Company does its best to keep recall out of the press and out of the search engines.
Last month I wrote about how the company behind Proactiv, the skin care product pitched by Justin Bieber and Katy Perry, had registered multiple domain names hinting at a recall of its product.
Although I couldn’t find information about the recall on Guthy-Renker’s web site, I noticed a steady and increasing stream of web site visitors hitting the article who were searching for “proactiv recall”.
Indeed, it turns out the company is recalling product. But it’s being rather quiet about it.
It isn’t using any of the straightforward domain names I discovered, such as ProactivRecall.com. That page doesn’t resolve. Instead you’ll find information at PAbottlereplacement.com.
It gets better. The web site has “no index” in its robots.txt file, meaning the company doesn’t want it to show up in search engines. The title tag doesn’t include the name “Proactiv” either.
So if you do a Google search for the term, odds are you won’t find any official information.
But the domain names gave it away.
Kelly says
Just received the recall notice. Absolutely no information on the main Proactiv website. It’s as if the recall doesn’t exist. My most recent shipment has been completely ineffective and I have had a major acne flare up this month and suspected I might have had a defective product even before I received the recall notice. Sure enough when I went to their website for the recall, http://www.pabottlereplacement.com (hmmm…nothing in the domain name to suggest a proactiv recall), the products are in the recalled lots. In order to even get a replacement I have to wait for a return kit, send back the recalled products, and then I will receive the replacements. Seriously? They create a defective product and I have to jump through hoops to get a new ones. There is little information available on the recall site and all they will say is that the safety of the product is not affected. Well, I can tell you that its effectiveness has been affected and I for one would like a refund. I have cancelled my membership needless to say. I have never seen such shady, under handed business practices. Very disappointing.
John Berryhill says
When some of these folks come to understand the competitive intelligence available in domain name data, they’ll be singing a different tune about WHOIS privacy.
Let’s just not tell the SEC until we absolutely have to.
Andretti Holland says
I can’t believe this! Long as I have been using Proactive, now they wanna go and do this. i had a real bad break out on my face a month ago, my lips had swollen up so big, I just could not figure out what happened. I went to the emergency room and the doctor was astounded, she asked me what did I eat, that I was allergic to. That’s just it, I ate nothing, I’m alergic to nothing. Now, a month later, I get this letter in the mail, saying that my proactive is kind of not good, oops, sorry…Wow! BAD BUSINESS!! THIS IS PEOPLE’S FACE THEIR PLAYING WITH. I had to walk around in public with a mask on my face! Like I was contagious or something!!
Carmen R. Gonzalez says
I had both products received recently with lot # A1042A – expiration date 02/13 (Repairing Treatment) and AP1051B – exp. 2/13 (Renewing Cleanser).
Please, let me know as soon as possible, if is necessary replace these product.
debra says
my son bought the product and couple of months later received a letter about the recall but they offer no refund…what’s up with that ?????
elly says
Hello,
This is ridiculous. I have talked to 8 different proactiv representatives on the phone this morning. It has taken me over 2 hours. I’m angry.
We are supposed to send our information to them and they will send us a box, we ship our stuff to them, they confirm it is defective and then they ship us back new product…somewhere in the next two to three f-ing WEEKS. Also, apparently when you talk to eight people they start getting sick of you and will mail you a free complimentary trial size of product. BUT you have to call and ASK for it.
What I learned from the people I talked to is that they have no idea why so many bottles of proactiv are not staying as strong as it should and there are lots of people researching where it went wrong…I take that to mean that they don’t “really” know what the problem is. How can they say for certain it is OK if they don’t know what the problem is.
What I would like to know is WHY this is so “hush-hush” and WHO first decided to recall the product..the FDA or Proactiv. Anyway, if you are going to be short on product I suggest you call and ask them to send you out a beginning kit to hold you over for two to three weeks!
Gloria Blanco says
I had been using Proactive, I can’t believe that had been using a defective product that this company created.Now, I know because this product affected to me. Inmediately, I stopped using it.i had a real bad break out on my face, I got a lot spots on different areas on my face. I just could not figure out what happened. I went to my primary doctor emergency and when she saw, she says, what happened on your face and I had that explain on PROACTIV PRODUCT. I get this letter in the mail, saying that my proactive is kind of not good, oops, sorry…Wow! BAD BUSINESS!! THIS IS PEOPLE’S FACE THEIR PLAYING WITH.
This is ridiculous. I have talked with a proactiv representative on the phone this morning. I asked communication in Spanish and the proactiv representant asked me my phone number because they will call back to me, but it never happened.I hope that I can receive the replacements pretty soon. I’m so frustrated.
Robin L. Hughey says
I very scared one side of my face is aound my eye is swollen. Did know what to make you it thought maybe it was an allergy or something since I was cleaning carpet. I’m going to Doctor.
Robin L. Hughey says
I very scared one side of my face is aound my eye is swollen. Did know what to make you it thought maybe it was an allergy or something since I was cleaning carpet. I’m going to Doctor. I’ve been using this stuff for years. I’m worried especially if they trying to hush it away.
Nolan says
I just got the notification today…and this past week I have also had some minor break outs…I wasn’t sure what it was from but it was most likely the defective product that I’ve been using for a while.
Rhonda says
Kelly, you could have written my comment for me. I have also been complaining the last couple of months about the breakouts I have been dealing with lately. I have been wondering if I should continue to pay for and use Pro-Activ if it isn’t working any longer. I have bought product ahead of both the Repairing Treatment and Daily Cleansing Wash so that I have it in my shower and at my sink. So I have two almost full bottles of both. So waiting another 3-4 weeks is a bunch of bologna, until they send me a “return box and label.” Then they will send me new product once received. Are you kidding me, I’ve already paid an arm and leg for the products I have and they’re defective. I wonder what the real truth is? Did they leave out the “activ” ingredients? I currently have four large blemishes and fifth coming under my nose for Christmas and at over $20 dollars a month, give me a break! Send out new products to everyone who purchased your “defective” products in the last three months, at the very least Pro-Activ!
Barbara says
I am very upset…I gave this product to my teenage grandson to use!!!they need to correct this problem without me having to jump through hoops for them!!!…not to mention ….look out pro active there are attorney generals in every state!!!…no one hurts my grandchildren either…so I intend to call mine in new york…about this soo..it will become public..!! others should do the same
Amanda says
Calm down.. I’m excited to get a free Refill of my product. Proactiv has been the best product I’ve ever used. Yes, it will cause breakouts in the beginning , it even tells you that in the kit, then you adjust. I don’t have to wear makeup anymore because of these cleansers. The recall is because the benzoyl peroxide is getting weaker before the false expiration date. It won’t hurt you! You can empty the bottle into another container and still use it…. While a fresh bottle is being sent. It’s just a little weaker. Also, you should never put these products in your eyes! It says it on the bottle just like shampoo. This product works so stop being so dramatic and wash your face , return the bottle, and shhhhh! 🙂
Sha Sha says
You obviously did not read the concerns. smh
Jessica says
As I read though some of these comments/concerns, I must say a few of you hold valid points; while others, well… I’ll bite my tongue.
I have been using the recalled product for about three months now and haven’t experienced anything out of the ordinary. But I have come to the conclusion, er… speculation, that Proactive has either changed and/or omitted an ingredient in an effort to cut cost, of course, on their end. What I find strange is that it only takes a few days to determine the self-life of a product, why would this now be a concern? I received my affected supply in September. I think it’s more than the “limited shelf-life” that’s an issue.
However, what I will do—seeing that I’ll have to wait three weeks for a new bottle—is transfer most of the product to a different container; hey, it’s just gonna be thrown out anyway. If the product is not harming you in anyway, I suggest you do the same.
lina says
Just got my recall letter today…I currently have 3 bottles of recalled product. What’s funny is I received these in a shipment LAST YEAR. So tell me why they are JUST NOW finding out those products weren’t as strong as they should be? It’s no wonder that these are the same cleanser/lotion that made me switch to the “extra strength” proactiv just because they weren’t working as well. I thought I had become immune or that they changed the ingredients around when they added their new “micro-crystal” beads. Now a year later my face has been so dried out by this “extra strength” one I can barely smiile without my face cracking. Peels constantly and I have to use extra moisturizer just to be comfortable. I recently switched my kit to the “gentle formula” as I was gonna give that a try since the normal one wasn’t working for me anymore. Well now I don’t know what to use.
Carletta Threatt says
I would like a refund, I have been using this product for 9years and I am 50 and know my skin is not as clear as it should be. This is my face and I want a product that is effective and does not break me out. Stop trying to be on the Hush Hush side and give us the customers some answers.
Mary says
I’ve been breaking out as well and had thought I’d just become somehow “immune” to the product. I was irritated when I learned that Proactiv wouldn’t be shipping out replacement products immediately and instead would be waiting to receive my return bottles. It’s not like they have published the affected lot numbers and they have records that I’ve paid them for the products. I don’t see why they expect us to trust them and continue to use their products when they don’t trust us enough to send their products back. They could even say that they’re gonna bill me if they don’t receive the recalled products in a timely manner. I resent having to pay for product to use while I’m waiting for their return kits. I had multiple bottles affected by the recall one pair of cleanser and repairing treatment that I’d received together were both bad as well as the remainder of a bottle of repairing treatment from a previous shipment. The bottle of cleanser that I’d received with that repairing treatment was probably bad as well, but since I don’t have the bottle anymore Proactiv isn’t providing any type of reimbursement for selling me a product that was, in effect, probably as effective as a placebo. Additionally I have my suspicions about whether or not the products were making my skin worse than if I’d been using nothing at all. I had some cystic acne using the product which I didn’t have even before using Proactiv. Last month I woke up thinking that I’d somehow broken my nose during because the bridge of my nose was uneven and it was painful. It ended up being a pimple, which completely shocked me.
Amber says
I’ve been using this product for several months, only to clear up a light case of blemishes, the result of crazy hormones from being pregnant. My face now has full-blown, moderate acne, it has never been this bad, not even during my high school years. My product allegedly isn’t part of the recall, but the hypocrisy of it is daunting. I spent a handsome amount of money on a product to clear my face up, and that very product is responsible for giving me acne. I will be taking one of the previous commenter’s advice and contacting my attorney general. Friggen’ crooks.
Christine Young says
I have been using this product for years. 2 years ago I switched to extra strength because I was beginning to break out again. 2 months ago I woke up to find my nose swollen, red and with 2 huge pimples. As soon as one pimple began to go away another came. These were not just pimples, they were pustules, huge, painful and ugly. I did not go out of the house for 4 weeks. I am 61 years old and this should not be happening. I have given this company alot of my money and I feel used and abused. This cannot happen!!!! I too will be contacting my attorney general
Christine Young says
Oh yeah, by the way Amanda, shhh, shhh doesn’t work in the real world, it only makes things worse
Missy says
If you want to know how to identify the lot numbers affected, just click on this link http://www.pabottlereplacement.com/ and put your lot number in the entry box provided.
I have been using Proactive since 1995. I have noticed in the last few months that I’ve been having recent breakouts; now I know why. Glad I haven’t had any adverse side effects. I’ll call try and get a free trial kit till my return box comes. This is the first time in over 16 years that I’ve had problems with ProActive! I’ve never even had money issues as some have had, because I do NOT have a credit card in file. Glad they emailed us to let us know that the benzoyl peroxide shelf life is affected and not the product. See below
“We have initiated a voluntary bottle replacement recall for certain lots of Proactiv Repairing Treatment and Proactiv Renewing Cleanser due to a mislabeling of the expiration date. We want to assure you that the safety of the product is not affected by this recall.”
Lis says
I just got the packaging to return the bottle back to proactiv and it says that it will take 2-3 more weeks to ship me more bottle. I called them to ask them what am I supposed to do in the mean time. After getting transferred around I talked to some one and they are sending me a 30 day trial kit and ship in 3-5 days. They will not offer it if you do not ask for it!!
Missy says
I left a message on here Dec 13, just updating y’all after my call to ProActiv. I called ProActiv before requesting the return boxes and they are sending me a free travel kit to ship in 3-5 days and I only had to talk to one person! Then I went on this website: http://www.pabottlereplacement.com/ to get the return box. Once they receive the return box they will send me the replacement step 1 & 3 bottles but meanwhile I’ll already have the free kit they are sending me. Again I’ve never had any problems with them, just make sure you don’t have a credit card on file. Send them a check or money order and you’ll never have problems with them charging you extra. Good luck! ~Missy
STEPH says
NOT ONLY HAVE I HAD BAD BREAKOUTS FOR THE LAST TWO MONTHS, CLUELESS AS TO WHY…I JUST RECEIVED THE RECALL LETTER YESTERDAY..NEARLY A MONTH AFTER IT WAS WRITTEN. THIS HAS CAUSED MUCH DISTRESS, ESPECIALLY OVER THE HOLIDAYS AND I AM COMPLETELY UPSET WITH PROACTIV. I HAVE NOT BROKEN OUT THIS BAD SINCE PUBERTY, TEN YEARS AGO. AS FOR THOSE WHO HAVE HAD HORRIBLE EXPERIENCES, SUCH AS SWOLLEN LIPS OR HEAVY BREAKOUTS, I REALLY FEEL FOR YOU. WE AS CUSTOMERS DO NOT DESERVE THIS. I HOPE THIS GETS RESOLVED IMMEDIATELY! HAPPY HOLIDAYS
ashley says
I have worked for Proactiv for years and they aren’t even telling us peons who work for them what is really going on. This issue is still affecting the carts too and it is so unfair to the people who work for the company as well as our customers.
audrey arriola says
I used Proactiv 6yrs ago. and was amazed at the results.I recomended it to my daughter she hated it. her face got worse. So i ordered it again in august of 2010. I used it for over 2 months and saw little improvement and quit using step 2 & 3 because i didnt feel it was working my face was in such bad condition. About 2 weeks ago we recieved a call from Proavtiv saying that they had made a mistake in steps 2 & 3 and forgot to put the active ingredient in them my dad took the call and they wanted to talk to him about it he said youd have to talk to my wife shes the one who ordered it. they left a number when he asked for an extention they hesitated. i have tried many times to call the extention and find out whats going on and end up hanging up due to being left on hold more than 5 minutes. I’ll keep trying and let you know
lucy says
I have used Proactiv for several years with some improvement. Still get breakouts but not as bad. In November, I started breaking out horribly. My upper lip swelled and I had 4 large cystic pimples which I have never had. It started to spread to my lips, chin, nose and one side of my face. It was horrible. I couldn’t smile or talk due to the pain. Not to mention how ugly it looked. Make-up didn’t help. I called Proactiv several times to complain that something was wrong & I did mention quite a few times that the product had changed and I believe that the BP was left out. Of course, they thought I was crazy. Instead of listening, they tried to sell me other products like the dark spot corrector, the advanced blemish cream and told me to switch to the Extra strength. After 6 weeks of horrible cystic acne, i went to the dermatologist and he was in shock. Prescribed epiduo. The dark spots are still on my face & will take months to fully disappear. I had 22 large pimples in all during this fiasco. Yes…I counted after total frustration. I am totally disgusted with Proactiv…we pay good money and should get good product. The bad part is that once you get the replacement of new product with the active ingredients, your face needs to readjust to the BP again and so you will begin the cycle of purging (which means more pimples) and the dark spots all over again. l think proactiv should reimburse me for having to go to the dermatologist and for the Rx’s that I needed to pay for to fix the problems that their product caused and let’s not even talk about the emotional distress especially near the holidays. I just can’t put a price on that.
Amanda says
So…. Yay! Everything is fine now. Took a few weeks for the new bottles to get here. I sent my repairing cream and cleanser to be replaced even though one bottle had a faded code… I couldn’t make it out. They still replaced it! Of course I saved the original cream in a ziplock to hold me over. I broke out a little in between shipments, but it was worth the wait! My fresh stuff is working beautifully!!!
And Christine, in the “real world” people don’t hide in their houses for 4 weeks because of two blemishes. Your issue may be beyond Proactiv’s control. Shhhh! 🙂
Elobo says
I have started a petition regarding the recall.
Please see link to read and consider signing!
Elobo says
Sorry! Here is the link on change . org
http://www.change.org/petitions/guthy-renker-proactiv-solution-replace-refund-respect
Teresa Pankalla says
I received the recall letter, then the packaging envelopes with labels to return all my defective products. That was on 2/27/12, as of today I still have not received any replacement product for the defective product. I won’t be using Guthy-Renker for anything in the future. The company should have mailed replacement products with the packaging to return the defective product.
Loly says
Too good to be true!!!
Angie says
My 16 yr old daughter has been using this for a couple years. It hasn’t done a bit of good at all. She was adamant to try this, seeing as how her favorite person in the world (Justin Bieber) claims to use it and WOW he has no acne!! (Big surprise there). 3 months ago, she received her latest products and when we looked on the bottoms of ALL 6 bottles, they all have expiration dates from 2010 and 2011!!!! Hello….This is June of 2015 for crying out loud!!! Needless to say, we cancelled, sent it all back and miraculously, got refunded without question. She ended up needing prescription-strength meds from a dermatologist anyway. Proactiv….such a shady, shady business.