ComplaintsforApostrophe

• Initial Complaint

  08/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I decided I no longer wanted the subscription for my skincare prescription and wanted to cancel. The company advertises "cancel anytime" implying that the cancellation process is easy and fast. I tried to log into my account and once logged in was taken to a landing page for checkout on an eyelash serum. This is not something I ever attempted to buy. There was no option to go to another page on the website and it appeared to be stuck in the checkout page. I logged off and cleared my data history and cookies on my browser and attempted to log on again. I was brought back to the same checkout screen with no option to navigate to another page. I searched customer service and was taken to a page where I could email their care team a complaint or issue. I filled out the form requesting my subscription be canceled and told them about my issue with the website. I never received any communication back from the care team. A few months go by and I am charged again $75. I attempted to log onto the page and again could only access the checkout page as described before. So, I googled a customer service number to the company and called the number. The person who answered said it was a number to the fulfillment center and they had no other known customer service numbers. The person was nice and tried to help but ultimately told me they couldn't cancel the subscription or reverse the charge. I explained I tried to cancel it 3 months prior. He said this is all they know to do is message the care team and that the fulfillment center could message the care team directly for me in attempt to resolve my issue. I am ONLY trying to cancel my subscription and account at this point. I ultimately had to call my bank and dispute the charge and put a stop payment on any future changes. I STILL cannot access anyone or any page on their site to get help with my account or cancel my subscription. The ease of cancellation is false marketing and a lie and they have no customer service line at all.

  

  Business response

  09/03/2024

  Hello,
  
  We apologize for the delay. Our team is working through a large number of messages at the moment, and we greatly appreciate your patience. Were sincerely sorry to hear about your experience and that youre having trouble contacting us through your patient account. 
  
  To help clarify, it looks like you may have multiple accounts with us and wed be happy to help update account information for you. Patients can also reach out to the care team via email ******************************* or through the Contact option on our website. 
  
  We will be following up with you via email and your patient dashboard to help resolve this matter as quickly as possible.
  
  Sincerely, 
  The Apostrophe Team
  
  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Reached out to this company 4 times requesting them to either change my shipping address or give me a refund WHILE my order was in processing as I no longer have access to the shipping address and will never see the product.I got zero responses from the team. On 08/22/2024 my order was shipped without hearing a word back from the team. I have since reached out two more times asking for a refund as I did everything in my power to get a hold of them before it processed and shipped and I have still yet to hear back from them. I am now out 75 dollars for a product I will never see and never use. The customer service here is horrible and there is no number to even call to talk with someone when they do not respond to messages AND emails.

  

  Business response

  08/27/2024

  Hello,
  
  We apologize for the delay. Our team is working through a large number of messages at the moment, and we greatly appreciate your patience. Were sincerely sorry to hear about your experience and that youre having trouble contacting us. 
  
  The good news is you have been provided a full refund. Your refund should be reflected on your bank statement within 510 business days.
  
  To help clarify, we cannot change an address once an order is generated. We do provide the opportunity to adjust your order 6 days prior to your next shipment via email if any changes need to be made. We also require at least 48 hours' notice prior to updating or canceling upcoming shipments to allow the request to be processed. This policy is in place because we cannot accept returns on prescription medications due to *** regulations.
  
  We will be following up with you shortly to help further clarify. Please let us know if there's anything else we can do to help resolve this by responding to us via your patient dashboard.
  
  Sincerely,
  The Apostrophe Team

  Customer response

  08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello! The advertisement on Apostrophe (www.apostrophe.com) website makes it seem like the $20 dollars you are charged at the very beginning is a payment towards a formula, when actually the $20 dollars charge for SIGNING UP is for a consultation only.They should be CLEAR, especially during this first step, and make information understandable so that customers FULLY KNOW what they're being charged for, before charging anything. Transparency and clear information is what every customer deserves. Consequently, I am not satisfied with the prescription the dermatologist gave me, and I refused purchasing the formula prescribed, requesting a full refund of my money. I used their chat to request the refund, since it's the only way to get into contact with them; however, it's been four days already and I haven't heard back from them.

  

  Business response

  08/27/2024

  Hello,
  
  Were sincerely sorry to hear about your experience and that youre having trouble contacting us.
  
  To help clarify, before completing the checkout process patients are informed that their first Apostrophe visit costs $20, which includes a virtual consultation, the creation of a customized treatment plan, and ongoing support from our care team. Apostrophe is committed to making high quality skin care easily accessible to all patients. The virtual consultation from one of our dermatologists is a valuable part of that.
  
  While we are unable to refund your $20 consultation fee since your provider completed your treatment plan, we have added a $20 RX credit to your account to use toward a future order.
  
  Any questions you may have for your provider or adjustments you would like to request can be sent to the Apostrophe Care Team, who will then forward it to your provider. 
  We will be following up with you shortly to help further clarify. Please let us know if there's anything else we can do to help resolve this by responding to us via your patient dashboard.
  
  Sincerely,
  The Apostrophe Team

  Customer response

  08/28/2024

   
  Complaint: 22197212
  
  I am rejecting this response for the following reasons:

  1) On the Apostrophe website, you have several areas of saying you can get a custom treatment plan and that custom formulas start at $25/month for a minimum of 3 months - which was okay, BUT nowhere did Apostrophe say that the $20 charge you pay for SIGNING UP is for a consultation.

  As I told you in my initial complaint: your advertisement made it seem like the $20 was a payment towards any formula, of which I decided not to purchase because I was not happy with the prescription the dermatologist wrote for me.

  2) I reached out for a refund and was told through automated email I'd get a response in a short amount of hours. However, Apostrophe DID NOT get back to me until I reached out to BBB, through which Apostrophe denied a refund because apparently you HAVE to pay for a dermatologist consultation.

  3) Again, the fact that you HAVE TO PAY $20 for a consultation should be made CLEAR on Apostrophe website, because IT IS NOT clear at all. It is quite misleading, actually. It need to be made clear so that customers FULLY KNOW what they're being charged for. 

  Then, again, I am requesting an immediate and full refund; I do not want any credit towards any of their formulas because of such a bad initial experience.

  
  Sincerely,
  *****************************

  

  Business response

  08/29/2024

  Hello,
  
  Thank you for following up, and we sincerely apologize if you didn't find our resolution satisfactory.
  
  You have been provided a full refund for your purchase. Your refund should be reflected on your bank statement within 510 business days. If, for any reason, your refund has not been posted within that time frame, please let us know as soon as possible. 
  
  The RX credits have been removed from your account. We will be following up via your patient dashboard shortly as well. 
  
  Sincerely, 
  The Apostrophe Team
  
  

  Customer response

  09/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was looking to check out the skin care options offered by Apostrophe. Upon looking on the website I saw that they offer consultations and the payment would be taken after I accepted the treatment plan. Before my order was even processed, I decided to explore other options. I sent numerous emails to the care team for days and even sent messages through my account and nothing, no help, no response. The pricing is also extremely misleading, they advertise that treatments are $16 a month and then tuns out it is $45. Once I realized this false advertising I wanted to stop the shipping before it even took place and there is no number or person to reach out to. It is extremely frustrating and not good business practice.

  

  Business response

  08/12/2024

  Hello,
  
  We apologize for the delay. Our team is working through a large number of messages at the moment, and we greatly appreciate your patience. Were sincerely sorry to hear about your experience and that youre having trouble contacting us.
  
  The good news is your order has been cancelled and youve been given a $45 refund your refund should be reflected on your bank statement within 5-10 business days. If for any reason your refund has not been posted within that time frame, please let us know as soon as possible.
  
  To help clarify, all Apostrophe topical medications are a 90-day supply, costing $90 per bottle for a single purchase and $75 per bottle with a subscription. As for the oral medications, the cost varies depending on the number of tablets you order and the medication. 
  Unfortunately, we are unable to refund your $20 consultation fee since your provider completed your treatment plan.
  
  We will be following up with you shortly to help further clarify. Please let us know if there's anything else we can do to help resolve this by responding to us via your patient dashboard. 
  
  Sincerely,
  The Apostrophe Team

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 7/21/24, I paid a $20 consultation fee for my child, ***************************, in order to obtain a treatment plan for his acne. On 7/22/24, I received a text message that his treatment plan was ready for review. When I followed the link provided via text message, it automatically brings me to a page asking me to pay a $20 fee for fine lines and wrinkles. When I attempt to log into my account directly from the website I am not able to log in as I continue to be prompted to pay for a consult for fine lines and wrinkles. I cannot contact Apostrophe support through my account because I cannot get past the prompt to pay for another consult I didnt ask for, and have had no response from a general support request I sent through their website. I want access to my account for the treatment plan for my son I paid for, and need someone at Apostrophe to contact me for a resolution. If it cannot be resolved, I want a full refund.

  

  Business response

  07/25/2024

  Hello,

  We apologize for the delay. Our team is working through a large number of messages at the moment, and we greatly appreciate your patience. Were sincerely sorry to hear about your experience and that youre having trouble contacting us through your patient account. 
  
  To help clarify, it looks like you may have multiple accounts with us and wed be happy to help update account information for you. Patients can also reach out to the care team via email ******************************* or through the Contact option on our website. 
  
  We will be following up with you via email to help resolve this matter as quickly as possible.

  Sincerely,
  The Apostrophe Team

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I decided to try Apostrophe. The website directed me to pay for my 3 month supply of Spiranolacton--which I did through my PayPal account. I have receipts. I was charged.AFTER I paid, I was directed to complete a medical history and to upload pictures for their providers. Partway through this registration process, I was informed that they cannot prescribe the medication I had already purchased because I am over 45. IF I had known that originally, I wouldn't have purchased the medication. I want a full refund.The website won't give me an official account because I didn't complete the survey. I will need to be "located" by their company through my email/phone number. I have now been on hold for over an hour with their "customer service".

  

  Business response

  07/10/2024

  Hello,
  
  Were sincerely sorry to hear about your experience and that youre having trouble contacting us. We will be following up with you to help resolve this matter as quickly as possible. 
  
  To help clarify, it looks as if you may have found us through ****** Shopping. ****** requires that you make a prescription purchase from us before you can start your consultation. 
  
  We sincerely apologize for any confusion regarding the process involving ****** Shopping. We greatly appreciate your feedback on this, as its the only way we can improve this process.
  
  The great news is you have been provided a full refund. Your refund should be reflected on your bank statement within 510 business days. If, for any reason, your refund has not been posted within that time frame, please let us know as soon as possible.
  

  Please let us know if there's anything else we can do to help resolve this by responding to us via email. We will be following up with you shortly to help further clarify. 

  Sincerely,
  The Apostrophe Team

  Customer response

  07/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My name is *********************************** and my daughter reached out to be evaluated to use the product with the hopes of improving her complexion. In my opinion she had minimal acne and upon taking the product had a dramatic increase in pimples and acne from the use of the solution. The product alone gave her the worst acne of her life however she was strongly encouraged to stay the coarse which she did and it worsened. Upon returning home from college she returned back to her normal routine and within 7-10 days had a dramatic improvement and almost elimination of all issues. I am reaching out as i deeply upset by the way the company is operating, the inability to connect live with a representative and how they continued to encourage her to use and pay for a solution that did not work. Then when she cancelled they proceed to bill her for products that she never received. The operating practices are poor overall.

  

  Business response

  06/21/2024

  Hello,

  Were sincerely sorry to hear about your daughters experience and that she is having trouble contacting us. We apologize for the delay. Our team is working through a large number of messages at the moment, and we greatly appreciate your patience. 
  
  To help clarify, patients can communicate via the patient dashboard to contact the Care Team. Patients are often encouraged to keep up with their treatment plans and be as consistent as possible to get the best results. Patients can also submit regular follow-up visits for their provider to assess their progress and adjust their treatment plan accordingly. 
  
  With that, the good news is that we have provided a refund. The refund should be reflected on your daughters bank statement within 510 business days. If, for any reason, the refund has not been posted within that time frame, please let us know as soon as possible.
  
  Please let us know if there's anything else we can do to help resolve this by having your daughter respond to us via the patient dashboard. We will be following up with her shortly to help further clarify. 
  
  Sincerely,
  The Apostrophe Team

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I found their site on line I was looking for a specific product which they offered added it to cart and proceeded to check out and gave them my hsa credit card information they charged me $75. Then they asked a bunch of questions had me take photos of my face to show my skin condition and instead if the product I thought id be getting thry changed it to something else then up charged me to $90. I added tretinoin to my cart and thats not what they wanted to send me. Ill send pictures showing the $75 prescription credit (charge) and what they switched my order to. *** sent several messages and no response I told them to forget the order its not what I asked for cancel everything and give me a refund. They say they reach out within hours on their page yet I havent received one message back to my questions. I dont think its right that they switched my product and charged me without my consent. I believe them to either be a scam or just a horrible business. I just want a refund and to never ever do business with this company ever again!

  

  Business response

  06/18/2024

  Hello,

  Were sincerely sorry to hear about your experience and for the delayed response. Our team is working through a large number of messages at the moment, and we greatly appreciate your patience. 

  To help clarify, patients can edit their subscriptions by entering their cart to add and remove products before an order is processed or submitted.
  The good news is that we have provided a full refund. Your refund should be reflected on your bank statement within 510 business days. If, for any reason, your refund has not been posted within that time frame, please let us know as soon as possible.

  Please let us know if there's anything else we can do to help resolve this by responding to us via your patient dashboard. We will be following up with you shortly to help further clarify. 

  Sincerely,
  The Apostrophe Team

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been an Apostrophe customer for four years and use their auto-fill subscription service. The price has always been $75 per prescription fill. With my most recent shipment, the price went up to $102 dollars without notice. When the shipment arrived, my prescription was in the box as well as a tube of sunscreen that I did not order. I went into my account and discovered that Apostrophe had added sunscreen to my existing auto-fill order without my knowledge at a cost of $27, which is why they charged me $102. I did not order this product, I do not want this product, and most importantly, it is wrong for retailers to just add products to autofill orders without the purchaser's knowledge or consent, then charge them for it.I am happy to pay the $75 dollars for the prescription that I ordered, but I would like a refund of $27 for the item they added to my cart.Order Number - Ri3QgZatDk Order Date - 6/10/24

  

  Business response

  06/17/2024

  Hello,
  
  Were sincerely sorry to hear about your experience and for the delayed response. Our team is working through a large number of messages at the moment, and we greatly appreciate your patience. 
  
  To help clarify, patients can edit their subscriptions by entering their cart to add and remove products before an order is processed or submitted.
  
  The good news is that we have provided a full refund. Your refund should be reflected on your bank statement within 510 business days. If, for any reason, your refund has not been posted within that time frame, please let us know as soon as possible.
  
  Please let us know if there's anything else we can do to help resolve this by responding to us via your patient dashboard. We will be following up with you shortly to help further clarify. 
  
  Sincerely,
  The Apostrophe Team

  Customer response

  06/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **************************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted to purchase so metronidazole, they asked for my payment method and I clicked PayPal, before completing my purchase I backed out. I logged back in and it was prompting me again to pay 75 dollars even though my account was already charged. It will not let me proceed without submitting another payment yet I received no services or have any product on order. I tried emailing customer service and I got a message back saying the email does not exist

  

  Business response

  06/17/2024

  Hello,
  
  Were sincerely sorry to hear about your experience and for the delay in response. Our team is working through a large number of messages at the moment, and we greatly appreciate your patience. We will be following up with you to help resolve this matter as quickly as possible. 
  
  To help clarify, it looks as if you may have found us through ****** Shopping. ****** requires that you make a prescription purchase from us before you can start your consultation. 
  
  We sincerely apologize for any confusion regarding the process involving ****** Shopping. We greatly appreciate your feedback on this, as its the only way we can improve this process.
  
  We want to let you know that you have not completed the patient registration and have not incurred any charges on your account.
  
  Please let us know if there's anything else we can do to help resolve this by responding to us via email. We will be following up with you shortly to help further clarify. 
  

  Sincerely,
  The Apostrophe Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩