Atheno

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 seriouslyBefore customers commit to our day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxesAccording to our records, the customer ordered our skin cream and eye serum on a day trial basis back on 09/03/and paid the shipping and handling fees of $and $The trial expired on 09/17/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 09/17/2017: $for the skin cream and $for the eye serum.The customer contacted our Customer Service on 09/18/and requested for the subscription to be cancelled, which we didUnfortunately on 09/22/the customer's account was flagged as a chargeback due to the customer filing a dispute with their financial institution, in which their financial institution has ruled the dispute in our favorAt this time we are unable to provide the customer with refunds and we appreciate your understanding

To: Revdex.comThank 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 seriouslyBefore customers commit to our day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxesAccording to our records, the customer ordered our face cream and eye serum on a day trial basis back on 01/22/and paid the shipping and handling fees of $and $The trial expired on 02/05/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 02/05/2018: $for the face cream and $for the eye serum.The customer contacted our Customer Service on 02/12/and requested for the subscription to be cancelled, which we didHowever we feel for our customer’s concerns and do apologize for the inconvenience, thus we will be providing a full refund for the charges on 02/05/for any misunderstanding when placing the orderHere are the refund confirmations:$Trans-ID: dated 02/19/ $Trans-ID: dated 02/19/The refunds should reflect on the customer’s account within to business daysPlease relay this information to our customer and feel free to let us know should you have further questions

[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 would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved I trust that the total charges amounts of $will be taken off of my card Regards, [redacted]

To: Revdex.com Thank you for mediating this consumer complaint from our customer, Case Number: ***Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriouslyBefore customers commit to our day free trial, our customers have to affirm and
acknowledge the terms & conditions for our autoship program by marking the T&C check-boxesAccording to our records, the customer ordered our face cream on a day trial basis back on 12/29/and paid the shipping and handling fee of $The trial expired on 01/12/and due to the fact that the customer didn’t cancel they were charged $for the original shipmentHowever we feel for our customer’s concerns and do apologize for the inconvenience, thus will be providing a full refund for the charge on 01/12/for the face cream in the amount of $for any misunderstanding when placing the orderHere is the refund confirmation:$Trans-ID: dated $The refund should reflect on the customer’s account within to business daysPlease relay this information to our customer and feel free to let us know should you have further questions

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 for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

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 for the business to perform this action and, if it does, will consider this complaint resolved. Please note as of this date the refunds have been received and this matter should be closed, resolved to my satisfaction
Regards,
*** ***

To *** ***:Thank you for mediating this consumer complaint from our customer, Case Number: ***.Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriouslyBefore customers commit to our day free trial, our customers
have to affirm and acknowledge the terms & conditions for our auto ship program by marking the T&C check-boxesAccording to our records, customer ordered our products the Skin Cream and the Eye Serum on a day trial basis back on 10/11/and paid the shipping and handling fees of $and $4.95.The trial expired on 09/19/and due to the fact that our customer did not contact us to cancel their trial they were subsequently charged for the original shipments on 09/19/$for the Skin Cream and $for the Eye Serum.Customer had contacted our Customer Service on 09/24/and requested for the subscription to be cancelledWe immediately granted the request and cancelled the account.Our Customer Service also issued the customer courtesy refunds $for the Skin Cream and $for the Eye Serum as they had stated they were unaware of the terms and conditions.However we feel our customers concerns and do apologize for the inconvenience, thus we will be providing the remaining refunds $for the Skin Cream and $for the Eye Serum.Here are the refund confirmations:$Trans ID:*** dated 10/11/ $Trans ID:*** dated 10/11/2017.Refunds should reflect on customer’s account within to business days.Please relay this information to our customer and feel free to let us know should you have further questions

To: Revdex.com Thank you for mediating this consumer complaint from our customer, Case Number: ***Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriouslyBefore customers commit to our day free trial, our customers have to affirm and
acknowledge the terms & conditions for our autoship program by marking the T&C check-boxesAccording to our records, the customer ordered our face cream and eye serum on a day trial basis back on 01/16/and paid the shipping and handling fees of $and $The trial expired on 01/30/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 01/30/2018: $for the face cream and $for the eye serumDue to no cancellation the autoship program took effectThe following month on 03/01/the customer was charged for new shipments: $for the face cream and $for the eye serumThe customer contacted our Customer Service on 03/05/and requested refunds so we processed a full refund for the order charged on 03/01/in the amounts of $for the face cream and $for the eye serum which the customer acceptedHowever we feel for our customer’s concerns and do apologize for the inconvenience, thus we will be providing an additional full refund for the charges on 01/30/for any misunderstanding when placing the orderHere are the refund confirmations:$Trans-ID: dated 03/08/$Trans-ID: dated 03/08/The refunds should reflect on the customer’s account within to business daysPlease relay this information to our customer and feel free to let us know should you have further questions

As previously stated, before customers commit to our day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxesWe have provided the link to the order page on our website for your review: https://athenoskin.com/order.phpWe hope this additional information satisfies any concerns our customer may have regarding our trial offerSincerely,Atheno Skin

As previously stated, the customer ordered our skin cream and eye serum on a day trial basis back on 09/03/and paid the shipping and handling fees of $and $The trial expired on 09/17/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 09/17/2017: $for the skin cream and $for the eye serum.Unfortunately on 09/22/the customer's account was flagged as a chargeback due to the customer filing a dispute with their financial institution, in which their financial institution has ruled the dispute in our favorWe are unable to provide refunds due to the dispute the customer filed, thank you for understanding

To: Revdex.com Thank you for mediating this consumer complaint from our customer, Case Number: ***Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriouslyBefore customers commit to our day free trial, our customers have to affirm and
acknowledge the terms & conditions for our autoship program by marking the T&C check-boxesAccording to our records, the customer ordered our face cream on a day trial basis back on 01/31/and paid the shipping and handling fee of $The trial expired on 02/14/and due to the fact that the customer didn’t cancel they were charged $for the original shipmentDue to no cancellation the autoship program took effectThe following month on 03/16/the customer was charged $for a new shipment of face cream.The customer contacted our Customer Service on 03/23/and requested for their subscription to be cancelled, which we didHowever we feel for our customer’s concerns and do apologize for the inconvenience, thus will be providing a full refund for the charge on 03/16/for the face cream in the amount of $for any misunderstanding when placing the orderHere is the refund confirmation:$Trans-ID: *** dated 03/26/The refund should reflect on the customer’s account within to business daysPlease relay this information to our customer and feel free to let us know should you have further questions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

To: Revdex.comThank 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, the customer ordered our face cream and eye serum on a 14 day trial basis back on 01/22/2018 and paid the shipping and handling fees of $5.95 and $4.95. The trial expired on 02/05/2018 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 02/05/2018: $89.95 for the face cream and $86.95 for the eye serum.The customer contacted our Customer Service on 02/12/2018 and requested for the subscription to be cancelled, which we did. However we feel for our customer’s concerns and do apologize for the inconvenience, thus we will be providing a full refund for the charges on 02/05/2018 for any misunderstanding when placing the order. Here are the refund confirmations:$89.95 Trans-ID: 3977112318 dated 02/19/2018.      $86.95 Trans-ID: 3977112364 dated 02/19/2018. The refunds should reflect on the customer’s account within 3 to 7 business days. Please relay this information to our customer and feel free to let us know should you have further questions.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  Although I am satisfied with the refund of $94.90 for the erroneous charge I take exception to the statements made by Atheno.  I'd advise them to view their own website Athenoskin.net (I've attached a pdf of the website in question).  Upon viewing the site, they will find that there is NO mention of an autoship program and NO T&C check-boxes.  This is the only website I visited on 1/31/18 to receive the free trial.  Since there was NO mention of an autoship program, there was no reason to cancel a non-existing program!I would suggest that in the future this company and it's myriad of re-branded products conduct business is a more ethical, straight forward way.  
Regards,
[redacted]

As previously stated, we are unable to provide the customer with a refund as the customer filed a dispute with their financial institution and charge has been flagged as a chargeback. We had offered a 50% refund on 10/11/2017 but the customer declined and chose to dispute the charge instead. Thank you

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, the customer ordered our skin cream on a 14 day trial basis back on 09/27/2017 and paid the shipping and handling fee of $4.95. The trial expired on 10/11/2017 and due to the fact that the customer didn’t cancel they were charged $89.95 for the original shipment. The customer contacted our Customer Service on 10/11/2017 and requested a refund. We offered a 50% refund which the customer declined so no refunds were processed. Unfortunately on 10/20/2017 the customer's account was flagged as a chargeback due to the customer filing a dispute with their financial institution, in which their financial institution has ruled the dispute in our favor. At this time we are unable to provide the customer with a refund and we appreciate your understanding.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Originally I thought I had used the product with no effect. However, discovered this was the wrong product and returned the original product which was not open all the times. I used the USPS service reject such product and returned to the business. Why they declaimed my request to refund for non-open shipment? Please see attached return information. Basically, this business was so greedy to charge even returned the non-open package product. They just cheat and sell useless product using trail offer to hide unethical practice. Thanks for your help.
Best Regards,
[redacted]

To: Revdex.com 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, the customer ordered our face cream and eye serum on a 14 day trial basis back on 03/26/2018 and paid the shipping and handling fees of $5.95 and $4.95. The trial expired on 04/09/2018 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 04/09/2018: $89.95 for the face cream and $86.95 for the eye serum.The customer contacted our Customer Service on 04/09/2018 and requested for the subscription to be cancelled, which we did. Later on 04/10/2018 we processed a 75% refund for each product in the amounts of $67.46 and $65.21. However we feel for our customer’s concerns and do apologize for the inconvenience, thus we will be providing the remaining 25% refund for the charges on 04/09/2018 for any misunderstanding when placing the order. Here are the refund confirmations:$22.49 Trans-ID: [redacted] dated 04/12/2018. $21.74 Trans-ID: [redacted] dated 04/12/2018. The refunds should reflect on the customer’s account within 3 to 7 business days. Please relay this information to our customer and feel free to let us know should you have further questions.

To: Revdex.com 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, the customer ordered our face cream and eye serum on a 14 day trial basis back on 04/03/2018 and paid the shipping and handling fees of $5.95 and $4.95. The trial expired on 04/17/2018 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 04/17/2018: $89.95 for the face cream and $86.95 for the eye serum. The customer contacted our Customer Service on 04/20/2018 and requested for the subscription to be cancelled, which we did. Later on 04/22/2018 our Chargeback Prevention team processed a full refund for the charge of $86.95 due to the customer filing a dispute through their financial institution. However we feel for our customer’s concerns and do apologize for the inconvenience, thus we will be providing an additional refund in the amount of $89.95 charged on 04/17/2018 for any misunderstanding when placing the order. Here are the refund confirmations:$89.95 Trans-ID: [redacted] dated 04/25/2018. $86.95 Trans-ID: [redacted] dated 04/22/2018.The refunds should reflect on the customer’s account within 3 to 7 business days. Please relay this information to our customer and feel free to let us know should you have further questions.

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  I trust that the total charges amounts of $364.70 will be taken off of my card.  
Regards,
[redacted]