Exposed Skin Care

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 meSincerely, [redacted] I will send this product by way of the Unites States Postal Service box on 01/06/2017...because I don't have the original box it came in and will take a picture of it before I send it...and inspecting a full refund within the time constraints posted on their website I will NEVER EVER order from them again and never want another email from them...Even if this product was gold or the best product, the people who work for this company, make this product the worst product ever sold...in my opinion...They need an overhaul and training on people skills

Hi [redacted] ,Thank you for contacting usWe cannot find any emails or voice messages from youBut here is the instructions to send the kit back for a refund.I am very sorry that the products did not meet your expectations I hope that you are able to find something that works for you since I know how frustrating acne can be Our product guarantee now extends for ONE FULL YEAR on your FIRST KIT That means that there is no rush in returning your kit You may continue to use your favorite individual products for up to one year and then return the remainder of your kit for a FULL REFUND minus any shipping costs If you wish to return the product to us, please follow the instructions below to return your product for a refund ***PLEASE NOTE: All orders other than your first must be returned, unopened, within days to receive a refund[redacted] Instructions: Please download the RMA form by using the following link: http://www.exposedskincare.com/cgi-bin/category.cgi?category=rmaform Follow the instructions on the form and your request will be processed within weeks of receipt Returned Merchandise credits will not be processed without a complete RMA Form included The refund will be placed on the credit card that it was charged on Please check your credit card information in your account to make sure that it is up to dateIf you have any other questions or concerns, please contact usThank you, Customer Care 866-404-Monday-Friday 7:00am-3:00pm (Pacific Time)www.exposedskincare.com

Complaint: [redacted] I am rejecting this response because: I feel they wouldn't have processed my refund in a timely manner without me bringing it to their attentionThey had my package in their hands for many business days before it was processedI still do not agree with the shipping not being refundedThat is okI know who not to purchase from again.Sincerely, [redacted] ***

Hi [redacted] - OK I think, as she states in her complaint, the amount calls a “reversal” is the refunded charge We did talk with the customer and asked her to send us more information so we could find it and I never heard back from herThese are the only transactions we have for her I know the reversal/refund can take a while to fully post, but if she does the math on that she should see those charges cancel out I am pretty sure she is complaining about the refund If she would like to have her bank or card company contact us or send us a redacted statement we could help explain it to her in more detail See below, the order for was fully refunded I hope that helps Jeff ***Please see attached photo***

I'm not sure how this response can be rejected by the customer The request to resolve the issue was a refund of $for the new charge We cannot refund the money because we did not take it We voided the pending charge on the same day the charge was processed, and did not accept the funds.As stated several times, the customer had the option to order with Membership or without Membership When ordering with Membership, as she did, it explains the Membership is included, it describes the Membership, it is explained in the order confirmation email that is sent immediately upon purchase, and we also send an email reminder of the upcoming charge days before a new order processes We do not WANT to ship our customers anything they do not want! Which is exactly why we were more than happy to cancel the new order when she contacted us Fortunately for her and us we were able to cancel it and void the charge, meaning neither party needed to deal with the hassle of a return Also, leading up to this, she could have canceled the order at ANY TIME.Moving forward we have just received an email from the customer regarding returning her first order for a refund, as she states the products did not work for her We sent her the simple instructions to return it to us, and we will happily issue her a full refund for the original Kit that she purchased as well.I'm not sure how any company can live up to her expectations We have done absolutely everything she has asked of us, and it still does not seem to be sufficient enough for her.Thank you,Customer Care [redacted] Monday-Friday8:00am-4:00pm (Pacific Time)www.exposedskincare.com

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] I found out that even though I told them this transaction was unauthorized on 12/13/to take....they decided to put the same amount in on 12/14/and took money without my consent from my bank account I have proof they took the money even though they were not supposed to take it

Hi ***,Thank you for contacting usWe cannot find any emails or voice messages from youBut here is the instructions to send the kit back for a refund.I am very sorry that the products did not meet your expectations. I hope that you are able to find something that works for you since I
know how frustrating acne can be. Our product guarantee now extends for ONE FULL YEAR on your FIRST KIT. That means that there is no rush in returning your kit. You may continue to use your favorite individual products for up to one year and then return the remainder of your kit for a FULL REFUND minus any shipping costs. If you wish to return the product to us, please follow the instructions below to return your product for a refund ***PLEASE NOTE: All orders other than your first must be returned, unopened, within days to receive a refund.*** Instructions: Please download the RMA form by using the following link: http://www.exposedskincare.com/cgi-bin/category.cgi?category=rmaform Follow the instructions on the form and your request will be processed within weeks of receipt. Returned Merchandise credits will not be processed without a complete RMA Form included. The refund will be placed on the credit card that it was charged on. Please check your credit card information in your account to make sure that it is up to date. If you have any other questions or concerns, please contact usThank you, Customer Care 866-404-Monday-Friday 7:00am-3:00pm (Pacific Time)www.exposedskincare.com

Hi ***, We have sent you the return instructions several times in email correspondence with you on Jan24th, and Jan26thAgain, here are the instructions on how to return your products for a full refund under our one-year money back guarantee: Instructions:Please download the RMA
form by using the following link from a PC or laptop (the form will not open from a mobile device): http://www.exposedskincare.com/cgi-bin/category.cgi?category=rmaform Follow the instructions on the form and your request will be processed within weeks of receipt. Returned Merchandise credits will not be processed without a complete RMA Form included. The refund will be placed on the credit card that it was charged on. Please check your credit card information in your account to make sure that it is up to date. If you have any other questions or concerns, please contact us. Thank you,Customer Care866-404-7656 Monday-Friday 7:00am-3:00pm www.exposedskincare.com

As stated by the customer in the complaint received, she ordered:
"Exposed Skin Care Basic Kit with Membership: billed montly + free shipping"
On Nov13th, the customer ordered our 60-day Kit, and chose the monthly billing, two payments of $She paid the first installment when she placed
her order, and then was billed days laterShe paid the second installment of $on Dec13th, and contacted us when she saw the chargeEven though the monthly billing was explained throughout the order process, in her original confirmation email, and an email reminder was sent regarding her upcoming payment, she was somehow not anticipating the second paymentWhen contacted by the customer questioning the charge we re-explained that she had ordered with monthly billing rather than being charged in full when originally placing the orderShe said she wanted nothing further from us so we gladly canceled the Membership at her request
After this was explained several times over email the customer called and spoke to a supervisorShe was not willing to listen, she just continued to yell and yellWe were simply trying to explain, yet again, that at that time she had paid in full and we had already canceled the Membership at her request

Compared to the industry standard, Exposed Skin Care has a very generous money back guarantee. We give our customers an entire year to return the original purchase back to us for a full product refund should it not meet their expectations. The order this customer is referring to was
placed on SEPTEMBER 26th, 2013. This is over TWO YEARS AGO at this point. We have had several interactions with the customer, and after exhausting conversations we finally made an exception that the product could be returned four months beyond the one year date. We have never received the returnSince then we have been harassed, including aggressive and foul-language emails, which we would be happy to provide. At this point we told the customer this issue was over. He failed to return the products within the time-frame of our lengthy return policy, and once given the authorization to send it back beyond the refund policy, we have yet to see it. At this time the only way we are willing to work with this customer to resolve an issue that should not even be an issue at this point is if the customer can provide tracking information regarding the delivery of the return they claim to have sent back

Tell us why here...As per our return policy, which was on the return form that was sent back with the kit, it can take up to weeks for a refund to be processed once we receive the kitIt is also clear that the refund will be in full for the products and will not include any shipping charges
Ms
*** contacted us inquiring about her refund and we informed her we could expedite the refund if she had a tracking numberOnce we were provided the tracking number we refunded her immediatelyWe were then contacted about the shipping charges and reminded her that all along the return process it was clear that she would not be refunded for the shippingHad there been an issue with the order or a mistake on our end we would have course made an exception
This is the same return policy for all of our customers and is cleary labeled on the website and on the return formI have attached the RMA email

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. Sincerely, [redacted]
 
I will send this product by way of the Unites States Postal Service box on 01/06/2017...because I don't have the original box it came in and will take a picture of it before I send it...and inspecting a full refund within the time constraints posted on their website.  I will NEVER EVER order from them again and never want another email from them...Even if this product was gold or the best product, the people who work for this company, make this product the worst product ever sold...in my opinion...They need an overhaul and training on people skills.

Complaint: [redacted]I am rejecting this response because:My complaint was that your website does not make it obvious to the consumer that they are signing up for a membership. It is not noticeable whatsoever on your website that you are signing up for a membership, and I believe that you do this on purpose. I went back again to look at your site again and saw just how hard you make it for consumers.You also do not send out an email 5 days before you put a pending charge on my credit card. Your company stated that you did so, but there wasn't anything in my spam folder or inbox.Multiple people who order your products have these complaints, and the way you are doing business is unethical. Your customer service dept was more than unprofessional to top it all off. Sincerely,[redacted]

As the customer stated themselves, she ordered Qty: 1 Item: Basic Kit with Membership: billed montly + free shipping Price: $29.95.   This payment option allows her to pay half upfront and the second payment a month later.  The other option would have been to pay in full up front.  We offer the 2 payment option as an less expensive method to assist customers who are on a more restrictive budget.  As with all of our customers we stand behind each customers first kit with a full 1 year guarantee.  So if she would like to send the kit back for a refund we are happy to issue a refund when the items are returned to us.  
(see one year guarantee http://www.exposedskincare.com/cgi-bin/category/acne-free-guara...⇄  
If so just fill out the RMA form and send the item back as per the instructions:  http://www.exposedskincare.com/mas_assets/RMA_FORM.pdf

Dear [redacted],Thank you for contacting us.  We see that you placed an order on Mar. 23rd for (1) Ultimate Kit with Membership. The Membership gives you a reoccurring order service every 60 days and also saves you $10 on every kit.  A notice is also sent out 5 days before the...

products are charged to your account.This was explained through the order process, at checkout, and in your original order confirmation email.  This is also why the reminder email is sent 5 days before we ever process a new order.  You also had the option to order without Membership, being an automatic one-time purchase. Had you ordered without Membership you would have paid more for your items.When you contacted us on the day the order was placed, we were happy to cancel the order, and void the pending charge.  The money was never accepted by us.  We were also happy to cancel the Membership that you set up.Thank you,Customer Care[redacted]Monday-Friday8:00am-4:00pm (Pacific Time)www.exposedskincare.com

I'm not sure how this response can be rejected by the customer.  The request to resolve the issue was a refund of $101.90 for the new charge.  We cannot refund the money because we did not take it.  We voided the pending charge on the same day the charge was processed, and did not accept the funds.As stated several times, the customer had the option to order with Membership or without Membership.  When ordering with Membership, as she did, it explains the Membership is included, it describes the Membership, it is explained in the order confirmation email that is sent immediately upon purchase, and we also send an email reminder of the upcoming charge 5 days before a new order processes.  We do not WANT to ship our customers anything they do not want!  Which is exactly why we were more than happy to cancel the new order when she contacted us.  Fortunately for her and us we were able to cancel it and void the charge, meaning neither party needed to deal with the hassle of a return.  Also, leading up to this, she could have canceled the order at ANY TIME.Moving forward we have just received an email from the customer regarding returning her first order for a refund, as she states the products did not work for her.  We sent her the simple instructions to return it to us, and we will happily issue her a full refund for the original Kit that she purchased as well.I'm not sure how any company can live up to her expectations.  We have done absolutely everything she has asked of us, and it still does not seem to be sufficient enough for her.Thank you,Customer Care[redacted]Monday-Friday8:00am-4:00pm (Pacific Time)www.exposedskincare.com

Hi [redacted] -  OK I think, as she states in her complaint, the amount calls a “reversal” is the refunded charge.  We did talk with the customer and asked her to send us more information so we could find it and I never heard back from her. These are the only transactions we have for her....

 I know the reversal/refund can take a while to fully post, but if she does the math on that she should see those charges cancel out.  
I am pretty sure she is complaining about the refund.  If she would like to have her bank or card company contact us or send us a redacted statement we could help explain it to her in more detail.   See below, the order for 59.90 was fully refunded.  
I hope that helps.  
Jeff
        [redacted]Please see attached photo[redacted]

Complaint: [redacted]I am rejecting this response because: I feel they wouldn't have processed my refund in a timely manner without me bringing it to their attention. They had my package in their hands for many business days before it was processed. I still do not agree with the shipping not being refunded. That is ok. I know who not to purchase from again.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
 
I found out that even though I told them this transaction was unauthorized on 12/13/2016 to take....they decided to put the same amount in on 12/14/2016 and took money without my consent from my bank account.  I have proof they took the money even though they were not supposed to take it.