Hydra Skin Sciences

Complaint: [redacted]
I am rejecting this response because:I had just opened a new card with a significant bank and I have never experienced a fraudulent case such as the one I just experienced using my new PayPal card with Synchrony Bank.  I agreed to a free trial of skin cream and the Hydra Skin Sciences company has been charging my account ever since.  I have disputed these charges with my bank and I am including another testimonial from another victim of these fraudulent charges.Thank you, [redacted]On 2/22/16, while on Facebook, a story about "miracle" skin cream combination was listed. I read the story and clicked on an offer. Get said free trial and pay only shipping and handling of $4.95 per item. No other details were stated and read as if it was a sample I was ordering. The two different products were Brio cream and Allegro serum and had two different order pop-ups online. Did not take me to their actual website where I found out after the fact, the fine print. I received the items separately. And also both charged my card .15 for "international fee" which I was not aware of.After I ordered, I read a complaint online that they actually enroll you in a reaccuring monthly charge and send more products costing $99 & $103 each month. So I did not even open the packages, and waited to see what I should do. On 3-7-16, I noticed my card charged $99 and $103. Contacted my bank and both companies to complain. The customer service rep with the skin cream was hard to understand and seemed to be from India and in a room with lots of people talking (call center likely). I asked him where he was located and he replied Georgia. Bad connection on phone. Told him the story and demanded a full refund. He kept repeating it was after the 14 day trial period. I told him again, I had known nothing about the details of the offer when I ordered. If I had known, I never would have ordered period. Product I had was never opened and he kept saying would be a $20 restocking fee. Had him email my cancellation in this "scam" and address to send back products. Both products go to the same address in Utah. [redacted] (should be [redacted]), [redacted].No company name was listed. But I saw Crystal Labs listed in a website.Their websites are:www.dermaserumxtra.comwww.dailyenvisage.comPhone # I called: ###-###-####My bank card rep said they are seeing a lot of these type scams and deceptive advertising practices.These people need to be put out of business!
Sincerely,
[redacted]

Complaint ID: [redacted] Dear Concerns, We look forward to working with you to reach a timely and informal resolution of this matter and hope to minimize any inconvenience. We stand by the quality of our products and take pride in them and in our proprietary formulas.    We offer a 14 days...

trial period of a full 30 days’ supply of the products Allegro anti-aging cream and Brio day and night serum.  Upon placing the order customers are required to accept the terms which states, “I agree that I am 18 years of age and agree to the Terms & Conditions and the Privacy policy”. Once you check the box and click on “Submit” button the order goes through and shipping and charges are applied. After the trial period is expired, the customer is charged for the full price of the monthly supply bottle received during his/her trial period. Thereafter, automatic shipments are sent out and charged to the customer every month, eliminating the need to remember to reorder their favorite product. A customer is not obligated to continue automatic shipments and can request cancellation at any time However, we would like you to review our liberal refund and cancellation policy mentioned in the terms and conditions: The Refund policy outlined in the terms: “It is Company's policy that all sales are final once the Product is delivered to the carrier. However, Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. Due to the nature of the Product, Company can only process refund for unused Product returned in an acceptable condition suitable for resale. If you are not happy with your purchase, please call Customer Service, and a Customer Service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in Company's sole discretion You acknowledge that failure to follow the Refund Procedure, including your obtaining and authorized RMA, may result in Company's inability to authorize or process a refund. Adherence to the terms of the Refund Policy and Procedure is strictly required and your sole responsibility. To properly ensure the processing of an authorized refund, and as a requirement of our Refund Policy and Procedure, you must call Customer Service to obtain a Return Merchandise Authorization ("RMA") Number and to process your refund request. Packages marked "Return to Sender" or "Refused", as examples, WILL NOT be eligible for refunds. All refund requests require 3 to 5 business days for approval and a signed release and waiver by you.” The Cancellation policy outlined in the terms states as: “If you cancel your Subscription before the end of the 14-day trial use period you will receive an RMA number by email to return the product within 14 days from the issue date of RMA. If Company receives the product within the 14 day return period, Company WILL NOT charge you for the Product (though the Company will not refund amounts paid for Shipping and Handling), Company WILL NOT enroll you in an evergreen subscription, and Company WILL NOT deliver any additional Product to you. Our products are normally delivered within 3 to 5 business days from the order date.”  Case Summary: [redacted] had placed an order for the products Allegro and Brio on January 15th, 2017 using the email address [redacted].   According to the terms of the program, [redacted] was required to contact our company for cancellation with the specified time of 14 days.  [redacted] contacted our company for cancellation on January 30th, 2017. One of our customer support representatives explained the program and cancelled the account for the product Allegro Anti aging and provided RMA number to return the product Brio for cancellation.  In regards to the refund request, the officer provided RMA number to return the product for refund subjected to $20.00 restocking fee. However, since Miss [redacted] was not willing to pay the 20 restocking fee, therefore, waived $10.00 from the restocking fee. We are happy to inform you that we have cancelled your subscription for the product Brio, hence there will be no further shipments send to [redacted]. We have processed a refund in the amounts of $93.00 (Transaction ID: 20391388186).  This amount exceeds the refund amount outlined in our Terms and Conditions, but we are happy to offer it to you in order to settle and resolve all claims and concerns that you may have.    Regards, Customer Support Manager

The following message was received from the business regarding this complaint:  [redacted]Thank you for bringing your concerns to our attention.  We look forward to working with you to reach a timely and informal resolution of this matter and hope to minimize any...

inconvenience.  We stand by the quality of our products and take pride in them and in our proprietary formulas. The Terms and Conditions of our website explain the trial offer and associated customer obligations.  Prior to purchasing anything from our website, you necessarily certified that you had read, understood, and agreed to the Terms and Conditions.  We relied upon your certification.  Specifically, you acknowledged you would receive a 30 day supply of Brio Day and Night Serum and agreed to test it at your convenience for 14 days.  If it was not right for you, you agreed to cancel the product subscription within 14 days.  We did not hear from you and, as provided in the Terms and Conditions, you qualified to be and were enrolled in our subscription program.  The subscription ensured that you would receive an ongoing 30 day supply of Allegro Anti-aging to facilitate your continued access to and use of Brio Day and Night Serum, We invite you to again review and refresh your recollection of the Terms and Conditions on our website, including specifically our liberal refund policy. The Refund Policy outlined in the Terms and Conditions states, in part:No refund will be given for any unused Product returned more than fourteen (14) days after the Company’s shipment thereof to you or returned in an unacceptable condition (i.e., unsuitable for resale), unless it was damaged by the Company prior to or during shipment to you.  You have a duty to inspect all Product deliveries upon receipt and timely return any non conforming Products to the Company as set forth above.  All unused Products that are timely returned in an acceptable condition may be eligible for a refund, subject to a restocking fee of twenty dollars ($20) or twenty percent (20%) of the purchase price, whichever is greater (“Restocking Fee”).  If the Product was damaged by the Company prior to or during shipment, a Restocking Fee may not apply.  The refund amount will be equal to the purchase price for the accepted, returned Product minus the Restocking Fee [redacted] contacted us on 27th July 2016, and stated that she wasn’t aware of the program, so one of our customer support representative provided a detailed and elaborated explanation on the terms and conditions she had accepted, explanation was in-regards to our program mechanics as well as the refund policy.Since the Representative felt [redacted] wasn’t satisfied, he offered her a chance to return the products for a refund, subjected to restocking fee as per our policy. A RMA# was provided over the phone as well as via email, but till this date we haven’t received any returned shipment from her side. On 12th Aug 2016, we received a chargeback letter from [redacted]’s credit card company, stating there were no terms and conditions mentioned on the website upon placing the order. the letter was forwarded to our legal department. Regards,Leon T[redacted]

[redacted]Thank you for bringing your concerns to our attention.  We look forward to working with you to reach a timely and informal resolution of this matter and hope to minimize any inconvenience.  We stand by the quality of our products and take pride in them and in our...

proprietary formulas. The Terms and Conditions of our website explain the trial offer and associated customer obligations.  Prior to purchasing anything from our website, you necessarily certified that you had read, understood, and agreed to the Terms and Conditions.  We relied upon your certification.  Specifically, you acknowledged you would receive a 30 day supply of Brio Day and Night Serum & Allegro Anti-aging and agreed to test it at your convenience for 14 days.  If it was not right for you, you agreed to cancel the product subscription within 14 days.  We did not hear from you and, as provided in the Terms and Conditions, you qualified to be and were enrolled in our subscription program.  The subscription ensured that you would receive an ongoing 30 day supply of Brio Day and Night Serum & Allegro Anti-aging to facilitate your continued access to and use of Brio Day and Night Serum & Allegro Anti-aging, We invite you to again review and refresh your recollection of the Terms and Conditions on our website, including specifically our liberal refund policy. The Refund Policy outlined in the Terms and Conditions states, in part:REFUND POLICY AND PROCEDURE.It is Company's policy that all sales are final once the Product is delivered to the carrier. However, Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. Due to the nature of the Product, Company can only process refund for unused Product returned in an acceptable condition suitable for resale. If you are not happy with your purchase, please call Customer Service at 1-877-521-2833, and a Customer Service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in Company's sole discretionYou acknowledge that failure to follow the Refund Procedure, including your obtaining and authorized RMA, may result in Company's inability to authorize or process a refund. Adherence to the terms of the Refund Policy and Procedure is strictly required and your sole responsibility.To properly ensure the processing of an authorized refund, and as a requirement of our Refund Policy and Procedure, you must call Customer Service to obtain a Return Merchandise Authorization ("RMA") Number and to process your refund request. Packages marked "Return to Sender" or "Refused", as examples, WILL NOT be eligible for refunds. All refund requests require 3 to 5 business days for approval and a signed release and waiver by you. Case Summary We apologize for the inconvenience you may have faced, as the representative misguided you, upon your cancellation, we appreciate you bringing this matter to our knowledge. So, we can rectify and prevent this from repeating in the near future. Regards,Leon

Complaint ID: [redacted] Dear Sir/Madam, We look forward to working with you to reach a timely and informal resolution of this matter and hope to minimize any inconvenience. We stand by the quality of our products and take pride in them and in our proprietary formulas.   We offer a 14 days...

trial period of a full 30 days’ supply of the products Allegro anti-aging cream and Brio day and night serum.  Upon placing the order customers are required to accept the terms which states, “I agree that I am 18 years of age and agree to the Terms & Conditions and the Privacy policy”. Once you check the box and click on “Submit” button the order goes through and shipping and charges are applied. After the trial period is expired, the customer is charged for the full price of the monthly supply bottle received during his/her trial period. Thereafter, automatic shipments are sent out and charged to the customer every month, eliminating the need to remember to reorder their favorite product. A customer is not obligated to continue automatic shipments and can request cancellation at any time However, we would like you to review our liberal refund and cancellation policy mentioned in the terms and conditions: The Refund policy outlined in the terms: “It is Company's policy that all sales are final once the Product is delivered to the carrier. However, Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. Due to the nature of the Product, Company can only process refund for unused Product returned in an acceptable condition suitable for resale. If you are not happy with your purchase, please call Customer Service, and a Customer Service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in Company's sole discretion You acknowledge that failure to follow the Refund Procedure, including your obtaining and authorized RMA, may result in Company's inability to authorize or process a refund. Adherence to the terms of the Refund Policy and Procedure is strictly required and your sole responsibility. To properly ensure the processing of an authorized refund, and as a requirement of our Refund Policy and Procedure, you must call Customer Service to obtain a Return Merchandise Authorization ("RMA") Number and to process your refund request. Packages marked "Return to Sender" or "Refused", as examples, WILL NOT be eligible for refunds. All refund requests require 3 to 5 business days for approval and a signed release and waiver by you.” The Cancellation policy outlined in the terms states as: “If you cancel your Subscription before the end of the 14-day trial use period you will receive an RMA number by email to return the product within 14 days from the issue date of RMA. If Company receives the product within the 14 day return period, Company WILL NOT charge you for the Product (though the Company will not refund amounts paid for Shipping and Handling), Company WILL NOT enroll you in an evergreen subscription, and Company WILL NOT deliver any additional Product to you. Our products are normally delivered within 3 to 5 business days from the order date.”  Case Summary: [redacted] had placed an order for the products Allegro anti-aging cream and Brio day and night serum on 12th Feb 2017. As per the terms of the program which Mr. [redacted] agreed upon placing the order, he was required to contact our company within the specified time of 14 days for cancellation. Mr. [redacted] contacted our company on 28th Feb 2017, inquiring about the charges on his account. One of our customer support representatives explained the program and canceled the subscription for the products Allegro anti-aging cream and Brio day and night serum.  Mr. [redacted] claimed that he never received the products. We would like to inform you that, according to the USPS tracking details, the products were delivered to the customer’s mailing address. For the reference, the tracking numbers are [redacted] and [redacted]. In regards, to the refund request Mr.[redacted] denied the refund offer of 40%, 50% and 70%. On 28th Feb 2017, Mr. [redacted] again contacted our company, our customer support officer asked him to contact the local post office and ask them about the delivery and contact our company again to get an RMA number which he agreed. Regards Customer Support Manager

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]  My credit card company said NOT to return the merchandise until I heard from them.  The last communication from them said that the merchant had not responded.  I will return the used product and pay the $10 x 2 = $20 "restocking" fee for a used item which they cannot restock.  What a ripoff.  The internet is full of complaints about them.  $103 for 1 oz. of face cream is ridiculous.

[redacted]Thank you for bringing your concerns to our attention.  We look forward to working with you to reach a timely and informal resolution of this matter and hope to minimize any inconvenience.  We stand by the quality of our products and take pride in them and in our...

proprietary formulas. The Terms and Conditions of our website explain the trial offer and associated customer obligations.  Prior to purchasing anything from our website, you necessarily certified that you had read, understood, and agreed to the Terms and Conditions.  We relied upon your certification.  Specifically, you acknowledged you would receive a 30 day supply of Allegro Anti-aging and agreed to test it at your convenience for 14 days.  If it was not right for you, you agreed to cancel the product subscription within 14 days.  We did not hear from you and, as provided in the Terms and Conditions, you qualified to be and were enrolled in our subscription program.  The subscription ensured that you would receive an ongoing 30 day supply of Allegro Anti-aging to facilitate your continued access to and use of Allegro Anti-aging, We invite you to again review and refresh your recollection of the Terms and Conditions on our website, including specifically our liberal refund policy. The Refund Policy outlined in the Terms and Conditions states, in part:REFUND POLICY AND PROCEDURE.It is Company's policy that all sales are final once the Product is delivered to the carrier. However, Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. Due to the nature of the Product, Company can only process refund for unused Product returned in an acceptable condition suitable for resale. If you are not happy with your purchase, please call Customer Service at 1-877-521-2833, and a Customer Service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in Company's sole discretion You acknowledge that failure to follow the Refund Procedure, including your obtaining and authorized RMA, may result in Company's inability to authorize or process a refund. Adherence to the terms of the Refund Policy and Procedure is strictly required and your sole responsibility.To properly ensure the processing of an authorized refund, and as a requirement of our Refund Policy and Procedure, you must call Customer Service to obtain a Return Merchandise Authorization ("RMA") Number and to process your refund request. Packages marked "Return to Sender" or "Refused", as examples, WILL NOT be eligible for refunds. All refund requests require 3 to 5 business days for approval and a signed release and waiver by you.Case Summary[redacted] initially called us on 28th Nov 2016, wanted to cancel out from the program, stated he wasn’t aware of these charges, and was under the impression that the products he received were trial samples, one of our customer support representative provided a detailed and elaborated explanation on the terms and conditions he had accepted.[redacted] stated that he was looking forward for a refund, so the representative explained the refund policies and inform [redacted] what he was entitled for. The representative submitted a full refund on the last shipment and informed [redacted] that he could keep the product as well. Regards,Leon T[redacted]

Dear Sir/Madam,Thank you for contacting email customer support.We regret to inform you that we are unable to locate your account prior to the information provided. Therefore, kindly provide us with the same information that was used at the time of placing the order and reply back to this email with...

the information mentioned below so that we may be better able to assist you:1. Customer ID:2. Name:3. Address:4. Phone number:5. Email Address: Regards,Customer Support Manager

[redacted]Thank you for bringing your concerns to our attention.  We look forward to working with you to reach a timely and informal resolution of this matter and hope to minimize any inconvenience.  We stand by the quality of our products and take pride in them and in our...

proprietary formulas. The Terms and Conditions of our website explain the trial offer and associated customer obligations.  Prior to purchasing anything from our website, you necessarily certified that you had read, understood, and agreed to the Terms and Conditions.  We relied upon your certification.  Specifically, you acknowledged you would receive a 30 day supply of Allegro Anti-aging and agreed to test it at your convenience for 14 days.  If it was not right for you, you agreed to cancel the product subscription within 14 days.  We did not hear from you and, as provided in the Terms and Conditions, you qualified to be and were enrolled in our subscription program.  The subscription ensured that you would receive an ongoing 30 day supply of Allegro Anti-aging to facilitate your continued access to and use of Allegro Anti-aging, We invite you to again review and refresh your recollection of the Terms and Conditions on our website, including specifically our liberal refund policy. The Refund Policy outlined in the Terms and Conditions states, in part:REFUND POLICY AND PROCEDURE.It is Company's policy that all sales are final once the Product is delivered to the carrier. However, Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. Due to the nature of the Product, Company can only process refund for unused Product returned in an acceptable condition suitable for resale. If you are not happy with your purchase, please call Customer Service at 1-877-521-2833, and a Customer Service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in Company's sole discretion You acknowledge that failure to follow the Refund Procedure, including your obtaining and authorized RMA, may result in Company's inability to authorize or process a refund. Adherence to the terms of the Refund Policy and Procedure is strictly required and your sole responsibility.To properly ensure the processing of an authorized refund, and as a requirement of our Refund Policy and Procedure, you must call Customer Service to obtain a Return Merchandise Authorization ("RMA") Number and to process your refund request. Packages marked "Return to Sender" or "Refused", as examples, WILL NOT be eligible for refunds. All refund requests require 3 to 5 business days for approval and a signed release and waiver by you.Case Summary[redacted] initially called us on 31st Oct 2016, wanted to cancel out from the program, stated she wasn’t aware of these charges, and was under the impression that the products she received were trial samples, one of our customer support representative provided a detailed and elaborated explanation on the terms and conditions he had accepted. The representative informed her that she has been on the auto shipment program and has received the 3rd lot of shipment, and by canceling her account out todays date she will not receive any further charges or products. [redacted] then informed the representative that she wanted a refund on all the charges, the representative explained the refund policies and what was she entitle for.To avoid any further confusions the representative processed a full refund on the last shipment and informed her that she could keep the product as a gift from our side. Regards,Leon T[redacted]