Beauty and Truth

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However at no time (much less three times, was  made aware of subscription and shipment of products within 15 days of of order.
Sincerely,
[redacted]

This customer's concern has already been dealt with by our customer service department. She was given return instructions by one of our telephone agents on 3/25/2017 4:01:28 PM. Her account has been automatically closed due to a "fraud alert" from her credit card company. Possibly, this...

customer has committed fraud by using someone else's credit card to place an order. All charges have been refunded, and the account is closed, so there will be no more charges or shipments.Our toll-free telephone number which has agents standing by 24/7 to handle customer requests. We strive for highly available customer service, and I have received no reports of telephone outages.

Trial offers which carry additional charges must be well disclosed to the customer.  Many companies offer different types of trials, that allow you to try their products before committing to purchase. They may also have automated refill programs as part of the offer. A trial offer allows you to...

try the product before buying it. Usually, you pay for the shipping charge, and have an agreed-upon number of days to try the product in your own home. You are then charged for the product, if you have not contacted the company before the trial’s expiration date. “Trials” and “Risk-Free Trials” do not mean a “free product”, and we do not advertise as such. A “free sample,” is yours to keep. Sites offering a free sample will not require you to return the sample, but if you have agreed to a membership (automatic refill program) in order to receive the sample, you may be required to return, unopened, any full-size product that was shipped to you alongside your sample.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 the customer agreed to when they placed their 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 1-866-710-5109 or by emailing [email protected], open 24 hours a day, 7 days a week.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."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 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. It is not our intention to have people continue with a membership they do not want. In short, we strive for very transparent and highly available customer service. While the odd customer may misunderstood the terms of the trial offer, most complaints can be easily resolved at the customer service level.This customer placed orders for two trials of different products. She has already been refunded in full for the charges of $98.71 and $88.49 that she incurred. Her subscription is already cancelled as she requested, so there will be no further charges or shipments. She has been sent return instructions for the products.

Trial offers which carry additional charges must be well disclosed to the customer. Our risk-free trial does not entail a "free" product. 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 she placed her 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 [redacted] or by emailing [redacted]@findbeautyandtruth.com"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. It is not our intention to have people continue with a membership they do not want. In short, we strive for very transparent and highly available customer service. I believe that while the odd customer may misunderstood the terms of the trial offer, most complaints can be easily resolved at the customer service level.I hope this helps shed some light on our marketing campaign and the enormous amount of work that goes on behind the scenes to prevent these sorts of complaints. This customer has never been charged anything beyond the initial $4.95 shipping charge for her trial. Her account is already cancelled, so there will be no further charges or shipments from us.

Trial offers which carry additional charges must be well disclosed to the customer.  Many companies offer different types of trials, that allow you to try their products before committing to purchase. They may also have automated refill programs as part of the offer. A trial offer allows you to...

try the product before buying it. Usually, you pay for the shipping charge, and have an agreed-upon number of days to try the product in your own home. You are then charged for the product, if you have not contacted the company before the trial’s expiration date. “Trials” and “Risk-Free Trials” do not mean a “free product”, and we do not advertise as such. A “free sample,” is yours to keep. Sites offering a free sample will not require you to return the sample, but if you have agreed to a membership (automatic refill program) in order to receive the sample, you may be required to return, unopened, any full-size product that was shipped to you alongside your sample.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 the customer agreed to when they placed their 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 1-866-710-5109 or by emailing [email protected], open 24 hours a day, 7 days a week."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."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 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. It is not our intention to have people continue with a membership they do not want. In short, we strive for very transparent and highly available customer service.This customer placed orders for trials of two of our products on March 9. She did not contact us for the first time until May 8, long after she had been billed for her trial and shipped another order. However, since the customer has contacted her bank to initiate a chargeback, our hands are now completely tied to help her. When an account is in chargeback status, we are no longer able to charge or refund anything, so there is now nothing we can do to help this customer, and we must all wait for the bank to process the dispute.

Trial offers which carry additional charges must be well disclosed to the customer.  Many companies offer different types of trials, that allow you to try their products before committing to purchase. They may also have automated refill programs as part of the offer. A trial offer allows you to...

try the product before buying it. Usually, you pay for the shipping charge, and have an agreed-upon number of days to try the product in your own home. You are then charged for the product, if you have not contacted the company before the trial’s expiration date. “Trials” and “Risk-Free Trials” do not mean a “free product”, and we do not advertise as such. A “free sample,” is yours to keep. Sites offering a free sample will not require you to return the sample, but if you have agreed to a membership (automatic refill program) in order to receive the sample, you may be required to return, unopened, any full-size product that was shipped to you alongside your sample.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 the customer agreed to when they placed their 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 [redacted] 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 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. It is not our intention to have people continue with a membership they do not want. In short, we strive for very transparent and highly available customer service. While the odd customer may misunderstood the terms of the trial offer, most complaints can be easily resolved at the customer service level.I hope this helps shed some light on our marketing campaign and the enormous amount of work that goes on behind the scenes to prevent these sorts of complaints. This customer was never charged anything beyond her initial shipping and handling charges for the two products she ordered. Although our policies clearly state that the customer is responsible for return postage on unwanted merchandise, we will allow the customer to keep these items free of charge, as a goodwill gesture. She is not required to return them. Her account is fully cancelled already, as she requested.

There is nothing to refund this customer for, because she was never actually charged for the merchandise. All she was ever charged was the non-refundable shipping and handling fee of $4.95. We do not issue checks to customers for return shipping charges. Return shipping is the responsibility of the customer, as it clearly states in our policies.

This customer has already been refunded for the (normally non refundable) shipping and handling charges on her account:- 2/6/2017 8:53:12 PM Refund: -($6.95)- 2/6/2017 8:49:48 PM Refund: -($4.95)These are the only charges we ever processed on this customers account... and they are completely...

refunded already. The small charges the customer is indicating (15 cents, 21 cents, 9 cents, etc) are most likely some kind of processing fees charged by the customer's bank. They were not charged by us.There is nothing more to do for this customer -- she has already been refunded in full, and her account is fully cancelled.

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 the customer agreed to when she placed her order. As you can see, it clearly states prices and membership conditions.Erase Repair terms:"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 [redacted] or by emailing [redacted]@findbeautyandtruth.com, open 24 hours a day, 7 days a week."Renewing serum terms:"By placing an order you will be enrolled in our refill membership program. This program will charge $88.49 for your trial of Renewing Serum on the 18th day and ship a full-size bottle of Renewing Serum for $88.49 + S/H every 30 days thereafter until you cancel. You can cancel or modify your membership anytime by calling [redacted]."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. It is not our intention to have people continue with a membership they do not want. In short, we strive for very transparent and highly available customer service. I'm not sure why this customer was so confused by the phone numbers. We have one main phone number (listed above), as well as product-specific lines, all of which connect to a team of highly trained customer service specialists.Our risk-free trial is NOT a free sample, and nowhere is it advertised as such. The only amounts this customer was ever billed are:- $4.95 shipping and handling for Skin cream trial - $6.95 shipping and handling for Serum trial -$2.95 package protection serviceHer membership is already cancelled, so there will be no further charges or shipments. Normally the risk free trial does mean that the customer should return the full-size products if they decide not to continue with refill membership. However, her account was already cancelled, so there will be no further charges, whether or not she wishes to return our merchandise to us. There was absolutely no need to cancel her credit card, as we do not bill customers against their wishes.

Trial offers which carry additional charges must be well disclosed to the customer. A risk-free trial is not a “free sample” and nowhere do we advertise it as such. 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 the customer agreed to when they placed their order:" I am agreeing to be charged £4.95 today and £78.49 for my trial skincare product in 15 days unless I cancel. 15-day trial begins after product is received. I will receive a full-size bottle of skincare product for £78.49 (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 [redacted] or by emailing [redacted]@findbeautyandtruth.com, open 24 hours a day, 7 days a week. Refunds may be made within 30 days of order upon returning your product. You may cancel your membership at any time. Shipping and handling is non-refundable."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. It is not our intention to have people continue with a membership they do not want. In short, we strive for very transparent and highly available customer service. I believe that while the odd customer may misunderstood the terms of the trial offer, most complaints can be easily resolved at the customer service level.I hope this helps shed some light on our marketing campaign and the enormous amount of work that goes on behind the scenes to prevent these sorts of complaints. This customer was never charged anything beyond the initial 4.95 shipping charge for his trial order. He has already been refunded for the optional 2.95 Protect Package service. His subscription has already been completely cancelled, when he requested it, so there will be no further charges or shipments. The customer is welcome to keep the product that was shipped to him, as a gesture of good will in this case.

This customer seems to have been confused by the difference between the trial length and the return policy window. She ordered two different trials, each of which have a different trial length.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 and conditions that this customer agreed to when she placed her order:ERASE REPAIR:"Membership Terms and Conditions: 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 [redacted] or by emailing [redacted]@findbeautyandtruth.com, open 24 hours a day, 7 days a week."RENEWING SERUM:"By placing an order you will be enrolled in our refill membership program. This program will charge $88.49 for your trial of Renewing Serum on the 18th day and ship a full-size bottle of Renewing Serum for $88.49 + S/H every 30 days thereafter until you cancel. You can cancel or modify your membership anytime by calling [redacted]."The refund policy is also clearly stated:"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."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. It is not our intention to have people continue with a membership they do not want. In short, we strive for very transparent and highly available customer service. I believe that while the odd customer may misunderstood the terms of the trial offer, most complaints can be easily resolved at the customer service level. I hope this helps shed some light on our marketing campaign and the enormous amount of work that goes on behind the scenes to prevent these sorts of complaints.In this customer's case, she is within the 30-day return policy, and I have refunded 50% of her two product charges: $44.24 and $49.35. I have emailed her RMA codes along with return instructions, and the remaining 50% will be refunded automatically once her return is receive by the warehouse.

This return tracking number the customer provided is not pulling up anything:[redacted]. The customer is stating that they returned something using this tracking number... but USPS says "Status Not Available."The other tracking number, [redacted], shows that it was delivered yesterday. It takes up to a week for a return to be processed and refund applied.This customer's complaint is extremely unclear and hard to understand. I hope I have addressed her concern adequately. I can confirm that her account is set up to be refunded automatically when any returns she has made are received and processed. Her account is already cancelled, so there will be no further charges or shipments. As I have demonstrated with tracking numbers, everything that she has purchased was shipped to her promptly, and confirmed delivered.

I was promised a refund when you receive the product back. It was returned before I filed the complaint with the Revdex.com. I still have not received my refund - $98.71

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 placing her 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 [redacted] 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 30-day money back guarantee.It is not our intention to have people continue with a membership they do not want. In short, we strive for very transparent and highly available customer service. I believe that while the odd customer may misunderstood the terms of the trial offer, we have made every effort to ensure customers are not billed against their wishes. However, this customer's order is older than 30 days, and is not eligible for a refund under the terms of our refund policy.Her account is completely cancelled, and there will be no further charges or shipments.We have already issued a 50% refund on one of the charges, as a gesture of goodwill.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, this company stated that all terms and conditions are stated at "point of sell"... They are not on the site that I responded to at that time. I just want consumers to beware so you that they do not fall into the same situation as I, and many others have.Thank you.
Sincerely,
[redacted]

I think this customer may be confusing us with another company. Please have her closely examine the charges on her statement that are in question, as they are not from us. The only charges I have for this customer are:- $4.95 shipping charge (SKIN REAWAKENING)- $2.95 package protection (SKINCARE...

PRECISION) The customer's account has already been cancelled, so I am not sure what she means by "they won't cancel it." Her membership was cancelled on March 8, when she contacted us to cancel. Yes, we send out two separate RMA (return merchandise authorization) numbers - that is because she had requested trials of two different products, the cream and the serum. I'm really not sure what else I can do for this customer, as we have never charged her anything beyond the two initial charges of $4.95 and $2.95 for the shipping and handling of the trials she requested from us. This leads me to believe that any charges she may be disputing must be from another company. (She mentions "my beauty"? I have no idea what that is. Different company...?)

Trial offers which carry additional charges must be well disclosed to the customer.  A risk-free trial is not a “free sample” and nowhere do we advertise it as such. 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 the customer agreed to when they placed their 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 [redacted] or by emailing [redacted]@findbeautyandtruth.com, open 24 hours a day, 7 days a week.""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."It's very standard practice for webstores to offer upsell items during the checkout flow. The customer is under no obligation to add these items to the cart, as they can select between the options to add the additional items to the cart, or they can click the "no, thank you" button. This customer purchased several additional items, and did not contact us about this issue until long after the order had shipped. Therefore, when she contacted us to arrange to return the unwanted items, we issued her a return authorization number, and refunded 50% of the charge immediately ($14.97). The remaining 50% will be automatically refunded when the returned products are received. If the customer would like to provide me with her return tracking number, I can immediately process the remaining refund for her. Or, she can wait until the return is received and processed by the warehouse, and the remaining $14.98 will be refunded automatically.Here are the charges on this account:-$4.95 shipping and handling charge (non-refundable) for the trial order of Erase-Repair-$6.95 shipping and handling charge (non-refundable) for the trial order of Renewing Serum-$29.95 product charge for upsell item - 50% has already been refunded on 4/4/2017 - the remaining 50% will be refunded when the return is received, or the return tracking number is provided.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have accepted this response as my objective was to avoid the cost of returning the product which I did not order however there are a number of points I wish to make with regard to this matter:Most of the points raised in the Company's response are just not true.There was absolutely no notification that the Company would be signing me up to a contract to receive products before I committed to pay the postage costs on a free sample (if this had been the case I would not have agreed to it) - I would challenge gthe Company to produce the evidence supporting their statement and that it was actually sent to me.The fact that the Company disclosed my personal and credit card details to "Protect Package" without my authority is completely ignored in the response. The Company state that this service is "optional" is in my case untrue - I had no knowledge of this service and definitely did not request it - as with the "free sample" I just received a notification that the cost had been taken from my Credit Card account.The disclosure of the my CC details resulted in my CC provider cancelling my card due to a perceived risk of fraudulent transactions and this resulted in more inconvenience to me.I did not receive the "welcome email" as stated in the Company's response.The delivery package did not contain the Brochure and membership card as stated in the Company's response.There is no indication that the Company admit to any mistakes on their part - as was my experience with their Customer Services it is all the "customers fault". Their gesture of good will in allowing me to keep the product (which I neither asked for or wanted) is pretty hollow when I look at the enormous time, inconvenience and effort I have had to go through to get a resolution which I am sure would not have been the case without the excellent services of the Revdex.com. 
Sincerely,
[redacted]

Trial offers which carry additional charges must be well disclosed to the customer.  A risk-free trial is not a “free sample” and nowhere do we advertise it as such. 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 the customer agreed to when they placed their 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 [redacted] or by emailing [redacted]@findbeautyandtruth.com, open 24 hours a day, 7 days a week.""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."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. It is not our intention to have people continue with a membership they do not want. This customer has already been refunded in full for the charge of $98.71. (Please be advised that although the refund is completely processed on our end, it may take 5-10 business days for your bank to process and for the funds to be visible in your account.) Their membership is completely cancelled, so there will be no further charges or shipments.

Trial offers which carry additional charges must be well disclosed to the customer. We do not offer "free samples" and nowhere do we advertise the trial offer as such. 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.  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. It is not our intention to have people continue with a membership they do not want. In short, we strive for very transparent and highly available customer service.According to my records, this customer has never contacted us. If she did indeed contact a live chat agent, then she did not proceed far enough in the conversation for him to even access her account in order to send her any RMA numbers. Our self-serve phone system is incredibly easy to use, and allows for easy cancellation of membership over the phone. If the customer wishes to be transferred to a live agent to obtain an RMA number, that's very easy to do too. All they need to do is listen to the options and select the appropriate one to be transferred... I'm not sure why this customer found it difficult, but I do apologize if she is not accustomed to automated phone systems. I have emailed her the RMA numbers she requested, and I've ensured her accounts are cancelled, so that there will be no further charges or shipments from us.