DuoGen  レビュー 109

DuoGen からの回答

2023年3月27日

Hello Mary,

Thank you for sharing your experience with us regarding the Retinol Serum you purchased. We are sorry to hear that the product did not meet your expectations and caused you discomfort.

We take the safety of our products very seriously and have internal procedural that is in line with UK regulations for investigation notifications of adverse reactions.

We pride ourselves on the quality of our products, and customer safety and satisfaction is paramount, and we offer a 90-day money-back guarantee.

The website from which you purchased our Retinol Serum has the list of ingredients which are common ingredients typically used in such products. The product has been tested by a dermatologist, and we have safety certificates from industry professionals.

However, we understand that every person's skin is unique, and we recommend performing a patch test before using any new skincare product to make sure there is confidence on how your skin will react to the product - we make sure this is provided at all consumer touchpoints.

Our website states that “we recommend that people with sensitive skin perform a patch test first to ensure there is no reaction. If you are prone to reactions or have sensitive skin, always do a patch test on your neck or under your wrist before use or consult your healthcare professional. If sensitivity occurs, discontinue use immediately.”

Our packaging states that "avoid contact with eye or sensitive skin areas." and "if irritation occurs, discontinue use."

We have refunded your order of the Retinol Serum as per our 90-day money-back guarantee. Thank you again for bringing this to our attention. We hope to have the opportunity to serve you better in the future.

Sincerely,
Habitual Skin Team

DuoGen からの回答

2023年3月24日

Hello Cat,

Thank you for your feedback. We're glad you are enjoying the product and seeing results! If you would like to further discuss your experience, please contact us at hello@habitualskin.co.uk.

Habitual Skin Team

DuoGen からの回答

2023年2月13日

Hello Kamal,

Thank you for your feedback. We're glad you are enjoying the product and seeing results! If you would like to further discuss your experience, please contact us at hello@habitualskin.co.uk.

Habitual Skin Team

DuoGen からの回答

2023年2月10日

Hello Luana,

Thank you for your feedback. We are sorry to hear about your experience, we understand that not all our products work for everyone.

Our Triple Vitamin C is derived from Kakadu Plum Extract and contains 3-O-Ethyl Ascorbic Acid which has been reviewed and tested to be safe even for new users and is compliant with UK regulations. We recommend doing a patch test away on the skin from your face before use to ensure there is no reaction and to discontinue use immediately if sensitivity occurs as per our instructions on the packaging and our website.

We have reached out through email we can better assist you on this matter. We apologise again for your experience, your feedback is valuable to us.

Sincerely,
Habitual Skin Team

DuoGen からの回答

2023年2月13日

Hello,

Thank you for your feedback. We're glad you are enjoying the product and seeing results! If you would like to further discuss your experience, please contact us at hello@habitualskin.co.uk.

Habitual Skin Team

DuoGen からの回答

2023年2月13日

Hello,

Thank you for your feedback. We are sorry to hear about your experience, we understand that not all our products work for everyone.

If you have any questions or concerns, please contact us at hello@habitualskin.co.uk – we’ll be happy to help!

Habitual Skin Team

DuoGen からの回答

2023年2月13日

Hello Fern,

Thank you for your feedback. We are glad that you had a great customer service experience, and we look forward to hearing your review about the Hyaluronic Acid Serum in a few weeks time!

If you have any questions or concerns, please contact us at hello@habitualskin.co.uk – we’ll be happy to help!

Habitual Skin Team

DuoGen からの回答

2023年2月13日

Hello,

Thank you for your feedback. We are glad that you had a great customer service experience.

If you have any questions or concerns, please contact us at hello@habitualskin.co.uk – we’ll be happy to help!

Habitual Skin Team

DuoGen からの回答

2023年2月13日

Hello Stephen,

Thank you so much for your feedback. We totally understand about the smell as it's somewhat savoury! This is caused by the Ferulic Acid stabilising the Vitamin C. Active ingredients like Retinol and Hyaluronic Acid have quite a neutral natural smell, however, Vitamin C traditionally doesn't have a great smell.

If you have any questions or concerns, please contact us at hello@habitualskin.co.uk – we’ll be happy to help!

Habitual Skin Team

DuoGen からの回答

2023年2月13日

Hello,

Thank you so much for your feedback. We're really glad you are enjoying the product and seeing results!

If you have any questions or concerns, please contact us at hello@habitualskin.co.uk – we’ll be happy to help!

Habitual Skin Team

DuoGen からの回答

2023年2月13日

Hello Krista,

Thank you so much for your feedback. We're really glad you are enjoying the products!

If you have any questions or concerns, please contact us at hello@habitualskin.co.uk – we’ll be happy to help!

Habitual Skin Team

DuoGen からの回答

2022年10月17日 に更新

Hi Janette, thank you for your message. The reason why our bottles are in amber bottles is to protect the active ingredients Vitamin C. If you have a google about this its a recommend practice to ensure the products are protected from sunlight. Thank you for your feedback on the size of the product, we do take feedback on board. We are looking at introducing larger sizes, but for context, due to compliance and stability testing this process takes about 6-9 months to make sure there is no issues with formula in new packaging. All our reviews are posted on our website, including all negative ones (you can go ahead and post a negative review on our website too, it will get posted) so our trustpilot receives no attention. We have a private community group of Habitual Skin customers where last night we asked customers to post their same reviews from the website on here. Including yours. This community group has rules when you sign up that it is supportive, kind and constructive messages only - unfortunately due to the nature of your message you broke these rules that you agreed to when signing up. We had to remove you from the private community page. Your messages and the post is still up there. Wish you all the best in finding the right products for your skin.

In response to your reply, here are a few articles about why our Vitamin C in stored in Amber Bottles. Hope this helps!
https://www.healthline.com/health/beauty-skin-care/vitamin-c-serums
https://www.self.com/story/how-to-pick-vitamin-c-serum
https://www.skincare.com/expert-advice/all-expert-advice/skin-care-serums-dark-bottles

Your comment about the packaging and product from the articles provided, it is 10% concentration, it has these actives L-ascorbic acid, tocopherol (vitamin E) ferulic acid, and the bottle is tinted dark with the tinted label but let know if I have missed anything.

Your other factor, I replied above, but here it is. We are looking at introducing larger sizes, but for context, due to compliance and stability testing this process takes about 6-9 months to make sure there is no issues with formula in new packaging

Also Facebook reviews, yes we do have those activated on our public facebook page. Our private community page does not have reviews as it a group rather than Facebook page.

The message to our private community of 140 people, we asked to post their review existing from their website to our neglected trust pilot. We do have as part of the review app (Loox) we use on Shopify (our website platform), if you post a review on our website there is no incentive. If you add a photo or video to your review you get a 15% off discount - even if you post a negative review! This is standard practice and we are fully transparent about this.

You were banned because of your unkind words that have been posted on community page and a few other posts we have across socials. The final straw was the community page. You are entitled to your opinion, your comments remain, but the private community group has ruled which you broke. Unfortunately as per the rules when you signed up this can result in a ban.

DuoGen からの回答

2022年10月17日 に更新

Hi Mike, Sorry for this experience, our skincare manufacturer introduced a new testing process once the product is filled which caused delays in our restock arriving (by a month!). As a learning for our small business, we are no longer going to do pre-orders until we are 100% confident in our restocking process and manufacturing can be delivered by the estimated delivery, we hated letting our customers down and again apologies for this experience. Our final restock will arrive in November so we can promise we won't have this delay again. We do have some stock in NZ so we will reach out to see if we can compensate for this bad experience and send it to your home address in NZ.

DuoGen からの回答

2022年10月17日

Thank you for your kind words Tracy, let us know if we can help or provide any routine advice :)

DuoGen からの回答

2022年10月17日

Thank you for your kind words, let us know if we can help or provide any routine advice :)

DuoGen からの回答

2023年2月13日

Hello Sapna,

Thank you so much for your feedback. We're really glad you are enjoying the product and seeing results!

If you have any questions or concerns, please contact us at hello@habitualskin.co.uk – we’ll be happy to help!

Habitual Skin Team

DuoGen からの回答

2022年10月17日

Thank you Jane for your kind words! Let me know if you have any questions or would like some product or routine advice. x

DuoGen からの回答

2022年9月18日

Hi Alanah,

We emailed you on Thursday with an update saying we have a delay in our shipment and if you wanted a refund or were happy to wait and we got no reply.

I've processed the refund you will get this within 1-2 days business days to the same account you paid from.

Please note our customer service hours, we are a team of two and don't work on Saturdays but I have replied to both your emails you sent within a 12 hour window.

Thanks
Chelsea Davis
Co-founder of Habitual Skin.

DuoGen からの回答

2022年9月6日

Hi Kirsty,

We believe every person has different skin needs & types and sometimes our products don't deliver the desired results - thats a big reason we have our 90 day money back guarantee.

Your refund was within our refund policy, outlined here: https://habitualskin.co.uk/pages/returns-policy - but details below from the policy:

It takes about 7-15 business days for us to get your package at our HQ, inspect your return and complete your refund. You will receive an email confirmation once your refund has been processed, then allow for up to seven business days for the refund amount to show up in your account.

You will be responsible for paying for your own shipping costs for returning your item. If you are shipping an item over￡50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. To ensure delivery we recommend sending your return via Royal Mail.

All the best in finding the right Hyaluronic Acid for your skin, if you reach out to us we can provide some recommendations of other brands we believe have great serums

DuoGen からの回答

2022年9月6日 に更新

We are really not on the same page laura, I have tried my hardest to please you, you have only copy and pasted only certain parts of the email in this review which is disappointing. I refunded you instantly for the mistake (the same day yet you say you waited for a refund which incorrect), I never said we would send a replacement order...because we refunded you? We said we would call Royal Mail to investigate and see if we can get the order delivered from the wrong address to you but it would take 10-15 days to hear back from Royal Mail. This was too long and you insist on me sending ￡110 worth of products for free? I'm a small business, I cant afford to do this. I even suggested other brands you could spend your ￡110 refund on because you were so disappointed on our original mistake which was a genuine mistake. I tried my hardest to please you, but I'm sorry I can't send ￡110 of products for free!

Chelsea - Co founder of Habitual Skin