Acne.org / Daniel Kern
reviews and complaints

I'm used to buy on the website. Never had a problem until my last order. The company send the wrong product... I live in France. As luck would have it, I pay for the most expensive product (the bottle of 16 oz) and they send me the cheapest (8.oz)... I pay a high price for less product, and I paid the custom fees, 9 euros, something normal.

Anyway I had to contact the customer service for them to fix THEIR mistakes, and talking about custom fees. Ysabela thinks that it is totally normal for a customer to pay twice the tax fees, while if the company send the right product, I would have paid once. So now Ysabela wants to send the right product, but I have to pay my custom taxes twice for a mistake that the company did. She proposed me to give me credits on the website, but I am not okay with that option since I won't be ordering. I want them to pay them directly, as others company do in the US or refund me the money. But keeping the money on your website through a credit option push me to consume products I don't want for the moment. You can't force someone to buy you things whereas the fault is yours. So basically I will loose 9 euros for a mistake they did, I am not the one who messed up with the shipments. Your mistake, you should take in consideration the customer who is wronged in this story. Now Ysabela's strategy is to ignore me (since the 23rd no news from Acne.org whereas the dispute is not settled).

Really poor customer service with Ysabela, this is the last time I am ordering products. I really hate poor customer service, and people who are greedy. I am the one who is wronged, I paid full price, so I respected the terms of the contract, but still you want to minimize your losses as much as possible.

Good tips for you, don't mess up with the shipments, and you won't lose money.

I am still waiting for my refund, I am not paying twice taxes lol.

I ordered my second order with this company with great enthusiasm. Then I got busy and realized the products had never arrived. I went on line and saw that it stated the items were "delivered" even though I never received them. I looked and looked for a phone number on the site so I could just call in and talk to a representative and could only find an email. So I emailed and then got a response asking for my order number.

The order no was [protected]

Of course if I have a member number I can't find it on my account page.

It turns out that there is a fed ex tracking number but fed ex took it to my local post office who says they delivered it to my mail box. This is a box with a travel kit, large bottle of joboba oil and another tube. It would barely fit in my box so that means IF they delivered it, it was sticking out of my box with numerous pieces of mail since they all wouldn't fit and now I don't have $70 worth of product and the post office is saying to talk to the shipper and the shipper is telling me to talk to the post office or my neighbors.

I want my lost products replaced and I am very angry at the time it has taken to track this all down. It took two calls to fed ex and three or more to the post office only to be told that it was "delivered" but I don't have my product.

I looked for an address on their website and couldn't find one.

rom: "Acne.org Customer Support"

Hi. My name is Seongje. I am from Korea. I am writing this to disclose what Acne.org did. I have been using their products since 2012 when I was in Melbourne, Australia. A few days ago, I bought some products and I realized by the confirmation email that the shipping address was wrong. I don’t live in Melbourne anymore. I live in Seoul now but it said it would be shipped to Melbourne. At first, I thought it was my mistake but it turned out it was not. The evidence is that when I set my shipping address as the one in Melbourne, it is 120.61 dollars but the one in Seoul, 117.20 dollars. (Please check out the pictures I attached, picture 1 for Melbourne and picture 2 for Seoul, you will see each shipping cost) After I paid, I got a message saying that 117.20 dollars has been paid (picture3), which means I correctly chose the shipping address as the one in Seoul. However, they insisted that it was my fault based on their system (picture4) and they said they would not refund for that. But how could I possibly know about the system? And if I had known about the system, why wouldn’t I have changed it? Let’s say it was my mistake (it was not my mistake though) A ridiculous thing is that I got a mail saying that “if the shipping address is incorrect, reply to us” (picture5), so I responded with the correct address right after I paid and checked out the mail. However, next day, all I heard from them was they already sent the products out to Melbourne and I needed to pay for the shipping cost. If they never check out my email, why would they send me such an email? I explained the situation to them via email but they told me to answer their call to talk about the problem. Do they not know it charges me to receive an international call? And what was worse, they called me at night two times. They even don’t know the time difference. Thankfully, my friend living in LA called them instead of me but they said that only when I let them know the products arrive in Melbourne, could I get the refund only for the products. I tracked the record but I found out something shocking. For the last 6 days we were talking on email, what I ordered was still in San Francisco(picture 6), which means they even didn’t try to take it back and just let it go to Australia. It is so inefficient and they are so IRRESPONSIBLE. Now, I already gave up the shipping cost and I am trying to get back the money for the products. I am not writing this hoping you help me or I could get the full refund. I just want everyone to know what they did to someone like me so called a regular customer who has been using their products for almost 3 years. I think they are so beyond common sense because they are in pursuit of the small benefit not knowing that they lose a customer who could bring them larger revenue in the future. What do you think?