Complaint Review: Proactiv Solution - Internet

 8/20/13: I ordered Proactiv Solution online and had to change the shipping address after placing the order. I immediately called Proactiv to make this change. They said I'd have to call back after 72 hours (really?) because my account information wasn't available yet.

8/22/13: I call back and provide the new shipping information. From there, I thought I was good to go. 

8/24/13:  Proactiv calls indicating they just need me to give them the "ok" before they ship it. (I thought I already did that?) The individual provided me with her name, and said I'd be able to call back and ask for her. I called back twice but no one could refer me to her. So I had to go through the whole story with another account supervisor, who then assured me the package would be shipped.

8/27/13: Another voicemail, stating that the item was shipped (they provide the wrong shipping address when confirming it was shipped.)- I have to call back and confirm the shipping address again.

9/2/13: Package never arrived.  At this point I can't see having to call them again. In order to speak to a supervisor you have someone tell you 'No' in 35 difference ways before they finally do it. Every time you try to seek help without a supervisor, they say "unfortunately there is nothing I can do". I email customer service and explain the situation, asking for them to please send it to the correction location.

9/2/13: Receive an email response indicating that orders take 2-3 weeks before the package may arrive. They confirmed that the address I provided is the one it would be sent to.

9/23/13:Package still hasn't arrived. I send another email to follow up. Their response indicated the order was processed on 9/20/13 (a month after I placed the order).

9/23/13-9/25/13: I finally ask for a refund- I sent SIX email requests, within each I explained the situation. Each and every time, I received the same copy/pasted response, (not addressing my refund request):

"Thank you for your e-mail. Your order processed on September 20, 2103. Proactiv Solution shipments are sent through Federal Express. The expected delivery time for club entry shipments in the Continental U.S. is 5-7 business days (Canada 10 business days); replenishment shipments take 2-3 weeks (Canada 10 business days). Outside the Continental U.S. the expected delivery time is 4-6 weeks.

There is not a tracking number available for our shipments since they are shipped in bulk. If you requested rush shipping the shipping time is 5-7 business days from the time it leaves our warehouse.

If I can be of further service, please feel free to contact me. You may also contact customer service at 1-800-950-4695."

9/25/13: I finally make the dreaded call to Proactiv. I am told that the order cannot be cancelled and I cannot receive a refund. The customer service rep continues to repeat that, over and over, repeatedly refusing to send me to their supervisor, stating "they are just going to tell you the same thing".

This was the worst experience I've had with any company and I urge people to avoid this. It also took me several OTHER attempts to get my account cancelled. It stressed me out beyond belief. I just wanted to order shipped somewhere. That was it. What was most insulting was their lack of any concern as I was pleading with them via email. They shouldn't have bothred to respond at all because the automated response which ignores everything you've sent them is insulting.

From the beginning to end, this probably cost me more than a day's time. Just because I placed one Proactiv order.