Complaints

This profile includes complaints for Geologie's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Geologie

  167 Canal St New York, NY 10013-4536

  
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  Geologie

  450 Lexington Ave Unit 4539 New York, NY 10163-9523

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My teenage son fell prey to an ad, offering a box of products for $50. He received his order and later received a second box only to find out they had signed him up for a subscription but this time they charged him $260! I contacted them about returning their product and getting a refund on those ridiculous charges for my teenage son and this was their response:Thanks for the quick reply!I understand your concern regarding the subscription and recent charge. Unfortunately, were unable to provide refunds once products have left our warehouse, as part of our commitment to quality and safety. However, I can confirm that all of his subscriptions have been canceled, and no further charges will be applied to his account.Please let me know if there's anything else we can assist you ********* ********************** Lead

  Business Response

  Date: 06/27/2025

  Thanks for voicing this, ******. Our team takes extra care to transparently communicate membership details with any customer who is purchasing with us on a recurring basis. Happy to share additional details with you on where we call out those terms, and how we empower customers to manage their own subscription preferences with us.
  
  When you take our skin type quiz and receive your personalized regimen results, you'll see two options: one-time purchase or auto-refill. If you choose the auto-refill option, you'll clearly see the trial period duration and ongoing costs for refill orders displayed before youre then asked to provide explicit consent to our membership terms at checkout. Purchase of a subscription trial with automatic refills cannot be completed unless those terms are acknowledged and agreed to manually by the customer.
  
  After the discounted trial period, your next order will be larger to match regular membership pricing, and we remind customers of these details in our trial order confirmation email. You're always in control, too you can manage subscription preferences through your account, including postponing deliveries, adjusting products, or canceling outright.
  
  We're unfortunately unable to link the email address you provided with this complaint submission to an account in our system, but if you're able to respond and confirm the correct account email, we'd be happy to look into this further for you and work towards a resolution.

• Initial Complaint

  Date:06/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 12 year old son signed up for a free trial of skin care products from this company, and was automatically charged for a 3 month supply as part of a predatory subscription plan. We were unable to cancel the pending transaction through his bank, Step, who advised us to contact the merchant. Geologies policy is to refuse to cancel pending orders or allow returns. Additionally, he cannot cancel the subscription until after a 14 day trial period, which increases the likelihood of him forgetting and being charged again. This is an unscrupulous business model that markets to and preys on unsuspecting and naive minor consumers. A quick online search of reviews indicates his experience is a common one with Geologie having a draconian cancellation policy and poor customer service resolution. He is now out over $110 between product, tax, and automatic shipping fees.

  Business Response

  Date: 07/17/2025

  Thanks for voicing this, *****. Our customer success manager reached out to you directly via email a little over a week ago and has still not heard back. We'll look forward to your response there so that we can take next steps towards a resolution to your concerns.

  With regard to the subscription that accompanies our memberships, our goal is to be clear throughout the entire sign-up process, make sure our customers know what to expect from them and make orders easy to manage. We also outline clearly in our terms and conditions that customers who wish to purchase and subscribe are over the age of 18 or have consent from a legal guardian of age to do so.
  
  When you take our skin type quiz and receive your personalized regimen results, you'll see two options: one-time purchase or auto-refill. If you choose the auto-refill option, you'll clearly see the trial period duration and ongoing costs for refill orders displayed before youre then asked to provide explicit consent to our membership terms at checkout. Purchase of a subscription trial with automatic refills cannot be completed unless those terms are acknowledged and agreed to manually by the customer. After the discounted trial period, your next order will be larger to match regular membership pricing, and we remind customers of these details in our trial order confirmation email. You're always in control, too you can manage subscription preferences through your account, including postponing deliveries, adjusting products, or canceling outright.
  
  Based on your son's account activity, it looks like they manually placed their first full-sized refill order within minutes of the initial trial order, and that had already shipped out prior to him reaching out to our team for assistance.
  
  We are deeply committed to maintaining the highest quality standards for our customers, and once our products have left our facility, in order to preserve the integrity of each item, we are unfortunately unable to accept a return of them. As a small personal care business, its crucial for us to prioritize our customers health and safety. Within our industry, returned goods must always be disposed of because the safety and efficacy of the products can no longer be ensured after they've left our possession.
  
  We've laid out an alternate resolution path via email, however, and will look forward to hearing back from you on those next steps.

• Initial Complaint

  Date:04/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a 3 month trial with geologie, I paid for express shipping and it arrived later than the express shipping and I wasnt refunded for it because I got such a good deal on the product as stated by their customer support. Not even a month later I was charged again, this time three times as much. They state you have to give the product up too 3 weeks for results. After three weeks my skin was blistered and ******, the product was too harsh for me. And before I could cancel they charged my account again. I requested a refund the same day it was charged. And they refused to send me a refund.

  Business Response

  Date: 05/14/2025

  Thanks for voicing this, *****]. Our team takes extra care to transparently communicate membership details with any customer who is purchasing with us on a recurring basis. Happy to share additional details with you on where we call out those terms, and how we empower customers to manage their own subscription preferences with us.
  
  When you take our skin type quiz and receive your personalized regimen results, you'll see two options: one-time purchase or auto-refill. If you choose the auto-refill option, you'll clearly see the trial period duration and ongoing costs for refill orders displayed before youre then asked to provide explicit consent to our membership terms at checkout. Purchase of a subscription trial with automatic refills cannot be completed unless those terms are acknowledged and agreed to manually by the customer.
  
  After the discounted trial period of 28 days, your next order will be larger to match regular membership pricing, and we remind customers of these details in our trial order confirmation email. You're always in control, too you can manage subscription preferences through your account, including postponing deliveries, adjusting products, or canceling outright. Our support team is always happy to help adjust product formulas and work one-on-one with any customer whose initial trial ********************** might not be working out for them.

  Ensuring the highest product quality and safety for our customers is our top priority. In order to maintain their integrity, we are unfortunately unable to accept returns once our products have left our facility. We realize this might be different from your experience with other online retailers and appreciate you understanding our prioritization of customer safety. Our team will, however, go ahead and issue a $2 refund on your trial order with us for the difference in expedited shipping you paid for, compared to our standard shipping rate, as well as a courtesy 50% partial refund on your first full-sized refill order if any of our trial detail communications were overlooked.

  Don't hesitate to let our team know if you have any other questions or if we can lend a hand with any membership preference adjustments you might need moving forward.

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a trial of their product and, to the best of my knowledge, took the necessary steps to discontinue and cancel any future orders or renewals. They renewed anyway and sent me another order for an outrageous price that I did order or consent to. I responded to them the same day I received the notification. They refused to do anything about it saying it could was too late to cancel. This isn't right. I am very dissatisfied. I want my money back. When the product arrives, I am willing to send it back to the the provided the pay for return shipping. Thank you.

  Business Response

  Date: 05/08/2025

  Thanks for voicing this, *****. Our team takes extra care to transparently communicate membership details with any customer who is purchasing with us on a recurring basis. Happy to share additional details with you on where we call out those terms, and how we empower customers to manage their own subscription preferences with us.
  
  When you take our skin type quiz and receive your personalized regimen results, you'll see two options: one-time purchase or auto-refill. If you choose the auto-refill option, you'll clearly see the trial period duration and ongoing costs for refill orders displayed before youre then asked to provide explicit consent to our membership terms at checkout. Purchase of a subscription trial with automatic refills cannot be completed unless those terms are acknowledged and agreed to manually by the customer.
  
  After the discounted trial period, your next order will be larger to match regular membership pricing, and we remind customers of these details in both our trial order confirmation email and upcoming order email before your first refill order. You're always in control, too you can manage subscription preferences through your account at any time, including postponing deliveries, adjusting products, or canceling outright.

  Since no action was taken to adjust membership preferences from within the account or reaching out to our support team prior to your refill order date, that order processed and shipped as regularly scheduled. Our records indicate that you then canceled your membership with us later that evening, and you should have received a separate confirmation email at that time.

  Let us know if you have any other questions or if our team can lend a hand with any membership preference adjustments you might need moving forward.

• Initial Complaint

  Date:03/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This shady company signed me up for a subscription that I never signed up for and refuses to refund me. The customer service is terrible, they dont care about customers and only care about getting a quick buck off of people not knowing they are signing up for subscriptions after buying ONE product. No emails were sent out to let me know I started a subscription or anything.they are terrible!

  Business Response

  Date: 06/02/2025

  Thanks for voicing this, *******. Our team takes extra care to transparently communicate membership details with any customer who is purchasing with us on a recurring basis. Happy to share additional details with you on where we call out those terms, and how we empower customers to manage their own subscription preferences with us.
  
  When you take our skin type quiz and receive your personalized regimen results, you'll see two options: one-time purchase or auto-refill. If you choose the auto-refill option, you'll clearly see the trial period duration and ongoing costs for refill orders displayed before youre then asked to provide explicit consent to our membership terms at checkout. Purchase of a subscription trial with automatic refills cannot be completed unless those terms are acknowledged and agreed to manually by the customer.
  
  After the discounted trial period, your next order will be larger to match regular membership pricing, and we remind customers of these details in our trial order confirmation email. You're always in control, too you can manage subscription preferences through your account, including postponing deliveries, adjusting products, or canceling outright.
  
  To confirm, it looks like you have had multiple subscriptions with us under more than one account since 2020. Both of your original regimen subscriptions with us from 2020 and ***** under the account associated with email address ******************************* were canceled without issue. Our team can confirm that your latest subscription with us under the account tied to email address ********************************* was canceled on May 26, after its first refill order processed earlier that day. Our team issued you a courtesy refund for that.

  Don't hesitate to let our support team know if you have any additional questions about our subscriptions, your accounts with us, or anything else.

• Initial Complaint

  Date:02/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This skincare routine brand deceived me into subscribing to their unreasonably expensive services through what was seemingly a one-time-purchase. Their website is intentionally misleading in communicating to customers what they'll be receiving in the mail, and their policies regarding the way they sign buyers up for subscriptions. I had used a discount code for a certain skincare routine, thinking it would be a single purchase of three 60 ml bottles of facial cleanser, and one 50 ml bottle of moisturizer. What I received in the mail however, were the same cleansers and creams, but all in 12 ml bottles. I didn't dispute the issue then, as I was satisfied because I had the discount code. However, without my knowledge, they signed me up for their subscription services in which I would receive the same products about once every 90 days. About a month later, I woke up to find that they had processed an order I did not make for said subscription service. Not only did this happen before the 90 days had passed, but they had made no communication to me that I had signed up for this subscription in the first place. I immediately contacted their customer service to get this charge reversed before it shipped, but they didn't oblige. As per their stated company policies, they refuse to send me a refund, and have been overall very challenging to work ******* short, they swindled me into signing up for an exorbitantly priced subscription service, in no way notified me that I had signed up for this service, and refuses to refund me despite my efforts to get the order cancelled before it shipped, as well as the rather suspect conditions in which they signed me up.I've seen numerous similar experiences with this company, and I, as well as many others it seems, seek retribution.

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  Geologie has responded to me with an acceptable resolution. If this resolution is for whatever reason retracted on Geologie's part, I will file another complaint.
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  Date:01/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sneaky Scam Business. On January 7, I received a notice that $185 CA was removed from my bank account. I was not notified about the subscription at all after paying for the initial payment. The jump from $87 to $185 even after I cancelled a couple of items makes this a ridiculous scam. Additionally, I'm allergic to some of the products as I've had red specks over my face after using it for 2 weeks. I've sent an email to the help line for the completely immediately when I received the charge and they did not do anything about it or provide any help. I completely support the fact that this business is a scam and I will be refusing my package. I would like my money back, then I will remove this complaint from BBB. Thank you.

  Business Response

  Date: 01/27/2025

  Hi *****,
  
  Thanks for voicing this. Our team takes extra care to transparently communicate membership details with any customer who is purchasing with us on a recurring basis. Happy to share additional details with you on where we call out those terms, and how we empower customers to manage their own subscription preferences with us.
  
  We first outline how long our membership trial period lasts and its associated ongoing costs in our diagnostic results. Customers typically answer our skin type quiz to find a personalized skincare regimen that fits their needs best before receiving their results and those membership details. At this stage, a customer can choose whether theyd like to purchase their trial a la carte or enroll in a membership for recurring orders.
  
  Then, if a customer has selected that theyd like to enroll in recurring orders on our diagnostic results page, we explicitly call out again on the checkout page that their purchase will lead to recurring orders, which customers can update from their account at any point during the course of their trial and longer term subscription. To be clear, customers must give explicit manual consent to these terms if they wish to take advantage of our heavy trial discounts, and purchase of a membership trial cannot be completed unless those terms are acknowledged and agreed to.
  
  And finally, in our order confirmation email we again outline the length of our trial period, highlight that the order following a customers trial order is roughly three times larger and commensurate with its pricing, and prompt customers to manage their own subscription details from their account page, where they can postpone an order, adjust the products theyre receiving, or cancel outright. 
  
  We outline our return, refund and cancellation policies in a few different places along the purchasing journey, too, including in our diagnostic results, on our checkout page, in our order confirmation email and in a variety of publicly available FAQs. We are deeply committed to maintaining the highest quality and safety standards for our customers, and once our products have left our facility, in order to preserve the integrity of each item, we are unfortunately unable to accept a return of them. We understand that this policy might be different from what you're used to when ordering from other online retailers and genuinely appreciate your understanding that, as a small personal care business, its crucial for us to prioritize our customers health and safety. Within our industry, returned goods must always be disposed of because the safety and efficacy of the products can no longer be ensured after they've left our possession.
  
  At this time, our team has confirmed that your membership with us has been canceled to prevent further recurring orders, so you will not incur any additional charges for new orders from us moving forward and should have received a separate confirmation email on that for your records.
  
  Our support teams happy to help if you have any other questions for us, *****.
  
  Best,

• Initial Complaint

  Date:12/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order today on Sunday within a couple minutes. I realize the product has an ingredient that I cannot use on my skin. I reached out instantly to the customer support asking them to please cancel it. They answered quickly and said it could not be canceled and then I could return it. I told them I just wanted to make sure I would not have to pay return shipping. They then replied to me again, changing their story and saying they dont accept returns at all which contradicted what they originally said. I explained to them that I am allergic to one of their ingredients and I really needed to cancel because I would not be able to use the product and they refuse to cancel it And they said they would not take returns. They also said if I refuse delivery, they could still not give me a refund I am not looking to pay for a product that I am not going to open use or have any use for this is a very strange website. It almost seems like a scam. How am I not able to cancel an order within five minutes of placing it? . How am I not able to cancel a order within five minutes of placing it very strange please cancel my order and refund me.

  Business Response

  Date: 01/13/2025

  Thanks for your submission, *********.

  Our team double checked and was able to confirm that you originally ordered our dark circle under eye cream formula with kojic acid in February of last year. The purchase that you recently made was for the same product.

  We're unfortunately unable to guarantee cancellation or adjustment of an order once placed, but our team is happy to offer store credit for the value of the order if you've decided that you can no longer use it and would prefer to receive something else
  
  Our team lead is happy to assist further via the open email thread we have with you.

  Customer Answer

  Date: 01/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] business did not refund or allow me to return unopened unused product I never used this product a member of my household ordered from them a year ago that doesnt have anything to do with me  would not recommend ordering here  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* *********
  
  
  
  
   
  

  Business Response

  Date: 03/06/2025

  Hi *********,

  Our team has issued you a courtesy $26.34 refund for the cost of the eye cream. Those funds should make it back to your original method of payment within a few business days.

• Initial Complaint

  Date:12/17/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 2nd, I received a promotional email from Geologie Skincare advertising their Regimen #** Hero Set for $49. Out of curiosity, I clicked on the link, which prompted me to select a gift. After selecting one, I continued browsing the ********** no point did I place an order or see a checkout page to review or approve the purchase. However, I later received an order confirmation email stating that an order had been placed, and I was charged $122 CAD. This amount was far higher than the advertised price of $49, which I assumed to be in CAD since I am in ****************** are the key issues:1. Unauthorized Purchase:I never placed an order, was not shown a checkout page, and never approved the transaction.This unauthorized charge appeared in my bank account without my consent.2. Misleading Pricing:The promotion listed the price as $49, but it was not disclosed that this was in USD. This lack of clarity resulted in an unexpected charge of $122 CAD due to currency conversion.3. Incorrect Address:The address associated with the order was incorrect, which further demonstrates that the order was processed improperly.4. Lack of Support:I immediately contacted Geologies chatbot and emailed their support team to request an order cancellation.Their response was delayed, and they refused to issue a refund unless I returned the product at my own expense.5. Unreasonable Return Policy:The item was sent to the wrong address, which is far from my location. Asking me to retrieve the item and pay for return shipping is unreasonable when the error was caused by their system and lack of transparency.

  Business Response

  Date: 12/17/2024

  Thanks for your submission, ******, and sorry to hear that details regarding our Hero Set reactivation offer were misunderstood . Happy to share some additional information regarding your purchase.
  
  Our Hero Set reactivation landing page clearly outlined pricing for the order, displayed the previous shipping address we still had saved from your previous orders with us, and had a separate Confirm CTA that needed to be clicked in order to proceed with the ordering process. All of our pricing is listed in USD, as outlined in our FAQs, as well as in your previous two orders with us from 2023. Additionally, if the shipping address displayed was no longer valid, we included a separate and direct link back to your account page with us, where customers can freely update shipping and billing information.

  It looks like our team has ensured that your reactivated subscription has been canceled once again, and your credit card issuer has stepped in to handle the dispute you filed. Let us know if there's anything else we can help with.

• Initial Complaint

  Date:11/04/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a member of geologie for the past several years. I believed I canceled it in June. Today I got an alert from my credit card that I was charged $160. I did NOT receive:1. Advanced notice this charge was going to occur 2. Any communication from geologie at all in terms of the charge or *********** feels like they play games so they can tell you they can't cancel the order because it has higher priority for subscribers? Given the amount of complaints here, for nearly the same reasons, it's obvious this is completely intentional.They are shipping this order to the wrong address. They offered me 40% off if I left the issue alone. 40% off of a product I WILL NEVER RECEIVE.They blocked me on ******** for sharing this story.

  Customer Answer

  Date: 11/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ******