CallFlex

Thank you for the opportunity to respond to Ms [redacted] 's complaintShe initially placed an order for the subscription trial offer for Total Body Fresh on 5/27/ Calibri, sans-serif;">The trial promotion allows our customers to try product for days before being charged for the full price of the product and getting enrolled into a monthly subscriptionHowever, once the trial period has expired, we do have to charge for the cost of the productThere is a disclaimer on the main page of the product website (http://totalbodyfresh.com) that clearly advises that customers will be charged in full for the product once the trial period has expired, and that the customer will be enrolled in a recurring monthly subscriptionIt is also outlined that the trial period starts when you place the orderThe same information is also covered in the Terms and Conditions for all orders (also on website)Each customer must agree to the Terms and Conditions before an order can be submittedThis was true for Ms [redacted] 's order as wellThere is also an order confirmation that is emailed to customers once there order is processed Ms [redacted] 's trial period expired on 6/12/14, so the system attempted to charge for the full cost of the product that she receivedMs [redacted] initially contacted customer service on 6/12/14, and at that time the trial terms were explained to her and her subscription was canceled outAccording to the notations in the system she hung up on rep she was speaking to or the call droppedShe called back on 6/16/and spoke with another rep who also went over terms and conditions again and confirmed everything had been canceledAs for tracking information, we always have tracking information on file for shipments going out to customers and that is how rep was able to confirm package had been delivered to Ms [redacted] Her USPS tracking number for the original order is: [redacted] , which shows her product was delivered on 5/30/14, so we are not sure where the confusion with the tracking information came about Normally once the system charges for the full cost of the product, the charge is not refundableIn an effort to resolve this matter, we are willing to credit back 50% of the $for the product that was received, which was charged to Ms [redacted] The total amount that is refunded is $and Ms [redacted] should she that amount return to her account within 3-business daysThank you and good day

Thank you for the opportunity to respond to Ms. [redacted]'s complaint. She
originally signed up for one of the trial offers for Pure Garcinia
Select on 2/27/14 and then contacted customer service to cancel her
trial and set up a return on 3/3/14. The product was received...

back
at our fulfillment center; they processed the return and Ms. [redacted]'s
subscription trial was canceled.
There was a system error when her trial was canceled and unfortunately Ms.
Zulhan was charged $1.99 in error on 4/24/14. She contacted Customer
Service on 5/7/14 to advise about the charge and there was a refund
issued for the $1.99 on 5/8/14. The transaction ID number that our
system generated when that refund was processed is: [redacted].
We reviewed our system extensively and see that there were only three
charges assessed to Ms. [redacted] totaling $8.93. As previously
mentioned, there was a refund for $1.99 issued on 5/8/14. Typically
it take approx. 5 business days for the funds to return to customer's
account. Due to the inconvenience of the billing error back on
4/24/14, we have also issued refunds for the two charges for the
initial shipping cost and shipping insurance; these charges are
typically non-refundable. The two refunds were processed today,
6/2/14. One refund was in the amount of $4.95 and the Transaction ID
number for the that refund is: [redacted]; the second refund was for
$1.99 and the Transaction ID number for the refund is: [redacted].
To summarize, Ms. [redacted] was charged a total of $8.93 and as of today,
we have refunded all of those funds to her. It will take approx. 5
business days for the funds to return to her account on the refunds
that were issued today. Everything for Ms. [redacted] has now been
canceled out. We hope that these actions will resolve this matter.
Thanks again and good day.

Thank you for the opportunity to respond to Ms. [redacted]'s complaint. According to our records, Ms. [redacted] originally placed an order for a subscription trial offer for Pure Garcinia Select on 2/27/14. The subscription trial offer allows customers to be able to try the product out for 10-days before...

being charged for the full cost of the product, as well as getting enrolled into a monthly subscription. There is a disclaimer on the main page of the product website that outlines this information. Also the information is explained in detail on the Terms and Conditions that the customer must agree to when they place their order.
Ms. [redacted]'s first shipment of product was sent out on 2/28/14, the day after the order was placed. It was shipped though USPS with tracking number: [redacted]. The tracking information shows that the product was delivered on 3/3/14. All of the contact information also matches the contact information Ms. [redacted] provided with her Revdex.com complaint, so it is hard to believe that this was a fraudulent order. Her trial period ended and she was charged for the cost of the initial bottle that she received which was $87.47. She was then charged $87.47 on 4/14/14 for her next monthly installment of product that should have shipped out to her.
Ms. [redacted] didn't contact customer service until 4/22/14. She was speaking with a customer service representative that was explaining the charges/trial terms, but somewhere in the conversation the call dropped. That is the only record of contact from Ms. [redacted] that we can see in our system.
After some additional research we were able to determine that due to a system error, the second shipment of product never shipped out. We issued a refund for the $87.47 that was charged on 4/14/14, so Ms. [redacted] should see the credit back to her account in approx. 5 business days. We have also canceled out her subscription so she will not incur any additional charges nor receive any additional product. Thank you and good day.

Thank
you for the opportunity to respond to Ms. [redacted]'s complaint. She
initially placed an order for the subscription trial offer for Total
Body Fresh on 5/27/14.
Calibri, sans-serif;">The trial
promotion allows our customers to try product for 14 days before
being charged for the full price of the product and getting enrolled
into a monthly subscription. However, once the trial period has
expired, we do have to charge for the cost of the product. There is
a disclaimer on the main page of the product website
(http://totalbodyfresh.com)
that clearly advises that customers will be charged in full for the
product once the trial period has expired, and that the customer will
be enrolled in a recurring monthly subscription. It is also outlined
that the trial period starts when you place the order. The same
information is also covered in the Terms and Conditions for all
orders (also on website). Each customer must agree to the Terms and
Conditions before an order can be submitted. This was true for Ms.
[redacted]'s
order as well. There is also an order confirmation that is emailed
to customers once there order is processed.
 
Ms.
[redacted]'s trial period expired on 6/12/14, so the system attempted to
charge for the full cost of the product that she received. Ms.
[redacted] initially contacted customer service on 6/12/14, and at that
time the trial terms were explained to her and her subscription was
canceled out. According to the notations in the system she hung up
on rep she was speaking to or the call dropped. She called back on
6/16/14 and spoke with another rep who also went over terms and
conditions again and confirmed everything had been canceled. As for
tracking information, we always have tracking information on file for
shipments going out to customers and that is how rep was able to
confirm package had been delivered to Ms. [redacted]. Her USPS tracking
number for the original order is: [redacted], which shows
her product was delivered on 5/30/14, so we are not sure where the
confusion with the tracking information came about.
 
Normally
once the system charges for the full cost of the product, the charge
is not refundable. In an effort to resolve this matter, we are
willing to credit back 50% of the $79.95 for the product that was
received, which was charged to Ms. [redacted]. The total amount that is
refunded is $39.98 and Ms. [redacted] should she that amount return to
her account within 3-5 business days. Thank you and good day.

Review: They weren't authorized to take money out of my account. I called them to cancel my products and they said that they had the authority to purchase products since it was 30 days after I received my free trial. I added up the days and it was only 16 days. I purchased the free trial on 05/28/2014 and they took money out on 06/13/2014. I haven't received this product and I told them that. The lady said that they could only give me 25 percent back which is ridiculous since I don't even want the product and it hasn't even been 30 days. I would have cancelled my products sooner if I would have known I needed to. I cancelled my products on 06/12/2014 and this still not even 30 days. I am just very disappointed that they can do this. Plus when I was talking on the phone the first time to a man who either couldn't talk in English or ver hard to understand so I called today 06/16/2014 and talked to a woman and the whole time we were talking the phone was echoing which is very unpleasant. They were trying to tell me that I already received the product and was using it but I haven't and there is no way for me to track it. Neither of the people talked to gave me there names. Also when I first purchased the free trails I never read that I would have to cancel my product or money will come out of my account. They said you have to cancel in 30 days of receiving the product which it hasn't even been 30 days,Desired Settlement: I would like the money back on my debit card. They took $79.95.

Business

Response:

Thank

you for the opportunity to respond to Ms. [redacted]'s complaint. She

initially placed an order for the subscription trial offer for Total

Body Fresh on 5/27/14. The trial

promotion allows our customers to try product for 14 days before

being charged for the full price of the product and getting enrolled

into a monthly subscription. However, once the trial period has

expired, we do have to charge for the cost of the product. There is

a disclaimer on the main page of the product website

(http://totalbodyfresh.com)

that clearly advises that customers will be charged in full for the

product once the trial period has expired, and that the customer will

be enrolled in a recurring monthly subscription. It is also outlined

that the trial period starts when you place the order. The same

information is also covered in the Terms and Conditions for all

orders (also on website). Each customer must agree to the Terms and

Conditions before an order can be submitted. This was true for Ms.

[redacted]'s

order as well. There is also an order confirmation that is emailed

to customers once there order is processed.

Ms.

[redacted]'s trial period expired on 6/12/14, so the system attempted to

charge for the full cost of the product that she received. Ms.

[redacted] initially contacted customer service on 6/12/14, and at that

time the trial terms were explained to her and her subscription was

canceled out. According to the notations in the system she hung up

on rep she was speaking to or the call dropped. She called back on

6/16/14 and spoke with another rep who also went over terms and

conditions again and confirmed everything had been canceled. As for

tracking information, we always have tracking information on file for

shipments going out to customers and that is how rep was able to

confirm package had been delivered to Ms. [redacted]. Her USPS tracking

number for the original order is: [redacted], which shows

her product was delivered on 5/30/14, so we are not sure where the

confusion with the tracking information came about.

Normally

once the system charges for the full cost of the product, the charge

is not refundable. In an effort to resolve this matter, we are

willing to credit back 50% of the $79.95 for the product that was

received, which was charged to Ms. [redacted]. The total amount that is

refunded is $39.98 and Ms. [redacted] should she that amount return to

her account within 3-5 business days. Thank you and good day.

Review: I have been billed twice for the amount of $88.17, once on March 24, 2014 and then again on April 17, 2014 from Value Nutra. I have never received this product nor did I ever place an order with this company. I have made numerous calls to the company regarding this matter and they either have no record of me or any account, or claim that the amount was not for any of their products, and then proceeded to hang up on me when I simply asked to have my $176.34 refunded to my bank account. One person I talked to claimed one package was sent, which I never received by the way, and the next person said there was no no record of my name on file. This appears to be a fraudulent company. I am a student and I do not have any extra money to throw away. I only want my money refunded and my name removed from any lists this company may have. I threatened to turn them in to you and the police, but they were once again uncooperative with my requests.Desired Settlement: I would like a check for $176.34 sent to me as a refund and my name removed from any files this company may have. Because I believe this company fraudulently acquired my bank information, I will have to open a new account and go through all the paperwork involved. If nothing is done soon, I am considering suing this company for the amount owing as well as damages.

Business

Response:

Thank you for the opportunity to respond to Ms. [redacted]'s complaint. According to our records, Ms. [redacted] originally placed an order for a subscription trial offer for Pure Garcinia Select on 2/27/14. The subscription trial offer allows customers to be able to try the product out for 10-days before being charged for the full cost of the product, as well as getting enrolled into a monthly subscription. There is a disclaimer on the main page of the product website that outlines this information. Also the information is explained in detail on the Terms and Conditions that the customer must agree to when they place their order.

Ms. [redacted]'s first shipment of product was sent out on 2/28/14, the day after the order was placed. It was shipped though USPS with tracking number: [redacted]. The tracking information shows that the product was delivered on 3/3/14. All of the contact information also matches the contact information Ms. [redacted] provided with her Revdex.com complaint, so it is hard to believe that this was a fraudulent order. Her trial period ended and she was charged for the cost of the initial bottle that she received which was $87.47. She was then charged $87.47 on 4/14/14 for her next monthly installment of product that should have shipped out to her.

Ms. [redacted] didn't contact customer service until 4/22/14. She was speaking with a customer service representative that was explaining the charges/trial terms, but somewhere in the conversation the call dropped. That is the only record of contact from Ms. [redacted] that we can see in our system.

After some additional research we were able to determine that due to a system error, the second shipment of product never shipped out. We issued a refund for the $87.47 that was charged on 4/14/14, so Ms. [redacted] should see the credit back to her account in approx. 5 business days. We have also canceled out her subscription so she will not incur any additional charges nor receive any additional product. Thank you and good day.

Review: In March 2014 I made a purchase online for a trial of a supplement call Pure Garcinia Select. The trial was for ten days with a guarantee to not charge me if I canceled the order. I called and canceled the order and was told to send the product back and that I would not be charged for it any more. About a month after sending the product back and canceling my order of it, I noticed some charges in my bank account from the company that were not supposed to be there. I called the company only to have an extremely rude customer service representative named [redacted] tell me that there was no record of it and there was nothing she was going to do. When I told her I wanted to speak to the manager she refused to transfer me. While explaining the problem to [redacted], she was talking over me making rude comments about how the amount taking out of my account was a ridiculous reason to complain. She then hung up the phone on me. The next month, I noticed another charge on my account for the some other random amounts. I decided to go to the bank and change my card so they would not have my information anymore. However, the next month, I continued to see the charges in my account. I called the company again and asked for a manager. I was speaking to a man named [redacted] who also refused to transfer me to a manager. He also spoke over me and was very rude to me the entire time I was explaining my problem. He told me that the charges were a mistake and that they would be put back into the account in 24 hours. The charges were not put back into the account. Again this month, a bother charge was taken out of my account.Desired Settlement: I would like for this business to give me back the amounts they took out of my account, in a check, and to stop taking money out of it.

Business

Response:

Thank you for the opportunity to respond to Ms. [redacted]'s complaint. She

originally signed up for one of the trial offers for Pure Garcinia

Select on 2/27/14 and then contacted customer service to cancel her

trial and set up a return on 3/3/14. The product was received back

at our fulfillment center; they processed the return and Ms. [redacted]'s

subscription trial was canceled.

There was a system error when her trial was canceled and unfortunately Ms.

Zulhan was charged $1.99 in error on 4/24/14. She contacted Customer

Service on 5/7/14 to advise about the charge and there was a refund

issued for the $1.99 on 5/8/14. The transaction ID number that our

system generated when that refund was processed is: [redacted].

We reviewed our system extensively and see that there were only three

charges assessed to Ms. [redacted] totaling $8.93. As previously

mentioned, there was a refund for $1.99 issued on 5/8/14. Typically

it take approx. 5 business days for the funds to return to customer's

account. Due to the inconvenience of the billing error back on

4/24/14, we have also issued refunds for the two charges for the

initial shipping cost and shipping insurance; these charges are

typically non-refundable. The two refunds were processed today,

6/2/14. One refund was in the amount of $4.95 and the Transaction ID

number for the that refund is: [redacted]; the second refund was for

$1.99 and the Transaction ID number for the refund is: [redacted].

To summarize, Ms. [redacted] was charged a total of $8.93 and as of today,

we have refunded all of those funds to her. It will take approx. 5

business days for the funds to return to her account on the refunds

that were issued today. Everything for Ms. [redacted] has now been

canceled out. We hope that these actions will resolve this matter.

Thanks again and good day.