Proactiv Reviews

I have been a member of proactive for 19 years and my experience has always been great. The product works amazingly and I have been happy for nearly two decades until recently. Unbeknown to me, Proactive automatically ended my subscription because the line I used, 3-piece kit extra strength, discontinued their line. But rather than contact me to inform me of the line discontinuing and offering me another option (i.e. their standard option), I was booted off. I only learned of this when I called to request my next package. Not only did they refuse to have me subscribe (60 days, which they said they ended) for my original rate, they informed me that I had to get on a 90 day subscription and pay $30 more dollars than I was paying for nearly 20 years. The only thing they offered was 20% off my first order, but then the rate would go back up as if I was a new member. For that reason, after 20 years, I will be discontinuing my membership. This is unfortunate, as Proactive paid no mind that I had been a loyal customer for two decades. They have now lost me due to their inconsideration.

I will NEVER again buy this product due to bad customer service. I bought this for my teenage son, after receiving the second shipment I realized he was not using it daily so I called to put a hold on the subscription till he had used it longer to see if it was working. The gentleman on the phone was incredibly rude and condescending, telling me both my son and I should be doing a better job at keeping up with use. Thank you, I know I am not the perfect mother keeping up with a teenager and his daily hygiene, I certainly do not need you reminding me. I canceled my subscription and will not be returning!

I had decided that I needed a new skin car routine before the beginning of the school year. I chose Proactiv because I'd had family members mention it. When I ordered my box, I got a confirmation email that my order had been processed and that I would be receiving an email about shipping in a few days. A few days got by, then a week. I finally email their costumer service, turns out my box had been shipped but I just hadn't gotten any email about it. That should've been my first red flag. When I finally got my shipment, I was missing a product, a whole entire step in a three step routine. I immediately contacted customer service via their chat (bad idea since the website sucks), and after a good 20 minutes got them to send me a new product. After that I made the decision to just stop using proactiv all together. I had used other skincare brands in the past who I didn't have to battle this much. So I called them. I was told that my address was in the system wrong. I had checked multiple times, it wasn't. I was also offered 20% off my next order. The lady I spoke too basically tricked me into keeping my account. Which I didn't want. At this point I'm just gonna change my card to one that doesn't work and start using curology again. At least they make canceling easy

Since Proactiv won’t post my review on their site, I am posting it here.

As a loyal customer of over 10 years, I am so incredibly disappointed and frustrated with Proactiv’s service as of late. I opted for a 3 month auto-renewing subscription for an easy customer experience. This has not been the case at all. Every cycle, I end up having to call customer service because there is ALWAYS some sort of issue. I honestly cannot remember the last time I was able to easily receive the products that I pay for. Whether it’s a box that is incorrect or missing items, or a scheduled shipment that does not ship on time or at all, I find myself receiving my SCHEDULED products 2-3 weeks late, every time. Their motto, “get clear skin that stays clear”, only works if we are able to receive the products on time and consistently, to avoid gaps in the acne treatment.

I absolutely love the products but going through the pain of receiving them every cycle is not worth it. If you are looking to get Proactiv, save yourself some frustration and find a similar company. That is what I will be doing.

I had been a Proactiv customer 19 years, so I can give good perspective. I was a member from 2003 until 10 minutes ago. My skin was a lot oilier when I was younger but the product still worked well for me. I also liked the face mask and emergency blemish treatment. For 15 plus years my order was 2 cleansers and 1 toner. I eventually spaced my shipments out to every 5 months as I had a bit of a surplus and down to needing to only use it once a day as my skin has changed. This has gone flawlessly and customer service had been great until several months ago. 3 shipments in a row came in with only 1 toner and no cleansers yet I was charged full price. They also switched me to every 2 months shipment without my authorization. I was super patient and called them each time. Sure, they would send me the two cleansers but then 2 months later I got a shipment and charged full price again and only one toner. After the third time of this they were to send me the 2 cleansers that I didn't get again. Got the box today and guess what? ONE TONER! And that was to be the correction shipment! I was already going to cancel anyway but called and told them to cancel not only my membership but also the outstanding balance they showed for my last incomplete shipment. The guy tried to convince me not to cancel but he was just reading from a script. He said I had a great price being a long term client and if I came back later I would have to pay double, blah blah. Too bad. I gave way too many chances for them to correct this and they kept screwing it up. Even as he talked to me he said he could send me 2 more toners when what I already said I was missing was 2 cleansers! Proactiv is probably trying to weed out the folks paying the lower price by screwing us over on shipments sent incomplete or more frequently to get more $$ out of us. I am not rich and can spend my $$ wisely elsewhere. Rather sad they don't care about losing long term customers but as long as they scam in enough money and provide poor customer service teams that don't care, well then I don't care either. Used to be a really great and easy company to work with but no more. I am sure I can find good products now for my skin elsewhere. Now to call my card company to tell them to block any further charges Proactiv may try to sneak in. Good luck everyone on your own skincare journey.

AWFUL CUSTOMER SERVICE. Charged my account $200+ for my “subscription” I never agreed to. Did not send me any emails regarding my order before charging my card. I called to cancel the shipment only 10 minutes after receiving the email, and they said my order was processed and there was nothing they could do. Called customer service twice, absolutely the worst to the point where I think this is a scam. The product is great but this company is a scam and will charge your card with no warning and no way to get a refund. Now I have to work with my bank to get this money back. 0/10 do not recommend. Shame on Proactiv.

I had ordered proactive before. I should be able to order again.. WRONG! The customer practice customer assistance couldn’t find any nor repeat any of my name or numbers I was giving her. The proactive ID # was not even one she could find. Therefore leaving me out of the proactive ordering club to order what I needed. I believe this is done deliberately. I had NEVER been so mad in my entire life. I know something like that shouldn’t had gotten me so angry but I had been round and round with this woman for nearly a hour with numbers and even spelling my name and address wrong. My anger got the best of me and I am not proud that someone was able to get me so worked up but to all those of you who order from proactive, even though I love the product, the customer service makes it close to impossible to enjoy it. I went to our towns cosmetic store and bought what I need and I won’t have to ever be in that position again. Just wanted to write this to forewarn anyone ordering proactive from the direct store to save you from any un- wanted anger coming your way.

I have been calling proactiv each month since March and requesting a cancellation and refund and they keep charging me. Customer service is not only impolite but also won't do their job. If you request escalations you are dissuaded by the agent that we will be told the same things by the supervisor.
The products burned my child's skin badly and yet proactiv is not canceling the service. They have cheated me of almost $300 to date. When you insist that they escalate to a supervisor they put you on hold for extensive periods of time and eventually disconnect.

Although the Proactiv product is great, Proactiv has very deceptive billing cycles. Please do not allow them to automatically charged your account because you will regret it. The billing amounts are not explain thoroughly by "customer care" agents. The billing will not be equal amounts monthly and may even happen (all of sudden) twice a month. No communication and no break downs are able to be provided to you. As Proactiv is currently billing my card for a recent order, I was told I still owe a 'late billing' amount. Wow! Please do not sign up for automatic billing. The person I chatted with would not even allow me to interpret this billing mystery and rushed me through our chat and even closed our chat and just told me to call customer support. Didnt even say good bye! No way will I ever fall into this trap again. Great product but terrible service and 'monthly billing'. This is a deceptive practice that you will be receiving a formal complaint for.

Started a subscription and nothing is set to ship to me until NOVEMBER. I've tried emailing them to no avail. I will be canceling before ever even receiving anything! Whoever is reading this, just buy it from Amazon! You won't get the free scrub brush but it's way easier and you will receive it in a few DAYS, NOT WEEKS.

Edit: Not until I went to cancel my sub did anyone tell me what was going on. They're having delays on 90 day MD at the moment and they sent me a free 30 day kit to hold me over. November is supposed to be my next shipment.