Reviews (1)

This is less a review of the physical product and more about the experience with customer service, and I am probably being petty.

Things started smoothly as I entered my personal information and sent a picture of my melon. I was told "male pattern baldness." Sounded about right to me. I went on and paid for the subscription, no problem, and within a couple of weeks the first shipment came. I found it (for myself) difficult to keep up with the topical application. Nothing notably wrong with it, the process just wasn't for me. I should mention that my hair is still in an OK place, I think I was being more preventative than anything.

So I emailed customer service to see about canceling my subscription. It cannot be canceled they tell me, not via email anyway, but they can put the subscription on hold for six months. At the time finances were tight so I obliged - I will revisit again in six months to see how things are.

Six months go by. I had made a note in my calendar to revisit the paused subscription. Unfortunately, things with work were busy and the renew day came and passed and I forgot to contact customer service. Keeps automated renewal did not miss the day. With no reminder of the activation, I got an email notification saying that "My shipment was on the way," with a $78 charge on my card. Crap! I emailed right away. So sorry I forgot to contact, would you please stop the shipment and cancel the subscription, yadda yadda.

I got an email back from customer service telling me that a hold had been placed on my order and that I had 24 hours to call in and cancel the order or the shipment would be sent. Call Jack Bauer. The rep also told me that I agreed to a subscription and how subscriptions work is that they send every month and that's what I agreed to. Along with that, they attached a screenshot of "what I agreed to."

Cue my response - no way you're are going to explain to me what a subscription is, belittle me with an agreement screenshot and put me on a timer for 24 hours. I did respond politely, citing that as a customer I reserve the right to cancel a subscription even after an agreement. I told them I would call to cancel and not be returning.

Shortly thereafter, the founder sends me an email asking for customer feedback, "we hate to see you leave, we always want to hear what you have to say...etc." Along with a notification that my subscription has been canceled. I sent my feedback - with no final response.

Ok so here is my issue. It took me no time at all to get into this "agreement." Yet twice, when I requested to cancel, I was given the runaround. Should I have called in the first time? Yes. But still, this idea of keeping customers on the hook with a six-month hold is shady. Making me call in during work hours for something that can be done with a few clicks? Huh? They gave no notice of the account going off hold, and no reminder that they were about to charge me again until they already did. When I made a fuss - things got taken care of immediately.

That's what this review comes down to. Was I the most responsible customer? No. But that does not give warrant to any business to make you hassle and squirm until they take care of your requests. Don't patronize me with screenshots and don't send some BS message from the founder saying how much we care about you. When I email and ask to cancel, simply cancel. I am the customer. Don't "we're a subscription service" to put me on pause and jack me for money with no notification six months later. If you can automate all that other stuff, take the time to automate a reactivation message. By the way, at no point in any time did I require to call into the service center...ONLY to request the subscription cancellation. I did not feel like my best interests were prioritized, quite the opposite.

Like I said, I am just being petty. Not a fan of how Keeps handled it.