ICTV

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, 2015. 
The customer
then spoke to our Director of Marketing on February 17 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 $100 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]
[redacted]
Customer Service
###-###-####

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

Dear Revdex.com: We are writing in response to the customer's complaint regarding her order with us.  We understand  the customer would like to return her [redacted]. The customer’s order was placed through our website on April 23, 2016, and she received her [redacted]...

on May 4.  The customer called our customer service department on June 29, 2016, to return.  When she spoke to customer service, she was told she was outside of our 30 day Money Back Guarantee (MBG).  Under the terms of our MBG, the customer has 30 days to return from the day it is received.  When she called to return on June 29, she was outside of the MBG. The customer was given the terms and conditions of the order as well as the payment information when she placed the order online.  For reference, we have included a copy of the website where she placed the order, showing the MBG and the payment schedule.  A copy of the packing slip showing the MBG has also been attached. Since the customer is outside of the MBG, we are unable to offer her a return for a refund. 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] Customer Service###-###-####hy here...

Review: Based on two emails I received from DermaWand Customer Service (copies below) in April 2014 regarding my refund claim and one phone call, wherein, I was told it had already been processed, my bank informed me the refund has not been deposited or refunded back to my account to date. They have apparently Blocked any further emails from my email account as I am not able to send any more emails thru their Customer Service email address, which I feel is highly unprofessional and, therefore, feel forced to file a legitimate complaint with the Revdex.com. See emails from DermaWand Customer Service below:

-------

Dear [redacted],

Thank you for contacting DermaWand Customer Service. Your total refund of $29.85 was processed on 4/19/2014.

It can take up to two billing cycles for your financial institution to post the refund to your account however.

For your convenience, our hours of operation are 6am – 6pm (PST) Mondays through Fridays and 7am – 1pm Saturdays. Please feel free to contact us at ###-###-#### during those hours should you need further assistance.

Thank you,

DermaWand Customer Service

------

From: [email protected]

To: [redacted] Sent: 4/9/2014 1:46:28 P.M. Pacific Daylight Time

Subj: Your DermaWand return instructions. R830537

Dear [redacted],

Thank you for contacting Customer Service regarding your DermaWand purchase. We sincerely apologize that DermaWand did not meet your expectations, but we appreciate your interest and taking the time to give DermaWand a

try.

As previously stated, we will absorb the cost to return your DermaWand, and you should have already spoken with a customer service representative to obtain an RMA number and return instructions. Upon receipt of your return, we will issue a full refund for the purchase price, including the shipping and handling, just like we promised. All we ask if that you provide proof of postage page for reimbursement.

Your refund will be applied back to the original credit or debit card that you used when making your purchase. Your refund will be processed within two business cycles from the date your return is received in our warehouse.

Please follow the recommended packing instructions listed below to ensure that your DermaWand return is received in the same condition as when it was shipped.

We hope that you will allow us another opportunity to serve you in the future. If you have any questions about this return process, please contact Customer Service toll free at ###-###-####

Step One: Getting your DermaWand Ready for Shipment

1. If you have the original box that your DermaWand came in: place the DermaWand and its accessories inside. Please secure the contents with paper, bubble wrap, or other packaging material. Print out this email and place it inside of the packaging box or write your full name, shipping address, and RMA number on a piece of paper and place it inside of the packaging box.

Write your RMA number on the outside of your packaging box. Tape up your box.

2. If you do not have the original packaging: wrap the DermaWand and its accessories in bubble wrap or other packing material and place it inside of a packaging box. Secure the contents of the box with more packing material. Print out this email and place it inside of the packaging box or write your full name, shipping address, and RMA number on a piece of paper and place it inside of the packaging box. Write your RMA number on the outside of your packaging box. Tape up your box.

* Please note that we CANNOT issue refunds for DermaWand orders that are returned without an RMA or are returned after the Return Policy Period has expired

Step Two: Mailing Your Package

1. Please ship your package in a traceable form within 10 business days

of receiving your RMA number. Your return should be sent back to the

following address:

DermaWand Returns [redacted], GA [redacted] Sincerely,

DermaWand Customer Service [redacted]Desired Settlement: To receive my promised Refund of Return Shipping Fees. I cancelled this order within 24 hours of placing the order. I returned unopened boxes with RMA numbers as directed. I have proof of mailing email from the US Post Office. If you need any further information, please feel free to contact me. Thank you kindly, *. [redacted].

Business

Response:

Dear

We are writing concerning the customer's request for a

refund for the return shipping she paid.

We sincerely apologize to the customer for any inconvenience.

We understand that the customer has returned all three of

the DermaWands she ordered. This letter

confirms that on April 19, her returns were received and she was refunded for

her 3 charges of $9.95, totaling $29.85.

We will be happy to refund the return shipping she paid;

however, we will need a copy of her receipt.

The receipt she emailed us does not show a total. Please have the customer call us at the

number below for instructions to send this receipt to us. Once we receive this, we will refund her

shipping costs.

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,

DermaWand Customer Service

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

Consumer

Response:

My original complaint has been closed without my authorization (#[redacted]). 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 morning. The second email was sent within minutes of the first, so it was, unfortunately, overlooked. I 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 day. I 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.S. Postal Shipping receipt as directed on Saturday, 7/5/14 (because Friday was a holiday) per their representative: "[redacted]'s #[redacted]" 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 7/8/14 (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 owed. I do not find this to be "Resolved" in any way to date and I am very disappointed with this company's customer service. I also stated an incorrect amount as I confused it with the original cost of ordering the products which is quite close in amount. The Refund amount owed is $29.22 for Return of products via U.S. Postal Shipping. Thank you. [redacted]

Business

Response:

Dear

We are writing concerning the customer's request for a

refund for the return shipping she paid.

We received the customer’s receipt for return shipping for $29.22 on

July 9 and it has been forwarded to our accounting office. Please allow up to two weeks for the check to

be sent.

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,

DermaWand Customer Service

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 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,

Review: I purchased a Dermawand in March. There was a payment taken and after there were issues with my credit card. I was never contacted, they said they sent letters and phoned. I requested a copy of the letters but they refused. Last Monday I received a phone call from a collections agency saying I was in collections. I requested an emailed copy of what I owe and I still have not received it. I called Dermawand today asking for help the manager on duty said they would email the bill, I still have not received it. I told him I wanted to pay at the bank he said I couldn't. He was extremely rude, I did swear at him but that was because I was frustrated. I want to pay what I owe but no one seems to be able to help me. I also don't want my credit rating affected because they failed to notify me of any issues. I have no problem paying what I owe I would like to know the total.Desired Settlement: I want my file out of collections and my credit rating not affected

Business

Response:

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

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

Consumer

Response:

[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]

Review: [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,

Business

Response:

Dear Revdex.com,

We are writing concerning the customer's complaint. We understand the customer is upset about our

collections process.

The customer’s order went into collections on May 29,

2014, for $155.33. The collections

agency sends out a letter to the customer as soon as they receive the collections

information from us, but unfortunately, it is not sent certified mail. The customer was given the payment schedule when

she placed her order online under “offer terms.” When a payment does not process, it is the

customer's responsibility to contact us and make alternate payment plans.

We understand that the customer has sent payment to the

collections agency.

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

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

Consumer

Response:

[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]

Review: [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,

I want to inform you that if you include your credit card information their system will process your order anyway, even if you don't submint the order buttom, you don't receive a order confirmation. The next thing you know is your order has been shipped to your door. If you call to return, they won't refund you the trial, even though it is not your mistake. They preffer to place a charge back with you bank, rather than to be nice and refund in full. Very dispointed with how customer service worked and is not the agent how attend me, they are just doing their job, but don't expect them to refund you money...

Review: I saw an infomercial about Dermawand. They advertised Free Shipping and Handling to you and Free Shipping and Handling to return the product. So, it was my understanding that I would be charged, I think it was $39.95 in 3 monthly payments if I decided to keep the product. On 9-9-14 I was in my checking account and I noticed they had taken out $14.95 and another one for $11.94. I did not receive the product until 9-14-14. I called right away as I did not know why they were taking this money out of my account. I was told it was some kind of fee not mentioned in the infomercial. She put the $14.95 back into my account. But not the $11.94. I still don't know what this was for. Then on 10-16-14 they took out $51.60. I called once again and the gentleman I spoke with said $19.95 was some kind of processing fee, I said that is not what the infomercial said. He said, it was a little misleading. I returned the product on 10-24-14 as I didn't know what amount they may charge me next month. I am going through a dispute with my credit union. We had a conference call today and after hearing both sides, the lady from [redacted] Credit Union, [redacted] asked them could they give my money back and they said "no". She said it would take her around 45 days to resolve this problem. I am disabled and live on a fixed income, so I can't have someone come along and just take out what they want. Once again, none of these "processing" fees were mentioned in their infomercial. Even one of their employees I spoke with said it was "misleading". I've sent the product back and they said if I didn't pay the next 2 payments that they would turn me over to collections. They have processed 3 unauthorized bank debits.

Thank you for any help you can give me.

Sincereley,

Business

Response:

Dear

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

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

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:On the day of the conference call between Dermawand, [redacted] with [redacted] Credit Union where I do my banking (###-###-#### ×[redacted]) and myself, I complained of charges of $14.95 and $11.94 that were withdrawn on 9-9-14 before I ever received the product on 9-14-14. I called them and repeated what their infomercial said "no chargers for 30 days, use it for free. When I called about this they removed the $14.95. Also, when asked about the $51.60, the person on the phone said she had put $19.95 back into my account. When put on hold while they got another person to put on the phone, [redacted] who had my account in front of her as I did said she didn't see the $19.95 put back in my account and neither did I. So, they have not credited my account the $19.95 from the $51.60. So, the product I ordered to use and would not be charged my first payment for 30 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, [redacted] 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 3 payments they advertise!

Regards,

Business

Response:

Dear

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

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

Review: In early December of 2013 I mailed my [redacted] unit back to the company for a bulb replacement / repair. I was told to write my check for $34.95 to cover the replacement and shipping costs. The company received my [redacted] unit on 12/11/13 @ 1:38pm via postal mail. My check went through my bank on 12/24/13. The wrong amount was processed from my check even though I wrote it for $34.95... [redacted] processed it for $39.95. When I called their customer service (for the 3rd time)

to ask why the delay in getting my [redacted] back someone FINALLY looked into it more and said that they show the check hasn't cleared processing yet. My bank statement clearly showed it had gone through. As requested by them, I faxed them my bank statement and a copy of my check. It wasn't until 6 more calls to them later on 2/5/14 that a nice young lady from customer service FINALLY asked her supervisor to just send out a new unit to me. I received the new unit...Yeah! BUT, they STILL have not refunded my $5 from the incorrect processing of my check through their system. Last time I called on 4/23/14 they said they would forward my case again to corporate because it still shows the check hasn't cleared! How ridiculous! I have done all I can do and now I am hoping that this will be the step that gets them to fix their mistake. No one from the company ever calls me...it is like they do not care at all.Desired Settlement: I would like to get a refund check from them for $5 and an apology for such terrible handling of this transaction.

Business

Response:

Dear Revdex.com, We are writing to you in response to complaint ID [redacted].We have issued a credit for $5.00 to the checking account on file. **. [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

Review: I ordered ONE product I received product co sent me other products charging them to my bank acct they claim I signed up for a club I did NOT!!!!

I ordered ONE product fm Derma Wand fm a TV infomercial my first time. I received product. The company then continued to send me other products and made unauthorized charges to my bank acct. I called several times talking with employees and managers. They claimed that I signed up for a makeup club. I DID NOT. I do not sign up for clubs. The last manager I talked to said that they were going to continue sending me products and charging them to my bank account. I went to my bank to block them fm taking any more money fm my acct. After many conversations they hv now sent me into collections. I am very upset and I dont know what to do. I lost my job. I am a single parent. I need help. PleaseDesired Settlement: I would like them to take me out of collections. I have good credit. I am currently laid off from my job as a single parent with two daughters. I paid them already for the SINGLE product that I ordered. I feel this company harrassed me as I made several phone calls telling them I did not sign up for a makeup club. And I know that I am not the only Customer that this has happened to. I am sure there are many other customers that have been taken advantage of and it is a very dishonest way of cond

Business

Response:

Dear

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.

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

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

I called the company to ask a question regarding their processing fee and how much it was because it was non refundable .. T[redacted] answered and she asked " Who am I speaking with.. I told her I preferred not to give my name yet because I had a question. She hung up on me.. So 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 service. And 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

Review: They put the amount of $144.75 on hold ion my bank account on 10/08/2014 and as of today they are refusing to fax a release to my bank. (The order was canceled on 10/08/2014). In talking to them yesterday they asked for a copy of my bank statement and when I told them I wasn't comfortable with them seeing all of my charges, they told me to just send cover everything up but that pending charge. I did that and now they are saying that because I didn't show everything there was nothing they could do and that it didn't matter that it was going to fall off my account next Tuesday anyway, The employees of this company has lied to me so many times that it isn't funny and I just have to wonder how many other people they have done this way. I don't feel that I should have to provide a full account of my spending habits to these people just to prove to them that their charge is still hang out there in memo on my account. I feel that this is just another stall tacit on their part and that they full intend to finish the process.Desired Settlement: I want them out of business

Business

Response:

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

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

Review: They are claiming that product is shipped direct from Canada, but it isn't. I am now paying dollar exchange and duty if I receive product at all.

I called to place an order for the dermawand on Nov. 29, 2014. I asked the sales rep if the product is shipped direct from Canada as the website add claims. At first she told me she wasn't sure. I told her that I wasn't interested in purchasing the product unless I could get it direct from Canada, as I am a Canadian citizen. She reassured me that if the add said direct from Canada then that is where it would be shipped from. She then went on to say that she just puts my info into her computer and that it would be sent to a distribution centre in Canada and my order would be sent from that distribution centre to me and that I wouldn't be charged the duty or dollar exchange. I asked how the product would be shipped and she told me through the mail. I thought this unusual as most companys use a courier service, but assumed that if it was shipping direct from Canada that it wouldn't be too bad. I went ahead and ordered the dermawand and was told that I would receive my order in 3-6 wks.They would e-mail my transaction and all necessary info online. I had to call for e-mail confirmation . I was given the transaction only; no order, customer, or tracking number. I called back again to customer service and this time they gave me the order and customer, but no tracking number. She said it would take up to a couple of days to receive a tracking number. I asked her where out of Canada my shipment would be coming from. She told me it left Georgia on Nov. 30th 2014 and would be shipped to a distributing centre in Toronto. I was shocked and told her that it was supposed to be shipped direct from Canada. She said that they never ship from Canada. I told her that was what the internet add said. I then asked for the address of the Toronto distribution centre and she gave me a false address. Needless to say red flags were starting to appear everywhere with this company. I did the 2 payment plan. They took the first payment out on Dec.1 2014. They received their first payment of 98.05, but I had to pay the difference in the dollar so my total was 115.01. I have the last payment to come out on Jan. 6th 2015 of 59.92, but I will have to pay the difference in the dollar with that transaction as well. I will also be hit with the duty as it crosses the border, and who knows how long it will take to even receive this parcel, since I'm assuming they are sending it parcel post. Parcel post doesn't put a tracking number on the parcels it sends out. So the company has been continually lying to me saying that they can get me a tracking number, but it will be a couple of days. When I call back they tell me another couple days.I don't understand why they feel they need to keep lying to me. What a terrible way of doing business with people. I would never order anything from this company again. With all the red flags being raised I decided to call the company yet again, but this time to cancel my order that I haven't yet received. I was talking to a gentelman and explained that I was duped with false advertising and continual lies. He told me that I would have to receive the parcel to my home and then send it back. I told him that by the time it gets here the 30 day money back guarantee will have run out. He told me that I have 30 days from the time that I receive it. I explained that when I placed the order the sales rep told me that the 30 days started right away when I ordered it. He argued with me that it wasn't true, but I've read in other complaints filed against the company that in fact it is true. They won't honour the 30 day money back guarantee. I'm beside myself. Should've just ordered from the shopping channel. At least you can trust them and guess what? They ship via courier. This fly-by-night company operates on lies, no morals or ethics. I'm dissapointed and disgusted with them. Never again!Desired Settlement: I want the amount of $115.01 can fnds. put back onto my credit card. I want the dermawand company to pay for all shipping charges including the duty when it crosses the border. I want it shipped back certified return-receipt so that a company rep has to sign for it upon delivery and there will be proof of its return. I want no further charges to be placed on my credit card from this company.

Business

Response:

Dear

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

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

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 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 ++