Beauty & Truth

Trial offers which carry additional charges must be well disclosed to the customer.  We plainly disclose the terms of the sale and prices at the point-of-sale, before the customer enters their payment details. Furthermore, we take a multi-stage approach toward disclosure to avoid at all costs...

customers who feel they are unaware of the offer's terms.First, we include the terms at the point of sale, before a payment is made. Here are the terms this customer agreed to when he placed his order: "I am agreeing to be charged $4.95 today and $98.71 for my trial skincare product on the 15th day if I do not call to cancel my membership. I will receive a full-size bottle of skincare product for $98.71 (S&H included) every 30 days thereafter until I cancel. My credit card will be billed and my shipment will be sent automatically at those times. Shipments will continue until I call to cancel my membership at ###-###-#### or by emailing [redacted]@findbeautyandtruth.com, open 24 hours a day, 7 days a week." Next, after the purchase is confirmed, we notify the customer with a welcome email, which also contains information regarding the on-going component to their membership. Each of these areas clearly discloses our toll-free telephone number which has agents standing by 24/7 to handle customer requests.  When the customer receives their package, there is a packing slip indicating the same contact details. Within the package is a brochure and membership card which quite obviously state the on-going membership information and our contact details. If all else fails, and the customer is billed against their wishes, we offer a no hassle refund policy. In short, we strive for very transparent and highly available customer service. We do not offer "free gifts". The samples included in the package are the customer's to try and keep, but the full size products must be returned if they do not wish to purchase them. Shipping and handling charges are non refundable.This customer's membership is already cancelled, so there will be no further charges or shipments.

[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.
Regards,
[redacted]

Here is an excerpt from the original complaint filed by [redacted]: "I agreed to try a free sample (I had to pay shipping costs) of a two products advertised by a company entitled "Beauty & Truth". I received the free sample, but did nothing to encourage interest in pursuing the product further. I have since been charged nearly $200 via debit card withdrawal by the company, but have never received any product. I did not want the product. I did not ask for the product. I did not receive any product, yet still was charged a huge amount." The trial items were confirmed delivered by USPS on March 12th. 2016. (9[redacted]795[redacted]3760 12 Mar 2016 12:18 Package delivered by local post office [redacted], IA)

Today we've processed a further $44.25 refund in good faith, taking the total refund to date to $88.49 without any products returned. As mentioned on a previous phone call to customer service, the membership was canceled on July 6th, 2015, and since then, as promised, there have been no further charges or shipments of product, nor will there be. Here is an excerpt from the terms of the trial offer that [redacted] agreed to whilst placing the original order on April 19th, 2015: "By clicking to order I represent that I have read and agree to the Privacy Policy and full Terms and Conditions of this offer and I understand that I will be liable for payment of product that was shipped to me, and future shipments of product, if I fail to notify customer service to stop supplying the product to me. Refund Policy:I understand that if I am not fully satisfied with my products I may cancel my order at any time by calling customer service and returning any unused, unopened Product to our warehouse. All returns must be within 30 days of original purchase (excluding trial product). Shipping and handling charges are non-refundable."

[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.
Regards,
[redacted]

On Aug. 16th, 2016, VB agreed to the terms and conditions of 2 trial offers and was charged the associated shipping and handling fees. On Sep. 6th, 2016, the memberships/ subscriptions were canceled as requested and confirmed via email. VB was refunded $44.24 and $49.35 and provided with return...

instructions. Returns processed to date: None. The return-for-refund window expires 30 days from the most recent charge.

The membership was canceled as requested; there will be no further charges nor shipments of product unless otherwise directed by [redacted] who is under no obligation to return the items that were confirmed delivered by UPS. Shipping and handling charges are non-refundable. [redacted] received return...

information via email in order to return the items in good faith. B&T considers this matter resolved.

S&H is non-refundable. The memberships are canceled so there will not be any further billings or shipments unless otherwise directed. On November 22nd, 2015, [redacted] was refunded $76.78 and return instructions were passed via email.

This person is not our customer, and must have us confused with another company. I have searched our customer database, but nothing matches this last name, phone number, or email address. Please help the customer identify the correct company that charged her, and close this complaint with us.

Excerpt from trial...

offer terms and conditions: "If I enroll in the membership program I am agreeing to be charged $4.95 today and $88.49 for my trial skincare product on the 15th day if I do not call to cancel my membership. I will receive a full-size bottle of skincare product for $88.49 (S&H included) every 30 days thereafter until I cancel. My credit card will be billed and my shipment will be sent automatically at those times. Shipments will continue until I call to cancel my membership at ###-###-#### or by emailing [email protected], open 24 hours a day, 7 days a week. Product ships in 1-3 business days and is delivered in 3-5 business days. By clicking to order I represent that I have read and agree to the Privacy Policy and full Terms and Conditions of this offer and I understand that I will be liable for payment of product that was shipped to me, and future shipments of product, if I fail to notify customer service to stop supplying the product to me. Refund Policy: I understand that if I am not fully satisfied with my products I may cancel my order at any time by calling customer service and returning any unused, unopened Product to our warehouse. All returns must be within 30 days of original purchase (excluding trial product). Shipping and handling charges are non-refundable." Excerpt from original order confirmation email: "If you made a trial order purchase, you've been automatically enrolled in our time-saving Delivery Program. At the end of your 15-day trial period your Visa will be charged the full value of your trial order. Every 30 days thereafter, you'll be sent a full-size refill order using your Visa on file. We offer a 30-day guarantee. Should you decide for any reason that you do not wish to keep the product, you may return it for a full refund, less the cost of shipping & handling. Return shipping is the responsibility of the customer."

The membership was canceled as requested. There will be no further charges nor shipments of product unless otherwise directed by [redacted] who was refunded a total of $98.71 ($49.36 on February 10th, 2016, and $49.35 today). Refunds can take from 5 to 10 banking days to be reflected. [redacted] is under no...

obligation to return the trial item.

[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.
Regards,
[redacted]

On November 10th, 2015, [redacted] placed 3x orders for 3x trial offers, and paid $4.95, $6.95, and $6.95 in shipping and handling charges. On that day, [redacted] was sent 3x order confirmation emails that included much the same language: "If you made a trial order purchase, you've been automatically enrolled...

in our time-saving Delivery Program. At the end of your 18-day trial period your Visa will be charged the full value of your trial order. Every 30 days thereafter, you'll be sent a full-size refill order using your Visa on file. We offer a 30-day guarantee. Should you decide for any reason that you do not wish to keep the product, you may return it for a full refund, less the cost of shipping & handling. Return shipping is the responsibility of the customer." The terms and conditions of the 3x trial offers are the same in essence and were visible both before and during the billing process; [redacted] had the opportunity to read the following: "If I enroll in the membership program I am agreeing to be charged $4.95 today and $98.71 for my trial skincare product on the 15th day if I do not call to cancel my membership. I will receive a full-size bottle of skincare product for $98.71 (S&H included) every 30 days thereafter until I cancel. My credit card will be billed and my shipment will be sent automatically at those times. Shipments will continue until I call to cancel my membership at ###-###-#### or by emailing [redacted]@findbeautyandtruth.com, open 24 hours a day, 7 days a week. Product ships in 1-3 business days and is delivered in 3-5 business days. By clicking to order I represent that I have read and agree to the Privacy Policy and full Terms and Conditions of this offer and I understand that I will be liable for payment of product that was shipped to me, and future shipments of product, if I fail to notify customer service to stop supplying the product to me. Refund Policy: I understand that if I am not fully satisfied with my products I may cancel my order at any time by calling customer service and returning any unused, unopened Product to our warehouse. All returns must be within 30 days of original purchase (excluding trial product). Shipping and handling charges are non-refundable." As requested, we have removed the contact details of [redacted] so there will be no further contact from B&T. All three memberships were canceled so there will be no further billings or shipments unless otherwise directed by [redacted] To date, we have yet to process any refunds as no products have been reported returned within 30 days of the original charges.

[A default letter is provided here which indicates your rejection of the business's response. 
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 why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
[redacted]

[redacted] has been refunded for all past charges except the original shipping handling fees collected on November 23rd, 2015. The membership is canceled as requested. There will be no further charges nor shipments of product unless otherwise directed by [redacted] who is under no obligation to return the...

products shipped to date. Refunds can take from between 5 to 10 banking days to be reflected.

[redacted] was only ever charged $4.95 for 1x Erase Repair trial offer, and $6.95 for 1x Renewing Serum trial offer. Both items all currently in transit. As per the terms and conditions of the trial offers, shipping and handling is non-refundable. [redacted] was provided with return instructions and both...

subscriptions have been canceled as requested. There will be no further billings or shipments of product unless otherwise directed by [redacted]

[redacted] was refunded for all charges except the original shipping and handling fee of $4.95 charged on February 29th, 2016. To date, B&T has not received the item returned as promised by [redacted] who was provided with return instructions over the phone and via email on March 23rd, 2016. The membership...

is canceled so there will be no further billings nor shipments of product unless otherwise directed by [redacted]

Today, [redacted] was refunded a further $49.36 following the $49.35 refund processed on February 21st, 2016 when the membership was canceled as requested. To date, B&T has not received the trial item returned however the membership remains canceled so there will be no further charges nor shipments of...

product unless otherwise directed by [redacted] Refunds can take 5 to 10 banking days to be reflected.