DermaNu Skin

Initial Business Response /* (1000, 5, 2016/01/27) */
Ms*** signed up for free trial products at www.dermanuskin.com on 11/19/Customers have days from the original order date to see if DermaNu is right for themIf they are unhappy with the product at any time during those days, they
must call us at (888) 532-to cancelIf the customer cancels the full cost of the product $for our Skin Therapy and $for our Eye Therapy will not be billedIf the customer is satisfied with our product, and does not cancel, every thirty days thereafter we will send a new 30-day supply of our productMs*** did not contact our customer service department until 1/12/We state the terms clearly on our website and require that the customer agree to the terms of the offer by checking the check box prior to placing an orderSince we did not here from Ms*** after the trial period, we assumed she was enjoying the products and wanted to continue in our membership program per the terms of the offerOn 1/12/as a one-time courtesy being that Ms*** did not completely understand the terms of the offer, a refund was issued for the most recent chargesWe ask that Ms*** keep the products as a courtesy and continue to use them as she sees fitMs *** will receive no future billing and no further products
Best Regards,
DermaNu Customer Care
[email protected]
***

Initial Business Response /* (1000, 5, 2016/06/01) */
We state the terms clearly on our website and require that the customer agree to the terms of the offer by checking the check box prior to placing an orderSince we did not here from Ms*** until after the trial period, she was billed the
full price of the productAs a one-time courtesy being that the customer did not completely understand the terms of the offer we are issuing a full refund to the customer as requested
Best Regards,
Dermanu Customer Support Team

Ms*** signed up for free trial at www.dermanuskin.com on 08/18/
Customers have days from the original order date to see if DermaNu is right
for themIf they are unhappy with the product at any time during those
days, they must call us at (888) 532-1755 to cancel
If the
customer cancels the full cost of the product $for our Skin Therapy will
not be billedIf the customer is satisfied with our product, and does not
cancel, every thirty days thereafter we will send a new 30-day supply of our
productWe state the terms clearly on our website and mandate that the
customer agree to the terms of the offer by checking the check box prior to
placing an order. Since we did not here
from Ms*** until after the trial period, she was billed the full price of
the productWe assumed she was
enjoying the products and wanted to continue in our membership program per the
terms of the offerOn 9/28/Ms*** contacted our customer
service department and was given an explanation of the charges and was given a
50% refund on the most recent charges. In
order to satisfy her request, as a one-time courtesy we have issued a full
refund in the amount of $141.86. We ask
that Ms*** keeps our product as a courtesy and continues to use it as she
sees fitMs *** will receive no future billing and no further products
Best Regards,
*** *** ***
***

Ms*** signed up for free trial products at www.dermanuskin.com on 10/21/
Customers have days from the original order date to see if DermaNu is right
for themIf they are unhappy with the product at any time during those
days, they must call us at (888) 532-1755 to
cancelIf the
customer cancels the full cost of the product $for our Skin Therapy and
$for our Eye Therapy will not be billedIf the customer is satisfied
with our product, and does not cancel, every thirty days thereafter we will
send a new 30-day supply of our productWe state the terms clearly on our
website and require that the customer agree to the terms of the offer by
checking the check box prior to placing an order. Since we did not here from Ms*** until
after the trial period, she was billed the full price of the productsOn 12/7/
Ms*** contacted our customer service department and was given an
explanation of the charges and was given a refund on the most recent charges as
she describes in her complaint. As a
one-time courtesy in an effort to further resolve, we have issued Ms***
a full refund. We ask that Ms*** keeps
the products as a courtesy and continues to use them as she sees fitMs
*** will receive no future billing and no further productsPlease allow 3-business days for the refunds to process
Best Regards,
DermaNu Customer Care
[email protected]

We state the terms clearly on our website and require that the customer agree to the terms of the offer by checking the check box prior to placing an orderSince we did not here from MsWright until after the trial period, she was billed the full price of the productAs a one-time courtesy being
that the customer did not completely understand the terms of the offer we are issuing a full refund to the customer as requested
Best Regards,
Dermanu Customer Support Team

*** *** ** ***
*** *** *** ** *** ** *** **
*** *** *** ***
*** *** *** ***
Thank you for mediating this consumer complaint for Case #*** for *** * ***Our company strives to make sure that our
customers are 100% satisfied, so we take consumer complaints very seriouslyBefore customers commit to our day free trial, our customers have to affirm and acknowledge the terms & conditions for our auto ship program by marking the T&C check-boxes. www.dermanuskin.com/order.phpAccording to our records, the customer ordered our products (the DermaNu Skin and the Derma Nu Eye) on a day trial basis back on 05/20/and paid the shipping and handling fees of $and $The trial expired on 06/3/and due to the fact that our customer did not contact us to cancel their trial they were subsequently charged for the original shipments on 06/4/$for the DermaNu Skin and $for the DermaNu EyeWe did not here from the customer unitl 7/5/after an additional shipment had been sent outPer the customers request we cancelled their membership and provided them a cancelation numberHowever, in the interest of resolving thiscomplaint we have refunded the charges in full being that the customer did not fully understand the terms of the offerPlease allow 3-business days for the refund to processThe customer may keep our products and continue to use them as a courtesy. Best Regards,DermaNu Customer SupportDerma Nu Skin CareToll Free Customer Care: (888) 532-1755Email: [email protected]

Initial Business Response /* (1000, 5, 2016/01/09) */
We understand that Ms*** was unable to resolve this charge with her bankHowever in an effort to resolve Ms*** request as a courtesy we have issued a full refund in the amount of $We also ask that Ms*** keeps our product as
a courtesyPlease allow 3-business days for the refunds to process
Best Regards,
DermaNu Customer Care
***
Initial Consumer Rebuttal /* (2000, 7, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I except their refund to Credit my direct express account which has been closed and reopened with a new number
But for keeping their product as they indicated I never received them nor did I order them
So by Derma Nu Skin I don't know how they're going refund my acctwhen I have a new number ?
I can't send you (Revdex.com) my number to my direct express card and you can give Derma Nu the number so the refund can be deposited in new acct
Thank you for your helping in this matter you are greatly appreciated for all your hard work
*** *** below is file attachment that Derma Nu Skin sent me on Saturday January 9th
Final Business Response /* (4000, 21, 2016/04/06) */
Ms***,
We appreciate your patience and are sorry for any inconvenience or delays
On 1/9/a full refund in the amount of $was issued to the credit card on fileHowever, being that the customer has closed this card we will need to issue and send a refund check in the full amount as promisedPlease allow 5-business days
Best Regards,
Dermanu Customer Care
Final Consumer Response /* (2000, 23, 2016/04/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Ms*** signed up for free trial products on 10/13/
Customers have days from the original order date to see if DermaNu is right
for themIf
they are unhappy with the product at any time during those
days, they must call us at (888) 532-1755 to cancelIf the
customer cancels the full cost of the product $for our Skin Therapy and
$for our Eye Therapy will not be billedIf the customer is satisfied
with our product, and does not cancel, every thirty days thereafter we will
send a new 30-day supply of our productWe state the terms clearly on our
website and require that the customer agree to the terms of the offer by
checking the check box prior to placing an order. Since we did not here from Ms*** after
the trial period, we assumed she was enjoying the products and wanted to
continue in our membership program per the terms of the offer. Ms*** called our customer service
department on 10/31/and asked for a refund and to be cancelled out of our
membership programAs a one-time courtesy Ms*** was issued a total
refund in the amount of $207. We ask
that Ms*** keep the products as a courtesy and continue to use them as
she sees fitMs*** will receive no future billing and no further
products
Best Regards,
DermaNu Customer Care
***
*** ***

Thank you for mediating this consumer complaint for Case #*** for Mrs***Our company strives to make sure that our customers are 100% satisfied, so wetake consumer complaints very seriouslyBefore customers commit to our day freetrial, our customers have to affirm and acknowledge
the terms & conditions for our autoship program by marking the T&C check-boxes. www.dermanuskin.com/order.phpAccording to our records, customer ordered our products (the DermaNu Skin and theDerma Nu Eye) on a day trial basis back on 05/26/and paid the shipping andhandling fees of $and $The trial expired on 06/10/and due to the factthat our customer did not contact us to cancel their trial they were subsequently chargedfor the original shipments on 06/10/$for the DermaNu Skin and $forthe DermaNu EyeWe did not here from the customer unitl 7/6/after an additionalshipment had been sent outPer the customers request we cancelled their membershipand offered a partial refund in which they agreedHowever, in the interest of resolving thiscomplaint we have refunded the charges in full being that the customer did not fullyunderstand the terms of the offerPlease allow 5-business days for the refund toarrive.Best Regards,Dermanu Customer SupportDerma Nu Skin CareToll Free Customer Care: (888) 532-1755Email: [email protected]

Ms*** signed up for free trial products on 10/13/
Customers have days from the original order date to see if DermaNu is right
for themIf they are unhappy with the product at any time during those
days, they must call us at (888) 532-1755 to cancelIf
the
customer cancels the full cost of the product $for our Skin Therapy and
$for our Eye Therapy will not be billedIf the customer is satisfied
with our product, and does not cancel, every thirty days thereafter we will
send a new 30-day supply of our productWe state the terms clearly on our
website and require that the customer agree to the terms of the offer by
checking the check box prior to placing an order. Since we did not here from Ms*** after
the trial period, we assumed she was enjoying the products and wanted to
continue in our membership program per the terms of the offer. Ms*** called our customer service
department on 10/31/and asked for a refund and to be cancelled out of our
membership programAs a one-time courtesy Ms*** was issued a total
refund in the amount of $207. We ask
that Ms*** keep the products as a courtesy and continue to use them as
she sees fitMs*** will receive no future billing and no further
products
Best Regards,
DermaNu Customer Care
***
*** ***

We state the terms clearly on our website and require that the customer agree to the terms of the offer by checking the check box prior to placing an order. Since we did not here from Ms*** until after the trial period, she was billed the full price of the productAs stated in her
dispute the customer contacted our customer service and was explained the terms of our offer and was issued a refund. However, as a one-time courtesy being that the customer did not completely understand the terms of the offer we have issued a full refund to the customer as requestedBest Regards, Dermanu Customer Support Team

We first must apologize, we not see any correspondence regarding
this complaint and understand that this may have prevented a quick resolution
Ms*** signed up for free trial
products at www.dermanuskin.com on 10/07/Customers have days from the original order date to see
if
DermaNu is right for themIf they are unhappy with the product at any time
during those days, they must call us at (888) 532-1755 to
cancelIf the customer cancels the full cost of the product $for our
Skin Therapy and $for our Eye Therapy will not be billedIf the customer
is satisfied with our product, and does not cancel, every thirty days
thereafter we will send a new 30-day supply of our quality product to their
doorWe state the terms clearly on our website and require that the customer
agree to the terms of the offer by checking the check box prior to placing the
order. Since we did not here from Ms
*** until after the trial period, we assumed she was enjoying the products
and wanted to continue in our membership program per the terms of the offerWe
have no record of Ms*** contacting our customer service department until
2/10/On this date, per her request, the membership was canceled and the
most recent charges were refunded as a courtesy. As an additional courtesy we have issued an
additional refund for the second shipment for both products. We ask that Ms*** keep the products as a
courtesy and continue to use them as she sees fitMs*** will receive no
future billing and no further productsPlease allow 3-business days for the
refunds to process
Best Regards,
DermaNu Customer Care
[email protected]
(888) 532-

I am rejecting this response because:
I never saw the agreement they keep referring to.I paid for shipping of a FREE product as a REWARD for taking a survey about Chase Bank, that it turns out isn't affiliated with Chase Bank in any way.Any legitimate company that ask someone to sign up for a recurring shipment and payment would send a customer a notification that explains the details.No such email or notification was ever receivedThey did not re-charge me after PayPal agreed that the evidence they sent was not realIncluding a notification saying someone could expect the product to arrive in November of - long before this company tried to get almost $for a product I didn't order.I sent the link to the Chase Survey before if anyone wants to follow it.And I didn't receive and email stating they had replied until nowThought this email address of mine has junked some responses from other big companies, hoping it didn't do that for this one.Wishing this company could never fool another person using the name of a legitimate company and claims of people signing an agreement they never see.*** ***

Initial Business Response /* (1000, 5, 2016/05/04) */
We state the terms clearly on our website and require that the customer agree to the terms of the offer by checking the check box prior to placing an order. Since we did not here from Mrs. [redacted] until after the trial period, she was billed the...

full price of the products. As stated in the dispute Mrs. [redacted] did contact our customer service department after the trial period and was canceled out of our membership program per her request. As a one-time courtesy being that the customer did not completely understand the terms of the offer we are issuing a full refund to the customer as requested.
Best Regards,
Dermanu Customer Support Team

Initial Business Response /* (1000, 5, 2016/06/22) */
We state the terms clearly on our website and require that the customer agree to the terms of the offer by checking the check box prior to placing an order. Since we did not here from Mr. Grover until after the trial period, he was billed the...

full price of the product. The customer spoke to our customer service department on 6/7. A full refund was issued.
Best Regards,
Dermanu Customer Support Team

Initial Business Response /* (1000, 5, 2015/06/17) */
Customer signed up for free trial products on www.dermanuskin.com & www.dermanueye.com. Products were not cancelled through our customer service department(888)532-1755 within the trial period, as stated in the terms and conditions. This...

resulted in end of trial charges for the products. However, in an effort to resolve the customers concerns we have issued a full refund as requested by the customer, for both products in the amount of $94.57 and $89.47.
Best Regards,
DermaNu Customer Care
(888)532-1755

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.What is unsatisfactory to me is how this complaint began with an unauthorized bill for a product never received.Any company that does not send a receipt or an explanation to a customer about what they supposedly signed up for (and I didn't) and alert them of the potential of ongoing charges is not a legitimate way of doing business. Having no proof of an agreement to share with the Revdex.com or the customer is really shady and unacceptable way of doing business in my opinion.Using a name similar to a legitimate company with a similar product to fool customers into thinking they were getting a different product or dealing with a good company is even more shady.Using Surveys that are not even connected to a company that it is purported to be related to is sleazy #3 and should not be allowed to be done by any business to trick people into getting hooked into an expensive purchase when offering a FREE product for taking the survey.[redacted]

Initial Business Response /* (1000, 5, 2015/07/26) */
Customer signed up for our 14 day trial on our website, www.dermanuskin.com We state the terms clearly on the website and mandate that the customer agree to the terms of the offer by checking the check box prior to placing an order. Since we...

did not here from the customer after the trial period, we assumed they were enjoying the product and wanted to continue in our membership program per the terms of the offer. We have many customers that thoroughly enjoy the timely, monthly delivery of our quality product to their door. In regards to the customers concerns our records do indicate that both products were shipped out. We also show record of the customers call to customer service. In dealing with our customer service the customer was issued a refund in the amount of $92.03 and cancelled out of our membership program.

Best Regards,
DermaNu Customer Care
[redacted]

Initial Business Response /* (1000, 9, 2016/02/17) */
Ms. [redacted] signed up for free trial products at www.dermanuskin.com on 1/06/16. Customers have 14 days from the original order date to see if DermaNu is right for them. If they are unhappy with the product at any time during those 14 days, they...

must call us at 1 (888) 532-1755 to cancel. If the customer cancels the full cost of the product $94.57 for our Skin Therapy and $89.47 for our Eye Therapy will not be billed. If the customer is satisfied with our product, and does not cancel, every thirty days thereafter we will send a new 30-day supply of our quality product to their door. We state the terms clearly on our website and require that the customer agree to the terms of the offer by checking the check box prior to placing an order. Since we did not here from Ms. [redacted] until after the trial period, she was billed the full price of the products. As a one-time courtesy in an effort to satisfy the customers request, we have issued Ms. [redacted] a full refund. We ask that Ms. [redacted] keeps the products as a courtesy and continues to use them as she sees fit. Ms. [redacted] will receive no future billing and no further products. Please allow 3-5 business days for the refunds to process.
Best Regards,
DermaNu Customer Care
[email protected]
Initial Consumer Rebuttal /* (2000, 11, 2016/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We first must apologize, we not see any correspondence regarding
this complaint and understand that this may have prevented a...

quick resolution.
Ms. [redacted] signed up for free trial
products at www.dermanuskin.com on 10/07/15. Customers have 14 days from the original order date to see
if DermaNu is right for them. If they are unhappy with the product at any time
during those 14 days, they must call us at 1 (888) 532-1755 to
cancel. If the customer cancels the full cost of the product $94.57 for our
Skin Therapy and $89.47 for our Eye Therapy will not be billed. If the customer
is satisfied with our product, and does not cancel, every thirty days
thereafter we will send a new 30-day supply of our quality product to their
door. We state the terms clearly on our website and require that the customer
agree to the terms of the offer by checking the check box prior to placing the
order.  Since we did not here from Ms.
[redacted] until after the trial period, we assumed she was enjoying the products
and wanted to continue in our membership program per the terms of the offer. We
have no record of Ms. [redacted] contacting our customer service department until
2/10/16. On this date, per her request, the membership was canceled and the
most recent charges were refunded as a courtesy.  As an additional courtesy we have issued an
additional refund for the second shipment for both products.  We ask that Ms. [redacted] keep the products as a
courtesy and continue to use them as she sees fit. Ms. [redacted] will receive no
future billing and no further products. Please allow 3-5 business days for the
refunds to process.
Best Regards,
DermaNu Customer Care
[email protected]
(888) 532-1755