Radiancy, Inc.

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

Dear Revdex.com:
We are writing in response to the customer’s
complaint. Due to the nature of the
complaint, the customer’s account has been reviewed
We understand that the customer did
not receive her
return labels and then was given the incorrect address to return. Additionally, we understand the customer did
not receive a supervisor call back when she requested it. These errors have been reviewed and addressed. We sincerely apologize to the customer for
any inconvenience this may have caused.
We appreciate the customer bringing this to our attention as we are
constantly reviewing our procedures to ensure the highest level of customer
service
The customer did return the package to us and paid her
own shipping. We will be happy to refund
the customer the amount she paid to return the unit. Please have the customer call us at the
number below for the correct fax number to fax her receipts to
The customer’s package was received in the warehouse and
a full refund was processed on February **, 2014. She was refunded for her three payments: $110.14,
$and $94.46. If the customer has
not received her refund, please have her contact us and we can give her the
settlement time and date to help the bank locate it
Again, we sincerely apologize for the customer’s
inconvenience. Please feel free to have
the customer contact us at ###-###-####, Monday through Friday, between
the hours of 6a to 6p (PST) for further assistance.
Thank You,
*** ***
*** ***

DearRevdex.com: Weare in receipt of your inquiry and appreciate you reaching out directly to usto help resolve our mutual customer’s concern Wework very hard to make sure that our shopper’s experience is a good one, and
weappreciate any and all feedback. As astandard operating procedure, we conduct an extensive review and qualityassurance process prior to a website going “live.” We maintain this process in an on-going basisto ensure that the terms and conditions, as well as payment plans, are clearlystated for the viewer. Our goal is tomake sure that our visitors turn into well-informed buyers When anorder is placed, the customer will see that the total due today is disclosedand the payment terms (if applicable) are also disclosed. Please note that this information is providedon the same landing page, as the page that the credit card information isentered. We do this because we want ourcustomers to see their full financial obligation at the time (and preferablyprior to) entering the credit/debit card information and proceeding with theirorder Oncethe customer has entered payment information, and has clicked through to completetheir shopping experience, the website will show that the order has beensubmitted, and the customer will receive an order confirmation email withcomplete details on how they can reach customer service Thecustomer placed his order on December *, 2014, and was given the terms andconditions, as well as the day Money Back Guarantee (MBG) when he placed theorder online. The customer called our customer service linea few minutes after the order was placed to cancel the order. The agent told the customer that the orderhad not showed up in our system and that it takes 24-hours for the order toshow. The agent took the customersinformation and told him he would look for the order. If he was not able to find the order, hewould not call the customer back. The customeragreed and the agent did not call the customer back. Trackingindicates that the package was delivered to the customer. Additionally, the customer filed a chargebackon April * that was found in our favor. Wehave not received a return from the customer and on March **, the customer wasplaced in collections for $193.31. Wewill be happy to remove the customer from collections if he returns his no!no!or pays his debt owed. We cannot refundthe customer because he is outside of the Money Back Guarantee. Wesincerely apologize to the customer for any inconvenience. We welcome any questions that he mayhave. Please feel free to contact us at###-###-####, Monday through Friday, between the hours of 6a to 6p (PST)for further assistance. Thankyou, ***
***RadiancyTeam

Dear Revdex.com:
We are writing concerning the customer's complaint
regarding his *** order. We understand
he purchased the no!no! from *** and is in collections. We sincerely apologize to the customer for
any
inconvenience
At this point, the customer would need to pursue action
with the *** seller or by contacting *** directly There is, unfortunately, no way for us to
prevent listings on *** We encourage
customers who have been victims of *** seller fraud to bring up the
transaction page from their summary page and click on the "Report
item" link
We will be happy to remove the customer from collections
on our side. Please ask the customer to
send us his receipt showing he made the purchase from ***. Please have him call the number below for the
address or fax number to send this receipt to
Again, we sincerely apologize to the customer. Please have the customer contact us at
###-###-####, Monday through Friday, between the hours of 6a to 6p (PST)
if he needs further assistance.
Thank you,
*** ***
*** ***

Dear Revdex.com:
We are writing in response to the customer’s complaint
stating that she has not received her refund.
We sincerely apologize to the customer for any inconvenience
The
customer placed an order for two No!No! units on
April *, 2014, and was charged $326.54. The
customer agreed to three payments of $for the first unit. One payment of $was charged the day of
the call. She was also charged $
for the second unit which had to be paid in full at the time she placed the
order, as well as a shipping fee of $14.95.
On April **, she called our customer service department
to return one unit. The returned unit
was received in our warehouse on May * Since she had already paid $326.54, the system
refunded $so the customer paid in full for the unit she kept and the remaining
payments were canceled
The second unit was received in the warehouse on May
**. The customer’s refund of $was
processed on May **, 2014, to the card on file.
To assist in locating the refund, the Transaction ID is *** and the Settlement Date and Time are **-May-22:19:
EDT. Please have the customer give this
information to the bank in order to locate it.
Additionally, we reached out to the customer on July *
regarding this and a voice message was left for her. Please feel free to have the customer contact
us at ###-###-####, Monday through Friday, between the hours of 6a to 6p
(PST) for further assistance.
Thank You,
*** ***
*** ***

Refused to contact me regarding how to return the NoNo for full money back guarantee I explained that I had tried the product religiously for the days (I even watched the time frame carefully having read previous issues) - had no areas hair free (at any time) and that I simply wanted my refund No responses to telephone or email correspondence

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because I am still waiting on the return label from the companyI WAS NOT aware of the full price, and when I did talk to the person taking the order, and he told me it was going to be paymentsI told him I DID NOT want the item, and not to process itHe did anyways, and to me when you are told NO I DON"T WANT ITYou don't become rude, and place the order anywaysI will return the product as soon as I get the label
Thank you
*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear Revdex.com:
We are writing concerning the customer's complaint
We understand that the customer claims an order was placed but someone
else’s billing information was used and now she is in collections. Due to
the nature of the complaint, the
customer’s account has been reviewed
The customer’s order was placed online on June **,
2013. We sincerely apologize that the customer
was not sent a return label to return. We
will be happy to give the customer a label to return her unit. Once we receive the unit in the warehouse, we
will remove the customer from collections.
Please have her call us at the number below for a return label
Again, we sincerely apologize for any inconvenience. Please have the customer contact us at
***, Monday through Friday, between the hours of 6a to 6p (PST)
for further assistance.
Thank you,
*** ***
*** ***

Dear Revdex.com,
We are writing to you in response to complaint # [redacted].
We spoke to [redacted] on 4.**.14 and provided return instructions as well as a pre-paid return label in order to return his product.
Thank you,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:The No No company has never sent me a prepaid label to return their product so how can they expect me to pay for the shipping when I cancelled the order minutes after it was ordered because of their misleading advertisement that indicated a one time charge for $111. In the company's reply they have admitted that I contacted their Customer Service to cancel the order but now say they could not find the order but yet shipped it out anyway. How convenient and confusing this statement is. Also, I do understand their statement of a "charge back" in their favor as my credit card company refunded me the initial charge of $111 and have not allowed the No No company to bill my credit card for any other unauthorized charges. I do not know what this company is trying do here. As I have stated before, if they what their product back they need to send me a prepaid label and they must stop any collections if they do not want me to proceed with a consumer complaint. 

 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

Again I say the written guarantee should trump what you are told in the sales call. I sent a copy to the Revdex.com and there is nothing that indicates that I have to keep it for 45 days. Also, I specifically asked when I called to return it if I should just hang on to it for 45 days, if that would make a difference. I was not given a direct answer. They should provide the transcript of the call.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

[Your Answer Here]
 This product does not work as advertised. don't want either one that was shipped. Commercial says money back and shipping and handling free if NOT FULLY SATISFIED . I  am not satisfied at all.. She has used this product and it does not remove all the hair.. We are not satisfied with product.. Just send us a return box that is prepaid shipping and refund my money... this will end our business with you and we will not have to blog about how you treat customers with your false advertising and guarantees....
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

DearRevdex.com:  Weare in receipt of your inquiry and appreciate you reaching out directly to usto help resolve our mutual customer’s concern.  Wework very hard to make sure that our shopper’s experience is a good one, and...

weappreciate any and all feedback.  As astandard operating procedure, we conduct an extensive review and qualityassurance process prior to a website going “live.”  We maintain this process in an on-going basisto ensure that the terms and conditions, as well as payment plans, are clearlystated for the viewer.  Our goal is tomake sure that our visitors turn into well-informed buyers.  When anorder is placed, the customer will see that the total due today is disclosedand the payment terms (if applicable) are also disclosed.  Please note that this information is providedon the same landing page, as the page that the credit card information isentered (please see attached screen shot). We do this because we want our customers to see their full financialobligation at the time (and preferably prior to) entering the credit/debit cardinformation and proceeding with their order.  Oncethe customer has entered payment information, and has clicked through to completetheir shopping experience, the website will show that the order has beensubmitted, and the customer will receive an order confirmation email withcomplete details on how they can reach customer service.  Thecustomer placed her order on May **, 2015, and was given the terms andconditions, as well as the 60 day Money Back Guarantee (MBG) when she placedthe order online.  Under the Guarantee,the customer has 60 days to return the unit for a refund of the purchaseprice.  If the customer keeps the unitfor at least 45 days of the 60 days, we will return shipping both ways andrefund the product price.  The customer’spackage was delivered to her on May **, 2015, and her MBG ends on July **, 2015.  The customer has not contacted us about her order. Wesincerely apologize to the customer for any inconvenience.  We welcome any questions that she mayhave.  Please feel free to contact us at###-###-####, Monday through Friday, between the hours of 6a to 6p (PST)for further assistance. Thankyou, [redacted]
[redacted]RadiancyTeam

Dear
Revdex.com:
 
Roman','serif';">We
are writing concerning the customer's complaint because he would like to return
his no!no! device.  Due to the
escalation, his account has been reviewed. 
 
The
customer placed the order on December [redacted], 2013, online and was given our 60 day
Money Back Guarantee (MBG) when he placed her order.  Under the Guarantee, the customer has 60 days
to return the unit for a refund of the purchase price.  If the customer keeps the unit for at least
45 days of the 60 days, we will refund return shipping both ways and refund the
product price.  This information was also
included on the packing slip when the customer received his package.  For reference, I have attached a copy of a
sample packing slip.
 
The
customer’s MBG ended on February **, 2014. 
On February **, the customer called our customer service line to return
and was told she was outside the MBG.
 
As a
courtesy to the customer, we will allow him to return for a full refund and we
will be happy to send him a return label so he can return his unit.  Please have the customer call us at the
number below to request a return label. 
Once we receive the unit in the warehouse, we will process a full
refund, including shipping. 
 
We
sincerely apologize to the customer. 
Please have the customer contact us at [redacted], Monday through
Friday, between the hours of 6a to 6p (PST) for further assistance.
 
Thank
you,
 
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
I accept that they will accept the return.  However, I emailed the customer service dept several times prior to August **, 2013 in the section on their website for customer support from which I did not receive any response.  Then I found the other email address which I began emailing.  I did contact the customer service a few times by phone and the reception was poor and I could not hear and hung up.  The time I spoke with someone they were very rude and would not acknowledge that I had sent multiple emails.

Dear Revdex.com:
We have successfully received the Ebay sellers information. As a result, we have remove [redacted] from collections to ensure that she no longer receives any further communication regarding this matter.
 
We sincerely apologize for any inconvenience.  Please have the customer contact us at[redacted], Monday through Friday, between the hours of 6a to 6p (PST) for further assistance. 
 
Thank you,
 
[redacted]

DearRevdex.com:  Weare in receipt of your inquiry and appreciate you reaching out directly to usto help resolve our mutual customer’s concern.  Wework very hard to make sure that our shopper’s experience is a good one, and...

weappreciate any and all feedback.  As astandard operating procedure, we conduct an extensive review and qualityassurance process prior to a website going “live.”  We maintain this process in an on-going basisto ensure that the terms and conditions, as well as payment plans, are clearlystated for the viewer.  Our goal is tomake sure that our visitors turn into well-informed buyers.  When anorder is placed, the customer will see that the total due today is disclosedand the payment terms (if applicable) are also disclosed.  Please note that this information is providedon the same landing page, as the page that the credit card information isentered.  We do this because we want ourcustomers to see their full financial obligation at the time (and preferablyprior to) entering the credit/debit card information and proceeding with theirorder. This information was sent to the customer in a previous email. Oncethe customer has entered payment information, and has clicked through to completetheir shopping experience, the website will show that the order has beensubmitted, and the customer will receive an order confirmation email withcomplete details on how they can reach customer service.  Thecustomer placed his order on September **, 2015, and was given the terms andconditions, as well as the 60 day Money Back Guarantee (MBG) when he placed theorder online.  Under the Guarantee, thecustomer has 60 days to return the unit for a refund of the purchaseprice.  If the customer keeps the unitfor at least 45 days of the 60 days, we will return shipping both ways andrefund the product price.  The customer’spackage was delivered to him on September **, 2015, and his MBG will endNovember **, 2015.  Additionally,we received our first email from the customer on September **, and responded tohim on September **.  At this point, thepackage had already shipped to him.  Wesincerely apologize to the customer for any inconvenience this may have caused. Wereached out to the customer today to give him instructions to return and hewill be refunded once we received his Kyrobak in the warehouse.  We welcome any questions that he mayhave.  Please feel free to contact us at###-###-####, Monday through Friday, between the hours of 6a to 6p (PST)for further assistance. Thankyou, JulieL[redacted]RadiancyTeam

Dear Revdex.com,
We spoke to [redacted] on[redacted]. A return label was issued at that time.
Thank you,
[redacted]

Dear Revdex.com:
 
We are writing concerning the customer's complaint.
 We understand that the customer would like to return, but was outside of
the 60 day Money Back Guarantee (MBG).  Due
to the nature of the complaint,...

the customer’s account has been reviewed.
 
The customer called our sales line on October **, 2013, to
place her order for the NoNo Pro5 and the NoNo Glo and was given the 60 day
Money Back Guarantee (MBG) during the sales call.  However, the sales call was reviewed and the
MBG for the NoNo Glo was not mentioned. 
We sincerely apologize to the customer for this error.
 
The customer’s order was delivered to her on October *,
2014, and her 60 day MBG ended on December *, 2013.  Under the Guarantee, the customer has 60 days
to return the unit for a refund of the purchase price.  If the customer keeps the unit for at least
45 days of the 60 days, we will return shipping both ways and refund the
product price. 
 
As a courtesy to the customer, we will allow her to
return the NoNo Glo.  Please have the
customer call us at the number below for a return label and instructions to
return.  Once we receive the unit in the
warehouse, we will process her refund.
 
Again, we sincerely apologize to the customer for any
inconvenience.  We welcome any questions
that she may have.  Please feel free to
contact us at ###-###-####, Monday through Friday, between the hours of 6a
to 6p (PST) for further assistance.
 
Thank you,
 
[redacted]

DearRevdex.com: Weunderstand that the customer would like to return but has not used the unit for45 days.  We sincerely apologize to thecustomer for any inconvenience.   Thecustomer’s package was delivered to her on...

March **.  The customer placed her order online and wasgiven the 60 day Money Back Guarantee (MBG) when she placed the order.  Under the Guarantee, the customer has 60 daysto return the unit for a refund of the purchase price.  If the customer keeps the unit for at least45 days of the 60 days, we will return shipping both ways and refund theproduct price.  This information was alsoincluded on the packing slip when the customer received her package. Thecustomer called our customer service line on April [redacted] to returnand agreed to continue using the product. At this point she was only on day 34 of using the no!no!. Wewill be happy to offer the customer a return label and instructions to return fora full refund.  Please ask the customerto contact us at the number below for assistance. Pleasehave the customer contact us at ###-###-####, Monday through Friday,between the hours of 6a to 6p (PST) or Saturday between the hours of 7am – 1pm(PST) for further assistance.  ThankYou, [redacted]
RadiancyTeam