HydreSence

Hi, On 7/15/15 Ms.[redacted] visited our site and entered her credit card information to receive a trial of our product. At checkout, she also checked a box agreeing to our posted terms and conditions entering her into the auto-enrollment program, which unless cancelled becomes a monthly shipment....

This explains the product she received. Ms. [redacted] never contacted customer service before of after the shipment of products to express her displeasure. As the customer has stated she has taken steps with her bank to retrieve these funds back. These funds have already been removed from our accounts at this time and we will be unable to refund anymore. We will now have to present our case and evidence to Ms. [redacted] bank, which includes delivery confirmations, ip address, and credit info used to make original purchases. I only wish Ms. [redacted] had contacted us originally so we may have put this to rest before it got to this point. Please let me know if I may assist further. [redacted]

Please offer Ms. [redacted] my apologies. I looked through the notes,and although are agent notated on the account he processed a refund , it seems he never did. This will be dealt with on our end. I have refunded Ms. [redacted] her entire amount requested. Please allow a few days before this reaches your...

bank. Again, I am sorry for the inconvenience. 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Both Companies at the same address Hydresence Skin and InstaLyft Rx Support  have double charge me for 2 products I did not order. Why would I have to pay a restocking  on products that I did not order?  The products that were sent and charged  to me  on May 13, 2015 were never received.
The products that were charged to me on May 28 , 2015 were refused and returned to the Post Office in Stuart , FL.   HOW A company  could charge the prices that they are asking is ludicrous.  I would like a full credit
Sincerely , [redacted]

Hi, I have just refunded this customer an additional $52 to the previously refunded $140. It is hard for me to refund anymore, as she called to negotiate and was happy to receive a $100 gift voucher. Can we please come to an agreement on this?

I am sorry that this customer did not see the terms and conditions. They are listed on our site hydresence-skin.com. In fact, underneath the checkout button the customer must read terms and conditions and agree to them in order to process their transaction. I would like to give her a refund, but...

unfortunately, before she contacted us, she contacted the bank so they must settle the dispute at this point. If she has not contacted the bank yet I can issue a refund for her. Could you please find out for us?
Thank you, 
[redacted]

Review: In June I signed up to get a trial of Hydresence/Instalyft skin care because it was backed by Dr. Oz which is false. I was charged 4.97 for each, close to $10. No where in the advertisement at the airport where I signed up did it say that I had 14 days to let me know I did not want to place an order. No where in the packaging did it say this. My credit card was declined yesterday at a dept. store so I went into my online banking and noticed that there were 2 separate charges taken out of my account on June 24, 2015 each for 89.97. Then I noticed that 2 more charges for 95.96 were taken out on July 12, 2015. As you can imagine I was outraged. They tried to take more money out but there was no more money left in my account thank goodness. I have not received anything from them except a trial in June!! So after they stole almost $400 from my account without authorization I still have not received anything. I don't want their product I just want my money refunded. I called yesterday July 22, 2015 and spoke to several operators who said they were sorry but there was nothing they could do. I asked to speak to a supervisor on several occasions and all I was told was he was on a call or wasn't available. Finally, I spoke with [redacted] and she said they couldn't do anything and after pleading with her she said they would refund me 190.09. I got this in an email. They said it would take 3-5 days for this to come. They also were to cancel my supposed subscription that I never signed up for. I have all of this in emails as proof of their promise. We will see. She also offered to give me a voucher worth $100, the trouble is you have to spend money in order to get the total worth of the voucher so this isn't a refund at all. I just want all of my money refunded that they have taken out of my account. I have nothing to show for it. This is a very large scam and they are falsely using big names to support it. Please help me.

Thank you,Desired Settlement: I want all of my money refunded that they have taken out of my account, which totals close to $400. The names of these celebrities need to be informed so that they can take action for falsely using their names for a scam.

Business

Response:

This customer has already been issued a full refund as of 7/27/15.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The messages that you sent me regarding my complaint were going to my spam junk email! I did not receive the messages until now. The company lied to you. They did not give me a full refund. They gave me a partial refund. So no it was not resolved.

Regards,

Business

Response:

Again,

Review: I responded to an on-line advertisement for 2 skin care products, advertised as FREE with only shipping and handling of 4.95 each. After 14 days, I was charged $89.97 for each of the (2) products ( for a total of $179.94). I attempted to call the number on the label several times, but was put on hold for up to 45 minutes and no one every took my call.

On June 14th, I received 2 more of the skin care products in the mail. I again attempted to call, again did not get anywhere except

being on hold. I was charged $94.94 On June 7th and 8th (total of $189.90). I returned these products on June 26 via UPS and according to the UPS, they received the returned, unopened products in the original packaging on June 30.

I called again on June 30, and after 15 minutes on hold, I spoke to a customer service person who (after 30 minutes of requesting a full refund) was offered a 50% refund of $89 and a voucher for $100 for "travel and entertainment". The customer service rep. could not tell me the specifics of the voucher. She also disclosed that she was "breaking the law" by offering this refund as it did not comply with their return policy.

I repeatedly asked to speak to her supervisor, and was repeatedly

(over 40 minutes) was told that he was unavailable because of another call.

I am requesting a full refund of $369.84 and appreciate any help you can give in that request.Desired Settlement: Refund of $369.84.

Review: Purchased 2 sample products For $4.97 each on 4/28/15. I received 2 more packages on 6/2/15 from the same company and called to ask why they were sent when I had not ordered them. I told them I would refused them. They charged $94.94. They then said they would take 50% off. When I said no, 75% was offered. Finally I was told a restocking charge of 15% would be applied. When I called my Master Card Co. to complain they told me that they had charge me on May 13th $89.97 & $ 89.97 and again on May 28th $94.94 & 94.94. I never received the first 2 packages that I was charge for. Otherwise I would had stopped them at that time. This dishonest practice is aimed at the elderly and should be stopped. Both Hydresence Skin and InstaLyft Support are at the same address and hire women from other Countries and almost impossible to understand when you tell them that they have been refused and returned to the Company.Desired Settlement: Have the Company make sure in there selling methods that they are just samples, and tell the true price before the samples (come on) are shipped to unsuspecting elderly customers. I would like a full refund of $369.82Personally I would not recommend the 2 creams. It was a waste of money and time.

Business

Response:

Hi [redacted],

Review: I saw an on-line ad for a FREE trial of facial products, stating for a limited time these were free, I just had to pay shipping. I scrolled through a couple pages looking to see if this was something that required future purchases, but I actually missed the place where it did in fact say that if I didn't call within 14 days, I would be charged the full price -- there was just a small link (pointed out to me today when I called them) to their policy, so it wasn't right out there in big letters like the rest of the ad. I ordered the two products on July 2. There was no further mention of this requirement to call to cancel in either the confirmation email, nor in the envelopes when the products arrived. Upon looking at the jars I had received, and being unable, even with the aid of a magnifying lens, to read the ingredients, I decided to not even use them, and figured I had just spent $10 for nothing. Then I got another email on July 25, basically just congratulating me on having been using these products for the last 15 days, and offering some health tips. But, still no mention that my account was about to be charged $89.97 for these products I still thought were free for the cost of the shipping I had paid. I just happened to check on my account on-line and saw the charge and immediately called the company to tell them I had not expected this charge, hadn't even used the products, and wanted that charge to be refunded. I made two calls, spoke with different operators, but both gave me the party line. So, I'm just over a week past their deadline, and I'm told there's nothing they can do. I offered to send the products back, but they both said it was too late. I feel stupid for missing their little link to the policy, but I also feel it's wrong on the company's end to not give customers another opportunity to be made aware of what is expected - there should have been something either in the email and/or included with the product.Desired Settlement: I would like to have my money refunded, and I would like to see businesses like this be more 'up front' about their "Free" trials. I can't be the only person ever to miss that link, and if a company is confident about their product, they should certainly give the consumer an additional warning. Especially when you're ordering from an internet business where you might not readily have access to that phone number once you have the product in hand. I had never heard of this product or company, and I got to their page by clicking a link from another site. And because I did not necessarily expect to HAVE TO deal with them again, I was not so concerned with being able to find their website. This just feels like a bit of trickery.

Business

Response:

Hi,

Be very careful in ordering from this website and or listening to their commercials. They are not accredited by the Revdex.com and therefore make profits by misrepresenting facts when ordering their merchandise. As for the product itself I was afraid to use it since false advertisement was used to get one to make a purchase.

Moreover, it is stated that you are paying $ 4.97 for a trail size of HydreSense. When the package arrives there is only the product and more advertisement. To the contrary they charge your account $89.97 because you do not cancel within 14 days which is stated nowhere in the packages. In addition when you call the company they refuse to allow you to speak to any supervisor. Refusing to refund your money back as well.

This also applies to instalyftrx-skin.com as well who charges me $ 5.97 for supposedly a trial. Moreover, they are both the same company, Appears to be a scam in results. BUYERS BEWARE Floor Supervisor Lance was so admin in protecting this bogus website that is all he could do and nowhere in email nor product did it state you had 14 to return product. This was a gift and I will never order from these people again PRODUCT IS NOT FDA APPROVED NOR TESTED, USING SNAKE VENON??????

Review: When I received the product in the mail, I opened the package, and all that was inside was the product. There was no paperwork, or any instructions on how to return the order if needed. As soon as I saw this I became extremely concerned, and returned the products immediately to the address on the outside of the package. On February 3rd, I received two emails from the company that they had received the products back from me. They since will not take the charges off my credit card. I'm disputing the charges with my credit card company. When I spoke with a representative from the credit card company today, he said as long as I have the emails, it shouldn't be too much of a problem to have the charges removed. I mailed off all my information to the credit card company today.Product_Or_Service: Facial Cream Order_Number: [redacted]Desired Settlement: Desired Settlement: What I would like for the Revdex.com to do, is contact this company about their shipping procedures of not sending paperwork, or directions on how to return orders. Their argument with the credit card company is that I did not call to get an RMA # to return the products. I have done this with past companies when I ordered online. I always received paperwork explaining how to return the product if I wa

Business

Response:

RE: [redacted]

Review: I, like others, was scammed by this company! The "free" products offered were not free at all. Furthermore even before I had a chance to try the allegedly :"free" products - one jar of HydreSense and another of Instalyft - 2 more jars arrived in the mail. I called and I wrote, and I returned all items, unopened. I was eventually credited for the two "free" jars of cream, but I have not been refunded for the other two. I was never made aware of what these items cost. I would NEVER pay almost $100.00 for a small jar of cream no matter what miracles it promisesd.Desired Settlement: Removal from my credit card for products returned, unopen, to the company

Business

Response:

Customer has been refunded in full. Sorry for the inconvenience.

Review: I ordered a free trial only to find out that it signed me up for a monthly subscription. This was not stated in the advertising for free trial. I immediately called the company to cancel an order that was placed 5 minutes before. I stated that it was false advertising and not to ship this order as I did not want it after knowing that it was not a free trail with only shipping charges. I was told several times just to wait till I received the product I said no do not ship and cancel this and refund the shipping charges. I even stated to the customer service person I was going to report them to the attorney generals office and was recording our conversation to cancel this. I was told that I would still have to pay shipping fees for a product that I would not receive. Please help to cancel this.Desired Settlement: Refund shipping charges and make sure there are no future charges

The WORST company to deal with! Once they get your credit card number they charge it and will not reimburse if you are dissatisfied. The $4.95 trial cost me over $400.00 in less than 2 weeks that they say " there is nothing I can do. If you called in the first 14 days we would have cancelled . ". What small print was that! The customer service people kept trying to sell more even when I told them their product SUCKS! They then said I had to try it for 6 weeks for full effect! Doesn't the add say instant with their videos!!!!! Stay away, the worst company I have ever dealt with!

Review: Tried 2 trial offers for face skin company ,then saw fine print for cost of each face cream for aging,lines facelift where each would cost apx $95 totaling with postage over $200 month. I phoned company immediately and explained I was canceling offer due to cost. I am on social security, a small retirement of $368 month. I have cancer, they were very resistant and insistant I keep using product, would lower price to totL just over $22 each, aprox.$50 to $60 month . the product is not able to do all it says, but is a normal daily use face cream ,but not affordable for me. They insisted I keep trying til Sept 30th, at 3 various phone calls to cancel. I am tired of phoning , I don't want more product or my credit union debited for aprx $200 a month or even $60 a month, I told them I can't pay , they still won't cancel me asap , never ,ever had a company do this ,should iput stop payment on charges and refuse shipments ? Can you get this company to cancel both products of the face cream. I told them my problem, now my face is breaking out from over two weeks use. Why won't they cancel when requested and honor the written agreement and marketing add. Kinda a scam to make lots of money, in my opinion. Thank you for any help remember its hydresence intensive facelift andinstalyft snake venom peptide cream [redacted] and [redacted], they said one co could cancel both?? I am almost 70 and very ill with rare form of leukemia causing nerve cells to die in feet,plus fibraymyalgia, and several other health problems. Please help me???Desired Settlement: Cancel both products immediately with no charges to my credit union account and mail Me email me the response as proof, if they won't then I will stop payment any further debits for both products. Very frustrating dealing with customer rep. Tell public more about final product cost when trying trial offer that really. Explains. The amount that will be charged each month of over $200 and allow customer to cancel when they call the first time as their ad says you can thank you for helping me

Business

Response:

I am not sure the issue with this customer. She has only been charged the original trial charge, and her subscription was stopped before rebill. I have no action I can do to resolve this, as she hasn't been charged for anything besides shipping. I hope this helps to clarify.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I was told by company they wanted me to call on September 30 to cancel both items tried, the rep [redacted], did not cancel this trial for the product. I want the company to cancel any further orders and not send or charge me and I would like them to specifically say so, I am getting a runaround and will stop payment for future charges and refuse product. Can you get them to say my account has been canceled for both products, please! Thank you for your help

Regards,

Business

Response:

I can confirm all products have been cancelled as of 9/22/15. You will not receive any further products or charges .

Review: On August 18,2015 I had to change my bank account do to unauthorized activity of an unknown business withdrawing from my account. I received an unknown package in my mail box August 21,2015 from INSTALYF1' RX. I tried to contact this company fist to find out who they were and secondly, why are they sending this package. I didn't open it because I needed to know who they are first. I also heard that there were other complaints concerning this company. INSTALYF1 RX should not be sending me any package I don't know of; let alone with drawing money from my bank account unauthorized. There is an investigation taking place concerning the unauthorized activities on behalf of my bank.Desired Settlement: I would like all my money refunded back to me; and charges brought against Instalyf1' RX for unauthorized withdraws.

Business

Response:

Hi,

Review: I purchased the anti-wrinkle cream to help around my eyes. The company claimed it was all natural and have no side effects. I began using the cream in conjunction with the HydreSence and my eyes swelled. I called the company several times to cancel and they told me to use the cream in a different way. I did but the swelling continued. the last time I called I cancelled the product and asked for my money back and they hung up on me. I now have three jars because they send them out at to frequent an inteval to even use up the product. I cannot use it because of the reaction.Desired Settlement: I would like 100% refund

Business

Response:

Hi,

Review: Hydrasence claims that I agreed to a free trial of their skin product tied in with an agreement to accept automatic continuing shipments and billings if I don't call and cancel within 14 days. They never told me this when I placed my trial order over the phone. If they had, I would not have agreed to it. Then I noticed multiple charges on my credit card and received another shipment which I refused to accept and returned to sender. I filed a dispute with the credit card company and eventually sent me a letter stating that "if you wish to continue the dispute, please contact the merchant directly. I called Hydrasence, today and [redacted] told me that I need to take it up with my credit card company. Their product does not work as promoted.Desired Settlement: I want a credit to my credit card immediately for the amount that they billed of $89.97.

Business

Response:

Hi,

Review: This company advertised a free sample of cream for shipping costs on [redacted]. They took my credit card for the shipping charge then proceeded to charge me a monthly charge I did not agree to. I checked the pamphlet I received and there is no mention of any other charges for products or a fee. I called the bank to see what these unauthorized charges were then immediately called them. I advised I was not notified of joining a program or that I would be charged anything other than shipping. I requested a full refund. The call representative said they would only refund me 35% of the charges, which I immediately turned down. They then offered a 50% refund, which I once again turned down. I was then offered a $100 certificate, and I once again told them I was not interested and wanted a full refund.Desired Settlement: I would like a full refund as I was looking to try a sample to see if it would work for me and didn't realize they were taking my account information to put through unauthorized charges.

Business

Response:

Please offer Ms. [redacted] my apologies. I looked through the notes,and although are agent notated on the account he processed a refund , it seems he never did. This will be dealt with on our end. I have refunded Ms. [redacted] her entire amount requested. Please allow a few days before this reaches your bank. Again, I am sorry for the inconvenience.

Review: I ordered a 14 day free trial of two face creams, Hydresence and Instalyft on Aug. 5, 2015. I got them on Aug. 8 but after a week of trying them, found they did not agree with my skin. I called an 800 number to cancel my free trial order on Aug 14 and got a cancellation number. After notification of a new shipment of one of the products, I called again and was told the number I called was only to cancel one of the creams and I was supposed to call a different number to cancel the other. Since then I have gotten a second jar of the Hydresence and have been billed $89.97 and $ 94.94 within a two week period. I have called two more times to resolve this problem to no avail and feel this company is deceptive in handling its cancellations. Since I placed ONE order for both products and I have only one order number ([redacted]), I assumed when I cancelled the free trial ORDER, IT INCLUDED BOTH items. They have an assortment of 800 numbers and a different one on each jar but there was no indication in the literature that it was necessary to make two separate phone calls to cancel each item separately. In the last call today, I was disconnected when I asked to speak to a manager. In The past I have spoken to an [redacted] and [redacted], all of whom sound like the same person. I have told all of them I have no intention of paying any of these two charges and I think the company they work for is acting in a deceptive manner by not offering information regarding their cancellation procedures.Desired Settlement: I plan to contact my credit card bank and inform them that I will not be paying these two charges and expect the company that has billed me to remove them from my credit card statement during the next billing cycle.

Consumer

Response:

I have just received an email from Hydresence informing me that they will refund the two charges posted on my credit card in the amounts of $89.97 and &94.94 respectively. I wish to thank you for your timely attention to this matter.[redacted],