Internet Order

Review: I originally ordered a $10 Spanish CD from the company and neglected to note that when ordering I was also agreeing to sign-up for an auto-ship program that would automatically mail me 4 sets of CDs at $256 a set. Each set was to be sent out a month apart and I was to be automatically charged on my credit card four times per set.

I received the first order and was confused and in the process of moving my home and therefore set is aside and forgot to call the company. I then noticed a charge on my credit card from the company and since I was unaware I had signed up for any auto-ship program (yes, I missed the VERY SMALL print of the terms) I thought it was fraudulent and immediately closed the card. Therefor the company only received one payment for the first shipment and all other charges they attempted to make to my credit card were decline. Despite being unable to charge me for the product the company says they sent the second set any way and continued to try to charge my card and continued to be declined.

I understand that I am liable to pay for the first set because I received it and did not mail it back in time to cancel the policy and not be charged. My complaint with the company is that I have contacted them twice regarding the second set that they claim I have to pay for. I put in an official change of address with the USPS when I moved and have never received the second set they claim to have sent. I have withheld any payment until they could prove that the package had actually been received by my old apartment building. They cannot prove that I received it and have been unwilling to investigate or try to track the delivery of the package. I have already contacted USPS and they say if the company did not sent it with delivery confirmation then they cannot prove I received it.

The first time I called to inquire about what I could do they were semi-helpful and said they would launch an investigation because they said that was procedure when someone wanted to dispute a charge. They then never contacted me about what to do and I therefore waited. I then called the company this morning to find out the status on the investigation because I had received a past due notice for both sets of CDs. The woman I spoke with in the billing department was rude and told me that the previous person I spoke with (which was actually multiple people in multiple departments and a manager) was wrong and had misinformed me, they would not conduct any investigation. She said that because their records say the set was mailed, even without any confirmation of delivery, that I had to pay and there was nothing else they would do or I could do to dispute the charge.Desired Settlement: I am willing to pay the remaining balance of the first set, which I had been withholding until the investigation on the second set was complete, however I cannot pay for a product that I never received.

I would like the company to adjust my balance due to only include the remaining balance on the first set and to remove the balance for the second set which was never received.

Business

Response:

Review: I purchased a $10 Spanish language learning CD on the internet. Since then, Pimsleur has been claiming that I ordered an received a $275.20 full set of Spanish language learning CD's. and that they sent them and I haven't paid for them. I did not order them and I did not received any. I have asked for proof that I ordered and received these and they have not provided that information . They continue to bill me after I have explained and emailed that I never ordered/received the product they claim I did. I am very concerned about this as I have an excellent credit rating and do not want to lose it, but I am not willing to pay for something I neither ordered nor received. I must add, I have always paid by credit card tor everything purchased on the internet, before the company sent the product. I find it difficult to accept that this company does business in such an illogical manner.Desired Settlement: I want the company to stop billing me. This problem with Pimsleur Internet Order LLC is causing me great anger, anxiety and worry and I feel I am being harassed by them. It seems as if they believe if they keep harassing me I will pay them to leave me alone.

Business

Response:

Review: The company advertised a 10 cd set for $9.95, which I purchased. I selected that I did not want to purchase additional cds, when making that one purchase. I later received cd's in the mail. I called them and used their online customer service to make a complaint and say that I did not want the cds. They sent another shipment of cds, which were returned to them via UPS. They twice debited my checking account for the set of cds that I sent back to them, which I did not authorize. This sent me into overdraft and I had to close that account.Desired Settlement: I would like a 128 dollar check sent to me. This is the amount that they took out of my account unauthorized.

Business

Response:

Review: On or about July 27,2014 I saw an advertisement for "Quick and Simple Spanish" with a price of $10.95. I went to the web site to order the item advertised. I was careful to be sure I was just going to purchase the item advertised. When I started to process to pay for the item I was asked to purchase additional progreams. I declined the additional programs and only ordered the advertised program. When I was finalizing my order I was again asked to order additional programs but I again made sure I was only ordering the $10.95 advertised program. I received the ordered program in about a week. Approximately 3 or 4 weeks later I received another shipment that was a program I had declined to purchase. I contacted my credit card company to stop payment on the additional program and was informed that my card had not been charged for that program. On 10-16-14 I received a email asking to make the additional payment of $275.20. I called the supplied phone number and told the representive that I would send the non ordered program back to them if they would send me the psotage. The representative said no and threatened me with sending a collection agency after me. Later he said I would be allowed to pay a restocking fee of #65.00. I do not feel I was in any way responsible for any fees nor for the $275.00 charge for the program I had declined in the first place.Desired Settlement: I will be happy to return the unused Gold Program if they will send me the postage to do so.

Business

Response:

Review: I ordered the $Spanish set as a discount special and then about a month later I was sent the golden free trial which I did not ask for or wantand a day after receiving it in the mail my debit card was charged I called the company and explained that I was traveling when the golden set arrived but they said it was too late to send it backSo I ended up with a product that I did not want costing payments of $equaling $I paid payments of $- $and called to cancel and asked Customer Service to consider my situationThat did not happenThe company is still sending me a bill for $which I think I should not pay due to their faulty advertising.Desired Settlement: want my bill adjusted
Business
Response:
Internet Order, LLC
JFK Blvd
3rd Floor
Philadelphia, PA
November 4,
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 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 April 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 29, 2013, indicates that **
[redacted] would like have her account removed from our internal Collections department
and completely closed
Furthermore,
**[redacted] also states in the notice dated October 29, 2013, 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 made on **[redacted]'s
behalf occurred during a recorded call to our Customer Service department on
September 4, During
that call, **[redacted] acknowledged the Spanish Gold Level course was outside
its designated trial period, requested to return Spanish Gold Level and asked
that all future shipments be cancelledOur representative immediately issued
return instructions and RMA for the Spanish Gold Level course and further
clarified the billing upon requestIt became very apparent that **[redacted] did
not fully comprehend the cost per Gold Level courseUpset that her request to
return Spanish Gold Level was denied, **[redacted] concluded the callOur
representative did not attempt to follow up with **[redacted] to address any
lingering concerns
**
[redacted] then called our Billing department on October 29, 2013, regarding a past
due notice she receivedDuring that recorded call, our representative
explained the past-due amount and advised our warehouse received the returned
Spanish Gold Level course on September 18, 2013, and cancelled all future
shipments at that timePer company policy, our representative denied **
[redacted]'s request to return Spanish Gold Level as the account was considered
delinquent at that point**[redacted] concluded the call
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:
·
We
have addressed the service issues that occurred on September 4, 2013,
internally
·
As
a sign of good faith we are willing to make an exception and accept the return
of Spanish Gold Level To return the course she will need to write the Return
Authorization Number on the outside of the boxThe number is:
R – [redacted]
·
Upon
return we will remove the account from our internal Collections department and
the account will be completely closedOur records confirm **[redacted] filed a
billing disputeUpon resolution of the dispute, **[redacted] will receive a
refund for the amount of $The party issuing the refund is yet to be
determined**[redacted] can request more information from her credit card
company
·
In
addition, we will provide her with a preaddressed prepaid UPS labelThe 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 one
business day**[redacted] should check
both her inbox and her spam folder, in case the email is filteredFor the
prepaid 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
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
[redacted] or you can call ###-###-####
Customer
Service Manager
Internet
Order, LLC
###-###-####
Consumer
Response:
Review: [redacted]

Review: I ordered a $9.95 language CD from this company in March. In April, I received a package containing language CDs, which I thought was what I paid for from the company. There was no invoice, and there was not a paper explaining any future payments would be charged to my account. This morning, however, as I checked my bank statement, I saw that the company took $64.00 from my account in June and and $64.00 from my account in May. The company is now telling me that not only will they not give me money back, but I will still have to pay $64.00 in order for my account to be paid in full. I have not used the product and have offered to send them back, but they are still trying to charge me and keep my money. They have been taking my money from my account without my authorization.Desired Settlement: I want my $128.00, which was taken without my authorization, refunded to me and I want my account closed.

Business

Response:

Review: I ordered 4 CD's online from Pimsleur approach last January.That is all I thought I was ordering because that is all that was advertised online. When I received my CD and reviewed my receipt and the order details description states I ordered Quick & Simple CDs Custom Packaging for $9.95 each. After a few 5 months I received by "POST MAIL" that I owed them $1,032.I read their terms and agreements and their it stated."If you decide to keep advanced CD course, simply do nothing and we'll bill the same credit card provided today 4 easy monthly payments of $64" (This was their way of getting people into debt) SIMPLY DO NOTHING WITH THIS EMAIL AND WE WILL KEEP CHARGING YOU) Their way of doing business is that once you order the $9.95 you are AUTOMATICALLY enrolled to the $64/mo charge. It states there Their way of doing business is that once you order the $9.95 you are AUTOMATICALLY enrolled to the $64/mo charge. I emailed customer service & found out that they have been charging my credit card every 30 days with $64/CD since january but was't aware because it was declined.I checked my email to confirm if I missed any email notifications from them after january of the monthly "decline" There was none. No receipts, notification that they were having troubles with my card. They just kept pilling up my charges and send delayed post mails.I asked them for proper transaction records but cannot produce any until now. This July I received another post mail that I owe $968.I emailed them because I was confused why my charges differ.I found they made a mistake in giving additional shipping charges to my acct.I asked for a clear breakdowns of the said transactions and was informed that I now owe $1,728.I know its my fault for not going through all the additional paperwork in the packaging but clearly their business have been dubious and they too have their short comings. They say read the fine print! But how,when their is no clear one? If there was any kind of agreement, you would think it would be stated on your receipt since that is the ONLY transaction I agreed toDesired Settlement: I would like to return the CD's that they I have clearly not agreed to. I have given them this as a very simple solution to avoid the hassle. I even agreed to spend on shipping from my own pocket as it has not been touched nor opened. Instead they say "its too late" and threaten to forward my case to legal debt collectors.

Business

Response:

Review: I purchased the "Quick and Simple" Spanish learning CDs on 10/22/14 from this company. When the order was delivered it contained information indicating I would be receiving additional course packages within 30 days which I could keep and pay for or return by paying return postage. I did not authorize the shipment of additional course packages. On 11/3/14 I spoke with "Sandra" at phone number ###-###-#### and told her I did not wish to receive any other courses. She agreed to cancel further deliveries.Desired Settlement: I do not wish to receive any other courses from this company or become liable for any return shipment should any be received.

Business

Response:

Review: I ordered a 9.95 cd set from Pimsleur Approach, paid for it and received it. They then state there was a order for a 300.00 "exclusive", set automatically sent with my order. I never wanted this, and they refuse to offer an address so that I can send this unwanted set back. I cannot pay 300.00 for an unwanted and unordered set of CD's. And they blamed me for not seeing and additional piece of paper giving them the right to send this back, I have been ill for the past year and a half, not working, and not seeing and future ability to work. Bait and switch techniques definitely involved. And as I have only $200.00 to my name, they have been totally uncooperative and unsympathetic to this situation. At the last minute the offered a discount price of 192.00, and after many minutes of bantering, a restocking fee of about 70.00. But still cannot afford these. Please advise.Desired Settlement: to send this product back without any charges, as this was not ordered or wanted.

Business

Response:

Review: In January the Pimsleur Approach (Internet Order LLC company) advertised an day special for their language programsI bought the introductory package for Korean and I tried to buy the gold editionThe ad said that the gold package was normally $and was being offered for sale for days for $When I tried to buy that package I got a pthat said we are sorry but we have not yet developed that program we will let you know when we doA few weeks later I received a letter saying congratulations you have been chosen to test our new programWhen I received the gold edition program I found that I could test it out for free for days and then if I wished to keep it it would cost me $per month for months, a total of $and that was only for part IIn total this package would end up costing me $This isn't even remotely close to what the ad said the original cost was ($84.95) and the so called special offer of $24.95? I called the company to complain and got the run aroundThe operator said that because I signed up for the introductory package I was automatically signed up to receive the gold package as well and that it cost $a month for monthsNo where did I see anything to this effect when I bought the introductory packageNot even any fine printThe operator said she couldn't find the $offer or the $price anywhere on the website and insisted she was doing me a big favor by letting me have it free for an extra days and a discounted price of 25% off if I decided to keep itAfter I got off the phone with her I called the local Revdex.com and was told that I should file a complaint
Thank you for your time and attention to this matterIt's been both disappointing and upsetting.Desired Settlement: I want what I originally tried to buy for the original price of $
Business
Response:
Internet Order, LLC
JFK Blvd
3rd Floor
Philadelphia, PA
March 20,
RevDex.com
Attention: [redacted]
JFK Blvd, Suite
Philadelphia,
PA
In
reference to:
Case
# [redacted]
Customer
No: [redacted]
Dear [redacted]
Thank
you for the notice dated March 14, 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 January 13, 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 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 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 14, 2013, indicates that [redacted] would like to have her account completely closed
[redacted] states in the notice dated March 14, 2013, that she 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 course also
includes documentation that explains the terms and obligations of our Program
[redacted] was presented with a Post-Transaction offer after submitting her
order for the Quick and Simple offerThis Post-Transaction offer included
access to additional offers, a digital download and free phone support
However, the offer did not actually include a Gold course at a reduced rateIf
a customer shows interest in a test Post-Transaction offer, the customer is
informed that the offer is not yet available and they will be contacted if and
when it is becomes available
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:
All future shipments were cancelled
by our representative during the call [redacted] made to our Customer
Service department on March 5,
We are happy to assist her return
the Korean Gold Level courseWhen the course is returned, her account
will be completely close[redacted] has not been charged for the
product as she contacted us within the trial period
In addition, we will 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 properlyIt will be emailed to the address we have
on file, [redacted], within three business days[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 boxIt will arrive in a separate email from INTERNET
ORDER [redacted]) with the subject: UPS Label Delivery
In
order to return the course she will need to write the Return Authorization
Number on the outside of the boxThe number is:
[redacted] Korean
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
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]
Complaint[redacted]
I am rejecting this response because:

Review: I ordered some promotional material, Pimsleur Spanish Course. They are trying to charge me for a course I cancelled. They are threatening to send to a collection agancy. I have asked them to send proof of delivery for the item and they have not responded to my request, but continue to demand payment.Desired Settlement: I would appreciate to have no further contact with the organization in any way. I would also like their action noted for others to view, perhaps through the Revdex.com web site.

Thank you.

Business

Response:

Review: The company promised to return there $64.00 charge and give me until the 19th of august to return the product. They charged me $64.00 again on the 17th and again today on the 22nd when they received the returned product.Desired Settlement: I want them to return all the money they have taken from my account, which has caused financial problems for myself and my family. I would also like for them to never contact myself or my family ever again once the return is final.

Business

Response:

Review: I purchased a set of learning Spanish language CDs (Quick & Simple Spanish) that was advertised for $I purchased the CDs on March 10, and recieved the CDs a couple of weeks laterAs far as I was concerned the transaction was complete
Then I received a package of additional CDs (Spanish I) from the same company in April, another one in June (Spanish II), and another one in August (Spanish III) which I did not request or authorizeAt first I thought it was a complimentary gift and disregarded it, but after the third shipment I was suspiciousThen I recently noticed my credit card has been charged separate payments of $since May to September for a total of $US to date
Yesterday I phoned the company's customer service department and the representative told me that since I did not return the package of language CDs that were sent to me (which I did not order) that I would be charged $a month for a total of payments for each set of CDs unless returned within daysI told the representative to stop shipping the CDs to me without my permission and to cancel my accountIn response I was told that I must make four additional payments for the last set of CDs I recieved in August and that it is too late to return them
I feel hopeless and that I lost a lot of hard earned money for a product I thought was only going to cost me $The advertising on PimsleurApproach.com is very misleading and not transparentThis is an example of an unsolicited supply of goods scam and I believe this is an unethical practicePlease help me.Desired Settlement: I would like a refund on my credit card and I can return all the CDs I recieved
Business
Response:
Internet Order, LLC
JFK Blvd
3rd Floor
Philadelphia, PA
October 8,
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 2, 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 $(USD) Pimsleur Quick
& Simple offer on March 9, 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 2, 2013, indicates that **
[redacted] would like to receive a full refund and have his account completely
closed
Furthermore,
**[redacted] also states in the notice dated October 2, 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 records show **[redacted] first initiated contact via a call to our
Billing department on September 30, 2013, to request a cancellation and inquire
about recent billing activityAt the beginning of this recorded call, a
representative informed **[redacted] he incorrectly reached our Collections line
and transferred his call to our Customer Service departmentThe Customer Service representative reviewed all Program and account details**[redacted]
clearly misunderstood the Program details and stated "I didn't read
that" when advised of the literature included with each item
Per
company policy, our representative denied his request to return Spanish Gold
Levels through 3, as the items were outside their designated trial periodsOur
representative cancelled the last scheduled shipment and reviewed the final
billing dates again**[redacted] accepted this information
Dissatisfied,
both **[redacted] and his wife, [redacted], e-mailed our Customer
Service team on September 30, 2013, to request various refunds[redacted][redacted] e-mailed
again on October 1st and both **[redacted] e-mailed on October 2nd as wellIt
should be noted, e-mails are answered in the order they are received and it is
advised that it may take up to four business days to receive a reply
On
Oct 3, 2013, our e-mail representative advised that an exception was authorized
by a manager and the [redacted]s could return both the out of trial Spanish Gold
Level and Gold Level coursesReturn instructions and prepaid labels were
provided in the responseOur representative also issued a refund for the
amount of $to the card on file ([redacted], ExpMarch/2016), in
anticipation of the return
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 Spanish Gold
Level in addition to the already authorized Gold Level and Gold Level
In order to return the courses he will need to write the Return
Authorization Numbers on the outside of the boxThe numbers are:
[redacted] Spanish
[redacted] Spanish
[redacted] Spanish
When the courses are
returned, the account will be completely closed and a refund of $will
be processed to the aforementioned card on file
The relevant return
instructions and prepaid labels will be emailed to the address on file, [redacted],
within three business days
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 ###-###-####
Customer
Service Manager
Internet
Order, LLC
###-###-####
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's responseIf you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to meHowever, I would like to suggest a few recommendations
to PimsleurApproach.com to prevent future complaints from customers

Review: I ordered the introductory language CDs from the Pimsleur Approach websiteWhat I was not aware of be it oversite on my part or whatever is that when I ordered this CD set I was signing up to buy the entire language course for $265.00! Apparently there was some trial period after which the send you the rest of the course and start taking payments of $from the credit card you used to order withNow after a few weeks I received a box and I didn't know what it was aboutApparently this is the rest of the course CDs.Next I get an email saying that I need to contact their billing department to bring my "account up to date"I replied to explain that I didn't intend to sign up for anything much less a very expensive language courseI apologised for my misunderstanding of their website and I offered to return the product box which is un-openedThe told me that the "trial" period was over and that I needed to bring my account up to dateAgain I replied offering to return the itemThe last email I got from them, after I replied and indicated that it was not my intention to order this product or pay for itThis email said "Unfortunately your account will continue to become more delinquent..." Now I don't see why they are being so unreasonable and refusing my returning of the productThis is clearly a misunderstanding.Can you assist me with this issue?Sincerely,[redacted]Desired Settlement: It is my desire that this company allow me to return the un-opened product box, furnish me with an address to return it to, and remove my account information from their system
Business
Response:
Internet Order, LLC
JFK Blvd
3rd Floor
Philadelphia, PA
August 5,
RevDex.com
Attention:
JFK Blvd, Suite
Philadelphia,
PA
In
reference to:
**
Case
# [redacted]
Customer
No: [redacted]
Dear
[redacted],
Thank
you for the notice dated July 31, 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 May 6, 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 July 31, 2013, indicates that **
[redacted] would like his account to be removed from our internal Collections
department and completely closed
**
[redacted] states in the notice dated July 31, 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
Extensive
review of our internal database reflects **[redacted]’s first point of
contact occurred via email to our Customer Service department on July 21, 2013,
in response to a billing notice dated July 19, Our representative replied
July 23, 2013, advising **[redacted] to call our Billing department in order
to make the account current
**
[redacted] emailed our Customer Service department again on July 23, 2013,
requesting to return the Romanian Gold course he receivedPer company policy, our
representative denied his return request and advised him to call our Billing
department in a response dated July 25, The following day, **
[redacted] replied to this responseHe refused payment and requested contact
from a supervisorOn July 30, 2013, our representative again advised **[redacted]
must contact our Billing department for assistance regarding his account
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 Romanian Gold
In order to return the courses, he will need to write the Return
Authorization Number on the outside of the boxThe number is:
[redacted]
Additionally, we will
provide him with a pre-addressed, pre-paid UPS shipping label so 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 daysHe 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 box
It will arrive in a separate email from INTERNET ORDER ([redacted])
with the subject: UPS Label DeliveryHe should contact our Customer
Service department if he is unable to locate the labelWill consider the
matter resolved once the course is received by our warehouse
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 ###-###-####
Customer
Service Manager
Internet
Order, LLC
###-###-####
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's responseIf you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to meI request that the business email me when the package has returned and let me know the account has been closed
Also they did not send any instructions with the email containing the shipping label so I hope the RA# was included on the label that was providedI only just now read the response on the Revdex.com website which contained the RA#The package has been shipped accordinglyI would of gladly paid the return shipping costs if only the had made the arrangements

Review: I purchased a basic language training product for $9.95 which I received, but then I started receiving automatic shipments of advanced language products for the inflated price of 4 installation payments of $64.00 for each monthly shipment. This was NOT disclosed on the initial purchase. I was unaware that I would be receiving these advanced products but after I received the first one, and was charged $64.00 I said to myself, well I guess I will keep this for that amount but was unaware that there were really 3 additional payments on that shipment and that additional shipments for the cost of $256.00 were already scheduled to come my way. I was able to cancel the service after the level 2 language arrived at my house and I called the customer service helpdesk, but they informed me that I would not be able to return the last shipment. Also, since I was cancelling my "order" (that I did not place) I only had 10 days to do so and that I also had to pay the return shipping. So for my $9.95 purchase it ended up costing me almost $300. It would have been nice to know this since I have other bills I would like to be paying instead.Desired Settlement: I would like a refund for the two shipments as well as the return shipping charges.

Business

Response:

Review: I have unsubscribed from this company more than once. When I tried to make a complaint about the continued emails, I received this notification below, and was unable to make a complaint.

From their unsubscribe page:

Your email address was only submitted 3 day(s) ago (Jul 30, 2014 13:33).

I want to be removed an receive nothing from this company or the people involved in it's promotion.Desired Settlement: I want to no longer receive any information in any form from or about Pimsleur Approach.

Business

Response:

Review: I was surfing the internet a couple months ago, and an advertisement popped up for Pimsleur's Approach. They were having a "sale", of 9.95USD for their quick and simple CD course. I listened to the entire advertisement, and decided to go ahead and order the Spanish addition to brush up on my bilingual skills. I placed my order, and used my debit card to pay online. I received my package in the mail a couple weeks later; I opened the package to see what was inside (the CDs in their jewel case). I put the package to the side, and life got busy and I forgot about it. About a month later, I received another package from Pimsleur, and was confused as to what it was since I only ordered one CD set. I put that package unopened with the other package in my house, where it sat collecting dust.

I received a letter dated July 7, 2014 in the mail, stating that they had attempted to charge me 256.00USD, and that I needed to make a payment. (I recently renewed my debit card due to card reading issues, hence their inability to charge my card). I opened the second package I received right then and there to see what they had sent me. It was the "Spanish Gold Course" series, and there was an insert saying that it was a 30-Day Free Trial. I had not requested this, and I was sure I had selected that I did not wish to receive anything extra when I originally purchased the Quick and Simple course online.

I called their customer service number on Monday July 14, 2014 to rectify this issue. The customer service representative looked up my account, and transferred me to the billing department. I explained the situation to her, and told her I had no idea about this program they had automatically enrolled me in when I purchased their 9.95USD CDs. I asked her what was the address I could return the CDs to, because I did not want them and I did not have that kind of money for a language system. She not only continued to haggle down the price, eventually to 183.00USD, she continuously pressured me to make a full payment over the phone. She also told me that I could not return the CDs because it was over the 30 Days Free Trial. I asked to speak to a supervisor, and she put me on a "call back list". She was extremely rude to me, and I told her she was being rude and belittling me.Desired Settlement: All I want is to be able to return the "Gold Course" and not be charged for something that I did not request, which they were unwilling to do. Their false advertisement with hidden agendas sets people up to get ripped off.

Business

Response:

Review: Merchant advertised a audio CD program that would teach a basic language for $9.95. I decided to try it. The product came and I could not get through the first disc. Some time later I received a larger package. I did not know what it was and have not opened it. Some 45 days later I received a charge on my [redacted] card for one fourth of $256. I contested the charge and was advised that since I did not object within 30 days of receipt, I had to pay the $256. I explained that I never agreed to take a full fledged course; I never agreed to pay $256. I called the company which termed itself the PimsleurApproach.com and offered to return the unopened product but they stated I missed the deadline.Desired Settlement: I would like the merchant to cancel the charge with [redacted] and send me a pre-paid envelope so I can return the product to them.

Business

Response:

Review: I’m writing this letter to contest that I owe Pimsleur Approach $for a Spanish language CD box set that I did not orderI am told that I was automatically entered into a “Pimsleur Approach Rapid Fluency Program” when I ordered a $cd box set on September 5, When I ordered that box set, it was not clear to me of the automatic enrollment and even if I missed it when I placed the order, that fact was not clearly re-enforced when the box set arrivedWhen I received the $box set the invoice simply stated the price of the CD that I paid without any other information about an enrollmentI have ordered music box sets from the internet before with options to purchase more CDs each month and they were very transparent about the conditions of purchase and I knew exactly what to expect and what to doThe Pimsleur Approach was not transparent; it appeared that all the information regarding the automatic enrollment was presented in a way that can easily be missed by the consumer
The following is a detailed description the events that occurred between September and February
On September 5, I ordered the Pimsleur Spanish CD box set for $on lineSince I was unfamiliar with this company and I was trying it out for the first time I decided to use a “safe shopping credit card number” offered by my credit card company which can only be used onceI did not do it to be deceitful; I did it to be safeI can’t remember seeing any extended obligations when placing the orderI received the box set in about a week and with the invoice stating that I paid $Inside the box there was a folded long paper with “CONGRATULATIONS, More about your FREE TRAIL opportunity…” written on the frontInside referred to the enrollment in a rapid fluency program, which I read about for the first time and I did not understand all that was involvedHowever, the pamphlet clearly stated that it was a FREE TRAIL I will receive in days with no obligation to buy and a 100% Risk-Free GuaranteeThere was no mention of payment options or monthly installmentsWhat caught my eye were FREE SHIPPING, FREE TRAIL for days, and 100% Risk-Free Guarantee in caps and bold typeI simply thought that this was a way to get me to order more CDs since the box set I got was an introductory courseI had no idea that the upcoming FREE TRAIL offer involved billing my credit card automatically
I did not really keep this Pimsleur FREE TRAIL in mind, actually I forgot all about itIn the beginning of October I did receive another box-set from PimsleurOn the invoice it stated that it was a FREE TRAIL with NET ORDER, TAX, AND SHIPPING all stated as $with no Special Instructions or any mention of future billings or installmentsThere was a black box embossed with “Pimsleur Approach Gold Edition”, decorated with a map of the world inside the lid, and had a CD set insideAlong with the CDs was a long bi-folded card with a US Passport emblem on the front and inside was an advertisement about the greatness of the Pimsleur Approach, how the [redacted] and [redacted] had used the language program, and it was endorsed by [redacted] and [redacted] magazineIt was similar to what was stated on their website from which I ordered the $introductory courseInside the bi-folded card was a long tri-folded paper saying “Congratulations, more about your free trail opportunity” on the front and inside stated it was a GOLD FREE TRAILInside emphasized the FREE TRAIL, FREE SHIPPING, FREE for days with no obligation to buyOnly one line stated about four equal installments of $which I cannot remember seeing at the time I got the box setWhat did catch my eye, even now looking at it as I write this letter, is FREE SHIPPING, FREE TRAIL, 100% RISK FREE Guarantee, all in caps and bold typeAt this stage I did not realize that I was going to be billed for this CD set that I did not orderI did not really want it but as I thought it was free and I had more pressing matters at the time, I simply put it away to deal with it later
Over the next couple of months I received about 2-emails stating that there was a problem with my order without any further detailsI cannot remember the emails mentioning what the order was or whom it was with, that I owed any money, or to call them to resolve the problem, just that there was a problem with my orderI did not recognize the sender and since I did not place any orders recently I deleted the email thinking it was spamAt this time, I did not connect those emails with the Pimsleur CD box set I received in OctoberThe connection was made when I received a letter in the mail around January 28, from Internet Order, LLC stating that my payment of my audio cd was past due and attempts to bill my credit card was unsuccessfulIt was signed “Pimsleur Approach Billing Department”The letter did not state how much money I owed nor why my credit card was being billedI called the number provided in the letter for their customer care department the next day because I thought this was an error and I wanted to resolve it as soon as possible
I explained the situation to the person on the phone and they told me that I am overdue a payment of $on my last order of the Pimsleur Approach Gold-EditionI explained that I was surprise by this because I did not order the Gold-Edition box set and it came as a FREE TRAIL with a billing cost of $Furthermore, I never received a bill or even an invoice stating that I’m being billed at any pointThis is when I realized what those emails were about, so I mentioned them to him to let him know that the emails I received did not mention anything about payments to be made just that there was a problem with an order that was never describedThe customer care representative made it clear to me that I no longer had a FREE TRAIL, I had ordered the box set and I had to payThe conversation was getting heated and the customer care representative told me that it was my responsibility to know what I was ordering and it was not his or his company fault that I did not read the website carefully when I placed my original ordered for the $CD box-setI told him that I did not see anywhere on the website about a price of $and I never used the Gold-Edition CD box set and I was willing to return itHe promptly said that it was too late to return the CDs and I was obligated to pay the $I realize he was very defense and it was clear he was not going to budge on this issue so I ended the call as politely as I could
After I settled down a bit, I tried looking up the website to see what I missed, but I could not find the same site I used for the purchaseI called the customer representative back and got the same person to direct to me to the website with the $CD offer and the automatic enrollment into the Pimsleur rapid fluency programThe website is [redacted]The site is full of explanations, endorsements, and advertisments about the $CD box setTo the right of the area where you sign up for the box set and they ask for your credit card info there is a small box with very fine print stating (…after you receive your $CD set that you will receive a day trail copies of advanced Pimsleur courses in the language you selectedYou will receive a new course once every days and each course will be billed in monthly payments of $if you keep itA phone number is provided and a see Key Details link is present)After the customer care representative pointed this out to me I was very upset because it was clear why I did not see this purchasing conditionIt was too small to notice amongst the deluge of advertisements on the websiteIt did not appear that it was meant for the customer to see this right awayI expressed my disappointment to the representative very politely and said that it is unreasonable for you to expect a potential customer to see and read this small boxHe basically said that it was not his problemThat was where the conversation ended
Since then I have received my first bill for $from Internet Order, LLC with a postmark of February 26, This is the first time a bill of any type was sent to me and it was sent in a pink envelope from [redacted] as though she is a friendIt is not a business envelope stating that important billing information is inside for immediate attentionIt is sent from a person I do not recognize and from a city where I don’t have any acquaintancesI almost sent it back, but at the last minute I opened it to see what it wasIt is reminiscent of the emails with no recognizable sender or purpose that I received from them and deleted a few months earlier
Since this has happened, I looked up on website and found numerous complaints similar to mine about the Pimsleur Approach promotionI was fortunate, that I used a secured single use credit card number or I would have no idea I was being billedI think that Pimsleur is not very forth coming with their product marketingIf this approach is as good as they say it is then they should not have to resort to such trickeryI don’t typically default on my financial obligations, but I usually know when I have such obligationsThis is the first time that I have dealt with a company that uses such blatant deceptive tactics on customersCompanies that I have dealt with usually are very clear about the conditions of purchase, what they expect of you, and send you reminders of your financial obligation to themAlso they offer different payment options such as pay in full or monthly installments, and some even offer more than one way of opting out of the obligation with some kind of cancellation feePimsleur Approach offered none of these options
1) Pimsleur Approach posted the purchase condition in a small box in very fine print which is easily overlooked on the very busy website
2) The future financial obligation was not indicated in the initial shipment of the $CD box-set, it was presented as a free trial offer with no mention of automatic credit card billing, just free shipping with a 100% Risk free Guarantee
3) In the actually shipment that was eventually billed, the financial obligations was not stated on the invoice, it was indicated as a FREE-TRAIL with a balance of $It was hinted at on one line in the middle of long explanations and advertisements about the product
4) No invoices were sent to me indicating that my credit card was billedThe emails that were sent did not state that there was a problem billing me or what the amount was or what it was forIt just stated that there was a problem with my order
5) Only one invoice was sent at the end of February clearly stating how much I’m supposed to pay and that they reserve the right to bring legal actions if the $payment is not promptly made
I do not believe I should have to pay for this Pimsleur Gold-Edition box setIt was not clear that I was ordering it and when I did receive the box set there was not mention of how much I owe or that my credit card will be billedI came to understand the full scope of the situation almost months after my initial purchase of the $CD box setIt is clear that the Pimsleur Approach does not want customers to be fully aware of the conditions of purchasing the $CD box set nor when they are being billedIt appears that they set up this website to get customers’ credit card numbers so they can bill them without their knowledge under the scheme of learning a foreign language.Desired Settlement: I do not think I should be required to pay the $because it was not made clear that I was purchasing this product until months after I made a purchase of a different CD box-setI can return the Gold-edition box set, if requiredI would like this case to be closed and not be contacted any further by the company nor any agents representing the company
Business
Response:
Internet Order, LLC
March 18,
RevDex.com
Attention:
In
reference to:
Case
# [redacted]
Customer
No: [redacted]
Dear
[redacted],
Thank
you for the notice dated March 14, 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 September 5, 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 14, 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 14, 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 button
After
extensive review, our records reflect the only record of contact occurred on
January 29, During this recorded call, our representative informed [redacted] that his account was transferred to our internal Collections
department and a return could not be authorized, per company policyWe first
attempted to contact [redacted] on November 13, 2013, to alert him to his
Collections statusHad [redacted] contacted us during the trial period, we
would have provided the necessary return instructions and assisted him in
closing his account
In
his notice dated March 14, 2013, [redacted] states “they offer different
payment options such as pay in full or monthly installments, and some even
offer more than one way of opting out of the obligation with some kind of
cancellation feePimsleur Approach offered none of these options”Discounts
are at times available for customers in good standingIt is free to opt-out of
future shipments; customers are never asked to pay a cancellation feeIf
referring to a Collections settlement offer, [redacted] clearly stated he
would not pay for the item during the call so the representative did not
request a settlement offer from a supervisor
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 [redacted]’s Spanish
Gold Level course
When his Spanish Gold Level
course is returned, his account will be removed from Collections and
completely closedAt that point we will consider this matter fully
resolved
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
In
order to return the course he will need to write the Return Authorization
Number on the outside of the boxThe number is:
[redacted] Spanish
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

Review: After indicated to company (http://www.pimsleurapproach.com/ by Stroll) that I no longer want to receive product and cancel remaining order. Said company did discontinued to send product, but continued to bill me each month the amount of $64.00. This resulted in me cancelling my credit card which they had on file. I notified my bank of the practice.Desired Settlement: Refund of charges accrued on:12/2/2013 POS Withdrawal - STR*LANGUAGE LEARN LEV [redacted] - Card Ending In [redacted] $64.00

Business

Response: