Skin Balance

Revdex.com:
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 billed per my credit card statement (attached) on 29th for two trial offers (my order was for one).  Subsequently billed on July 12th for two full payments for two orders.1) June 29 to July 12 is 13 days not 14 per stated reply from Company2) I was billed for two products on submitting enter for one product (I assume this has to do with their web site programming) 
Regards,
[redacted]

Revdex.com:
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]

Customer information: [redacted]   Company Name: Skin Balance PO BOX 25380 Santa Ana, CA 92799   Refer To: Complaint# [redacted]   We appreciate the opportunity to address this matter, as customer satisfaction is our top priority. [redacted] placed an online order on 5/1/2017 for...

a trial period of our products Skin Balance and Advanced Skin. All customers are required to check a box prior to order submission indicating that they have read, understand and agree to the Terms and Conditions of the trial offer.  No order can be submitted or successful unless the customer checks this box and selects to submit the order.  We do send a (30) day supply of the products (each) to the customer to be used within the allotted trial period of 14 days from the date of order, as specified by our terms and conditions. Our terms state that if no cancellation is requested to our customer service department prior to the trial expiration date(s), the customer will incur the charge for the one month supply sent initially, and will be charged every 30 days from initial order date and sent a fresh one month supply until cancelled.  We state, in our terms and conditions, that we offer a generous 30-day money back guarantee on all merchandise. We simply request that the customer contact Customer Support to obtain return instructions as well as a Return Merchandise Authorization number, which needs to be clearly printed on the return packaging. This RMA number enables our fulfillment center to identify the returning customer, and assists in posting a speedy credit to the customer’s account.  We did not receive any such cancellation request for these trials within the trial period; and consequently Susan was charged for the 30-day supplies received.  As of 8/8/2017 we have refunded the customer in the amount of $386.97 for the charges occurred on 5/22/2017. Refunds can take up to 7-10 business days to reflect into the customers account. We hope that these details satisfy the need for more information, and should anything further be needed we do urge you to contact our Complaints Specialist at 800-305-8310.

Customer information: K[redacted]   Company Name: Skin Balance PO BOX 25380 Santa Ana, CA 92799   Refer To: Complaint# [redacted]   We appreciate the opportunity to address this matter, as customer satisfaction is our top priority. K[redacted] placed an online order on 7/10/2017 for...

a trial period of our products Skin Balance and Advanced Skin. All customers are required to check a box prior to order submission indicating that they have read, understand and agree to the Terms and Conditions of the trial offer.  No order can be submitted or successful unless the customer checks this box and selects to submit the order.  We do send a (30) day supply of the products (each) to the customer to be used within the allotted trial period of 14 days from the date of order, as specified by our terms and conditions. Our terms state that if no cancellation is requested to our customer service department prior to the trial expiration date(s), the customer will incur the charge for the one month supply sent initially, and will be charged every 30 days from initial order date and sent a fresh one month supply until cancelled.  We state, in our terms and conditions, that we offer a generous 30-day money back guarantee on all merchandise. We simply request that the customer contact Customer Support to obtain return instructions as well as a Return Merchandise Authorization number, which needs to be clearly printed on the return packaging. This RMA number enables our fulfillment center to identify the returning customer, and assists in posting a speedy credit to the customer’s account.  We did not receive any such cancellation request for these trials within the trial period; and consequently Kunyao was charged for the 30-day supplies received.  As of 8/9/2017 we have refunded the customer in the amount of $288.43 for the charges occurred on 7/24/2017. Refunds can take up to 7-10 business days to reflect into the customers account. We hope that these details satisfy the need for more information, and should anything further be needed we do urge you to contact our Complaints Specialist at 800-305-8310.

Bing Lau,   We recently received your complaint #[redacted] from the Revdex.com regarding your Advanced Skin account. We take complaints very seriously and we hope this response will provide you with additional information.   According to our records, we received your order on...

February 1, 2017.   “At the time you place your order, your official 14-Day Trial Period begins. It is your responsibility to pay the non-refundable $3.99 USD (5.35 CAD) handling and shipping charges associated with your purchase. Once the trial period concludes, you may cancel future orders/shipments by calling 855-303-3110, but that call must be made within 14 days of your order date or you acknowledge taking responsibility for future shipments and billings associated with your account. . If, on the other hand, you like the result of your trial period, the credit card with which you placed your trial order will be charged $140.99 USD (189.35 CAD) plus a $.99 USD (1.33 CAD) non-refundable processing fee that is billed separately on the 14th day.”   These terms were presented to you in multiple places on our website when you ordered our product. Additionally, you were sent an order confirmation email after your order was completed that provided a full written version of the terms you agreed to.   When you ordered the product you also clicked a button indicating that you agreed to the terms of the offer. When a customer clicks that button we must assume that they have actually read what they are agreeing to. If there was any confusion with the terms you could have called our customer service team and they would have been happy to assist you.   Since we did not hear from you during your trial period, you were charged $189.35 on February 15, 2017 and for one additional package after that.   According to our records the first contact we had requesting the cancellation of your account was on March 16, 2017. Your account was immediately cancelled and you have not received any shipments or charges since then.   Your account remains canceled and you will not receive any further shipments or charges.     Sincerely, Advanced Skin [redacted]

Customer information: [redacted]   Company Name: Skin Balance PO BOX 25380 Santa Ana, CA 92799   Refer To: Complaint# [redacted]   We appreciate the opportunity to address this matter, as customer satisfaction is our top priority. [redacted] placed an online order on...

7/6/2017 for a trial period of our products Skin Balance and Advanced Skin. All customers are required to check a box prior to order submission indicating that they have read, understand and agree to the Terms and Conditions of the trial offer.  No order can be submitted or successful unless the customer checks this box and selects to submit the order.  We do send a (30) day supply of the products (each) to the customer to be used within the allotted trial period of 14 days from the date of order, as specified by our terms and conditions. Our terms state that if no cancellation is requested to our customer service department prior to the trial expiration date(s), the customer will incur the charge for the one month supply sent initially, and will be charged every 30 days from initial order date and sent a fresh one month supply until cancelled.  We state, in our terms and conditions, that we offer a generous 30-day money back guarantee on all merchandise. We simply request that the customer contact Customer Support to obtain return instructions as well as a Return Merchandise Authorization number, which needs to be clearly printed on the return packaging. This RMA number enables our fulfillment center to identify the returning customer, and assists in posting a speedy credit to the customer’s account.  We did not receive any such cancellation request for these trials within the trial period; and consequently Susan was charged for the 30-day supplies received.  As of 8/8/2017 we have refunded the customer in the amount of $386.97 for the charges occurred on 7/20/2017. Refunds can take up to 7-10 business days to reflect into the customers account. We hope that these details satisfy the need for more information, and should anything further be needed we do urge you to contact our Complaints Specialist at 800-305-8310.

Customer information: [redacted]   Company Name: Skin Balance PO BOX 25380 Santa Ana, CA 92799   Refer To: Complaint# [redacted]   We appreciate the opportunity to address this matter, as customer satisfaction is our top priority. [redacted] placed an online order on...

6/30/2017 for a trial period of our products Skin Balance and Advanced Skin. All customers are required to check a box prior to order submission indicating that they have read, understand and agree to the Terms and Conditions of the trial offer.  No order can be submitted or successful unless the customer checks this box and selects to submit the order.  We do send a (30) day supply of the products (each) to the customer to be used within the allotted trial period of 14 days from the date of order, as specified by our terms and conditions. Our terms state that if no cancellation is requested to our customer service department prior to the trial expiration date(s), the customer will incur the charge for the one month supply sent initially, and will be charged every 30 days from initial order date and sent a fresh one month supply until cancelled.  We state, in our terms and conditions, that we offer a generous 30-day money back guarantee on all merchandise. We simply request that the customer contact Customer Support to obtain return instructions as well as a Return Merchandise Authorization number, which needs to be clearly printed on the return packaging. This RMA number enables our fulfillment center to identify the returning customer, and assists in posting a speedy credit to the customer’s account.  We did not receive any such cancellation request for these trials within the trial period; and consequently [redacted] was charged for the 30-day supplies received.  As of 8/8/2017 we have refunded the customer in the amount of $338.61 for the charges occurred on 7/14/2017. Refunds can take up to 7-10 business days to reflect into the customers account. We hope that these details satisfy the need for more information, and should anything further be needed we do urge you to contact our Complaints Specialist at 800-305-8310.

Revdex.com:
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.
The company claims that they have a 'generous 30 day return policy', however each time I called their customer support I was told no return or refund could be completed. I also do not agree with the amount they are now willing to refund. I was charged two charges $180.47 and $188.72 totalling $369.19. They are only refunidng $288.
Regards,
[redacted]

Revdex.com:
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.
 To Whom it May Concern, Thank you for your response. However, I am not satisfied with the response that have been provided by your company as a means of "resolving" my issue.  Based on your email, I understand that your website may have provided the terms, which states that you have the right to charge my credit card for the "free trials" that were sent to me, and that you have further rights to charge me additional amounts of close to $400 (total value) on a monthly basis for your products.  Unfortunately, my English is not proficient and I have to rely on my children to help me with understanding the current issue at hand, and to advocate on my behalf. Because of my lack of understanding in English, this had made me a victim of your company's conditional "free trial" (It's only free if you don't "like it" within 14 days). Furthermore, due to my lack of English, I became susceptible to losing close to another $400 (for a total of $800) to your company for products that I do not need and have only signed up for, thinking they were free, as they had been advertised.I do not understand why there is no refund policy.  If you believe in your product so much, and if you believe in customer satisfaction, you should have a refund policy for customers that are not satisfied with your product, or in my case, for customers who are vulnerable due to their lack of understanding in the English language.  Having done some research myself on the internet, I understand that I am not the first customer who has had such a complaint about the misleading advertisement on your website.  Given the amount of customers who are misled by your policy, terms and agreements, wouldn't that be the first sign that there is a flaw in your policy, terms, and agreements, hinting to you that something should be done to protect vulnerable customers such as myself, who do not fully understand the terms and conditions, even though it had been written out in fine print?  I strongly recommend that you review these policies, terms and conditions, and ask yourself whether you are being fair to the vulnerable, or if you are taking advantage of the vulnerable. Not having a refund policy to help protect your vulnerable customers, to me, is an example of how your company is banking on people not reading the terms and conditions, or not having the ability to understand these terms and conditions, thereby helping your company make money off of these vulnerable people. Furthermore, by the time I received my credit card bills and realized that I was charged such significant amounts, I have already been charged for the following month as well as the free trial, resulting in an expense of $800 that I did not plan to incur. As a senior citizen, and a retiree, that is a significant amount for me to be spending without being aware of it.  If you want to argue that your company is not trying to take advantage of the vulnerable, then the right thing to do is to give them the opportunity to return all unopened products for a full refund. We would gladly handle the shipping cost ourselves to have them shipped back to your warehouse.  Please do take your customer complaints seriously, as you claim to do, and I look forward to a prompt response from your company.
Regards,
[redacted]

Ms. [redacted],   We have received your response from the Revdex.com and take your complaint seriously. In an effort to assist you we have already cancelled your account on July 3, 2017 and you will not receive any further charges.   We apologize for any confusion, and always do our best to resolve any customer complaint or concern in a timely manner. If there is anything more you need please feel free to call our customer service. We're happy to assist you in any way we can.      Sincerely, Skin Balance Customer Service 855.665.5733

Customer information: [redacted]   Company Name: Skin Balance   Refer To: Complaint# [redacted]   We appreciate the opportunity to address this matter, as customer satisfaction is our top priority. [redacted] placed an online order on 8/16/2017 for a trial period of our Skin...

Balance and Advanced Skin. All customers are required to check a box prior to order submission indicating that they have read, understand and agree to the Terms and Conditions of the trial offer.  No order can be submitted or successful unless the customer checks this box and selects to submit the order.  We do send a (30) day supply of the products (each) to the customer to be used within the allotted trial period of 14 days from the date of order, as specified by our terms and conditions. Our terms state that if no cancellation is requested to our customer service department prior to the trial expiration date(s), the customer will incur the charge for the one month supply sent initially, and will be charged every 30 days from initial order date and sent a fresh one month supply until cancelled.  We state, in our terms and conditions, that we offer a generous 30-day money back guarantee on all merchandise. We simply request that the customer contact Customer Support to obtain return instructions as well as a Return Merchandise Authorization number, which needs to be clearly printed on the return packaging. This RMA number enables our fulfillment center to identify the returning customer, and assists in posting a speedy credit to the customer’s account.  We did not receive any such cancellation request for these trials within the trial period and consequently [redacted] was charged for the product received. As of 9/21/2017 we have refunded the amount of $ 288.43  to the customers account. Please allow 7-10 days for processing. We hope that these details satisfy the need for more information, and should anything further be needed we do urge you to contact our Complaints Specialist at 800-305-8310.

Ms. [redacted],   We have received your response from the Revdex.com and take your complaint seriously. In an effort to assist you we have already cancelled your account on July 14, 2017 and you will not receive any further charges.   We apologize for any confusion, and always do our best to resolve any customer complaint or concern in a timely manner. If there is anything more you need please feel free to call our customer service. We're happy to assist you in any way we can.      Sincerely, Skin Balance Customer Service 855.665.5733

[redacted],   We have received your response from the Revdex.com and take your complaint seriously. In an effort to assist you we have already cancelled your account and you will not receive any further charges.   We apologize for any confusion, and always do our best to resolve any customer complaint or concern in a timely manner. If there is anything more you need please feel free to call our customer service. We're happy to assist you in any way we can.      Sincerely, Advanced Skin [redacted]

Revdex.com:
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 received an email that my complaint file has been closed. I am not happy with this response, as I feel that the company is very much a scam, which is falsely advertising a 'free trial,' and then charging a subscription. This very scam was featured on CTV News, and the company should not get away with this. I do not wish for my complaint to be closed. I have attached herewith the CTV News article:http://bc.ctvnews.ca/consumer-charged-432-for-free-trial-of-skin-cream-1...⇄ /> Regards,
[redacted]

Mr. [redacted],   We recently received your complaint #[redacted] from Revdex.com regarding your account with Skin Balance. We take complaints very seriously and we hope this response will provide you with additional information.  We received your order on May 2, 2017.   Skin...

Balance TERMS: At the time you place your order your 14-Day trial period begins. It is your responsibility to pay the non-refundable $3.44USD (4.62 CAD) shipping charges associated with your purchase plus a $.99USD (1.33 CAD) non-refundable processing fee that is billed separately. You may cancel your trial and future orders/shipments by calling 855-665-5733, but that call must be made within 14 days of your order date or you acknowledge taking responsibility for trail charge of $147.44 USD (197.62 CAD) and future shipments and billings associated with your account. If you like the result of your trial, the credit card with which you placed your trial order will be charged $147.44 USD (197.62 CAD) on the 14th day from your original order date. You will continue to be billed monthly $147.44 USD (197.62 CAD) for future shipments until you cancel. These terms were presented to you in multiple places on our website when you ordered our product. Additionally, you were sent an order confirmation email after your order was completed.   When you ordered the product you also clicked a button indicating that you agreed to the terms of the offer. When a customer clicks that button we must assume that they have actually read what they are agreeing to. If there was any confusion with the terms you could have called our customer service team and they would have been happy to assist you.   Please note that we do not offer samples. We offer trial periods and shipping charges are not refundable. We do not cover return shipping costs.   Since we did not hear from you during your trial period, you were charged $197.62 on May 16, 2017.   The first time we heard from you regarding the cancelation of your account was on May 30, 2017 when you canceled your account with a representative. Your account was immediately cancelled and you have not received any shipments or charges since then.   Your account remains canceled and you will not receive any further shipments or charges.   Sincerely, Skin Balance Customer Service 855.665.5733

Ms. [redacted],   We recently received your complaint #[redacted] from Revdex.com regarding your account with Skin Balance. We take complaints very seriously and we hope this response will provide you with additional information.  We received your order on June 16, 2017.   Skin...

Balance TERMS: At the time you place your order your 14-Day trial period begins. It is your responsibility to pay the non-refundable $3.44USD (4.62 CAD) shipping charges associated with your purchase plus a $.99USD (1.33 CAD) non-refundable processing fee that is billed separately. You may cancel your trial and future orders/shipments by calling 855-665-5733, but that call must be made within 14 days of your order date or you acknowledge taking responsibility for trail charge of $147.44 USD (197.62 CAD) and future shipments and billings associated with your account. If you like the result of your trial, the credit card with which you placed your trial order will be charged $147.44 USD (197.62 CAD) on the 14th day from your original order date. You will continue to be billed monthly $147.44 USD (197.62 CAD) for future shipments until you cancel.   These terms were presented to you in multiple places on our website when you ordered our product. Additionally, you were sent an order confirmation email after your order was completed.   When you ordered the product you also clicked a button indicating that you agreed to the terms of the offer. When a customer clicks that button we must assume that they have actually read what they are agreeing to. If there was any confusion with the terms you could have called our customer service team and they would have been happy to assist you.   Please note that we do not offer samples. We offer trial periods and shipping charges are not refundable. We do not cover return shipping costs.   Since we did not hear from you during your trial period, you were charged $147.44 on June 30, 2017.   The first time we heard from you regarding the cancelation of your account was on July 3, 2017 when you canceled your account with a representative.   Your account remains canceled and you will not receive any further shipments or charges.   Sincerely, Skin Balance Customer Service 855.665.5733Tell us why here...

Revdex.com:
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.My...

consumer complaint no. is #[redacted].  I have just received an email from Skin Balance that they will refund the full amount to me.  Thank you very much for your help, I really appreciate that.  Love you all!!!Regards,[redacted]

Revdex.com:
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.
Having never opened the product I received I still feel this is a very high price to pay for unwanted and so called free trial skin care. I have received the 50% refund of $144.21 USD to my credit card as stated which I have I suppose is some compensation & allows me to pay half of my outstanding utility bills. I can understand celebrities or high wage earners paying this kind of money but a senior on limited income would never knowingly entertain the idea. Brings true value to the old phrase "Buyer beware-if it states its free it probably isn't". So very true.
Regards,
[redacted]

Ms. [redacted],   We recently received your complaint #[redacted] from Revdex.com regarding your account with Skin Balance. We take complaints very seriously and we hope this response will provide you with additional information.  We received your order on May 7, 2017.   If you...

determine any time within the 14-day trial period that you no longer wish to receive Skin Balance products, your account will be cancelled immediately if you contact us by phone or email. If on the other hand, product has been shipped to you before you exercise your 14-day cancellation option the credit card you used to pay for your initial order will be charged $147.44 USD (197.62 CAD) to cover this trial period. It is always in your best interest to decide within 14 days whether you wish to continue your subscription or cancel.   These terms were presented to you in multiple places on our website when you ordered our product. Additionally, you were sent an order confirmation email after your order was completed.   When you ordered the product you also clicked a button indicating that you agreed to the terms of the offer. When a customer clicks that button we must assume that they have actually read what they are agreeing to. If there was any confusion with the terms you could have called our customer service team and they would have been happy to assist you.   Please note that we do not offer samples. We offer trial periods and shipping charges are not refundable. We do not cover return shipping costs.   Since we did not hear from you during your trial period, you were charged $140.99 on June 4, 2017.   The first time we heard from you regarding the cancelation of your account was on June 23, 2017 when you canceled your account over our automated system as well as with a representative.   Your account remains canceled and you will not receive any further shipments or charges.   Sincerely, Skin Balance Customer Service [redacted].[redacted].[redacted]

Ms. [redacted],   We recently received your complaint #[redacted] from Revdex.com regarding your account with Advanced Skin. We take complaints very seriously and we hope this response will provide you with additional information.  We received your order on June 28, 2017.   Skin...

Balance TERMS: At the time you place your order your 14-Day trial period begins. It is your responsibility to pay the non-refundable $3.44USD (4.62 CAD) shipping charges associated with your purchase plus a $.99USD (1.33 CAD) non-refundable processing fee that is billed separately. You may cancel your trial and future orders/shipments by calling 855-665-5733, but that call must be made within 14 days of your order date or you acknowledge taking responsibility for trail charge of $147.44 USD (197.62 CAD) and future shipments and billings associated with your account. If you like the result of your trial, the credit card with which you placed your trial order will be charged $147.44 USD (197.62 CAD) on the 14th day from your original order date. You will continue to be billed monthly $147.44 USD (197.62 CAD) for future shipments until you cancel. These terms were presented to you in multiple places on our website when you ordered our product. Additionally, you were sent an order confirmation email after your order was completed.   When you ordered the product you also clicked a button indicating that you agreed to the terms of the offer. When a customer clicks that button we must assume that they have actually read what they are agreeing to. If there was any confusion with the terms you could have called our customer service team and they would have been happy to assist you.   Please note that we do not offer samples. We offer trial periods and shipping charges are not refundable. We do not cover return shipping costs.   Since we did not hear from you during your trial period, you were charged $97.620on July 12, 2017.   The first time we heard from you regarding the cancelation of your account was on July 14, 2017 when you canceled your account with a representative. . Your account was immediately cancelled and you have not received any shipments or charges since then.   Your account remains canceled and you will not receive any further shipments or charges.   Sincerely, Skin Balance Customer Service 855.665.5733