Hi Tom, what's a chargeback ? I am also dealing with the customer service... I live in France, I don't know if the process can apply to me !

Thanks in advance for your response ^^

On 1/14/2022 at 10:44 PM, 364676_1443950183 said:

Hello:

I ordered treatment and moisturizer, but didn't receive them. I got a box with a small cleanser inside.

I emailed both support@acne.org and returns@acne.org with no reply since January 8.

I've had great results with your products, but the support has been nonexistent and you don't offer phone support. I would prefer if you could make this right, but if I don't get a response via some means of contact by the end of today, January 14, I will initiate a chargeback and do no more business with you.

All best,

Tom

So terrible, especially Ysabela involved in the support'team. In my cases, I have not yet received my shipment with no movement at a certain stage, so I have requested an official investigation into my parcel , but no answers, no solution, no other contact lines. terrible.

Ysabela is the one involved in my support team aswell. Same boat. No solutions, answers, nothing and its been 4 days since she last contacted me. so damn outrageous

Wow, I've just come on here having had similar issues with buying from the UK, no one bothers to respond to emails. I've claimed my money back through Paypal. They didn't even bother responding to them either. I've been buying products from here for 10 years, and never an issue. Absolutely terrible.

I cannot recall what year @Dan made his first product available, but I have been ordering since then. I have been faithful and use no other products. But this appears to now be a common theme, and it is unacceptable. Dan should know it is not tolerable as acne is incurable, so if you find something that works, you cannot go without it in this case, it is his product(s).

I am not sure what has happened. I have been purchasing for well over a decade without issue, so something has had to have changed. The pandemic issues are no longer a factor, so it has to be something else. However, one thing is certain: the company needs more employees or better employees. I say this because if you cannot get an answer from Support/Customer Service, you do not have enough staff to handle the volume, or those in the positions have taken a stance of not caring enough to respond. If this sounds callous, I apologize, but acne is no joke. Dan knows this but does his employees? Do they realize what some of us go through when we do not have our products i.e., scarring, hyperpigmentation, breakouts that take weeks to months to get back under control?