Earth Pure Oil

We have reviewed the customer complaint and have issued the customer a full refund totaling $ I am confused about us not issuing an RMA as this is standard practice to issue the refunds This should clear up any issues with the customer Thank you

I have read through the customer service notes and am sorry for the confusion Ms [redacted] has encountered As a frame of reference, our merchant providers have requested that each specific product that is ordered by a client have a separate customer service number so I assume this is where the confusion came from When Ms [redacted] called the first number, all of her transactions were cancelled from the autoship program, and the RMA (return authorization number) was issued at that time to have the customer send back all products ordered I have generated a refund for the three transactions today and those credits should show up on her billing statement within the next few days Total refunded today was $as requested I kindly ask that if the customer has not returned the product that she do so to complete the transaction Thank you

We have reviewed the customer notes, and because of her being upset and not seeing the terms and conditions which are clearly posted right next to the submit button on the checkout page, we have issued full refunds for $and $ These refunds have been approved and should show up on customer credit card statement within 2-days Thank you

This customer opted into an essential Oils trial program through a facebook advertisement She elected to try two different products for a day trial period Terms and conditions listed on the page near the submit button on the order page explain that this is a day trial period and at the end of the trial, if the customer did not call to cancel, they would be billed for the product at that time Initial charges of $6.95xwere for the shipping of said products which were accepted during the check out process The initial billing of $and $were for the purchase of the trial products after the trial period had ended Also in the terms and conditions that are clearly displayed on the checkout page, if no cancellation during the trial period happened, the customer would automatically be signed up for the monthly autoship program for same products, which is what initiated the November billings One Dec 8th there were two credits issued for the amounts of $and $ I have initiated refunds for all other charges: $6.95x2, $19.95, $and $ If these credits are not received, please have the customer kindly let us know by responding to this complaint We have processed these through the merchant gateway today so they should settle tonight in the nightly batch, and depending on her bank should show up within days Additionally, these funds were not "illegally" taken from her account, during the checkout process, the terms of the offer were clearly displayed Thanks

I show in our system that all refunds have successfully processed See screen shots attached I am not sure why she did not receive an email for each of these refund transactions but they are all done separately, but the screenshots show that all have been refunded successfully If within business days she does not see these she may respond here again and we will take other measures to get her refund taken care of I have refunded through the merchant gateway so there should be no reason that she won't see all refunds hit her account in the next few days

Complaint: [redacted] I am rejecting this response because: They have not returned my full amount of money that was wrongfully taken from my checking account Sincere [redacted] ***

Based on the terms and conditions of the offer which are available to the customer at the time of purchase explaining the auto ship program they are signing up for, they clearly state that the customer must call in prior to the end of the trial period to cancel the auto ship portion of the program I will however refund the $via check Customer may expect that check within 7-days

We have looked into this transaction and we do see that a refund has tried to process on both charges on her account but they continue to be declined for a refund. This could be a bank issue or a card issue. We will resolve this issue by processing a paper check to issue this refund and... have it sent out in the next two days. Unfortunately we have no other way of taking care of this refund due to the bank declining to issue this refund to her card. Customer may expect this refund check within 7 days. Thank you for understanding.

Complaint: ***
I am rejecting this response because: I feel they should also refund the $overdraft fee as well because my account would have not accessed an overdraft fee if they had cancelled my subscription in a timely manner. I have never had any overdraft fees and this makes it look bad for me with my financial institution
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
They have a statement buried deep in the site that is very vague They do not disclose anything when you order Not a *** thing
Sincerely,
*** ***

Customer *** *** cashed the cashier's check we sent on 10/on 11/2, yesterday, for $which is the amount that was noted on her customer service notes as well as on my response on 10/9/Serial number: *** and confirmed by Wells Fargo customer services as being cashed by the customer

I apologize for the customer service rep not getting back to you We have processed your refunds of the three charges of $today (October 10th) I will double check tomorrow as this will process at the end of day credit card batch to verifty that the refunds were approved and
processed properly

I received an email from the business stating they were refunding me the following:"The confirmation number for this activity is: ***The amount of the credit issued to you today is: 59.95"The total requested and promised is as followsOct 5, for and and Nov 4, for and For a total of $259.80.
Complaint: ***
I am rejecting this response because: The refund for four transactions totaling $has not been doneI want to make sure the total is refunded not just partial
Sincerely,
*** ***

I do not find a *** *** in our database for ordering anything from us or one of our clients. I do however see a *** *** at the same address so I will assume that this is in reference to her order. I have gone ahead and issued a refund for the $today, November 6th.
Allow days for that to process with their bank

we have reviewed the notes and charges that were made to customer credit card. policy would be to refund any charges up to days and customer service has processed two months worth of refunds. In an effort to take care of this customer, I have refunded the August charge as
well. I do not have the ability to refund a charge that did not go through the credit card so refunding the $overdraft fees is not possible for me to do. By giving this customer all money back for her transactions should consider this case closed. We do apologize to the customer for the issue of her account not getting cancelled on her first call, we see in the notes a cancellation and so we are having our development team research to see why the account did not cancel in the system. We hope that the customer will accept the refunds as making her whole. Unfortunately, because of the merchant account rules, we are unable to pay for her overdraft fees through her card. If we can be of further assistance please let us know. Client services dept

After review of this customer's purchase, she did sign up for a two week risk free trial, and was initially billed for shipping only.  Customer had two weeks to try the product and if she was not satisfied with the products could call in to cancel her monthly subscription and would not be...

billed.  She did not call in to cancel during the trial period so she was billed for the product and was enrolled in the auto ship program as specified in the terms and conditions.  This customer did, however sign up twice for some reason but we show that during the check out process she returned to the checkout page and entered her payment information again which created a secondary client record.  Asking for a full refund for all products that she agreed to purchase as part of the offer, is definitely outside of company policy.  I will process a refund for $259.80 for two $59.95 charges and two $69.95 charges via check even though the fulfillment center has not received any of the product back from customer as of today.  Customer can expect to receive check refund within 7 days.

This customer opted into an essential Oils trial program through a facebook advertisement.  She elected to try two different products for a 14 day trial period.  Terms and conditions listed on the page near the submit button on the order page explain that this is a 14 day trial period and...

at the end of the trial, if the customer did not call to cancel, they would be billed for the product at that time.  Initial charges of $6.95x2 were for the shipping of said products which were accepted during the check out process.  The initial billing of $50.95 and $69.95 were for the purchase of the trial products after the trial period had ended.  Also in the terms and conditions that are clearly displayed on the checkout page, if no cancellation during the trial period happened, the customer would automatically be signed up for the monthly autoship program for same products, which is what initiated the November billings.  One Dec 8th there were two credits issued for the amounts of $59.95 and $69.95.  I have initiated refunds for all other charges: $6.95x2, $19.95, $59.95 and $69.95.  If these credits are not received, please have the customer kindly let us know by responding to this complaint.  We have processed these through the merchant gateway today so they should settle tonight in the nightly batch, and depending on her bank should show up within 5 days.  Additionally, these funds were not "illegally" taken from her account, during the checkout process, the terms of the offer were clearly displayed.  Thanks.

I show in our system that all 4 refunds have successfully processed.  See screen shots attached.  I am not sure why she did not receive an email for each of these refund transactions but they are all done separately, but the screenshots show that all 4 have been refunded successfully.  If within 5 business days she does not see these she may respond here again and we will take other measures to get her refund taken care of.  I have refunded through the merchant gateway so there should be no reason that she won't see all 4 refunds hit her account in the next few days.

We have reviewed the customer complaint and have issued the customer a full refund totaling $239.75.  I am confused about us not issuing an RMA as this is standard practice to issue the refunds.  This should clear up any issues with the customer.  Thank you.

Complaint: [redacted]
I am rejecting this response because:
They have not returned my full amount of money that was wrongfully taken from my checking account.
Sincere
[redacted]