Duplicell

After reviewing [redacted]’s record. I see that she was never billed for the Face and Eye therapy products because her credit card was declined. What [redacted] saw was a pending authorization which dropped office her account with 24 hours because the charge had been rejected. You can follow up with [redacted]...

[redacted] and she will confirm she has never been successfully billed.
Thank you for your attention to this matter.
 
[redacted]

This response is in regards to our mutual customer [redacted]. We have issued [redacted] a refund check for the amount of $85.97. The check number is [redacted]. [redacted] should receive it in the mail within the next 7-10 business days.Thank you for your attention to this matter.[redacted]

After reviewing [redacted] records. I have found that [redacted] did contact our customer service department after the refund policy had expired; that is why she was denied a refund. After reviewing your correspondent I see that [redacted] was facing very serious personal problems therefore I have issued...

a refund for Face and Eye therapy products the refund credit was in the amount of $85.97 and $89.95. Please follow up with [redacted] to confirm that she has never been refunded.
Thank you for your attention to this matter.
[redacted]

To Whom It May Concern:This letter is in reference to [redacted]. [redacted] ordered 14day Duplicell P199 trial supply of Face 10/**/14. After reviewing your complaint from [redacted], I can see how she was confused about what she signed up for. Due to that I issued a refund for both...

charges and I am allowing her to keep the jars of eye and face cream.   The following are the refund transaction ID #'s: 11/**/201404:16pm By [redacted] - Refunded - $85.97 Trans-ID: [redacted]11/**/201404:19pm By [redacted] - Refunded - $89.95 Trans-ID: [redacted]Thank you for your attention to this matter.Sincerely, [redacted]

Revdex.com:
At this time, my complaint, ID [redacted] regarding Duplicell has been resolved.
(By clicking "OK", your complaint will be closed as...

Resolved.)
Sincerely,
[redacted]

This response is in regards to our mutual customer [redacted]. We attempted to issue the refund electronically but due to a glitch in our system the credit did not make it to the customer's account. We have issued check number 3946 for the amount of $85.97 for [redacted]. Please allow the check to...

arrive in the mail within the next 7-10 business days. I apologize for any inconvenience.Thank you for your attention to this matter.[redacted]

I saw the products, face and eye therapy in an ad on [redacted]. Ordered and the Face Therapy caused my skin to peel off. I called to cancel in Jan’15 and then in March I received the Face Therapy again, and charged for it. When I called to ask why it was not cancelled, I was treated really badly to the point I had to raise my voice to be heard. My opinion, the product is not worth the customer service given to the buyers.

This response is in regards to our mutual customer [redacted] simply needs to visit our website at [redacted] and enter his 10 digit phone number which is his reward pin. Than [redacted] needs to complete the activation process and set up his customer account on...

the website. After he has completed those steps it should work successfully.  I apologize for any inconvenience.

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[The statement of Duplicell is not totally true. [redacted] was not upset that she had to return the product and that the company did not provide return labels.  ** [redacted] was upset that Duplicell send 3 products of the 5 ordered and got bill for the ones that she did not get. Out of the 5 products, 3 were to be paid for and the other two were free trial, if not satisfied, return the product. She was dissatisfied with the service, not the products. She never opened the products to try them. But because  she did not received the products, yet bill for them, she just did not want he products . Sorry service, return the products. Comunication  was sorry! Phone answering was sorry! After trying many times to get somebody to response , finally got a person to speak to, just to say that she had to call this other number in order to get a RMA number for each product! What? Their E-mail address is not available! After [redacted] contacted her credit card holder, for them to be aware of this company and not to pay many more money to this business, doing a complaint with Revdex.com against  this business. They finally refund the money that was bill. Yet the so call, free trial, still cost her $11.50 and  cost them a dissatisfied customer that will not do business with this company again!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To Whom It May Concern:This letter is in reference to [redacted]. [redacted] ordered Duplicell P199 trial supply of Face on 09/**/2014. The initial payment for the shippingand handling was $2.95, which is a non-refundable charge. Our mutual customerhas a full understanding of the trial...

offer and understands that the first 14days is her trial period of the 30 day supply and after that thecustomer will be billed for the products, $89.95 for the face therapy, ifhe/she decides to keep the product beyond the 14 day trial period. Terms andconditions of the trial are on the website. [redacted] contacted our customerservice office on 11/*/14 requesting a refund she was then told to return theproduct and upon receipt of the return product [redacted] was refund on 11/*/14.The following are the refund transaction ID #'s: 11/**/2014 04:40pm Refunded- $89.95 Trans-ID: [redacted]Thank you for your attention to this matter.Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]...

Horrible company to deal with. I was under the impression the first jar of Duplicell cream and eye therapy cream were $4.95 each. Two weeks later $85.97 and $80+ were taken from my account. I called to cancel the order and the man I spoke with told me just to return the next order and I will be refunded the money. This was April **. Today June ** I called, spoke with Mike, because I didn't receive the refund. This time I was told I was mistake, read the fine print on the web, I had 14 days to return. I was not told I will not be getting a refund. My face broke out so I will not be using the inferior product but I am out $170+ and cannot use the product.

THIS E-MAIL IS IN REGARDS TO CUSTOMER ID #[redacted]. Customer placed an automactic reorder for our trial of face and eye therapy on 9/**/14 and did not contact us until 3/**/2015 for refunds and we explained to the customer that she was passed policy and her products were used...

and open nothing could be done for her. She called back the following day and a month later and again May 2015. Her agrument is that she attempted to call before that and I then explained why did she use the product? and why didn't she return the products to the return address? No answer was given. I am sorry but [redacted] isn't entiled to any refund.Sincerely,Bianica M[redacted] Customer Service Manager

This response is in regards to our mutual customer [redacted]. We will be contacting [redacted] via email to the email provided. I apologize for any inconvenience.Thank you for your attention to this matter.[redacted]

My name is Ali Robinson and I'm so super frustrated! I have tried to contact this company on numerous occasions unsuccessfully. After multiple tele prompts the call is just disconnected?
I did order the risk free trial and received product but the cream reacted with my skin and made the Malasma on my face worse? I tried to cancel my subscription both via the website and by calling as stated above but I have since received my credit card statement and have been charged a further US $94.90 ( AUS $124.76) and US $91.92 (AUS $122.11) but have not received any further shipments I and do not wish to! I am worried the ill be continually charge from this company as they make it impossible to contact them and receive any form of customer service? Please help I am at a loss at what to do.
Kindly Ali Robinson, Australia

My name is Ali Robinson and I'm so super frustrated! I have tried to contact this company on numerous occasions unsuccessfully. After multiple tele prompts the call is just disconnected?
I did order the free trial and received product but the cream reacted with my skin and made the Malasma on my face worse? I tried to cancel my subscription both via the website and by calling as stated above but I have since received my credit card statement and have been charged a further US $94.90 ( AUS $124.76) and US $91.92 (AUS $122.11) but have not received any further shipments I and do not wish to! I am worried the ill be continually charge from this company as they make it impossible to contact them and receive any form of customer service? Please help I am at a loss at what to do.
Kindly Ali Robinson, Australia

Review: Called their phone number and it was all automated Thought I would get a representative when they said the skin care product on the number 1 call." I hadn.t yet received my products from a mail offer". It said I would know longer get any more product sent to house. but still would only pay 42.00 for the last shipment being sent. They never looked at mail order someone had placed with a previous rep. that was a free 14 day trial. So now no refund and it is being charged to my account

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

It has been resolved as of today.. I had put in a complaint earlier in the week. Thank you for your time.

Review: Complaint taken by phone by Revdex.com staff (pb):

The consumer received a card in the mail stating that she had an unclaimed $500 gift in her name. The card had a phone number and claim number so she called and spoke to a [redacted]. He said she would get a $500 gift card that she could use for groceries. He also said that, as a compliment of the company, she would receive a sample of the company's make-up. It would only cost her $4.96 for shipping & handling. So she agreed. A few days later she received a box with some eye make-up and $500 in coupons and savings, not a "gift card" as she had been promised. She called the company again and talked to an [redacted] who told her she couldn't find any record of her invoice. She immediately re-sealed everything in the box and sent it back on/around October [redacted]. On November [redacted], she found out from her bank that the company had debited her account for $119.90. She called the company again and talked to [redacted], who claimed that she didn't follow the right process to return the product, so she had agreed to the charge and wasn't entitled to a refund. She instead offered her 25% off and then 50% off. The rep continued to argue with her and told her she didn't call the right number and they had no record of her earlier call. The consumer sent the box back over 3 weeks ago so she's sure the company got it back.Desired Settlement: Refund her the $119.90. No further charges.

Business

Response:

To Whom It May Concern:This letter is in reference to [redacted]. [redacted] ordered Duplicell P199 trial supply of Face on 10/**/2014. [redacted] was refund on11/**/14. The following are the refund transaction ID #'s: 11/**/2014Refunded - $119.90 Trans-ID: [redacted]Thank you for your attention to this matter.Sincerely, [redacted]

Review: I ordered a free trial of two of Duplicell's products and agreed to pay shipping. However, I never received the products. Apparently, their "risk free trial" enrolled me in a subscription service; whereby, my credit card would be charged the full amount of the products, including the trial products, monthly. However, since I never received the products, I never had the opportunity to decide whether I wanted them, and my credit card was charged.I called Customer Service and was told that since their records showed the products were delivered, I had to prove I did not receive them. I asked to speak to a [redacted] several times and was essentially given the run around by the customer service agent who told me the managers were in a meeting. The agent tried to intimidate me by saying I didn't want to talk to the managers because they would be really nasty to me, then he hung up on me. I have ordered "free samples" in the past from other companies and have not had a problem. The website page I ordered from did not clearly list any subscription service. The customer service agent told me that if I scrolled down on the web page, I would have seen these terms. However, the web page does not provide any reason, like an asterick by the words "free trail," why a person should or would scroll down. Instead, the company advertises its risk free trial and money back guarantee. If I had known there were terms and conditions with this free trial, I certainly would have read them and never ordered this product. (When I mentioned this to the agent, he launched into a very condescending diatribe. Based on his very defensive response, he must have to deal with this issue a lot.)My main issue is with having to pay for products I never received and then being enrolled in a service I never authorized. This company is also misleading customers about its "risk free trial" by not clearly and in an up front manner listing the terms and conditions of the subscription service.Desired Settlement: I am willing to pay the shipping costs because that is what I agreed to, but I want a refund of $175.92 for the trial products I never received as well as a refund for $186.82 for the latest shipment which I did not authorize. I have cancelled my credit card so that this company no longer has access to it. If and when I receive the latest shipment, I will return it.

Business

Response:

[redacted] participated in our 14 day trial program. After reviewing her complaint I understand that [redacted] was confused and assumed that a 14 day trail meant she was receiving a sample product. The agent that spoke with [redacted] attempted to explain to [redacted] and she was very upset and not cooperative. The agent then asked [redacted] to return the products and she then claimed she didn't receive them. The agent then tracked the two products via the USPS.COM website and [redacted] did indeed receive the products; the following is the two tracking numbers: [redacted] & [redacted]. Two refunds have been issued today avoid any further confrontation. Enclosed you will find the refund transaction numbers: Refunded - $89.95 Trans-ID: [redacted] & Refunded - $85.97 Trans-ID: [redacted].[redacted],[redacted]

Review: A while back I had agreed to receive a free trial Face Therapy product. Since then I have been shipped 4 or 5 other products and charged Foreign Exchange charges to my credit card. September [redacted] $4.52 and $3.39. October [redacted] $99.10; October [redacted] $103.73; Nov. [redacted] $6.97; Nov. [redacted], $104.26; Nov. [redacted] $108.09; Nov. [redacted] $109.24; Dec. [redacted] $117.72. I did not order these products, I did ask to receive a free sample. I cannot afford this and will now cancel my credit card. THIS HAS GOT TO STOP!!!!! Please help me by giving me some advice as to what to do. The last product I received was the same as the first one which I cannot use it does not work with my skin. Thank you and I look forward to hearing from you soon.Desired Settlement: I would like to return the last product received and I would like to no longer receive anything from this company. I had no idea of these charges!!!! REFUND IS WHAT I WANT. SHAME ON THIS COMPANY!

Business

Response:

[redacted] called our customer service office to return the products she received she return 3 of 5 orders she ordered and received. [redacted] was issued a refund on 1/**/15 for $92.90, on 2/*/15 for $85.97 and $89.95. [redacted]'s original two order are way passed policy and she can't be refund for that 85.97, and 89.95.