I’ve purchased from Active Skin multiple times in the past and have always had good experiences prompt shipping etc, which is why this situation was so disappointing.I purchased a Medik8 product through Active Skin and experienced an immediate burning reaction on my skin when using it as directed which was odd as i have used alot of different actives with no issues. I contacted Active Skin promptly the next day to report the reaction.Despite being a regular customer and reporting the issue straight away, I was told two weeks later that there was nothing they could do, and that any resolution was “up to Medik8 supplier” No goodwill gesture, store credit, or alternative solution was offered , I’m simply left with a product I can’t use.I understand that retailers work with brands, but as the point of purchase, I expected Active Skin to take some accountability for customer care rather than deflect responsibility entirely.For a professional skincare retailer, this response felt rigid and disappointing. I’m now left out of pocket for a product that caused an adverse reaction, with no practical support offered.I hope Active Skin reflects on how situations like this are handled in future, especially for long-term customers.
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