Environmental Resources Inc Reviews (66)
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Environmental Resources Inc Rating
Description: Health & Diet Products - Retail
Address: 8677 Villa La Jolla Dr #1231, La Jolla, California, United States, 92037
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Review: Purchased what I thought was trial sample of Beaute Md cream. Paid $2.99 shipping charges by Visa card. several weeks later I noticed a charge of $87.50 from company for the jar. Tried unsuccessfully on 10/20/14, 10/21/14 and 10/27/14 to rectify situation with customer service. Each time was told a different story. First I was told I would receive $25.00 in credit. Second call I was told I had $100 in store credit to use on their website. Tried unsuccessfully to access my account on website, but needed a promotional code. Tried to get the code and was told a supervisor would call me back. That did not happen. This morning I called again and was told my case was still under review.
I was told three different stories by three different customer service agents. I would have like my money back, but would have been ok with using the store credits. As of today, I still cannot access the website with out a code, which has not been provided to me.Desired Settlement: First choice - cash refund
Second choice - store credit, with a working account number, etc.
Thanks for your help.
I still think this is a total scam.
Business
Response:
In Reference To
Case ID Account Number
Customer Phone Number Customer Email
IP Address
[redacted] , [redacted] United States
The customer agreed to the following terms upon purchase by checking the box that states, “Yes, I am at least 18 years old and agree to the Terms and Conditions” (see attached pages). In addition to the terms and conditions on the site, we ship the product with a copy of terms and conditions. Upon receipt customer has an opportunity to read the terms one more time before deciding to keep the product.
USPS shows tracking number [redacted] delivered to [redacted] on at 5:26 pm on October 9, 2014 in [redacted].
The customer placed their order on 10/05/2014 11:28am to participate in our trial offer where she had 14 days from her order date to try our product. Customers are responsible for cancelling and returning the product within their trial period if they wish not to be billed for the product already received. Under normal circumstances, we allow customers to return the product back postmarked within their trial period.
I understand the Complaint Involves: Customer Services Issues
We apologize for any inconvenience that the customer has been through. We have records of the customer contacting our call center a few times. First, [redacted] contacted our call center on 10/24/14 already past her trial period. The representative offered the customer store credit. In order to utilize the store credit, the customer had to contact our call center and order directly from them. Unfortunately, the store credits aren't applicable to the website. This way, the customer also receives a discounted price instead of the retail price. The customer contacted our afterhours call center on 10/27/14. By the end of the call, the representative issued the customer a full refund in lieu of the store credit. [redacted] refund of $87.50 was processed on 10/27/14.
10/27/2014 10:49am By [redacted] - Refunded - $87.50 Trans-ID: [redacted]
We have cancelled the customer's recurring subscription on 10/24/14 when they contacted our call center. They will no longer receive any products or charges from us. Again, the customer has been issued a FULL REFUND OF $87.50.
I thank you for your time in taking into consideration documents provided to help resolve this issue. Please feel free to contact us with any further information you may need. We appreciate your assistance in resolving this matter.
Sincerely,
Review: I canceled a "free trial" order placed online when I read the fine print on the website. This cancellation had to be before 14 days (and it was on day 5). I DID NOT receive the free trials (refused when I saw the fine print stating I was pre-authorizing a future order) and DO NOT WANT ANY PRODUCT. On 02/26, my bank received a charge for $87.50 from this company saying I pre-authorized a charge DESPITE MY CANCELLATION AND REFUSAL TO ACCEPT THE "FREE" PRODUCTS THEY SENT. There are dozens of complaints about this company doing this very thing to many other people.Desired Settlement: Please give me the $87.50 stolen from my checking account. I don't have (nor do I want) any of their products.
Business
Response:
In Reference To
Aurora , CO [redacted]
Case ID Account Number
February 27, 2014
To Whom It May Concern:
I am writing this letter in response to case number: [redacted] complaint. I understand that the
Revdex.com fairly reviews the situation from the consumer and merchant point of view to make a fair judgment.
Please feel free to contact us with any further documentation or questions you have to resolve this matter.
I appreciate your time and review of the above reference complaint
Sincerely,
BeauteMD
La Jolla, CA 92037
In Reference To
Aurora , CO [redacted]
Case ID Account Number
Customer Phone Number Customer Email
###-###-#### [redacted].com
IP Address
[redacted] Aurora, CO [redacted] United States
The customer agreed to the following terms upon purchase by checking the box that states, “Yes, I am at least 18
years old and agree to the Terms and Conditions” (see attached pages). In addition to the terms and conditions on
the site, we ship the product with a copy of terms and conditions. Upon receipt customer has an opportunity to read
the terms one more time before deciding to keep the product.
The customer placed their order on 02/11/2014 11:44am to participate in our trial offer where she had 14 days from
her order date to try our product (Please take a look at the order confirmation sent to the customer's email). Customers
are responsible for cancelling and returning the product within their trial period if they wish not to be billed for the product
already received. Under normal circumstances, we allow customers to return the product back postmarked within their trial
period. We have cross checked with our returns department and we have yet to receive the product back.
Trial product:
USPS shows tracking number [redacted] delivered our product to the customer
February 14, 2014 , 12:15 pm Delivered AURORA, CO [redacted]
I understand the Complaint Involves: Refund Or Exchange Issues
When placing her order, the customer checked “Yes, I am at least 18 years old and agree to the Terms and Conditions.
" Had the customer not checked the agreement box, their order would have not been placed successfully.
PLEASE REVIEW THE FOLLOWING STATEMENT IN OUR TERMS AND CONDITIONS
Ordering Products Via Our Website
Try BeauteMD at no risk; just pay a small shipping and handling fee. Your credit card will be charged $2.95 for shipping
& handling for a 1 Month Supply of BeauteMD. You will have 14 days from your original order date to decide if BeauteMD
is right for you. If you are enjoying BeauteMD, do nothing and at the end of your 14 day trial period, you will be charged
the low rate of only $87.50 for the bottle you received. Approximately 45 days from your original purchase date, and every
30 days thereafter, you will be sent another 1 month supply of BeauteMD and your credit card on file will be billed for a
discounted price of $87.50. You may cancel your membership at any time by simply contacting our customer service.
Customers are responsible for contacting our call center to cancel prior to their trial ending to not be billed at the end of
the trial. We have record of the customer contacting our call center support email on 02/26/14. At this moment, the customer
contacted our call center past their trial period and we have to receive the product back.
Please take a look at the notes below taken from our CRM:
02/26/2014 10:18am - [redacted] - cu emailed on 2/26 stating that she has refused our package and upset with the
charge on her acct. cu trial expired on 2/25. cu refused package without calling us first. Emailed cu back on 2/26 saying, "When
did you return/refuse the delivery? There was a charge on your account because your trial expired on 2/25 and you did not call
us to get a return number for the return of the product so the account was active. However, since you have refused the package,
as soon as we get it and process it, and the shipping dept sees the post mark date before the 25th a full credit of $87.50 will be
credited into your account. A rep will call you and email you as soon as we receive the product.I have cancelled your account from
all future recurring transactions as of today 2/26. Thank you." acct stopped.
Had the cu cancelled her recurring subscription within her 14 day trial period, we would have provided her with a Return Merchandise
Authorization number to include in the package when returning the remainder 50% of the product. No RMA number was ever authorized
to the customer.
We are still awaiting for the product. As soon as the product is received, we will fully credit the customer $87.50. The customer may contact
us to provide a tracking showing the package is on its way back to us.
We have cancelled the customer's recurring subscription on 2/26/14 when they emailed our call center. They will no longer receive any
products or charges from us.
Again, the product has yet to be received. As soon as the product is processed, the customer's credit of $87.50 will be processed.
I thank you for your time in taking into consideration documents provided to help resolve this issue. Please feel free to contact us with any
further information you may need. We appreciate your assistance in resolving this matter.
Sincerely,
Review: Wife [redacted] (account in her name) ordered Free Sample according to the literature of Beautemd face cream for $2.95 fee and was charged that on 11/5/13. This was supposedly for a 14 day trial. Yes, their info said it was 14 days and it did say there is a "Negative Option" if you know what that is and they charged us $87.50 for not cancelling. It arrived on 11/11 per their records and we were charged that $87.50 on 11/20/13 so you really do not get 14 days. According to their records we received another shipment (Negative Option) on 12/24/13. We called them between that day and their call to acknowledge the cancellation on 12/29/13 by someone named [redacted]. We also got an email that day with the same acknowledgement. The product was returned unopened on 1/2/14 and received 1/6/14 again according to their records. I was billed another $87.50 on 12/24/13 on my 1/17/14 credit card statement. That same statement had a $57.50 credit for the returned product minus a restocking fee of $30.00. I am now in to this company for $2.95 + $87.50 +$87.50 - $57.50 + 3.99 postage = $124.44 Total. My wife had called [redacted] right after receiving the second shipment and she said we could return it unopened with return receipt for the amount minus the restocking fee. There was no other option or a chance to disagree. I called the company on 1/27/14 and spoke to [redacted]. We went thru the whole scenario and he had several reasons why "that's the way it is". He said he couldn't refund the $30.00 because it was beyond the time limit to do so since the charge had gone in. They also only usually do that for the initial shipment. I said my wife called right after receiving the second shipment and was told that is their policy. When I told [redacted] that my wife had called immediately he went to check with a supervisor. He was told that since she agreed to the restocking fee, they couldn't refund it. He did offer me another jar of the cream for the $30 I had already paid which I did not want. I am not saying anything here is illegal and it is clear that they go out of their way to state much of this info to avoid refunds but I feel that the whole process is somewhat unethical. You dangle a "free" sample out there for $2.95 and then entangle customers in a reoccurring set of shipments and charges until they call to stop it. By then it is too late to avoid getting hit with the if that then this scenario. Their information also clearly states that one can receive noticeable results by using Beautemd consistently for three months. How can you have a 14 day trial when it says you need 3 months for noticeable results. It is possible that this is setting people up to fail and collect whatever is available.Desired Settlement: I feel taken by the whole scenario and minimally would like a $30 credit due to the variety of reasons they have to charge it for an unopened jar. Their info says a "full refund" but it is only for the first shipment, who knew that. I never expected to pay the $87.50 in the first place but that's one for them. I am not making any legal accusations but I feel that this is not the way to do business.
Just my opinion.
Business
Response:
In Reference To
Case ID Account Number
January 30, 2014
To Whom It May Concern:
To Whom It May Concern:
I am writing this letter in response to case number[redacted] complaint. I understand that the
Revdex.com fairly reviews the situation from the consumer and merchant point of view to make a fair judgment.
Please feel free to contact us with any further documentation or questions you have to resolve this matter.
I appreciate your time and review of the above reference complaint
Sincerely,
1-855-LabGenix
BeauteMD
8677 Villa La Jolla Dr. #1231
La Jolla, CA 92037
In Reference To
1783 Spring Meadow Ct. S.E.
Caledonia, Michigan 49316
Case ID Account Number
Customer Phone Number Customer Email
[redacted][email protected]
IP Address
71.205.106.28 , MI United States
The customer agreed to the following terms upon purchase by checking the box that states, “Yes, I am at
least 18 years old and agree to the Terms and Conditions” (see attached pages). In addition to the terms
and conditions on the site, we ship the product with a copy of terms and conditions. Upon receipt customer
has an opportunity to read the terms one more time before deciding to keep the product.
The customer placed their order on 11/05/2013 10:54am to participate in our trial offer where she had 14
days from her order date to try our product (Please take a look at the order confirmation sent to the customer's
email). Customers are responsible for cancelling and returning the product within their trial period if they wish
not to be billed for the product already received. Per terms and conditions, the customer was charged $87.50
for the product already received AFTER the end of her trial period ending on 11/19/13. Under normal circumstances,
we allow customers to return the product back postmarked within their trial period. We have cross checked with our
returns department and we have yet to receive any product back from the customer.
After the trial, customers are put into a recurring service which they may cancel at any time.
I understand the customers concern was regarding: Advertising Issues
When placing her order, Ms. Cassis checked “Yes, I am at least 18 years old and agree to the Terms and
Conditions." Had the customer not checked the agreement box, their order would have not been placed successfully.
We do offer a FREE 14 day trial. Customers are responsible for contacting our call center to cancel prior
to their trial ending to not be billed at the end of the trial. Had the customer contacted us within trial,
they would have not been charged nor put into a monthly subscription.
Another concern the customer had was why we hold our restocking/handling fee. We hold a $30 HF due
to health and safety concerns. We are unable to reship any products that are returned to us. Since Mr.
Cassis is unhappy with the scenario, as a courtesy, we have issued him a refund for the $30 HF.
Depending on his bank, it should be processed within 3-5 business days.
The customer contacted our call center on 12/29/2013, after receiving their second month supply.
Please take a look at the notes below taken from our CRM:
12/29/2013 10:10am - [redacted] - cu left voice mail on 12/28 inquiring about charges on
account and recurring orders. called cu back on 12/29. No answer. Left cu detailed explaining t&c
and trial. Informed cu I have stopped her account as of today and to call us back to go over her
account in detail if need be. Left cu our contact info too. Confirmed cancellation of acct. acct stopped.
12/30/2013 02:55pm - [redacted] - cu called on 12/30 to cancel future orders and return last one.
cu was unaware of the recurring services. explained t&c, trial and charges to cu. cu stated she is retired and
cannot afford it in their budget. Offered cu 50% discount to continue, customization plus the 50% off the last
charge. cu declined. wants to return it. informed cu of our $30 RHF on all return unopened products. cu agreed.
confirmed cancellation of acct with cu as of today 12/30, acct stopped.
01/06/2014 02:41pm - Carolyn Porreca - cu returned product, issuing full courtesy refund -$30HF as agreed upon,
account has already been cancelled as of 12/29/13.
01/07/2014 07:45am - [redacted] - called cu as a courtesy to inform her that we received her product and issued
that refund for her, let her know it may take 3-5 business days for it to clear on her end depending on her bank.
provided contact info and hours of operation. cu was not available, left vm
After speaking to our representative, the customer understood how the charges came about. The representative
advised the customer to send the product back to be issued a full refund minus our $30HF.
PLEASE REVIEW THE FOLLOWING STATEMENT IN OUR TERMS AND CONDITIONS
Ordering Products Via Our Website
Try BeauteMD at no risk; just pay a small shipping and handling fee. Your credit card will be charged $2.95 for
shipping & handling for a 1 Month Supply of BeauteMD. You will have 14 days from your original order date to
decide if BeauteMD is right for you. If you are enjoying BeauteMD, do nothing and at the end of your 14 day
trial period, you will be charged the low rate of only $87.50 for the bottle you received. Approximately 45 days
from your original purchase date, and every 30 days thereafter, you will be sent another 1 month supply of
BeauteMD and your credit card on file will be billed for a discounted price of $87.50. You may cancel your
membership at any time by simply contacting our customer service.
We have cancelled the customer's recurring subscription on 12/29/13 when they contacted our call center.
They will no longer receive any products or charges from us.
12/29/2013 10:09am By [redacted] - Main Product "BMD 30 Day Supply - $87.50" was placed on HOLD
12/29/2013 10:09am By [redacted] - Recurring turned OFF
The customer has been issued a refund of $30 for the HF. Please allow 3-5 business days to process.
I thank you for your time in taking into consideration documents provided to help resolve this issue. Please feel
free to contact us with any further information you may need. We appreciate your assistance in resolving this matter.
Sincerely,
[redacted].
Review: On April 4th 2013 my debit card was charged $87.50 for a product that they sent me which I did not order. When I contacted them they said that if I returned the product to them they would refund my money. I returned the product to them unopened. That was over 3 weeks ago and my account has yet to be refunded that money. I did not receive the product back in the mail therefore I'm certain that they did receive it. I did contact them again and they claim that they did not receive the product. I returned it to the address on the label which is 8677 Villa La Jolla Dr. in La Jolla, CA.Desired Settlement: I want my $87.50 put back in my account as they said they would do. They do have my phone number as when I called them they did not answer and I left them my number and they did eventually return my call. They may need to contact me as I did cancel the card that was charged $87.50 and obtained a new one. If they are unable to refund due to the card change then all they have top do is contact me and I will give them the new information.
Business
Response:
April 23, 2013
Case Number: [redacted]
Re: [redacted]
Caledonia , MN 55921
To Whom It May Concern:
I am writing this letter in response to case
number [redacted] complaint. I understand that the Revdex.com fairly reviews the situation from the
consumer and merchant point of view to make a fair judgment. I appreciate your time and review of the
above reference complaint.
The customer ordered our Xtreme Muscle Pro
product from LabGenix on 03/17/2013 10:04am. The customer ordered our trial promotion where
you pay $2.95 shipping and handling to have our product sent to you to try for
14 days. We send a full size 30 day supply bottle for customer's convenience if
the customer likes the product, they have no disruption in use. If they do not
contact us or send the product back they are then charged $87.50 for the
bottle.
Mr. [redacted]'s trial ended on 04/01/2013 was charged
for the bottle already received.
The customers concern on the complaint was regarding Refund Or Exchange Issues. In order
for us to authorize credit, we need to receive the product back.
We show record of Mr. [redacted] contacting our call
center on 04/02/2013, already past his trial. Please take a look at the notes
below taken from our CRM:
04/03/2013
08:47am - J[redacted] - received VM from cu dated on Tue, Apr 2, 2013 at 7:27 AM. cu states to cancel accnt and
inquired about future charges. called cu back, no answer. left VM. stopped occurring.
Unable to reach Mr. [redacted], our representative
left him a voice mail regarding his account along with our operating hours and
phone number.
Mr. [redacted] contacted our call center a few more
times:
04/10/2013
09:31am - [redacted] - cu called to see if we received product back yet - told
him we will call when we
get it or he can check back with us
04/10/2013
09:34am - [redacted] - cu left vm asking if we received his package, called
him back, no connection
Mr. [redacted] contacted our call center once more
claiming that he has sent the product back. Our representatives informed Mr.
[redacted] that we have not receive any packages from him. We have verified with our
returns department and no packages has been received from Mr. [redacted].
Mr. [redacted] contacted our call center once more in
regard of his package.
04/22/2013
06:19am - [redacted] - cu left vm wondering about his refund, explained to
cu last time that we would issue a
refund as soon as we receive we will issue a refund. we have not received product yet from cu, called cu left
vm
We confirmed with our returns department once more and they
have verified that had Mr. [redacted] sent the product back, we would of provided his
credit.
Mr. [redacted]
states, “I returned it to
the address on the label which is 8677 Villa La Jolla Dr. in La Jolla, CA.”
I understand that Mr. [redacted] sent the product back to that
address but not including our suite number #1231. If a tracking number is
provided, we may verify that the package was sent to the address but without
the correct destination.
Our terms and conditions is in multiple areas to
allow our customers to acknowledge and understand our policy. To successfully
place your order, you first have to agree to our terms and conditions and be 18
years or older. On the following page, there is a copy of a simplified terms
and conditions. Lastly, we include a copy of our terms and conditions on the
outside of the package. This purposely allows customers to understand our terms
and conditions prior to opening their package.
Mr. [redacted] placed his order to participate in our
trial offer where he had 14 days to try our product. We never received any form
of communication from Mr. [redacted] prior to the end of his trial, only after. I
understand that Mr. [redacted] is claiming that he has sent the product back. Again,
we show no records of receiving any packages from Mr. [redacted].
USPS shows tracking number [redacted] delivered our product to Mr. [redacted] at 10:42 am on March 23, 2013 in CALEDONIA, MN 55921.
(Please see attached file)
Had Mr.
[redacted] provided a tracking number for the package he sent back, our
representatives could have tracked his package and provided Mr. [redacted] an
estimated date on when he would receive his refund. Since no tracking number
was provided, we are unable to estimate the day on when he would receive his
refund. We have no evidence that the package was sent back. Please
provided a tracking number so we may track the package.
We believe the charges are valid and abide by
our agreed to Terms and Conditions. Had we received Mr. [redacted]'s package, we
would of provided his credit that very same day.
I appreciate your time in address this matter. We still have yet
to receive any packages from Mr. [redacted]. Had he sent the product back, our
returns department would have issued him a refund that same day.
Sincerely,
LabGenix
8677 Villa La Jolla Drive Suite# 1231
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.
If as they say they have not received their product possibly because there was no suite number on the package then why have I not received it back? I work for the USPS and it would have come back to me by now if it was undeliverable and it has not. The exterior of their packaging is not as they say when they say that all terms and conditions are explained on the exterior of their package. Their product was returned to them unopened (the bottle containing the product inside the package it was mailed in) When I go to the area of the Revdex.com website to veiw complaints on certain companies I find several in regards to this company and I ask now who truly has jurisdiction over this matter as I will take this matter to them. Is it the Consumer Protection Agency? And if not please inform me as to who does. Thank you for your time and help with this matter.
Regards,
Business
Response:
July 8, 2013
Case Number: [redacted]
Re: [redacted]
Caledonia , MN 55921
To Whom It May Concern:
I am writing this letter in response to case
number [redacted] complaint. I understand that the Revdex.com fairly reviews the situation from the
consumer and merchant point of view to make a fair judgment. I appreciate your time and review of the
above reference complaint.
The customer ordered our Xtreme Muscle Pro
product from LabGenix on 03/17/2013 10:04am. The customer ordered our trial promotion where
you pay $2.95 shipping and handling to have our product sent to you to try for
14 days. We send a full size 30 day supply bottle for customer's convenience if
the customer likes the product, they have no disruption in use. If they do not
contact us or send the product back they are then charged $87.50 for the
bottle.
Mr. [redacted]'s trial ended on 04/01/2013 was charged
for the bottle already received.
The customers concern on the complaint was regarding Refund Or Exchange Issues.
Mr. [redacted] continues to claim to have sent the
product back. After speaking with multiple representatives, we have informed
Mr. [redacted] that we still have yet to receive his package. Had our returns
department processed his return, his funds would have already been issued.
Still, no tracking number was provided by Mr. [redacted], no further evidence was
provided that the product was on it's way back to us.
Stated
in our terms and conditions:
Please note that we are not
responsible for lost or stolen items. We recommend all returned items to be
sent using some type of delivery confirmation system to ensure proper delivery.
We believe the charges are valid and abide by
our agreed to Terms and Conditions. Had we received Mr. [redacted]'s package, we
would of provided his credit that very same day. To resolve the issue, I will
override the system and provide Mr. [redacted] a full refund minus our handling fee
of $30 which applies for all returns.
Even without receipt of the product, I will issue Mr. [redacted] a
refund of $57.50.
I appreciate your time in address this matter. We still have yet
to receive any packages from Mr. [redacted]. We have overrided the system and issued
him a courtesy refund. Please allow 3-5 business for the funds to process.
Sincerely,
LabGenix
8677 Villa La Jolla Drive Suite# 1231
La Jolla, CA 92037.
Business
Response:
Case Number: [redacted]
Re: [redacted]
Caledonia , MN 55921
To Whom It May Concern:
I am writing this letter in response to case
number [redacted] complaint. I understand that the Revdex.com fairly reviews the situation from the
consumer and merchant point of view to make a fair judgment. I appreciate your time and review of the
above reference complaint.
Customer's complaint:
"The exterior of their packaging is not as they say
when they say that all terms and conditions are explained on the exterior of
their package. Their product was returned to them unopened (the bottle
containing the product inside the package it was mailed in)"
Our shipping department sticks a clear pouch on the bottom
of the box which contains a hard copy of our terms and conditions. This allows
customers to read and understand what they had agreed to prior to placing their
order. If customer's do not agree with our policy, they may simply
Refuse/Return to Sender the package. We place the hard copy of our terms and
conditions on the outside of our package so that customers don't have to pay
for postage to send the product back if they do not agree with our terms. USPS
will accept the package as long as the shipping label is not tampered with.
By company policy, we do not ship any trial products without
a hard copy of our terms and conditions posted on the outside of the package.
We followed up with our local USPS in regard to Mr. [redacted]'s
package. We provided them the tracking number and they confirmed delivery. No
other tracking number was provided from Mr. [redacted]. The package has yet to be
received by us. However, Mr. [redacted] has already been provided his refund. Thank
you for time in reviewing this case and for your assistance.
Sincerely,
LabGenix
8677 Villa La Jolla Drive Suite# 1231
La Jolla, CA 92037
I ordered from BeauteMD during an online promotional offer in which I was to pay shipping and handling. The product arrived promptly with email confirmation.
What was extremely poorly disclosed (locked away in terms and conditions, customer service tells me) is that this is a free product ONLY if you cancel some sort of membership within 14 days. I ALWAYS LOOK to see if an offer comes attached to a membership. This membership was NOT disclosed in an upfront manner and reeks of misrepresentation and dishonesty. It on one situation to "forget to cancel," which happens. This was a situation in which I had no idea a charge of any kind was coming.
I called the company to contest the charge. They refused to refund the charge. Instead, a supervisor eventually offered to either (1) provide a 50% discount or (2) waive the $30 restocking fee.
Stay away from this business. There are far more forthright, honest companies with whom to do business.
Review: I have a complaint against
Beauty MD
8677 Villa La Jolla Dr #1231
La Jolla, CVA 92037
855-522-4364
On 9/25/2014 I logged into my Capital One account and was asked to participate in a survey about Capital One for which I would receive a choice of FREE gift. I chose a FREE trial sample of BEAUTY MD Aging Solution Moisturizer. I paid an agreed $2.95 for shipping with my credit card. I received the free sample which only contained the sample and a brochure of the aging solution moisturizer.
On 10/08/2014 my credit card was charged $87.50 by Beauty MD. I called BEAUTY MD on 10/12/2014 to get a refund of the $87.50 and was told I could not get a refund but any future shipments could be stopped but I had to pay $1.95. Reluctantly I did and was given a cancellation #[redacted].
I would like to get my $87.50 refunded. I only received the FREE ($2.95) sample which turns out that I was charged $87.50 for because I did not cancel within 14 days.
While taking the survey and selecting the free gift, I do not recall reading those terms. There was no invoice information with the product. Can you help me get my money back? I have not opened the product and have the original shipping box.
Since, I went on line and there are bad reviews about this company.
Thank You,
[redacted]Desired Settlement: see Above
Business
Response:
To Whom It May Concern:
I am writing this letter in response to case number: [redacted] complaint. I understand that the Revdex.com fairly reviews the situation from the consumer and merchant point of view to make a fair judgment.
Please feel free to contact us with any further documentation or questions you have to resolve this matter. I appreciate your time and review of the above reference complaint
The customer agreed to the following terms upon purchase by checking the box that states, “Yes, I am at least 18 years old and agree to the Terms and Conditions” (see attached pages). In addition to the terms and
conditions on the site, we ship the product with a copy of terms and conditions. Upon receipt customer has an opportunity to read the terms one more time before deciding to keep the product. The customer placed their
order on 09/22/2014 05:48pm to participate in our trial offer where she had 14 days from her order date to try our product. Customers are responsible for cancelling and returning the product within their trial period if they
wish not to be billed for the product already received. Per terms and conditions, Ms. [redacted] was billed $87.50 at the end of her trial period. Her trial expired on 10/05/14. Under normal circumstances, we allow customers to return
the products back postmarked 14 days within their trial period. We have cross checked with our returns department and the customer has yet to return the product. Unfortunately, with no product returned, we are unable to issue credit.
I understand the Complaint Involves: Billing or Collection Issues When placing her order, the customer checked “Yes, I am at least 18 years old and agree to the Terms and Conditions." Had the customer not checked the agreement box,
their order would have not been placed successfully. We show record of Ms. [redacted] contacting our call center on October 12, 2014. Please see below the notes taken from our CRM:
When placing her order, Ms. [redacted] was redirected to our website where she inputted her personal information. In order to successfully place her order, Ms. [redacted] inputted her credit card information. Our terms
and conditions is located in multiple areas and also a hard copy was sent to Ms. [redacted].
Review: I cancelled my shipments over a month ago and yet today the sent another shipment and charged my account again! This was to have been cancelled and now their website is down. Please help me. This product does not work as well as the much cheaper drugstore brands.Desired Settlement: I want my $69.95 refunded.
Business
Response:
May 31, 2013
RE: [redacted]
Whispering Pines,
North Carolina 28327
Case Number: [redacted]
To Whom It May Concern:
I am writing this letter in response to the [redacted] complaint
case number [redacted]. I understand that
the Revdex.com fairly reviews the situation
from the consumer and merchant point of view to make a fair judgment. I appreciate your time and review of the
above reference complaint.
We run an e-commerce website. We do not require customers to sign
to confirm their order. Customers place their order online with a valid credit
card or bank card. Our terms and conditions is in multiple areas to allow our
customers to acknowledge and understand our policy. To successfully place your
order, you first have to agree to our terms and conditions and be 18 years or
older. On the following page, there is a copy of a simplified terms and
conditions. Lastly, we include a copy of our terms and conditions on the
outside of the package. This purposely allows customers to understand our terms
and conditions prior to opening their package.
USPS shows tracking number [redacted] delivered our
product to Mr. [redacted] at 1:14 pm on May 24, 2013 in CARTHAGE, NC 28327.
Per terms and conditions, Mr. [redacted] was
charged $69.95 for the product already received. Under normal circumstances, we
allow customers to return the product back within 30 days of the transaction.
We have verified with our returns department and we still have yet to receive
the package from Mr. [redacted].
I understand Mr. [redacted] claims to have contacted our call center in
the month of April to cancel his recurring.
We show
no record of Mr. [redacted] ever contacting our call center to express any
concerns, during his trial period or even after. We have cross checked our
calls log, e-mail log, voice mail log and could not locate any form of
communication from Mr. [redacted]. With little to no communication we are unable
to modify Mr. [redacted]'s account. We were completely unaware of any concerns he
may have had. Mr. [redacted] never contacted us directly to resolve his issues.
Had Mr. [redacted] canceled his recurring in April,
we would of provided him a cancellation number and also an automated
cancellation email would have been sent to him verifying that he has cancelled
all future shipments. Looking at his account, no records were found of a
cancellation number being generated or no email was sent. We believe Mr.
[redacted] might have our company mixed up with another. Again, searching our
voice records and notes, no communication was found from Mr. [redacted].
We have canceled Mr. [redacted]'s subscription. He
will no longer receive any products or charges from us. We have USPS delivery
confirmation to Mr. [redacted].
In order for us to authorize credit, we need to receive the
product back. Mr. [redacted] still has
possession of all the products and he never made any sort of contact with us to
inform us to cancel his future orders. Had he sent the products back, we would
of provided him with the necessary funds.
We believe the charges are valid and abide by our agreed to Terms
and Conditions. I thank you for your time in taking into consideration
documents provided to help resolve this issue. Please feel free to contact us
with any further information you may need. We appreciate your assistance in
resolving this matter.
Sincerely,
Review: Company advertises a trial offer for price of shipping and handling only, yet in the extremely hidden and difficult to find terms and conditions, there is one line stating vaguely about a 14 trial offer. Apparently they consider shipping time if approximately 3 days to be part of that trial offer as well!!
Unexpectedly and without full understanding or consent, my credit card was charged $** by [redacted], which then resulted in an overdraft in my bank account.Desired Settlement: I would like for company to immediately refund my $** as I have now mailed the remaining product back to them. Of course, it would be a nice bonus if they would extend an extra $** to cover my NSF charged by my bank for transaction that over drafted due to this large amount debuting my account unexpectedly.
Wishful thinking, but you definitely will not receive what you do not ask for, therefore it doesn't hurt to ask?!
Review: they said pay for postage and receive a free trial after 14 days they charged $87 for that product thats false advertisement had to cancel within 14 days bud if its free its free no matter whenDesired Settlement: $87
Business
Response:
In Reference To
Case ID Account Number
[redacted]
April 11, 2014
To Whom It May Concern:
To Whom It May Concern:
I am writing this letter in response to case number: [redacted] complaint. I understand that the Revdex.com fairly
reviews the situation from the consumer and merchant point of view to make a fair judgment.
Please feel free to contact us with any furthis documentation or questions you have to resolve this matter. I appreciate
your time and review of the above reference complaint
Sincerely,
1-855-LabGenix
Xtreme Muscle Pro
8677 Villa La Jolla Dr. #1231
La Jolla, CA 92037
In Reference To
[redacted] Memorial
Case ID Account Number
Customer Phone Number Customer Email
[redacted]@att.net
Tracking Number
IP Address
[redacted] , OH 44907 United States
The customer agreed to the following terms upon purchase by checking the box that states, “Yes, I am at least 18 years
old and agree to the Terms and Conditions” (see attached pages). In addition to the terms and conditions on the site, we
ship the product with a copy of terms and conditions. Upon receipt customer has an opportunity to read the terms one
more time before deciding to keep the product.
The customer placed their order on 03/22/2014 05:22pm to participate in our trial offer where he had 14 days from his
order date to try our product (Please take a look at the order confirmation sent to the customer's email). Customers are
responsible for cancelling and returning the product within their trial period if they wish not to be billed for the product
already received.
Per terms and conditions, the customer was charged $87.50 for the product already received AFTER the end of his trial
period ending on 4/5/14. Under normal circumstances, we allow customers to return the product back postmarked
within their trial period. We have cross checked with our returns department and we have yet to receive any
product back from the customer.
After the trial, customers are put into a recurring service which they may cancel at any time.
Trial product:
USPS shows tracking number [redacted] delivered our product to the customer
March 27, 2014 , 10:05 am Delivered MENTOR, OH 44060
I understand the Complaint Involves: Advertising Issues
When placing his order, the customer checked “Yes, I am at least 18 years old and agree to the Terms and Conditions.
" Had the customer not checked the agreement box, their order would have not been placed successfully.
We offer a FREE 14 day trial from their order date. Due to thousands of shipments being shipped every day, we are
unable to track when each customer receives their product. We allow customers to call in and request their trial period
to be extended depending on how long shipping took or if customers need extra time to try the product.
Customers are responsible for contacting our call center to cancel prior to their trial ending to not be billed at the end
of the trial.
PLEASE REVIEW THE FOLLOWING STATEMENT IN OUR TERMS AND CONDITIONS
Ordering Products Via Our Website
Try BeauteMD at no risk; just pay a small shipping and handling fee. Your credit card will be charged $2.95 for shipping
& handling for a 1 Month Supply of BeauteMD. You will have 14 days from your original order date to decide if BeauteMD
is right for you. If you are enjoying BeauteMD, do nothing and at the end of your 14 day trial period, you will be charged
the low rate of only $87.50 for the bottle you received. Approximately 45 days from your original purchase date, and
every 30 days thiseafter, you will be sent anothis 1 month supply of BeauteMD and your credit card on file will be billed
for a discounted price of $87.50. You may cancel your membership at any time by simply contacting our customer service.
We have record of the customer contacting our call center on 04/07/2014 09:46am, past his trial period. At this moment,
the customer still had possession of the product and contacted our call center past their trial period.
Please take a look at the notes below taken from our CRM:
04/07/2014 09:46am - [redacted]t - CCI to cx said product is not working for him and it was suppose to be a free trial//
explained 14 day trial to cust//cust wanted me to go over where it said he would charged if it was not cx//cust said it
was suppose to be free//again explained it was not free//cust said to just cx it//waived cx fee of 1.49 to avoid escalation
The customer contacted past trial with concerns of the trial charge. The customer claimed that the product was free. Again,
only offer a trial offer where customers are able to try the product for free during their trial.
Customers are billed after their trial period for the product already received if they do not cancel.
We have yet to receive any packages back from the customer. Had the customer cancelled their recurring within trial period,
we would have provided him a Return Merchandise Authorization number to include in the package when returning the
remainder 50% of the product. Had he returned the product postmarked, his account would have not been charged further.
No RMA number was ever authorized for the customer. Please notice the cancellation email dated April 7, 2014, the first time
the customer contacted our call center.
We have cancelled the customer's recurring subscription on 4/7/14 when they contacted our call center. They will no longer receive
any products or charges from us.
We believe the charges are valid and abide by our agreed to Terms and Conditions. I thank you for your time in taking into consideration
documents provided to help resolve this issue. Please feel free to contact us with any further information you may need. We appreciate
your assistance in resolving this matter.
Sincerely,
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.
Regards,
That is not free. They send you bottle of 60 pills and say you have 14 day free trial. But they charge you for the whole amount. How's that free. False ad is what it is
Review: I paid $2.95 for shipping of a free trial order of Extreme Muscle Pro and received the trial order. I have now been charged four times for additional orders at $87.50 per order. I have only received the trial order but my credit card keeps getting hit for additional order. One of the charges for $87.50 turns out to be for free trial order. I called the number for this company numerous times and nobody answers the telephone. The Revdex.com has numerous complaints for the very same thing. This appears to be a scam that has affected many other people... this company makes unauthorized credit card charges apparently at will. I also discovered through a Google search that this product does not do what it alleges... so I'm looking at financial card fraud, false advertising and a pattern of scamming people as reflected in the Revdex.com complaints filed against this company.Desired Settlement: I want a $350.00 refund to my credit card and for this company to stop charging $87.50 every month. I'd also like to see the Revdex.com change the grade for this company from a "D -" to an "F."
Business
Response:
In Reference To
Case ID Account Number
January 24, 2014
To Whom It May Concern:
I am writing this letter in response to case number: [redacted] complaint. I understand that the Revdex.com fairly
reviews the situation from the consumer and merchant point of view to make a fair judgment.
Please feel free to contact us with any further documentation or questions you have to resolve this matter. I appreciate
your time and review of the above reference complaint
Sincerely,
1-855-LabGenix
Xtreme Muscle Pro
8677 Villa La Jolla Dr. #1231
La Jolla, CA 92037
In Reference To
Case ID Account Number
Customer Phone Number Customer Email
IP Address
[redacted] , NC United States
The customer agreed to the following terms upon purchase by checking the box that states, “Yes, I am at least 18
years old and agree to the Terms and Conditions” (see attached pages). In addition to the terms and conditions on
the site, we ship the product with a copy of terms and conditions. Upon receipt customer has an opportunity to read
the terms one more time before deciding to keep the product.
The customer placed their order on 10/04/2013 06:19am to participate in our trial offer where he had 14 days from his
order date to try our product. Customers are responsible for cancelling and returning the product within their trial
period if they wish not to be billed for the product already received. Per terms and conditions, the customer was
charged $87.50 for the product already received AFTER the end of his trial period ending on 10/18/2013.
Under normal circumstances, we allow customers to return the product back postmarked within their trial period. We
have cross checked with our returns department and we have yet to receive any product back from the customer.
After the trial, customers are put into a recurring service which they may cancel at any time.
Trial product:
USPS shows tracking number [redacted] delivered our product to
Mr. [redacted] on October 8, 2013 , 3:30 pm in [redacted]
Second month supply:
USPS shows tracking number [redacted] delivered our product to
Mr. [redacted] on November 20, 2013 , 5:11 pm in [redacted]
Third month supply:
USPS shows tracking number [redacted] delivered our product to
Mr. [redacted] on December 20, 2013 , 2:47 pm in [redacted]
Fourth month supply:
USPS shows tracking number [redacted] delivered our product to
Mr. [redacted] on January 21, 2014 , 2:45 pm in [redacted].
I understand the customers concern was regarding: Billing or Collection Issues
When placing his order, Mr. [redacted] checked “Yes, I am at least 18 years old and agree to the
Terms and Conditions." Had the customer not checked the agreement box, their order would
have not been placed successfully.
We do offer a FREE 14 day trial. Customers are responsible for contacting our call center to cancel
prior to their trial ending to not be billed at the end of the trial. Had the customer contacted us
within trial, they would have not been charged nor put into a monthly subscription.
Another concern the customer had was our customer service phone number. Our call center number
is (855) LABGENIX (522.4364). We have representatives in our office from 7AM-530PM PST Monday - Friday.
If customers try to contact our call center after office hours, they are redirected to our voicemail system. Our
representatives promptly answer the voicemails the following day. We also have a support email:
[email protected] that customers contact us to manage their accounts.
We show no record of the customer ever contacting our call center or our support email. Had Mr.
Wallace reached out to our call center to cancel his recurring subscription, we would have gone
ahead and immediately stopped his account of any further transactions. Also, we would have
offered to have him return the merchandise and provided him a Return Merchandise Authorization
number to include in the package when returning the product. Had he communicated with us we
would have been more than happy to assist Mr. [redacted] in any way possible.
PLEASE REVIEW THE FOLLOWING STATEMENT IN OUR TERMS AND CONDITIONS
Ordering Products Via Our Website
Try BeauteMD at no risk; just pay a small shipping and handling fee. Your credit card will be charged
$2.95 for shipping & handling for a 1 Month Supply of BeauteMD. You will have 14 days from your
original order date to decide if BeauteMD is right for you. If you are enjoying BeauteMD, do nothing
and at the end of your 14 day trial period, you will be charged the low rate of only $87.50 for the
bottle you received. Approximately 45 days from your original purchase date, and every 30 days
thereafter, you will be sent another 1 month supply of BeauteMD and your credit card on file will
be billed for a discounted price of $87.50. You may cancel your membership at any time by simply
contacting our customer service.
We have yet to receive any packages back from the customer. The customer may return his most
recent product which was delivered on 1/21/14. The customer will be credited in full of $87.50.
We have cancelled the customer's recurring subscription on 1/24/14 upon receiving their Revdex.com complaint.
01/24/2014 01:24pm By Ana - Main Product "XMP - 30 Day Supply $87.50" was placed on HOLD
We believe the charges are valid and abide by our agreed to Terms and Conditions. I thank you for your
time in taking into consideration documents provided to help resolve this issue. Please feel free to contact
us with any further information you may need. We appreciate your assistance in resolving this matter.
Sincerely,
Offer on internet was 14 day free trial, with paying only for shipping. LATER 5 find on my credit card bill a charge from
Lab Genix for $87.50 I had not ordered more product. I had given no permission to charge for item. Did get through and cancelled any future shipment, but I could not get a refund, only because I had not used product and they gave me permission to return it did I get some money back , but it cost me $30 fee to restock. This is a scam out-right. No correspondence at all until you have already been billed. Learned a lesson, DO NOT give credit card info to unknown companies....I am out $30 for nothing at all to use. This all was done by them in less than a month with my credit card number available to them. Bad company
Review: I signed up for a FREE trial of product, pay shipping only. I called to cancel within the trial period. The customer service person told me it was their company policy to bill me $25 to keep the product. If I have to pay $25, it's not a FREE trial. When I asked him to show me on the website where that $25 policy is stated in the terms and conditions, he gave me the company web address, but couldn't show me where the $25 fee is on the website. He continued to state that was their company policy. I'm returning the product.Desired Settlement: Revdex.com needs to stop their bait and switch scam. If it's FREE trial, you can't charge people $25 to keep the free product.
Business
Response:
In Reference To
Case ID Account Number
June 27, 2014
To Whom It May Concern:
I am writing this letter in response to case number: [redacted] complaint. I understand that the Revdex.com fairly
reviews the situation from the consumer and merchant point of view to make a fair judgment.
Please feel free to contact us with any further documentation or questions you have to resolve this matter. I appreciate
your time and review of the above reference complaint
Sincerely,
1-855-LabGenix
8677 Villa La Jolla Dr. #1231
La Jolla, CA 92037
In Reference To
Case ID Account Number
Customer Phone Number Customer Email
###-###-#### [redacted]
IP Address
The customer agreed to the following terms upon purchase by checking the box that states, “Yes, I am at least 18
years old and agree to the Terms and Conditions” (see attached pages). In addition to the terms and conditions on
the site, we ship the product with a copy of terms and conditions. Upon receipt customer has an opportunity to read
the terms one more time before deciding to keep the product.
The customer placed their order on 06/15/2014 at 07:30pm to participate in our trial offer where she had 14 days
from her order date to try our product. Customers are responsible for cancelling and returning the product within
their trial period if they wish not to be billed for the product already received. Customers who choose to keep the
product are automatically enrolled onto a recurring subscription. Per terms and conditions, Ms. [redacted] was billed
$2.95 for the product shipped to her. Under normal circumstances, we allow customers to return the product back
within the trial period of . We have cross checked with our returns department and the customer has yet to return
the product.
I understand the Complaint Involves: Advertising Issues
When placing her order, the customer checked “Yes, I am at least 18 years old and agree to the Terms and
Conditions." Had the customer not checked the agreement box, their order would have not been placed
successfully.
PLEASE REVIEW THE FOLLOWING STATEMENT IN OUR TERMS AND CONDITIONS
Ordering Products Via Our Website
Try [redacted] at no risk; just pay a small shipping and handling fee. Your credit card will be charged $2.95 for
shipping & handling for a 1 Month Supply of [redacted]. You will have 14 days from your original order date to
decide if [redacted] is right for you. If you are enjoying [redacted], do nothing and at the end of your 14 day
trial period, you will be charged the low rate of only $87.50 for the bottle you received. Approximately 45 days
from your original purchase date, and every 30 days thereafter, you will be sent another 1 month supply of [redacted]
and your credit card on file will be billed for a discounted price of $87.50. You may cancel your membership at any time
by simply contacting our customer service.
Ms. [redacted] contacted our representatives on 06/20/2014 at 07:35pm, within her trial period of 14 days, regarding her
account. Because she was able to contact us within the allotted time slot, our representatives were able to issue a
Return Merchandise Authorization number in order for Ms. [redacted] to return the product received. However, we have
cross checked with our returns department and have yet to receive the product issued to Ms. [redacted]. Again, we have
NOT received the trial product back from our valued customer.
We show record of Ms. [redacted] receiving the trial product which was shipped to her at at 12:44 pm on June 18, 2014 in
[redacted]. Unfortunately, with no product returned, we are unable to issue credit for the shipping and
handling fees which she is disputing.
In regards to the $25.00 fee mentioned in Ms. [redacted]'s complaint, our representatives have NOT yet billed her for this price.
We have cancelled the customer's recurring subscription on 06/20/2014 07:29pm. They will no longer receive any products
or charges from us. Again, the customer has yet to contact us or send any products back. We have positive AVS and tracking
confirmation connected with the customer. To cancel recurring services, the customer has to notify us, the merchant, of the
cancellation. The customer's cancellation email was sent on Jun 20, 2014 at 4:29 PM to her email: [redacted]@gmail.com.
I thank you for your time in taking into consideration documents provided to help resolve this issue. Please feel free to
contact us with any further information you may need. We appreciate your assistance in resolving this matter.
Sincerely,
Review: While this company is not a member of the Revdex.com, this complaint concerns the actions of the following business: [redacted] Review:
Upon seeing the advertisement for a FREE sample of BEAUTE MD my daughter placed an order with the knowledge that a small shipping and handling charge would be applied.
AT NO TIME was any mention of an established condition mentioned concerning the cream. I later discovered that this ESTABLISHED condition existed and consisted of the following:
• This was a fourteen (14) day TRIAL period NOT a FREE sample.
• Failure to respond within the 14 days would result in continuation of the product and I would be billed the entire amount of the product each month. I am not sure EXACTLY how much this amount would be. A figure of $87.50 has been mentioned BUT no exact price for the product in question has been given. Hence I have no concept of what the exact price would or will be.
• Nowhere, in any of the advertisements I saw and researched was there any mention of a payment amount to be applied, rather the promise that this was FREE sample and if I liked it I could order at the regular price. This led me to BELIEVE that this sample was free without additional cost or obligation, and no other charges would be made other than the small shipping and handling charge.
Upon learning that the company charged me, I called the company to complain about this matter. At that time I told them to cancel all future shipments. However to this date I have NOT received any confirmation concerning this cancellation. Thus I cannot be sure if this cancellation has taken affect.
This complaint concerns business practices engaged in by LabGenix which leads one to believe one thing but is actually a method of trapping individuals into buying something they may not want. In addition, my cancellation of the program is not, and has not been acknowledged by the company leaving me in doubt as to whether or not this "unethical" program has actually been cancelled.
Finally, there is a warning I discovered that if I should attempt to block their financial transactions for something I cancelled and do not want, they have threatened to contact all the major credit bureaus and declare me delinquent and will engage in legal proceedings.
This not only strikes me as totally unethical but also threatening. Hence this complaint.Desired Settlement: A refund of the product minus the $2.95 shipping and handling fee associated with the FREE sample. Plus changes to their business practices and nomenclature of words used in their advertisements. In addition verification that this "program" has been cancelled for me and I will not receive, nor be charged for any additional product, nor receive any additional sales literature from this company.
Business
Response:
[redacted]
Case ID Account Number
Customer Phone Number Customer Email
[redacted] [redacted] United States
The customer agreed to the following terms upon purchase by checking the box that states, “Yes, I am at least 18 years old
and agree to the Terms and Conditions” (see attached pages). In addition to the terms and conditions on the site, we ship the
product with a copy of terms and conditions. Upon receipt customer has an opportunity to read the terms one more time before
deciding to keep the product.
The customer placed their order on 03/16/2014 12:58pm to participate in our trial offer where she had 14 days from her order
date to try our product. Customers are responsible for cancelling and returning the product within their trial period if they wish
not to be billed for the product already received. Per terms and conditions, Ms. [redacted] was billed $52.50 [discounted rate] for
the product already received at the end of her trial period. Her trial expired on 03/30/14 but due to credit card complications,
we received a payment on 04/08/14 for a discount rate of $52.50. Under normal circumstances, we allow customers to return
the products back postmarked within their trial period. We have cross checked with our returns department and the cu has yet
to return the product.
I understand the Complaint Involves: Advertising Issues
When placing her order, the customer checked “Yes, I am at least 18 years old and agree to the Terms and Conditions." Had the
customer not checked the agreement box, their order would have not been placed successfully. We have attached screenshots of
what our order page looks like.
We offer a FREE 14 day trial from their order date. Due to thousands of shipments being shipped every day, we are unable to track
when each customer receives their product. We allow customers to call in and request their trial period to be extended depending on
how long shipping took or if customers need extra time to try the product.
Customers are responsible for contacting our call center to cancel prior to their trial ending to not be billed at the end of the trial.
PLEASE REVIEW THE FOLLOWING STATEMENT IN OUR TERMS AND CONDITIONS
Ordering Products Via Our Website
Try BeauteMD at no risk; just pay a small shipping and handling fee. Your credit card will be charged $2.95 for shipping & handling for
a 1 Month Supply of BeauteMD. You will have 14 days from your original order date to decide if BeauteMD is right for you. If you are
enjoying BeauteMD, do nothing and at the end of your 14 day trial period, you will be charged the low rate of only $87.50 for the bottle
you received. Approximately 45 days from your original purchase date, and every 30 days thereafter, you will be sent another 1 month
supply of BeauteMD and your credit card on file will be billed for a discounted price of $87.50. You may cancel your membership at any
time by simply contacting our customer service.
Had Ms. [redacted] cancelled her recurring transactions within her 14 day trial period, we would have provided her a Return Merchandise
Authorization number to include in the package when returning the remainder 50% of the product. Had she returned the product postmarked,
her account would not have been charged further. No RMA number was ever authorized for Ms. [redacted]. No cancellation email was ever sent to
Ms. [redacted] until 05/07/14 per her request.
We show record of Ms. [redacted] receiving the product shipped to her. We have attached a positive AVS record on file. Unfortunately, with no
product returned, we are unable to issue credit. She contacted our call center past her trial.
We have cancelled the customer's recurring subscription on 05/07/14 . They will no longer receive any products or charges from us. Again,
the customer has yet to send any products back. We have positive AVS and tracking confirmation to the customer. To cancel recurring
services, the customer had to notify us, the merchant, of the cancellation prior to the end of their trial. The customer's cancellation email
was sent on 05/07/14 to her email: [redacted].
I thank you for your time in taking into consideration documents provided to help resolve this issue. Please feel free to contact us with any
further information you may need. We appreciate your assistance in resolving this matter.
Sincerely,
[redacted] D.
Review: I sent for a free trial offer only to pay for the shipping of $1.93. Two weeks later my credit card was charged $87.50. Called the company on 3/30/14 to cancel a shipment, thinking I got the free sample, then would get a shipment in a few days. Not so, the free trial was the $87.50 charge. They said because I didn't send back the jar of moisturizer in 14 days, I was charged the $87.50. Where is the fine print hidden? I didn't see anything that stated to return in 14 days if not satisfied. I thought it was a free sample. Another problem regarding this is, a person doesn't even know about the $87.50 until they get their credit card statement in a month. What a scam this is!
This is a fraudulent company and should be put out of business before they scam hundreds of other people!
Business
Response:
In Reference To
Case ID Account Number
[redacted]1
Customer Phone Number Customer Email
IP Address
[redacted] , United States
The customer agreed to the following terms upon purchase by checking the box that states, “Yes, I am at least 18 years old and
agree to the Terms and Conditions” (see attached pages). In addition to the terms and conditions on the site, we ship the product
with a copy of terms and conditions. Upon receipt customer has an opportunity to read the terms one more time before deciding to
keep the product.
The customer placed their order on 03/10/2014 12:07pm to participate in our trial offer where she had 14 days from her order
date to try our product (Please take a look at the order confirmation sent to the customer's email). The customer was billed
$2.95 for shipping and handling, NOT $1.93.
Customers are responsible for cancelling and returning the product within their trial period if they wish not to be billed for the
product already received. Under normal circumstances, we allow customers to return the product back postmarked within their
trial period. We have cross checked with our returns department and the cu has yet to return the product resulting in the trial
charge of $87.50.
Trial product:
USPS shows tracking number [redacted] delivered our product to the customer March 12, 2014 , 2:07 pm
Delivered LA MIRADA, CA 90638
I understand the Complaint Involves: Advertising Issues
When placing her order, the customer checked “Yes, I am at least 18 years old and agree to the Terms and Conditions."
Had the customer not checked the agreement box, their order would have not been placed successfully.
We offer a FREE 14 day trial from their order date. Due to thousands of shipments being shipped every day, we are unable
to track when each customer receives their product. We allow customers to call in and request their trial period to be extended
depending on how long shipping took or if customers need extra time to try the product.
Customers are responsible for contacting our call center to cancel prior to their trial ending to not be billed at the end of the trial.
PLEASE REVIEW THE FOLLOWING STATEMENT IN OUR TERMS AND CONDITIONS
Ordering Products Via Our Website
Try BeauteMD at no risk; just pay a small shipping and handling fee. Your credit card will be charged $2.95 for shipping & handling
for a 1 Month Supply of BeauteMD. You will have 14 days from your original order date to decide if BeauteMD is right for you. If you
are enjoying BeauteMD, do nothing and at the end of your 14 day trial period, you will be charged the low rate of only $87.50 for the
bottle you received. Approximately 45 days from your original purchase date, and every 30 days thereafter, you will be sent another
1 month supply of BeauteMD and your credit card on file will be billed for a discounted price of $87.50. You may cancel your
membership at any time by simply contacting our customer service.
I have attached screenshots of our order page where it states our terms and conditions and where the customer agreed to it.
In addition of our policy being on the order page, we also attach a hard copy of the terms on the OUTSIDE OF THE PACKAGE.
Customers have another chance to read and fully understand how the trial period works. If customers do not agree, they may
simply refuse/return to sender the package. As a courtesy, the package will be sent back to us at NO COST TO THE CUSTOMER.
I also understand that the customer claims she ordered a “sample.” Unfortunately, we do not offer any samples. Nowhere on our
website says “Sample.” We offer a trial period, which might confuse some customers. The trial allows the customer to get the
product and try it out. Again, if they do not want to be billed, they are responsible for sending it back within trial. If they chose
to keep the product, customers do nothing and at the end of their trial, they are billed for the PRODUCT ALREADY RECEIVED.
The trial products we ship to customers are actually 30-day supply. We ship 30-day supplies so that customers that chose to
continue with our product have no discontinuity in using. Many customers find this convenient since our product requires
everyday use to maximize benefits.
We have record of the customer contacting our call center on 03/30/2014 01:13pm, past her trial period. At this moment,
the customer still had possession of the product and contacted our call center past their trial period.
Please take a look at the notes below taken from our CRM:
03/30/2014 01:13pm - [redacted] - cci wants to cx acct, cust stated she didn’t mean to order product. waived cx fee
not to upset cust. Offered cust 40% discount cust declined cx acct.
The representative offered a discounted rate which was declined and cancelled the customer’s recurring subscription per
request. The customer did not request for a Return Merchandise Authorization number to return the product. At this point,
the customer was already billed for the product she still currently has possession of.
The customer contacted our call center once more on 04/08/2014 02:27pm.
Dianne Smith - cci to verify acct closed, confirmed with cu account stopped 3/30/14.
03/30/2014 01:13pm By [redacted] - Main Product "BMD - Trial Charge $87.50" was placed on HOLD
03/30/2014 01:13pm By [redacted]r - Recurring turned OFF
The customer contacted past trial and still has the product. The customer is past our return policy.
We have cancelled the customer's recurring subscription on 3/30/14 when they contacted our call center. They will no
longer receive any products or charges from us. Please see attachments of where the customer was informed of the
trial charge.
I thank you for your time in taking into consideration documents provided to help resolve this issue. Please feel free
to contact us with any further information you may need. We appreciate your assistance in resolving this matter.
Sincerely,
Review: I signed up for a trial offer on www.xtrememusclepro.com in the beginning of May 2013. I was charged $2.95 on May 3rd to cover the shipping. The product was never delivered to me; however, I was charged another $87.50 on May 20th. I called the company and spoke with [redacted] (apparently she's a supervisor that answers the phone at Customer Service). I informed her of the situation and told her I wanted a full refund of my money since I never received the product the company promised me. She went on to tell me that my package made it as far as my local post office yet, when I call my post office, they have no record of the package ever coming into the building. [redacted] kept insisting that if the post office lost it, it was their responsibility to provide a replacement/refund. (I know better than this as the post office has lost one of my packages and would not cover the cost of the package and contents due to it not being insured.) She also told me that it was MY job to call the post office and track down the package. After going back and forth with her for a good 5-10 minutes, she finally told me that if I spoke with the post office and they could not find the package that she'd issue a partial refund. I tried explaining, once again, that I had already spoken with the post office (on several occasions in the last month), and that I would like a FULL refund since I never received the product I paid for. She did offer to send me yet another bottle of the product instead of issuing a refund. I continued to tell her that this was not satisfactory and I wanted a full refund, to include the original shipping charge. It seems as though this company is only after money and not the slightest bit helpful to, or considerate of, their customers.Desired Settlement: I would like a full refund of my money, all $90.45 of it.
Business
Response:
June
8, 2013
Re: [redacted]
Stafford, Virginia
22554
Case: [redacted]
To Whom It May Concern:
I am writing this letter in response to case number [redacted],
[redacted] complaint. I understand that the Revdex.com fairly reviews the
situation from the consumer and merchant point of view to make a fair
judgement. I appreciate your time and review of the above reference
complaint.
The customer ordered our Xtreme Muscle Pro product
from LabGenix on 05/01/2013 04:00pm. The customer ordered our
trial promotion where you pay $2.95 shipping and handling to have our best
selling muscle supplement sent to him to try for 14 days. We send a full
size 30 day supply bottle for customer convenience if the customer likes the
product they have no disruption in use. If they do not contact us or send
the product back, they are then charged for the jar $87.50 for the product
already received.
Mr. [redacted] claims to be charged on May 3, 2013. He actually placed
his order to participate in our trial offer on 05/01/2013
04:00pm. USPS tracking number: [redacted]
shows the product was delivered the following day, at 12:45 pm on May 4, 2013
in STAFFORD, VA 22554.
14 days later, with no communication from Mr. [redacted], he was
charged $87.50 for the product already recveived on 05/16/2013, the end of his
trial period.
We show record of Mr. [redacted] contacting our call center on
06/03/2013, almost three weeks past his trial period. Please take a look at the
notes below taken from our CRM:
06/03/2013 10:17am - [redacted] - cu called irate about
charge on acct. Explained t&c and trial to cu. Cu stated that he never
received the product. Have delivery confirmation on May 4th. Told cu I will
give him the tracking information for him to call the post office to track
package. cu kept arguing that they do not have it and his mom works there and
havent seen it. Told cu it did get to that post office so speak to a manager in
regards to the package. Told cu if they lost it, they are responsible. cu
arguing that its our responsibility and wants full refund now. Told cu to call
them and follow up with me. if they did say they delivered it, told cu I will
try to work with him for a partial refund and free product. cu declined saying
he doesnt want any product and he wants a full refund for a product he never
received. Told cu I will see what I could do after he follows up with the post
office. acct stopped.
After speaking to our representative, Mr. [redacted] understood that
he was already past his trial period. Mr. [redacted] continued to claim that he
never received the product. We believe Mr. [redacted] has our trial period
confused. He was charged $87.50 for the product received on May 4, 2013. He had
14 days to try our product from his order date. He received a 30 day supply to
have no disruption in use. It is the customers responsibility to cancel within
their trial period.
Looking on our website, underneath where customers input their
credit card information, it clearly states what customers are purchasing:
Try Xtreme Muscle Pro Today, just pay a small
shipping and handling fee. Your credit card will be charged $2.95 for shipping
& handling for a 1 Month Supply of Xtreme Muscle Pro. You will have 14 days from your original order date to decide if Muscle
Pro is right for you. If you are enjoying Muscle Pro, do nothing and at the end
of your 14 day trial period you will be charged $87.50 for the bottle received.
Mr. [redacted] contacts our call center once more the same day:
06/03/2013 11:06am - [redacted] - cu called back again, says he
called the post office and they did not have the product, offered cu a refund
minus $20 handling fee and a new bottle, said he did not want a new bottle just
a refund, told him as a courtesy would issue a refund minus $10 handling fee,
cu accepted and was happy said he would not be mean anymore, account has
already been stopped, issued the refund of $77.50
Though we had delivery confirmation, our representative was still
willing to assist Mr. [redacted]. To resolve the issue, our representative offered
Mr. [redacted] a full refund minus a $10 handling fee. Mr. [redacted] agreed to the
refund and was processed the same day. We believe we have gone above and beyond
assisting Mr. [redacted]. Per notes and voice recording, Mr. [redacted] accepted the refund
and was satisfied. Because Mr. [redacted] continued to file a complaint, we went
ahead and blacklisted him.
We have already issued Mr. [redacted] a full refund minus a $10
handling fee. Again, we have USPS delivery confirmation to Mr. [redacted] with
tracking number [redacted]. I appreciate your help in resolving
this matter.
Sincerely,
LabGenix
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: In November they advertised a months supply of face cream for a shipping and handling charge of $2.95. I received the product with no paper work included. Then on my Dec statement there is an unauthorized charge for $89.95 from this company.
I called my credit card company, and I am disputing the charge. I feel it is my responsibility to report this action as I feel this is a scam.Desired Settlement: I request that the company refund Citi Card, so it is taken off my credit card.
Business
Response:
The customer placed their order on 11/14/2014 02:47pm to participate in our trial offer where she had 14 days from her order date to try our product. Customers are responsible for cancelling and returning the product within their trial period if they wish not to be billed for the product already received. Customers who choose to keep the product are automatically enrolled onto a recurring subscription. Per terms and conditions, [redacted] was billed $87.50 for the products shipped to her. Under normal circumstances, we allow customers to return the products back 30 days from the transaction date. We have cross checked with our returns department and the cu has yet to return the product nor contact us to cancel her recurring services.I understand the Complaint Involves: Billing or Collection IssuesThis is posted on the same webpage where the customer inputted her credit card information:Had [redacted] cancelled her recurring transactions within her 14 day trial period, we would have provided her a Return Merchandise Authorization number to include in the package when returning the remainder 50% of the product. Had she returned the product postmarked, her account would not have been charged further. No RMA number was ever authorized for [redacted]. No cancellation email was ever sent to [redacted] until Friday, January 2, 2015 at 10:34 AM, when receiving this complaint.We have cancelled the customer's recurring subscription on 01/02/15. They will no longer receive any products or charges from us. Again, the customer has yet to contact us or send any products back. We have positive AVS on file. To cancel recurring services, the customer had to notify us, the merchant, of the cancellation.The product has been shipped to the customer today. As a courtesy, if the customer returns the product to us unopened, we will issue the customer a FULL REFUND.I thank you for your time in taking into consideration documents provided to help resolve this issue. Please feel free to contact us with any further information you may need. We appreciate your assistance in resolving this matter.Sincerely,[redacted]
Review: I WENT ON THE INTERNET AND SAW A TRIAL OFFER FOR BEAUTEMD BY LABGENIX FOR $4.95. I ORDERED THIS. THEY SENT ME AN EMAIL CONFIRMING MY PRICE OF $4.95. AT NO TIME DID THEY EVER MENTION I WOULD BE BILLED $82.00+ DOLLARS, UNTIL I FOUND THE CHARGE IN MY BANK ACCOUNT. I AGAIN WENT ON LINE TO OBTAIN THEIR PHONE NUMBER, ###-###-####. I ATTEMPTED TO CONTACT THEM. YOU GET AN AUTOMATED SYSTEM THAT EVEN THOUGH YOU SELECT THE OPTIONS THEY GIVE YOU IT TAKES YOU NOWHERE ONLY BACK TO LISTEN THE ORIGINAL AUTOMATED SYSTEM. I BOUGHT A TRIAL OF THIS PRODUCT FOR $4.95 AND DID NOT AUTHORIZE ANYTHING ELSE. I ATTEMPTED TO CONTACT THE COMPANY TO RESOLVE THIS CANNOT, IT IS A SCAM!!!!!!!!!!!!!!! I WANT MY $82.00+ DOLLARS REFUNDED. THANK YOU.Desired Settlement: I DID NOT AUTHORIZE FOR ANYTHING OTHER THAN THE PURCHASE OF THE TRIAL. I WANT TO BE REFUNDED BY $82.00+ DOLLARS THEY TOOK OUT OF MY ACCOUNT WITHOUT AUTHORIZATION.
Business
Response:
September 12, 2013
RE: [redacted]
Saint Louis , MO
63130
Case Number: [redacted]
To Whom It May Concern:
I am writing this letter in response to the [redacted]
complaint case number [redacted]
. I understand that the Revdex.com fairly reviews the situation from the
consumer and merchant point of view to make a fair judgment. I appreciate your time and review of the
above reference complaint.
USPS shows tracking number [redacted] delivered our
product to Ms. [redacted] August 29, 2013, 9:46 am SAINT LOUIS, MO 63130.
Ms. [redacted] opted in our promotional offer on 08/27/2013 05:49am where she paid $2.95 for
our product to be shipped to her. As she stated on the complaint, she purchased
a trial for our product which is correct. Customers have 14 days from their
order date to try the product. They are responsible for canceling within their
trial period if they wish not to be billed for the product already received. We
send a whole month supply for customers that wish to continued with our
services so they do not have a disruption in use.
I understand Ms. [redacted] complaint is regarding Advertising
Issues.
This leads us to believe Ms. [redacted] did not
read over our terms and conditions.
Our terms and conditions is in multiple areas to
allow our customers to acknowledge and understand our policy. To successfully
place your order, you first have to agree to our terms and conditions and be 18
years or older. On the following page, there is a copy of a simplified terms
and conditions (right UNDERNEATH the box where customers input their credit
card information). Lastly, we include a copy of our terms and conditions on the
outside of the package. This purposely allows customers to understand our terms
and conditions prior to opening their package. So, if customers disagree with
our terms, they can refuse/return to sender the box and it will be shipped back
to us at no cost to them.
Had Ms. [redacted] canceled her trial period, we
would of authorized her a RETURN
MERCHANDISE AUTHORIZATION NUMBER (RMA) when sending the product back. We
accept returns that are postmarked within the trial period and have at least
50% of the product left. In addition, we would of provided her a cancellation
number and also an automated cancellation email would have been sent to him
verifying that she has canceled all future shipments.
When contacting our call center, our automated
machine recites our hours of operation. In addition, it gives you the option to
leave a voicemail even if customers contact us after office hours. Looking
through our voice recordings, we show no record of Ms. [redacted] ever contacting
our call center to express an concerns.
Stated in our terms and conditions:
RETURNS
& REFUNDS
If you
are not satisfied with your trial for any reason, simply contact us within 14
days of placing your
order. You will be required
to ship the remainder of the product back to us postmarked no later than the
14th day of your trial period to ensure you are not billed any further charges.
Ms. [redacted]'s trial ended on 09/11/13. Ms.
[redacted] has yet to send the product back. Had she sent the product back, she
would of never been charged.
Our product is made with organic ingredients and
is very high end. It is retailed at $120.00 but customers receive a discount by
opting in our trial promotion. Ms.
[redacted] was billed $87.50 at the end of her trial period for the product
already received. As a courtesy, I will issue
Ms. [redacted] a 30% refund for the misunderstanding our trial period.
Again, please note that where customers input
their credit card information, there is a short paragraph that explains what
they are signing up for. In addition, we send a hard copy of the terms and
conditions on the outside of the packaging.
She still has possession of the product and never contacted us. Again, I will issue Ms. [redacted] a courtesy 30% refund. I have stopped her
account when I received her Revdex.com complaint. We show no other communication from
Ms. [redacted]. Had she contacted our call center, we believe she would of
not filed the complaint.
Refund: 09/12/2013 04:44pm By [redacted] XXXXXXXX- Refunded - $26.25
Trans-ID: [redacted]
Please advise, the refund amount may take a couple business days
to reflect on Ms. [redacted]'s account
depending on who she banks with.
I thank you for your time in taking into consideration documents
provided to help resolve this issue. Please feel free to contact us with any
further information you may need. We appreciate your assistance in resolving
this matter.
Sincerely,
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.
Regards,
Its easy for this company to say that the responsibility relies w/me. That I should have contacted them to end my trial. However, as I stated in my original complaint the number on their website does not work. Once you call it the automated system picks up and NO matter what option you choose the automated system just re-starts. I tried to contact them over and over to no avail. They want there product returned, gladly, just give me an address and a working phone number so I can send it certified return receipt requested. This company is at fault and I should receive a full refund! There offer is totally unacceptable.
Business
Response:
September 16, 2013
RE: [redacted]
Saint Louis , MO 63130
Case Number: [redacted]
To Whom It May Concern:
I am writing this letter in response to the [redacted]
complaint case number [redacted] . I understand
that the Revdex.com fairly reviews the
situation from the consumer and merchant point of view to make a fair
judgment. I appreciate your time and
review of the above reference complaint.
USPS shows tracking number [redacted] delivered our
product to Ms. [redacted] August 29,
2013, 9:46 am SAINT LOUIS, MO 63130.
Ms. [redacted] opted in our promotional offer on 08/27/2013 05:49am where she paid $2.95 for
our product to be shipped to her. As she stated on the complaint, she purchased
a trial for our product which is correct. Customers have 14 days from their
order date to try the product. They are responsible for canceling within their
trial period if they wish not to be billed for the product already received. If
they do not contact us within their trial, they are billed for the 30 day
supply they already received.
We apologize for the troubles Ms. [redacted] was
having with our phone system but we have yet to have this issue come up. Our
call center phone number is ###-###-####(LABGENIX) we are open from Mon-Fri
7AM-530PM PST. Customers who contact us outside of office hours are able to
leave voice mails. Our call reps follow up with these voicemails the following
morning.
When contacting our call center, our automated
machine recites our hours of operation. In addition, it gives you the option to
leave a voice mail even if customers contact us after office hours. Looking
through our voice recordings, we show no record of Ms. [redacted] leaving any
voicemails or emails regarding her concern. We received her first email on
09/12:
09/12/2013
05:33pm - [redacted] XXXX - cu sent email stating she never got a refund. sent email back going over 30% refund
issued and for her to call and speak with ana if she has further questions. left hours of operation
as well.
Normally with trial products that are returned
postmarked PAST their trial period, a handling fee of $35 is placed and
customers are refunded the difference. I have worked with my returns department
and had them skip the return process for the customer and issued Ms. [redacted]
an additional 30% refund. The total of her refund is 60%. Ms. [redacted] has been
refunded the amount of $52.50 even though she is already past her trial period.
She is free to keep the product.
We feel we have gone above and beyond assisting
Ms. [redacted]. Though she never got a hold of us via phone, she never contacted
us via email before she filed the complaint. We believe had she emailed us, a
representative would have been able to assist her and even avoid her filing a
complaint. Again, she never contacted us prior to the complaint. However, she
did email us AFTER she received my first Revdex.com response asking for her refund.
Please advise, the refund amount may take a couple business days
to reflect on Ms. [redacted]'s account
depending on who she banks with.
I thank you for your time in taking into consideration documents
provided to help resolve this issue. Please feel free to contact us with any
further information you may need. We appreciate your assistance in resolving
this matter.
Sincerely,
Review: I ordered a trial size of a face cream for which my credit card company was charges $2.95 on Sept 28, 2013.On Oct 13, 2013 my credit card was charged $87.50.I received only one product and I don't know whether it was the trial size or the full size shipped Oct 13th.My purpose is to STOP FURTHER SHIPMENTS.The address on the email confirmation is 7770 Regents Rd, SD, which turned out to be a UPS MAILBOX. The UPS manager was unable to give info because of privacy law.If I cannot stop them I fear that I will receive another charge on Nov. 13th.Desired Settlement: Make it possible that further shipments will be stopped right now.
Business
Response:
Revdex.com COMPLAINT RESPONSE November 6, 2013
RE:
San Diego , CA 92103
To
Whom It May Concern:
I am writing this letter in response to case number [redacted]
complaint. I understand that the Revdex.com fairly reviews the situation from the
consumer and merchant point of view to make a fair judgment. I appreciate your
time and review of the above reference complaint.
Our terms and conditions are in multiple areas to allow our
customers to acknowledge and understand our policy. To successfully place your
order, you first have to agree to our terms and conditions and be 18 years or
older. On the following page, there is a copy of a simplified terms and
conditions. Lastly, we include a copy of our terms and conditions on the
outside of the package. This purposely allows customers to understand our terms
and conditions prior to opening their package.
The customer ordered our Beaute MD product from LabGenix on 09/28/2013 11:46pm.
The customer ordered our trial promotion where you pay $2.95 shipping and
handling to have our best selling Aging **lution moisturizer sent to you to try
for 14 days. We send a full size 30 day supply jar for customer convenience if
the customer likes the product they have no disruption in use. If they do not
contact us or send the product back, they are then charged for the jar $87.50
discounted from our retail price of $120.
The customer’s Complaint Involves: Billing or Collection Issues.
Ms. [redacted]’s trial expired on 10/14/13 resulting in the $87.50
charge. Had she sent the product back with 50% left and postmarked within her
trial, she would have not been charged for the trial jar. Because Ms. [redacted] did
not contact our call center prior to November 4, 2013, she was billed for the
product already received. With no product returned, we are unable to issue
credit. However, our representative did stop any future orders for Ms. [redacted]
which was requested when she sent her email on 11/4/13.
Ms. [redacted] emailed our support email ([email protected]) dated
November 4, 2013 (ALREADY PAST HER TRIAL PERIOD). Please see below what Ms.
[redacted] sent our support email:
TO: LABGENIX
Please, CANCEL IMMEDIATELY any shipment of
future BEAUTE MD face creams and remove any such charges from my credit card.
I shall appreciate your acknowledgement of
receipt of this email request.
Thank you.
Further, will you please explain what you sent
as a trial size on 9/28/13 when you charged me $2.95
On 10/5/13 I received from you a jar
of cream which looked much larger than what one would expect for a trial size.
You charged $87.50 on 10/13/13 but nothing was
received.
[redacted], San Diego 92103
Since then, our representative has responded and took action
on Ms. [redacted]’s account. Please see below what our representative responded to
Ms. [redacted]:
[redacted],
As stated in the terms and conditions it is a
14 day trial on a 30 day supply starting the day you place your order. When you
processed your trial offer for $2.95 we sent you a 30 day supply. If you did
not wish to keep the product and be charged for it you would have had to return
at least half the product to us postmarked no later than 10/13. When your trial
expired on 10/13 and no contact was made with us you were charged for the
initial 30 day supply that the trial was on, as well as put on a recurring
service where you would receive a 30 day supply every 30 days. I have stopped
your account from all future charges and shipments.
Regards, [redacted]
Since Ms. [redacted]’s email, our representative stopped any future
orders to Ms. [redacted]. Below are the notes taken from our CRM:
11/04/2013 04:14pm - [redacted] - cu emailed
requesting to cancel service and explain trial process. emailed back explaining
the T&C and informing her I canceled her service.
11/04/2013 04:14pm By
[redacted] - Added Notes
11/04/2013 04:08pm By
[redacted] - Main Product "BMD - Trial Charge $87.50" was placed
on HOLD
11/04/2013 04:08pm By
[redacted] - Recurring turned OFF
10/13/2013 10:15pm
Order Created
Our representative did explain what the charge was for and
hopefully Ms. [redacted] understands how the charges came about. Again, our
representative has stopped FUTURE orders for Ms. [redacted]. Please see attached of
the emails exchanged and also our automated cancellation notification email.
We would love to regain Ms. [redacted]’s business back. Our Beaute MD
is specially formulated and is a very high end product. Along with our
moisturizer, we have other products that are created to use in conjunction with
the moisturizer to provide the best results. I would be more than happy to help
Ms. [redacted] reach her goals in looking younger. Please contact me for any discount
deals at ###-###-#### and ask for a supervisor.
I thank you for your time in taking into consideration documents
provided to help resolve this issue. Please feel free to contact us with any
further information you may need. We appreciate your assistance in resolving
this matter.
Sincerely,
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.For the record I wish to add that:1. I could not understand why I did not receive a "trial size" of the product (the company sent a full size product).2. The company having a San Diego address was reassuring to me. When I wanted to visit the business, I discovered that it was nothing but a mailbox address which was highly suspicious to me.Thank you for your help in getting this matter resolved.
Regards,
Review: I ordered a product online as a gift for my mother. The [redacted] product states that this is a promotion and you pay only shipping. As I told the lady on the phone, I did this on my phone, and there was absolutely nothing to click to view terms and conditions. She AGREED that the mobile site IS different than the desktop, so she knew that this was a scam right then. She was clearly reading from a piece of paper and tried to offer me a discount, and then after I refused that, she discounted a little more. I felt like I was getting nowhere, so I agreed to a partial refund. THEN she tried to sell me the product AGAIN, monthly, at a cheaper price than she just refunded me. After researching this company, reading the reports on Revdex.com, and speaking to two different people with this company, this for sure the worst scam of my life. WHY IS THIS BUSINESS STILL IN OPERATION? How is this legal to do to people? How can you even live with yourselves having to rip people off in order to sell your product? They have a grade of F on Revdex.com.org for a reason! The only thing I can thank them for is a lesson learned. I try to do something nice, and look what happens. Horrible people!Desired Settlement: REFUND, APOLOGY FOR TERRIBLE CUSTOMER SERVICE, and SHUT THIS BUSINESS DOWN!!!
Business
Response:
In Reference To[redacted]Case ID Account Number[redacted]Customer Phone Number Customer Email[redacted]IP Address[redacted]The customer placed their order on 01/23/2015 04:28am to participate in our trial offer where she had 14 days from her order date to try our product. Customers are responsible for cancelling and returning the product within their trial period if they wish not to be billed for the product already received. Customers who choose to keep the product are automatically enrolled onto a recurring subscription. Per terms and conditions, the customer was billed $89.95 the product shipped. Under normal circumstances, we allow customers to return the products back postmarked within their trial period. We have cross checked with our returns department and the customer has yet to return the product nor contact us to cancel her recurring services.I understand the Complaint Involves: Billing or Collection IssuesWhen placing their order, customers checked “Yes, I am at least 18 years old and agree to the Terms and Conditions." Had the customer not checked the agreement box, their order would have not been placed successfully. In addition, upon receiving the package, the customer is sent a hard copy of the terms and conditions on the outside of the package. If customers do not agree, they may simply return the product to us at no cost.PLEASE REVIEW THE FOLLOWING STATEMENT IN OUR TERMS AND CONDITIONS Ordering Products Via Our WebsiteYour credit card will be charged $2.95 for shipping and handling of a one month supply of [redacted] Anti-Wrinkle Moisturizer. You will have 14 days since the order date to try [redacted] and decide if it is right for you. If by the end of your trial you are enjoying Beaute MD, simply keep the jar and your credit card will be charged in the amount of $89.95 for the item received. To see full terms and conditions please click here.Had the customer cancelled their recurring transactions within their 14 day trial period, we would have provided them a Return Merchandise Authorization number to include in the package when returning the remainder 50% of the product. Had the customer returned the product postmarked, their account would not have been charged further. No RMA number was ever authorized for the customer until after they contacted our call center, past their trial period.We have records of the customer contacting our call center on February 7, 2015. The customer was explained how the charges came about and was offered a refund of $44.98 and the ability to keep the product. The customer agreed and the refund was processed that same day.We have cancelled the customer's recurring subscription on 02/07/15 . They will no longer receive any products or charges from us. Again, the customer has yet to send any products back and we have refunded them a courtesy $44.98. I thank you for your time in taking into consideration documents provided to help resolve this issue. Please feel free to contact us with any further information you may need. We appreciate your assistance in resolving this matter.Sincerely,[redacted]
Review: I signed up for cream at 2.95 and 4.95 and when I checked my credit card I was also charged 89.90. I called and rep said that was because I did not return within 14 day. It was not om bill for 89.90. Rep said it was in fine print No where did I see 89.90 on anything but my VISA statement. I asked for the 89.90 back and have not heard anything.Desired Settlement: Refund 89.90
Business
Response:
In Reference To[redacted]Case ID Account Number[redacted]Customer Phone Number Customer Email[redacted]Tracking Number IP Address[redacted] United StatesUSPS tracking number [redacted] shows the product was delivered to [redacted] at 10:53 am on November 14, 2014 in [redacted].The customer placed their order on 11/09/2014 03:33pm to participate in our trial offer. The customer was charged $2.95 shipping and handling and initiated her 14 day trial period. Customers are responsible for cancelling and returning the product within their trial period if they wish not to be billed for the product already received. Customers who choose to keep the product are automatically enrolled onto a recurring subscription. Per terms and conditions, [redacted] was billed $89.95 for the product she has possession of. Under normal circumstances, we allow customers to return the products back postmarked within their trial period. We have cross checked with our returns department and the customer has yet to return the product. With no product returned, we cannot issue credit.I understand the Complaint Involves: Billing or Collection IssuesWhen placing her order, please notice the following paragraph on the same webpage where the customer inputted their credit card:Your credit card will be charged $2.95 for shipping and handling of a one month supply of [redacted] Anti-Wrinkle Moisturizer. You will have 14 days since the order date to try [redacted] MD and decide if it is right for you. If by the end of your trial you are enjoying [redacted] MD, simply keep the jar and your credit card will be charged in the amount of $89.95 for the item received. To see full terms and conditions please click here. In addition to the statement above, the customer had to check the box where it states I am at least 18 years old and agree to the Terms and conditions. Also, the customer was sent a hard copy of the terms and conditions so that when the customer received the product, she has another chance to read and understand our policy.Had the customer cancelled her recurring transactions within her 14 day trial period, we would have provided her a Return Merchandise Authorization number to include in the package when returning the remainder 50% of the product. Had she returned the product postmarked, her account would not have been charged further. No RMA number was ever authorized for [redacted]. No cancellation email was ever sent to [redacted] until 12/12/14 per her request.We have cancelled the customer's recurring subscription on 12/12/14 . They will no longer receive any products or charges from us. Again, the customer has yet to send any product back. I thank you for your time in taking into consideration documents provided to help resolve this issue. Please feel free to contact us with any further information you may need. We appreciate your assistance in resolving this matter.Sincerely,[redacted].