| Author |
Message |
|
|
|
Thu Nov 13, 2008 4:47 pm  |
I ordered 16 products from SkinActives (first order) a couple of weeks ago, after hearing about them from all of you and have had just a nightmare working with Jonaton there.
Here's what happened. First off, there new sites shopping cart is unsecured so I had to call to place order. When I did not received my order about a week later, I emailed Jonaton to check to see if it was shipped. He sent me the delivery confirmation, that it had indeed been shipped and delivered. But I didn't receive it. He told me to contact the PO and that was it.
I called the PO and explained what had happened and Supervisor offered to help. I relayed this to SkinActives.
"The Supervisor called me and said that the carrier was unable to read the address label because it was illegible and delivered it to house one digit off. The carrier left a note for the resident explaining the mix-up. When I drove down the street this morning, I looked for the house, where it was mis-delivered, and saw a Priority Mail box underneath the mailbox. I got out in the pouring rain to see if it was my box and the box was sitting there open, drenched with rain and a small piece of scotch tape over the edge. The label had no clear tape over it, there was a big scrape across the top so he was correct in that it would have had no way of knowing address. All of the pieces wrapped in plastic are fine, but it's hard to tell if she used some of the creams. A couple look like she did. Not sure what to do. Can you replace these two items? This has been a major hassle at my end with 3 trips to the post office."
His response back was: "I am afraid that we have a strict policy of only reshipping items that do not have a delivery scan on the priority mail shipment. This protects us from fraud." I think he's politely telling my story is fraudulent. What do you think?
I really like the products I've been able to use but this has been a big ordeal and I'm basically out for 2 products I ordered.
Anyone else had a problem with them?
Terriermommy |
|
|
|
|
|
Thu Nov 13, 2008 6:30 pm |
I am really sorry you have had such a difficult time with your order. I can understand why you would be upset. I have placed three orders and everything was fine. I do remember somone having an order lost that was in the UK and skinactives replaced it without question. have you posted about it on their forum or emailed Hannah?
Toby |
|
|
|
|
|
Thu Nov 13, 2008 7:35 pm |
| I live in Australia and have never experienced any problems with ordering from them. Your experienced sounds like one of those occassions when "s**t happens". I would definitely email Hannah and explain what happened. Also, tell her that you belong to this Forum. Let us know how you go. |
|
|
|
|
|
Fri Nov 14, 2008 9:19 am |
Thanks for your suggestions.
I was really surprised by all this too. Most company's really try to help if problems like this arise. I guess I was just disappointed by the dismissiveness, after all the effort I'd put in. I didn't have to do that. I was also angry that one of my distant neighbors would open a box not addressed to them (and obviously didn't order).  I've asked the post office/carrier to provide a letter explaining what's transpired. They've really bent over backwards!! Who would've thought.
I'll keep you posted. And thanks again. |
|
|
havana8
Moderator
 
Joined: 09 Sep 2005
Posts: 3451
|
|
|
Fri Nov 14, 2008 9:37 am |
| terriermommy wrote: |
Thanks for your suggestions.
I was really surprised by all this too. Most company's really try to help if problems like this arise. I guess I was just disappointed by the dismissiveness, after all the effort I'd put in. I didn't have to do that. I was also angry that one of my distant neighbors would open a box not addressed to them (and obviously didn't order). I've asked the post office/carrier to provide a letter explaining what's transpired. They've really bent over backwards!! Who would've thought.
I'll keep you posted. And thanks again. |
TM, is it possible that your neighbour didn't open package but that it was damaged in transit and then re-assembled at the post office somewhere along the line? Just a thought. |
|
|
|
|
|
Fri Nov 14, 2008 10:15 am |
| No, she opened it. It was send Priority Mail. The package was delivered to neighbor on a Friday per the delivery confirmation. On the following Wednesday, after I received word that the package was showing delivered, per confirmation, PO asked the PO carrier about it and he said it did not remember delivering it to my house. He remembered where he did deliver it (numbers scratched out--no tape across address, last name readable) and left her a note. See above. The next day, Friday she left the box under her mailbox--opened. There was no damage to box except from rain. It was obvious a couple of the products had been used, ie. fingerprints, etc. I think she'd planned to keep, thinking most shippers would just reship. Why else would you keep a box for a week that you didn't order. |
|
|
|
|
|
Fri Nov 14, 2008 12:42 pm |
I have purchased a lot from them, never had any problems, except that I never seem to get a decent answer from the forum.
I agree that this was just bad luck, your neighbor wasn't very nice either. Most businesses would just reship to you at least once for good service, though.
Although I like their products, I find the owners a bit odd. |
|
|
|
|
|
Thu Nov 20, 2008 3:45 pm |
Well, Jonaton finally agreed, last week, to replace the items if I RETURNED them. Even though, I was surprised by this--after all that transpired--I packaged them up and sent them back. Today, I received word he'd received them and that he would provide a refund.
Huh?
I've probably sent 4 emails asking him to just replace used items. What an ordeal.
Can anyone suggest a better DIY active company. I'm afraid my patience is gone with Skin Actives (too bad I liked products). What are they thinking? |
|
|
|
|
|
Thu Nov 20, 2008 4:50 pm |
Uh, what a trial - sorry to hear about your experiences, Terriermommy... (And, good to know - since I was actually thinking about ordering from them...)
Though, it does sound like a lot of the problem was with the post office and your neighbor... 
I've bought some products from cellbone.com - and have been really pleased. They don't really carry a lot of botanicals though - just your basic serums and such... I'd be interested to hear if anyone has a good resource for botanicals. |
|
|
|
|
|
Thu Nov 20, 2008 6:47 pm |
| I used to see a lot of people mentionwww.gardenofwisdom.com. Haven't used them myself, but always see good reviews. |
|
|
|
|
|
Thu Nov 20, 2008 6:48 pm |
| I have been pleased with products from Cellbone. I too have been considering ordering from skinactives and might give them a first chance. see what happens. A lot of people like Skinactives products (as well as cellbone). |
|
|
|
|
|
Thu Nov 20, 2008 6:57 pm |
You can also try:
www.bulkactives.com
www.thepersonalformulator.com
www.gardenofwisdom.com
www.cellbone.com
but I wouldn't give up on SkinActives either. |
|
|
|
|
|
Thu Nov 20, 2008 11:00 pm |
I've had good luck with these two:
makingcosmetics.com
lotioncrafter.com |
|
|
|
|
 |
Thu Nov 20, 2008 11:56 pm |
[quote]Anyone else had a problem with them? [/quote]
Could I just point out that the problem was not with SkinActives? The problem was with the mail carrier who didn't bother to do more checking, when he should have, and with your crooked neighbor. The box was not addressed to her and her opening it might even be a felony.
I hate to see a good company's name tarnished for circumstances that have nothing to do with them.
It's the responsibility of the post office to rectify the matter with you. |
|
|
|
|
|
Fri Nov 21, 2008 7:40 am |
I have been ordering once a month from them skinactives for about 9 months and have never had a problem. terriermommy I am sorry you had such a terrible experience. Keep us posted if you try some of the other companies.
Keliu thank you so much for all the links it is always great to alternatives. |
_________________
mid 40's, blonde, blue eyes, normal skin, DIY skin regime, AALS - biggest problem undereye - getting much better with AALS & DIY serums. |
|
|
|
|
Wed Dec 03, 2008 7:35 am |
| Keliu wrote: |
You can also try:
www.bulkactives.com
www.thepersonalformulator.com
www.gardenofwisdom.com
www.cellbone.com
but I wouldn't give up on SkinActives either. |
Keliu have you ordered from BulkActive.com? I was shocked when I got my shipping confirmation and it is coming from Taiwan. |
_________________
mid 40's, blonde, blue eyes, normal skin, DIY skin regime, AALS - biggest problem undereye - getting much better with AALS & DIY serums. |
|
|
|
|
Wed Dec 03, 2008 4:03 pm |
| Alley wrote: |
| Keliu have you ordered from BulkActive.com? I was shocked when I got my shipping confirmation and it is coming from Taiwan. |
Yes I have ordered from BulkActives. I've had no problem with their service, or the ingredients themselves. |
|
|
|
|
|
Wed Dec 03, 2008 6:32 pm |
| That is extremely POOR customer service IMHO. If these companies could only get it through their heads that it may take years to build a reputation and only one bad call to destroy it. Obviously, J. does not realize the power of forums such as this one. I have not had problems with SA but then, a package has never gone missing. Thanks for posting this. I will think twice before ordering again (although I did order through eBay, which always generates a whole different set of customer service standards due to the feedback system). |
|
|
|
|
|
Wed Dec 03, 2008 6:50 pm |
| Antonia wrote: |
| That is extremely POOR customer service IMHO. If these companies could only get it through their heads that it may take years to build a reputation and only one bad call to destroy it. Obviously, J. does not realize the power of forums such as this one. I have not had problems with SA but then, a package has never gone missing. Thanks for posting this. I will think twice before ordering again (although I did order through eBay, which always generates a whole different set of customer service standards due to the feedback system). |
I really don't think that one unfortunate incident (that really was not SkinActives's fault) should have them completely ostracised. Many people on this Forum purchase from them and have never had a problem. |
|
|
|
|
|
Thu Dec 04, 2008 3:57 pm |
| Keliu, I think my posting looks a lot more harsh than it should have done. I just feel that companies should "break the rules" when it comes to good customer service when it won't break the bank. |
|
|
|
|
|
Mon Jan 12, 2009 3:23 pm |
Had prompt service from Skinactives. E-mailed Hannah, who only answered one question that I asked and ignored the rest. Love the products; it's been the best thing for my eczmea. Not a lot of response to posts in their forum-- Hannah doesn't seem to give the posters a lot of freedom; she locks the threads if she has persistent negative feedback. I would order from them again though
Tess |
|
|
|
|
|
Tue Jan 13, 2009 7:53 pm |
| I've ordered 2 or 3 times from them, and I haven't had any problems. I'm too intimidated to post in their forum, but there's some interesting reading. |
|
|
|
|
|
Tue Jan 13, 2009 8:35 pm |
My Skinactives experiences begin and end with my orders, and I've never had a problem in that regard.. I find the customer service good, packaging excellent and delivery very speedy..
I don't use the forum there, so can't comment, and I do research elsewhere for any questions that aren't covered in there product info pages. |
_________________
♥I'm flattered by all the lovely PM's, but I don't get here much these days. Please don't be afraid to post your quearies to other DIY members who will be glad to help you (or sell you their wares..lol) Still happy with LED, dermarolling and a DIY antioxidant regime. Peace & Hugs to all.♥ |
|
|
|
|
Wed Jan 14, 2009 2:04 am |
it is really nightmare.
just curious what products you ordered from them?must be fabulous. |
_________________
36,asian,freckles,dry to normal skin type |
|
|
|
|
Wed Jan 14, 2009 7:54 am |
fang I ordered mainly from their ready made line - anti-aging cream, the be kind rewind, lets make collagen, salicylic wash, and ELS serum. I have ordered various actives also.
Like Kassy I have always been pleased, especially with the speedy delivery.
The forum is very different than this forum but I have asked questions and gotten useful info. |
_________________
mid 40's, blonde, blue eyes, normal skin, DIY skin regime, AALS - biggest problem undereye - getting much better with AALS & DIY serums. |
|
|
|
| Fri Feb 14, 2025 12:32 am |
If this is your first visit to the EDS Forums please take the time to register. Registration is required for you to post on the forums. Registration will also give you the ability to track messages of interest, send private messages to other users, participate in Gift Certificates draws and enjoy automatic discounts for shopping at our online store. Registration is free and takes just a few seconds to complete.
Click Here to join our community.
If you are already a registered member on the forums, please login to gain full access to the site. |
|
 |
|
