ComplaintsforProven Skincare
Online Retailer
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Bought skincare from proven, cleanser didnt get my face clean, pump on day cream was broke when it arrived. Messaged company they did nothing for me. Got notified by my bank that proven charged me again, tried canceling as I didnt receive product and they told me it was formulated for me and wont except it back they are sending me the same product I had complained to them did not work. Ive seen many complaints about the same issue. They have fake reviews on ******** also.Initial Complaint
09/12/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Placed an order from this company in July. Did not or never have I placed a subscription order until I try a new product.Wrote the company several times after they charged my PayPal for an additional month and swear, they sent an email saying they were going to.The email was not headed with their name, so I didn't look at it well. I get a lot of scam email.I have ask for a refund, have not received an email, and feel there is something wrong with this company.No refund as yet.Life Spectacular (PROVEN)Sep 4Automatic Payment - $139.09 Subscription summary Proven System x 1 Cancellation date 09-Sep-2023Customer response
10/03/2023
The company has resolved this with me. Thank you so much for your help!
*****************Initial Complaint
08/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased eye cream from Proven Skincare. After two months of using said product, a horrible rash developed. I thought I canceled my subscription (I did not, I only paused it - that is my error), and when I saw a new set was mailed to me, I reached out to the company, made them aware of my issue, and asked if I could return the said product for a refund. Not only did this company gaslight me into saying it was my fault as I was using another product, and I was told due to the personal nature of the formulation, no refund would be issued because it can't be reused. Currently (8/9/23), there is no clearly written return/refund policy informing customers of this so-called policy. If there is, I have yet to find it on their website. I also reviewed the subscription terms of the agreement, and there is no mention of this policy either. Please understand this is not buyer's remorse. I had a horrible reaction to a product; I only wanted to return the unused product and receive a refund.Initial Complaint
06/27/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Unable to cancel subscription. I have logged into the website twice. Canceled the subscription. And then, I log back in and my subscription is still active. Another shipment is on the way AFTER I canceled. The cancellation process is also challenging - you have to click thru, no joke, 20 pages of sections and surveys. And it still does not take!Initial Complaint
03/29/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Unable to cancel subscription on website. Submitted request to be emailed as they dont have an email on their website listed. This makes creating a paper trail of my attempt to cancel my subscription impossible. Never received reply.Initial Complaint
11/24/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I would like a refund for my last shipment of the product. I can no longer use there product due to the damage it is causing to my skin but they continue to want to reformulate instead. I do not want that and have stopped using their product.Initial Complaint
11/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I decided to purchase a skincare subscription based on ads and information I saw on ********* I received my first shipment in the Spring of 2022 and my second in the summer. After several months of use, I developed a severe allergic reaction and had to stop using the products, but forgot to cancel. I noticed a few days ago that my credit card was charged for the fall shipment. I had received no reminder email, even though the company states that they would be sent prior to processing subscription orders. When I went on the website to check the status of the order so I could quickly cancel it, I was unable to pull it up. I was not able to see the order, only the notification that it was in process. Therefore, I could not cancel or edit the order. I could only cancel my future shipments. I emailed the company immediately in hopes of stopping the processing order, fully describing the problem. After two days, I still have not received a reply. I sent them a message via Instagram and another via ******** Messenger, again to no avail. I truly question whether this is a legitimate business, or just a scam. When I sent messages via ******** and Instagram, I only got an automated response stating that the fastest way to get a reply is via email. I sent a second email, again with no response. The worst part of this entire company is that because the products are supposedly customized, they are non-returnable. Now, I am out $109 and with products I am unable to use. You cannot even speak to a live person. If I could give the company zero stars or an F rating myself, I would do so. I do not recommend this company or, therefore, these products to anyone. I feel as though I was scammed.Initial Complaint
11/21/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased their product 2 months ago - they only offer a "subscription" service. Typically if I don't like a product I'll cancel. The product caused burning to my face, as well as rash. The night cream had a horrible scent, that slowly lingered. I couldn't figure out what was smelling awful in the middle of the night. It reacted with my pillowcases and wouldn't wash out. I just got another shipment, without notification. They told me I should have checked my junk/spam email that it was going to ship. Only notification I got was that it HAD already shipped, not allowing enough time to cancel the second shipment. They won't refund, but they will re-formulate the product. I don't want a reformulation of garbage... I want my money back for an overpriced product that did damage to my skin.Initial Complaint
03/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Proven Skincare is a company selling skincare due to my rosacea, I was looking for a moisturizer that could help. Ive seen them on ******** so I decided to purchase. I have no issue with the product itself. What happened is by forgetting I was signed up on a auto-ship I received a second box of skincare. I wasnt ready for it or even needed it at the moment but since it had been shipped I kept it. On Feb 20 around midnight a notification on my phone went off and when I looked it was a charge from Proven for another set of skincare. I thought I had cancelled after the previous set had came but apparently not. So once it arrived I messaged Proven to tell them I received a shipment I did not want and the shipping box had NOT been opened so everything is still in new condition. I was informed there are no returns. What the heck. I dont need a 3rd box of cleaners. Im still using my first box. My complaint is that I did not receive a text or email in Feb that they were about to charge my credit card AGAIN. My first notice was when my card was charged at midnight and at that point was too late. They say the sent an email in Feb, but where is it? I never saw it or received it. Clearly after receiving the second box of skincare I didnt want/need I would have stopped the 3rd if I had received a reminder. Without sending reminders that you have an upcoming shipment, they can charge your card and refuse to give you a refund on unopened unused product. How is that right?Initial Complaint
02/02/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
First product was delivered late and they wouldnt accept cancel. Decided to proceed even with horrible customer service. My face is now peeling and burning from their product. My skin has never been this dehydrated or broken out in my life. I demanded refund and send product back and no word at all.
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Customer Complaints Summary
13 total complaints in the last 3 years.
3 complaints closed in the last 12 months.