Complaints

This profile includes complaints for Proactiv's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Proactiv

  3 Skyline Drive Hawthorne, NY 10532

• 

  Proactiv Solution

  5555 St. Louis Mills Pkwy #C12 Hazelwood, MO 63042

• 

  Proactiv

  120 Broadway #500 Santa Monica, CA 90401

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On today's date I received a text from a collection agency saying I was referred to collections for a debt with alchemee...also known as proactiv. This debt says it was from June *******. I have not done business with them since I closed my account within the legal time frame and upon doing so it showed it had zero balance. Now they have referred me to collections and I NEVER even heard from them after canceling my account. They told me everything was fine. I want this recalled and removed as a debt because I do NOT owe them any money.

  Business Response

  Date: 07/17/2025

  
  Dear ******,
   
  We sincerely apologize for the confusion and frustration you've experienced regarding the recent collection notice. We understand how concerning this must have been, and we appreciate the opportunity to clarify and resolve the matter.
   
  Following your recent interaction with our social media team, we found that on July 21, 2022, you contacted us to cancel your subscription. At that time, our customer care representative offered a complimentary trial kit of a different product and informed you of a pending balance of $69.90 (two payments of $34.95) related to Order #********, placed on June 26, 2022. 
   
  Your orders were eligible for installment payments as one of the benefits of having a subscription; however, the final payment of $34.95 was not successfully collected, resulting in an outstanding balance.
   
  As July 16, 2025, this matter has been fully resolved by our social media team. The remaining balance has been canceled as a gesture of goodwill. Please note that you may continue to receive automated collection notices in the short term, these can be safely disregarded, as your account now reflects a zero balance.
   
  We also confirm that you subscription has been fully canceled, 
   
  Once again, we apologize for any inconvenience this situation may have caused and thank you for your understanding.
   
  Best regards,
   
  ****** *.
  Corporate Escalation
  Proactiv 

  Customer Answer

  Date: 07/17/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:05/02/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a customer of ********************** since 2014 & I just got off the phone with customer service, I was shocked by the way a supervisor spoke to me, the way the call was handled, & how she hung up on me after I repeatedly told her I was speaking & why she was talking over me, even when I asked her to stop talking so I can further explain the problem I was having because she was repeating the same thing over & over. Why are Proactiv employees able to speak to customers this way? There are unique circumstances related to my issue & what I was requesting due to the miscommunication of my subscription status. June of 2023, I called to let them know I want to switch the products of my subscription, and I was told that service is no longer an option! The customer service representative told me that I could put a hold on that subscription and would be able to keep further purchases at the membership rate because I have been a member since 2014. That statement is not the same thing I was told by a customer service representative today. I was not aware that the hold was "temporary," the information provided did not state I would then continue to receive the same products I told them in March I no longer needed (at that point I had 9 of each bottle, and knew I would be all set with those items for years at that point), I mentioned that fact to him on that call and we laughed about it at that time. I was able to put an order in for the items I wanted to substitute in my subscription and those items were shipped on October 18, 2023. After the conversation with the customer service representative, I was happy with the outcome and felt valued as a customer. After reviewing my bank statements, I found out they were still shipping orders to an address I have not been at since July of 2024. I told them I can provide proof of my relocation as evidence of why it took longer than the return period allows, since I was not expecting any other shipments until I called them to restart it.

  Business Response

  Date: 05/08/2025

  Dear *****
  
  We sincerely apologize for any inconvenience and confusion you have experienced. After thoroughly reviewing the case, we have identified areas where our service fell short of the standards we strive to uphold.
  
  We understand that your experience with our customer service team was not satisfactory and did not reflect the professionalism and respect we aim to provide to all our customers. While the specifics of the situation were complex, it is clear that the manner in which your concerns were handled was not in line with our values.
  
  Upon reviewing your account, we have carefully examined all the interactions you referenced. We sincerely regret that when you contacted us on June 26, our agent did not clearly communicate that your subscription was postponed for six months, rather than being placed on an indefinite "hold." Our system is designed to allow only a six-month postponement from the last order created, and does not support indefinite holds or pauses. This miscommunication undoubtedly led to confusion regarding the subsequent orders, which were sent to your previous address.
  
  Additionally, when you contacted us on May 2nd, the agent provided accurate information regarding the extension of your guarantee. The maximum extension we can offer is 120 days, and since two of your orders were from December (#********) and June (#********) 2024, they were not applicable for this extension, leaving only order #******** within the guarantee since it was made in March 2025.
  
  Despite this, we acknowledge that the supervisor to whom you were transferred did not handle the interaction in the best manner and failed to provide the information in a way that was clear and understandable from our perspective.
  
  In light of this, we have taken the following actions to rectify the situation:
  
  Canceled the pending balance ($21.28) on your order from March 18th (********) that was due on May 14th.
  Issued a full refund for the amount collected on the order from March 18th (********) for $45.95.
  Issued a full refund for the order from December 24th (********) for $67.25.
  
  These amounts will be reflected in your banking statement for the Mastercard ending in **** we have on file within the next 7 business days, depending on your financial institution.
  
  Please know you do not need to return the boxes or product anymore.
  
  Your feedback is invaluable to us, and we appreciate the opportunity to improve our services. We want to assure you we are taking immediate steps to address this issue internally. If you have any further concerns or require additional assistance, please do not hesitate to contact me directly.
  
  Thank you for your patience and understanding.
  
  Best regards,

  ******* *
  Corporate Escalation
  Proactiv

  Customer Answer

  Date: 05/09/2025

  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 and the matter has been resolved.  I appreciate the consideration offered and understanding of how disheartened and hopeless I felt from this is experience especially when I was talked over and hung up on.  This whole situation created a negative mindset with your company, because more than anything I just wanted to be heard.  I told them I was able to show proof of my move out-of-state after purchasing my house on July 22, 2024.  If I knew I had a postponement rather than a hold, I wouldve updated my address and I wouldve received and returned those packages within the timeframe allotted.  When reading the other listings of bad experiences from customers on this site, I realized my situation wasnt that unique and there have been multiple customers upset enough to take this extra step and vent their frustrations.  After a decade of loyalty with using your products, I strongly feel the choice to remove the option to edit membership orders doesnt best suite customer needs and does not give that flexibility any longer to try new products.  Again, thank you for offering your response, have a good day.
  
  Sincerely,
  
  **** ****
  
  
  
   
  
  

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Proactiv online with the understanding that I could cancel my subscription at any time. I signed up at the beginning of April. I have now received THREE boxes and just received another charge saying that another box is on the way. I called two days ago to cancel my Proactiv. They said that they canceled my subscription and that I should be receiving two emails 1) for confirmation of email change and 2) for confirmation of subscription cancelled. I never received an email from them, and like I said, I had another charge to my card today. This company charges customers without their consent and does not respond to requests to cancel subscription so they can continue charging customers as they wish. They also have false advertising that you can cancel your subscription online but there is no option. They said to use the chat to cancel but I have tried four or five times and it always says that this cannot happen. PLEASE INVESTIGATE THIS COMPANY. THIS IS NOT RIGHT. I have since canceled my card so that they cannot continue to charge.

  Business Response

  Date: 05/08/2025

  Dear *******,
   
  We sincerely apologize for the inconvenience and confusion you've experienced regarding your subscription cancellation. We understand how frustrating this situation must have been, and we appreciate the opportunity to clarify and resolve the matter.
   
  After reviewing your account, we discovered that two separate subscriptions were created under your name, each associated with a different email address. On April 4th, 2025 a subscription was created under ************************ and your first order (#********) for the Proactiv Solution 3-Step Routine - 30 Day was placed. This subscription was successfully canceled on April 29th, 2025 following your request.
   
  However, on April 9th, 2025, a second subscription was created under ************************** The first order (#********) was processed under this account, and because the subscription remained active, a second order (#********) was automatically generated on May 1st, 2025. Since these subscriptions were created under different email addresses, they were not linked in our system. As a result, canceling the first subscription did not affect the second one. The second subscription remained active until May 2nd, 2025, when you contacted us again to cancel it.
   
  To address this issue and as a gesture of goodwill, we issued a refund of $39.50 on May 2nd, 2025. This amount should appear on your bank statement within 4 to 7 business days, depending on your financial institution. Additionally, we canceled the pending balance of $49.90 associated with order #********, bringing the total adjustment to $89.40.
   
  We would like to confirm that both subscriptions have now been fully canceled. No further orders will be generated, and there is no outstanding balance on your account.
   
  Once again, we apologize for any inconvenience this may have caused and appreciate your understanding.
   
  Best regards,  
   
  ****** ** 
  ********* **********  
  ********   

• Initial Complaint

  Date:04/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told I no longer had a subscription and tried to renew my subscription. I was immediately charged for 90 day supply up front. I called immediately to try cancel the order and they refused. Tried to tell me because it was Tuesday I couldn't cancel the order and it shipped. I never received shipping notification and the order was placed at 10:50 and I called at 11:15 to cancel. They refused, told me they are not allowed to cancel orders. I just want the order cancelled and my money back.

  Business Response

  Date: 04/16/2025

  Dear ******  
   
  We sincerely apologize for the inconvenience youve experienced with your recent order and for any confusion or frustration this situation has caused. We would like to clarify the situation.  
   
  Upon reviewing your account, we can confirm that, as our customer care representative mentioned, you did not have an active subscription. With proactiv, you have the flexibility to purchase with a subscription or without as a one-time order. 
   
  The order you placed on April 15th was charged for the total cost of $88.85 instead of the usual three monthly payments. This because the payment plan is not available in one-time orders. 
   
  We strive for proficiency in your orders and delivery times. Despite your prompt call to cancel the order, our warehouse had already begun processing it, making it impossible to cancel.  
   
  If you would like to get a refund, we offer a 60-day Money Back Guarantee, the return instructions are inside the box. You can return the products within 60 days of receipt for a refund of your full purchase price (less S&H). Please allow 7-10 business days for the return to be processed after it is delivered for it to be credited back to your account.    
   
  We apologize for any inconvenience this may have caused. If you have any other question, to provide your tracking number so we can expedite your refund, or require additional information, you can always contact **************** at ************ Monday to Friday from 9 am to 6 pm EST, where our trained representatives will be happy to assist you.       
    
  Best regards,  
    
  ****** *.
  Corporate Escalation  
  Proactiv  
  

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The order has not been shipped yet, there is no shipping so the order should be able to be cancelled

   That is all I want is the order cancelled as it was not even 20 minutes from the time the order was placed to the time I called. There is no way the order shipped that fast and I still have not received shipping tracking information or an email that it shipped. The order should still be cancelled. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/22/2025

  Dear ******
   
  We understand your frustration and sincerely apologize for any inconvenience this situation regarding the cancellation of your order has caused.
   
  By the time you contacted us, even though the order was placed, our warehouse had already started processing your order to ensure you receive it within the expected time frame.
   
  After the order is submitted, we have a a wide timeframe to make modifications to the address, but it is impossible for us to cancel it, as we strive for a delivery time of 4-7 business days after the order is placed.
   
  Upon reviewing your account, we noticed the order was delivered on April 19th, four days after the order was placed. However, we understand you didn't intend to have this order. If you would like to get a refund, as we mentioned, we offer a 60-day Money Back Guarantee. The return instructions are inside the box.
   
  You can return the products within 60 days of receipt for a refund of your full purchase price, and as a gesture of goodwill, we will also process a refund for S&H. Please allow 7-10 business days for the return to be processed after it is delivered for it to be credited back to your account.
   
  Once again, we apologize for any inconvenience this may have caused. If you have any other questions, need to provide your tracking number so we can expedite your refund, or require additional information, you can always contact **************** at ************ Monday to Friday from 9 am to 6 pm EST, where our trained representatives will be happy to assist you.
   
  Thank you for your understanding.
   
  Best regards,
   
  ****** *.
  Corporate Escalation
  Proactiv

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled this subscription years ago and they kept sending the product. I find this company to be very annoying about cancelling, and this is why I buy this product elsewhere where there is no subscription or hassle.

  Business Response

  Date: 04/25/2025

  Dear ******,
  
  We sincerely apologize for any inconvenience and confusion you have experienced. Upon reviewing your account and the information you provided, we have discovered the following details regarding your account:
  
  Your ********************** account with Shopper ID ******* was created in 2023, and a subscription for Proactiv+ 3-Step Routine - 90 day was initiated.
  
  Please note that our subscription orders are always divided into three installments. This is why you had a balance due. Understanding this will help explain the payment you recently made.
  
  ORDER #********
  On November 30th, 2023, the first order for the subscription was created. This order (#********) had a total balance of $125.84, and divided into the following installments:
  
  $39.95 (+ $5.99 for taxes) collected on November 30th, 2023. 
  $39.95 collected on December 30th, 2023.
  $39.95 collected on January 27th, 2024.
  
  The installments of this order were linked to be paid through a **** card ending in *****
  
  ORDER #********
  On February 14th, 2024, an order for the subscription was created. This order (#********) had a total balance of $135.26, divided into the following installments:
  
  $39.95 (+ $15.44 for S&H and taxes) collected on February 16th, 2024.
  $39.95 collected on March 20th, 2024.
  $39.95 declined on April 17th, 2024.
  
  The installments of this order were linked to be paid through a **** card ending in ****. Since we were unable to collect the last installment of $39.95, it became a Past Due balance.
  
  FAILED ORDER
  On May 4th, 2024, we attempted to create the next order for your subscription, but the payment method did not go through, leaving the subscription in "Error" status until the payment method is changed or updated.
  
  ORDER #********
  On June 1st, 2024, an order for the subscription was created since a new payment method was added ********* This order (#********) had a total balance of $135.26, paid in the following installment:
  
  $119.85 (+ $15.41 for S&H and taxes) collected on June 4th, 2024.
  
  For this order, the payment method was switched to a single installment through ******, which is why the price was not divided into three payments.
  
  ORDER #********
  On September 18th, 2024, an order for the subscription was created. This order (#********) had a total balance of $135.26, paid in the following installment:
  
  $119.85 (+ $15.41 for S&H and taxes) collected on September 20th, 2024.
  
  For this order, the payment method remained as a single installment linked to ******* which is why the price was not divided into three payments.
  
  FAILED ORDER
  On December 20th, 2024, we attempted to create the next order for your subscription, but the payment method did not go through, leaving the subscription in "Error" status again.
  
  On April 10th, 2025, you paid the pending balance of $39.95 from order #********, and the order status was updated as paid with no remaining balance. Since this transaction updated the payment information of your account, the subscription was updated to "Active" again, and the next order was automatically scheduled to be delivered after 12 weeks, for July 10th, 2025.
  
  On the same day, you contacted us via our customer service line, and one of our agents assisted you in canceling the subscription. We can confirm that you no longer have any active subscriptions or pending balances on the account.
  
  We can assure you this payment you made of $39.95 is not for a new order or subscription, so you will not see any other charge or order from us.
  
  Additionally, we have thoroughly investigated your account since you mentioned you had contacted us previously to cancel. Unfortunately, we have not found any evidence, whether through email, chat, or phone, of you contacting us to cancel in *********. This is why the cancellation was processed in April 2025.
  
  Thank you for your patience and understanding. 
  
  Best regards, 
  
  ******* * 
  Corporate Escalation 
  Proactiv 

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancelled this subscription after my daughters skin was getting burned , company refused to accept return of product as they guarantee, and then company insisted that they were sending another shipment and couldnt stop it so they were going to charge my credit card and I would have to refuse delivery of the shipment for billing adjustment. No further shipment was ever received , original product was refused for return and refund, then when i figurwd I would accept my losses and just move on, I receive an email 10 months later saying that there is a past due balance on the account that needs to be paid to avoid collections !!!!This seems to be routine from what Im reading online and other BBB complaints and I want this rectified First they advertise a false and misleading policy of being able to get a refund if your not satisfied, then they refuse to allow you to return products and insist that they are sending additional shipments that they cant stop. Terrible customer service and unethical business practices. Are you so desperate for money that you refuse to cancel subscriptions for customers that finally manage to contact you, which I will mention you guys make almost impossible to get through to you and have trained your agents to do everything against customer wishes

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Proactiv regarding complaint ID ********.
  
  

  The business has not replied to my complaint, however continues to send additional collection emails , to which I have replied to them to fix the issue, and they havent responded to my emails either  , but sent yet another  payment / collection email 

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

  
  

  Business Response

  Date: 06/02/2025

  Dear ****,
  
  We sincerely apologize for the inconvenience and confusion you have experienced. After a thorough review of your case, we have identified areas where our service did not meet the standards we are committed to upholding.
  
  We recognize that your interaction with our customer service team did not reflect the level of professionalism and care we strive to provide. While the circumstances surrounding your case were complex, it is evident that the handling of your concerns was not appropriate.
  
  Upon reviewing your account, we carefully examined the cancellation request you made. We deeply regret that, during your contact with us on July 29, 2024, our representative did not offer a resolution that adequately considered your daughters experience with our products.
  
  To address this matter and make things right, we have taken the following actions:
  
  Removed the past due balance of $99.90 from order #********.
  Issued a full refund of $72.43 for the amount collected on that order.
  Removed the past due balance of $99.90 from order #********.
  Issued a full refund of $82.74 for the amount collected on that order.

  These refunds will be reflected on your banking statement associated with the Mastercard ending in **** within the next 7 business days, depending on your financial institution.
  
  Please note that you may still receive automated collection notices in the coming weeks. If so, kindly disregard them, as your account has been fully resolved and carries no outstanding balance as of today.
  
  Your feedback is invaluable, and we appreciate the opportunity to improve our services. Please be assured that we are taking immediate internal steps to prevent similar issues in the future. Should you have any further questions or require additional assistance, do not hesitate to reach out again.
  
  Thank you for your patience and understanding.
  
  Best regards,
  
  ******* *
  ********* **********
  ******** 

• Initial Complaint

  Date:03/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Proactiv for my son. I contacted Proactiv in July 2024 to cancel their product as my son has moved away. I believed that they cancelled my subscription as their site showed my account as "inactive". They have billed me 3 times since then and sent product 1 time. I sent the product back and was reassured my account was closed. I received a message from ****** that I was being charged again. I went on ****** and seen that the billed me 9/17/24, 12/9/24 and now 3/2/25. They sent my account to collections stating that i didn't pay in September, which is false and was supposed to be cancelled. After trying 3 times today to get this fixed again and was hung up on and chat cancelled all 3 times, i am out of options.

  Business Response

  Date: 04/01/2025

  Dear *****

  We sincerely apologize for any inconvenience and confusion you have experienced. Upon reviewing your account and the information you provided, we have discovered the following regarding your orders:
  Please note that our subscription orders are always divided into three installments. This is why you currently have a balance due. Understanding this will help explain the pending installments mentioned later in this email.

  ORDER #********

  On March 30th, 2024, an order for the subscription was created. This order (********) had a total balance of $88.85, divided into the following installments:
  $24.95 (+ $14.00 for S&H and taxes) collected on April 2nd, 2024
  $24.95 declined on April 30th, 2024
  $24.95 declined on May 28th, 2024
  We have not received any payment for the two pending installments totaling $49.90, which were subsequently sent to collections

  ORDER #********

  On June 22nd, 2024, an order for the subscription was created. This order (********) had a total balance of $88.85, divided into the following installments:
  $24.95 (+ $14.00 for S&H and taxes) collected on June 25th, 2024
  $24.95 declined on July 27th, 2024
  $24.95 declined on August 18th, 2024
  On February 28th, 2025, you contacted our ******************* and paid a balance of $39.92. We forgave the remaining $9.98, and the order was updated as paid with no remaining balance.

  ORDER #********

  On September 14th, 2024, an order for the subscription was created. This order (********) had a total balance of $88.85, divided into the following installments:
  $24.95 (+ $14.00 for S&H and taxes) collected on September 17th, 2024
  $24.95 declined on October 15th, 2024
  $24.95 declined on November 12th, 2024
  We have not received any payment for the two pending installments totaling $49.90, which are now considered a past due balance.

  ORDER #********

  On December 7th, 2024, an order for the subscription was created. This order (********) had a total balance of $88.85, divided into the following installments:
  $24.95 (+ $14.00 for S&H and taxes) collected on December 9th, 2024
  $24.95 declined on January 5th, 2025
  $24.95 declined on February 2nd, 2025
  We have not received any payment for the two pending installments totaling $49.90, which are now considered a past due balance.

  ORDER #********

  On March 1st, 2025, an order for the subscription was created. This order (********) had a total balance of $88.85, divided into the following installments:
  $24.95 (+ $14.00 for S&H and taxes) collected on March 2nd, 2025
  $24.95 declined on March 30th, 2025
  $24.95 scheduled for April 27th, 2025
  We recommend that you pay this balance before it becomes past due.

  Regarding your account status, we will remove you from our collections partners. However, please note that the balance will still be marked as past due. You can make the payment through the website at ******************************************.
  Additionally, we have thoroughly investigated your account and have not found any evidence, whether through email, chat, or phone, of you contacting us to cancel in July of 2024. This is why the subscription was still active and cancellation was processed until March 2025, where you reached out to us via chat.

  Thank you for your patience and understanding.

  Best regards,
  ******* *

  Corporate Escalation
  Proactiv

• Initial Complaint

  Date:02/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am consistently having issues with Proactive doing fraudulent billing. I am reporting them to my bank and ****** pay. I was never informed that I had an active subscription or that it was about to renew. I was only notified when my card was charged. I called immediately and asked to cancel and get a refund. I spoke to a supervisor and a representative both who had an attitude, was snooty and refused to cancel even though it just happened. All I want is my money back, I was charged *****. Times are hard. I don't understand why Proactive is acting like this. I don't even have any of their products. I was charged and I don't have anything.

  Business Response

  Date: 03/11/2025

   

  Dear *******,

  We sincerely apologize for the inconvenience you experienced with our billing and customer service department while attempting to cancel your recent order. We understand how frustrating this situation must have been, and we appreciate your patience. Rest assured, your comments will be forwarded to our team for review.

  Upon reviewing your account, we noticed that you returned the order and received a refund of $41.25 on March 3rd. Today, on March 10th, we processed an additional refund of $11.97 for shipping, bringing the total refunded amount to $53.22, which you were charged on February 27th.

  We would like to confirm that your subscription was successfully canceled on March 7th of 2025. No future orders will be generated, and there is no pending balance on your account.

  Once again, we apologize for any inconvenience this may have caused and appreciate your understanding.

  Best regards,

  ******* *
  Corporate Escalation
  Proactiv

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just received a collection notice, two years after my card was used fraudulently without my permission. I thought I resolved the issue back then, but obviously the employee did not. I called ************************** and told them it was fraudulent and also asked for proof of the item being delivered. They claimed to have delivery information on their computer, but when they gave me the tracking, it was expired, so no way of knowing if anything was sent, which was not.They refused to resolve the issue, told me to deal with my bank.I just found out about this two years later and don't have that card anymore.

• Initial Complaint

  Date:02/24/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I place and order with them back in 02/17/2025 order number ******** they took the money however they never send the order I email them and chat it with them they your order was cancel however the payment still shows release on my ****** account I wants my order to be send out that will be the only resolution this is a fraudulent company they took my money but they will not sent my order.

  Business Response

  Date: 03/11/2025

  Dear ******,
  
  We thank you for reaching out regarding your order number ******** placed on 02/16/2025 and we are truly sorry to hear about your recent experience with our service and would like to clarify the situation.
  
  Your order was automatically canceled by our system because the billing information provided was from a different country (******). As a result, the charge of $43.97 was not collected; it was only requested.
  
  Since the order was canceled, this charge was voided before being collected. If you would like to place a new order, please ensure that the billing address is located in the ** to avoid any issues. If your money is still held in your ****** account, we advise checking directly with them since we never collected the money to start a refund.
  
  We apologize for any inconvenience this may have caused. If you have any further questions or need assistance with placing a new order, please let us know.
  
  Best regards,
  
  ******* *
  Corporate Escalation
  Proactiv
  

  Customer Answer

  Date: 03/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: the amount that they collected was not return still pending I need the my money back 

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/13/2025

  Dear ******, 
  
  The charge of $43.97 was requested and authorized on February 16th. By February 20th, the charge was still pending to be collected. When the order was canceled, the charge was voided.
  
  Here is the transaction ID: *****************. Since we have not collected any payment, we are unable to issue a refund. We advise you to contact ****** customer care directly and check with the banking institution linked to your account for further assistance. 
  
  Thank you for your understanding. 
  
  Best regards, 
  
  ******* * 
  Corporate Escalation 
  Proactiv