Joven Skin Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

To Whom It May Concern,
We can not find the customer's orders with their name or email address. Can they provide an order ID or show a copy of their confirmation receipt? What does it say on their billing statement?
Kind Regards.

To Whom It May Concern, The entire process is outlined for the customer in the Terms and Conditions prior to purchasing. As a courtesy, we have refunded the customer the $89.75 charge. Please look for a credit within 3-5 business days.  Please mark our records as responding appropriately...

and managing the customer's concerns.Kind Regards,Joven Skin Care Support Team

This complaint is not for Joven Skin Care. It is for Sevan Skin Care. Can you send the complaint to [email protected]?
 
Kind Regards,
 
Joven Skin Care Support Team

In regards to Complaint ID [redacted], the customer was billed $84.75 for Sereno Eye Creme and $89.75 for Joven...

Skin Care. We waived all fees when the customer called in. The customer filed a chargeback dispute with her bank on both charges (3/2/15) and has already been refunded through that process. We can not provide an additional refund to her. This case should be closed and satisfactory.Kind Regards,Joven Skin Care Support Team

[redacted] This is in response to complaint ID [redacted]. We did not receive any online notice and letters went to a vendor of ours and we did not get them until just now. We have refunded the customer the remaining 50% on Joven Skin Care and Sereno Eye Creme and the $4.95 cancellation fee....

Please make note that we have taken care off this for the customer and update our rating for both businesses.Kind Regards,Joven Skin Care Support Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted], This is in response to complaint ID [redacted] We did not receive any online notice and letters went to a vendor of ours and we did not get them until just now. We have refunded the customer the 2 charges of  Joven Skin Care at $89.75 and the 2 charges of Sereno Eye...

Creme at $84.75. Please make note that we have taken care off this for the customer and update our rating for both businesses.Kind Regards,Joven Skin Care Support Team

This complaint is not for Joven Skin Care. It is for Sevan Skin Care. Can you send the complaint to [email protected]? Kind Regards, Joven Skin Care Support Team

We have contacted the other business that this customer has their account with. The feedback is this:
 
The customer agreed to partial refunds for both products on 7/25/16 and refunds were processed that day. In light of satisfying the customer's concerns, the remain part of the charge has been already refunded on 8/8/16 for both products. Those refunds were for $59.33 and $62.83. Please look for a credit within 3-5 business days.
 
Kind Regards,
 
Sevan Skin Care Support Team

We are more than happy to help the customer, but did not see any attached files. Can you please send those over so we can review?
Kind Regards.

[redacted], This is in response to complaint ID [redacted]. We did not receive any online notice and letters went to a vendor of ours and we did not get them until just now. A few of the feedback points to respond to the customer's concerns. The business is located in Maryland and the...

fulfillment center where products get sent out is in Santa Ana. Nothing deceptive about that. Secondly, due to the customer's concerns, there was never a $9.95 charge placed on the account. Thirdly, we have refunded the $89.75 charge for the last shipment based on the return of the product. An order confirmation is sent out for each initial order that is placed. This provides the phone number to call and there is enough information to send an email inquiry back. Lastly, the terms and conditions outline all procedures that a customer must follow to cancel their product or stop billing. There are no customer comments until after the second charge, which was on May 4th, 2015. Please update the complaint with this response and update our ratings for Joven Skin Care.Kind Regards,Joven Skin Care Support Team

This is in response to complaint ID [redacted]. We did not receive any online notice and letters went to a vendor of ours and we did not get them until just now. The...

customer has disputed charges with the bank on both $89.75 and $84.75 charges. They will have to remedy this through the bank. Please update the complaint as closed and update our ratings for both Joven Skin Care and Sereno Eye Creme.Kind Regards,Joven Skin Care Support Team

This is a follow up to complaint ID [redacted]. We have already responded to the complaint, issued the appropriate refunds and contacted the customer. Can you please make sure to update our rating for our business and close the complaint? 11px;">Kind Regards,Sereno Support Team

I ordered the "trial" size of the Eye cream and "trial" size of the skin cream for Joven. I find a charge of $89.75 on my account that was not authorized by me. I did NOT agree to a subscription service. I called the Customer Service number (888-203-7747) and spoke to the customer representative. She told me that I was suppose to cancel during the 14 day trial period. I received my order on 7/3/17. I called today, 7/17. The 14 day trial starts from the day you order, not when you receive. So if it takes 4 days to get to you, oh well!
I was told that the information about being billed the $89.75 charge was in the terms and conditions, which I would have had to read before going further in the order process. Wrong - that did not happen.
I was very adamant about removing the charge from my account and cancelling my order. I received 2 cancellation numbers but did not get the representative to refund the charge to my account. I will be calling my bank today to dispute this charge.

I accepted thefine line cream and the under eye cream for a trial. I was charged $89.75 and $84.75 on my card. I never read anything on the site stating that I would be charged these fee's. I never would have ordered them for that unreal price for what I received. I would have sent them back if I had been informed that I would be charged for them. My family lives on a fixed income and in no way can afford to spend that kind of money on face cream. If I had not seen the charges on my statement when I did I would have had overdraft charges. I had no idea that the products would arrive monthly for this price until I read everyone else's complaints on here. I fully believe that this company needs to outline the conditions a lot more than they do now. Would I like my money back, yes under false Advertising. I would like a refund and for a credit of charges added to my card minus the shipping cost which I agreed to pay for the trial.

Review: I obtained this product after signing up for a 14 day trial. Upon receipt of the item, there was no information enclosed with the product that would allow for a cancellation within the 14 day trial period. The address provided on the actual product was not that of the company's (item from MD and the company is located in Santa Ana). No confirmation email was ever provided, neither was a method by which to contact the company to cancel impending items. New shipment (unwanted) arrived today with an actual packing slip. I contacted the company immediately and was told I had already been charged an additional $89 for this product since I had not canceled during the trial period (my previous attempts were unsuccessful at accomplishing this task). I explained how the previous shipment had come with no information that enabled me to cancel the items and she told me that the matter is my own "concern," not theirs. I requested a cancellation of any future shipments and reported that I would be sending the product back immediately. I was then informed that I would be charged a $9.95 "restocking" fee for doing so.

Company's advertising is deceptive at best-

1. claims easy cancellation, etc but this is absolutely not the case.

2. appears to have "support" from the magazine "Good Housekeeping" when I don't believe that it does

3. claims of treatment outcomes do not appear to be true or validated by actual research.Desired Settlement: I want them investigated for fraudulent and deceptive practices. I am not requesting any remuneration.

Business

Response:

[redacted], This is in response to complaint ID [redacted]. We did not receive any online notice and letters went to a vendor of ours and we did not get them until just now. A few of the feedback points to respond to the customer's concerns. The business is located in Maryland and the fulfillment center where products get sent out is in Santa Ana. Nothing deceptive about that. Secondly, due to the customer's concerns, there was never a $9.95 charge placed on the account. Thirdly, we have refunded the $89.75 charge for the last shipment based on the return of the product. An order confirmation is sent out for each initial order that is placed. This provides the phone number to call and there is enough information to send an email inquiry back. Lastly, the terms and conditions outline all procedures that a customer must follow to cancel their product or stop billing. There are no customer comments until after the second charge, which was on May 4th, 2015. Please update the complaint with this response and update our ratings for Joven Skin Care.Kind Regards,Joven Skin Care Support Team

Review: Manipulative and misrepresented business practices, failure to allow me to speak to a supervisor unless I first paid a discontinuation fee. Advertised on [redacted] and thru media as a free trial offer ( using [redacted] to advertise product) paying only $495 shipping. Product shipped and if you don't call and cancel within 18 days you are charged $180.50 for the Joven and [redacted] creams. In addition you are automatically shipped and charged for these products on a monthly basis. There is a fee to cancel and customer service hung up on me when I asked to speak to a supervisor.

Business

Response:

This is in response to complaint ID [redacted]. We did not receive any online notice and letters went to a vendor of ours and we did not get them until just now. The customer has disputed charges with the bank on both $89.75 and $84.75 charges. They will have to remedy this through the bank. Please update the complaint as closed and update our ratings for both Joven Skin Care and Sereno Eye Creme.Kind Regards,Joven Skin Care Support Team

Review: I signed up online for a 14 Day Trial Offer of Jovan Skin Cream and Sereno Eye Cream. The offer was to pay only the shipping costs on each. I did not receive any receipt or information with the items. I did not place any more orders. Thenext two months I received the eye cream and face cream although I did not order any more. I attempted to cancel my Trial Offer order and was told that I could not return the unopened boxes of the eye cream and skin cream and would not get credit for them. It states in the terms and conditions which are extremely hard to find, that you must cancel your order within 14 days of placing your order(even if you receive the order a week to 10 days later). You can only call to cancel the "trial" and you must return any unused product and pay for the shipping costs to return the items. The person who answered the call in Customer Service was not helpful. I asked if I could get a copy of my account charges as to the cost of the items and the shipping charges and was told the charges are on my credit card statement. When I said that no invoice or pricing information was included in the packages, I was told that it is a "Green" company and does not use paper. I ask to have access to my account online and was told that was not possible. The terms and conditions are at the very bottom of the page on a tiny tab that you must click to read them There are over 2 pages of fine print in these Terms and Conditions. I have never purchased any product without getting a receipt online and in the package that I receive in the mail.Desired Settlement: I would like a refund/credit to my credit card account of the 4 items I did not order:2 eye creams 84.75 +84.75 = 169.902 skin creams 89.75 +89.75 = 179.50Total $349.40

Business

Response:

[redacted], This is in response to complaint ID [redacted] We did not receive any online notice and letters went to a vendor of ours and we did not get them until just now. We have refunded the customer the 2 charges of Joven Skin Care at $89.75 and the 2 charges of Sereno Eye Creme at $84.75. Please make note that we have taken care off this for the customer and update our rating for both businesses.Kind Regards,Joven Skin Care Support Team

Review: I received an offer online for a free anti-aging serum. I was told all I had to pay was SH. An $89.75 charge hit my credit card today. When I called, I was told that I had 14 days to return the product before being charged. I did not see the that statement when I ordered from my cell phone. I did not see it until I went online to check out the company and dispute. In addition, the name of the charge on my credit card was a ZHL Creamy Touch purchase along with a phone number [redacted]. The rep answering the phone said she never heard of this company. I later found out that it was for the free Joven. I am reporting this company for SHADY business practices. I now have to cancel my credit card because I do not want this to continue and I don't trust this company AT ALL AND I WANT A FULL REFUND!!!!Desired Settlement: Full refund in the amount of $89.75. I didn't mind paying the shipping and handling but the online advertising is VERY MISLEADING.

Business

Response:

To Whom It May Concern, The entire process is outlined for the customer in the Terms and Conditions prior to purchasing. As a courtesy, we have refunded the customer the $89.75 charge. Please look for a credit within 3-5 business days. Please mark our records as responding appropriately and managing the customer's concerns.