Proactiv’s earns a 2.9-star rating from 119 reviews, showing that the majority of skincare users are somewhat satisfied with their acne treatment products.
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denied cancellation
I placed an order online with Proactiv today at 10:30am. By 3:30pm I called the 800 number to cancel the order and was given a complete run-a-round. I was told I had to let the product be shipped, they will charge my credit card, and then I can return it. I placed the order 6 hours ago, I do not want my card charged and I certainly don't want to deal with the hassle of returning something I cancelled 6 hours after I ordered it! I received a confirmation email stating the product would be delivered in 2-3 weeks, and they can't cancel. Sounds like a scam to me. I do not want this and I want it canceled NOW. I am very angry.
scam!
They continue to charge you, even after you've begged them to stop !
Their product doesn't work.
When you contact their Customer Service Dept, they ignore you.
When you post something on their Facebook page, they ignore you.
When you email them, they reply with a blanket email response that has no meaning or substance.
When you return to them an unopened box, which you never asked for, they ignore the receipt of this returned box.
As soon as I find out how to file a lawsuit vs. them in CA (even tho' I'm located in NJ), I will.
If anyone wants to join me in a Class Action suit, the more the merrier !
The complaint has been investigated and resolved to the customer’s satisfaction.
rip off
I signed up for one time only online and ended up paying more than what they offered me. Then i called and talked to a customer service representative . I told the representative about this situation and the representative told me that if they didn't sell it for good, they wouldn't have sold it to all people like me that are blind enough to be ripped off by them. Also the representative told me that they have the licenses to rip off people. I paid for one ended up paying the 5x more for that little free gift. Pro active is not so good as people say. Finally, people (and i also) don't know how much Pro active really cost.
Ill totally share this to all my friends. Because this is not fair to everyone. EVERYONE OUT THERE YOU SHOULD SHARE THIS BEAUSE
SO THIS SITUATION WON'T KEEP GOING ON PAYING TO THOSE THAT DON'T HAVE AN A IDEA WHAT'S GOING ON.
The complaint has been investigated and resolved to the customer’s satisfaction.
proactiv is a scam for cancellation policy
Proactiv Cancellation Scam!
I wanted to cancel after 30 days of using the shipment (small bottles because 1st month trial supplies) because it made me break out even more worst than before. After calling them and talking to your "specialist” Robert, I somehow let Robert convinced me to not cancel and to continue on with using their products because he said that my outbreak will get worse before it can get better and I still have 60 to get my money back guarantee if it's not working out for me or if I'm not satisfied with their products and a new ship (2nd shipment for 90 days worth of supplies) is about to be shipped in a week to me. One important detail he left out which he intentionally failed to mention to me) was that in order to get a refund back I will need to keep all the bottles they sent me (empty or not)! At that time I still had my empty bottles, but ended up throwing them away because it doesn’t say anywhere on their website that you have to return the bottles for refund…it just says “60 days back money guarantee” if not satisfied and the specialist I spoke to never mentioned it, knowing that I really wanted to cancel within 30 days. In addition, he made it seem like it was easy to cancel and get money back by just calling them back to cancel and you will get money back if you cancel within 60 days. Now I’m not getting a refund! All this was very misleading and just a scam to get your money! On top of that I am being charged $108 for my 2nd shipment of 90 days supply! Total cost and charges about $151...yikes! I hope they don’t continue to charge me even after I have cancelled everything just recently. But I won’t be surprised if they do after reading all these Proactiv complaints. Customer service is definitely terrible when you want to cancel! Also, this product doesn’t work at least not for me…I ended up with more outbreaks and swollen, red, itchy, dry eyelids even though I did not use this product near my eye area (very strange allergic reaction, I guess). Hard lesson learned here and I will never recommend anyone to buy online because this is how they get you for your money!
The complaint has been investigated and resolved to the customer’s satisfaction.
ripped off
I ordered the initial kit from proactiv and not only did it make my skin worse, THEY RIPPED ME OFF! It is almost impossible to cancel (have to call in and wait on hold forever) and even after I did they sent me another kit, or at least so they say. I moved from the address, which is one of many reasons I canceled my "subscription" and yet I received a letter from a shady collection agency (SKO Brenner American) saying I owe $67.89... Tried calling proactiv and of course they could not help. Do yourself a favor and save your time, money, and skin. STAY AWAY from proactiv!
The complaint has been investigated and resolved to the customer’s satisfaction.
overbilling/no cancel policy
Signed up for a one time purchase, but paid with card. Ended up being an every month purchase for $60+. They over withdrew my bank account, wouldn't let me cancel, and told me I was responsible for shipping anything back. The 60/90 day money back guarantee is a lie. They don't cover shipping fees, over withdraw fees, or other associated Proactiv fees. Possibly the worst company to do business with.
The complaint has been investigated and resolved to the customer’s satisfaction.
Charges I did not authorize
I have tried to cancel with PROACTIV Solution. I keep getting charged for the product...Extremely frustrating.
The complaint has been investigated and resolved to the customer’s satisfaction.
I ordered a 30 day proactiv teen kit but I'm charged for 90 day kit. I called the customer service about it and the customer rep says even if we ordered for 30 days, its auto delivery for 90 days. Realized that its Proactiv's way to con people and keep charging for the orders that you did not place. They simply say, there is some confusion with the order you placed and they will apologize but your money will not be refunded. I feel so cheated by them.
Overcharge - Mis represent cost
3/12/2012
To: Proactiv Solution – Billing Department
From: Tony Romano
I ordered the product early December 2011 (a few small bottles of solution and a brush) for my wife as a Christmas gift. She and I are both senior citizens. Almost 70.
After I presented the gift to my wife she thought it was funny – believe me she does not have acme.
Shortly after that we received another package of your products. I phoned our company and explained that I did not order anything other than the original package.
The phone person for Proactiv asked me if I opened the second package. I replied that I did not open the package. I was instructed to address the package back to Proactiv and I would be credited for the return. I mailed the second unopened Proactiv package from our local USPS mail facility to your company address.
On January 10, 2010 after speaking to another representative on the phone I received the email from Proactiv addressed to me and showing “Account Cancellation Confirmed”. *A copy attached to this fax.
I have never received credit $19.95 for the second package. To make matters worse you have billed my credit card again on February 23, 2011 for $19.95 a total overcharge of $39.90.
When I phoned this evening March 09 in the evening your phone operator advised me that he did not see any bill to me for February. Attached is a copy of my credit card billing showing the $19.95 on February 23rd .
I will wait seven days from the date of this fax and documentation sent to you. If your company has not communicated to me in writing regarding the appropriate credit and the amount of that credit I will seek a formal solution.
Respectfully,
The complaint has been investigated and resolved to the customer’s satisfaction.
Sucks to be you
Fraudulent Business Practice
I have had the same experience as everyone else on this board. The only way to address this appropriately is to go directly to the Attorney General's website for IA and file a consumer complaint.
The following link will take you to the online form, http://www.state.ia.us/government/ag/file_complaint/online_2.html
Also, if someone sends you unauthorized product you can keep it at no charge. The company has no authorization to charge your bank account, which is a felony, and you can inform you bank to refund or block any charged from Proactiv.
The complaint has been investigated and resolved to the customer’s satisfaction.
overbilling
On December 3, 2011, I placed an on-line order for the Proactiv Kit for $35.95. The next day I received an e-mail stating that my card was not accepted. I called in and spoke to a representative and he told me not to worry that the order would still be processed. On December 5 I was told that my order could not be processed and to try another card. I don’t have another card so I told the representative to disregard and cancel my order. Obviously, this was totally ignored by incompetent workers. On December 8 I went to the mall and purchase one tube of refining mask for $31. This is money that was withdrawn from my account. On December 16, I received an advertisement from Proactiv and I called and instructed the representative to please, please, make sure my account was closed. Also, refrain from future communication in regards to ordering items. I am only interested in my refund. I also spoke with Billing Specialist, Barbie and informed her that I had indeed cancelled the order and due to the negligence of Proactiv representatives my bank account was negative -$37 for ISF. She stated she would refund me the $35.95. I thought I was done with Proactiv, but this is when the trouble began. On December 17 I received an e-mail from Proactiv at 6:18 am and on the same day I responded (see Doc #1). A few days later I received a 2nd kit. Now my account is even more in the red. I called and spoke with representative Laura on December 21. She assured me that my account was indeed closed and that I would receive a total refund. I still had doubts of the ability of Proactiv representatives, so I called December 23 at 7:03 am and spoke with Mark during which time I requested a supervisor and was connected to Beth. Of course Beth tells me the same thing Barbie did which is of little satisfaction. After returning home from a family holiday event on December 27, I find a letter from my bank (see Doc #2). FYI: And make sure you read the last sentence that is underlined in the bank document. Now, I am charged twice for ISF and will be charged $10 per day until my account is at a plus. As a potential customer I did everything necessary to cancel this transaction short of driving to the corporate office and it was still fruitless. I spoke with Billing Specialist, Sandi on December 27 and of course had to repeat the same information again. This company needs to heighten their training. There is no excuse why this activity went on for more than 2 weeks. You people have the same information on the same computer screen. You are either lazy, incompetent, careless, or all three. And if the bank contacts me with additional charges I will forward them to you and if necessary to the BBB. After this situation is resolved, remove my name permanently from Proactiv.
Dorothy Woods
4827 N. 47th Street
Milwaukee, WI 53212
[protected]
refusal of money back
Proactive is absolutly the worst company I have ever had to deal with. For starters, their product DOES NOT work and their automatic billing is the stupidest thing I have ever head. You can change the frequency but you can't just decide to order it when you want. After I cancelled my subscription because the product didn't work I was sent another solution. I called up their customer service and the agent told me to send it back and make sure I keep the tracking code. I though this is great! She is telling me the best way to get my money back. Wrong. They do not care about our tracking codes or anything. It has been over 2 months and I haven't recieved any money back. Almost $90. So I emailed them with all my information and they just sent me a standard email back saying it was past the 60 day return policy and they wont help me. I returned it well within the 60 return policy dates and they still wont help me. They just keep sending me automated emails. I am so furious with this company. BEWARE!
The complaint has been investigated and resolved to the customer’s satisfaction.
This product was AWFUL! IT DRIED OUT MY SKIN, and it caused damage! Don't purchase it. None of the products work. The scar removal was not included in the package as promised.
taking money from my bank
i ordered some trial tablets from proactive for which i had to pay postage which i did i had read the terms & conditions and knew if they didnt work i could cancel within 14 days but i didnt receive the trial tablets so i had forgotten about them but when i looked at my bank statement the company has taken £75 from my account i didnt cancel because i didnt get the trial now im told i cant have a refund i wasnt expecting this money to be taken from my account so it has resulted that i cant cover my monthly outgoings from my account
didn't order but have been charged
I ordered proactiv online because I saw advertising on tv that it is only about $19-20 for 3 steps acne treatment. However, I ended up ordered about $30 something bucks because I decided to get an extra item. On my proactive account stated that my shipment frequent is 90 days or (3 months). At first I expected that I receive same package in every 3 months but I was surprised within 20 days. They billed me $60 something dollars so I called them why I was charged for the product again when its not 90 days yet. They explained confusingly that it is 90 days supply. I still do not understand what that is so I asked to cancelled any further shipment, the customer service said I will not receive or charge for any further shipment. And if I return, I will get refund for the product price. Once I received the 2 package that they charged me, I decided to keep them because I dont want to pay for extra shipping fee that I have to ship it back. I thought I had a peace of mind because of the called I made ealier. However, about a month later, I am charged again at $29.95 and they said I will be charged again next month for $29.95 because I didn't return it the ptoduct. This is shady and seem like fraud to me because I didn't sign up for monthly payment unless they tricked me while I ordering it the first time.
The complaint has been investigated and resolved to the customer’s satisfaction.
my wife signed up for proactiv last year.
i saw the charge to our credit card and questioned her what it was. she told me it was for our teenage daughter. there would be 3 chrges of $29 dollars to our credit card and that was it.
after i saw the 3rd charge, i called proavtiv to make sure it was done. they then said there was 1 more charge comeing and then the account was closed. that was in june of 2010. in november of 2010 i received a bill from proactiv stating i owed them an amount of $68 for a package i recieved from them. i spoke to a gentlemean named patrick that showed that i did cancell the account in june, but they sen out another package by mistake. I confirmed we recieved no package. he said he would send a letter stating there was no delivery, and would make sure my account was cancelled.
as i was witing for this lketter to fill out, i recieved another bill from them 30 days later. i called again in january of 2011 and spoke to a eric. he said he sees where i cancelled the account in june and then spoke to patrick, and he would send out this letter to state i recieved no package (as if the burdon was on me to prove i recieved no package rather than them to prove that i did recieve it). i recieved an affidavit from them and filled it out anyway. i sent it back and that was that. then today 7-5-2011, i recieve a letter from a collection agency that i owe the money to them. i called proactiv and spoke to them about how discusted i was, and how negligent they were for this entire mess. a supervisor named mellisa told me one it goes to collections they cant do anything about it. i said what about the affidavit i sent back. melissa saked me "why didnt you follow up about it ?".
WHAT !? I recieved nothing else from them ! she stated they sent a bill in february, march and april.
I said if that was the case (we recieved no letters), it didnt matter anyway. proactiv was 100% negligent of this whole situation. And i said "if my account wasnt cancelled, how come my credit card was no longer charged?". melissa said "they removed my credit card in september". i said AH HA !, that PROVES you closed my account !. they then said it was my problem., when i informed her she was being recorded, confirming that i cancelled the account and spoke to people several times confirming it, she informed me "you cant record me !". i said "this call may be recorded for fraud reasons". she then hung up on me.
keep billing you - without your knowing!
I own two websites and shop online daily, so I don't consider myself somebody that can be easily duped by a website! And yet, somehow, I got tricked into Proactive. I'm a careful online shopper - not some old lady that can be tricked into donating money to a Nigerian Prince via e-mail! - and yet when I ordered, I didn't notice that APPARENTLY somewhere it says that they will keep billing me. I kept trying to cancel, but they alleged that I'd already signed up for a 90 day supply. They are so rude on the phone and I expected so much more from a large, national company. They are NOT honest and clear about this ongoing subscription at ALL. BUYER BEWARE!
The complaint has been investigated and resolved to the customer’s satisfaction.
fraud
Do not order ProActive. I have now cancelled twice. I filed a fraudulent complaint against this company with my bank. However, they tell me the only way I can keep them from future charges is to cancel my charge card and get a new one. I am furious!
When I placed the initial order, I was never told that I would need to cancel a "membership". Why would I want or even need a membership to purchase acne wash? After receiving the "membership" shipment, I held my temper and cancelled on March 15, 2011. You guessed it, I just got another charge. WHAT? I shop online religiously and have never had a problem like this. ProActive is an absolute scam and the WORSE experience I have ever with a company.
fraudulent credit card charges
ProActiv continued to charge my credit card after cancelling product.
The company is unwilling to refund charges and Francine actually informed me that I needed to dispute their unauthorized monthly charges with my bank. I reported this activity to my credit card company as FRAUDULENT credit card charges by this company!
The complaint has been investigated and resolved to the customer’s satisfaction.
Dear billings unauthorized 2x,
As a fellow consumer I'm emailing you out of support to say you're not alone! Sounds like you are going through exactly the same problem as me.
Like you, Guthy Renker also continued to charge my credit card without my consent (after I ordered Proactiv skincare from them only once online.)
When I questioned them, they told me I had joined their dubious 'membership' program which allowed them to keep on billing me! I was outraged. After Googling 'Guthy Renker scam' I realised I had been duped and was not alone. Thousands of customer complaints came up mimicking my exact problem. Everyone was complaining about unauthorised charges to their credit card.
I'm trying to contact as many people as possible & outlining what I've done to stop my credit card being charged. Hope it's of some help:
1. Make sure you have written proof of your cancellation! If you haven't done so already: Write an email to Guthy Renker (customerservice@guthy-renker.com) and state you want to CANCEL your membership. This written proof is crucial. Keep a copy of this email. Another good idea is to write a formal cancellation letter and send via registered mail.
2. Sounds like you have filed a formal complaint with your credit card provider to dispute all your unauthorised charges. I mailed my credit card provider hard copies of my written cancellation requests to Guthy Renker which helped.
3. VERY IMPORTANT! File a written complaint with the Better Business Bureau in the US. https://odr.bbb.org/odrweb/public/getstarted.aspx.
A journalist I contacted about this has done some research into this issue - What they've found is that it appears that many of us are posting complaints online in forums. This is great BUT the journalist was advised by a US govt agency that we ALL need to file complaints against Guthy Renker officially through the BBB webiste. The process doesn't take very long.
I personally also contacted my credit card provider and got a brand new credit card issued. (I felt if I didn't do so, I would have kept on being charged by Guthy Renker despite my wishes and cancellation requests.)
I hope you're able to stop the unauthorised charges on your credit card. I'm 5 months into my battle with Guthy Renker and Proactiv.
Please let me know how you go. I will keep following this thread.
Hi there, I work in Proactiv's corporate office. If you're having an issue that you feel hasn't been resolved through our call center representatives, please email our corporate customer service team at customerservice@guthy-renker.com with your first and last name, zip code and complaint, so they can investigate for you. If you have your account number, that would be great too.
charged twice
I ordered the proactiv 3 step system and paid 19.95, however, I was charged again a few months later in the amount of 27.94. I did not purchase anything, so I don't know why I was charged.
Lol fellow proactiv users. I find it funny that all you have to do is read what you agree to especially when ordering online it says it clear as day that you will contiune to get shippments. But being click happy and assuming what it says you agree to anything and give out you card number and then call proactiv employees who had no control over what you did and yell at them like its there fault. Grant it! what GuthyRenker does is a bunch of bs and they do use cleaver wording to get you to sign up but you do indeed sign up and then yell ay people who have nothing to do with that making you a fool... sorry
Dear tbirdgirl09,
As a fellow consumer I'm emailing you this advice to hopefully save you the distress of going through all the trouble I, and thousands of other Guthy Renker customers have gone through worldwide.
Like you, Guthy Renker also continued to charge my credit card without my consent after I ordered Proactiv skincare from them only once online. When I questioned them, they told me I had joined their 'membership' program which effectively allowed them to keep on billing me! I was outraged. After Googling 'Guthy Renker scam' I realised I had been duped and was not alone. Thousands of customer complaints came up mimicking my exact problem. Everyone was complaining about unauthorised charges to their credit card.
What I recommend you do IMMEDIATELY:
1. Write an email to Guthy Renker (customerservice@guthy-renker.com) and state you want to CANCEL your membership. This is crucial. Keep a copy of this letter.
2. File a formal complaint with your credit card provider and dispute all your unauthorised charges.
3. VERY IMPORTANT! File a written complaint with the Better Business Bureau in the US. https://odr.bbb.org/odrweb/public/getstarted.aspx
I also cancelled my credit card and was re-issued with a new one. I did this as Guthy Renker kept on billing me even AFTER they confirmed my membership was cancelled! This is something worth looking into.
I hope you're able to stop these unauthorised charges on your credit card. I'm 5 months into my battle with Guthy Renker and Proactiv.
Please let me know how you go. I will keep following this thread.
Hi there, Please contact us directly so we can look into your account and help you resolve this. Send an email with your contact information to customerservice@guthy-renker.com - with your account number if you have it - and the corporate customer service team can look into what's happening.
Cancelling my order
I ordered proactive for my son to use. He used it the first month, but didn't work.I called to cancel, so that they won't charge my credit card every month. I called 3 times, to my surprise I still recieve their product and they still charge me for thet.I called my credit card, they advised me to return the product.I am so frustrated with them, they tell nothing but lies.They lied about the date of my first call, lied about sending a confirmation letter via email to show order cancellation,
This is the worst company I have yet to deal with.
LIARS, THIEVES
Same thing here.. I have canceled at least 5 times and even called back to verify the cancellation and a couple months alter they charge/ship again.. My bank even called them as part of a fraud resolution on the disputed charge and they LIED TO THE BANK and said I never canceled and am still an active member! What BS this is after canceling multiple times with multiple confirmation calls! PROACTIV is a POS company to deal with. A true world class slum shop!
Keeps billing me wont return money
Proactive is the worst decision you will ever make!
I ordered one 19.99 package the next month without me buying any other they just sent more and more and more I called and said I dont want anymore I want out.. And they said okay well this would be the last time you will receive anything and here goes now.. Charged 27.60 for something that havent asked for didnt receive and definetly dont want.. Specially since it does not work!
Please please please please do not order from proactive, they are just a scheme!
THIS COMPANY SUCKS. I TOO ORDERED THE $19.99 PACKAGE AND WAS CHARGED $30 THE NEXT MONTH EVEN THOUGH I CANCELLED THE ACCOUNT 2 WEEKS AFTER I RECIEVED THE PRODUCT. THEN THEY HAD THE AUDACITY TO CHARGE ME ANOTHER $30 AFTER ME CANCELLING. I EVEN HAD TO PAY TO RETURN THE EXTRA SHIPMENT I NEVER ASKED FOR! THIS WAS 2 MONTHS AGO. I'VE CALLED THEM EVERYDAY EVEN AFTER BEING TOLD IT TAKES 4 TO 6 WEEKS FOR A REFUND. AND I WILL CONTINUE TO CALL EVERYDAY UNTIL I GET ALL MY DAM MONEY BACK. IM GOING TO ANNOY THEM JUST AS MUCH AS THEY ANNOYED ME! BEWARE OF PROACTIVE!
Unauthorized charges
Why does Proactiv keep getting away with ripping people off with unauthorized charges on creditcards and the orders. They come up with every excuse there is to keep charging you for orders you did not make. Cant every on see this is the biggest scam ever. This company is worse than Bernie Madoff! Hopefully more people will come foward and the truth about this company will be exposed. They only want your money, tell you what you wanna here and then when you have already placed an order, this is where the problem starts. They keep shipping you stuff and keep charging your credit card on purchases you did not make. They tell you, you enrolled in a monthly shipment order when you actually did not. I hope the company goes out of business
Proactiv Reviews 0
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About Proactiv
Proactiv's flagship product is its 3-step system, which includes a cleanser, toner, and treatment lotion. The cleanser is designed to remove dirt, oil, and other impurities from the skin, while the toner helps to balance the skin's pH levels and prepare it for the treatment lotion. The treatment lotion contains benzoyl peroxide, which is a powerful acne-fighting ingredient that helps to kill bacteria and reduce inflammation.
In addition to its 3-step system, Proactiv also offers a range of other products, including moisturizers, masks, and spot treatments. These products are designed to complement the 3-step system and provide additional benefits to the skin.
One of the key benefits of Proactiv is its effectiveness in treating acne. The company has conducted numerous clinical studies that have shown its products to be highly effective in reducing acne and improving the overall appearance of the skin. Proactiv's products are also designed to be gentle on the skin, making them suitable for people with sensitive skin.
Proactiv's products are available for purchase on its website, as well as in select retail stores. The company also offers a subscription service, which allows customers to receive regular shipments of their favorite products at a discounted price.
Overall, Proactiv is a trusted brand in the skincare industry that offers effective solutions for acne and other skin-related issues. Its products are designed to be easy to use and gentle on the skin, making them suitable for a wide range of customers.
Overview of Proactiv complaint handling
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Proactiv Contacts
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Proactiv phone numbers+1 (800) 309-4796+1 (800) 309-4796Click up if you have successfully reached Proactiv by calling +1 (800) 309-4796 phone number 0 0 users reported that they have successfully reached Proactiv by calling +1 (800) 309-4796 phone number Click down if you have unsuccessfully reached Proactiv by calling +1 (800) 309-4796 phone number 0 0 users reported that they have UNsuccessfully reached Proactiv by calling +1 (800) 309-4796 phone number+1 (888) 414-9372+1 (888) 414-9372Click up if you have successfully reached Proactiv by calling +1 (888) 414-9372 phone number 0 0 users reported that they have successfully reached Proactiv by calling +1 (888) 414-9372 phone number Click down if you have unsuccessfully reached Proactiv by calling +1 (888) 414-9372 phone number 0 0 users reported that they have UNsuccessfully reached Proactiv by calling +1 (888) 414-9372 phone number
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Proactiv emailsunsubscribe@proactiv.com98%Confidence score: 98%communicationquestions@proactiv.com96%Confidence score: 96%Supportdmca@proactiv.com94%Confidence score: 94%Legaltalktous@proactiv.com89%Confidence score: 89%perks@proactiv.com86%Confidence score: 86%
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Proactiv address3340 Ocean Park Blvd., Santa Monica, California, 90405-3204, United States
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Proactiv social media
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Checked and verified by Olivia This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 13, 2024 - View all Proactiv contacts
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