Cost and benefit not worth it for me!
I have been using software for approximately 9 months but have just cancelled my subscription. The smaller bottle size and cost being the main reasons. The 24ml bottle doesn’t last me long enough even though I’m only using 2 pumps on 1/3 of my face for cystic acne. With huge delays between orders, it’s even more difficult. I find my skin just relapses between bottles.
I am pregnant so I am just using a niacinamide/azelaic acid combo which for $88 for 24ml, just isn’t good value. I have just started using AZclear azelaic acid + the ordinary nia...
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..
Purchased for the purpose of acne scarring & pigmentation, fine lines
I don't really have much to say as it's too early to see results I guess. On week 3 of the treatment now.
My skin is very tolerant, so I have been using the Software night cream daily from day 1 without the sandwich technique, so you'd think I'll get results faster than others, but not the case. I've gone back to using it 5 nights a week, not necessarily to use daily. My skin is definitely not getting worse, but I was told it would take a good 6 to 8 months for what I am using it for. Will write a review then.
My skin does feel quite tight & ...firm in the morning though. I guess that's a good thing. You'll probably see results sooner if using it for acne, whereas I don't really get much acne anymore just the odd whitehead here & there & blackheads from open pores. I don't get the puffy red inflamed acne as some people do.
Its working and have improvement
You can improve in your delivery department. It look a while for the delivery however overall Im happy with the product.
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.
I’ve been really impressed with the customer service. Regular check ins and updates and personalised messages. Some tweaks were made to the product before sending it to me (which I was made aware of), so it took a little longer to arrive, hence, I have not been using it very long. So far, so good. The product is easy to use. No noticeable results yet, but I will continue to use it and see what happens. I have rosacea and pigmentation.
Doesn't feel so personalised
Took the quiz and was offered my prescription. They prescribed 1% prescription grade retinol along with other things. This seemed very strong considering i'm early 20's and it is advised to only use retinol mid to late 20's.
I sent them a message to ask and they dropped it to 0.25%. I guess it's helpful you can message them and they can change it.
I have a feeling it's not totally personalised as it seemed as though they didn't take note of my age etc.
Never ended up ordering as it's quite pricey for what it is so can't comment on product quality but brands like The Ordinary offer similar products which are much more affordable.
The concept is very good, I was very excited to find a similar service to Curology which was only available to America. I wanted to incorporate Tretinoin into my routine to combat some redness and some signs of aging. Upon my discussion with the doctor (which seemed like a very generic copy-paste response), I was prescribed 2 treatment creams: 1 with azelaic acid + hyaluronic acid + niacinamide for day time and 1 with tretinoin + hyaluronic acid + niacinamide to use at night time. The cream arrived after 2 weeks.
While the tretinoin is fine (I...experienced some peeling which was to be expected), the azelaic acid cream had a very sticky, non-spreadable unpleasant texture. I asked the customer service about this (which was excellent about it) they said that the sticky texture is common with any azelaic acid product and they are working on improving it. That's okay, I can handle poor texture if I'm just working from home. But if you wear make-up it will be impossible to put over this cream without it pilling. However, the azelaic cream also stings and irritated my skin despite being an ingredient that's meant to be anti-inflammatory. I thought it was just my skin getting used to the ingredient but after some elimination process and stripping my routine to the most minimum, it was clear my skin was just hating this product. I decided to cancel my subscription and just requested a refund (they have a good refund policy if claimed within 90 days) Overall my personal experience was okay but I think I'd be better off just requesting tretinoin prescription from my GP instead of using this brand. I might consider using it again if they have come up with a better azelaic acid cream formulation.
So far, so good
I’m using a 0.025 tretinoin with 5% niacamide and 1% hyaluronic acid. I’ve not had any adverse reactions but I’ve been using a variety of acids and retinoids for a lot of years. I have noticed a dimunition of pores since using this. Will continue use for a couple of months, at least, to give it a proper opportunity to work.
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.
The consult was okay. But that is as far as I got.
Whilst the consult was easy and done quickly, I have a sensitivity to niacinamide and was told that 'all of their products contain niacinamide at this stage.' This seems counter intuitive to me as a 'customisable' skincare brand and leads me to believe it's not that customisable. They refunded my consult fee as promised. It's a shame!
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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