Superior Muscle X

#222222;">We apologize for any inconvenience this situation may have causedHowever, the age and medical condition of our customers is beyond our knowledge being that we are a solely based internet company, all of our product transactions are made through our websiteFor that reason we have included "Terms and Conditions" which is a legal contract between us, Superior Muscle X, and our customersIn those terms, it is clearly stated that you, the consumer, must be of years of age and agree to our "Terms and Conditions", or you will not be able to place an orderOur Terms and Conditions are available to you three times throughout the ordering process because we want ensure our customers have a clear understanding of how our trial offer worksThe customer has to manually check off a box agreeing to have read the Terms and Conditions, and be of at least years of age when inputting their form of payment and shipping information of which the credit cards shipping, mailing, and IP address must matchYou are then sent an e-mail confirmation of your order receipt after it is processed and the Terms and Conditions are located in the e-mail along with our contact information and hours of operation, FAQ's, etcWhen the product is mailed to your address, we include our return policy attached to the package with the Terms and Conditions that apply to the 14-day trial offerAlso, this statement is located on our website for each person that visits our website : "This product is not for use by or sale to persons under the age of This product should be used only as directed on the labelIt should not be used if you are pregnant or nursingConsult with a physician before use if you have a serious medical condition or use prescription medicationsA Doctor's advice should be sought before using this and any supplemental dietary productRepresentations regarding the efficacy and safety of Superior Muscle X have not been scientifically substantiated or evaluated by the Food and Drug Administration." Additionally, the Superior Muscle X label, under suggested use, reads "CAUTION: Children under the age of 18, and individuals with a known medical condition should consult with a physician before using this or any dietary supplement." In regards to this specific trial, the free trial expired on 5/12/2014, and we were contacted on 5/15/to cancelThe situation was then brought to our attention and the subscription was cancelled immediatelyThe customer was sent a cancellation confirmation e-mail to the address that the customer provided over the telephone as per our conversation, and at that time, Yvette verbally agreed to accept that refund amountOn 5/15/2014, customer was told to simply return the product, and upon receipt, we would issue a full refund (minus the restocking fee of $which must be assessed on all returns as per company policy) The shipping fee of $is non-refundable as it is a USPS shipping charge On 6/3/2014, before the product was received, we were contacted again, and out of courtesy and against our company policy, I personally decided to issue a full refund of $without authorization from a supervisorOn 6/6/the product was received back at our company warehouseBelow you can find a copy of our return policy, etc off of our websiteWe believe that this situation was addressed properly and to the best of our ability, and again apologize for any inconvenienceWe appreciate your understanding in this matterRespectfully,Superior Muscle X Support REFUNDS AND RETURNS: If you are not satisfied with your membership for any reason, simply contact us within days of placing your orderYou will be required to cancel your subscription no later than the14th day of your membership period to ensure you are not billed any further charges and to receive a refund.NOTE: ALL SALES AFTER THE END OF THE TRIAL PERIOD ARE FINAL! YOU UNDERSTAND THAT THIS CONSUMER TRANSACTION INVOLVES A NEGATIVE OPTION AND THAT YOU WILL BE LIABLE FOR PAYMENT OF PRODUCT THAT WAS SHIPPED TO YOU, AND FUTURE SHIPMENTS OF PRODUCT, IF YOU FAIL TO NOTIFY US TO STOP SUPPLYING THE PRODUCT TO YOU.HRegardless of whether you cancel Your Membership in a timely fashion or not, You will be responsible to pay the shipping and handling charges associated with Your Product of You agree that we can charge Your credit card for this amount, and You agree to pay such amount regardless of whether You cancel Your Membership in a timely fashion or notNo refunds will be issued for shipping and handling charges.ICancellation of OrdersIf You wish to cancel future deliveries of the Product and You are within the Membership Period, then You should follow the procedures described in the preceding section of this AgreementIf You wish to cancel future deliveries of Product outside of the Membership Period, then You must call Our Customer Service Department toll-free at ###-###-#### and request that such future shipments be terminatedYour request for termination will be processed immediately; however, subject to Our refund policy (described below) You will be responsible for payment for any Product that has either (i) already been shipped to You or (ii) already been delivered to You at the time of Your call.As stipulated in Section 3, subsection B; REPRESENTATIONS; DISCLAIMERS; before purchase by Buyer, Buyer agrees that he/she "either ha[s] consulted, or will consult, with a physician before taking any of Our Products..."Additionally, under TERMS AND CONDITIONS, Section 5, OUR REPRESENTATIONS; before purchasing any item, Buyer represents and warrants that he/she is "eighteen" years of age "or older"Furthermore, they acknowledge to have "read this Agreement and thoroughly understand the terms contained in [the] agreement."However, if for some reason you believe that you are a victim of fraud, please do not hesitate to contact your banking institution and report it immediatelyRegulation Z, which implements the Fair Credit Billing Act and the Truth in Lending Act, protects you against unauthorized purchases and fraud To be fully protected, report the problem to the credit card issuer, preferably in writingInclude your name and account number and an explanation of why you believe the charge is incorrectInclude a copy of your billing statement with the questionable charge highlightedSend your letter to the address designated by the creditor for handling billing errors or claims of unauthorized useThe Federal Trade Commission (FTC) (www.ftc.gov/ftc/consumer.htm) offers free publications on credit cards, billing rights and how to avoid credit card fraud

This response is in reference to [redacted] 's initial complaint filed 01/13/We apologize for the delayed response, and appreciate your assistance in handling this clear="all" -- Best Regards,Superior Muscle X Support [redacted] Customer Service: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[As you have stated numberous times in your response, THE PERSON ORDERING THE PRODUCT MUST BE YEARS OF AGETHAT IS MY FIRST PROBLEM, MY SON IS NOT YEARS OF AGE, THEREFORE, THE CONTRACT IS NULL AND VOIDEDI TOLD YOU WHEN I SPOKE TO YOU THAT HE WAS NOT AUTHORIZED TO PURCHASE THE PRODUCTAFTER FURTHER REVIEWING WHAT THE PRODUCT WAS, I FOUND OUT THAT THE PROJECT WAS FOR SEXUAL ENHANCEMENT ALSOTHAT IS DEFINITELY UNACCEPTABLEEVEN THOUGH YOU HAVE ALL OF THE DO AND DONT'S ON THE LABELS, YOU DO NOT MAKE SURE THAT THE PERSON WHO IS PURCHASING THE PRODUCT IS OF AGEMY SON DID NOT READ THE REST OF THE FINE PRINT, AS USUAL BECAUSE HE IS YOUNGHE DID NOT EVEN KNOW IT WAS FOR SEXUAL AROUSEMENTI AM SURE YOU DO NOT WANT TO PROMOTE HAVING SEX AT A YOUNG AGEWHEN I SPOKE TO YOU THE FIRST TIME, I DID TELL YOU HE WAS UNDER AGE AND THE AGREEMENT WAS NOT BINDINGI WAS NEVER INFORMED OF YOU KEEPING ANY OF THE MONEYWHEN YOU SENT THE EMAIL CONFIRMING THE CANCELLATION OF THE ORDER, IT DID NOT COME TO ME, IT WENT TO HIM, AGAIN, YOU STILL USED HIS EMAIL ADDRESS TO COMMUNICATEYOU NEVER EVEN ASKED FOR MY INFORMATION TO PROCESS THE CANCELLATION. WHEN I CALLED THE SECOND TIME, I WAS NOT SATISFIED WITH YOUR ANSWER AND WHEN I KEPT CALLING, YOU IGNORED MY CALL.THERE SHOULD HAVE BEEN A RED FLAG WHEN YOU PROCESSED THE ORDER AND HIS NAME, WHICH HE USED TO PURCHASE THE PRODUCT, WAS NOT ON THE CARDEVIDENTLY YOU ARE NOT HANDLING BUSINESS PROPERLY OR SAFELY. YOU DID RETURN THE $69.98, BUT I WANT THE REST OF MY MONEY AND I ALSO WANT EVERYONE TO KNOW YOU IRRESPONSIBLE YOU ARE AT SELLING THAT PRODUCTIF I DO NOT GET THE BALANCE OF MY MONEY, HOPEFULLY YOUR BUSINESS WILL NOT DO SO WELL WHEN PEOPLE READ MY COMPLAINTI AM SURE THERE ARE MORE CUSTOMERS WHO THIS MIGHT HAVE HAPPENED TOYOU NEED TO BE A LITTLE MORE CAREFUL WHO YOU DO BUSINESS WITH
*** ***

This response is in reference to [redacted]'s initial complaint filed 01/13/We apologize for the delayed response, and appreciate your assistance in handling this.
clear="all" "">
-- Best Regards,Superior Muscle X Support
[redacted]
[redacted]
[redacted]
Customer Service: [redacted]

Dear Customer,
We apologize for any inconvenience this situation may have caused. However, the age and medical condition of our customers is beyond our knowledge being that we are a solely based internet company, all of our product transactions are made through our website. For that reason we have included "Terms and Conditions" which is a legal contract between us, Superior Muscle X, and our customers. In those terms, it is clearly stated that you, the consumer, must be of 18 years of age and agree to our "Terms and Conditions", or you will not be able to place an order. Our Terms and Conditions are available to you three times throughout the ordering process because we want ensure our customers have a clear understanding of how our trial offer works. The customer has to manually check off a box agreeing to have read the Terms and Conditions, and be of at least 18 years of age when inputting their form of payment and shipping information of which the credit cards shipping, mailing, and IP address must match. You are then sent an e-mail confirmation of your order receipt after it is processed and the Terms and Conditions are located in the e-mail along with our contact information and hours of operation, FAQ's, etc. When the product is mailed to your address, we include our return policy attached to the package with the Terms and Conditions that apply to the 14-day trial offer. Also, this statement is located on our website for each person that visits our website : "This product is not for use by or sale to persons under the age of 18. This product should be used only as directed on the label. It should not be used if you are pregnant or nursing. Consult with a physician before use if you have a serious medical condition or use prescription medications. A Doctor's advice should be sought before using this and any supplemental dietary product. Representations regarding the efficacy and safety of Superior Muscle X have not been scientifically substantiated or evaluated by the Food and Drug Administration." Additionally, the Superior Muscle X label, under suggested use, reads "CAUTION: Children under the age of 18, and individuals with a known medical condition should consult with a physician before using this or any dietary supplement." In regards to this specific trial, the free trial expired on 5/12/2014, and we were contacted on 5/15/2014 to cancel. The situation was then brought to our attention and the subscription was cancelled immediately. The customer was sent a cancellation confirmation e-mail to the address that the customer provided over the telephone as per our conversation, and at that time, Yvette verbally agreed to accept that refund amount. On 5/15/2014, customer was told to simply return the product, and upon receipt, we would issue a full refund (minus the restocking fee of $14.99 which must be assessed on all returns as per company policy. ) The shipping fee of $4.99 is non-refundable as it is a USPS shipping charge. On 6/3/2014, before the product was received, we were contacted again, and out of courtesy and against our company policy, I personally decided to issue a full refund of $69.98 without authorization from a supervisor. On 6/6/2014 the product was received back at our company warehouse. Below you can find a copy of our return policy, etc off of our website. We believe that this situation was addressed properly and to the best of our ability, and again apologize for any inconvenience. We appreciate your understanding in this matter. Respectfully,Superior Muscle X Support REFUNDS AND RETURNS: If you are not satisfied with your membership for any reason, simply contact us within 14 days of placing your order. You will be required to cancel your subscription no later than the14th day of your membership period to ensure you are not billed any further charges and to receive a refund.NOTE: ALL SALES AFTER THE END OF THE TRIAL PERIOD ARE FINAL! YOU UNDERSTAND THAT THIS CONSUMER TRANSACTION INVOLVES A NEGATIVE OPTION AND THAT YOU WILL BE LIABLE FOR PAYMENT OF PRODUCT THAT WAS SHIPPED TO YOU, AND FUTURE SHIPMENTS OF PRODUCT, IF YOU FAIL TO NOTIFY US TO STOP SUPPLYING THE PRODUCT TO YOU.H. Regardless of whether you cancel Your Membership in a timely fashion or not, You will be responsible to pay the shipping and handling charges associated with Your Product of 4.99. You agree that we can charge Your credit card for this amount, and You agree to pay such amount regardless of whether You cancel Your Membership in a timely fashion or not. No refunds will be issued for shipping and handling charges.I. Cancellation of Orders. If You wish to cancel future deliveries of the Product and You are within the Membership Period, then You should follow the procedures described in the preceding section of this Agreement. If You wish to cancel future deliveries of Product outside of the Membership Period, then You must call Our Customer Service Department toll-free at ###-###-#### and request that such future shipments be terminated. Your request for termination will be processed immediately; however, subject to Our refund policy (described below) You will be responsible for payment for any Product that has either (i) already been shipped to You or (ii) already been delivered to You at the time of Your call.As stipulated in Section 3, subsection B; REPRESENTATIONS; DISCLAIMERS; before purchase by Buyer, Buyer agrees that he/she "either ha[s] consulted, or will consult, with a physician before taking any of Our Products..."Additionally, under TERMS AND CONDITIONS, Section 5, OUR REPRESENTATIONS; before purchasing any item, Buyer represents and warrants that he/she is "eighteen" years of age "or older". Furthermore, they acknowledge to have "read this Agreement and thoroughly understand the terms contained in [the] agreement."However, if for some reason you believe that you are a victim of fraud, please do not hesitate to contact your banking institution and report it immediately. Regulation Z, which implements the Fair Credit Billing Act and the Truth in Lending Act, protects you against unauthorized purchases and fraud. To be fully protected, report the problem to the credit card issuer, preferably in writing. Include your name and account number and an explanation of why you believe the charge is incorrect. Include a copy of your billing statement with the questionable charge highlighted. Send your letter to the address designated by the creditor for handling billing errors or claims of unauthorized use. The Federal Trade Commission (FTC) (www.ftc.gov/ftc/consumer.htm) offers free publications on credit cards, billing rights and how to avoid credit card fraud.

At Superior Muscle X, every customer is given the option to try their first 30 day supply without charge for 10 days after...

receiving their order. During the 10 days, if the customer is not satisfied with their product, they are to contact customer service via phone or email with a notice of cancellation and the product must be postmarked for return within those 10 days. If the customer keeps their 30 day supply after 10 days from the date of delivery, they are automatically billed for the product and then billed and shipped a new 30 day supply every 30 days thereafter. The customer has the ability to cancel at any time by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on the website, the product, the pamphlet that arrives with their order, and the package the product is shipped in. The terms are disclosed clearly on the website where the customer would have ordered the product. The customer also has to click “I agree to the terms and conditions” twice before the order is processed. If the customer does not click the box to agree with the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, at the bottom of the first page, and also highlighted in a large white box on the second page where the customer inputs their billing information, as well as sent out with the product.
 
The customer placed the order on 01/31. This is when they paid the initial $4.95 for shipping and handling and this began the trial period to sample from the initial 30 day supply they were sent. Since there was no notification of a request for cancellation and/or a returned product during the allotted time, the customer was automatically billed for the 30 day supply on 02/15 as explained in the terms and conditions which they agreed to. The consumer contacted Superior Muscle X on 02/26 with a request for cancellation. The account was cancelled immediately as instructed and the customer was sent a cancellation confirmation via email. We have issued the refund of $87.63 due to this complaint by check. We have sent him the check as of today, 03/16/15 with a tracking number of: 9405515901148911005431. However we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their order. We state the terms and conditions clearly, and send a synopsis card with our contact information, with each order. Terms and conditions are located on all ordering websites, and should be read as they are there for a reason. Please refer to our website, www.superiormusclex.com or www.superiormusclex.com/main/index.php. ...⇄ is a brief explanation of our terms and conditions:
Terms and Conditions
You will have 10 days from the date you receive your bottle to decide if Superior Muscle X is right for you. You must pay a shipping and handling fee of $4.95 for us to send you a full 30 day supply of Superior Muscle X. We ship the product the day after you place the order (orders placed Saturday-Sunday will be shipped the following Monday). If you are unhappy with the product at any time during those 10 days, you must call us at 1-888-659-8337 and cancel your order to avoid being billed for the full cost of the product. If you are satisfied with our product, then do nothing and we will bill you $87.63 for your initial order, and every 30 days thereafter we will send you a new 30 day supply of the product for $87.63. To cancel automatic delivery and billing, please call us at 1-888-659-8337 during normal business hours (Monday-Friday, 8am-4pm PST) or email us at [email protected]. Please read our terms and conditions for more details.

At Superior Muscle X, every customer is given the option to try their first 30 day supply without charge for the first 14...

days from original order. During the 14 days, if the customer is not satisfied with their product, they are to contact customer service via phone or email with a notice of cancellation and the product must be postmarked for return within those 14 days. If the customer keeps their 30 day supply after 14 days from the date of order, they are automatically billed for the product and then billed and shipped a new 30 day supply every 30 days thereafter. The customer has the ability to cancel at any time by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on www.superiormusclex.com, the product, the pamphlet that arrives with their order, and the package the product is shipped in. The terms are disclosed clearly on www.superiormusclex.com where the customer would have ordered the product. The customer also has to click “I agree to the terms and conditions” twice before the order is processed. If the customer does not click the box to agree with the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, at the bottom of the first page, and also highlighted in a large white box on the second page where the customer inputs their billing information, as well as sent out with the product.
The customer placed the order on 12/18/15. This is when they paid the initial $4.95 for shipping and handling and this began the trial period to sample from the initial 30 day supply they were sent. Since there was no notification of a request for cancellation and/or a returned product during the allotted time, the customer was automatically billed for the 30 day supply on 1/02/16 as explained in the terms and conditions which they agreed to. The consumer contacted Superior Muscle X on 1/03/16 with a request for cancellation. The account was cancelled immediately as instructed and the customer was sent a cancellation confirmation via email. We have refunded the amount of $87.63 due to this complaint, however, we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their order. We state the terms and conditions clearly, and send a synopsis card with our contact information, with each order. Terms and conditions are located on all ordering websites, and should be read as they are there for a reason. Please refer to our website, www.superiormusclex.com or www.superiormusclex.com/main/index.php. ...⇄ is a brief explanation of our terms and conditions:
Terms and Conditions
You will have 14 days from the original order date to decide if Superior Muscle X is right for you. You must pay a shipping and handling fee of $4.95 for us to send you a full 30 day supply of Superior Muscle X. We ship the product the day after you place the order (orders placed Saturday-Sunday will be shipped the following Monday). If you are unhappy with the product at any time during those 14 days, you must call us at 1-888-659-8337 and cancel your order to avoid being billed for the full cost of the product. If you are satisfied with our product, then do nothing and we will bill you $87.63 for your initial order, and every 30 days thereafter we will send you a new 30 day supply of the product for $87.63. To cancel automatic delivery and billing, please call us at 1-888-659-8337 during normal business hours (Monday-Friday, 8am-4pm PST) or email us at [email protected]. Please read our terms and conditions for more details.

To whom this may concern,
              We have refunded this client to the best of our capabilities, had the product been returned to our company sealed we may have been able to refund the FULL amount back to the account.    The value of the muscle enhancement pills is at 84.98  everything minus our return fee for a SEALED and UNUSED bottle has been credited to your account.  Once again we do apologize for this scenario, our product is safe for the use of all ages with the consent of a legal guardian and or physician.     All pre-workout supplements (vasodilators) function as sexual enhancements and they can be purchased anywhere including Walmart our product is a  100% natural amino acid which is sold to any age range without ID at GNC and all other supplement stores, it does not require the consumer to be of 18yrs or older in actuality however for our companies own protection we place these disclaimers across the board.  
 
If you have any further concerns or questions feel free to contact [redacted] at 888 659 8337  10-4 PST.     
 
 
Thank you,
 
[redacted]

We have located the consumer's account, and were able to contact him directly. [redacted] called him 03/09/15 to confirm two full refunds of $87.63 to be sent to the consumer by check. This will effectively close out his account from everything further. All information was verified by phone...

call. We apologize for any inconvenience and appreciate the consumer's feedback.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

At Superior Muscle X, every customer is given the right to try their first 30 day supply without charge for the first 14...

days. After the 14 day trial period, if the customer is unsatisfied with their product, they are to return the remainder postmarked for return within their 14 day trial period and also contact customer service to notify a request for cancellation. If the customer keeps their 30 day supply after the 14 days, they are automatically billed for their product on the 15th day and then automatically shipped and billed a product every 30 days thereafter. The customer has the ability to cancel at any time by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on superiormusclex.com, the product, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on superiormusclex.com where the customer would have ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information, as well as sent out with the products. We offer the upsell of Superior Test X for even better results. The consumer processed both orders on 11/28/14. This is when they paid the initial $4.99 per product and thus began the 14 day trial period to sample from the initial 30 day product supplies of Superior Muscle X and Superior Test X. Since there was no notification of a request for cancellation and/or a returned product during the allotted trial periods, the consumer was automatically billed for the 30 day product supplies on 12/13/14 as explained in the terms and conditions for which they agreed to. Superior Muscle X was a charge of $98.63 and Superior Test X was a charge of $94.82. The consumer contacted our company on 12/22/14 with a request for cancellation. She notified the representative in reference to her accounts that she had processed a dispute. The representative notified her to drop the dispute and contact us so we may issue the refunds directly. There was no further contact made. However, the account was canceled immediately as instructed and they were sent a confirmation email confirming the cancellation.
 
We have refunded the two full charges of Superior Muscle X and Superior Test X of the amount due to this complaint. This is a total refund of $193.45 back onto her account. The refund will process in three to seven business days, however we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We state the terms and conditions clearly, and send a synopsis attached to every package. Terms and conditions are located on all ordering websites, and should be read as they are there for a reason. Please refer to our website. superiormusclex.com and below is a brief explanation of our terms and conditions. 
 
Superior Muscle X Terms and Conditions:
You must pay a shipping and handling fee of $4.99 for us to send you a full 30 day supply of Superior Muscle X. We ship the product the day after you place your order (except that orders placed Saturday-Sunday will be shipped the following Monday). You will have 14 days from your original order date to see if Superior Muscle X is right for you. If you are unhappy with the product at any time during those 14 days, you must call us at 1-[redacted] and cancel your order to avoid being billed for the full cost of the product. If you are satisfied with our product, then do nothing-we will bill you $84.98 for your initial order, and every thirty days thereafter we will send you a new 30-day supply of our product, and automatically bill you the low price of $84.98. To cancel automatic delivery and billing, call us at 1-[redacted] or email us during normal business hours: Mon - Fri, 8am - 4pm Pacific Time. Please read our terms and conditions for more details.
Superior Test X TermsPlease send me a full 30-day supply of Superior Test X and charge my card the $4.95 shipping and handling fee today. I have 14 days to see if Superior Test X is right for me. If I am unhappy with the product at any time during those 14 days, I may call [redacted] to cancel my order, and I will be billed nothing more. If I do not call within 14 days, charge my card $94.82 for my initial 30-day supply. By clicking on the "SUBMIT & CONTINUE" button to the right, I authorize you to automatically ship me a new supply in 30 days and every 30 days after that and charge my card $94.82 for each shipment until I call [redacted] to cancel those shipments. If I call to cancel during the 14-day trial, I will not be shipped any new supplies.

Review: To whom it may concern, Advertising was misleading. I purchased a free trial and only had to pay shipping and handling. When I received my credit card statement I noticed 2 almost $100 dollar transactions. I contacted the company by email and was told that in addition to the almost $200 dollars I was charged 2 $87 dollars charges for my next shipment which came a couple of days later. I told them I could not afford this price, I don't want it and i'll send it back. I was then told I would be given a 50% refund and to keep the product. Now I'm told my account was frozen by them and I cannot receive a refund. I feel misled, scammed and ripped off !Desired Settlement: I would have been satisfied with the 50% refund and don't understand why they couldn't make this happen ?

Business

Response:

We have located the consumer's account, and were able to contact him directly. [redacted] called him 03/09/15 to confirm two full refunds of $87.63 to be sent to the consumer by check. This will effectively close out his account from everything further. All information was verified by phone call. We apologize for any inconvenience and appreciate the consumer's feedback.

Review: A charge appeared on my credit card which was unfounded by any purchases made to this company. I had made a purchase in early December for a free sample and paid for it in December. They then called trying to upsell the free sample. I declined the upsell. When viewing my credit card bill I see a $98.53 appear without reason. I have not received any additional services, promotions or emails from this company.Desired Settlement: I would like the charge to my credit card to be refunded.

Business

Response:

This response is in reference to [redacted]'s initial complaint filed 01/13/15. We apologize for the delayed response, and appreciate your assistance in handling this.

Review: This is a scam. They charged us 2 times under 2 different names (1) Superior Muscle X (2) Superior Test. My husband signed up for a 14 day trial which was supposed to be $4.95 and our cc was charged $4.95 twice and then we had additional charges of $98.63 from Sup Mus X and then $94.82 by Sup Test. No one answers your calls and they don't return voice messages. My bank couldn't even get in touch with anyone, so I ended up having to dispute the charges.Desired Settlement: I want a refund of $193.45 ($98.63 from Sup Mus X + $94.82 from Sup Test).

Business

Response:

At Superior Muscle X, every customer is given the right to try their first 30 day supply without charge for the first 14 days. After the 14 day trial period, if the customer is unsatisfied with their product, they are to return the remainder postmarked for return within their 14 day trial period and also contact customer service to notify a request for cancellation. If the customer keeps their 30 day supply after the 14 days, they are automatically billed for their product on the 15th day and then automatically shipped and billed a product every 30 days thereafter. The customer has the ability to cancel at any time by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on superiormusclex.com, the product, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on superiormusclex.com where the customer would have ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information, as well as sent out with the products. We offer the upsell of Superior Test X for even better results. The consumer processed both orders on 11/28/14. This is when they paid the initial $4.99 per product and thus began the 14 day trial period to sample from the initial 30 day product supplies of Superior Muscle X and Superior Test X. Since there was no notification of a request for cancellation and/or a returned product during the allotted trial periods, the consumer was automatically billed for the 30 day product supplies on 12/13/14 as explained in the terms and conditions for which they agreed to. Superior Muscle X was a charge of $98.63 and Superior Test X was a charge of $94.82. The consumer contacted our company on 12/22/14 with a request for cancellation. She notified the representative in reference to her accounts that she had processed a dispute. The representative notified her to drop the dispute and contact us so we may issue the refunds directly. There was no further contact made. However, the account was canceled immediately as instructed and they were sent a confirmation email confirming the cancellation. We have refunded the two full charges of Superior Muscle X and Superior Test X of the amount due to this complaint. This is a total refund of $193.45 back onto her account. The refund will process in three to seven business days, however we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We state the terms and conditions clearly, and send a synopsis attached to every package. Terms and conditions are located on all ordering websites, and should be read as they are there for a reason. Please refer to our website. superiormusclex.com and below is a brief explanation of our terms and conditions. Superior Muscle X Terms and Conditions:You must pay a shipping and handling fee of $4.99 for us to send you a full 30 day supply of Superior Muscle X. We ship the product the day after you place your order (except that orders placed Saturday-Sunday will be shipped the following Monday). You will have 14 days from your original order date to see if Superior Muscle X is right for you. If you are unhappy with the product at any time during those 14 days, you must call us at 1-[redacted] and cancel your order to avoid being billed for the full cost of the product. If you are satisfied with our product, then do nothing-we will bill you $84.98 for your initial order, and every thirty days thereafter we will send you a new 30-day supply of our product, and automatically bill you the low price of $84.98. To cancel automatic delivery and billing, call us at 1-[redacted] or email us during normal business hours: Mon - Fri, 8am - 4pm Pacific Time. Please read our terms and conditions for more details.Superior Test X TermsPlease send me a full 30-day supply of Superior Test X and charge my card the $4.95 shipping and handling fee today. I have 14 days to see if Superior Test X is right for me. If I am unhappy with the product at any time during those 14 days, I may call [redacted] to cancel my order, and I will be billed nothing more. If I do not call within 14 days, charge my card $94.82 for my initial 30-day supply. By clicking on the "SUBMIT & CONTINUE" button to the right, I authorize you to automatically ship me a new supply in 30 days and every 30 days after that and charge my card $94.82 for each shipment until I call [redacted] to cancel those shipments. If I call to cancel during the 14-day trial, I will not be shipped any new supplies.

Review: I found this product online, and was interested in a "free" trial. I had started the process of getting this "free" trial, but never finished the registration. It appears that I did not have to finish the registration in order to be signed up. I received the product. I have reached out to the company stating these facts, but they are refusing to accept a return of the product stating that it is out of the 10-day trial period. I was charged $87.63 after that period. Who sees results within 10 days!!! I never opened the product, and wish to return it. Seeing how I never finished the registration, I cannot see how I authorized the shipment and agreed to their terms.Desired Settlement: I have already taken the matter up with my credit card company, so I am not demanding a refund. I want Superior Muscle X to accept the product back and not refute the charge dispute I filed with my credit card company.

Business

Response:

At Superior Muscle X, every customer is given the option to try their first 30 day supply without charge for 10 days after receiving their order. During the 10 days, if the customer is not satisfied with their product, they are to contact customer service via phone or email with a notice of cancellation and the product must be postmarked for return within those 10 days. If the customer keeps their 30 day supply after 10 days from the date of delivery, they are automatically billed for the product and then billed and shipped a new 30 day supply every 30 days thereafter. The customer has the ability to cancel at any time by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on the website, the product, the pamphlet that arrives with their order, and the package the product is shipped in. The terms are disclosed clearly on the website where the customer would have ordered the product. The customer also has to click “I agree to the terms and conditions” twice before the order is processed. If the customer does not click the box to agree with the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, at the bottom of the first page, and also highlighted in a large white box on the second page where the customer inputs their billing information, as well as sent out with the product. The customer placed the order on 01/31. This is when they paid the initial $4.95 for shipping and handling and this began the trial period to sample from the initial 30 day supply they were sent. Since there was no notification of a request for cancellation and/or a returned product during the allotted time, the customer was automatically billed for the 30 day supply on 02/15 as explained in the terms and conditions which they agreed to. The consumer contacted Superior Muscle X on 02/26 with a request for cancellation. The account was cancelled immediately as instructed and the customer was sent a cancellation confirmation via email. We have issued the refund of $87.63 due to this complaint by check. We have sent him the check as of today, 03/16/15 with a tracking number of: 9405515901148911005431. However we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their order. We state the terms and conditions clearly, and send a synopsis card with our contact information, with each order. Terms and conditions are located on all ordering websites, and should be read as they are there for a reason. Please refer to our website, www.superiormusclex.com or www.superiormusclex.com/main/index.php. Below is a brief explanation of our terms and conditions:Terms and ConditionsYou will have 10 days from the date you receive your bottle to decide if Superior Muscle X is right for you. You must pay a shipping and handling fee of $4.95 for us to send you a full 30 day supply of Superior Muscle X. We ship the product the day after you place the order (orders placed Saturday-Sunday will be shipped the following Monday). If you are unhappy with the product at any time during those 10 days, you must call us at 1-888-659-8337 and cancel your order to avoid being billed for the full cost of the product. If you are satisfied with our product, then do nothing and we will bill you $87.63 for your initial order, and every 30 days thereafter we will send you a new 30 day supply of the product for $87.63. To cancel automatic delivery and billing, please call us at 1-888-659-8337 during normal business hours (Monday-Friday, 8am-4pm PST) or email us at [email protected]. Please read our terms and conditions for more details.

Review: Placed an order for two trial products (Superior Muscle X and Superior Test X) as advertised- each cost $4.99 The product was ineffective and did not meet supplier claims. The Company then deducted additional money ($98.63 plus tax) twice from my bank card with no services surrendered. I have contacted customer support and they will not reverse the charges. I have been able to cancel one of the products bogus monthly membership, however, I have yet been able to cancel the other product's bogus monthly membership. The membership offers nothing except scamming $98.63 +Tax from my bank card.Desired Settlement: Full refund with the exception of the original $4.99 x 2. Removal from the Bogus monthly membership.

Business

Response:

At Superior Muscle X, every customer is given the option to try their first 30 day supply without charge for the first 14 days from original order. During the 14 days, if the customer is not satisfied with their product, they are to contact customer service via phone or email with a notice of cancellation and the product must be postmarked for return within those 14 days. If the customer keeps their 30 day supply after 14 days from the date of order, they are automatically billed for the product and then billed and shipped a new 30 day supply every 30 days thereafter. The customer has the ability to cancel at any time by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on www.superiormusclex.com, the product, the pamphlet that arrives with their order, and the package the product is shipped in. The terms are disclosed clearly on www.superiormusclex.com where the customer would have ordered the product. The customer also has to click “I agree to the terms and conditions” twice before the order is processed. If the customer does not click the box to agree with the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, at the bottom of the first page, and also highlighted in a large white box on the second page where the customer inputs their billing information, as well as sent out with the product.The customer placed the order on 12/18/15. This is when they paid the initial $4.95 for shipping and handling and this began the trial period to sample from the initial 30 day supply they were sent. Since there was no notification of a request for cancellation and/or a returned product during the allotted time, the customer was automatically billed for the 30 day supply on 1/02/16 as explained in the terms and conditions which they agreed to. The consumer contacted Superior Muscle X on 1/03/16 with a request for cancellation. The account was cancelled immediately as instructed and the customer was sent a cancellation confirmation via email. We have refunded the amount of $87.63 due to this complaint, however, we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their order. We state the terms and conditions clearly, and send a synopsis card with our contact information, with each order. Terms and conditions are located on all ordering websites, and should be read as they are there for a reason. Please refer to our website, www.superiormusclex.com or www.superiormusclex.com/main/index.php. Below is a brief explanation of our terms and conditions:Terms and ConditionsYou will have 14 days from the original order date to decide if Superior Muscle X is right for you. You must pay a shipping and handling fee of $4.95 for us to send you a full 30 day supply of Superior Muscle X. We ship the product the day after you place the order (orders placed Saturday-Sunday will be shipped the following Monday). If you are unhappy with the product at any time during those 14 days, you must call us at 1-888-659-8337 and cancel your order to avoid being billed for the full cost of the product. If you are satisfied with our product, then do nothing and we will bill you $87.63 for your initial order, and every 30 days thereafter we will send you a new 30 day supply of the product for $87.63. To cancel automatic delivery and billing, please call us at 1-888-659-8337 during normal business hours (Monday-Friday, 8am-4pm PST) or email us at [email protected]. Please read our terms and conditions for more details.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My son, who is a minor, received an email with reference to these superior muscles pills that would help build his muscles. Well he purchased them thinking that the cost was $4.99 and he took a picture of the screen. Unfortunately he used my credit card without my consent and purchased these pills. My first complaint is he thought the pills were $4.99 and used my card. What he did not understand, because he is a minor, was that the $4.99 was just for the trial period. I happen to checked my bank statement and realized that I was charged $4.99 for the purchase of these pills. I then asked my son what did he purchase and he told me. Well, first, my name and the name that the order is under are two different names. Should they not have questioned the fact whether the purchase was valid? Secondly, how could they sell these pills without trying to find out if the child was a minor or not, regardless if he used my credit card. And, according to my Business Law class that I have just completed, the agreement is null and void because he was not authorized to purchase this item and he is a minor.Thirdly, my son is a severe asthmatic and I am sure the company did not ask if there were any medical issues. If he would have taken these pills and something very devestating could have happen to him, I would not just be writing this letter.After trying to call several times, and speaking to a Sarah, I was told that if I sent the pills back, I would get reimbursed. I called again and was told that they had not received the pills but once the pills did come back, then they would refund my money.On June 3,k 2014, I called again because I had not received my refund and spoke to Sarah again. I was then told that I would only get back $64.00. Well, I am expecting to receive $89.97 ($4.99 + $84.98). -If I do not receive my money, I will press charges because the purchase was unauthorized, he is a minor and something dangerous may have happened to him because of his medical condition.Desired Settlement: I would just like a refund of my money of $89.97.

Business

Response:

Dear Customer,

We apologize for any inconvenience this situation may have caused. However, the age and medical condition of our customers is beyond our knowledge being that we are a solely based internet company, all of our product transactions are made through our website. For that reason we have included "Terms and Conditions" which is a legal contract between us, Superior Muscle X, and our customers. In those terms, it is clearly stated that you, the consumer, must be of 18 years of age and agree to our "Terms and Conditions", or you will not be able to place an order. Our Terms and Conditions are available to you three times throughout the ordering process because we want ensure our customers have a clear understanding of how our trial offer works. The customer has to manually check off a box agreeing to have read the Terms and Conditions, and be of at least 18 years of age when inputting their form of payment and shipping information of which the credit cards shipping, mailing, and IP address must match. You are then sent an e-mail confirmation of your order receipt after it is processed and the Terms and Conditions are located in the e-mail along with our contact information and hours of operation, FAQ's, etc. When the product is mailed to your address, we include our return policy attached to the package with the Terms and Conditions that apply to the 14-day trial offer. Also, this statement is located on our website for each person that visits our website : "This product is not for use by or sale to persons under the age of 18. This product should be used only as directed on the label. It should not be used if you are pregnant or nursing. Consult with a physician before use if you have a serious medical condition or use prescription medications. A Doctor's advice should be sought before using this and any supplemental dietary product. Representations regarding the efficacy and safety of Superior Muscle X have not been scientifically substantiated or evaluated by the Food and Drug Administration." Additionally, the Superior Muscle X label, under suggested use, reads "CAUTION: Children under the age of 18, and individuals with a known medical condition should consult with a physician before using this or any dietary supplement." In regards to this specific trial, the free trial expired on 5/12/2014, and we were contacted on 5/15/2014 to cancel. The situation was then brought to our attention and the subscription was cancelled immediately. The customer was sent a cancellation confirmation e-mail to the address that the customer provided over the telephone as per our conversation, and at that time, Yvette verbally agreed to accept that refund amount. On 5/15/2014, customer was told to simply return the product, and upon receipt, we would issue a full refund (minus the restocking fee of $14.99 which must be assessed on all returns as per company policy. ) The shipping fee of $4.99 is non-refundable as it is a USPS shipping charge. On 6/3/2014, before the product was received, we were contacted again, and out of courtesy and against our company policy, I personally decided to issue a full refund of $69.98 without authorization from a supervisor. On 6/6/2014 the product was received back at our company warehouse. Below you can find a copy of our return policy, etc off of our website. We believe that this situation was addressed properly and to the best of our ability, and again apologize for any inconvenience. We appreciate your understanding in this matter.

Respectfully,

Superior Muscle X Support

REFUNDS AND RETURNS:

If you are not satisfied with your membership for any reason, simply contact us within 14 days of placing your order. You will be required to cancel your subscription no later than the14th day of your membership period to ensure you are not billed any further charges and to receive a refund.

NOTE: ALL SALES AFTER THE END OF THE TRIAL PERIOD ARE FINAL! YOU UNDERSTAND THAT THIS CONSUMER TRANSACTION INVOLVES A NEGATIVE OPTION AND THAT YOU WILL BE LIABLE FOR PAYMENT OF PRODUCT THAT WAS SHIPPED TO YOU, AND FUTURE SHIPMENTS OF PRODUCT, IF YOU FAIL TO NOTIFY US TO STOP SUPPLYING THE PRODUCT TO YOU.

H. Regardless of whether you cancel Your Membership in a timely fashion or not, You will be responsible to pay the shipping and handling charges associated with Your Product of 4.99. You agree that we can charge Your credit card for this amount, and You agree to pay such amount regardless of whether You cancel Your Membership in a timely fashion or not. No refunds will be issued for shipping and handling charges.

I. Cancellation of Orders. If You wish to cancel future deliveries of the Product and You are within the Membership Period, then You should follow the procedures described in the preceding section of this Agreement. If You wish to cancel future deliveries of Product outside of the Membership Period, then You must call Our Customer Service Department toll-free at ###-###-#### and request that such future shipments be terminated. Your request for termination will be processed immediately; however, subject to Our refund policy (described below) You will be responsible for payment for any Product that has either (i) already been shipped to You or (ii) already been delivered to You at the time of Your call.

As stipulated in Section 3, subsection B; REPRESENTATIONS; DISCLAIMERS; before purchase by Buyer, Buyer agrees that he/she "either ha[s] consulted, or will consult, with a physician before taking any of Our Products..."

Additionally, under TERMS AND CONDITIONS, Section 5, OUR REPRESENTATIONS; before purchasing any item, Buyer represents and warrants that he/she is "eighteen" years of age "or older". Furthermore, they acknowledge to have "read this Agreement and thoroughly understand the terms contained in [the] agreement."

However, if for some reason you believe that you are a victim of fraud, please do not hesitate to contact your banking institution and report it immediately. Regulation Z, which implements the Fair Credit Billing Act and the Truth in Lending Act, protects you against unauthorized purchases and fraud. To be fully protected, report the problem to the credit card issuer, preferably in writing. Include your name and account number and an explanation of why you believe the charge is incorrect. Include a copy of your billing statement with the questionable charge highlighted. Send your letter to the address designated by the creditor for handling billing errors or claims of unauthorized use.

The Federal Trade Commission (FTC) (www.ftc.gov/ftc/consumer.htm) offers free publications on credit cards, billing rights and how to avoid credit card fraud.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[As you have stated numberous times in your response, THE PERSON ORDERING THE PRODUCT MUST BE 18 YEARS OF AGE. THAT IS MY FIRST PROBLEM, MY SON IS NOT 18 YEARS OF AGE, THEREFORE, THE CONTRACT IS NULL AND VOIDED. I TOLD YOU WHEN I SPOKE TO YOU THAT HE WAS NOT AUTHORIZED TO PURCHASE THE PRODUCT. AFTER FURTHER REVIEWING WHAT THE PRODUCT WAS, I FOUND OUT THAT THE PROJECT WAS FOR SEXUAL ENHANCEMENT ALSO. THAT IS DEFINITELY UNACCEPTABLE. EVEN THOUGH YOU HAVE ALL OF THE DO AND DONT'S ON THE LABELS, YOU DO NOT MAKE SURE THAT THE PERSON WHO IS PURCHASING THE PRODUCT IS OF AGE. MY SON DID NOT READ THE REST OF THE FINE PRINT, AS USUAL BECAUSE HE IS YOUNG. HE DID NOT EVEN KNOW IT WAS FOR SEXUAL AROUSEMENT. I AM SURE YOU DO NOT WANT TO PROMOTE HAVING SEX AT A YOUNG AGE. WHEN I SPOKE TO YOU THE FIRST TIME, I DID TELL YOU HE WAS UNDER AGE AND THE AGREEMENT WAS NOT BINDING. I WAS NEVER INFORMED OF YOU KEEPING ANY OF THE MONEY. WHEN YOU SENT THE EMAIL CONFIRMING THE CANCELLATION OF THE ORDER, IT DID NOT COME TO ME, IT WENT TO HIM, AGAIN, YOU STILL USED HIS EMAIL ADDRESS TO COMMUNICATE. YOU NEVER EVEN ASKED FOR MY INFORMATION TO PROCESS THE CANCELLATION. WHEN I CALLED THE SECOND TIME, I WAS NOT SATISFIED WITH YOUR ANSWER AND WHEN I KEPT CALLING, YOU IGNORED MY CALL.THERE SHOULD HAVE BEEN A RED FLAG WHEN YOU PROCESSED THE ORDER AND HIS NAME, WHICH HE USED TO PURCHASE THE PRODUCT, WAS NOT ON THE CARD. EVIDENTLY YOU ARE NOT HANDLING BUSINESS PROPERLY OR SAFELY. YOU DID RETURN THE $69.98, BUT I WANT THE REST OF MY MONEY AND I ALSO WANT EVERYONE TO KNOW YOU IRRESPONSIBLE YOU ARE AT SELLING THAT PRODUCT. IF I DO NOT GET THE BALANCE OF MY MONEY, HOPEFULLY YOUR BUSINESS WILL NOT DO SO WELL WHEN PEOPLE READ MY COMPLAINT. I AM SURE THERE ARE MORE CUSTOMERS WHO THIS MIGHT HAVE HAPPENED TO. YOU NEED TO BE A LITTLE MORE CAREFUL WHO YOU DO BUSINESS WITH.

Business

Response:

To whom this may concern,

We have refunded this client to the best of our capabilities, had the product been returned to our company sealed we may have been able to refund the FULL amount back to the account. The value of the muscle enhancement pills is at 84.98 everything minus our return fee for a SEALED and UNUSED bottle has been credited to your account. Once again we do apologize for this scenario, our product is safe for the use of all ages with the consent of a legal guardian and or physician. All pre-workout supplements (vasodilators) function as sexual enhancements and they can be purchased anywhere including Walmart our product is a 100% natural amino acid which is sold to any age range without ID at GNC and all other supplement stores, it does not require the consumer to be of 18yrs or older in actuality however for our companies own protection we place these disclaimers across the board.