BellaLabs

Review: I asked for a sample on 4/4/13 of their Facial Cream and was charged $4.96, but I never received it. Then I got a full size of the product on 4/19 - which I did not order - and was charged $87.63. I called and was told that they are not able to take it back, but would give me a refund of $40.00. That is not even half of what I paid for. That is not the way business should be done and I warn people not to fall for their tricks.E.A.Desired Settlement: I would like a full refund.

Business

Response:

At BellaLabs, every customer is given the right to try their first 30 day supply without charge for the first 14 days. After the 14 day trial period if the customer is unsatisfied with their product, they are to return the remainder postmarked for return within their 14 day trial period and also contact customer service to notify a request for cancellation. If the customer keeps their 30 day supply after the 14 days, they are automatically billed for their product on the 15th day and then automatically shipped and billed a product every 30 days thereafter. The customer has the ability to cancel at anytime by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on bellalabs.com, the product, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on bellalabs.com where the customer would have ordered their product. The customer has to also click "I agree to the terms and conditions" two times before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.

We value customer satisfaction so we have refunded the remainder of the amount of $43.63 due to this complaint, however we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We state the terms and conditions clearly, and send a synopsis attached to every package. Terms and conditions are located on all ordering websites, and should be read as they are there for a reason. Please refer to our website, https://bellalabs.com/main/order.php and below is a brief explanation of our terms and conditions.

Review: I ordered face cream from the company and received the product. It states if you do not want to get an automatic shipment (for 87.63) you must notify them within 14 days from date of placing order. I called this morning and was told that I must pay to return the product or be charged the full amount. I explained it does not show this on the product, the enclosed card or on their home page. I was told it is a separate page that explains it and they would cancel my order (and send an email showing cancellation-which I received) but still have to mail the product back or be charged. I do not believe this is legal or good business practice.Desired Settlement: I feel it is only fair to let people know their complete policy and think they should be reprimanded.

Business

Response:

At Bellalabs, every customer is given the right to try their first 30 day supply without charge for the first 14 days. After the 14 day trial period if the customer is unsatisfied with their product, they are to return the remainder postmarked for return within their 14 day trial period and also contact customer service to notify a request for cancellation. If the customer keeps their 30 day supply after the 14 days, they are automatically billed for their product on the 15th day and then automatically shipped and billed a product every 30 days thereafter. The customer has the ability to cancel at anytime by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on bellalabs.com, the product, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on bellalabs.com where the customer would have ordered their product. The customer has to also click "I agree to the terms and conditions" two times before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product. As per the customer's request, the shipping charge was refunded and we are awaiting the return of the product.

Review: Desciptive advertising, rude customer service. I am an elderly person who saw their advertisment and wanted to TRY their products. I thought I was just paying for the trial sizes, and if I liked it, would order more. BTW, their products are HORRIBLE!!! Would never recommend!!!! In very fine print they say that after a 14 day trial period, you will be automatically billed almost $90 if you do not cancel/return product. I may be at fault when not reading their very FINE print; however, every reputable cosmetic company, online or in the store...every informercial I have seen concerning cosmetics, facial, hair...beauty, will give their customers a MINIMUM of 30 days or MORE to TRY their product. I called, explained, said I was willing to return said product and asked for a reversal of the charges, but they basically told me (after a long arduous conversation!!!!!) , that they would not refund and I accepted the terms and conditions. This is just another SCAM that they use to prey on...especially elders....unsuspecting, gullible consumers.Desired Settlement: I would like my complaint available to anyone checking on this company's business practice.

Business

Response:

At Bella Labs every customer is given the right to try their first 30 day supply without charge for the first 14 days. After the 14 day trial period, if the customer is unsatisfied with their product, they are to return the remainder postmarked for return within their 14 day trial period and also contact customer service to notify a request for cancellation. If the customer keeps their 30 day supply after the 14 days, they are automatically billed for their product on the 15th day and then automatically shipped and billed a product every 30 days thereafter. The customer has the ability to cancel at anytime by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on bellalabs.com, the product, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on bellalabs.com where the customer would have ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.

Review: Advertising a free offer then charging later for products not ordered.Desired Settlement: Refund my credit card and do not bill me for anything not ordered nor received.

Business

Response:

At Bella Labs every customer is given the right to try their first 30 day supply without charge for the first 14 days. After the 14 day trial period, if the customer is unsatisfied with their product, they are to return the remainder postmarked for return within their 14 day trial period and also contact customer service to notify a request for cancellation. If the customer keeps their 30 day supply after the 14 days, they are automatically billed for their product on the 15th day and then automatically shipped and billed a product every 30 days thereafter. The customer has the ability to cancel at anytime by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on bellalabs.com, the product, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on bellalabs.com where the customer would have ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.

Review: I order this product on Order# [redacted] 4-28-14 should received on 5-2-14 which I did not received that day. I had New postman and he did not know where the ADDRESS WERE so I did receive the item 1 week later. The product is a scam because the product does not even work 14 to 30 days No improvement in 10 tens so they falsified that the product will dimish wrinkles. People this a scam, do not buy this product because it does not work.Desired Settlement: I want a full refund to my credit card

Business

Response:

At Bella Labs every customer is given the right to try their first 30 day supply without charge for the first 14 days. After the 14 day trial period, if the customer is unsatisfied with their product, they are to return the remainder postmarked for return within their 14 day trial period and also contact customer service to notify a request for cancellation. If the customer keeps their 30 day supply after the 14 days, they are automatically billed for their product on the 15th day and then automatically shipped and billed a product every 30 days thereafter. The customer has the ability to cancel at anytime by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on bellalabs.com, the product, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on bellalabs.com where the customer would have ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product. We also send a terms card inside of the package, as a last minute reminder.

Review: I tried this product for $4.95 a trial sample-you are given 14 day's to try then you are responsible to cancel. Or they will bill you monthly an amount at the time it was $87 and some change. I contacted them today 12/23/2013 and my trial (I was told) does not expire until 12/28/2013-so I explained I was cancelling any further product. I was told I needed to send back any unused

product. I explained to them that I used all of it. And the gal ([redacted]) said that I then had to pay $43.82 I explained that nothing was stated on the quantity when applying it -so I had used all of mine.Desired Settlement: I do not expect to be billed for any further amount from this company.

Business

Response:

At Bellalabs, every customer is given the right to try their first 30 day supply without charge for the first 14 days. After the 14 day trial period if the customer is unsatisfied with their product, they are to return the remainder postmarked for return within their 14 day trial period and also contact customer service to notify a request for cancellation. If the customer keeps their 30 day supply after the 14 days, they are automatically billed for their product on the 15th day and then automatically shipped and billed a product every 30 days thereafter. The customer has the ability to cancel at anytime by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on bellalabs.com, the product, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on bellalabs.com where the customer would have ordered their product. The customer has to also click "I agree to the terms and conditions" two times before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product. If the customer does not want to have any further billing, she needs to return the remainder immediately.

Review: Online advertised Free Trial of Bella Labs Facial crème. No mention of a monthly charge or any terms and conditons. I received the item and on very small print on the bottom it said I had 9 days to return it or be charged $98.71 and then every month I would be charged 98.71 for another bottle. I imeediately emailed them and demanded a cancellation. I found out that because I had opened the product, they would not refund the $98.71. That's not how TRIALs go. you have to open a product to see if it works. They charged my bank on the day I received the item. 7/20/15. They did not wait unti I mailed it back or called them. This is a scam and needs to be stopped. [redacted] was also added during check out without any disclosure about payment or monthly charges.Desired Settlement: I would like a refund of $98.71 from Bella Labs. and a document confirming my cancellation that I requested three times with no answer. Thank you for your help.,

Business

Response:

At BellaLabs, every customer is given the option to try their first 30 day supply without charge for 10 days after receiving their order. During the 10 days, if the customer is not satisfied with their product, they are to contact customer service via phone or email with a notice of cancellation and the product must be postmarked for return within those 10 days. If the customer keeps their 30 day supply after 10 days from the date of delivery, they are automatically billed for the product and then billed and shipped a new 30 day supply every 30 days thereafter. The customer has the ability to cancel at any time by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on www.bellalabs.com, the product, the pamphlet that arrives with their order, and the package the product is shipped in. The terms are disclosed clearly on www.bellalabs.com where the customer would have ordered the product. The customer also has to click “I agree to the terms and conditions” twice before the order is processed. If the customer does not click the box to agree with the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, at the bottom of the first page, and also highlighted in a large white box on the second page where the customer inputs their billing information, as well as sent out with the product. The customer placed the order on 7/20/2015. This is when they paid the initial $4.95 for shipping and handling and this began the trial period to sample from the initial 30 day supply they were sent. Since there was no notification of a request for cancellation and/or a returned product during the allotted time, the customer was automatically billed for the 30 day supply on 8/04/2015 as explained in the terms and conditions which they agreed to. The consumer never contacted BellaLabs with a request for cancellation. We have refunded the remainder of the amount, $87.63, due to this complaint, however we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their order. We state the terms and conditions clearly, and send a synopsis card with our contact information, with each order. Terms and conditions are located on all ordering websites, and should be read as they are there for a reason. Please refer to our website, www.bellalabs.com or www.bellalabs.com/main/index.php. Below is a brief explanation of our terms and conditions:Terms and ConditionsYou will have 10 days from the date you receive your bottle to decide if BellaLabs is right for you. You must pay a shipping and handling fee of $4.95 for us to send you a full 30 day supply of BellaLabs. We ship the product the day after you place the order (orders placed Saturday-Sunday will be shipped the following Monday). If you are unhappy with the product at any time during those 10 days, you must call us at 1-877-767-9942 and cancel your order to avoid being billed for the full cost of the product. If you are satisfied with our product, then do nothing and we will bill you $87.63 for your initial order, and every 30 days thereafter we will send you a new 30 day supply of the product for $87.63. To cancel automatic delivery and billing, please call us at 1-877-767-9942 during normal business hours (Monday-Friday, 8am-4pm PST) or email us at [email protected]. Please read our terms and conditions for more details.

Review: I ordered this product as a gift for my friend. She received the first one and she used it. Her conclusion was that it no better than products sold over-the-counter in any dept. or drug store and that these products were much more economical than that of Bella Labs. I sent them an email stating that I did not wish to do any further business with them. I did not receive any reply stating that they received my email or not. I assumed that this was their practice with customers rescinding and cancelling the their contract agreements with Bella Labs.

My friend showed this month that she was still receiving this Bella Labs product and she hoped that I was not being billed for it. I assured that I was not as I sent them an email asking them to cease sending their product and I wished to have no more business transactions with them.

I checked my latest statement from my credit union. There was a sixty - seven dollar and some change for their product ($67.XX). I attempted to contact them by email. This led me to a web page stating that when I first ordered the product , I agreed to a monthly charge of sixty - seven and some change until I officially notified them on their web page. At the bottom of this web page, there were blocks, one in greed stating that I was satisfied with their policies or the other white block stating no I was not satisfied. By clicking this block I was automatically referred to a company by the name of "Bill Pack" something". This page wished me to sign up with them to monitor my account about payments going to companies such as BellaLabs. I did not see why I should have to pay a company to watch my account as I capable of doing it myself.

From there, I contacted my credit union, who informed me that because I used a debit card for this transaction, I would have to cancel the present debit card and they would issue me another at the cost of five dollars ($5.00) for the price of a new card. I certainly hope this ends it. [redacted]Desired Settlement: to stay out of my account and never cross my treshhold again!

Business

Response:

We were not able to bring up an account using the information you provided. Can you verify that the product you ordered was Bellalabs by referring to the email confirmation, the label on the product, or your bank statement. If it is in fact, Bellalabs that you ordered, please provide us with the exact name and address on the account. Also the last four digits of the card that was charged, the amount it was charged, and the dates you ordered the product, so that we may assist you in this matter. If you would like to speak to a representative, please contact our customer service number during normal business hours. Thank you.

Review: This company is a scam. It advertises that you have 15 days to try a sample of their wrinkle cream. But is takes almost that long to receive the product and then on the 15th day they automatically charge your account. I ordered on 4-4-14 and did not receive the product until 4-17-14. I had not even opened the package to try it but they refuse to take the product back. I am willing to send it back for a refund but they said they will only refund me 21.90. The total cost was 87.63 which I had the funds in my account but it was allocated for somethng else. The advertisement is deceptive and misleading because you think you have time to try the product but you actually don't since the 15 days begin when you order the product not when you receive the product.Desired Settlement: I would like to return the product for refund or just get my money back. This company is a scam and I don't even want the product any more ... not even to try it. Bad business practices. They have put a bad taste in my mouth.

Business

Response:

At Bella Labs every customer is given the right to try their first 30 day supply without charge for the first 14 days. After the 14 day trial period, if the customer is unsatisfied with their product, they are to return the remainder postmarked for return within their 14 day trial period and also contact customer service to notify a request for cancellation. If the customer keeps their 30 day supply after the 14 days, they are automatically billed for their product on the 15th day and then automatically shipped and billed a product every 30 days thereafter. The customer has the ability to cancel at anytime by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on bellalabs.com, the product, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on bellalabs.com where the customer would have ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.

Review: on my bank web site popped up a questinaire to fill out and get a free give thinking it was from the bank did so now I get a packg fram them and charged 87 dollars I did nat order

Business

Response:

At BellaLabs, every customer is given the right to try their first 30 day supply without charge for the first 14 days. After the 14 day trial period if the customer is unsatisfied with their product, they are to return the remainder postmarked for return within their 14 day trial period and also contact customer service to notify a request for cancellation. If the customer keeps their 30 day supply after the 14 days, they are automatically billed for their product on the 15th day and then automatically shipped and billed a product every 30 days thereafter. The customer has the ability to cancel at anytime by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on BellaLabs.com, the product, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on BellaLabs.com where the customer would have ordered their product. The customer has to also click "I agree to the terms and conditions" two times before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.

Review: On Sunday November 11, 2013, I purchased a 14 day trial of a facial cream for shipping and handling price of $4.95. I received a confirmation email (as expected) confirming the charge to my credit card. In the erms and conditions my understanding was that I had 14 days to respond and if no response my credit card would be charged $84.00.

Here lies the my concern: Because the order was placed on a Sunday, as advertised the product was not shipped until Monday. I received the product 5 days later on 11/8. I tried the product for for 6 days which is hardly time to decide on a continued purchase. Nevertheless knowing I had to respond in 14 days, I tried to call on Saturday 11/16 and found the offices are not open on weekends. I then attempted to call before work on 11/18 and it was not during the correct business hours for my time zone. On the same day (11/18), my credit card was charged $84.00. The bussiness again being closed at this time, I called 11/19 during my working hours and finally reached someone to cancel the product.

I asked if all I was getting for the $84.00 dollars was a small bottle of facial cream; I was told yes. I thought that at least the $84.00 would be the charge for the next month supply however that was not the case. I acsked for the cancel confirmation # [redacted] and also requested that my credit card number be removed from theiir system.

From the time I received the product for trial and attemoting to respond only on a weekday, during certain hours outside of another timezone, this company made it difficult fo me to make an informed decision before auto charging my credit card.Desired Settlement: I have now only used the product for a total of 13 days (including the weekends) and have paid $84.00. I have since stopped using the product as I am expecting to return it.

If I do not receive a refund; I will still be returning the product in addition to submitting this complaint.

Business

Response:

At BellaLabs every customer is given the right to try their first 30 day supply without charge for the first 14 days. After the 14 day trial period if the customer is unsatisfied with their product, they are to return the remainder postmarked for return within their 14 day trial period and also contact customer service to notify a request for cancellation. If the customer keeps their 30 day supply after the 14 days, they are automatically billed for their product on the 15th day and then automatically shipped and billed a product every 30 days thereafter. The customer has the ability to cancel at anytime by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on bellalabs.com, the product, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on bellalabs.com where the customer would have ordered their product. The customer has to also click "I agree to the terms and conditions" two times before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product. The terms and conditions state that the trial period starts from the original order date, and that you will be given thirty (30) days supply (or subscription access) of the product you ordered. Generally, your product is delivered within 2 to 5 days after placing your order. Delivery time is subtracted from your trial period, and will reduce the number of days allocated to your trial period. If you want to extend your trial period due to slow or delayed delivery, you must call our Customer Service department toll-free at 1-877-767-9942. Reasonable requests (as determined by BellaLabs) to extend Your Trial Period generally will be granted. Also, if you are calling over the weekend or outside of our business hours, then it prompts you to leave a message and that is an acceptable form of cancellation. We value customer satisfaction, so we have refunded the charge of $87.63, please allow 3-7 business days for the refund to process. Also, Mrs. [redacted] can also keep the product on us. We would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We state the terms and conditions clearly, and send a synopsis attached to every package. Terms and conditions are located on all ordering websites, and should be read as they are there for a reason.

Review: they advertise a FREE trial offer of 14 days for a product that lasts 30 days for only shipping cost of 4.95 each. BUT they start the 14 days the minute you order, when you have not even received the product. Then if you actually try it for 14 days once you receive it, you go OVER the days offer & are immediately sent a ''reorder'' of the product for which you have to pay 87.63. This is VERY FRADULENT advertising. I called, after reading some posts which I should've researched before ordering, & canceled my free offer. I was told I could KEEP the product for a charge of $40+. I said this was to be FREE & the customer service gal, said ''oh no, these are original sizes''. So I had to pay to return the products & put a tracking service on the products, in case they call & bill me, saying they never got the returned products.Desired Settlement: they need to be made to state their whole product use / dollar claims in bold print so we are not scammed. also a trial offer, should START when you get the product, not when it's ordered. How can you try a product you do NOT have in your possession??!!

Business

Response:

At BellaLabs every customer is given the right to try their first 30 day supply without charge for the first 14 days. After the 14 day trial period if the customer is unsatisfied with their product, they are to return the remainder of the product postmarked for return within their 14 day trial period and also contact customer service to notify a request for cancellation. If the customer keeps their 30 day supply after the 14 days, they are automatically billed for their product on the 15th day and then automatically shipped and billed a product every 30 days thereafter. The customer has the ability to cancel at anytime by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on bellalabs.com, the product, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on bellalabs.com where the customer would have ordered their product. The customer has to also click "I agree to the terms and conditions" two times before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product. The terms and conditions also state that you will be given thirty (30) days supply (or subscription access) of the Product you ordered. Generally, your product is delivered within 2 to 5 days after placing your order. Delivery time is subtracted from your trial period, and will reduce the number of days allocated to your trial period. If you want to extend your trial period due to slow or delayed delivery, you must call our Customer Service department toll-free at 1-877-767-9942. Reasonable requests (as determined by BellaLabs) to extend your trial period generally will be granted.

Review: Company offered a "Free" trial sample for shipping and handling charge of $4.95. My credit card shows a Foreign Transaction Fee which indicates a currency conversion even though the company lists it's address as California. 10 days later I got the sample and 4 days after that the company billed my credit card $87.63 plus another Transaction fee of $2.62. When I agreed to pay the shipping charge there was no disclosure the money was going outside the US and no disclosure I would be billed for a "Free" sample. When I contacted my credit card company they were all too familiar with Bellalabs and this scam. I have tried contacting the company multiple times and always get the "No agents available" message and I have left 5 messages with my phone number for a callback and no contact to date.Desired Settlement: 1. Refund the second charge to my card.

2. Insure there are no additional charges made against my card.

3. Have the company shut down for running an obvious scam.

Business

Response:

At Bella Labs, every customer is given the option to try their first 30 day supply without charge for the first 14 days from original order. During the 14 days, if the customer is not satisfied with their product, they are to contact customer service via phone or email with a notice of cancellation and the product must be postmarked for return within those 14 days. If the customer keeps their 30 day supply after 14 days from the date of order, they are automatically billed for the product and then billed and shipped a new 30 day supply every 30 days thereafter. The customer has the ability to cancel at any time by calling customer service or emailing [redacted]. If a customer needs to contact customer service, the phone number is listed on [redacted], the product, the pamphlet that arrives with their order, and the package the product is shipped in. The terms are disclosed clearly on [redacted] where the customer would have ordered the product. The customer also has to click “I agree to the terms and conditions” twice before the order is processed. If the customer does not click the box to agree with the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, at the bottom of the first page, and also highlighted in a large white box on the second page where the customer inputs their billing information, as well as sent out with the product.The customer placed the order on 12/14/15. This is when they paid the initial $4.95 for shipping and handling and this began the trial period to sample from the initial 30 day supply they were sent. Since there was no notification of a request for cancellation and/or a returned product during the allotted time, the customer was automatically billed for the 30 day supply on 12/29/15 as explained in the terms and conditions which they agreed to. The consumer contacted BellaLabs via email on 1/05/15 with a request for cancellation. The account was cancelled immediately as instructed and the customer was sent a cancellation confirmation via email. Once a refund is processed, it takes 3-7 business days for it to be credited back to the customer’s account. We have refunded the amount of $87.63 due to this complaint. Once a refund is processed, it takes 3-7 business days for it to be credited back to the customer’s account. We stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their order. We state the terms and conditions clearly, and send a synopsis card with our contact information, with each order. Terms and conditions are located on all ordering websites, and should be read as they are there for a reason. Please refer to our website, [redacted] or [redacted]/main/index.php. Below is a brief explanation of our terms and conditions:Terms and ConditionsYou will have 14 days from the original order date to decide if BellaLabs is right for you. You must pay a shipping and handling fee of $4.95 for us to send you a full 30 day supply of BellaLabs. We ship the product the day after you place the order (orders placed Saturday-Sunday will be shipped the following Monday). If you are unhappy with the product at any time during those 14 days, you must call us at [redacted] and cancel your order to avoid being billed for the full cost of the product. If you are satisfied with our product, then do nothing and we will bill you $87.63 for your initial order, and every 30 days thereafter we will send you a new 30 day supply of the product for $87.63. To cancel automatic delivery and billing, please call us at [redacted] during normal business hours (Monday-Friday, 8am-4pm PST) or email us at [redacted]. Please read our terms and conditions for more details.

Consumer

Response:

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. My credit card company was all too familiar with Bellalabs. In fact the customer rep was the one that told me how to find the information on their policy. Also, they do not provide notification that processing for the card payment occurs outside the United States and you are charged an additional fee for a foreign transaction. Had either of these notices been properly and prominently displayed on the payment page I would never have placed an order. I would contend the deception was intentional.

Regards,

Review: Was a pop up online advertisement. I had deleted it and it came back up but I just minimized it. I finished what I was doing on the webpage. It popped up again and asked for my address and other information. I gave part of it but deleted when it wanted my banking info. A few weeks later, I received the sample in the mail! I was shocked when two weeks later, my bank acct was charged $87! I had not agreed to any of their contracts yet my account had been charged. I called their cutomer service, waited 22 minutes, and finally spoke to a representative who repeated the same canned response over and over. I finally insisted my bogus "account" be cancelled immediately! I supposedly am to receive an email confirmation.Desired Settlement: Hoping cancellation of "contract" and no more $87 charges.

Business

Response:

At Bella Labs, every customer is given the option to try their first 30 day supply without charge for the first 14 days from original order. During the 14 days, if the customer is not satisfied with their product, they are to contact customer service via phone or email with a notice of cancellation and the product must be postmarked for return within those 14 days. If the customer keeps their 30 day supply after 14 days from the date of order, they are automatically billed for the product and then billed and shipped a new 30 day supply every 30 days thereafter. The customer has the ability to cancel at any time by calling customer service or emailing [redacted]. If a customer needs to contact customer service, the phone number is listed on [redacted], the product, the pamphlet that arrives with their order, and the package the product is shipped in. The terms are disclosed clearly on [redacted] where the customer would have ordered the product. The customer also has to click “I agree to the terms and conditions” twice before the order is processed. If the customer does not click the box to agree with the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, at the bottom of the first page, and also highlighted in a large white box on the second page where the customer inputs their billing information, as well as sent out with the product.The customer placed the order on 12/30/15. This is when they paid the initial $4.95 for shipping and handling and this began the trial period to sample from the initial 30 day supply they were sent. Since there was no notification of a request for cancellation and/or a returned product during the allotted time, the customer was automatically billed for the 30 day supply on 1/16/16 as explained in the terms and conditions which they agreed to. The consumer contacted BellaLabs on 1/20/16 with a request for cancellation. The account was cancelled immediately as instructed and the customer was sent a cancellation confirmation via email. We have refunded the amount, $87.63, due to this complaint, however we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their order. We state the terms and conditions clearly, and send a synopsis card with our contact information, with each order. Terms and conditions are located on all ordering websites, and should be read as they are there for a reason. Please refer to our website, [redacted] or [redacted]. Below is a brief explanation of our terms and conditions:Terms and ConditionsYou will have 14 days from the original order date to decide if BellaLabs is right for you. You must pay a shipping and handling fee of $4.95 for us to send you a full 30 day supply of BellaLabs. We ship the product the day after you place the order (orders placed Saturday-Sunday will be shipped the following Monday). If you are unhappy with the product at any time during those 14 days, you must call us at [redacted] and cancel your order to avoid being billed for the full cost of the product. If you are satisfied with our product, then do nothing and we will bill you $87.63 for your initial order, and every 30 days thereafter we will send you a new 30 day supply of the product for $87.63. To cancel automatic delivery and billing, please call us at [redacted] during normal business hours (Monday-Friday, 8am-4pm PST) or email us at [redacted]. Please read our terms and conditions for more details.

Review: This company offered a free trial of their products which I paid only shipping. However, when I receive the products they were EXPIRED. I immediately cancelled as agreed in the trial offer. My credit card was then charged the FULL PRICE of the products. I disputed the charge with my credit card company. Recently I was recharged by this company. My cc company said BellaLabs sent documentation stating that the charges were justified.Desired Settlement: Money returned to me. I will send expired products back if BellaLabs wishes me to. I feel defrauded so far.

Business

Response:

At Bella Labs, every customer is given the option to try their first 30 day supply without charge for the first 14 days from original order. During the 14 days, if the customer is not satisfied with their product, they are to contact customer service via phone or email with a notice of cancellation and the product must be postmarked for return within those 14 days. If the customer keeps their 30 day supply after 14 days from the date of order, they are automatically billed for the product and then billed and shipped a new 30 day supply every 30 days thereafter. The customer has the ability to cancel at any time by calling customer service or emailing [redacted]. If a customer needs to contact customer service, the phone number is listed on [redacted], the product, the pamphlet that arrives with their order, and the package the product is shipped in. The terms are disclosed clearly on [redacted] where the customer would have ordered the product. The customer also has to click “I agree to the terms and conditions” twice before the order is processed. If the customer does not click the box to agree with the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, at the bottom of the first page, and also highlighted in a large white box on the second page where the customer inputs their billing information, as well as sent out with the product.The customer placed the order on 12/07/15. This is when they paid the initial $4.95 for shipping and handling and this began the trial period to sample from the initial 30 day supply they were sent. Since there was no notification of a request for cancellation and/or a returned product during the allotted time, the customer was automatically billed for the 30 day supply on 12/22/15 as explained in the terms and conditions which they agreed to. The consumer has never contacted Bellalabs directly to resolve the issue, but when a dispute request was sent in form their financial institution we immediately cancelled the account on 1/07/16.We have refunded the remainder charge of $87.63 due to this complaint. Once a refund is processed, it takes 3-7 business days for it to be credited back to the customer’s account. However, we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their order. We state the terms and conditions clearly, and send a synopsis card with our contact information, with each order. Terms and conditions are located on all ordering websites, and should be read as they are there for a reason. Please refer to our website, [redacted] or [redacted]. Below is a brief explanation of our terms and conditions:Terms and ConditionsYou will have 14 days from the original order date to decide if BellaLabs is right for you. You must pay a shipping and handling fee of $4.95 for us to send you a full 30 day supply of BellaLabs. We ship the product the day after you place the order (orders placed Saturday-Sunday will be shipped the following Monday). If you are unhappy with the product at any time during those 14 days, you must call us at [redacted] and cancel your order to avoid being billed for the full cost of the product. If you are satisfied with our product, then do nothing and we will bill you $87.63 for your initial order, and every 30 days thereafter we will send you a new 30 day supply of the product for $87.63. To cancel automatic delivery and billing, please call us at [redacted] during normal business hours (Monday-Friday, 8am-4pm PST) or email us at [redacted]. Please read our terms and conditions for more details.

Review: I ordered a free sample of skin product paying for s/h of $4.95 which cleared my account. The add clearly stated that I was ordering a free sample and only needed to pay for s/h of $4.95. On 5-21-2015 they charged my card for $86.73. I did not authorize the charge, nor would I. I live on Social Security and would never agree to purchase a product like this. I contacted the company on 5-26-15 and the customer service dept. just sent me a copy of their terms and policy agreement.Desired Settlement: I have to get this money back.

I would also like to see this company forced to discontinue their deceptive and unethical practices.

Business

Response:

At BellaLabs, every customer is given the option to try their first 30 day supply without charge for 10 days after receiving their order. During the 10 days, if the customer is not satisfied with their product, they are to contact customer service via phone or email with a notice of cancellation and the product must be postmarked for return within those 10 days. If the customer keeps their 30 day supply after 10 days from the date of delivery, they are automatically billed for the product and then billed and shipped a new 30 day supply every 30 days thereafter. The customer has the ability to cancel at any time by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on www.bellalabs.com, the product, the pamphlet that arrives with their order, and the package the product is shipped in. The terms are disclosed clearly on www.bellalabs.com where the customer would have ordered the product. The customer also has to click “I agree to the terms and conditions” twice before the order is processed. If the customer does not click the box to agree with the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, at the bottom of the first page, and also highlighted in a large white box on the second page where the customer inputs their billing information, as well as sent out with the product. The customer placed the order on 5/06/2015. This is when they paid the initial $4.95 for shipping and handling and this began the trial period to sample from the initial 30 day supply they were sent. Since there was no notification of a request for cancellation and/or a returned product during the allotted time, the customer was automatically billed for the 30 day supply on 5/21/2015 as explained in the terms and conditions which they agreed to. The consumer contacted BellaLabs on 5/26/2015 with a request for cancellation. The account was cancelled immediately as instructed and the customer was sent a cancellation confirmation via email. We have refunded amount, $87.63, due to this complaint, however we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their order. We state the terms and conditions clearly, and send a synopsis card with our contact information, with each order. Terms and conditions are located on all ordering websites, and should be read as they are there for a reason. Please refer to our website, www.bellalabs.com or www.bellalabs.com/main/index.php. Below is a brief explanation of our terms and conditions:Terms and ConditionsYou will have 10 days from the date you receive your bottle to decide if BellaLabs is right for you. You must pay a shipping and handling fee of $4.95 for us to send you a full 30 day supply of BellaLabs. We ship the product the day after you place the order (orders placed Saturday-Sunday will be shipped the following Monday). If you are unhappy with the product at any time during those 10 days, you must call us at 1-877-767-9942 and cancel your order to avoid being billed for the full cost of the product. If you are satisfied with our product, then do nothing and we will bill you $87.63 for your initial order, and every 30 days thereafter we will send you a new 30 day supply of the product for $87.63. To cancel automatic delivery and billing, please call us at 1-877-767-9942 during normal business hours (Monday-Friday, 8am-4pm PST) or email us at [email protected]. Please read our terms and conditions for more details.

Consumer

Response:

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,

This company falsely advertises a a free trial bottle of anti-aging cream. They ask for your credit card number to charged $4.95 for shipping, then 14 days later they charge you for a 30 day supply of the product which is the whole bottle they sent you that was supposedly free. When I called to complain they said you only get to "try it" for free for 14 days. If you don't return it, they will bill you for the 30-month supply. There is no clear disclosure on their website of this. This is purposeful on the company's part to trick people into buying an inferior product for $89.00. Don't fall for this scam.

BellaLabs is a complete SCAM. Evidently there is fine unseen print that says you will be charged monthly fees of 87.63 if your FREE trial product is not returned or cancelled by the end of 14 days. I called one day late and left a message. The following day I called again and customer service was very rude to me and unwilling to refund my $87.63. Their product is not effective either, especially after only 14 days.

Review: I ordered a 14 day free trial offer and it was not clear any where in the sign up process that this automatically registered me for a monthly subscription. I just tried to sign up again to see what info is there now and the site VERY clearly says it includes a monthly subscription. I clicked an advertisement link to sign up for this and the link I used did NOT clearly state this. I am extremely upset because this company seemed to hide this fact in the fine print before I ordered and the paperwork I received with my order did not make it clear that it should be sent back.Desired Settlement: I would like a full refund of the charge made to my account after the initial "trial" period. I was charged $87.63 and they would only refund 25% of that for a total of $21.90. I am asking for the rest of the refund of $65.73.

Business

Response:

At Bella Labs every customer is given the right to try their first 30 day supply without charge for the first 14 days. After the 14 day trial period, if the customer is unsatisfied with their product, they are to return the remainder postmarked for return within their 14 day trial period and also contact customer service to notify a request for cancellation. If the customer keeps their 30 day supply after the 14 days, they are automatically billed for their product on the 15th day and then automatically shipped and billed a product every 30 days thereafter. The customer has the ability to cancel at anytime by calling customer service or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on bellalabs.com, the product, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on bellalabs.com where the customer would have ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.

Review: I appear to be one of many with the same problem about My Bella Labs. Contractual information is not readily apparent on their trial offer and we end up tied to an ongoing subscription. I paid $4.95 for a 30 day sample of the product. Not knowing there was a "contract" involved that required my responding within 14 days if I did not want an ongoing shipment, I was subsequently charged $87.63 for the "free sample -just pay $4.95 shipping".

By the time I received my credit card statement and the next day called to complain, the second shipment had already been sent. They made a complete credit of what I thought was the first sample issue (now $87.63) Because the second shipment was yet to arrive, Fernando of My Bella told me to refuse the unopened package and return it. I did that, but cannot receive a credit. Last communication was with a supervisor on 1/5 .

I believe their practice is deceiving. Contractual information is not up front.

I paid $4.95 for a sample. The sample is the only product I have. I believe my charges should be $4.95 (already paid) and $87.63 should be refunded.Desired Settlement: Credit $87.63 to credit card.

Business

Response:

The consumer placed the original order on 10/16/14. This is when they paid the initial $4.95 and this began the 14 day trial period to sample from the initial 30 day supply. Since there was no notification of a request for cancellation and/or a returned product during the allotted trial period, the consumer was automatically billed for the 30 day supply on 11/01/14 as explained in the terms and conditions for which they agreed to. The monthly membership recurred on 12/01/14 at the retail price of $87.63. The consumer contacted our company on 12/02/14 with a request for cancellation. The account was canceled immediately as instructed and they were sent a confirmation email confirming the cancellation. Based on the nature of the call, the customer service agent refunded the charge of $87.63 from 12/01/14 on that same day. The consumer would have received an e-mail confirmation of the cancellation and refund. The refund takes three to seven business days to credit back.