Credibility of This Company
I have subscribed to MDacne since May 2023. During this almost 1.5 years, I have a couple unpleasant experience with this company, making me question about their credibility in the industry.
First Issue: Shipping and Customer Support
My subscription was shipped on October 31. This time, the company separated the retinol treatment from the rest of the subscription, so I received two tracking numbers. A week later, I received the first package. When I tracked the second shipment, UPS tracking displayed: "UPS doesn’t have possession of the package yet. Estimated delivery date will be available as soon as we get the package."
Another week passed without tracking update, I contacted customer support. A representative, "L," responded: "I've checked the tracking information for the rest of your order and see that your package was delivered on November 6! Have you had a chance to check for it yet? It may be hiding in the mailbox." Clearly, she hadn’t carefully read my message and used her templates to respond. I had explicitly stated that there were two packages—one of which I had already received—and I was inquiring about the one that hadn’t arrived.
Another representative, "M," then stepped in with standard responses: "That being said, not to worry, if we still don't see an update by November 21, 2024, we'd be happy to process a replacement or issue a refund from there." She also sent me an article titled "Lost in Transit."
I waited another week. On November 19, I checked UPS tracking again, and it still showed that UPS hadn’t received the package. I sent M a follow-up message requesting the promised refund and cancellation of my account. Deep down, I knew I wouldn’t get the refund, given how my case had been handled.
As expected, M responded: "As carriers have advised that, although there may not be any recent tracking updates, the packages are still in transit and should be on their way to you. Unfortunately, at this time, we are unable to consider the package as 'lost in transit.'" She added that there was no guarantee on delivery dates and shared another article.
I wasn’t surprised by their refusal to refund my money, given their unprofessionalism. However, they never should have promised a refund in the first place. When UPS clearly indicates that the package never arrived at their facility, why does this company insist that it’s "in transit"? What is their definition of "Lost in Transit"?
Is this a tactic to take customers' money without fulfilling orders? I’ll leave that for you to consider.
Additionally, it is highly unprofessional to use generic templates to respond to customer inquiries. If MDacne wants to market itself as a “caring,” “customer-oriented” business, they need to ensure they listen to their customers and provide individualized responses.
Second Issue: Expiry Supplement (DIM)
When I first started the subscription, I was advised to take the daily supplement, DIM. However, the supplement I received had already expired. I immediately contacted customer support, and they claimed it was the manufacturer’s fault—the expiry date was misprinted for that batch. Trusting their explanation, I assumed the issue would be resolved in the next shipment two months later.
However, when the next subscription arrived, the company had used a sticker with an extended expiry date to cover the "misprinted" expiry date. The sticker was poorly applied and fell off the bottle as soon as I removed it from the package. After that, I stopped using the supplement. While I’m unsure whether taking an expired supplement would harm my body, my trust in this company diminished significantly.
Everything has a price. The money I lost is a price I’m willing to pay for the experience. It is unfortunately. There are countless skincare products available on the market, and I would rather shop with peace of mind than constantly worry about my shipments and the expiry dates of my products.
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