Guthy Renker - Proactiv Solutions Ripoff! Non-disclosure of info, failure to cancel, increased price mid-transaction. Des Moines Iowa

I work customer service for Guthy Renker. In most cases the customer who purchase the products are so facinated with the thought of such a great product that they dont pay attention when ordering. On the infomercials, Welcome Letters and ALL Invoices, it states that these are club memberships. And when the next shipment will be and how often it will be sent and even when the credit card will be charged. When they are placing their orders online its right there before they put in the credit card information that its a club membership. I would just ask consumers remember that we are there to help them not to scam them. And please dont take it out on the person who answers the phone. We were not the ones who took the orders in the first place.

I ordered the product and received it 2 days later!! It works great for me. My skin wasn't horrible to begin with, but now is completely clear. It even feels smoother and softer than before. Also I had a question about billing and I emailed the company and got an answer via email promptly the next day. I am an extremely satisfied customer and have no complaints. I would definitely recommend this product to my friends and family!

I have had problems with the Proactiv Solution products. Before I became a member I received all kinds of emails from them. I talked to them on the phone and was convinced they could help. I even questioned how they could help me when they don't know what kinds of problems I have. Now after joining their club, I am having problems. When I write, my emails don't get answered and when I call, I have to talk to a customer service representative who just reads from a script and knows nothing about dermatology. They are guessing just like I do when I go to the Health and Beauty aids department of Target.

When I called Proactiv Solutions Customer Service last night and tried to explain my problem, the representative consulted with somebody (probably had to do with the money angle). Then he came back and said they could send me something in the mail which is stronger to be used to spot treat the problem areas. I'm sorry, I can't afford to experiment with something which may not work. Proactiv Solutions advertises on TV and guarantees their products work or their money back. I don't believe the money is the issue here. The issue is my skin has gotten worse and Proactiv Solutions can't give me any information about what will work. All they are interested in is selling their products. I am back to using my old skin care products and trying to get an appointment with my physician who is usually booked up for 6 weeks in advance.

I started using Proactiv about a month ago, for the first 2 weeks, my skin dried up and turned red (like sun burned), I called Proactiv customer care and asked them if that was normal.

The representative told me that it was not, he said I have to stop using the products for few days and lessen the application until my skin get used to it and it will be alright. So I quit using the product for 3 days and lessen the amount that I was applying on my face. But now, aside from my skin is peeling all over my face, the areas around my eyes are so wrinkled and I look like I aged 20 years older than my actual age.

I called them again and they told me to return the product and they will refund my payment. And also, they will give me their new product that they claim milder than the regular one. But what I am worried about is, I am already scared to use their product and what am I suppose to do now with my wrinkled eyes and dry skin? Please let me know what to do.

This was our comment sent to BBB:

January 15, 2004

Ime Kerlee
2333 NE 11th # B
Portland, OR 97212

Account Number: xxx-xxx-xxx

Dear Ms. Kerlee:

I have received your request for resolution from the Better Business Bureau. Upon reviewing your account records, I find your account was inactivated on January 9, 2004. You should receive no further shipments, unless otherwise requested.

I apologize for any inconvenience, as we assure you, customer service is of the utmost importance to us, and it is our goal to provide the best products and service to our customers.

I have refunded your credit card in the full amount of $45.90. This refund should reflect on your credit card statement within 1 to 2 billing cycles. You will not need to return the shipment back to us.

Again, I apologize for any inconvenience this may have caused you.

Sincerely,

Carolyn DeLancey
Correspondence Specialist
Proactiv Solution

cc: Better Business Bureau