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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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7:43 pm EST
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Proactiv - unauthorized orders and credit card charges

Do not give proactive your credit card number!!! I placed a one time order to proactive and paid my bill via credit card.in the next few months I received another shipment that I did not order. Without my authorization, proactive charged my credit card for a product I did not want or order. I promptly returned their product and requested my credit card...

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Proactiv customer service / product return

I purchased product from the Proactiv Kiosk at Mayfair Mall in Wauwatosa, WI -- in August we purchased a bottle of Xout for $65.00...again in August (8/13) we purchaed other product and the clerk (Precious - and yes that's her name) said I could bring back the bottle of X-out for my $$ since we bought the Proactiv+ and get my $65.00 back. When we went back to the Proactiv Kiosk in the
beginning of September - IT WAS GONE... CLOSED -- NO MORE. I checked with the mall staff they gave me a # to call which I did -- and they said they can't help me. I called another number that I was given by employee Mark his employee # is: 54774 which didn't work either -- Mark said I need to take the product back to the kiosk at Mayfair -- i told him it was closed, he said Sorry - can't help you then. This customer service on these 800 & 866 numbers are AWFUL I spent over 2 hours trying to get someone/anyone to help me.
I called the corporate office @ [protected] and they said they would have the owner of the Kiosk get ahold of me... So we'll see. I'm very disappointed in this customer service from Proactiv -- absolutely awful. And I'M STILL GETTING EMAILS FROM THE MAYFAIR KIOSK on Sales Promotions! AND THEY ARE CLOSED~~ UNREAL... I just want my $65.00 back..

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Proactiv Awful customer service and billing - its a trap!!!

Proactiv is an awful company - it ranks as awfully bad as Comcast (worst service in the United States, look it up). I have used Proactiv for years starting as a teenager. When you are a teen, nothing sounds better than solving your esteem-crippling acne, especially when endorsed by young celebs at such a cheap price. Especially when you're desperate. I tried and after awhile and perfecting the science of when to use it, I was acne free. HOWEVER, I am also afraid of trying other products in case my acne flares up again. I am chained to this product.

THIS IS NOT THE HUGE ISSUE. THEY ARE A TRAP.

Every single transaction - and I do not exaggerate - has had bad consequences. An extra package I never ordered but had to pay my own money to send back, an extra billing that doesn't get refunded for six months, ignorant customer service representatives that argue you into not cancelling, other customer service representatives that answer the phone to let you know that they will call you back (and never do), mixing up your order in general, not sending things you've ordered...the list goes on. You can believe I am going to look into a better quality product that treats me like a customer and pays more attention to us than it does its marketing. Not enough endorsement from celebrities could get me to come back.

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karthikr
, US
Jul 23, 2011 6:30 pm EDT

Do not order anything from proactiv. These guys scam its members by subscribing you to a plan and continue to charge your credit card 20$ every month. Lousy customer service. DO NOT ORDER ANYTHING FROM THESE GUYS AGAIN.

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Brianst
, US
Jul 08, 2010 11:17 am EDT

Lying, cheating, thieves. They lie about their billing practices, send and bill you for products you didn't order, CONTINUE billing you after you've canceled, and refuse to refund you for their bogus products. Avoid doing business with these thieves at all costs.

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Graham Waller
, US
Apr 29, 2011 11:31 am EDT

If you order the proactive solution online beware because they will offer you vitamins and whether you accept the offer or not you will begin recieving them along with the $33+ charges per month. Anyone smell a scam here!

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Unsatisfied ex-customer
Houston, US
Feb 02, 2015 7:21 pm EST

Unethical billing practice and billing without authorization. This company is a fraud.

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WTFO
Suwanee, US
Aug 15, 2012 6:52 am EDT
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Is there a way to get this practice STOPPED ?

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adrenalina
Cambridge, US
May 03, 2011 8:28 pm EDT

I absolutely agree! A group of us bought their product, some of us were ok with it, but it overdried the skin for 3 of us. When we tried to cancel the order they said we just sent you a second box. The second box came with an invoice for $99.84 per person! Tried returning it with no luck. Now I am in a battle to cancel my next order which they say will ship in July (3 months from now)!

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LL S
St. Louis, US
Jan 04, 2011 10:07 pm EST
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Proactive sent me a kit that they charge $99.69. I had requested not to get kits and only recieve what I order. The person I talked to said to go ahead and get the next kit so that I could try out their products that were not so drying; I agreed. She gave me a date to call back on to discontinue further kits. I did but the representative said that the kit had already been sent out...I recieved it quite a bit later, so that information is questionable, but? Then I started an extremely rigorous semester of graduate school, and focused totally on that. My roomate opened the by mistake, and used one item which I will gladly pay for. The semester is over, and I would like to return the package, which is in perfect shape, minus the one item, but they say it is too late. I agree is is later than normal for a return, but graduate school is exceptional circumstances. In addition, I requested twice to never recieve automatic shipments, and I called back at the designated
time to officially cancel this policy, but they said it was too late.

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Proactiv vending machine-mays landing, nj

The vending machine at the Hamilton Mall said they could not contact my bank for the visa card used, so it cancelled the order, however the bank DID approve the transaction. I called Proactive and explained the situation and they advised if I did not get any product and did not receive a receipt the transaction would reject and the money would go back on the card but they couldn't do it for 5-8 days. Now it's 3 days before Christmas and I don't have the extra money to purchase another product. They were unwilling to do anything to help. Their customer service didn't care about my problem. It was not my fault and I am being penalized.

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L Hanson
Las Vegas, US
Jun 02, 2014 10:35 pm EDT

Friends: DO NOT order from this company! If you do, you will receive month after month of automatic withdrawals, financial anxiety and ruin and terrible product in trial size bottles. You will not be able to withdraw your orders. It is a huge waste of money and you will lose all control of your own money. Proactive is HORRIBLE.

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Proactiv fraudulent billing

I started ordering Proactiv a few months ago. I received 2 packages in total. After that, I called them to tell them I will no longer need their product. They somehow convinced me to remain with the company, explaining that there would only be a shipment every 6 months. I agreed to that.
They withdrew $22.95 out of my account a month earlier. When I called them to explain I did not need it and it was only supposed to be sent at the end of the following month, they said they don't see any charge. I asked for a fax number so I could fax them a statement. The number did not work, someone picked up. I called Proactiv again asking for another fax number so I could send my statement to get this cleared. The representative spoke with me as if I was stupid. She even asked: "Who picked up a fax number? Was it me? Is this the number you called?!" So I became irrate. I don't really care who picked up, the point is I haven't been able to send the fax. So I started writing emails to Proactiv, both on their website through their form and to a general email address.
I called Proactiv again, for the third time. Explained the situation again. I told the representative I didn't need this product and I want my money to be refunded. And also that I will not pay to send back a package that they sent in error. He attempted to apologize, said he would "make an exception in this case and send me a label so I don't have to pay for shipping." The refund process?! 4 to 6 weeks! And now I'm wondering if they really sent this package, if there will even be a product to be shipped back to them! If I receive it, I will be sure to get both a tracking number and a delivery confirmation. If I do not receive it, but they continue to bill me, after I specifically said multiple times that I wished to cancel my account, I will get in contact with an attorney. I cannot be dealing with this nonsense all the time. It is both nerve wracking and time consuming. At the end of the day, it simply isn't worth it. I don't care how good your product is, you will lose customers with shady billing practices. I will never order Proactiv again!

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Proactiv awful customer service

The phone operators are very unprofessional when it comes to account info, billing, blah blah blah. I called to put a hold on my account back in maybe sometime in June, the lady told me that the last payment I would make is in October, and I would receive that last package. Then be billed again in around January, when the account isn't on hold any more. So, it's November and I got billed again. WHAT! So i called, the guy this time I told him about the hold that was supposed to be on my account. He informed me that there was never a hold that was put on my account. GREAT! I have to much of the kits just lying around waiting to expire. Like 4 of them. So, he tries to tell me how the billing and everything works, okay honestly yea its confusing. But i went through my bank account and my packages that i received before and i get it now. So, anyways, i cancelled my account but the guy wanted to know why besides the fact that i have to much kits. UHHHHH, thats personal duhh.. but if you want to know i cant afford to just pay every month for this stuff, dont use it and just throw it away. I said its too expensive, he goes "well you do have the lowest priced kit". DA F*CK!? Because I [censored] $20s month.. Whatever.. Worst customer service ever even smaller businesses i talked to over the phone that messes up are better than them.

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Proactiv telecommunications

I'm a firm believer in the product itself, but the customer service is horrible. Telecommunication is unfortunately very unprofessional, as every time I call in to place my order something always goes wrong. I've been ordering from them for almost 8 years, and every time I call in I've always had to follow up with my order. When I do follow up with my order, nothing is ever followed through from their end. It's exhausting and it's been a nightmare, because the idea of calling them is just like calling your mobile company (Rogers, Bell, ATT, etc...). The only upside is is that the product does work, but they're just a nightmare to order from. I'm writing this as I'm trying to follow up with them yet again. Apparently, when I put in my order on Sept. 19th, they still haven't sent it, and it's now Oct. 28th. I called last week, and they told me my order was sent on Oct. 1st and I should receive it soon. As I'm currently on the phone now, they're telling me my order has never been processed and my account was deactivated :( Oh. Em. Gee.

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Proactiv being charge for product that was canceled

My son order Proactiv March 2012, after receiving his order he realized that Proactiv signed him up for a 3 month supply. He tried to cancel the order but Proactiv shipped him 2 more orders. I sent the items back and Proactiv is still trying to charge my son for those orders. He called their customer service, I called their customer service, I wrote letters each month for 6 months to try and get this resolved to no avail. Today I just received an email from Proactiv and they are still trying to collect for items we returned. I called customer service and was on hold for the longest time, when an agent finally picked up she said she couldn't help me because it is under my son's name and he is over 18 yrs old. She said she could take information only, when I tried to give her information she cut me off and said she could only take a payment. Why should my son pay for items he sent back. Why didn't Proactiv cancel subsequent orders as we requested. Proactiv is just out to scam the consumer. Don't buy Proactiv! Besides the product doesn't even work!

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Proactiv Unauthorized Shipment

I cancelled the shipment in January of this product even while the sales person kept trying to keep the product coming. She acknowledged that she cancelled. Well apparently not and another shipment appeared taht was promptly refused. Of course they can not track the shipment and claim that I kept it and did not pay for it. I have been harrased to no end over this and I wnat it to stop NOW. The complaints against this companies business practises is hsitoric.

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Proactiv Fraud

I placed an order with this company for a 3 month trial pack for my teenagers to try & share. The bill came and I paid it. A few months later, I am getting collection calls, letters and so forth because I didn't pay my bill. Come to find out, they said they sent an additional package that I never ordered nor received. I have completed affidavits until I'm blue in the face and mailed back. They will not accept a faxed affidavit because they want "an original" signature. What is with a company shipping something not ordered (or at least claiming to ship it) and then never receiving the affidavits that I return? Now they want to turn me over to collections for something I never ordered? This sounds bogus to me!

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Proactiv denied cancellation

I placed an order online with Proactiv today at 10:30am. By 3:30pm I called the 800 number to cancel the order and was given a complete run-a-round. I was told I had to let the product be shipped, they will charge my credit card, and then I can return it. I placed the order 6 hours ago, I do not want my card charged and I certainly don't want to deal with the hassle of returning something I cancelled 6 hours after I ordered it! I received a confirmation email stating the product would be delivered in 2-3 weeks, and they can't cancel. Sounds like a scam to me. I do not want this and I want it canceled NOW. I am very angry.

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Proactiv scam!

They continue to charge you, even after you've begged them to stop !
Their product doesn't work.
When you contact their Customer Service Dept, they ignore you.
When you post something on their Facebook page, they ignore you.
When you email them, they reply with a blanket email response that has no meaning or substance.
When you return to them an unopened box, which you never asked for, they ignore the receipt of this returned box.
As soon as I find out how to file a lawsuit vs. them in CA (even tho' I'm located in NJ), I will.
If anyone wants to join me in a Class Action suit, the more the merrier !

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Proactiv rip off

I signed up for one time only online and ended up paying more than what they offered me. Then i called and talked to a customer service representative . I told the representative about this situation and the representative told me that if they didn't sell it for good, they wouldn't have sold it to all people like me that are blind enough to be ripped off by them. Also the representative told me that they have the licenses to rip off people. I paid for one ended up paying the 5x more for that little free gift. Pro active is not so good as people say. Finally, people (and i also) don't know how much Pro active really cost.

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Update by alex0414
Oct 01, 2012 1:06 pm EDT

Ill totally share this to all my friends. Because this is not fair to everyone. EVERYONE OUT THERE YOU SHOULD SHARE THIS BEAUSE
SO THIS SITUATION WON'T KEEP GOING ON PAYING TO THOSE THAT DON'T HAVE AN A IDEA WHAT'S GOING ON.

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Proactiv proactiv is a scam for cancellation policy

Proactiv Cancellation Scam!
I wanted to cancel after 30 days of using the shipment (small bottles because 1st month trial supplies) because it made me break out even more worst than before. After calling them and talking to your "specialist” Robert, I somehow let Robert convinced me to not cancel and to continue on with using their products because he said that my outbreak will get worse before it can get better and I still have 60 to get my money back guarantee if it's not working out for me or if I'm not satisfied with their products and a new ship (2nd shipment for 90 days worth of supplies) is about to be shipped in a week to me. One important detail he left out which he intentionally failed to mention to me) was that in order to get a refund back I will need to keep all the bottles they sent me (empty or not)! At that time I still had my empty bottles, but ended up throwing them away because it doesn’t say anywhere on their website that you have to return the bottles for refund…it just says “60 days back money guarantee” if not satisfied and the specialist I spoke to never mentioned it, knowing that I really wanted to cancel within 30 days. In addition, he made it seem like it was easy to cancel and get money back by just calling them back to cancel and you will get money back if you cancel within 60 days. Now I’m not getting a refund! All this was very misleading and just a scam to get your money! On top of that I am being charged $108 for my 2nd shipment of 90 days supply! Total cost and charges about $151...yikes! I hope they don’t continue to charge me even after I have cancelled everything just recently. But I won’t be surprised if they do after reading all these Proactiv complaints. Customer service is definitely terrible when you want to cancel! Also, this product doesn’t work at least not for me…I ended up with more outbreaks and swollen, red, itchy, dry eyelids even though I did not use this product near my eye area (very strange allergic reaction, I guess). Hard lesson learned here and I will never recommend anyone to buy online because this is how they get you for your money!

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Proactiv ripped off

I ordered the initial kit from proactiv and not only did it make my skin worse, THEY RIPPED ME OFF! It is almost impossible to cancel (have to call in and wait on hold forever) and even after I did they sent me another kit, or at least so they say. I moved from the address, which is one of many reasons I canceled my "subscription" and yet I received a letter from a shady collection agency (SKO Brenner American) saying I owe $67.89... Tried calling proactiv and of course they could not help. Do yourself a favor and save your time, money, and skin. STAY AWAY from proactiv!

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Proactiv overbilling/no cancel policy

Signed up for a one time purchase, but paid with card. Ended up being an every month purchase for $60+. They over withdrew my bank account, wouldn't let me cancel, and told me I was responsible for shipping anything back. The 60/90 day money back guarantee is a lie. They don't cover shipping fees, over withdraw fees, or other associated Proactiv fees. Possibly the worst company to do business with.

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Proactiv Charges I did not authorize

I have tried to cancel with PROACTIV Solution. I keep getting charged for the product...Extremely frustrating.

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nuchi
San Antonio, US
Jun 03, 2014 4:59 pm EDT

I ordered a 30 day proactiv teen kit but I'm charged for 90 day kit. I called the customer service about it and the customer rep says even if we ordered for 30 days, its auto delivery for 90 days. Realized that its Proactiv's way to con people and keep charging for the orders that you did not place. They simply say, there is some confusion with the order you placed and they will apologize but your money will not be refunded. I feel so cheated by them.

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Proactiv Overcharge - Mis represent cost

3/12/2012

To: Proactiv Solution – Billing Department
From: Tony Romano
I ordered the product early December 2011 (a few small bottles of solution and a brush) for my wife as a Christmas gift. She and I are both senior citizens. Almost 70.
After I presented the gift to my wife she thought it was funny – believe me she does not have acme.
Shortly after that we received another package of your products. I phoned our company and explained that I did not order anything other than the original package.
The phone person for Proactiv asked me if I opened the second package. I replied that I did not open the package. I was instructed to address the package back to Proactiv and I would be credited for the return. I mailed the second unopened Proactiv package from our local USPS mail facility to your company address.
On January 10, 2010 after speaking to another representative on the phone I received the email from Proactiv addressed to me and showing “Account Cancellation Confirmed”. *A copy attached to this fax.
I have never received credit $19.95 for the second package. To make matters worse you have billed my credit card again on February 23, 2011 for $19.95 a total overcharge of $39.90.
When I phoned this evening March 09 in the evening your phone operator advised me that he did not see any bill to me for February. Attached is a copy of my credit card billing showing the $19.95 on February 23rd .
I will wait seven days from the date of this fax and documentation sent to you. If your company has not communicated to me in writing regarding the appropriate credit and the amount of that credit I will seek a formal solution.
Respectfully,

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Gravitytheseducer
Gravitytheseducer
Cambridge, CA
May 20, 2012 10:58 pm EDT

Sucks to be you

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Proactiv Fraudulent Business Practice

I have had the same experience as everyone else on this board. The only way to address this appropriately is to go directly to the Attorney General's website for IA and file a consumer complaint.

The following link will take you to the online form, http://www.state.ia.us/government/ag/file_complaint/online_2.html

Also, if someone sends you unauthorized product you can keep it at no charge. The company has no authorization to charge your bank account, which is a felony, and you can inform you bank to refund or block any charged from Proactiv.

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Proactiv overbilling

On December 3, 2011, I placed an on-line order for the Proactiv Kit for $35.95. The next day I received an e-mail stating that my card was not accepted. I called in and spoke to a representative and he told me not to worry that the order would still be processed. On December 5 I was told that my order could not be processed and to try another card. I don’t have another card so I told the representative to disregard and cancel my order. Obviously, this was totally ignored by incompetent workers. On December 8 I went to the mall and purchase one tube of refining mask for $31. This is money that was withdrawn from my account. On December 16, I received an advertisement from Proactiv and I called and instructed the representative to please, please, make sure my account was closed. Also, refrain from future communication in regards to ordering items. I am only interested in my refund. I also spoke with Billing Specialist, Barbie and informed her that I had indeed cancelled the order and due to the negligence of Proactiv representatives my bank account was negative -$37 for ISF. She stated she would refund me the $35.95. I thought I was done with Proactiv, but this is when the trouble began. On December 17 I received an e-mail from Proactiv at 6:18 am and on the same day I responded (see Doc #1). A few days later I received a 2nd kit. Now my account is even more in the red. I called and spoke with representative Laura on December 21. She assured me that my account was indeed closed and that I would receive a total refund. I still had doubts of the ability of Proactiv representatives, so I called December 23 at 7:03 am and spoke with Mark during which time I requested a supervisor and was connected to Beth. Of course Beth tells me the same thing Barbie did which is of little satisfaction. After returning home from a family holiday event on December 27, I find a letter from my bank (see Doc #2). FYI: And make sure you read the last sentence that is underlined in the bank document. Now, I am charged twice for ISF and will be charged $10 per day until my account is at a plus. As a potential customer I did everything necessary to cancel this transaction short of driving to the corporate office and it was still fruitless. I spoke with Billing Specialist, Sandi on December 27 and of course had to repeat the same information again. This company needs to heighten their training. There is no excuse why this activity went on for more than 2 weeks. You people have the same information on the same computer screen. You are either lazy, incompetent, careless, or all three. And if the bank contacts me with additional charges I will forward them to you and if necessary to the BBB. After this situation is resolved, remove my name permanently from Proactiv.

Dorothy Woods
4827 N. 47th Street
Milwaukee, WI 53212

[protected]

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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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