Internet Order

Review: I ordered a Spanish cd for 10 dollars got that cd and it was a good product. I then got call from the same company that said I was chosen to have a FREE Spanish gold CD me loving FREE things was very happy and said sure and thank you they told me they do the FREE GOLD 1 cd so you buy the GOLD 2 and I was like thats very cool so I get it in the mail a month later and NOTHING the paper says anything about cost and then I see this paper its a 1inch by 2 inch piece of paper saying at the end of the month they will be charging my account 69.99 monthly !!!!!! I then called them left a message and did that 3 times!!!! NOTHING this is a complete scam and just called them and the guy told me that they will change the charge to only 180 and then we are good and told him I wanted to talk to his manger and he told me she was busy and then hung up on meDesired Settlement: I would like them to get rid of all charges and deliver me a box to send back the cd gold I never used

Business

Response:

Review: I ordered a promotional language learning CD 01/15/13 for 9.95$ I thought it would be a one time charge as was clearly indicated in their promotional video and in the confirmation email I received of my payment! They are still billing me, and charged my credit card 64.00$ two months later and they plan to continue. Calling them is a waste of time. They threaten to send you into collections if you refuse to pay. If you don't return the promotional cd in the first month they continue to collect and insist you may not opt out of later installments. If I wanted to be dishonest, I could have copied it and returned it the same day. I wasn't trying to be dishonest. This is not right and something needs to be done about it!!!!!

They are threatening to send me a cd a month for 64.00$ that I do not want. Other consumers say they try to decline too and are refused as well and are told they must pay! They try to return their cds by mail and have the cds returned to them!Desired Settlement: This company needs to be forced to fully disclose their conditions in their advertising, in their confirmations of order, and at time of order!

I would like help getting myself a refund if at all possible though I may have to just close my credit card as much as that pains me and take the hit on my credit report!

They are RUINING the good name of online business!

Business

Response:

Review: I received a letter from Internet Order, LLC stating that I owed money for Spanish CDs that I cancelled and the letter says that they welcomed the opportunity to discuss this issue with me to try and work out a resolution before taking more drastic actions. When I called the number that I was given ([redacted]), I got the prompt that "the company refuses to have my call connected because it is outside of their service area, please go to [redacted] for other information. When I went to [redacted], they were not listed there. I want to resolve this issue but I don't know how to get in contact with this company based on information given to me. Something sounds suspicious here. What should I do?Desired Settlement: I would like to get in contact with this company ASAP and have this issue resolved before they go and do damage to my credit. Thank you for you help.

Business

Response:

Review: This company practice a shady bait and switch type operation. They get you to buy a program for $9.95 and then automatically sign you up for a MUCH more expensive program and start charging your card monthly. The fees are not spelled out clearly and now they won't accept a return and they won't stop charging my credit card for products that I don't want. They also make me pay to send their junk back to them.Desired Settlement: I want them to STOP charging my card, STOP shipping me junk I don't want and take back the junk they already sent me that I NEVER wanted or ordered.

Business

Response:

---------- Forwarded message ----------

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Thu, Feb 6, 2014 at 9:28 AM

Subject: Fwd: Case #[redacted], **. [redacted]

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Feb 5, 2014 at 3:05 PM

Subject: Case #[redacted], **. [redacted]

To: "[email protected]" <[email protected]>

February 5, 2014

ATTN: [redacted]

RE: Case # [redacted]

Dear [redacted],

We are in receipt of the notice dated January 30, 2014 regarding **. [redacted], Case No. [redacted] (copy attached). The notice was initially sent to the publisher of our products, [redacted], when in fact **. [redacted] purchased the product directly from our webpage, www.pimsleurapproach.com. To clarify, we are a licensed retailer of Pimsleur products and our publisher, [redacted], directed this notice to us on February 4, 2014.

We are confident that our attached response letter will provide a prompt resolution to all of **. [redacted]’s concerns, and we will also mail a copy of our response letter to your office address within one business day to ensure receipt. Please feel free to email directly if you have any further need to reach me in reference to this notice or you can call ###-###-#### during my normal office hours of 9:30AM-6:00PM.

Sincerely,

Consumer Relations

Pimsleur Approach

Visit us at: www.PimsleurApproach.com

Office: ###-###-#### Ext. [redacted]

Fax: ###-###-####

Internet Order, LLC

4 Penn Center

1600 JFK Boulevard-3rd Floor

Philadelphia, PA 19103

Review: Pimsleur Approach, a trademark of Internet Order, LLC, billed my credit card and sent me a Pimsleur Appproach Learning audio cd for $in July 2014, order number [redacted]I did not order this productI believe they got my credit card and address by sneakily adding their billing into a legitimate internet orderI immediately cancelled my credit card when I saw the charge, and reported it as an invalid charge on my credit card, however, they have continued trying to get money from meI did get two boxes from them, which I opened thinking they were valid purchases (I get boxes occasionally)I have offered to return the boxes if they send mailing labels and postageI want to particularly protest this business practice of sneaking an order in without my knowledge.Desired Settlement: I want this complaint of bad practices on the recordI want them to send me labels and postage for the two boxes so I can return themI want a written letter saying this charge is settled and will never be put on my credit reportI also want $for the time it will take me to get off of work to return the packages, and for the time and frustration of dealing with it
Business
Response:
Internet Order, LLC
JFK Blvd
3rd Floor
Philadelphia, PA
November 21,
RevDex.com
Attention:
JFK Blvd, Suite
Philadelphia, PA
In
reference to:
Case
# [redacted]
Customer
No: [redacted]
Dear
[redacted],
Thank you for
the notice dated November 17, 2014, concerning [redacted]Customer
service is a high priority for us and we take every customer concern very
seriously
Our records show
that [redacted] placed an order for our Pimsleur Quick & Simple offer on July
20, Part of our Pimsleur Quick & Simple offer includes entry into our
Rapid Learning Purchase Program
By way of
background, the Pimsleur Approach is an audio-based rapid language learning
program developed by renowned linguist DrPaul PimsleurWe market the
Pimsleur Quick & Simple introductory course for $9.95, including shipping
Customers can return the Quick & Simple for a full refund within the day
trial period and need only pay return shippingConsumers are also enrolled in
the Rapid Learning Purchase Program ("Program") that affords consumers the
opportunity to try our advanced language learning Gold courses for a day
trial periodIf the customer decides to keep the Gold course, we bill them four
monthly payments of $If the customer decides that they do not want the
course, they can cancel by calling our toll free number and returning the
course within the 30-day trial period, and they will not be charged
Our Customer
Service Department, which is located in our corporate headquarters, is staffed
with knowledgeable customer care representativesWe have clearly disclosed
cancellation and return policies which are liberally administeredOur average
wait times in our contact center are less than a half a minute and we strive to
deliver excellent customer support
Your notice to
our Customer Service team dated November 17, 2014, indicates that [redacted]
would like to have his account removed from our internal Collections department
and be completely closed
Furthermore, [redacted] also states in the notice dated November 17, 2014, that he was not
aware of our ProgramOur webpages provide the details of our Quick &
Simple offer, including the Program, clearly and conspicuously in multiple visible
locations including a predominate location immediately adjacent to the "GET MY
CDs NOW" point of purchase button[redacted] was sent a confirmation email
that is sent to each customer promptly after he placed his initial order which
explains fully the Program; and each and every course we ship includes
documentation that clearly explains the terms and conditions of the Program
Extensive review
of our records reflects the first point of contact received on behalf of [redacted] occurred via an email to our Customer Service department[redacted]'s
wife sent the correspondence dated November 17, 2014, and requested to return
the German Gold Level courseOur representative consulted with a supervisor
who authorized an exception to be made[redacted] was provided with return
instructions, a prepaid return shipping label and RMAOur representative also
advised [redacted] that a refund for the Quick and Simple course was
processed but it would not be necessary to return the itemAdditionally, the representative
explained we are unable to honor her request for an additional payment of
$
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:
·
The
account will be closed and we will consider the matter resolved upon return of German
Gold Level If [redacted] is unclear about the previously issued return
instructions or cannot locate his label, he should contact our Customer Service
lineRepresentatives are available to assist him Monday through Friday from
7:AM to Midnight EST; Weekends from 9:AM to 10:PM EST
I hope [redacted]
finds the above actions satisfactoryIf you have any further need to reach me
in reference to the inquiry, please e-mail at
[email protected] or you can call ###-###-####
Angelica
d[redacted]
Customer
Service Manager
Internet
Order, LLC
[email protected]
###-###-####
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:
Pimsleur's response is a lie, and their charge was fraudulent.[redacted] is ill and unable to work, but he doesn't qualify for social security disability, so we are poorI ([redacted]'s wife) work, and we live hand-to-mouth, with no extra to spend on learning German(Why would we want to learn German? I'm sure Germany is a wonderful country, but we have no place nor need to speak the language[redacted] is too miserably ill to bother, and I wouldn't have the timeMy time is spent working and caring for [redacted].) The credit card used by Pimsleur isn't used often, which is why we were quickly able to note when Pimsleur made a fraudulent charge, and we cancelled the card immediately.In their response, Pimsleur said that [redacted] or I went onto their website, entered our address and a seldom-used credit card, and accepted charges for a product we had no interest in purchasingThat is simply ridiculousPimsleur either piggybacked their charges on to a valid internet purchase, or they stole [redacted]'s address and credit card number in another illegal mannerPimsleur did respond to me and emailed a link to a [redacted] return labelI haven't returned the package yet because my printer is out of black inkToday I printed it in brown ink (the printer can do that, pretty cool) and hopefully that will be sufficient for [redacted], so I will drop it off when I get a chance -- it's really a hasslePimsleur said they would accept the package back and cancel our account, which is acceptableHowever, we insist that there wasn't an account to cancel, since the charge was fraudulently made by PimsleurThey're not doing us a favor by waving their 30-day policy, when we didn't make an order -- ANY orderWhen the packages arrived, we opened them, saw they weren't anything we had ordered, and tossed them aside to deal with later -- [redacted] has been too ill to bother, and I haven't had the timeWhy should I waste my precious time dealing with a package, when we didn't order it? And although Pimsleur said they are crediting our credit card for $9.95, they don't have our current credit card number, and we certainly aren't giving it to themPimsleur didn't agree to pay the $we requested for our time off of work and troubleWe don't accept a response that makes Pimsleur appear to be a legitimate, reasonable, companyThey made a fraudulent charge on my credit cardWe are willing to close this complaint once Pimsleur gives us written notice that they have "closed our account", however, we want this response included
Regards,
[redacted] and [redacted]
Consumer
Response:
complaint id [redacted] - I accept the business' response Inboxx [redacted] <[email protected]>9:AM (minutes ago)to me Dear **[redacted],As I just explained on the telephone, [redacted] and I wish to accept the business's 11/21/response to [redacted]'s complaintWe had rejected their response on 11/29/On further consideration, we wish to accept their response.Thank you for your assistance.[redacted] and [redacted]

Review: I ordered a product for the amount of $9.95. No problems with that order, however, they sent another package a few weeks later and billed my bank account $64 without any advance notice that this transaction was about to occur. They refused to allow me to return the unopened package or return my money. I stated that I do not want the second package or any others to follow, and that they are not to bill my bank account any further. They clearly had no intention of working with me on this and it is my conclusion that these people are scam artists in business to drain people's bank accountsDesired Settlement: I want them to accept the return of this unopened and undamaged product and refund the money that they billed my bank account, and never send me anything or bill be in the future

Business

Response:

Review: I placed an order and received an item for which I immediately called upon receipt, asking for a return merchandise number as I wanted a refund-do not need it and wanted to cancel the Program for which I had no idea I had signed up for after placing the order. They have a full 30-day money back guarantee. I received the item while on vacation...I contacted company within the 30-days asking for a refund, as directed in the instructions for getting a refund. There was no answer on the first two tries, then I was put on hold for half hour, then I gave them my phone number to call me back-they said they were too busy at the moment. I waited a day, no call...two days. no call. I called back and no answer. Finally got another representative on the phone and explained my situation. She took my info down again and I asked her to make note of it in their system under my account. She said she did. She explained that they were too busy to transfer me to someone who could help me. I explained in turn that I was concerned that if I didn't talk to someone that day, the 30 days would be up. She then said that I was not to worry because they had it in the system that I had called before the 30 days. I was to receive a call back and this time it would happen. I waited and no call. I felt it was useless to call; they had an agenda-to steal from their customer by not responding in a timely manner or at all to phone calls for assistance.

Now they are claiming I owe them an amount. I don't believe I do, I did what they asked of me as a customer requesting a refund. They failed on their part from start the beginning of the return request process. They seem to be out for the customer's money by failing to return any calls and if they do answer, they say they will call back due to high volumes of calls-which is where they majorly Fail causing them to then think they have a right to pester the customer with letters and invoices.Desired Settlement: Clear my account of any charges- stop contacting me, please!! Remove me from their data base.

Business

Response:

Review: Was offered to try a course for $9.95 for 30 days. The terms that were misrepresented and slightly hidden was that if I failed to cancel within the $30 days, they would continue sending me their product and start charging me $64 in four monthly payments. I did not fully understand just how much money they would take from me, and signed up in early May. The first time my account was charged for $128 (I decided to get two trial offers) I was surprised and immediately called the company. I spoke with Jose on July 11, 2013 and he assured me that he was canceling my account but that I had at this point lost the ability to cancel during the trial period and would still have to pay the money charged to me. I was very upset, but decided to go ahead and just cut my losses.

I received no more product from the company, and in early November I was sent an email from the company telling me that I owed them $512. This was just shocking and unconscionable to me. I spent hours trying to email and get on the phone with them to sort this out. I, in no way, understood this would happen to me and would have never signed up if I did. I talked with [redacted] on November 20th with Customer Service and he apologized for all my troubles and transferred me to [redacted] in the Billing Department. She was very rude to me and insulted me and told me this was all my fault for not understanding that I would be charged so much money. She eventually hung up on me and never let me tell my story. With over $500 on the line, this has just been devastating to me. I can't pay that! I looked online and found that so many other people have been complaining about the misrepresentation of this product. I feel like it a [redacted] vacuum cleaner! After [redacted] realized I was more informed about my rights than maybe their average innocently duped customer, she offered to settle with me. She said she could set up some payment installment plan assuring they still got all the money out of me or she could bring it down to $430 if I was willing to pay on the phone for her right then! This is also shady practice and represents their knowledge that their business plan is a scheme! I told her I could not even pay $430. That's when she was pretty much finished with me and hung up on me after insulting me. I'm on student loans right now trying to get a degree and have no money. What was suppose to be an educational tool for others to learn has turned into an economic nightmare.Desired Settlement: I want them to drop my balance. I received no more good from them after July and never wanted to after learning about their scheme.

Business

Response:

Review: I ordered the "Quick and Simple" Pimsleur Approach deal, which is a $10, ten day programIn the terms and conditions, it specifies that they will ship the full $"Rapid Learning Program" Gold Edition a few weeks after, and if not returned in a month, charged to you in four $paymentsI already have an issue because the full details of this are only enumerated in the "terms and conditions", so it seems as if it is being run like a scamHowever, my main issue I'm writing about is that the Gold Edition was sent to a mailbox that is not my addressMy address is [redacted]The mailbox we receive mail in, therefore, is on [redacted]There is another mailbox on our property on the other side of the house on [redacted], however, seeing as how this is not our address and we do not receive mail there, naturally, we do not check that mailboxThe first edition was sent to this mailboxI wondered where the first edition was when it hadn't shown up, and thought that perhaps I had simply misread their conditions, so I did not think anything of itI found the Gold Edition in the wrong mailbox towards the end of MayI sent an email in May saying I wanted to cancel this Rapid Fluency Program and not be charged anything elseThe email I received in response four days later said they could not find any order or account associated with my name or emailUpon receiving the second edition in the mailbox with the correct address, I called and cancelled my subscription, only to find out that they were trying to charge me the remaining $for the Gold Edition They had already charged me the first $installment, and were requesting I complete payment for the restI requested a refund of the $64, and furthermore that they cancel the remaining fee as I would ship the Gold Edition back, seeing as how it was unopened and there had obviously been an unexpected error in the delivery that was neither my fault nor theirsI was told they would not only not refund me the $64, but that I would have to pay the remaining balanceAfter much questioning, I was told they could give me a settlement fee of $I called back at least more times to talk with a manager, but each time was told their supervisors were busyI was also told by a Pimsleur employee that the month window in which customers have to ship back their product only began once the product is opened (the website does not specify when the month begins)I still have not opened the product, so technically according to this employee I still have a month to ship it backI was asked twice what window of time and day worked for me for the supervisor to call me backOnce, I was called back days after the date I had given them, and not even in the window of time I had provided in response to their questionThe other time I did not receive a call backThen I had to leave for Europe for a little under months for a study abroad programNaturally, I did not spend my time abroad contacting Pimsleur to resolve the situation, as I figured it could wait until I returned to AmericaUpon returning, I began receiving letters saying I owed $I did not have extended time to call back before O'clock until today (originally, I was told their supervisors leave after 5) when my class was cancelledOnce again, I was told the supervisor could not talk to me, but even if she could, the only thing she would accept was a paymentThe employee kept saying that there was nothing they could do for me due to company policy, as it had already been monthsTo this, I explained that the main reason it had been so long was because their supervisors were never available for consultation, and couldn't call back at any predetermined timeI also explained that this situation is not addressed in their company policy, so this is precisely why I needed to talk with a supervisor, as their policy does not specifically address the procedures if their product is sent to the wrong addressAfter talking for about minutes, the employee told me that she had the right to end the conversation "if it was going nowhere", and that if I did not agree to the settlement fee, or schedule a callback from the supervisor, she would hang upNot only is this completely inappropriate customer treatment, but she had talked to her supervisor numerous times while we were on the phoneShe put me on hold for a few minutes while they conversed, to which she responded they could offer me a settlement fee of $I responded, of course, that I needed to explain to the supervisor that I was not going to pay this fee because I never had the month to ship their product back, as it was never shipped to my correct address and therefore I did not receive it when they assumed I didShe then told me, not having verbally talked to the supervisor again, that they could offer me a settlement of $I again explained that I was not going to pay any settlement fee because I never received the product at the correct address, so was thereby unable to ship it back within a month windowI asked that she send me some sort of confirmation email confirming that they had offered me a settlement fee of $100, for fear that if worse came to worst and I did have to pay it, they would pretend they never offered me a settlement fee of $She said she could only email a receipt, but not their offerI explained once again that I would ship the product back to them, as it was still in its box, unopened and in the same condition they sent it inShe refused againI asked to talk to her supervisor's supervisor, to which she responded that I would have to send a letter in the mailWe ended the conversation with me leaving my phone number for her supervisor to call me back "in one or two weeks", and I wrote down the address of her supervisor's supervisor to send him a letter.Desired Settlement: I would like to be refunded the $already charged to my debit card, and would furthermore like the remaining $to be cancelled
Business
Response:
Internet Order, LLC
JFK Blvd
3rd Floor
Philadelphia, PA
October 23,
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 17, 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 February 14, Part of our Pimsleur Quick & Simple
offer includes entry into our Rapid Learning Purchase Program
By
way of background, the Pimsleur Approach is an audio-based rapid language learning
program developed by renowned linguist DrPaul PimsleurWe market the
Pimsleur Quick & Simple introductory course for $9.95, including shipping
Customers can return the Quick & Simple for a full refund within the day
trial period and need only pay return shippingConsumers are also enrolled in
the Rapid Learning Purchase Program (“Program”) that affords consumers the
opportunity to try our advanced language learning Gold courses for a day
trial periodIf the customer decides to keep the Gold course, we bill them
four monthly payments of $If the customer decides that they do not want the
course, they can cancel by calling our toll free number and returning the
course within the 30-day trial period, and they will not be charged
Our
Customer Service Department, which is located in our corporate headquarters, is
staffed with knowledgeable customer care representativesWe have clearly disclosed cancellation and
return policies which are liberally administeredOur average wait times in our 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 17, 2013, indicates that **
[redacted] would like have his account removed from our internal Collections
department and completely closed
**
[redacted] states in the notice dated October 17, 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 ProgramAdditionally, the online cancellation policy does
in fact detail when the trial begins, contrary to **[redacted]’s statement
He
also states “my main issue I'm writing about is that the Gold Edition was
sent to a mailbox that is not my address there is another mailbox on our
property on the other side of the house on [redacted] the first edition
was sent to this mailbox." It should be noted all items were sent to the
address **[redacted] provided at the point of purchaseThe address on file is
as follows:
Extensive
review of our database reflects **[redacted]’s first point of contact occurred
via an email dated May 26, In this correspondence, he requested to return
the Spanish Gold Level courses he received and cancel all future shipmentsOn
May 30, 2013, our representative advised **[redacted] to call our Customer
Service line for further assistanceIt should be noted that at that point, tracking
reflects the following courses were already delivered to the aforementioned
address:
Quick & Simple Spanish
Spanish
Gold Level
Spanish Gold Level
**
[redacted] called later that day as directedDuring that recorded call to our
Customer Service department, our representative issued return instructions for
the Level course, cancelled all future shipments and advised she could not
provide assistance regarding the Level course due to its past-due and out of
trial statusThe representative transferred **[redacted]'s call to our Billing
department for further assistance
Our
Billing Specialist further explained the past due balance associated with the
account and per company policy, denied **[redacted]'s request to return Spanish
Gold Level A $settlement was offered to close the account in lieu of
the $total balance**[redacted] declined this offer and requested a
callback from a supervisorA supervisor attempted to reach **[redacted] on the
number he provided, June 3, A voicemail was left offering additional
assistanceIt should be noted that the Billing Supervisor is generally not
available to take live calls and completes requests in the order they are
submitted
**
[redacted] called our Customer Service department on June 4th and 5th
of to follow up with his requestHe spoke to two customer service
representatives and one billing specialist in this time frameDuring these
recorded calls, our representatives all advised that the supervisor did indeed
leave a voicemail providing further assistance and that she would be the only
representative that could further discuss alternative options regarding the
delinquent portion of the account**[redacted] submitted a callback request
with each of the representativesNot having received a call in the time frame
he requested, **[redacted] called our Customer Service department again on June
18, During that recorded call, our representative confirmed receipt of
the Gold Level return, reviewed the remaining account details and offered to
resubmit the callback request**[redacted] accepted this offer
The
last call **[redacted] references in his notice occurred on October 17,
During that recorded call to our Billing department, our representative
reviewed all account detailsShe also explained that although the supervisor
was currently on another call, she was instructed to authorize the previous
$settlement offer and deny his return request**[redacted] refused to
make payment
To
ensure he was clear on what options could be presented, the representative
informed **[redacted] the supervisor would only discuss alternative payment
options; reminded him that the Program details were present on the order page
and included with the Quick and Simple shipment, which was successfully delivered
to the same address; and advised that **[redacted] had the power to cancel any
future shipments before they occurred or could have called if he did not
receive the scheduled Gold Level shipment**[redacted] demanded to speak
with a supervisorThe supervisor, still unavailable, authorized our
representative to lower the settlement to $
**
[redacted] refused all available solutions to resolve the issue on the line with
our representativeAs a result our representative advised she would need to
end the call**[redacted] replied "I can stay on the phone with you for
as long as you are on the clock"As no other solutions could be arranged
to his satisfaction, our representative provided contact information for the
corporate Billing Manager**[redacted] then accepted the callback offer
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:
·
As
a sign of good faith, an exception has been madeAs directed, our Billing
Supervisor provided return instructions for the Spanish Gold Level courseTo
prevent any further miscommunication, I have personally been in contact with **
[redacted] who has confirmed receipt of this information along with a pre-addressed,
pre-paid UPS shipping label which will allow him to avoid all return shipping
costsTracking reflects the course is currently in transit to our warehouse
·
Upon
return of Spanish Gold Level 1, the account will be completely closed and we
will consider the matter fully resolvedAdditionally, a refund for the amount
of $will be issued via paper check**[redacted] is aware that he should
allow up to four business weeks to receive the refund
·
In
our continued effort to provide superior customer support, we will address the
calls made by **[redacted] internally
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
###-###-####

Review: Ordered the $9.99 Quick & Simple German CDs to see if my homeschooled daughter had any interest. Received them & tried them, she didn't care for it. The paperwork said I could return them for a refund but I had to pay return shipping...well at today's postage rates, do the math...I decided to just keep them. Month later I receive a second set, which I didn't sign up for...& on the form it just said German1 NEW PACKAGING...so I thought that was why they sent them...& they were tucked away...the shipping "details" said NOTHING of any additional payment...no $ numbers at all...I had no clue this company would try to charge my CC 4 payments of $64.00. I called, spoke with CS reps...they tried to cut a "deal" for a one time payment of $231.00 rather than the full $256.00 with the payments. I told them I had not enrolled in their program & had no idea they were going to send anything other than the $9.99 Q&S set...I do not want nor do I have the money to pay them for this set THEY say I signed up for...the CS rep said she tried to get the supervisor to set up some other form of payments, but she wouldn't allow it...so what am I to do? I have an unused set of useless CD's they SAY I ordered, I say I DID NOT...& they are going to ruin my credit if I do not pay them $256.00. !Desired Settlement: I would be happy if they would just take the unused CD's back. If I had known I was on a 30 day time limit to return something I DID NOT ORDER or be billed $256.00...I would have returned the set the day I got them...They could at least make some sort of deal to take them back & drastically reduce the amount owed...I feel I was scammed....as I see a lot of other people do...why hasn't something been done about this company? They continue to do this because the CAN!

Business

Response:

Review: I Purchased a single $9.99 language disc set over the summer, and they used unethical sales tactics on their website to sign me up for subscription service without informing me of such. I had no knowledge of the subscription and it is never mentioned during the process of purchasing the $9.99 disc set. I called several times to cancel and they fought me for over an hour ignoring my requests. They finally agreed to cancel the subscription and then continued to send products. They charged me $60-69 dollars and sent another set. My bank researched the charged after determining it was unauthorized. I returned the products to sender and never received another product. Today months later they sent me a bill for $192. I have not received any products beyond the $9.99 initial order and the $69 product u returned to sender. This bill is 100% bogus so I called Pimsleur again. They refused to help me resolve the bogus bill for products I never received. This company is using unethical business practices and needs to be stopped.Desired Settlement: I would like my fabricated "bill" removed from pimsleurs records and I would like I see the company fined for their unethical business practices. I did my research and 100s have had similar issues with them.

Business

Response:

Review: Pimsleur Approach sold me a spanish language CD set for 9.95 and hidden in some fine print was a joining Gold offer for $264, phone calls go unanswered, chat rooms indicate no authority to cancel, emails are not responded to.Desired Settlement: Cancel any association with these rip offs and ask that they do not provide my data to their rippoff friends.

Business

Response:

Review: I only wanted to order a special offer from http://www.pimsleurapproach.com/ for basic French and Spanish language study. However, I received more CDs later on which states Unit Price is Free. I put asided the extra CDs, and found 3 months later that I was charged for additional cost, 2 x (4 x $68.00) in my [redacted] card. I called the company after tried a few numbers (many listed phone numbers were changed), and finally reached them. They claimed the buy and return policy were clearly listed on the website and with the CD packages. I fully disagree with what they claimed and the way they are doing business.

Here is what this company is doing:

1) If you order the special promotion offer, https://www.pimsleurapproach.com/special-offer/, the payment area doesn't stop you to receive extra CDs. You may miss the conditions which is not listed in payment box.

2) Once you received the extra CDs, the Order Form shipped with the package states UNIT PRICE = FREE. You may trust that this is free. Who would go back to the website or read other documents word by word to confirm this is really free?

3) If you realized that you need to cancel these extra CDs, you must called them to get approved Return Authorization Number. And you may find it challenge to find a working phone number.

4) You have to pay expensive shipping cost with tracking number to return the box, which you don't need it initially.

In summary, if you only want the special offer, you have to at least pay the expensive shipping return cost, which is not stated any where.Desired Settlement: 1) update website payment box with conditions of receiving extra NOT Free CDs, or stopping receiving extra CDs. And clearly state that customer have to pay the return cost with tracking number.

2) refund all the charges to my [redacted] card for extra CDs. I only want to pay the charge of special offer of basic French and Spanish language (total $20).

Business

Response:

Review: I ordered 1 Learning CD. The company automatically started charging me for additional CD's totaling 412.80. I paid for the first two and then had my credit card company deny any charges from the vendor. They never had any disclaimer or other information about these additional charges. It's a bad business practice to bill someone without them having any knowledge or approval.Desired Settlement: I want to be out of their system. I don't want any of their products nor will I ever do business with them again. I refuse to pay any amount to them for products I never requested, wanted, or needed.

Business

Response:

Review: I ordered a sample CD from Pimsleur Language (Spanish) Approach for $9.95 on line. I expected to receive the CD only, but received a trial package of more Spanish language CD's that I did not order. The package does not include written information on how to return the product or a return shipping label. They are requesting that I pay a fee of $256.00 or they will send me to a collection agency. I did not request this item and do not feel obligated to pay.Desired Settlement: I would like to return this item at the company's expense and have them stop contacting me for payment request including threats to send me to a collection agency.

Business

Response:

Review: I ordered part one of the German language program,somehow part two came along with part one.

Somehow or other it seems to me A CATCH 22 issue here. Athirty day free trial is offered. anyway, I do not realize by the end of this trial 30 days, it must be returned. I am not told by customer service that an authorization is needed and a return label.Now it will be past 30 days as a returb label was not with this order so one must be sent . A month has gone by and no return label has arrived. I telephone customer service and they say another will be sent to my address. Well, that one does not arrive either. I again call customer service and this time I am told that it will NOT MATTER if I send it back or not as the timeframe for any returns are past the date of acceptance. So at this point it makes no difference to them what I do.

I feel that this works in their FAVOR, not in the consumers. REMEMBER I already paid for PART ONE of this program.Desired Settlement: EITHER accept the item returned as being returned to credit my acct to a zero balance, OR CANCEL OUT THIS BILL, AS

the item in question should NOT HAVE BEEN SENT IN THE FIRST PLACE. tHEY CAN STILL SEND ME OUT A LABEL AND ALLOW ME TO RESHIP IT BACK TO THEM AS WAS ORIGINALLY aqllowed for the free trial that was offered.

Business

Response:

Review: I saw an advertisement online for The Pimsleur Approach, a box set of CD's that was advertised for $10. I filled in the form and sent my money. In filling out the order, they requested my [redacted] number. I did receiver the CD set. I was then charged $80 to my [redacted]. I cancelled my [redacted]. I now received a letter saying that I have past due installments of $192. The advertisement said it was a one-time $10 charge. When I filled out the form, it contained a question "Why do we need this information (my [redacted] number). [redacted] says that since I did not save the original advertisement, I cannot do anything to get my money back.Desired Settlement: Other people should know that this is a scam, just to get your credit card information.

Business

Response:

Review: I ordered a CD online from this company for $10.95. I did not realize they would keep sending language CDs at the price of $256 each. When I realized this, I canceled.

The company pulled $128 from my checking account. I stopped them from pulling any more by cancelling my card. I also refused the next CD. Now they are saying I owe another $128. I offered to send the 2nd CD set back. They told me they couldn't give me a return code until I paid the $128.Desired Settlement: They refund the $128 they took from my account and I return their product.

Business

Response:

Review: I purchased a product from the company. At no time was it made clear to me that my debit card information would be used for future, unauthorized transactions. A month later the company began to send me packages of products I never chose to buy, and billing me monthly installments for the products. No return information or shipping label was included in these packages. When I contacted the company they would not allow me to return the product and would not stop charges on the product, only offering to reduce the price of the product (which I never chose to purchase).Desired Settlement: I do not want any further packages to be sent to my home. I do not want the company to use my debit card information to charge me anymore. Ideally I would like the two charges for $64 each to be refunded, as they should be.

Business

Response:

Review: Charge me for items I did not orderAfter calling them and telling them I did not want the items they still charged my bank for the itemsCalled again this morning and again told them I didn't want t6he items and the charges have not been removed from my account.Desired Settlement: cash in my bank account
Business
Response:
September 3, 2014Dear [redacted],Thank you for the notice dated July 2, 2014, concerning [redacted]We received the notice by post on September 2, 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 July 1, Part of our Pimsleur Quick & Simple offer includes entry into our Rapid Learning Purchase ProgramOur records also show [redacted] selected our post-transaction Words in a Hurry digital flashcard offer ($19.97).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 contact center are less than a half a minute and we strive to deliver excellent customer support.Your notice to our Customer Service team dated July 2, 2014, indicates that [redacted] would like to receive a refund and have the account be completely closed.Extensive review of our records reflects the first point of contact received on behalf of [redacted] occurred via a phone call to our Customer Service department on July 1, During that recorded phone call, [redacted] expressed his dissatisfaction with our ordering system and requested a refundOur representative advised the order was not yet available in our system and promised to follow up when the order could be accessed, refunded, and cancelled[redacted] accepted.[redacted] called our Customer Service department again on July 2, During that recorded phone call, [redacted] requested to follow up on his previous requestAt that time, the account was available in our systemOur representative refunded the $charge to the card on file ([redacted], Exp[redacted] contacted our Customer Service department again via email on July 3, 2014, and requested a refund for the item he did not intend to orderOur representative replied that day and confirmed the $refund was already processed and the account was closed.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:• [redacted] returned the Quick and Simple course and was refunded the $charge on July 11, He will not receive additional shipments or be billed further unless a new order is placed.• While instant in our system, refunds can take up to two business days to reflect on a customer's billing statementIf [redacted] cannot locate his refunds, he should contact his financial institution and refer to the following ARNs:[redacted] - $[redacted] - $9.95I hope [redacted] finds the above actions satisfactoryIf you have any further need to reach me in reference to the inquiry, please e-mail at [email protected] or you can call [redacted].Angelica C 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 me
Regards,