I have been trying to get a hold of them for FOUR weeks through customer service and have actually waited on the phone for an hour, sometimes an hour and a half, just to see if anyone would ever answer- of course they never did. I did my laundry, cleaned the dishes and cooked dinner all while on hold. And I got the same response, "we are receiving higher than normal call volume"- really, for four weeks??

I've sent them two emails to no avail-not even an email acknowledging mine. What makes matters worse is that I'm trying to reach them because it turns they pay UPS for the basic service- meaning they can drop the product off in front of the customers door if they are not home. Well, I live in an apartment building and someone stole my product and left the empty box at my door. So now I have had no product for FOUR weeks yet they still charged my acct. UPS states they should reimburse me or send another order b/c they pay for the service. Unfortunately for me, this is the best product I have used and I do not want to have to search for a new one, but if I have to I will. But even if I chose to do that, I doubt I'll be able to get anyone on the phone to cancel!

I've been using them for over a year now and never had a problem- I guess that's because I never had to use customer service until now.

I think that this is a horrible and very misleading advertising. I purchased the product once on a trial and you are essentially registered for auto-refills which are sent to you direct.

I had no idea that I had registered for on going refills. However after calling Skin ID it was pointed out to me that it was made very clear on the website during the check out process. I definitely missed it, so how clear is it really. I was not offered any comfort or a resolution. They were happy to let me hang up a dissatisfied customer. Not the customer service I expected.

What is really disappointing is that I even called a couple of times (on other issues- wrong contact information) and at no time did they advise/mention that my membership was an auto-refill membership. I haven't even finished my first refill and now I have a second refill, which I can't return. Apparently this is also on the Terms and Condition. What happens if you want to change the product for a different combination.

So for those wanting to trial this product BEWARE what you are registering for. I am disappointed that such a reputable company like Neutrogena would need to be misleading in nature. Who would think that when you buy a moisturizer/ acne treatment you would be on an going subscription. How do you know if you like it or if it works? I can expect this sort of treatment from mobil providers ect but not a consumer product of this sort. It's very misleading advertising and definitely the website I believe did not make it clear.

I'm a dissatisfied customer and one who would not be retuning. I cancelled my account immediately and I will think twice when buying Neutrogena products and select an alternative in the future.