4vets Project Inc

[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 would be satisfactory to me when I receive a refund on all chargesI have recently been credited for the charges of $and $I am not sure about the original order or what that means exactly but I will send all product back to New Age Skin CareI will consider this resolved when I receive a refund on the first two charges which are in the amount of $and $I will let Revdex.com know if I have received my remaining two refunds
Regards,
*** ***

Mrs*** ordered the day Trial on 8/31/ As you can see from the website, the packing slip, and the additional emails, all places state the terms that this is a Day Trial As Mr*** states, he already disputed the charges with his bank, so we cannot refund those charges
to him, but he must return the products to us so that we do not refute the disputes. Since the charges are disputed, Mr*** has a temporary credit from his bank for the charges As long as the products are returned to us, those temporary credits will become permanent. Thank you,LisaCustomer Care

I don't understand how Mrs*** is making a complaint. She disputed the charges with her bank and was refunded in full. Does she expect to get the money back from us and the bank. She also disputed the charges for the original products, so she received the money back for those
products too, but kept them and used them. So Mrs*** actually defrauded our company by keeping our products, using them, disputing the charges and getting her money back. I really don't feel Mrs*** has anything to complain about

Ms*** ordered our product on 6/14. When she received the product on 6/17, as per *** delivery confirmation, she did have a packing slip in the package which explained that this is a DAY Trial, not a sample, and she would be charged if she did not call to cancelWhen she called
on 7/3, after she was charged, she was very upset and our customer service supervisor, Jesse, told her to return the product for a refundWe received the product on 7/11, and was issued a refund the same daySee below.07/11/10:35am By *** * *** * *** *** *** Since Ms*** disputed the charge with her credit card, we now have to answer the dispute since she was already refundedSince she disputed the charge, she will now be refunded twice for the same chargeWe do not refund the original shipping charges as we must pay *** for deliveryMs*** was refunded for her charge, therefore this matter should be closed. Thank you,Lisa S***

[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 would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Elena G***

As we told Ms*** before, when we receive the products back, she will be refunded for the 2nd product. We already refunded her $on 6/for a product we did not even receive back yet. No matter what the situation with her daughter, she was not years of age, and should never have ordered the product, or she should have told her mother to order it. I am sure Mrs*** would have read the terms and conditions.As I said, when we receive the product, the other refund will be issued.Thank you.*** ***

Mrs*** ordered of our products on our website on 10/ She received a confirmation email, attached, stating this is a Day Trial When she received the products, she received a packing slip, attached, stating this is a Day Trial days before her trial ended, and again
days before her trial ended, she received reminder emails, attached, stating her Day trial was expiring How can she miss the fact that these products are not FREE, but a day trial Mrs*** sent the last products she received back and was refunded for those products.12/16/02:06pm By Jake I - Refunded - $Trans-ID: ***12/16/02:07pm By Jake I - Refunded - $Trans-ID: ***When she called on 11/22, she only said she wanted to return the latest products for refunds She did not say anything about the original products When she called, she was also given a cancellation number so she knew her account was cancelledShe will not be charged or receive any more products from the date she cancelled on 11/ As for the original products, Mrs*** can accept a courtesy refund of $ each ($in total) or return the products for full refunds It is up to her how she would like to proceed If she would like to call us or email us, that would be fine.I look forward to hearing from her so that we can resolve this matter. Thank you,Lisa S***

Mr*** returned the packages on 12/and was credited the same day See below 12/03/01:39pm By Jesse - Refunded - $Trans-ID: *** 12/03/01:39pm By Jesse - Refunded - $Trans-ID: *** If he would have read the packing
slip that is enclosed with the products, he would have realized this was not a "sample" but a Day Trial I do not know why he put in a complaint, when he called, returned the items and was refunded in full How is this a ripoff? Thank you,*** ***

Mrs*** is one of our customers, but she did not order Matrixyl-from us or pay $shipping or $ On 12/28, Mrs*** ordered of our Day Trial Products She ordered New Age Skin Care Cream and New Age Skin Care Serum The shipping costs were $and
$ As you can see from my attachments, nowhere does it say this is a FREE TRIALIn all places, it states THIS IS A DAY TRIAL On our website, when she ordered the products, on her confirmation email, on her packing slip when she received the products, and on her reminder emails, all state THIS IS A DAY TRIAL Since Mrs*** did not call or email us before the trial expiration dates, she was charged $for the Cream and $for the Serum.On 1/18, Mrs*** called our office and spoke to our customer service rep, Phil He issued RMA numbers and told her to send back the products for a refund Since the trial expiration date had passed, we usually charge a $ restocking fee when the customer returns the products If Mrs*** returns the products, I will waive the restocking fees and issue full refunds of $and $for the products If Mrs*** had told our rep, she was upset about the restocking fees, he could have gone to a supervisor to see what could be done To resolve this matter, have Mrs*** return the products to us and she will receive her full refunds. Thank you,Lisa S***

[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 would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Mrs*** clearly stated her minor daughter ordered the products. As you can see from the attached 2nd page of our website, it says, "By clicking the Rush my Order button, I agree that I am over years of age and to the terms and conditions." Apparently this is not the case and Mrs
*** is responsible for those charges. As you can also see from that page, it states this is a Day trial and the customer will be charged if they do not cancel or return the product within that Days. I have also attached a packing slip that comes with every product. That also states this is a Day Trial and the customer must call to cancel or return the product or they will be charged for it. So we are not misleading the customer as the terms and conditions are clearly stated. I am sure that MrsDeJesus' minor daughter did not read the terms and conditions. And why is a year old girl ordering products for anti-wrinkle? Is it truly the case that her daughter ordered it? The reason she is billed under names is because they are completely separate products. Yes they are affiliated, but they are different products. Mrs*** was already refunded $on 6/as you can see from the attached customer account notes. If she returns the products, within days, she will also be refunded the $89.95. Our company is not to blame if, as she stated, her minor daughter ordered these products when clearly she is agreeing that she is over to order them. We cannot be held responsible if her daughter is fraudulently ordering products.As I said, if we receive the products back, Mrs*** will get her refund of $89.95. Mrs*** was not taken advantage of by us, our terms and conditions are clearly stated before the products are purchased, and when they are received. If anyone took advantage of her, it was her daughter by ordering products clearly not meant for a minor.Thank you.*** ***

The customer called in on 5/and spoke to our customer service supervisor. The customer said to cancel all further orders. At no time did they ask for a refund or to return the product. Both on the website when the customer ordered the product, and on the packing slip when the
customer received the product, it states This is a Day Trial. The customer must call within that Day Trial period, or they will be charged for that product. As you can see from the attached information, nowhere is it in small print, it is in the same font as everything else.To satisfy the customer, wither they can send the products back for full refunds, or I can issue a $refund on each charge and he can keep the products. The customer can either call us or email us how they would like to proceed. Thank you,LisaCustomer Care

When Ms*** called in on 10/10, she spoke to our customer service rep and accepted a partial refund which was issued the next day However, since then, on 10/14, Ms *** has returned the open products and was issued the remainder of the refunds She should see those refunds for
$each within 3-business days At this point, Ms *** is refunded in full her $and $ This was the resolution she desired, therefore this matter should be closed. Thanh You,Lisa S***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Mrs*** purchased our Day Trials of our New Age Skin care Serum and Cream on 9/17/ Since that time, she has never contacted us and has received products from our company Mrs*** can return the last months worth of autoshipments ( products) to us, they must be
sealed, and we will refund her for those products Mrs*** cannot keep and use the products and expect a refund Those months worth of products equal $We are really not supposed to take back products more than days old, but we will make this exception.She can return the products to us at New Age *** ** *** *** *** ** ***. Thank you

The customer ordered our products on 6/27. On 7/5, she called our customer service and opted to cancel by pressing the option to pay $ 38.71, keep both products and cancel anything furtherShe did not press the option to speak to a customer service repOn 7/11, she called back and
opted to speak to someoneShe said she had left a voicemail, but we have no record of a voicemail, or she would have been called backI think she misunderstood the customer service rep when she spoke to himHe explained that she opted to keep both products for $She could have returned both products for a refund, but was upset with the call so she did not understand that,.As you can see below, we have refunded her account and she still has both products. We cannot refund the shipping charges she originally paid, as we have to pay *** for delivery.07/12/10:24am By *** * *** * *** *** *** Thank you,Lisa S***

Mrs*** ordered our products on 12/3. She never called to cancel or return the products within the trial period as it states on our website and on her packing slip that she received with the products. Since she did not call, additional products were shipped to her and she was
charged for themShe called our office on 12/and was issued RMA numbers to return the products for full refundsAs of today, we have only received product back, but she was refunded in full for both products. Mr.s t see the refunds on her card yet because her bank can take 3-days to post those credits back to her accountBut, she is refunded in full and her account is closed.Thank you

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

The date I provided was incorrect, and I have pasted the
terms from their website below (the previous terms were from a Google search
and linked to a similar company) I believe the terms on their website are unclear at best and
while it mentions that without calling customer service you will be billed
89.95, it is misleading as to if the would be retroactive to the product
received in the trial or the future price for automatic shipments going forward
that you would be automatically enrolled in for not cancelling the trial
Reputable companies that offer trials will enroll you in automatic future
shipments of the product at regular price if one doesn't cancel during the
trial period, but they don't go back and also raise the amount you paid for
"trial products." They also don't have a return policy on opened products, as
stated to me by the rep, so if a customer called within the days (which is
really apparently) and cancelled, they would not be asked to return
the product and there would be no additional charge So why would they
raise the price almost times the trial price for a trail product you were
allowed to use and they wouldn't haven't
taken back anyway - even if you called the next day after trying it It should also be noted that the rep offered $(less than
half) refund on each product as previously stated However, even their
response to the Revdex.com is seemingly misleading as it gives the impression a full
refund was given when I expressed my displeasure In fact, it was only
after making a complaint with the Revdex.com did I receive a voicemail stating that
they have an A rating (it's actually A-) and that they would now give a full
refund (I assume minus shipping and handling) It should also be noted
that after the rep offered the $on each, I asked if it would make a
difference if I spoke to a supervisor (this was recorded) and he re-stated that
there were packing slips that said to call if there were questions about the
trial and said they would send me a scrub brush I accepted the brush not
as a satisfactory resolution, but instead because I was led to believe nothing
else could be done The message I received after making a complaint with
Revdex.com from a supervisor now offered a refund only if I return that brush.Very dissatisfied with this company.I feel the company has misleading verbiage, an illogical
policy of why they would be charging, only attempt real resolutions to maintain
their Revdex.com rating after complaints are made and it is unacceptable Others
should be made aware of their practices by seeing a representative Revdex.com rating
to these practices The company should have clear terms and offer refunds
for products, they don't take back after opening anyway, without the consumer
first having to make a complaint outside of the company Terms from their site after click
"trial"

The customer is incorrect in what she said in her complaintShe did call on 7/and speak to our customer service rep, Phil. She agreed to keep both products for a time charge of $ for both (not each)she told the rep that she could pay on SaturdayShe was not sending them back and
she was not being charged $70.00. And if she didn't speak to a live person, how would she know to return the products (nowhere does it say they have to be returned separately) and nowhere does it say, or did our rep say, she would have to pay $70.00.Since she is upset, she can keep the products for the shipping she already paidI will not charge the $on Saturday. Thank you,Lisa S***