Acne.org Products
Before Dan had his own product line, I used The Regimen and purchased Dan's products since they became available. I rely on the products/Regimen to stay clear. I am someone who cannot skip a day without breaking out as a result. Therefore I am extremely frustrated at the current problems and lack of response by customer service about shipping issues. I am also surprised at employees' lack of involvement and interaction on the forum.
I placed an order on Monday, May 23, 2022, and as of today, tracking on the USPS site shows: "Shipping Label Created, USPS Awaiting Item." Unfortunately, it is the end of the week, and Monday is a holiday, and it still has not moved.
For over a decade, shipping has been swift. I suppose this is partly because I live in the Bay Area, and one of the fulfillment centers is (was?) 30 minutes away. But my last two orders have shipped from Illinois, and not only that, they have taken 3-5 days to send after placing my order. Are there no more fulfillment centers in California or the entire west coast? I need to know, as I now have to allow more time to place orders. Did something change? Is the company being sold? I did not have to wait this long at the height of the pandemic (which I greatly appreciated). Please keep in mind that The Regimen works best without missing a day. Therefore, I need to plan to never be out of product. I have not had to worry about this in nearly fifteen years.
One thing I could always count on was Dan's understanding that those of us who suffer from something that is incurable need product. When he was in San Francisco, and there were no local fulfillment centers, he would personally ship my products to me, so I did not have to wait (San Francisco is about 40-45 minutes away from me). But lately, I do not know what is going on. I emailed Support, and no one bothered to respond. If this indicates where the company is now heading, I need to find alternative products to use. Perhaps employees are not acne sufferers, so they do not understand the majority of us cannot go a day without consequences. This needs to change and change swiftly. I am troubled by the issues. It is as if the company no longer cares. My order should not be sitting for four days (or more) after payment before shipment. Your company has charged my card, and I have already made the payment. These issues need remedy. I am very disappointed. Acne.org and Dan have been a company and person I could count on. I genuinely hope that has not changed.
We are now into the afternoon of day five, and the package has not moved, and no one from the company has replied. It is not a good sign. I am wondering if my order was never picked up or shipped. I could see if the package was en route, but I have nothing indicating that reality. Due to the inefficiencies now, I will not change my ordering habits to purchase more products than I need. If anyone can mention an alternative BP and AHA, please share. Since Monday is a holiday, Tuesday (or later in the week) will come, and I will either hear that my order never shipped or something other than it arriving in my mailbox will be the problem.
I need a backup plan in the instance this is now how ordering and shipping play out.
Im having a similar issue! I places my order around 6 weeks ago and it has not been received, and the tracking shows it as not having moved since May 14.
I have emailed support 4 times now with no response. Have previously used the products for around 15 years with no issues,
I received my order and a response from Customer Service/Support once there was an update in tracking. Who knows if I would have [gotten a reply] had the package not moved.
Do not get me wrong; I am thankful for @Danand his products. I suffered for decades, spending well into five figures to dermatologists without the effects a simple application of inexpensive BP gave me. But as much as I appreciate Dan's contribution to what I struggled with for so long, I wish he would address these problems to all users of The Regimen and consumers/buyers of Acne.org products. Perhaps the company has grown too large at this point? Of course, but it needs addressing, as it appears to be a big problem. And again, I have to emphasize our need for a product to stay clear. There once was a time when Dan would have personally responded to this, but that time seems to be no longer.
I hope you receive your product. At this point, I believe it is in all of our best interests to have a backup plan. However, I am unsure as to what is going on. The pandemic problems are no longer present, so I am at a complete loss without an explanation. One thing I refuse to do is order more products than I need/use to avoid the lack. I do not intend to sound ungrateful; finding Dan decades ago changed my life, which is not an overstatement. But I am in disbelief that he has not fixed or addressed what is occurring to us all as supporters, buyers, and faithful users. It feels like a slap in the face (i.e., the money is in our hands, so it no longer matters).
I have to chime in and say that ever since the products were moved to the danielkern.org site, ordering has been a disaster! I cant delete my debit card information, my card was charged for an order I never placed nor authorized, and the customer service is horrible. I have been using acne.org products for over a decade and have always trusted Dan and his team because they cared so much about his products. Now, I cant trust the danielkern.org website anymore. Extremely disappointed that the customer service didnt even read my first email and actually address my concerns, and instead given generic responses with no resolution.
We are sorry to hear that you have an unsatisfactory experience with us at Acne.org. Rest assured that the agent who is responsible for your issues have been dealt with. Kindly sent us an email at help@danielkern.org and we'll take a look at your issue as soon as possible.
Hello,
My debit card information still cannot be deleted from the danielkern.org website, as previously requested. I have reached out to customer care regarding the matter, yet it has not been resolved. Please advise as this is becoming quite frustrating and discouraging.