Internet Order

Review: I ordered three language learning CD products from PimsleurApproach.com called "Quick and Simple" foreign language - Mandarin, Spanish and Brazilian PortugueseThese products were $eachThe products arrived quickly and although I haven't used them yet, I am happy with the service for this orderThen, approximately two weeks after arrival of these products, I received another product which I did not orderThis CD product was packaged with a fancy box along with a letter indicating that if I didn't return the new product within days, that I would be billed four payments of $for each of the three languagesThis is a fraudulent order committing me for three languages at $each, or $in totalI called PimsleurApproach.com at ###-###-#### to discuss this problem and make sure that this fraudulent order was cancelledFirst they wanted me to mail the product back to them at my own expenseWhen I explained this was unacceptable, they offered to mail me a prepaid UPS label which would require me to drive miles round-trip to my nearest UPS storeWhen I explained this option was also on acceptable, they said I had to do one of these two options or that they would charge my credit card the full $for the product that I did not order.Desired Settlement: I would like to settle the situation one of two waysNumber one, they can send me a box with a prepaid UPS label and arrange for UPS pick up the product at my houseNumber two, I can dispose of the product myself with their confirmation that I will not be charged for the productIn either case, I should have no financial responsibility to pay for a product which I did not orderNor should I have any responsibility to pay for any return postage or UPS charges
Business
Response:
Internet Order, LLC
JFK Blvd
3rd Floor
Philadelphia, PA
October 10,
RevDex.com
Attention:
JFK Blvd, Suite
Philadelphia, PA
In
reference to:
**
[redacted],
Case
# [redacted]
Customer
No: [redacted]
Dear
[redacted],
Thank
you for the notice dated October 9, 2013, concerning **[redacted]Customer
service is a high priority for us and we take every customer concern very
seriously
Our
records show that **[redacted] placed three separate orders for our Pimsleur
Quick & Simple offer on August 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
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 a half a minute and we strive to deliver excellent customer
support
Your
notice to our Customer Service team dated October 9, 2013, indicates that **
[redacted] would like have his account completely closed
Furthermore,
**[redacted] also states in the notice dated October 9, 2013, 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 database reflects with the exception of the notice dated October
9, 2013, the only record of contact received on **[redacted]’s behalf occurred during
a call to our Customer Service department on October 9, 2013, 7:PM ESTDuring
that recorded call, our representative reviewed all Program and account
details, cancelled all future shipments as requested and issued return
instructions for the Gold Level courses listed below
Spanish
Brazilian Portuguese
Mandarin
Clearly
misunderstanding the Program details, **[redacted] stated he did not order the
Gold courses, should not be responsible for return shipping and did not wish to
be inconvenienced with returning the itemsAs a courtesy, our representative
advised he would request a return shipping labelThe representative also
informed **[redacted] he would need to complete the return in order to
completely close his account and not be liable for the cost of the courses
Our
representative also offered to review the website with **[redacted]This offer
was refused**[redacted] stated again that he would not leave his home to
complete the returnOur representative then offered to refund a $Quick
and Simple charge in order to help alleviate the cost of a UPS pickup as this
is not a service we provide**[redacted] refused this offer as well
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:
·
**
[redacted] has already been provided with return instructionsTo return the courses
he will need to write the Return Authorization Numbers on the outside of the
boxesThe numbers are:
R - [redacted] Spanish
R - [redacted] Brazilian Portuguese
R - [redacted] Mandarin
It should be noted that tracking shows the
Spanish Gold Level course as currently in transit and **[redacted] did not
confirm receipt of this item during his recorded callIf **[redacted] does not
receive the course within the next 7-business days, he should contact me
directly for further instructionI can be reached via email ([redacted])
or on ###-###-####
·
We
have provided him with three pre-addressed, pre-paid UPS shipping labels so
that he avoids all return shipping costsThe labels will allow us to track the
packages to ensure they are delivered properly and list the corresponding RMA
number to help identify the enclosed itemThe labels were emailed October 10,
2013, to the address we have on file ([redacted])
and are from INTERNET ORDER ([redacted]) with the subject: UPS Label
DeliveryHe should check both his inbox and his spam folder, in case the
emails were filteredFor the pre-paid shipping, he can print the labels and
tape them directly to the appropriate boxHe should contact our Customer
Service department if he is unable to locate the labels
·
Additionally,
**[redacted] can reference the attached document detailing his nearest UPS drop
box and store locationsUPS.com lists his nearest location as miles from
his home addressIn the event that he has changed his mind and would like to
schedule a pick up, we have refunded $to the card on file ([redacted],
Exp[redacted])**[redacted] should allow two business days for the refund
to reflect on his billing statement
·
The
account will be completely closed and we will consider the matter fully
resolved once the returns are completed
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 ###-###-####
Customer
Service Manager
Internet
Order, LLC
###-###-####
Consumer
Response:
[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 Administratively Resolved]
Review: [redacted]
I am rejecting this response because:
I am not sure what name to call this company because they have used several different names on their website, product packaging and documentation to hide their identityI will call them Pimsleur

Review: I purchase with my credit card Pimsleur Quick and Simple Russian for $9.95.While I was out of town for a month,they sent me Russian 1-Gold Course which I did not order for $69.95. I wa to revieview the 16 CD's for that month which I was away. I telephoned them and they insist I try it with and extenton of another thirty days. This was not good because I went out of town for two weeks and I never listen to the CD"'s. I telephoned again and requested to sent the CD's back. I was given a return number [redacted], however I am responsible for the shipping and insurance that they get thier product back or I will be charged for the product which again I never order. This is unfair to me and other custmer who are trick by this company.Desired Settlement: My shipping and handling money return along with taking my credit card number off thier listing.

Business

Response:

Review: I was 13 year last year, like to try to leaning Chinese. I ordered Quick & Simple rapid language in Chinese CD for $10 to try. It did not help me too much. I did not order any more. But I received another set in the mail "Gold 1 Free Trial", try for Free for 30 Days. I did not want to try. My mother called company many time (7/10/12, 7/20/12,8/3/12) ask the way to send it back. She was told that I will receive shipping lable information in the email to us. Which we have never receive it. The company charged our credit card for the amount. We disputed. The money was refunded. Now I am receiving the letter for us to pay again. I don't need these CD. Please let me know how to return them. You said:"100% RISK FREE Guarantee. No Obligation to Buy". Please keep your word for it.

Thank you!Desired Settlement: Please take your CD back, Close the account. Thank you!

Business

Response:

Review: I was on the internet when the PimsleurApproach advertisement showed up on my screen and it seemed legit. The ad and video were so completely crammed with details that surely not one additional fact could have been omitted. I ordered a $9.95 training course and carefully declined to order a couple more additional suggested selling products at point-of-sale. This was yesterday. Today I read an e-mail from them that says I will be receiving advanced training diskettes in the future for which I will be billed many multiples of $9.95. I called Customer Service today and cancelled my transaction in its entirety. In complete detail I explained that I was cancelling this transaction within 3 days, and demanded a complete refund and no future charges on my card. The guy seemed to agree and also disagree with me that he would credit my card for the $9.95 and also NOT CHARGE any amounts in the future. Because of the bait and switch technique and wasting my time I want OUT, completely OUT.Desired Settlement: Refund now, and no additional billing in the future, plus I want a promise in writing that my information will not be sold or otherwise given to another vendor of any type including any other business lines owned by the same entity I'm dealing with now. In other words, I want OUT.

Business

Response:

Review: I ordered a language training program through this company. I only ordered one set of discs from them. However, they continued to send me new product every month and also billed my credit card. I ended up canceling my credit card in order to avoid being billed. They are continuing to harass me with mail saying that I owe money, and the price continues to escalate. They are now threatening with a third party bill collector. I have good credit. This is outrageous.Desired Settlement: I want to stop receiving harassing mail claiming that I owe money. I want the false bills to stop.

Business

Response:

Review: This company promises that you will learn spanish in 10 days, which is unrealistic. By ordering the first set of CD's in their learning program, it is not apparent for what you will be billed in the future. Their advertising only says "FREE" trial, "Risk Free" over and over. There is no ability to cancel an order online and telephone reps are harassing. They then stated to me that I could return the merchandise to them by way of an emailed UPS label and they will then credit my account. They stated if the merchandise was not received in 3-5 business days that I would be charged $64. I did not receive the email (and I checked my inbox and spam folders as they directed). I called back, indicating my concern over the lack of time and they said, I should still receive my return label and it is 7 days after they send the label. Also, this is different than what they had said before. I have read on the internet that people have returned their merchandise to them and then said that they have never received it. I have little faith this company operates in good faith.Desired Settlement: I want a refund of the merchandise and all subsequent billing from the company to stop immediately.

Business

Response:

Review: I ordered a $10 program. This company automatically sent more product without my knowledge and has now billed me $384. They will not accept the unopened product back.Desired Settlement: Iwhish for them to accept this unused unopened product back and remove this debt.

Business

Response:

Review: I called and asked to cancel. I was not happy with the product, it was not teaching me anything. I was assured over the phone that it was canceled, then I receive another package and another $64 charge on my credit card that I did not authorize.Desired Settlement: I want a refund.If they want their product back, they need to send me a shipping label.

Business

Response:

Review: I ordered a $9.95 cd for Tagalog basic & another one for spanish basics last Juneof 2013, I beleived (paid in full thru credit card), when I received the 2 cd's, but then they continued sending me additional boxes of cd, I thought that I was part of what I ordered because inside the boxes it didnt say anything additional prices, just description. So the cd's stayed in my possesions after several months, last month january of 2014, I received an invoice saying that I owe them $512 ($256 per language), this is insane, they tried to collect the payments from my credit card but did not succeed, so when I called today Feb 19th 2014, they said that it was clearly explained in the internet, but I didnt see that explanation before. They wanted me to pay today $256 or $325 in instalments. so, that is why im filing this complained to warn other people of this malpractice.Desired Settlement: I wanted to return the cd boxes which I never really used, so that I dont have to pay anything

Business

Response:

Review: I ordered a Pi**leur Quick and Simple Spanish learning CD for $9.95. I received this CD in the mail. A while later, I received another package from the Pi**leur Approach company containing the Spanish I Gold Course CD. I then received a letter in the mail about a month and half later demanding that I pay $256.00 for this Gold edition CD set that I did not order. Pi**leur said they attempted to charge my credit card but it was unsuccessful and they needed me to send them a check for $256.00. I did not order the Gold edition CD and they sent it to me, I do not want it.

I called the Pi**leur customer service number that was provided in the letter, ###-###-####, to get an explanation on why I received a package I did not order and why I was being told to pay this money. I spoke to a customer service representative who was very rude and disrespectful. I explained that I did not order this product, that I did not want it and that I would gladly return the product in brand new condition because I have not opened it. I was told that I could not return it, it was not an option and that I had to pay the money even though I did not order this item. The woman told me I had agreed to having this item sent to me when I ordered the Quick and Simple Spanish Learning CD for $9.95. I explained that I did not and she yelled at me and said that I did. I never saw an agreement to having the $256.00 Gold Edition sent to me upon purchase of the Quick and Simple CD for $9.95. I asked very politely if I could return the item because I did not want it and I was not charged for it. I was told I could not because it was past 30 days. The woman again said I had no choice but to pay for the item. I asked to speak to a supervisor but she denied me. She said "I'm not going to waste the supervisor's time with this." I asked several more times after this. Finally, she said she would get the supervisor. After about 5 minutes, she came back on the line and told me that the supervisor was busy and that I would receive a call from the supervisor within 24-48 hours. I made this call on Thursday, April 17, 2014. As of Wednesday, April 23, 2014, I have yet to receive a call back from Pimsleur Approach.

I feel it is unfair that Pimsleur Approach sent me an item I did not order and is now asking me to pay $256.00 for it. I made it clear that I would just like to return the item and that I do not want to keep it. I was treated very rudely and disrespectfully by the customer service staff at Pimsleur Approach, as is evident by the way I was spoken to and the lack of professionalism in returning my call.Desired Settlement: I wish to simply return the Spanish I Gold Course CD set that I did not order. The item is still in its original, unopened package.

Business

Response:

Review: I purchased a learn to speak Italian course for $9.95 on-line, I received the cd's in the mail and inside was a letter stating that I signed up as a member and they were going to ship me cd's every month with 4 monthly installments of $64. When I purchased the course there was no mention on their website about shipping me cd's every month and no mention of the 4 installments of $64. I called their customer service number several times and there was no answer, so I called their sales number and someone answered immediately. I explained that I did not sign up for a membership but she insisted that I did and would not cancel my order. I returned the cd' s and called my bank and disputed the charge, the next day I had to go to my bank and stop my debit card and have them issue a new debit card....this companies policies are unethical, misleading and false advertisement. Thank you for listening because Pimsleur customer service didn't want to hear it. They should be put out of business!Desired Settlement: I would like to receive a check in the amount of $9.95, since they no longer have my debit card information.

Business

Response:

Review: A few months ago, I was using [redacted] and took part of an offer where I would get paid by [redacted] to accept an offer from Pimsleur Approach. All I ordered during this transaction was a one-time delivery of a 2-disc set of German language aid. All I had to pay was shipping and handling. Now, to this date, Pimsleur Approach has sent me two boxes of disc sets and have tried to charge me $256 for each. Fortunately, I had recently got a new debit card so they were unable to charge me for something I never wanted. I sent the box back with a note stating that I never ordered them and to please discontinue future shipments. Yesterday I received a letter reading "When you ordered our language learning products, you promised to pay. We shipped your course and trusted you to honor that commitment. Right now, you still owe us. Please pay $256 which is the total amount owed to us. If we do not receive your payment, we reserve the right to exercise our legal rights..." As I said before, I only ordered a 2-disc set a long time ago which I paid for. Now they think they can send me large box sets and charge me a ridiculous amount of money without even notifying me that they were doing this to me. I sent the box set back and refuse to pay for something I never wanted and never used, therefore sent them back.Desired Settlement: I want them to completely discontinue all future shipments and to stop expecting me to pay for something I never ordered and have sent back, as I have already sent them a note requesting of them.

Business

Response:

Review: PLACED AN ORDER FOR A SPANISH CD PRICED AT $9.99 - RECEIVED AN ADDITIONAL CD PACKAGE NEVER OPENED AND ON 4/1/2013 RECEIVED A BILL FOR $256.00 FOR THE PACKAGE THAT I NEVER ORDER ADVISE WILL RETURN UNOPENED ITEM TO THEM THEY REFUSED AND SAID I HAD TO PAY FULL AMOUNT. I HAVE NO INTENTION OF KEEPING THIS ITEM OR EVER ORDERED THIS ITEM. I CALLED THEM AND THEY REFUSED TO ACCEPT MY RETURN. I CONTACTED THEM AGAIN VIA THERE WEBSITE AND NEVER RECEIVED A RESPONSE FROM THEM. AT THIS TIME I AM IN THE PROCESS OF RETURNING THE ITEM CERTIFIED MAIL. I BELIEVE THIS IS A SCAM HAVE FOUND SEVERAL COMPLAINTS REGARDING THE SAME SITUATION OF THEM SENDING ITEMS WITH OUT THE CUSTOMERS KNOWLEDGE AND CHARGE $256 TO THEM ALSO.Desired Settlement: WOULD LIKE A BILLING ADJUSTMENT FOR THE ITEM NOT ORDERED. CUSTOMER ACCOUNT # [redacted] FOR $256.00

Business

Response:

Review: I had ordered the 9.99 one disc special from Pimsluer because it looked good and I wanted to see what it was about. After completing this, I had went to see what the Gold Edition was about-I DID NOT purchase, click a button, click to buy, or click anything other than the 'x' in the upper right hand corner after seeing the cost. I spent less than half a minute on that page but have paid months of aggravation for this awful company seeking money I don't have. Why would I order something I simply cannot afford? I've tried contacting them but they don't have an e-mail and I can't call long distance, and would rather handle it via e-mail anyway. They keep sending me notices for bills for something I don't have.Desired Settlement: I want them to stop contacting me and to NOT be billed wrongfully.

Business

Response:

Review: I ordered the Pimsleur Quick & Simple Spanish CD through an online offer in the amount of $9.95. The offer did not state that future orders would be sent. I knew nothing about a package I received several weeks after I received the CD I ordered for $9.95 and paid for. There was no invoice in this mysterious package. I then received a letter stating I owed $256.00 and that it was past due! I had no idea what was going on. I called them and the rep stated I could not return the package because it was past the return date. I am returning the package I did not order. My concern is whether they continue sending me a bill for $256.00 and/or send it to collections. This is a horrible scam.Desired Settlement: I do not continue receiving a bill for a product I did not order and have returned. I do receive a letter stating they received the returned product and I owe NOTHING.

Business

Response:

Review: I simply ordered a product of theirs for $9.95 that I was completely satisfied with. But then their "Gold package" showed up to my door and I became skeptical. Soon after, $68 was then taken out right out of my account. I do not even know how they got this because by the time they took this out, my credit card they had on file had expired by then. I gave them a phone call and they told me I had to pay off my outstanding balance of $190. I did not ask for the gold package nor did I authorize them to dip into my bank account to take my money. I have reached out to them politely, twice. They do not treat me as a customer and they try and make me feel stupid. They are pretty rude and not very understanding. They don't give you very much time to return it or cancel because you receive their product on their 28th of "30 days" to return it or cancel.Desired Settlement: I would like for them to send me a refund check for the $68 they scooped out of my bank account, I would like for them to give me a shipping label so I can return their product at no cost to me and I would also like to be completely wiped out of their system so I never have to hear or see them ever again.

Business

Response:

Review: I purchased a Spanish CD for $9.95 and an additional electronic down-load quick learning flash cards for $19 in June of this year. Two weeks later I was send an additional CD set entitled Pimsleur Approach Spanish Gold Edition. The second delivery had no information on what it was or why it was sent or at what cost. Today I received an e-mail notice I was delinquent for $64 of $256 owed for the second course which I had not requested. The first time I am presented a bill is well after the company's 30 day return window. I call the billing department and was informed I was past their 30-day return policy and I could not return the gold edition CD. I was also told I must pay the entire amount of $256. I requested to speak to the supervisor because this is a scam and I did not agree to this second purchase nor was I made aware of the additional charges when I made my initial purchase. I was told the second purchase is clearly shown on their website. The call center agent told me the supervisor was unavailable but she now has had been authorized to a allow a return for a restocking fee of $64. I refused to give my credit card, because they may simply charge me for the full amount. I wish to report this scam to the Revdex.com.Desired Settlement: I wish to return the undesired product for a full refund and with no future payments or restocking fees. I also request this scam be outlawed to protect future customers. The company should also bill immediately, not waiting two month so consumers have knowledge of the charges and can return the product within the company's 30 day return policy window.

Business

Response:

Review: they offer online a fast fluency language programs for $9.99. I order it , and received the CD.after a month and without any authorization or approval and without even mentioned it , I started to receive periodically a box with some other CDs, with a free trial invoice of $0 dollars on it. by the time I found out they were making recurrent charges to my credit card of $64,oo a month without my authorization . I called them , they said that each of this CDs pacage, is priced at $256.oo per box ( never mentioned before) , so they where charging my a monthly fee of $69.oo dollars a month , amount and frecuency determined by them. also that this CD program was not refundable , because I was supposed to returned them within a period of time ( not mentioned in the statement/invoice included for $0 dollars on each box or any where else) , so I will not only, not be able to return the CDs nor have back my money back , but I still owe them money for the boxes they've sent after a $384.oo dollars deducted from my account , for a $9.99 program , offered on the internet .Desired Settlement: My desire is to return the 3 packages of CD , never used nor opened in the original box as received and have my money back .I never order this CDs , I have never receive an invoice, beside the one on the box for $0. dollars , nor communication to inform me that I was going to be charged $254.oo for each cd package , in a $69,oo a monthly charge to my credit card to which I would never agree.I appreciate your kind assistance.Best regards.[redacted]

Business

Response:

Review: I have called now three time to cancel this service and was continuously billed. Fortunately my debit card number changed, so they were no longer able to process charges, but they are now threatening to turn me over to collections for an unpaid balance for services I called multiple times to cancel. Their billing is not clear and upfront and they just told me "oh we have no record of your previous calls and you are outside of the 30 day return window, too bad"...how convenient. This is a terrible way to do business, they are very deceptive in their billing/charging practices and still expect me to pay them more than $550 they have already pulled from my bank account. This last call, I let them know that I still have all materials, unopened and in their original boxes and they I would happily send them all back and they refused that as an option and just proceeded to tell me I would be sent to collections. Horrible business!!Desired Settlement: Ideally I would like them to take all of the merchandise back and refund my money. At a minimum, they better remove the current "past due" status and not turn me over to collections.

Business

Response:

Review: I ordered a Mandarin CD then they stop charging me they did not notify me till March third with a letter saying I owed them when I called I became angry with the service I was gettingThe customer service member was rude and she hung up on me saying you are in collectionsThe could of called me a lot early to deal with this problem then wait till marchThe other rep when I called was a little nicer and when I asked to speak to a manger he said she is busy she will call you when she has the time.Desired Settlement: Not for them to ever call me or harass me, to better train their customer service personal when dealing with the customersAnd not to seek a collection on me because it will just cause more issue for their companyI will continue my blogging and [redacted] message on how they disrespect customersAlso to erase the charge of
Business
Response:
Internet Order, LLC
JFK Blvd
3rd Floor
Philadelphia, PA
April 1,
RevDex.com
Attention:
JFK Blvd, Suite
Philadelphia,
PA
In
reference to:
Case
# [redacted]
Customer
No: [redacted]
Dear
Thank
you for the notice dated March 29, 2013, 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 June 29, Part of our $Pimsleur Quick &
Simple offer includes entry into our Rapid Fluency 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 $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 Fluency 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 a half a minute and we strive to deliver excellent customer
support
Your
notice to our Customer Service team dated March 29, 2013, indicates that [redacted] would like to have his account removed from our internal Collections
department and completely closed
[redacted] states in the notice dated March 29, 2013, that he was not aware of
our above referenced Program, however 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 buttonEach and every course we ship includes documentation that clearly explains the terms
and obligations of the
Program
Our
records indicate [redacted] initially contacted our Customer Service
department on November 6, 2012, regarding an overlap in his Mandarin Level
and Level billing cyclesAs a courtesy, our representative refunded a $
charge and reset the billing cycleDuring that recorded call our
representative also offered [redacted] a reduced rate of $per level if
[redacted] elected to keep Level and receive Level [redacted] accepted the bundle rate and understood the obligationsThe representative
explained all the upcoming billing for the bundle rate and submitted [redacted]’s request to receive Mandarin Level in February
[redacted]’s Level course is currently paid in fullThe $past-due
balance is regarding the Level course he requested to keepThe Level
shipment was cancelled due to his account’s Collections status
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 concernsWe have reviewed the call that took place on March 28, 2013, and
will address the customer service issue internallyTo 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 [redacted]’s Mandarin
Gold Level course outside of the trial periodWhen the course is
returned, his account will be removed from our internal Collections department
and completely closedAt that point we will consider this matter fully
resolvedIn order to return the course he will need to write the Return
Authorization Number on the outside of the boxThe number is: [redacted]
In addition, we will provide
him with a pre-addressed, pre-paid UPS 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 we have
on file, [redacted], within three business days[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 boxIt will arrive in a separate email from INTERNET
ORDER ([redacted]) with the subject: UPS Label Delivery
I
hope [redacted] finds the above actions satisfactoryIf you have any further
need to reach me in reference to this inquiry, please e-mail at
[redacted] or you can call [redacted]
Customer
Service Manager
Internet
Order, LLC