Celleral

Advertised as a free trial size skin gel for 5,95 shipping. What you receive is 2 jars of gel one for face and one for eyes for which you are charged a separate undisclosed 4.95. Then when you read under the terms they will send you every 30 days 1 jar for 95.00 and one jar for 90.00 until you call and cancel. None of the second fee or the recurring 30 day shipping are disclosed in the free trial offer.. I believe this is at best a very deceptive business practice or a out right scam.

I have reviewed this complaint and wanted to apologize that you were not able to speak to a supervisor as requested.  I will coach the agents you spoke with after I monitor those calls.  As a resolution today I have refunded the account in full.  I hope you have a great day!

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,

Mallory K[redacted]

I signed up for the trial bottle and got both the serum and eye cream in the mail. They are okay, but I was not planning to reorder. There was apparently a 14 day trial that I got automatically signed up for and then received a new supply in the mail. I was billed $94.99 for the serum and the eye cream is still coming and they said it was charged separately at over $80. I talked to one woman on the phone who said that I could not get a refund and she would not transfer me to her manager. She eventually hung up on me. Then I called back and talked to a man who said that I could return the products, but would be charged two restocking fees of $14.95 each. I am returning the products and am hoping to get refunded. Not a good experience at all.

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]

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,

Advertised as a free trial size skin gel for 5,95 shipping. What you receive is 2 jars of gel one for face and one for eyes for which you are charged a separate undisclosed 4.95. Then when you read under the terms they will send you every 30 days 1 jar for 95.00 and one jar for 90.00 until you call and cancel. None of the second fee or the recurring 30 day shipping are disclosed in the free trial offer.. I believe this is at best a very deceptive business practice or a out right scam.

[redacted],
I apologize for the inconvenience when it comes to the trial that was signed up for.  I have refunded this account in full as requested I hope this resolves the complaint today!

Initial customer representative gave erroneous end date for adjusted free trial period. Although I called in time to cancel, additional charges over $100.00 ensued. This despite the fact that during my cancellation call, that particular rep told me I would NOT be charged anything further except a $1.95 cancellation fee. Additional reps admitted the error/confusion but two of them politely hung up on me after telling me there was no other resolution. One rep even claimed she was unable to pull up my account and asked for my credit card information again, rather suspicious when 2 other reps had no problems accessing my account within the same 1/2 hr. What a mistake.

Whereas I enjoyed the product, their marketing practices are very sketchy. I gave the company my credit card information to pay for shipping and a sample of the product. No where in the ad did I see that they were going to charge me full price for the sample they had already charged me for. It wasn't until I received a second shipment that I opened and found an outrageous price that I called the company. They then said that they would send me an additional shipment, free for the full price (two products, $49.95 and$69.95). Thereafter, they would only charge me 1/2 price, to be shipped every two months instead of monthly as long as I notified them on the 30th of the month that I received my shipment. I had agreed to that arrangement when a few days later I received my credit card statement and the full charge for my "free trial".....of which I had already been charged a small sum of $.99, $1.99, $3.95, and $1.95 on my previous billing statement. I spoke to a representative who offered a full refund if I sent the product back......but I had already used it! Then he offered it at half price as long as I didn't contact my credit card company. It's a shame they just don't legitimately sell this skin care, that they resort to this trickery.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

Elizabeth S[redacted]

Mallory,
I am sorry you had trouble contacting us to stop the shipments we are open 24 hours a day 7 days a week just incase that may help.  I have reviewed your complaint and as a resolution I have refunded the remaining amount on the most recent charge and the second charge in...

full.  So in total we have refunded you $189.98.  Please give it 3-5 business days to see the refunds back in your account.

 
I have reviewed this account and as a courtesy and resolution to this complaint I have refunded the account in full please allow up to 5 business days to see the refunds.

This is the worst company I ever did business with. They charge your account without letting you know in advance and their crappy cream isnt worth $100.00 a month.

Elizabeth,
I am so sorry for this experience you had that is not the way this account should have been handled and I will be coaching the agents who handled those calls.  I see you were provided RMA's to return both products for full refunds but I do not see them back yet.  I have...

refunded both charges in full today and you can keep the products if you have not already returned them.  I hope you have a great weekend.  Please allow 3-5 business days to see refunds reflect in your account.

[redacted],
I have reviewed your account and would like to resolve this today.  After the review I see that you placed one of the charges in chargeback with your bank.  Once a chargeback is done we are unable to provide any type of refund on that charge in our system.  As a...

resolution I refunded the other charge that is not in chargeback.   The resolution to that other charge will be between you and your financial institution at this time.  02/25/2016

[A default letter is provided here which indicates...

your acceptance of the business's response.  If you wish, you may update it before sending it.]

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],
I have reviewed your concern and refunded the account in full as requested.  I am sorry for the confusion and any inconvenience.  I hope this resolves the complaint have a great day!