Hydroxatone

...

                                        ...⇄          We are in receipt of your letter dated June 24, 2015 concerning customer, Ms. [redacted].  Upon receipt of your letter, we have investigated Ms. [redacted]’s complaint and below are the findings as wells as our resolution of matter based on the notes in Ms. [redacted]’s account.  On June 9, 2015, Ms. [redacted] initiated a chargeback through her credit card company.  As Ms. [redacted] has been issued a refunded in the amount of $69.95, through her credit card company’s chargeback process, I am unable to directly process a refund.  Ms. [redacted]’s account with us has been canceled.Our records indicate that Ms. [redacted] initially called and placed an order on April 3, 2015, with our automated voice response system (“IVR System”) for our Intensive Hydrolyze Undereye Formula (“Hydrolyze”).  At the time Ms. [redacted] placed her order, she enrolled in the 30 day Risk-Free Trial program for our Hydrolyze 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 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. Per the terms and conditions of sale, Ms. [redacted] agreed to receive the Hydrolyze Risk-Free for 30 days. In exchange, Ms. [redacted] agreed to be charged 2 monthly payments of $69.95, the cost of the Hydrolyze, unless she contacted customer service for return instructions before the expiration of the 30 day trial period and returned the Hydrolyze as instructed.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 a decision to purchase.  These products are not samples; our customers informed they will be responsible for the cost ofthe products unless they returned as instructed.Included in all of our shipments is an invoice with specific bill dates and amounts customer will be charged if they decide to keep the products.  We request customer contact our customer service department to obtain retain instructions in the event they wish to return the products, 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.  Upon review of Ms. [redacted]’s account, we see that she contacted our customer service department on April 27, 2015, and spoke with one of our customer service representatives in regard to her account. During that call, the representative provided Ms. [redacted] with all of the return instructions, including Return Number 341901, and advised her that we must receive her return no later than May 11, 2015 to avoid future charges.When we did not receive Ms. [redacted]’s return by May 11, 2015 we charged Ms. [redacted]’s credit card in accordance with the terms and conditions of the Risk-Free Trial, for her first monthly payment on May 25, 2015, in the amount of $69.95.  On June 5, 2015, Ms. [redacted] contacted us, in regard to the charge on her credit card.  Therepresentative informed Ms. [redacted]; we had no record of receiving her returned shipment and advised upon receipt of the returned shipment Ms. [redacted] wouldreceive a refund of the purchase price.  On June 9, 2015, Ms. [redacted] initiated a chargeback through her credit card company. As Ms. [redacted] has been issued a refunded in the amount of $69.95, through her credit card company’s chargeback process, I am unable to directly process a refund.  Ms. [redacted]’s account with us has been  canceled.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]’s and your satisfaction. Please feel free to contact our office if you should have any further questions regarding this account.

Review: Towards the end of May I ordered Anti-Aging cream from Hydroxatone. The order came and was a 3 ounce bottle of Gentle Milky Cleanser and two 1.5 ounce bottles of Sunscreen with the agreement that this was a trial with nothing else to buy. Six ounces total. On 6-9-13 my credit card was charged $69.95. I called Hydroxatone at 800-672-2259 and talked to a sales representative and my understanding was that I should not have been charged the $69.95 and he was going to take care of it and close out my account, thinking that I was to never hear form them again. Well, instead of taking off the charge, I was charged $69.95 again on 6-12-13. That's $139.90. I thought it was a simple mistake and call Hydroxatone again and talked to Jason at Ext-583. He said the $139.90 charge was correct, the cream was not returned so I was charged for what I received and $69.95 to close out my account. He also said that he would refund $40.00 and supposedly put that through. I have not received it yet.Desired Settlement: I feel that I was not given the complete details of the agreement. An agreement that I never would have agreed to if I had seen it. If I had agreed to their terms, it would not be right to come back and start charging 30 days after it was ordered. I offered to send the 6 oz back and Jason said he could not take it. None of it has been used. $139.90 is too much for a person on a set income and I want a full reimbursement.

Business

Response:

We are in receipt of your letter dated June 14, 2013concerning customer, Mr. [redacted]. Upon receipt of your letter, weinvestigated his claim and below are the facts and our resolution of thematter, based on the notes in Mr. [redacted]’ account. As an initial matter, pleasenote that we have refunded his credit card in the amount of $141.89, whichconstitutes all charges that Mr. [redacted] incurred from our company. Mr. [redacted]will no longer receive any charges or shipments from our company and hisaccount with us is closed. Additionally, Mr. [redacted] may keep the merchandise inhis possession without further obligation to make a payment. Ourrecords indicate that, Mr. [redacted] placed his order throughour website, www.trybbcream.com, on May 1, 2013 forthe Hydroxatone BB Cream. At the time Mr. [redacted] placed his order, heenrolled in our 30 day Risk-Free Trial program for Hydroxatoneand paid $1.99 for shipping and processing of the shipment. In order for the online transaction to have been processed by ourcompany, Mr.[redacted] was required to check off a box whichconfirmed his acceptance to the terms and conditions of the Risk-Free Trial.These terms and conditions are displayed on the order page where the customerenters their credit card information. The system is set up to reject the orderin the event the customer does not click this box. As per the terms and conditions of the Risk-Free Trial, Mr. [redacted] was informed that he would receive 2 full size bottles of HydroxatoneBB Cream to try risk-free for 30 days. In exchange, Mr. [redacted] agreed that the credit card he provided wouldautomatically be charged 2 monthly payments of $69.95, the cost of these 2 bottles,unless he contacted customer service for return instructions before theexpiration of his 30 day Risk-Free Trial period and returned the 2 bottles asinstructed. 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 shipments is an invoice outliningthe specific bill dates and amounts that will be charged to the customer ifthey decide 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] didnot contact customer service at any point during his 30 day Risk-Free Trialperiod, nor did we receive a return of the shipment in our returns department.Therefore, on June 9, 2013, we charged Mr. [redacted] for his first monthly paymentin accordance with the terms and conditions of the Risk-Free Trial. Upon review of Mr. [redacted]’ account, we see that hecontacted us on June 12, 2013 and spoke with one of our customer servicerepresentatives in regards to his account. The representative reviewed theterms and conditions that Mr. [redacted] agreed to during his initial sales calland explained that, based on these terms and conditions, Mr. [redacted] was chargedfor one of his two monthly payments. Additionally, Mr. [redacted] agreed to pay thefinal scheduled payment. Mr. [redacted]’ credit card was charged $69.95 and hisaccount was closed. On June 14, 2013, Mr. [redacted] contacted our customer service department again and spoke with anotherone of our customer service representatives. The representative reviewedthe terms and conditions also, as well as the charges. However, as a courtesy,the representative refunded Mr. [redacted]’ credit card in the amount of $40.00. Upon receiving your notice of the claim, we refunded Mr.[redacted]’ credit card in the amount of $101.89, which constitutes all chargesthat he incurred from our company. Mr. [redacted] will see this refund back on hisaccount in 2 to 5 business days from the date of this letter. Mr. [redacted] willno longer receive any charges or shipments from our company and his accountwith us is closed. Additionally, Mr. [redacted] may keep the merchandise in hispossession without further obligation to make a payment. Thankyou for bringing this matter to our attention. We appreciate the opportunity toclarify this matter. We hope that we have resolved this complaint to Mr.[redacted]’ and your satisfaction. Please feel free to contact our office if youshould have any further questions regarding this account.

Consumer

Response:

[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.]

[redacted] and find that this resolution is satisfactory to me.

Review: We live in military housing, I contacted the company explaining that I needed to cancel my order due to finding out our houses are being bulldozed and we are moving so I will not receive the package, I was told that I will still be charged if I do not return the item that I will not be receiving, I requested to speak to a supervisor and was told no, I asked to cancel my account and the guy did nothing but give me every excuse in the book and tell me no until I threatened to contact a lawyer about the issueI have paid for these products and now will not even be receiving them nor will I ever order from them againHORRIBLE BUSINESS!!!!!
Spoke to "[redacted]"? Ext[redacted]Desired Settlement: I just want the refund for the amount I purchased and my account cancelled
Business
Response:
We are in receipt of your letter dated June 10, concerning customer 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] accountAs an initial matter, please note that we spoke to Ms[redacted] by phone on June 10, and by e-mail on June 24, We informed her by e-mail that her account was closed and that we showed that there are no open balances as they were cleared when she spoke to our representative on June 10, Her account balance is cleared and her shipping and processing charges of $for her Hydroxatone trial and $for her Bellaplex trial were refunded on June 23, Our records indicate that Ms[redacted] placed her order through our website: www.hydroxatonetrial.com on June 9, for a Hydroxatone and Bellaplex Risk Free TrialAt the time Ms[redacted] placed her order, she enrolled in our day Risk-Free Trial program for Bellaplex and day Risk-Free Trial for HydroxatoneShe proceeded to pay $for shipping and processing for each of the two orders, totaling her charges to be $strictly for shipping and processing of the orders, not the total of her order valueIn 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 Trials she orderedThese terms and conditions are displayed on the order page where she entered her credit card informationThe system is set up to reject the order in the event the customer does not click this boxAs per the terms and conditions of the Risk-Free Trial, Ms[redacted] was informed that she would receive full size jars of Hydroxatone and full size bottles of Bellaplex to try risk-free for daysIn exchange, Ms[redacted] agreed that the credit card she provided would automatically be charged monthly payments of $for each Hydroxatone jar, one charge on day after receiving her order and the second charge for the second jar days after the first chargeThe same applied for the monthly payments of $for her Bellaplex order, to be charged and days after receiving the order for each Bellaplex bottleEach jar and bottle valued at $would be charged to her card unless she contacted customer service for return instructions before the expiration of her day Risk-Free Trial period and returned the jars and bottles as instructedPlease note that we offer our customers "Risk-Free Trials" of our productsThe point of the Risk-Free Trial is to allow the customer to try full size products for a full days so that they can feel and see the results before they have to make the decision to buy themThese 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 instructedIncluded 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 merchandiseAdditionally, 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 transitWhen 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 returnWe also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns departmentUpon review of Ms[redacted] account, we see that she contacted our customer service department on June 10, and spoke with one of our customer service representatives regarding to her accountDuring that call, the representative provided Ms[redacted] with all of the return instructions, as well as explanation of terms and conditionsThe representative also cleared the balance on the account for the cost of the products in order to accommodate Ms[redacted] stated in her complaint that she was dissatisfied with the customer service she received from the representative she spoke with on June 10, 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 mannerFurthermore, 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 protocolPlease note that we train all of our customer service representatives to be professional and courteous with all of our customersProviding outstanding customer service is a top priority of our company, so we take complaints of this nature very seriouslyOur 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 customersThank you for bringing this matter to our attentionWe do apologize for any inconvenience this may have caused Ms[redacted] and greatly appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to both Ms[redacted] satisfaction as well as yoursPlease feel free to contact our office if you should have any further questions regarding this account

Review: I was informed I only had to pay $1.99 for shipping and handling for a FREE offer. I was later charged over $150.00 for this product. I have tried to contact them to tell them that I did not sign up to buy the product but just to get the offer. They had never gotten back to me. Now they are calling me trying to collect the money, that I am NOT paying them.Desired Settlement: To stop contacting me, and to wipe my bill out completely to a $0.00 balance.

Business

Response:

We are in receipt of your letter dated February 24, 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,please note that we have voided the balance of $209.85 due on Ms. [redacted]’saccount and refunded her credit card in the amount of $79.89, which constitutesall charges that Ms. [redacted] incurred from our company. Ms. [redacted] will nolonger receive any charges, shipments or non-payment notification letters fromour company and her account with us is closed. It should be noted that ourefforts to collect on delinquent accounts never include reporting delinquencyor charge off information to credit bureaus. Our records indicate that, Ms. [redacted] placed her order through our website, www.hydroxatonetrial.com,on November 11, 2013 for the Hydroxatone Am/PmAnti-Wrinkle Complex. At the time Ms. [redacted] placed her order, sheenrolled in our 30 day Risk-Free Trial program for Hydroxatoneand 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. As per the terms and conditionsof the Risk-Free Trial, Ms. [redacted] wasinformed that she would receive 2 full size jars of Hydroxatone to tryrisk-free for 30 days. In exchange, Ms. [redacted] agreed that the credit card she provided would automatically be charged2 monthly payments of $69.95, the cost of these 2 jars, unless she contactedcustomer service for return instructions before the expiration of her 30 dayRisk-Free Trial period and returned the 2 jars as instructed. Lastly, Ms.[redacted] was informed that she would receive 2 new jarsof Hydroxatone every 60 days unless she contacted our customer servicedepartment to remove her account from the Beauty Auto-Shipment Program. Acustomer 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 products. The point of the Risk-Free Trial is to allow the customer totry full size products for a full 30 days so that they can feel and see the resultsbefore they have to make the decision to buy them. These products are notsamples and therefore we inform our customers that they will be responsible forthe cost of the merchandise unless they return them as instructed. Included in all of our shipments is an invoice outliningthe specific bill dates and amounts that will be charged to the customer ifthey decide 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. We did not hear back from Ms. [redacted], at any pointduring her Risk-Free Trial, nor did we receive the shipment back in our returnsdepartment. Therefore, we attempted to charge Ms. [redacted] for her monthlypayments in accordance with the terms and conditions of the Risk-Free Trial. Whenthe charges on Ms. [redacted]’s credit card did not go through, her account wasplaced in a delinquent status and as a result, she received a non-paymentnotification letter. In the meantime, because Ms. [redacted]’s account had beenset up for the Beauty Auto-Shipment Program, and because she didn’t call tocancel her account from the Beauty Auto-Shipment Program or return any of themerchandise to our warehouse, a second shipment of 2 jars of Hydroxatone was sent to Ms. [redacted] on January 6,2014 and her credit card was charged $7.95 for the cost of shipping andprocessing. On February 20, 2014, we charged Ms. [redacted] for herfirst monthly payment, for the January 6, 2014 shipment, in accordance with theterms and conditions of the Risk-Free Trial. Upon receiving your notice of the claim, we voided thebalance of $209.85 due on Ms. [redacted]’s account and refunded her credit cardin the amount of $79.89, which constitutes all charges that Ms. [redacted]incurred from our company. Ms. [redacted] will no longer receive any charges,shipments or 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 to creditbureaus. Thank you for bringing this matter to our attention. Wedo apologize for any inconvenience this may have caused Ms. [redacted] andgreatly appreciate the opportunity to clarify this matter. We hope that we haveresolved this complaint to Ms. [redacted]’s and your satisfaction. Please feelfree to contact our office if you should have any further questions regardingthis account. Sincerely,

Review: Ordered items for $1.99 with a "30 Day, Bottom of the Jar, Guarantee". I never even opened the package, called within the 30 days (as they require) and mailed it within 2 weeks there-after (as they require). Since then, I have been charged twice the amount of $69.95 for a product that I'm not even receiving. They refuse to refund my money and discontinue billing. What are my legal rights?Desired Settlement: Refund of $139.90 + $40 for two overdraft protection coverage, AND, cancel anymore shipments and no more billing me.

Business

Response:

Dear Ms. [redacted]

We are in receipt of your letter dated November 4, 2013

concerning customer, 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] account. As an initial matter, please

note that we have refunded her credit card in the amount of $139.90.

Additionally, we are sending Ms. [redacted]a check in the amount of $40.00, to

cover the cost of the overdraft fees that she incurred. Ms. [redacted]will receive

this check within 14 to 21 days from the date of this letter. Finally, 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.getluminique.com,

on August 18, 2013 for the Luminique. At the

time Ms. [redacted]placed her order, she enrolled in our 30 day Risk-Free Trial

program for Luminique and paid $1.99 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 jars of Luminique 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 jars, unless she contacted customer service for return

instructions before the expiration of her 30 day Risk-Free 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 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.

Upon review of Ms. [redacted]

account, we see that she contacted our

customer service department on September 4, 2013, 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, including Return Number 2569119, and advised her

that we must receive her return no later than September 18, 2013 to avoid

future charges.

Our records indicate that we did not receive a return of

the shipment in our returns department. Therefore, we charged Ms. [redacted]for her

first monthly payments in accordance with the terms and conditions of the Risk-Free

Trial.

Upon receiving your notice of the claim, we refunded Ms.

[redacted] credit card in the amount of $139.90. Additionally, we are sending her

a check in the amount of $40.00, to cover the cost of the overdraft fees that

she incurred. Ms. [redacted]will receive this check within 14 to 21 days from the

date of this letter. Finally, 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.

Sincerely,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I do not agree with some of their response due to the fact that some of the information is not true, but I will not dispute it as long as they completely follow through with what they agreed to. If they never received the returned product then it is their own fault for not providing a legitimate return address, or the fault of the USPS.

Thank you for your assistance in this matter, it is truly appreciated.

Regards,

Review: Hydrolyze - Never received

I ordered the " free sample" 4 months ago. Never received the product & cannot find any resource to get this rectified.

Why are they still allowed to run their commercial?! They advertise that they're trying to send out over 1 million. I think

they're only interested in obtaining our name & addresses to sell or rent.Desired Settlement: I would like to be contacted by this company indicating whether or not they can honor their televised offer or not!

Business

Response:

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 Ms.Jordan-[redacted]placed an order with our company. Therefore, Ms. [redacted] was notcharged by our company, nor was she shipped any of our products. Ms.Jordan-[redacted] may contact our customer service department at 1(800)672-2259 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]

Review: I emailed Hydroxytone to see if they had samples where I could try their product. I was returned an email that they did offer sample sizes. I called them to be sure that the email was correct. I did not want to be charged for more than the $6 shipping charge.I called Hydroxytone to be sure they had samples of their product. I said I did not want anything that would entail a membership, and I would not approve a charge to my card for more than the shipping fee of $6. All I wanted was a sample, and nothing more. They said they did have samples, all I pay is shipping of $6. I paid the shipping charge, and emailed them to assure them that I was not part of their monthly plan. They charged my credit card $69.95 instead of the $6 shipping. I called to get a refund. I was sent to India with someone who talks without listening, and she refused to refund me the money. I called again, and was sent to India with someone who talks without listening, and she refused to refund me the money. I called again, sand was sent to India with someone who talks without listening, and she refused to refund me the money.Desired Settlement: Refund of my Credit Card for $69.95

Business

Response:

We are in receipt of your letter dated February 15, 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 refunded Ms. [redacted]’s credit card in the amount of $141.89,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 heraccount with us is closed. Finally, Ms. [redacted] may keep the merchandise in herpossession without further obligation to make a payment. Our records indicate that, Ms. [redacted] placed her order through our website, www.hydroxatone.com,on August 6, 2013 for the Hydroxatone Am/PmAnti-Wrinkle Complex. At the time Ms. [redacted] placed her order, sheenrolled in our 30 day Risk-Free Trial program for Hydroxatoneand 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. As per the terms and conditionsof the Risk-Free Trial, Ms. [redacted] was informedthat she would receive 2 full size jars of Hydroxatone to try risk-free for 30days. In exchange, Ms. [redacted] agreed that thecredit card she provided would automatically be charged 2 monthly payments of $69.95,the cost of these 2 jars, unless she contacted customer service for returninstructions before the expiration of her 30 day Risk-Free Trial period andreturned 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 to allow the customer totry full size products for a full 30 days so that they can feel and see theresults before they have to make the decision to buy them. These products arenot samples and therefore we inform our customers that they will be responsiblefor the cost of the merchandise unless they return them as instructed. Included in all of our shipments is an invoice outliningthe specific bill dates and amounts that will be charged to the customer ifthey decide 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. Upon review of Ms. [redacted]’saccount, we see that she contacted ourcustomer service department on September 5, 2013, via e-mail. Ms. [redacted]requested to cancel any further shipments. We responded to Ms. [redacted]’s e-mailinforming 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 her30 day Risk-Free Trial, per the terms and conditions, if she does not callcustomer service for return instructions. Our records indicate that Ms. [redacted] did not contactcustomer service at any other point during her 30 day Risk-Free Trial period,nor did we receive a return of the shipment in our returns department.Therefore, we charged Ms. [redacted] for her monthly payments in accordance with theterms and conditions of the Risk-Free Trial. Upon review of Ms. [redacted]’s account, we see that shecontacted us on February 15, 2014 and spoke with one of our customer servicerepresentatives in regards to her account. The representative reviewed theterms and conditions that Ms. [redacted] agreed to during her initial order. Ms.[redacted] requested to speak to a supervisor, in which she was immediatelytransferred. The supervisor also explained the terms and conditions that Ms.[redacted] agreed to. Unfortunately, the call was disconnected before the supervisorcould further assist Ms. [redacted]. However, after the call ended the supervisorprocessed a refund of $69.95 back to Ms. [redacted]’s credit card. Upon receiving your notice of the claim, we refunded Ms.[redacted]’s credit card in the amount of $69.95, which constitutes all charges thatMs. [redacted] incurred from our company. Ms. [redacted] will no longer receive anycharges or shipments from our company and her account with us is closed.Finally, Ms. [redacted] may keep the merchandise in her possession without furtherobligation to make a payment. Thank you for bringing this matter to our attention. Wedo apologize for any inconvenience this may have caused Ms. [redacted] and greatlyappreciate the opportunity to clarify this matter. We hope that we have resolvedthis complaint to Ms. [redacted]’s and your satisfaction. Please feel free tocontact our office if you should have any further questions regarding thisaccount.

Review: Bellaplex/Luminique advertised that I could buy try 2 bottle trial offer of both products for 1.95. No where did it state that I would be charged additional amounts .I have tried to call them and reason with them but they are stating I must pay. They have sent me a bill in the amount of 139.90 for the bellaplex and the luminique bill states I owe 158.94. I have looked on the Revdex.com website and this business has received many complaints and their score is an F .They need to be accountable for their false advertising an d it is unfair for consumers to not be informed of these amounts before they sign up.Desired Settlement: 1) they need to change their advertising and explain on their website the amount that they will be charging 2)I do not want to pay the amount they are billing me .I have already paid what the advertised amount was .They are deceiving people and this needs to stop.thankyou

Business

Response:

We are in receipt of your letter dated November 12, 2013

concerning customer, 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 have voided the balance of $298.84 due on Ms. [redacted]’s

account and refunded her credit card in the amount of $139.90. Ms. [redacted] will

no longer receive any charges, shipments or non-payment notification letters from

our company and her account with us is closed. Additionally, Ms. [redacted] may

keep the merchandise in her possession without further obligation to make a

payment. It should be noted that our efforts to collect on delinquent accounts

never include reporting delinquency or charge off information to credit

bureaus.

Our records

indicate that, Ms. [redacted] placed her order through our website, www.[redacted].com,

on May 10, 2013 for Luminique. At the time Ms. [redacted] placed her order, she

enrolled in our 30 day Risk-Free Trial program for Luminique and paid $1.99 for

shipping and processing of the shipment. Additionally, Ms. [redacted] placed an

order for a 30 day Risk-Free Trial of Bellaplex, and paid $1.99 for the

shipping and processing of the shipment.

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 Trials. 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 orders in the event the customer does not click

this box.

As per the terms

and conditions of the Risk-Free Trials, Ms. [redacted] was informed that she would

receive 2 full size jars of Luminique, and 2 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 the 2 jars of Luminique, and 2 monthly payments of $69.95 for the cost of

the 2 bottles of Bellaplex, unless she contacted customer service for return

instructions before the expiration of her 30 day Risk-Free Trial periods and

returned the Luminique and Bellaplex as instructed. Lastly, Ms. [redacted] was

informed that she would receive 2 new jars of Luminique, and 2 new bottles of

Bellaplex, 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.

Our records indicate that Ms. [redacted] did not contact

customer service at any point during her 30 day Risk-Free Trial periods, nor

did we receive a return of either shipment in our returns department.

Therefore, on June 27, 2013, we charged Ms. [redacted] for her first monthly

payment for the Luminique in accordance with the terms and conditions of the

Risk-Free Trial. Additionally, we attempted to charge Ms. [redacted] for her first

monthly payment for the Bellaplex. When the charges on Ms. [redacted]’s credit

card did not go through, her order was placed in a delinquent status and as a

result, she began to 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 jars of Luminique was sent to Ms. [redacted] on July 12, 2013.

We did not hear

back from Ms. [redacted], at any point during her Risk-Free Trial of the July 12,

2013 shipment of Luminique, nor did we receive the shipment back in our returns

department. Therefore, we attempted to charge Ms. [redacted] for her first monthly

payment in accordance with the terms and conditions of the Risk-Free Trial. When

the charges on Ms. [redacted]’s credit card did not go through, her order was

placed in a delinquent status and as a result, she began to receive non-payment

notification letters.

Upon review of Ms.

[redacted]’s account, we see that she contacted us on September 12, 2013 and spoke

with one of our customer service representatives in regards to her account. The

representative reviewed the terms and conditions that Ms. [redacted] agreed to

during her initial order and explained why she was receiving non-payment

notification letters. Ms. [redacted] agreed to make the final payment due for the

May 10, 2013 order of Luminique, and her credit card was charged $69.95 on

September 19, 2013. However, because Ms. [redacted] did not call us back, she

continued to receive non-payment notification letters for the May 10, 2013

shipment of Bellaplex and the July 12, 2013 shipment of Luminique.

Upon receiving your notice of the claim, we voided the

balance of $298.84 due on Ms. [redacted]’s account and refunded her credit card in

the amount of $139.90. Ms. [redacted] will no longer receive any charges,

shipments or non-payment notification letters from our company and her account

with us is closed. Additionally, Ms. [redacted] may keep the merchandise in her

possession without further obligation to make a payment. It should be noted

that our efforts to collect on delinquent accounts never include reporting

delinquency or charge off information to credit bureaus.

Thank you for

bringing this matter to our attention. We 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.

Consumer

Response:

[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.]

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,

Review: I signed up for a free trial of Hydroxatone in late March of this year, After I received the product in April, I called Hydroxatone very early within the required time frame to ask for a return authorization number so that I could return the product and not be chargedI received the return authorization number and returned the product as directed through the post officeThat was in April of this year, Today, Tuesday, August 6, I received a Notice of Bad Credit Status dated July 29, from Hydroxatone stating that I owe the company $for the trial productI called Hydroxatone at the customer service number on the notice, 800-538-and spoke with TimI told him I got a return authorization number and returned the product in AprilHe said the company never received itHe asked me for the tracking number from when I returned the product and I told him I no longer have that information, this was from April, why would I still have that? He said the only way that they would clear the amount on the notice is for me to go to the post office and ask them to look up the information and then call Hydroxatone with itI told him I cannot do thatI no longer have any records from something I mailed from the post office over months ago and I also do not have the time to do that during the day, I have to be at workHe repeated that that is the only way to resolve the issueI told him I was reporting the company to the Revdex.com and I asked him for his nameHe only said Tim and refused to give me his last name or an extension or location at which he could be reachedI also told Tim that this was the very first notice I have received from Hydroxatone after more than months and he said that they mailed me several noticesIt is very strange that this is the only notice I have received, in August, over months after I returned the product.Desired Settlement: I would like Hydroxatone to void and/or delete that notice saying that I owe them $I returned the product just as they directedI firmly believe this is a scam for them to make money
Business
Response:
Dear Ms[redacted]
We are in receipt of your letter dated August 6,
concerning customer, 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 accountAs an initial matter, please
note that we have voided the balance of $due on Ms[redacted]’s accountMs
[redacted] will no longer receive any non-payment notification letters from our
company and her account with us is closedIt should be noted that our efforts
to collect on delinquent accounts never include reporting delinquency or charge
off information to credit bureaus
Our records indicate that Ms
[redacted] initially called and placed an order on April 4, with our
automated voice response system (“IVR System”)At the time Ms[redacted] placed her
order, she enrolled in the day Risk-Free Trial
program for our Hydroxatone Am/Pm Anti-Wrinkle Complex and paid $
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 verbatimAfter the terms and conditions are read, the
system needs verbal acceptance from the customer to process the orderThe
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 complianceAfter 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
and conditions of the Risk-Free TrialAs per the terms and conditions read
during the initial sales call, our IVR System informed Ms[redacted] that she
would receive jars of Hydroxatone to try
Risk-Free for daysIn exchange, Ms[redacted] agreed to be charged monthly
payments of $73.77, the cost of each jar of Hydroxatone,
unless she contacted customer service for return instructions before the expiration
of her day trial period and returned the jars as instructed
Please note that we offer our customers “Risk-Free Trials”
of our productsThe point of the Risk-Free Trial is to allow the customer to
try full size products for a full days so that they can feel and see the
results before they have to make the decision to buy themThese 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 merchandiseAdditionally, 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 transitWhen 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 returnWe also provide the customer
with a Return Number to put on the outside of their package to ensure expedited
processing with our returns department
Upon review of Ms[redacted]’s
account, we see that she contacted our
customer service department on April 11, 2013, and spoke with one of our
customer service representatives in regards to her accountDuring that call,
the representative provided Ms[redacted] with
all of the return instructions, including Return Number [redacted], and advised her
that we must receive her return no later than April 26, to avoid future
charges
According to our records, we did not receive the shipment
back in our returns departmentTherefore, we attempted to charge Ms[redacted]
for her monthly payments in accordance with the terms and conditions of the
Risk-Free TrialWhen the charges on Ms[redacted]’s credit card did not go
through, her account was placed in a delinquent status and as a result, she began
to receive non-payment notification letters
On August 6, 2013, Ms[redacted] contacted our customer
service department again and spoke with another one of our customer service
representatives in regards to her accountThe representative informed Ms
[redacted] that we did not receive the return shipmentTherefore, we attempted to
charge the scheduled payments but the charges were declined, which put Ms
[redacted]’s account in delinquencyThe representative asked Ms[redacted] if she
could provide the Delivery Confirmation Number associated with the return
shipmentUnfortunately, the call was disconnected before the rep could further
assist Ms[redacted]However, after the call the representative voided the
balance of $due on Ms[redacted]’s accountMs[redacted] will no longer
receive any non-payment notification letters from our company and her account
with us is closedIt should be noted that our efforts to collect on delinquent
accounts never include reporting delinquency or charge off information to
credit bureaus
Ms[redacted] stated in her complaint that she was
dissatisfied with the customer service she received from the representative she
spoke with on August 6, 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 mannerFurthermore, 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 attentionWe
do apologize for any inconvenience this may have caused Ms[redacted] and greatly
appreciate the opportunity to clarify this matterWe hope that we have
resolved this complaint to Ms[redacted]’s and your satisfactionPlease feel
free to contact our office if you should have any further questions regarding
this account
Sincerely,
Customer Service Compliance Associate
Phone (201) 942-
Fax (201) 221-
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's responseIf you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to meThank you very much for your help with resolving this issue
Regards,

Review: In 11/2013 I got a pop up add on my computer with 4 products, each offering a free trial, where the consumer only had to pay shipping. I had no interest in the products but the "free trial" was appealing. When I am offered a "free trial" I expect to try a product with no stings attached. I clicked on the Hydroxatone and ordered their free trial. When I received the shipment it was actually a 2 month supply, that would have to be returned, or a $139.90 charge would be applied to the credit card I had used to pay the shipping. I now realize that during the process of ordering the free sample there was wording inserted, somewhere, that changed this offer from a free trial to a purchase. This is a deceitful practice that I am sure many fall for. I am sure this company makes a large amount of money from this practice. I call it bait and switch. The initial offer should make it clear what the consumer is actually agreeing to. I didn't realize that I was not ordering only a free trial product. I would not have even clicked on the offer if I knew it was more than just a free trial product. The actual agreement is obviously there, but is strategically placed with the intention of consumers failing to realize there is string attatched to the free offer. I was so angry when I opened the shipment and realized what had happened that I closed my credit card account. I did not contact the company until last week, after the receipt of my second statement which stated this would be turned over to a collection agency if not paid. I called customer service and stated I was not paying this due to deceitful practices but I would return the product. The agent I spoke with told me that it was too late to be handled by them. I was then told if I would immediately pay 50% of the balance they would close out the account. I told her no.Desired Settlement: This company should not bait consumers with"free trial" or at least make it very obvious that it is actually a purchase.

Business

Response:

Dear Ms. [redacted],

We are in receipt of your letter dated May 14, 2014

concerning customer, 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 have voided the balance of $139.90 due on Ms. [redacted]’s

account. Ms. [redacted] will no longer receive any non-payment notification letters

from our company and her account with us is closed. Additionally, Ms. [redacted]

may keep the merchandise in her possession without further obligation to make a

payment. It should be noted that our efforts to collect on delinquent accounts

never include reporting delinquency or charge off information to credit bureaus.

Our records indicate that, Ms. [redacted] placed her order through our website, [redacted]

on November 17, 2013 for the Hydroxatone Am/Pm

Anti-Wrinkle Complex. At the time Ms. [redacted] placed her order, she

enrolled in our 30 day Risk-Free Trial program for Hydroxatone

and paid $1.99 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 jars of Hydroxatone 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 jars, unless she contacted

customer service for return instructions before the expiration of her 30 day

Risk-Free 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 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.

We did not hear back from Ms. [redacted], at any point during

her Risk-Free Trial, nor did we receive the shipment back in our returns

department. Therefore, we attempted to charge Ms. [redacted] for her first monthly

payment in accordance with the terms and conditions of the Risk-Free Trial. When

the charges on Ms. [redacted]’s credit card did not go through, her account was

placed in a delinquent status and as a result, she began to receive non-payment

notification letters.

Upon review of Ms. [redacted]’s account, we see that she

contacted us on May 10, 2014 and spoke with one of our customer service

representatives in regards to her account. The representative offered Ms.

[redacted] a 50% discount off the delinquent balance, to close the account. Ms.

[redacted] declined the offer and the call ended.

Upon receiving your notice of the claim, we voided the

balance of $139.90 due on Ms. [redacted]’s account. Ms. [redacted] will no longer

receive any non-payment notification letters from our company and her account

with us is closed. Additionally, Ms. [redacted] may keep the merchandise in her

possession without further obligation to make a payment. It should be noted

that our efforts to collect on delinquent accounts never include reporting

delinquency or charge off information to credit bureaus.

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.

Sincerely,

Customer Service Compliance Associate

Phone ###-###-####

Fax ###-###-####

Consumer

Response:

[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.]

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,

Review: An order was placed online by my 16 year old daughter for one of hydroxitione's products. Since she was only 16 and too young to enter into any type of valid and leagally binding contract with anyone - my 16 year old thought that the $1.99 initial charge would be all she had to pay for the product as she defintiely did not have much money in her high school banking account to purchase the product.

The company billed her account the first install ment of $71.94 whihc cleaned out her account. She is not working and hence there is no money to add to her account so the last install ment did not go thorugh. It was then that Hydroaotone started billing my 16 year old for the balance. When I became awrea of the issue after seeing the bill around 6/14/14 I called the company to attempt to reason with them about the issue and misunderstanding. The company representative was extremely rude and would only keep repeating that my 16 year old had to pay the balance. I asked ot speak to a manager or supervisor and was told there was no one there and that no one would be there that entire day. So I next spoke to another customer rep who told me the same but did admit that you had to be 18 to agree to their contract. I offered to let the first payment ride if they would let me box up the product and return it as I had just found out it existed. I was told she would send this to her legal department and that they would call me in a few days.

Never heard back. UNTIL THEY CONTACTED MY 16 YEAR OLD ON 7/17/14! Even though they were told her age this commpany called my 16 year old to demand payment. I feel this is unethical on the part of the company to do so as they knew she was 16 based on my call a month earlier. I may have agreed ot pay for the res tof the proiduct when I fouind out about it in JUne but my daughter informed me thta she did not use it because it did not work I decided to call to try to reason with them instead of poaying for an inferiorDesired Settlement: Since no contract can leagally exist with a 16 year old, I want the billing of my 16 year old to cease and to not have this company in any way affect my 16 year olds future or present credit rating. I want Hydroatone to stop contacting anyone in my family for billing of this product.

Although I origianlly did not ask for a refund for this product on 6/14/14 when I attmepted ot reason with the companys reps, I now am requesting that a refund of $71.94 be sent to my 16 year old - in exchange I will forward the product back to the company just as I asked ot do when I first learned of the issue on 6/14/14- please note that one tube has not even been opened as it did NOT work.

Business

Response:

Hydroxatone, LLC

August 20th, 2014

Revdex.com of New Jersey

1700 Whitehorse - Hamilton Sq. Rd. Ste D5

Trenton, NJ 08690

RE: CASE # [redacted]

Dear [redacted]

We are in receipt of your letter dated July 17, 2014 concerning customer, your client, [redacted] on behalf of [redacted] her daughter. 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 have voided the balance due on [redacted] account and refunded her credit card in the amount of $71.94 comprising the Shipping and Processing charge and the first payment charge for the product. This amount constitutes all of the charges that [redacted] incurred from our company.

Our records indicate that, [redacted] placed her order online through our [redacted] on February 2, 2014 for the Celtrixa Intensive Stretch Mark Cream (“Celtrixa”) two month supply 30 Day Risk Free Trial. At the time [redacted] placed her order, she enrolled in our 30 day Risk-Free Trial program for Celtrixa and paid $1.99 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(s) 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 stipulated in our Terms of Use on all of our websites, consumers are required to be 18 years or older.

As per the terms and conditions of the Risk-Free Trial explained online and in the invoice, [redacted] was informed that she would receive a 2 month supply of our Celtrixa Intensive product to try as a risk-free 30 day trial. In exchange, [redacted] agreed that the credit card she provided would automatically be charged 2 monthly payments of $69.95 after her 30 day trial expired, on day 31 and day 60 after delivery. These charges consist of the total cost of our Celtrixa Intensive 2 month supply trial, and would not take place if she contacted customer service for return instructions before the expiration of her 30 day Risk-Free Trial period and returned the kit as instructed.

Please note that we offer our customers “Risk-Free Trials” of our products. The point of the Risk-Free 30 Day Trial is to allow the customer to try our 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 when they call us for return instructions within the 30 day trial.

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 that was shipped out to them past the 30 day trial period. Additionally, we request that the customer contact our customer service department in the event that they wish to obtain return instructions or have any questions, 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 [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 to ensure expedited processing with our returns department.

Upon review of [redacted]s account, we see that she never contacted our customer service department to seek any information to get return instructions or to cancel any future shipments. This first order had a 30 day trial period expiration date of March 21, 2014. Her first payment of $69.95 was charged to [redacted] card on March 22, 2014 upon the expiration of her 30 day Risk Free Trial. The second and last payment for her order was attempted on April 21, 2014 for the amount $69.95 but the payment declined. As is our practice, we sent [redacted] three letters of reminder of payment on May 26, June 16, and July 7, 2014 detailing her account was delinquent due to non-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 through the [redacted], customer actions or a multitude of other reasons. Therefore, our company policy dictates that we immediately cancel any future shipments of a customer who calls our customer service department and claims that they have returned the products to our company as instructed within the 30 days which was not the case here since we never received a call or return from [redacted] or had any mention of merchandise being returned from her part within the 30 day Risk Free Trial. Furthermore, when customers do choose to return, we encourage them 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 our return policy as well as our explanation of terms and conditions 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 [redacted] and greatly appreciate the opportunity to clarify this matter. [redacted] has been refunded her charge disputed to your company in her original complaint which is for the total amount of $71.94 out of good faith. This accounts for her paid shipping and processing as well as the first payment of her first order which constitutes all of the charges incurred by our company. [redacted] will no longer receive any charges or shipments from our company and her account with us is closed. We hope that we have resolved this complaint to [redacted] satisfaction as well as yours and kindly apologize for any delays in the investigation of this case. Please feel free to contact our office if you should have any further questions regarding this account.

Sincerely,

Customer Service Compliance Associate

Phone [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

While I do appreciate the fact that you refunded my 16 year old her money and promise ot never contact her or myself again, I find your letter totally unacceptable as it implies that I purchsed this product when I did not and offers no acknowledgement that this company was insisting that they had contracted with a 16 year old and then foing so far as to call and harrass a 16 year old for payment after I had already called twice informing the company of my daughter's age Also no mention was made of the phone calls I made attempting to come to a satisfactory resolution before I resorted to contacting the Revdex.com. There was no customer service- absolutley none so it is insulting to have to read such a pompous canned reply which in no way reflected a resposne to what actually transpired. I'm not sure if this is the correct choice for a reply as I want nothing more to do with this company.

Regards,

Review: I recently had a trial with Hydroxatone and they sent me two bottles of their product. I was not satisfied and returned the product as of today. After returning the product, I called them to cancel my trial and they told me I could not get my money back because I didn't put a return number on the envelope. My return of the product should be enough for them to not charge me for the product at the price of two payments of 69.95! They told me they are just going to throw my return away and not give me any credit for the return of the product. They purposely trick people and steal their money by claiming a technicality! I refuse to get charged the 69.95 x 2 since I am completely unsatisfied and that is what they wrote all over the packaging!Desired Settlement: I would like not to get charged the 2 payments of 69.95 and have them cancel my services.

Business

Response:

Dear Ms. [redacted],

We are in receipt of your letter dated December 5, 2013

concerning customer, Ms. [redacted] A. [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 have voided the balance of $139.90 due on Ms. [redacted]’s

account. Ms. [redacted] will not receive any charges from our company and her

account with us is closed.

Our records indicate that, Ms. [redacted] placed her order through our website, www.hydroxatonetrial.com,

on November 7, 2013 for the Hydroxatone Am/Pm

Anti-Wrinkle Complex. At the time Ms. [redacted] placed her order, she

enrolled in our 30 day Risk-Free Trial program for Hydroxatone

and paid $1.99 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 jars of Hydroxatone 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 jars, unless she contacted

customer service for return instructions before the expiration of her 30 day

Risk-Free Trial period and returned the 2 jars 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.

Upon review of Ms. [redacted]’s account, we see that she

contacted us on December 5, 2013 and spoke with one of our customer service

representatives in regards to her account. Ms. [redacted] informed the

representative that she had returned the Hydroxatone prior to calling the

company and provided the representative with the Delivery Confirmation Number.

Company policy dictates that when a customer provides their Delivery

Confirmation Number, the representative is to void the balance due on the

account, process any applicable refunds and close the account. Unfortunately,

the representative informed Ms. [redacted] to contact us within a few days to make

sure we received the package in order to void the balance. We would like to

apologize to Ms. [redacted] for any inconvenience this may have caused. 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 voided the

balance of $139.90 due on Ms. [redacted]’s account. Ms. [redacted] will not receive

any charges from our company and her account with us is closed.

Thank you for bringing this matter to our attention. Once

again, we sincerely 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.

Sincerely,

Customer Service Compliance Associate

Phone (201) 942-3490

Fax (201) 221-8384

Review: I recently. As of May 12 to cancel any and all susbscriptions in my name and they proceed to charge my card for their products even though I have written correspondance demanding the cancellation of my services with them. I recieved one shipment of their products which were paid for prior to my cancellation and they continue to charge me for products I have not recieved and have no desire for.Desired Settlement: I wish my account cancelled and all charges heretofore reversed.

Business

Response:

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.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I thought I was ordering one bottle of bb cream, which was supposed to be a free trial sampleI agreed to pay the shipping cost of $When my order was almost complete the automated phone system stated I was ordering $worth of productI was only intending to get the sampleI tried to use the system to go back and cancel my order, but the automated system would not allow this and put my purchase through for $Now they are charging me shipping costs to return the entire order, including the free sample bottleWhen I called them because I wanted to return the products the first guy hung up on me because he didn't understand my last nameThe second guy I talked to was [redacted], he was extremely rude to meI told him I didn't want to purchase what they sent me, but he insisted I ordered itAt first, he would not give me his nameThen I asked to talk to his supervisor, he stated they were all in a meetingI asked him to have supervisor return my callHe said I would have to call back myselfNow, he is billing my card for the return postage and having me return the bottles and the free trialI feel this is advertisement and I think they are ripping people off with the postageIf they do in fact credit me the purchase amount, I'm still out $for no purchase at allI received nothing from this companyI also emailed them on five occasions and received no response.Desired Settlement: I would like the entire amount I paid to the company returned, including the shipping costsThis is a total of It would also be nice to have an apology letter for the advertisement of a free sample and the rudeness I experienced from their customer service agents
Business
Response:
Dear [redacted],
We are in receipt of your letter dated August 28,
concerning customer, 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]e’s accountAs an initial matter,
please note that we have voided the balance of $due on Ms[redacted]e’s
account and refunded her credit card in the amount of $153.80, which
constitutes all charges that Ms[redacted]e incurred from our companyMs
[redacted]e will no longer receive any charges or shipments from our company and her
account with us is closedAdditionally, Ms[redacted]e may keep the merchandise
in her possession without further obligation to make a payment
Our records indicate that Ms
[redacted]e initially called and placed an order on August 17, with our
automated voice response system (“IVR System”)At the time Ms[redacted]e
placed her order, she enrolled in the “Buy Two Get One Free” program for our Hydroxatone BB Cream and paid $
for shipping and processing of the shipmentAdditionally, Ms[redacted]e agreed
to a month subscription to our Beauty Advisor Program, and paid $for the
first month subscription charge
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 verbatimThe IVR System also offers the customer a
number of different buying options so that the customer can choose the option
that best suit her needsAfter the terms and conditions are read, the system
needs verbal acceptance from the customer to process the orderThe system will
not process an order if the customer either declines the trial offer or fails
to provide a response to the offer
We have confirmed that Ms[redacted]e accepted our “Buy
Two Get One Free” offer of Hydroxatone, whereby
the customer agrees to pay for bottles upfront in exchange for receiving a
third bottle for freeAnd like all of our trial offers, the “Buy Two Get One
Free” offer comes with our day Bottom of the Jar GuaranteeThis means that
the customer can contact our customer service department within days of
receipt of the shipment and return the merchandise as instructed to receive a
full refund of their product purchase price, less shipping and processing and
return postage fees
Included in all of our shipments is an invoice outlining
the specific amounts that have been charged to the customerAdditionally, 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 departmentWhen 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
returnWe also provide the customer with a Return Number to put on the outside
of their package to ensure expedited processing with our returns department
Upon review of Ms[redacted]e’s
account, we see that she contacted our customer
service department on August 26, 2013, and spoke with one of our customer
service representatives in regards to her accountDuring that call, the
representative provided Ms[redacted]e with all
of the return instructions, including Return Number [redacted], and advised her
that we must receive her return no later than September 16, Additionally,
Ms[redacted]e agreed to receive a pre-paid shipping label, and her
credit card was charged $for the cost of shipping and processing
On August 26, our customer service department
received an e-mail from Ms[redacted]e in regards to her accountOn August 28,
2013, one of our customer service representatives voided the remaining balance
of $for the Beauty Advisor Program, refunded Ms[redacted]e’s credit card
in the amount of $and responded to her e-mail informing her of the
refund
Upon receiving your notice of the claim, we refunded Ms
[redacted]e’s credit card in the amount of $14.90, which constitutes all charges
that she incurred from our companyMs[redacted]e will no longer receive any
charges or shipments from our company and her account with us is closed
Additionally, Ms[redacted]e may keep the merchandise in her possession without
further obligation to make a payment
Ms[redacted]e stated in her complaint that she was
dissatisfied with the customer service she received from the representative she
spoke with on August 26, 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 mannerFurthermore, we would like to assure Ms[redacted]e 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 attentionWe
do apologize for any inconvenience this may have caused Ms[redacted]e and
greatly appreciate the opportunity to clarify this matterWe hope that we have
resolved this complaint to Ms[redacted]e’s and your satisfactionPlease feel
free to contact our office if you should have any further questions regarding
this account
Sincerely,

Review: Hello, I'm a 67 year old gentleman with a history of eye surgeries. 5 cornea transplant's in both eyes, as well as retina issues..

I was only going to try this product for the bags under my eyes. But my eye Surgeon said not to use this product near my eyes.., because the product could get into my eyes and produce big problems.. My vision is not that great in the first place.. I saw in the advertising on internet that said all it would cost was for shipping.. Two items at $4.95 each..

It was for reducing the bags under my eyes. That was from my eye surgeries over the last 40 years. Herpies and Staff infection

in both eyes over the years. With a number of transplants.. But, when my doctor told me not to use it. I did not use the products And forgot about it, not knowing that Hydroxatone was going to charge me a$139.90 for each product.

I called them and told them that I can not use the product and was willing to return the products to them.. But, They told me that time had run out for that and that they were going turn it over to collections. I'm retired and disabled with a very limited income.IE( SS*). And I can not afford to paid these people $279.90. But, when I did call. they told me if I paid half, that would take care of it.. Again, I can not afford that as well.Desired Settlement: I would appreciate, it if Revdex.com, could contact these people on my behalf and tell them that this is not good business to take ad

vanished of someone like myself. Yes, It was my misunderstanding about their police about their products.. And I would gladly

Return the products to them. But, there again, with many Doctor and hospital bill that I have, as well as, my regular cost of living cost. There is no way for me to paid for these items.. Even if need be, I can produce Doctor's notes about my eyes and the history of them. Including the facts about my very poor vision..

Thank you, in advance, for your help in this matter.

Truly your's,

Ps, I even had to have my Son, to type this letter to you..

Business

Response:

Dear Ms. [redacted],

We are in receipt of your letter dated February 22, 2014

concerning customer, Mr. [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]’s account. As an initial matter,

please note that we have voided the balance of $279.80 due on Mr. [redacted]’s

account. Mr. [redacted] will no longer receive any charges or shipments from our

company and his account with us is closed. It should be noted that our efforts to

collect on delinquent accounts never include reporting delinquency or charge

off information to credit bureaus.

Our records indicate that, Mr. [redacted] placed his orders through our website, www.tryhydrolyze.com,

on September 3, 2013 for the Hydrolyze Advanced Under

Eye Formula, and the Hydroxatone Am/Pm Anti-Wrinkle Complex. At the time

Mr. [redacted] placed his orders, he enrolled in our 30 day Risk-Free Trial

program for Hydrolyze and Hydroxatone and paid $1.99 for shipping and

processing of each shipment.

In order for the online

transactions 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.

As per the terms and conditions

of the Risk-Free Trial, Mr. [redacted] was

informed that he would receive 2 full size jars of Hydrolyze, and 2 full jars of Hydroxatone, 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 $69.95, the cost of the 2 jars of Hydrolyze,

and 2 monthly payments of $69.95, the cost of the 2 jars of Hydroxatone, unless

he contacted customer service for return instructions before the expiration of his

30 day Risk-Free Trial period and returned the Hydrolyze and Hydroxatone 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.

We did not hear back from Mr. [redacted], at any point

during his Risk-Free Trial, nor did we receive either shipment back in our

returns department. Therefore, we attempted to charge Mr. [redacted] for his

first monthly payments in accordance with the terms and conditions of the

Risk-Free Trial. When the charges on Mr. [redacted]’s credit card did not go

through, his account was placed in a delinquent status and as a result, he began

to receive non-payment notification letters for both Hydrolyze and Hydroxatone.

Upon review of Mr. [redacted]’s account, we see that he

contacted us on February 19, 2013 and spoke with one of our customer service

representatives in regards to his account. The representative offered to

discount the total amount due by 50%. Mr. [redacted] declined the discount and

the call ended. However, as a courtesy, the representative voided the balance of

$279.80 due on Mr. [redacted]’s account.

Upon receiving your notice of the claim, we verified that

Mr. [redacted]’s account was closed. Mr. [redacted] will no longer receive any

charges or shipments from our company and his account with us is closed. It

should be noted that our efforts to collect on delinquent accounts never

include reporting delinquency or charge off information to credit bureaus.

Thank you for bringing this matter to our attention. We

do apologize for any inconvenience this may have caused Mr. [redacted] and

greatly appreciate the opportunity to clarify this matter. We hope that we have

resolved this complaint to Mr. [redacted]’s and your satisfaction. Please feel

free to contact our office if you should have any further questions regarding

this account.

Sincerely,

Customer Service Compliance Associate

Consumer

Response:

[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.]

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,

Review: This company Alobella.com that is under the guise of

Wrinkles [redacted]

and

Natayur [redacted]

is a skin care company. they are scamming customers. they need to be stopped.

They are harrassing me. I had to change my credit card for fraudluent use. They get you to buy skin cream and then use the credit card. My credit card caught them, stopped the charges. They are doing this to other consumersDesired Settlement: I want them to stop calling me, stop harrassing me, and to not do this to others.

Business

Response:

We are in receipt of your letter dated June 5, 2015 concerning citizen, A. [redacted]. Hyroxatone, LLC does not have a businessrelationship nor is it related to or affiliated with either of the companies, Alobella.com and Natayur, which are subject of the complaint. We hope citizen A. [redacted], is able to resolve this matter expediently. Please feel free to contact our office if youshould have any further questions regarding this matter.

Review: My name is [redacted], I have received two bills from this company, in which I have never heard of. I have called the company directly and, and they clam that I have made a perches for a product that I have never heard of. They refuse to tell me the supposed credit card that I have paid with, and advised me to contact my credit card company. I contacted [redacted], which is the only credit card that I have; and they have assured me that there has never been a charge from this company on my card. To be safe they issued me a new card with a new number. [redacted] advised me that I should not worry about this bill. This evening I have received yet another bill from Hydroxati[redacted], stating that this is a final notice before it goes to collections. when I called them with the other bill two months ago they had stated that it already went to collections. The original bill had an address that I have never lived at on it and it was forwarded to me by the USPS. the bill that I received today has my current address and states that I still owe them $139.90. I have never made any perches with this company, and they insist that the perches was delivered on 8/27 but I have never received any product.Desired Settlement: I would like them to stop sending me a bill for this product, and to have my contact information removed from their system. I would also would like to make sure this is not going to affect my credit score.

Business

Response:

We are in receipt of your letter dated February 3, 2014concerning Mr. [redacted]. Upon receipt of your letter, we investigated hisclaim and below are the facts and our resolution of the matter, based on thenotes in the account. As an initial matter, please note that we have voided thebalance of $139.90 due on the account and refunded the credit card in theamount of $1.99, which constitutes all charges that were incurred from ourcompany. Mr. [redacted] will no longer receive non-payment notification lettersfrom our company and the account with us is closed. It should be noted that ourefforts to collect on delinquent accounts never include reporting delinquencyor charge off information to credit bureaus. Upon review of our system, our records indicate that anorder was placed through our website, www.hydroxat[redacted]trial.com, on August 26,2013 for a 30 day Risk-Free Trial of our Hydroxat[redacted] Am/Pm Anti-Wrinkle Complex.The order was submitted under the name Mr. [redacted] with the followingbilling/shipping address: [redacted] At the time of the order, the customer enrolled in our“Try It Before You Buy It” Risk-Free Trial program for Hydroxat[redacted] and paid $1.99for shipping and processing of the shipment. At the time, there was nothing tosuggest that the order was placed fraudulently, so the Risk-Free Trial wasprocessed and shipped like all others. According to the notes in the account, the Risk-FreeTrial shipment was delivered on August 31, 2013. Our records indicate that wedid not receive a ph[redacted] call or return shipment from Mr. [redacted] or any otherindividual in regards to this account. Therefore, we were unaware that therewas an issue with the account and we attempted to charge the credit card inaccordance with the terms and conditions of the Risk-Free Trial. When the creditcard charges did not go through, Mr. [redacted] began to receive non-paymentnotification letters. Thank you for bringing this matter to our attention. Wealso wish to advise you that we are trying to implement effective fraud filtersto prevent this type of fraud from occurring. Unfortunately, it is a byproductof the internet and both consumer and companies like ours are the victims. Wedo apologize for any inconvenience or confusion this may have caused thecustomer and greatly appreciate the opportunity to clarify this matter. Pleasefeel free to contact our office if you should have any further questionsregarding this account.

Review: Was offered a free gift through out [redacted] account, there were several to choose from but the cash or other more direct ones were not available so chose the Hydroxatone, not realising was Not a free gift but a day trialwhen we noticed the debit to my partner [redacted] credit card we phoned the company direct to follow up, on 8/19/14, who advised us we had not read the fine print and was a free day trial which we failed to cancel, so we accepted the initial cost and asked that it be cancelledI asked to send the product back and advised I did not want any further charges to the credit cardThe customer service officer who advised his connection was 112, after a period of discussion advised that no they did not want me to send the product back and to accept it as a gift, I advised I did not want it and would send it back so he told me to give it to some one else and I would not be charged any furtherI made sure to repeated to him that the company would not charge my credit card further and that there would defiantly be no further credit card charges for Hydroxatone at all, as I did not authorise thi** The customer service officer repeated and assured me several times that my Partners credit card would not be charged for any further transactions and gave me cancellation number [redacted]
The next credit card bill had another deduction for $US on it from Hydroxatone issued by them on the 9/8/we contacted our bank who advised us to cancel the credit card so no more charges could be made by this company and then raised a dispute to have the money reaccredited to our account but the Hydroxatone people have said that as we did not cancel with the day trial period that they don't agree to the money being reaccredited despite them assuring me NO MORE CHARGES would be made on the 8/19/to the credit card.Desired Settlement: Hydroxatone to accept the refund of the unauthorised debit after the 8/19/and to honour their phone call advice that no charges would be made to the credit card of my partner after that call and to advise my partner [redacted] bank immediately
and further investigation into the marketing of a free gift advertisement through [redacted] shopper accounts which are not free gifts but actually day trial**
Business
Response:
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 accountAs an initial matter,please note that we would like to apologize to M[redacted] and Mr[redacted] forany inconvenience this may have causedWe have voided the balance of $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 closedOur records indicate that, Mr[redacted] placed an order through our website, www.hydroxatonetrial.com,on May 22, for the Hydroxatone Am/PmAnti-Wrinkle ComplexAt the time Mr[redacted] placed his order, heenrolled in our day Risk-Free Trial program for Hydroxatoneand paid $US for shipping and processing of the shipmentIn 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 TrialThese terms and conditions are displayed onthe order page where the customer enters their credit card informationThesystem is set up to reject the order in the event the customer does not clickthis boxAs per the terms and conditions of the Risk-FreeTrial, Mr.[redacted] was informed that he would receive fullsize jars of Hydroxatone to try risk-free for day** In exchange, Mr.[redacted] agreed that the credit card he provided wouldautomatically be charged monthly payments of $US, the cost of these jars,unless he contacted customer service for return instructions before theexpiration of his day Risk-Free Trial period and returned the jars asinstructedLastly, Mr[redacted] was informedthat he would receive new jars every 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 ourwarehousePlease 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 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 asinstructedIncluded 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 merchandiseAdditionally, 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 transitOur records indicate that Mr.[redacted] did not contact customer service at any point during his dayRisk-Free Trial period, nor did we receive a return of the shipment in ourreturns departmentTherefore, we charged Mr[redacted] for his monthly paymentsin accordance with the terms and conditions of the Risk-Free TrialIn 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 jars of Hydroxatonewas sent to Mr[redacted] on July 25, 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 accountDuring that call,the representative offered to void the balance due on Mr[redacted]'s account andclose the accountUnfortunately, the balance was not voided, which caused Mr.[redacted]'s credit card to be charged againPlease note that customerservice is a top priority of our companyFurthermore, 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 protocolUpon receiving your notice of the claim, on January 13, 2015we voided the balance of $US due on Mr[redacted]'s account andrefunded his credit card in the amount of $U** Mr[redacted] will nolonger receive any charges or shipments from our company and his account withus is closedThank you for bringing this matter to our attentionOnceagain, we sincerely apologize for any inconvenience this may have caused M[redacted] and Mr[redacted] and greatly appreciate the opportunity to clarify thismatterWe hope that we have resolved this complaint to M[redacted], Mr.[redacted]'sand your satisfactionPlease feel free to contact our office if you shouldhave any further questions regarding this accountSincerely, [redacted]
Customer Service Compliance AssociatePhone [redacted]Fax [redacted]
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's responseIf you wish, you may update it before sending it.]
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,

Review: The email address and contact phone numbers provided are not functional therefore making it impossible to cancel any further orders and payments continues to come out of trial customer`s credit card.Desired Settlement: I would like the business named to stop sending me the product and to stop charging my credit card.

Business

Response:

Dear [redacted], We are in receipt of your letter dated March 18, 2013concerning customer, [redacted]. Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of thematter, based on the notes in [redacted]’s account. As an initial matter, pleasenote that we would like to apologize to [redacted] for any inconvenience thismay have caused. We are sending [redacted] a check in the amount of $148.84(USD) to cover the cost she incurred for the Bellaplex. [redacted] will receivethis check within 14 to 21 days from the date of this letter.Our records indicate that, [redacted] placed her order through our website, [redacted],on December 17, 2012 for the Bellaplex. At thetime [redacted] placed her order, she enrolled in our 30 day Risk-Free Trialprogram for Bellaplex and paid $1.99 (USD) forshipping and processing of the shipment. In order for the onlinetransaction to have been processed by our company, [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. As per the terms and conditionsof the Risk-Free Trial, [redacted] wasinformed that she would receive 2 full size bottles of Bellaplex to tryrisk-free for 30 days. In exchange, [redacted]agreed that the credit card she provided would automatically be charged 2monthly payments of $69.95 (USD), the cost of these 2 bottles, unless shecontacted customer service for return instructions before the expiration of her30 day Risk-Free Trial period and returned the 2 bottles as instructed. Lastly,[redacted] was informed that she would receive2 new bottles every 60 days unless she contacted our customer servicedepartment to remove her account from the Beauty Auto-Shipment Program. Acustomer is also removed from the Beauty Auto-Shipment Program if they returnthe Risk-Free Trial merchandise or any subsequent auto-shipments to ourwarehouse. Our records indicate that [redacted] did not contactcustomer service at any point during her 30 day Risk-Free Trial period, nor didwe receive a return of the shipment in our returns department. Therefore, wecharged [redacted] for her monthly payments in accordance with the terms andconditions of the Risk-Free Trial. In the meantime, because [redacted]’saccount had been set up for the Beauty Auto-Shipment Program, and because shedidn’t call to cancel her account from the Beauty Auto-Shipment Program orreturn any of the merchandise to our warehouse, a second shipment of 2 bottles ofBellaplex was sent to [redacted] on February19, 2013 and her credit card was charged $6.95 (USD) for the cost of shippingand processing. Upon review of [redacted]’saccount, we see that she contacted ourcustomer service department on March 18, 2013, and spoke with one of ourcustomer service representatives in regards to her account. According to thenotes in the account, during the call the representative voided the balance duefor the February 19, 2013 shipment in the amount of $139.90 (USD) and closedher account.Upon receiving your notice of the claim, we are sending Ms.Hebert a check in the amount of $148.84 (USD) to cover the cost she incurredfor the Bellaplex. [redacted] will receive this check within 14 to 21 days fromthe date of this letter. Thank you for bringing this matter to our attention. Onceagain, we sincerely apologize for any inconvenience this may have caused [redacted]and greatly appreciate the opportunity to clarify this matter. Additionally, wewould like to apologize for responding to the claim this late. We were onlyrecently made aware of this claim. We hope that we have resolved this complaintto [redacted]’s and your satisfaction. Please feel free to contact our officeif you should have any further questions regarding this account. Sincerely, [redacted]Customer Service Compliance Associate

Review: I'm a member of a survey panel called "[redacted]" the rewards are for clients who fill " offers " and " surveys ", [redacted] say that they make these offers for companies who want to sell their products, in turn the business will pay [redacted] for every offer the clients buy ( fill ) then [redacted] in turn will compensate the survey clients the money that business ( in this case the business is "hydroxatone ") offers in their advertisement through [redacted], hydroxatone offered $ 10.00 for ordering their product which is an anti-aging cream, the offer clearly states $ 10.00 instant credit, usually all offers filled pay it as they stated "instant credit ", I ordered the hydroxatone on 8/2-3, 2013 and till this day I have not received $ , I contacted [redacted] about that and they said that hydroxatone is responsible for paying that since [redacted] is practically advertising for them, which makes sense to me, I then contacted hydroxatone roughly on 8/3 or 4, 2013. hydroxatone denied making any deals with [redacted] , therefore they are not responsible, the rep at hydroxatone asked me: " why would we pay [redacted] any money ?" and I responded " so that they advertise your product to would be customers." that makes sense to me that hydroxatone had more to gain by getting [redacted] to get people to fill offers, I have filled offers through [redacted] and have been credited what they say, instantly, but hydroxatone or [redacted] will budge. I cannot cashout my incentive that I have with [redacted] until hydroxatone pays them, $ 25.00 is what is required from [redacted] in order for me to get that money, if I were to get the $10.00 from hydroxatone through [redacted] then I would have enough to get my payout. I hope to get this problem resolved soon because it is stressing me out a lot.

Thanks,Desired Settlement: I just want my $10.00 as promised by [redacted] through hydroxatone., nothing more ,nothing less.

Business

Response:

We are in receipt of your letter dated August 18, 2013concerning customer, Ms. [redacted]. Upon receipt of your letter, weinvestigated her claim. As an initial matter, please note that we contacted[redacted] in regards to Ms. [redacted]’s account. The [redacted] representative informedus that Ms. [redacted]’s account has been credited the $10.00 she was offered forplacing an order with our company. Additionally, we attempted to contact Ms.[redacted] by phone on August 22, 2013 to verify that she had received the credit.Unfortunately, we were unable to speak to her directly, so we left a voicemailmessage. Finally, as a measure of good faith we have voided the balance of$139.90 due on Ms. [redacted]’s account. Ms. [redacted] may keep the Hydroxatone Am/PmAnti-Wrinkle Complex in her possession without further obligation to make apayment. It should be noted, according to [redacted]’s Terms ofService, located on their website www.[redacted].net, [redacted] is solelyresponsible for offer crediting. Additionally, [redacted] instructs theirmembers to not contact offer providers (advertisers) regarding offer credits. Thiscan be found in their Terms of Service, under the third section entitled“Offers”. Thank you for bringing this matter to our attention. Wedo apologize 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.