Pro Green Coffee

December 19, 2014 Complaint ID: [redacted]
class="">  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 Pro Green Coffee 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 Pro Green Coffee Preferred Customers 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 out full sized product.   At ProGreenCoffee.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 on 11/20/14 when she placed her order with us. We heard from her on 12/5/14, which was after her trial period was over and after she had been charged $87.73 for the product she still had. Our Customer Support Representative was able to offer her a refund of 50% of Pro Green Coffee’s retail value. The customer accepted this offer and was told she did not need to return the product to us. That refund was processed on 12/5/14.   We do apologize for any misunderstandings and are unfortunately unable to offer the customer a full refund due to the fact that her product is open. 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,

Review: I ordered a bottle (30 supply) Pro green Coffee FREE Trial on 08/01 thru an advertise on Facebook which stated that I only have a minute or so to complete my order to qualify for the free trial and ONLY have to pay $4.95 for shipping.

I received the product , used it.. and very disappointed.. did not worked at all... but that is not the point... I noticed on my statement account that I was charged $87.75 for the product after 14 days

I called customer service on the very next morning and was told that they will not refund my money, because there is a Term and Conditions somewhere on the web.. and I agree to be charged the 87 dollars...

Within a minute there is no way you can read everything on a webpage..and I am sure I DID NOT press any : " I Agree" button to be charged 87 dollars for a product they stated is FREE (pay just shipping 5 dollars) , I believe this is a scam...very disappointingDesired Settlement: all I want is my money back please! my $87.75 that I did not agree to pay.. I ONLY agree with $4.95 shipping

Business

Response:

Complaint

ID: [redacted]

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

At ProGreenCoffee.com

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

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 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 ProGreenCoffee 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 www.progreencoffee.com, the pamphlet, and the package the

product is shipped in. The terms are disclosed clearly on www.progreencoffee.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 as well as sent out with the product.

Specifically, this customer placed their order 8/1/14. 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, 8/15/14, when the trial period ended. Unfortunately,

the customer did not contact our company until 9/6/14

to cancel their subscription. 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.

We apologize for

the misunderstanding, and are willing to refund the $87.73 for this complaint

upon email confirmation sent 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 on our website to process their orders.

Sincerely,

ProGreenCoffee

Management

Review: I signed up for free trial for a 30-day supply of Pro Green Coffee + $4.95 shipping. They use social media/Internet ads to get you to sign up...I did not see a clear term of their service when I authorized the charge. I received no email confirmation, nor any additional explanation of recurring charges when I received the product. Two weeks later I was charged $87.73. I called Pro Green Coffee to dispute the charge & they told me that clearly I did not read the terms/conditions, that they will fight my dispute & win because they have the terms/conditions written down somewhere. Yes, it is on their website, but note that you CANNOT order through their website [redacted]. Instead, another vehicle was used to gain my order & during the order process I did not see anything about the $87.73 charge or 14 day cancellation; it is NOT clearly available or noticeable to the unsuspecting consumer. I believe this is a way to rip people off by making the terms/conditions difficult to see during the ordering process, but in order to validate their business practice, they list the terms/conditions on their website where you CANNOT place an order. This, to me, is an example of a scam, and I have been scammed.Desired Settlement: I would like my $87.73 refunded to me. I would like the business to be reprimanded for that practice, & I want consumers to be warned so they do not fall into the same trap.

Business

Response:

Please see the attached document for our response. February26, 2015ComplaintID: [redacted] Wewould like to acknowledge receipt of Ms. [redacted]’s complaint, andappreciate this opportunity to address it. Our customers are sent their initialfull 30-day supply of Pro Green Coffee to try for the first 14 days withoutcharge. On the 15th day, if the customer has not contacted us, theyare automatically billed for the product in their possession and enrolled inour Pro Green Coffee Preferred Customers Club, where they receive a monthlysupply every 30 days thereafter. Nowhere on our website do we claim to offer afree sample or a trial product, only a trial period to try out full sizedproduct. AtProGreenCoffee.com, we do not hide our Terms and Conditions in small,unreadable text or behind a hyperlink. They are disclosed directly on theordering website at the bottom of the page in size 12 font, and are alsohighlighted in a large white box on the second page where the customer inputstheir 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. Ifthe customer does not “agree” to those terms, the order will not go through. Thiscustomer began her trial period on 1/26/15. This was when she paid $4.95 forshipping and handling. On 2/9/15, the customer’s trial period was over andsince we did not receive a request to cancel within those two weeks, heraccount was charged for the product in her possession. Wereceived a call from the customer on 2/18/15. Her account was cancelled at thispoint and she was reminded of our Terms and Conditions, which were agreed to atthe time the order was placed. Our Customer Support Representative explainedthat we do not accept returns outside of the trial period and that we areunable to offer the customer a refund. Weregret that we are cannot refund the customer, but we can assure her that theaccount has been successfully cancelled. We apologize for any misunderstandingsand are unfortunately unable to offer the customer a full refund due to thefact that her product is open. Customer satisfaction is very important to us, andwe are continuously striving to streamline and perfect the quality of ourservice. However, we do stand by our policies and would like to reiterate thatour customers accept the Terms and Conditions two separate times before theorder is processed. Sincerely,ProGreenCoffeeManagement

Review: I ordered and then received the product on 12-1-14. There is a 14 day trial period. I tried it for 13 days and contacted the company on 12-13-14. Confirmation number [redacted]. Then on 12-16-14 I saw they took the money out of the bank $87.73. I called the company again and gave them my confirmation number and they are saying my 14 day trial period started the day that I ordered the item. I said how can I tell if it works if I do not have the product. They said that is how they do it. This is not right and is deceiving to the public. I made a point to mark my calendar to make sure I cancelled in the right time frame.Desired Settlement: They need to put in bigger print that the 14 day trial starts the day you order it not when you receive it. This is very deceiving and not right.

Business

Response:

December 24, 2014 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 Pro Green Coffee 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 Pro Green Coffee Preferred Customers 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 out full sized product. At ProGreenCoffee.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 11/26/14, and this was the date that her trial period began. We begin the trial on the date the order is created as shipping times may vary and we have no way of knowing when the product arrives to the customer. It is the customer’s responsibility to contact us if the product does not arrive within the week. In those instances, we are more than happy to extend the end trial date to reflect that delay. We did not hear from the customer during the trial period and on 12/10/14, her account was charged for the bottle she had. When the customer called us on 12/13/14, her account was cancelled. There was no mention of a refund during that call. On 12/16/14, she called again regarding the charge on her account. Our Customer Support Representative explained the Terms and Conditions to her, however the customer disconnected the call before they could discuss a refund. To proceed with a refund, we ask that the customer contact us at ([redacted] or at [redacted]. Our hours of operation are from Mon-Fri between 8am-4pm PST and on Saturdays from 8am-12pm PST. We do apologize for any misunderstandings. 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, ProGreenCoffee Management

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.

Their proof says if not cancelled in 14 day trial period. Does not say the trial period starts when it is shipped. They can track a shipment to know when a person receives it by having package signed for. Also they are miss informed I asked the lady numerous times that I wanted my money put back in my account and she kept on saying "NO" due to their policy I had the product over 14 days. Then she asked me about if I had the wrapping around the lid of the bottle and if the bottle was not opened then they possibly could give me a refund. I just want my refund. I already contacted them once. They have my account information where they took the money out just put the money back in my account that is when this will be resolved. I do not understand why I have to call them again just put the money back in my account.

Regards,

Business

Response:

We would like to apologize again for Ms. [redacted]’s experience with Pro Green Coffee. Our Customer Support Representative Supervisor spoke with the customer and they were able to come to a satisfactory resolution. Sincerely, ProGreenCoffee Management

Review: I ordered a 14 day free trial which was shipped to me in July 14, arriving July 16.

I attpted to cancel any subscription today, but was told it was too late and that my 14 days started the day I placed the

Order, even though I did not have the product to try.

I was told I would be charged $87 anyway and that they would not be willing to refund that charge. I was told it is "not our job to babysit every customer" to make sure the customer received the product and know when their 14 days is up.

My 14 days is not up until tomorrow. And I would like my money returned and this company should not be selling products or get away with scamming people like this.

I paid the initial $4.95 for the shipping of the free 14 day trial.

My checking account has already been charged $87 additional and my 14 days is not up.

Your assistance is appreciated.

Kindest regards. [redacted]Desired Settlement: Full refund. I am willing to return the product if needed.

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 www.progreencoffee.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on www.progreencoffee.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 as well as sent out with the product.

Specifically, this customer placed their order on 7/13/14. 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, 7/27/14, when the trial period ended. The customer unfortunately did not contact our company until 7/29/14 to cancel their subscription. The 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. Addtionally, notes in this customer’s account state she did not ask for a refund when speaking to our Customer Service Representative.

We apologize for the misunderstanding, and are willing to refund the $87.73 for this complaint upon email confirmation to [redacted]om 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 on our website to process their orders.

Sincerely,

ProGreenCoffee Management

Review: Pro Green Coffee does not provide their customers with clear, readily accessible information as to the cost of their products, terms and conditions of their product, or the return policy. While the information is presented to you when you order the product it is not included when you receive confirmation of your order via email nor when your order arrives. Unless you call the company (and you may have long hold times, be told the business is closed, or have your call dropped) you are not told the terms and conditions. For example, my invoice indicated that I was charged $4.95 for a 14 day trial (they send you 30 days worth). No where on the invoice or on your order confirmation do they tell you that they will charge you an additional $87.73 for the product. No product should be allowed to be shipped out to a customer without including information as to the true product cost, terms and conditions, or how to make a return. I returned the product comepletly sealed and unused and am being told that I will not get a refund. I would like to speak to a company representative and be refunded the cost of the product, especially when I returned (postmarked 8/8/2014 and delivered 8/11/2014) it less than 30 days from the time that I placed the original order (7/23/2014). How can a trial period be allowed to begin prior to a product/service even being provided? How can you be charged for future goods and services without being provided the terms and conditions as part of your order/records? I was charged $4.95 for a 14 day trial that began the day I ordered 7/23/2014. I understand that this was the shipping cost. I was charged an additional $87.73 8/8/2014. I would like a refund for $87.73 for the product that I retunrned at my cost completely sealed and unused. Neither my order confirmation nor the invoice that came with the product told me any information whatsoever about future costs, the return policy or process. The company should not be allowed to do that!Desired Settlement: I was charged $4.95 for a 14 day trial that began the day I ordered 7/23/2014. I understand that this was the shipping cost. I was charged an additional $87.73 8/8/2014. I would like a refund for $87.73 for the product that I retunrned at my cost completely sealed and unused. Neither my order confirmation nor the invoice that came with the product told me any information whatsoever about future costs, the return policy or process. The company should not be allowed to do that!

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 www.progreencoffee.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on www.progreencoffee.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 as well as sent out with the product.

Specifically, this customer placed their order 7/23/14. 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, 8/6/14, when the trial period ended. The customer contacted our company on 8/12/14 to cancel their subscription. On this day, the customer stated she had returned the procuct to us, however we had not received anything and therefore were unable to negotiate any type of refund. The subscription was canceled at his time, but they were not issued a refund as the charge was in accordance with the Terms and Conditions agreed to upon placing their order.

On 8/14/14 we received the returned product, but it was postmarked on 8/8/14, which was outside of the customer’s trial period that ended on 8/6/14. For this reason, we were still unfortunately unable to issue a refund in accordance with our terms and conditions.

We apologize for the misunderstanding, and are willing to refund the $87.73 for this complaint 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 on our website to process their orders.

Sincerely,

ProGreenCoffee 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.

I very much appreciate the efforts of the Revdex.com.

Regards,

Review: When online ordering another product, Pure Slim garcinia, this product was offered as a "free gift" when you pay for separate shipping of $4.95. I processed my card for the shipping. The company then signed me up for a month subscription after billing me $87.73 for the "FREE GIFT" after a 14 day trial period was over. I was not aware that it was a trial period. The item was presented as a "FREE GIFT"Desired Settlement: I would like to have a full refund for my "FREE GIFT"

Business

Response:

December 19, 2014 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 Pro Green Coffee 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 Pro Green Coffee Preferred Customers 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 out full sized product. At ProGreenCoffee.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 on 11/20/14 when she placed her order with us. We heard from her on 12/5/14, which was after her trial period was over and after she had been charged $87.73 for the product she still had. Our Customer Support Representative was able to offer her a refund of 50% of Pro Green Coffee’s retail value. The customer accepted this offer and was told she did not need to return the product to us. That refund was processed on 12/5/14. We do apologize for any misunderstandings and are unfortunately unable to offer the customer a full refund due to the fact that her product is open. 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,

Review: I purchased a 14 days trial for $4.95 which states it is a 30 days supply. I placed this order on July 22 and received the package 4 days later. I called on August 7, 2014 (which was 16 days after the order) to cancel this membership and was given a cancellation number of 287027C. When I checked my credit card immediately following this call my card showed I was being charged for $87.73. I believe this is a misrepresentation of their 14 day trial add. I was not able to use the product for 14 days. An advertisement stating trial should be from when I can actually use the product. When I called to cancel I was not told I was going to be charged anything.Desired Settlement: I would like my membership/order cancelled and my credit card refunded.

Business

Response:

Thank you for contacting Pro Green Coffee Customer Support. Someone from our Customer Support Team will respond to your email within 24- 48 hours. For faster service you may reach one of our Customer Support Team Representatives at (877) 872-2161 Mon-Fri 8am-4pm and Saturdays 8am-12pm Pacific Standard Time.

Sincerely,

Pro Green Coffee

https://www.progreencoffee.com/

Thank you for contacting Pro Green Coffee Customer Support. Someone from our Customer Support Team will respond to your email within 24- 48 hours. For faster service you may reach one of our Customer Support Team Representatives at (877) 872-2161 Mon-Fri 8am-4pm and Saturdays 8am-12pm Pacific Standard Time.

Sincerely,

Pro Green Coffee

https://www.progreencoffee.com/

Review: I ordered a 30 day free trial of the product with a 4.95 shipping charge that I authorized with my credit card. One month later I received another shipment with a 87.73 charge which I did not authorize. The company is telling me that I had 14 days to let them know to cancel the order, which I was not aware of. They will not refund my money even if I return the product.Desired Settlement: I would like to receive a refund of 87.73 for the product I did not authorize shipment of.

Business

Response:

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

At ProGreenCoffee, every customer is given the right to try his or her first 30-day supply of ProGreenCoffee 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 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 ProGreenCoffee 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 www.progreencoffee.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on www.progreencoffee.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 as well as sent out with the product.

Specifically, this customer placed their order on 5/24/14. 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, 6/7/14, when the trial period ended. The customer contacted our company on 7/11/14 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 are willing to refund the $87.73 for this complaint upon confirmation a resolution has been reached. 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.

Sincerely,

ProGreenCoffee Management

Review: I was only interested in the FREE sample for $4.95. Then my card was changed eighty something dollars because they state I agreed to pay this within 14 days, if not cancelled.I do not remeber seeing this cause I would have never agreed to this. The advertisment is very deceiving. I also offered to return the product and they refused. They refused any kind of settlement. Since when can you not return something? I did not even have the product for 14 days, I did not get it til the 18thDesired Settlement: I would just like a refund on my card, I will return the merchandise.

Business

Response:

At ProGreenCoffee.com every customer is given the right to try his or her first 30-day supply of ProGreenCoffee 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 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 ProGreenCoffee 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 www.progreencoffee.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on www.progreencoffee.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 as well as sent out with the product.

Specifically, this customer placed their order 7/10/14. 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, 7/24/14, when the trial period ended. Unfortunately, the customer did not contact our company until 7/28/14 to cancel their subscription. Their 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.

We apologize for the misunderstanding, and are willing to refund the $87.73 for this complaint 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 on our website to process their orders.

Sincerely,

ProGreenCoffee Management

Review: On Feb 23, 2015, I received an unexpected charge of $87.73 to my credit card from this company. We put a hold on the charge with our bank and I called the company. Upon calling Pure Slim I discovered that I had misunderstood the verbiage on their website. While I thought I was getting a 30-day free trial of Pure Slim and Pro Green what I actually signed up for was 30-days of product with a 14-day trial/cancel opportunity (and the 14-day clock begins the moment they accept the order, not when you receive the product). I offered to return the unused portion of the product for partial credit and the fellow at Pure Slim told me not to return the product and that there would be no refund. I accepted that I had unwittingly signed up for more than I had bargained for. The fellow on the phone assured me that both products were now cancelled and I would receive no more shipments of product. I paid the bill and considered it a lesson learned. On Mar 31, 2015, I received another shipment of Pro Green (and a corresponding charge of $87.73). I called Pro Green to remind them that I had cancelled this product a month ago and to arrange a return and refund. I was told that they had no record of my call of the month prior and that they had a "No returns. No refunds" policy in place. The woman told me that I did not call because her computer had no record of my call. Having just had this conversation with Pure Slim I chose not to press the issue. Alison and she gave me a cancellation number and assured me that this service was now cancelled and I would receive no more shipments of product. I am frustrated that the first call was insufficient to cancel this product. I am distressed at the cost of the product (I would never have signed up for something so expensive for even a one time charge, let alone a monthly recurring one!).Desired Settlement: I want Pro Green to accept the return of this merchandise that should never have been shipped to me and to refund the $87.73 that they charged. I also want to never see another shipment or charge from them again.

Business

Response:

April

13, 2015Complaint

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 Pro Green Coffee 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 Pro Green Coffee Preferred Customers 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 out full sized

product. At

ProGreenCoffee.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 period on 2/9/15 and it ended on 2/23/15. We did not

receive a request to cancel within this time period. At this time, her account

was charged for the retail value of the product in her possession and she was

enrolled in our monthly subscription program. On 3/25/15, she was sent a second

product. We

first received a call from the customer on 4/2/15. During this call, her

account was cancelled and our Customer Support Representative explained our

Terms and Conditions. The customer was made aware that she was calling outside

of her trial period and that she was ineligible for a refund. We

apologize for any confusion that may have occurred. While we do advertise with

companies such as Pure Slim Garcinia, we are different companies. The customer

may have called Pure Slim Garcinia to cancel her account with them, however we

did not receive a cancellation request until 4/2/15. Although

we are unable to issue a refund, we would like to offer a complimentary bottle

as a courtesy for the misunderstanding. This will be sent out once we receive

an email to [redacted]. We can assure her that the

account has been successfully cancelled. 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,ProGreenCoffee

Management

Review: This company with the true $87 from my bank account without authorization. I agreed to try their product and only pay the cost of shipping for five dollars. The now said within two weeks if I did not call they would charge me the full price of the item. I did not want it at all nor did I authorized him to charge me $87. I tried calling many times with no answer and finally got through via email. The person on the other end was of no help and I absolutely refuse to give me my full refund even though I was unhappy with the product and the service in which was given to me. I feel like this was a bait and switch advertisement and it is a scam that steals peoples money.Desired Settlement: All I want is my $87 refund. They should also change their advertisement so it makes it easier for people to see how much of a scam they are and stop bating people into paying almost $90 for pills.

Business

Response:

March3, 2015ComplaintID: [redacted] Wewould like to acknowledge receipt of Ms. [redacted]’s complaint, andappreciate this opportunity to address it. Throughout our email correspondencewith the customer, she stated that she had filed a dispute with her bank overthe charge, and so her account with us has been frozen. Weapologize for any misunderstandings. Customer satisfaction is very important tous, and we are continuously striving to streamline and perfect the quality ofour service. However, we do stand by our policies and regret that we are unableto assist this customer further. Sincerely,ProGreenCoffeeManagement

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.

They still will not return my money and are completely ignoring the issue.

Regards,