NuvaLift

Review: I ordered online a 'trial offer' of Nuvalift face cream for $4.95 on Sept 16. On Oct.3, my bank account was debited with an additional $84.87. I called the bank, then called Nuvalift. I was told that I had 30 days to return the sample. I was told that the $4.95 was for shipping only and that I had actually ordered a year's suppy of this cream which I definitly did not intend or understand that was what was being offered! I asked for a refund and was told that that was impossible because it was past the 30 days. My bank statement shows that the A$4.95 was billed on Sept. 18 and this being October 16 (Seept having only 30 days) it would seem to me that this is the 29th day. I will appreciate any help you an give me regarding this dispute.Desired Settlement: I would like a check in the amount of $84.87 refunded to me.

Business

Response:

We would like to acknowledge receipt of Ms. [redacted]’s complaint, and appreciate this opportunity to address it. Our customers are sent their initial full 30-day supply of NuvaLift to try for the first 14-days without charge. On the 15th day, if the customer has not contacted us, they are automatically billed for the product in their possession and enrolled in our NuvaLift Preferred Customer Club, where they receive a monthly supply every 30 days thereafter. Nowhere on our website do we claim to offer a free sample or a trial product, only a trial period to try our product. At NuvaLift.com, we do not hide our Terms and Conditions in small, unreadable text or behind a hyperlink. They are disclosed directly on the ordering website at the bottom of the page in size 12 font, and are also highlighted in a large white box on the second page where the customer inputs their card information (please see image on page 2). The customer has to click “I agree to the Terms and Conditions” twice before the order is processed. If the customer does not “agree” to those terms, the order will not go through. The customer states in her complaint that she was told she had 30 days to try the product, however as previously stated, our trial period is 14 days. She also mentions that she unknowingly ordered a year’s supply of the cream. Our subscription service is on a month-by-month basis. We do not offer annual subscriptions. When a customer does call in to cancel their account, the call is dated and time stamped in our system. Every call is recorded and our Customer Support Team is trained to leave detailed notes of the call. Looking into this customer’s account, there is no record of her ever having called or emailing us. We apologize for the misunderstanding, and willing to refund of $84.87, upon email confirmation sent to [email protected] that a resolution has been reached. Customer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our service. However, we do stand by our policies and would like to reiterate that our customers accept the Terms and Conditions two separate times before the order is processed. Sincerely, NuvaLift Mangement

Review: I ordered a trial sample for $4.95 and was required to only pay for shipping and handling. The terms and conditions are nowhere to be found at time of purchase. I was then charge $84.87 on my credit card, which I did not authorize on April 23. I was charged the full price of the sample without ANY notification from the company. Nuvalift failed to disclose all terms and conditions of the trial sample at time of purchase and fraudulently charged my credit card.

On April 22, I called to get a refund and was told by one of their "customer service representatives" that I would be given a refund. I waited an extra day and was never given a refund. I then called back on April 24 to follow up on the status of the refund. At this time, I was told that my phone call would be reviewed and based on that "we will go from there." When I asked what that statement meant, the customer service agent told me that once that she and her supervisor listened to my phone call from 4/22 and if the Agent on the phone with for that conversation was recorded saying that I was supposed to get a refund, they would then refund me. Not even 5 minutes later the customer service agent got back on the phone and told me that I was never told I would get a refund. I have had to talk to my bank and call the fraudulent team. I had to close my credit card and get a new credit card because of this.

I am outraged that this company is allowed to operate when they are lying to the public about their product and it's price. This is the worst customer service and business practice I have ever witnessed. They are stealing from people and should no longer be allowed to operate.Desired Settlement: I want a refund of $84.87 as soon as possible. I want them to issue an apology to me and all of the other victims they have taken advantage of in their dishonest business practices.

Business

Response:

The customer has the ability to cancel at anytime by calling our Customer Support

Team or emailing [email protected]. If a customer needs to contact customer

service, the phone number is listed on nuvalift.com, the pamphlet, and the package

the product is shipped in. The terms are disclosed clearly on nuvalift.com where the

customer ordered their product. The customer has to also click "I agree to the terms

and conditions" twice before the order is processed. If the customer does not "agree"

to the terms, the order will not process. The terms and conditions are disclosed

directly on the ordering website, not only on the bottom of the first page, but also

highlighted in a large white box on the second page where the customer inputs their

card information as well as sent out with the product.

Specifically, this customer placed their order on 4/6/14. This is when they paid the

initial $4.95 for shipping, and marks the start of their 14-day trial period. Since

we did not receive a request for cancelation and/or a returned product during the

allotted trial period, the customer was charged for the full-month’s supply on the

15th day, 4/20/14, when the trial period ended.

[redacted] contacted our company to cancel her subscription on 4/22/14. Her

subscription was canceled at that time. [redacted] filed a chargeback against our

company on 6/6/14, and the matter is now out of our hands as the bank is handling

it. We are willing to reconsider this case once the bank considers the dispute

resolved.

We would like to reiterate that our customers accept the terms and conditions two

separate times to process their orders. We state the terms and conditions clearly.

Terms and conditions are located on the website, and should be read as they are

there for a reason. Please refer to our website. http://nuvalift.com

Review: When I saw there was a descrepancy in what they said they would do and what they did I contacted my bank and they gave me a reversal on my account for the product. they were supposed to charge for shipping only for a trial but they did that and sentout the product soon after , I qwas supposed ro have a 14 day trial but I was not given that before they charge my bank the 84,87. I wasnot even sure how much it was because I emailed them and ask with no reply then I noticed it was I notified the bank when it cst that much and taken out of my acct. and I could mot get a response from them. Thinking it was all taken care of we went out of country te post office held our mail. when we returned we did not get anything else except the bank said after I noticed it had been taken out again, that they sent more required info form that we did not rec , when I noticed it had been taken out of the acct yet again I ask the bank why and they could not tell me except the time had elapsed about 5 days that we were supposed to send in more info that we did not even know they had ask for. I believe I should get my money back it is a scam I feel and it is only cream and quite expensive it was only about 1/2 oz amt I the small bottle.thank you[redacted]Desired Settlement: refund amt back to my bank.[redacted] and would like to have consumers better informed of these types of scams

Business

Response:

We would like to acknowledge receipt of [redacted]’s complaint and appreciate the opportunity to address it.

At AM Labs every customer is given the right to try their first 30-day supply of NuvaLift without charge for the first 14 days. After the 14-day trial period, if the customer is dissatisfied with the product, they are to return the remainder postmarked for return within their 14-day trial period and also contact our Customer Support Team via email or phone to notify a request for cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter.

The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on nuvalift.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly

on nuvalift.com where the customer ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.

Specifically, this customer placed their order on 2/26/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period.

Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply

on the 15th day, 3/13/14, when the trial period ended.

The customer did not contact our company to cancel their subscription. It was canceled upon receipt of the chargeback they filed against our company. We apologize for the misunderstanding, but are unable to refund this transaction because the bank is now reviewing the matter and the money has already been debited from our account. Had Ms. [redacted] called our Customer Support Team we may have been able to find a resolution involving a refund.

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.

I was out of country and was under the understanding that I could cancel but it was 30 days instead of 14 but by the time you count shipping time it was time to cancel before product could even be tried., and the bill came at the same time as product. That is why you are not given at least a 30 day trial that is customary on most products. I did not call the company because my bank advised me to be sure no additional amt could be drafted out as I did not know this small teaspoon of product was to be cost of 90.00 , this company preys on people by taping what the customer is led to believe not what really is to take place, such as billing at the time of 14 day trial . If a product could work that fast it would be worth a million but I assure you it does not and is highly over rated. look at the ingrediants. If someone took the time to look at the true facts because if they were truly on the up and up why would they post it 3 times. my bank reversed the charges from me to their favor, not fair to consumers.

This business is a scam. Please do not get caught up in their web. They are a very sneaky company. Do not do business with them please. I will let as many people know about them because this is the world wide web and we don't have to rely on the Revdex.com to give our comments.

Review: I was on rewards websites filling out surveys that say they qualify you for free products. It linked to nuvalift. All the pages of questions on these surveys are confusing, open multiple Windows on your device. I'm disabled partly due to mental issues and do get easily confused but I promise I tried carefully to be sure anything I ordered truly was free. I got the trial bottle that was suppose to be free just pay [redacted] smells odd and breaks out my skin. I thought well glad it was free. I read the invoice. I saw nothing about contacting them in 14 days. Then I see email from discover that a charge was declined for $84.87 and I called to see what is was for cause I had not tried to use my card. Too close to the limit. So, I thought well I don't want anymore of that stuff, so I don't know why they were changing me. I couldn't get nuvalift on phone. Couldn't find number. I couldn't contact on their website cause I couldn't get into my account. Guess I must have one. So I tried to email them. They seemed to have no knowledge of me, wanted know my email.address. well didn't I.just email you. I thought. Anyway I get a call today, claiming I owe them the $84 and this is their second time contacting me. They called Oct 23 but the call was.disconnected. ok well if no one talked to me about this or what they wanted how is that contact? My cell phone drops calls all the time in this little town. Ask anyone who knows me. If they told me who they were I surely had no idea since it took several minutes to figure out what she was taking about this time. I get tons of telemarketers calls don't usually answer if I don't recognize the number.if whoever called didn't tell me anything how is that contact. Why are they trying to charge me for what I thought was free. I tried to cancel when I saw attempts to charge me.. (I did get a free trial for a weight loss product another co. Couldn't use due script med. They were very clear and easy to contact. Why not these people.)Desired Settlement: For company to stop billing me for free product that is not good. And advertised as free.

Business

Response:

We would like to acknowledge receipt of Ms. [redacted]’s complaint, and appreciate this opportunity to address it. Our customers are sent their initial full 30-day supply of NuvaLift to try for the first 14-days without charge. On the 15th day, if the customer has not contacted us, they are automatically billed for the product in their possession and enrolled in our NuvaLift Preferred Customer Club, where they receive a monthly supply every 30 days thereafter. Nowhere on our website do we claim to offer a free sample, only a trial period to try our product.

At NuvaLift.com, we do not hide our Terms and Conditions in small, unreadable text or behind a hyperlink. They are disclosed directly on the ordering website at the bottom of the page in size 12 font, and are also highlighted in a large white box on the second page where the customer inputs their card information (please see image on page 2). The customer has to click “I agree to the Terms and Conditions” twice before the order is processed. If the customer does not “agree” to those terms, the order will not go through.

This customer placed her order on 9/23/14. This was when the initial $4.95 was paid for shipping and handling, and was also the start of the customer’s 14-day trial period. Since we did not receive a request for cancellation and/or a returned product during the allotted time, the customer was charged for the full month’s supply in her possession on the 15th day, 10/8/14.

However her payment was declined on 10/8/14, so our system tried again on 10/11/14, 10/14/14, and finally on 10/17/14. We then attempted to contact the customer to collect payment for the product she had been sent in September. Our first call, on 10/23/14, was disconnected before the Customer Service Representative could speak with her.

On 11/4/14, we were able to speak with the customer and agree upon a partial payment of $50.92, 60% of the product’s worth, but the customer said she was unable to pay at the moment. She was provided with our phone number to contact us when she could. After we didn’t hear from the customer, we attempted to contact her again on 11/11/14, and left a voicemail.

In her complaint, the customer mentions the product smelling off and that it caused her skin to break out. This is very unusual and we would like to offer her a complimentary jar, as we strongly believe in the quality of our product.

We apologize for the misunderstanding, and have cancelled the customer’s account. However, we stand by our policies and would like to reiterate that our customers accept the Terms and Conditions two separate times before the order is processed.

Sincerely,

NuvaLift Mangement

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,

This doesn't resolve anything. There was No agreement on my part to pay anything. I said I don't have $50 for them, no need to call by Nov 11th because I won't have it then. Now they are just lying about the conversation. I don't want anymore of that stuff. Every time I try to use my face breaks out. Don't want it.

No wonder they have complaints and an F rating.

I

Review: I responded to a trial offer from Nuvalift, on approx. December 15, 2013. I am very diligent about inspecting trial offers and look for anything called "Terms and Conditions". There was none, which surprised me. The trial offer wanted $4.95 for a sample of Nuvalift cream. The site asked for my name, address, and credit card information, which I typed in. The info was accepted and I was told the product would be shipped to me shortly. I liked the product, but there was no information on how to order more. I went online several times but could not find a link. Finally, after diligent search, I found a stand-alone copy of Nuvalift's "Terms and Conditions". Reading it, I discovered I was being billed for $84.87 and that by agreeing to the trial period I had obligated myself to a monthly subscription. The $84.87 was debited from my account on Jan 16, 2014, and the new jar of cream they had billed me for arrived the following week. I called NuvaLift to cancel my subscription. Both people I talked to insisted that I couldn't have qualified for the trial period UNLESS I clicked on "Terms and Conditions"; but I told them, and am telling you now, there was no such thing on the trial period website. I asked for my $84.87 back or sent me a free jar of cream, but they refused; and essentially told me I was lying; that the "Terms and Conditions" are ALWAYS on their website; which is patently untrue. I believe Nuvalift is using fraudulent business advertising practices to hook customers in, and of course they deny it and insist there is, and was, nothing wrong with the website, either. I cancelled my subscription without a problem but I want my $84.87 back or a free jar of cream. Thank you for intervening on the consumer's behalf.Desired Settlement: Since I like the product I would settle for a free jar of cream. Keep an eye on this company.

Business

Response:

We would like to acknowledge receipt of [redacted] complaint and appreciate

the opportunity to address it.

At AM Labs every customer is given the right to try their first 30-day supply of

NuvaLift without charge for the first 14 days. After the 14-day trial period, if

the customer is dissatisfied with the product, they are to return the remainder

postmarked for return within their 14-day trial period and also contact our Customer

Support Team via email or phone to notify a request for cancelation. If the customer

keeps their 30-day supply after the 14 days, they are automatically billed for the

product in their possession on the 15th day and then enrolled in our NuvaLift

Preferred Customer Club where they are shipped out and billed for a fresh monthly

supply every 30 days thereafter.

The customer has the ability to cancel at anytime by calling our Customer Support

Team or emailing [email protected]. If a customer needs to contact customer

service, the phone number is listed on nuvalift.com, the pamphlet, and the package

the product is shipped in. The terms are disclosed clearly on nuvalift.com where the

customer ordered their product. The customer has to also click "I agree to the terms

and conditions" twice before the order is processed. If the customer does not "agree"

to the terms, the order will not process. The terms and conditions are disclosed

directly on the ordering website, not only on the bottom of the first page, but also

highlighted in a large white box on the second page where the customer inputs their

card information as well as sent out with the product.

Specifically, this customer placed their order on 12/3/13. This is when they paid

the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since

we did not receive a request for cancelation and/or a returned product during the

allotted trial period, the customer was charged for the full-month’s supply on the

15th day, 12/17/13, when the trial period ended.

[redacted] contacted our company on 1/23/14 to cancel her subscription. Her

subscription was canceled but she was not issued a refund because this charge was

in accordance with the Terms and Conditions agreed to upon placing her order.

We are willing to send out Ms. [redacted] a complimentary bottle of NuvaLift and

provide a 50% refund for the misunderstanding.

Review: I ordered Nuvalift form their website and did not realize that I would be charged 84.74 if I did not cancel in 15 days. This is listed nowhere but in their terms and conditions section. Which I did not read. When I called to cancel I was not given any option to recoup the money that was charged me. I managed to get 30% of the cost refunded, but I feel that they should put this information where it is easier to see, as most people do not read the terms and conditions before moving on. And they were not very customer friendly when I called.Desired Settlement: More than the 30%, all of my money back would be great.

Business

Response:

Specifically, this customer placed their order on 4/3/14. This is when they paid the

initial $4.95 for shipping, and marks the start of their 14-day trial period. Since

we did not receive a request for cancelation and/or a returned product during the

allotted trial period, the customer was charged for the full-month’s supply on the

15th day, 4/17/14, when the trial period ended.

[redacted] contacted our company on 4/23/14 to cancel her subscription. Her

subscription was canceled and she was given a 30% refund of $25.46 at that time

and stated she was happy with that resolution.

We are willing to refund [redacted] the remaining $59.41 for the cost of the product,

however we stand by our policies and we would like to reiterate that our customers

accept the terms and conditions two separate times to process their orders. We state

the terms and conditions clearly. Terms and conditions are located on the website,

and should be read as they are there for a reason. Please refer to our website. http:/

/nuvalift.com

Review: I tried repeatedly to call the company within the 14 days to request no more product. They repeatedly got on and hung up after saying my name - which was weird. I am figuring they check your account and don't talk to you until after your 14 day trial because and they finally emailed me after the 14 days was over to say they charged my credit card and it was too late.

The product made my face turn really red and burned and itched.Desired Settlement: Refund the money they took from my credit card account and have better business practices .Like being available to cancel any more product. I wish I would have read the Revdex.com report sooner.

Business

Response:

January 14, 2015 Complaint ID: [redacted] We would like to acknowledge receipt of Ms. [redacted]’s complaint, and appreciate this opportunity to address it. Our customers are sent their initial full 30-day supply of NuvaLift to try for the first 14-days without charge. On the 15th day, if the customer has not contacted us via phone or email, they are automatically billed for the product in their possession and enrolled in our NuvaLift Preferred Customer Club, where they receive a monthly supply every 30 days thereafter. Nowhere on our website do we claim to offer a free sample, sample size, trial size, or free gift. We offer all customers a trial period to try our full sized product. At NuvaLift.com, we do not hide our Terms and Conditions in small, unreadable text or behind a hyperlink. They are disclosed directly on the ordering website at the bottom of the page in size 12 font, and are also highlighted in a large white box on the second page where the customer inputs their card information (please see image on page 2). The customer has to click “I agree to the Terms and Conditions” twice before the order is processed. If the customer does not “agree” to those terms, the order will not go through. On 12/12/14, this customer placed her order and paid the initial $4.95 for shipping and handling. This was also the start of her 14-day trial period. When we did not receive a request to cancel from the customer within that trial, her account was charged on 12/26/14 for the full price of the jar. We first heard from the customer on 12/29/14 via email to cancel. The account was cancelled, however because the customer was outside of the trial period, we were unable to offer her a refund for an open product. Our supervisor authorized a refund of $33.95 without requiring the customer to return the product to us and that refund was processed. We do apologize for the inconvenience and any miscommunication that may have occurred, and as a courtesy, would like to offer the customer the remaining $8.49 to bring the customer’s total refund to 50% of the retail value of NuvaLift. This refund will be processed upon receiving an email to [email protected] that a suitable resolution has been reached. Customer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our service. We do stand by our policies and would like to reiterate that our customers accept the Terms and Conditions two separate times before the order is processed. It is also the customer’s responsibility to contact us within that trial period if they are not satisfied with our product. Sincerely, NuvaLift Management

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,

[redacted]

Review: I purchased a sample of this cream for $2.99. I was billed through my checking account for $85.55 after I received the small sample jar. I was totally mortified since I am a retiree on a fixed income and this is the cost of my gas bill. When I talked to the person at###-###-#### she essentially said "To bad you did not read the rest of the disclaimer." This was absolutely not evident on the website nor did any such information come with the product. If I would not have caught this I would also be getting this automatically each month for $85! Can anything at all be done to rid senior women of this scam {which it truly is}.Desired Settlement: I want a refund of $85 {minus 2.99} PLEASE. PLEASE. I would also like an alert for other people so they don't get sucked in like I did. I thought I was smarter than this

Business

Response:

The customer has the ability to cancel at anytime by calling our Customer Support

Team or emailing [email protected]. If a customer needs to contact customer

service, the phone number is listed on nuvalift.com, the pamphlet, and the package

the product is shipped in. The terms are disclosed clearly on nuvalift.com where the

customer ordered their product. The customer has to also click "I agree to the terms

and conditions" twice before the order is processed. If the customer does not "agree"

to the terms, the order will not process. The terms and conditions are disclosed

directly on the ordering website, not only on the bottom of the first page, but also

highlighted in a large white box on the second page where the customer inputs their

card information as well as sent out with the product.

Specifically, this customer placed their order on 4/28/14. This is when they paid

the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since

we did not receive a request for cancelation and/or a returned product during the

allotted trial period, the customer was charged for the full-month’s supply on the

15th day, 5/12/14, when the trial period ended.

Ms. Pohorecki contacted our company on 5/16/14 to cancel her subscription. Her

subscription was canceled but she was not issued a refund because this charge was

in accordance with the Terms and Conditions agreed to upon placing her order.

We are willing to go ahead and refund the $84.87 for this complaint, however we

stand by our policies and we would like to reiterate that our customers accept the

terms and conditions two separate times to process their orders. We state the

terms and conditions clearly. Terms and conditions are located on the website, and

should be read as they are there for a reason. Please refer to our website. http://

nuvalift.com

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 only if I receive the full refund that they state they will make. I never pressed any button twice as to accepting their terms and conditions. I still feel this is a clever scam to collect 80+ dollars especially from senior citizens. The cream itself is worthless and probably is crisco-like. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I ordered the product Nuvalift. I ordered it on May 20th, and received it on May 23rd. The trial period was for 14 days. I tried the product and broke out with redness and a rash on my face I called the company to discuss the $84.99 I was charged for a product that broke me out. I spoke with the first representative who accused me of trying to get money back. I said that is not the case but I do expect something from a product that broke out my face. I asked for a supervisor. She only reiterated that I didn't cancel the product during the trial period of 14 days and there wasn't anything she could do. I stated, so if the product caused damage to my face, your company does nothing, she said yes, we don't do anything if our product does not work. I advised her that is the most unethical thing I have ever heard of. I said there are companies that will give you something back, partial credit or something. She said our company doesn't. I guess my main concern is a company doesn't care how their customer reacts to their product Nuvalift. I just wanted someone to care. Thank You.Desired Settlement: A partial refund.

Business

Response:

We would like to acknowledge receipt of [redacted]’s complaint and appreciate the opportunity to address it.

At AM Labs every customer is given the right to try their first 30-day supply of NuvaLift without charge for the first 14 days. After the 14-day trial period, if the

customer is dissatisfied with the product, they are to return the remainder postmarked for return within their 14-day trial period and also contact our Customer Support Team via email or phone to notify a request for cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter.

The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on nuvalift.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly

on nuvalift.com where the customer ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.

Specifically, this customer placed their order on 5/20/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period.

Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s

supply on the 15th day, 6/4/14, when the trial period ended. The customer contacted our company on 6/5/14 to cancel their subscription. Their subscription was canceled but they were not issued a refund because this charge was in accordance with the Terms and Conditions agreed to upon placing their order.

We apologize for the misunderstanding, and willing to go ahead and refund the $84.87 for this complaint. However we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We state the terms and conditions clearly. Terms and conditions are located the website, and should be read as they are there for a reason. Please refer to our website. http://nuvalift.com

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: being disabled and on a fixed income of 600 a month.. I did surveys online to make extra money...after a 45 min survey I was told I could receive a sample of nuva lift for just paying shipping and handling of 4.95 on 6/23/2014....today on 7/7/2014, they took an additional 84.87 out of my checking account causing me to be in the red....when I called them they said the print said I could return the product if disastified within 14 days..I didnt receive it until the 14th day....and now 3 days later they have charged me this amount and will not take the product back because it has been opened..how are you supposed to try something if you dont open it. I would like my money returned to me asap...this was false advertisingDesired Settlement: 84.87

Business

Response:

Please see attached.

We would like to acknowledge receipt of [redacted]’s complaint and appreciate the opportunity to address it.

At AM Labs every customer is given the right to try their first 30-day supply of NuvaLift without charge for the first 14 days. After the 14-day trial period, if the customer is dissatisfied with the product, they are to return the remainder postmarked for return within their 14-day trial period and also contact our Customer Support Team via email or phone to notify a request for cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter.

The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on nuvalift.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on nuvalift.com where the customer ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.

Specifically, this customer placed their order on 6/22/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 7/7/14, when the trial period ended.

Ms. [redacted] contacted our company on 7/7/14 to cancel her subscription. Her subscription was canceled but she was not issued a refund because this charge was in accordance with the Terms and Conditions agreed to upon placing her order.

We are willing to go ahead and refund the $84.87 for this complaint, however we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We state the terms and conditions clearly. Terms and conditions are located on the website, and should be read as they are there for a reason. Please refer to our website. http://nuvalift.com

Review: Subscribed to a 15 Day Trail offer of a face cream product for $4.95 on 6/1/2014.

Received notification from our credit card company that a fraudulent transaction of approximately $84.00 was being charged. They declined the transaction and contacted us. We were not aware of the purchase. We were charged the $4.95 and received the product as advertised.

Received a call from the company 6/27/14 informing us that if we didn't pay the approximate $84 charge, our account would be turned over to a collection agency. In the call we were informed that we purchases a 30 day supply. We have only received the one 15 day trial which has not been used.

My husband [redacted] actually made the transaction. My name is on the transaction that is why I completing this complaint.Desired Settlement: Approximate $84 removed from our account and nothing turned over to a collection agency. I have outstanding credit and do not want it tarnished. Any help or advice you can provide is appreciated. Thank you.

Business

Response:

Review: Offer from Nuvalift was a free sample or trial of their anti-aging face cream jsut pay the $4.95 shipping charge. Then found out they had charged my credit card the $4.95, plus $84.87 which I did not authorize. Upon calling nuvalift, they refused to reimburse me or apply credit card company the $84.87 and had me set up for monthly charges, again which I know nothing about. They agreed to stop future charges. See enclosed copy of invoice. I know you will notice the price column of $0.00 and order total of $4.95. Desired Settlement: Reimburse my credit card for $84.87. I agreed to $4.95 shipping charge.

Business

Response:

January 23, 2015Complaint ID: [redacted]We would like to acknowledge receipt of [redacted] complaint, and appreciate this opportunity to address it. Our customers are sent their initial full 30-day supply of NuvaLift to try for the first 14-days without charge. On the 15th day, if the customer has not contacted us, they are automatically billed for the product in their possession and enrolled in our NuvaLift Preferred Customer Club, where they receive a monthly supply every 30 days thereafter. Nowhere on our website do we claim to offer a free sample, sample size, trial size, or free gift. We offer all customers a trial period to try our full sized product. At NuvaLift.com, we do not hide our Terms and Conditions in small, unreadable text or behind a hyperlink. They are disclosed directly on the ordering website at the bottom of the page in size 12 font, and are also highlighted in a large white box on the second page where the customer inputs their card information (please see image on page 2). The customer has to click “I agree to the Terms and Conditions” twice before the order is processed. If the customer does not “agree” to those terms, the order will not go through. This customer began her trial when she placed her order on 11/26/14. During her trial period, we did not receive a request to cancel or a returned product, and so on 12/10/14, her account was charged for the full sized product she received. She contacted us on 1/2/14. During this call, her account was cancelled. Because her product was open, our Customer Support Representative was unable to offer a full refund. Instead she offered a 50% refund. The customer did not accept this amount and proceeded to file a dispute with her bank. We do apologize that the customer was not satisfied with our offer of a refund. However, since the customer did continue to file a dispute with her bank, her account with us has been frozen and we are unable to further assist her. Customer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our service. We do stand by our policies and would like to reiterate that our customers accept the Terms and Conditions two separate times before the order is processed. It is also the customer’s responsibility to contact us within that trial period if they are not satisfied with our product. Sincerely,NuvaLift Management

It works with daily use after some time but can't quit using it as skin goes back to deep wrinkles shortly after not using it daily.

Review: On or about November 20, 2014 I received an email from who I thought was “Walgreens”, it said complete a short survey and receive 2 gifts all you do is pay shipping. So I completed the survey and chose my two items, Lunar Sleep and NuvaLift and entered my credit card number for shipping and then waited. When I received the items all there was with it was a packing slip, some information about the product and a survey card to fill out and return to them for 2 jars for the price of one. I checked my checking account balance around 6:40 am on December 4, 2014 and noticed I had been charged $84.99 for the lunar sleep. So I called them and well, that’s another issue. Since I was charged for the Lunar Sleep I decided to enquire about the NuvaLift, I called them and explained about the gift and all and was told it was NOT a gift it was a trial something or another. We went around and around and they said I should have read the terms and conditions, I said IT WAS SUPPOSED TO BE A GIFT, who reads the mile long terms and conditions FOR A GIFT? It’s a scam is what it is and it should be illegal!!! I did send it back which cost me another $5.22 add that to the initial $4.95 and that’s what I feel I was cheated out of and that’s not counting the time I had to spend on the phone with them, my bank, and now this. It’s a racket and needs to be stopped!!! Thank you for your time and I hope you can help, I know it’s not a lot of money, but it’s the principle, this happens too much now days and it seems nobody is held responsible. Maybe if they have to start repaying people for their foolishness they’ll learn. Thank You.Desired Settlement: I want refunded the $10.17 they tricked me out of, they should have to reimburse me for my time as well, but I know that won't happen

Business

Response:

December 17, 2014 Complaint ID: [redacted] We would like to acknowledge receipt of Mr. [redacted]’ complaint, and appreciate this opportunity to address it. Our customers are sent their initial full 30-day supply of NuvaLift to try for the first 14-days without charge. On the 15th day, if the customer has not contacted us, they are automatically billed for the product in their possession and enrolled in our NuvaLift Preferred Customer Club, where they receive a monthly supply every 30 days thereafter. Nowhere on our website do we claim to offer a free sample, sample size, or trial size, only a trial period to try our full sized product. Many customers do find our product through third-party websites and surveys, as this customer did. However all customers are redirected to our secure website to place their order and this is where they are presented with the Terms and Conditions. At NuvaLift.com, we do not hide our Terms and Conditions in small, unreadable text or behind a hyperlink. They are disclosed directly on the ordering website at the bottom of the page in size 12 font, and are also highlighted in a large white box on the second page where the customer inputs their card information (please see image on page 2). The customer has to click “I agree to the Terms and Conditions” twice before the order is processed. If the customer does not “agree” to those terms, the order will not go through. This customer’s trial began when he placed the order on 11/20/14. On 12/4/14, before his trial was complete, the customer called us to cancel. He was told to return the product to us before 12/16/14 in order to cancel his account and prevent further billings. The product arrived back to us on 12/10/14 before he was billed, and he was cancelled out. We do apologize that the customer feels tricked, however the $4.95 that he paid for shipping and handling of that initial product is non-refundable, as stated in our Terms and Conditions. Please see the highlighted section in those Terms and Conditions listed below. Customer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our service. We do stand by our policies and would like to reiterate that our customers accept the Terms and Conditions two separate times before the order is processed. Sincerely, NuvaLift Mangement

Review: On December 16, 2013, I placed an order for a trial offer on the Nuva Lift Anti-aging cream. The email confirming my order specifically stated, "We consider the end date for your trial period to be 15 days after you place your order, which is 10 days plus 5 days for processing and transit. If after your 15 day trial period you wish to continue to receive NuvaLift, simply do nothing... To cancel automatic delivery and billing, call us at ###-###-#### or email us at [redacted] any time."

I placed the order on December 16, 2013, and cancelled it on December 31, 2013,which I assert is in compliance with the 15-day policy. (I probably should have cancelled even earlier, but I was trying to be fair and give the product as much time as possible before deciding it wasn't effective). I telephoned the company on Dec. 31st to cancel, but I was put on hold and then disconnected, so I emailed customer support later that day. The next time I checked my bank account, I discovered the company had charged me $84.87 on December 31st - the 15th day of my trial period. I telephoned the company immediately and after being disconnected once, was able to reach an actual person. She claimed the deadline was Dec. 30th and said she would cancel any future shipments but wouldn't refund the amount charged. I have since sent two emails to the company and have had no response whatsoever.Desired Settlement: The company should honor their 15-day trial period and credit my account for the $84.87 they charged me.

Business

Response:

At AM Labs every customer is given the right to try their first 30-day supply of

NuvaLift without charge for the first 14 days. After the 14-day trial period, if

the customer is dissatisfied with the product, they are to return the remainder

postmarked for return within their 14-day trial period and also contact our Customer

Support Team via email or phone to notify a request for cancelation. If the customer

keeps their 30-day supply after the 14 days, they are automatically billed for the

product in their possession on the 15th day and then enrolled in our NuvaLift

Preferred Customer Club where they are shipped out and billed for a fresh monthly

supply every 30 days thereafter.

The customer has the ability to cancel at anytime by calling our Customer Support

Team or emailing [email protected]. If a customer needs to contact customer

service, the phone number is listed on nuvalift.com, the pamphlet, and the package

the product is shipped in. The terms are disclosed clearly on nuvalift.com where the

customer ordered their product. The customer has to also click "I agree to the terms

and conditions" twice before the order is processed. If the customer does not "agree"

to the terms, the order will not process. The terms and conditions are disclosed

directly on the ordering website, not only on the bottom of the first page, but also

highlighted in a large white box on the second page where the customer inputs their

card information as well as sent out with the product.

Specifically, this customer placed their order on 12/16/13. This is when they paid

the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since

we did not receive a request for cancelation and/or a returned product during the

allotted trial period, the customer was charged for the full-month’s supply on the

15th day, 12/30/13, when the trial period ended.

[redacted] contacted our company on 1/7/14 to cancel her subscription. Her

subscription was canceled but she was not issued a refund because this charge was

in accordance with the Terms and Conditions agreed to upon placing her order.

We are willing to go ahead and refund the $84.87 for this complaint, however we

stand by our policies and we would like to reiterate that our customers accept the

terms and conditions two separate times to process their orders. We state the

terms and conditions clearly. Terms and conditions are located on the website, and

should be read as they are there for a reason. Please refer to our website. http://

nuvalift.com

Review: I was watching TV,saw an ad from Nuvalift about a cream. I t said free trial for $4.95. I ordered and received the cream. I was told nothing about a 15 day trial period, but on 5/12/14 $84.95 was taken from my account without my consent. I requested a refund and was denied . This cream does not work for me. It burnt my skin so badly the first time I applied it that I did not use it again. I think this is a scam and would like my money back. Can you help me.

Business

Response:

We would like to acknowledge receipt of [redacted] complaint and appreciate the opportunity to address it.

At AM Labs every customer is given the right to try their first 30-day supply of NuvaLift without charge for the first 14 days. After the 14-day trial period, if the customer is dissatisfied with the product, they are to return the remainder postmarked for return within their 14-day trial period and also contact our Customer Support Team via email or phone to notify a request for cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter.

The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on nuvalift.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on nuvalift.com where the customer ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.

Specifically, this customer placed their order on 4/19/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 5/3/14, when the trial period ended.

[redacted] contacted our company on 5/13/14 to cancel her subscription. Her subscription was canceled but she was not issued a refund because this charge was in accordance with the Terms and Conditions agreed to upon placing her order.

We are willing to go ahead and refund the $84.87 for this complaint, however we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We state the terms and conditions clearly. Terms and conditions are located on the website, and should be read as they are there for a reason. Please refer to our website. http://nuvalift.com

Review: On July 28 I order a free sample from Nuvalift on a pop- up on the internet that listed products that we're offering free samples. Some of the items were where you signed up for regular deliveries of their products. I read carefully and Nuvalift did not mention any need to cancel. My credit card alerted me about possible fraud and gave me Nuvalift 's telephone number. I called and canceled Aug. 12, 14. On my credit card statement received 9-11-14 there was a charge of $84.87 from Nuvalift. I called Nuvalift, they said I was 1 day late to cancel. Since I was one day late they could charge $84.87 for my free sample. I looked on Nuvalift web site and all this information was there that was not on the pop-up. They sucker people in on a pop-up and then point to their web site. I am 75 years old on a fixed income, now I have this bill to pay.

Business

Response:

We

would like to acknowledge receipt of Ms[redacted] complaint and appreciate the opportunity to address it.

At Nuvalift.com every

customer is given the right to try his or her first 30-day supply of NuvaLift

without charge for the first 14 days. After the 14-day trial period, if the

customer is dissatisfied with the product they are to contact our Customer

Support Team via email or phone to request cancelation. If the customer keeps

their 30-day supply after the 14 days, they are automatically billed for the

product in their possession on the 15th day and then enrolled in our NuvaLift

Preferred Customer Club where they are shipped out and billed for a fresh

monthly supply every 30 days thereafter. Nowhere on our website do we claim to

offer a free sample, only a trial period to try our product.

The customer has the ability to cancel at anytime by calling our Customer Support Team or

emailing [email protected]. If a customer needs to contact customer service,

the phone number is listed on www.nuvalift.com, the pamphlet they

receive with their product. The terms are disclosed clearly on www.nuvalift.com

where the customer ordered their product. The customer also has to click

"I agree to the terms and conditions" twice before the order is

processed. If the customer does not "agree" to the terms, the order

will not process. The terms and conditions are disclosed directly on the

ordering website, not only on the bottom of the first page, but also

highlighted in a large white box on the second page where the customer inputs

their card information.

Specifically, this customer placed their order 7/28/14. This is when they paid the initial $4.95 for shipping, and marks the start of

their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was

charged for the full-month’s supply on the 15th day, 8/11/14, when the trial period ended. The customer contacted us to cancel their subscription on 8/12/14. The

subscription was canceled at his time, but they were not issued a refund because the charge was in accordance with the Terms and Conditions agreed to

upon placing their order. The customer contacted our company again on 9/11/14 to inquire about the charge to her account.that process on 8/11/14, which was

for the original 30 day suppply that she received and kept for her personal use. Upon review of the calls from this day, we woud like to point out that our

agents made several attempts to explain our policies and assist the customer, but unfortunately the customer would not allow our agens to speak and find a

way to resolve the matter, and additionally she disconnected the call herself

during an explanation of the charge.

We apologize for the misunderstanding, and are willing to refund the $84.87 upon email

confirmation to [email protected] that a resolution has been reached.

However, we stand by our policies and would like to reiterate that our

customers accept the terms and conditions two separate times before the order

is processed.

Sincerely,

Nuvalift Management

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: I ordered a trial sample of this product and was under the impression that all I nneded to pay for was the $ 4.95 shipping and handleing. According to the fine print that I NEVER saw, you have 14 days (from when you placed your order) to tell them you do not like the product or they will charge you the full amount of what the "trial" is which was $ 84.87. Basically, with the winter storms and mail being delayed, even if I HAD seen the 14 day clause, I would not have had time to try the product. I read other complaints here and everyone seems to have the same problem. When I saw the charge on my account I called and was told they do not make refunds. Their site states "satisfaction guaranteed". When I asked about that, the employee said she needed to check with her supervisor. She returned to my call and basically restated the same bit about the 14 day time frame. I am accepting this as a huge mistake on my part but would like to state that their advertising of this free trial is misleading, unethical and basically a sleazy way to sell their product. I hope they go under.Desired Settlement: my card be credited

Business

Response:

We would like to acknowledge receipt of [redacted] complaint and appreciate the opportunity to address it.

At AM Labs every customer is given the right to try their first 30-day supply of NuvaLift without charge for the first 14 days. After the 14-day trial period, if the customer is dissatisfied with the product, they are to return the remainder postmarked for return within their 14-day trial period and also contact our Customer Support Team via email or phone to notify a request for cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter.

The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on nuvalift.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on nuvalift.com where the customer ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.

Specifically, this customer placed their order on 1/28/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 2/11/14, when the trial period ended.

[redacted] contacted our company on 2/20/14 to cancel her subscription. Her subscription was canceled but she was not issued a refund because this charge was in accordance with the Terms and Conditions agreed to upon placing her order.

We are willing to go ahead and refund the $84.87 for this complaint, however we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We state the terms and conditions clearly. Terms and conditions are located on the website, and should be read as they are there for a reason. Please refer to our website. http://nuvalift.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]nd 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,

Same as the other people here. I didn't read the fine print. Though I had won something. What a scam!!