Proactiv and the inability to cancel shipments

197 of 208 Proactiv reviews

I join the proactiv solutions program and had my account debited for the product but, upon months of usage there was no solution so I called the number to deactive the products debiting and was informed that it was completed. Yet again I have had that amount debited from my account and upon conversating with a representative of proactiv I was inform that I would have to wait for the product sent to my address and return it to them before I can have my money credted back to my account. Yet this product has just been sent out anyway without my authorization and my account is held hostage for a unforseen period of time while their product is in transit.

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Cosmetics and Toiletries
review #198521
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Helpful? 9 Yes 9 15 No 15
Had the same issue 0 Yes 0
197 of 208 Proactiv reviews
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Jan 25 #1100374

They tried to get me for another $97 after I clearly told customer service not to because I didnt like feeling like someone put a gun to my head and took my money.And the product itch a break me out with bumps happy i used a debit card on they *** since they couldnt Jack me they sent me a bill saying i was over due ha ha ha to pro active cancel that card. Order another debit card

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Oct 01, 2013 #723921 Miami, Florida, United States

Hey everyone, I had this same issue and got it solved pretty easily. The best thing you can do is file a complaint online with the Better Business Bureau. It will not cost you anything, well you pay for it with your taxes already, might as well take advantage of it. ProActiv charged my account $22 without my permission, I called to cancel my account and they said it was too late to refund me because the order had shipped. Then I received an email saying my account was cancelled but I had a balance of $68. Googling this issue I found that many had the same problem and even got sent to collections over there balance, ruining their credit. I filed a complaint with the BBB and stated that what I need for it to be solved was a refund of my $22, a letter stating my account balance was at $0 and a guarantee that they would not charge my account again or send me to collections later for any made up charge. I got just that. Go through the BBB, it is fast and painless and they will do all of the dirty work for you.

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Apr 12, 2013 #636507 Melbourne, Victoria, Australia

I had the same problem..
I come from France I'm in australia for one year. I had a little bit acne's problems but no too much. I saw advertising Proactiv loop on TV, I wanted to try as many people. When I wanted to cancel the order, I sent many emails to the edge: no answer. So I waited, waited and no news. After I called the customer service many times and I had the same answer : "We call you back later" I was very angry and I had no solution.

I went to my bank and explained my problem. They told me that the only solution is to change my credit card with a number over.
So now I wait to recover the new one...
I hope to never have any contact with them. This situation will be a lesson.

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Paula Ann

Nov 09, 2012 #567038

Is there a way to stop Proactive from helping themselves to money from my account? the awful thing is that they know exactly what they are doing and yet they refuse to stop taking money for a product that i am not receiving. This cannot be legal.

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Nov 09, 2012 #567037

I am in the same boat. So far proactive have taken $67.99 and are asking me to return products that i have not received in order to get a refund!!!!

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Courtney Walker

Oct 12, 2012 #554523


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Apr 06, 2011 #270427

I in the same situation with Proactive. They need to changed the way they do business. Heres an idea, how about letting the customer decide when they want to order your product.

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Lisa C

Mar 28, 2011 #266245 Curico, Maule, Chile

I am right in the middle of having a nightmare experience with Proactiv. They are deceitful and continue to charge my credit card wo authorization. I received a cancellation confirmation email a month ago but BEWARE this means nothing. They talk in circles... you can cancel at way....they say i will actually be billed two more months and the next month will be a 90 day supply! OMG obvious deceitful business practice. I am disputing it at my bank and will try to get somewhere. They say I need to return products that I don't want at my expense! OMG DONT ever buy PROACTIV! Doesnt matter if product is good---company will charge your card wo authorization and force you to incur charges to return the product you never requested!

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Dec 02, 2010 #217926

I usually use ProActiv, but I wanted to try something new which was healthier with less chemicals. I read bad reviews of all the harmful chemicals in proactive. My mother who is in her 60's and looks like she is in her 30's, recommended Made from Earth.

I have a bit of adult acne and she recommended the Made from Earth Grapefruit Glycolic Scrub, and it works just as well as ProActiv. I used it for a couple of days, and saw results right away. Overall, my skin looks much better than before I used it. I didnt use any of their moisturizers but I would recommend the Grapefruit Glycolic Scrub.

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Nov 15, 2010 #211926

I have had the same problem, I will NEVER use proactive again, they were extremely rude to me, and every time I talked to a customer service rep they lied to me. so unprofessional, Anytime anyone asks me about Proactive I will tell them what a horrible company they are!!

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Oct 21, 2010 #202857

Proactive wants me to send them 39.90 for a shipment I have not received. They say they cannot change the situation I am beyond my money back guarantee, for what?! I didn't receive anything, so they want to send me some more, why? I cancelled after the first sample shipment. NOw I am getting a collection agency notice, unbelieveable, for something I didn't receive. They said I should of called them about the invoices I received, I said why? I didn't get anything other than the sampe and I paid for that and I cancelled and received nothing else...but I should have called. Unbelieveable they must do so much mail fraud with shipping and then just sit and wait for the customer to pay for something they didn't recieve. Maybe its time for a class action lawsuit for mail fraud!

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Sep 23, 2010 #193508

For those of you that got "taken'
Shelley Elkins
Director, Consumer Affairs
Guthy-Renker LLC | 3340 Ocean Park Blvd. | Santa Monica, CA 90405
office 310 581-6273 | cell 310 463-6908

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Proactiv Help

Sep 22, 2010 #192958

I'm so sorry for this experience! I can only imagine how frustrating it was. Have you been able to remedy the billing situation at this point? If not, I'd like to help you fix it asap. Can you send an email to and put in your subject line " Cancellation Issue" -- that way we can help resolve this asap. Again, so sorry for the experience you had!!!
-Kathryn (Proactiv USA)

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Sep 21, 2013 #719850

Never used Proactiv, but have wondered how they got away with outrageous dermatologic claims that any physician knows are not possible. Then to hear of their heavy-handed financial practices...Only when they feel the heat of possible legal action will they take you seriously.

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