Avenique

Please see the attached document for our response March 19, 2015Complaint ID: [redacted] We would like to acknowledge receipt of [redacted] complaint, and appreciate this opportunity to address itThe customer has filed a dispute with her credit card company and her account with us has been frozenWe apologize for any misunderstandingsCustomer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our serviceHowever, we do stand by our policiesWe regret that we are unable to assist this customer furtherSincerely, Avenique Management ?

March 20, 2015Complaint ID: [redacted] We would like to acknowledge receipt of [redacted] complaint, and appreciate this opportunity to address itOur customers are sent their initial 30-day supply of Avenique Under Eye Serum to try for the first days without charge On the 15th day, if the customer has not contacted us, they are automatically billed for the product in their possession and enrolled in our Avenique Preferred Customer Club, where they receive a monthly supply every days thereafterNowhere on our website do we claim to offer a free sample, sample size, trial size, or free giftWe offer all customers a trial period to try our full sized productAt Avenique.com, we do not hide our Terms and Conditions in small, unreadable text or behind a hyperlinkThey are disclosed directly on the ordering website at the bottom of the page in size font, and are also highlighted in a large white box on the second page where the customer inputs their credit card information (please see image on page 2)The customer has to click on “I agree to the Terms and Conditions” twice before the order is processedIf the customer does not “agree” to those terms, the order will not go throughThis customer began on her trial on 2/2/She was chosen for an extended trial, which ended on 2/28/We did not hear from her within that time and so on 2/28/15, her account was charged for the product in her possessionWe received a call on 3/2/and the customer was explained our Terms and ConditionsHer account was cancelled at this time as wellAs we have a no refund or return policy for customers who are outside of the trail period, we apologize that we are unable to issue a refundHowever as a courtesy for the misunderstanding, we will gladly ship out a complimentary bottle of Avenique once we receive an email to [email protected] that a suitable resolution has been reachedWe apologize for any misunderstandingsCustomer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our serviceHowever, we do stand by our policies and want to reiterate that our Terms and Conditions were agreed to twice before the order was processedSincerely, Avenique Management

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 As previously stated in my complaint I stand by my objections that this company was misleading and tricks their customers into buying a very expensive eye creamThe eye cream was a very mediocre cream and I am not interested in them sending me another bottle of itI still have the last one they sent meIf they had offered a refund I may have trusted them in the futureI will not recommend this product or company to anyone I know Regards, [redacted]

June 30, Complaint ID: ***
"">We would like to acknowledge receipt of Ms*** *** *** complaint, and appreciate this opportunity to address itOur customers are sent their initial full 30-day supply of Avenique Under Eye Serum to try for the first 14-days without chargeOn the 15th day, if the customer has not contacted us, they are automatically billed for the product in their possession and enrolled in our Avenique Preferred Customer Club, where they receive a monthly supply every days thereafterNowhere on our website do we claim to offer a free sample or a trial product, only a trial period to try our full sized product At Avenique.com, we do not hide our Terms and Conditions in small, unreadable text or behind a hyperlinkThey are disclosed directly on the ordering website at the bottom of the page in size font, and are also highlighted in a large white box on the second page where the customer inputs their card information (please see image on page 2)The customer has to click “I agree to the Terms and Conditions” twice before the order is processedIf the customer does not “agree” to those terms, the order will not process This customer placed her order on January 25, This was when she paid the $for shipping, and was the start of her 14-day trialThe trial ended on February During this time, we did not receive a request to cancel, so she was charged for the product in her possessionShe emailed our Customer Support Team on February 16, and her account was cancelled at this timeShe was reminded that our Terms and Conditions were agreed to at the time of the purchaseBecause her product was open, we informed the customer that we were unable to accept it back as a return We apologize for any miscommunication that may have occurred and regret that the customer is unsatisfied with our productHowever, as she is outside of the trial period, we are unable to issue a refundAs a courtesy for the misunderstanding, we will gladly send out a complimentary bottle once we receive an email to [email protected] that a suitable resolution has been reached Customer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our serviceHowever, we do stand by our policies and would like to reiterate that our customers accept the Terms and Conditions two separate times before the order is processed Sincerely, Avenique Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
How can you try this product and not return it whether it is within the trial periodThe above ad does not even state what the actual amount of the product is They originally offered me half my money back providing that I not notify my bankWhat does that tell you?
Attached also is the email I received from the Customer Support memberCustomer Support
To*** *** ***
Feb Hi ***,
Thank you for contacting Avenique Customer SupportI’m sorry to hear that Avenique Under Eye Serum was not to your satisfactionI have cancelled your account, effective 2/16/15, and your cancellation number is #***.
While all of our customers receive a full 30-day supply of Avenique Under Eye Serum, our free trial period lasts daysYour 14-day trial period began on 1/25/15 and ended on 2/8/As stated in our Terms and Conditions, if we have not heard from you within those two weeks, we do charge your account the full price of the bottle in your possession.
To ensure that each customer is aware of the Terms and Conditions, we place them at the bottom of our website and on the checkout pageIn addition, we do not allow a single order to process until the box is clicked that states the customer agrees to the Terms and Conditions.
We normally don’t have a refund or a return policy for customers who are outside of their trial period, but as a courtesy I can offer you partial refundHowever, if you do file a dispute with your bank, your account with us will be frozen and we will be unable to assist you further.
I look forward to hearing from you.
Sincerely,
Avenique Customer Support
(877) 427-Avenique Serum
I am years old and feel that I have been dupedI live on a small amount of social security so why in the world would I spend that kind of money for my eyes when I could have paid my gas bill?
Thank you
Regards,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[The company's response to my complaint did not propose a resolution of any kindI appreciate them stating that they stand by their policy and if that's the case, I followed their policy by calling and requesting cancelation of any further chargesMy call was made prior to the 14th day after I agreed to try the productA refund for the full amount I was charged is requested.]
Regards,
*** ***

Please see the attached document for our response. 
April 1, 2015Complaint ID: [redacted]We would like to acknowledge receipt of
[redacted] complaint, and appreciate this opportunity to address it. Our
customers are sent their initial 30-day supply of Avenique Under...

Eye Serum to
try for the first 14 days without charge. On the 15th day, if the
customer has not contacted us, they are automatically billed for the product in
their possession and enrolled in our Avenique Preferred Customer Club, where
they receive a monthly supply every 30 days thereafter. Nowhere on our website
do we claim to offer a free sample, sample size, trial size, or free gift. We
offer all customers a trial period to try our full sized product. At Avenique.com, we do not hide our
Terms and Conditions in small, unreadable text or behind a hyperlink. They are
disclosed directly on the ordering website at the bottom of the page in size 12
font, and are also highlighted in a large white box on the second page where
the customer inputs their credit card information (please see image on page 2).
The customer has to click on “I agree to the Terms and Conditions” twice before
the order is processed. If the customer does not “agree” to those terms, the
order will not go through. This customer began her trial period on
1/27/15, which was when she paid $4.95 for shipping and handling. Her trial was
over on 2/10/15, however this charge was declined. Our system attempted to
process the charge for the product she was sent on 2/28/15, 3/3/15, and again
on 3/27/15. The charge was approved on 3/27/15. We received a call from the customer on
2/12/15. Because the customer was calling outside of her trial period, our
Customer Support Team attempted to collect payment for the outstanding amount
owed, but the customer refused. The customer was made aware that we were unable
to cancel her account until we collected payment, as she had been sent a full
30-day supply and had not contacted us within her trial. Our Customer Support
Team explained our Terms and Conditions. We apologize for any misunderstandings.
As her payment was approved on 3/27/15, we have cancelled the customer’s
account. She will receive no further shipments or billings from us.   Customer satisfaction is very important
to us, and we are continuously striving to streamline and perfect the quality
of our service. However, we do stand by our policies and want to reiterate that
our Terms and Conditions were agreed to twice before the order was processed. Sincerely, Avenique Management ?

Please see the attached document for our response. 
March 19,
2015Complaint
ID: [redacted]We would
like to acknowledge receipt of [redacted] complaint, and appreciate
this opportunity to address it. The customer has filed a dispute with her
credit card company...

and her account with us has been frozen. We
apologize for any misunderstandings. Customer satisfaction is very important to
us, and we are continuously striving to streamline and perfect the quality of
our service. However, we do stand by our policies. We regret that we are unable
to assist this customer further. Sincerely, Avenique
Management ?

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 
As previously stated in my complaint I stand by my objections that this company was misleading and tricks their customers into buying a very expensive eye cream. The eye cream was a very mediocre cream and I am not interested in them sending me another bottle of it. I still have the last one they sent me. If they had offered a refund I may have trusted them in the future. I will not recommend this product or company to anyone I know.
Regards,
[redacted]

March
20, 2015Complaint
ID: [redacted]We
would like to acknowledge receipt of [redacted] complaint, and
appreciate this opportunity to address it. Our customers are sent their initial
30-day supply of Avenique Under Eye Serum to try for the first 14 days without
charge....

On the 15th day, if the customer has not contacted us, they
are automatically billed for the product in their possession and enrolled in
our Avenique Preferred Customer Club, where they receive a monthly supply every
30 days thereafter. Nowhere on our website do we claim to offer a free sample,
sample size, trial size, or free gift. We offer all customers a trial period to
try our full sized product. At
Avenique.com, we do not hide our Terms and Conditions in small, unreadable text
or behind a hyperlink. They are disclosed directly on the ordering website at
the bottom of the page in size 12 font, and are also highlighted in a large white
box on the second page where the customer inputs their credit card information
(please see image on page 2). The customer has to click on “I agree to the
Terms and Conditions” twice before the order is processed. If the customer does
not “agree” to those terms, the order will not go through. This
customer began on her trial on 2/2/15. She was chosen for an extended trial,
which ended on 2/28/15. We did not hear from her within that time and so on
2/28/15, her account was charged for the product in her possession. We received
a call on 3/2/15 and the customer was explained our Terms and Conditions. Her
account was cancelled at this time as well. As
we have a no refund or return policy for customers who are outside of the trail
period, we apologize that we are unable to issue a refund. However as a
courtesy for the misunderstanding, we will gladly ship out a complimentary
bottle of Avenique once we receive an email to [email protected] that a suitable
resolution has been reached. We
apologize for any misunderstandings. Customer satisfaction is very important to
us, and we are continuously striving to streamline and perfect the quality of
our service. However, we do stand by our policies and want to reiterate that
our Terms and Conditions were agreed to twice before the order was processed. Sincerely, Avenique
Management

We would like to acknowledge receipt of
Ms. [redacted]’s complaint, and appreciate this opportunity to address it. Our
customers are sent their initial 30-day supply of Avenique Under Eye Serum to
try for the first 14 days without charge. On the 15th day, if the
customer has not contacted us,...

they are automatically billed for the product in
their possession and enrolled in our Avenique Preferred Customer Club, where
they receive a monthly supply every 30 days thereafter. Nowhere on our website
do we claim to offer a free sample, sample size, trial size, or free gift. We
offer all customers a trial period to try our full sized product. At Avenique.com, we do not hide our
Terms and Conditions in small, unreadable text or behind a hyperlink. They are
disclosed directly on the ordering website at the bottom of the page in size 12
font, and are also highlighted in a large white box on the second page where
the customer inputs their credit card information (please see image on page 2).
The customer has to click on “I agree to the Terms and Conditions” twice before
the order is processed. If the customer does not “agree” to those terms, the
order will not go through. Additionally, we are not affiliated with or
sponsored by any celebrities or other companies. This customer began her trial period on
1/24/15, which was when she paid the initial $4.95 for shipping and handling.
When her trial was over on 2/7/15, she was charged the retail value of the full
sized product she had been sent, as we did not receive a request to cancel
within those two weeks. We received a call from the customer on
3/26/15 regarding the charge. At this time, her account was cancelled and our
Customer Support Representative explained our Terms and Conditions, which were
agreed to at the time of ordering. There was no refund requested. As we have a no refund or return policy
for customers who are outside of the trail period, we apologize that we are
unable to issue a refund. However as a courtesy for the misunderstanding, we
will gladly ship out a complimentary bottle of Avenique once we receive an
email to [email protected] that a suitable resolution has been reached. We apologize for any misunderstandings.
Customer satisfaction is very important to us, and we are continuously striving
to streamline and perfect the quality of our service. However, we do stand by
our policies and want to reiterate that our Terms and Conditions were agreed to
twice before the order was processed. Sincerely, Avenique
Management

Please see the attached document for our response. 
March
25, 2015Complaint
ID: [redacted]We
apologize that Ms. Michelle Ruby is unsatisfied with our response. However, the
customer has filed a dispute with her credit card company, and her account with
us has been frozen. If she has any further questions, we suggest she contact
her bank. We apologize
again for any misunderstandings. Customer satisfaction is very important to us,
and we are continuously striving to streamline and perfect the quality of our
service. However, we do stand by our policies and regret that we are unable to
assist this customer further. Sincerely, Avenique
Management ?

We regret that Ms. [redacted] is
unsatisfied with our response. We offer the two-week trial period so that
customers may use our product to decide if it is something they’d like to
purchase and continue to receive once that trial period is over. If the customer
decides that Avenique isn’t right for them, they can call or email to cancel
within the trial and avoid any charges. We do our best to make our Terms and
Conditions clear on our webpage and would like to restate that the customer
must agree to those Terms and Conditions twice before the order is allowed to
process.  As we have a no refund or return policy
for customers who are outside of the trail period, we apologize that we are
unable to issue a refund. However as a courtesy for the misunderstanding, we
will still gladly ship out a complimentary bottle of Avenique once we receive
an email to [email protected] that a suitable resolution has been reached. We’re sorry for any misunderstandings.
Customer satisfaction is very important to us, and we are continuously striving
to streamline and perfect the quality of our service. However, we do stand by
our policies and want to reiterate that our Terms and Conditions were agreed to
twice before the order was processed. Sincerely, Avenique
Management

Review: I purchased a TRIAL sample advertised for postage only $4.95. I called today to ask them not to send any more of that stuff. I was told my trial date was over and they billed my account $87.00 that was declined and I must pay the $87.00 in order to get off the account. I do not want the product at all. And I don't want any surprise charges for something I do not think is worth what they want for it.Desired Settlement: I want to be off their computer and I do not want their product at any price.

Business

Response:

Please see the attached document for our response. April 1, 2015Complaint ID: [redacted]We would like to acknowledge receipt of

[redacted] complaint, and appreciate this opportunity to address it. Our

customers are sent their initial 30-day supply of Avenique Under Eye Serum to

try for the first 14 days without charge. On the 15th day, if the

customer has not contacted us, they are automatically billed for the product in

their possession and enrolled in our Avenique Preferred Customer Club, where

they receive a monthly supply every 30 days thereafter. Nowhere on our website

do we claim to offer a free sample, sample size, trial size, or free gift. We

offer all customers a trial period to try our full sized product. At Avenique.com, we do not hide our

Terms and Conditions in small, unreadable text or behind a hyperlink. They are

disclosed directly on the ordering website at the bottom of the page in size 12

font, and are also highlighted in a large white box on the second page where

the customer inputs their credit card information (please see image on page 2).

The customer has to click on “I agree to the Terms and Conditions” twice before

the order is processed. If the customer does not “agree” to those terms, the

order will not go through. This customer began her trial period on

1/27/15, which was when she paid $4.95 for shipping and handling. Her trial was

over on 2/10/15, however this charge was declined. Our system attempted to

process the charge for the product she was sent on 2/28/15, 3/3/15, and again

on 3/27/15. The charge was approved on 3/27/15. We received a call from the customer on

2/12/15. Because the customer was calling outside of her trial period, our

Customer Support Team attempted to collect payment for the outstanding amount

owed, but the customer refused. The customer was made aware that we were unable

to cancel her account until we collected payment, as she had been sent a full

30-day supply and had not contacted us within her trial. Our Customer Support

Team explained our Terms and Conditions. We apologize for any misunderstandings.

As her payment was approved on 3/27/15, we have cancelled the customer’s

account. She will receive no further shipments or billings from us. Customer satisfaction is very important

to us, and we are continuously striving to streamline and perfect the quality

of our service. However, we do stand by our policies and want to reiterate that

our Terms and Conditions were agreed to twice before the order was processed. Sincerely, Avenique Management ?

Review: I did not authorize this company to withdraw $87.23 from my bank account. I was under the impression that $4.95 was for a trail period for the 30 day supply. 0.5 fl oz

I received no correspondence telling me that I need to cancel and that they were going to take funds from my acct. This company is a scam and I want my money returned to my account. I have read nothing but complaints about this company and their product that does not work. False advertising is just wrong!Desired Settlement: I want my money refunded back to my account.

Business

Response:

March

20, 2015Complaint

ID: [redacted]We

would like to acknowledge receipt of [redacted] complaint, and

appreciate this opportunity to address it. Our customers are sent their initial

30-day supply of Avenique Under Eye Serum to try for the first 14 days without

charge. On the 15th day, if the customer has not contacted us, they

are automatically billed for the product in their possession and enrolled in

our Avenique Preferred Customer Club, where they receive a monthly supply every

30 days thereafter. Nowhere on our website do we claim to offer a free sample,

sample size, trial size, or free gift. We offer all customers a trial period to

try our full sized product. At

Avenique.com, we do not hide our Terms and Conditions in small, unreadable text

or behind a hyperlink. They are disclosed directly on the ordering website at

the bottom of the page in size 12 font, and are also highlighted in a large white

box on the second page where the customer inputs their credit card information

(please see image on page 2). The customer has to click on “I agree to the

Terms and Conditions” twice before the order is processed. If the customer does

not “agree” to those terms, the order will not go through. This

customer began on her trial on 2/2/15. She was chosen for an extended trial,

which ended on 2/28/15. We did not hear from her within that time and so on

2/28/15, her account was charged for the product in her possession. We received

a call on 3/2/15 and the customer was explained our Terms and Conditions. Her

account was cancelled at this time as well. As

we have a no refund or return policy for customers who are outside of the trail

period, we apologize that we are unable to issue a refund. However as a

courtesy for the misunderstanding, we will gladly ship out a complimentary

bottle of Avenique once we receive an email to [email protected] that a suitable

resolution has been reached. We

apologize for any misunderstandings. Customer satisfaction is very important to

us, and we are continuously striving to streamline and perfect the quality of

our service. However, we do stand by our policies and want to reiterate that

our Terms and Conditions were agreed to twice before the order was processed. Sincerely, Avenique

Management

Review: Avenique advertised their product for only the price of $4.95 s/h. I did call within the 14 days in which I agreed to try their product. [redacted] and [redacted] said they were confident that they were correct that I did not make any call to their call center. [redacted] said "she was right". I am not accepting this answer. There was no attempt on the behalf of the company to resolve this issue with me and [redacted] suggested I contacted my bank or the Revdex.com so I didn't waste my time. I am requesting the amount I was charged by Avenique $87.23 on 3/1/2015 be refunded.Desired Settlement: Apology for implying I did not call within the 14 days of purchasing trial shipping for only the price of shipping and handling, $4.95. Refund of charge place on my account of $87.23 on 3/1/2015.

Business

Response:

Please see the attached document for our response. March 19,

2015Complaint

ID: [redacted]We would

like to acknowledge receipt of [redacted] complaint, and appreciate

this opportunity to address it. The customer has filed a dispute with her

credit card company and her account with us has been frozen. We

apologize for any misunderstandings. Customer satisfaction is very important to

us, and we are continuously striving to streamline and perfect the quality of

our service. However, we do stand by our policies. We regret that we are unable

to assist this customer further. Sincerely, Avenique

Management ?

Consumer

Response:

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

[The company's response to my complaint did not propose a resolution of any kind. I appreciate them stating that they stand by their policy and if that's the case, I followed their policy by calling and requesting cancelation of any further charges. My call was made prior to the 14th day after I agreed to try the product. A refund for the full amount I was charged is requested.]

Regards,

Business

Response:

Please see the attached document for our response. March

25, 2015Complaint

ID: [redacted]We

apologize that Ms. Michelle Ruby is unsatisfied with our response. However, the

customer has filed a dispute with her credit card company, and her account with

us has been frozen. If she has any further questions, we suggest she contact

her bank. We apologize

again for any misunderstandings. Customer satisfaction is very important to us,

and we are continuously striving to streamline and perfect the quality of our

service. However, we do stand by our policies and regret that we are unable to

assist this customer further. Sincerely, Avenique

Management ?

Review: Avenique isn't misrepresenting their product as a trial as it is not free when they charge your credit card $87.23 . It does say it is a 14 day trial but does not tell you they are just trying to get your credit card info by using it to pay for shipping. They also claim that celebrities are using this with major results. Right after I ordered this I saw the same picture of celebrities for another eye serum product. How can they outright lie about this product.Desired Settlement: Be honest with their advertisements . Honest companies with great products thrive. Refund credit card purchases due to misrepresentation of product.

Business

Response:

We would like to acknowledge receipt of

Ms. [redacted]’s complaint, and appreciate this opportunity to address it. Our

customers are sent their initial 30-day supply of Avenique Under Eye Serum to

try for the first 14 days without charge. On the 15th day, if the

customer has not contacted us, they are automatically billed for the product in

their possession and enrolled in our Avenique Preferred Customer Club, where

they receive a monthly supply every 30 days thereafter. Nowhere on our website

do we claim to offer a free sample, sample size, trial size, or free gift. We

offer all customers a trial period to try our full sized product. At Avenique.com, we do not hide our

Terms and Conditions in small, unreadable text or behind a hyperlink. They are

disclosed directly on the ordering website at the bottom of the page in size 12

font, and are also highlighted in a large white box on the second page where

the customer inputs their credit card information (please see image on page 2).

The customer has to click on “I agree to the Terms and Conditions” twice before

the order is processed. If the customer does not “agree” to those terms, the

order will not go through. Additionally, we are not affiliated with or

sponsored by any celebrities or other companies. This customer began her trial period on

1/24/15, which was when she paid the initial $4.95 for shipping and handling.

When her trial was over on 2/7/15, she was charged the retail value of the full

sized product she had been sent, as we did not receive a request to cancel

within those two weeks. We received a call from the customer on

3/26/15 regarding the charge. At this time, her account was cancelled and our

Customer Support Representative explained our Terms and Conditions, which were

agreed to at the time of ordering. There was no refund requested. As we have a no refund or return policy

for customers who are outside of the trail period, we apologize that we are

unable to issue a refund. However as a courtesy for the misunderstanding, we

will gladly ship out a complimentary bottle of Avenique once we receive an

email to [email protected] that a suitable resolution has been reached. We apologize for any misunderstandings.

Customer satisfaction is very important to us, and we are continuously striving

to streamline and perfect the quality of our service. However, we do stand by

our policies and want to reiterate that our Terms and Conditions were agreed to

twice before the order was processed. Sincerely, Avenique

Management

Consumer

Response:

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

Review: This product has a similar ad as the [redacted] They are misrepresenting in their advertising. They state to send them $4.95 for shipping and handling and do not mention in their ad about reoccurring charges. People need to be aware of this fraud company. I have contacted them to get a refund and they sent me an email offering me half of the $87.23. This is outrageous. I have contacted my bank and asked them to get my money back since I did not authorize this charge to my debit card. I am 67 years old and a widow living on social security why would I want to spend that kind of money? I need my small check to pay for medicine and housing which come first. This is such a scam. I just want my money they charged ($87.23) returned to me.Desired Settlement: I just want my money returned but also want everyone to be advised of this scam. It's misrepresenting and unfair to take advantage of people with them totalling describing all details on their internet ad.

Business

Response:

June 30, 2015 Complaint ID: [redacted] We would like to acknowledge receipt of Ms. [redacted] complaint, and appreciate this opportunity to address it. Our customers are sent their initial full 30-day supply of Avenique Under Eye Serum to try for the first 14-days without charge. On the 15th day, if the customer has not contacted us, they are automatically billed for the product in their possession and enrolled in our Avenique Preferred Customer Club, where they receive a monthly supply every 30 days thereafter. Nowhere on our website do we claim to offer a free sample or a trial product, only a trial period to try our full sized product. At Avenique.com, we do not hide our Terms and Conditions in small, unreadable text or behind a hyperlink. They are disclosed directly on the ordering website at the bottom of the page in size 12 font, and are also highlighted in a large white box on the second page where the customer inputs their card information (please see image on page 2). The customer has to click “I agree to the Terms and Conditions” twice before the order is processed. If the customer does not “agree” to those terms, the order will not process. This customer placed her order on January 25, 2015. This was when she paid the $4.95 for shipping, and was the start of her 14-day trial. The trial ended on February 8. During this time, we did not receive a request to cancel, so she was charged for the product in her possession. She emailed our Customer Support Team on February 16, and her account was cancelled at this time. She was reminded that our Terms and Conditions were agreed to at the time of the purchase. Because her product was open, we informed the customer that we were unable to accept it back as a return. We apologize for any miscommunication that may have occurred and regret that the customer is unsatisfied with our product. However, as she is outside of the trial period, we are unable to issue a refund. As a courtesy for the misunderstanding, we will gladly send out a complimentary bottle once we receive an email to [email protected] that a suitable resolution has been reached. Customer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our service. However, we do stand by our policies and would like to reiterate that our customers accept the Terms and Conditions two separate times before the order is processed. Sincerely, Avenique Management

Consumer

Response:

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.