ICTV

My original complaint has been closed without my authorization (#***)Unfortunately, I did not read your email of June 24th as I thought it was your original email that I had already read on that morningThe second email was sent within minutes of the first, so it was, unfortunately, overlookedI had been waiting for a response and going over my emails during the holiday break, I discovered that you had, in fact, sent two emails on the same dayI have to report that I followed the directions as soon as I read the your second email sent by Dermawand, called them and faxed over my U.SPostal Shipping receipt as directed on Saturday, 7/5/(because Friday was a holiday) per their representative: "***'s #***" instructions to the fax number given ( ###-###-####), wherein he told me to be sure to write my "name" on the "fax"I, again, faxed another copy with more detailed information today 7/8/(to include my full address and email address, in the event my "name" wasn't enough information)I have NOT received the refund nor have I received any other courtesy contact from this company in regards to the refund owedI do not find this to be "Resolved" in any way to date and I am very disappointed with this company's customer serviceI also stated an incorrect amount as I confused it with the original cost of ordering the products which is quite close in amountThe Refund amount owed is $for Return of products via U.SPostal ShippingThank you*** ***

This company operates as a total scam with highly unethical business practices Stay away! There are many similar products out there, made to a higher standard and offe***ng excellent customer service Derma wand is not one of them Don't rely on the Revdex.com for your info, as they are largely a total scam as well, sad to say Just use ***.com There you will find hundreds of consumer complaints against this company , with full and sordid histo***es of how this despicable company has abused them and played fast and loose with consumer law and the public's trust Don't be another victim!

[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: ***
I am rejecting this response because:On the day of the conference call between Dermawand, *** *** with *** Credit Union where I do my banking (###-###-#### ×***) and myself, I complained of charges of $and $that were withdrawn on 9-9-before I ever received the product on 9-14- I called them and repeated what their infomercial said "no chargers for days, use it for free When I called about this they removed the $ Also, when asked about the $51.60, the person on the phone said she had put $back into my account When put on hold while they got another person to put on the phone, ** *** who had my account in front of her as I did said she didn't see the $put back in my account and neither did I So, they have not credited my account the $from the $ So, the product I ordered to use and would not be charged my first payment for days with free shipping and handling seems to be full of "hidden processing fees" One of their employees told me the infomercial is very misleading After hearing both sides, *** *** ask them if they would like to refund my money, the lady said "no" This company just wants as much money as they can get away with by taking it out of your account and it is not the payments they advertise!
Regards,
*** ***

I called the company to ask a question regarding their processing fee and how much it was because it was non refundable T*** answered and she asked " Who am I speaking withI told her I preferred not to give my name yet because I had a questionShe hung up on meSo I called back and she said she can't help me unless I gave her a name and then said I needed to call customer serviceAnd gave me the phone # real quick and then hung up on me again before I could ask her to repeat it...I felt this to be very rude and unprofessional

Dear
Revdex.com:
","serif"">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 $150.98. 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 $188.91. 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:
","serif"">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
###-###-####

Dear Revdex.com:
We are writing in response to the customer's
complaint.  We understand that the
customer would like to return her auto shipments.   Due to
the...

nature of this complaint, her account has been reviewed.
The customer placed her order online and agreed to the terms
and conditions of the order, as well as the auto shipments of the [redacted]
Preferred Beauty Club.  The customer
claims that she contacted us on January 13, 2015, to cancel these shipments;
however we do not have a record of her trying to contact us. 
On February 2, 2015, the customer called us to cancel,
saying that she had received too many shipments and would like to return for a
refund.   The customer was told we could
cancel the orders, but she could not return. 
As a point of information, the [redacted] Preferred Beauty Club is not
returnable.  This is printed on the
packing slip.  For reference, I have
included a copy of this.
As a courtesy to the customer, we will allow her to
return the first shipment of her [redacted] Preferred Beauty club, although she
will have to pay for the return.  Please
call us at the number below for instructions.
We sincerely apologize to the customer for any
inconvenience this may have caused.  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 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, 2014.  She ordered the DermaWand
kit and agreed to a shipment of the 90 Day Ultimate Beauty Regimen every 90
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 12 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 $99 because she was a club member.  The price of this package without the club
price is $499.  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:
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,
2015.  The customer called our customer
service department on May 22 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 1 and was marked as returned.  However, her payments were not canceled and
she was charged $54.90 on June 12 and $39.95 on June 11.  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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: My complaint is in regards to the collection process.  My account went to collections in May and I was just informed of this July 14 2014. I have no problem in paying my bill in fact I have already communicated with the collection company and sent my payment. It is disappointing that I was not informed of any issue with my account until July. If Dermawand would have called in May I would have paid my bill at that point in time. I expect an apology letter from Dermawand and I would like them to use my name not just refer to me as the customer. I would like them to apologize for failure to notify me of any issues.
Regards,
[redacted]

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, 2015 through our website and was charged
$9.95 on June 29 to have the unit shipped to her.  She called our customer service line on July
16 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 5.  The customer also agreed to this.
As
discussed, the customer’s payment was taken from her account on August 5 and
she has one more payment of $39.95 remaining on September 4.  For reference, I have included a copy of the
screen shot showing her payments. 
Additionally,
the customer is outside of our 30 day Money Back Guarantee (MBG) to return.   Under the terms of our MBG, the customer has
30 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, 2015. 
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
###-###-####

[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]

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 from. However, 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 time. We are very sorry for the inconvenience that this has caused. Future 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 time. The customer does not need to return anything, we have already refunded.

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 8
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
###-###-####

[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]

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

[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.  However, the complaint about false advertising remains, and is not the same as the member discount. Member discount of $99 instead of $499 due to bring a member is unrelated to the advertised discount of "auto ship and save," which is advertised under every single product on your website, but is 100% untrue. Auto shipments do not come with any discount, whereas membership does. This still need to be fixed. 
Also, it is true that my email went unresolved and your customer service department did not reply. However, it was even more extreme than that. My emails were BLOCKED after my second request, and bounced back! 
Despite these two remaining issues, I am willing to accept DermaVital's modifications. I spoke with a very nice gentleman today who assured me that my auto-shipments were canceled and also assisted me in correcting my account information. 
Thank you for your time and your willingness to assist with these issues, which have been a small frustration for me. I am glad to have reached a satisfactory resolution. I also appreciate your efforts and willingness to improve your procedures and policies. 
Warm Regards,
[redacted]

Dear
Revdex.com,
We
are writing in response to the customer's complaint.  As previously indicated, the customer is
outside of our 30 day Money Back Guarantee (MBG) to return.   Under the terms of our MBG, the customer has
30 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, 2015. 
We
have told the customer we will allow her to return for a refund.  Since she is outside of the MBG, she will
have to pay the shipping to return to us. 
Please ask her to call us at the number below for instructions and an
address to return.
As a
point of information, the customer’s final charge of $39.95 declined on
September 4.  The customer must pay the
final payment or return the DermaWand to us to avoid this amount being sent to
our collections office.
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 regarding her Dermawand order.  Due to the nature of the customer’s complaint,
her account has been reviewed
The customer’s...

order was place
through our call center on November 29, 2014. During this call, the customer was
told that she would receive an electronic receipt and shipping
confirmation.  It could be possible that
this was sent to the customers junk or spam folder.
The customer called our customer service department on
December 1, 2014, and we have reviewed that call.  The customer asked for the tracking number,
but the agent was not able to give the customer her tracking number because the
package did not ship until December 3, 2014. 
However, the agent was unclear as to where the package was shipping
from.  We sincerely apologize for this
error.
This letter confirms that the customer’s package was
shipped from our warehouse in [redacted] on December 3 and is expected to be
delivered on December 9.  The tracking
for the package is [redacted] and it is being shipped through the Canada Post.  Additionally, the customer will not have to
pay any duties for this package since it shipped from Canada.
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.
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
###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: as I stated, there was no return label sent to me- ever! nor did I receive a new machine. I am far to busy to continuatiously check my email, but I'm telling you, they are not telling the truth. when I did check my e-mail, they had put me in collections without my notice! nor did they send it through regular mail. they are wrong! 
Regards,
[redacted]