Illuminated Teeth, LLC

Complaint: [redacted] I am rejecting this response because: Please see attachment Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Good morning Carolyn, I submitted a complaint on 8/27/11:10:AM against Illuminated Teeth LLC ID# [redacted] The Revdex.com has determined that the business has addressed the disputed issues and has closed the complaint Though the business has responded to my complaint, my complaint is not resolved In the response submitted by the business, it was stated: "We do not have any record that we ever received the item back, and the last time with spoke with this consumer they were not able to provide us with tracking information showing the product was returned to us." Attached to this email is a dated receipt showing the return shipping of the item in question This receipt has been supplied to the business on separate occasions, yet they refuse to issue my refund Now they claim the: "The charge is currently outside the days so we are no longer able to issue any refunds" I have had a terrible customer experience with this company, their practice is unethical and completely dishonest How does one go about holding a lying company accountable? Thank you for your time, [redacted] ***

To whom it may concern, This consumer’s trial expired, and since they hadn’t contacted us to cancel they were billed and shipped an additional product on 7/24/We spoke with them regarding cancellation beginning on 7/28/and the customer was informed that they could return their most recent product for a refundAs we have previously stated, we do not have any record that we ever received any product back from this customer Using the tracking/label number [redacted] *rovided on the customer's receipt from ***, it says that package was delivered in a completely different state: Your item was delivered at 9:am on August 6, in [redacted] ***Unfortunately since no tracking number or return information was previously provided to us when we spoke with the customer, and we never received the product due to what appears to be a mistake on the post office's behalf we were not able to issue creditWe apologize on behalf of *** for whatever problem occurred with this package, but we are not affiliated with them in any way so there is no way we could have known that the product was delivered to the wrong place; all we knew was that we did not receive the product Unfortunately this product is nearly months old, and we are not able to issue credit after the product is outside the daysAs we have previously stated, customers always have the option of contacting their bank or credit card company to pursue the matter, but unfortunately we cannot issue a refundWe would be happy to send out complimentary items, but that is the most we can do at this time Thank you, Illuminated Teeth Customer Service Team

This consumer signed up for our 14 day trial offer of the Illuminated Teeth kit back on 7/28/14. The way the trial works, is that customer’s pay up front for shipping & handling, and we send them a full one month supply of the product to sample during the 14 days. If... customers do not contact us within the 14 days to cancel, then they are automatically charged full price of $89.99 for the first product, and also enrolled onto the monthly membership. This consumer’s trial expired and they were charged on 8/11/14, and since they hadn't contacted us to cancel they were also enrolled onto the monthly membership. We attempted to bill them for a new product in September, but our attempts were declined. All of this information is located on our website, on the page customers insert their credit card information as well as in the terms and conditions you must agree to twice throughout the ordering process. Although this consumer agreed to all of this information on our website, we are always willing to work with our customers. We never spoke with this consumer regarding cancellation until 9/15/14, after they were billed for their first product and we attempted to send them another. At that time we explained that unfortunately their first item was outside our 30 day money back guarantee but that we were then able to close out the rest of the account from anything further. As stated on our website, all products that opened and/or outside of the 30 days are no longer returnable. At this time we would be more than happy to send out a second item completely free as our compliments, but since the product is outside the 30 days there is not much more we can offer. We apologize for any inconvenience or confusion regarding the order, and as we have previously stated to the customer, they always have the option of contacting their bank instead. Thank you, Illuminated Teeth Customer Service Team

To whom it may concern, This consumer signed up for our 14 day trial offer of the Illuminated Teeth kit back on 6/17/14. The way the trial works, is that customer’s pay up front for shipping & handling, and we send them a full one month supply of the... product to sample during the 14 days. If customers do not contact us within the 14 days to cancel, then they are automatically charged full price of $69.99 for the first product, and also enrolled onto the monthly membership. This consumer’s trial expired and they were charged on 7/01/14, and since they hadn’t contacted us to cancel they were billed and shipped an additional product on 7/24/14. All of this information is located on our website, on the page customers insert their credit card information as well as in the terms and conditions you must agree to twice throughout the ordering process. Although this consumer agreed to all of this information on our website, we are always willing to work with our customers. We spoke with this consumer on numerous occasions beginning on 7/28/14 after they had already been billed for their second item. We informed them of our 30 day money back guarantee and that we could accept the most recent item back for a refund, and even waived the $20 restocking fee. We do not have any record that we ever received the item back, and the last time with spoke with this consumer they were not able to provide us with tracking information showing the product was returned to us. The charge is currently outside the 30 days so we are no longer able to issue any refunds, but would be happy to ship a replacement product out as our compliments. We apologize for any inconvenience or confusion regarding this matter. Since we are no longer able to issue a refund on this charge, the customer has the right to contact their bank or credit card company regarding that charge. Thank you, Illuminated Teeth Customer Service Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not completely satisfactory to meThe offered a $refundI never received itNow they are offering replacement productWhat happens if I don't receive it? This is not a company I completely trust and would never do business with themIn fact, I will do what I can to share how deceptive their business practices are to the consumer.
I'm done going round and round with themIt's there word against mineI know how they got my business and it wasn't directly from their websiteBut I'm done arguingPlease Revdex.com JUST KEEP THEM ON YOUR RADAR!!
I would like the replacement product as stared in their offer and the original $refundIn addition I would like an opportunity to follow up with the Revdex.com should I not receive what they stated.
Sincerely,
*** ***

To whom it may concern,
Upon receiving this complaint, we were not able to locate an account under the name and information providedWe called and spoke with *** today on 10/07/at ***, and determined that the account was under a different name,
*** ***We reviewed the account, and see that under this person an order was placed for our day trial offer of the Illuminated Teeth on 6/27/The way the trial works, is that customer’s pay up front for shipping
& handling, and we send them a full one month supply of the product
to sample during the daysIf customers do not contact us within the
days to cancel, then they are automatically charged full price of
$for the first product, and also enrolled onto the monthly
membership
This consumer’s trial expired and they were charged on 7/11/14, and since they hadn’t contacted us to cancel they were billed and shipped additional products on 8/10/and 9/13/All of this information is located on our website, on the page customers insert their credit card information as well as in the terms and conditions you must agree to twice throughout the ordering process
Upon reviewing the account after speaking with *** on *** behalf, we see that they had already dispute the previous charges on the accountHe also told us he had already disputed the most recent charge from 9/13/with the bank or credit card companyWe explained that after a dispute is in process, we no longer have the option of issuing credit on the charge in question and that the bank/credit card company should be able to further assist them but assured them that the rest of the account has been closed out from the membershipIf there is anything else we can assist with, please feel free to contact us
Thank you,
Illuminated Teeth Customer Service Team

To whom it may concern,
    This consumer signed up for our 14 day trial offer of the Illuminated Teeth kit back on 9/04/14. The way the trial works, is that customers pay up front for shipping & handling, and we send them a full one month supply of the product to...

sample during the 14 days. If customers do not contact us within the 14 days to cancel, then they are automatically charged full price of $89.99 for the first product, and also enrolled onto the monthly membership.
    This consumer’s trial expired and they were charged on 9/18/14. All of this information is located on our website, on the page customers insert their credit card information as well as in the terms and conditions you must agree to twice throughout the ordering process. Although this consumer agreed to all of this information on our website, we are always willing to work with our customers.
    We spoke with this consumer on 9/18/14 after they had already been charged. We informed them of our cancellation and return policy, and that if their product was unopened they can return it for a refund. Typically there is a $20 restocking fee on all returned items, but we would happy to waive this fee, we just simply informed them that we needed the product back first before we could issue the refund, per policy. They also informed us that they had already gone to their bank/credit card company and disputed the charge. Once a dispute has been initiated, we as a merchant are no longer able to issue credit, as the customer will receive a temporary credit from the bank/credit card company until the dispute case is closed. When customers dispute a charge and try to get refunded by the merchant as well, essentially receiving double credit, and refusing to return the item in question, it is considered friendly fraud. We would be happy to accept this customer's product back for the refund if they would like to drop their dispute. Otherwise they have the right to continue on with their bank or credit card company.
Thank you,
Illuminated Teeth Customer Service Team

This consumer signed up for our 14 day trial offer of the Illuminated Teeth kit back on 7/28/14. The way the trial works, is that customer’s pay up front for shipping & handling, and we send them a full one month supply of the product to sample during the 14 days. If...

customers do not contact us within the 14 days to cancel, then they are automatically charged full price of $89.99 for the first product, and also enrolled onto the monthly membership.
    This consumer’s trial expired and they were charged on 8/11/14, and since they hadn't contacted us to cancel they were also enrolled onto the monthly membership. We attempted to bill them for a new product in September, but our attempts were declined. All of this information is located on our website, on the page customers insert their credit card information as well as in the terms and conditions you must agree to twice throughout the ordering process. Although this consumer agreed to all of this information on our website, we are always willing to work with our customers.
    We never spoke with this consumer regarding cancellation until 9/15/14, after they were billed for their first product and we attempted to send them another. At that time we explained that unfortunately their first item was outside our 30 day money back guarantee but that we were then able to close out the rest of the account from anything further. As stated on our website, all products that opened and/or outside of the 30 days are no longer returnable. At this time we would be more than happy to send out a second item completely free as our compliments, but since the product is outside the 30 days there is not much more we can offer. We apologize for any inconvenience or confusion regarding the order, and as we have previously stated to the customer, they always have the option of contacting their bank instead.
Thank you,
Illuminated Teeth Customer Service Team

Complaint: [redacted]
I am rejecting this response because: Please see attachment
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Good morning Carolyn,
I submitted a complaint on 8/27/2014 11:10:57 AM against Illuminated Teeth LLC.  ID# [redacted].  The Revdex.com has determined that the business has addressed the disputed issues and has closed the complaint.
Though the business has responded to my complaint, my complaint is not resolved.  In the response submitted by the business, it was stated: "We do not have any record that we ever received the item back, and the last time with spoke with this consumer they were not able to provide us with tracking information showing the product was returned to us."
Attached to this email is a dated receipt showing the return shipping of the item in question.  This receipt has been supplied to the business on 3 separate occasions, yet they refuse to issue my refund.  Now they claim the: "The charge is currently outside the 30 days so we are no longer able to issue any refunds".  I have had a terrible customer experience with this company, their practice is unethical and completely dishonest.
How does one go about holding a lying company accountable?
Thank you for your time,
 
[redacted]

To whom it may concern,
    We are not affiliated with any other companies or websites. All we are able to do is advertise online, and anywhere you see our advertisement you get redirected to our website to place an order with us. Our website is the only place our product is available. On our website all the information is clearly stated, it is stated on the page you put your credit card information on as well as in the terms and conditions you must agree to twice during the ordering process. All we can do as a company is provide the information for customers to read before they do check off that they agree to it.
    Unfortunately after the 30 days has already expired, as we have previously stated, there is not much more we can offer than to send out complimentary items. As the charge is more than 30 days old we no longer can issue refunds on it. We would more than happy to send out a brand new month supply of the whitening kit, as well as our second teeth whitening pen product. Unfortunately that is the very most we can offer at this time. We apologize for any confusion or inconvenience regarding the order, but customers are required to agree to all of the information on our website when they order, including the return and cancellation policies.
Thank you,
Illuminated Teeth Customer Service Team

To whom it may concern,
    This consumer’s trial expired, and since they hadn’t contacted us to cancel they were billed and shipped an additional product on 7/24/14. We spoke with them regarding cancellation beginning on 7/28/14 and the customer was informed that they could return their most recent product for a refund. As we have previously stated, we do not have any record that we ever received any product back from this customer.
    Using the tracking/label number [redacted]rovided on the customer's receipt from [redacted], it says that package was delivered in a completely different state: Your item was delivered at 9:05 am on August 6, 2014 in [redacted]. Unfortunately since no tracking number or return information was previously provided to us when we spoke with the customer, and we never received the product due to what appears to be a mistake on the post office's behalf we were not able to issue credit. We apologize on behalf of [redacted] for whatever problem occurred with this package, but we are not affiliated with them in any way so there is no way we could have known that the product was delivered to the wrong place; all we knew was that we did not receive the product.
    Unfortunately this product is nearly 3 months old, and we are not able to issue credit after the product is outside the 30 days. As we have previously stated, customers always have the option of contacting their bank or credit card company to pursue the matter, but unfortunately we cannot issue a refund. We would be happy to send out complimentary items, but that is the most we can do at this time.
Thank you,
Illuminated Teeth Customer Service Team

To whom it may concern,
    This consumer signed up for our 14 day trial offer of the Illuminated Teeth kit back on 6/17/14. The way the trial works, is that customer’s pay up front for shipping & handling, and we send them a full one month supply of the...

product to sample during the 14 days. If customers do not contact us within the 14 days to cancel, then they are automatically charged full price of $69.99 for the first product, and also enrolled onto the monthly membership.
    This consumer’s trial expired and they were charged on 7/01/14, and since they hadn’t contacted us to cancel they were billed and shipped an additional product on 7/24/14. All of this information is located on our website, on the page customers insert their credit card information as well as in the terms and conditions you must agree to twice throughout the ordering process. Although this consumer agreed to all of this information on our website, we are always willing to work with our customers.
    We spoke with this consumer on numerous occasions beginning on 7/28/14 after they had already been billed for their second item. We informed them of our 30 day money back guarantee and that we could accept the most recent item back for a refund, and even waived the $20 restocking fee. We do not have any record that we ever received the item back, and the last time with spoke with this consumer they were not able to provide us with tracking information showing the product was returned to us. The charge is currently outside the 30 days so we are no longer able to issue any refunds, but would be happy to ship a replacement product out as our compliments. We apologize for any inconvenience or confusion regarding this matter. Since we are no longer able to issue a refund on this charge, the customer has the right to contact their bank or credit card company regarding that charge.
Thank you,
Illuminated Teeth Customer Service Team