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Reviews Hydroxatone

Hydroxatone Reviews (109)

Review: I am trying to cancel this productThey are saying there are accounts, which I was not aware ofTo cancel, they want to charge me $or they will not cancelIn talking to customer service, I have been hung up on twiceOnce by [redacted], a supervisor and once by [redacted][redacted] also lied to me about the availability of a supervisor when I asked to speak to oneI called on another line and got through and started talking to [redacted] before she hung up on me
I want to cancel this and do not want to pay $feeAs a side note, I did cancel other "auto-fill" services WITHOUT any problem whatsoever.Desired Settlement: End of product shipment and end of billing nightmare
Business
Response:
We are in receipt of your letter dated May 30,
concerning customer, Ms[redacted]Upon receipt of your letter, we
investigated Ms[redacted]’s claimAs an initial matter, please note that we
would like to apologize to Ms[redacted] for any inconvenience this may have
causedAs a measure of good faith, we have voided the balance of $due
on Ms[redacted]’s accountsMs[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
Ms
[redacted] stated in her complaint that she was dissatisfied with the customer
service she received from the representative, as well as the supervisor, she
spoke with on May 30, Please note that
customer service is a top priority of our company, so all of our
representatives and supervisors are trained to speak with customers in a
respectful and courteous mannerFurthermore, we would like to assure Ms
[redacted] that our Quality
Assurance department has the ability to pull and review all customer service
calls and will take appropriate remedial action, when necessary, to ensure the
ongoing satisfaction of our customers
Thank
you for bringing this matter to our 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 satisfactionPlease feel
free to contact our office if you should have any further questions regarding
this account

Review: A few months ago I purchased (online) a new product that was offered on the internet. This was a pop-up ad. The name of the product is LUMINIQUE. I filled out the form online and gave them my Discover Card number. I was only charged for shipping and handling at the time. Approximately $5.00-$7.00. I received the products (2 small jars of wrinkle cream and a very small plastic bottle of toner). I was given 30 days to try the product at no further charge. After I had these products for about 10 days I contacted Luminique and told them I wanted to return the unused portion of the product and no be billed for anything else. This was the agreement at the time I placed the order. LUMINIQUE sent me an addressed, postage-paid label with a large bar code on it with instructions on how to return it. I put one small jar of wrinkle cream and the unopened bottle of toner in a plastic envelope and sealed the package with a lot of tape !! I attached their return label to the front of the package and brought it to the Post Office. The Post Office was not open at that time., except for the Lobby. I placed the package very carefully in the drawer where you mail packages and closed the drawer tightly. I opened it again to be sure the package went down into the shoot. Everything seemed fine. Not long after that my SUNTRUST Master Card was charged $92.00 for this product that I had returned in good faith and following all the directions. Soon after that I went to my local SUNTRUST bank branch office and asked to file a fraud complaint. The bank helped me out with this immediately and I was issued a temporary credit of $92.00 to my Master Card. Just last Friday I received a letter from SUNTRUST stating that the investigation was complete and that they found nothing wrong with the charge to my account !! So, I went into my local SUNTRUST branch yesterday, Monday, October 7, 2013 and spoke with them about this charge.Desired Settlement: A full refund if $92.00 dollars to my SUNTRUST Master Card. Last night I spent an entire hour on the phone with LUMINIQUE and told them what was happening. They said that I paid for the shipping of the product with a DISCOVER CARD that I have. I finally agreed to a charge of $73.00 and some change to my DISCOVER CARD because they said my package must have gotten lost in the mail. However, SUNTRUST is now putting $92.00 dollars back on Master Card. WHY ON EARTH would I give out TWO (2) credit card numbers for a trial of a skin care product ??!!! I NEVER DID THIS AND I NEVER WOULD. PLEASE HELP !!

Business

Response:

Dear [redacted], We are in receipt of your letter dated October 8, 2013concerning customer, [redacted]. Upon receipt of your letter,we investigated her claim and below are the facts and our resolution of thematter, based on the notes in [redacted]’s account. As an initial matter, wewould like to apologize to [redacted] for any inconvenience this may havecaused. Please note that we are sending [redacted] a check in the amount of$92.00. [redacted] will receive this check within 14 to 21 days from the dateof this letter. Our records indicate that, [redacted] placed her order through our website, www.getluminique.com,on July 7, 2013 for the Luminique. At the time[redacted] placed her order, she enrolled in our 30 day Risk-Free Trialprogram for Luminique and paid for theshipment using a Discover credit card. Additionally, our records indicate that [redacted]placed another order with our company on August 1, 2013. This order was placedthrough one of our former third party marketers forthe Hydroxatone Am/Pm Anti-Wrinkle Complex. At the time [redacted]placed this order, she enrolled in our 30 day Risk-Free Trial program for Hydroxatone and paid for the shipment using a MasterCard. Due to the multiple orders, we believe that this was thecause for confusion for the charges to [redacted]’s accounts. Therefore, weare sending [redacted] a check in the amount of $92.00, to cover the cost sheincurred on her Master Card. Thank you for bringing this matter to our attention. Onceagain, we sincerely apologize for any inconvenience this may have caused Ms.LeGrand and greatly appreciate the opportunity to clarify this matter.Additionally, we would like to apologize for the delay in our response, as wehad only just become aware of this issue. We hope that we have resolved thiscomplaint to [redacted]’s and your satisfaction. Please feel free to contactour office if you should have any further questions regarding thisaccount. Sincerely,[redacted]Customer Service Compliance AssociatePhone [redacted]Fax (201) 221-8384

Review: I received an unsolicited item in the mail from this company. I did not place any order for this item and I do not want this item. It is a CRUSHED box of some type of wrinkle reducer. I do not want any solicitation from this company and they need to credit any charges they made to my credit card. This is fraudulent practices and I want my name removed from any mailings or fraudulent practices they employ.Desired Settlement: I want them to reverse the charges to my credit card, if any, and remove my name from any contact listings they have. I want no further contact of any kind from this supposed company.

Business

Response:

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

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 was on my computer doing a survey when an ad had popped up as a consequence I accidently had filled out an application I thought was for a survey til I saw a box that said place order.I did not click that box and immediately exited their website.So I went to south carolina for weeks came home to this package I returned the package to the company not touched I never opened their product hydroxatone.They then proceeded to lie to me on three seperate conversations over the phone saying they would refund my money.They also told me tokeep checking with my bank for refund.Which all turned out to be lies because I called my bank today still no refund.So I called this morning and they said they were giving me a store credit when I actually never ordered anything to start with.All I asked for was a refund for something I didnt order and all I got was very unsatisfying experience with a buissness I have never done buissness with.I feel like I have been robbed for I dont want a store credit I want my money back.This man Blake whom I spoke with is very rude and refused my refundDesired Settlement: refund
Business
Response:
Hydroxatone, LLC[redacted] 11/11/
[redacted]Revdex.com of New Jersey[redacted]
RE: CASE # [redacted] Dear [redacted] We are in receipt of your letter dated October 24, concerning customer, your client, MsLisa BoggsUpon receipt of your letter, we investigated her claim and below are the facts as well as our resolution of the matter based on the notes in [redacted]' accountAs an initial matter, please note that we voided the balance on [redacted]' account and refunded her credit card in the amount of $75.19, which constitutes all charges that [redacted] incurred from our company[redacted] will no longer receive any charges or shipments from our company and her account with us is closedOur records indicate that [redacted] placed her order online through our website www.trybbcream.com on August 12, for tubes of Hydroxatone BB Cream and a day Hydroxatone Toner supply ("BB Cream")At the time [redacted] placed her order, she enrolled in our day Risk-Free Trial program for product and paid $for shipping and processing of the shipmentIn order for the online transaction to have been processed by our company, [redacted] was required to check off a box which confirmed her acceptance to the terms and conditions of the Risk-Free 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, [redacted] was informed that she would receive full size bottles of BB Cream to try risk-free for daysIn exchange, [redacted] agreed that the credit card she provided would automatically be charged monthly payments of $69.95, plus a small shipping and processing fee, 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 BB Cream 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 instructed.Included in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandiseAdditionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transitWhen a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request 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 when they call for return instructions to ensure expedited processing with our returns departmentOur records indicate that [redacted] did not contact customer service at any point during her day Risk-Free Trial period, nor did we receive a return of the shipment in our returns departmentTherefore, on September 18, 2014, we attempted to charge [redacted] for her first monthly payment of $in accordance with the terms and conditions of the Risk-Free TrialUpon review of [redacted]' account, we see that she contacted our customer service department on October 9, for the first time and stated that she wanted to return her product and wanted a refund despite being days past her day Risk Free Trial expiration dateOur warehouse had received [redacted]' return after her day expiration date and therefore issued a store credit in the sum of $in accordance with our company policyThis was explained to [redacted] by our customer service representativesUpon receipt of our complaint, we refunded [redacted] her total amount of $on November 4, 2014, and have attempted to contact [redacted] to inform her of this[redacted] stated in her complaint that she was dissatisfied with the customer service she received from the representative she spoke with regarding her accountPlease note that we train all of our customer service representatives to be professional and courteous with all of our customersProviding outstanding customer service is a top priority of our company, so we take complaints of this nature very seriouslyOur Quality Assurance department has the ability to pull and review all customer service calls and will take appropriate remedial action, when necessary, to ensure the ongoing satisfaction of our customersThank you for bringing this matter to our attentionWe do apologize for any inconvenience this may have caused [redacted] and we greatly appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to [redacted]' satisfaction as well as yoursPlease feel free to contact our office if you should have any further questions regarding this accountSincerely,
[redacted]Customer Service Compliance Associate[redacted]

Review: These is have hacked my credit card number and will not answer the phone number listed . They need to be incarcerated for a lifetime.

Bellezza Products LLC has unlawfully charged 147.85 to my debit card and will not respond to phone calls, etc. Please shut them down immediately.Desired Settlement: I want $147.85 plus $30.00 for the overdraft the fraudulent charge created and I want it immediately.

Business

Response:

Dear Ms. Ferrara,

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

concerning 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 the account. As an initial matter, please note that we would like to

apologize to Ms. [redacted] for any inconvenience this may have caused. We have refunded

her credit card in the amount of $287.75, which constitutes all charges that Ms.

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

charges from our company and the account with us is closed. Additionally, we

are sending Ms. [redacted] a check in the amount of $30.00 to cover the cost she

incurred for her overdraft fee. Ms. [redacted] will receive this check within 14

to 21 days from the date of this letter.

Upon review of our system, our records indicate that an

order was placed through our website, www.hydroxatone.com, on June 30, 2013 for

a “Buy Two Get One Free” offer of our Hydroxatone Am/Pm Anti-Wrinkle Complex.

The order was submitted under the name Tracy [redacted] with the following

billing/shipping address: 111 Haynes Village Pl, Pikeville, KY 41501. The

credit card that was used at the time of the order was charged $139.90 for the

cost of the shipment.

We confirmed that the customer accepted our “Buy Two Get

One Free” offer of Hydroxatone, whereby the customer agrees to pay for 2 jars

upfront in exchange for receiving a third jar for free. And like all of our

trial offers, the “Buy Two Get One Free” offer comes with our 30 day Bottom of

the Jar Guarantee. This means that the customer can contact our customer

service department within 30 days of receipt of the shipment and return the

merchandise as instructed to receive a full refund of their product purchase

price, less shipping and processing and return postage fees. Lastly, the customer was

informed that she would receive 3 new jars every 90 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. At the time of the order, there was

nothing to suggest that the order was placed fraudulently, so the order was processed

and shipped like all others.

Because the customer’s account had been set up for the

Beauty Auto-Shipment Program, and because nobody called to cancel the account

from the Beauty Auto-Shipment Program or return any of the merchandise to our

warehouse, a second shipment of 3 jars of Hydroxatone was sent to the customer

on September 30, 2013, and the credit card on file was charged $147.85.

On October 7, 2013, we spoke with Ms. [redacted] in regards

to the charge on the account. Ms. [redacted] informed us that the customer who

placed the order was her cousin that did not have permission to use her credit

card. Therefore, we refunded Ms. [redacted]’s credit card in the amount of $147.85.

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

[redacted]’s credit card in the amount of $139.90, which constitutes all charges

that she incurred from our company. Ms. [redacted] will no longer receive any

charges from our company and the account with us is closed. Additionally, we

are sending Ms. [redacted] a check in the amount of $30.00 to cover the cost she

incurred for her overdraft fee. Ms. [redacted] will receive this check within 14

to 21 days from the date of this letter.

Thank you for bringing this matter to our attention. We

also wish to advise you that we are trying to implement effective fraud filters

to prevent this type of fraud from occurring. Unfortunately, it is a byproduct

of the internet and both consumer and companies like ours are the victims. We

do apologize for any inconvenience or confusion this may have caused the

customer and greatly appreciate the opportunity to clarify this matter. Please

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

regarding this account.

Review: I placed an order on line Jan 2nd and I was charged $2.17. I never received the product and in February 14th I was charged $79.03. I have tried calling but I keep getting a recording that they are experiencing technical difficulties please try later.

I had not received any product and I don't want there product as they misrepresent the cost in their advertising. I expect them refund all charges as I didn't receive anything .Desired Settlement: I expect a full refund immediately

Business

Response:

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

concerning customer, Ms. [redacted]. Upon receipt of your letter, we

investigated her claim and below are the facts and our resolution of the

matter, based on the notes in Ms. [redacted]’s account. As an initial matter,

please note that we have voided the balance of $69.95 (US$) due on Ms. [redacted]’s

account and refunded her credit card in the amount of $71.94 (US$), which

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

will no longer receive any charges from our company and her account with us is

closed.

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

on January 1, 2014 for the Hydroxatone Am/Pm

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

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

and paid $1.99 (US$) 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 $69.95 (US$), the cost of these 2 jars, unless she

contacted customer service for return instructions before the expiration of her

30 day Risk-Free Trial period and returned the 2 jars as instructed.

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

of our products. The point of the Risk-Free Trial is to allow the customer to

try full size products for a full 30 days so that they can feel and see the

results before they have to make the decision to buy them. These products are

not samples and therefore we inform our customers that they will be responsible

for the cost of the merchandise unless they return them as instructed.

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, because

we were unaware there was an issue with the delivery of the shipment, on February

14, 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 us on February 15, 2015, via e-mail. She informed us that she had not

received the shipment. At that point, we voided the balance of $69.95 (US$) due

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

(US$). We responded to Ms. [redacted]’s e-mail and informed her of the refund.

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

[redacted]’s credit card in the amount of $1.99 (US$), which constitutes all

charges that she incurred from our company. Ms. [redacted] will no longer receive

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

Thank you for bringing this matter to our attention. We

also wish to advise you that international shipments can sometimes be delayed

by customs. We do apologize for any inconvenience or confusion 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:

They did not credit me the amt that was stated in their response. I was charged 79.03 on Feb 14th and received a credit of 74.59. My complaint was due to the fact that they charged me for something I never recd. if I just didn't want the product that would be different but I shouldn't be out of pocket for anything when they didn't supply what I ordered

I was also charged 2.17 when I initially placed my order. So it has cost me 6.61 for nothing. I realize I recd most of the money back but I don't appreciate their response

I am rejecting this response because:

Business

Response:

We are in receipt of your rebuttal letter dated February

21, 2014 concerning customer, Ms. [redacted]. Upon receipt of your letter,

we are sending Ms. [redacted] a check for $10.00 (US$). This amount should more

than cover the cost Ms. [redacted] incurred for the exchange rate, as well as any

conversion fees. Please allow 14 to 21 days from the date of this letter for Ms.

[redacted] to receive this check.

Once again, we do apologize for any inconvenience this

may have caused Ms. [redacted]. 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.

Adam Ahl

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.

Review: An advertisement on-line claiming a "FREE" trial offer with "NO RISK" involved for a wrinkle remover product I wanted to have my mother try as it was supposidly free with no risk involve. The product arrived and shortly after a bill came asking for $69.95. I shortly thereafter called the company stating that I was not interested in purchasing their free product and demanded a return package mailing address sticker. The person I spoke with was my first attempt dealing with Hydroxatone by phone and I was told to return the package (which was complete with nothing missing, opened nor used). When the return address label arrived I placed their mailing label on the package and returned it by mail. I women I'd spoke to said that would be the end of the matter. Over a month later I found a withdrawl from my checking account for $69.95 and my bank statement showed it went to Tryhydrolyze.com and their phone # followed, [redacted]. I spoke with my bank and the money was returned three times. I even canceled my ATM card to make sure this wouldn't happen again even tho their phone representative assured my that I no longer had an account with them and this wouldn't happen again. Now they went thru the credit card company they claim and my $69.95 was removed for the 4th time. I spoke with a manager who claims that I never returned their package and that no return address package label was sent to me and that I'd never contacted them for this purpose. I have a copy of their e-mail, a "Return Confirmation Notice" showing that I did return the product and that they now intend to refund to me $7.95. What that money is supposed to represend I haven't a clue! My complaint is they continue to lie to me, repeatedly take the money from my account and tho I returned the product and have nothing of their's in my possession they keep repeating that it their policy and that is suppose to mean something and makes my money theirs and makes it legitimate. A run around is all I"m getting.Desired Settlement: This removing money from my account has to stop. I was informed that if I hadn't noticed the withdrawl they would have kept the money right or wrong because that is their policy. They frequently refered to their policy to justify their actions like it came straight out of the bible but never explained what their "policy" is! The $69.95 which they removed from my account for the 4th time,. this needs to be returned and no further attempts made to grab money under shady excuses. Even tho my bank said that by canceling my ATM card they couldn't pull the money out again and their phone representative claimed that I no longer had an account and assured me that the matter was closed they still took the money again. I deserve an apology from a manager only after my money has been returned and would like to have it explained to me why they believed I owed them $69.95 after returning their goods and getting nothing product or service wise. $69.95 for nothing. That's a policy?

Business

Response:

,

We are in receipt of your letter dated October 30, 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 are sending Mr. [redacted] a check in the amount of $209.85,

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

will receive this check in 14 to 21 days from the date of this letter. Additionally,

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] initially called and placed an order on April 9, 2013 with our

automated voice response system (“IVR System”). At the time Mr. [redacted] placed

his order, he enrolled in the 30 day Risk-Free Trial

program for our Hydrolyze Advanced Under Eye Treatment 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.

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 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 Mr. [redacted] that he would

receive 2 jars of Hydrolyze 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 Hydrolyze,

unless he contacted customer service for return instructions before the

expiration of his 30 day trial period and returned the 2 jars as instructed. Lastly, Mr. [redacted] was

informed that he would receive 2 new jars of Hydrolyze 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 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 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. In the meantime, because Mr.

[redacted]’s account had been set up for the Beauty Auto-Shipment Program, and

because he didn’t call to cancel his account from the Beauty Auto-Shipment

Program or return any of the merchandise to our warehouse, a second shipment of

2 jars of Hydrolyze was sent to Mr. [redacted]

on June 10, 2013.

Upon review of Mr. [redacted]’s

account, we see that he contacted our customer

service department on June 12, 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 for the June 10, 2013 shipment, including Return Number 2460337, and

advised him that we must receive his return no later than June 26, 2013 to

avoid future charges. Additionally, the representative voided the remaining

balance of $69.95 for the April 9, 2013 shipment, allowing Mr. [redacted]

to keep the initial shipment at a 50% discount. Finally, our records indicate

that we did not receive Mr. [redacted]’s return of the June 10, 2013 shipment.

Therefore, we charged Mr. [redacted] for his monthly payments in accordance with

the terms and conditions of the Risk-Free Trial.

On August 20, 2013 and October 1, 2013, Mr. [redacted]’s

banking institution had disputed the 3 charges for the Hydrolyze in the amount

of $209.85 ($139.90 for the August dispute and $69.95 for the October dispute).

Company policy dictates that when a customer disputes any charges, all disputed

charges are to be refunded to the customer until the dispute is resolved. On

August 23, 2013 and October 8, 2013 Mr. [redacted]’s banking institution sided

with our company and allowed us to recoup the charges for the products, in the

amount of $209.85. Additionally, on October 18, 2013 one of our customer

service representatives attempted to refund Mr. [redacted]’s credit card for the

disputed charges. Unfortunately, because the charges had been disputed the

representative was unaware the refunds did not process. However, the

representative was able to refund Mr. [redacted]’s credit card in the amount of

$15.90 for the cost he incurred for the shipping and processing of both shipments.

Upon receiving your notice of the claim, we are sending Mr.

[redacted] a check in the amount of $209.85, which constitutes all charges that he

incurred from our company. Mr. [redacted] will receive this check in 14 to 21

days from the date of this letter. Additionally, 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.

Sincerely,

Consumer

Response:

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

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

Regards,

Review: In August 2014, I applied on line for a free sample of Luminque toner and Luminque 90 second wrinkle reducer. On providing my credit card details I was prompted to trial at no cost a sample of Luminque and Bellaplex facial cream. Approximately four weeks later I received my package with the free sample of Lumique toner and Luminque wrinkle reducer and 2 tubs of Luminque and 2 bottles of Bellaplex cream with information that I would continue to receive 1 Luminque and 1 Bellaplex facial every month and that money would automatically be deducted from my account. I immediately contacted the company. My call was answered by a man who seemed to be quite exacerbated with my attempts to inform him that I had no intention of agreeing to this totally inappropriate situation and that I would return the free trial samples directly. I was asked my the company representative if I had actually tried the cream and when I said I had no intention of doing so he informed me that I had obviously not read the fine print and that I could not return the free trial samples. He then proceeded to tell me what he could do was that he would charge me for only one sample and I was to keep the other samples free of cost. I was informed if I agreed to this that one payment of $69 would be deducted from my account. Having wrangled on the phone for almost 30 minutes I agreed to the one payment. A number of months later having returned home from travel I discovered that the company had without my authorization deducted money from my account. On 19th September 2014 two deductions of $2.28 the cost of the postage for the free toner and wrinkle reducer was taken from my account, which is appropriate. On the 9th October $82.23 was deducted followed by another deduction of $82.23 on 3rd November, followed by a further $85.47 on 3rd December 2014. A total of $249.93 where I had agreed to a one payment of $69 ??

I called the company on the 29th December 2014 and again the company representative that took my call sounded frustrated, sighing and interrupting me in my attempts to inform her that I had not agreed to purchase their product. When I attempted to explain to the representative that I had already called the company in August 2014 and that another company representative had informed me that only one deduction would be from my account then and that would close all connections, the female representative informed me I was in the wrong and that the company were in the right and that another deduction? $85.47 would be taken from my account on 3/1/2015. I did not continue with the conversation. In total the company will by 3/1/2014 have taken approximately $335.50 from my account rather than the $69 that I agreed to in good faith. I believe that this company uses false and illegal methods to try and dupe and intimidate consumers into purchasing their products. I would like this remedied by the company not deducting any more money from my account as threatened that they will do on the 3rd Jan 2015 (a further $85.47) (noting the festive holidays and the banks are closed so I can not contact the bank directly)) and returning to my account a total of $180.93 which has been deducted without my approval. If the company has deducted a further $85.47 on the 3/1/2015 before I can make contact with my bank I would like a total of $266.40 returned to my account by Jan 2015.Desired Settlement: I would like this remedied by the company not deducting any more money from my account as threatened that they will do on the 3rd Jan 2015 (a further $85.47) (noting the festive holidays and the banks are closed so I can not contact the bank directly)) and returning to my account a total of $180.93 which has been deducted without my approval. If the company has deducted a further $85.47 on the 3/1/2015 before I can make contact with my bank I would like a total of $266.40 returned to my account by Jan 2015.

Business

Response:

We are inreceipt of your letter dated December 31, 2014 concerning customer, Ms. [redacted]. Upon receipt of your letter, we investigated her claim and beloware 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 e-mail, on January 6, 2015 and informed her we hadrefunded her credit card the full amount of charges totaling $279.80 US and thatshe could keep the merchandise without any further obligation to make apayment. Ms. [redacted] stated that she was satisfied with the resolution andconsiders this matter closed. Our records indicate that, Ms. [redacted] placed her order through our website, www.getluminique.com,on September 17, 2014 for the Luminique. Atthe time Ms. [redacted] placed her order, she enrolled in our 30 day Risk-FreeTrial program for Luminique and paid $1.99 USfor shipping and processing of the shipment. Additionally, Ms. [redacted]placed an order for our 30 day Risk-Free Trial program for Bellaplex and paid$1.99 US for shipping and processing of the shipment. In order for the online transaction to have beenprocessed by our company, Ms. [redacted] was required to check off a box which confirmed her acceptanceto the terms and conditions of the Risk-Free Trial. These terms and conditionsare displayed on the order page where the customer enters their credit cardinformation. The system is set up to reject the order in the event the customerdoes not click this box. As per the terms and conditions of the Risk-FreeTrial, Ms.[redacted] was informed that she would receive 2full size jars of Luminique, and 2 full size bottles of Bellaplex, to tryrisk-free for 30 days. In exchange, Ms. [redacted] agreed that the credit card she provided wouldautomatically be charged 2 monthly payments of $69.95 US for the cost of these 2jars of Luminique, and 2 monthly payments of $69.95 US for the cost of these 2jars of Bellaplex, unless she contacted customer service for returninstructions before the expiration of her 30 day Risk-Free Trial period andreturned the Luminique 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 toallow the customer to try full size products for a full 30 days so that theycan feel and see the results before they have to make the decision to buy them.These products are not samples and therefore we inform our customers that theywill be responsible for the cost of the merchandise unless they return them asinstructed. Included in all of our shipments is an invoice outlining thespecific bill dates and amounts that will be charged to the customer if theydecide to keep the merchandise. Additionally, we request that the customercontact our customer service department in the event they wish to obtain returninstructions, thereby ensuring that their package will be properly received andprocessed by our returns department and that they will not be charged for theproducts while their return is in transit. Upon review of Ms. [redacted]’saccount, we see that she contacted ourcustomer service department on October 7, 2014, and spoke with one of ourcustomer service representatives in regards to her account. During that call,the representative offered Ms. [redacted] a discount of 50% off thepurchase price. Ms. [redacted] agreed to the discount. Unfortunately, therepresentative failed to adjust Ms. [redacted]’s account accordingly.Therefore, her account was charged her monthly payments. We would like toapologize to Ms. [redacted] for any inconvenience this may have caused. Furthermore,we would like to assure Ms. [redacted] that our Quality Assurance departmentis trained to take the appropriate corrective action necessary when arepresentative has failed to follow company policies or protocol. Our records indicate that one of our customer servicesupervisors contacted Ms. [redacted] by e-mail (as well as leaving a voicemailmessage) on January 6, 2015 and informed her that we had refunded her creditcard the full amount of charges totaling $279.80 US and that she could keep themerchandise without any further obligation to make a payment. Ms. [redacted] contactedus January 7, 2015 and informed us that she was satisfied with the resolution. Thank you for bringing this matter to our attention. Onceagain, we sincerely apologize for any inconvenience this may have caused Ms.[redacted] and greatly appreciate the opportunity to clarify this matter. Wehope that we have resolved this complaint to your satisfaction. Please feelfree to contact our office if you should have any further questions regardingthis 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: Product stains clothes-I called 4 times on 6/23/14 to get a materiel return authorization (RMA). A recorded voice demands a authorization number which is nowhere to be found on their invoice or website, and hangs up.

I also emailed hydroxyatone and requested a RMA and asked that they cancel any further shipments and use of my credit card. Can not get to resolution=they do not answer email or phone.Desired Settlement: Refund credit card charge of 145.85 and cancel any further shipments and use of my credit card

Business

Response:

Hydroxatone, LLC

P. O. Box 1366

Hoboken, NJ 07030

7/10/2014

We are in receipt of your letter dated June 27, 2014 concerning customer, Ms. Nancy [redacted]. Upon receipt of your letter, we investigated her claim and below are the facts as well as our resolution of the matter based on the notes in Ms. [redacted]’s account. As an initial matter, please note that we refunded the charge of $145.85 on Ms. [redacted]’s account on June 30, 2014. We also refunded her credit card for $1.00 the same day for her “Your Beauty Advisor” membership that she had signed up for when she placed her order, which constitutes all the charges incurred by 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] initially called and placed her order on June 15, 2014 with our automated voice response system (“IVR System”). At the time Ms. [redacted] placed her order, she opted to order a buy two get one free Hydroxatone offer (3 month supply) and paid $145.85 for her order which included the cost 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 “Buy two get one free” offer of Hydroxatone by verbally agreeing to the terms and conditions of the offer. As per the terms and conditions read during the initial sales call, our IVR System informed Ms. [redacted] that she would receive 3 jars of Hydroxatone to try with a 30 day money back guarantee that entitled her to be refunded of her up front charge as long as she called and returned her product within 30 days in case she wasn’t satisfied. Lastly, Ms. [redacted] was informed that she would receive 3 new jars of Hydroxatone every 90 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 merchandise or any subsequent auto-shipments to our warehouse.

In addition to the offer for Hydroxatone, our IVR System offered Ms. [redacted] a 2 month membership in our Beauty Advisor Program which she also provided verbal agreement for. This membership includes among other things, a free supply of our Inner Beauty Complex supplement. When extending this offer, the system informs the customer of all the terms and conditions related to the Beauty Advisor Program. The $1 monthly Beauty Advisor membership fee is automatically discounted from the order amount and also charged one last month 30 days after. The customer must verbally accept this membership offer in order for the system to enroll the customer in the program.

Please note that we offer our customers a “30 day money back guarantee” of our products whenever they pay up front. The point of the “30 day money back guarantee” 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 be refunded for their paid value by returning them within the 30 days. These products are not samples and therefore we inform our customers that they will be responsible for the charge paid on the merchandise unless they return the merchandise as instructed within the 30 day money back guarantee time frame.

Included in all of our shipments is an invoice outlining the specific charge dates and amounts that were 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 Ms. [redacted]’s account, we see that she first contacted our customer service department on June 24, 2014 through e-mail to receive a return material authorization number. Ms. [redacted] was sent an e-mail reply from our customer service representative the same day on June 24, 2014 in regards to her account and also was provided with all of the return instructions, including return number 2958631. Our representative advised her that we must receive her return no later than July 9, 2014 to be refunded and cancelled all future shipments.

Please note that we strive to provide our consumers with the best customer service possible. We recognize that some customers’ return shipments may not always be properly received in our warehouse due to shipment errors through the post office, customer not shipping properly, shipping without a returns number or any account information, as well as a multitude of other reasons. Therefore, our company policy dictates that we immediately refund the product value or void any account balance of a customer who calls or e-mails our customer service department and claims that they have returned the products to our company as instructed. 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 satisfaction as well as yours. 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: A free sample was mailed to me I payed the shipping and I mailed the bottle back within the 30 day period and told them to cancel , then they draft 64.00 off my card the following month for nothing , so I close my acct and open another one with the same bank then they draft out another 64.00 off my new acct I told the bank specifically not to let them draft again but didnt work I would like them to return the money they took for nothingDesired Settlement: Refund

Business

Response:

March 20, 2015 Dear Ms. Ferrara,We are in receipt of your letter dated March 5, 2015 concerning customer, [redacted]. Sorry for the delay in the response.Upon receipt of your letter, we checked our records and have no customer record for the name, address, phone, and emailaddress or combination thereof (please see below) provided by Ms. [redacted]. Unfortunately we are unable to resolve this matter without additional information. from Ms. [redacted] such as; product, dateof purchase, method of purchase (i.e. phone, internet), and confirmation of the customer address, phone, email (used for purchasing/billing) or credit card statement (redacted) showing the charge. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused Ms. [redacted]. We look forward to working with you to resolve this matter.

Review: The company advertised a free trial of their cosmetics. They sent the wrong color and then charged me for the product, with the promise to continue charging me and sending me a product I didn't want. I complained to the company who laughed me off and offered me a lesser charge to my VISA, which I agreed to, seeing no other option. They continue to call and tell me they're sending more products (which I will undoubtedly be charged for), despite my telling them to leave me alone and destroy my account (something the customer representative assured me had already occurred).Desired Settlement: Stop calling me, stop sending products, destroy my account, and refund the $40 I paid for a product I can't use...which was supposed to be free to begin with. Frankly, I'd like them put out of business, too.

Business

Response:

We are in receipt of your letter dated June 20, 2013

concerning customer, Ms. [redacted] L. [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 $99.90 due on Ms. [redacted]’s account and refunded

her credit card in the amount of $41.99, 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. Additionally, Ms.

[redacted] may keep the merchandise in her possession without further obligation to

make a payment.

Our

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

our marketing partners. Ms. [redacted] placed her order through

our website, www.trybbcream.com, on June 3, 2013 for

the Hydroxatone BB Cream. At the time Ms. [redacted] placed her order, she

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

and paid $1.99 for shipping and processing of the shipment.

In order for the online transaction to have been processed by our

company, Ms.

[redacted] was required to check off a box which

confirmed her acceptance to the terms and conditions of the Risk-Free Trial.

These terms and conditions are displayed on the order page where the customer

enters their credit card information. The system is set up to reject the order

in the event the customer does not click this box.

As per the terms and conditions of the Risk-Free Trial, Ms. [redacted] was informed that she would receive 2 full size bottles 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 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.

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

contacted us on June 10, 2013 and spoke with one of our customer service

representatives in regards to her account. The representative reviewed the

terms and conditions that Ms. [redacted] agreed to during her initial order. During

the call, the representative canceled Ms. [redacted] from receiving any further

shipments and offered to discount her balance in the amount of $99.90. Ms.

[redacted] agreed and her credit card was charged $40.00 and her account was

closed.

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

[redacted]’s credit card in the amount of $41.99, which constitutes all charges

that she incurred from our company. Ms. [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.

In Ms. [redacted]’s complaint she claims that we sent her the

incorrect shade of Hydroxatone BB Cream. We would like to apologize to Ms.

[redacted] and assure her that we are currently investigating as to why this

happened, so that we can take the appropriate steps insure this will not happen

in the future.

Thank

you for bringing this matter to our attention. We greatly appreciate the

opportunity to clarify this matter. We hope that we have resolved this

complaint to Ms. [redacted]’s and your satisfaction. Please feel free to contact

our office if you should have any further questions regarding this

account.

Review: I had ordered products for a risk free trial! I sent them back cause I could not afford the price of the productsThey then turn around and charge me for the products anywayThe man on the phone is arguing with me and talking over me when I am trying to speak!Desired Settlement: Total refund with my bank fees!
Business
Response:
We are in receipt of your letter dated August 24, concerning customer, MsTara [redacted]Upon receipt of your letter, we investigated Ms[redacted] claim and below are the facts and our resolution of the matter, based on the notes in Ms[redacted] accountAs an initial matter, on August 19, we refunded Ms[redacted] credit card in the amount of $149.90, which constitutes all the charges incurred from our company for products orderedIn addition, we are sending Ms[redacted] a separate check in the amount of $5.94, to cover the shipping and processing of the ordered productsMs[redacted] will receive this check within to days from the date of this letterMs[redacted] will no longer receive any charges or shipments from our company and her account with us is closed.I looked into how to this error occurred and I came to the conclusion our warehouse failed to process Ms[redacted] returned shipments and refund properlyThis is clearly a mistake at our end and we take responsibility for itUpon learning of our mistake on August 19, we immediately refunded Ms[redacted] credit cardThis is the least that we can do in the light of this unfortunate eventPlease extend our sincere apologies to Ms[redacted].Ms[redacted] stated in her complaint that she was dissatisfied with the customer service she received from the representative with to whom she spokePlease 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 mannerWe would like to assure Ms[redacted] that our Quality Assurance department is trained to take the appropriate corrective action necessary when a representative has failed to follow company policies or protocol.Thank you for bringing this matter to our attentionWe apologize for any inconvenience this may have caused Ms[redacted] and appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to Ms[redacted] and your satisfactionPlease feel free to contact our office if you should have any further questions regarding this account
Consumer
Response:
I was very unhappy with the way the representative handled the situationHe was constantly talking while I was trying toexplain something and I incurred a dollar over draft fee from my bank because of the business taking money which clearly shouldn't have been taken
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: In postal mail I received an offer from Luminique to try a face cream for a 30 day period for $7.99. The advertisement clearly said I would be sent the product to try and if I was not pleased I could cancel within a thirty day period. If I did not cancel more of the same product would be shipped and I would be billed. It stated all I had to do was call and cancel if I did not like the cream.

I called Luminique explaining I have sensitive skin, I was told the cream had been tested and if it was not good for all I had to do was cancel further shipments. I ordered the trail creams. In the package with the face cream was an invoice for further shipping only. There was no return label, paid or unpaid, and nothing saying that I had to return the unused portion of the if I did not like it.

The cream did not act on my skin as the advertisement claimed or as the person I spoke with by telephone. I canceled further shipments by telephone within the time period given, and sent an Email just to be certain I would not be shipped any more products.

Canceling by telephone the person was polite and simply said they were sorry the product did not agree with my skin. I threw out the rest of the product, and went back to using what I normally had used.

A few weeks later I received an Email telling me I would receive instructions on where to mail the unused portion of the cream that I did not use. That was the first I heard of having to return anything, and the last I heard until today.

Today I received an invoice for $139.90.

I called the company today and they claim that because I did not continue with further shipments I must pay $139.90 for the cream that I used and that which I threw away. No where in the original advertising or phone call when I ordered did it say that if I did not like the product I would have to return the unused at my expense or be charged $139.90.

Todays invoice says I am $60.95 overdue for a sample product that was not good.Desired Settlement: Luminique honor its advertisement of the sample creams only costing me what I paid when I ordered. Deleting my name and addresses from their system and not expecting me to pay for or return an unused portion of a cream that did not act on my skin as advertised.

Business

Response:

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

Review: Their website lead me to believe. That I could obtain a risk free sample of their face cream. They requested my credit card number only for 7.99 shipping of this sample. Instead they took $152.00 and charged me for two months supply and said the "third" month would be the free sample. It was immediate and no way to cancel. The phone number on the website has a recording "sorry! Our systems are down." Upon further research I have learned that there are a great many other victims and class action suits against this company since 2011. Why are they still operating? This is robbery.

I have had to cancel my credit card to change the number as a result of this because I have read that they make further transactions on other people's cards.Desired Settlement: I'm asking for a refund check because I am not giving them my new credit card number. Also, I want the refund before I return what ever it is they are sending me. I have read other accounts of people returning the merchandise for a refund only to have this company deny ever having received it. I would also like them to pay for the return postage.

Business

Response:

We are in receipt of your letter dated January 25, 2014

concerning customer, Ms. [redacted] . Upon receipt of your letter, we

investigated her claim and below are the facts and our resolution of the

matter, based on the notes in Ms. [redacted]’ account. As an initial matter, please

note that we have refunded her credit card in the amount of $139.90 (US$),

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. Additionally, 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, www.hydroxatonetrial.com,

on January 19, 2014 for the Hydroxatone Am/Pm

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

enrolled in our “Buy Two Get One Free” program for Hydroxatone

and paid $139.90 (US$) for 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 “Buy Two Get One Free” program. We offer the customer a number of different buying

options so that the customer can choose the option that best suit her needs. 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.

After review of Ms. [redacted]’ account, we confirmed that she

accepted our “Buy Two Get One Free” offer of Hydroxatone,

whereby the customer agrees to pay for two jars upfront in exchange for

receiving a third jar for free, as well as free shipping and processing. And

like all of our “Risk-Free Trial” offers, the “Buy Two Get One Free” offer

comes with our 30 day Bottom of the Jar Guarantee. This means that the customer

can contact our customer service department within 30 days of receipt of the

shipment and return the merchandise as instructed to receive a full refund of

their product purchase price, less shipping and processing and return postage

fees.

Included in all of our shipments is an invoice outlining

the amount that has been charged to the customer. 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 receive a

refund of all applicable charges.

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.

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

[redacted]’ credit card in the amount of $139.90 (US$), which constitutes all

charges that she incurred from our company. Ms. [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 attention. We

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

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

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

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

account.

Consumer

Response:

I am rejecting this response because: although I am happy the company has returned my hard earned money, they are full of crap regarding what I chose. The "terms" clearly states and I quote: please send me Hydroxatone to try risk free for 30 days. I will be billed S&P $1.99 today. With the 30 day Satisfaction Guarantee, I just have to call within 30 days of receipt and then have 2 weeks to return the system to avoid additional charges. If I keep the system, I will be billed two payments of $69.95, 30 days and 60 days following receipt of my shipment

Also, who in their right mind would agree to buy two jars of cream only to get the 3rd jar free when they don't know how their skin will react with the product?

They don't fool me and I hope they don't fool the Revdex.com.

I really appreciate the Revdex.com of New Jersey helping me on this. I could little afford their money grab and will be mor carefully in future.

Review: I am receiving invoices for a product that the company claims I have ordered, has been shipped and delivered to me, but which I have never ordered. The company states that the proof of order is their delivery confirmation to my address. When I asked what is the proof of me ordering the product, they did not have another response. They also quoted an e-mail address that is not mine.

I am concerned, that either someone has used my address to order a product and then pick it up from my front door ( and the e-mail address that the company has on file could be that person's e-mail), or the company picks up random addresses, then tries to get money for those unordered products by threatening with collection actions-which they are currently doing with me.

Should I be forced to pay for I product that I have never ordered? How do I proceed to resolve this issue?Desired Settlement: Remove the claims that I owe the company money for a product that I have neither ordered nor received.

Business

Response:

We are in receipt of your letter dated September 22, 2013

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 the account. As an initial matter, please note that

we would like to apologize to Mr. [redacted] for any inconvenience this may have

caused. We have voided the balance of $279.80 due on the account and refunded the

credit card in the amount of $13.90, which constitutes all charges that were

incurred from our company. Mr. [redacted] will no longer receive any shipments and non-payment

notification letters from our company and the 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.

Upon

review of our system, our records indicate that an order was placed through our

website, www.hydroxatoneoffer.com, on May 22, 2013 for a 30 day Risk-Free Trial

of our Hydroxatone Am/Pm Anti-Wrinkle Complex. The order was submitted under

the name [redacted] with the following billing/shipping address: [redacted].

At

the time of the order, the customer enrolled in our “Try It Before You Buy It”

Risk-Free Trial program for Hydroxatone and paid $6.95 for shipping and

processing of the shipment. At the time, there was nothing to suggest that the

order was placed fraudulently, so the Risk-Free Trial was processed and shipped

like all others.

According

to the notes in Mr. [redacted]’s account, the Risk-Free Trial shipment was

delivered on May 28, 2013. Our records indicate that we did not receive a phone

call or return shipment from Mr. [redacted] or any other individual in regards to

this account. Therefore, we were unaware that there was an issue with the

account and we attempted to charge Mr. [redacted]’s credit card in accordance with

the terms and conditions of the Risk-Free Trial. When the credit card charges

did not go through, Mr. [redacted] began to receive non-payment notification

letters. Additionally, a second shipment was sent to Mr. [redacted] on July 31,

2013, and was delivered on August 6, 2013.

Thank

you for bringing this matter to our attention. We also wish to advise you that

we are trying to implement effective fraud filters to prevent this type of

fraud from occurring. Unfortunately, it is a byproduct of the internet and both

consumer and companies like ours are the victims. We do apologize for any

inconvenience or confusion this may have caused the customer and greatly

appreciate the opportunity to clarify this matter. Please feel free to contact

our office if you should have any further questions regarding this

account.

Review: me and my husband has been harassed by one person who has repeatedly called us and told us we have to pay for a product that we never asked for.

the sales person demanded we pay for unauthorized product that we never wanted or asked for. the product was sent to us but we returned it and they call us and say that we owe about 100.00 for it. I have repeatedly told the guy I returned it and never wanted it so I will not pay for it. he said they would withdrawal the funds from my bank account and I told him that is wrong and I told him I wanted to speak to his supervisor and he kept yelling at me and said he was the manager, but I know he isnt cause I had talked to his boss before. he has harassed me and my husband for over a month now. I talked to my bank and they told me to contact you.Desired Settlement: stop harassing me and stop demanding money from me for I will not pay for this product.

Business

Response:

We are in receipt of your letter dated December 14, 2013

concerning customer, Ms. [redacted]. Upon receipt of your letter, we

investigated her claim and below are the facts and our resolution of the

matter, based on the notes in Ms. [redacted]’s account. As an initial matter,

please note that we have voided the balance of $139.90 due on Ms. [redacted]’s

account and refunded her credit card in the amount of $6.95, which constitutes

all charges that Ms. [redacted] incurred from our company. Ms. [redacted] will not

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

us is closed.

Our records indicate that Ms.

[redacted] initially called one of our marketing partners and placed an order on September

10, 2013. Ms. [redacted] was presented with an offer for a 30 day risk free trial

of our Hydroxatone AM/PM Anti-Wrinkle Complex. As per the terms of this offer,

the customer is informed they will receive 2 jars of Hydroxatone to try risk

free for 30 days. At the time of shipment, the customer is only required to pay

the shipping and processing fee of $6.00. The customer then has 30 days to try

the product before they are required to pay for it. If the customer does not

wish to be charged for the Hydroxatone, they are instructed to contact our

customer service department within 30 days, after receipt of their shipment,

and return the 2 jars as instructed. If they do not return the product as

instructed, the card they provided will be charged for the 2 jars in two

monthly payments of $69.95 each.

These terms and conditions must be read in full before

the customer is permitted to accept the offer and are also detailed on the

invoice sent to the customer with each shipment. Furthermore, the invoice

contains the customer service telephone number in the event the customer wishes

to call for return instructions.

Our records indicate that Ms. [redacted] accepted our

risk-free trial offer. After accepting this offer, Ms. [redacted] was offered a

Beauty Dollar certificate valued at $40.00 and redeemable on our website, for a

shipping and processing fee of $0.95. According to our records, Ms. [redacted]

accepted this offer as well.

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

contacted our customer service department via e-mail on September 14, 2013, in

regards to canceling her order. On September 15, 2013 we responded to Ms.

[redacted]’s e-mail. We informed Ms. [redacted] that, although the order was processed

and shipped, we had voided the balance due in the amount of $139.90 and

refunded her credit card in the amount of $6.95, which constitutes all charges

that she incurred from our company. Additionally, we requested that Ms. [redacted]

refuse the shipment when she received it so that it could be returned to our

company.

In Ms. [redacted]’s complaint, she states that she is

receiving phone calls requesting that she pay a past due balance. Although Ms.

[redacted]’s account with our company has been closed since September 15, 2013, if

she could provide us with the caller id of the company calling her we will be

able to investigate this issue further.

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. Please feel free to contact

our office if you should have any further questions regarding this

account.

Adam Ahl

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,

p.s. also as a note for your records, I dont know exactly the person calling regarding the balance because he is some indian guy and he talks very fast and will not listen to anything I have to say. he is very demanding, disrespectful, and harassing me. all I know is that the phone number shows up on my caller id as security screen 000-808-7965, and 000-000-0000, and 000-001-0000. I want the phone calls to stop.

Review: I sent product back because it broke out skin. I called a week later and they said they did not receive it and to track it with tracking number. I have yet to receive my money back that they guaranteed me.Desired Settlement: $69.95

Review: order number [redacted] was returned because I was charged more than I was supposed to have been for trial product.I have not heard from them about this matter and it has almost been 30 days.Desired Settlement: Total and absoluter refund for unlawful, dishonest business practices. Thank You

Business

Response:

Dear Ms. [redacted],

We are in receipt of your letter dated March 18, 2013

concerning customer, Ms. [redacted]. Upon receipt of your letter, we

investigated her claim and below are the facts and our resolution of the

matter, based on the notes in Ms. [redacted]’s account. As an initial matter,

please note that we would like to apologize to Ms. [redacted] for any inconvenience

this may have caused. We have voided the balance of $139.90 due on Ms. [redacted]’s

account and refunded her credit card in the amount of $6.95. 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.trybellaplex.com,

on February 27, 2013 for the Bellaplex. At the

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

program for Bellaplex and paid $6.95 for

shipping and processing of the shipment.

On February 28, 2013 we received an e-mail from Ms.

[redacted] in regards to her order. Ms. [redacted] informed us that she was only

supposed to be charged $1.99 for the cost of shipping and processing. Ms.

[redacted] also requested to cancel her order. Unfortunately, the order had already

been shipped to Ms. [redacted]. We responded to Ms. [redacted]’s e-mail and provided

her return instructions.

On March 18, 2013 we received Ms. [redacted]’s return

shipment. At that point, we voided the balance due on her account for the

Bellaplex, in the amount of $139.90 and closed her account. Additionally, we

refunded Ms. [redacted]’s credit card in the amount of $4.96, to cover the

additional cost that she incurred for the shipping and processing.

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

[redacted]’s credit card in the amount of $1.99. 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. Once

again, we sincerely apologize for any inconvenience this may have caused Ms.

[redacted] and greatly appreciate the opportunity to clarify this matter. Additionally,

we would like to apologize for responding to the claim this late. We were only

recently made aware of this claim. We hope that we have resolved this complaint

to Ms. [redacted]’s and your satisfaction. Please feel free to contact our office

if you should have any further questions regarding this account.

Sincerely,

Review: I called to cancel as this product was advertised as a risk free trial that would auto ship after 60 days if I did not cancel and would then charge my card. My understanding was that the first months supply was a $1.99 plus tax and after that I would be billed $69.00. I was told when I called to cancel the order that I should have called yesterday and would not be charged but today it was already considered a purchase even though I am shipping the product back and the 2nd jar of product was not opened at all. I was told she could only discount the 2nd jar but I don't want it at all as it burned my cheeks and caused redness and the smell is very unsatisfactory! I don't want another product just to get stuck in the same scenario. When I ordered it said I could send back empty containers and I would be refunded no questions however that is not the case and the girl laughed when she asked me why and I said because it stinks!Desired Settlement: I want my money back upon receipt of your product, and nothing else shipped or charged.

Business

Response:

Dear Ms. [redacted],

We are in receipt of your letter dated November 3, 2013

concerning customer, Ms. [redacted]. Upon receipt of your letter, we

investigated her claim and below are the facts and our resolution of the

matter, based on the notes in Ms. [redacted]’s account. As an initial matter,

please note that we have voided the balance of $75.20 due on Ms. [redacted]’s

account and refunded her credit card in the amount of $77.33, 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. Additionally, 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, www.hydroxatonetrial.com,

on September 26, 2013 for the Hydroxatone Am/Pm

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

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

and paid $2.14 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 $75.20, the cost of these 2 jars, unless she contacted

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

Risk-Free Trial period and returned the 2 jars as instructed.

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

of our products. The point of the Risk-Free Trial is to allow the customer to

try full size products for a full 30 days so that they can feel and see the

results before they have to make the decision to buy them. These products are

not samples and therefore we inform our customers that they will be responsible

for the cost of the merchandise unless they return them as instructed.

Included in all of our shipments is an invoice outlining

the specific bill dates and amounts that will be charged to the customer if

they decide to keep the merchandise. Additionally, we request that the customer

contact our customer service department in the event they wish to obtain return

instructions, thereby ensuring that their package will be properly received and

processed by our returns department and that they will not be charged for the

products while their return is in transit.

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 November

3, 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 November 3, 2013 and spoke with one of our customer service

representatives in regards to her account. The representative reviewed the

terms and conditions that Ms. [redacted] agreed to during her initial sales call

and explained that, based on these terms and conditions, she was charged for one

of her two monthly payments. Additionally, the representative offered Ms.

[redacted] a discount on the remaining balance. Unfortunately, the call was disconnected

before the representative could further assist Ms. [redacted].

On November 4, 2013, Ms. [redacted] contacted us and spoke

with another one of our customer service representatives in regards to her

account. During the call, the representative, as a courtesy, voided the balance

due on Ms. [redacted]’s account in the amount of $75.20 and refunded her credit

card in the amount $77.33, which constitutes all charges that she incurred from

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]’s and your satisfaction. Please feel

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

this account.

Sincerely,

Review: Hydroxatone advertises a free trial only to charge you later
I purchased Hydroxatone (and Luminique which is from the same company) on May based on an ad online for a free trial of their productThe ad stated that it was a free trial and I only had to pay $(S&H)I received jars a week later (hydroxatone and luminique) and the invoice that stated that they will be sending me a jar of each every months and charging me $each every monthTo cancel future orders I had to call and cancel, which I promptly did on May I received my credit bill at the end of June and saw charges of $from hydroxatone and luminique so I called backI spoke to [redacted] who informed me that those charges were for the jars I received as a free trialI learned that the jars I received were not sample size but full size jars, I mistook them for sample because they hold oz of cream in each jarI explained to [redacted] that I had not opened them and that I wanted to return the items for a refund[redacted] informed me that I had days to return them and that it was over days so there was nothing he could doI was told that I had to make more payments of $69, since I received jars, and that he can close my account right away but I had to pay the remaining balanceI believed that I had no choice so I agreed because I wanted to cancel my card as soon as possible in case they decide to charge me in the futureThis didn't sit well with me so I called again and spoke to [redacted]I again explained and asked to return everything for a refundShe agreed to pay back half ($141) and said I didn't have to return the creamsI agreed but I"m still not satisfiedTheir advertising is misleadingHad I known that by trying the free trial, I was agreeing to a lifetime supply of hydroxatone and luminique, I would not have done itHad I read clearly that by keeping the jars from the free trial, I would be charged almost $280, I would have returned them immediateDesired Settlement: I want to be able to return the unopened items for a full refund
Business
Response:
We are in receipt of your letter dated June 25, 2013concerning customer, Ms[redacted]Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of thematter, based on the notes in Ms[redacted]'s accountAs an initial matter, pleasenote that we would like to apologize to Ms[redacted] for any inconvenience this mayhave causedWe have refunded Ms[redacted]'s credit card in the amount of $365.41,which constitutes all charges that she incurred from our companyMs[redacted] willno longer receive any charges or shipments from our company and her accountwith us is closedAdditionally, Ms[redacted] may keep the merchandise in herpossession without further obligation to make a paymentOurrecords indicate that, Ms[redacted] placed her order throughour website, www.getluminique.com, on May 1, forthe Luminique and Hydroxatone Am/Pm Anti-Wrinkle ComplexAt the time Ms.[redacted] placed her order, she enrolled in our day Risk-Free Trial program for Luminique and Hydroxatone and paid $forshipping and processing of each shipmentIn order for the online transactions to have been processed by ourcompany, Ms.[redacted] was required to check off a box which confirmed heracceptance to the terms and conditions of the Risk-Free TrialThese terms andconditions are displayed on the order page where the customer enters theircredit card informationThe system is set up to reject the orders in the eventthe 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 ofLuminique, and full size jars of Hydroxatone, to try risk-free for days.In exchange, Ms[redacted] agreed that the creditcard she provided would automatically be charged monthly payments of $69.95,the cost of the bottles of Luminique, and monthly payments of $69.95, thecost of the jars of Hydroxatone, unless she contacted customer service forreturn instructions before the expiration of her day Risk-Free Trial periodand returned the Luminique and Hydroxatone as instructedPlease note that we offer our customers"Risk-Free Trials" of our productsThe point of the Risk-Free Trial is toallow the customer to try full size products for a full days so that theycan feel and see the results before they have to make the decision to buy them.These products are not samples and therefore we inform our customers that theywill be responsible for the cost of the merchandise unless they return them asinstructedIncluded in all of our shipments is an invoice outlining thespecific bill dates and amounts that will be charged to the customer if theydecide to keep the merchandiseAdditionally, we request that the customercontact our customer service department in the event they wish to obtain returninstructions, thereby ensuring that their package will be properly received andprocessed by our returns department and that they will not be charged for theproducts while their return is in transitUpon review of Ms[redacted]'s account,we see that she contacted our customer servicedepartment on May 31, 2013, and spoke with one of our customer servicerepresentatives in regards to her accountDuring that call, the representativecanceled Ms[redacted] from receiving any further shipmentsCompany policydictates that when a customer calls to cancel their subscription, therepresentative is to provide the customer with all available options, includingproviding return instructions to avoid future chargesUnfortunately, therepresentative failed to provide Ms[redacted] with return instructionsTherefore,because we did not receive a return of the shipments in our returns department wecharged Ms[redacted] for her first monthly payments in accordance with the terms andconditions of the Risk-Free TrialOn June 25, 2013, Ms[redacted] contacted our customer servicedepartment twice and spoke with two more of our representativesThe firstrepresentative Ms[redacted] spoke with reviewed the terms and conditions that sheagreed to during her initial orderMs[redacted] agreed to pay the remaining balanceand her credit card was charged $139.90, and her account was closedMs[redacted]called back and the second representative she spoke with refunded her creditcard in the amount of $However, a new order was placed for a one monthsupply of Hydroxatone, unbeknownst to Ms[redacted], and her credit card was charged$for the cost of the product, plus $for the cost of shipping andprocessingOnce again, we would like to apologize to Ms[redacted] for thisinconvenienceOn June 26, 2013, Ms[redacted] contacted our customer servicedepartment and spoke with another customer service representativeDuring thatcall, the representative refunded Ms[redacted]'s credit card in the amount of $69.95for the cost of the Hydroxatone in the June 25, shipmentUpon receiving your notice of the claim, we refunded Ms.[redacted]'s credit card in the amount of $225.51, which constitutes all charges that sheincurred from our companyMs[redacted] will no longer receive any charges orshipments from our company and her account with us is closedAdditionally, Ms.[redacted] may keep the merchandise in her possession without further obligation tomake a paymentPlease note that customer service is a top priority of ourcompanyFurthermore, we would like to assure Ms[redacted] that our QualityAssurance department is trained to take the appropriate corrective actionnecessary when a representative has failed to follow company policies orprotocolAll calls from Ms[redacted]'s account are currently under reviewThankyou for bringing this matter to our attentionOnce again, we sincerelyapologize for any inconvenience this may have caused Ms[redacted] and greatlyappreciate the opportunity to clarify this matterWe hope that we haveresolved this complaint to Ms[redacted]'s and your satisfactionPlease feel free tocontact our office if you should have any further questions regarding thisaccount
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,

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

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

Phone:

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Web:

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