Internet Order

Internet Order, LLC JFK Blvd 3rd Floor Philadelphia, PA April 21, Better Business Bureau JFK Blvd, Suite Philadelphia, PA Attention: [redacted] RE: [redacted] Complaint ID: [redacted] Customer No: [redacted] Dear [redacted] : We are in receipt of the notice dated April 21, concerning ** [redacted] Customer service is a high priority for us and we take every customer concern very seriously By way of background, the Pimsleur Approach is an audio-based rapid language learning program developed by renowned linguist DrPaul PimsleurWe market the Pimsleur Quick & Simple introductory course for $including shippingCustomers can return the Quick & Simple for a full refund within the day trial period and need only pay return shippingConsumers are also enrolled in the Rapid Learning Purchase Program (“Program”) that affords consumers the opportunity to try our advanced language learning Gold courses for a day trial periodIf the customer decides to keep the Gold course, we bill them four monthly payments of $If the customer decides that they do not want the course, they can cancel by calling our toll free number and returning the course within the 30-day trial period, and they will not be charged Our Customer Service Department, which is located in our corporate headquarters, is staffed with knowledgeable customer care representativesWe have clearly disclosed cancellation and return policies which are liberally administered Our average wait times in our call center are less than half a minute and we strive to deliver excellent customer support Our records show that [redacted] placed an order for our $Pimsleur Quick & Simple offer on January 16, and was enrolled in the Program described aboveAccording to the tracking information, he received Gold level on or about February 16, and Gold level is expected to be delivered on April 27, Our initial contact with [redacted] occurred on April 17, when he called our contact center and spoke to our representative regarding his Gold level coursesOur representative re-explained the Program, trial period and billing for Gold levels and Our representative provided [redacted] with return shipping instructions and denied his request to return Gold level 1, which was outside of the trial periodOur representative cancelled all future shipments of the Program and [redacted] requested to speak with a customer service supervisor Our customer service supervisor spoke with [redacted] and to resolve the matter, our supervisor offered [redacted] a 50% discount on his Gold level course so that mothing further would be charged and he could return Gold level using our prepaid [redacted] shipping label so that all return costs could be avoided [redacted] accepted the proposed resolution and the phone call ended amicably Had [redacted] contacted us or emailed our customer service team within the trial period for Gold level 1, per our terms & conditions, we would have been happy to assist him with proper return shipping instructions for his Gold level course and cancel all future shipments of the Program [redacted] indicates in the notice dated April 21, that he was not aware of our ProgramHowever, our webpages provide the details of our Quick & Simple offer, including the Program, clearly and conspicuously in multiple visible locations including a predominate location immediately adjacent to the “GET MY CDs NOW” point of purchase button [redacted] was sent a confirmation email that is sent to each customer promptly after he placed his initial order on January 6, which explains fully the Program; and each and every course we ship includes documentation that clearly explains the terms and conditions of the Program [redacted] indicates in the notice dated April 21, that he would like to return his Gold level and level courses for a full refund of $ Our customers are very important to us and we would like to satisfy his concernsTo assist [redacted] in bringing the matter to a close, we are willing to take the following actions: · We will make an exception and accept the return of his Gold level course outside of the trial periodTo return his Gold level and level courses, [redacted] will need to write the Return Authorization Numbers on the outside of the box The numbers are: [redacted] and [redacted] The tracking information shows that Gold level should be delivered to his address on April 27, · We will also provide him with a preaddressed, prepaid [redacted] shipping label (weighted for all both items) so that he avoids all return shipping costsThe label will allow us to track the package to ensure it is delivered properly and it will be emailed to the address we have on file, [redacted] , within one business dayThe label is valid for days · When his two Gold level courses are all returned to our warehouse, we will process his full refund of $At that point, we will fully close his account and consider the matter resolved I hope [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail me at [redacted] @internetoderllc.com or you can call my direct line at ###-###-####, Ext [redacted] during our business hours of 9:30AM-6:00PM EST Monday through FridayVery truly yours, Patrick C [redacted] Customer Relations Internet Order, LLC

Internet Order, LLC JFK Blvd 3rd Floor Philadelphia, PA March 6, Better Business Bureau Attention: [redacted] JFK Blvd, Suite Philadelphia, PA In reference to: ** [redacted] , Case # [redacted] Customer No: [redacted] Dear [redacted] , Thank you for the notice dated February 25, 2014, concerning ** [redacted] Customer service is a high priority for us and we take every customer concern very seriously Our records show that ** [redacted] placed an order for our $Pimsleur Quick & Simple offer on April 22, Part of our $Pimsleur Quick & Simple offer includes entry into our Rapid Learning Purchase ProgramIt should be noted that Ms [redacted] also elected to purchase two post-transaction offers – Our Best upsell package which provides a disc scratch warranty and PhotoReading ($after a day trial period) By way of background, the Pimsleur Approach is an audio-based rapid language learning program developed by renowned linguist DrPaul PimsleurWe market the Pimsleur Quick & Simple introductory course for $9.95, including shippingCustomers can return the Quick & Simple for a full refund within the day trial period and need only pay return shippingConsumers are also enrolled in the Rapid Learning Purchase Program (“Program”) that affords consumers the opportunity to try our advanced language learning Gold courses for a day trial periodIf the customer decides to keep the Gold course, we bill them four monthly payments of $If the customer decides that they do not want the course, they can cancel by calling our toll free number and returning the course within the 30-day trial period, and they will not be charged Our Customer Service Department, which is located in our corporate headquarters, is staffed with knowledgeable customer care representatives We have clearly disclosed cancellation and return policies which are liberally administered Our average wait times in our call center are less than a half a minute and we strive to deliver excellent customer support Your notice to our Customer Service team dated February 25, 2014, indicates that ** [redacted] would like to have her account removed from our internal Collections department and be completely closed Furthermore, ** [redacted] also states in the notice dated February 25, 2014, that she was not aware of our ProgramOur webpages provide the details of our Quick & Simple offer, including the Program, clearly and conspicuously in multiple visible locations including a predominate location immediately adjacent to the “GET MY CDs NOW” point of purchase button** [redacted] was sent a confirmation email that is sent to each customer promptly after he placed his initial order which explains fully the Program; and each and every course we ship includes documentation that clearly explains the terms and conditions of the Program Extensive review of our database reflects the first point of contact received on behalf of ** [redacted] occurred during a call to our Billing department on January 24, 2014, regarding a past-due notice receivedDuring that recorded call, our representative reviewed the Program details and per company policy, denied ** [redacted] 's request to return the courses received** [redacted] agreed to remit payment by check and declined our representative's offer to review the website while on the line Further contact was not received until February 25, During a recorded call to our Billing department, ** [redacted] informed our representative of the notice filed February 25, Our representative advised ** [redacted] to call at a later date for information regarding a resolution and assured ** [redacted] that her account was only transferred to our internal Collections department We regret to hear that ** [redacted] feels that our customer support fell short of her expectationsOur customers are very important and we would like to satisfy her concernsTo assist ** [redacted] in bringing this matter to a close, we are willing to take the following actions: · If ** [redacted] has not received Spanish Gold Level 3, we will have to launch an internal Lost Product Investigation to determine the location of the course Per company policy, ** [redacted] must provide us with either verbal or written permission to do so by emailing [redacted] or by calling our Customer Service team on ###-###-#### during our business hours of 8:30AM-8:30PM EST, Monday through FridayAny representative will be able to assist with her request · As a sign of good faith, we are willing to make an exception and accept the return of Spanish Gold Level and Gold Level To return the courses, ** [redacted] will need to write the Return Authorization Numbers on the outside of the box The numbers are: [redacted] Spanish [redacted] Spanish · Upon return of Spanish Gold Level and 2, a refund totaling $will be issued via paper check** [redacted] should allow up to three weeks for the refund request to process and post to her addressThe check will be mailed to: [redacted] · We will also provide her with a pre-addressed, pre-paid UPS shipping label so that she avoids all return shipping costsThe label will allow us to track the package to ensure it is delivered properly and will be weighted for the return of both itemsIt will be emailed to the address on file, [redacted] , within one business dayShe should check both her inbox and her spam folder, in case the email is filteredFor the pre-paid shipping, she can print the label and tape it directly on the boxIt will arrive in a separate email from INTERNET ORDER ([email protected]) with the subject: UPS Label DeliveryShe should contact our Customer Service department if she is unable to locate the label · Upon return, or if granted verbal or written permission to launch a Lost Product Investigation where applicable, we will consider this matter resolved and the account closed ** [redacted] ’s account has only been transferred to our internal Collections departmentNegative reporting to credit bureaus has not and will not occur I hope ** [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail at [email protected] or you can call ###-###-#### [redacted] Customer Service Manager Internet Order, LLC [redacted] ###-###-####

Internet Order, LLCTwo Logan Square N18th StSuite Philadelphia, PA March 13, Revdex.com Attention: [redacted] JFK Blvd, Suite Philadelphia, PA RE: [redacted] Complaint ID: [redacted] Customer No: [redacted] Dear [redacted] : We are in receipt of the notice dated March 13, concerning ** [redacted] Customer service is a high priority for us and we take every customer concern very seriouslyBy way of background, the Pimsleur Approach is an audio-based rapid language learning program developed by renowned linguist DrPaul PimsleurWe market the Pimsleur Quick & Simple introductory course for $including shippingCustomers can return the Quick & Simple for a full refund within the day trial period and need only pay return shippingConsumers are also enrolled in the Rapid Learning Purchase Program (“Program”) that affords consumers the opportunity to try our advanced language learning Gold courses for a day trial periodIf the customer decides to keep the Gold course, we bill them four monthly payments of $If the customer decides that they do not want the course, they can cancel by calling our toll free number and returning the course within the 30-day trial period, and they will not be chargedOur Customer Service Department, which is located in our corporate headquarters, is staffed with knowledgeable customer care representativesWe have clearly disclosed cancellation and return policies which are liberally administeredOur average wait times in our call center are less than half a minute and we strive to deliver excellent customer support Our records show that [redacted] placed an order for our $Pimsleur Quick & Simple offer on October 12, and was enrolled in the Program describedAccording to the tracking information, he received the gold level on or about November 13, Our records do not indicate [redacted] has contacted us regarding the account since the order was placedOur webpages provide the details of our Quick & Simple offer, including the Program, clearly and conspicuously in multiple visible locations including a predominate location immediately adjacent to the “GET MY CDs NOW” point of purchase button [redacted] was sent a confirmation email that is sent to each customer promptly after he placed his initial order on October 12, which explains fully the Program; and each and every course we ship includes documentation that clearly explains the terms and conditions of the Program [redacted] indicates in the notice dated March 13, that he would like no further communication from the companyOur customers are very important to us and we would like to satisfy her concernsTo assist [redacted] in bringing the matter to a close, we are willing to take the following actions: We will waive the balance due of $for the gold level since [redacted] states the item has not been received [redacted] will be removed from our internal collections department and the account will be closedI hope [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail me at [redacted] @internetorderllc.com or you can call ###-###-#### Ext*** during the hours of 8:00AM-4:30PM EST Monday through FridayVery truly yours, Dionna B [redacted] Billing Administrator Internet Order, LLC

Internet Order, LLC JFK Blvd 3rd Floor Philadelphia, PA May 20, Revdex.com JFK Blvd, Suite Philadelphia, PA Attention: [redacted] RE: [redacted] Complaint ID: [redacted] Customer No: [redacted] Dear [redacted] : We are in receipt of the notice dated May 20, concerning [redacted] Customer service is a high priority for us and we take every customer concern very seriously By way of background, the Pimsleur Approach is an audio-based rapid language learning program developed by renowned linguist DrPaul PimsleurWe market the Pimsleur Quick & Simple introductory course for $including shippingCustomers can return the Quick & Simple for a full refund within the day trial period and need only pay return shippingConsumers are also enrolled in the Rapid Learning Purchase Program (“Program”) that affords consumers the opportunity to try our advanced language learning Gold courses for a day trial periodIf the customer decides to keep the Gold course, we bill them four monthly payments of $If the customer decides that they do not want the course, they can cancel by calling our toll free number and returning the course within the 30-day trial period, and they will not be charged Our Customer Service Department, which is located in our corporate headquarters, is staffed with knowledgeable customer care representativesWe have clearly disclosed cancellation and return policies which are liberally administeredOur average wait times in our call center are less than half a minute and we strive to deliver excellent customer support Our records show that [redacted] placed an order for our $ Pimsleur Quick & Simple offer on January 6, and was enrolled in the Program described aboveAccording to the tracking information, he received Gold level on or about February 3, and he received Gold level on or about April 6, Our initial contact with [redacted] occurred on April 29, when he called our contact center and spoke to our customer service representative regarding the billing for his two Gold level coursesOur representative re-explained the Program, trial period and billing for Gold level and level Our representative provided [redacted] with return shipping instructions for Gold level 2, as the course was still within the trial periodOur representative denied his request to return Gold level because at that point, the item was well outside of the trial periodPer [redacted] ’s request, our representative cancelled all future shipments of the Rapid Learning ProgramOur representative advised him that he had two remaining payments owed on Gold level [redacted] called our contact center for the second and final time on April 29, During the second phone call on April 29, 2015, our representative confirmed our warehouse address so that he could send back Gold level Our representative also re-explained the remaining balance owed on Gold level and the phone call ended shortly thereafter Had [redacted] contacted us or emailed our customer service team within the trial period for Gold level 1, per our terms & conditions, we would have been happy to assist him with proper return shipping instructions for his Gold level course and cancel all future shipments of the Program [redacted] indicates in the notice dated May 20, that he was not aware of our ProgramHowever, our webpages provide the details of our Quick & Simple offer, including the Program, clearly and conspicuously in multiple visible locations including a predominate location immediately adjacent to the “GET MY CDs NOW” point of purchase button [redacted] was sent a confirmation email that is sent to each customer promptly after he placed his initial order on January 6, which explains fully the Program; and each and every course we ship includes documentation that clearly explains the terms and conditions of the Program [redacted] indicates in the notice dated May 20, that he would like to return his Gold level course for a full refundHe returned Gold level which was received by our warehouse on May 15, He was not billed for Gold level therefore no refund was necessary on that dateWe have had no further contact with [redacted] following the two phone calls on April 29, Our customers are very important to us and we would like to satisfy his concernsTo assist [redacted] in bringing the matter to a close, we are willing to take the following actions: · We will make an exception and accept the return of his Gold level course outside of the trial periodTo return his Gold level course, [redacted] will need to write the Return Authorization Number on the outside of the boxThe number is: [redacted] · We will also provide him with a preaddressed, prepaid UPS shipping label (weighted for all both items) so that he avoids all return shipping costsThe label will allow us to track the package to ensure it is delivered properly and it will be emailed to the address we have on file, [redacted] @***.com, within one business dayThe label is valid for days · When his Gold level course is returned to our warehouse, we will process his full refund of $At that point, we will fully close his account and consider the matter completely resolved I hope [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail me at [email protected] or you can call my direct line at ###-###-####, Extduring our business hours of 9:30AM-6:00PM EST Monday through Friday Very truly yours, Patrick C [redacted] Customer Relations Internet Order, LLC / [redacted] Style Definitions */

Internet Order, LLC JFK Blvd 3rd Floor Philadelphia, PA July 15, Better Business Bureau Attention: [redacted] JFK Blvd, Suite Philadelphia, PA In reference to: *** [redacted] ***, Case # [redacted] Customer No: [redacted] Dear [redacted] , Thank you for the notice dated July 11, 2014, concerning *** [redacted] ***Customer service is a high priority for us and we take every customer concern very seriously Our records show that *** [redacted] placed an order for our Pimsleur Quick & Simple offer on April 1, Part of our Pimsleur Quick & Simple offer includes entry into our Rapid Learning Purchase Program By way of background, the Pimsleur Approach is an audio-based rapid language learning program developed by renowned linguist DrPaul PimsleurWe market the Pimsleur Quick & Simple introductory course for $9.95, including shipping Customers can return the Quick & Simple for a full refund within the day trial period and need only pay return shippingConsumers are also enrolled in the Rapid Learning Purchase Program (“Program”) that affords consumers the opportunity to try our advanced language learning Gold courses for a day trial periodIf the customer decides to keep the Gold course, we bill them four monthly payments of $If the customer decides that they do not want the course, they can cancel by calling our toll free number and returning the course within the 30-day trial period, and they will not be charged Our Customer Service Department, which is located in our corporate headquarters, is staffed with knowledgeable customer care representativesWe have clearly disclosed cancellation and return policies which are liberally administeredOur average wait times in our contact center are less than a half a minute and we strive to deliver excellent customer support Your notice to our Customer Service team dated July 11, 2014, indicates that *** [redacted] would like to receive a refund and have her account be completely closed Furthermore, *** [redacted] also states in the notice dated July 11, 2014, that she was not aware of our ProgramOur webpages provide the details of our Quick & Simple offer, including the Program, clearly and conspicuously in multiple visible locations including a predominate location immediately adjacent to the “GET MY CDs NOW” point of purchase button*** [redacted] was sent a confirmation email that is sent to each customer promptly after she placed her initial order which explains fully the Program; and each and every course we ship includes documentation that clearly explains the terms and conditions of the Program Extensive review of our database reflects the first point of contact received on behalf of *** [redacted] occurred via a recorded phone call to our Customer Service department on June 9, During that phone call, our representative explained all Program details to *** [redacted] and offered to refund the first payment and reset the trial period as the course was within the designated billing grace period*** [redacted] accepted this offerOur representative cancelled all future shipments as requested Further contact was not received until July 11, On that date, ** [redacted] called our Customer Service department to request a refund for the course his wife receivedPer company policy, our representative attempted to review all Program details** [redacted] requested a supervisor and the call was placed on holdOur representative returned to the line to advise ** [redacted] that a supervisor was not currently available but that the refund request had been authorized** [redacted] accepted this information and the call concluded Unfortunately our representative did not provide the return instructions for Spanish Gold Level while ** [redacted] was on the lineOur representative immediately called ** [redacted] and left a voicemail with all the necessary information and emailed the information as well We regret to hear that *** [redacted] feels that our customer support fell short of her expectationsOur customers are very important and we would like to satisfy her concernsTo assist *** [redacted] in bringing this matter to a close, we have taken the following actions: · We have addressed the error that occurred internally · A cancellation confirmation and return instructions were emailed by the phone representative on July 11, 2014, to the address on file ( [redacted] ) · Additionally, a Consumer Relations manager emailed a confirmation of the refund for the amount of $to ***’s address on file on July 11, *** [redacted] should allow up to two business days for the refund to reflect on her billing statementThe manager also provided the return instructions and advised that he arranged for a prepaid label to be sent via email The label will allow us to track the package to ensure it is delivered properlyIt was emailed to the address on file, [redacted] on July 11, She should check both her inbox and her spam folder, in case the email is filteredFor the pre-paid shipping, she can print the label and tape it directly on the boxThe email is from INTERNET ORDER ( [redacted] ) with the subject: [redacted] Label DeliveryShe should contact our Customer Service department if she is unable to locate the label · The account will be completely closed and the matter considered resolved upon return of Spanish Gold Level I hope *** [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail at [email protected] or you can call ###-###-#### [redacted] Customer Service Manager Internet Order, LLC [redacted] ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me This is the recourse I was asking for in the first place and was denied, as I stated I was out of the country for over days during that 'trial' period they say I had time to return, and in fact didn't at the time they shipped even know the package existed because I was on the road for business and my mail was being held.They state the 'program' is well advertised - when if you review their order information it is not The confirmation e-mail is the only place I saw it and only after that was identified to me by the customer service representative as the place I should have read I admit - when I get an order confirmation I do not read the entire text of the message, I'm looking to see that the product I ordered is being shipped and charged appropriately - not that the company has 'added' an extra offer that I didn't order to begin with He also stated it was in the first delivery of my introductory course - which came damaged and did not have any paperwork which I identified to them prior to the first 'trial' course being shipped.Will return both products today and expect a full refund of the money paid on the courses I did not order.Thank you Regards, [redacted] ***

Internet Order, LLC JFK Blvd 3rd Floor Philadelphia, PA August 20, Better Business Bureau Attention: [redacted] JFK Blvd, Suite Philadelphia, PA In reference to: [redacted] Case # [redacted] Customer No: [redacted] Dear Heather, Thank you for the notice dated August 17, 2014, concerning [redacted] Customer service is a high priority for us and we take every customer concern very seriously Our records show that [redacted] placed an order for our Pimsleur Quick & Simple offer on May 5, Part of our Pimsleur Quick & Simple offer includes entry into our Rapid Learning Purchase Program By way of background, the Pimsleur Approach is an audio-based rapid language learning program developed by renowned linguist DrPaul PimsleurWe market the Pimsleur Quick & Simple introductory course for $9.95, including shipping Customers can return the Quick & Simple for a full refund within the day trial period and need only pay return shippingConsumers are also enrolled in the Rapid Learning Purchase Program (“Program”) that affords consumers the opportunity to try our advanced language learning Gold courses for a day trial periodIf the customer decides to keep the Gold course, we bill them four monthly payments of $If the customer decides that they do not want the course, they can cancel by calling our toll free number and returning the course within the 30-day trial period, and they will not be charged Our Customer Service Department, which is located in our corporate headquarters, is staffed with knowledgeable customer care representativesWe have clearly disclosed cancellation and return policies which are liberally administeredOur average wait times in our contact center are less than a half a minute and we strive to deliver excellent customer support Your notice to our Customer Service team dated August 17, 2014, indicates that [redacted] would like to receive a refund for a product outside the designated trial and billing grace period Furthermore, [redacted] also states in the notice dated August 17, 2014, that he was not aware of our ProgramOur webpages provide the details of our Quick & Simple offer, including the Program, clearly and conspicuously in multiple visible locations including a predominate location immediately adjacent to the “GET MY CDs NOW” point of purchase button [redacted] was sent a confirmation email that is sent to each customer promptly after he placed his initial order which explains fully the Program; and each and every course we ship includes documentation that clearly explains the terms and conditions of the Program Extensive review of our records reflect the first contact received on behalf of [redacted] occurred via a phone call to our Customer Service department on June 5, During that recorded phone call, [redacted] requested to cancel his account Our representative explained the Italian Gold Level course shipped the day prior and was currently in transitOur representative advised [redacted] to contact our Customer Service department for return instructions once the item arrived if he was not interested in utilizing the free trial period [redacted] accepted this information [redacted] called our Customer Service department again on August 17, 2014, 2:PM EST During that recorded phone call, our representative explained all Program details; confirmed all future shipments were already cancelled; and denied [redacted] 's request to return Italian Gold Level 1, per company policyOur representative applied a 25% discount to remove one of the scheduled payments associated with the course and explained there would be one final payment scheduled [redacted] accepted this information We regret to hear that [redacted] feels that our customer support fell short of his expectationsOur customers are very important and we would like to satisfy his concernsTo assist [redacted] in bringing this matter to a close, we are willing to take the following actions: · We are willing to make an exception and authorize the return of Italian Gold Level To return the course, [redacted] will need to write the Return Authorization Number on the outside of the boxThe number is: R – [redacted] · We will also provide him with a pre-addressed, pre-paid [redacted] shipping label so that he avoids all return shipping costsThe label will allow us to track the package to ensure it is delivered properlyIt will be emailed to the address on file, [redacted] He should check both his inbox and his spam folder, in case the email is filteredFor the pre-paid shipping, he can print the label and tape it directly on the boxIt will arrive in a separate email from INTERNET ORDER ([email protected]) with the subject: [redacted] Label DeliveryHe should contact our Customer Service department if he is unable to locate the label · Upon return of Italian Gold Level 1, a refund for the amount of $will be processed to the card on file ( [redacted] ***, Exp [redacted] )The account will then be considered completely closed and the matter resolved I hope [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail at [email protected] or you can call ###-###-#### Angelica [redacted] C [redacted] Customer Service Manager Internet Order, LLC [redacted] ###-###-####

[redacted] [redacted] [redacted] We are in receipt of the notice dated March 26, concerning [redacted] Customer service is a high priority for us and we take every customer concern very seriously By way of background, the Pimsleur Approach is an audio-based rapid language learning program developed by renowned linguist DrPaul PimsleurWe market the Pimsleur Quick & Simple introductory course for $including shippingCustomers can return the Quick & Simple for a full refund within the day trial period and need only pay return shippingConsumers are also enrolled in the Rapid Learning Purchase Program (“Program”) that affords consumers the opportunity to try our advanced language learning Gold courses for a day trial periodIf the customer decides to keep the Gold course, we bill them four monthly payments of $If the customer decides that they do not want the course, they can cancel by calling our toll free number and returning the course within the 30-day trial period, and they will not be charged Our Customer Service Department, which is located in our corporate headquarters, is staffed with knowledgeable customer care representativesWe have clearly disclosed cancellation and return policies which are liberally administered Our average wait times in our call center are less than half a minute and we strive to deliver excellent customer support Our records show that [redacted] placed an order for our $Pimsleur Quick & Simple offer on October 22, and was enrolled in the Program described aboveAccording to the tracking information, she received her Gold level course on or about November 19, Our lone contact with [redacted] occurred on March 18, On that date, [redacted] called our contact center and spoke to our billing representative regarding the past due balance on Gold level During the phone call on March 18, 2015, our billing representative re-explained the Program, trial period, and billing for Gold level Our billing representative denied her request to return Gold level because at that point, the item was well outside of the trial periodTo resolve the remaining balance owed on Gold level 1, our representative offered [redacted] a settlement price of $ [redacted] declined the settlement offer during the phone call and stated that she would call us backAt the time of her phone call to us on March 18, 2015, Gold level was roughly three months outside of the trial period To date, we have had no further contact with [redacted] Had [redacted] contacted us or emailed our customer service team within the trial period for Gold level 1, per our terms & conditions, we would have been happy to assist her with proper return shipping instructions for Gold level [redacted] indicates in the notice dated March 26, that she was not aware of our ProgramHowever, our webpages provide the details of our Quick & Simple offer, including the Program, clearly and conspicuously in multiple visible locations including a predominate location immediately adjacent to the “GET MY CDs NOW” point of purchase button [redacted] was sent a confirmation email that is sent to each customer promptly after she placed her initial order on October 22, which explains fully the Program; and each and every course we ship includes documentation that clearly explains the terms and conditions of the Program [redacted] indicates in the notice dated March 26, that she would like to return her Gold level She also would like her account removed from our internal collections department and completely closed Our customers are very important to us and we would like to satisfy her concernsTo assist [redacted] in bringing the matter to a close, we are willing to take the following actions: We removed her account from our internal collections department on March 26, [redacted] can be assured that this matter has not been reported to any external credit rating or collections agency We are willing to make an exception and allow the return of her Gold level course outside of the trial periodShe will need to write the Return Authorization Number on the outside of the boxThe number is: R- [redacted] We will provide her with a preaddressed, prepaid [redacted] shipping label so that she avoids all return shipping costs The label will allow us to track the package to ensure it is delivered properly and it will be emailed to the address we have on file, [redacted] , within one business dayThe label is valid for days She was never billed for Gold level therefore no refund is necessaryWhen her Gold level course is returned to our warehouse we will fully close her account and at that point, we will consider the matter fully resolvedI hope [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail me at [redacted] or you can call my direct line at ###-###-####, Ext [redacted] during our business hours of 9:30AM-6:00PM EST Monday through FridayVery truly yours, Patrick C [redacted] Customer Relations Internet Order, LLC

Internet Order, LLC Roman","serif"">JFK Blvd 3rd Floor Philadelphia, PA June 18, Better Business Bureau Attention: [redacted] JFK Blvd, Suite Philadelphia, PA RE: [redacted] Complaint ID: [redacted] Customer No: [redacted] Dear MsStewart: We are in receipt of the notice filed June 17, concerning [redacted] ***Customer service is a high priority for us and we take every customer concern very seriously By way of background, the Pimsleur Approach is an audio-based rapid language learning program developed by renowned linguist DrPaul PimsleurWe market the Pimsleur Quick & Simple introductory course for $including shippingCustomers can return the Quick & Simple for a full refund within the day trial period and need only pay return shippingConsumers are also enrolled in the Rapid Learning Purchase Program (“Program”) that affords consumers the opportunity to try our advanced language learning Gold courses for a day trial periodIf the customer decides to keep the Gold course, we bill them four monthly payments of $If the customer decides that they do not want the course, they can cancel by calling our toll free number and returning the course within the 30-day trial period, and they will not be charged Our Customer Service Department, which is located in our corporate headquarters, is staffed with knowledgeable customer care representativesWe have clearly disclosed cancellation and return policies which are liberally administered Our average wait times in our call center are less than half a minute and we strive to deliver excellent customer support Our records show that [redacted] placed an order for our $Pimsleur Quick & Simple offer on January 23, and was enrolled in the Program described aboveAccording to the tracking information, he received Gold level on or about February 22, and he received Gold level on or about April 28, While completing his Quick & Simple purchase, [redacted] also purchased a two digital download vocabulary files for a total of $ Prior to receiving the notice dated June 17, 2015, we have had no previous contact with [redacted] *** Had [redacted] contacted us or emailed our customer service team within the trial period for Gold level 1, per our terms & conditions, we would have been happy to assist him with proper return shipping instructions for Gold level and cancel all future shipments of the Program [redacted] indicates in the notice dated June 17, that he was not aware of our ProgramOur webpages provide the details of our Quick & Simple offer, including the Program, clearly and conspicuously in multiple visible locations including a predominate location immediately adjacent to the “GET MY CDs NOW” point of purchase button [redacted] was sent a confirmation email that is sent to each customer promptly after he placed his initial order on January 23, which explains fully the Program; and each and every course we ship includes documentation that clearly explains the terms and conditions of the Program [redacted] indicates in the notice dated June 17, that he would like to return his Gold level and level courses for a full refundHe would also like his account removed from our collections department and completely closed Our customers are very important to us and we would like to satisfy his concernsTo assist [redacted] in bringing the matter to a close, we are willing to take the following actions: · We have removed [redacted] ***’s account from our internal collections department on June 18, and are willing to accept the return of two Gold level courses outside of the trial periodTo return his Gold level courses, [redacted] will need to write the Return Authorization Numbers on the outside of the boxThe numbers are: R- [redacted] and R- [redacted] · We will also provide him with a preaddressed, prepaid [redacted] shipping label so that he avoids all return shipping costsThe label will allow us to track the package to ensure it is delivered properly and it will be emailed to the address we have on file, [redacted] @hotmail.com, within one business dayThe label is valid for days When Gold level courses are returned to our warehouse his account will be completely closed and we will process hiss full refund of $At that point, we will consider the matter fully resolved I hope [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail me at [redacted] @internetoderllc.com or you can call my direct line at ###-###-####, Ext [redacted] during our business hours of 9:30AM-6:00PM EST Monday through Friday Very truly yours, Patrick C [redacted] Customer Relations Internet Order, LLC / [redacted] Style Definitions */

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: We ordered no such productThe date mentioned in this letter show the card used was a stolen card, used for many other illegal online transactionsThe account that card was tied to actually went into the negative causing us to shut the account, and work with the bank to recoup some of the fundsWe're now going to report this follwith our local FBI office for further wire fraud and interstate commerce laws being brokenPlease cease and desist from contacting us any furtherIf any type of collections are engaged, we will consider this an illegal act and move forward with local lawsuit The state of PA has sued and won a lawsuit against your company further strengthening our position that you are using predatory practicesWe have a conference call with [redacted] 's aides on 12-30-to discuss this company, and how the state will proceedHer office is aware of previous litigation by the state of PA regarding this issue.We will be contacting the Pennsylvania Attorney General's office at [redacted] here shortly to file a complaint with them.Reference: https://www.Revdex.com.org/washington-dc-eastern-pa/business-reviews/internet-sh...⇄ [redacted] /alerts-and-actions Regards, [redacted]

Internet Order, LLC JFK Blvd 3rd Floor Philadelphia, PA December 12, Better Business Bureau Attention: [redacted] Ortiz JFK Blvd, Suite Philadelphia, PA In reference to: [redacted] , Case # [redacted] Customer No: [redacted] Dear [redacted] , Thank you for the notice dated December 10, 2014, concerning [redacted] Customer service is a high priority for us and we take every customer concern very seriously Our records show that [redacted] placed an order for our Pimsleur Quick & Simple offer on September 16, Part of our Pimsleur Quick & Simple offer includes entry into our Rapid Learning Purchase Program By way of background, the Pimsleur Approach is an audio-based rapid language learning program developed by renowned linguist DrPaul PimsleurWe market the Pimsleur Quick & Simple introductory course for $9.95, including shipping Customers can return the Quick & Simple for a full refund within the day trial period and need only pay return shippingConsumers are also enrolled in the Rapid Learning Purchase Program (“Program”) that affords consumers the opportunity to try our advanced language learning Gold courses for a day trial periodIf the customer decides to keep the Gold course, we bill them four monthly payments of $If the customer decides that they do not want the course, they can cancel by calling our toll free number and returning the course within the 30-day trial period, and they will not be charged Our Customer Service Department, which is located in our corporate headquarters, is staffed with knowledgeable customer care representativesWe have clearly disclosed cancellation and return policies which are liberally administeredOur average wait times in our contact center are less than a half a minute and we strive to deliver excellent customer support Your notice to our Customer Service team dated December 10, 2014, indicates that [redacted] would like to have his account removed from our internal Collections department and be completely closed Furthermore, [redacted] also states in the notice dated December 10, 2014, that he was not aware of our ProgramOur webpages provide the details of our Quick & Simple offer, including the Program, clearly and conspicuously in multiple visible locations including a predominate location immediately adjacent to the “GET MY CDs NOW” point of purchase button [redacted] was sent a confirmation email that is sent to each customer promptly after he placed his initial order which explains fully the Program; and each and every course we ship includes documentation that clearly explains the terms and conditions of the Program Extensive review of our records reflects the first point of contact received on behalf of [redacted] occurred via a phone call to our Billing department on December 10, 2014, 9:AM ESTDuring that recorded call, our representative clearly explained all Program details and advised of the past-due balance associated with the accountPer company policy, our representative denied [redacted] 's request to return Spanish Gold Level [redacted] refused payment and requested to speak to a supervisorOur representative explained a supervisor was not available at that moment to which [redacted] began denying having received the itemOur representative advised he would submit a supervisor callback request on his behalf [redacted] made three subsequent calls that day requesting to return Spanish Gold Level (9: AM, 9:AM, 9:AM)Per company policy, all three representatives denied [redacted] 's request to returnThe final representative advised MrGinger to wait to speak with a supervisorThe supervisor has not completed the request as a result of the account being investigated in order to address the notice dated December 10, We regret to hear that [redacted] feels that our customer support fell short of his expectationsOur customers are very important and we would like to satisfy his concernsTo assist [redacted] in bringing the matter to a close, we are willing to take the following actions: · As a sign of good faith, we are willing to make an exception and allow the return of the Spanish Gold Level To return the course, he will need to write the Return Authorization Number on the outside of the boxThe number is: R - [redacted] - [redacted] · We will also provide him with a pre-addressed, pre-paid [redacted] shipping label so that he avoids all return shipping costsThe label will allow us to track the package to ensure it is deliveredThe label is valid for days and will be sent to the address on file, [redacted] , within one business day [redacted] should check both his inbox and his spam folder, in case the email is filteredFor the pre-paid shipping, he can print the label and tape it directly on the boxThe email is from INTERNET ORDER (pkginfo@***.com) with the subject: [redacted] Label DeliveryHe should contact our Customer Service department if he is unable to locate the label · The account will be closed and we will consider the matter resolved upon return of Spanish Gold Level I hope [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail at [email protected] or you can call ###-###-#### Angelica d [redacted] Customer Service Manager Internet Order, LLC ***@internetorderllc.com ###-###-####

Internet Order, LLC JFK Blvd 3rd Floor Philadelphia, PA January 14, Better Business Bureau Attention: [redacted] JFK Blvd, Suite Philadelphia, PA In reference to: [redacted] , Case # [redacted] Customer No: [redacted] Dear [redacted] , Thank you for the notice dated January 6, 2015, concerning [redacted] Customer service is a high priority for us and we take every customer concern very seriously Our records show that [redacted] placed an order for our Pimsleur Quick & Simple offer on November 29, Part of our Pimsleur Quick & Simple offer includes entry into our Rapid Learning Purchase Program By way of background, the Pimsleur Approach is an audio-based rapid language learning program developed by renowned linguist DrPaul PimsleurWe market the Pimsleur Quick & Simple introductory course for $9.95, including shipping Customers can return the Quick & Simple for a full refund within the day trial period and need only pay return shippingConsumers are also enrolled in the Rapid Learning Purchase Program (“Program”) that affords consumers the opportunity to try our advanced language learning Gold courses for a day trial periodIf the customer decides to keep the Gold course, we bill them four monthly payments of $If the customer decides that they do not want the course, they can cancel by calling our toll free number and returning the course within the 30-day trial period, and they will not be charged Our Customer Service Department, which is located in our corporate headquarters, is staffed with knowledgeable customer care representativesWe have clearly disclosed cancellation and return policies which are liberally administeredOur average wait times in our contact center are less than a half a minute and we strive to deliver excellent customer support Your notice to our Customer Service team dated January 6, 2015, indicates that [redacted] would like to have her account be completely closed Furthermore, [redacted] also states in the notice dated January 6, 2015, that she was not aware of our ProgramOur webpages provide the details of our Quick & Simple offer, including the Program, clearly and conspicuously in multiple visible locations including a predominate location immediately adjacent to the “GET MY CDs NOW” point of purchase button [redacted] was sent a confirmation email that is sent to each customer promptly after she placed her initial order which explains fully the Program; and each and every course we ship includes documentation that clearly explains the terms and conditions of the Program Extensive review of our records reflects the first point of contact received on behalf of [redacted] occurred via a recorded phone call to our Customer Service department on December 11, During that call, [redacted] stated she purchased the Quick and Simple course for her grandfather and did not wish to receive additional shipmentsOur representative reviewed the Program details and advised [redacted] she would cancel future shipments but allow the Gold Level to ship in order for her to further assess the Program [redacted] accepted this offer but further review of her response suggests she may have been unclear on the information presented Further contact was not received until January 6, During that recorded call to our Customer Service department, our representative reviewed all Program and account detailsOur representative also provided return instructions and advised of a prepaid return shipping label via email as [redacted] stated she would refuse to pay for return shipping [redacted] called again on January 13, 2015, to request another label as she was unable to locate the email sent to her on January 7, [redacted] again insisted she would not pay for return shipping and requested a notation be made that a label was never sent to herTracking assigned to the first label confirms the request was fully processedA second label was sent via email later that day Tracking assigned to that label reflects the item has not yet been utilized either We regret to hear that [redacted] feels that our customer support fell short of her expectationsOur customers are very important and we would like to satisfy her concernsTo assist [redacted] in bringing the matter to a close, we are willing to take the following actions: · As [redacted] is unable to locate the labels sent to her via email, a prepaid return shipping label will be sent to her address on file: [redacted] MOORE, OK [redacted] The label is only valid for days [redacted] should follow all the previously issued return instructions provided to her · The account will be closed upon return of Spanish Gold Level and we will then consider the matter resolved I hope [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail at [email protected] or you can call ###-###-#### Angelica d [redacted] Customer Service Manager Internet Order, LLC ***@internetorderllc.com ###-###-####

Internet Order, LLC JFK Blvd 3rd Floor Philadelphia, PA May 14, Better Business Bureau Attention: [redacted] JFK Blvd, Suite Philadelphia, PA RE: [redacted] Complaint ID: [redacted] Customer No: [redacted] Dear [redacted] : We are in receipt of the notice dated May 9, concerning [redacted] Customer service is a high priority for us and we take every customer concern very seriously By way of background, the Pimsleur Approach is an audio-based rapid language learning program developed by renowned linguist DrPaul PimsleurWe market the Pimsleur Quick & Simple introductory course for $including shippingCustomers can return the Quick & Simple for a full refund within the day trial period and need only pay return shippingConsumers are also enrolled in the Rapid Learning Purchase Program (“Program”) that affords consumers the opportunity to try our advanced language learning Gold courses for a day trial periodIf the customer decides to keep the Gold course, we bill them four monthly payments of $If the customer decides that they do not want the course, they can cancel by calling our toll free number and returning the course within the 30-day trial period, and they will not be charged Our Customer Service Department, which is located in our corporate headquarters, is staffed with knowledgeable customer care representativesWe have clearly disclosed cancellation and return policies which are liberally administered Our average wait times in our call center are less than half a minute and we strive to deliver excellent customer support Our records show that [redacted] placed an order for our $Pimsleur Quick & Simple offer on December 22, and was enrolled in the Program described aboveAccording to the tracking information, she received her Gold level course on or about January 29, We had no contact with [redacted] until May 4, On that date, our customer care team received her email message and replied, advising her to please contact us by phone to resolve her account, for both security and internal company procedure She called our contact center on May 9, and spoke to our representative regarding Gold level Our representative re-explained the Program, trial and billing for LOur representative also explained that the Gold level course was more than two months outside of the trial period and could not be returned, per company policy Had [redacted] contacted us or emailed our customer service team within the trial period for Gold level 1, per our terms & conditions, we would have been happy to assist her with proper return shipping instructions for her Gold level course [redacted] indicates in the notice dated May 9, that she was not aware of our ProgramHowever, our webpages provide the details of our Quick & Simple offer, including the Program, clearly and conspicuously in multiple visible locations including a predominate location immediately adjacent to the “GET MY CDs NOW” point of purchase button [redacted] was sent a confirmation email that is sent to each customer promptly after she placed her initial order on December 22, which explains fully the Program; and each and every course we ship includes documentation that clearly explains the terms and conditions of the Program [redacted] indicates in the notice dated May 9, that she would like to return her Gold level 1course for a full refund and she would also like her account fully closed Our customers are very important to us and we would like to satisfy her concernsTo assist [redacted] in bringing the matter to a close, we are willing to take the following actions: · We will make an exception and accept the return of her Gold level course outside of the trial periodWe have accepted the bank dispute filed by [redacted] and she has been fully refunded as of May 14, · To return her Gold level course, [redacted] will need to write the Return Authorization Number on the outside of the boxThe number is: [redacted] for Tagalog Gold level · We will also provide her with a preaddressed, prepaid [redacted] shipping label (weighted for all four items) so that she avoids all return shipping costsThe label will allow us to track the package to ensure it is delivered properly and it will be emailed to the address we have on file, [redacted] , within one business dayThe label is valid for days · When her Gold level course is returned to our warehouse we will fully close her account and at that point, we will consider the matter resolved I hope [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail me at [redacted] @internetoderllc.com or you can call my direct line at ###-###-####, Ext [redacted] during our business hours of 9:30AM-6:00PM EST Monday through Friday Very truly yours, Patrick C [redacted] Customer Relations Internet Order, LLC

Internet Order, LLC JFK Blvd 3rd Floor Philadelphia, PA September 3, Better Business Bureau Attention: [redacted] JFK Blvd, Suite Philadelphia, PA In reference to: [redacted] ( [redacted] ), Case # [redacted] Customer No: [redacted] Dear [redacted] , Thank you for the notice dated August 27, 2014, concerning [redacted] Customer service is a high priority for us and we take every customer concern very seriously Our records show that an order was placed for our Pimsleur Quick & Simple offer on July 23, by [redacted] Part of our Pimsleur Quick & Simple offer includes entry into our Rapid Learning Purchase Program By way of background, the Pimsleur Approach is an audio-based rapid language learning program developed by renowned linguist DrPaul PimsleurWe market the Pimsleur Quick & Simple introductory course for $9.95, including shipping Customers can return the Quick & Simple for a full refund within the day trial period and need only pay return shippingConsumers are also enrolled in the Rapid Learning Purchase Program (“Program”) that affords consumers the opportunity to try our advanced language learning Gold courses for a day trial periodIf the customer decides to keep the Gold course, we bill them four monthly payments of $If the customer decides that they do not want the course, they can cancel by calling our toll free number and returning the course within the 30-day trial period, and they will not be charged Our Customer Service Department, which is located in our corporate headquarters, is staffed with knowledgeable customer care representativesWe have clearly disclosed cancellation and return policies which are liberally administeredOur average wait times in our contact center are less than a half a minute and we strive to deliver excellent customer support Your notice to our Customer Service team dated August 27, 2014, indicates that [redacted] would like to have the account be completely closed Extensive review of our records reflects the first point of contact received on behalf of [redacted] occurred via a phone call to our Customer Service department on August 27, During that recorded phone call, our representative confirmed all information on file which matched [redacted] 's personal information with the exception of the email address used [redacted] stated he returned a course and recently received anotherOur representative explained there was no record of previous contact and no returns were received at that time Our representative generated a return authorization number for the Spanish Gold Level course and advised of a prepaid return shipping labelOur representative also cancelled all future shipments and processed a refund for the $Quick and Simple course to the card on file ( [redacted] ***, Exp [redacted] ) It should be noted that when a customer returns a course, we provide them with a return authorization number to ensure that our warehouse can mark a course as returned as quickly as possibleWithout that number, the return process could take longer than usual and result in billingAdditionally, returns without a return authorization number can be rejected by our warehouse We regret to hear that [redacted] feels that our customer support fell short of his expectationsOur customers are very important and we would like to satisfy his concernsTo assist [redacted] in bringing this matter to a close, we have taken the following actions: · A pre-addressed, pre-paid [redacted] shipping label was emailed to the revised address, [redacted] , on August 27, · Our warehouse received the return of Spanish Gold Level on August 29, The account is completely closed I hope [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail at [email protected] or you can call [redacted] Angelica d [redacted] Customer Service Manager Internet Order, LLC [redacted] [redacted]

v\: [redacted] o\: [redacted] w\: [redacted] Internet Order, LLC JFK Blvd 3rd Floor Philadelphia, PA April 17, Better Business Bureau JFK Blvd, Suite Philadelphia, PA Attention: [redacted] In reference to: RE: [redacted] Complaint ID: [redacted] Customer No: [redacted] Dear [redacted] , Thank you for the response notice sent on April 17, 2015, concerning [redacted] We are attempting to resolve his account promptly as we take every customer concern very seriously Your notice to our Customer Service team dated April 17, indicates that [redacted] rejected our offer as he is in disagreement with our Rapid Learning Program and he would like to return his complete set of Japanese and French Gold level courses We regret to hear that [redacted] feels that our customer support fell short of his expectationsOur customers are very important and we would like to satisfy his concernsTo assist [redacted] in bringing this matter to a close, we are willing to take the following actions: · As a sign of good faith, we are willing to make an exception and accept the return of his two Gold level courses outside of the trial period, along with the return of his four other Gold Level courses · To return his six Gold level courses, [redacted] will need to write the Return Authorization Numbers on the outside of the boxThe numbers are: R- [redacted] for Japanese Gold level and R- [redacted] for Japanese Gold level For his remaining Gold level courses, the numbers are: R- [redacted] for French Gold level and R- [redacted] for French Gold level To return the Gold level courses, he will need to write the return authorization numbers on the outside of the boxThe numbers are R- [redacted] for Japanese Gold level and R- [redacted] for French Level · [redacted] has now been provided with full return shipping instructions for his six gold level courses, per his request, which is every Gold level item that he has received · We will also provide him with a third preaddressed, prepaid [redacted] shipping label (weighted for all six Gold level courses) so that he avoids all return shipping costsThe label will allow us to track the package to ensure it is delivered properly and it will be emailed to the address we have on file, [redacted] , within one business dayThe label is valid for days · When his six Gold level courses are returned to our warehouse, we will process his refund then fully close his accountAt that point, we will consider the matter entirely resolved I hope [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail at [email protected] or you can call me directly at ###-###-####, Ext [redacted] during our business hours of 9:30AM-6:00PM EST Sincerely, Patrick C [redacted] Consumer Relations Internet Order, LLC [redacted] @internetorderllc.com ###-###-#### / [redacted] Style Definitions */

Internet Order, LLC Roman","serif"">JFK Blvd 3rd Floor Philadelphia, PA June 26, Better Business Bureau Attention: Heather Ortiz JFK Blvd, Suite Philadelphia, PA Attention: [redacted] RE: [redacted] Complaint ID: [redacted] Customer No: [redacted] Dear [redacted] : We are in receipt of the notice dated June 23, concerning [redacted] Customer service is a high priority for us and we take every customer concern very seriously By way of background, the Pimsleur Approach is an audio-based rapid language learning program developed by renowned linguist DrPaul PimsleurWe market the Pimsleur Quick & Simple introductory course for $including shippingCustomers can return the Quick & Simple for a full refund within the day trial period and need only pay return shippingConsumers are also enrolled in the Rapid Learning Purchase Program (“Program”) that affords consumers the opportunity to try our advanced language learning Gold courses for a day trial periodIf the customer decides to keep the Gold course, we bill them four monthly payments of $If the customer decides that they do not want the course, they can cancel by calling our toll free number and returning the course within the 30-day trial period, and they will not be charged Our Customer Service Department, which is located in our corporate headquarters, is staffed with knowledgeable customer care representativesWe have clearly disclosed cancellation and return policies which are liberally administered Our average wait times in our call center are less than half a minute and we strive to deliver excellent customer support Our records show that [redacted] placed an order for our $Pimsleur Quick & Simple offer on October 15, and was enrolled in the Program described aboveAccording to the tracking information, she received her Gold level course on or about November 15, Had [redacted] contacted us or emailed our customer service team within the trial period for Gold level 1, per our terms & conditions, we would have been happy to assist her with proper return shipping instructions for her Gold level course and cancel all future shipments of the Program [redacted] indicates in the notice dated June 23, that she was not aware of our ProgramHowever, our webpages provide the details of our Quick & Simple offer, including the Program, clearly and conspicuously in multiple visible locations including a predominate location immediately adjacent to the “GET MY CDs NOW” point of purchase button [redacted] was sent a confirmation email that is sent to each customer promptly after she placed her initial order on October 15, which explains fully the Program; and each and every course we ship includes documentation that clearly explains the terms and conditions of the Program [redacted] indicates in the notice dated June 23, that she would like to return her Gold level course and she would also like her account removed from our collections department Our customers are very important to us and we would like to satisfy her concernsTo assist [redacted] in bringing the matter to a close, we have already taken following actions: · We provided her with return shipping instructions on June 24, On that date, we also removed her account from our internal collections department [redacted] ’s assistant, ***, replied to our email message on June 25, and confirmed that the Gold level course is in transit to our warehouse · We also provided her with a preaddressed, prepaid [redacted] shipping label on June 24, so that she avoided all return shipping costs when placing the item is transit The label will allow us to track the package to ensure it is delivered properly and it was emailed to the address we have on file, [redacted] @ [redacted] .com, on June 24, The label is valid for days · When her Gold level course is returned to our warehouse we will fully close her accountAt that point, we will consider the matter resolved I hope [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail me at [redacted] @internetoderllc.com or you can call my direct line at ###-###-####, Ext [redacted] during our business hours of 9:30AM-6:00PM EST Monday through Friday Very truly yours, Patrick C [redacted] Customer Relations Internet Order, LLC / [redacted] Style Definitions */

Internet Order, LLC JFK Blvd 3rd Floor Philadelphia, PA December 18, Better Business Bureau Attention: [redacted] JFK Blvd, Suite Philadelphia, PA In reference to: [redacted] , Case # [redacted] Customer No: Dear [redacted] , Thank you for the notice dated December 17, 2014, concerning [redacted] Customer service is a high priority for us and we take every customer concern very seriously Our records show that [redacted] placed an order for our Pimsleur Quick & Simple offer on September 16, Part of our Pimsleur Quick & Simple offer includes entry into our Rapid Learning Purchase Program By way of background, the Pimsleur Approach is an audio-based rapid language learning program developed by renowned linguist DrPaul PimsleurWe market the Pimsleur Quick & Simple introductory course for $9.95, including shipping Customers can return the Quick & Simple for a full refund within the day trial period and need only pay return shippingConsumers are also enrolled in the Rapid Learning Purchase Program (“Program”) that affords consumers the opportunity to try our advanced language learning Gold courses for a day trial periodIf the customer decides to keep the Gold course, we bill them four monthly payments of $If the customer decides that they do not want the course, they can cancel by calling our toll free number and returning the course within the 30-day trial period, and they will not be charged Our Customer Service Department, which is located in our corporate headquarters, is staffed with knowledgeable customer care representativesWe have clearly disclosed cancellation and return policies which are liberally administeredOur average wait times in our contact center are less than a half a minute and we strive to deliver excellent customer support Your notice to our Customer Service team dated December 17, 2014, indicates that [redacted] would like to have his account removed from our internal Collections department and be completely closed Furthermore, [redacted] also states in the notice dated December 17, 2014, that he was not aware of our ProgramOur webpages provide the details of our Quick & Simple offer, including the Program, clearly and conspicuously in multiple visible locations including a predominate location immediately adjacent to the “GET MY CDs NOW” point of purchase button [redacted] was sent a confirmation email that is sent to each customer promptly after he placed his initial order which explains fully the Program; and each and every course we ship includes documentation that clearly explains the terms and conditions of the Program Extensive review of our records reflects the first point of contact received on behalf of Mr Manhas occurred via a phone call to our Customer Service department on July 17, During that recorded phone call, our representative clearly explained all Program details and encouraged [redacted] to remain in the Program until he at least evaluated the Quick and Simple course [redacted] agreed to call before August 7, 2014, if he decided not to receive future shipmentsAs no call was received, the shipping of advanced levels proceeded as scheduled On October 24, 2014, [redacted] emailed our Billing department regarding a past-due notice Our representative replied on October 28, 2014, advising [redacted] to call as the account could not be addressed via emailFurther contact was not received until December 16, Our representative denied [redacted] ’ return requests, per company policy, and submitted a supervisor callback request during that recorded call [redacted] called again on December 17, 2014, to request an email address to direct his concerns toOur representative explained all inquiries pertaining to accounts transferred to our internal Collections department would need to be routed accordingly Our representative also confirmed a callback request was submitted We regret to hear that [redacted] feels that our customer support fell short of his expectationsOur customers are very important and we would like to satisfy his concernsTo assist [redacted] in bringing the matter to a close, we are willing to take the following actions: · As a sign of good faith, we are willing to make an exception and allow the return of both Spanish Gold Level and Gold Level To return the courses, he will need to write the Return Authorization Numbers on the outside of the boxThe numbers are: R – [redacted] Spanish R – [redacted] Spanish · We will also provide him with a pre-addressed, pre-paid [redacted] shipping label so that he avoids all return shipping costsThe label will allow us to track the package to ensure it is delivered and will be weighted for the return of both coursesThe label is valid for days and will be sent to the address on file, [redacted] , within one business day [redacted] should check both his inbox and his spam folder, in case the email is filteredFor the pre-paid shipping, he can print the label and tape it directly on the boxThe email is from INTERNET ORDER (pkginfo@***.com) with the subject: [redacted] Label DeliveryHe should contact our Customer Service department if he is unable to locate the label · The account will be closed and we will consider the matter fully resolved upon successful return of Spanish Gold Level and Gold Level I hope [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail at [email protected] or you can call ###-###-#### Angelica d [redacted] Customer Service Manager Internet Order, LLC ***@internetorderllc.com ###-###-####

Internet Order, LLC JFK Blvd 3rd Floor Philadelphia, PA October 20, Better Business Bureau Attention: [redacted] JFK Blvd, Suite Philadelphia, PA In reference to: [redacted] , Case # [redacted] Customer No: [redacted] Dear [redacted] , Thank you for the notice dated October 14, 2014, concerning [redacted] Customer service is a high priority for us and we take every customer concern very seriously Our records show that [redacted] placed an order for our Pimsleur Quick & Simple offer on May 19, Part of our Pimsleur Quick & Simple offer includes entry into our Rapid Learning Purchase Program By way of background, the Pimsleur Approach is an audio-based rapid language learning program developed by renowned linguist DrPaul PimsleurWe market the Pimsleur Quick & Simple introductory course for $9.95, including shipping Customers can return the Quick & Simple for a full refund within the day trial period and need only pay return shippingConsumers are also enrolled in the Rapid Learning Purchase Program (“Program”) that affords consumers the opportunity to try our advanced language learning Gold courses for a day trial periodIf the customer decides to keep the Gold course, we bill them four monthly payments of $If the customer decides that they do not want the course, they can cancel by calling our toll free number and returning the course within the 30-day trial period, and they will not be charged Our Customer Service Department, which is located in our corporate headquarters, is staffed with knowledgeable customer care representativesWe have clearly disclosed cancellation and return policies which are liberally administeredOur average wait times in our contact center are less than a half a minute and we strive to deliver excellent customer support Your notice to our Customer Service team dated October 14, 2014, indicates that [redacted] would like to have her account removed from our internal Collections department and be completely closed Furthermore, Ms Karlin also states in the notice dated October 14, 2014, that she was not aware of our ProgramOur webpages provide the details of our Quick & Simple offer, including the Program, clearly and conspicuously in multiple visible locations including a predominate location immediately adjacent to the “GET MY CDs NOW” point of purchase button [redacted] was sent a confirmation email that is sent to each customer promptly after she placed her initial order which explains fully the Program; and each and every course we ship includes documentation that clearly explains the terms and conditions of the Program With the exception of the notice, extensive review of our records reflects the lone point of contact received on behalf of [redacted] occurred via a phone call to our Billing department on October 14, 2014, 5:PM ESTDuring that recorded phone call, our representative denied [redacted] ’s request to return French Gold Level and Gold Level per company policy [redacted] declined our representative’s attempts to negotiate a settlement to close the accountHad [redacted] contacted us within the first trial period, a representative would certainly have provided the necessary return instructions We regret to hear that [redacted] feels that our customer support fell short of her expectationsOur customers are very important and we would like to satisfy her concernsTo assist [redacted] in bringing this matter to a close, we are willing to take the following actions: · As a sign of good faith, we are willing to make an exception and allow the return of French Gold Level and Gold Level To return the courses she will need to write the Return Authorization Numbers on the outside of the boxThe numbers are: R - [redacted] – [redacted] French Gold Level R - [redacted] - [redacted] French Gold Level · We will also provide her with a pre-addressed, pre-paid [redacted] shipping label so that she avoids all return shipping costsThe label will allow us to track the package to ensure it is delivered and will be weighted for the return of both itemsThe label is valid for days and will be sent to the address on file, [redacted] , within one business day [redacted] should check both her inbox and her spam folder, in case the email is filteredFor the pre-paid shipping, she can print the label and tape it directly on the boxThe email is from INTERNET ORDER ([email protected]) with the subject: [redacted] Label DeliveryShe should contact our Customer Service department if she is unable to locate the label · The account will be closed and we will consider the matter resolved upon return of French Gold Level and Gold Level A refund for the amount of $will then be processed to the card on file ( [redacted] ***, Exp [redacted] ) I hope [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail at [email protected] or you can call ###-###-#### Angelica d [redacted] Customer Service Manager Internet Order, LLC ac***@internetorderllc.com ###-###-####

v\: [redacted] o\: [redacted] w\: [redacted] Internet Order, LLC JFK Blvd 3rd Floor Philadelphia, PA June 19, Better Business Bureau Attention: [redacted] JFK Blvd, Suite Philadelphia, PA RE: [redacted] Complaint ID: [redacted] Customer No: [redacted] Dear [redacted] : We are in receipt of the notice dated June 18, concerning [redacted] (copy attached) Customer service is a high priority for us and we take every customer concern very seriously By way of background, the Pimsleur Approach is an audio-based rapid language learning program developed by renowned linguist DrPaul PimsleurWe market the Pimsleur Quick & Simple introductory course for $including shipping Customers can return the Quick & Simple for a full refund within the day trial period and need only pay return shippingConsumers are also enrolled in the Rapid Learning Purchase Program (“Program”) that affords consumers the opportunity to try our advanced language learning Gold courses for a day trial periodIf the customer decides to keep the Gold course, we bill them four monthly payments of $If the customer decides that they do not want the course, they can cancel by calling our toll free number and returning the course within the 30-day trial period, and they will not be charged Our Customer Service Department, which is located in our corporate headquarters, is staffed with knowledgeable customer care representativesWe have clearly disclosed cancellation and return policies which are liberally administered Our average wait times in our call center are less than half a minute and we strive to deliver excellent customer support Our records show that [redacted] placed an order for our $Pimsleur Quick & Simple offer on December 5, and was enrolled in the Program described aboveAccording to the tracking information, he received Gold level on or about January 5, Our initial contact with [redacted] was a phone call that he made to our customer service center on January 5, On that date, he called and spoke to our customer service representative regarding his Gold level courseDuring the phone call, our customer service representative re-explained the Program, trial period, and billing for his Gold level coursePer [redacted] ’s request, our representative cancelled all future shipments of the Program and provided him with return shipping instructions for his Gold level course Our next contact with [redacted] was an email message that he sent to our customer service team on March 18, On that date, [redacted] replied to a billing email that we sent him regarding his Gold level course and he indicated in his reply that that he had already returned his Gold level courseOur representative replied to his email on March 18, and advised [redacted] that he should contact our billing department for assistance because at that point, his account had been transferred to our internal collections department as the course had not been returned and all billing attempts were declined for Gold level Our final contact with [redacted] was an email message that he sent on April 21, He again indicated that he had already returned his Gold level courseWe have not received the return of his Gold level course and on April 27, 2015, we replied to his email and requested that he provide us with a tracking number or receipt showing proof of the returned item so that we could fully close his account [redacted] did not respond to our email response message asking for proof of his return Had [redacted] provided us with a tracking number or receipt showing proof the returned item, we would have been happy to remove his account from our internal collections department Our webpages provide the details of our Quick & Simple offer, including the Program, clearly and conspicuously in multiple visible locations including a predominate location immediately adjacent to the “GET MY CDs NOW” point of purchase button [redacted] was sent a confirmation email that is sent to each customer promptly after he placed his initial order on December 5, which explains fully the Program; and each and every course we ship includes documentation that clearly explains the terms and conditions of the Program [redacted] indicates in the notice dated December 5, that he would also like his account removed from our internal collections department and completely closed He also requests reimbursement for the return shipping costsTo date, the item has not been received by our warehouse and [redacted] has not provided us with a tracking number or receipt showing proof of his returnPer our terms and conditions, customers are responsible for return shipping costs Our customers are very important to us and we would like to satisfy his concernsTo assist [redacted] in bringing the matter to a close, we are willing to take the following actions: We removed his account from our internal collections department on June 19, To promptly resolve the matter, we have launched an internal, inbound Lost Product investigation in an attempt to determine the location of his Gold level courseThis internal action relieves him of all responsibility for the itemHe was never charged for Gold level 1, therefore no refund is necessary • [redacted] can be assured that nothing further will be billed or shipped to his addressAt this point, his account is completely closed and we consider the matter fully resolved I hope [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail me at [redacted] @internetorderllc.com or you can call ###-###-#### Ext [redacted] during our business hours of 9:30AM-6:00PM EST Monday through Friday.Very truly yours, Patrick C [redacted] Customer Relations Internet Order, LLC / [redacted] Style Definitions */

v\: [redacted] o\: [redacted] w\: [redacted] Internet Order, LLC JFK Blvd 3rd Floor Philadelphia, PA June 2, Better Business Bureau Attention: [redacted] JFK Blvd, Suite Philadelphia, PA RE: [redacted] Complaint ID: [redacted] Customer No: [redacted] Dear [redacted] : We are in receipt of the notice dated May 29, concerning [redacted] Customer service is a high priority for us and we take every customer concern very seriously By way of background, the Pimsleur Approach is an audio-based rapid language learning program developed by renowned linguist DrPaul PimsleurWe market the Pimsleur Quick & Simple introductory course for $including shippingCustomers can return the Quick & Simple for a full refund within the day trial period and need only pay return shippingConsumers are also enrolled in the Rapid Learning Purchase Program (“Program”) that affords consumers the opportunity to try our advanced language learning Gold courses for a day trial periodIf the customer decides to keep the Gold course, we bill them four monthly payments of $If the customer decides that they do not want the course, they can cancel by calling our toll free number and returning the course within the 30-day trial period, and they will not be charged Our Customer Service Department, which is located in our corporate headquarters, is staffed with knowledgeable customer care representativesWe have clearly disclosed cancellation and return policies which are liberally administered Our average wait times in our call center are less than half a minute and we strive to deliver excellent customer support Our records show that [redacted] placed an order for our $Pimsleur Quick & Simple offer on September 21, and was enrolled in the Program described aboveAccording to the tracking information, he received Gold level on or about October 27, 2014, Gold level on or about December 21, 2014, and Gold level on or about March 10, Lastly, he received Gold level on or about April 18, We had no contact with [redacted] until May 29, On that date, he called our contact center and spoke to our billing representative regarding the billing for his Gold level courseDuring the phone call, our customer service representative re-explained the Program, trial period, and billing for Gold levels 1-Our representative denied his request to return Gold level because at that point, the item was well outside of the trial periodOur representative advised ** Rodgers of the remaining billing owed on Gold level Had [redacted] contacted us or emailed our customer service team within the trial period for Gold level 4, per our terms & conditions, we would have been happy to assist him with proper return shipping instructions for Gold level [redacted] indicates in the notice dated May 29, that he was not aware of our ProgramOur webpages provide the details of our Quick & Simple offer, including the Program, clearly and conspicuously in multiple visible locations including a predominate location immediately adjacent to the “GET MY CDs NOW” point of purchase button [redacted] was sent a confirmation email that is sent to each customer promptly after he placed his initial order on September 21, which explains fully the Program; and each and every course we ship includes documentation that clearly explains the terms and conditions of the Program [redacted] indicates in the notice dated May 21, that he would to return Gold level and avoid all future billingHe would also like his account completely closed and no future charges Our customers are very important to us and we would like to satisfy his concernsTo assist [redacted] in bringing the matter to a close, we are willing to take the following actions: We will make an exception and accept the return of his Gold level course outside of the trial period To return his Gold level course, [redacted] will need to write the Return Authorization Number on the outside of the boxThe number is: R- [redacted] Nothing further will be shipped or billed in the future, as [redacted] Gold levels 1-are paid in fullWe will transfer the first payment made towards Gold level to fulfill the final payment owed for Gold level We will also provide him with a preaddressed, prepaid [redacted] shipping label so that he avoids all return shipping costsThe label will allow us to track the package to ensure it is delivered properly and it will be emailed to the address we have on file, [redacted] @***.com, within one business dayThe label is valid for days When his Gold level course is returned to our warehouse, his account will be closed and at that point, we will consider the matter resolved I hope [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail me at [redacted] @internetoderllc.com or you can call my direct line at ###-###-####, Ext [redacted] during our business hours of 9:30AM-6:00PM EST Monday through Friday Very truly yours, Patrick C [redacted] Customer Relations Internet Order, LLC / [redacted] Style Definitions */