Hydroxatone

We are in receipt of your letter dated August 7, concerning customer, Ms [redacted] Upon receipt of your letter, we investigated Ms [redacted] ’s claim As a courtesy, on August 10, we refunded Ms [redacted] ‘s credit card in the amount of $279.80, which constitutes the charges incurred from our company for products ordered but, not received by Ms [redacted] Ms [redacted] ’s account is closed with a zero balanceOur records indicate Ms [redacted] placed her order through our website, www.getkeranique.com, on March 17, for the Keranique Hair Rejuvenation System (the “System”) At the time Ms [redacted] placed her order, she also placed an order for our Bellaplex Rejuvenating Treatment (the “Treatment”) Ms [redacted] enrolled in our “Risk-Free Trial” for both products The benefit of the Risk-Free Trial is to allow customer to try our full size products for a full days so they can feel and see the results before having to make decision to buy The products are not samples We inform our customers they will be responsible for the cost of the merchandise unless it is returned as instructed Per the terms and conditions of our “Risk-Free Trial” Ms [redacted] agreed she would receive the System to try Risk-Free Trial for days In exchange, Ms [redacted] agreed to be charged monthly payments of $79.95, the cost of the System, unless she contacted customer service for return instructions before the expiration of her day trial period and returned the System as instructedLastly, Ms [redacted] was informed that she would receive new System every two (2) months unless she contacted our customer service department to remove her account from the Beauty Auto-Shipment ProgramSimilarly, per the terms and conditions of our the “Risk-Free Trial” for the Treatment Ms [redacted] agreed she would receive the Treatment to try Risk-Free Trial for days In exchange, Ms [redacted] agreed to be charged monthly payments of $69.95, the cost of the Treatment, unless she contacted customer service for return instructions before the expiration of her day trial period and return the Treatment as instructedLastly, Ms [redacted] was informed that she would receive a new Treatment every days unless she contacted our customer service department to remove her account from the Beauty Auto-Shipment ProgramA customer is also removed from the Beauty Auto-Shipment Program when they return the Risk-Free Trial merchandise or any subsequent auto-shipments to our warehouseIn order for the online transactions to have been processed by our company, Ms [redacted] was required to check off a box which confirmed her acceptance to the terms and conditions of the Risk-Free TrialThese terms and conditions are displayed on the order page where the customer enters their credit card informationThe system is set up to reject the order in the event the customer does not click this box According to the notes in Ms [redacted] ’s account, Ms [redacted] cancelled her Beauty Auto-Shipment for the System on April 16, but did not cancel the Beauty Auto-Shipment for the Treatment There are no notes in Ms [redacted] ’s customer records indicating a change of addressConsequently and in accordance with the terms and conditions of the Risk Free Trial, we continued to ship the Treatment to the address on fileOn August 6, our warehouse received and processed a return shipment of the Treatment shipped to Ms [redacted] at which time we cleared the open balance of $Upon receiving your notice of your claim, we refunded Ms [redacted] ‘s credit card in the amount of $279.80, which constitutes the charges incurred from our company for products ordered but, not received by Ms [redacted] Ms [redacted] ’s account has been closed with a zero balanceThank you for bringing this matter to our attentionWe apologize for any inconvenience this may have caused Ms [redacted] and greatly appreciate the opportunity to clarify this matter We hope that we have resolved this complaint to Ms [redacted] and your satisfactionPlease feel free to contact our office if you should have any further questions regarding this account

We are in receipt of your letter dated June 16, 2015, concerning customer, [redacted] ***Upon receipt of your letter, we investigated his claim and below are the facts and our resolution of the matter, based on the notes in Mr***l’s accountAs an initial matter, please note that we would like to apologize to Mr***l for any inconvenience this may have causedAs a measure of good faith, on June 16, 2015, we refunded Mr***l’s credit card in the amount of $($cost of the product $shipping and processing) Mr***l’s account with us is closed.Our records indicate that, Mr [redacted] placed an order through our website, www.hydroxatonetrial.com, on August 27, 2014, for the Hydroxatone Am/Pm Anti-Wrinkle Complex (“Hydroxatone”)At the time Mr***l placed his order, he enrolled in our day Risk-Free Trial program for Hydroxatone and paid $6.95, for shipping andprocessing of the shipment In order for the online transaction to have been processed by our company, Mr***l was required to check off a box which confirmed his acceptance to the terms and conditions of the Risk-Free TrialThese terms and conditions are displayed on the order page where the customer enters their credit card informationThe system is set up to reject the order in the event the customer does not click this boxPer the terms and conditions of the Risk-Free Trial, Mr***l was informed that he would receive the Hydroxatone to try risk-free for daysIn exchange, Mr***l agreed that the credit card he provided would automatically be charged monthly payments of $69.95, the cost of the Hydroxatone, unless he contacted customer service for return instructions before the expiration of his day Risk-Free Trial period and returned the Hydroxatone as instructedLastly, Mr***l was informedthat he would receive a new shipment of Hydroxatone every days unless he contacted our customer service department to remove his account from the BeautyAuto-Shipment ProgramA customer is also removed from the Beauty Auto-Shipment Program when they return the Risk-Free Trial merchandise or any subsequentauto-shipments to our warehousePlease note that we offer our customers “Risk-Free Trials” of our products: the benefit of the Risk-Free Trial is to allow the customer to try full size products for a full days so, they can feel and see the results before making the decision to buy These products are not samples; we inform our customers they are responsible for the cost of the merchandise unless it is returned as instructed.Included in all of our shipments is an invoice with the specific bill dates along with the amounts the customer will be charged if the customer decides to keep the merchandiseAdditionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transit.Our records indicate that Mr***l did not contact customer service at any point during his day Risk-Free Trial period, nor did we receive a return of the shipment in our returns departmentTherefore, we charged Mr***l for his monthly payments in accordance with the terms and conditions of the Risk-Free TrialUpon review of Mr***l’s account, we see that he contacted our customer service department on October 7, 2014, and spoke with one of our customer service representatives in regard to his account The representative provided Mr***l with the return instructions, including Return Number 3104919, and advised Mr***lthat we must receive his return no later than October 22, 2014, to avoid future chargesMr***l’s return was received, processed and a stored credit was issued on November 10, 2014, in accordance with the terms and conditions of the Risk-Free Trial Asmeasure of good faith, on June 16, we refunded Mr***l’s credit card in the amount of $76.90, which constitutes all charges that Mr***l incurredfrom our company for productThank you for bringing this matter to our attentionOnce again, we sincerely apologize for any inconvenience this may have caused Mr***l and greatly appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to Mr***l’s and your satisfactionPlease feel free to contact our office if you should have any further questions regarding this account

Dear M [redacted] We are in receipt of your letter dated December 3, 2014concerning M [redacted] Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of thematter, based on the notes in Mr [redacted] ’s accountAs an initial matter,please note that we would like to apologize to M [redacted] and Mr [redacted] forany inconvenience this may have causedWe have voided the balance of $USdue on Mr [redacted] ’s account and refunded his credit card in the amount of $141.89.Mr [redacted] will no longer receive any charges or shipments from our companyand his account with us is closedOur records indicate that, Mr [redacted] placed an order through our website, www.hydroxatonetrial.com,on May 22, for the Hydroxatone Am/PmAnti-Wrinkle ComplexAt the time Mr [redacted] placed his order, heenrolled in our day Risk-Free Trial program for Hydroxatoneand paid $US for shipping and processing of the shipmentIn order for the online transaction to have beenprocessed by our company, Mr [redacted] wasrequired to check off a box which confirmed his acceptance to the terms andconditions of the Risk-Free TrialThese terms and conditions are displayed onthe order page where the customer enters their credit card informationThesystem is set up to reject the order in the event the customer does not clickthis box As per the terms and conditions of the Risk-FreeTrial, Mr[redacted] was informed that he would receive fullsize jars of Hydroxatone to try risk-free for day [redacted] In exchange, Mr[redacted] agreed that the credit card he provided wouldautomatically be charged monthly payments of $US, the cost of these jars,unless he contacted customer service for return instructions before theexpiration of his day Risk-Free Trial period and returned the jars asinstructedLastly, Mr [redacted] was informedthat he would receive new jars every days unless he contacted our customerservice department to remove his account from the Beauty Auto-Shipment Program.A customer is also removed from the Beauty Auto-Shipment Program if they returnthe Risk-Free Trial merchandise or any subsequent auto-shipments to ourwarehousePlease note that we offer our customers“Risk-Free Trials” of our product [redacted] The point of the Risk-Free Trial is toallow the customer to try full size products for a full days so that theycan feel and see the results before they have to make the decision to buy them.These products are not samples and therefore we inform our customers that theywill be responsible for the cost of the merchandise unless they return them asinstructedIncluded in all of our shipments is an invoice outlining thespecific bill dates and amounts that will be charged to the customer if theydecide to keep the merchandiseAdditionally, we request that the customercontact our customer service department in the event they wish to obtain returninstructions, thereby ensuring that their package will be properly received andprocessed by our returns department and that they will not be charged for theproducts while their return is in transitOur records indicate that Mr[redacted] did not contact customer service at any point during his dayRisk-Free Trial period, nor did we receive a return of the shipment in ourreturns departmentTherefore, we charged Mr [redacted] for his monthly paymentsin accordance with the terms and conditions of the Risk-Free TrialIn themeantime, because Mr [redacted] ’s account had been set up for the BeautyAuto-Shipment Program, and because he didn’t call to cancel his account fromthe Beauty Auto-Shipment Program or return any of the merchandise to ourwarehouse, a second shipment of jars of Hydroxatonewas sent to Mr [redacted] on July 25, Upon review of Mr [redacted] ’saccount, we see that M [redacted] contacted ourcustomer service department on August 19, 2014, and spoke with one of ourcustomer service representatives in regards to the accountDuring that call,the representative offered to void the balance due on Mr [redacted] ’s account andclose the accountUnfortunately, the balance was not voided, which caused Mr[redacted] ’s credit card to be charged againPlease note that customerservice is a top priority of our companyFurthermore, we would like to assure M [redacted] and Mr [redacted] that our Quality Assurance department is trained totake the appropriate corrective action necessary when a representative hasfailed to follow company policies or protocolUpon receiving your notice of the claim, on January 13, 2015we voided the balance of $US due on Mr [redacted] ’s account andrefunded his credit card in the amount of $U [redacted] Mr [redacted] will nolonger receive any charges or shipments from our company and his account withus is closedThank you for bringing this matter to our attentionOnceagain, we sincerely apologize for any inconvenience this may have caused M [redacted] and Mr [redacted] and greatly appreciate the opportunity to clarify thismatterWe hope that we have resolved this complaint to M [redacted] , Mr[redacted] ’sand your satisfactionPlease feel free to contact our office if you shouldhave any further questions regarding this account Sincerely, [redacted] Customer Service Compliance AssociatePhone [redacted] Fax [redacted]

\ We are in receipt of your letter dated February 2, 2015concerning customer, Ms [redacted] Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of thematter, based on the notes in Ms [redacted] ’ accountAs an initial matter, wehave voided the balance of $due on Ms [redacted] ’ accountMs [redacted] willno longer receive any non-payment notification letters from our company and heraccount with us is closedIt should be noted that our efforts to collect on delinquentaccounts never include reporting delinquency or charge off information tocredit bureausOur records indicate that Ms [redacted] called to place anorder on November 14, with one of our sales representatives for the Luminique.At the time Ms [redacted] placed her order, she enrolled in our day Risk-FreeTrial offer for Luminique and paid $for shipping and processing of theshipmentWe train all sales representatives to read from an approvedscript verbatim to ensure that the terms and conditions of an offer arecommunicated clearly and correctly to the customerAfter these terms andconditions are read, the representative must obtain a clear verbal acceptancefrom the customer to process the orderThe representative will not process theorder if the customer either declines the trial offer or fails to issue aresponse to the offerAll sales confirmation calls are recorded and archived toensure complianceAfter reviewing the recording of the call placed by Ms.Barnes, we confirmed that she accepted the “Try It Before You Buy It” offer of Luminiqueby verbally agreeing to the terms and conditions of the Risk-Free TrialAs perthe terms and conditions read during the initial sales call, our salesrepresentative informed Ms [redacted] that she would receive jars of Luminique totry Risk-Free for daysIn exchange, Ms [redacted] agreed to be charged 2monthly payments of $69.95, the cost of each jar of Luminique, unless shecontacted customer service for return instructions before the expiration oftheir day trial period and returned the jars as instructedPlease note that we offer our customers“Risk-Free Trials” of our productsThe point of the Risk-Free Trial is toallow the customer to try full size products for a full days so that theycan feel and see the results before they have to make the decision to buy them.These products are not samples and therefore we inform our customers that theywill be responsible for the cost of the merchandise unless they return them asinstructedIncluded in all of our shipmentsis an invoice outlining the specific bill dates and amounts that will becharged to the customer if they decide to keep the merchandiseAdditionally,we request that the customer contact our customer service department in theevent they wish to obtain return instructions, thereby ensuring that theirpackage will be properly received and processed by our returns department andthat they will not be charged for the products while their return is intransitWhen a customer contacts us for return instructions, we direct them toreturn the products, whether used, empty or full, through the United StatesPostal Service (USPS) and request they obtain a Delivery Confirmation Number asproof of the returnWe also provide the customer with a Return Number to puton the outside of their package to ensure expedited processing with our returnsdepartment Upon review of Ms [redacted] ’account, we see that she contacted ourcustomer service department via e-mail on November 26, 2014, and requested tocancel her accountWe responded to Ms [redacted] ’and provided her with all of the return instructions, including Return Number 3174049,and advised her that we must receive her return no later than December 12, 2014to avoid future chargesOur records indicate that we did not receive the shipmentback in our returns departmentTherefore, we attempted to charge Ms [redacted] for her first monthly payment in accordance with the terms and conditions ofthe Risk-Free TrialWhen the charges on Ms [redacted] ’ credit card did not gothrough, her account was placed in a delinquent status and as a result, she receiveda non-payment notification letter On February 2, 2015, Ms [redacted] contacted us and spoke withone of our customer service representatives in regards to her accountTherepresentative reviewed the terms and conditions that Ms [redacted] agreed toduring her initial sales call and explained that, based on these terms andconditions, we attempted to charge the first payment of $when her returnwas not received, but that charge was declined which put her account indelinquencyUnfortunately, the call was disconnected before the representativecould further assist Ms [redacted] Our records show that on February 11, 2015, our returnsdepartment received a return of Ms [redacted] ’ Luminique orderAt that point, we voidedthe balance of $due on Ms [redacted] ’ accountMs [redacted] will no longerreceive any non-payment notification letters from our company and her accountwith us is closedIt should be noted that our efforts to collect on delinquentaccounts never include reporting delinquency or charge off information tocredit bureausThank you for bringing this matter to our attentionWe doapologize for any inconvenience this may have caused Ms [redacted] and greatlyappreciate the opportunity to clarify this matterWe hope that we haveresolved this complaint to Ms [redacted] ’ and your satisfactionPlease feel freeto contact our office if you should have any further questions regarding thisaccount

We are in receipt of your letter dated November 3, concerning customer, your client, Ms [redacted] Upon receipt of your letter, we investigated her claim and below are the facts and our resolution of the matter, based on the notes in Ms [redacted] ’s accountAs an initial matter, please note that we contacted Ms [redacted] by phone and informed her that we have issued a refund in the sum of $157.09, which constitutes all the disputed charges incurred by our companyMs [redacted] stated that she was satisfied with the resolution and considers this matter closed Our records indicate that Ms [redacted] initially called and placed an order on May 30, with our automated voice response system (“IVR System”)At the time Ms [redacted] placed her order, she enrolled in the day Risk-Free Trial program for our Hydrolyze Intensive Under Eye and paid $for shipping and processing of the shipmentOur IVR System has the advantage of ensuring consistency in that a customer cannot accept an offer until the terms and conditions are first read by the system verbatimAfter the terms and conditions are read, the system needs verbal acceptance from the customer to process the orderThe system will not process an order if the customer either declines the trial offer or fails to provide a response to the offer All sales confirmation calls are recorded and archived to ensure complianceAfter reviewing the recording of the call placed by Ms [redacted] , we confirmed that she accepted the “Try It Before You Buy It” offer of Hydrolyze by verbally agreeing to the terms and conditions of the Risk-Free TrialAs per the terms and conditions read during the initial sales call, our IVR System informed Ms [redacted] that she would receive jars of Hydrolyze to try Risk-Free for daysIn exchange, Ms [redacted] agreed to be charged monthly payments of $69.95, the cost of each bottle of Hydrolyze, unless she contacted customer service for return instructions before the expiration of her day trial period and returned the bottles as instructedLastly, Ms [redacted] was informed that she would receive new bottles of product every days unless she contacted our customer service department to remove her account from the Beauty Auto-Shipment ProgramA customer is also removed from the Beauty Auto-Shipment Program if they return the Risk-Free Trial merchandise or any subsequent auto-shipments to our warehousePlease note that we offer our customers “Risk-Free Trials” of our productsThe point of the Risk-Free Trial is to allow the customer to try full size products for a full days so that they can feel and see the results before they have to make the decision to buy themThese products are not samples and therefore we inform our customers that they will be responsible for the cost of the merchandise unless they return them as instructedIncluded in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandiseAdditionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transitWhen a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request they obtain a Delivery Confirmation Number as proof of the returnWe also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns department Our records indicate that Ms [redacted] did not contact customer service at any point during her day Risk-Free Trial period, nor did we receive a return of the shipment in our returns departmentAs a result, we charged her first monthly payment of $on July 12, Our records indicate that that Ms [redacted] contacted our customer service department on July 17, 2014, and spoke with one of our customer service representatives in regards to her accountDuring that call, the representative provided Ms [redacted] with a discount of $on the cost of the Hydrolyze productsAccordingly, on August 11, Ms [redacted] was charged the second monthly payment of $for her first shipment of Hydrolyze On August 4, 2014, and pursuant to the terms of the beauty auto ship program, Ms [redacted] was sent her second shipment of HydrolyzeAccording to our records, Ms [redacted] contacted us on August 22, and spoke with one of our customer service representativesDuring this call she was provided with all return instructions and a return authorization number, # [redacted] and advised that we must receive the products no later than September 5, to avoid future charges According to our records, our returns department did not receive Ms [redacted] ’s returnTherefore, Ms [redacted] ’s return was not processed before the expiration of her 30-day trial periodAs a result, she was automatically charged for her monthly payments of $on September 17, and October 12, On October 28, Ms [redacted] initiated a dispute with her credit card company for the cost of the goods, plus sales tax Upon receiving your notice of the claim, we contacted Ms [redacted] by phone and informed her that we have issued a refund in the sum of $157.09, which constitutes all the disputed charges incurred by our company, including shipping and processingMs [redacted] stated that she was satisfied with the resolution and considers this matter closedPlease note that we strive to provide our consumers with the best customer service possibleWe recognize that some customers’ return shipments may not always be properly received in our warehouse due to shipment errors or a multitude of other reasonsTherefore, our company policy dictates that we immediately refund and void the account balance of a customer who calls our customer service department and clams that they have returned the products to our company as instructedWhile we encourage our customers to obtain a Delivery Confirmation Number as proof of the return so that we may more efficiently locate their shipment, this policy applies regardless of whether or not the customer is able to provide us with a Delivery confirmation NumberMoreover, our Quality Assurance department ensures that this policy is followed by regularly monitoring calls and taking appropriate action when necessary to remedy a representative’s failure to adhere to company policyThank you for bringing this matter to our attentionWe do apologize for any inconvenience this may have caused Ms [redacted] and greatly appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to Ms [redacted] ’s and your satisfactionPlease feel free to contact our office if you should have any further questions regarding this account

We are in receipt of your letter dated July 7, concerning citizen, Ms [redacted] Thank you for bringing this matter to ourattention We were unaware this was not a bonafide order We do apologize for any inconvenience or confusion this may have caused Ms [redacted] and appreciate the opportunity to clarify this matter.Our records indicate that the order was placed on June 30, through an affiliate We have refunded Ms [redacted] credit card in the amount of $1.99, which represents all the charges that were incurred from our company Ms [redacted] may keep the merchandise in her possession without obligation to make a payment The account established in Ms [redacted] ’s name has been closed Please let Ms [redacted] know we have added her name, address and email address to our Do Not Solicit FileWe hope that we have resolved this complaint to Ms [redacted] ’s and your satisfactionIn our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer mattersPlease feel free to contact our office if you should have any further questions regarding this account

We are in receipt of your letter dated October 31, concerning customer, your client, Ms [redacted] Upon receipt of your letter, we investigated her claim and below are the facts and our resolution of the matter, based on the notes in Ms [redacted] ’s accountAs an initial matter, please note that we contacted Ms [redacted] by phone and informed her that we had voided the remaining balance on her account and refunded her credit card in the amount of $72.94, which constitutes all charges that Ms [redacted] incurred from our companyMs [redacted] stated that she was satisfied with the resolution and considers this matter closedMs [redacted] will no longer receive any charges or shipments from our company and her account with us is closedOur records indicate that, Ms [redacted] placed her order through our website, www.getbellaplex.co.uk, on August 25, for a day supply of our Bellaplex rejuvenating Treatment (“Bellaplex”)At the time Ms [redacted] placed her order, she enrolled in our day Risk-Free Trial program for Bellaplex and paid $for shipping and processing of the shipmentIn order for the online transaction to have been processed by our company, Ms [redacted] was required to check off a box which confirmed her acceptance to the terms and conditions of the Risk-Free TrialThese terms and conditions are displayed on the order page where the customer enters their credit card informationThe system is set up to reject the order in the event the customer does not click this box As per the terms and conditions of the Risk-Free Trial, Ms [redacted] was informed that she would receive full size bottles of Bellaplex to try risk-free for daysIn exchange, Ms [redacted] agreed that the credit card she provided would automatically be charged monthly payments of $69.95, the cost of these bottles, unless she contacted customer service for return instructions before the expiration of her day Risk-Free Trial period and returned the bottles as instructedPlease note that we offer our customers “Risk-Free Trials” of our productsThe point of the Risk-Free Trial is to allow the customer to try full size products for a full days so that they can feel and see the results before they have to make the decision to buy themThese products are not samples and therefore we inform our customers that they will be responsible for the cost of the merchandise unless they return them as instructedIncluded in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandiseAdditionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transitWhen a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through their postal carrier and request they obtain a Delivery Confirmation Number as proof of the returnWe also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns department Our records indicate that Ms [redacted] did not contact customer service at any point during her day Risk-Free Trial period, nor did we receive a return of the shipment in our returns departmentTherefore, on October 1, 2014, we charged Ms [redacted] for her first monthly payment in accordance with the terms and conditions of the Risk-Free TrialUpon review of Ms [redacted] ’s account, we see that she contacted our customer service department on October 29, 2014, and spoke with one of our customer service representatives in regards to her accountDuring that call, the representative provided Ms [redacted] with all of the return instructions for her second shipment, including Return Number # [redacted] and advised her that we must receive her return no later than November 12, to avoid future charges On October 31, Ms [redacted] initiated a dispute with her credit card companyOur return department attempted to issue Ms [redacted] a refund in the amount of $but was unable to do so because of a dispute filed by Ms [redacted] with her credit card companyThis dispute delayed the issue of the refund for Ms [redacted] We apologize that Ms [redacted] experienced difficulties when she attempted to get in contact with a representative from our companyOur customer service department has many different points of contact, including phone, voicemail, written correspondence and emailAdditionally, our customer service department is available days a week, with extended hours from am – pm, for the convenience of working individualsUpon receiving your notice of the claim, we contacted Ms [redacted] by phone and informed her that we had voided the remaining balance on her account and refunded her credit card in the amount of $72.94, which constitutes all charges that Ms [redacted] incurred from our companyMs [redacted] will no longer receive any charges or shipments from our company and her account with us is closedPlease note that we strive to provide our consumers with the best customer service possibleWe recognize that some customers’ return shipments may not always be properly received in our warehouse due to shipment errors or a multitude of other reasonsTherefore, our company policy dictates that we immediately refund and void the account balance of a customer who calls our customer service department and clams that they have returned the products to our company as instructedWhile we encourage our customers to obtain a Delivery Confirmation Number as proof of the return so that we may more efficiently locate their shipment, this policy applies regardless of whether or not the customer is able to provide us with a Delivery confirmation NumberMoreover, our Quality Assurance department ensures that this policy is followed by regularly monitoring calls and taking appropriate action when necessary to remedy a representative’s failure to adhere to company policyThank you for bringing this matter to our attentionWe do apologize for any inconvenience this may have caused Ms [redacted] and greatly appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to Ms [redacted] ’s and your satisfactionPlease feel free to contact our office if you should have any further questions regarding this account

We are in receipt of your letter dated November 13, concerning customer, your client, Ms [redacted] ***Upon receipt of your letter, we investigated her claim and below are the facts and our resolution of the matter, based on the notes in Ms***’s accountAs an initial matter, please note that we attempted to contact Ms [redacted] by phone on December 5, to resolve the matter in her favorUnfortunately, we were unable to speak to her directly, so we left a voicemail messageWe have voided the balance of $due on Ms***’s account and refunded her credit card in the amount of $3.98, which constitutes all charges that Ms [redacted] incurred from our companyMs [redacted] may keep the merchandise in her possession without further obligation to make a paymentMs [redacted] will no longer receive any charges or shipments from our company and her account with us is closed Our records indicate that, Ms [redacted] placed her order through our website, www.trybbcream.com/s on August 9, for the Hydroxatone Am Pm Anti Wrinkle Complex and for our Hydroxatone Anti Aging BB CreamAt the time Ms [redacted] placed her order, she enrolled in our day Risk-Free Trial program for both products and paid $for shipping and processing for each shipmentIn order for the online transaction to have been processed by our company, Ms [redacted] was required to check off a box which confirmed her acceptance to the terms and conditions of the Risk-Free TrialThese terms and conditions are displayed on the order page where the customer enters their credit card informationThe system is set up to reject the order in the event the customer does not click this box As per the terms and conditions of the Risk-Free Trial, Ms [redacted] was informed that she would receive full size bottles of Hydroxatone Am Pm Anti Wrinkle Complex and two bottles of Hydroxatone Anti Aging BB Cream to try risk-free for daysIn exchange, Ms [redacted] agreed that the credit card she provided would automatically be charged monthly payments of $69.95, the cost of these bottles, unless she contacted customer service for return instructions before the expiration of her day Risk-Free Trial period and returned the products as instructedPlease note that we offer our customers “Risk-Free Trials” of our productsThe point of the Risk-Free Trial is to allow the customer to try full size products for a full days so that they can feel and see the results before they have to make the decision to buy themThese products are not samples and therefore we inform our customers that they will be responsible for the cost of the merchandise unless they return them as instructedIncluded in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandiseAdditionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transitWhen a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request they obtain a Delivery Confirmation Number as proof of the returnWe also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns department Our records indicate that Ms [redacted] did not contact customer service at any point during her day Risk-Free Trial period, nor did we receive a return of the shipments in our returns departmentTherefore, on September 30, 2014, we attempted to charge Ms [redacted] for her first monthly payments in accordance with the terms and conditions of the Risk-Free Trial but that charge was repeatedly declined, which put Ms***’s account in delinquency and as a result, she began to receive non-payment notification lettersIt should be noted that our efforts to collect on delinquent accounts never include reporting delinquency or charge off information to credit bureausBecause we have waived the balance due on the account, Ms [redacted] will no longer receive non-payment notification lettersIn the meantime, because Ms***’s account had been set up for the Beauty Auto-Shipment Program, and because she didn’t call to cancel her account from the Beauty Auto-Shipment Program or return any of the merchandise to our warehouse, a second shipment of bottles of Hydroxatone Am Pm Anti Wrinkle Complex and two bottles of Hydroxatone Anti Aging BB Cream was sent to Ms***Ms [redacted] stated in her complaint that she was dissatisfied with the customer service she received from the representative she spoke with on November 11, Please note that customer service is a top priority of our company, so all of our representatives are trained to speak with customers in a respectful and courteous mannerFurthermore, we would like to assure Ms [redacted] that our Quality Assurance department is trained to take the appropriate corrective action necessary when a representative has failed to follow company policies or protocolUpon receiving your notice of the claim, we attempted to contact Ms [redacted] by phone on December 5, to resolve the matter in her favorUnfortunately, we were unable to speak to her directly, so we left a voicemail messageWe have voided the balance of $due on Ms***’s account and refunded her credit card in the amount of $3.98, which constitutes all charges that Ms [redacted] incurred from our companyMs [redacted] may keep the merchandise in her possession without further obligation to make a paymentPlease note that we strive to provide our consumers with the best customer service possibleWe recognize that some customers’ return shipments may not always be properly received in our warehouse due to shipment errors or a multitude of other reasonsTherefore, our company policy dictates that we immediately refund and void the account balance of a customer who calls our customer service department and clams that they have returned the products to our company as instructedWhile we encourage our customers to obtain a Delivery Confirmation Number as proof of the return so that we may more efficiently locate their shipment, this policy applies regardless of whether or not the customer is able to provide us with a Delivery confirmation NumberMoreover, our Quality Assurance department ensures that this policy is followed by regularly monitoring calls and taking appropriate action when necessary to remedy a representative’s failure to adhere to company policyThank you for bringing this matter to our attentionWe do apologize for any inconvenience this may have caused Ms [redacted] and greatly appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to Ms***’s and your satisfactionPlease feel free to contact our office if you should have any further questions regarding this account

We are in receipt of your letter dated August 24, concerning customer, MsTara [redacted] Upon receipt of your letter, we investigated Ms [redacted] claim and below are the facts and our resolution of the matter, based on the notes in Ms [redacted] accountAs an initial matter, on August 19, we refunded Ms [redacted] credit card in the amount of $149.90, which constitutes all the charges incurred from our company for products ordered In addition, we are sending Ms [redacted] a separate check in the amount of $5.94, to cover the shipping and processing of the ordered productsMs [redacted] will receive this check within to days from the date of this letter Ms [redacted] will no longer receive any charges or shipments from our company and her account with us is closed.I looked into how to this error occurred and I came to the conclusion our warehouse failed to process Ms [redacted] returned shipments and refund properly This is clearly a mistake at our end and we take responsibility for it Upon learning of our mistake on August 19, we immediately refunded Ms [redacted] credit cardThis is the least that we can do in the light of this unfortunate event Please extend our sincere apologies to Ms [redacted] .Ms [redacted] stated in her complaint that she was dissatisfied with the customer service she received from the representative with to whom she spokePlease note that customer service is a top priority of our company, so all of our representatives are trained to speak with customers in a respectful and courteous manner We would like to assure Ms [redacted] that our Quality Assurance department is trained to take the appropriate corrective action necessary when a representative has failed to follow company policies or protocol.Thank you for bringing this matter to our attentionWe apologize for any inconvenience this may have caused Ms [redacted] and appreciate the opportunity to clarify this matter We hope that we have resolved this complaint to Ms [redacted] and your satisfactionPlease feel free to contact our office if you should have any further questions regarding this account

Dear Ms [redacted] , We are in receipt of your letter dated November 28, 2014concerning customer, Ms [redacted] ***Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of thematter, based on the notes in Ms***’s accountAs an initial matter, pleasenote that we have voided the balance of $due on Ms***’s account and refundedher credit card in the amount of $73.90, which constitutes all charges that Ms.Grant incurred from our companyMs [redacted] will no longer receive any chargesor shipments from our company and her account with us is closed Our records indicate that Ms [redacted] called to place an orderon October 16, with one of our sales representatives for the HydroxatoneAm/Pm Anti-Wrinkle ComplexAt the time Ms [redacted] placed her order, sheenrolled in our day Risk-Free Trial offer for Hydroxatone and paid $forshipping and processing of the shipmentWe train all sales representatives to read from an approvedscript verbatim to ensure that the terms and conditions of an offer arecommunicated clearly and correctly to the customerAfter these terms andconditions are read, the representative must obtain a clear verbal acceptancefrom the customer to process the orderThe representative will not process theorder if the customer either declines the trial offer or fails to issue aresponse to the offerAll sales confirmation calls are recorded and archived toensure complianceAfter reviewing the recording of the call placed by [redacted] we confirmed that she accepted the “Try It Before You Buy It” offer of Hydroxatoneby verbally agreeing to the terms and conditions of the Risk-Free TrialAs perthe terms and conditions read during the initial sales call, our salesrepresentative informed Ms [redacted] that she would receive jars of Hydroxatone totry Risk-Free for daysIn exchange, Ms [redacted] agreed to be charged 2monthly payments of $69.95, the cost of each jar of Hydroxatone, unless shecontacted customer service for return instructions before the expiration oftheir day trial period and returned the jars as instructedPlease note that we offer our customers“Risk-Free Trials” of our productsThe point of the Risk-Free Trial is toallow the customer to try full size products for a full days so that theycan feel and see the results before they have to make the decision to buy them.These products are not samples and therefore we inform our customers that theywill be responsible for the cost of the merchandise unless they return them asinstructedIncluded in all of our shipmentsis an invoice outlining the specific bill dates and amounts that will becharged to the customer if they decide to keep the merchandiseAdditionally,we request that the customer contact our customer service department in theevent they wish to obtain return instructions, thereby ensuring that theirpackage will be properly received and processed by our returns department andthat they will not be charged for the products while their return is intransitWhen a customer calls in for return instructions, we direct them toreturn the products, whether used, empty or full, through the United StatesPostal Service (USPS) and request they obtain a Delivery Confirmation Number asproof of the returnWe also provide the customer with a Return Number to puton the outside of their package to ensure expedited processing with our returnsdepartment Upon review of Ms***’saccount, we see that she contacted ourcustomer service department on November 7, 2014, and spoke with one of ourcustomer service representatives in regards to her accountDuring that call,the representative provided Ms [redacted] with allof the return instructions, including Return Number 3146633, and advised herthat we must receive her return no later than November 21, to avoid futurechargesAccording to our records, our returns department received [redacted] shipment on November 28, 2014, the same dayshe was charged for the first scheduled payment as per the terms and conditionsof the Risk-Free TrialHowever, due to the return Ms***’s credit card was refunded the same dayAdditionally, on December3, 2014, as a measure of good faith we refunded Ms***’s credit card an additional $3.95, which constitutes allcharges that she incurred from our companyMs [redacted] informed us in hercomplaint that she incurred overdraft fees on her credit card account as aresult of our chargesAt this time, we are unable to process a refund forthese fees because we have not received proper documentation of the chargesfrom Ms***We request that Ms [redacted] provide us with the portion of her creditcard statement which indicates that we are in fact responsible for thosechargesUpon receiving such documentation, we will issue Ms [redacted] a refund ifit is deemed that we are responsible for those overdraft chargesThank you for bringing this matter to our attentionWe doapologize for any inconvenience this may have caused Ms [redacted] and greatlyappreciate the opportunity to clarify this matterWe hope that we haveresolved this complaint to Ms***’s and your satisfactionPlease feel freeto contact our office if you should have any further questions regarding thisaccount Sincerely, [redacted] ***Customer Service Compliance AssociatePhone ( [redacted] Fax [redacted]

We are in receipt of your letter dated June 24, concerning customer, Ms [redacted] Upon receipt of your letter, we have investigated Ms [redacted] ’s complaint and below are the findings as wells as our resolution of matter based on the notes in Ms [redacted] ’s account On June 9, 2015, Ms [redacted] initiated a chargeback through her credit card company As Ms [redacted] has been issued a refunded in the amount of $69.95, through her credit card company’s chargeback process, I am unable to directly process a refund Ms [redacted] ’s account with us has been canceled.Our records indicate that Ms [redacted] initially called and placed an order on April 3, 2015, with our automated voice response system (“IVR System”) for our Intensive Hydrolyze Undereye Formula (“Hydrolyze”) At the time Ms [redacted] placed her order, she enrolled in the day Risk-Free Trial program for our Hydrolyze and paid $7.95, for shipping and processing of the shipmentOur IVR System has the advantage of ensuring consistency in that a customer cannot accept an offer until the terms and conditions are first read by the system verbatimAfter the terms and conditions are read, the system needs verbal acceptance from the customer to process the orderThe system will not process an order if the customer either declines the trial offer or fails to provide a response to the offerPer the terms and conditions of sale, Ms [redacted] agreed to receive the Hydrolyze Risk-Free for daysIn exchange, Ms [redacted] agreed to be charged monthly payments of $69.95, the cost of the Hydrolyze, unless she contacted customer service for return instructions before the expiration of the day trial period and returned the Hydrolyze as instructed.We offer our customers “Risk-Free Trials” of our products; the benefit of the Risk-Free Trial is to allow the customer to try full size products for a full days so they can feel and see the results before making a decision to purchase These products are not samples; our customers informed they will be responsible for the cost ofthe products unless they returned as instructed.Included in all of our shipments is an invoice with specific bill dates and amounts customer will be charged if they decide to keep the products We request customer contact our customer service department to obtain retain instructions in the event they wish to return the products, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transitWhen a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request they obtain a Delivery Confirmation Number as proof of the returnWe also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns department Upon review of Ms [redacted] ’s account, we see that she contacted our customer service department on April 27, 2015, and spoke with one of our customer service representatives in regard to her accountDuring that call, the representative provided Ms [redacted] with all of the return instructions, including Return Number 341901, and advised her that we must receive her return no later than May 11, to avoid future charges.When we did not receive Ms [redacted] ’s return by May 11, we charged Ms [redacted] ’s credit card in accordance with the terms and conditions of the Risk-Free Trial, for her first monthly payment on May 25, 2015, in the amount of $ On June 5, 2015, Ms [redacted] contacted us, in regard to the charge on her credit card Therepresentative informed Ms [redacted] ; we had no record of receiving her returned shipment and advised upon receipt of the returned shipment Ms [redacted] wouldreceive a refund of the purchase price On June 9, 2015, Ms [redacted] initiated a chargeback through her credit card companyAs Ms [redacted] has been issued a refunded in the amount of $69.95, through her credit card company’s chargeback process, I am unable to directly process a refund Ms [redacted] ’s account with us has been canceled.Thank you for bringing this matter to our attentionWe apologize for any inconvenience this may have caused Ms [redacted] and greatly appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to Ms [redacted] ’s and your satisfactionPlease feel free to contact our office if you should have any further questions regarding this account

We are inreceipt of your letter dated December 31, concerning customer, Ms [redacted] Upon receipt of your letter, we investigated her claim and beloware the facts and our resolution of the matter, based on the notes in Ms[redacted] ’s accountAs an initial matter, please note that we contacted Ms[redacted] by phone, and e-mail, on January 6, and informed her we hadrefunded her credit card the full amount of charges totaling $US and thatshe could keep the merchandise without any further obligation to make apaymentMs [redacted] stated that she was satisfied with the resolution andconsiders this matter closed Our records indicate that, Ms [redacted] placed her order through our website, www.getluminique.com,on September 17, for the LuminiqueAtthe time Ms [redacted] placed her order, she enrolled in our day Risk-FreeTrial program for Luminique and paid $USfor shipping and processing of the shipmentAdditionally, Ms [redacted] placed an order for our day Risk-Free Trial program for Bellaplex and paid$US for shipping and processing of the shipmentIn order for the online transaction to have beenprocessed by our company, Ms [redacted] was required to check off a box which confirmed her acceptanceto the terms and conditions of the Risk-Free TrialThese terms and conditionsare displayed on the order page where the customer enters their credit cardinformationThe system is set up to reject the order in the event the customerdoes not click this box As per the terms and conditions of the Risk-FreeTrial, Ms[redacted] was informed that she would receive 2full size jars of Luminique, and full size bottles of Bellaplex, to tryrisk-free for daysIn exchange, Ms [redacted] agreed that the credit card she provided wouldautomatically be charged monthly payments of $US for the cost of these 2jars of Luminique, and monthly payments of $US for the cost of these 2jars of Bellaplex, unless she contacted customer service for returninstructions before the expiration of her day Risk-Free Trial period andreturned the Luminique and Bellaplex as instructedPlease note that we offer our customers“Risk-Free Trials” of our productsThe point of the Risk-Free Trial is toallow the customer to try full size products for a full days so that theycan feel and see the results before they have to make the decision to buy them.These products are not samples and therefore we inform our customers that theywill be responsible for the cost of the merchandise unless they return them asinstructedIncluded in all of our shipments is an invoice outlining thespecific bill dates and amounts that will be charged to the customer if theydecide to keep the merchandiseAdditionally, we request that the customercontact our customer service department in the event they wish to obtain returninstructions, thereby ensuring that their package will be properly received andprocessed by our returns department and that they will not be charged for theproducts while their return is in transitUpon review of Ms [redacted] ’saccount, we see that she contacted ourcustomer service department on October 7, 2014, and spoke with one of ourcustomer service representatives in regards to her accountDuring that call,the representative offered Ms [redacted] a discount of 50% off thepurchase priceMs [redacted] agreed to the discountUnfortunately, therepresentative failed to adjust Ms [redacted] ’s account accordingly.Therefore, her account was charged her monthly paymentsWe would like toapologize to Ms [redacted] for any inconvenience this may have causedFurthermore,we would like to assure Ms [redacted] that our Quality Assurance departmentis trained to take the appropriate corrective action necessary when arepresentative has failed to follow company policies or protocolOur records indicate that one of our customer servicesupervisors contacted Ms [redacted] by e-mail (as well as leaving a voicemailmessage) on January 6, and informed her that we had refunded her creditcard the full amount of charges totaling $US and that she could keep themerchandise without any further obligation to make a paymentMs [redacted] contactedus January 7, and informed us that she was satisfied with the resolutionThank you for bringing this matter to our attentionOnceagain, we sincerely apologize for any inconvenience this may have caused Ms[redacted] and greatly appreciate the opportunity to clarify this matterWehope that we have resolved this complaint to your satisfactionPlease feelfree to contact our office if you should have any further questions regardingthis account

I was very unhappy with the way the representative handled the situationHe was constantly talking while I was trying toexplain something and I incurred a dollar over draft fee from my bank because of the business taking money which clearly shouldn't have been taken 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

We are in receipt of your letter dated April 30, concerning customer, Mr*** *** Upon receipt of your letter, we have investigated Mr***’s complaint and below are the findings as wells as our resolution of matter based on the notes in Mr***’s account As a measure of good faith, on April 30, we refunded Mr***’s credit card in the amount of $157.13, which constitutes all charges that Mr [redacted] incurred from our company On March 4, upon receipt of the products Mr [redacted] returned, we voided the balance due on his account in the amount of $ Mr [redacted] may keep the products in his possession without further obligation tomake a paymentMr***’s account has been canceled.Our records indicate that, Mr [redacted] placed his order through our website, www.tryhydrolyze.com, on November 15, for the Hydrolyze Under Eye Formula (the “Hydrolyze”) At the time Mr [redacted] placed his order, he enrolled in our day Risk-Free Trial program and paid $for shipping and processing of the shipment.In order for the online transaction to have been processed by our company, Mr [redacted] was required to check off a box which confirmed his acceptance to the terms and conditions of the Risk-Free TrialThese terms and conditions are displayed on the order page where the customer enters their credit card informationThe system is set up to reject the order in the event the customer does not click this boxPer the terms and conditions of the Risk-Free Trial, Mr*** was informed that he would receive the Hydrolyze to try risk-free for days In exchange, Mr [redacted] agreed that the credit card he provided would automatically be charged monthly payments of $69.94, plus the applicable sales of $(total $74.84), the cost of these items, unless he contacted customer service for return instructions before the expiration of his day Risk-Free Trial period and returned the items as instructed.The benefit of the Risk-Free Trial is to allow the customer to try full size products for a full days so they can feel and see the results before they have to make the decision to buy themThese products are not samples and we inform our customers that they will be responsible for the cost of the products unless they return them as instructed.Included in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandiseAdditionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their return will be properly received and processed by our returns department and they will not be charged for the products while in transitWhen a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request they obtain a Delivery Confirmation Number as proof of the returnWe also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns department.Our records indicate that Mr [redacted] did not contact customer service at any point during his day Risk-Free Trial period, nor did we receive a return of the shipment in our returns departmentTherefore, in accordance with the terms and conditions of the Risk-Free-Trial, on December Mr [redacted] was charged for his first monthly payment and we set his account up for our Beauty Auto-Shipment Program The second shipment of Hydrolyze was shipped to Mr [redacted] on January 16, 2015.In reviewing of Mr***’s account, we see that he contacted our customer service department on February 22, 2015, and spoke with one of our customer servicerepresentatives During the call the representative reviewed the terms and conditions to which Ms [redacted] original agreed when he placed his initial order, provided Mr [redacted] with the return instructions (including Return Number [redacted] ), and advised we must receive his return no later than March 9, to avoid future charges.On March 4, 2015, our returns department received Mr***’s returnTherefore, we voided the balance due for that shipment in the amount of $andcanceled Ms***’s account As an act of good measure, we have refunded Mr [redacted] credit card in the amount of $constitutes all charges that Mr [redacted] incurred from our company Upon receipt of Mr***’s return and in accordance with our Beauty Auto-Shipment Program Mr***’s account was canceledAfter which Mr [redacted] did not receive any additional charges or shipments from our company.In Mr***’s complaint, he states that our company charged his credit card an additional $Our records do not indicate any such chargeTherefore, we are unable to process a refund for that chargeWe request that Ms [redacted] provide us with the portion of his credit card statement which indicates that we are in fact responsible for a charge of $Upon receiving such documentation, we will issue Mr [redacted] a refund if it is deemed that we are responsible for the charge.Thank you for bringing this matter to our attentionWe do apologize for any inconvenience this may have caused Mr [redacted] and greatly appreciate theopportunity to clarify this matterWe hope that we have resolved this complaint to Mr***’s and your satisfactionPlease feel free to contact ouroffice if you should have any further questions regarding this account

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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

We are in receipt of your letter dated June 5, concerning citizen, A***. Hyroxatone, LLC does not have a businessrelationship nor is it related to or affiliated with either of the companies, Alobella.com and Natayur, which are subject of the complaint. We
hope citizen A***, is able to resolve this matter expedientlyPlease feel free to contact our office if youshould have any further questions regarding this matter

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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

We are in receipt of your letter dated August 14, concerning customer, Ms. *** ***. Upon receipt of your letter, we investigated Ms***’s claim and below are the facts as well as our resolution of the matter based on the notes in Ms***’s account. As Ms*** has disputed the transactions through her financial institution’s chargeback process we are unable to refund her credit card. Ms*** can expect to receive her refund in the amount of $139.90, directly through her financial institution. Ms***’s account with our company has been closed with a zero balance. Our records indicate Ms*** placed her order through our website, wwwbellaplex.com, on January 18, for the Bellaplex Rejuvenating Treatment (the “Treatment”)At the time Ms*** placed her order, she enrolled in our day Risk-Free Trial program for product and paid $1.99, for shipping and processing of the shipmentIn order for the online transaction to have been processed by our company, Ms*** was required to check off a box which confirmed her acceptance to the terms and conditions of the Risk-Free TrialThese terms and conditions are displayed on the order page where the customer enters their credit card informationThe system is set up to reject the order in the event the customer does not click this boxPer the terms and conditions of the Risk-Free Trial, Ms*** was informed that she would receive a full size Treatment for daysIn exchange, Ms*** agreed that the credit card she provided would automatically be charged two (2) monthly payments of $69.95, the cost of the Treatment, unless she contacted customer service for return instructions before the expiration of her day Risk-Free Trial period and returned the Treatment as instructed. Ms*** was informed that she would a new Treatment every unless she contacted our customer service department to remove her account from the Beauty Auto-Shipment ProgramA customer is also removed from the Beauty Auto-Shipment Program if they return the Risk-Free Trial merchandise or any subsequent auto-shipments to our warehouseWe offer our customers “Risk-Free Trials” of our products; the benefit of the Risk-Free Trial is to allow the customer to try full size products for a full days so they can feel and see the results before making a decision to buyThe products are not samplesWe inform our customers that they will be responsible for the cost of the merchandise unless it is return as instructedIncluded in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandiseAdditionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transitWhen a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request they obtain a Delivery Confirmation Number as proof of the returnWe also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns departmentOur records indicate that Ms*** did not contact customer service at any point during her day Risk-Free Trial period, nor did we receive the return of the first shipment in our returns departmentTherefore, in accordance with the terms and conditions of the Risk-Free Trial, on February 26, we attempted to charge Ms*** for her first monthly payment however, the charge to Ms***’s credit card did not go through, until March 14, 2015. Similarly, the charge to Ms***’s credit card for the second monthly payment did not go through until May 30, On March 24, Ms***’s second shipment was shippedUpon review of Ms***’s account, we see that she contacted our customer service department on March 29, to cancel all future shipments and to let us know she returned the initial shipment without a RMA. During that call, the representative provided Ms*** with all of the return instructions for the second shipment, including Return Number ***, and advised her that we must receive her return no later than April 12, to avoid future chargesTo date, our warehouse has no record of receiving the return of the Ms***’s initial shipment. Our warehouse did receive the return of Ms***’s on second shipment on April 16, 2015. Upon the receipt of this returned shipment Ms***’s open balance was cleared. As Ms*** has disputed the transactions through her financial institution we are unable to refund her credit card. Ms*** can expect to receive her refund in the amount of $139.90, directly through her financial institution’s charge back process. Ms***’s account with our company has been closed with a zero balance. Thank you for bringing this matter to our attentionWe do apologize for any inconvenience this may have caused Ms*** and appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to Ms***’s and your satisfactionPlease feel free to contact our office if you should have any further questions regarding this account

March 20, 2015 Dear MsFerrara,We are in receipt of your letter dated March 5, concerning customer, *** ***. Sorry for the delay in the response.Upon receipt of your letter,
we checked our records and have no customer record for the name, address, phone, and emailaddress or combination thereof (please see below) provided by Ms***. Unfortunately we are unable to resolve this matter without additional informationfrom Ms*** such as; product, dateof purchase, method of purchase (i.ephone, internet), and confirmation of the customer address, phone, email (used for purchasing/billing) or credit card statement (redacted) showing the charge Thank you for bringing this matter to our attentionWe do apologize for any inconvenience this may have caused Ms***. We look forward to working with you to resolve this matter

We are inreceipt of your letter dated December 31, 2014 concerning customer, Ms. [redacted]. Upon receipt of your letter, we investigated her claim and beloware the facts and our resolution of the matter, based on the notes in Ms.[redacted]’s account. As an initial matter, please note...

that we contacted Ms.[redacted] by phone, and e-mail, on January 6, 2015 and informed her we hadrefunded her credit card the full amount of charges totaling $279.80 US and thatshe could keep the merchandise without any further obligation to make apayment. Ms. [redacted] stated that she was satisfied with the resolution andconsiders this matter closed.  Our records indicate that, Ms. [redacted] placed her order through our website, www.getluminique.com,on September 17, 2014 for the Luminique. Atthe time Ms. [redacted] placed her order, she enrolled in our 30 day Risk-FreeTrial program for Luminique and paid $1.99 USfor shipping and processing of the shipment. Additionally, Ms. [redacted]placed an order for our 30 day Risk-Free Trial program for Bellaplex and paid$1.99 US for shipping and processing of the shipment. In order for the online transaction to have beenprocessed by our company, Ms. [redacted] was required to check off a box which confirmed her acceptanceto the terms and conditions of the Risk-Free Trial. These terms and conditionsare displayed on the order page where the customer enters their credit cardinformation. The system is set up to reject the order in the event the customerdoes not click this box.  As per the terms and conditions of the Risk-FreeTrial, Ms.[redacted] was informed that she would receive 2full size jars of Luminique, and 2 full size bottles of Bellaplex, to tryrisk-free for 30 days. In exchange, Ms. [redacted] agreed that the credit card she provided wouldautomatically be charged 2 monthly payments of $69.95 US for the cost of these 2jars of Luminique, and 2 monthly payments of $69.95 US for the cost of these 2jars of Bellaplex, unless she contacted customer service for returninstructions before the expiration of her 30 day Risk-Free Trial period andreturned the Luminique and Bellaplex as instructed. Please note that we offer our customers“Risk-Free Trials” of our products. The point of the Risk-Free Trial is toallow the customer to try full size products for a full 30 days so that theycan feel and see the results before they have to make the decision to buy them.These products are not samples and therefore we inform our customers that theywill be responsible for the cost of the merchandise unless they return them asinstructed. Included in all of our shipments is an invoice outlining thespecific bill dates and amounts that will be charged to the customer if theydecide to keep the merchandise. Additionally, we request that the customercontact our customer service department in the event they wish to obtain returninstructions, thereby ensuring that their package will be properly received andprocessed by our returns department and that they will not be charged for theproducts while their return is in transit. Upon review of Ms. [redacted]’saccount, we see that she contacted ourcustomer service department on October 7, 2014, and spoke with one of ourcustomer service representatives in regards to her account. During that call,the representative offered Ms. [redacted] a discount of 50% off thepurchase price. Ms. [redacted] agreed to the discount. Unfortunately, therepresentative failed to adjust Ms. [redacted]’s account accordingly.Therefore, her account was charged her monthly payments. We would like toapologize to Ms. [redacted] for any inconvenience this may have caused. Furthermore,we would like to assure Ms. [redacted] that our Quality Assurance departmentis trained to take the appropriate corrective action necessary when arepresentative has failed to follow company policies or protocol. Our records indicate that one of our customer servicesupervisors contacted Ms. [redacted] by e-mail (as well as leaving a voicemailmessage) on January 6, 2015 and informed her that we had refunded her creditcard the full amount of charges totaling $279.80 US and that she could keep themerchandise without any further obligation to make a payment. Ms. [redacted] contactedus January 7, 2015 and informed us that she was satisfied with the resolution. Thank you for bringing this matter to our attention. Onceagain, we sincerely apologize for any inconvenience this may have caused Ms.[redacted] and greatly appreciate the opportunity to clarify this matter. Wehope that we have resolved this complaint to your satisfaction. Please feelfree to contact our office if you should have any further questions regardingthis account.