Illumagen Skin

To [redacted] :Thank you for mediating this consumer complaint from our customer, Case Number:[redacted] Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers have...

to affirm and acknowledge the terms & conditions for our auto ship program by marking the T&C check-boxes.Please see the following check-out page for more information: https://illumagenskin.com/Skin/According to our records, customer ordered our products (the Illumagen Skin and the Illumagen Eye ) on a 14 day trial basis back on 03/05/2016 and paid the shipping and handling fees of $5.97 and $4.97. The trial expired on 03/19/2016 and due to the fact that our customer did not contact us to cancel their trial they were subsequently charged for the original shipments on 03/19/2016 $89.97 for the Illumagen Skin and $85.97 for the Illumagen Eye and the autoship program took effect. The following month, on  04/19/2016 the customer was charged again for both products $94.94 for the Illumagen Skin and $91.94 for the Illumagen Eye and 2 more bottles shipped out .Additional to the trial orders the customer also added the Illumagen Vitamin C on 03/06/2016 and was charged $34.97 for it.Customer contacted our Customer Service on 04/22/2016 and requested for the subscription to be cancelled, which we did .Customer had requested a refund for the charges on 04/19/2016 our Customer Service asked that she call back due to no supervisors on duty at that time to approve the request.However the customer did not call back, regardless we feel for our customer’s concerns and do apologize for the inconvenience, thus will be providing refunds for the charges on 04/19/2016. $94.94 for the Illumagen Skin and $91.94 for the Illumagen Eye.Here are the refund confirmations:$94.94 Trans ID:[redacted] dated 05/09/2016$91.94 Trans ID:[redacted] dated 05/09/2016Refunds should reflect on customer’s account within 3 to 5 business days.Please relay this information to our customer and feel free to let us know should you have further questions.

To [redacted]:Thank you for mediating this consumer complaint from our customer, Case Number:   [redacted]. Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our...

customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes.According to our records, customer ordered our products (the Illumagen Skin and the Illumagen Eye) on a 14 day trial basis back on 08/21/2016 and paid the shipping and handling fees of $5.97 and $4.97. The trial expired on 09/04/2016 and due to the fact that our customer did not contact us to cancel their trial they were subsequently charged for the original shipments on 09/04/2016  $89.97 for the Illumagen Skin and $85.97 for the Illumagen Eye.Customer had contacted our Customer Service on 09/06/2016 and requested for the subscription to be cancelled. We immediately granted the request and cancelled the account.Customer then requested a refund.Our Customer Service had issued a full refund of $89.97 for the Illumagen Skin and a courtesy of $30.08 for the Illumagen Eye which the customer accepted.However we feel our customers concerns and do apologize for the inconvenience, thus we will be providing the remaining refund of $55.49 for the Illumagen Eye and charged on 09/04/2016. Here is the refund confirmation:$55.49 Trans ID:[redacted] dated 09/23/2016.         Refund should reflect on customer’s account within 3 to 5 business days.Please relay this information to our customer and feel free to let us know should you have further questions.

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]

To  [redacted]:Thank you for mediating this consumer complaint from our customer, Case Number:   [redacted]. Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial,...

our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes.According to our records, customer ordered our products (the Illumagen Skin and the Illumagen Eye) on a 14 day trial basis back on 09/14/2016 and paid the shipping and handling fees of $5.97 and $4.97. The trial expired on 09/28/2016 and due to the fact that our customer did not contact us to cancel their trial they were subsequently charged for the original shipments on 09/28/2016 $89.97 for the Illumagen Skin and $85.97 for the Illumagen Eye.Customer contacted our Customer Service on 10/01/2016 and requested for the subscription to be cancelled, which we did .However we feel for our customer’s concerns and do apologize for the inconvenience, thus will be providing a full refund for the charge on 09/28/2016 for Illumagen Skin in the amount of $89.97 for any misunderstanding when placing the order. We will also be issuing a refund for the charge on 09/28/2016 for Illumagen Eye in the amount of  $85.97 Here are the refund confirmations:$89.97 Trans ID:[redacted] dated 10/06/2016.      $85.97 Trans ID:[redacted] dated 10/06/2016.Refunds should reflect on customer’s account within 3 to 5 business days.Please relay this information to our customer and feel free to let us know should you have further questions.

To [redacted]...

:
Thank you for mediating this consumer complaint from our customer, Case Number:   [redacted].Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes.
According to our records, customer ordered our products (the Illumagen Skin and the
Illumagen Eye) on a 14 day trial basis back on 08/21/2016 and paid the shipping and handling fees of $5.97 and $4.97. The trial expired on 09/04/2016 and due to the fact that our customer did not contact us to cancel their trial they were subsequently charged for the original shipments on 09/04/2016, $89.97 for the Illumagen Skin and $85.97 for the Illumagen Eye.
Customer contacted our Customer Service on 09/06/2016 and requested for the subscription to be cancelled, which we did .However we feel for our customer’s concerns and do apologize for the inconvenience, thus will be providing a full refund for the charges on 09/04/2016 , $89.97 for the Illumagen Skin and $85.97 for the Illumagen Eye.     
Here are the refund confirmations:
$89.97 Trans ID: [redacted] dated 09/22/2016
     
$85.97 Trans ID: [redacted] dated 09/22/2016
Refunds should reflect on customer’s account within 3 to 5 business days.Please relay this information to our customer and feel free to let us know should you have further questions.

To [redacted]: Thank you for mediating this consumer complaint from our customer, Case Number: [redacted].  Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our...

customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes.According to our records, customer ordered our product the Illumagen Skin on a 14 day trial basis back on 05/26/2016 and paid the shipping and handling fee of  $4.97. The trial expired on 06/09/2016 and due to the fact that the customer didn’t cancel they  were charged $89.97 for the original shipment. Due to no cancellation the autoship program took effect. The following month, on 07/09/2016  the customer was charged again in the amount of $94.94 for the Illumagen Skin and shipped another product. Along with that on 08/08/2016 the charged in the amount of $94.94 and shipped another product.Customer contacted our Customer Service on 08/09/2016 and requested for her subscription to be cancelled, which we did. However, we feel for our customer’s concerns and do apologize for the inconvenience, thus will be providing a full refund for the charge on 08/08/2016 for Illumagen Skin in the amount of $94.94 for any misunderstanding when placing the order. Here is the refund confirmation:$94.94 Trans ID:3231290074 dated  09/29/2016. Refund should reflect on customer’s account within 3 to 5 business days.Please relay this information to our customer and feel free to let us know should you have further questions.

To [redacted] :Thank you for mediating this consumer complaint from our customer, Case Number:[redacted] Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers have...

to     affirm and acknowledge the terms & conditions for our auto ship program by marking the T&C check-boxes. Please see the following check-out page for more information:https://illumagenskin.com/Skin/According to our records, customer ordered our products (the Illumagen Skin and the Illumagen Eye ) on a 14 day trial basis back on 03/28/2016 and paid the shipping and handling fees of $5.97 and $4.97. The trial expired on 04/11/2016 and due to the fact that our customer did not contact us to cancel their trial they were subsequently charged for the original shipments on 04/11/2016 $89.97 for the Illumagen Skin and $85.97 for the Illumagen Eye and the autoship program took effect.The following month, on  05/11/2016 the customer was charged again for both products $94.94 for the Illumagen Skin and $91.94 for the Illumagen Eye and 2 more bottles shipped out.Again the following month, on 06/11/2016 the customer was charged for both products $27.46 for the Illumagen Skin and $27.46 for the Illumagen Eye and 2 more bottles shipped out.Customer contacted our Customer Service on 05/17/2016 to change her subscription cycle. Customer was issued a refund of 50% for the charge on 05/11/2016 $47.47 for the Illumagen Skin and $45.97 for the Illumagen Eye.Customer was also given a discount to receive her products at a 75% off ,the customer also requested her subscription to be every 120 days .Our customer service updated the account however they were charged $27.46 for the Illumagen Skin and $27.46 for the Illumagen Eye the following month on 06/11/2016 due to a system error, but was fully refunded of the charge. We feel for our customer’s concerns and do apologize for the inconvenience, thus will be issuing the remaining refund for the the charges on 05/11/2016. $47.47 for the Illumagen Skin and $45.97 for the Illumagen Eye.Here are the refund confirmations:$94.94 Trans ID:[redacted] dated 06/28/2016      $91.94 Trans ID:[redacted]  dated 06/28/2016Refunds should reflect on customer’s account within 3 to 5 business days.Please relay this information to our customer and feel free to let us know should you have further questions.

Fraudulent advertising on facebook- scam that signs you up for and locks you into repeating monthly charges (over $160/month) for the 2 creams. Teaser ad is misleading: sign up for "free trial" pay only $5 for S&H - no way to "X" out of ordering the eye cream with the skin cream, as the pop up window would NOT allow you to close it. Contrary to customer rep's scripted answers "our policy is clear on our website' - there WAS NO POLICY on the FB ad. I have disputed the 2 repeating months of charges with my CC company.

To
255);">[redacted] :
Thank you for mediating this consumer complaint from our customer, Case Number:[redacted]
Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers have to affirm and acknowledge the terms & conditions for our auto ship program by marking the T&C check-boxes.Please see the following check-out page for more information: https://illumagenskin.com/Skin/
According to our records, customer ordered our products (the Illumagen Skin and the
Illumagen Eye ) on a 14 day trial basis back on 04/04/2016 and paid the shipping and handling fees of $5.97 and $4.97. The trial expired on 04/18/2016 and due to the fact that our customer did not contact us to cancel their trial they were subsequently charged for the original shipments on 04/18/2016 $89.97 for the Illumagen Skin and $85.97 for the Illumagen Eye and the autoship program took effect. The following month, on  05/18/2016 the customer was charged again for both products $94.94 for the Illumagen Skin and $91.94 for the Illumagen Eye and 2 more bottles shipped out.
Customer contacted our Customer Service on 05/22/2016 and requested for the subscription to be cancelled, which we did .We also issued an RMA (Return Merchandise Authorization) for the customer to return for a refund minus a $9.95 restocking fee per product ,which the customer accepted. However we have yet to receive the merchandise from the customer. Regardless we feel for our customer’s concerns and do apologize for the inconvenience, thus will be issuing a refund for the the charges made on 05/18/2016. $94.94 for the Illumagen Skin and $91.94 for the Illumagen Eye. Here are the refund confirmations:
$94.94 Trans ID:[redacted] dated 05/29/2016
     
$91.94 Trans ID:[redacted] dated 05/29/2016
Refunds should reflect on customer’s account within 3 to 5 business days.Please relay this information to our customer and feel free to let us know should you have further questions.

To
255);">[redacted] :
Thank you for mediating this consumer complaint from our customer, Case Number:[redacted]
Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers have to     affirm and acknowledge the terms & conditions for our auto ship program by marking the T&C check-boxes. Please see the following check-out page for more information:https://illumagenskin.com/Skin/
According to our records, customer ordered our products (the Illumagen Skin and the Illumagen Eye ) on a 14 day trial basis back on 03/28/2016 and paid the shipping and handling fees of $5.97 and $4.97. The trial expired on 04/11/2016 and due to the fact that our customer did not contact us to cancel their trial they were subsequently charged for the original shipments on 04/11/2016 $89.97 for the Illumagen Skin and $85.97 for the Illumagen Eye and the autoship program took effect.The following month, on  05/11/2016 the customer was charged again for both products $94.94 for the Illumagen Skin and $91.94 for the Illumagen Eye and 2 more bottles shipped out.Again the following month, on 06/11/2016 the customer was charged for both products $27.46 for the Illumagen Skin and $27.46 for the Illumagen Eye and 2 more bottles shipped out.
Customer contacted our Customer Service on 05/17/2016 to change her subscription cycle. Customer was issued a refund of 50% for the charge on 05/11/2016 $47.47 for the Illumagen Skin and $45.97 for the Illumagen Eye.Customer was also given a discount to receive her products at a 75% off ,the customer also requested her subscription to be every 120 days .Our customer service updated the account however they were charged $27.46 for the Illumagen Skin and $27.46 for the Illumagen Eye the following month on 06/11/2016 due to a system error, but was fully refunded of the charge. We feel for our customer’s concerns and do apologize for the inconvenience, thus will be issuing the remaining refund for the the charges on 05/11/2016. $47.47 for the Illumagen Skin and $45.97 for the Illumagen Eye.Here are the refund confirmations:
$94.94 Trans ID:[redacted] dated 06/28/2016
     
$91.94 Trans ID:[redacted]  dated 06/28/2016
Refunds should reflect on customer’s account within 3 to 5 business days.Please relay this information to our customer and feel free to let us know should you have further questions.

My experience was very similar to the other two negative reviews. I feel the advertisement was very misleading. The price of the "free sample" turned out to be $89.97 (never shown in ad for sample) and I was charged that amount. I was told when I called to ask why I was billed since I had cancelled, that I was 2 days past the 14-day cancellation period in cancelling and that the previous free sample charge I had paid was simply to pay for postage of sending me the sample. The $89 was for the 30-day supply sample jar which I had received. The company also advertises Novaderm and Aquaplex samples and the billing company name was MAGICSKIN on the statement.

To [redacted]:

Thank you for mediating this consumer complaint from our customer, Case Number: [redacted]. Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers have to affirm and acknowledge the terms & conditions for our auto ship program by marking the T&C check-boxes.
According to our records, customer ordered our products (the Illumagen Skin and the Illumagen Eye) on a 14 day trial basis back on 08/13/2016 and paid the shipping and handling fees of $5.97 and $4.97. The trial expired on 08/27/2016 and due to the fact that our customer did not contact us to cancel their trial they were subsequently charged for the original shipments on 08/27/2016 $89.97 for the Illumagen Skin and $85.97 for the Illumagen Eye. Due to no cancellation the autoship program took effect. The following month, on 09/27/2016 the customer was charged again for both products in the amount of $94.94 for the Illumagen Skin, $91.94 for the Illumagen Eye, and shipped out two more products.
Customer had contacted our Customer Service on 09/30/2016 and requested for the subscription to be cancelled. We immediately granted the request and cancelled the account.Customer then requested a refund.Our Customer Service had issued a full refund of $94.94 for the Illumagen Skin and a full refund of $91.94 for the Illumagen Eye charged on 09/27/2016 which the customer accepted.
However we feel our customers concerns and do apologize for the inconvenience, thus we will be providing the remaining refund of $89.97 for the Illumagen Skin and
$85.97 for the Illumagen Eye charged on 08/27/2016. Here are the refund confirmations:
$89.97 Trans ID:[redacted] dated  10/21/2016.
        
$85.97Trans ID:[redacted] dated 10/21/2016.
Refunds should reflect on customer’s account within 3 to 5 business days.Please relay this information to our customer and feel free to let us know should you have further questions.

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]

To
255);">[redacted] :
Thank you for mediating this consumer complaint from our customer, Case Number:[redacted]
Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers have to affirm and acknowledge the terms & conditions for our auto ship program by marking the T&C check-boxes.Please see the following check-out page for more information: https://illumagenskin.com/Skin/
According to our records, customer ordered our products (the Illumagen Skin and the
Illumagen Eye ) on a 14 day trial basis back on 03/05/2016 and paid the shipping and handling fees of $5.97 and $4.97. The trial expired on 03/19/2016 and due to the fact that our customer did not contact us to cancel their trial they were subsequently charged for the original shipments on 03/19/2016 $89.97 for the Illumagen Skin and $85.97 for the Illumagen Eye and the autoship program took effect. The following month, on  04/19/2016 the customer was charged again for both products $94.94 for the Illumagen Skin and $91.94 for the Illumagen Eye and 2 more bottles shipped out .Additional to the trial orders the customer also added the Illumagen Vitamin C on 03/06/2016 and was charged $34.97 for it.
Customer contacted our Customer Service on 04/22/2016 and requested for the subscription to be cancelled, which we did .Customer had requested a refund for the charges on 04/19/2016 our Customer Service asked that she call back due to no supervisors on duty at that time to approve the request.However the customer did not call back, regardless we feel for our customer’s concerns and do apologize for the inconvenience, thus will be providing refunds for the charges on 04/19/2016. $94.94 for the Illumagen Skin and $91.94 for the Illumagen Eye.Here are the refund confirmations:
$94.94 Trans ID:[redacted] dated 05/09/2016
$91.94 Trans ID:[redacted] dated 05/09/2016
Refunds should reflect on customer’s account within 3 to 5 business days.Please relay this information to our customer and feel free to let us know should you have further questions.

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]

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 is an unacceptable response. The "fine print" was unclear and I have had my lawyer look at the terms - MUCH of what is included in the agreement, particularly the portion about the added "eye enhancer," is illegal and can be challenged by law. I am willing to pursue this option against this company should I not get an acceptable response. I have done extensive research and have many other consumers willing to join me on this legal venture. Please let me know if the company is willing to provide a complete refund. THAT is the only acceptable response. Thanks for mediating.