Complain about a product or service

Neutrogena

Lia of Bowling Green, OH October 20, 2009

I ordered the Neutrogena Skin ID product 2 months ago, and they have been terrible since. When I placed my order I was going to be moving in the next few days, so I placed it under my new address. When I moved there was a slight change to my address, so I contacted them right away to fix it. this was a week after placing the order, but I was told that they could not change or stop my order. So 2 months went by until they emailed me saying I needed to give them my correct address so my order could be resent. I responded with the address, but also stated that i had attempted to resolve this before the order had shipped and Had been treated like dirt and was insulted.

I had sent this email to "Cynthia" who had emailed me. Well my response came from "Alan" who address me as Cynthia the whole time. he did not acknowledge my complaints and Just informed me it was being shipped and that i would be charged on the 12th. I recieved my package on the 15th. I had to sign for it. Suddenly there are charges for 2 orders on the 12th and the 15th on my Credit Card, and both without the discount I had used. I called their customer service line since I was fed up with the lack of respect and response in email, But it was no better. The woman was nice enough, I believe her name was Karen, but when I told her what happened suddenly she insisted that I had placed 2 orders. When I insisted I hadnt she claimed the post office must have told me that my order was returned and not them, and kept insisting until I told her I had emails from her company and could prove it if she liked.

Cheryl of Phoenix, AZ August 17, 2009

I have been a long term Neutrogena customer from when you had a kiosk at the Westfield San Francisco Center. As I live in Phoenix, AZ I worked with Sarah M, Skincare Center Store Manager, to have Nutrogena 32 oz. Body Lotion; Light Sesame Formula, shipped to me in AZ. As I had ordered in bulk it lasted me quite awhile. I have begun to run out & attempted to contact Sarah today at the Los Angeles number I have contacted her at before.

The operator was extremelty rude to me; indicated there was no-one there by that name, refused to give me her name or transfer me to a supervisor. I tried to explain I wanted to place an order & she was very nasty & said Sarah no longer works there & if I didn't have an exact name for Sarah's replacement there was nothing she could do for me & then proceeded to hang up on me! I realize this product has been discontinued, however in the past they were always able to find extras & I would purchase them & have them mailed to me in AZ.

carl of prescott valley, AZ July 7, 2009

I used Ultimate sport sun block spray and it burned my skin, not a rash but burn with a blister.

Linda of Rayville, LA June 16, 2009

My daughter, grandson and I used Neutrogena Ultra Sheer Dry-Touch Sunblock SPF 100+ on Saturday 06/13/2009 on our total body before going swimming for about 3 hours. My daughter did receive burning to her face and shoulders and my grandson a little on his neck but me-I received 3rd degree burns on my face under my eyes with bleeding blisters, redness, major burning and pain on my shoulders, both breasts and blisters there. It is very difficult for me to sleep at night with the nerve pain from the sunburn.

I have not lost work or money from this sunburn but it has disfigured me for right now with two big scabs under my eyes and nose. My doctors stated they were 3rd degree burns and that "the damage was done". I also have cancer which I am fighting right now so hopefully this sunburn and blistering won't aggravate it.

Karen of Los Angeles, CA June 5, 2009

This product actually made me break out. I should also warn you that in buying one shipment you are buying into the entire program. Imagine my surprise when my second shipment arrived and Neutrogena told me that I couldn\'t return it. I'm thinking of selling it on ebay. Frankly, I feel sort of scammed by Neutrogena. They hid in the Terms and the Shopping cart that in buying one shipment you're buying into the program. It's not mentioned anywhere else on the website, and you can't cancel via the website either. You have to call them. Of course I didn't know there was anything to cancel until my second shipment arrived.Try Clearogen. www.clearogen.com.

annie of pine bush, NY June 3, 2009

I used the product as directed and after several weeks my skin became irritated and was unable to cancel my next shipment before my account was charged. I did not open the box and called to return the product and they said no returns/ refunds after 60 days of initial shipment. Not a very good way to stand behind a product. I am 100.18 out and my skin is terrible, even worst than before I started using this product. I seen a dermatoligist and was prescribed medicine, cream and a wash to correct my skin.

Jose of rockford, IL May 27, 2009

I purchase Skin ID they charged me 50.14 to my credit card. I tried the product and didnt worked it all. I sent back the package and I call customer service to get my money back, i have call customer service about 15 times and they keep making execuses they said they didnt received the package.

i have the tracking number and the USPS tracking number says the package was delivered on time. now some how the package is lost and they cant give me my money back. they just making excuses they dont want to give the money back.

Deborah of Roanoke, TX May 26, 2009

When I tried to cancel my account for Skin ID, I was told I cannot return the unopened box I just received in the mail because product can only be returned within 60 days of the beginning of your "subscription". This is theft in my opinion. This was not made clear when the account was opened. I will never purchase Neutrogena again and will warn everyone about them.

Julie of Orange, CA April 16, 2009

Julie of Orange CA (04/16/09)
Neutrogena Skin ID's product website needs to make the subscription aspect of their product BLATENT. At no time in the shopping experience did I get that impression. Any mentions of any subscription based charges and product delivery are 1). mentioned only once on their homepage under the euphamism memebership in smaller type; this lead me to believe that becoming a memeber of SkinID would gain me access to their dermotologist service 2). buried in a small note 3/4 of the way down the first invoice email from SkinID that products will be delivered and charged every 2 months 3). supposedly repeated in the checkout process 4). in their FAQ 5). burried in their legal copy. Just because [they] have the word membership buried on homepage in small type doesn't communicate to the consumer SkinID is a subscription based product that will charge your credit card every 2 months!

Upon receiving a couple emails from SkinID about logging in to recieve memebership benefits and that my products should be running out by now, I twice tried unsuccessfuly to retrieve password to: delay the next shipment, see the type of customization I can do with my products and see what other benefits I could access however those password emails never came. After I saw the reoccuring charge on my credit card, I called a representative who successfully sent me my password and I was STILL unable to access my account. How can I modify, delay, customize any part of the shipment if I can't even access my account!

Speaking to the representative, he made it clear that other customers were experiencing the same issue and the only thing he could do was elevate my ticket to the in-house tech team. A big brand like Neutrogena should be embarassed at the level of sales communication and lack of basic access on customer accounts. This was a horrible shopping experience and I will not recommend SkinID as a product that upholds the expectation and standards of Neutrogena.

I'm out 45.00 because I was unable to access my account through the SkinID website.

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