Product works, business doesn't - Literally performed a "bait and switch" with their product!
So, I've used tretinoin in the past over the years. I thought because of lockdowns, that it would be easier and cheaper to use Software's online service than to keep purchasing my tretinoin cream from my dermatologist. How wrong I was.
Firstly, there was a two week delay in receiving my product - they claimed that it was an error on the pharmacy's part. They claimed the delay was because I said I used a retinol, when I in fact had explained that I had used tretinoin 0.025% (a retinoid, there is a difference) in the past.
When my product fin...ally arrived to me it had an expiry 6 weeks away from the date I received it. How odd, especially when they advertise the product lasts for two months and claim they manufacture the product only after you have had your online consultation with the doctor. When my previous dermatologist compounded her tretinoin creams, they lasted 3 months minimum - something odd is happening if they are compounding tretinoin and azelaic acid creams and only guaranteeing their effectiveness for 6 weeks. Then after unboxing my package, I realised the tube they sent me didn't actually work. The pump wouldn't dispense! When I contacted Software asking how to organise returning the defective product for a replacement, they said they can't accept returns, but it was a known problem with these pumps. They stated they will send a replacement because they were unable to refund. Next, their CEO sends out a mass email claiming that customers have told them they want LESS product for their money! I found that so amusing that the CEO thought customers would believe they want less product at the same price. When I received my replacement today, I laughed. Instead of the 30ml bottles I signed up for, they sent me 24mls only. Honestly, I believe that if I called Consumer Affairs, I believe they would intervene in this "bait and switch". Obviously Software had an ongoing problem with the tubes they were packaging their products in, as they stated themselves (you couldn't pump any product from these tubes, you can't break the tubes apart to salvage the product). Perhaps they have tried to source new tubes, and could only source alternatives that come in 24ml size. It's either that, or it was a deliberate cost saving decision. No customer is going to say "yes, keep charging me the same price and give me less product". Do they think we are that stupid? You know what the CEO sending a message like this does? It damages the trust that your customers have with your business and brand. What an amateur move.
False advertising. Decrease amount of cream but charge you the same. Disappointing - cost saving measure they are not honest about
They get you in ..
After signing up at a specified price and for a specified volume of product the amount of product was reduced by 20% with no price reduction. Additionally the amount of retinol (active ingredient) is significantly lower than researched efficacy suggests, but i thought the convenience of delivery outweighed this. Other active ingredients are available much cheaper in many locations. This company may be ok if you are just starting out but I would suggest looking elsewhere for a more ethical company.
I'm feeling ripped off!
Bad customer service and business tactics.
Quality of product is great but given there are now a few companies out there offering the same product, customer service is key. Initially when enquiring about joining, they weren't exactly forthcoming with responses, that's okay though, we're all busy. However, after two months of using the product quite happily, Software announces a 20% drop in quantity of product and no drop in price - this was based on "consumer feedback" concerned about wasted product at the end of the two-month cycle, of course you can continue using the product after ...this date or simply add it to back of hands/neck/décolletage, or whatever so hardly a waste! This was announced barely 24 hours ago and judging by the almost 1,000 mostly disgruntled responses on their Facebook page announcement most users are feeling pretty miffed to say the least. I've cancelled my subscription along with several other unhappy members.
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Low performing products, slow response, incompetent doctor
I was assigned with a GP that gave me the lowest strength tretinoin despite my repeated request that only 0.1% works for me, but the GP said no there policy is that it must start with 0.025%. The doctor doesn't take into account personal experience and history. I feel that this is no different than visiting a regular GP that doesn't know much about the skin. And the product texture is absolutely terrible, thick, oily and leaves a white layer on the skin, definitely wouldn't have a market if they were sold over the counter.
Questions & Answers
Hi, I've just received my software skincare and was wondering if anyone has experienced any side effects or reactions. Should I do a test patch first? Thank you...
Hi Nic, thanks for reaching out! Yes, it is quite common to experience side effects. If you have questions, best to email email@example.com
Hey guys, having a blonde moment being stuck with a toddler in iso has fried my brain. Is the software cream a leave on treatment, how long do I leave it on for
Hi Cait! You should have received instructions on your box and in your online Profile. You can also email firstname.lastname@example.org
i have melasma pigment dry and few fine lines so what should i buy plz help me , i been to dr they gave me some creams but not improvement and i had jassner peeling but stil i have same issue. some times i m depressed.
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