Creme Del Mar

At Creme Del Mar 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. The 14 days are from the original order date as we explain in the terms and conditions the customer agrees to when originally placing the order. 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 cremedelmar.com, the product, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on cremedelmar.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.
The consumer placed the order on 12/14/14. 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. At this time, the consumer is still within their trial period and the account has been cancelled from further billing and shipments. The consumer will receive a cancellation notice via email. 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://cremedelmar.com/ or http://https://cremedelmar.com/main/inde...⇄ below is a brief explanation of our terms and conditions.

Review: Creme del mar advertisement says free sample but they send you a full sample and charge you for it. Suck you into buying it every 30 days.Desired Settlement: Cancel order #[redacted], do not send or bill me for future orders.

Business

Response:

At Creme Del Mar 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. The 14 days are from the original order date as we explain in the terms and conditions the customer agrees to when originally placing the order. 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 cremedelmar.com, the product, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on cremedelmar.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.The consumer placed the order on 12/14/14. 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. At this time, the consumer is still within their trial period and the account has been cancelled from further billing and shipments. The consumer will receive a cancellation notice via email. 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://cremedelmar.com/ or http://https://cremedelmar.com/main/index.php and below is a brief explanation of our terms and conditions.

Review: On December 30, 2014 I ordered a product online from Creme del Mar. It was free, except for postage with a 14 day trial. It said 30 day trials so I think I thought I had more time. I intended to call and to return the product but we had company - On January 13th, they billed me for $87.63. I called as soon as I saw it on my bank account and told them. 1) I wanted to cancel, 2) I was returning the product and 3) I could not afford it as I am unemployed. The man on the phone told me it was too late and I could not get my money back. I told him the above and said they could not bill me for no product as I am sending it back. He said - too late. Then he came back and said they could give me $20 back and that was all - and it didn't matter how I have complained.

I have never had any situation with any company where they did not give some leeway and return money - as a gesture of good faith in their business. You cannot bill someone for something they are not getting. This online business with constant advertising and others like it is a scam. They say "free trial," don't give you enough time to see if it works or to return it and then they hide the cost of what it will be to purchase it in small print - tiny print - as well as all the stipulations... they write a long thing in tiny print. The product did nothing for it and I don't want it. Further I can't afford $87+ a month. Their sister company Biofini said my order did not go through and said they would not bill me as long as I return the product. Creme del Mar did nothing. I am mailing these 1/16/15Desired Settlement: I am mailing these products back tomorrow. I want my full $87.63 back from Creme del Mar. I accepted the $20 something in fear I would get nothing but I want all the money back from them. They are robbers. People should be straightforward about what the price will be and not hide it under "free sample."

Business

Response:

At Creme Del Mar 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. The 14 days are from the original order date as we explain in the terms and conditions the customer agrees to when originally placing the order. 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 cremedelmar.com, the product, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on cremedelmar.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.At this time, the consumer has been refunded in full, $87.63, for returning the merchandise. The refund will take 3-7 business days.

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,

[redacted] PS I would like to add to this:1. It is confusing to advertise 30 day free trial and give only 14 days to accept.2. The 14 days to accept is not necessarily 14 days of trial.3. If the customer slips by one day they are charged for something they are not taking - a large amount of money.In all probability, advertising rules or laws should be changed. This would protect both customer and seller - as seller would not have to deal with customers who can't pay. 4. Sale price if accept should be clear, not hidden in tiny print.Thank you,[redacted]

Review: The company advertised a free FREE sample of their creme which I received. They then charged my charge account $87.63 for a item I did not order nor do I want. I contacted them via email about it and they said they would have to get back to me. I tried calling on the phone (a long distance call) and was put on hold for an unreasonable amout of time. I am a senior citizen and feel I have been taken advantage of. All I want is for the $87.63 to be taken off my charge. I would appreciate your help.

thank you [redacted]Desired Settlement: Clear the $87.63 from my statement

Business

Response:

At Creme Del Mar 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. The 14 days are from the original order date as we explain in the terms and conditions the customer agrees to when originally placing the order. 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 lacremeskincare.com, the product, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on lacremeskincare.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.The consumer placed the order on 10/24/14. 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 11/8/14 as explained in the terms and conditions for which they agreed to. The consumer contacted our company on 12/5/14 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 e-mail we received, the customer service support issued a 50% partial refund in the amount of $43.82 on that same day. The consumer would have received an e-mail confirmation of the cancellation and refund. The refund will take three to seven business days to credit back.We have refunded the remainder of the amount, $43.81 due to this complaint, a total credit of $87.63, 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://lacremeskincare.com/ or http://https://lacremeskincare.com/main/index.php and below is a brief explanation of our terms and conditions.

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.I would advise their terms would be in big print and made clear just as any offer of Free merchandise. Thank you so much for your help.

Regards,

I returned your product a couple of weeks ago. I did not open it and I did not want it after I read about your company. Please refund $87.63 that was taken out of my account. I should have known when I read the reviews that your company is not honest and are tricking people into getting a sample of your product and then charging them full price. This company is not reliable and they will charge you full price for the product if you do not cancel within 14 days. The company said that you would get a free trail sample and all you had to pay was $4.95. That's all I wanted.

Review: Signed up for Free Trial (only pay the shipping) and was billed $178.91 two weeks later for the "free trial" I called customer support and they cancelled my order that they claimed I made by agreeing to the "terms" when I ordered the "free trial". The support rep refused to refund the money and then hung up on me when I asked for a supervisor. I went back and re-read the term and conditions on their website and again noted there is nowhere it states that by ordering a free trial I was signing up for a monthly charge of $178.91. This is misleading consumers and not honoring their claims.Desired Settlement: I would like a refund of the $178.91 I was charged.

Business

Response:

We were not able to bring up an account using the information you provided. By the information the consumer provided, they need to get in contact with Garcinia Direct regarding their charges. We are a facial cream company, and do not charge $178. Please have them locate the correct information and contact them directly regarding this.

Review: I order a sample of their product, received it and paid. Then in Sept 2015 I was billed for $87.63 for a product that I did not order. I returned the product on 10/22/15 and in the same month was charge for another $87.63 and received nothing. At this point they owe me $175.26 .Desired Settlement: Please credit my credit card for the two charges.

Business

Response:

At Creme Del Mar, 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 8/29/15. 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 9/13/15 as explained in the terms and conditions which they agreed to. The customer was billed for their next 30 day supply on 10/13/15. There was a package postmarked for return dated 10/23/15 that we received on 11/5/15. The account was placed on hold at that time so no further billing occurred, however the customer did not contact us to cancel or inquire about a refund on the returned order. The customer contacted their banking institution instead and stated they did not agree to the charges and placed both charges of $87.63 in dispute. The customer contacted Creme Del Mar on 2/10/16 with a request for cancellation via a letter by mail, however the account had already been cancelled back in November. We have refunded the amount of $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 Creme Del Mar 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 Creme Del Mar. 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 there cream and did not get it in time to see if it works before the return time was up ! I called them and after 2 calls they offered me half of my money back which I took but this is unfair and just because there lawyers have them covered this is so wrong they say free trial then they make it so u can't meet the return policy!! I explained to them I am 83yrs old and live on 1,200 a month and can't afford this !! I offered to send it back and they told me they didn't want it back! This company is doing nothing but taking advantage of elderly people!!! I want to return it for a full refund it does not work! Just because you find a legal way to take advantage of people don't make it right !Desired Settlement: Full refund ! This does not work ! And not fair to anyone!

Business

Response:

At Creme Del Mar, 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.cremedelmar.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.cremedelmar.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 02/09/15. 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 02/24/15 as explained in the terms and conditions which they agreed to. The consumer contacted Creme Del Mar on 03/04/15 with a request for cancellation. The account was cancelled immediately as instructed and the customer was sent a cancellation confirmation via email. Based on the nature of the call, the customer service agent issued a courtesy credit of $43.82 that same day. The consumer accepted this partial credit on a recorded phone call. 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 remainder of the amount $43.81, a total credit of $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.cremedelmar.com or www.cremedelmar.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 Creme Del Mar 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 Creme Del Mar. 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 1-855-204-5101 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 1-855-204-5101 during normal business hours (Monday-Friday, 8am-4pm PST) or email us at [email protected]. Please read our terms and conditions for more details.

The Facebook-displayed ad, subscribing to receive 2 products, [redacted] and [redacted], did not tell the subscribers that they had to deal with 2 separate companies, that the cost was $87/month for EACH product, not the 2 products described, that cancelling with the named company, [redacted], did not also cancel subscription to [redacted].

When contacted, [redacted] was hostile, quoted obligations incurred in online literature NOT displayed to the customer during signup. Representative also threateningly described the extra charges I would incur if I took an action through my credit card (inaccurate)

Review: I bought a sample in Oct. 2015.....they called me and I told them I didn't like the product. It dried my skin out. Next thing I found out was they charged me for Nov Dec 87.63/ 87.63 for items they never sent me. Then in Jan 2016 they charged me again 87,63..this time they sent a package and I returned it unopen..I called and left messages to call me. .3 times.... Finally I got a call from a man named [redacted].....very hard to understand him.........finally he told me I had to take this bill thru [redacted]....called [redacted] and they said they never heard of him or the business. When I tried to call back they would hang up on me, They work with another company called [redacted].........they owe me $262.89....reported it to the Fraud dept of Chase Bank. They get your information from the sample order so they can charge your credit without your permission.....bad bad bad business...they just keep hanging up when I give my name......I have the time and dates I called.Desired Settlement: put my refund back on my credit card $ 262.89

Business

Response:

At Creme Del Mar, 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.10/13/15: Customer placed initial order, starting the trial period, charged $4.9510/28/15: We attempted to bill the customer when the trial ended, but the charge declined10/31/15: We attempted to bill the customer again, but the charge declined11/3/15: We successfully billed the customer for the price of the product, as described in the terms and conditions they agreed to, for the amount of $87.6312/3/15: The customer was billed for their second 30 day supply, for the amount of $87.631/2/16: The customer was billed for their third 30 day supply, for the amount of $87.63On 1/6/16 the customer was refunded for all charges associated with the account. Refunds take 3-7 business days to process. If the customer has questions about the refund, they will need to contact their banking institution. 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 Creme Del Mar 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 Creme Del Mar. 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 30 day sample of creme del mar online. I was required to make $4.95 credit card payment for shipping only. I understood this to be a free sample. I only have a discover card so I asked my caregiver to submit her credit card # and I reimbursed her the $4.95. This was 2/9/15. Yesterday when she looked at her account, it showed they had charged her an additional fee of $87.63 on 2/23/15. When she called the business, they wouldn't reverse the charge. I would have never in a million years ordered a month supply of ANY face cream for $87.63! I'm 86 years old and am living on a meager budget as it is. I think this is some sort of scam to bilk the elderly out of their savings. Why would they send 30 days worth of this "outrageously expensive" creme and only give you 10 days to return it.? I will gladly send it back, but I want the charge reversed from my caregivers account. When she spoke to the sales representative yesterday, he said at first he could authorize 25 percent refund, later he agreed to 50 percent refund but she said that is not acceptable.Desired Settlement: I would request a refund of $87.63 made out to me, as my caregiver has changed her account number to prevent any further withdrawals. Thank you for your attention

Business

Response:

At Creme Del Mar, 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.cremedelmar.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.cremedelmar.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 2/7/15. 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 2/22/15 as explained in the terms and conditions which they agreed to. The consumer contacted Creme Del Mar on 2/26/15 with a request for cancellation. The account was cancelled immediately as instructed and the customer was sent a cancellation confirmation via email. Based on the nature of this complaint, the we have refunded the amount of $87.63. 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, www.cremedelmar.com or www.cremedelmar.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 Creme Del Mar 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 Creme Del Mar. 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 1-855-204-5101 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 1-855-204-5101 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,

[redacted]The $ in dispute was deposited back to the account Friday, March 6,2015. Thank you kindly for assisting me with this problem.

Review: I ordered a 14-day Risk Free Trial of Creme del mar & Biofinite - Somewhere in the small print it tells you that the 14 days begins when you place your order. You don't get to use the product for 14 days to see if it even works!! Also, in the small print it says that your a member and that on the 14th day your bank account is charged $87.63 for each product and when I tried to call the companies they put you on hold and do not answer. I believe this to be a scam! I have sent them emails for refunds and they told me that I am past my trial period to be able to cancel. This is very shady business practices!!!!Desired Settlement: I want the $87.63 for each product that they charged my bank account credited back to my account.

Business

Response:

This customer filed a previous Revdex.com complaint regarding Creme Del Mar. At that time, we informed the customer that they were refunded on 2/1/16. The customer has been refunded in full for both products ordered. There is nothing further we can do at this time. Refunds typically take 3-7 business days, but can take up to 30 days depending on their banking institution.

Review: I orderd off the TV and changed my mind when I read the fine print. They only changed $4.95 for shipping and handling. After 14 days trial, they will charge me $87.63. I have been trying to call and have left mess., even got hung up on today. No one has called me back to get a return label or what ever I need to return merchandise, befor the 14 days is up. Please help.Desired Settlement: I am just trying to return the merchandise before the 14 day is here and they charge me $87.63

Business

Response:

We received this complaint regarding the consumer [redacted]. Ms. [redacted] placed an order on 09/22/14 for the $4.95 shipping and handling of a 30-day product supply on a 14-day trial basis. The consumer contacted the company originally on 09/24/14 wishing to cancel. She was notified by e-mail of her options to either keep the product, or return the remainder. She called into the customer service department, and spoke to a representative to confirm the return. The account was cancelled as of 09/24/14 due to the original contact, and there will be no charge of $87.63 applied to the consumer's account. We apologize if there was any misinformation or confusion.

Review: Advertised free sample satisfaction guaranteed. I ordered December 19th. 14 day free trial. The product below, I never even received a free sample as stated:01/06/2015Withdrawal DEBIT CARD / [redacted] US Date 01/03/15 [redacted] %% Card ** #[redacted] $87.63This product below, I received a free sample December 29th, my account was charged account before the 14 day free trial (or 10 days after receipt). I then cancelled it. Now I have two charges to my account. No refunds, no products.01/05/2015Withdrawal DEBIT CARD / B[redacted] US Date 01/03/15 [redacted] %% Card ** #[redacted] $87.63Desired Settlement: I would like my bank account refunded for the two charges of $87.63. I haven't received anything but one free sample. When I try to contact someone, they just give me some rude answer about 10 days after receiving the product. I've been told the account was cancelled. But I have not received a refund or been told when to expect a refund or even if I am getting a refund.

Business

Response:

At Creme Del Mar 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. The 14 days are from the original order date as we explain in the terms and conditions the customer agrees to when originally placing the order. 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 cremedelmar.com, the product, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on cremedelmar.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.The consumer placed the order on 12/19/14. 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 1/3/15 as explained in the terms and conditions for which they agreed to. The consumer contacted our company on 1/12/14 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 this complaint, we have refunded the charge of $87.63 back to the consumer. The refund will take three to seven business days to credit back.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is the same computer generated response I keep getting, too. They are NOT reading my messages. I NEVER received their product. They charged me for the first month. I cancelled my subscription, then they never sent me anything. I want my money back. They charged me $87.93 for nothing!Regards,[redacted]

Review: Mistakenly, I ordered a 14-day free supply of Crème Del Mar facial crème with the opportunity to cancel the "subscription" within 45 days. They sent me a month's supply, because "they do not have sample bottles." This is a quote from their email to me on Oct. 16. They also said I could pay $43.82, half the amount of a full bottle, or send the bottle back to them (at my cost). I want to do neither. I feel I've had the "bait and switch" technique used on me, and I want them to stop doing this.Desired Settlement: I want them to drop the whole thing, not bill me for $43.82 or contact the credit bureau to report me.

Business

Response:

At Creme Del Mar, 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.cremedelmar.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.cremedelmar.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 9/20/15. 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. The consumer contacted Creme Del Mar on 9/29/15 via email with a request for an extension of time as they had yet to receive their product. The requested was approved and an extension of two weeks was granted. The consumer contacted Creme Del Mar on 10/16/15 with a request for cancellation. The account was cancelled immediately as instructed and the customer was sent a cancellation confirmation via email. 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.cremedelmar.com or www.cremedelmar.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 Creme Del Mar 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 Creme Del Mar. 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 1-855-204-5101 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 1-855-204-5101 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 have determined that this proposed action would resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not totally accept the response made by the business to resolve this complaint. The ad I saw on Facebook said I'd receive a free 14-day supply, not a 30-day supply. The brochure said that I had 45 days to cancel. I did. They have responded to me that they have cancelled the order and I accept that. I think I've been emaiing two different people at the support email. One is the supervisor, the other is a relentless figher. At any rate, it's resolved as far as I'm concerned, but their email lieswith this resolution.

Regards,

Business

Response:

It is great that both parties can come to an agreed resolution.