Hydra Skin Sciences

[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[redacted] initially called us on 10th Feb 2017, 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 she had accepted.[redacted] demanded for a refund, our representative offered a 40% discount for the products in her possession. [redacted] wasn’t satisfied with the offer, so the representative provided her with a RMA number to return the products for a refund, minus the restocking fee.[redacted] still wasn’t satisfied, being charged $20 restocking fee. So our representative waived off $10 from the restocking fee, upon her acceptance, he generated the RMA numbers for her to return the products. Customer Support Manager

Complaint ID: [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

This message was received from the business regarding the 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 When [redacted] contacted us on 30th Jul 2016, after receiving the second cycle shipments, 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 [redacted] wasn’t satisfied the representative offered a full refund on the most recent shipment along with the shipping and handling fee, which was in her possession for less than 30 days, and she could keep the products as a complimentary gift from our side. [redacted] still wasn’t satisfied, stated that she would take this further and disconnected the line. Regards,Leon T[redacted]

Complaint ID: [redacted] (4th Response)Dear [redacted],We sincerely apologize for the inconvenience that you may have faced. According to our record, you had placed an order for the products Allegro anti-aging cream and Brio day and night serum on March 19th, 2017 using the email address [redacted].  Upon placing the order, you agreed to pay the actual price of each products once your trial period will end. However, in order to avoid the charges, you were required to contact our company within the specified time of 14 days. Since we did not receive any communication from your end via email or call with your 14 days trial period, therefore; you incurred the remaining balance for the charge of the product Brio day and night serum that you received during your trial period.Besides, making a onetime exception for you, we have processed your full refund in the amounts of $109.00.  We have offered it to [redacted] to settle and resolve all claims and concerns that she may have.    Regards,Customer Support Manager

Complaint: [redacted]
I am rejecting this response because:  1. No invoices were included so at no time was the status clear ....only charges to credit card. *(found a month later)  2. No timely response from support teem to our e-mail.. yes, she did try to contact them.  3....

Having too many reasons I do not want to have further contact with that company.  4. The indication that it was a free trial and you only had 1 free bottle left was not a clear indication of leading up to any club or subscription to powders being offered to the public level.  5. The claims made were possibly made in such a way that it was a 'small print' issue somewhere and not where it could be easily seen and understood when checked .. It was more of a trusting your issue policies.  6.  I never had in writing the word or Terms & Conditions etc, due, I did not even receive any paper or invoice (e-mail) about the product and I just wanted to try this product. I would not even try at that price however.        But most important I never want to get in touch with this company again because I was never informed how much the price of the product normally was and I don't feel I can trust this company in the future.
Sincerely,
[redacted]

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. 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 product Allegro on February 23rd, 2017. [redacted] contacted our company on March 10th, 2017. One of our customer support representatives explained the program and cancelled the subscription for the product. In regards to her refund request, RMA number was given to her to return the product for refund. As per our record, the refund was processed, however, we have rectified the issue and would like to confirm the refund amount was not transferred due to some technical error. Therefore, we have issued a cheque#[redacted] in the amounts of $83.00 on August 02nd, 2017 to her mailing address. It will take approximately 10 business days for the cheque to be delivered at her address. We sincerely apologize for the inconvenience that you may have faced. Regards, Customer Support Manager

[redacted] we sincerely apologize for any inconvenience you may have faced, [redacted] you had initially signed up with our program on 29th Aug 2016, and contacted us after receiving the third lot of shipments/ charges, upon your cancellation, we ensure you that there were no further charges made to your account, last charge made towards your account was on 2nd Nov 2016, but as per your request a refund was processed after speaking to you on 8th Nov 2016.Allegro Anti-agingApproved On = Nov 9th, 2016Approved Amount = 109.93TransID = 8743406290  Brio Day and Night SerumApproved On = Nov 9th, 2016Approved Amount = 115.94TransID = [redacted]However on 2nd Dec 2016, we received chargeback letters from your credit card company, stating there were no terms and conditions mentioned on our website upon placing the order. Whereas, every customer is obligated to accept our terms and conditions in order to successfully submit your order. Customer Support Manager

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] placed an order for the products Allegro and Brio on March 12th, 2017. Upon placing the order, she agreed to try the products at the cost of shipping and handling and that she will be charged for the actual price of the product after the trial period.  [redacted] contacted our company on March 27th, 2017 inquiring about the charge on her account. One of our customer support representatives explained the program and cancelled the account for the product Allegro and provided RMA number to return Brio for cancellation. In regards to the refund request, since [redacted] rejected all the offers of refund and wanted to talk to the supervisor, therefor, a call was committed by our representative. According to our record, the supervisor called [redacted] back but no one answered the phone.  On April 06th, 2017 we received the product Brio day and night serum back at our warehouse and her account for the product Brio was also cancelled out. We would like to inform you that we have processed a refund in the amounts of $103.00 for [redacted]. We have offered it to [redacted] to settle and resolve all claims and concerns that she may have.    We are sorry again and appreciate your patience in this matter. Regards, Customer Support Manager

Complaint: [redacted]
I am rejecting this response because:I did cancel on May 26, 2017.  I have a copy of order stating "Please cancel all orders to this address immediately".  I feel they should refund the $10.91 charged and in addition, the $5 it is costing me to refund their product.  They can not refund what they owe on the credit card I used because I had to cancel it which is what the credit company advised.  They need to send to mail a check made out to my name and address for $230.91.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Thank you for a detailed message in response. I understand that somewhere in the fine print I had agreed to these terms. After reading hundreds of similar complaints on the Internet in regards to how you are selling these products, I feel that perhaps you should be more clear that people are signing up for two different subscriptions instead of one simple $4.95 trial. When I called the first time and was almost in tears because I had no money for this and had no idea it was a subscription, how come your representative didn't feel he needed to warn me that I actually had two subscriptions and that I would be getting charged again for another one?? Surely if I had been upset by the first charge, I would be upset by the second and third time??? I did receive partial refunds but I am not receiving the last refund for $109. That is a lot of money to some people & considering I want to send it back-completely unused in its original package-I think that's something that should be granted. I also feel that you guys need to be more clear in how you are selling this. It's incredibly unclear. 
Sincerely,
[redacted]

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. 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] placed an order for the product Allegro on April 09th, 2017. Upon placing the order she agreed to try the product at the cost of shipping and handling and agreed to pay the actual price of the product after the end of 14 days trial period. [redacted] was required to contact our company within the specific time of 14 days for cancellation to avoid the charges. [redacted] contacted our company on May 24th, 2017 and demanded cancellation of the subscription. One of our customer support representatives explained the program and cancelled the subscription for the product Allegro. In regards to her refund request, she was issued an RMA number to return the product for a maximum refund. However, we are happy to inform you that we have processed your full refund in the amounts of $103 .00. We have offered it to [redacted] to settle and resolve all claims and concerns that she may have.    Regards, Customer Support Manager

Complaint: [redacted]
I am rejecting this response because: Thank you for not reading my complaint thoroughly. As previously stated I received the refund of $99 for the Roy Skin Sparkserum. It is the refund of $93 for the Perfect Skin that has not been refunded. I wish your company would stop using stall tactics and just refund the money back to the card that you deducted it from. Your so called transaction IDs mean nothing to my banking institution so stop asking me to contact my bank. If I had received the refund at anytime you would not be getting this complaint filed against you.
Sincerely,
[redacted]

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] placed an order for the products Allegro and Brio on January 14th, 2017.  Per the policy of the program, she was required to contact our company within the specified time of 14 days for cancellation.  Miss [redacted] contacted our company on April 04th, 2017 inquiring about the charges on her account. Ou customer support representative explained the program and canceled the subscription for the products Allegro and Brio. In regards to the refund request, the representative processed a full refund on the most recent charges in the amounts of $115.94 (Transaction ID: [redacted]) and $109.94. (Transaction ID: [redacted]). Miss [redacted] demanded the refund of all the previous charges, however, since we have a 30 days refund policy, we were unable to provide any further refund. We sincerely apologize for any inconvenience that [redacted] may have faced. Regards, Customer Support Manager

Complaint ID: [redacted] (3rd Response) Dear [redacted],  We sincerely apologize for the inconvenience you have faced. We have checked our details and confirmed that refund was approved on April 28th, 2017. You may contact your bank with reference to the following numbers: $89.00: [redacted] $10.00: [redacted] We appr4eciate your patience in this matter. Regards, Customer Support Manager

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:                            Miss. [redacted] placed an order for the products Allegro anti-aging cream and Brio day and night serum on 11th Feb 2017. Upon placing the order she agreed to try the products for 14 days at the cost of shipping and handling. Per the terms of the policy that Miss. [redacted] agreed upon placing the order for the products, to avoid the charges she was required to contact our company within the specified time of 14 days. According to our record, Miss [redacted] contacted our company on 02nd Mar 2017 inquiring about the charges on her account. One of our customer support representatives provided the detailed explanation of the program and canceled the subscription for the products Allegro anti-aging cream and Brio day and night serum. In regards to the refund request, Miss [redacted] agreed to get 40% refund for each product and keep the products. Therefore, we credited Miss [redacted]'s account with the amounts of $43.60 (Transaction ID: [redacted]) and $ 41.20 (Transaction ID: [redacted]). Regards, Customer Support Manager

Complaint ID: [redacted] (2nd Response)Dear [redacted],At this time we have been able to review your account and noticed that the order that you have placed for the products Neuro-lit and Neuro-jolt on February 22nd, 2017 using the email address [redacted].  Upon placing the order you accepted 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.The program that was agreed upon when you placed the order was per the Terms and Conditions that this is a 14 day trial period in which the customer has the privilege of using a product for the cost of shipping and handling at this time. Then, after the trial period has expired, the customer is charged for the full price of the monthly supply bottle received during your 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.   Please note that, as per our refund policy, maximum is the 80% refund offer which is processed upon returning the products to us. However, making an exception for you, we have provided you 70% refund for each product price and you are also not required to return the products. We have offered it to [redacted] to settle and resolve all claims and concerns that he may have.    We are sorry again and appreciate your patience in this matter. Regards, Customer Support Manager

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] placed an order for the products Allegro and Brio on March 19th, 2017. [redacted] contacted our company on April 03rd, 2017 and demanded a refund of the charge that she incurred for Brio. One of our customer support representatives explained the program and cancelled the subscription for Brio. Miss [redacted] accepted to get a 40% refund and keep the product. Therefore a refund was processed in the amount of $43.60 (Transaction ID: [redacted]). We would like to inform you that we have cancelled the subscription for the product Allegro, there will be no more future shipments. In order to provide a good customer service, we have processed a further refund in the amounts of $32.70. We request Miss [redacted] to give the products a try and have the best results.  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 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[redacted] initially contacted us on 4th Feb 2017, 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 she had accepted. [redacted] requested for a refund, our representative offered a 40% discount for the products in her possession, [redacted] wasn’t satisfied with the offer, so the representative provided her with a RMA number to return the products for a refund, minus the restocking fee. Regards,Leon

Complaint: [redacted]
I am rejecting this response because:  I was just on FB. Saw Shark Tank Ad & got "redirected" to Revyve Skin Care. Same testimonials by Tohloria & Tonya, Jennifer, Kristi C[redacted]. I give up.  If you guys cant do anything about them duping people, then why should I bother.  Maybe I should get Ellen Degeneres,, Oprah, Megan Mullally, Sandra Bullock, Eva Longoria as the ad claims they are a users of each of the "rebranded" creams. They will certainly want their share of the profits.
Sincerely,
[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[redacted] initially called us on 25th Jan 2017, 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 she had accepted. [redacted] demanded for a refund, our representative offered a 40% discount for the products in her possession. [redacted] wasn’t satisfied with the offer, so the representative provided her with a RMA number to return the products for a refund, minus the restocking fee. Upon receiving the returned products, [redacted] was refunded as promised. A lot of people think that when they return a product, it’ll go straight to be sold again, not in our case, we restock our products for a temporary testing solution. E.g. durability of box container, durability of the bottles, resending the serums/creams for further examination to our laboratories. But never have we ever shipped out a used product to any of our customers, in some cases, it’ll just get shredded/ recycled. Some people damage the items on purpose before returning them, stating they received damage goods.Therefore, we implemented restocking our products.  Regards,Leon