Proactiv Solution - the second time I received the product the dispensing cap on the facial cleanser bottle was detached - poor experience with customer service

Complaints.com received the following consumer message on March 15, 2002:

From: contact information removed, per instruction from message sender

Proactiv Solution - the second time I received the product the dispensing cap on the facial cleanser bottle was detached - poor experience with customer service

I am complaining about Proactiv Solutions skin care products because the second time I received the product the dispensing cap on the facial cleanser bottle was detached. This means that any time I attempt to squeeze the cleansing cream out of the bottle, the plastic dispensing piece comes flying out in my hand and dispenses too much of the cream into my hand.

Since this product is meant to treat acne its not very good to have the bottle opening and getting all goopy with product and have your hands directly touch the part of the cream you are not using because the entire bottle of cleanser can get contaminated.

I am particularly upset because I know that I can purchase a cleansing product for a tenth of the price at the drug store and not have to worry about the tube/bottle falling apart (Proactiv runs about $40 dollars a month for three bottles plus 5.90 S&H and is delivered monthly). It makes me concerned that this happened to me only the second time I received it because the company has been in business for several years.

Therefore, I expect that this will happen again if the effort has not been made to correct the mechanics of the bottle yet. Also, when I called Customer Service, I expressed to the associate my disappointment in purchasing what I consider to be a "high end" facial cleanser and basically receiving a poorly put together product. I was immediately told not to give her an attitude.

First, if she'd ever dealt with my attitude before, she wouldn't have mistaken my expressing my perspective for an attitude. But this is a separate issue, having to do with Rodan & Fields selecting the wrong people to man their call centers. People at call centers are there to handle complaints and should not take a complaint personally (unless she also puts the bottles together!). Furthermore, my complaint wasn't expressed in a manner to be offensive.

Anyway, after taking down my information the associate told me through clenched teeth that I would receive a new bottle of the product shortly. Which is great! But if this happens again, I will cancel my account with Proactiv due to a disappointing product and the prospect of being verbally mistreated in order to get what I paid for. Thank you for allowing me to file my complaint.

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Let me share my experience with stinky Proactive:

With proactive I experienced THE WORST CUSTOMER SERVICE in my whole life. I ordered on april 12th and after waiting 1 whole week and still seeing no charge in my online banking I called back to check on the status of the order. I was informed that the first of the 3 kits I'd ordered was shipped out on the 18th - a whole week later. Also they had no awareness of any other kits scheduled 4 delivery except for the one already "on its way". So, I let them know I had ordered a total of 3 kits and I get a confirmation everything is straightened out now. A week later I call back because I still don't see the 3rd charge in my account. Yet again it turned out there was no 3rd kit ordered from me. Completely pissed off I have to reorder again for my last kit. Sure enough 2 weeks after the first shipment I still don't get anything delivered so I call back to see what in the world their problem is. And what do I get - they had mistaken my mailing address - after having called 4 times already and stating my address every single time so they can access my account - there was a typo in my address. S o I get assured my actual items will be sent to my real address no later than May 19th!!! Excuse me!!! So I request to speak to a supervisor and there she is: Steffani B #1991 form the Bosie location, Idaho. I explain to her how I am preparing to send a package to relatives from outside the country and how I really need them to ship this kits to me in the fastest way possible because I can take no more waiting, so I basically ask for Express Shipment and Stefanni assures me that I'll get credited for all of the 3 kits I was charged for so far and also a kit for no chagre as an apology for the inconvenience. This is when I start wondering whether I speak to a retarded person because I never said I wanted to give up my items, I just wanted FAST SHIPMENT. Anyway, Steffani guarantees that she is placing the order now (Friday May 2nd) and that my 4 kits will be shipped out next Monday and I will get them by Federal Express either Wednesday or Thursday. So everything seems relatively ok, but I can't trust these guys anymore so next Tuesday I call FedEx and ask them to run a check for my mailing address to see if anything is being shipped at all. No, nothing at all! The first proactive representative I reach explains that my items are actually shipped already by regular mail so I'll get them in 2 to 3 weeks. What!!!! I went crazy and she had the lack of professionalism to hang up on me. Next I get put through to Megan in South Lake City and her supervisor Kelsey who rejects to provide me with her customer service representative number (she is not authorized to give out such information). Kelsey, darling, who are you trying to deceive this time? Why are you afraid to identify yourself. The thing with Kelsey was that she was extremely rude, not seeming to understand that I need help with my totally messed up order AND constantly opposing everything I said... Why are you even a supervisor Kelsey form South Lake City? So Kelsey can't help me so I get her supervisor - Terla. Well, honestly, my experience with her indicated the TOP END IMPROFESSIONALISM in my entire life! It turns out my items are still in their warehouse ready to be shipped out "any moment" - yeah right - at 6pm. Thank you very much Steffani B 1991! As a supervisor supervisor I expected Terla to tell me why all the representatives keep telling me wrong things, why AREN'T account managers (or the actual supervisors) trained well enough to let me know on the whole process of sending kits and such.. Well - dead end, Terla kept saying she was not the person who messed up things so she doesn't know. Terla, I am perfectly aware you are not these persons but you are their manager so why can't u just go ahead and find out what's wrong? At my request to get a confirmation number for my FedEx shipment Terla said she doesn't have it and she cant find it out. She also rejected to give me the # I can call to reach their Shipment Department. At my question why my address was mistaken after me having stated it 4 separate times, Terla was impertinent enough to answer: "Because it was mistaken!" You know what Terla form South Lake - you provide such an appalling service I don;t even know how you are still keeping your job! You took helping me out personally, eventually stopped talking to me and even hung up on me - is that what they train you to do Terla? You're just miserable! Anyway - thank you so much Proactive for all the INCONVENIENCES and nerves I wasted on you! I even went ahead and told my bank to change my atm card number - I wanted to make sure no monthly charges will be applied later - I had enough with Proactive! AND AS TO YOU JESSICA SIMPSON - BE GRACEFUL ENOUGH TO COME OUT AND TELL EVERYBODY WHAT A PIECE OF CRAP PROACTIVE IS, SHAME ON YOU FOR SHOOTING THAT COMMERCIAL!