January 9, Dear R***:Our TV offer is payments of $If you are one of the first callers we will drop one full paymentTherefore, your order, which you placed through the number on the TV infomercial, was only two payments of $plus $shipping and $sales tax because you live in CaliforniaThe shipping and tax is included in the first installment, and thirty days later the remaining $is debitedYour card was debited for exactly what we offer on TV, and we included a payment reminder on the packing slip with your first shipmentIt is very easy to contact us M-F from 9-PSTOur offices are also in CaliforniaIf we are busy on the phones all customer calls are returned in the order they are receivedUsually within a few hours, but no more than 1-business daysOur customer service number is located on the back of your compact and also by clicking on the customer service link on our websiteI will include it for you here as well if you have any further questions: ###-###-####.Thank you,Christina Cosmetics
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12602699, and find that this resolution is satisfactory to me in terms of cancellation However, I want to point out that I DID tell Stephanie that I did not want any monthly subscription and she said that I should at least try the product You failed to mention this in your response As long as you cancel what you claim I subscribed to monthly, I am satisfied Regards, R [redacted] ***
Dear R***:Firstly, I want to say that we greatly appreciate your business and apologize for any misunderstanding you may have had with the paymentsWe know there are many cosmetic choices available and are thrilled that you choose to try our makeup! With regard to rejecting our response, please allow me to clarify the overview of your original Revdex.com complaint: The complaint was regarding a misunderstanding about the second payment of $Our response outlined the TV offer is two payments of $plus shipping and California sales tax. So that I could better understand what took place on the call on December 12, I listened to the recorded call with our customer service representativeWe placed a call to you because the PO Box you use for shipping was flaggedYou returned our call twiceThe first call was after hours on December and the duration of the call was secondsYou called back again the next day on December and spoke directly with a CSR for minutesYou and the CSR updated your billing address associated with the credit card usedYou did mention to the CSR that you did not want a subscription and she suggested that you wait to try the makeup first to see if you like it, and then give us a callYou said, "Ok, that sounds good." She then confirmed again which address you wanted us to ship your order to and the call was endedI will cancel any future shipmentsAgain, we thank you for your business!Sincerely,Christina Cosmetics
Complaint:
I am rejecting this response because: I have tried the website which keeps asking for new order info and the number called is a never ending hold Just cancel because I did not want monthly makeup mailed and I told S*** from your customer service department when she called back in mid December.when she called me to obtain my physical address!
Regards,
R*** ***
Dear Revdex.com:
The customer’s recollection of the order type is incorrectThe
customer ordered online on June 16, and selected the $two-payment
option for the TV Trial offerAs advertised, the "piece kit" comes
with auto delivery includedThis is an extremely popular and customizable
service given to customers for freeIt is also written next to the price on
the online order pageThe customer agreed to the company Terms of Service at the
time of checkoutThe only online "one time only" option available at
that time was for $without auto delivery or to purchase products
separately at full priceThe customer did not select this payment optionShe selected the
TV offer with auto delivery which receives a $discountCustomers can customize or
cancel at any timeA reminder of the second payment and the auto delivery were
outlined in a brief paragraph included on the packing slip with her original
order and all subsequent shipmentsThe customer had a full sixty (60) days to
customize or cancel in-between each shipment and did not.
On August 14, the first auto delivery shipment was sent to the
customerShe kept the shipment and did not call customer service to customize
or cancelThe customer service toll free number is listed on every packing
slipTwo months later on October 14, a second auto delivery shipment was
sent to the customerThe customer refused the October shipment without calling
to receive a return authorization per the Terms of Service as agreed to at the
time of purchaseThe customer called her bank the same day she refused, before
we had an opportunity to receive and processes the returned shipmentShe filed
a chargeback for the August shipment and the October shipmentTo date
only the October 14, shipment has been received in our warehouse, and the company
accepted the customer’s chargeback in lieu of issuing a refund
The customer is in possession of the August 14, shipmentShe
issued two invalid chargebacks’ for this shipment and received full credit from
her credit card companyOur company does not issue credits or accept
chargebacks for merchandise confirmed delivered by the United States Postal
ServiceThe customer has an outstanding balance due and payable for the
shipment along with the chargeback feesHer account has been turned over to an
outside collection agency
Kind Regards,
Customer CareChristina Cosmetics
Complaint: 10652327I am rejecting this response because:How can you cancel when no one answers phone calls during open hours or return messages that are left on there answering machine when you are able to do so. Half the time you call you get a meassage stating the company is closed even when its in there hours of opearations.
Regards,R[redacted]
Dear Revdex.com:As stated in the original response; All customers have a full sixty days to customize or cancel future shipments. The "after hours greeting" plays to callers only after the close of each business day and clearly outlines the company hours of operation. Voicemail messages are taken during business hours; Monday through Friday from 9:00 AM - 4:00 PM Pacific Time, and all calls are returned the same day or the following business day. Customers that live in the Midwest or on the East coast often times do not pay attention to the "Pacific Standard Time" portion of the outgoing message. After running a call log report today from June 1, 2014 through June 12, 2015 there are zero calls, at any hour, from the phone number listed on the customers account. We show no record that the customer ever attempted to call our 800 number.The customer filed a chargeback and received reimbursement from her credit card company for merchandise that she kept. Therefore, no offer was made to the customer. The customers account has an open past due balance and has been placed in collections. Kind Regards,Customer Care
Complaint: 10652327I am rejecting this response because:Regards,R[redacted] ALL items were sent back to this company except the first shipment which I kept and was paid for.
January 9, 2018 Dear R[redacted]:Our TV offer is 3 payments of $19.95. If you are one of the first 500 callers we will drop one full payment. Therefore, your order, which you placed through the 800 number on the TV infomercial, was only two payments of $19.95 plus $7.95 shipping and $2.99 sales tax...
because you live in California. The shipping and tax is included in the first installment, and thirty days later the remaining $19.95 is debited. Your card was debited for exactly what we offer on TV, and we included a payment reminder on the packing slip with your first shipment. It is very easy to contact us M-F from 9-4 PST. Our offices are also in California. If we are busy on the phones all customer calls are returned in the order they are received. Usually within a few hours, but no more than 1-2 business days. Our customer service number is located on the back of your compact and also by clicking on the customer service link on our website. I will include it for you here as well if you have any further questions: ###-###-####.Thank you,Christina Cosmetics
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12602699, and find that this resolution is satisfactory to me in terms of cancellation.
However, I want to point out that I DID tell Stephanie that I did not want any monthly subscription and she said that I should at least try the product. You failed to mention this in your response. As long as you cancel what you claim I subscribed to monthly, I am satisfied.
Regards,
R[redacted]
Dear Revdex.com: Upon receiving your letter, we searched our customer database to look into the customer’s account to identify her concerns. After attempting to look up the customer by her first and last name, zip code, phone number, address and email, we were unable to find this account in our...
system. It appears this person has never purchases products with our Company. We would be happy to help with her request. However, if she did make a purchase with a different name or credit card we will need that information to find the account. The cardholder of the credit card used, if any, may call our customer service number at ###-###-#### Monday through Friday from 9:00 AM to 4:00 PM PST.
January 9, Dear R***:Our TV offer is payments of $If you are one of the first callers we will drop one full paymentTherefore, your order, which you placed through the number on the TV infomercial, was only two payments of $plus $shipping and $sales tax because you live in CaliforniaThe shipping and tax is included in the first installment, and thirty days later the remaining $is debitedYour card was debited for exactly what we offer on TV, and we included a payment reminder on the packing slip with your first shipmentIt is very easy to contact us M-F from 9-PSTOur offices are also in CaliforniaIf we are busy on the phones all customer calls are returned in the order they are receivedUsually within a few hours, but no more than 1-business daysOur customer service number is located on the back of your compact and also by clicking on the customer service link on our websiteI will include it for you here as well if you have any further questions: ###-###-####.Thank you,Christina Cosmetics
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12602699, and find that this resolution is satisfactory to me in terms of cancellation However, I want to point out that I DID tell Stephanie that I did not want any monthly subscription and she said that I should at least try the product You failed to mention this in your response As long as you cancel what you claim I subscribed to monthly, I am satisfied Regards, R [redacted] ***
Dear R***:Firstly, I want to say that we greatly appreciate your business and apologize for any misunderstanding you may have had with the paymentsWe know there are many cosmetic choices available and are thrilled that you choose to try our makeup! With regard to rejecting our response, please allow me to clarify the overview of your original Revdex.com complaint: The complaint was regarding a misunderstanding about the second payment of $Our response outlined the TV offer is two payments of $plus shipping and California sales tax. So that I could better understand what took place on the call on December 12, I listened to the recorded call with our customer service representativeWe placed a call to you because the PO Box you use for shipping was flaggedYou returned our call twiceThe first call was after hours on December and the duration of the call was secondsYou called back again the next day on December and spoke directly with a CSR for minutesYou and the CSR updated your billing address associated with the credit card usedYou did mention to the CSR that you did not want a subscription and she suggested that you wait to try the makeup first to see if you like it, and then give us a callYou said, "Ok, that sounds good." She then confirmed again which address you wanted us to ship your order to and the call was endedI will cancel any future shipmentsAgain, we thank you for your business!Sincerely,Christina Cosmetics
Complaint:
I am rejecting this response because: I have tried the website which keeps asking for new order info and the number called is a never ending hold Just cancel because I did not want monthly makeup mailed and I told S*** from your customer service department when she called back in mid December.when she called me to obtain my physical address!
Regards,
R*** ***
Dear Revdex.com:
The customer’s recollection of the order type is incorrectThe
customer ordered online on June 16, and selected the $two-payment
option for the TV Trial offerAs advertised, the "piece kit" comes
with auto delivery includedThis is an extremely popular and customizable
service given to customers for freeIt is also written next to the price on
the online order pageThe customer agreed to the company Terms of Service at the
time of checkoutThe only online "one time only" option available at
that time was for $without auto delivery or to purchase products
separately at full priceThe customer did not select this payment optionShe selected the
TV offer with auto delivery which receives a $discountCustomers can customize or
cancel at any timeA reminder of the second payment and the auto delivery were
outlined in a brief paragraph included on the packing slip with her original
order and all subsequent shipmentsThe customer had a full sixty (60) days to
customize or cancel in-between each shipment and did not.
On August 14, the first auto delivery shipment was sent to the
customerShe kept the shipment and did not call customer service to customize
or cancelThe customer service toll free number is listed on every packing
slipTwo months later on October 14, a second auto delivery shipment was
sent to the customerThe customer refused the October shipment without calling
to receive a return authorization per the Terms of Service as agreed to at the
time of purchaseThe customer called her bank the same day she refused, before
we had an opportunity to receive and processes the returned shipmentShe filed
a chargeback for the August shipment and the October shipmentTo date
only the October 14, shipment has been received in our warehouse, and the company
accepted the customer’s chargeback in lieu of issuing a refund
The customer is in possession of the August 14, shipmentShe
issued two invalid chargebacks’ for this shipment and received full credit from
her credit card companyOur company does not issue credits or accept
chargebacks for merchandise confirmed delivered by the United States Postal
ServiceThe customer has an outstanding balance due and payable for the
shipment along with the chargeback feesHer account has been turned over to an
outside collection agency
Kind Regards,
Customer CareChristina Cosmetics
Complaint: 10652327I am rejecting this response because:How can you cancel when no one answers phone calls during open hours or return messages that are left on there answering machine when you are able to do so. Half the time you call you get a meassage stating the company is closed even when its in there hours of opearations.
Regards,R[redacted]
Dear Revdex.com:As stated in the original response; All customers have a full sixty days to customize or cancel future shipments. The "after hours greeting" plays to callers only after the close of each business day and clearly outlines the company hours of operation. Voicemail messages are taken during business hours; Monday through Friday from 9:00 AM - 4:00 PM Pacific Time, and all calls are returned the same day or the following business day. Customers that live in the Midwest or on the East coast often times do not pay attention to the "Pacific Standard Time" portion of the outgoing message. After running a call log report today from June 1, 2014 through June 12, 2015 there are zero calls, at any hour, from the phone number listed on the customers account. We show no record that the customer ever attempted to call our 800 number.The customer filed a chargeback and received reimbursement from her credit card company for merchandise that she kept. Therefore, no offer was made to the customer. The customers account has an open past due balance and has been placed in collections. Kind Regards,Customer Care
Complaint: 10652327I am rejecting this response because:Regards,R[redacted] ALL items were sent back to this company except the first shipment which I kept and was paid for.
January 9, 2018 Dear R[redacted]:Our TV offer is 3 payments of $19.95. If you are one of the first 500 callers we will drop one full payment. Therefore, your order, which you placed through the 800 number on the TV infomercial, was only two payments of $19.95 plus $7.95 shipping and $2.99 sales tax...
because you live in California. The shipping and tax is included in the first installment, and thirty days later the remaining $19.95 is debited. Your card was debited for exactly what we offer on TV, and we included a payment reminder on the packing slip with your first shipment. It is very easy to contact us M-F from 9-4 PST. Our offices are also in California. If we are busy on the phones all customer calls are returned in the order they are received. Usually within a few hours, but no more than 1-2 business days. Our customer service number is located on the back of your compact and also by clicking on the customer service link on our website. I will include it for you here as well if you have any further questions: ###-###-####.Thank you,Christina Cosmetics
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12602699, and find that this resolution is satisfactory to me in terms of cancellation.
However, I want to point out that I DID tell Stephanie that I did not want any monthly subscription and she said that I should at least try the product. You failed to mention this in your response. As long as you cancel what you claim I subscribed to monthly, I am satisfied.
Regards,
R[redacted]
Dear Revdex.com: Upon receiving your letter, we searched our customer database to look into the customer’s account to identify her concerns. After attempting to look up the customer by her first and last name, zip code, phone number, address and email, we were unable to find this account in our...
system. It appears this person has never purchases products with our Company. We would be happy to help with her request. However, if she did make a purchase with a different name or credit card we will need that information to find the account. The cardholder of the credit card used, if any, may call our customer service number at ###-###-#### Monday through Friday from 9:00 AM to 4:00 PM PST.