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Reviews Hydroxatone

Hydroxatone Reviews (109)

Review: October 31, I received a trial offer from HydroxatoneAccording to their terms you have days to try the products and if not satisfied you can return them without further payments or shipmentsI called them 11/ 20/and requested a Return Number so I could return the productsI spoke with [redacted] who gave me a cancellation number and told me there would be no further payments or shipmentsHe did not tell me I could keep the products and that I would be charged for themToday, 11/21/2013, there is a charge of $for the products I am returningI called again and spoke with [redacted]He told me a cancellation number is different from a return number and that it is his job to convince me to keep the productsI explained to him again that I wanted to return the products and he said that when they get the products back they will issue a refundThat is totally opposite what they advertiseI have bills due and cannot pay them now because they took my money.Desired Settlement: I want an immediate refund of $processed according to the terms on the invoiceIt is unacceptable to wait until the products have been receivedI did what I was supposed to do, they need to honor their promise and terms
Business
Response:
We are in receipt of your letter dated November 21,
concerning customer, Ms[redacted] Upon receipt of your letter, we
investigated her claim and below are the facts and our resolution of the
matter, based on the notes in Ms[redacted]’s accountAs an initial matter, please
note that we would like to apologize to Ms[redacted] for any inconvenience this may
have causedWe have refunded her credit card in the amount of $141.89, which
constitutes all charges that Ms[redacted] incurred from our companyMs[redacted] will
no longer receive any charges or shipments from our company and her account
with us is closed
Our records indicate that, Ms[redacted] placed her order through our website, www.hydroxatonetrial.com,
on October 31, for the Hydroxatone Am/Pm
Anti-Wrinkle ComplexAt the time Ms[redacted] placed her order, she
enrolled in our day Risk-Free Trial program for Hydroxatone
and paid $for shipping and processing of the shipment
Upon review of Ms[redacted]’s
account, we see that she contacted our customer
service department on November 20, 2013, and spoke with one of our customer
service representatives in regards to canceling her accountCompany policy
dictates that when a customer calls to cancel, the representative is to provide
the customer with all available options, including providing return
instructions so the customer can avoid any further chargesUnfortunately, the
representative charged Ms[redacted]’s credit card
for the remaining balance in the amount of $and closed her account,
instead of providing her with return instructions
Please note that customer service is a top priority of
our company, so we take complaints of this nature very seriouslyFurthermore,
we would like to assure Ms[redacted] that our Quality Assurance department is
trained to take the appropriate corrective action necessary when a
representative has failed to follow company policies or protocolWe would like
to assure Ms[redacted] that our Quality Assurance department will pull and review
all the customer service calls for this account and will take appropriate
remedial action
Thank you for bringing this matter to our attentionOnce
again, we sincerely apologize for any inconvenience this may have caused Ms
[redacted] and greatly appreciate the opportunity to clarify this matterWe hope
that we have resolved this complaint to Ms[redacted]’s and your satisfaction
Please feel free to contact our office if you should have any further questions
regarding this account

Review: Since I am on a fixed income, this companies offer to TRY their product for $7.95 sounded great. They automatically sent me a refill, AND charged my card WITHOUT authorization. I called to return products, which they claim you CAN do, only to be told I had to pay $275 to close out the account. I don't like that they LIE. There is no telling how many people they have fleeced out of money. PLEASE help me. Thank youDesired Settlement: I would like to be able to send products back, as they Claim u can with "NO QUESTIONS ASKED" and the money they took from me UN-AUTHORIZED. Please help me

Business

Response:

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

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: Ordered a "Free Trial" of a face cream for a $1.99 fee on my Visa.

Product came via post, had to pay 29.54 to pick up product from Canada Post, December 27th.

After opening the package with several small containers in it, I read I am to be billed 69.99 on my Visa monthly unless they receive the product back or they receive the empty containers back within 2 weeks. I called a Hydroxatone customer rep who happened to be in the Phillipines and he was not able to give me any reasonable explanation. He gave me an address to ship the product to. He said I can return product in a month. The Hydroxatone website says 2 weeks.

Address given is Hydroxatone, PO Box 9300, Jersey City, NJ 07303

When I ship this back unused, my "Free Trial" although never used will have cost me 1.99 + 29.54 + shipping charge of 19.00 for a total of 50.53.

I have a concern that a company that blatantly misrepresents itself like has my Visa information and address.Desired Settlement: I will send the product back unused to Hydroxatone.

They will never bill my Visa or give my Visa information to any third parties.

They will never again contact me.

It would be wonderful if in future Hydroxatone would be clear about their billing practises and intentisons so honest people would not lose their hard earned dollars.

Business

Response:

We are in receipt of your letter dated December 29, 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 $1.99, which constitutes all charges

that Ms. [redacted] incurred from our company. Additionally, we are sending Ms.

[redacted] a check in the amount of $29.54 to cover the cost she incurred from

customs. Ms. [redacted] will receive this check in 14 to 21 days from the date of

this letter. Ms. [redacted] will no longer receive any charges or shipments from

our company and her account with us is closed. Finally, 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 December 15, 2013 for the Hydroxatone Am/Pm Anti-Wrinkle Complex. At

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

Trial program for Hydroxatone and paid $1.99

for shipping and processing of the shipment.

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

company, Ms.

[redacted] was required to check off a box which

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

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

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

in the event the customer does not click this box.

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

to try risk-free for 30 days. In exchange, Ms. [redacted] agreed that the credit card she provided would

automatically be charged 2 monthly payments of $69.95, the cost of these 2 jars,

unless she contacted customer service for return instructions before the

expiration of her 30 day Risk-Free Trial period and returned the 2 jars as

instructed.

Please note that we offer our customers

“Risk-Free Trials” of our products. The point of the Risk-Free Trial is to

allow the customer to try full size products for a full 30 days so that they

can feel and see the results before they have to make the decision to buy them.

These products are not samples and therefore we inform our customers that they

will be responsible for the cost of the merchandise unless they return them as

instructed.

Included in all of our shipments is an invoice outlining the

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

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

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

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

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

products while their return is in transit.

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

contacted us on December 27, 2013 and spoke with one of our customer service

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

account, the representative reviewed the terms and conditions that Ms. [redacted]

agreed to during her initial order. Additionally, as a courtesy the

representative voided the balance due on Ms. [redacted]’s account in the amount of

139.90 and refunded her credit card in the amount of $1.99, which constitutes

all the charges that she incurred from our company.

Upon receiving your notice of the claim, we are

sending Ms. [redacted] a check in the amount of $29.54 to cover the cost she

incurred from customs. Ms. [redacted] will receive this check in 14 to 21 days from

the date of this letter. Ms. [redacted] will no longer receive any charges or

shipments from our company and her account with us is closed. Finally, 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]’s and your satisfaction. Please feel free to contact

our office if you should have any further questions regarding this

account.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

1/I requested that my Visa # not be given to any other businesses and this was not agreed to by Hydroxitone.

2/Their answer was in error. I returned all products unopened and unused to Hydroxitone. US postal tracking service confirms that the items are ready for pick up

Track & Confirm e-mail update information provided by the U.S. Postal Service.

Label Number: [redacted]

Service Type: International Letter

Shipment ActivityLocationDate & Time------------------------------------------------------------Available for PickupJERSEY CITY, NJ 07303January 7, 2014 8:16 am

Regards,

Business

Response:

Dear Ms. Ferrara,

We are in receipt of your rebuttal letter dated January

11, 2014 concerning customer, Ms. [redacted]. Upon receipt of the United

States Postal Service tracking number, we see that the shipment of Hydroxatone

was returned to our returns department on January 8, 2014. Therefore, we are

increasing the value of the check that we are sending to Ms. [redacted] in the

amount of $48.54. This covers the cost that Ms. [redacted] incurred for customs

fees as well as $19.00 for the cost of returning the merchandise. Ms. [redacted]’s

check is being mailed to her address on January 17, 2013. Therefore, she should

expect to receive it within 14 to 21 days from the date of this letter.

Furthermore, we would like to assure Ms. [redacted] that her

account is closed. Additionally, we do not provide any customer information,

including credit card information, to any outside businesses or marketing

partners. Ms. [redacted] will not receive any charges or correspondence from our

company.

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.

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: They pressed me into trying their product so I let them send it but then called to return it. The person I talked to told me I have 2 weeks to return it and I told him I would return it once I get paid in a week. I sent it back when I got paid but it took a bit longer to get there and they charged me for the product even though they knew it was being returned. They overdrafted my account and it took all my money because they decided to charge me for a product that was cancelled and returned. THEN they tell me that on the same day they charged me they refunded the charge but I won't have my money back for several business days. SO they overdrafted my account and I can't get gas in my car til it's returned to me next week. I should not have been charged in the first place specially when a couple hours after I was charged it was refunded. I think they are just charging people and hoping they don't notice for a while. It makes me very angry that they took my money and overdrafted me.Desired Settlement: I have gotten several calls since from other people mentioning the hydroxatone company and trying to sell me stuff. I do not want to hear from them ever again. They cost me when they NEVER should have put a charge into my account.

Business

Response:

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

Review: Sending me bills and calling my phone without leaving messages
I sent back ALL their products that they sent me along with a bill that I got so that they knew who it was fromI did NOT keep any of their products and they are still trying to make me pay for themThey claim that I was to call before I sent the products back to get some kind of number for proof that it was from meThere was NOTHING on anything stating that was what I was to do
I have talked to two different people from this company and both were very rude and said that I HAD to pay for the products even if I did send it all back
They have also charged my Credit Card without my knowledge.Desired Settlement: I would like a full refund returned to my card that they charged their product too and for them to stop calling me all hours of the day several times a day
Business
Response:
We are in receipt of your letter dated December 30,
concerning customer, Ms[redacted]Upon receipt of your letter, we
investigated her claim and below are the facts and our resolution of the
matter, based on the notes in Ms[redacted]’s accountAs an initial matter,
please note that we have voided the balance of $due on Ms[redacted]’s
account and refunded her credit card in the amount of $Ms[redacted] will
no longer receive any charges, shipments or non-payment notification letters from
our company and her account with us is closedIt should be noted that our
efforts to collect on delinquent accounts never include reporting delinquency
or charge off information to credit bureaus
Our records indicate that, Ms[redacted] placed her orders through our website, www.hydroxatonetrial.com,
on April 6, for the Hydroxatone Am/Pm
Anti-Wrinkle Complex and the BellaplexAt the time Ms[redacted] placed her
order, she enrolled in our day Risk-Free Trial programs for Hydroxatone and
Bellaplex and paid $for shipping and processing of each shipment
In order for the online
transactions to have been processed by our company, Ms[redacted] was required to check off a box which confirmed her acceptance
to the terms and conditions of the Risk-Free TrialsThese terms and conditions
are displayed on the order page where the customer enters their credit card
informationThe system is set up to reject the orders in the event the
customer does not click this box
As per the terms and conditions
of the Risk-Free Trial, Ms[redacted] was
informed that she would receive full size jars of Hydroxatone, and full
size bottles of Bellaplex, to try risk-free for daysIn exchange, Ms
[redacted] agreed that the credit card she provided
would automatically be charged monthly payments of $for the cost of the
jars of Hydroxatone and monthly payments of $for the cost of the
bottles of Bellaplex, unless she contacted customer service for return
instructions before the expiration of her day Risk-Free Trial period and
returned the Hydroxatone and Bellaplex as instructed
Please note that we offer our customers “Risk-Free Trials”
of our productsThe point of the Risk-Free Trial is to allow the customer to
try full size products for a full days so that they can feel and see the
results before they have to make the decision to buy themThese products are
not samples and therefore we inform our customers that they will be responsible
for the cost of the merchandise unless they return them as instructed
Included in all of our shipments is an invoice outlining
the specific bill dates and amounts that will be charged to the customer if
they decide to keep the merchandiseAdditionally, we request that the customer
contact our customer service department in the event they wish to obtain return
instructions, thereby ensuring that their package will be properly received and
processed by our returns department and that they will not be charged for the
products while their return is in transitWhen a customer calls in for return
instructions, we direct them to return the products, whether used, empty or
full, through the United States Postal Service (USPS) and request they obtain a
Delivery Confirmation Number as proof of the returnWe also provide the
customer with a Return Number to put on the outside of their package to ensure
expedited processing with our returns department
We did not hear back from Ms[redacted], at any point
during her Risk-Free Trials, nor did we receive the shipments back in our
returns departmentTherefore, we attempted to charge Ms[redacted] for her monthly
payments in accordance with the terms and conditions of the Risk-Free TrialsWhen
the charges on Ms[redacted]’s credit card did not go through, her account was
placed in a delinquent status and as a result, she began to receive non-payment
notification lettersIn the meantime, because Ms[redacted]’s account had been
set up for the Beauty Auto-Shipment Program, and because she didn’t call to
cancel her account from the Beauty Auto-Shipment Program or return any of the
merchandise to our warehouse, a second shipment of Hydroxatone, and a second
shipment of Bellaplex, was sent to Ms[redacted] on June 7, Additionally,
one payment of $was charged to Ms[redacted]’s credit card on July 24,
in accordance with the terms and conditionsPlease note, our records indicate
that we have yet to receive a return of the merchandise to our returns
department
Upon receiving your notice of the claim, we voided the
balance of $due on Ms[redacted]’s account and refunded her credit card in
the amount of $Ms[redacted] will no longer receive any charges, shipments
or non-payment notification letters from our company and her account with us is
closedIt should be noted that our efforts to collect on delinquent accounts
never include reporting delinquency or charge off information to credit
bureaus
Ms[redacted] stated in her complaint that she was
dissatisfied with the customer service she received from the representatives she
spoke with on August 26, and December 30,
Please note that customer service is a top priority of our company, so all of
our representatives are trained to speak with customers in a respectful and
courteous mannerFurthermore, we would like to assure Ms[redacted] that our
Quality Assurance department is trained to take the appropriate corrective
action necessary when a representative has failed to follow company policies or
protocol
Thank you for bringing this matter to our attentionWe
do apologize for any inconvenience this may have caused Ms[redacted] and greatly
appreciate the opportunity to clarify this matterWe hope that we have
resolved this complaint to Ms[redacted]’s and your satisfactionPlease feel
free to contact our office if you should have any further questions regarding
this account

Review: I ordered what was advertised as a FREE trial an only had to pay $1.99 shipping and handling. I was not told that I was to pay customs when it came over to Canada. I have order other products from other US companies but never had to pay customs. Customs was $29.73 Cdn. I called to cancel my trial offer but they could not refund me shipping. I am very upset and will take this to the Governor General and Attorney General if I don't get my customs charges refunded immediately and my shipping charges and I was mislead. I think that if a company advertises a TRIAL offer for only $1.99 they should give Canadians a heads up that they will have to pay almost $30 in customs charges. I feel that Hydroxatone is misleading their customers just to get a sale. I am very upset and want my refund immediately!! I spoke with [redacted] at ext. [redacted] who was very nice but said he could not refund the custom charges because they did not receive the money however, why should I have to pay for custom charges I KNEW NOTHING ABOUT!! Also, I order the product on June 16th but only got it on July 3rd.Desired Settlement: I would like my $29.73 CDN refunded and the $1.99 USD originally shipping and handling refunded as I would never have ordered this product had I known about the customs fees.

Business

Response:

We are in receipt of your letter dated July 3rd, 2014 concerning customer, your client, Ms. [redacted]. Upon receipt of your letter, we investigated her claim and below are the facts and our resolution of the matter based on the notes in Ms. [redacted]’s account. As an initial matter, please note that the account balance was cleared and the shipping and processing charge of $1.99 was refunded to the credit card provided, which constitutes all the charges that Ms. [redacted] incurred from our company.

Our records indicate that Ms. [redacted] placed her order through our website: www.hydroxatonetrial.com on June 16, 2014 for the Hydroxatone 30 Day Risk Free Trial. At the time Ms. [redacted] placed her order, she enrolled in our 30 day Risk-Free Trial program of Hydroxatone and agreed to pay $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 of the terms and conditions in the Risk-Free Trial she ordered. These terms and conditions are displayed on the order page where she entered her credit card information. The system is set up to reject the order in the event the customer does not click this box

.

As per the terms and conditions of the Risk-Free Trial, Ms. [redacted] was informed that she would receive 2 full size jars of Hydroxatone to try risk-free for 30 days. In exchange, Ms. [redacted] agreed that the credit card she provided would automatically be charged 2 monthly payments of $69.95 the cost of these 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 only if they decide to keep their shipment past 30 days. 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 not be charged for the products while their return is in transit. When a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through their local post office 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 contacted our customer service department on June 27, 2014, and spoke with one of our customer service representatives in regards to her account. During that call, the representative provided Ms. [redacted] with a tracking number to track the package sent out to her. On July 3, 2014 she contacted our customer service department once again and a different representative cleared the balance on her account for future payments. Her account was closed and her balance was cleared as an accommodation to Ms. [redacted].

Furthermore, we note that the Canadian Post office charged Ms. [redacted] a customs fee when she collected her package in the sum of $29.73 Canadian Dollars. In accordance with our terms and conditions customers are responsible for payment of customs and duties, and are advised of this in the online offer terms. Although the customs charge is not made by our company, we will be reimbursing Ms. [redacted] for these customs charges.

The check will be mailed directly to Ms. [redacted] and will take approximately 2 to 3 weeks. We also refunded her $1.99 shipping and processing charge which constitutes all the charges incurred by our company.

Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused Ms. [redacted] and greatly appreciate the opportunity to clarify this matter. We hope that we have resolved this complaint to both 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. I am very happy with the resolution and that I will get my custom charges back in the amount of $29.73.

Regards,

Review: In Oct 2012, I ordered hydroxatone. Made a mistake with shipping address. I called (spoke w/ someone, had address changed) AND emailed hydroxatone to CHANGE the address in lieu of mail thefts in my mom's neighborhood. NO hydroxatone was ever received. I ordered again-in Dec 2012, but DID list my CORRECT shipping address this time, under these conditions. 1) I would have a 30 day FREE trial of the product, at which time 2) I could either return the product OR begin to pay for it with 2 increment scheduled payments. 3) I could cancel at anytime. When I received the product, hydroxotone mailed it to the WRONG address, but this time-my mom DID receive it at her home and delivered it to me. Only 1 WEEK after receiving the product, 1) my bank account was debited for the first increment payment $69+ and 2) I was UNABLE to take advantage of the 30 day FREE trial. Hydroxatone said they debited my account because they claimed that a product was mailed to me in Oct. and that my 30 day FREE trial was over. 1) I NEVER had a 30 day FREE trial. 2) THERE WAS NO PRODUCT RECEIVED IN OCT. is what I told them. In this same conversation with hydroxatone they claimed I DID receive the OCT. mailing and REFUSED to CORRECT billing, or refund me until my 30-day FREE trial was over. They continue to BILL me for both months. Their attempts to call me-I spoke with them twice, they IGNORE what I say, and DEMAND BOTH MONTHS' payments. When they first refused to refund me because of the 30 day trial, I went to my bank and had my debit card changed to CEASE their automatic deductions. In the meantime, hydroxatone BEGAN billing me for BOTH Oct (only AFTER I changed my debit card) AND Dec. On these notices is a Customer Service number. When I call the #, there is a recording that says-"The number you have dialed, cannot be processed from the line you are using." These bills are in collections according to their notices. I have NOT used the product.Desired Settlement: 1) I want the billing adjusted to reflect ACCURACY

2) I will then RETURN the product because of their deceitful, unaccountable and unprofessional practices.

3) Then I want to RETURN to the product (with tracking) for a FULL refund-CASHIER'S Check

4) In my conversations with 2 people who contacted me from hydroxatone, BOTH had heavy foreign accents, HYDROXATONE WAS ALREADY INFORMED OF MY WISHES.

Business

Response:

Dear Ms. [redacted],

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

concerning customer, Ms. [redacted] K. [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 $209.85 due

on Ms. [redacted]’s account and refunded her credit card in the amount of $78.89,

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

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

letters from our company and her account with us is closed. Additionally, Ms.

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

to make a payment. Finally, it should be noted that our efforts to collect on

delinquent accounts never include reporting delinquency or charge off

information to credit bureaus.

Our records indicate that, Ms. [redacted] placed her order through our website on October 3,

2012 for the Hydroxatone Am/Pm Anti-Wrinkle Complex. At

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

Trial program for Hydroxatone and paid $1.99

for shipping and processing of the shipment. The shipping/billing address that

was provided at the time of the order was [redacted] Waimanalo, Hawaii

As per the terms and conditions

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

informed that she would receive 2 full size jars of Hydroxatone to try

risk-free for 30 days. In exchange, Ms. [redacted]

agreed that the credit card she provided would automatically be charged 2

monthly payments of $69.95, the cost of these 2 jars, unless she contacted

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

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

[redacted] was informed that she would receive 2 new jars

of Hydroxatone every 60 days unless she

contacted our customer service department to remove her account from the Beauty

Auto-Shipment Program. A customer is also removed from the Beauty Auto-Shipment

Program if they return the Risk-Free Trial merchandise or any subsequent

auto-shipments to our warehouse.

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. Also, we were

unaware that Ms. [redacted] did not receive her initial shipment. Therefore, on December

3, 2012, we charged Ms. [redacted] for her first monthly payment in accordance

with the terms and conditions of the Risk-Free Trial. In the meantime, because Ms.

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

because she didn’t call to cancel her account from the Beauty Auto-Shipment

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

2 jars of Hydroxatone was sent to Ms. [redacted] on December 3, 2012, and her

credit card was charged $6.95 for the cost of shipping and processing.

When we attempted to charge Ms. [redacted] for her remaining

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

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

account was placed in a delinquent status. As a result, she began to receive

non-payment notification letters.

Upon receiving your notice of the claim, we voided the

balance of $209.85 due on Ms. [redacted]’s account and refunded her credit card in

the amount of $78.89, which constitutes all charges that she incurred from our

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

non-payment notification letters from our company and her account with us is

closed. Additionally, Ms. [redacted] may keep the merchandise in her possession

without further obligation to make a payment. Finally, it should be noted that

our efforts to collect on delinquent accounts never include reporting

delinquency or charge off information to credit bureaus.

It should be noted, Ms. [redacted] has placed an order with

our company before the order in question. The order was placed through our

website on July 12, 2012, for the 30 day Risk-Free Trial of Hydroxatone Am/Pm

Anti-Wrinkle Complex. The shipping/billing address provided for the shipment

was [redacted]. 92C, Waianae, Hawaii [redacted] According to the

notes in the account, Ms. [redacted] contacted customer service on August 27,

2012, via e-mail, and informed us that she did not receive the shipment. On

August 29, 2012, we replied to Ms. [redacted]’s e-mail and informed her that we voided

the balance of the shipment and refunded her credit card $1.99 for the cost she

incurred for shipping and processing.

Thank you for bringing this matter to our attention. Once

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

[redacted] and greatly appreciate the opportunity to clarify this matter. We hope

that we have resolved this complaint to Ms. [redacted]’s and your satisfaction.

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

regarding this account.

Sincerely,

Customer Service Compliance Associate

Phone (201) 942-3490

Fax (201) 221-8384

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.

Further, my bank DID inform me-even though my debit card was cancelled, they WILL process the refund to my account. THANK YOU!

Regards,

Review: After instructing Bellaplex to cancel my entire account, and after moving locations, my credit card continued to be billed three months after the supposed cancellation. Bellaplex products were shipped to my previous location without my knowledge and I did not have the ability to return these unknown items. After calling Bellaplex this afternoon to explain my situation (initially wanting to cancel my entire account this past April), I was not given a refund for products that were shipped to a place where no one lived anymore and therefore could not return or use.Desired Settlement: I would like to have my credit card refunded from the months April 2015 through July 2015 for products I neither received nor wanted.

Business

Response:

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

Review: I ordered a sample of the Hydroxatone, received it used it. An other package came in the mail and I was charged for it. I called them and told them I dont want it, I returned the product and got a return acknowledgement with a number [redacted], The promised to send me a credit, but I never received a credit on my credit card nor a check.

I have contacted them several times by e-mail, They are telling me that the case is resolved and it shows I only paid for shipping. They charged me $74.85 for the product and $7.44 for shippingyDesired Settlement: A full refund

Business

Response:

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

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

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

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Web:

www.smootherface.com

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Shady, yet now dead: once upon a time this website was reported to be associated with Hydroxatone, LLC, but after several inspections we’ve come to the conclusion that this domain is no longer active.



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