Dermallure

Thank you for the opportunity to address Ms***’s matter, as our company’s top priority is to provide the highest standards of customer service.On 11/22/2015, Ms*** placed an order for a 14-day trial of Dermallure and Skin Essentials As per the terms of service, which can be found
on both the website and checkout pages, Ms*** was charged a non-refundable S&H fee of $for a 30-day supply of each product The terms of service further explains that the product trial is in effect for 14-days from the time of sale so that the customer can evaluate the product If the customer is not satisfied, the terms of service clearly states that by calling our customer service department *** within an 14-day window, they will be issued an RMA to return the remainder of the product and thus incur no further charges Since Ms*** did not call within the 14-day window, she was charged $and $for the full cost of each product.On 12/07/2015, Ms*** called our customer support line at 5:29pm and accepted our apologies for the confusion and a 60% refund on both purchases as well as a cancellation of her subscription.In the interest of adhering to outstanding customer service practices and maintaining customer goodwill, we attempted to refund the entire purchase (100%) upon receipt of this notification but the card on file is no longer valid and we are not able to complete the refund We have mailed a refund check to the billing address we have on file for the remaining amount We hope that this resolution is to Ms***’s satisfaction We sincerely apologize for any confusion If there is anything else we can do to assist in this matter, please do not hesitate to contact us at our customer care line ***Sincerely,Dermallure / Skin Essentials ServicePS: for your reference, below you can find the links to our terms of service and checkout pageshttp://mydermallure.com/terms.html http://mydermallure.com/checkout.phtml

*** ***We are sorry that you had such a poor experience 1) We reviewed our records going back two years and do not have any records of purchases before September We searched for your original order information as well as all customers from Napa, CA for all two years and show
no record of you being a client before September We also searched for the last four digits of your credit card number and still no records Our system and policy would not allow us to start billing you again in the event you hand ordered from us previously anyway As a safe guard, for a customer to start receiving shipments again they must call in and provide their payment information or repurchase from our website No agent or employee or anyone affiliated with our company can restart billing without customer payment information and approval The only explanation is you must have purchased from another company previously We highly recommend that you look for the order confirmation emails from those purchases prior to Septand see if you can locate the precise company info.2) With regards to your purchases with us that began in September 2016, we do apologize for any confusion with our website, our auto-ship program, and our terms of service We have refunded all of your orders dating back to Sept21stand we can confirm once again that your account is closed No further action is required on your part.3) We also have notes that you have disputed the charges with your credit card company We kindly ask that you remove the dispute to prevent a double refund (from us and your credit card company) We have notes that someone called customer service on your behalf and agreed to our standard refund on November 1st and it appeared like the issue was resolved and refund issued then We apologize if the agent did not resolve all of your issues on the phone at that time.Please let us know if there is anything we can do to assist.Very best regards,MyDermallure.comCustomer Service1-866-297-9775M-F 9am - 5pm CST

*** *** We sincerely apologize for any unprofessional remarks that our agent may have said We are pulling the call recordings now and will take immediate action if they said anything close to what you mentioned in your complaint.All charges have been refunded in full You
should see them appear on your credit card statement within the next 3-business days.With regards to the celebrity endorsement you mentioned, we operate an affiliate program where advertisers promote our product and receive sales commissions for referring customers to our website Our terms and conditions with these affiliates clearly states they can only use authorized content and the experience you mentioned clearly violates our terms We are taking immediate action to remove them from our serviceI really appreciate you submitting this complaint as it helped us find issues that we are now working quickly to fix.Please let us know if there is anything else we can do to resolve the issues you had.Very best regards,My Dermallure Customer Service***

RE: Revdex.com Complaint filed 8/10/2016, *** * *** Thank you for providing an opportunity to address the concerns of this customerWe have reviewed the customer transaction and support history along with the terms and conditions for the program and transactions. Our findings and
actions are itemized in detail in the attached document and here is a quick summary: 1. Customer ordered Trials for two products on 06/06/and the products were delivered on 06/11/2. Customer did not cancel the Trial and, per the Terms and Conditions, the Auto-Ship program commenced on 06/21/2016. 3. The customer participated in the program for two months and we have delivered product to the customer valued at $4. The customer contacted us on 08/03, almost two months into the program, we reviewed the program and the Terms and Conditions with the customer, we refunded the customer $on 08/03/to settle the complaint on the 07/21/charges. The customer appears to have agreed to this settlement from our support notes5. The account was closed and all future Auto-Ship program shipments were cancelled as of 08/03/6. The customer contacted us again on 8/10/with further concerns and, from our support notes, agreed to no further changes. 7. The customer filed the complaint with the Revdex.com on 8/10/indicating additional complaintsIt appears that the customer has additional concerns but it is unclear from the contents of the Revdex.com complaint what further action is needed. The July charges mentioned in the Revdex.com complaint were refunded on 08/03/2016. The customer timeline in the Revdex.com complaint is one month off so our guess is that the customer was actually referring to the June charges in the first call and the July charges in the second call but that is not clear from our support notes or the Revdex.com complaint.As a matter of good faith and practice we will refund all the remaining charges since the initial trial including the restocking fees. With this full refund we will consider this matter closed and the complaint will be removed from our recordSincerely, Dermallure

Ms*** We are very sorry you had a poor experience with Dermallure and Skin EssentialsWe reviewed our records which showed you placed your original order and started your trial of our products on January 1, at 5:44pm You were then billed as per our terms and conditions days
later on January 16, at the end of your trial for the retail price of the productWe outline the terms of the trial on our checkout page (*** We apologize if there was any confusionAccording to our call records, you called customer service yesterday (January 19, 2016) at 3:14pm and an agent offered a 60% refund We also stand by our full refund policy and only require our customers to return the product via the RMA process outlined in our termsIf the agent did not offer that option it is our greatest apologies and we are currently investigating that call.I appreciate you letting us know about your experience and wished it could have been handled fasterWe apologize for your poor experience and have provided you with a full refund Our terms of service can be found at: ***Which are referenced on our checkout page:***If there is anything else we can do please don't hesitate to call our toll-free customer service number: ***Thank you,*** ***
***

Complaint: [redacted] The 100% refund of the 2nd month supply of Dermallure is very much appreciated and I find that response somewhat satisfactory to me and like that the company is willing to work with me.While reviewing my e-mail history, I found that once I "ordered" the sample, I proceeded to check out.  At that time, I received a message that my order was NOT COMPLETE and in order for the trial product to work well it was necessary to also order a special moisturizing cream. That was a red flag that I was getting into something I did not want. and I closed the page.  Imagine my surprise when I received a message the next day that my order was confirmed.  Perhaps I should have alerted the company at that time, but when I closed the page, I also thought the order was cancelled.  Therefore, I would appreciate a refund of the initial amount of about $95.   Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[redacted]   According to the terms and conditions outlined on our website terms page as well as our checkout page, and the checkbox stating you agreed to the terms and conditions above the order submit button, we offer a 15 day trial of our Dermallure Serum.  This 15 day trial gives our...

customers the ability to try the product before they commit to the monthly skin care program where we send convenient monthly supplies to your door.  Once you have achieved the results you desire you can call or email any time to cancel.   According to the notes the agent offered you a 50% discount to keep the product.  We also offer refunds via a simple RMA process within 30 days of purchase.   We do understand that sometimes there is confusion with our membership program. In an effort to resolve the matter we refunded your account on May 12th.  It should already have appeared on your bank statement.      Please let us know if there is anything else we can do to help.   Very best regards,   Customer Service Team

[redacted]We apologize for the poor customer service you received.  We have thousands of clients that love our membership program and our products.  We put an enormous amount of time into the formulation and they have been university developed and tested but we also realize that all skin...

types are different and they do not work for everyone.We are conducting a full review into your review here and the carbon copy complaint you left with the Revdex.com also.  We are in the process of pulling the call recordings and will be listening to all three calls.  If the agent did not offer an RMA as you mentioned here then they will be removed from our services.  There is absolutely no excuse for that and we clearly state we offer the RMA process in order to receive a refund.  We will ensure all active agents are aware of our policies in re-training this week and hope to never have this problem again.Please accept our apologies and the full refund which we have already issued and you should see on your credit card statement.Is there anything else we can do to resolve the situation?Customer Service TeamDermallure

[redacted]You placed an initial order for the dermallure trial on April 24th.  The trial period is 15 days and allows you to try the product before committing to the membership program.  You received the product and the 15 days expired and you were billed for the membership price for the product ($94.96 on May 9th) and the membership program began.  On June 8th, 30 days later, your 2nd month's supply was shipped and you were charged the standard monthly membership fee of $94.96 once again.We offer refunds on purchases for up to 30 days after the purchase was made.  Usually we require a RMA return in order to do this but we wanted to make sure you were well taken care of so we waived the RMA and refunded your last month's shipment which has already arrived at your door (please keep and enjoy the product).  We cannot offer refunds on purchases that are over 60 days old unfortunately.With regards, to your experience on our website when signing up for the trial on April 24th, our Dermallure order confirmation page says at the very top in big black bold text "THANK YOU FOR YOUR PURCHASE"  Just below in non-bolded font we say "We hope you enjoy the benefits of Dermallure".  There is then a dividing line and below we do offer our recommended moisturizer and you can add it to your order at that time if you wish.  We do understand sometimes there is confusion with this and just to be sure we did confirm that the moisterizer was not added to your order and you were not charged for that product.  Order confirmation emails are sent out within minutes of placing your order and we send follow up emails 3 and 7 days after the trail purchase with more information about the product and introducing our support agent that can help you at any time with your order.  Had you called or emailed any time during this 15 day trial period or responded to any of the emails we would have been happy to cancel and close out your order.I can confirm that your account is fully closed as of June 9th.  You have been refunded for your 2nd months shipment and we will waive the RMA return requirement.  We are happy to provide refunds on orders according to our 30 day refund/return policy but unfortunately I am not able to refund orders older than 60 days.Please let us know if there is anything else we can do to help. Very best regards,Customer Service Team [redacted]

[redacted] [redacted]According to the terms and conditions outlined on our website terms page as well as our checkout page, and the checkbox stating you agreed to the terms and conditions above the order submit button, we offer a 15 day trial of our Dermallure Serum.  This 15 day trial gives our...

customers the ability to try the product before they commit to the monthly skin care program where we send convenient monthly supplies to your door.  Once you have achieved the results you desire you can call or email any time to cancel. You originally placed your trial order of Dermallure on April 24, 2017.  Fifteen days later (May 9th, 2017) your trial period expired and you were billed for the Dermallure product.  You continued with the program and were billed for the 2nd month supply on June 8th, 2017.  According to our call logs, you called in June 9th to cancel and request a refund.  The agent closed your account and provided a 50% refund on your 2nd month supply. We do understand that sometimes there is confusion with our membership program. In an effort to resolve the matter today we provided a 100% refund on your 2nd months supply.  Please let us know if there is anything else we can do to help. Very best regards, Customer Service Team[redacted]

Thank you for the
opportunity to address Ms. [redacted] matter, as our company’s top priority is to
provide the highest standards of customer service.
On 7/3/2015, Ms.
Bradley placed an order for a 14-day trial of an anti-aging skin care serum called Dermallure.  As per the terms of...

service, which can be
found on both the website and checkout pages, Ms. [redacted] was charged a non-refundable
S&H fee of $4.95 for a 30-day supply of the product.  The terms of service further explains that
the product trial is in effect for 14-days so that the customer can evaluate
the product.  If the customer is not
satisfied, the terms of service clearly states that by calling our customer service department [redacted]) within an 14-day window (14 trial
days), they will be issued an RMA to return the
remainder of the product and thus incur no further charges.  Since Ms. [redacted] did not call within the
14-day window, she was charged $94.96 for the cost of the product.  She appeared to enjoy the product as she received two additional shipments (August 17th and September 16th) before calling our customer support line to cancel.  Our call notes show that she called in but hung up before reaching full resolution on September 21, 2015 at 1:29pm EST.  Our agent tried to return the call three times before leaving a voicemail with out contact information (email and phone).  At that time the agent also put a hold on all future shipments and closed the account.
Ms. [redacted] has already received a refund from the bank for the last shipment.  
We hope that this
resolution is to Ms. [redacted] satisfaction. 
We sincerely apologize for any confusion and we will keep working on
ways to improve the messaging in hopes of preventing these types of situations
from arising in the future.  If there is
anything else we can do to assist in this matter, please do not hesitate to
contact us at our customer care line [redacted]
 
Sincerely,
Dermallure Customer
Service
 
PS: for your reference,
below you can find the links to our terms of service and checkout pages
[redacted]

[redacted],According to the terms and conditions outlined on our website terms page as well as our checkout page, and the checkbox stating you agreed to the terms and conditions above the order submit button, we offer a 15 day trial of our products.  This 15 day trial gives our customers the...

ability to try the product before they commit to the monthly skin care program where we send convenient monthly supplies to your door.  Once you have achieved the results you desire you can call or email any time to cancel. We only sell our products online and our products are only advertised online.  We have never run any television advertisements.   We do offer a 30 day return policy for a refund of you purchase.  We will review the call recordings and will take appropriate action if our agent did not clearly communicate this over the phone. We do understand that sometimes there is confusion with our membership program. In an effort to resolve the matter we refunded your account.  It should already have appeared on your bank statement.   Please let us know if there is anything else we can do to help. Very best regards, Customer Service TeamToll-Free Customer Service: [redacted] Hours of Operation: Mon-Sat 9am to 5pm CST

Thank you for the
opportunity to address Ms. [redacted] matter, as our company’s top priority is to
provide the highest standards of customer service.
We pulled our records and see that Ms. [redacted] placed trial orders for Dermallure and Skin Essentails at 9:30am EST on September 9th and then was...

charged the full product price for both products 15 days later on September 24th.  It is customary for our agents to provide a grace period when customers call in close to the trial expiration date.  We reviewed the Ms. [redacted]'s call and appreciate her bringing this to our attention and we are sorry she had a poor experience.  The agent that took her call is now no longer working with our company.  A partial refund was provided by the agent when Ms. [redacted] called in but we have since issued a full and complete refund.
We hope that this
resolution is to Ms. [redacted]'s satisfaction. 
We sincerely apologize for any confusion and we will keep working on
ways to improve the messaging in hopes of preventing these types of situations
from arising in the future.  If there is
anything else we can do to assist in this matter, please do not hesitate to
contact us at our customer care line [redacted]
Sincerely,
Customer
Service[redacted]Hours: Monday - Friday, 9am to 5pm Central Time
PS: for your reference,
below you can find the links to our terms of service and checkout pageshttp://mydermallure.com/terms.htmlhttp://mydermallure.com/checkout.phtml

Ms. [redacted], We apologize for any confusion with our auto-ship program and 15 day trial and that our agent did not handle the call to the standard we set of our customer support team.  We also stand by our product but understand that results vary and every woman has a different skin type and...

Dermallure is not always the best fit.We have issued you a full refund and again apologize for any inconvenience or confusion.Please let us know if there is anything else we can do to help.Have a wonderful Thanksgiving! Very best regards, MyDermallure.com Customer Service[redacted] (M-F 9am to 5pm CST)Please note we will not be open Thanksgiving day.

[redacted],According to the terms and conditions outlined on our website terms page as well as our checkout page, and the checkbox stating you agreed to the terms and conditions above the order submit button, we offer a 15 day trial of our products.  This 15 day trial gives our customers the...

ability to try the product before they commit to the monthly skin care program where we send convenient monthly supplies to your door.  Once you have achieved the results you desire you can call or email any time to cancel. According to the notes the agent offered you a 50% discount to keep the product.  We also offer refunds via a simple RMA process within 30 days of purchase.  We do understand that sometimes there is confusion with our membership program. In an effort to resolve the matter we refunded your account on July 24th for your [redacted] purchase.  It should already have appeared on your bank statement.  We tried to refund your Skin Essentials purchase but it kept giving us an "Authentication Error".  To avoid any further delays, we are putting a check in the mail to you for the full amount and it should arrive soon.   Please let us know if there is anything else we can do to help. Very best regards, Customer Service TeamToll-Free Customer Service:[redacted] Hours of Operation:Mon-Sat 9am to 5pm CST

[redacted] According to the terms and conditions outlined on our website terms page as well as our checkout page, and the checkbox stating you agreed to the terms and conditions above the order submit button, we offer a 15 day trial of our products.  This 15 day trial gives our customers the...

ability to try the product before they commit to the monthly skin care program where we send convenient monthly supplies to your door.  Once you have achieved the results you desire you can call or email any time to cancel. We offer refunds via a simple RMA process within 30 days of purchase. We do understand that sometimes there is confusion with our membership program. In an effort to resolve the matter we tried to refund your total purchase but it kept giving us an "Authentication Error".  To avoid any further delays, we are putting a check in the mail to you for the full amount and it should arrive soon. Please let us know if there is anything else we can do to help. Very best regards, Customer Service Team Toll-Free Customer Service:[redacted] Hours of Operation: Mon-Sat 9am to 5pm CST

We are currently investigating your case and pulling the audio recordings of the telephone calls.Our agents are trained with close guidelines on the information they are required to say about our 15 day trial. "Free" is not something they are instructed to say and it does not represent the program....

We offer a 15 day trial of our two products. The customer simply covers shipping and handling. This gives them time to try the product. If they dont like it, they simply call back and cancel their membership. If they enjoy the product then they dont have to do anything and will receive monthly shipments moving forward until they call to cancel. We do apologize for any confusion and we apologize if our agents violated our training and protocols. Swift action will be taken if this is the case. We have record of the shipping and handling charges on January 2, 2017 and then the full membership price on January 17, 2017 (15 days later and before an calls to customer support were made). The total charged for the products (not including the $5 shipping and handling fees was $189.88). We do not have record of any other charges. The membership products prices have been fully refunded and we are investigating the audio files for the telephone calls made in to customer service presently and if there was misconduct - we promise swift action and will remove any involved agents from our service. We are not showing any charges close to $300 as you mentioned in your previous complaint or the $533 mentioned in this one. Perhaps that was another company? If you can submit your debt card statement then we will review to confirm. We have done a thorough investigation in our system and are not able to find any additional changes and none totaling that amount. As previously mentioned, the membership products prices have been fully refunded. Please let us know if there is anything else we can do to resolve the situation and accept our apologies for any lack of professionalism on the part of our agents. We are conducting a thorough investigation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
However, they did not mention the amount of the refund. They did tell me on the phone in the past  that they would refund 60%, but they did not refund me 60%. Out of a price of 189.88, they refunded me $23.74, 33.24, and 33.22 which equals $90.20 refunded to me. And I'm not adding in the shipping and handling-I agreed to pay that and I did-that was  completely separate. Either way, $189.88 - $90.20 already refunded leaves a balance of $99.68 that they owe me. I'm not sure what the amount of the check isthat they say they sent me, but something tells me it's not going to be the $99.68 that they owe me. Either way, if that is the amount, I am satisfied. I guess I can just let you knowif that's what they refund me???  Let me know. Thank you so very much for all your help-I certainly wasn't getting anywhere without it.  I am so relieved that you were able to resolve this.  Regards,
[redacted]