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2.9 119 Reviews

Proactiv Complaints Summary

55 Resolved
54 Unresolved
Our verdict: While Proactiv has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
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Proactiv reviews & complaints 119

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8:15 pm EDT
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Proactiv unauthorized charges

Do not get mixed up with ordering the $19.95 proactive offered on internet and TV..it is a scam!...They say you have 30 days to cancel but when you call to cancel in less than 30 day they say the shipment has already been sent and they have to charge you...it ends up costing you over 70.00 even if you do cancel within the 30 days...there advertizement is all a lie to cheat you...beware!

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10:31 pm EDT
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Proactiv excessive billing

Dissatisfied customer!

Wont refund money
When you order from proactive you are now signed up for an automatic billing and shipping program every 2 months! Once they have your information they will continue to send out new shipments (And bill you before they are even sent)! Customer service told me they can not stop the billing so I will have to go to bank to fight the charge. I am ver disgusted with this manipulation if the company is so great why is it that they are deceiving what they are really about and that is money. I am really upset, I trusted them with my debit informaion I don't know what else to do it is just a scam, then they will attach vitamins to your account if anybody has any information on what I can do to stop my account with them, they are telling me I can't thanks kathrine trochimowicz

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leslie c
N/A, US
Oct 19, 2010 10:43 pm EDT
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This is very true, I have gotten products from them as well and the same thing happen to me to..This is bull crap..

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7:05 pm EDT
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Proactiv constantly charging when I did not order

I ordered the discounted trial version of proactive and then the next month I was billed and sent another kit that i did not order, the shipment frequency option on my account with the website was frozen so I could never change it, I finally told them I wanted the longest time in between shipments possible accepting that they will always just ship me them every so many months. Well they shipped and charged me for a MASSIVE size proactive kit that will last me a year, and I DID NOT ORDER IT. I asked them to not send me ANYTHING for the 26 week period. They are ripping people off and scamming them, it's nearly impossible to get it through to them that you want to buy a product when you want it not when they decide to just charge you for it.

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sam112233
, US
Dec 19, 2010 6:29 am EST

I ordered only 30 day plan and thought of just checking the product. I didn't even use it properly. They send me another shipment and charged my account. this is really bull ###. i never requested and when i called these guys they respond to me in very bad way once they hang my phone and when i called again they are saying that there systems are not working. This is the craziest company i have ever seen, I called them 20 days back and cancelled my account after receiving my first shipment still they didn't refund my money they are keep on charging my account. i don't understand the ### rules of this company. I order once they already charged thrice and they are saying that they will charge again, If at all you don't need it doesn't matter. I'll suggest dont buy anything from this site.

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nellieandalexis
, US
Apr 21, 2010 4:51 pm EDT

I order proactive while ago and i paid for it and my order did come. Now they are charing me 45 dollars after i already paid for it and i havent brought anything. They are doing this without my knowlege. They keep sending me bills. I dont know what they are charing me for. The stuff also dosent work to well, it dries out the skin. The commericals are a lie.

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Joanna Barclay
,
Nov 22, 2007 12:00 am EST

I have & still are having $9.95 taken off my credit card with out my authorization & haven't been able to stop them.

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12:29 pm EDT
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Proactiv never received the package, but sent to collection agency

ProActiv charged my credit card even though I never received the product. I called the customer service. After 20 minutes on hold waiting for the response, I was told that they had a delivery confirmation. However, they didn't have my signature. My guess is that the package was dropped in the hall instead of the mailbox, even though it is big enough, and got stolen.
They promised to send me a form to report it and reverse the charge. I never received. After spending another 20 minutes on hold, I gave and reported the problem to my bank. I got a response from the bank that they investigated the issue and canceled the charge to the credit card.
I kept received invoiced from ProActiv however. Strange that the form that they promised never made it to me, however, there was no problem with their invoices. Finally they even sent me to the collection agency.
Never again will I use their products! I was stupid enough to continue buying them from their kiosks.
Clinique is my best friend now! Works great and NO SCAMS!

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butterfly426
Las Vegas, US
Jan 11, 2011 4:50 pm EST

The same thing happened to me. I cancelled them in May and they told me that I was "cancelled". So I wasn't worried about it. Then, they send me a yellow envelope from North Shore Agency that said that they had sent me to collections for forty-five dollars for a shipment in JUNE that I NEVER recieved because I had CANCELLED my account. I call them immediately after I recieve the notice and they proceed to tell me I never cancelled my account. That I only removed my credit card. So they said they had automatically shipped me a package.. THAT I THOUGHT I CANCELLED... and than charged me for it. I spent an hour on the phone with them talking to two managers that proceeded to tell me that they couldn't do anything about it. I paid those greedy mother F*****G scammers and told them that I recorded the phone call and I want my information deleted from their systems and if they ever contact me through phone, email, or mail I will sue them for harrassement. By the way you might want to call them up and tell them to delete all of your information as well because they sell your info. FULL OF SCAMMERS. Gunthy Renker I hope you and your company rott in hell for the bull S**T scams you create. Robbing innocent people for a product that doesn't work.

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11:00 pm EDT
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Proactiv unauthorized billing

My wife ordered some Proactiv from their website. There was no rhyme nor reason to the billing. My wife is not very good at keeping track of these things and the billing varied from about 30 dollars a month to over 100, and some months nothing was sent to us. 3 months ago I had her call the company to cancel the orders and the account. They complied and said it was done. The following month a charge appeared on the Visa bill for 106 dollars. I had her call again and she was assured that the accounts was cancelled. I just received another charge for them of 35 dollars. We called again and they refused to even provide a cancellation number. They said they would `send us one in the mail`but I do not believe them. This is abject fraud. We called Visa. They reluctantly credited the charges but this still means that Proactiv will get paid. I had my card numbers changed but Visa warned me that they could still try to "force through" the charges. It seems rather hopeless but if it happens again I am going to have to cancel my credit card.

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AngieDickinson
Dunkirk, US
Jun 11, 2015 3:16 pm EDT

My husband bought only 1 shipment and he is going crazy just trying to tell them he does not want any more, never did, and proactive keeps on sending. He had canceled by the second and again they charged him. he sent the package back. If he would have asked me I would have told him their products are Benzoyl peroxide, which Clearasil sells for $5.99 at the pharmacy. These people are incredibly greedy and misleading. The sulfur you can buy on ebay for .99 cents as soap. What the hell do they think they are selling? People read, I told my husband the mistake he'd done. he gets me furious every month. He had to cancel the credit card and had to explain of unauthorized charges.

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Lisa20089
Melros, US
Sep 14, 2011 3:34 pm EDT

I purchased Proactiv solution in February paying $19.95 for a special offer. I didn't like the product that much and after a couple of week discontinued it. The following month I received a package from them and was surprised. I called up customer service and told them that I hadn't ordered their product. The customer call representative was pleasant and informed me that I had a membership. I told him I didn't remember signing up for one and as I really don't want the product. He tried to persuade me to continue the membership but I politely declined and told him to cancel the membership. I also asked him if I was already charged for the product. He told me they hadn't yet charged me for it and that I had time till May to send back the package. I asked for my membership to be cancelled and wrote down the cancellation number. I also asked him to send me an email. However, he declined and I should have known then that something was not right! The following morning I promptly went to the post office and returned the product and also asked for a tracking number. It was a standard delivery. After a few days I looked at USPS website to see if the product had been delivered. It said it had been so I threw away the tracking receipt. I thought everything was ok. However, in May when I looked at my bank account closely I noticed that Proactiv had been taking out money since March. For a total of $68. I immediately called the customer service and informed them that I had cancelled my account and returned the product. The service representative claimed that they hadn't received the package and that I was being charged for it. I disputed this and she asked me for my tracking number. Unfortunately, I had thrown it away by then thinking this was all settled! Also, what I don't understand is that the representative I spoke to when I cancelled my membership said nothing would be charged on my account till May and I had time to send back the package within 90 days. Any charges would be made after May. However, Proactiv continued to charge me monthly. Since she refused to do anything about it I called my Bank and disputed the charges. I gave them my cancelation number and any other information. The Bank representative told me that since I didn't have a tracking number on me I should be aware that the dispute might not be successful. I said this was completely understandable. They put a temporary amount back in my account and said that if they were unsuccessful then they would withdraw the money from my account. I said it was perfectly fine. I also cancelled the card with which I paid Proactiv and ordered a new one. Since, no money was withdrawn since I once again assumed everything was settled. This was way back in May. Unfortunately, I received a mail from Proactiv asking me to pay the $68 . Once again I called the customer service representative and she told me BANK OF AMERICA HAD TAKEN MONEY FROM THEM IN THE DISPUTE AND HENCE THEY WERE CHARGING ME! I was speechless for a minute and tried to explain to her that the reason why BOA had disputed the charges was because the charges were fraudulent in the FIRST PLACE! Once again the keep telling me that they haven't received the product and once again I had to explain myself! I am not going to pay them a DIME as they are making false claims! I wish I had kept that tracking number receipt. But I am going to file a complaint against them in the consumer court!MORAL OF THE STORY NEVER EVER EVER BUY FROM THIS COMPANY! THEY ARE BIG FRAUDS! THERE IS A REASON THEY ARE STILL AN INFOMERICAL!

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SB, California
Goleta, US
Feb 17, 2013 10:34 am EST

I am having the same problem with Proactiv. Their online ordering is misleading & the charges are random & for different amounts. My credit card was charged 3 times and I only received 1 shipment (which was all I wanted anyway). I did get a cancellation email however, it says I have $100 balance ( For What!? ) I will not let this go, Ill keep calling & disputing. In total for 1 shipment I was charged $120 + they say there is an additional $100 balance (ridiculous)

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M
3:48 pm EDT

Proactiv horrible customer service

After using Proactiv for about three months my skin was sensitive and dry and dull. Yes my acne went away but it came back worse after a couple of weeks, because of my dry skin I guess. I decided to cancel and the service rep told me that my latest shipment was in the mail. She said I would have to mail it back to them and get a "proof of mailing." In case it got lost. In March I sent the package and got that proof of mailing. Then no more bills or shipments came and I moved in May.

Today I got a notice saying I owed them $60 for a shipment. I called and the first person I spoke to said they had no record of my shipment being received and asked if I had my proof of mailing. I said no, because I had thrown out the tiny slip of paper after three months. The rep was quick to point out that 5% of shipments are lost in the mail. She said there was nothing she could do and I'd have to pay.

I called back thirty minutes later steaming that I would have to pay for something I SENT BACK. This time the rep said they had a record of my return being received on June 18th. So the first person blatantly lied to me. She said that since it was past the 60 day return period, I'd still have to pay. After a lot of arguing and asking about ten times to speak to her supervisor, I informed the rep that I WOULD NOT pay for a product that I sent back and pay a company that lied to its customers.

She wouldn't let me speak to her manager, but asked me to hold. A minute later came back and said my balance was cleared.

This seems like such a swindle and a scam. Not only is the product bad, but the customer service was absolutely horrendous. If you like the product, buy it a mall kiosk. The online service is the worst.

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5:04 pm EDT
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Proactiv customer service

Let me break it down for you readers:

May 2010 - New customer to Proactive. I asked for a 90 day kit with a 3 payment option (1st month - $27.94, 2nd month - $19.95, 3rd month - $19.95).

June 2010 - Got my shipment of Proactive, but was NOT 90 day kit. Called customer service, told them there was a mistake. They told me that I did not order a 90 day kit, I told them I did. Went back and forth for a while. The CSR (Brian/Bryan) told me that what I did receive was a better saving, when in fact it was not. I tried to break it down to him, but he would not listen. He then told me "...perhaps you don't know your math as well as you think you do." NO JOKE. I told the CSR that I wanted a 90 day kit with the 3 payment option, he told me that I would have to keep what I got already and that he would change my order for the next time around... which is a 90 day kit with the 3 payment option. Problem sovled? Not quite, read on.

August 2010 - Got my shipment of the 90 day kit of Proactive BUT was not billed for the 3 payment option, instead was billed for a 2 payment option (1st month - $37.92, 2nd month - $29.92). Called customer service and first thing I asked her(Cheryl/Sheryl) "What payment option do my records show?" Her response, "The 3 payment option." I then explained to her that my bill showed otherwise. She then RETRACTED her statement by telling me that "I was indeed on the 2 payment option." I explained to her that I had originally asked for a 3 payment option with the 90 day kit (see May 2010) and then thought the problem was corrected when I had called back in June 2010. She then explained to me that "...in order to have a 3 payment option with your 90 day kit, you have to ASK for it when you FIRST set up your order with Proactive." Uhh... I did. But according to her, I did not. Also according to her, Brian/Bryan, the CSR whom I talked to in June 2010, HAD CORRECTED the problem by changing it to the 90 day kit, but "accidentally clicked the wrong payment option" when I spoke to him. There was nothing she could do for me. So I cancelled.

Moral of the story, huge multi-billion dollar companies like Guthy-Renker hire people to read off scripts when people call and treat their customers like robots and to assume that the customer is always WRONG.

When did it become this way? Why has it become this way? I remember when you could call a company when there was a mistake and that company would actually FEEL BAD and would try their hardest to correct the problem... not to mention try and make you feel like they actually cared about you.

Humanity is lost when it comes to... money.

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Jennys9040
, US
Aug 24, 2013 8:44 pm EDT

The plastic they use on the bottles is substandard. It tips over and the cap breaks off. This does not happen with any other bottles I use ever. If you're going to charge as much as you do, please make what you bottle your products in better.

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Jennys9040
, US
Aug 24, 2013 8:42 pm EDT

The plastic thy use on the bottles is substandard. It tips over and the cap breaks off. This does not happen with any other bottles I use ever. If you're oing to charge as much as ou do, please make what you bottle your products in better.

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HBAK22
Lloydminster, CA
Nov 01, 2010 8:32 pm EDT
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Wow. I can't believe how crappy this company is... here is my story :(

I ordered my proactiv in mid-june of this year, tried it out, it made my skin waaay worse, so I talked to a rep on the phone who told me to send it back (after trying to convince me to keep it for a few more weeks, and that way I wouldn't be able to send it back. Coincidence? I think not). So I sent it back mid July (WELL under the 60 day money back guarantee), and was told not to contact them before about a month and a half as that is how long it would take for them to process the return. Well 2 months goes by, I email to find out where my refund is, and they claim they never received it at their warehouse, so it was "too late" for me to return my product (that I obviously didn't even have since I RETURNED it). So of course I am really ticked off that I wasted $10 shipping it back, and never got my money. Well just the other day I came across my receipt from sending it back. It even had the postal code of the place in Mississauga where returns are sent. So I tracked the package online and it turns out they DID receive the package on July 28. And a D. McLean even SIGNED for it! So they LIED about receiving the package, so I emailed them and attached the receipt and the delivery notice from canadapost.com, evidence that should definitely prove that I sent it back. And they STILL refuse to refund me! Bunch of friggin crooks!

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2:01 pm EDT

Proactiv Charging for returned product

I tried it for a couple of months but ProActive did not work for me. I returned a shipment, UNopened. Proactive kept billing me for that shipment. I wrote to them and then called them. At first they said they never received it and they demanded proof of return. The post office never gave me any kind of receipt that I handed the box to the lady behind the counter. Then, after checking ProActive ADMITTED that they really did receive the unopened shipment. Now I just got a call from a collection agency on behalf of ProActive to "collect a debt of $45.80." RUN from any ad you see for ProActive! Terrible company. Crappy product too, you can buy a tube of benzyl peroxide at Walmart for two bucks that will work better.

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Ashmarie0788
, US
Jun 30, 2010 2:10 pm EDT
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That must have been just a bad experience on your part, because the two times I went with Proactiv, I did the program twice in different years and both times before I called and cancelled the program, they sent me a new package, and both times when I called and sent the packages back (unopened), they gave me a full refund of my money and cancelled my subscriptions. They were real nice and helpful when I went with them in the past.

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2:15 pm EDT

Proactiv damaged my face

I used proactive about like 4 months ago.. the first couple weeks were normal but then my face started breaking out pigmentations and wierd cycsts..i want to do something about this..i have been like this for 3 months already and it's leaving me real bad scars bigger than a dime size!.. I want to sue proactive solution because i have been waisting alot of money going to like 3 different dermatolgist and even hospitol. i can provide pictures for proof of damage. I just don't know how or where to start.

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2:25 pm EDT
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Proactiv theft

Please do not order from these guys. I got my first order for $29. Then they proceeded to charge me $78 without my permission for a 90 day supply. They charge your account without your permission, they are a scam. ProActiv worked at the beginning for me and then it just dried out my skin really bad and made me break out even worse. I cannot believe their customer service. I asked for a reference number or cancellation confirmation e-mail from them and they wouldn't even do that for me. The customer service agent I talked to even gave me a fake name; his English was horrible and said his name was Bryan Smith (yeah right). Horrible Horrible service, and it is theft.

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Informant619
Paradise, US
Feb 09, 2011 6:26 am EST

Proactiv isn't theft. You just didn't understand the terms and I don't know why you would even sign up or give someone your credit card info without even asking what will happen. Either if you ordered online, there are boxes you check, which you should read by the way or by phone they confirm with you and tell you how it works out. Plus, acne isn't curable so it defeats the purpose of it all if you just "try it out" then quit. If that's how you work with things, you will never have clear skin. Proactiv is actually a lot cheaper than individually priced items at the store. If you don't want it that often, change your shipping frequency up to twice a year that way you don't have to pay for it all the time, or customize your kit to what you know you'll always have a need for, or put a hold on your account if you wanna try it out because you never know, it might just work. KNOW what you're getting into before you give your lifeline away. All PA is trying to do is help, you have control over the account, so utilize that power.

Plus, who knows about "Bryan, " maybe if people don't ASSUME things and actually be able to work with and not so rude then they'd be more willing to help. They are people too and if you make their job hell when really you're the one that signed up then they will probably not be so helpful to your situation. Think about it people, would you like someone yelling at you and them expecting you to make everything fine and dandy when they know right off the bat they aren't appreciated?

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nottootickledpink
El Cajon, US
Jan 05, 2011 8:50 pm EST

Okay well first off most Acne fighting products good ones anyway always make you break oyut first..Its call purging of the skin. That is very normal. It pulls of the gunk in your skin to the surface, go ask any Esthetican about this and they will tell you this. This is one of the reasons they dont do facials before big events.. Secondly you mean to really honestly believe theres no POSSIABLE way someone has the name Smith as a last name... I am sorry but last I heard that was an extreamly popular last name .. Also if you read the things you agree too when ordering online or listen to them you do sign up for a coniuning order...

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ProactivHelp
Santa Monica, US
Sep 22, 2010 4:54 pm EDT

Bijou88,
I'm so sorry for the experience you've had. Proactiv is based on a continuity program and I'm sorry that wasn't more clearly explained to you. I understand it's been a few months, but have you since been able to resolve your issue? If not, I'd really like to help you here. Can you send an email to CustomerService@Guthy-Renker.com and put in your subject line "Complaintsboard.com Issue" -- if you include your name, address and account number we'll be able to help resolve this even quicker. Again, so sorry for the experience you had!
-Kathryn (Proactiv USA)

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2:20 pm EDT
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Proactiv Keep trying to make me pay for returned shipment

I wish I had read the many complaints about how the Proactive Solutions program treats their customers and the deceptive practices of their program before I ordered a kit for my daughter through the internet. Its been a nightmare.

I do believe that the product works for some people but not all. It didn't work for my daughter so after a couple of shipments, I called and canceled the membership. The customer service rep informed me that there was another shipment on the way and that I could just send it back when I got it. It was a pain to get her to cancel the membership. She tried all kinds of tactics to persuade me to continue. It was annoying.

Weeks later when the last package arrived, I wrote 'return to sender' on it with a big black sharpie and took it to a local place that handles mail and shipments. (I have handled other unwanted shipments the same way without a problem.)

A month went by and then I started getting billing notices from Proactive Solutions saying that I owed for the shipment. I called customer service and explained the situation. He asked if I had proof that I mailed it back and I had to say no because I followed the instructions of the last rep I talked to and when you do 'return to sender' there is no documentation. After a lengthy debate, he said he would update my records and there should be no more bills. Well...he was a liar because another bill came a month later so I called customer service again. This time, the rep tried to claim that I sent it back too late so I still had to pay. Huh? I sent it back the day it arrived! I disputed that and went through the same discussion I had with the previous rep. This new rep made me the same promises that they fixed my account. I hoped this was the end of it.

But no...I next started getting bills from a collection agency as well as 2 and 3 phone calls a day. I answered the first call, explained the situation and the guy said he would update my file and I shouldn't hear from them again. Another liar. The bills from the collection agency and the phone calls from them have continued. It has been over a year now and they still are harassing me. I'm scared to look at my credit because I'm sure they have damaged it. I refuse to pay for something I sent back unopened.

I think part of the problem with this company is their strange shipping schedule. They send a bill weeks before the shipment arrives. By the time the package gets to you and you return it, it can be a month or more after the bill was sent.

For anyone reading this that wants to try the product, I would suggest you buy it from a kiosk at the mall. You will be sorry if you order it through the internet. There are also products that are just as good for less at your local retailers.

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proactive=proscammers
Alachua, US
Oct 09, 2010 6:26 pm EDT

I'm having the SAME issue! I just spoke to some ### called Ryan. After insisting I talked to his supervisor, I was placed on hold for a rather lengthy time (I'm sure his hope that I would just give up and end the call), but when he returned I was assured that in 3-5 business days his supervisor (Marjorie S.) would make sure the refund owed me (now well over $50) will be returned to my account! This is the third time I've had to call and cancel this account. I'm normally I very mild manner person, but this was the final straw! What a scam! Do I think the product works-yes, I have success with it. Will I use the product again after this-no. I know I can purchase it in my local shopping mall, but I don't want any more of my money going to such an unethical company! Buyer beware!

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12:13 pm EDT

Proactiv bad business practices

This company billed my credit card account twice in Feb, 3 times in March for one product shipment each month. I have numerous e-mails to customer service each with replies stating their policy for shipments. I have sent credit card statement showing amts taken out incorrectly. Now am receiving bill stating I owe more money when my acct ended March 25th. This company deducts from credit cards with no accounting. They do not take any complaints seriously nor do they try to fix any billing errors. In my opinion I would advise anyone intersted in this product to not buy any products from this company.

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marimari
Fountain Valley, US
May 23, 2010 11:00 pm EDT

I would suggest you to make a complaint with bbb, i did it and they helped me :)

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8:46 am EDT
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Proactiv scam will not refund money

This company will continue to charge your card after you cancel. They will not refund your money when you send back the product. The customer service is the rudest company I have ever dealt with. This was a very costly mistake. I have had to go through so much with my bank to get the debits from them to stop. Unless you have countless hours to spend dealing with this problem do not buy.

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HBAK22
Lloydminster, CA
Nov 01, 2010 7:01 pm EDT
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I could not agree with you more! I ordered my proactiv (from Guthy-Renker or whatever) in mid-june of this year, tried it out, it made my skin waaay worse, so I talked to a rep on the phone who told me to send it back. So I sent it back mid July (WELL under the 60 day money back guarantee), and was told not to contact them before about a month and a half as that is how long it would take for them to process the return. Well 2 months goes by, I email to find out where my refund is, and they claim they never received it at their warehouse, so it was "too late" for me to return my product (that I obviously didn't even have since I RETURNED it). So of course I am really ticked off that I wasted $10 shipping it back, and never got my money. Well just the other day I came across my receipt from sending it back. It even had the postal code of the place in Mississauga where returns are sent. So I tracked the package online and it turns out they DID receive the package on July 28. And a D. McLean even SIGNED for it! So they LIED about receiving the package, so I emailed them and attached the receipt and the delivery notice from canadapost.com, evidence that should definitely prove that I sent it back. And they STILL refuse to refund me! Bunch of friggin crooks is right!

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Proactiv premature agin/skin cancer

I would like to inform all Proactive Users that Proactive contains benzoyl peroxide, which creates free radicals, and therefore causes premature aging and skin cancer. By using daily benxoyl peroxide, I would say I have aged prematurely of 10 to 15 years. As a result, I need now to recourse to plastic surgery and I am not mentioning the emotional distress and the financial cost. Proactive is simply a scam. It does get rid of acne but at the price of our youth, beauty and health.

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melanielittle28
Wyandotte, US
Apr 04, 2013 12:13 pm EDT

This company has debited my account twice for product I have never received after the first order I paid for initially and received. I paid extra for "rush shipping" that took a week. I asked to cancel membership, they did not. While they stopped sending product tjey sure are charging me for it! Bad business in my opinion!

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lgn98683
Centralia, US
Oct 18, 2013 8:59 pm EDT
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This company does not care about any customer service, We called them 4 months ago and closed the account, closed the bank account due to moving out of the area, Proactive sent product that was refused and sent back, they somehow pulled the money out of the closed bank account. Do not do any business with this scammer business, they don't care about anything except the money.

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HOLE SNIPE
Roswell, US
Feb 12, 2013 8:26 am EST
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This outfit charged me before when I did not order any of their product. I am 65 years old. I don't do beauty products. I contacted them and they said they would close the account. Well, I never had an account. They said they would not do this again. I filed fraud charges with my bank. The charges were removed. I considered th matter resolved.
Now, they have done it again. They have taken the last money from my account without authorization. I am filing charges with the roswell police department, the better business bureau abd the sun trust fraud department! This time i'm going to sue them!

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srangel719
Goodyear, US
Mar 16, 2011 3:46 pm EDT

I've only been using proactive for 4 days, just before I go to bed. I hate looking in the mirror now because I'm 22, and I have wrinkles around my eyes that literally appeared overnight! My eyes look like a 50 year old! I sure hope this goes away:( I can't believe that proactive has made it as far as it has... I would never recommend this product to anyone. Premature aging is truly devastating...

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michell623j
Shady Point, US
Nov 30, 2010 9:46 pm EST

I agree kariemmanuelle. I used Proavtive and now I also have to go see a plastic surgeon because I have skin cancer on my nose.

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Proactiv Can't Get Off Mailing List!

Guthy-Renker continually gives me problems! One year ago, I ordered Proactiv Solution, I tried it and was allergic to the ingredients. I sent it back, got my refund, and I thought that was it. WRONG! I started to receive annoying phone calls, trying to get me to buy more. I also received pamphlets from Proactiv in the mail.

Getting off their mailing list is a torture! I called the Customer Service number SO many times, I can't count anymore. Each time, they said that I was off the list, and wouldn't receive any more mailings. WRONG AGAIN! It's been eight + months of calling their support number, and the Guthy-Renker Corporate Office number [protected]) trying to get off their stupid mailing list. Renee, an agent in the Corporate Office has been "helping" me in the last four months, and I'm still receiving pamphlets in the mail for the Proactiv! She said that the Guthy-Renker IT Department is looking into it and will take care of it once and for all. WRONG AGAIN, AGAIN! Although Renee has been kind and patient with me, MY PATIENCE with GR is about to the end. I HAD IT WITH THESE CROOKS!

So in conclusion, I would NOT recommend that ANYONE to order from Guthy-Renker. Their "Customer Service" is a complete joke and a lie, and the Corporate Office hasn't helped me much either. DO NOT ORDER FROM GUTHY-RENKER, or you'll be sorry! I wish I NEVER would have ordered Proactiv in the first place, I never really needed it anyway. So BEWARE of marketing tactics, once they get you in, it's hard to get out!

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abcg
Kitchener, CA
Nov 28, 2012 9:40 am EST

I honestly just had your exact scenario happen you mentioned above ! word for word! now they are asking me to fax proof it was sent after i sent them tracking number and I also show a D. McLean signed for it! I can't even believe it. If they refuse to give me my money back I will have no choice but take action further, contact the better business bureau etc. Seems this company is scamming customers out of their money.

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HBAK22
Lloydminster, CA
Nov 01, 2010 6:45 pm EDT
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I could not agree with you more! I ordered my proactiv in mid-june of this year, tried it out, it made my skin waaay worse, so I talked to a rep on the phone who told me to send it back. So I sent it back mid July (WELL under the 60 day money back guarantee), and was told not to contact them before about a month and a half as that is how long it would take for them to process the return. Well 2 months goes by, I email to find out where my refund is, and they claim they never received it at their warehouse, so it was "too late" for me to return my product (that I obviously didn't even have since I RETURNED it). So of course I am really ticked off that I wasted $10 shipping it back, and never got my money. Well just the other day I came across my receipt from sending it back. It even had the postal code of the place in Mississauga where returns are sent. So I tracked the package online and it turns out they DID receive the package on July 28. And a D. McLean even SIGNED for it! So they LIED about receiving the package, so I emailed them and attached the receipt and the delivery notice from canadapost.com, evidence that should definitely prove that I sent it back. And they STILL refuse to refund me! Bunch of friggin crooks is right!

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Proactiv unsolicited shipment

For years now I had seen advertisements for Proactiv so I decided to try it. I went on line and ordered one month. There was a box I could check to use my debit card for subsequent shipments but I did not check the box because I only wanted try the product. I am currently unemployed and money is very much in short supply so imagine my distress when three weeks later I was charged $40.00 the beginning of 3 monthly charges for a 3 month supply. When I called the company they told me that I had agreed to receive this shipment and have it charged to my debit card. I of course told the woman I had not agreed to this. She told me to return the product when I received it and I would receive a credit. So now, I am unable to pay my electric bill because basically Proactiv has stolen $40 from me. I can only imagine how long it will take to get my credit from them based on all the other complaints I have seen on the internet. By the way, the product is bogus. I see no change in my skin so it is nothing less than a scam-do not buy from these people they are not honest and you will not only be very disappointed but will most likely be ripped off!

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MinM
n, US
May 18, 2011 1:16 am EDT

These [censored]s did exact same thing however we did not get a package ...

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Let's complain!
, US
Apr 04, 2011 3:40 am EDT

Complain T0 Proactive
More customers should put complain about their business in order to shut it down. They make seem that we are getting a deal to receive the product for $19.95 with 2 free gifts without shipping or handling. But they are size of trial package. They also will send you the full size of product and bill you without your permission after 30 days. If you complain to the customer service, they will tell you that you can cancell the future order and send the package back to them, but you will have to pay for the shipping and handling. Why can this type of company stay in business by ripping off the customers? Is it an American way to get rich?

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Proactiv Continual Hassle of Mailings

DO NOT do business with any of Guthy-Renker's products, you will either experience charges on your Credit Card that you did not authorize, will receive mailings a few times a month trying to get you to buy their products, or continually receive phone calls from their sales department.

I have had so much trouble with Proactiv Solution ($30s worth!) I ordered it and couldn't use it, allergic to an ingredient. So I sent it back, received my refund, but had a problem. I called SO many times to be removed from their mailing list...to not avail! It took about 10 months of calls to their "Customer Service, " of which each time the agents kindly said, "We're sorry for the inconveniences." Yeah right! All Guthy-Renker wants to do is SELL A LOT OF PRODUCTS! I spoke with over 20 people in that 10-month time, trying to stop the mailings and phone calls. Many of the agents were very RUDE and DISRESPECTFUL!

Finally, I called Guthy-Renker's Corporate Office at [protected] and spoke with a few people. The first two people did nothing about it, all they did was talk about what they "Could" do. It's been 2 months, and this deal of receiving mailings every month appears to have finally STOPPED! Each time I called the Proactiv Customer Service number [protected]) and asked for a supervisor or manager, I got the run-around and never spoke with one! These people known as "agents" don't seem to care at all for the customers!

Here are some tips:

1) If you need to speak with a manager or supervisor, don't even bother to ask, you won't get to speak with one. And if you do, they will probably be really rude! Save yourself the hassle, don't even ask! (Seriously!)

2) Call Guthy-Renker's Corporate Offices at [protected] or toll-free [protected] and dial 0 (zero.) I recommend that you call the toll-free number at [protected] and DIAL EXTENSION# 5517 for Renee Miller, a VERY helpful Representative that has really helped me with this inconvenient matter. Her office hours are 9-5 Monday through Friday Pacific Time. I hope this helps!

3) File a complaint with the Better Business Bureau. This company deserves to hear your complaint through the BBB. Guthy-Renker is located in Palm Desert, California. You must call the LA BBB at [protected] or visit www.la.bbb.org. The address for Guthy-Renker is: Guthy-Renker, 41-550 Eclectic Street, Suite# 200 - Palm Desert, CA 92260. Phone [protected]. That is all the information you need, plus the product name.

4) Keep trying until your voice is heard and something is done about the problem, small or large!

Thanks everyone, I hope this information helps!

Business Contact Info:

GUTHY-RENKER, LLC.
41550 ECLECTIC ST, STE#200
PALM DESERT, CA 92260
[protected]
www.guthy-renker.com

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Jan 31, 2010 12:00 pm EST

I am STILL getting trashy ads in the mail from Proactiv! THIS GUTHY-RENKER IS SCREWED UP AND SHOULD BE INVESTIGATED BY THE FBI FOR HARASSMENT! Yes, I am speaking with Renee at the main office, but she really hasn't helped any at all either! I'm really pissed off!

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Sammi Sweet
, US
Aug 18, 2017 6:38 pm EDT

Proactive did not work for my daughter. She has sensitive skin and it made her face red and did not help with acne. She started using the Citrus Clear organic products about two months ago, and her skin has gradually improved month over month. My husband uses Citrus Clear as well for his adult acne, and they both rave about Citrus Clear. After trying so many other acne products unsuccessfully including Proactiv +, it was relief to find something that actually works.

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wok
, GB
Oct 27, 2015 11:25 am EDT

i have just had a really really bad conversation with Susan Metcalf who claims to be a manager she called with a very loud shouting voice then during the call she called me a liar and said i didnt deserve the products that i had paid £29 they didnt send my products so i was expecting an apology instead of that i got this very angry manger saying it was my fault that i waited before complaining they hadnt turned up i even contacted them by email 6 times so she was incorrect but she said i was a liar! then told me to shut up whilst she was talking threatening to end the call if i didnt shut up! end eventually this passive agressive susan metcalf hung up and said ive got other people to call do not buy anything on -line they take your money and don't send the products and use bully to scare you not to complain well guess what proactive im not scared of you or Susan aggressive Metcalfe!
shame on you !

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MRDRMCD
, US
Jan 24, 2013 3:21 pm EST

I have been a customer for over 3 years. One address change and everything went to hell. I have been lied to, overcharged and still trying to get the billing cleared up. An excellent product but the worst customer service I have eve dealt with.

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Vanessa Castro
Chicago, US
Aug 24, 2012 1:53 pm EDT

I ordered Proactiv in March of 2012 after seeing their TV add. I repeatedly told the lady over the phone that I just want to try it for right now and if I like it I will become a repeating member. She continued to tell me she understands but that she prefers me to become a member to receive it every month because it will work better. I had to keep telling her, "No!" Two months later I receive a statement from my bank stating that I went negative in my account and was being charged for it. Come to find out Proactiv charged me twice and I have not received any product! So then I call to see what was going on and why I was continued to be charged and the next lady on the phone said I was a "valued member." So I cancelled. It is now August 2012 and they are still charging me for something I never wanted in the first place! DO NOT EVER BUY FROM THIS COMPANY! THEY WILL CONTINUE TO TAKE YOUR MONEY! EVEN AFTER YOU TELL THEM TO STOP!

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missay
Scarborough (Toronto), CA
Nov 28, 2011 8:51 pm EST

ordered the proactiv product through phone. they kept on charging my credit card . I sent them back their product for 2 months they claimed that they didn't receive it. When they told me to fax the proof of shipment receipt to them, they gave me a number that doesn't work. When i called back to tell them, i gave them the tracking number and finally they told me the truth that they did receive it. they said they would give me back my money on my credit card, it has been another 2 months and i still haven't received my money. Order proactiv solution at your own risk, it ruins your skin, it sucks. Don't even try it because when it comes to refund, they will not be willing to return money! This has been dragging from june 2011 till now end of nov 2011 still nothing .

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s.rollera
Indianapolis, US
Sep 29, 2011 5:54 pm EDT
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I was just at the castleton square mall, an the man at the kiosk was so rude, and very unprofessional. He almost knocked me down, while i was holding my 6 month old daughter. Not only that, he was not in dress code and was on his cell phone at work. He did not even look like he worked for Proactiv. I love there products but never will I buy any products from this location again.

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jessica wright
Redwood City, US
Sep 24, 2011 1:17 am EDT

WORST company ever. i am disgusted that ive spent 6 hours over the last 2 days for charges made to my account that i did not even know about, causing my account to be overdrawn and have overdraft fees. and they will only fix this via fax, not having a fax machine meant spending more time and money doing this at kinkos. they make me sick. i hate them and wish they would all go to jail for being horrible people.

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lee45
New Rochelle, US
Dec 23, 2010 2:26 pm EST

I ordered proactive and I wanated to return it, the mall kios I purchased it at told me he was not able to take returns, not sure why. He gave me a card for customer service and that I should speak with them. I did call them and I had no luck. When I purchased the product there was no problem with them taking the money, but now that I want my money back no one wants to be bothered. All I have to say is unbelievable. NEVER AGAIN WILL I BUY FROM THIS RIDICULOUS COMPANY. They are all phony sales people who smile in your face and try to sell you overpriced skin care.

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Proactiv Scam and solution

Such a Fraud is this Pro Active Not Solution.I do not know where to start...May be with this that this product ***.Do Not Buy it...Then may be that they make me a member of there So Called Membership program and try to charge me every month the amount of 37.94 for product that I did Not want. I call them so many times to cancel that and ask for my money was fight for weeks...I want informe you Do Not buy this product there are going to take your money so many times.*** Proactive is a Scam..

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MSCORTEZ
Inglewood, US
Apr 16, 2013 2:34 pm EDT

PROACTIV is a SCAM!.*** Proactive is a Scam *** they charge you $29.95 every month plus shipping of $10 plus tax of $10 and you only get one kit. On the third month other $50. plus $29.95 every month for the next two months for one kit you have to use for 3months. So you are paying a total of $109.85 for 3months supply than again other $109.85 for other 3months. DO NOT BUY once they have a hold of your credit card #, they will take out and not ask. I paid $220. for two kits. When I called to complain all he kept saying was, "Sorry" but we don't care. I will never use them again so PLEASE don't buy!

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soadfan_02
, US
Mar 17, 2010 7:40 pm EDT

rob1234 i see how you can make a snide remark like that, however... if you try to cancel your subscription or even if you move... they update your information somehow, (through the bank card would be my guess) and they still make charges to your card.. either that or the phone agents are mean ### who lie in order to get you off the phone so you can leave them alone... either way this is screwed up...

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Rob1234
, US
Jan 16, 2010 11:20 am EST

Proactiv® 3-Step System. When you order today you’ll also get a FREE Refining Mask and Travel-size Green Tea Moisturizer! After 30 days, you'll receive a new 90-day supply of our 3-step system every 3 months at the guaranteed low price of just $19.95 per month plus $7.99 s&h per subsequent shipment you accept, which will conveniently be billed to the credit card you provide today. Every Proactiv® order comes with our 60-day Money Back Guarantee (less s&h). Proactiv is the #1 acne system in the world!

Yeah your right I can see how this is a scam . . .its listed right in the paragraph you didnt read, your all people who dont read your terms and conditions on your credit card and complain about the interest rate too huh? lol

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ProductReviews
, US
Jan 01, 2010 4:24 pm EST

Hello. I would highly suggest that you call Proactiv's OWNER, Guthy-Renker at [protected] and dial extension# 5517 for Renee, a very nice and helpful agent who has helped me with a situation I had with Proactiv. You call also call them toll-free at [protected] and dial Renee's extension their. Office hours are 9-5 M-F Pacific Time. Hopefully this helps!

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Proactiv Fraud

Proactiv Solution will make fraudulent withdrawals from your bank account whenever they feel like it. Yes, I know they say they send you a shipment every 3 months and you are required to pay, but Once you give them your card number you are subject to theft. doesn't matter if you pay your invoices they send you by check. They will say they never got it even while you hold the canceled check in your hand. The customer service department tells you one thing but then doesn't do it. They get away with stealing from consumers everyday. I was charged twice in 2 weeks (100.00) for shipments that were already paid for. Causing my bank account to be overdrawn then they tell me that after reviewing my complaint that they were not responsible for it. You took out 100.00 without me knowing therefore causing 2 checks to bounce, how can you say its not your fault?

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Sam1992
Charlotte, US
Mar 13, 2010 10:36 am EST

Do not ever buy anything from Proactiv solution. They will then trace you and keep on charging you money from your credit card. Once you buy anything from their website, Even after you called them canceled. They still keep you personal information and still charge you money and keep on sending your their product. You can never get rid of them. I have tell my credit card company to stop it.
That is the worst experience ever, ever, ever

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cccindy
Arroyo Grande, US
Aug 20, 2012 3:10 pm EDT

When I ordered my first shipment, I told the CSR that I did not want automatic delivery and did not want my debit card to be used without my okay. The CSR (and I know it's her job and what she is required to say) proceeded to make it almost impossible for me to make this choice. I finally relented against my better judgment but said I wanted the automatic shipment to be postponed for about 3 months. In the meantime, I did use the product and it did work. A few weeks passed and I made the decision to buy the 60 days worth of treatment. I phoned the company and placed the order, but a few hours later, decided I would cancel the order and purchase something else here at a local store. I was told and I quote, "We cannot cancel the order because it has not processed yet, therefore, I cannot see it in the system and It's impossible for me to cancel it".

I asked, "If I called back the next day, could I cancel?" She said yes. I called the next day and I was told, again I quote, "We are unable to cancel this order because it is in process." Okay, so I can't cancel because it hasn't processed, and now I can't cancel because it has processed? After wrangling with the CSR for a while, telling her I knew it wasn't her fault and that I knew she was required to say these things, but how do I cancel? She, Stepford wife like, kept repeating the same thing over and over. I then requested a supervisor and was told, "Oh, she will just tell you the same thing." I said, "Fine, I want to hear it again." This, after the original CSR told me that I could send the product back but would lose my shipping and handling of about six bucks.

I was connected to the supervisor who, in fact and indeed, told me the same thing, although I was able to get a verbal promise that notes were put in the system that my shipping & handling would be refunded once I sent the product back. I will be interested to see how long it takes them to refund my money and my shipping & handling. I'm hoping that I will not have to file a claim with my bank to pry the money out of the vise like grip of this greedy and deceitful corporation. I had heard bad things about these folks and choose not to believe it but I now know that all that has been said is sadly true.
I refused the shipment on 8/3 as advised by a supervisor at Proactiv. She told me it was best to just refuse the shipment, don't receive it and then ship back, but refuse it. Which I did. I just got off the phone from another CSR who asked me for a tracking number, which of course I did not have since I had refused the shipment. I was then told it would be 6 to 8 weeks before I could hope to see any refund from the company because I have no tracking number. Today is the 20th of Aug. I very calmly told her, I know it's not your fault, and I'm not angry at you but, I then explained the Kafkaesque working of their "order taking", asked who I should appeal to in the company to get my money back sooner and again, I'm not angry at you but I have to tell you I think Proactiv's policies are very close to fraud! She then told me that she would refund my money then and there and it would be about 5-6 working days before I received it. Oh, and she did refund my s/h only after I reminded her that the prior CSR had assured me that notes were put into the system. These people are not to be believed! Mostly they just want you to give up and go away, don't do it. Keep fighting.

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G-R Customer Service
Santa Monica, US
Mar 30, 2010 5:14 pm EDT

Hi Sam,

We're sorry you've had a frustrating experience. We'd like to help you resolve this. Please email us at customerservice(at)guthy-renker.com with your full name and zip code and a link to this complaint, so we can look into your account and fix this for you. Please include ATTENTION: RENEE in your email.

Thank you for bringing this to our attention.

Proactiv Customer Service

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ProductReviews
, US
Jan 01, 2010 4:21 pm EST

I would urgently IntD50, that you immediately call Guthy-Renker's Corporate Office at [protected] and ask for Renee Miller at Extension# 5517, or toll-free [protected] and dial 0 (zero) for consumer affairs. Renee is a very helpful agent at the MAIN OFFICE. I hope this helps!

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proactiv-scam
, US
Nov 16, 2009 3:02 pm EST

And that's not all. They sell your information (cell phone, name, address, cc info, cc security code) to PROTBERRYHEALTH which in turn will "order" their trial product for $0.99 after which they continue to charge you whenever they feel like it. See a connection between those idiots and Proactiv Solution's way of handling your order? Well I'm sure that these two scammers are connected and share customer information. I have since closed my CC account and got refunded for those charges by my bank.

Be wise and use a unique CC number that your bank can issue for you so you can order Proactiv. If you really must order that product, be safe doing it. It almost sounds like "use a condom" speech given to a teenager, but this is no joke. They stole my info. You could be next.

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Proactiv unable to return

I cancelled my account, but continued to receive products. Upon receiving I would refuse and return to sender. The last shipment that have, but since it was not returned within what they claim was 60 days than I still have the balance to pay. So I have to pay and than they will submit my product back to me, "to sell or give as a gift" per customer service.

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ProductReviews
, US
Jan 01, 2010 4:18 pm EST

You should call Guthy-Renker, the owner of Proactiv at [protected] and dial 0 (zero) for consumer affairs.

Proactiv Customer Reviews Overview

Proactiv is a well-known brand that offers a range of skincare products designed to treat acne and other skin issues. The brand has received a lot of attention over the years, and there are many reviews available online that provide insight into the effectiveness of their products.

One of the most significant advantages of Proactiv is that it offers a comprehensive range of products that are designed to work together to treat acne and other skin issues. Their products are formulated with ingredients that are known to be effective in treating acne, such as benzoyl peroxide and salicylic acid.

Many Proactiv reviews highlight the effectiveness of their products, with many users reporting significant improvements in their skin after using the products. Users have reported that their skin is clearer, smoother, and more radiant after using Proactiv products.

Another advantage of Proactiv is that their products are easy to use and can be incorporated into a daily skincare routine. The brand offers a range of products that are suitable for different skin types, so users can find products that work for them.

Overall, Proactiv is a brand that has received positive reviews from many users. Their products are effective, easy to use, and can help to improve the appearance of acne-prone skin. If you are looking for a skincare brand that can help to treat acne and other skin issues, Proactiv is definitely worth considering.
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