Illum

Thank you for your response I understand you have concerns over the advertising on our website during your interaction with usPlease allow me to explainWhen ordering online you must check inside a box stating that you are years or older and agree to the terms and conditions and we provide the terms in a link next to thisYou have to agree to these terms prior to submitting any billing informationWe have issued a full refund of the purchase priceAll the customer has paid is $shipping and handlingThe customer still has the product and we have not required the returnWe reached out to the customer to ensure that this was satisfactory resolution and to address any additional concerns they may have.We are unsure how to further assist the customerWe will not reach out to the customer again in the futureFor any additional concerns they may contact customer service at their earliest convenience

Thank you for providing valuable and eye opening feedback on our Customer ServiceI understand you have concerns over the conversation that occurred during your interaction with usWe have recently changed out customer service providers to ensure excellent customer servicePlease allow me to explain the events and let me know if there’s any help you’d wish to volunteer to help use make sure such discrepancies never happen againWe give Customers days to try a full 30-day supply of our product for just the cost of shipping and handlingAfter your trial period ends, if you have not contacted us prior to cancel, you are billed for the original supply at its retail priceThis is a type of ‘Try Before You Buy’ offerWe did cancel your monthly subscriptions at your request and the system generated cancellation email you received is to confirm thatThe trial does begin the day you order unless you contact and request an extensionWe are reaching back out to you in regards to your accountI have issued you a refund in full on the original supply as wellIf there is anything in additional we can do to assist with your account please contact customer service at your earliest convenience and we apologize for any misunderstanding

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] This company's web site is deliberately misleading and involves consumers in unanticipated huge and recurring charges after leading them to think they are spending $They are further harassing me with phone calls to withdraw my complaint

Thank you for providing valuable and eye opening feedback on our sales procedures. I understand you have concerns over the billing that occurred during your interaction with us. Please allow me to explain the events and let me know if there’s any help you’d wish to volunteer to help use make sure... such discrepancies never happen again. We give Customers 14 days to try a full 30-day supply of our product for just the cost of shipping and handling. After your trial period ends, if you have not contacted us prior to cancel, you are billed for the original supply at its normal retail price. This is a type of ‘Try Before You Buy’ offer. We did cancel your monthly subscriptions at your request and the system generated cancellation email you received is to confirm that.We have reach out to you in an effort to address any additional concerns. You have been refunded the purchase price of your items. If there is any further assistance we can provide contact us at your earliest convenience.

Thank you for providing valuable and eye-opening feedback into our advertising. I understand you have concerns with the billings that occurred. We give Customers 14 days to try a full 30-day supply of our product for just the cost of shipping and handling. After your trial period ends, if you have... not contacted us prior to cancel, you are billed for the original supply at its normal retail price. This is a type of ‘Try Before You Buy’ program we offer. We did cancel your monthly subscriptions at your request and the system generated cancellation email you received is to confirm that. The billing is for the original bottles that you received. I have reviewed the call in question. The Customer service representative and yourself agreed to 50% refund and the call was disconnected with the two of you saying goodbye. I understand at the end of this call you were not satisfied with the resolution. If you would like to return the unused portion of the product we will refund the remaining amount of $94.29 to your account. We will attempt to reach you to ensure this is satisfactory. We have also emailed you all the information needed to return your products. For additional assistance contact us at your earliest convenience. Thank you and have a great day.

Thank you for providing valuable and eye-opening feedback into our advertisingI understand you have concerns with the language in our trial offerWe give Customers days to try a full 30-day supply of our product for just the cost of shipping and handlingAfter your trial period ends, if you
have not contacted us prior to cancel, you are billed for the original supply at its retail priceThis is a type of ‘Try Before You Buy’ program we offerWe did cancel your monthly subscriptions at your request and the system generated cancellation email you received is to confirm thatI see we spoke with you on 4/111/and contacted you for quality assurance on 4/12/The billing is for the original bottles that you receivedWe have refunded the purchase price of your products and you can feel free to keep them as a giftIf you have any additional concerns reach back out to customer service at your earliest convenience

Thank you for providing valuable and eye opening feedback on our Advertising and customer service. I understand you have concerns over the billing that occurred during your interaction with us. We have recently changed out customer service providers to ensure excellent customer service. Please...

allow me to explain the events and let me know if there’s any help you’d wish to volunteer to help use make sure such discrepancies never happen again. We give Customers 14 days to try a full 30-day supply of our product for just the cost of shipping and handling. After your trial period ends, if you have not contacted us prior to cancel, you are billed for the original supply at its normal retail price. This is a type of ‘Try Before You Buy’ offer. We did cancel your monthly subscriptions at your request and the system generated cancellation email you received is to confirm that. We would like to speak with you in regards to your account. I have issued you a refund in full on the $94.77. If there is anything in additional we can do to assist with your account please contact customer service at your earliest convenience and we apologize for any misunderstanding.

Thank you for contacting us and providing us the opportunity to settle any misunderstandings. Typically the complaints we receive concern our billing procedures. The confusion surrounding these procedures is typically due to the customer failing to read the terms and conditions of the trial offer...

presented when ordering. These terms and conditions are readily available to read by clicking on a link to them. In addition, the customer is required to check a box that they have read and understood these terms and conditions as a prerequisite to their order being processed. We provide a link to our Terms and Conditions at the bottom of every page of our website for convenience. We give Customers 14 days to try a full 30-day supply of our product for just the cost of shipping and handling. After the customers’ trial period ends, if they have not contacted us prior to cancelling, the customer is then billed for the original supply at its normal retail price. This is a type of ‘Try Before You Buy’ program we offer. In reviewing the customers file, we did not find any correspondence from the customer, to cancel or otherwise. If the customer returned the product, then unfortunately our warehouse may not have known who the sender was. So, because we have no record of speaking with Ms [redacted], and no receipt of her returned product, that is why Ms [redacted] continued to receive monthly shipments and monthly charges. However, we feel our customers concerns and do apologize for the inconvenience. We have refunded the customer all of the charges to her account less the original shipping and handling charges, the refunded amount is $493.65, which will usually take 3-5 business days for the refund to be processed back to the card she used. Please relay this information to our customer and please let us know if there are any additional questions. Thank you, -Illum Customer Care.

Thank you for providing valuable and eye-opening feedback into our advertising. I understand you have concerns with the billings that occurred. We give Customers 14 days to try a full 30-day supply of our product for just the cost of shipping and handling. After your trial period ends, if you have...

not contacted us prior to cancel, you are billed for the original supply at its normal retail price. This is a type of ‘Try Before You Buy’ program we offer. We did cancel your monthly subscriptions at your request and the system generated cancellation email you received is to confirm that. The billing is for the original bottles that you received. I have reviewed the call in question. We have offered for you to return the unused portion, or if you did not wish to return the product we have offered a 75% refund for you to keep the items. You stated you were unsure of the option you would like to take and would contact us back. Unfortunately we never heard back from you. We have refunded the purchase price and reached out to you in regards to this matter. If you have additional concerns contact us at your earliest convenience.

Thank you for providing valuable and eye opening feedback on our Customer Service. I understand you have concerns over the conversation that occurred during your interaction with us. We have recently changed out customer service providers to ensure excellent customer service. Please allow me to...

explain the events and let me know if there’s any help you’d wish to volunteer to help use make sure such discrepancies never happen again. We give Customers 14 days to try a full 30-day supply of our product for just the cost of shipping and handling. After your trial period ends, if you have not contacted us prior to cancel, you are billed for the original supply at its normal retail price. This is a type of ‘Try Before You Buy’ offer. We did cancel your monthly subscriptions at your request and the system generated cancellation email you received is to confirm that. The trial does begin the day you order unless you contact and request an extension. We are reaching back out to you in regards to your account. I have issued you a refund in full on the original supply as well. If there is anything in additional we can do to assist with your account please contact customer service at your earliest convenience and we apologize for any misunderstanding.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for your response I understand you have concerns over the advertising on our website during your interaction with us. Please allow me to explain. When ordering online you must check inside a box stating that you are 18 years or older and agree to the terms and conditions and we provide the terms in a link next to this. You have to agree to these terms prior to submitting any billing information. We have issued a full refund of the purchase price. All the customer has paid is $4.95 shipping and handling. The customer still has the product  and we have not required the return. We reached out to the customer to ensure that this was satisfactory resolution and to address any additional concerns they may have.We are unsure how to further assist the customer. We will not reach out to the customer again in the future. For any additional concerns they may contact customer service at their earliest convenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
This company's web site is deliberately misleading and involves consumers in unanticipated huge and recurring charges after leading them to think they are spending $5. They are further harassing me with phone calls to withdraw my complaint.

Thank you for providing valuable and eye-opening feedback into our advertising. I understand you have concerns with the billings that occurred. We give Customers 14 days to try a full 30-day supply of our product for just the cost of shipping and handling. After your trial period ends, if you have...

not contacted us prior to cancel, you are billed for the original supply at its normal retail price. This is a type of ‘Try Before You Buy’ program we offer. We did cancel your monthly subscriptions at your request and the system generated cancellation email you received is to confirm that. The billing is for the original bottles that you received. I have reviewed the call in question. The Customer service representative and yourself agreed to 50% refund and the call was disconnected with the two of you saying goodbye. I understand at the end of this call you were not satisfied with the resolution. If you would like to return the unused portion of the product we will refund the remaining amount of $94.29 to your account. We will attempt to reach you to ensure this is satisfactory. We have also emailed you all the information needed to return your products. For additional assistance contact us at your earliest convenience. Thank you and have a great day.

Thank you for providing this information. Unfortunately, there are no records of an account based on the information the customer provided, nor are any of the products he/she listed items we sell. We encourage you to look on the side of your products for a contact number for the original company....

We're sorry we cannot assist you further and wish you the best of luck in getting this issue resolved.

Thank you for providing valuable and eye opening feedback on our sales procedures. I understand you have concerns over the billing that occurred during your interaction with us. Please allow me to explain the events and let me know if there’s any help you’d wish to volunteer to help use make sure...

such discrepancies never happen again. We give Customers 14 days to try a full 30-day supply of our product for just the cost of shipping and handling. After your trial period ends, if you have not contacted us prior to cancel, you are billed for the original supply at its normal retail price. This is a type of ‘Try Before You Buy’ offer. We did cancel your monthly subscriptions at your request and the system generated cancellation email you received is to confirm that.We have reach out to you in an effort to address any additional concerns. You have been refunded the purchase price of your items. If there is any further assistance we can provide contact us at your earliest convenience.