Not-so-Bad Experience with Janson Beckett
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Sat Mar 05, 2005 6:06 pm

Based on much of the discussion on the EDS forum, I ordered the AlphaDerma CE, Skin Prep & more from Janson-Beckett at the end of December.

I received and began using the products about the 2nd week of January. Within 2 days, two pretty large bumps had formed, one under my cheekbone on one side of my face and another one below the ear on the other side. They were painful, something I've experienced perhaps one or two other times in my life. I hadn't changed anything else in my skin or face routine except for transitioning to the J/B products.

Thinking maybe something else had caused this, I stopped and then restarted the regimen about a week later. Next day, another large, painful bump near my jawline. This was more than coincidence.

I hated to do it, but I gave it one more try that same night. Nothing formed by the next day, but another bump (albeit smaller than the previous ones) formed between my temple and cheekbone the 2nd day. Smaller, but it was really tender.

I called my family dermatologist and his nurse got back to me and said the Dr. felt it sounded as though one or more of the products was causing a form of cystic acne. I emailed Janson-Beckett on 2/7/05 and said I was having a problem using the products.

I received an email response from Ian on 2/9/05 asking me to phone him to discuss a solution.

I've tried 3 additional times since that day to reach Ian, but he's never there. The last time I emphasized to the person who answered the phone that I had left messages for Ian several times with no response and the man said, "Ian has been out sick for over a week."

I don't think you should have to contact a company 4 different times without the courtesy of a response to resolve a problem. I remember another person complaining about J/B's customer service, and now I can chime in and say the same. These products are expensive and I'm very disapointed to have wasted my money.

If the time limit weren't up, I would dispute the J/B charges on my VISA. At this point, all I can do is warn the other forum users that I'm not sure these products & this company can be trusted - at least not when a problem arises.

Thanks,

Lisa L.
Cleveland, OH

Sat Mar 05, 2005 6:15 pm

Sorry to hear you had a reaction. I think realistically, even though a product may be good does not mean that it works for everyone. This is where it is important to sample before you buy, although most of us are not patient enough to do this Smile

I saw Winnie's earlier post that said that Ian was actually very ill for three weeks. If you left messages *specifically* for Ian, as opposed to just customer service in general, then there is no way that he'd be able to get back to you. If I were you I'd call up again, during normal working hours, and ask to speak to customer service and then tell them what had happened. Alternatively, email Ian and resolve the matter that way.

free skin care · Sat Mar 05, 2005 6:24 pm

I am very sorry that you had a bad experience using Janson-Beckett products.

You say that you could not reach the President of Janson-Beckett as he was out sick for a week. He was actually not available for three weeks. Any person in the office would have been qualified to help you. During normal business hours the people who answer the phones are well trained.

Janson-Beckett has a excellent reputation for customer service. Please call our office between 9 AM and 4 PM Eastern time. If your products are within our return period you are intitled to a refund. That is why I feel bad that you did not discuss this with the office when Mr. S. was out sick. Out refund policy is clearly stated on the Janson-Beckett website. You do not have to speak to the President of the company to arrange a refund.

Winnie
JB

Sat Mar 05, 2005 6:24 pm

You're right, Mabsy, I didn't see Winnie's post about Ian being sick for 3 weeks.

The reason I was calling specifically for him is that he responded to the email I sent and asked that I call him. When I said that to the people answering the phone, they said I'd just have to leave a message.

I'll try calling again early next week and will report back if anything changes.

Thanks!

Lisa

Sat Mar 05, 2005 6:32 pm

Winnie:

We must have sent out messages at almost identical times.

I did ask for Ian and asked at least two of the people answering the phone if I should speak to someone else. They both told me I should just leave a message. The last time I called was 2/17. I was out of town until mid-this week.

I'll try calling back again on Monday.

However, can you please tell me where on the website the return policy is noted? I remember wondering when I ordered the products because I didn't see anything then. Just now I went back on the website and still couldn't find return information, under FAQ's, or anything.

Please advise if you have another moment.

Thanks,

Lisa

free skin care · Sat Mar 05, 2005 6:48 pm

If you go towww.janson-beckett.com there is a icon "100% customer satisfaction." When you click on the icon this is the page you come to: http://www.janson-beckett.com/about_fld/satisfaction.asp. There was a time we had 100% money back guarantee period. But, as you can imagine that was not a good idea as we actually had few customers return empty bottles. Shock

Again, I am sorry that you feel that JB and it's products can not be trusted. Janson Beckett is very proud of our relationship with customers.

My Best,
Winnie
JB

free skin care · Sun Mar 06, 2005 4:54 am

Totally OT regarding the customer service, but maybe you could try using just a tiny amount of one product for a few days just to see whether it is the ADCE or the prep. Also, I think it is not uncommon to have breakouts when starting new products anyway. I didn't have breakouts with ADCE, but I did initially with DrH rose cream and my skin is fine now. Just a thought Smile

free skin care · Sun Mar 06, 2005 5:45 am

Lisa, thank for posting up your experiences. It's always good to read feedback about a product, whether good or bad - it just serves as a reminder of how differently our skin can react to the same product. I hope your "bumps" heal up soon and you get the refund you are looking for. Please keep us updated. Thanks Very Happy

Wed Mar 23, 2005 10:08 pm

After another email exchange with customer service, J/B has agreed to allow me to return the products I had trouble with.

So, their customer service is good after all...

Lisa

Fri Mar 25, 2005 1:35 am

Thanks for updating Lisa, I'm glad you resolved the issue.

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