BellaAtHome.com

Mr. [redacted],
We recently received your complaint #[redacted] from the Revdex.com regarding your Bella at Home account. According...

to our records, we received your order on April 29, 2016.
The terms of the offer that you agreed to at the time of your order clearly state that you were to have a 10 day trial period starting from the date of your order processing in which you could cancel your account to avoid further charges.  They also indicate that “you must take affirmative action to avoid further charges or you will be charged in the amount of $94.31 ten days from the date of your order processing for the product.”       When you ordered the product you also clicked a button indicating that you agreed to the terms of the offer. When a customer clicks that button we must assume that they have actually read what they are agreeing to. If there was any confusion with the terms you could have called our customer service team and they would have been happy to assist you.   Since we did not hear from you during your trial period, you were charged $94.31 on May 7, 2016.   According to our records the first contact we had requesting the cancelation of your account was on May 10, 2016.   Your account remains canceled and you will not receive any further shipments or charges.   Since the time your account was canceled, you have contacted your credit card company and initiated a chargeback.  Because of the chargeback, we cannot issue you a credit at this time because you would then end up getting a credit twice for those purchases.   If you should need further assistance, please contact our Customer Service Center.   Thank you,    Bella at Home [redacted] (US Only)

Mr. [redacted], Our records show that you refused the offer presented to you to keep your product for a discounted price of $9.41. You were given return instructions over the phone and through a follow up email to get the product back to us by January 25, 2104 to avoid the full charge of...

$92.13. Your return was not received by your return deadline date and you were charged for failure to return your product. That email is provided below. Dear [redacted],This email is being sent to confirm that your account is cancelled. You will no longer receive charges or shipments. The Trial portion of the product is yours to keep. If you do not wish to be charged for the included Complete Program portion of the shipment, then that portion of the shipment must be returned to us unopened and undamaged by the due date below. Returns will not be recognized without an RMA number. Your RMA number is [redacted]. This is valid for only one package. Your package must be received back to our warehouse before 2014-01-25 to avoid being charged $92.13 for the Complete Program. Please write the RMA number prominently on the outside of the shipping package. You will not receive credit if you do not use this RMA number.Our return shipping address is:Web Fulfillment Center[redacted]Please note that we process returns within 72 hours of it arriving to our warehouse. If you should need further assistance, please contact our Customer Service Center. We're happy to assist you in any way we can. Thank you, BellaAtHomeCustomer Service Team24 hours a day, 7 days a week ###-###-#### (US Only)The RMA number you provided does not belong to your account. Additionally we have never received your return back to us. It is clear that we do not have record of your return due to an incorrect RMA number. As a courtesy I have issued arefund of $92.13 back to your card today. Please allow 3-5 business days for this to reflect.

Ms. Allen, We have received your response from the Revdex.com and take your complaint seriously.  In an effort to assist you we have already cancelled your account. You will not receive any charges for the product. You have been issued a refund of $70.73 and we have not requested that you return the product back.  We apologize for any confusion, and always do our best to resolve any customer complaint or concern in a timely manner. If there is anything more you need please feel free to call our customer service at [redacted]. If you should need further assistance, please contact our Customer Service Center. We're happy to assist you in any way we can.  Sincerely,
Bella At Home

We recently received your complaint from the Revdex.com regarding your Bella At Home account. We take complaints very seriously and we hope this response will provide you with additional information. According to our records, we received your order on August 18, 2014 and shipped your...

package the next day.The terms of the offer that you agreed to at the time of your order clearly state that you were to have a one week trial period starting from the date of your order processing in which you could cancel your account to avoid further charges.  They also indicate that “youmust take affirmative action to avoid further charges or you will be charged in the amount of $92.13 ten days from the date of your order processing for the product.”  These terms were presented to you in multiple places on our website when you ordered our product. Additionally, you were sent an order confirmation email after your order was completed that provided a full written version of the terms you agreed to. When you ordered the product you also checked a box indicating that you had read and agreed to the terms of the offer. When a customer checks that box we must assume that they have actually done what they are stating they did. If there was any confusion with the terms you could have called our customer service team and they would have been happy to assist you. Since we did not hear from you during your trial period, you were charged $92.13 on August 28, 2014. The first time we heard from you regarding the cancelation of your account was on August 31, 2014 after you had already been charged. Your account was immediately canceled and you have not received any shipments or charges since then.At that time we reminded you of the terms of the offer that were agreed to at the time of your order which state that once the trial period has ended, product from the initial shipment is not eligible for a return or a refund.However, in an effort to maintain our standard for customer satisfaction we made an exception and allowed you to return your product for a refund or to receive a 60% refund in lieu of returning the product. You accepted the 60% refund option.I apologize but you are not eligible for any additional refund. Your account remains canceled and you will not receive any further shipments or charges. [redacted]Bella At Home

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

Regards,[redacted]

Be sure to read the fine print!!! You will be roped into $100's in charges to your credit card if you do not return the "free" trial. The advertisement makes you believe that you will only pay a few dollars.....false advertising if you ask me!!!!!

Mr. [redacted],We recently received your complaint from the Revdex.com regarding your Bella At Home account. We take complaints very seriously and we hope this response will provide you with additional information. According to our records, we received your order on...

December 24, 2013. The terms of the offer that you agreed to at the time of your order clearly state that you were to have a one week trial period starting from the date of your order processing in which you could cancel your account to avoid further  charges.  They also indicate that “you must take affirmative action to avoid further charges or you will be charged in the amount of $92.13 ten days from the date of your order processing for the product.”  These terms were presented to you in multiple places on our website when you ordered our product. Additionally, you were sent an order confirmation email after your order was completed that provided a full written version of the terms you agreed to. When you ordered the product you also checked a box indicating that you had read and agreed to the terms of the offer. When a customer checks that box we must assume that they have actually done what they are stating they did. If there was any confusion with the terms you could have called our customer service team and they would have been happy to assist you.Since we did not hear from you during your trial period, you were charged $92.13 on January 8, 2014. The first time we heard from you regarding the cancelation of your account was through our automated system on January 28, 2014 after you had already been charged. Your account was immediately canceled and you have not received any shipments or charges since then.At no time have you contacted us prior to filing this complaint to request a return or a refund. Had you contacted us we would have been happy to assist you. The following return instructions were sent to you outlining the steps required to receive your refund. Dear [redacted],This email is being sent to confirm that your account is cancelled. You will no longer receive charges or shipments. The RMA number you requested is [redacted]. This is valid for one package. Under the Return Policy, you may only return one package for credit. The package must be received before 2014-04-18 to qualify for credit. If your return is received opened or damaged there will be a $19.60 repackaging fee.Please write the RMA number prominently on the outside of the shipping package.You will not receive credit if you do not use this RMA number. Our return shipping address is:Web Fulfillment Center

[redacted]Once your package is received, a credit will be issued back to your credit card. Please note that returns are typically processed in one business day once we receive your package and it can take another day or two with your bank before it shows up on your credit card account. If you should need further assistance, please contact our Customer Service Center. We're happy to assist you in any way we can. Thanks you, BellaAtHomeCustomer Service Team24 hours a day, 7 days a week [redacted] (US Only)Please note the return due date. I did extend the due date beyond our standard 15 days to make sure you would have plenty of time to return your package to receive a refund. Upon receiving your package back, we will issue a refund in the amount of $92.13. [redacted]

Bella At Home

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.

I was not aware of any such agreement as stated by Bella at Home. I have not returned the November shipment as I was waiting for an agreement to be reached with them. I don't believe the terms were stated clearly as again I did not see any such agreement. I don't believe this is a fair settlement I am looking for a full refund. I would consider a partial refund but I don't believe I would settle for less than 50%. 

Regards,

Ms. [redacted], 

We recently received your complaint from the Revdex.com regarding

your Bella At Home account. We take complaints very seriously and we hope this

response will provide you with additional information. According to our

records, we...

received your order on June 21, 2014.

The terms of the offer that you agreed to at the time of your order clearly

state that you were to have a one week trial period starting from the date of

your order processing in which you could cancel your account to avoid further

charges.  They also indicate that “you

must take affirmative action to avoid further charges or you will be charged in

the amount of $92.13 ten days from the date of your order processing for the

product.” 

These terms were presented to you in multiple places on our website when you

ordered our product. Additionally, you were sent an order confirmation email

after your order was completed that provided a full written version of the

terms you agreed to.

When you ordered the product you also checked a box indicating that you had

read and agreed to the terms of the offer. When a customer checks that box we

must assume that they have actually done what they are stating they did. If

there was any confusion with the terms you could have called our customer

service team and they would have been happy to assist you.

Since we did not hear from you during your trial period, you were charged $92.13

on July 1, 2014. The first time we received notification that you wanted to

cancel your account was later that day after you had already been charged.

I apologize, but you are not

eligible for a return or refund as your trial period expired prior to your

cancelation request. However, in an effort to maintain our standard for

customer satisfaction I have issued you the following return instructions so

you may return your shipment for a refund.

Dear [redacted],

This email is being sent to confirm that your account is cancelled. You will no

longer receive charges or shipments.

The RMA number you requested is [redacted]. This is valid for one package.

Under the Return Policy, you may only return one package for credit. The

package must be received before 2014-08-03 to qualify for credit. If your

return is received opened or damaged there will be a $19.60 repackaging fee.

Please write the RMA number prominently on the outside of the shipping package.

You will not receive credit if you do not use this RMA number.

Our return shipping address is:

Web Fulfillment Center

Once your package is received, a credit will be issued back to your credit

card. Please note that returns are typically processed in one business day once

we receive your package and it can take another day or two with your bank

before it shows up on your credit card account.

If you should need further assistance, please contact our Customer Service

Center. We're happy to assist you in any way we can.

Thank you,

BellaAtHome Customer Service Team

24 hours a day, 7 days a week

[redacted])

Please note the return due date. I

did extend the due date beyond our standard 15 days to make sure you would have

plenty of time to return your package to receive a refund. Upon receiving your

package back, we will issue a refund in the amount of $92.13. Once again this

is an exception as our terms state you are not eligible for any refund.

Bella At Home