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Still no response
My doctor does not respond for a day at a time.. I reply or answer or ask a question and half a day passes... still no prescribed formula for the money I paid..
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.
Good cream, terrible business.
I decided to try Software about 2 months ago to treat my adult acne. The sign-up process was easy enough, though it felt a bit weird when I saw the doctor assigned to me was a "GP with special interest in skin", instead of a dermatologist. I thought this was ok as long as the doctor still knows what they're doing, but keep this in mind if you're expecting to talk to a dermatologist. Most likely you'll only talk to a GP.
From initial sign up, cream confirmation and delivery, it took about 2 weeks. The 30ml cream came with clear instructions to...put 2x pumps to the face and 3x pumps to the neck & chest; plus further instructions to start slow, increasing gradually until you can apply every night. I followed all instructions and my skin seems to be adjusting well. They also sent me an invite to a Facebook group called Software Insiders where we can discuss the treatment with other customers. However, the problem started on 21 July. I received an email stating that from Monday 26 July, all prescription bottles will only contain 24ml with no change in prices. Worst of all, they claimed that this is due to "overwhelming feedback from customers that they have cream left over when their new cream arrives, our customers hate the wastage". Sounds ridiculous? Because it is indeed! I've attached a screenshot of the email so you can see for yourself. From there it was a downward spiral. The announcement was also posted on the Software Insiders FB group, and unsurprisingly everyone was not happy with this move. Most of us would've accepted an honest price increase, instead Software wrapped it in a "you asked for this, so we listened to our customers" statement. This is disgusting. No one ever asks for less product with the same price. I commented on the FB group with my disappointment, and guess what they did next - they banned me from the FB group! What a way to treat their customers.
Started off great but then they changed
I’ve been on this product for some months.
I have found the product effective but not brilliant. No additional checkins but lots of helpful emails.
Two days ago they announced they were changing the product size from 30ml to 24ml which means people that are up to the full 30ml dose will need to spend another $88 per second month to ensure continuity of use.
No previous correspondence nor contribution on this matter prior to the announcement.
No backing down or taking on board feedback.
I’ve switched to another cheaper company and am happy
Great product, terrible company
After having used a similar product from an overseas company I was so pleased to find and Australian company offering online prescription skincare service and had really high hopes. Since using the prescription I have been happy with the products themselves.
However, the issue is with the company’s misleading website and pricing. The website clearly states that you are paying for a 2 month subscription. The drs instructions clearly state that you should be working up to using your prescription on a daily basis.
My first prescription I recei...ved from this company only had 7 weeks before the expiry date by the time i received the product. Clearly the two months that I had paid for. When I contacted them they assured me that they were making changes to prevent this kind of thing happening. My second prescription is now due. Yesterday the company communicated that they are reducing the prescription size by 20% without a change in price. They assured everyone that it was still a 2 month prescription: however when questioned further they finally admitted that if you use their product daily, as per their instructions, it will not last 2 months (it will last 6 weeks only) So effectively a 25% shortfall compared to what we are told that we are paying for. The company are still advertising their product as being a 2 month subscription. Customers need to be aware that they are not getting what they think and the actual service costs significantly more.
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.
Response time is poor
The product is good no doubt ,saw improvement in my skin .But the customer service is poor ,when I started with the treatment the doctor’s response time and cx support was faster .Now after 5-6 months into treatment the customer service and response time has significantly deteriorated.When i uploaded my recent review with doctor didn’t get a response from the doctor even after a week .Being tired of waiting and regularly checking emailed the team at their support email then after 2-3 days got a reply .Finally the doctor responded after I emaile...d support ,I asked a question to the doctor till date haven’t received a response from the doctor.I can’t believe I have to email support every time I have a question .One of the claims the software made was you have quick and on going follow up throughout the treatment doesn’t look like that is happening.
Ok service, Ok product
Bought this reading previous reviews and their initial service to make me buy this product is good. Atm, I am not satisfied with the product and as of now no difference, just I could feel untolerable itching and skin burn sensation.
Poor tele consultation and automated response based on keywords you write on queries.
I am sorry, Please dont risk your skin for their digital marketing.
Limited range and generic customer service
Disappointed. The range of ingredients is very limited, customer service only offers generic advice that provides no real benefit if you know anything about skincare and they don’t take into account your skin history. I see no real benefit in this service when prescription topicals like Tretinoin are readily available from GPs who can bulk bill.
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
I have been using the software prescription for a couple of months and my skin is tolerating it really well. Do you have any other products that will help fade darker sun damage spots on my face?
hello, still i am double mind, my skin is very sensitive. any sad effect with I stop to use it later, is it strong chemical?
How long will it take for there to be a difference in my skin?
It depends on what they prescribe you ☺️ I was prescribed with a tretinoin cream and I’ve been using it for about 5 weeks now and I did get some extra break outs around my jaw area (that was my skin concern) but they did warn me it could happen initially, but now my skin is really clear and less congested! I have oily skin too so even the oiliness has minimised a little, I really like the moisturiser they sell tho it’s really hydrating and just the right consistency too :)
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