ICTV

[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 excellent to me.  The customer service department could use a little retraining, but that being said, the company deserves an award for their kind and caring attitude toward me.  If I were able to give them a rating as an overall business, it would be an A ++
I just want to add that  I am thankful for the timely response from the company in addressing my complaint.  I was in touch with Christina B[redacted], who was absolutely wonderful. She had my issue sent directly to the executive of her company, Kelly, who actually sent me another dermawand, and had it shipped to me within a day.  I have been treated like a V.I.P. by the owner and the exectutive of the company.  How many people can say that they've had an experience like that by any company.  I am well satisfied with this company and have no problem giving them my future business.   
Regards,
[redacted]

Dear Revdex.com, We are writing to you in response to complaint ID

size="2">[redacted].We have issued a credit for $5.00 to the checking account on file. **. [redacted]-[redacted] should see this refund within 24-72 hours, depending on her financial institution. Please 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 claims she did
not agree to the continuity shipments when the order was placed.  Due to the nature of this complaint, her
account has been reviewed.
The customer’s
husband called to place the order on December 2, 2014.  This call has been reviewed and the customer
did agree to the auto shipment of [redacted] every month.   The terms of this offer were also explained
to the customer during the call and the customer agreed.  The customer called our customer service
department on February 19 to cancel the auto shipments.  Unfortunately, we have no record of the
customer calling in earlier than this date. 
During this call, the customer agreed to keep the shipments they had
received and the agent canceled the remaining auto shipments.
The customer
called again on February 24 and was told he could receive a refund for his
products.  If the customer would like to
return both shipments, please have him call us below for instructions and a
Return Authorization Number for both orders. 
The customer will have to pay for his shipping to return.
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 she purchased a [redacted] from
[redacted] in June 2014 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 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 29 and reshipped the pieces she was
missing.  Additionally, the customer has
been receiving discounts for her orders. 
For example, the customer received $20 off her order on May 6,
2015. 
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 in response to the customer's complaint
regarding charges to her bank account.  We
sincerely apologize for any inconvenience to the customer. 
We...

understand that the customer has charges on her card
that she does not believe she agreed to. 
The customer placed her order online on November 10, 2014, and she was
given the terms and conditions under Offer Terms on the payment page.   Under the terms and conditions, the customer
agreed to one payment of $144.75.  The
customer also requested that another order on the DermaVital Ultimate Beauty
Regimen be sent to her in 30 days and she would pay in three payments.  Her first payment was charged on December 10
for $47.95 and she has two more payments of $33.00 that will be charged on
January 9, 2015 and February 8, 2015.
For reference, I have enclosed a screen shot of the page
where the customer agrees to the Ultimate Beauty Regimen.  Please note that on the right side of the
page under the 80% savings it says that the customer will be billed in 30 days.
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
1-866-677-0993

[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 $29.22.  Thank you Revdex.com for your assistance in this matter, since I have been trying to collect the return shipping fees since April 2014. 
Regards,
[redacted]

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
###-###-####

We will be processing a full refund for this customer.  For the inconvenience, we will allow this customer to keep the product.  Somebody from ICTV has emailed the customer to information her about this.  Thanks.

The customer's charges on her original order totaled $182.65 and were refunded in full on April 29th. She received two continuity shipments - one which was paid in full at $47.99 and was refunded on  April 28th and another continuity, which was a partial payment of $28.04 and was refunded on August 2nd. There had been a remaining balance of $19.95 on that order that had gone into collections status, which is what she was receiving notifications for. That status was removed on August 2nd, since  a refund had been processed on that order. It's possible that collections had already batched a letter around that time, but the customer can disregard it and should no longer be receiving any communications from them for that order. We show that her bank accepted all of the credits that were issued and she has been refunded everything that she has been charged. Attached are the documents from our system that show her approved refunds. At this point, we consider this issue resolved.

Dear
Revdex.com:
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
###-###-####

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, 2014 for the first payment of $11.94 and the second
payment of $51.60.  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 $19.95 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
###-###-####

Horrible! Please DO NOT GIVE THIS COMPANY YOUR CREDIT CARD INFO!
I wanted to try one of their products for a "special promotion". They were only supposed to deduct 1.95 for a one time trial of the product, and with no shipping fees. The next morning I noticed several different charges on the credit card. One was for 1.95, but there were several other unapproved charges from the same company, but with different titles! In total, they tried to take more that $40.00 for a product they told me was only going to be $1.95 to try!
I had to close the account and get a new card, very inconvenient! And, after all that, even if I like the product, I can't buy it again! Furthermore, it was the wrong product! I did not order the eye cream! Talk about a bait and switch!

[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
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.  When the customer placed her order online, she
was given the terms and conditions under Offer Terms on the payment page.   Under the terms and conditions, the customer
was charged $9.95 as a processing fee to have the skin care sent to her.  On September 8, 2014, the customer was
charged $11.94.  This is $9.95 for the
processing and handling, plus tax for her area. 
As a point of information, this information was also given during the
infomercial. 
Under the 30 day Money Back Guarantee (MBG), the customer
is given 30 days to try the unit.  If the
customer returns within those 30 days, we will pay her return shipping and
refund for the purchase price.  However,
the processing fee is non-refundable.  The
customer must call us within the 30 days to receive a Return Merchandise
Authorization number (RMA). 
The customer’s MBG ended on October 10.  We received her DermaWand in the warehouse on
October 29, but the customer did not call in for an RMA.  As a courtesy to the customer, we will remove
the remaining payments, however, we cannot refund for the amount already paid.
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: 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 sent. I have called your customer service line multiple times trying to resolve this and no one seems to know what is going on. A piece of advice, you may want to retrain your staff and ensure that they know all of your policies and procedures. I have paid because I do not want to deal with [redacted] any further. Also I intend to let everyone I know personally not to make any purchases from you due to your customer service. 
Regards,
[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 $13.83 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 $155.33.
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
###-###-####

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 90 Day Ultimate Beauty Regimen, to be
shipped to her in 30 days.  The customer
agreed to three payments of $33.33, charged every 30 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 $66.00.  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
###-###-####

[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: I never authorized additional shipments so their records are incorrect. I only had purchased the one time payment and did not accept any future shipments automatically. I have now received the package I was charged for and will be sending it back to them for full credit along with the original purchase. I will also let everyone I know not to order from this company because of fraudulent activity on their end. Thank you for the help and have a Merry Christmas.
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 29...

and reshipped the pieces she was
missing.  Additionally, the customer has
been receiving discounts for her orders. 
For example, the customer received $20 off her order on May 6,
2015. 
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]