Proactiv Reviews 224

WORST customer service! Whether by phone or by email you have to repeat yourself over and over and over and still you get a form-letter/scripted response that has absolutely NOTHING to do with what you said/asked! There is no way to complain to anyone higher-up because the only people you can contact about the horribly inept service are those who are providing it. I will say, phone reps. are all extremely polite but it doesn't quite make up for the frustration and amount of time it takes just to get a single thing answered or accomplished (something I've experienced for a DECADE now).

AFTER you CANCEL your membership with them with the confirmation email, $0 account balance and assurance from the rep that you are done with them for sure, they charge your card several days after and send you another shipment just to make more last money from you! This is an absolute fraud, unauthorized and illegal activity by Proactiv and Taro Pharmaceuticals USA Inc. in general! They bill your card, no refund and no cancelations even though the “package” hasn’t left their facility yet… There are many reviews from other people stating this, however, I always thought that there were more to their stories, until I experienced this scam myself… Again, AFTER I officially cancel my membership with the zero dollar balance!!! I also had a recording of my conversation with the customer service representative confirming my account cancellation, I had the cancellation email as well as the phone log that I provided to the company, just to prove my point hoping they handle this situation professionally simply admitting their mistake and refunding the money, but they still said I needed to pay for the new package that they were going to ship (hello, how could you even legally do this AFTER my account has been cancelled???). So… BEWARE of this famous Proactive FRAUD!

By the way, here is the reason for my initial membership cancellation: the website has been down for more than a year, so you are NOT able to customize your shipment yourself at all and it takes hours (!) to reach someone from their inadequate customer service, but even they cannot do this from their side (unbelievable!), so I ended up receiving the same products for 1,5 years without an opportunity to customize my skincare routine…

This company makes it very easy to get enlisted in deliveries; however, they make it extremely difficult to cancel. I had to call because the cancel button online only took you back to what products you are already receiving. What a scam!!! They try to get you to sign up for other products before cancelling. I felt badly for the customer service lady for having to read me all of the things she was required to read to me. She was nice enough and didn't seem to get ruffled when I got mad. I was going to leave her a good review in the survey; however, I wasn't directed to the survey. Billing is also confusing, and I'm not 100% sure they don't owe me money after I cancelled. Would recommend that you just purchase Proactiv at Target instead of getting auto-delivery.

I would give a zero if it were possible. The absolute worst customer service I have ever come across. I called two months ago to cancel a subscription my teenage daughter accidentally signed up form they have since charged by card two more times. The most unethical company I have ever dealt with!

I love the Proactiv cleanser, however their customer service is horrible. To get anything done is like pulling teeth when talking to the representatives. It makes you want to cancel and not buy their products. Their website chat team is just as bad. I wanted to change my subscription and customize it. They take down that function temporarily according to their website. I asked the chat rep to just change my subscription. She ordered 3 cleanser and charged my card. I called to get it fix. The service rep canceled the order however when I wanted her to change my subscription and ship it to me she claimed she needed my card. Um no use the one I have set up automatically. She said I need to go online to hit the ship tab. Went online it'd still showing my regular 3 step package. It didn't use to be this bad and hard. I've been with this company since 2009. They have gone down.

Horrible horrible customer service. I’m a new Proactiv user the products work amazingly, but the customer service is just horrible. For one, one of my orders was cancelled but I was not informed until I called in to see why my shipment was being delayed and I couldn’t check the tracking information so it told me to call customer service. I was told originally by the first person I called I cannot remember her name, but she was nice. She told me both of my orders would be shipped by the 10th, when I called that Thursday since I still hadn’t gotten the product and the mail had already ran I got someone new this time, his name was Chris. Not only was he incredibly rude telling me that maybe if I didn’t choose standard shipping it wouldn’t be taking so long, but he also kept talking over me and told me he couldn’t hear me. But the funny thing is he seemed to hear me just fine when I wasn’t asking any questions when I was just talking to him about what the last representative told me he could hear me just fine but as soon as I asked a question he couldn’t hear me and kept yelling at me he couldn’t hear me with every single question. Which is just very interesting to me. Not only that but that same call he told me that one of my orders were cancelled and kept repeating the same information like it’ll be there on the 12th now and when I asked different questions which he still kept saying he couldn’t hear me at all for. But as soon as I asked to speak to another representative after he was trying to hang up the call he also seemed to have hear that perfectly fine. He kept telling me I didn’t need to speak with another representative and asked why would I need to so I told him I needed to speak to a supervisor and that’s when he wanted to be very kind to me. It took a good 14 minutes to be transferred over to a supervisor and when I was I was hung up on. Then today I tried to track my order since today is the 12th and I spoke with Bianca this time I was informed it’s not going to get here until the 15th. So I asked if it takes 8 days to send a product and she informed me that it usually takes 7-10 business days for shipping. When I informed her that I was told 3 different dates at 3 separate times she basically told me that there was nothing she could do and that’s why she gave me the tracking number so I can track it for myself. When I asked her if I was ever going to be notified of this if I didn’t call in she gave me no answer. I also informed her that I was charged for a cancelled order she told me that it was essentially out of her hands and that my bank would have to take care of it. Funny thing about that I called my bank before I even went into the chant and they informed me that never received any information that my ordered was cancelled or anything for Proactiv at all. She literally just kept repeating the same thing that my bank has to do it blah blah blah and that she would get in contact with billing to let them know that my bank never received anything and ended the chat after not answering me for 20 minutes. Not only do the customer service representatives need to be trained better, because they are not given the tools they need to be addressing customers in a courteous manner, but they also need to not yell at customers.

I have been a member of proactive for 19 years and my experience has always been great. The product works amazingly and I have been happy for nearly two decades until recently. Unbeknown to me, Proactive automatically ended my subscription because the line I used, 3-piece kit extra strength, discontinued their line. But rather than contact me to inform me of the line discontinuing and offering me another option (i.e. their standard option), I was booted off. I only learned of this when I called to request my next package. Not only did they refuse to have me subscribe (60 days, which they said they ended) for my original rate, they informed me that I had to get on a 90 day subscription and pay $30 more dollars than I was paying for nearly 20 years. The only thing they offered was 20% off my first order, but then the rate would go back up as if I was a new member. For that reason, after 20 years, I will be discontinuing my membership. This is unfortunate, as Proactive paid no mind that I had been a loyal customer for two decades. They have now lost me due to their inconsideration.

I will NEVER again buy this product due to bad customer service. I bought this for my teenage son, after receiving the second shipment I realized he was not using it daily so I called to put a hold on the subscription till he had used it longer to see if it was working. The gentleman on the phone was incredibly rude and condescending, telling me both my son and I should be doing a better job at keeping up with use. Thank you, I know I am not the perfect mother keeping up with a teenager and his daily hygiene, I certainly do not need you reminding me. I canceled my subscription and will not be returning!

Since Proactiv won’t post my review on their site, I am posting it here.

As a loyal customer of over 10 years, I am so incredibly disappointed and frustrated with Proactiv’s service as of late. I opted for a 3 month auto-renewing subscription for an easy customer experience. This has not been the case at all. Every cycle, I end up having to call customer service because there is ALWAYS some sort of issue. I honestly cannot remember the last time I was able to easily receive the products that I pay for. Whether it’s a box that is incorrect or missing items, or a scheduled shipment that does not ship on time or at all, I find myself receiving my SCHEDULED products 2-3 weeks late, every time. Their motto, “get clear skin that stays clear”, only works if we are able to receive the products on time and consistently, to avoid gaps in the acne treatment.

I absolutely love the products but going through the pain of receiving them every cycle is not worth it. If you are looking to get Proactiv, save yourself some frustration and find a similar company. That is what I will be doing.

I had been a Proactiv customer 19 years, so I can give good perspective. I was a member from 2003 until 10 minutes ago. My skin was a lot oilier when I was younger but the product still worked well for me. I also liked the face mask and emergency blemish treatment. For 15 plus years my order was 2 cleansers and 1 toner. I eventually spaced my shipments out to every 5 months as I had a bit of a surplus and down to needing to only use it once a day as my skin has changed. This has gone flawlessly and customer service had been great until several months ago. 3 shipments in a row came in with only 1 toner and no cleansers yet I was charged full price. They also switched me to every 2 months shipment without my authorization. I was super patient and called them each time. Sure, they would send me the two cleansers but then 2 months later I got a shipment and charged full price again and only one toner. After the third time of this they were to send me the 2 cleansers that I didn't get again. Got the box today and guess what? ONE TONER! And that was to be the correction shipment! I was already going to cancel anyway but called and told them to cancel not only my membership but also the outstanding balance they showed for my last incomplete shipment. The guy tried to convince me not to cancel but he was just reading from a script. He said I had a great price being a long term client and if I came back later I would have to pay double, blah blah. Too bad. I gave way too many chances for them to correct this and they kept screwing it up. Even as he talked to me he said he could send me 2 more toners when what I already said I was missing was 2 cleansers! Proactiv is probably trying to weed out the folks paying the lower price by screwing us over on shipments sent incomplete or more frequently to get more $$ out of us. I am not rich and can spend my $$ wisely elsewhere. Rather sad they don't care about losing long term customers but as long as they scam in enough money and provide poor customer service teams that don't care, well then I don't care either. Used to be a really great and easy company to work with but no more. I am sure I can find good products now for my skin elsewhere. Now to call my card company to tell them to block any further charges Proactiv may try to sneak in. Good luck everyone on your own skincare journey.

AWFUL CUSTOMER SERVICE. Charged my account $200+ for my “subscription” I never agreed to. Did not send me any emails regarding my order before charging my card. I called to cancel the shipment only 10 minutes after receiving the email, and they said my order was processed and there was nothing they could do. Called customer service twice, absolutely the worst to the point where I think this is a scam. The product is great but this company is a scam and will charge your card with no warning and no way to get a refund. Now I have to work with my bank to get this money back. 0/10 do not recommend. Shame on Proactiv.

I had ordered proactive before. I should be able to order again.. WRONG! The customer practice customer assistance couldn’t find any nor repeat any of my name or numbers I was giving her. The proactive ID # was not even one she could find. Therefore leaving me out of the proactive ordering club to order what I needed. I believe this is done deliberately. I had NEVER been so mad in my entire life. I know something like that shouldn’t had gotten me so angry but I had been round and round with this woman for nearly a hour with numbers and even spelling my name and address wrong. My anger got the best of me and I am not proud that someone was able to get me so worked up but to all those of you who order from proactive, even though I love the product, the customer service makes it close to impossible to enjoy it. I went to our towns cosmetic store and bought what I need and I won’t have to ever be in that position again. Just wanted to write this to forewarn anyone ordering proactive from the direct store to save you from any un- wanted anger coming your way.

I have been calling proactiv each month since March and requesting a cancellation and refund and they keep charging me. Customer service is not only impolite but also won't do their job. If you request escalations you are dissuaded by the agent that we will be told the same things by the supervisor.
The products burned my child's skin badly and yet proactiv is not canceling the service. They have cheated me of almost $300 to date. When you insist that they escalate to a supervisor they put you on hold for extensive periods of time and eventually disconnect.

Although the Proactiv product is great, Proactiv has very deceptive billing cycles. Please do not allow them to automatically charged your account because you will regret it. The billing amounts are not explain thoroughly by "customer care" agents. The billing will not be equal amounts monthly and may even happen (all of sudden) twice a month. No communication and no break downs are able to be provided to you. As Proactiv is currently billing my card for a recent order, I was told I still owe a 'late billing' amount. Wow! Please do not sign up for automatic billing. The person I chatted with would not even allow me to interpret this billing mystery and rushed me through our chat and even closed our chat and just told me to call customer support. Didnt even say good bye! No way will I ever fall into this trap again. Great product but terrible service and 'monthly billing'. This is a deceptive practice that you will be receiving a formal complaint for.

Started a subscription and nothing is set to ship to me until NOVEMBER. I've tried emailing them to no avail. I will be canceling before ever even receiving anything! Whoever is reading this, just buy it from Amazon! You won't get the free scrub brush but it's way easier and you will receive it in a few DAYS, NOT WEEKS.

Edit: Not until I went to cancel my sub did anyone tell me what was going on. They're having delays on 90 day MD at the moment and they sent me a free 30 day kit to hold me over. November is supposed to be my next shipment.

Do not use these products! They do not work!!!
Also terrible customer service and if you order online or buy a membership they take your money and don't ship anything!!!! I have wasted so much time making calls to customer (dis)service.

Please learn from my mistakes and do not use these products. Yes they work initially to clear acne but once you stop using them, your skin becomes so thin, weak and apparently unable to handle the sunshine like it once did. I am now left with brown pigment patches on my forehead and top lip, that become even more accentuated on a sunny day. These products are terrible. If I could turn back time and keep my acne instead, I would.

I liked the products more gentle than the generics from insurance. When my acne stopped and my skin dried they wanted to sell me something else for wrinkles I did not yet have.

Better to purchase new on ebay from a reputable seller and then the is no club or membership.

“We make a great product, so let’s figure out a way to completely screw over customers!”

- “How about we charge $15 for each shipment and call it a ‘base fee’! Split order payments into three, they’ll never know!”

“That’s brilliant!”

Great products (imo), but unfortunately this company is duplicitous trash. I never even noticed it, so who knows how long I was charged just for being a customer.

Did nothing for my acne and actually made things much worse. It's ridiculously expensive too.