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Non-existent Customer Service

MemberMember
1
(@achen522)

Posted : 06/03/2024 12:29 pm

I never make these kinds of posts, however the complete lack of customer service is appalling and needs to be addressed. For reference I have been trying to contact customer service via email for 2 weeks now and sent notes to both email addresses (support@acne.org on May 21 and help@danielkern.org on May 27). I have gotten no responses to any of the emails I sent so it left me no choice but to try to address it via these forums which is a last resort and to be honest a complete waste of a customer's time which should not happen.

My issue is that I was excited about the new ultra-micronized treatment formula that Dan posted was available so I placed an order for 3 bottles a day or two after it was announced expecting that the product I would receive would be the new formula. When I placed the order, the description of the product and the pictures on the website featured the new formula so my assumption was that I was ordering the new treatment formula. However, the 3 bottles I received in my order was the old formula treatment as the label is not the same as the new formula one as the pictures show and do not mention ultra-micronized anywhere. I feel this is very deceptive and would like it addressed by re-sending my order with the new formula or issuing me a full refund so I can place a new order and hopefully get the product that was advertised.

I have been a loyal customer since 2008 (16 years!) without ever having an issue with an order so I never had a need to contact customer service before. This is why I was shocked at the total lack of response when I finally did encounter an issue with this particular order. By looking at some previous posts in the forum, it seems I am not the only one who encountered an issue and then was completely ignored by customer service thus having to post in the forum. This is unacceptable, bad business, and I really hope Dan can address this or loyal customers like myself may unfortunately choose to take our business elsewhere in the future. Just wanted to provide my feedback here in the hopes that my issue can be addressed and the experience on acne.org can be better for everyone as well. Thanks for listening!

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Member
1008
(@acne-org-support)

Posted : 06/04/2024 12:18 pm

Hi! We hope this message finds you well. We wanted to reach out to address the feedback you sent, which ended up in our spam folder. We sincerely apologize for any inconvenience this may have caused, and we want to assure you that your communication is important to us. It's not uncommon for legitimate emails to get caught in spam filters, and we appreciate your understanding.

Please know thatwe are actively investigating the matter. Our team is currently looking into the issue you raised with the ultra micronized formula. Kindly keep an eye out to the email we sent you. Thank you for your patience as we conduct our review.

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MemberMember
1
(@pmc000)

Posted : 07/18/2024 9:26 am

Hi achen 552, did you ever receive an answer about the issue you were having with the Benzoyl peroxide? I ask because I have exactly the same problem, and additionally, I am also having the same miserable experience with the complete lack of customer service response. I just received an 8oz. tube of benzoyl peroxide yesterday, expecting it to be the new ultra-micronized formula that is featured on the DK website; and sure enough, the tube I received is simply just the old BP product with no mention of ultra-micronized anywhere on the label. I was hoping that maybe you have received some insight about this issue. If so, please let me know, because I cannot get a hold of anyone from the company and I am trying to return the item so that I can have it replaced with the new ultra-micronized version. Thanks 🙂

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Member
1008
(@acne-org-support)

Posted : 07/30/2024 12:10 pm

Hi Paul! Thank you for your feedback, and we're very sorry to hear that your experience with our customer service and the packaging of the Ultra Micronized Acne.org Treatment (Benzoyl Peroxide 2.5%) did not meet your expectations. I wanted to confirm that we responded to your initial email on July 18th. As mentioned in our response, it has been confirmed that you did receive the Ultra Micronized Acne.org Treatment (Benzoyl Peroxide 2.5%). We take all customer feedback seriously and are committed to improving our service and packaging to ensure a better experience for all our customers.

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