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ICTV Reviews (72)

Dear Revdex.com: We are writing in response to the customer’s complaint regarding her DermaWand order Due to the nature of the customer’s complaint, her account has been reviewed class="MsoNoSpacing"> The customer’s order was placed online on May 12, She ordered the DermaWand kit and agreed to a shipment of the Day Ultimate Beauty Regimen every days She was told on the website when she placed her order that she would be charged the club price of $99, with no shipping We understand that the customer had contacted us asking to correct the address on the automatic shipment We did receive an email from the customer on May asking to have this corrected and we replied with an email asking her to call us The customer responded saying that she could not see our email Unfortunately, we never responded back to the customer We sincerely apologize for this error Please have the customer call us at the number below so we can update this address for her As requested by the customer, we have canceled the autoshipment Please note that the customer was charged $because she was a club member The price of this package without the club price is $ For reference, I have attached a screen shot from our website As a courtesy to the customer, if she would like to set up the autoshipment again at the club price, we will honor this Please note that we are continuously reviewing our procedures to ensure that we provide the highest level of customer service and we appreciate the customer bringing this to our attention Again, we sincerely apologize for any inconvenience to the customer Our hours of operation are 6am – 6pm (PST) Mondays through Fridays and 7am – 1pm Saturdays Please have the customer contact us during those hours for further assistance Thank you, Julie L [redacted] DermaWand Customer Service [redacted]

Dear Revdex.com, We are writing concerning the customer's complaint We understand the customer’s order is in collections and she would like to pay the balance owed The customer’s order was placed on March 21, 2014, and she was placed on a payment plan We received the first payment of $from the customer, but after that, her card declined and we were unable to charge the remaining payments The customer’s order went into collections on May 29, 2014, for $ We would be happy to remove the customer from collections once her balance is paid Please have her contact us at the number below to pay her debt owed We sincerely apologize to the customer for any inconvenience Our hours of operation are 6am – 6pm (PST) Mondays through Fridays and 7am – 1pm Saturdays Please have the customer contact us during those hours for further assistance Thank you, Julie L [redacted] Dermawand Customer Service ###-###-####

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

Dear Revdex.com: We are writing in response to the customer's complaint We understand that the customer did not receive all the attachments in her order Due to the nature of this complaint, her account has been reviewed We reached out to the customer on June and reshipped the pieces she was missing Additionally, the customer has been receiving discounts for her orders For example, the customer received $off her order on May 6, As a point of information, we are unable to locate her original DermaWand order If she is looking for this information, please ask the customer to give the address the package was shipped to when she speaks to the customer service agent We may be able to locate the account with this information We sincerely apologize to the customer for any inconvenience and appreciate bringing this to our attention Our hours of operation are 6am – 6pm (PST) Mondays through Fridays and 7am – 1pm Saturdays Please have the customer contact us during those hours for further assistance Thank you, Julie L [redacted] DermaBrilliance Customer Service [redacted] [email protected]

Dear Revdex.com: We are writing concerning the customer's request We understand the customer is in collections and would like to be removed Due to the escalation her account has been reviewed class="MsoNoSpacing">The customer’s order was placed on March 27, 2014, and the sales call was reviewed During this call, the customer did agree to the Day Ultimate Beauty Regimen, to be shipped to her in days The customer agreed to three payments of $33.33, charged every days Since the customer’s card has been canceled through her bank, we were unable to charge the remaining two payments On July 17, the customer’s account went into collections for $ We cannot remove the customer from collections until she pays her debt owed We sincerely apologize to the customer for any inconvenience Our hours of operation are 6am – 6pm (PST) Mondays through Fridays and 7am – 1pm Saturdays Please have the customer contact us during those hours for further assistance Thank you, Julie L [redacted] DermaWand Customer Service ###-###-####

Dear Revdex.com: We are writing in response to the customer’s complaint We understand she purchased a [redacted] from [redacted] in June and would like to return for a refund We are unable to locate an account for the customer If the customer has purchased through an authorized dealer from [redacted] , we can honor a warranty exchange if the customer is within the warranty period Please ask the customer to call us at the number below to send us a copy of the proof of purchase Our hours of operation are 6am – 6pm (PST) Mondays through Fridays and 7am – 1pm Saturdays Please have the customer contact us during those hours for further assistance Thank you, Julie L [redacted] Customer Service ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as I just received a check in the mail today for $ Thank you Revdex.com for your assistance in this matter, since I have been trying to collect the return shipping fees since April Regards, [redacted]

Dear Revdex.com: class="MsoNoSpacing">We are writing in response to the customer's complaint regarding her order with us We understand that the customer believes she was charged after her DermaWand was returned to our warehouse The customer’s order was placed on May 4, 2015, and was delivered to her on May 8, The customer called our customer service department on May for return instructions and was given instructions and a Return Merchandise Authorization (RMA) number to return The unit was received in our warehouse on June and was marked as returned However, her payments were not canceled and she was charged $on June and $on June We sincerely apologize to the customer for this error The customer has been refunded for the two payments and her remaining payment was canceled Again, we sincerely apologize to the customer for any inconvenience Our hours of operation are 6am – 6pm (PST) Mondays through Fridays and 7am – 1pm Saturdays Please have the customer contact us during those hours for further assistance Thank you, Julie L [redacted] DermaWand Customer Service ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I never authorized additional shipments so their records are incorrectI only had purchased the one time payment and did not accept any future shipments automaticallyI have now received the package I was charged for and will be sending it back to them for full credit along with the original purchaseI will also let everyone I know not to order from this company because of fraudulent activity on their endThank you for the help and have a Merry Christmas Regards, [redacted]

Dear Revdex.com, We are writing to you in response to complaint ID size="2"> [redacted] .We have issued a credit for $to the checking account on file** [redacted] - [redacted] should see this refund within 24-hours, depending on her financial institutionPlease let us know if we can be of further assistance.Thank you, [redacted] Customer Support

Dear Revdex.com We are writing in response to the customer's complaint We understand that the customer called our customer service line and agreed to a dropped payment, but does not believe she received the dropped payment and would like to return the unit Due to the nature of this complaint, her account has been reviewed The customer placed her order on June 28, through our website and was charged $on June to have the unit shipped to her She called our customer service line on July to say that she was having financial difficulties and wanted to return The agent told the customer we could drop a payment for her The customer agreed The agent also told her that she would only have two payments and the first payment would not be due until August The customer also agreed to this As discussed, the customer’s payment was taken from her account on August and she has one more payment of $remaining on September For reference, I have included a copy of the screen shot showing her payments Additionally, the customer is outside of our day Money Back Guarantee (MBG) to return Under the terms of our MBG, the customer has days to return from the day the package is received The customer’s package was delivered on July 2, 2015, and her MBG ended on August 2, We sincerely apologize that the customer was not contacted when she was told she would be contacted We appreciate it when the customer brings situations like this to our attention We are continually reviewing our procedures in order to give our customers the best possible customer service Again, we sincerely apologize to the customer for any inconvenience this may have caused and appreciate her bringing this to our attention Our hours of operation are 6am – 6pm (PST) Mondays through Fridays and 7am – 1pm Saturdays Please have the customer contact us during those hours for further assistance Thank you, Julie L [redacted] DermaWand Customer Service ###-###-####

Dear Revdex.com: We are writing in response to the customer’s complaint We understand that the customer placed an order through [redacted] and canceled the order She also claims she has a charge for $and believes she was charged for another DermaWand without her consent We sincerely apologize to the customer for any inconvenience Our records indicate that the customer placed an order online on May 1, 2015, and was charged $USD Tracking shows that this package was returned to sender and the customer has been refunded in full This letter confirms that as of May 11, 2015, the customer has been refunded $ Please note that it could take up to two billing cycles for the refund to appear on the customer’s statement Additionally, the customer claims that she has a charge of $ We are not able to locate this charge If this charge is still on the customer’s account, please have her send us a statement confirming the charge Please call us at the number below for the correct fax number to send the statement to Our hours of operation are 6am – 6pm (PST) Mondays through Fridays and 7am – 1pm Saturdays Please have the customer contact us during those hours for further assistance Thank you, Julie L [redacted] DermaWand Customer Service ###-###-####

Dear Revdex.com: class="MsoNoSpacing">We are writing in response to the customer's complaint We understand that the customer received eleven charges for items she did not purchase and would like a refund Due to the nature of this complaint, her account has been reviewed We have contacted this customer today and have determined that her card was stolen Since her card was canceled, we will be sending a refund check to her by overnight mail We sincerely apologize to the customer for any inconvenience this may have caused and appreciate bringing this to our attention Our hours of operation are 6am – 6pm (PST) Mondays through Fridays and 7am – 1pm Saturdays Please have the customer contact us during those hours for further assistance Thank you, Julie L [redacted] DermaWand Customer Service ###-###-####

Please review the attached documentation for the order details, tracking information confirming delivery and call memo recordsThe customer will need to return the product in order to be removed from collections statusPlease be aware that the Collections office that we use does not report anything to any of the credit bureaus

Dear Revdex.com We are writing concerning the customer's request We understand one of the customer’s orders was canceled, but she is still seeing the pending authorization on her account We sincerely apologize to the customer for any inconvenience The customer placed her first order online on October as a one pay She called us the same day and had that order canceled and placed a new order When the order was canceled, there was still a preauthorization on her account We have reviewed the charges on the customer’s card The preauthorization has dropped off, as we do not see anything pending; therefore, we are unable to fax a release to the customer’s bank Since it has dropped off on our end, it should be showing as expired on her banks end and they should not be holding it any longer Please have the customer check with her bank Again, we sincerely apologize to the customer for any inconvenience Our hours of operation are 6am – 6pm (PST) Mondays through Fridays and 7am – 1pm Saturdays Please have the customer contact us during those hours for further assistance Thank you, Julie L [redacted] DermaWand Customer Service ###-###-####

Dear Revdex.com: class="MsoNoSpacing">We are writing in response to the customer's complaint We understand that the customer believes she was overcharged and has requested a refund Due to the nature of this complaint, her account has been reviewed The customer contacted us on February 3, 2015, because she was charged for shipping, which was not shown on her initial order confirmation when her order was placed We sincerely apologize for this error The customer was refunded the shipping she paid, $16.89, on February 7, The customer then spoke to our Director of Marketing on February because she believed she was still charged more for her order than was shown on her invoice As a courtesy to the customer, she was refunded in full for her [redacted] and was allowed to keep the unit She was also refunded an additional $to her card on file At this point, we consider the complaint closed Again, we sincerely apologize to the customer for any inconvenience this may have caused and appreciate her bringing this to our attention Our hours of operation are 6am – 6pm (PST) Mondays through Fridays and 7am – 1pm Saturdays Please have the customer contact us during those hours for further assistance Thank you, Julie L [redacted] Customer Service ###-###-####

Dear Revdex.com: We are writing in response to the customer's complaint regarding charges in her bank account We sincerely apologize for any inconvenience to the customer We understand that the customer saw the infomercial and placed her order online, but was not aware of the processing fee Our records indicate that the customer filed a chargeback on November 7, for the first payment of $and the second payment of $ The chargeback was found in the customers favor and she will be refunded by her credit card company Please note that we did not charge the $she references, therefore we cannot refund for that As a courtesy, a screen shot of the customer’s charges in our system have been attached Again, we sincerely apologize to the customer for any inconvenience Our hours of operation are 6am – 6pm (PST) Mondays through Fridays and 7am – 1pm Saturdays Please have the customer contact us during those hours for further assistance Thank you, Julie L [redacted] DermaWand Customer Service ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: they are placing the blame on myself and the collection agency I did not receive a letter from anyone stating this was in collections and I find it convenient that I receive all of my other mail except for this letter that was supposedly sentI have called your customer service line multiple times trying to resolve this and no one seems to know what is going onA piece of advice, you may want to retrain your staff and ensure that they know all of your policies and proceduresI have paid because I do not want to deal with [redacted] any furtherAlso I intend to let everyone I know personally not to make any purchases from you due to your customer service Regards, [redacted]

When the order was originally placed, the customer opted into continuity shipments of the skin care creams, which is where the additional charges and shipments originated fromHowever, her mother called to return the order before any continuity shipments had processed, so the agent who handled the call should have cancelled those shipments at that timeWe are very sorry for the inconvenience that this has causedFuture shipments have been cancelled, the collections status for the most recent shipment has been removed and we have refunded what has been charged [$278.63]We have also refunded for the original [redacted] order, as even though she had not placed the original order, the agent should have allowed the return when her mother had called, since the guarantee was still active at that timeThe customer does not need to return anything, we have already refunded

She contacted via email several times while it was in transit, stating that she hadn't received it yetHer last email was on 2/22/17....CS responded by asking her to call inTracking shows the package delivered two days later on 02/24/We did not hear from the customer again claiming
non-receipt or anything else until after Collections started sending her lettersShe called on 04/07/claiming non-receipt, again only after Collections started processing her fileAdditionally, a prepaid label was mailed in February for the return of the defective device, and we never received anything from herAt this point, the order will remain with collections until it has been paid for Also, when the agents noticed the payment dates were not pushed back as far as the original agent she spoke with stated, they cancelled the payments and requested updated payment information because we got an "invalid card" responseThe order passed into Collections at the end of March because a valid card was not available to process the payment on

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Description: Infomercials, Television Home Shopping, Advertising - Television

Address: 10158 NY-56, Massena, New York, United States, 13662

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