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Hydroxatone Reviews (109)

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Hydroxatone LLCPO Box 1366Hoboken, NJ 07030 April 9, 2015   We are in receipt of your dated March 31, 2015 concerning customer, Ms. [redacted].  Upon receipt of your correspondence, we have investigated Ms. [redacted] claim; below are...

the findings as wells as our resolution of the matter based on the notes in Ms. [redacted] account.  Please note, as a measure of good faith, we have voided the balance on Ms. [redacted] account in the amount of $119.00.Our records indicate that Ms. [redacted] initially called and placed an order on January 15, 2015 with our automated voice response system (“IVR System”). At the time Ms. [redacted] placed her order, she enrolled in the 30 day Risk-Free Trial program for our Hydroxatone Am/Pm Anti-Wrinkle Complex and paid $7.95. for shipping and processing of the shipment.Our IVR System has the advantage of ensuring consistency in that a customer cannot accept an offer until the terms and conditions are first read by the systemverbatim. After the terms and conditions are read, the system needs verbal acceptance from the customer to process the order. The system will not process anorder if the customer either declines the trial offer or fails to provide a response to the offer. Please note that we offer our customers “Risk-Free Trials” of our products. The point of the Risk-Free Trial is to allow the customer to try full size products for a full 30 days so that they can feel and see the results before they have to make the decision to buy them. These products are not samples and therefore we inform our customers that they will be responsible for the cost of the merchandise unless they return them as instructed.Included in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandise. Additionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transit. When a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request they obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Number to put on the outside of their package to ensureexpedited processing with our returns department.  According to our records, we did not hear from Ms. [redacted], at any point during her Risk-Free Trial or prior to receipt of this complaint, nor did we receive theshipment back in our returns department. Therefore, we attempted to charge Ms. [redacted] for her first monthly payment in accordance with the terms and conditions ofthe Risk-Free Trial. When the charges on Ms. [redacted] credit card did not go through, her account was placed in a delinquent status and as a result, shebegan to receive non-payment notification letters.  It should be noted that our efforts to collect on delinquent accounts never include reporting delinquency or charge off information to credit bureaus. Becausewe have waived the balance due on the account, Ms. [redacted] will no longer receive non-payment notification letters.In reviewing Ms. [redacted] account it came to our attention, Ms. [redacted] has ordered three (3) other products with our company on June 3, 2012, July 18, 2012 and onJuly 22, 2013 under the same terms and conditions.  Similarly, the products were shipped and charges for the products on Ms. [redacted] credit card did not go through.  Those charges, as this charge, were written off by our company.Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused Ms. [redacted] and greatly appreciate the opportunity to clarify this matter. We hope that we have resolved this complaint to Ms. [redacted] and your satisfaction. Please feel free to contact our office if you should have any further questions regarding this account.

We are in receipt of your letter dated January 12, 2015concerning customer, Ms. [redacted]. Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of thematter, based on the notes in Ms. [redacted]’s account. As an initial matter,please note that we have...

voided the balance of $139.90 due on Ms. [redacted]’s accountrefunded her credit card in the amount of $145.85. Ms. [redacted] will no longerreceive any charges or shipments from our company and her account with us isclosed. Our records indicate that Ms.[redacted] initially called and placed an order on December 28, 2014 with ourautomated voice response system (“IVR System”). At the time Ms. [redacted] placed herorder, she enrolled in the 30 day Risk-Free Trialprogram for our Hydroxatone Am/Pm Anti-Wrinkle Complex and paid $7.95for shipping and processing of the shipment. Our IVR System has the advantage of ensuring consistency inthat a customer cannot accept an offer until the terms and conditions are firstread by the system verbatim. After the terms and conditions are read, thesystem needs verbal acceptance from the customer to process the order. Thesystem will not process an order if the customer either declines the trialoffer or fails to provide a response to the offer.  All sales confirmation calls are recorded and archived toensure compliance. After reviewing the recording of the call placed by Ms.[redacted], we confirmed that she accepted the “Try It Before You Buy It” offer of Hydroxatone by verbally agreeing to the terms andconditions of the Risk-Free Trial. As per the terms and conditions read duringthe initial sales call, our IVR System informed Ms. [redacted] that she wouldreceive 2 jars of Hydroxatone to try Risk-Freefor 30 days. In exchange, Ms. [redacted] agreed to be charged 2 monthly payments of$69.95, the cost of each jar of Hydroxatone,unless she contacted customer service for return instructions before theexpiration of her 30 day trial period and returned the 2 jars as instructed. In addition to the Risk-Free Trial order of Hydroxatone, weconfirmed that Ms. [redacted] accepted our “Buy Two Get One Free” offer of our HydrolyzeAdvanced Under-Eye Formula, whereby the customer agrees to pay for 2 jarsupfront in exchange for receiving a third jar for free. And like all of ourtrial offers, the “Buy Two Get One Free” offer comes with our 30 day Bottom ofthe Jar Guarantee. This means that the customer can contact our customerservice department within 30 days of receipt of the shipment and return themerchandise as instructed to receive a full refund of their product purchaseprice, less shipping and processing and return postage fees. Upon review of Ms. [redacted]’saccount, we see that she contacted ourcustomer service department on January 12, 2015, and spoke with one of ourcustomer service representatives in regards to her account. During that call,the representative provided Ms. [redacted] withall of the return instructions, including Return Numbers [redacted] and [redacted], andadvised her that we must receive her returns no later than January 26, 2015 toavoid future charges for the Hydroxatone shipment and to insure a refund forthe Hydrolyze shipment. Our records indicate that on January 16, 2015 we received Ms.[redacted]’s return shipment. As a result, we voidedthe balance of $139.90 due on Ms. [redacted]’s account refunded her credit card inthe amount of $145.85. Ms. [redacted] will no longer receive any charges orshipments from our company and her account with us is closed. It should be noted that Ms. [redacted] has ordered Risk-FreeTrials from our company before and after this order. All accounts have beenclosed due to Ms. [redacted] returning all products prior to the end of theRisk-Free Trial periods. Thank you for bringing this matter to our attention. We doapologize for any inconvenience this may have caused Ms. [redacted] and greatlyappreciate the opportunity to clarify this matter. Please feel free to contactour office if you should have any further questions regarding thisaccount.

We are in receipt of your letter dated April 30, 2015 concerning customer, Mr. [redacted].  Upon receipt of your letter, we have investigated Mr. [redacted]’s complaint and below are the findings as wells as our resolution of matter based on the notes in Mr. [redacted]’s account....

 As a measure of good faith, on April 30, 2015 we refunded Mr. [redacted]’s credit card in the amount of $157.13, which constitutes all charges that Mr. [redacted] incurred from our company.  On March 4, 2015 upon receipt of the products Mr. [redacted] returned, we voided the balance due on his account in the amount of $149.69.  Mr. [redacted] may keep the products in his possession without further obligation tomake a payment. Mr. [redacted]’s account has been canceled.Our records indicate that, Mr. [redacted] placed his order through our website, www.tryhydrolyze.com, on November 15, 2014 for the Hydrolyze Under Eye Formula (the “Hydrolyze”).  At the time Mr. [redacted] placed his order, he enrolled in our 30 day Risk-Free Trial program and paid $1.99 for shipping and processing of the shipment.In order for the online transaction to have been processed by our company, Mr. [redacted] was required to check off a box which confirmed his acceptance to the terms and conditions of the Risk-Free Trial. These terms and conditions are displayed on the order page where the customer enters their credit card information. The system is set up to reject the order in the event the customer does not click this box. Per the terms and conditions of the Risk-Free Trial, Mr. [redacted] was informed that he would receive the Hydrolyze to try risk-free for 30 days.  In exchange, Mr. [redacted] agreed that the credit card he provided would automatically be charged 2 monthly payments of $69.94, plus the applicable sales of $4.90 (total $74.84), the cost of these items, unless he contacted customer service for return instructions before the expiration of his 30 day Risk-Free Trial period and returned the items as instructed.The benefit of the Risk-Free Trial is to allow the customer to try full size products for a full 30 days so they can feel and see the results before they have to make the decision to buy them. These products are not samples and we inform our customers that they will be responsible for the cost of the products unless they return them as instructed.Included in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandise. Additionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their return will be properly received and processed by our returns department and they will not be charged for the products while in transit. When a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request they obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns department.Our records indicate that Mr. [redacted] did not contact customer service at any point during his 30 day Risk-Free Trial period, nor did we receive a return of the shipment in our returns department. Therefore, in accordance with the terms and conditions of the Risk-Free-Trial, on December 24 2014 Mr. [redacted] was charged for his first monthly payment and we set his account up for our Beauty Auto-Shipment Program.  The second shipment of Hydrolyze was shipped to Mr. [redacted] on January 16, 2015.In reviewing of Mr. [redacted]’s account, we see that he contacted our customer service department on February 22, 2015, and spoke with one of our customer servicerepresentatives.  During the call the representative reviewed the terms and conditions to which Ms. [redacted] original agreed when he placed his initial order, provided Mr. [redacted] with the return instructions (including Return Number [redacted]), and advised we must receive his return no later than March 9, 2015 to avoid future charges.On March 4, 2015, our returns department received Mr. [redacted]’s return. Therefore, we voided the balance due for that shipment in the amount of $149.69 andcanceled Ms. [redacted]’s account.  As an act of good measure, we have refunded Mr. [redacted] credit card in the amount of $157.13 constitutes all charges that Mr. [redacted] incurred from our company.   Upon receipt of Mr. [redacted]’s return and in accordance with our Beauty Auto-Shipment Program Mr. [redacted]’s account was canceled. After which Mr. [redacted] did not receive any additional charges or shipments from our company.In Mr. [redacted]’s complaint, he states that our company charged his credit card an additional $74.85. Our records do not indicate any such charge. Therefore, we are unable to process a refund for that charge. We request that Ms. [redacted] provide us with the portion of his credit card statement which indicates that we are in fact responsible for a charge of $74.85. Upon receiving such documentation, we will issue Mr. [redacted] a refund if it is deemed that we are responsible for the charge.Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused Mr. [redacted] and greatly appreciate theopportunity to clarify this matter. We hope that we have resolved this complaint to Mr. [redacted]’s and your satisfaction. Please feel free to contact ouroffice if you should have any further questions regarding this account.

We are in receipt of your letter dated May 26, 2015, concerning customer, Ms. Pamela Mathers. Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of the matter, based on the notes in Ms[redacted]’ account. As an initial matter, please note...

we have refunded Ms[redacted]’ credit card in the amount of USD$139.90, which constitutes all charges that Ms[redacted] incurred from our company for products ordered. Ms[redacted] will no longer receive any charges or shipments from our company and her account with us is canceled.  Our records indicate that, Ms[redacted] placed her order through our website, www.hydroxatone.com,on March 13, 2015, for the Hydroxatone Am/PmAnti-Wrinkle Complex (“Hydroxatone”).  Atthe time Ms[redacted] placed her order, she enrolled in our 30 day Risk-FreeTrial program for Hydroxatone and paid $1.99,for shipping and processing of the shipment. In order for the onlinetransaction to have been processed by our company, Ms[redacted] was required to check off a box which confirmed her acceptanceto the terms and conditions of the Risk-Free Trial. These terms and conditionsare displayed on the order page where the customer enters their credit cardinformation. The system is set up to reject the order in the event the customerdoes not click this box.  The benefit of the Risk-Free Trial is to allow the customer to try full size products for a full 30 days; so, they can feel andsee the results before they have to make the decision to buy them. These products are not samples and therefore we inform our customers that they will be responsible for the cost of the merchandise unless they return them as instructed.Included in all of our shipments, is an invoice outlining the specific bill dates and amounts that will be charged to the customer ifthey decide to keep the merchandise. Additionally, we request the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transit.Our records indicate Ms[redacted] did not contact customer service at any point during her 30 day Risk-Free Trial period, nor did we receive a return of the shipment in our returns department. Therefore, on April 19, 2015, we charged Ms[redacted] for her first monthly payment in accordance with the terms and conditions of the Risk-Free Trial.Upon review of Ms[redacted]’ account, we see that she contacted our customer service department on May 12, 2015, via e-mail. Ms[redacted] requested to cancel any further shipments. We responded to Ms[redacted]’ e-mail informing that she will no longer receive any further shipments. Additionally, we informed Ms[redacted] of her remaining balance to be charged at the end of her 30 day Risk-Free Trial, per the terms and conditions, if she does not call customer service for return instructions.Upon receiving your notice of the claim, we refunded Ms[redacted]’ credit card in the amount of $139.90, which constitutes all charges that Ms[redacted] incurred from our company. Ms[redacted] will no longer receive any charges or shipments from our company and her account with us is closed. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused Ms[redacted] and greatly appreciate the opportunity to clarify this matter. We hope that we have resolved this complaint to Ms[redacted]’ and your satisfaction. Please feel free to contact our office if you should have any further questions regarding this account.

Dear M[redacted] We are in receipt of your letter dated December 3, 2014concerning M[redacted]. Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of thematter, based on the notes in Mr. [redacted]’s account. As an initial...

matter,please note that we would like to apologize to M[redacted] and Mr. [redacted] forany inconvenience this may have caused. We have voided the balance of $69.95 USdue on Mr. [redacted]’s account and refunded his credit card in the amount of $141.89.Mr. [redacted] will no longer receive any charges or shipments from our companyand his account with us is closed. Our records indicate that, Mr. [redacted] placed an order through our website, www.hydroxatonetrial.com,on May 22, 2014 for the Hydroxatone Am/PmAnti-Wrinkle Complex. At the time Mr. [redacted] placed his order, heenrolled in our 30 day Risk-Free Trial program for Hydroxatoneand paid $1.99 US for shipping and processing of the shipment. In order for the online transaction to have beenprocessed by our company, Mr. [redacted] wasrequired to check off a box which confirmed his acceptance to the terms andconditions of the Risk-Free Trial. These terms and conditions are displayed onthe order page where the customer enters their credit card information. Thesystem is set up to reject the order in the event the customer does not clickthis box.  As per the terms and conditions of the Risk-FreeTrial, Mr.[redacted] was informed that he would receive 2 fullsize jars of Hydroxatone to try risk-free for 30 day** In exchange, Mr.[redacted] agreed that the credit card he provided wouldautomatically be charged 2 monthly payments of $69.95 US, the cost of these 2 jars,unless he contacted customer service for return instructions before theexpiration of his 30 day Risk-Free Trial period and returned the 2 jars asinstructed. Lastly, Mr. [redacted] was informedthat he would receive 2 new jars every 60 days unless he contacted our customerservice department to remove his account from the Beauty Auto-Shipment Program.A customer is also removed from the Beauty Auto-Shipment Program if they returnthe Risk-Free Trial merchandise or any subsequent auto-shipments to ourwarehouse. Please note that we offer our customers“Risk-Free Trials” of our product** The point of the Risk-Free Trial is toallow the customer to try full size products for a full 30 days so that theycan feel and see the results before they have to make the decision to buy them.These products are not samples and therefore we inform our customers that theywill be responsible for the cost of the merchandise unless they return them asinstructed. Included in all of our shipments is an invoice outlining thespecific bill dates and amounts that will be charged to the customer if theydecide to keep the merchandise. Additionally, we request that the customercontact our customer service department in the event they wish to obtain returninstructions, thereby ensuring that their package will be properly received andprocessed by our returns department and that they will not be charged for theproducts while their return is in transit. Our records indicate that Mr.[redacted] did not contact customer service at any point during his 30 dayRisk-Free Trial period, nor did we receive a return of the shipment in ourreturns department. Therefore, we charged Mr. [redacted] for his monthly paymentsin accordance with the terms and conditions of the Risk-Free Trial. In themeantime, because Mr. [redacted]’s account had been set up for the BeautyAuto-Shipment Program, and because he didn’t call to cancel his account fromthe Beauty Auto-Shipment Program or return any of the merchandise to ourwarehouse, a second shipment of 2 jars of Hydroxatonewas sent to Mr. [redacted] on July 25, 2014. Upon review of Mr. [redacted]’saccount, we see that M[redacted] contacted ourcustomer service department on August 19, 2014, and spoke with one of ourcustomer service representatives in regards to the account. During that call,the representative offered to void the balance due on Mr. [redacted]’s account andclose the account. Unfortunately, the balance was not voided, which caused Mr.[redacted]’s credit card to be charged again. Please note that customerservice is a top priority of our company. Furthermore, we would like to assure M[redacted] and Mr. [redacted] that our Quality Assurance department is trained totake the appropriate corrective action necessary when a representative hasfailed to follow company policies or protocol. Upon receiving your notice of the claim, on January 13, 2015we voided the balance of $69.95 US due on Mr. [redacted]’s account andrefunded his credit card in the amount of $141.89 U** Mr. [redacted] will nolonger receive any charges or shipments from our company and his account withus is closed. Thank you for bringing this matter to our attention. Onceagain, we sincerely apologize for any inconvenience this may have caused M[redacted] and Mr. [redacted] and greatly appreciate the opportunity to clarify thismatter. We hope that we have resolved this complaint to M[redacted], Mr.[redacted]’sand your satisfaction. Please feel free to contact our office if you shouldhave any further questions regarding this account.   Sincerely,   [redacted]
Customer Service Compliance AssociatePhone [redacted]Fax [redacted]

...

                                  We are in receipt of your letter dated August 24, 2015 concerning customer, Ms. Tara [redacted]. Upon receipt of your letter, we investigated Ms. [redacted] claim and below are the facts and our resolution of the matter, based on the notes in Ms. [redacted] account. As an initial matter, on August 19, 2015 we refunded Ms. [redacted] credit card in the amount of $149.90, which constitutes all the charges incurred from our company for products ordered.   In addition, we are sending Ms. [redacted] a separate check in the amount of $5.94, to cover the shipping and processing of the ordered products. Ms. [redacted] will receive this check within 14 to 21 days from the date of this letter.  Ms. [redacted] will no longer receive any charges or shipments from our company and her account with us is closed.I looked into how to this error occurred and I came to the conclusion our warehouse failed to process Ms. [redacted] returned shipments and refund properly.  This is clearly a mistake at our end and we take responsibility for it.  Upon learning of our mistake on August 19, 2015 we immediately refunded Ms. [redacted] credit card. This is the least that we can do in the light of this unfortunate event.  Please extend our sincere apologies to Ms. [redacted].Ms. [redacted] stated in her complaint that she was dissatisfied with the customer service she received from the representative with to whom she spoke. Please note that customer service is a top priority of our company, so all of our representatives are trained to speak with customers in a respectful and courteous manner.  We would like to assure Ms. [redacted] that our Quality Assurance department is trained to take the appropriate corrective action necessary when a representative has failed to follow company policies or protocol.Thank you for bringing this matter to our attention. We apologize for any inconvenience this may have caused Ms. [redacted] and appreciate the opportunity to clarify this matter.    We hope that we have resolved this complaint to Ms. [redacted] and your satisfaction. Please feel free to contact our office if you should have any further questions regarding this account.

...

                                                 We are in receipt of your letter dated August 7, 2015 concerning customer, Ms. [redacted].  Upon receipt of your letter, we investigated Ms. [redacted]’s claim.  As a courtesy, on August 10, 2015 we refunded Ms. [redacted]‘s credit card in the amount of $279.80, which constitutes the charges incurred from our company for products ordered but, not received by Ms. [redacted].   Ms. [redacted]’s account is closed with a zero balance. Our records indicate Ms. [redacted] placed her order through our website, www.getkeranique.com, on March 17, 2015 for the Keranique Hair Rejuvenation System (the “System”).   At the time Ms. [redacted] placed her order, she also placed an order for our Bellaplex Rejuvenating Treatment (the “Treatment”).  Ms. [redacted] enrolled in our “Risk-Free Trial” for both products.  The benefit of the Risk-Free Trial is to allow customer to try our full size products for a full 30 days so they can feel and see the results before having to make decision to buy.  The products are not samples.   We inform our customers they will be responsible for the cost of the merchandise unless it is returned as instructed.  Per the terms and conditions of our “Risk-Free Trial” Ms. [redacted] agreed she would receive the System to try Risk-Free Trial for 30 days.  In exchange, Ms. [redacted] agreed to be charged 2 monthly payments of $79.95, the cost of the System, unless she contacted customer service for return instructions before the expiration of her 30 day trial period and returned the System as instructed. Lastly, Ms. [redacted] was informed that she would receive new System every two (2) months unless she contacted our customer service department to remove her account from the Beauty Auto-Shipment Program. Similarly, per the terms and conditions of our the “Risk-Free Trial” for the Treatment Ms. [redacted] agreed she would receive the Treatment to try Risk-Free Trial for 30 days.  In exchange, Ms. [redacted] agreed to be charged 2 monthly payments of $69.95, the cost of the Treatment, unless she contacted customer service for return instructions before the expiration of her 30 day trial period and return the Treatment as instructed. Lastly, Ms. [redacted] was informed that she would receive a new Treatment every 60 days unless she contacted our customer service department to remove her account from the Beauty Auto-Shipment Program. A customer is also removed from the Beauty Auto-Shipment Program when they return the Risk-Free Trial merchandise or any subsequent auto-shipments to our warehouse. In order for the online transactions to have been processed by our company, Ms. [redacted] was required to check off a box which confirmed her acceptance to the terms and conditions of the Risk-Free Trial. These terms and conditions are displayed on the order page where the customer enters their credit card information. The system is set up to reject the order in the event the customer does not click this box.  According to the notes in Ms. [redacted]’s account, Ms. [redacted] cancelled her Beauty Auto-Shipment for the System on April 16, 2015 but did not cancel the Beauty Auto-Shipment for the Treatment.  There are no notes in Ms. [redacted]’s customer records indicating a change of address. Consequently and in accordance with the terms and conditions of the Risk Free Trial, we continued to ship the Treatment to the address on file. On August 6, 2015 our warehouse received and processed a return shipment of the Treatment shipped to Ms. [redacted] at which time we cleared the open balance of $139.90. Upon receiving your notice of your claim, we refunded Ms. [redacted]‘s credit card in the amount of $279.80, which constitutes the charges incurred from our company for products ordered but, not received by Ms. [redacted].   Ms. [redacted]’s account has been closed with a zero balance. Thank you for bringing this matter to our attention. We apologize for any inconvenience this may have caused Ms. [redacted] and greatly appreciate the opportunity to clarify this matter.    We hope that we have resolved this complaint to Ms. [redacted] and your satisfaction. Please feel free to contact our office if you should have any further questions regarding this account.

We are in receipt of your letter dated November 13, 2014 concerning customer, your client, Ms. [redacted]  [redacted]. Upon receipt of your letter, we investigated her claim and below are the facts and our resolution of the matter, based on the notes in Ms. [redacted]’s account. As an initial matter, please...

note that we attempted to contact Ms. [redacted] by phone on December 5, 2014 to resolve the matter in her favor. Unfortunately, we were unable to speak to her directly, so we left a voicemail message. We have voided the balance of $283.78 due on Ms. [redacted]’s account and refunded her credit card in the amount of $3.98, which constitutes all charges that Ms. [redacted] incurred from our company. Ms. [redacted] may keep the merchandise in her possession without further obligation to make a payment. Ms. [redacted] will no longer receive any charges or shipments from our company and her account with us is closed.  Our records indicate that, Ms. [redacted] placed her order through our website, www.trybbcream.com/s on August 9, 2014 for the Hydroxatone Am Pm Anti Wrinkle Complex and for our Hydroxatone Anti Aging BB Cream. At the time Ms. [redacted] placed her order, she enrolled in our 30 day Risk-Free Trial program for both products and paid $1.99 for shipping and processing for each shipment. In order for the online transaction to have been processed by our company, Ms. [redacted] was required to check off a box which confirmed her acceptance to the terms and conditions of the Risk-Free Trial. These terms and conditions are displayed on the order page where the customer enters their credit card information. The system is set up to reject the order in the event the customer does not click this box.  As per the terms and conditions of the Risk-Free Trial, Ms. [redacted] was informed that she would receive 2 full size bottles of Hydroxatone Am Pm Anti Wrinkle Complex and two bottles of Hydroxatone Anti Aging BB Cream to try risk-free for 30 days. In exchange, Ms. [redacted]  agreed that the credit card she provided would automatically be charged 2 monthly payments of $69.95, the cost of these 2 bottles, unless she contacted customer service for return instructions before the expiration of her 30 day Risk-Free Trial period and returned the products as instructed. Please note that we offer our customers “Risk-Free Trials” of our products. The point of the Risk-Free Trial is to allow the customer to try full size products for a full 30 days so that they can feel and see the results before they have to make the decision to buy them. These products are not samples and therefore we inform our customers that they will be responsible for the cost of the merchandise unless they return them as instructed. Included in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandise. Additionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transit. When a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request they obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns department.  Our records indicate that Ms. [redacted] did not contact customer service at any point during her 30 day Risk-Free Trial period, nor did we receive a return of the shipments in our returns department. Therefore, on September 30, 2014, we attempted to charge Ms. [redacted] for her first monthly payments in accordance with the terms and conditions of the Risk-Free Trial but that charge was repeatedly declined, which put Ms. [redacted]’s account in delinquency and as a result, she began to receive non-payment notification letters. It should be noted that our efforts to collect on delinquent accounts never include reporting delinquency or charge off information to credit bureaus. Because we have waived the balance due on the account, Ms. [redacted] will no longer receive non-payment notification letters. In the meantime, because Ms. [redacted]’s account had been set up for the Beauty Auto-Shipment Program, and because she didn’t call to cancel her account from the Beauty Auto-Shipment Program or return any of the merchandise to our warehouse, a second shipment of 2 bottles of Hydroxatone Am Pm Anti Wrinkle Complex and two bottles of Hydroxatone Anti Aging BB Cream was sent to Ms. [redacted]. Ms. [redacted] stated in her complaint that she was dissatisfied with the customer service she received from the representative she spoke with on November 11, 2014. Please note that customer service is a top priority of our company, so all of our representatives are trained to speak with customers in a respectful and courteous manner. Furthermore, we would like to assure Ms. [redacted] that our Quality Assurance department is trained to take the appropriate corrective action necessary when a representative has failed to follow company policies or protocol. Upon receiving your notice of the claim, we attempted to contact Ms. [redacted] by phone on December 5, 2014 to resolve the matter in her favor. Unfortunately, we were unable to speak to her directly, so we left a voicemail message. We have voided the balance of $283.78 due on Ms. [redacted]’s account and refunded her credit card in the amount of $3.98, which constitutes all charges that Ms. [redacted] incurred from our company. Ms. [redacted] may keep the merchandise in her possession without further obligation to make a payment. Please note that we strive to provide our consumers with the best customer service possible. We recognize that some customers’ return shipments may not always be properly received in our warehouse due to shipment errors or a multitude of other reasons. Therefore, our company policy dictates that we immediately refund and void the account balance of a customer who calls our customer service department and clams that they have returned the products to our company as instructed. While we encourage our customers to obtain a Delivery Confirmation Number as proof of the return so that we may more efficiently locate their shipment, this policy applies regardless of whether or not the customer is able to provide us with a Delivery confirmation Number. Moreover, our Quality Assurance department ensures that this policy is followed by regularly monitoring calls and taking appropriate action when necessary to remedy a representative’s failure to adhere to company policy. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused Ms. [redacted] and greatly appreciate the opportunity to clarify this matter. We hope that we have resolved this complaint to Ms. [redacted]’s and your satisfaction. Please feel free to contact our office if you should have any further questions regarding this account.

Dear Ms. [redacted], We are in receipt of your letter dated December 8, 2014concerning Ms. [redacted] Upon receipt of your letter,we investigated her claim. Please note that our records do not indicate that [redacted]placed an order with our company. Therefore, Ms. [redacted]...

was notcharged by our company, nor was she shipped any of our products. Ms.[redacted] may contact our customer service department at [redacted] ifshe wishes to complete an order with our company for the Hydrolyze AdvancedUnder-Eye Treatment. Thank you for bringing this matter to our attention. We doapologize for any inconvenience this may have caused Ms. [redacted] andgreatly appreciate the opportunity to clarify this matter. Please feel free tocontact our office if you should have any further questions.   Sincerely,   [redacted]
Customer Service Compliance AssociatePhone [redacted]Fax [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

I was very unhappy with the way the representative handled the situation. He was constantly talking while I was trying toexplain something and I incurred a 10 dollar over draft fee from my bank because of the business taking money which clearly shouldn't have been taken. 
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.

\ We are in receipt of your letter dated February 2, 2015concerning customer, Ms. [redacted]. Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of thematter, based on the notes in Ms. [redacted]’ account. As an initial matter, wehave voided the...

balance of $139.90 due on Ms. [redacted]’ account. Ms. [redacted] willno longer receive any non-payment notification letters from our company and heraccount with us is closed. It should be noted that our efforts to collect on delinquentaccounts never include reporting delinquency or charge off information tocredit bureaus. Our records indicate that Ms. [redacted] called to place anorder on November 14, 2014 with one of our sales representatives for the Luminique.At the time Ms. [redacted] placed her order, she enrolled in our 30 day Risk-FreeTrial offer for Luminique and paid $7.95 for shipping and processing of theshipment. We train all sales representatives to read from an approvedscript verbatim to ensure that the terms and conditions of an offer arecommunicated clearly and correctly to the customer. After these terms andconditions are read, the representative must obtain a clear verbal acceptancefrom the customer to process the order. The representative will not process theorder if the customer either declines the trial offer or fails to issue aresponse to the offer. All sales confirmation calls are recorded and archived toensure compliance. After reviewing the recording of the call placed by Ms.Barnes, we confirmed that she accepted the “Try It Before You Buy It” offer of Luminiqueby verbally agreeing to the terms and conditions of the Risk-Free Trial. As perthe terms and conditions read during the initial sales call, our salesrepresentative informed Ms. [redacted] that she would receive 2 jars of Luminique totry Risk-Free for 30 days. In exchange, Ms. [redacted] agreed to be charged 2monthly payments of $69.95, the cost of each jar of Luminique, unless shecontacted customer service for return instructions before the expiration oftheir 30 day trial period and returned the 2 jars as instructed. Please note that we offer our customers“Risk-Free Trials” of our products. The point of the Risk-Free Trial is toallow the customer to try full size products for a full 30 days so that theycan feel and see the results before they have to make the decision to buy them.These products are not samples and therefore we inform our customers that theywill be responsible for the cost of the merchandise unless they return them asinstructed. Included in all of our shipmentsis an invoice outlining the specific bill dates and amounts that will becharged to the customer if they decide to keep the merchandise. Additionally,we request that the customer contact our customer service department in theevent they wish to obtain return instructions, thereby ensuring that theirpackage will be properly received and processed by our returns department andthat they will not be charged for the products while their return is intransit. When a customer contacts us for return instructions, we direct them toreturn the products, whether used, empty or full, through the United StatesPostal Service (USPS) and request they obtain a Delivery Confirmation Number asproof of the return. We also provide the customer with a Return Number to puton the outside of their package to ensure expedited processing with our returnsdepartment.  Upon review of Ms. [redacted]’account, we see that she contacted ourcustomer service department via e-mail on November 26, 2014, and requested tocancel her account. We responded to Ms. [redacted]’and provided her with all of the return instructions, including Return Number 3174049,and advised her that we must receive her return no later than December 12, 2014to avoid future charges. Our records indicate that we did not receive the shipmentback in our returns department. Therefore, we attempted to charge Ms. [redacted]for her first monthly payment in accordance with the terms and conditions ofthe Risk-Free Trial. When the charges on Ms. [redacted]’ credit card did not gothrough, her account was placed in a delinquent status and as a result, she receiveda non-payment notification letter.   On February 2, 2015, Ms. [redacted] contacted us and spoke withone of our customer service representatives in regards to her account. Therepresentative reviewed the terms and conditions that Ms. [redacted] agreed toduring her initial sales call and explained that, based on these terms andconditions, we attempted to charge the first payment of $69.95 when her returnwas not received, but that charge was declined which put her account indelinquency. Unfortunately, the call was disconnected before the representativecould further assist Ms. [redacted]. Our records show that on February 11, 2015, our returnsdepartment received a return of Ms. [redacted]’ Luminique order. At that point, we voidedthe balance of $139.90 due on Ms. [redacted]’ account. Ms. [redacted] will no longerreceive any non-payment notification letters from our company and her accountwith us is closed. It should be noted that our efforts to collect on delinquentaccounts never include reporting delinquency or charge off information tocredit bureaus. Thank you for bringing this matter to our attention. We doapologize for any inconvenience this may have caused Ms. [redacted] and greatlyappreciate the opportunity to clarify this matter. We hope that we haveresolved this complaint to Ms. [redacted]’ and your satisfaction. Please feel freeto contact our office if you should have any further questions regarding thisaccount.

We are in receipt of your letter dated October 31, 2104 concerning customer, your client, Ms. [redacted]. Upon receipt of your letter, we investigated her claim and below are the facts and our resolution of the matter, based on the notes in Ms. [redacted]’s account. As an initial matter, please note that we contacted Ms. [redacted] by phone and informed her that we had voided the remaining balance on her account and refunded her credit card in the amount of $72.94, which constitutes all charges that Ms. [redacted] incurred from our company. Ms. [redacted] stated that she was satisfied with the resolution and considers this matter closed. Ms. [redacted] will no longer receive any charges or shipments from our company and her account with us is closed. Our records indicate that, Ms. [redacted] placed her order through our website, www.getbellaplex.co.uk, on August 25, 2014 for a 60 day supply of our Bellaplex rejuvenating Treatment (“Bellaplex”). At the time Ms. [redacted] placed her order, she enrolled in our 30 day Risk-Free Trial program for Bellaplex and paid $2.99 for shipping and processing of the shipment. In order for the online transaction to have been processed by our company, Ms. [redacted] was required to check off a box which confirmed her acceptance to the terms and conditions of the Risk-Free Trial. These terms and conditions are displayed on the order page where the customer enters their credit card information. The system is set up to reject the order in the event the customer does not click this box.  As per the terms and conditions of the Risk-Free Trial, Ms. [redacted] was informed that she would receive 2 full size bottles of Bellaplex to try risk-free for 30 days. In exchange, Ms. [redacted] agreed that the credit card she provided would automatically be charged 2 monthly payments of $69.95, the cost of these 2 bottles, unless she contacted customer service for return instructions before the expiration of her 30 day Risk-Free Trial period and returned the 2 bottles as instructed. Please note that we offer our customers “Risk-Free Trials” of our products. The point of the Risk-Free Trial is to allow the customer to try full size products for a full 30 days so that they can feel and see the results before they have to make the decision to buy them. These products are not samples and therefore we inform our customers that they will be responsible for the cost of the merchandise unless they return them as instructed. Included in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandise. Additionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transit. When a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through their postal carrier and request they obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns department.  Our records indicate that Ms. [redacted] did not contact customer service at any point during her 30 day Risk-Free Trial period, nor did we receive a return of the shipment in our returns department. Therefore, on October 1, 2014, we charged Ms. [redacted] for her first monthly payment in accordance with the terms and conditions of the Risk-Free Trial. Upon review of Ms. [redacted]’s account, we see that she contacted our customer service department on October 29, 2014, and spoke with one of our customer service representatives in regards to her account. During that call, the representative provided Ms. [redacted] with all of the return instructions for her second shipment, including Return Number #[redacted] and advised her that we must receive her return no later than November 12, 2014 to avoid future charges.  On October 31, 2014 Ms. [redacted] initiated a dispute with her credit card company. Our return department attempted to issue Ms. [redacted] a refund in the amount of $69.95 but was unable to do so because of a dispute filed by Ms. [redacted] with her credit card company. This dispute delayed the issue of the refund for Ms. [redacted]. We apologize that Ms. [redacted] experienced difficulties when she attempted to get in contact with a representative from our company. Our customer service department has many different points of contact, including phone, voicemail, written correspondence and email. Additionally, our customer service department is available 7 days a week, with extended hours from 8 am – 10 pm, for the convenience of working individuals. Upon receiving your notice of the claim, we contacted Ms. [redacted] by phone and informed her that we had voided the remaining balance on her account and refunded her credit card in the amount of $72.94, which constitutes all charges that Ms. [redacted] incurred from our company. Ms. [redacted] will no longer receive any charges or shipments from our company and her account with us is closed. Please note that we strive to provide our consumers with the best customer service possible. We recognize that some customers’ return shipments may not always be properly received in our warehouse due to shipment errors or a multitude of other reasons. Therefore, our company policy dictates that we immediately refund and void the account balance of a customer who calls our customer service department and clams that they have returned the products to our company as instructed. While we encourage our customers to obtain a Delivery Confirmation Number as proof of the return so that we may more efficiently locate their shipment, this policy applies regardless of whether or not the customer is able to provide us with a Delivery confirmation Number. Moreover, our Quality Assurance department ensures that this policy is followed by regularly monitoring calls and taking appropriate action when necessary to remedy a representative’s failure to adhere to company policy. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused Ms. [redacted] and greatly appreciate the opportunity to clarify this matter. We hope that we have resolved this complaint to Ms. [redacted]’s and your satisfaction. Please feel free to contact our office if you should have any further questions regarding this account.

Hydroxatone, LLC[redacted]
[redacted]            11/11/2014                 
[redacted]Revdex.com of New Jersey[redacted]...

[redacted]
 RE: CASE # [redacted] Dear [redacted] We are in receipt of your letter dated October 24, 2014 concerning customer, your client, [redacted].  Upon receipt of your letter, we investigated her claim and below are the facts as well as our resolution of the matter based on the notes in [redacted]’ account. As an initial matter, please note that we voided the balance on [redacted]’ account and refunded her credit card in the amount of $75.19, which constitutes all charges that [redacted] incurred from our company. [redacted] will no longer receive any charges or shipments from our company and her account with us is closed. Our records indicate that [redacted] placed her order online through our website www.trybbcream.com on August 12, 2014 for 2 tubes of Hydroxatone BB Cream and a 30 day Hydroxatone Toner supply (“BB Cream”). At the time [redacted] placed her order, she enrolled in our 30 day Risk-Free Trial program for product and paid $2.14 for shipping and processing of the shipment.   In order for the online transaction to have been processed by our company, [redacted] was required to check off a box which confirmed her acceptance to the terms and conditions of the Risk-Free Trial. These terms and conditions are displayed on the order page where the customer enters their credit card information. The system is set up to reject the order in the event the customer does not click this box. As per the terms and conditions of the Risk-Free Trial, [redacted] was informed that she would receive 2 full size bottles of BB Cream to try risk-free for 30 days. In exchange, [redacted] agreed that the credit card she provided would automatically be charged 2 monthly payments of $69.95, plus a small shipping and processing fee, the cost of these 2 bottles, unless she contacted customer service for return instructions before the expiration of her 30 day Risk-Free Trial period and returned the BB Cream as instructed. Please note that we offer our customers “Risk-Free Trials” of our products. The point of the Risk-Free Trial is to allow the customer to try full size products for a full 30 days so that they can feel and see the results before they have to make the decision to buy them. These products are not samples and therefore we inform our customers that they will be responsible for the cost of the merchandise unless they return them as instructed.Included in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandise. Additionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transit. When a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service ([redacted] and request that they obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a return number to put on the outside of their package when they call for return instructions to ensure expedited processing with our returns department.   Our records indicate that [redacted] did not contact customer service at any point during her 30 day Risk-Free Trial period, nor did we receive a return of the shipment in our returns department. Therefore, on September 18, 2014, we attempted to charge [redacted] for her first monthly payment of $75.19 in accordance with the terms and conditions of the Risk-Free Trial.   Upon review of [redacted]’ account, we see that she contacted our customer service department on October 9, 2014 for the first time and stated that she wanted to return her product and wanted a refund despite being 22 days past her 30 day Risk Free Trial expiration date.  Our warehouse had received [redacted]’ return after her 30 day expiration date and therefore issued a store credit in the sum of $75.19 in accordance with our company policy. This was explained to [redacted] by our customer service representatives.    Upon receipt of our complaint, we refunded [redacted] her total amount of $75.19 on November 4, 2014, and have attempted to contact [redacted] to inform her of this.   [redacted] stated in her complaint that she was dissatisfied with the customer service she received from the representative she spoke with regarding her account. Please note that we train all of our customer service representatives to be professional and courteous with all of our customers. Providing outstanding customer service is a top priority of our company, so we take complaints of this nature very seriously. Our Quality Assurance department has the ability to pull and review all customer service calls and will take appropriate remedial action, when necessary, to ensure the ongoing satisfaction of our customers. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused [redacted] and we greatly appreciate the opportunity to clarify this matter. We hope that we have resolved this complaint to [redacted]’ satisfaction as well as yours.  Please feel free to contact our office if you should have any further questions regarding this account.   Sincerely,  
[redacted]Customer Service Compliance Associate[redacted]

Dear Ms. [redacted], We are in receipt of your letter dated November 28, 2014concerning customer, Ms. [redacted]. Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of thematter, based on the notes in Ms. [redacted]’s account. As an initial matter,...

pleasenote that we have voided the balance of $69.95 due on Ms. [redacted]’s account and refundedher credit card in the amount of $73.90, which constitutes all charges that Ms.Grant incurred from our company. Ms. [redacted] will no longer receive any chargesor shipments from our company and her account with us is closed.  Our records indicate that Ms. [redacted] called to place an orderon October 16, 2014 with one of our sales representatives for the HydroxatoneAm/Pm Anti-Wrinkle Complex. At the time Ms. [redacted] placed her order, sheenrolled in our 30 day Risk-Free Trial offer for Hydroxatone and paid $3.95 forshipping and processing of the shipment. We train all sales representatives to read from an approvedscript verbatim to ensure that the terms and conditions of an offer arecommunicated clearly and correctly to the customer. After these terms andconditions are read, the representative must obtain a clear verbal acceptancefrom the customer to process the order. The representative will not process theorder if the customer either declines the trial offer or fails to issue aresponse to the offer. All sales confirmation calls are recorded and archived toensure compliance. After reviewing the recording of the call placed by [redacted] we confirmed that she accepted the “Try It Before You Buy It” offer of Hydroxatoneby verbally agreeing to the terms and conditions of the Risk-Free Trial. As perthe terms and conditions read during the initial sales call, our salesrepresentative informed Ms. [redacted] that she would receive 2 jars of Hydroxatone totry Risk-Free for 30 days. In exchange, Ms. [redacted] agreed to be charged 2monthly payments of $69.95, the cost of each jar of Hydroxatone, unless shecontacted customer service for return instructions before the expiration oftheir 30 day trial period and returned the 2 jars as instructed. Please note that we offer our customers“Risk-Free Trials” of our products. The point of the Risk-Free Trial is toallow the customer to try full size products for a full 30 days so that theycan feel and see the results before they have to make the decision to buy them.These products are not samples and therefore we inform our customers that theywill be responsible for the cost of the merchandise unless they return them asinstructed. Included in all of our shipmentsis an invoice outlining the specific bill dates and amounts that will becharged to the customer if they decide to keep the merchandise. Additionally,we request that the customer contact our customer service department in theevent they wish to obtain return instructions, thereby ensuring that theirpackage will be properly received and processed by our returns department andthat they will not be charged for the products while their return is intransit. When a customer calls in for return instructions, we direct them toreturn the products, whether used, empty or full, through the United StatesPostal Service (USPS) and request they obtain a Delivery Confirmation Number asproof of the return. We also provide the customer with a Return Number to puton the outside of their package to ensure expedited processing with our returnsdepartment.  Upon review of Ms. [redacted]’saccount, we see that she contacted ourcustomer service department on November 7, 2014, and spoke with one of ourcustomer service representatives in regards to her account. During that call,the representative provided Ms. [redacted] with allof the return instructions, including Return Number 3146633, and advised herthat we must receive her return no later than November 21, 2014 to avoid futurecharges. According to our records, our returns department received [redacted] shipment on November 28, 2014, the same dayshe was charged for the first scheduled payment as per the terms and conditionsof the Risk-Free Trial. However, due to the return Ms. [redacted]’s credit card was refunded the same day. Additionally, on December3, 2014, as a measure of good faith we refunded Ms. [redacted]’s credit card an additional $3.95, which constitutes allcharges that she incurred from our company. Ms. [redacted] informed us in hercomplaint that she incurred overdraft fees on her credit card account as aresult of our charges. At this time, we are unable to process a refund forthese fees because we have not received proper documentation of the chargesfrom Ms. [redacted]. We request that Ms. [redacted] provide us with the portion of her creditcard statement which indicates that we are in fact responsible for thosecharges. Upon receiving such documentation, we will issue Ms. [redacted] a refund ifit is deemed that we are responsible for those overdraft charges. Thank you for bringing this matter to our attention. We doapologize for any inconvenience this may have caused Ms. [redacted] and greatlyappreciate the opportunity to clarify this matter. We hope that we haveresolved this complaint to Ms. [redacted]’s and your satisfaction. Please feel freeto contact our office if you should have any further questions regarding thisaccount.   Sincerely,   [redacted]Customer Service Compliance AssociatePhone ([redacted]Fax [redacted]

We are in receipt of your letter dated November 3, 2014 concerning customer, your client, Ms. [redacted] Upon receipt of your letter, we investigated her claim and below are the facts and our resolution of the matter, based on the notes in Ms. [redacted]’s account. As an initial matter, please note...

that we contacted Ms. [redacted] by phone and informed her that we have issued a refund in the sum of $157.09, which constitutes all the disputed charges incurred by our company. Ms. [redacted] stated that she was satisfied with the resolution and considers this matter closed.  Our records indicate that Ms. [redacted] initially called and placed an order on May 30, 2014 with our automated voice response system (“IVR System”). At the time Ms. [redacted] placed her order, she enrolled in the 30 day Risk-Free Trial program for our Hydrolyze Intensive Under Eye and paid $8.45 for shipping and processing of the shipment. Our IVR System has the advantage of ensuring consistency in that a customer cannot accept an offer until the terms and conditions are first read by the system verbatim. After the terms and conditions are read, the system needs verbal acceptance from the customer to process the order. The system will not process an order if the customer either declines the trial offer or fails to provide a response to the offer.  All sales confirmation calls are recorded and archived to ensure compliance. After reviewing the recording of the call placed by Ms. [redacted], we confirmed that she accepted the “Try It Before You Buy It” offer of Hydrolyze by verbally agreeing to the terms and conditions of the Risk-Free Trial. As per the terms and conditions read during the initial sales call, our IVR System informed Ms. [redacted] that she would receive 2 jars of Hydrolyze to try Risk-Free for 30 days. In exchange, Ms. [redacted] agreed to be charged 2 monthly payments of $69.95, the cost of each bottle of Hydrolyze, unless she contacted customer service for return instructions before the expiration of her 30 day trial period and returned the 2 bottles as instructed. Lastly, Ms. [redacted] was informed that she would receive 2 new bottles of product every 60 days unless she contacted our customer service department to remove her account from the Beauty Auto-Shipment Program. A customer is also removed from the Beauty Auto-Shipment Program if they return the Risk-Free Trial merchandise or any subsequent auto-shipments to our warehouse. Please note that we offer our customers “Risk-Free Trials” of our products. The point of the Risk-Free Trial is to allow the customer to try full size products for a full 30 days so that they can feel and see the results before they have to make the decision to buy them. These products are not samples and therefore we inform our customers that they will be responsible for the cost of the merchandise unless they return them as instructed. Included in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandise. Additionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transit. When a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request they obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns department.  Our records indicate that Ms. [redacted] did not contact customer service at any point during her 30 day Risk-Free Trial period, nor did we receive a return of the shipment in our returns department. As a result, we charged her first monthly payment of $74.32 on July 12, 2014. Our records indicate that that Ms. [redacted] contacted our customer service department on July 17, 2014, and spoke with one of our customer service representatives in regards to her account. During that call, the representative provided Ms. [redacted] with a discount of $21.25 on the cost of the Hydrolyze products. Accordingly, on August 11, 2014 Ms. [redacted] was charged the second monthly payment of $53.07 for her first shipment of Hydrolyze.  On August 4, 2014, and pursuant to the terms of the beauty auto ship program, Ms. [redacted] was sent her second shipment of Hydrolyze. According to our records, Ms. [redacted] contacted us on August 22, 2014 and spoke with one of our customer service representatives. During this call she was provided with all return instructions and a return authorization number, #[redacted] and advised that we must receive the products no later than September 5, 2014 to avoid future charges.   According to our records, our returns department did not receive Ms. [redacted]’s return. Therefore, Ms. [redacted]’s return was not processed before the expiration of her 30-day trial period. As a result, she was automatically charged for her monthly payments of $74.32 on September 17, 2014 and October 12, 2014. On October 28, 2014 Ms. [redacted] initiated a dispute with her credit card company for the cost of the goods, plus sales tax.  Upon receiving your notice of the claim, we contacted Ms. [redacted] by phone and informed her that we have issued a refund in the sum of $157.09, which constitutes all the disputed charges incurred by our company, including shipping and processing. Ms. [redacted] stated that she was satisfied with the resolution and considers this matter closed. Please note that we strive to provide our consumers with the best customer service possible. We recognize that some customers’ return shipments may not always be properly received in our warehouse due to shipment errors or a multitude of other reasons. Therefore, our company policy dictates that we immediately refund and void the account balance of a customer who calls our customer service department and clams that they have returned the products to our company as instructed. While we encourage our customers to obtain a Delivery Confirmation Number as proof of the return so that we may more efficiently locate their shipment, this policy applies regardless of whether or not the customer is able to provide us with a Delivery confirmation Number. Moreover, our Quality Assurance department ensures that this policy is followed by regularly monitoring calls and taking appropriate action when necessary to remedy a representative’s failure to adhere to company policy. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused Ms. [redacted] and greatly appreciate the opportunity to clarify this matter. We hope that we have resolved this complaint to Ms. [redacted]’s and your satisfaction. Please feel free to contact our office if you should have any further questions regarding this account.

Good Afternoon, Please see attached response to the complaint of [redacted].  If you need anything further, please let me know.

We are in receipt of your letter dated June 16, 2015, concerning customer, [redacted]. Upon receipt of your letter, we investigated his claim and below are the facts and our resolution of the matter, based on the notes in Mr. [redacted]l’s account. As an initial matter, please note...

that we would like to apologize to Mr. [redacted]l for any inconvenience this may have caused. As a measure of good faith, on June 16, 2015, we refunded Mr. [redacted]l’s credit card in the amount of $76.90 ($69.95 cost of the product $6.95 shipping and processing).  Mr. [redacted]l’s account with us is closed.Our records indicate that, Mr. [redacted] placed an order through our website, www.hydroxatonetrial.com, on August 27, 2014, for the Hydroxatone Am/Pm Anti-Wrinkle Complex (“Hydroxatone”). At the time Mr. [redacted]l placed his order, he enrolled in our 30 day Risk-Free Trial program for Hydroxatone and paid $6.95, for shipping andprocessing of the shipment.  In order for the online transaction to have been processed by our company, Mr. [redacted]l was required to check off a box which confirmed his acceptance to the terms and conditions of the Risk-Free Trial. These terms and conditions are displayed on the order page where the customer enters their credit card information. The system is set up to reject the order in the event the customer does not click this box. Per the terms and conditions of the Risk-Free Trial, Mr. [redacted]l was informed that he would receive the Hydroxatone to try risk-free for 30 days. In exchange, Mr. [redacted]l agreed that the credit card he provided would automatically be charged 2 monthly payments of $69.95, the cost of the Hydroxatone, unless he contacted customer service for return instructions before the expiration of his 30 day Risk-Free Trial period and returned the Hydroxatone as instructed. Lastly, Mr. [redacted]l was informedthat he would receive a new shipment of Hydroxatone every 60 days unless he contacted our customer service department to remove his account from the BeautyAuto-Shipment Program. A customer is also removed from the Beauty Auto-Shipment Program when they return the Risk-Free Trial merchandise or any subsequentauto-shipments to our warehouse. Please note that we offer our customers “Risk-Free Trials” of our products: the benefit of the Risk-Free Trial is to allow the customer to try full size products for a full 30 days so, they can feel and see the results before making the decision to buy.  These products are not samples; we inform our customers they are responsible for the cost of the merchandise unless it is returned as instructed.Included in all of our shipments is an invoice with the specific bill dates along with the amounts the customer will be charged if the customer decides to keep the merchandise. Additionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transit.Our records indicate that Mr. [redacted]l did not contact customer service at any point during his 30 day Risk-Free Trial period, nor did we receive a return of the shipment in our returns department. Therefore, we charged Mr. [redacted]l for his monthly payments in accordance with the terms and conditions of the Risk-Free Trial. Upon review of Mr. [redacted]l’s account, we see that he contacted our customer service department on October 7, 2014, and spoke with one of our customer service representatives in regard to his account.  The representative provided Mr. [redacted]l with the return instructions, including Return Number 3104919, and advised Mr. [redacted]lthat we must receive his return no later than October 22, 2014, to avoid future charges. Mr. [redacted]l’s return was received, processed and a stored credit was issued on November 10, 2014, in accordance with the terms and conditions of the Risk-Free Trial.  Asmeasure of good faith, on June 16, 2014 we refunded Mr. [redacted]l’s credit card in the amount of $76.90, which constitutes all charges that Mr. [redacted]l incurredfrom our company for product. Thank you for bringing this matter to our attention. Once again, we sincerely apologize for any inconvenience this may have caused Mr. [redacted]l and greatly appreciate the opportunity to clarify this matter. We hope that we have resolved this complaint to Mr. [redacted]l’s and your satisfaction. Please feel free to contact our office if you should have any further questions regarding this account.

...

                                                                                       We are in receipt of your letter dated July 7, 2015 concerning citizen, Ms. [redacted].    Thank you for bringing this matter to ourattention.  We were unaware this was not a bonafide order.  We do apologize for any inconvenience or confusion this may have caused Ms. [redacted] and appreciate the opportunity to clarify this matter.Our records indicate that the order was placed on June 30, 2015 through an affiliate.   We have refunded Ms. [redacted] credit card in the amount of $1.99, which represents all the charges that were incurred from our company.  Ms. [redacted] may keep the merchandise in her possession without obligation to make a payment.    The account established in Ms. [redacted]’s name has been closed.   Please let Ms. [redacted] know we have added her name, address and email address to our Do Not Solicit File. We hope that we have resolved this complaint to Ms. [redacted]’s and your satisfaction. In our continuing efforts to remain a good  corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact our office if you should have any further questions regarding this account.

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Description: Skin Care, Internet Shopping, Infomercials, Beauty Consultant

Address: 100 Town Square Place, Fl. 6, Jersey City, New Jersey, United States, 07310

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