy might be different from what you're used to when ordering online from retailers in other industries and genuinely appreciate your understanding that, as a small personal care business, it’s crucial for us to prioritize our customers’ health and safety. Within the skin care space, returned goods must always be disposed of because the safety and efficacy of the products can no longer be ensured after they've left our possession. Our team is always happy to lend a hand with any needed regimen adjustments when given at least a business day or two's notice prior to an order processing.

Hope that additional info helps, and please don't hesitate to follow up with our success lead with any remaining questions.

Reply from Geologie

Updated Mar 18, 2024

Thanks for your review, Joey. We requested additional customer details from you to try and link your experience back to an account or email address in our system, but we unfortunately didn't hear back from you. We're happy to address your concerns generally until you decide to respond to that request and let us lend a hand more directly.

To be clear, we communicate membership details with customers transparently before, during and after purchase of any trial order that entails a subscription for recurring orders. If customers choose to purchase a discounted trial regimen with us, they are required to acknowledge and explicitly consent to our membership terms on our checkout page, otherwise they are not able to complete the purchase. From there, customers are then welcome to update their membership preferences with us at any time by logging into their account and taking action if they decide that the subscription is not for them.

We have a robust series of FAQ pages on our site, and our support team is always happy to help assist when contacted. If you haven't found our membership cancellation FAQ or reached out to our support team for a hand, I would advise doing so or responding to the request for customer details we sent your way via Trustpilot so that we can ensure you're taken care of. Our customers are always in the driver's seat when it comes to their preferences, and we're happy to point you in the right direction if you're having any trouble navigating the account portal.

Reply from Geologie

Updated Mar 4, 2024

Hey Kat. Sorry to hear that you feel this way. Our support lead has reached out to you personally to see how we might be able to get you taken care of, and we're happy to provide some additional information and context regarding your experience in response here.

Our team takes subscription detail transparency very seriously and works to communicate the length of the trial period, the subscription's ongoing costs and subscription management options at several points along the purchasing journey. We first outline these key details in our diagnostic results, where customers are made aware of the trial period's length, the ongoing cost of the membership after the trial period ends, and trial cancellation and order return policies. We then reiterate much of this information on the checkout page, where customers must explicitly acknowledge and consent to these terms by manually marking a check box before making their purchase. If customers do not manually mark this checkbox, they may not proceed with purchase of their personalized subscription trial. We then rehash these details in our post-purchase order confirmation email and prompt customers to take advantage of flexible account controls to update any membership preferences they might need before moving forward with their first full-sized order before the end of the trial period.

Our team double checked our records and wa able to confirm that you received and opened an upcoming order email from us prior to the processing of your first full-sized order and unfortunately did not cancel your membership, make any needed adjustments, or reach out to our support team for assistance. We are deeply committed to maintaining the highest quality standards for our customers, and once our products have left our facility, in order to preserve the integrity of each item, we are unfortunately unable to accept a return of them. We understand that this policy might be different from what you're used to with other online orders and genuinely appreciate your understanding that, as a small personal care business, it’s crucial for us to prioritize our customers’ health and safety. Within our industry, returned goods must always be disposed of because the safety and efficacy of the products can no longer be ensured after they've left our possession. Our team is always happy to lend a hand with any needed regimen adjustments when given at least a business day or two's notice prior to an order processing.

Hope that additional info helps, and please don't hesitate to follow up with our success lead with any remaining questions.