Initial Business Response /* (1000, 9, 2017/10/19) */
To Terry (Schiller) Codega:
Thank you for mediating this consumer complaint from our customer, Case Number: [redacted]. Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously....
Before customers commit to our 14-day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes.
According to our records, customer ordered our product (the Youth Renu Skin, Skincare, and Youth Renu Eye, Skincare) on a 14-day trial basis back on 05/17/2017 and paid the shipping and handling fees of $4.97 and $5.97. The trial expired on 05/31/2017 and due to the fact that our customer did not contact us to cancel their trial they were subsequently charged for the original shipments on 05/17/2017 $89.97 for the Youth Renu Skin, and $85.97 for the Youth Renu Eye. Due to no cancellation the autoship program took effect. The following month on 06/30/2017, the customer was shipped another shipment, charging the customer $94.94 from Youth Renu Skin, and $91.94 from Youth Renu Eye.
Customer had contacted our Customer Service on 07/06/2017 and requested for the subscription to be cancelled. We immediately granted the request and cancelled the account. The customer's account is closed. The customer contacted our Customer Service once more on 08/03/2017 stating a bank threat, to appease the customer we offered the customer a 75% refund from last shipment, and customer would be aloud to still keep the latest shipment. The customer accepted.
Even though the customer did not cancel within the trial and continued on our autoship program, as a one-time courtesy we have allowed a 75% refund on the previous order. We have issued a refund of $71.20 on the Youth Renu Skin, and $68.95 on the Youth Renu Eye products ordered on 06/30/2017. The refunds have shown up on the customer's original form of purchase.
Here are the refund confirmations:
$71.20 Trans-ID: [redacted] 10/19/2017
$68.95 Trans-ID: [redacted] 10/19/2017
Please relay this message to our customer, and feel free to let us know if you should have any questions.
Initial Consumer Rebuttal /* (3000, 11, 2017/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The T&C box was to try the product NOTHING ABOUT AUTOSHIP. And yes they refunded me on 08/07 $68.95 &71.20..Little did I know they had shipped me or supposedly billed me for more products on 06/02/2017..And I only realized it when I received my bank statement on or about 07/05/2017..They need to refund me for the charges of 06/02/2017. They show refunds on 10/19/2017; if so I can not confirm until I receive my October bank statement.
Initial Business Response /* (1000, 8, 2017/11/15) */
To [redacted].:
Thank you for mediating this consumer complaint from our customer, Case Number: [redacted]. Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers...
commit to our 14-day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes.
According to our records, customer ordered our products (the Serafina Skin, Skincare) on a 14-day trial basis back on 10/03/2017 and paid the shipping and handling fees of $4.97. The trial expired on 10/17/2017 and due to the fact that our customer did not contact us to cancel their trial they were subsequently charged for the original shipment on 10/03/2017 $89.97 for the Serafina Skin. Due to no cancellation the autoship program took effect.
Customer had contacted our Customer Service on 10/29/2017 and requested for the subscription to be cancelled. We immediately granted the request and cancelled the account.
Even though the customer continued on our autoship program, as a one-time courtesy, we will allow the refund on the previous order. We will issued a refund of $89.97 from Serafina Skin product ordered on 10/03/2017. The refunds should show up on the customer's original form of purchase in 5-7 business days.
Here is the refund confirmation:
$89.97 Trans-ID: [redacted] 11/15/2017
Please relay this message to our customer, and feel free to let us know if you should have any questions.
Initial Business Response /* (1000, 9, 2017/10/19) */
To Terry (Schiller) Codega:
Thank you for mediating this consumer complaint from our customer, Case Number: [redacted]. Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously....
Before customers commit to our 14-day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes.
According to our records, customer ordered our product (the Youth Renu Skin, Skincare, and Youth Renu Eye, Skincare) on a 14-day trial basis back on 05/17/2017 and paid the shipping and handling fees of $4.97 and $5.97. The trial expired on 05/31/2017 and due to the fact that our customer did not contact us to cancel their trial they were subsequently charged for the original shipments on 05/17/2017 $89.97 for the Youth Renu Skin, and $85.97 for the Youth Renu Eye. Due to no cancellation the autoship program took effect. The following month on 06/30/2017, the customer was shipped another shipment, charging the customer $94.94 from Youth Renu Skin, and $91.94 from Youth Renu Eye.
Customer had contacted our Customer Service on 07/06/2017 and requested for the subscription to be cancelled. We immediately granted the request and cancelled the account. The customer's account is closed. The customer contacted our Customer Service once more on 08/03/2017 stating a bank threat, to appease the customer we offered the customer a 75% refund from last shipment, and customer would be aloud to still keep the latest shipment. The customer accepted.
Even though the customer did not cancel within the trial and continued on our autoship program, as a one-time courtesy we have allowed a 75% refund on the previous order. We have issued a refund of $71.20 on the Youth Renu Skin, and $68.95 on the Youth Renu Eye products ordered on 06/30/2017. The refunds have shown up on the customer's original form of purchase.
Here are the refund confirmations:
$71.20 Trans-ID: [redacted] 10/19/2017
$68.95 Trans-ID: [redacted] 10/19/2017
Please relay this message to our customer, and feel free to let us know if you should have any questions.
Initial Consumer Rebuttal /* (3000, 11, 2017/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The T&C box was to try the product NOTHING ABOUT AUTOSHIP. And yes they refunded me on 08/07 $68.95 &71.20..Little did I know they had shipped me or supposedly billed me for more products on 06/02/2017..And I only realized it when I received my bank statement on or about 07/05/2017..They need to refund me for the charges of 06/02/2017. They show refunds on 10/19/2017; if so I can not confirm until I receive my October bank statement.
Initial Business Response /* (1000, 8, 2017/11/15) */
To [redacted].:
Thank you for mediating this consumer complaint from our customer, Case Number: [redacted]. Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers...
commit to our 14-day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes.
According to our records, customer ordered our products (the Serafina Skin, Skincare) on a 14-day trial basis back on 10/03/2017 and paid the shipping and handling fees of $4.97. The trial expired on 10/17/2017 and due to the fact that our customer did not contact us to cancel their trial they were subsequently charged for the original shipment on 10/03/2017 $89.97 for the Serafina Skin. Due to no cancellation the autoship program took effect.
Customer had contacted our Customer Service on 10/29/2017 and requested for the subscription to be cancelled. We immediately granted the request and cancelled the account.
Even though the customer continued on our autoship program, as a one-time courtesy, we will allow the refund on the previous order. We will issued a refund of $89.97 from Serafina Skin product ordered on 10/03/2017. The refunds should show up on the customer's original form of purchase in 5-7 business days.
Here is the refund confirmation:
$89.97 Trans-ID: [redacted] 11/15/2017
Please relay this message to our customer, and feel free to let us know if you should have any questions.