Hydroxatone

Review: I purchased a trial sample online for 1.99 with a order for future purchases to be auto shipped with the guarantee that I could cancel within 30 days and cancel the contract, but after returning the sample and giving written notice to cancel any future orders. I was auto shipped a order 2 months later and charged 69.95. I called Bellaplex customer service to inform them of there mistake, they said they would cancel the order and I returned their product, but they never credit back my credit card. Disputed charge with credit card company. Then 2 months later another charge for 69.95 is charged to my credit card but they never shipped any product, just charged the card again. Again dispute with credit card. Now Bellaplex is fighting the charge back.

I believe Bellaplex aka hydroxatone to be a calculating and dishonest company. There customer service uses a hard sell ta-ticks to try to keep you from canceling a order within the 30 day period. The fact that this company has nearly 200 Revdex.com complaints tells you something about them. I would not recommend anyone do business with this company.Desired Settlement: I was charged 69.95 twice for products that I returned. I want full refund of 139.90

Business

Response:

We are in receipt of your letter dated August 14, 2015 concerning customer, Ms. [redacted]. Upon receipt of your letter, we investigated Ms. [redacted]’s claim and below are the facts as well as our resolution of the matter based on the notes in Ms. [redacted]’s account. As Ms. [redacted] has disputed the transactions through her financial institution’s chargeback process we are unable to refund her credit card. Ms. [redacted] can expect to receive her refund in the amount of $139.90, directly through her financial institution. Ms. [redacted]’s account with our company has been closed with a zero balance. Our records indicate Ms. [redacted] placed her order through our website, wwwbellaplex.com, on January 18, 2015 for the Bellaplex Rejuvenating Treatment (the “Treatment”). At the time Ms. [redacted] placed her order, she enrolled in our 30 day Risk-Free Trial program for product 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. Per the terms and conditions of the Risk-Free Trial, Ms. [redacted] was informed that she would receive a full size Treatment for 30 days. In exchange, Ms. [redacted] agreed that the credit card she provided would automatically be charged two (2) monthly payments of $69.95, the cost of the Treatment, unless she contacted customer service for return instructions before the expiration of her 30 day Risk-Free Trial period and returned the Treatment as instructed. Ms. [redacted] was informed that she would a new Treatment every 60 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. 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 buy. The products are not samples. We inform our customers that they will be responsible for the cost of the merchandise unless it is return as instructed. Included in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandise. Additionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transit. When a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request they obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns department. Our records indicate that Ms. [redacted] did not contact customer service at any point during her 30 day Risk-Free Trial period, nor did we receive the return of the first shipment in our returns department. Therefore, in accordance with the terms and conditions of the Risk-Free Trial, on February 26, 2015 we attempted to charge Ms. [redacted] for her first monthly payment however, the charge to Ms. [redacted]’s credit card did not go through, until March 14, 2015. Similarly, the charge to Ms. [redacted]’s credit card for the second monthly payment did not go through until May 30, 2015. On March 24, 2015 Ms. [redacted]’s second shipment was shipped. Upon review of Ms. [redacted]’s account, we see that she contacted our customer service department on March 29, 2015 to cancel all future shipments and to let us know she returned the initial shipment without a RMA. During that call, the representative provided Ms. [redacted] with all of the return instructions for the second shipment, including Return Number [redacted], and advised her that we must receive her return no later than April 12, 2015 to avoid future charges. To date, our warehouse has no record of receiving the return of the Ms. [redacted]’s initial shipment. Our warehouse did receive the return of Ms. [redacted]’s on second shipment on April 16, 2015. Upon the receipt of this returned shipment Ms. [redacted]’s open balance was cleared. As Ms. [redacted] has disputed the transactions through her financial institution we are unable to refund her credit card. Ms. [redacted] can expect to receive her refund in the amount of $139.90, directly through her financial institution’s charge back process. Ms. [redacted]’s account with our company has been closed with a zero balance. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused Ms. [redacted] and appreciate the opportunity to clarify this matter. We hope that we have resolved this complaint to Ms. [redacted]’s and your satisfaction. Please feel free to contact our office if you should have any further questions regarding this account.

Review: Representative charge my debit card without my consent and the company is making me wait 10days for my credit to my accountSupervisor never return phone call after I was told that I would get a call by end of dayHad to speak to different representatives in order to get my situation resolved which it still is not because my account was charge a fee without my consent and that is against the lawDesired Settlement: I want my checking account to be refunded right away and the fees that I received due to the fact that they overdrew my account because if the unauthorized debit
Business
Response:
Dear Ms[redacted],
We are in receipt of your letter dated February 1,
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 accountWe would like to
apologize to Ms[redacted] for any inconvenience this may have causedPlease
note that we attempted to contact Ms[redacted] by phone on February 21, to
resolve the matter in her favorUnfortunately, we were unable to speak to her
directly, so we left a voicemail messageAs an initial matter, we have refunded
her credit card in the amount of $124.16, which constitutes all charges that Ms
[redacted] incurred from our companyAdditionally, we are awaiting a call back
from Ms[redacted] to confirm the amount of her overdraft fees, so that we may
send her a check to cover the cost she incurred from her banking institution
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.hydroxatonetrial.com,
on January 18, for the Hydroxatone Am/Pm
Anti-Wrinkle Complex, as well as the BellaplexAt the time Ms[redacted]
placed her order, she enrolled in our day Risk-Free Trial program for both
Hydroxatone and Bellaplex and paid $for shipping and processing of each
shipment
Upon review of Ms[redacted]’s
account, we see that she contacted our
customer service department on January 31, 2014, 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, and advised her that we must receive her return
no later than February 13, to avoid future chargesUnfortunately, five
minutes after the call ended, Ms[redacted]’s credit
card was charged $We are currently investigating the reason this charge
occurredPlease note that the $charge on Ms[redacted]’s account was refunded by our company the same day, once
we found out the error occurred
Upon receiving your notice of
the claim, we refunded Ms[redacted]’s credit card $4.26, which
constitutes all charges that Ms[redacted] incurred from our company
Ms[redacted] stated in her complaint that she was
dissatisfied with the customer service she received from the representatives she
spoke withPlease note that customer service is a top priority of our company,
so we take complaints of this nature very seriouslyWe would like to assure Ms
[redacted] that our Quality Assurance department will pull and review all
customer service calls, in regards to her account, and will take appropriate
remedial action
Thank you for bringing this matter to our attentionOnce
again, we sincerely 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 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 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: I ordered hydroxatone with the belief that it would be an entirely free product. At the time of receiving the offer, there was no mention whatsoever of the price levels that were later mentioned when I CALLED the company. Apparently they charge and deliver without warning and their prices are steeper than an aveeno product which results in much better results than the far less than superior product that hydroxatone claims to be. Let me mention that the person who I got the product for developed a rash. And upon letting customer service know about this, they simply told me that I should have gotten the sensitive product (which was not offered nor did I know anything about it NOR where there any disclaimers about the possibility of getting a different product than that advertised). I ended up cancelling the trial but they requested the containers or else they would charge me. Now unfortunately, the person who I got the product for did not have the containers so I had to call customer service again and after a lot of complaints they settled for $69+ dollars which was a drop below the $139 or so dollars they claimed this shoddy product was worth yet still steep for said, sub par product. I have seen the amount of compaints and even class-action lawsuits regarding this company. I am surprised that it is still active. If they expect to thrive they are doing so by feeding on people and not clarifying what they expect from the customer. A good company is supposed to be upfront about fees, be apologetic about a product that did not satisfy the expected results. This is not a good company by those standards, The customer representatives may have been kind but they too, are keen on making sure that it is the company that is protected and not the consumer. I sense a falling company soon and I hope that it crashes soon. Or at least realizes that its practices are unfair and a nuisance.Desired Settlement: I just want my hard earned money back and I want this company to treat their customers better and have more clear expectations. Management should consider reading all of the scam reviews and complaints concerning the company. They are obviously not doing what they should be doing. I cannot believe that people can go through so many loopholes such as this to rip off hard working citizens.

Business

Response:

Hydroxatone LLC[redacted] 9/9/2014 [redacted]Revdex.com of New Jersey[redacted] RE: CASE #[redacted] Dear [redacted] We are in receipt of your letter dated August 23, 2014 concerning customer, [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 [redacted] account. As an initial matter, please note that we have voided the balance of $69.95 due on [redacted] account. [redacted] credit card has been refunded in the amount of $71.94 for her total paid on her Hydroxatone Anti-Wrinkle Complex Cream order as well as her Shipping and Processing charge paid on July 21, 2014 at the time her order shipped out. The total refunds mentioned above constitute all the disputed charges that [redacted] incurred from our company. [redacted] will no longer receive any charges or shipments from our company and her account with us is closed. Please keep in mind it takes 5-7 business days for the refund to proactively show in Ms.Karuri’s which by now would have already showed as refunded back in her account based on the fact that the refund was processed on August 28, 2014. Our records indicate that [redacted] placed an order through our website, www.HydroxatoneTrial.Com, on July 21, 2014 for the Hydroxatone Am/PM Cream 30 day Risk Free Trial which consisted of two 30 day Hydroxatone Am/Pm Anti-Wrinkle Complex cream supply as well as a complimentary 30 day supply of our Instant Effect Packets as an added bonus. At the time [redacted] placed her order, she enrolled in our 30 day Risk-Free Trial program to try our product and paid $1.99 for shipping and processing of her shipment. In order for the online transactions to have been processed by our company, [redacted] was required to check off a box which confirmed her acceptance to the terms and conditions of the Risk-Free Trial. These terms and conditions are displayed on the order page where the customer enters their credit card information. The system is set up to reject the order in the event the customer does not click this box. As per the terms and conditions of the Risk-Free Trial, [redacted] was informed that she would receive 2 full size jars of Hydroxatone Am/Pm Cream to try risk-free for 30 days. In exchange, [redacted] agreed that the credit card she provided would automatically be charged $1.99 up front on the date her order shipped for her shipping and processing fee, as well as 2 monthly payments of $69.95, the cost of the 2 jars in her order, unless she contacted customer service for return instructions before the expiration of her 30 day Risk-Free Trial period and returned the products as instructed in her invoice. 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 in the case that they decide to keep the merchandise past the 30 day trial. 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 or e-mails 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 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. Our records indicate that [redacted] did contact our customer service on August 4, 2014 and received a Return Materials Authorization number (RMA) from our customer service agent as well as full return instructions to return the product. Our company did not receive a return from [redacted] and on August 19, 2014 she called to state that she had lost her products. The customer representative that spoke to [redacted] explained that she needed to return them to avoid being billed but that he could also give her a discount by dropping one of the $69.95 payments off the balance and making her balance 50% off the regular amount by doing so. [redacted] accepted the offer and verified the one-time charge of $69.95 to close out her account. Therefore, on August 19, 2014, we charged [redacted] for her first monthly payment in accordance with the terms and conditions of her Risk-Free Trial for her Hydroxatone Am/Pm Cream order and voided out her second payment due the following month in order to provide her 50% off her balance. We also stress that we clearly listed the expiration of her 30 day Risk Free Trial on her invoice and provided a return label in her order so that she could return at any time within her 30 days to avoid being charged. In summary we have refunded both her first payment and shipping and processing charges totaling to $71.94 placed from our company back to her credit card out of good faith. We also cancelled all her future shipments, voided her balance, and [redacted] will no longer receive any charges or shipments from our company since her account with us is closed. We hope that we have resolved this complaint to [redacted] and your satisfaction. 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. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact our office if you should have any further questions regarding this account. Sincerely, Sincerely,[redacted]Customer Service Compliance Associate[redacted]

Review: upon completing an online survey I was offered a FREE GIFT for my participation, pay only shipping with master card number . then I received charge on next months bill for full amount ,, they then claimed I ordered a sample that I had to pay for .. IT WAS NOT THE SAMPLE I ORDERED ! they said agreement in fine print but that is only for sample !Desired Settlement: I hope for a refund but also for them to stop doing the online surveys with a free gift as a reward

Business

Response:

We are in receipt of your letter dated June 7, 2013

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 $69.95 due on Mr.

[redacted]’s account and refunded his credit card in the amount of $71.94,

which constitutes all charges that Mr. [redacted] incurred from our company. Mr.

[redacted] will no longer receive any charges or shipments from our company

and his account with us is closed.

Our

records indicate that, Mr. [redacted] placed his

order through our website, www.tryhydroxatone.com, on April 10, 2013 for the Hydroxatone Am/Pm Anti-Wrinkle Complex. At

the time Mr. [redacted] placed his order, he 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, 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 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 these 2 jars,

unless he contacted customer service for return instructions before the

expiration of his 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.

Our records indicate that Mr.

[redacted] did not contact customer service at any point during his 30 day

Risk-Free Trial period, nor did we receive a return of the shipment in our

returns department. Therefore, on May 18, 2013, we charged Mr. [redacted] for his

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

Risk-Free Trial.

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

contacted us on June 7, 2013 and spoke with one of our customer service

representatives in regards to his account. The representative reviewed the

terms and conditions that Mr. [redacted] agreed to during his initial sales

call and explained that, based on these terms and conditions, Mr. [redacted]

was charged for 1 of his 2 monthly payments on May 18, 2013. Unfortunately, the

call was disconnected before the representative could further assist Mr.

[redacted].

On June 10, 2013, our returns department received Mr.

[redacted]’s shipment. Upon receipt of the shipment, we voided the

balance of $69.95 due on Mr. [redacted]’s account and refunded his credit card

in the amount of $71.94, which constitutes all charges that Mr. [redacted]

incurred from our company. Mr. [redacted] will no longer receive any charges

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

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.

Review: I called them this morning and talked with a guy by the name of kenThis was someone different that I talked with on September 6thI had told the person on September 6th to cancel my subscription and they never didNow they took out $I had to pay $for the trial period which I was told ended October 30thThey charged my bank before thenNow supposedly none of this was documented in their systemI am very unhappy and called to speak with a supervisor and the customer service representative refused me to talk to his supervisor instead he was very rude and argued with me on the phoneI have seen plenty of other complaints about this company.Desired Settlement: I would like the amount to be put back in my bank asap
Business
Response:
Dear Ms[redacted],
We are in receipt of your letter dated October 13,
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
account and refunded her credit card in the amount of $71.94, which constitutes
all charges that she incurred from our companyMs[redacted] will no longer
receive any charges or shipments from our company and her account with us is
closedAdditionally, Ms[redacted] may keep the merchandise in her possession
without further obligation to make a payment
Our records indicate that, Ms[redacted] placed her order through our website on September 2,
for the Hydroxatone Am/Pm Anti-Wrinkle ComplexAt
the time Ms[redacted] placed her order, she enrolled in our day Risk-Free
Trial program for Hydroxatone and paid $
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 TrialThese terms and conditions
are displayed on the order page where the customer enters their credit card
informationThe 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 full size jars of Hydroxatone to try
risk-free for daysIn exchange, Ms[redacted]
agreed that the credit card she provided would automatically be charged
monthly payments of $69.95, the cost of these jars, unless she contacted
customer service for return instructions before the expiration of her day
Risk-Free 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 transit
Upon review of Ms[redacted]’s account, we see that she
contacted us on September 6, and spoke with one of our customer service
representatives in regards to her accountThe representative reviewed the
terms and conditions that Ms[redacted] agreed to during her initial order and
explained that her trial ended on October 10, and that she had up to that
date to contact us for return instructions, to avoid any future charges
Our records indicate that Ms[redacted] did not contact
customer service again at any point during her day Risk-Free Trial period,
nor did we receive a return of the shipment in our returns department
Therefore, on October 11, 2013, we charged Ms[redacted] for her first monthly
payment in accordance with the terms and conditions of the Risk-Free Trial
Upon review of Ms[redacted]’s account, we see that she
contacted us on October 13, and spoke with another one of our customer
service representatives in regards to her accountCompany protocol dictates
when a customer requests to speak with a supervisor, the representative is to
transfer the call immediatelyUnfortunately, the representative did not
transfer the callHowever, after the call ended a supervisor voided the
balance of $due on Ms[redacted]’s account and refunded her credit card in
the amount of $
Please note that we train all of our customer service
representatives to be professional and courteous with all of our customers
Providing outstanding customer service is a top priority of our company, so we
take complaints of this nature very seriouslyOur Quality Assurance department
has the ability to pull and review all customer service calls and will take
appropriate remedial action to ensure the ongoing satisfaction of our
customers
Upon receiving your notice of the claim, we refunded Ms
[redacted]’s credit card in the amount of $1.99, which constitutes all charges
that she incurred from our companyMs[redacted] will no longer receive any
charges or shipments 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
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 [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.]
[redacted], and find that this resolution is satisfactory to meThe thing is they lied to you guys as wellI did call in before the end of the trial period and told them to cancel my payments and my accountThey were in default and never did
Regards,

Review: I signed up for the Hydroxatone 30 day trial of the facial application and receive a microderm brush for free in June 2013. The trial is not free, as it costs $7.95 to ship it to me, so the advertising is a lie. When I was on the phone they continually offered other services, even though the only reason I called was for the brush. Other offers were charged to my credit card in small $1 amounts, so I closed my credit card and was issued a new one from my bank to stop the continuous charges for services I did not want. I recieved the brush in the mail in June. Since then I've read on multiple websites about the unethical practices the company displays, where they send multiple jars of the facial application to increase the price and force unknowing customers into paying the shipping to send them back. Also, I read they add other services in small amounts in hopes that people won't notice the charges on their bank statements. I was sent 2 jars, not a 30 day trial but 60 days, and shipped them back before the 30 days had passed. I've since received a letter from Hydroxatone saying they have not received the shipment, and that my name is being added to a Bad Credit List. This offer was a scam to force me to pay for shipping in the first place, and now they are trying to scam me into paying for a full price product in which I do not have.

Here are some of the sites I read with complaints similar to mine:

http://www.scam.com/showthread.php?t=116562

http://www.courthousenews.com/2011/07/29/IntScam.pdfDesired Settlement: Hydroxatone should remove my name from the Bad Credit List, as well as delete the $139.90 that I'm being charged, as I've shipped the jars already. This is a scam to weasel me into paying more for a product that, in the first place, said it was FREE MANY TIMES in the advertisement. There is a class action lawsuit about these scamming practices. http://www.courthousenews.com/2011/07/29/IntScam.pdf

Business

Response:

Dear Ms. [redacted],

We are in receipt of your letter dated September 26, 2013

concerning customer, Mr. [redacted] S. [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 $139.90 due on Mr. [redacted]’s

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

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 an order on May

24, 2013 with one of our sales representatives for the Hydroxatone Am/Pm

Anti-Wrinkle Complex. At the time Mr. [redacted] placed his order, he enrolled in

our 30 day Risk-Free Trial offer for Hydroxatone and paid $7.95 for shipping

and processing of the shipment.

We train all sales representatives to read from an

approved script verbatim to ensure that the terms and conditions of an offer

are communicated clearly and correctly to the customer. After these terms and

conditions are read, the representative must obtain a clear verbal acceptance

from the customer to process the order. The representative will not process the

order if the customer either declines the trial offer or fails to issue a

response to the offer.

All sales confirmation calls are recorded and archived to

ensure compliance. After reviewing the recording of the call placed by Mr.

[redacted], we confirmed that he accepted the “Try It Before You Buy It” offer of Hydroxatone

by verbally agreeing to the terms and conditions of the Risk-Free Trial. As per

the terms and conditions read during the initial sales call, our sales

representative informed Mr. [redacted] that he would receive 2 jars of Hydroxatone to

try Risk-Free for 30 days. In exchange, Mr. [redacted] agreed to be charged 2

monthly payments of $69.95, the cost of each jar of Hydroxatone, unless he

contacted customer service for return instructions before the expiration of

their 30 day trial period and returned the 2 jars as instructed.

Please note that we offer our customers “Risk-Free Trials”

of our products. The point of the Risk-Free Trial is 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 Mr. [redacted]’s

account, we see that he contacted our customer

service department on June 11, 2013, and spoke with one of our customer service

representatives in regards to his account. During that call, the representative

provided Mr. [redacted] with all of the return

instructions, including Return Number [redacted], and advised him that we must

receive his return no later than June 25, 2013 to avoid future charges.

Our records indicate that we did not receive the shipment

back in our returns department. Therefore, we attempted to charge Mr. [redacted]

for his first monthly payment 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.

Upon receiving your notice of the claim, we voided the

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

receive any non-payment notification letters 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

Phone (201) 942-3490

Fax (201) 221-8384

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: To Whom It May Concern:

I placed a risk free trial order for Hydrolyze cream by Hydroxatone to reduce under eye circles and wrinkles/line which was only supposed to bill me $7.95 for shipping and handling. I contacted the 1-800 customer service number prior to my 30 day trial to let them know I was not pleased with the product (Item # [redacted] Intensive Hydrolyze Under eye formula DR Qty 2 and Item # [redacted] Instant Effect 30 day packettes Qty 1) nor did I want to continue utilizing, receiving, or be billed for the product. The representative acknowledged my return and dissatisfaction and emailed me an RMA [redacted] for order # [redacted] to return the item of which I did prior to the 30 days (due by 5/11) but yet I was still charged a $69.95 fee on my credit card for a product that 1) did not work and 2) that was billed to my account without my authorization. When I called the customer service number they asked if I returned the item prior to the 30 days and I replied “yes” and I gave the representative my RMA number that has a tracking number and barcode to confirm delivery, I was not surprised by the poor service and the representative’s nonchalant attitude acting as though she couldn’t not track it. It is very sad that to see that there are numerous complaints online that reference the same type of actions on the part of Hydroxatone. This is not a reputable business practice and I hope that not only the product improves in the future but the business practices and customer service as well. I am requesting that the $69.95 be credited/refunded back to my account for a product that I do not have which was returned within the timeframe requested and does not work as advertised or intended; and for HYDROXATONE to cancel any further billings to my account for the second time.

Very Respectfully,Desired Settlement: I am requesting that the $69.95 be credited/refunded back to my credit card account for a product that I do not have which was returned within the timeframe requested and does not work as advertised or intended; and for HYDROXATONE to cancel any further billings to my account for the second time.

Business

Response:

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: While ordering cologne for my husband online, I was offered a free sample of Hydroxatone. I was only asked to pay the shipping cost of $1.99. So, why not get a treat for myself, just $1.99. When the sample came I took the product, a wrinkle reducer out and started using it, but 2-3 days after using it I broke out in large patches of a red rash on my face so I tossed it in the trash. Later after checking on my checking account there was a charge from them, $69. something and "recurring" after the charge. I immediately contacted my bank, the charge was credited back to me and a dispute was filed. The following month another package came, this time I read the bill enclosed with it for the trashed sample plus this one. I found a number to Hydroxatone and called them. I was very upset, trying to tell the girl I spoke to that their offer was very misleading. Her only goal seemed to be was explaining the "So Called" fine print-policy and agreement. Needless to say, the 2nd package was returned to them along with a letter from me. That 1st package was trashed like I said, not knowing it wasn't a sample as I was made to believe. This thing is a gimmick..never again will I try any so called "Free Samples". The dispute is not yet settled, but I do hope it is to my benefit. My Husband and I are on a fixed income and we can not afford a charge like that...plus I'd never ordered something if I was aware of that charge.Desired Settlement: No payment required to Hydroxatone, plus an apology from them would be good.

Business

Response:

We are in receipt of your letter dated September 21, 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 $216.80 due on Ms. [redacted]’s

account and refunded her credit card in the amount of $71.94, which constitutes

all charges that Ms. [redacted] incurred from our company. Ms. [redacted] will no

longer receive any charges or shipments from our company and her account with

us is closed.

Our records indicate that, Ms. [redacted] was directed to our website through one of our marketing

partners, on July 5, 2013. At the time Ms.

[redacted] placed her order, she enrolled in our 30 day Risk-Free Trial program for

our Hydroxatone Am/Pm Anti-Wrinkle Complex 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.

Lastly, Ms. [redacted] was informed that she would

receive 2 new jars 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 period, nor did

we receive a return of the shipment in our returns department. Therefore, on August

14, 2013, we charged Ms. [redacted] for her first monthly payment in accordance

with the terms and conditions of the Risk-Free Trial. 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 Hydroxatone was sent to Ms. [redacted] on September 6, 2013.

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

contacted us on September 11, 2013 and spoke with one of our customer service

representatives in regards to her account. According to the notes in the

account, the call was disconnected before the representative could fully assist

Ms. [redacted].

On September 23, 2013, we received Ms. [redacted]’s return of

the September 6, 2013 shipment. Therefore, we voided the balance due for the

shipment in the amount of $146.85.

Upon receiving your notice of the claim, we voided the remaining

balance of $69.95 due on Ms. [redacted]’s account and refunded her credit card in

the amount of $71.94, which constitutes all charges that Ms. [redacted] incurred

from our company. Ms. [redacted] will no longer receive any charges or shipments

from our company and her account with us is closed.

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.

Review: I sent away for a sample which was deducted from my debit card as per the advertisement. When they contacted me by phone to see if I wished to continue receiving additional product, I told them I did not and that the product did not work.

I then received a bill for $139.00 for a shipment of the product that I did not receive and had told them I did not want and could not afford. The company continues to send email and the bill even after I told them to stop.Desired Settlement: I want this company to stop contacting me both through mail and email. I want the company to cease sending billing statements for a product not received, not wanted and not ordered.

I want no contact with this company whatsoever.

Business

Response:

Hydroxatone, LLC[redacted] 9.24.2014 [redacted]Revdex.com of New Jersey[redacted] RE: CASE [redacted] Dear [redacted], We are in receipt of your letter dated September 11th 2014 concerning customer, your client, [redacted]. Upon receipt of your letter, we investigated his claim and below are the facts as well as our resolution of the matter based on the notes in [redacted]s account. As an initial matter, please note that [redacted]s account is closed; all future shipments are cancelled, and [redacted] has been refunded $1.99 for the Shipping and Processing charge for his initial order back in May 8, 2014. The balance on his account has been removed and we have also removed him from collections due to his unpaid balance. Our records indicate that [redacted] initially placed the order on May 8, 2014 with our customer service representative for Hydroxatone Am Pm Anti Wrinkle Cream (“Hydroxatone”). At the time [redacted] placed his order, he enrolled in our a 30 day risk free trial comprising a 2 month supply of Hydroxatone, only $1.99 for the shipping and processing of the order. We train all sales representatives to read from an approved script verbatim to ensure that the terms and conditions of an offer are communicated clearly and correctly to the customer. The representative also offers the customer a number of different buying options so that the customer can choose the option that best suit his/her needs. After these terms and conditions are read, the representative must obtain a clear verbal acceptance from the customer to process the order. The representative will not process the order if the customer either declines the trial offer or fails to issue a response to the offer. All sales confirmation calls are recorded and archived to ensure compliance. As per the terms and conditions read during the initial sales call, our customer service agent informed [redacted] that he would receive 2 jars of Hydroxatone to try Risk Free for 30 days. In exchange, [redacted] agreed to be charged 2 monthly payments of $69.95, the cost of each jar of product, unless he contacted customer service for return instructions before the expiration of their 30 day trial period and returned the jars as instructed. Lastly, [redacted] was informed that he would receive 2 new jars of Hydroxatone every 60 days unless he contacted our customer service department to remove his account from the Beauty Auto-Shipment Program. A customer is also removed from the Beauty Auto-Shipment Program if they return the merchandise or any subsequent auto-shipments to our warehouse. Please note that we offer our customers a “30 day risk free trial” of our products whenever they choose that particular offer such as how [redacted] did. The point of the “30 day risk free 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 keep the products past 30 days or avoid being charged further by calling our customer service department within the 30 days and returning the products within 2 weeks from that actual call where they receive return instructions. These products are not samples and therefore we inform our customers that they will be responsible for the future charges to be paid on the merchandise if kept past the 30 days. Included in all of our shipments is an invoice outlining the specific charge dates and amounts that would be charged to the customer if they decide to keep the merchandise past the 30 days and/or agreed to the auto-ship program. Additionally, we request that the customer contact our customer service department in the event that 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 refunded for the paid amount of their products once our warehouse receives them. 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 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 there were no attempts from [redacted] to call in, no returns attempted or request of any information to cancel or return his products within the 30 day time frame. However upon receipt of your letter, we refunded the charge of $1.99 on [redacted]s account on September 23, 2014. [redacted] will no longer receive any charges or shipments from our company and his account with us is closed 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. We hope that we have resolved this complaint to [redacted]s satisfaction as well as yours. Please feel free to contact our office if you should have any further questions regarding this account. Sincerely, [redacted]Customer Service Compliance Associate[redacted]

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 for their wrinkle cream and really feel like I was duped. After the 30 day trial (which I mistakenly didn't know had passed) I was charged $69.99 for the cream that they sent me and then when I called in to cancel it after realizing that charge I was told I owed them another $69.99 or they couldn't close my account. Feeling trapped, I agreed to pay the additional charge at a discounted price of $49.99. I really feel like I was taken advantage of here. I didn't even use the cream and got duped into paying almost $120. This is not fair!Desired Settlement: I want my money back! You got your cream back, now please give me my money back!

Business

Response:

Dear Ms. [redacted],

We are in receipt of your letter dated September 28, 2013

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 refunded his credit card in the amount of $119.90. Mr.

[redacted] will no longer receive any charges or shipments from our company and his

account with us is closed.

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

on August 17, 2013 for the Hydroxatone Am/Pm

Anti-Wrinkle Complex. At the time Mr. [redacted] placed his order, he

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, 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 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 these 2 jars, unless he contacted customer

service for return instructions before the expiration of his 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.

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

customer service at any point during his 30 day Risk-Free Trial period, nor did

we receive a return of the shipment in our returns department. Therefore, on September

27, 2013, we charged Mr. [redacted] for his first monthly payment in accordance

with the terms and conditions of the Risk-Free Trial.

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

contacted us on September 28, 2013 and spoke with one of our customer service

representatives in regards to his account. The representative reviewed the

terms and conditions that Mr. [redacted] agreed to during his initial order. The

representative offered Mr. [redacted] a discount on the remaining balance. Mr.

[redacted] agreed to the discounted price and his credit card was charged $49.95

to close the account.

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

[redacted]’s credit card in the amount of $119.90. Mr. [redacted] will no longer

receive any charges or shipments from our company and his account with us is

closed.

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 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: I ordered Hydroxatone's product on a trial. It is important that it was a trail, they say you can return it and avoid TWO 69.00 charges. Since their product is not worth it and they sent me medium and tan (I am FAIR), I emailed them last week for the "return number" they require to return the product. Since that I have emailed twice over a 4-5 day period. I have had NO response. I decided today to post to their facebook wall as well requesting that information and stating I would send the product back tomorrow with or without the return number (since my trail will be up next week) and they deleted my posts both times but cant be bothered to respond to my emails. It seems as though they get your billing info and then when you want to return the trail, they refuse to answer so they can bill you. They only want good comments on their facebook and mine was only an inquiry and they know they are doing wrong since they continue to delete my inquiry for the information they require me to have.Desired Settlement: I want the return number and I would also like a return of the money I spent on the trial as well since they want to waste my time and play games.

Business

Response:

Hydroxatone LLC

P.O Box 1366

Hoboken NJ 07030

8/28/2014

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 21, 2014 concerning customer, [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 [redacted] account. As an initial matter, please note that we have voided the balance of $69.95 due on [redacted]s account. [redacted]’s credit card has been refunded in the amount of $71.94 which constitutes all the charges that [redacted] incurred from our company. [redacted] will no longer receive any charges or shipments from our company and her account with us is closed.

Our records indicate that [redacted] placed an order through our website, www.TryBBCream.Com, on June 28, 2014 for the BB Cream 30 day Risk Free Trial which consisted of 30 day Medium BB Cream and a 30 day Tan BB Cream supply as well as a complimentary Toner. At the time [redacted] placed her order, she enrolled in our 30 day Risk-Free Trial program to try our product and paid $1.99 for shipping and processing of her shipment respectively.

In order for the online transactions to have been processed by our company, [redacted] was required to check off a box which confirmed her acceptance to the terms and conditions of the Risk-Free Trial. These terms and conditions are displayed on the order page where the customer enters their credit card information. The system is set up to reject the order in the event the customer does not click this box.

As per the terms and conditions of the Risk-Free Trial, [redacted] was informed that she would receive 2 full size jars of Hydroxatone BB Cream to try risk-free for 30 days. In exchange, [redacted] agreed that the credit card she provided would automatically be charged $1.99 up front on the date her order shipped for her shipping and processing fee, as well as 2 monthly payments of $69.95, the cost of the 2 bottles in her order, unless she contacted customer service for return instructions before the expiration of her 30 day Risk-Free Trial period and returned the products as instructed in her invoice.

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 in the case that they decide to keep the merchandise past the 30 day trial. 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 or e-mails 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.

Our records indicate that [redacted]y did not contact customer service at any point during her 30 day Risk-Free Trial period. Therefore, on August 6, 2014, we charged [redacted] for her first monthly payment in accordance with the terms and conditions of her Risk-Free Trial for her BB Cream order. We have no record in her account of any e-mails or calls received from [redacted] and also stress that we clearly list the expiration of her 30 day Risk Free Trial on her invoice and provided a return label in her order so that she could return at any time within her 30 days and avoid being charged. We did we receive a return of the shipment in our returns department on August 15, 2014 - 10 days after her 30 day trial had expired, and 9 days after her first charge of $69.95 occurred.

We apologize that [redacted] experienced difficulties when she attempted to get in contact with a representative from our company via email and social media. Our customer service department has many different points of contact, including phone, voicemail, written correspondence and email. We are currently investigating the allegations concerning Facebook communication. We would like to assure [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.

In summary we have refunded both her first payment and shipping and processing charges totaling to $71.94 placed from our company back to her credit card out of good faith. We also cancelled all her future shipments, voided the balance, and [redacted] will no longer receive any charges or shipments from our company and her account with us is closed. This refund was processed on August 27, 2014. Please keep in mind it takes 5-7 business days for the refund to register in [redacted] account. If this refund does not register within the stated period please feel free to contact me.

We hope that we have resolved this complaint to [redacted] and your satisfaction. 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. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters.

Please feel free to contact our office if you should have any further questions regarding this account.

Sincerely,

Sincerely,

Customer Service Compliance Associate

Phone [redacted]

Review: In June of 2012, I returned the Hydroxatone product, having gone through all the proper channels and receiving a return confirmation number, which I affixed to the return envelope. According to their policies, the product may be returned within the 30-day trial period to avoid 2 charges of $69.95. Over the months of July and August, I was charged $69.95 each month for a product I never used and no longer had in my possession. When I called the company, they claimed they never received the product back. According to the US Postal Service, it was delivered. I called customer service in March 2013, because I noticed as I was doing my taxes that my account had been charged despite having returned the product, unopened. The customer service representative said she would have to search for my file and call me back. I never received a call back. I called again 1 week later, after patiently waiting for her call. The customer service representative told me that because the order was over 4 months ago, there was nothing she could do. I asked to speak to her supervisor and he told me the same thing. I don't think it fair that I must flush $140 down the toilet for a product I never used and returned. When I threatened to complain to Revdex.com, the supervisor said he'd send me a check for $140, but it may take up to 6 weeks for delivery. I waited until the end of june to allow ample time and still have not received the check.Desired Settlement: I would like Bellaplex to honor their refund policy and issue me a refund for the product I returned.

Business

Response:

Dear [redacted], We are in receipt of your letter dated July 9, 2013concerning customer, [redacted] Upon receipt of your letter, weinvestigated her claim. As an initial matter, please note that we would like toapologize to [redacted] for any inconvenience this may have caused. We have refundedher credit card in the amount of $141.89, which constitutes all charges that [redacted] incurred from our company. It should be noted that our accounting departmentconfirms that a check in the amount of $141.89 was sent to [redacted] on May31, 2013, to the address listed on her account: 1556 N Alexandria Ave Apt 2,Los Angeles, California 90027-5246. Additionally, they have informed us thatthe check was never cashed. Therefore, we have canceled the check due to therefund on [redacted]’s credit card. 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. Pleasefeel free to contact our office if you should have any further questionsregarding this account. Sincerely, [redacted]Customer Service Compliance Associate[redacted]

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'd like to thank the business for following through.

Regards,

Review: On May 30, 2014, I ordered the Hydroxatone Intensive Under Eye Treatment from this company, after seeing the commercial on television for an trial price of $7.95. When I placed the order, I was unaware that there would be continuous charges of $74.32 every month. On July 17, after the first charge of $74.32 (plus a shipping charge of $7.95) was deducted from my bank account, I phoned the company and spoke with their representative and voiced my dissatisfaction with their product, and stated that I wished to cancel any future purchases from their company. I was told that my dissatisfaction was noted and that he would "look into" my future orders being cancelled. On August 12, 2014, $53.07 was deducted (plus shipping charge $7.95) again. I phoned their offices again on August 23, 2014 and spoke with Anna, who informed me that a cancellation would be taken care of and sent an email to me confirming this. Then on September 18, 2014 yet another $74.32 (plus shipping) was deducted from my account; as well as today, October 11, 2014, another $74.32 was taken from my account. I have only received 2 shipments from these people, yet I have been charged 4 times for products, even after I have requested a cancellation of all future orders. I am being ignored by this company and I would like I wished respected, especially since their product DOES NOT DO WHAT IT CLAIMS TO DO and each time I have spoken with their customer service representative, I have expressed why I do not wish to receive any more of their eye cream that DOES NOT produce the results they GUARANTEE.Desired Settlement: I would like this company to refund two payments of $74.32 =$148.64 plus 2 shipping/handling charges of $7.95 = $15.90 for a total of $164.54 via a certified check from them.

Business

Response:

We are in receipt of your letter dated November 3, 2014 concerning customer, your client, Ms. [redacted] Upon receipt of your letter, we investigated her claim and below are the facts and our resolution of the matter, based on the notes in Ms. [redacted]’s account. As an initial matter, please note that we contacted Ms. [redacted] by phone and informed her that we have issued a refund in the sum of $157.09, which constitutes all the disputed charges incurred by our company. Ms. [redacted] stated that she was satisfied with the resolution and considers this matter closed. Our records indicate that Ms. [redacted] initially called and placed an order on May 30, 2014 with our automated voice response system (“IVR System”). At the time Ms. [redacted] placed her order, she enrolled in the 30 day Risk-Free Trial program for our Hydrolyze Intensive Under Eye and paid $8.45 for shipping and processing of the shipment. Our IVR System has the advantage of ensuring consistency in that a customer cannot accept an offer until the terms and conditions are first read by the system verbatim. After the terms and conditions are read, the system needs verbal acceptance from the customer to process the order. The system will not process an order if the customer either declines the trial offer or fails to provide a response to the offer. All sales confirmation calls are recorded and archived to ensure compliance. After reviewing the recording of the call placed by Ms. [redacted], we confirmed that she accepted the “Try It Before You Buy It” offer of Hydrolyze by verbally agreeing to the terms and conditions of the Risk-Free Trial. As per the terms and conditions read during the initial sales call, our IVR System informed Ms. [redacted] that she would receive 2 jars of Hydrolyze to try Risk-Free for 30 days. In exchange, Ms. [redacted] agreed to be charged 2 monthly payments of $69.95, the cost of each bottle of Hydrolyze, unless she contacted customer service for return instructions before the expiration of her 30 day trial period and returned the 2 bottles as instructed. Lastly, Ms. [redacted] was informed that she would receive 2 new bottles of product every 60 days unless she contacted our customer service department to remove her account from the Beauty Auto-Shipment Program. A customer is also removed from the Beauty Auto-Shipment Program if they return the Risk-Free Trial merchandise or any subsequent auto-shipments to our warehouse. Please note that we offer our customers “Risk-Free Trials” of our products. The point of the Risk-Free Trial is to allow the customer to try full size products for a full 30 days so that they can feel and see the results before they have to make the decision to buy them. These products are not samples and therefore we inform our customers that they will be responsible for the cost of the merchandise unless they return them as instructed. Included in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandise. Additionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transit. When a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request they obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns department. Our records indicate that Ms. [redacted] did not contact customer service at any point during her 30 day Risk-Free Trial period, nor did we receive a return of the shipment in our returns department. As a result, we charged her first monthly payment of $74.32 on July 12, 2014. Our records indicate that that Ms. [redacted] contacted our customer service department on July 17, 2014, and spoke with one of our customer service representatives in regards to her account. During that call, the representative provided Ms. [redacted] with a discount of $21.25 on the cost of the Hydrolyze products. Accordingly, on August 11, 2014 Ms. [redacted] was charged the second monthly payment of $53.07 for her first shipment of Hydrolyze. On August 4, 2014, and pursuant to the terms of the beauty auto ship program, Ms. [redacted] was sent her second shipment of Hydrolyze. According to our records, Ms. [redacted] contacted us on August 22, 2014 and spoke with one of our customer service representatives. During this call she was provided with all return instructions and a return authorization number, #[redacted] and advised that we must receive the products no later than September 5, 2014 to avoid future charges. According to our records, our returns department did not receive Ms. [redacted]’s return. Therefore, Ms. [redacted]’s return was not processed before the expiration of her 30-day trial period. As a result, she was automatically charged for her monthly payments of $74.32 on September 17, 2014 and October 12, 2014. On October 28, 2014 Ms. [redacted] initiated a dispute with her credit card company for the cost of the goods, plus sales tax. Upon receiving your notice of the claim, we contacted Ms. [redacted] by phone and informed her that we have issued a refund in the sum of $157.09, which constitutes all the disputed charges incurred by our company, including shipping and processing. Ms. [redacted] stated that she was satisfied with the resolution and considers this matter closed. Please note that we strive to provide our consumers with the best customer service possible. We recognize that some customers’ return shipments may not always be properly received in our warehouse due to shipment errors or a multitude of other reasons. Therefore, our company policy dictates that we immediately refund and void the account balance of a customer who calls our customer service department and clams that they have returned the products to our company as instructed. While we encourage our customers to obtain a Delivery Confirmation Number as proof of the return so that we may more efficiently locate their shipment, this policy applies regardless of whether or not the customer is able to provide us with a Delivery confirmation Number. Moreover, our Quality Assurance department ensures that this policy is followed by regularly monitoring calls and taking appropriate action when necessary to remedy a representative’s failure to adhere to company policy. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused Ms. [redacted] and greatly appreciate the opportunity to clarify this matter. We hope that we have resolved this complaint to Ms. [redacted]’s and your satisfaction. Please feel free to contact our office if you should have any further questions regarding this account.

Review: I wish to complain against this companys tactics . In august 2014 I ordered a free trail of Bellaplex , it arrived early September . When I read the small print I realised I had unknowingly signed up to have monthly payments taken from my credit card unless I returned the product within 2 weeks . Immeadeiatly returned the product to the address on the envelope which was [redacted] well within the 2 week period stated in their terms . I enclosed a letter making it very clear I was not interested in this product and to please end any contract I had unwittingly entered into . Ithought that was the end of the matter , then on Oct 3rd 2014 I noticed this company had removed 69 .00 from my credit card without my authority ,it was for the product I had returned in sept . Ithen phoned them in america to complain and demand they return my money , they agreed to look into it . What they actually did was send me another order of Bellaplex cream that I did not ask for or want I specifically said do not send any more , and they are threatening to take more money from my credit card I am furious but they are not answering my queries just sending automated e mails telling me to phone them . I do not want to phone them again they will probably send another shipment of Bellaplex I dont want . Today I have returned the second product to them at a personal cost of 7.50 this time I have had it tracked . I would like you to make them refund me the 69.00 they took from my account and the 7.50 postage ive had to pay for something I did not order or want . I think this company is despicable I believe they deliberately decieve people in order to con people and they need to be stopped . I am fearful of how much further they will harass me and try to take more money from my account . Please help yours truly Desired Settlement: I would like them to refund the £69.00 pounds they took from my account and the £7 50 pence postal costs I incurred today returning the second lot of bellaplex that I didnt order at all .

Business

Response:

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

Business

Response:

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

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 joined the "Look Younger" program which promised that if you purchased Hydroxatone and used it exclusively for months, submitted a voucher every month to "Look youngers" program, at the end of the month period you qualified to have all the money spent on the Hydroxatone product plus $returned to you for participating in the programI have been calling Hydroxatone since April to have my money refunded on the product I purchased plus an additional for participating in the programI submitted the first photo as required, every month I submitted my voucher, and at the end of the six month period, I began calling to ask about receiving my refund plus the $bonus as the ad impliedI have been told with every call that someone would get back to me within hoursI have been waiting for that call since AprilI called on Wednesday of this week, again told someone would get back to me within hoursI called hours later, was told the same thing, and informed the representative that if I did not hear from the company by 3:pm, today, I would contact the Revdex.comNo one has calledI made a month commitment to this company under the assumption that they would honor their advertisementThey owe me over $900.0dollars and I would sincerely appreciate the help of the Revdex.com to make them honor what they advertised.Desired Settlement: Hydroxatone owes me over dollarsI would like to have that commitment honored
Business
Response:
We are in receipt of your letter dated July 18, 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 accountOn August 7, Ms[redacted] was refunded for the total amount paid on her Hydroxatone Anti-Wrinkle Complex Cream orders which consisted of $346.49, including Shipping and ProcessingMs[redacted] has also been sent the amount of $by way of check mailed on August 15, for meeting all requirements of the “Paid to look Young” programOn September 11, Ms[redacted] was refunded a further amount of $The total refunds mentioned above which are equal to $constitute all the disputed charges that Ms[redacted] incurred from our company while on the “Paid to look Young” programMs[redacted] will no longer receive any charges or shipments from our company and her account with us is closedPlease keep in mind it takes 5-business days for the refund issued on September 11, to show in Ms[redacted]’s account
Our records indicate that Ms[redacted] placed her order through the phone on August 22, for the Hydroxatone Am/PM Cream day Risk Free Trial which consisted of a day Hydroxatone Am/Pm Anti-Wrinkle Complex cream supply and enrollment in the “Paid to look Young” programAt the time Ms[redacted] placed her order, she also enrolled in our day Risk-Free Trial program to try our product and paid $for shipping and processing of her shipment, as well as her monthly payments for the next months in order to satisfy the “Paid to look Young” program
The “Paid to look Young” program was a Hydroxatone program whereby customers agreed to purchase and use the Hydroxatone product as directed for a period of six months, and in accordance with the terms and conditions of the program, periodically submit photos during this periodUpon successful completion of the six months and the requirements of the program, the company would reimburse the customer for the cost of the products plus pay the customer a sum of $
In order for the phone transaction to have been processed by our company, Ms[redacted] was required to verbally confirm her acceptance to the terms and conditions of the Risk-Free TrialThese terms and conditions were detailed on the phone conversation where Ms[redacted] agreed to the mentioned charges and verified her credit card informationPhone orders are subject to rejection in the event the customer does not agree to the terms of the day Risk Free Trial which include possible charges if merchandise is kept past days, up front Shipping and Processing charges, an explanation of return conditions, and dates of billing as detailed in the invoice that ships out with order
As per the terms and conditions of the Risk-Free Trial, Ms[redacted] was informed that she would receive full size jars of Hydroxatone Am/Pm Cream to try risk-free for days and would continue to receive them for more cycles which would conclude in a full month programIn exchange, Ms[redacted] agreed that the credit card she provided would automatically be charged $up front on the date her order shipped for her shipping and processing fee, as well as monthly payments of $69.95, the cost of the jars in her order, unless she contacted customer service for return instructions before the expiration of her day Risk-Free Trial period and returned the products as instructed in her invoice
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 in the case that they decide to keep the merchandise past the day trialAdditionally, 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 or e-mails 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 that 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
Our records indicate that Ms[redacted] did contact our customer service on October 26, regarding her “Paid to look young” enrollment and also agreed to buy a month supply up front from our customer service agentOur company did not receive a return from Ms[redacted], therefore, we charged Ms[redacted] for her monthly payments in accordance with the terms and conditions of the Risk-Free Trial during the proceeding monthsWe also stress that we clearly listed the expiration of her day Risk Free Trial on her invoice and provided a return label in her order so that she could return at any time within her days to avoid being charged or cancel her “Paid To Look Young” program if she wanted to
In summary we have refunded all of her orders which equal out to her agreed month “Paid To Look Young” program obligationsHer total refund was $which includes all three of the orders she received while on the “Paid to Look Young” program as well as the $check cut out and sent to her as promise of completing the programWe also cancelled all her future shipments, voided her balance, and Ms[redacted] will no longer receive any charges or shipments from our company since her account with us is closed
Ms[redacted] stated in her complaint that she was dissatisfied with the customer service she received from the representatives she spoke with during the programPlease 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 customers
We hope that we have resolved this complaint to Ms[redacted]’s and your satisfactionThank 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 matterIn our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters
Please feel free to contact our office if you should have any further questions regarding this account
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID 1[redacted]While I agree with the overall response, I have not received the check that was mailed September 11, I will be happy to complete this process AFTER the final refund is receivedI don't feel comfortable signing off on this complaint until I have the full refund amount in handI do appreciate the effort Hydroxatone put into making the "Look Younger" program complete in my case but it took four months of my calling on a regular basis before I was connected to [redacted]He is an outstanding asset to that companyHe took the bull by the horns and solved my problem and for that I am grateful
I will follow up on totally resolving this matter when the final refund check is received
Thank you Revdex.com, you were the motivating factor in solving my problem!

Review: I responded to a free trial offer with hydroxatone. I did not commit to mandatory shipping beyond $7.95. Now they have shipped again and billed me $127.85 for a product that used false advertising and now threaten to put this on my credit report.Desired Settlement: cancel the charges and remove this from my credit report. I have offered to return product. They refuse to negotiate. This product caused an allergic reaction. This is some kind of scam. There is a web site that have complaints the same as mine. If

Business

Response:

Hydroxatone LLCPO Box 1366Hoboken, NJ 07030 April 9, 2015 We are in receipt of your dated March 31, 2015 concerning customer, Ms. [redacted]. Upon receipt of your correspondence, we have investigated Ms. [redacted] claim; below are the findings as wells as our resolution of the matter based on the notes in Ms. [redacted] account. Please note, as a measure of good faith, we have voided the balance on Ms. [redacted] account in the amount of $119.00.Our records indicate that Ms. [redacted] initially called and placed an order on January 15, 2015 with our automated voice response system (“IVR System”). At the time Ms. [redacted] placed her order, she enrolled in the 30 day Risk-Free Trial program for our Hydroxatone Am/Pm Anti-Wrinkle Complex and paid $7.95. for shipping and processing of the shipment.Our IVR System has the advantage of ensuring consistency in that a customer cannot accept an offer until the terms and conditions are first read by the systemverbatim. After the terms and conditions are read, the system needs verbal acceptance from the customer to process the order. The system will not process anorder if the customer either declines the trial offer or fails to provide a response to the offer. Please note that we offer our customers “Risk-Free Trials” of our products. The point of the Risk-Free Trial is to allow the customer to try full size products for a full 30 days so that they can feel and see the results before they have to make the decision to buy them. These products are not samples and therefore we inform our customers that they will be responsible for the cost of the merchandise unless they return them as instructed.Included in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandise. Additionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transit. When a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request they obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Number to put on the outside of their package to ensureexpedited processing with our returns department. According to our records, we did not hear from Ms. [redacted], at any point during her Risk-Free Trial or prior to receipt of this complaint, nor did we receive theshipment back in our returns department. Therefore, we attempted to charge Ms. [redacted] for her first monthly payment in accordance with the terms and conditions ofthe Risk-Free Trial. When the charges on Ms. [redacted] credit card did not go through, her account was placed in a delinquent status and as a result, shebegan to receive non-payment notification letters. It should be noted that our efforts to collect on delinquent accounts never include reporting delinquency or charge off information to credit bureaus. Becausewe have waived the balance due on the account, Ms. [redacted] will no longer receive non-payment notification letters.In reviewing Ms. [redacted] account it came to our attention, Ms. [redacted] has ordered three (3) other products with our company on June 3, 2012, July 18, 2012 and onJuly 22, 2013 under the same terms and conditions. Similarly, the products were shipped and charges for the products on Ms. [redacted] credit card did not go through. Those charges, as this charge, were written off by our company.Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused Ms. [redacted] and greatly appreciate the opportunity to clarify this matter. We hope that we have resolved this complaint to Ms. [redacted] and your satisfaction. Please feel free to contact our office if you should have any further questions regarding this account.

Review: I ordered the "Free Trial" on line and received additional products that I did not order and received a bill
Online advertisement says NO additional fee other than shipping
This company is very misleading and I believe is scam
The product doesn't match or work for meI am very unhappy with this company and I think they should be stopped at marketing such misleading advertisements and frauding the consumers
This company is classic bait and switch tactics.Desired Settlement: I am willing return the products and want this company to stop billing me
And stop sending me products!!
Business
Response:
We are in receipt of your letter dated November 13, concerning customer, your client, Ms[redacted]Upon receipt of your letter, we investigated her claim and below are the facts and our resolution of the matter, based on the notes in Ms[redacted]'s accountAs an initial matter, please note that we attempted to contact Ms[redacted] by phone on December 5, to resolve the matter in her favorUnfortunately, we were unable to speak to her directly, so we left a voicemail messageWe have voided the balance of $due on Ms[redacted]'s account and refunded her credit card in the amount of $3.98, which constitutes all charges that Ms[redacted] incurred from our companyMs[redacted] may keep the merchandise in her possession without further obligation to make a paymentMs[redacted] will no longer receive any charges or shipments from our company and her account with us is closedOur records indicate that, Ms[redacted] placed her order through our website, www.trybbcream.com/s on August 9, for the Hydroxatone Am Pm Anti Wrinkle Complex and for our Hydroxatone Anti Aging BB CreamAt the time Ms[redacted] placed her order, she enrolled in our day Risk-Free Trial program for both products and paid $for shipping and processing for each shipmentIn 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 TrialThese terms and conditions are displayed on the order page where the customer enters their 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 bottles of Hydroxatone Am Pm Anti Wrinkle Complex and two bottles of Hydroxatone Anti Aging BB Cream to try risk-free for daysIn exchange, Ms[redacted] agreed that the credit card she provided would automatically be charged monthly payments of $69.95, the cost of these bottles, unless she contacted customer service for return instructions before the expiration of her day Risk-Free Trial period and returned the products 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 departmentOur records indicate that Ms[redacted] did not contact customer service at any point during her day Risk-Free Trial period, nor did we receive a return of the shipments in our returns departmentTherefore, on September 30, 2014, we attempted to charge Ms[redacted] for her first monthly payments in accordance with the terms and conditions of the Risk-Free Trial but that charge was repeatedly declined, which put Ms[redacted]'s account in delinquency and as a result, she began to receive non-payment notification lettersIt should be noted that our efforts to collect on delinquent accounts never include reporting delinquency or charge off information to credit bureausBecause we have waived the balance due on the account, Ms[redacted] will no longer receive non-payment notification lettersIn 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 bottles of Hydroxatone Am Pm Anti Wrinkle Complex and two bottles of Hydroxatone Anti Aging BB Cream was sent to Ms[redacted] stated in her complaint that she was dissatisfied with the customer service she received from the representative she spoke with on November 11, 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 protocolUpon receiving your notice of the claim, we attempted to contact Ms[redacted] by phone on December 5, to resolve the matter in her favorUnfortunately, we were unable to speak to her directly, so we left a voicemail messageWe have voided the balance of $due on Ms[redacted]'s account and refunded her credit card in the amount of $3.98, which constitutes all charges that Ms[redacted] incurred from our companyMs[redacted] may keep the merchandise in her possession without further obligation to make a paymentPlease note that we strive to provide our consumers with the best customer service possibleWe recognize that some customers' return shipments may not always be properly received in our warehouse due to shipment errors or a multitude of other reasonsTherefore, our company policy dictates that we immediately refund and void the account balance of a customer who calls our customer service department and clams that they have returned the products to our company as instructedWhile we encourage our customers to obtain a Delivery Confirmation Number as proof of the return so that we may more efficiently locate their shipment, this policy applies regardless of whether or not the customer is able to provide us with a Delivery confirmation NumberMoreover, our Quality Assurance department ensures that this policy is followed by regularly monitoring calls and taking appropriate action when necessary to remedy a representative's failure to adhere to company policyThank 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

Review: I responded to an advertisement which I gave my debit card number for shipping charges , for free trial facial creamI was charge three times, and two weeks later, got the free trial, and foun d I could not use Before I could advise Hydroxatone that I could not use I received two packages in the mail, one day apart from each other, shipment contrainers both damaged, I sent contents of both containers back to Hydoxatone , at my expense, priority mail When I traced the mailings, Hydroxatone did receive the package I found I was charged twice, for $ and $My bank disputed the charges and Hydroxatone said I did not return the shipmentSo the bank charged it back to my accountI am a widow , living on ss......I certainly would like to have my money backIt totals $I have sent numerous letters and indeed call phone wise, to no satisfaction.Desired Settlement: The money that was charged to my bank ....in the amount of $ .......I will overlook the charges , three times, of $eachmade to my bank debit card
Business
Response:
We are in receipt of your letter dated January 17,
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 accountsAs an initial matter, please
note that on May 22, we responded to Complaint ID: [redacted], which was also
submitted by Ms[redacted]In our previous response, we informed you that we voided
the balance of $due on Ms[redacted]’s accounts and refunded her credit card
in the amount of $Ms[redacted] has not received any further charges or
shipments from our company and her accounts with us are closedAdditionally,
please note that Ms[redacted]’s bank has not contacted us in regards to any
disputed chargesTherefore, we consider
this matter closed
As stated in our May 22, response, our records
indicate that Ms[redacted] placed orders through
our website, www.trybbcream.com, on March 19,
for the Hydroxatone BB Cream and the Hydroxatone Am/Pm Anti-Wrinkle ComplexAt
the time Ms[redacted] placed her order, she enrolled in our day Risk-Free Trial
program for both shipments of Hydroxatone and paid $for shipping and
processing of each shipmentAdditionally, Ms[redacted] placed another order
through our website, www.tryhydroxatone.com, on March 25, for a day
Risk-Free Trial program for the Hydroxatone Am/Pm Anti-Wrinkle ComplexAt the
time of this order, Ms[redacted] paid $for 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 TrialsThese terms and conditions
are displayed on the order page where the customer enters their credit card
informationThe 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 each Risk-Free Trial, Ms[redacted] was
informed that she would receive full size jars of Hydroxatone to try
risk-free for daysIn exchange, Ms[redacted]
agreed that the credit card she provided would automatically be charged
monthly payments of $69.95, the cost of each jar, unless she contacted customer
service for return instructions for each shipment, before the expiration of her
day Risk-Free Trial periods, and returned the Hydroxatone 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 transit
Our records indicate that Ms[redacted] did not contact
customer service at any point during her day Risk-Free Trial period for the
March 19, shipments, nor did we receive a return of the shipments in our
returns departmentTherefore, on April 26, 2013, we charged Ms[redacted] for her
first monthly payments for each March 19, shipment in accordance with the
terms and conditions of the Risk-Free Trials
Upon review of Ms[redacted]’s
accounts, we see that she contacted our
customer service department via e-mail on May 1, On May 2, 2013, one of
our representatives provided Ms[redacted] with
all of the return instructions for all shipments that she received, including
Return Numbers [redacted] (for the Hydroxatone Am/Pm Anti-Wrinkle Complex),
(for the Hydroxatone BB Cream) and (for the March 25,
shipment of Hydroxatone), and advised her that we must receive her returns no
later than May 17, to avoid future charges and to make sure that she
received a refund of the chargesOn May 8, our returns department
received only one return, the Hydroxatone BB Cream shipmentAt that point, we
voided the remaining balance for the Hydroxatone BB Cream in the amount of
$and refunded her credit card in the amount of $
Upon receiving your notice of the claim, on May 21,
we voided the balance of $due on Ms[redacted]’s accounts and refunded her
credit card in the amount of $Ms[redacted] has not received any further charges
or shipments from our company and her accounts with us are closedAdditionally,
please note that Ms[redacted]’s bank has not contacted us in regards to any
disputed charges
Thank you for bringing this matter to our attentionWe
appreciate the opportunity to clarify this matterPlease feel free to contact
our office if you should have any further questions regarding this
account

Review: HYDROXATONE LLC,REFUSES TO REFUND $69.95 USD AND SHIPPING COST OF $10.64 USD,IN THE FORM OF A MAILED CHECK OR RETURN TO MY BANK ACCOUNT. THIS ISSUE HAS BEEN ON GOING SICE 100114. THEIR PRODUCT IS TRASH, THEIR CUSTOMER SERVICE REPRESENTIVES EVADE THE TRUTH AND THEY MAKE THE ISSUE SOUND LIKE ITS MY FAULT. ID NUMBERS#[redacted] AND [redacted] FOR[redacted]

I WANT ALL OF THE MONEY REFUNED.Desired Settlement: REFUND OF $81.59 USD.

Business

Response:

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

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: Dear Revdex.com officers,Bellaplex offered a 30 day risk free trial of some skin products, even promising some instant results. My wife received the products and my tried them out for 3 weeks without any results. So we sent several emails before the trial period was over, but they were never answered. In the meantime they charged our credit card with $141.89. Finally we called Bellaplex and complained about it, also asking them to reimburse the money they had withdrawn. By now of course they claimed that the trial period was over and they also demanded more money for the products. I'm sorry to say that I was not able to convince the person that we had done everything to meet the conditions according to their advertising.I hope you are able to do something to help us. It is especially unfair to trick older people into such a deal.Desired Settlement: Reimburse the money.

Business

Response:

We are in receipt of your letter dated March 28, 2014

concerning 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 his wife’s account. As an initial matter, please note that we have

voided the balance of $139.90 (USD) due on Mrs. [redacted]’s account and refunded her

credit card in the amount of $143.88 (USD), which constitutes all charges that Mrs.

[redacted] incurred from our company. Mrs. [redacted] will no longer receive any charges or

shipments from our company and her account with us is closed.

Our records indicate that, Mrs. [redacted] placed 2 orders through our websites, www.hydroxatonetrial.com

and www.trybellaplex.com, on February 12, 2014 for

the Hydroxatone Am/Pm Anti-Wrinkle Complex and the Bellaplex. At the

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

programs for Hydroxatone and Bellaplex and paid $1.99 (USD) for shipping and

processing of each shipment.

In order for the online

transactions to have been processed by our company, Mrs. [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 an order in the event the customer

does not click this box.

As per the terms and conditions

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

that she would receive 2 full size jars of Hydroxatone, and 2 full size

bottles of Bellaplex, to try risk-free for 30 days.

In exchange, Mrs. [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 Hydroxatone, and 2 monthly payments of $69.95,

the cost of the 2 bottles of Bellaplex, unless she

contacted customer service for return instructions before the expiration of the

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

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

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

we receive a return of the shipments in our returns department. Therefore, on March

22, 2014, we charged Mrs. [redacted] for her first monthly payments in accordance

with the terms and conditions of the Risk-Free Trials.

On March 25, 2014 we received an e-mail from Mrs. [redacted]

requesting a refund for the charges of Hydroxatone and Bellaplex. We responded

to Mrs. [redacted]’s e-mail with all of the return instructions,

including Return Numbers 2854243, for the Hydroxatone, and 2854241, for the Bellaplex, and advised her that we must receive her returns no later

than April 10, 2014 to avoid future charges.

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

us on March 28, 2014 and spoke with one of our customer service representatives

in regards to her account. According to the notes in the account, the

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

during her initial order. Unfortunately, the call was disconnected before the

representative could further assist Mrs. [redacted].

On March 29, 2014, Mrs. [redacted]’s daughter contacted our

customer service department and spoke with another representative in regards to

the charges on her mother’s account. The representative provided her with the

full return instructions for both the Hydroxatone and Bellaplex and advised

that a refund would be processed when the products were received by our returns

department.

Upon receiving your notice of the claim, we voided the

balance of $139.90 (USD) due on Mrs. [redacted]’s account and refunded her credit

card in the amount of $143.88 (USD), which constitutes all charges that Mrs.

[redacted] incurred from our company. Mrs. [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 Mrs. [redacted] and greatly

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

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

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

account.