Century 21 Travis Realty, Inc.

Dear Revdex.com:   We are writing in response to the customer’s complaint.  We understand that the customer would like to return outside of our 60 day Money Back Guarantee (MBG).   The customer placed her order on September **, 2015, online and was given the terms and conditions of the MBG when she placed the order.  Her package was delivered to her address on file on September **, 20** and her MBG ended on November **, 2015.  Under the MBG, the customer has 60 days to return the unit for a refund of the purchase price.  If the customer keeps the unit for at least 45 days of the 60 days, we will return shipping both ways and refund the product price.    The customer’s account has been reviewed again and we cannot authorize a return for refund.  At this point, we consider the complaint closed.   We sincerely apologize to the customer for any inconvenience.  We welcome any questions that she may have.  Please feel free to contact us at ###-###-####, Monday through Friday, between the hours of 6a to 6p (PST) for further assistance.   Thank you,   Julie L[redacted] Radiancy Team

DearRevdex.com:  Weare writing in response to the customer’s rejection.  The customer’s file was in collections andwas closed on September **, 2015.  Weconsider this matter resolved. We welcomeany questions that she may have.  Pleasefeel free to contact us at ###-###-####, Monday through Friday, betweenthe hours of 6a to 6p (PST) for further assistance. Thankyou, JulieL[redacted]RadiancyTeam

DearRevdex.com:  Weare in receipt of your inquiry and appreciate you reaching out directly to usto help resolve our mutual customer’s concern.  Thecustomer was given the full price of the unit when he placed his order.  For reference, I have included a copy of theorder page, showing the full price. Thecustomer placed his order on September **, 2015, and was given the terms andconditions, as well as the 60 day Money Back Guarantee (MBG) when he placed theorder online.  Under the Guarantee, thecustomer has 60 days to return the unit for a refund of the purchaseprice.  If the customer keeps the unitfor at least 45 days of the 60 days, we will return shipping both ways andrefund the product price.  The customer’spackage was delivered to him on September **, 2015.  His 45th day starts on November * andhis MBG will end on November **, 2015.  Additionally,on October *, the customer filed a chargeback for $99.00.  We cannot refund this account until thechargeback is resolved with the bank. On September**, we attempted to reach out to the customer to give him return instructions,but we were not able to reach the customer. We welcome any questions that he may have.  Please feel free to contact us at ###-###-####, Mondaythrough Friday, between the hours of 6a to 6p (PST) for furtherassistance. Thankyou, JulieL[redacted]RadiancyTeam

Dear Revdex.com:   We are writing concerning the customer's complaint.  We understand that she is waiting for a refund.    The customer purchased the Spa Touch Elite on March **, 2012, for $16,900 and received a credit for her previous device payments of...

$6,000.  She paid off her balance on January **, 2013, and continued to purchase accessories for the device through June **, 2015.  On May **, 2013, the customer contacted us because she was having issues with the device and she was sent a replacement with a free hand piece, retail value $1,500.   We sincerely apologize that the customer’s phone call was not returned.  The customer does have a credit balance on her account of $320.13.  We reached out to the customer yesterday via email.  The customer’s check #[redacted] for $320.13 was sent to her through [redacted], tracking number [redacted]   Please have the customer contact us at [redacted], Monday through Friday for further assistance.    Thank you,   Julie L[redacted] Radiancy Team

Dear Revdex.com:   We are writing in response to the customer’s rejection.  The customer was sent an email with a promotion code to purchase the no!no! plus for $99.  At the bottom of the promotion email she received, it is specified that all sales are final.  A copy of this email was included in the previous response, and has been attached again with the “all sales final” disclaimer highlighted.   Because of this, we are unable to accept the customers return for a refund.    Please have the customer contact us at ###-###-####, Monday through Friday, between the hours of 6a to 6p (PST) or Saturday between the hours of 7am – 1pm (PST) for further assistance.      Thank you,   [redacted] Radiancy Team

Dear Revdex.com:   We are responding to the customer’s complaint.  We understand this was a gift to the customer; however, we are unable to locate an order with the information provided.   If the unit was purchased directly through us or through an approved dealer and the customer has proof of purchase, we can offer the customer a warranty exchange if the unit is damaged, but we cannot offer a refund.   Please note that if the customer did not purchase her no!no! through an approved dealer, she will have to request a refund from where she originally purchased the unit.    We sincerely apologize to the customer, but since we are unable to locate the order in our system, we consider the complaint closed.   Please have the customer contact us at ###-###-####, Monday through Friday, between the hours of 6a to 6p (PST) or Saturday between the hours of 7am – 1pm (PST) for further assistance.    Thank You,   Julie L[redacted] Radiancy Team

Dear Revdex.com:   We are writing concerning the customer's complaint and understand she would like to return her unit.  As stated in our previous response, we will not accept a return from the customer.  Please note that we consider this complaint closed.   We sincerely apologize to the customer for any inconvenience.  Please have the customer contact us at [redacted], Monday through Friday for further assistance.    Thank you,   Julie L[redacted] Radiancy Team

DearRevdex.com: Weare writing in response to the customer’s complaint.  We understand that the customer would like toreturn her no!no!. Thecustomer’s package was delivered to her on May **, 2015, and her Money BackGuarantee (MBG) ended on July *, 2015.  Thecustomer...

was given the 60 day MBG when she placed the order online.  Under the Guarantee, the customer has 60 daysto return the unit for a refund of the purchase price.  If the customer keeps the unit for at least45 days of the 60 days, we will return shipping both ways and refund theproduct price.  This information was alsoincluded on the packing slip when she received her package. Thecustomer called our customer service department to return on June **, withinthe 45 to 60 days.  The agent gave her aReturn Merchandise Authorization (RMA) code and told her he would email her areturn label.  Unfortunately, it does notappear that a label was emailed to her.  Thecustomer called back in again on July * and a new label was emailed to her.  We sincerely apologize for this error.   Pleasenote that these were the only times the customer contacted us.  Since the customer contacted us within her 45to 60 day window, her account will be refunded when the product is received. Pleasehave the customer contact us at ###-###-####, Monday through Friday,between the hours of 6a to 6p (PST) or Saturday between the hours of 7am – 1pm(PST) for further assistance.  ThankYou, [redacted]
[redacted]RadiancyTeam

Dear Revdex.com:   We understand the customer’s concern and sincerely apologize to the customer for any inconvenience.     We are unable to locate an account based on the information given in the complaint.  In order to assist the customer, we will need to know...

where his purchase was made, for example, the infomercial, our website, HSN, etc.  Additionally, we will need the name, address and phone number the order was placed under, as well as the date the order was placed.   Please note that if the customer did not purchase his NoNo through an approved dealer, he will have to request a refund from where he originally purchased the unit.  As soon as we receive this information, we will be happy to try to assist the customer.   Again, we apologize for any inconvenience to the customer.   Please have the customer contact us at ###-###-####, Monday through Friday, between the hours of 6a to 6p (PST) or Saturday between the hours of 7am – 1pm (PST) for further assistance.    Thank You,   Julie L[redacted] Radiancy Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Not once in the advertising is there a visible dollar figure when checking out there will be a cost of $299 fro the product.  The invoice visually reveals a price of $99.  This is deceptive and misleading advertising to invoice visually a price of $99 on the Website, then when you click to order the product a receipt is generated with a "surprise" price of $299 which is false deceptive advertising and outright trickery to deceive consumers.   I also discovered it is impossible to return the product using the phone numbers Radiancy gave me by phone message they would accept the return, now they tell the Revdex.com they won't pay the return shipping which violates their advertising flyer saying they will, without 45 days waiting period, which is another layer of false and misleading advertising by this company.   Read my message I sent to Radiancy President/CEO today by e-mail[YourSend to: Radiancy Customer Service & Administration/President/CEO:Getting a phone message instruction by employee "Onya" to call your ###-###-#### telephone number she gave to me below, it is a invalid number that the operator told me was not for Kyrobak product. She gave me this number: ###-###-####, I pressed option #3 for returns information for Kyrobak and the phone line goes dead... nobody answers the phone!  The return authorization is therefore impossible to obtain, in this case.I demand, from Radiancy, "Administration" step in and act to send to me by e-mail a valid RMA so I can return the Kyrobak product for a full refund.  I also demand you send to me, as you have advertised, a prepaid return shipping label or refund the cost of shipping to me as advertised.If you ignore this e-mail or give to me more impossible procedures, I will immediatelyreturn the "unopened" Kyrobak product to you without a RMA due to your repeated failure to do so to this customer by giving me invalid phone numbers to return the product.I will then dispute the cost of shipping and the refund of the Kyrobak if you do not refund my monies without delay to my credit card, including shipping fee.I no longer care about your corrupted and frustrating return policies of no result to return the product, I am holding you accountable to your written advertising and your dysfunctional return procedures designed to frustrate consumers from returning your falsely advertised product; Kyrobak.E-mail me RMA with Instructions within 5 working days  or I am returning the product at this address on Monday October *, 2015:Customer Service & Administration President/CEO[redacted]
Thank You, [redacted]cc: Federal Trade Commission, Revdex.com, Attorney General's Office, Magazines Product Advertised With. Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Revdex.com:   We are responding to the customer’s complaint.  We understand that the customer is requesting a refund for a no!no! unit.  However, we are unable to locate an account for her based on the info provided in her complaint.    In order to assist...

the customer, we will need to know where her purchase was made, for example, the infomercial,  [redacted], [redacted], [redacted], [redacted].   Additionally, we will need the name, address and phone number the order was placed under, as well as the date the order was placed.   Please note that if the customer did not purchase her no!no! through an approved dealer, she will have to request a refund from where she originally purchased the unit.  As soon as we receive this information, we will be happy to try to assist the customer.   We sincerely apologize to the customer.  Please have the customer contact us at ###-###-####, Monday through Friday, between the hours of 6a to 6p (PST) or Saturday between the hours of 7am – 1pm (PST) for further assistance.    Thank You,   Julie L[redacted] Radiancy Team

Dear
Revdex.com:We
are writing concerning the customer's complaint. We understand the customer has
not received her refund.  Due to the
escalation, the account has been reviewed.  The
customer called to return her no!no! on October *, 2015.  The agent told the...

customer that if she
agreed to keep the unit, we would give her a 25% discount.  This letter confirms that on October *, 2015,
the customer was refunded $98.94.  It can
take up to two billing cycles for the financial institution to post the refund
to the customer’s account.  For
reference, the time and date stamp for the refund is below.  If the customer is unable to locate the
refund, please ask her to take this information to the bank to help them locate
it. Settlement Date and
Time: **-Oct-2015 22:21:23
EDTAdditionally,
we have no records of the customer trying to call us after the refund was
processed.  We sincerely apologize to the
customer for any inconvenience.  Please
have the customer contact us at ###-###-####, Monday through Friday,
between the hours of 6a to 6p (PST) or Saturday between the hours of 7am – 1pm
(PST) for further assistance. .Thank
you,Julie
L[redacted]Radiancy
Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

There is no more to say, I don't agree with their comments. When you are told to call back in order to have them send you a pre-paid postage label you expect them to send you the label and not tell you someone will call you back.Of course it's after my 60 days no one would talk to me. I called on time, no one would deal with me.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is ridiculous, but apparently is the best I'm going to get.  I still do not understand - and I would think the Revdex.com might be concerned about this - why, if additional payments were required, I was never billed.  All I ever received was the nasty "you are in collections because you haven't paid" notice.  If my card was declined I can only assume it was because I received a new one with a different expiration date.  Again, this could have been avoided, had they simply COMMUNICATED with me.  My credit score is something in the area of 825.  I am not a deadbeat, and really resent being treated like one.  They continue to insist I had all the facts, and that they care about their customers, but they never once tried to clarity the situation for me when it became clear there was a misunderstanding.I sincerely thank the Revdex.com for their prompt action in this matter.  I may not be "satisfied," but I at least you got them to respond, and I now have a clear understanding of the situation, and will -grudgingly - send them a check for the balance due.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

{Radiancy violates it own advertising which clearly states they will pay the return shipping (see ad I sent to Revdex.com, and, there is no 45 day waiting period in the advertising as a condition for anything.  And, I have sent Revdex.com a copy of the Sales Order that clearly states the price of the Kyrobak product as $99 which is the check-out form from their and my check out on their web site.  These people are operating a business that defies their advertising and they make up policies as they go along blindly ignoring their advertising promises.I returned the product today with a prepaid shipping label from Radiancy as I called and complained about the false advertising that they must pay the return shipping and they also must refund the shipping fee I paid to order the product, as advertised in their print literature and on their Website.Let's give Radiancy some reasonable time to receive the product (which I did not open the shipping container) and to fully refund me the cost of the product and the shipping fee I had to pay.  The ball is now in their court to deliver upon their advertising promises for a complete refund of the product price and refund shipping cost (see the advertisement promise I sent to Revdex.com).This company is using fine print in their Website check out process and using large print to guide, mislead and deceive customers to buy a product and then switch the price after the fact of purchase.  That's what they did to me.  The FTC and the courts always frown on small print disclaimers and the small print can never supersede the larger print as, case law has established in these cases of consumer deception, as unlawful advertising. I have enclosed/attached a letter I sent today and in the return package to Radiancy regarding my issues (see MS Word file.The complaint is not yet solved until the charges have been reversed permanently on my [redacted] Credit card.  But I believe it will be solved soon.  ]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Revdex.com:   We are writing concerning the customer's complaint.  We understand the customer wanted to return the Kyrobak before her 45 days and wanted return shipping paid.   We are unable to refund the customers shipping because she returned before her 45th...

day.   The customer placed the order through our call center on June **, 2016, and was given the 60 day Money Back Guarantee (MBG) when she placed the order.  The customer agreed to the trial offer and paid $19.95 to have the unit sent to her.  Under the trial offer, the $19.95 is not refundable.    The customer’s order was delivered to her on June **, 2016, and her 60 day MBG will end on August **, 2016.  Under the Guarantee, the customer has 60 days to return the unit for a refund of the purchase price.  If the customer keeps the unit for at least 45 days of the 60 days, we will return shipping both ways and refund the product price.    This information was given to the customer when she placed the order.  Additionally, this information was also included on the packing slip when the customer received her package.  We have also included a sample copy of the packing slip for reference.   The customer called customer service on July 5 and was told she did not qualify for the MBG because she had not reached her 45th day.  She was told she could still return for a refund, but we would not pay her return shipping.  The customer returned her unit to us on July **.  Since she only paid the $19.95, her remaining payments were canceled.   We sincerely apologize to the customer for any inconvenience.  Please have the customer contact us at [redacted], Monday through Friday, between the hours of 6a to 6p (PST) or Saturday between the hours of 7am – 1pm (PST) for further assistance.    Thank you,   Julie L[redacted] Radiancy Team

We are sorry that the customer is frustrated. We do stand by our Triple Guarantee. We provide the customer with a 60 day money back guarantee that doesn't begin until the customer's order is delivered. We make the guarantee timeframe as clear as we can to the customer and stress that in order to...

receive a refund, the customer would need to call our customer service within that timeframe (they can call on the 60th day and up to 5 grace days after and still get a refund). The guarantee terms are discussed twice in the sales call and are also provided to the customer in writing to make sure that the customer is very aware of the policy. The customer's package was delivered in June of 2013. The customer called to request a return/refund on 07/**/15, more than two years after the guarantee expired. We make the guarantee terms as clear as possible, but the responsibility to use the product within that timeframe and contact us if dissatisfied before it expires rests with the customer. If using the product appropriately customers should not experience discomfort or injury. However, if the customer is claiming that her device has caused injury and scarring, we ask that she mail in photographs of the injury/any medical documentation that she would want reviewed for further assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I DO NOT HAVE THAT INFORMATION. I DID NOT PURCHASE THE DEVICE SINCE IT WAS A GIFT!!!!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Revdex.com:   We are writing in response to the customer’s complaint.  We understand that the customer would like to return her order.  Due to the complaint, the customer’s account has been reviewed.    We understand the customer would like to return her...

no!no!.  The customer was sent an email with a promotion code to purchase the no!no! plus for $99.  The customer placed her order on April **, 2016, and it was delivered to her on April **.  The customer called customer service on May * to return.  When she called, the return policy was explained and she told this was a non-returnable promotion.    As a point of information, at the bottom of the promotion email she received, it is specified that all sales are final.  For reference, we have included a copy of this email.   We sincerely apologize to the customer for any inconvenience.  Please have the customer contact us at 888-525-7580, Monday through Friday, between the hours of 6a to 6p (PST) or Saturday between the hours of 7am – 1pm (PST) for further assistance.      Thank you,   Julie L[redacted] Radiancy Team

DearRevdex.com:  Weare writing in response to the customer’s complaint.  We understand that the customer placed herorder through our call center and would like to return outside of our 60 dayMoney Back Guarantee (MBG). Thecustomer placed her order on February *, 2015, and...

was given the terms andconditions, as well as the 60 day MBG when she placed the order.  The MBG was also included in the packing slipwhen the customer received her package. For reference, I have included a sample copy of our packing slip.   Underthe Guarantee, the customer has 60 days to return the unit for a refund of thepurchase price.  If the customer keepsthe unit for at least 45 days of the 60 days, we will return shipping both waysand refund the product price.  Thecustomer’s package was delivered to her on February *, 2015, and her MBG endedApril *, 2015.  The customer called on September* to return, but at this point, she was outside of the MBG.   Since the customer is outside of the MBG, weare unable to authorize a return for a refund. Wesincerely apologize to the customer for any inconvenience.  We welcome any questions that she mayhave.  Please feel free to contact us at###-###-####, Monday through Friday, between the hours of 6a to 6p (PST)for further assistance. Thankyou, JulieL[redacted]RadiancyTeam