Joven Skin Care

Review: The company advertised a sample of two products with a video of miraculous under eye cream and another fine line cream. It was not clear the sample was only for 14 days and then I would be charged 89.75 and then another 84.75 for these products. When I called customer service to get my money back they immediately started selling me to continue the product for 90 days to see a result. Then immediately reduced the price by 65% on future order only, when I declined and requested at least a partial refund on this very small bottle of cream they refused. I was not allowed to talk to a Supervisor and was told I would be told the same information, then I requested a manager and was told the same thing. They refused to let me speak to a manager. This is not customer service and this company should not be allowed to do business. Their ad is deceiving and deceptive and I feel like I was a victim of fraud as to others by the other complaints. I will tell everyone I know about this fraud so others do not fall victim and taken for their hard earned money.Desired Settlement: Of course, I would like my money back and for them to change their deceptive advertising to get draw in consumer to try a product, give them longer to try it and make it very clear they will be charged. I had no way to cancel the 14 day trial and I feel they knew this and are victimizing the unsuspecting consumer.

Business

Response:

To Whom It May Concern, All customers have to read the Terms and Conditions prior to purchase of any products which clearly outlines the billing process. Due to us making sure we meet customer needs, we have processed refunds of $89.75 and $84.75. Please look for a credit within 3-5 business days.

Review: I ordered a skin care and eye care product for $4.95 for a trial. I read the the entire website for language that says the trial period is 14 days or 30 days. I did not see anything so I believed that the product was for me to try to see if I liked it. The website is www.tryjoven.com. I just noticed that my account was charged for times. Two times in October and two times in November. $84.75 for one product and $89.75 for the other product for a total of $174.49 in October and $174.49 in November. I never agreed to this. More product came to the house, but I did not use it. I thought they were offering me a few free items to really get my business. I called to complain and they said they would refund the November transaction, but not the October transaction. They said the rules were in the terms and conditions. The first person I spoke to would not give me the correct website to find and read the terms and conditions. The second person gave me the website, but I had to search to find the terms. I located them; however, they are at the bottom of the site and basically hidden. This should be more in view to alert someone that they will be charged after a certain time-frame. I do NOT want their product and I did not use anything beyond the original sample. The other items have not been opened. I feel like I've been taken advantage of. I would like to get my money back. Please help me. I don't have money to waste on a product I don't need.Desired Settlement: $174.49 is the total of the refund.

Business

Response:

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Good Afternoon,

Review: I had seen an ad when in [redacted] that indicated these products (Joven Skin Care and [redacted]) were endorsed by [redacted] and [redacted]. The ad said just pay for S&H and see results in 2 weeks. I ordered the products 1/31/15, shipped 2/2/15 and received by me 2/6/15. I started using the products that night and after 4 days, I developed an itch, dry patches and redness. I thought, well the dry skin would exfoliate and I would get renewed skin. It never happened. I gave the products additional days hoping that I would see results but the redness, itch and dry patches persisted and I had to use Cortizone-10 to relieve the itch and lotion for the redness and dry skin. On 2/24/15, after receiving my charge account statement, I noticed charges of $84.75 & $89.75 dated 2/18/15,I called the Co. [redacted] and the customer service rep. told me I did not cancel within the trial period (14 days)and therefore the products were mine to keep. I told her I did not see any mention about the trial period nor the final cost in the ad. I informed her I did not want the products and wished to return them for a refund. She told me to give them to someone else who would not have an allergic reaction. Outrageous reply! If they were a reputable company, I would be returning the products for a full refund not being told the products are mine to keep.Desired Settlement: I want to receive a full refund of both $89.75 and $84.75 for a total of $174.50,credited back to my charge card. After I get the charges credited back, I will return the unused products at my own expense.

Review: I purchased a "Risk FREE" trial of a Joven skin care product. The online advertising showed only that I would be provided a 30 trial for $4.95. This product was advertised in conjunction with [redacted] Eye Cream - which also offered as "Risk FREE" 30 day trail for 4.99. I purchased these products online on January 28, 2015. In looking at my credit card statement, I found that Joven billed an additional 84.75 for the product on 2/16/2015. When I called to inquire about this billing, their customer service agent ([redacted]) stated that the TERMS and CONDITIONS had specified this follow-up billing. This advertising intentionally leads you to thinking the trial is a free trial - when it is not - and the true cost is never revealed in the online purchase process; you have to hunt for it in the Terms and Conditions.

Boo on these guys - I do not know if their advertising practices are within bounds legally - but I do know they they are intentionally misleading customers about the cost of their risk FREE trial.Desired Settlement: The customer Services person I spoke with ([redacted]??) [redacted] for Joven was the same person that I had spoken to with the same complaint for the [redacted] face product ([redacted]). The customer service person offered me a 50.00 refund for each of the products. I would like the entire 84.75 refunded. I would also like there to be more transparent & truthful advertising of Joven products.

Business

Response:

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?Kind Regards,Sereno Support Team

Review: Purchased both the [redacted] Skin Care and [redacted] Eye Cream products from the company. Paid the trail fees for both products of $4.95 and $4.99. Normal practice with a trial product is you get a one-time charge for the initial product and if you cancel you will not be charged any additional charges. They have a short period to cancel for the trial period and before subsequent products are shipped. It took over a week for the products to arrive. I canceled two (2) days after their short trial period, and they charged the full price for the products of $89.75 and $84.75. Only had a couple days to try the product as a result of the delayed delivery then called and canceled. When I canceled the product contract, the customer service representative DID NOT inform me that they would be billing the full-price for the products. It also very unclear in their website on terms and conditions about charges on a cancellation. Over a month later when reviewing credit card charges realized they had charged the full price for both products. So called their customer service number ([redacted]) and was connected with a sales representative ([redacted]) that would not listen or provide the address to file a formal complaint with the corporation. He said there was no address and that he was the executive of the company. He would not listen and [redacted] then hung-up. Called immediately again and subsequent representative provide the company contact information. Spoke with supervisor [redacted] subsequently as well and was told they would not refund the cost of the products. [redacted] and [redacted]'s practices are abnormal for trial of products and need their practices need to be modified. They need to be extremely clear to customers about charges on cancellation and stage customers to be ripped-off. They had a chance when I called and cancelled, but they elected not be clear about the forthcoming charges. Their T&C's that are posted are not clear as well.Desired Settlement: Full refund of both $89.75 and $84.75 for the [redacted] and [redacted] skin care products.

Business

Response:

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

Review: On March 30, 2015 I ordered a "trial offer" of Joven Skin Care and Sereno Eye Creme. On April 3rd I received .5 fl.oz. of Sereno eye creme and .5 fl.oz. of Joven Skin Care. The shipping label indicated "5.0" fl.oz. of each product. I started using the product and my skin broke out with a rash after the third day. They charged me $4.99 for each product, shipping only, but I thought this was the "trial cost". According to their advertising, I had 15 days to test the products. I was shocked when I received their charges of $89.75 for the serum and $84.75 for the eye creme. I only had 10 days (not 15) to actually try the product. I tried to cancel this order today, April 13, 2015, and was told I was too late. I was told that the 15 days begins with the "order date", not the received date. I argued that even using the order date, I was still within the 15 day period. They cancelled my order (cancellation #[redacted]), charged me $4.95 for cancellation fee, but still charged me the $89.75 and $84.75. Since I was insistent that I was within the 15 days, they agreed to give me 50% credit, $44.87 and $42.37 respectively. Credit confirmation #[redacted].Desired Settlement: I was within their "15 day" terms and would like a full refund of the remaining 50% plus the 4.95 cancellation fee. I will return the product when I receive this settlement.

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 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

Review: I submitted a request for a trail product offered by this company. They quoted a specific dollar amount [$4.99 and $4.95] for the trail offer. What they did not inform was that they would be debiting your account for the full amount of this product if you do not call then and return product. I also read similar complaints documented by other consumers who attempted to contact them about the product not being what was described, unauthorized transactions and requesting a refund and this company refused. I placed several calls to request these unauthorized transactions be reversed (approximatly $160.00) and was told they would only reimburse for 50% of what I was charged. I was not allowed to speak to a manger and was hung up on by the Customer Service Representative. This company is conducting unethical business and continuously scamming consumers!Desired Settlement: I would like full refund on these unauthorized transactions:

[redacted]

Business

Response:

To Whom It May Concern,

Review: In early July I received a call from my banks fraud department asking me about 2 charges that were attempted on my checking account by using my debit card information. After hearing the charges and what state they were coming from I immediately told them the charges were not something I or my husband authorized. Several days later while checking my online banking I saw those two charges I verified as fraud were allowed to debit my account. I called my bank and the dispute department told me the funds would not be refunded because they discovered I had authorized future monthly purchases. I disagreed and asked for contact information they had back to the vendor. When I called the numbers (888-963-7568 and 888-902-9817) after several minutes into the conversation I discover these charges were tied back to 2 samples I ordered on line in early June. Their representative openly admitted that the 'terms and agreements' were not something that was visible during the ordering process but since I completed the purchase of the samples I actually electronically agreed to the terms and agreements without ever seeing them. If I'm not aware of the terms and agreements how can it be considered I agree. I went back to their website and looked for the terms and agreements and the words 'terms and agreements' are in very small print at the very bottom of the website and you have to open them before they are visible. This is sneaky business.Desired Settlement: I would like a full refund of the two charges. One was for $84.75 and the second for $89.75. This is a total of $212.50Thank you for your time.

Business

Response:

To Whom It May Concern, We have refunded the $89.75 and $84.75 charges. Please look for a credit within 3-5 business days. Kind Regards,Joven Skin Care Support Team

Consumer

Response:

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,

Review: While on the computer saw a trial offer for this skin care items-so I filled out all stuff except credit card info and then changed my mind and erased info-before I knew it a lady called me and convinced me to have this trial since I had nothing to lose-if it didn't work for me I could cancel within the 15 days--well the product came and did not have effects so I called to cancel on day 12-giving myself what I thought was plenty of time--the person that answered the phone said I hadn't called in enough time since the time started on day the order was placed-I never saw anything to that effect and further more it says in their info it takes up to 8 weeks for full effect--so the charges on my card were 89.75 for the face cream and 84.75 for the eye cream.The free trial cost5.94 in shipping-so much for free when they are doing a scam in charging which wasn't what they said.Desired Settlement: I would like them to refund the 174.50 off my credit card bill. I should have not been charged for the free trial which I canceled in plenty of time and only should pay for the shipping which I did.

Business

Response:

To Whom It May Concern, The customer has already initiated a dispute with their bank on June 10, 2015 and June 11th, 2015 for both charges of $89.75 and $84.75. The money has been refunded through that process, so there is nothing further we can do. Please kindly update the complaint and our rating for responding in a timely manner.Kind Regards,Joven Skin Care Support Team

Consumer

Response:

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. In regards to case #[redacted]--haven't heard yet from my bank,but if it is true that they returned the $84 & $ 89 that is good and the case will be closed with a favorable resolution --Thank you for your work.

Regards,

Review: I purchased the product of Joven Skin Serum online in end of February 2015 with the anticipation that I would have a trial period to try this product. Before I received this product and tried the cream, I received another shipment in the mail by end of March 2015 and a charge to my credit card. It was not clear in the advertisement that the products would arrive monthly. So I received another shipment in April 2015. I did not have a good experience with the product and wanted to returned all unopened products. I was told by the customer service person today that I could only return the April shipment since they only permit products returned within 30 days. Again that was news to me. I have purchased similar products through other companies who permit you to return all products even ones that were open. I feel this is a deceptive business with poor advertising practices. They also charge a restocking fee. This product did not live up to the claim in terms of a skin product.Desired Settlement: I would like to return all my unopened products for refunds. I have no desire to use this product since it really did not live up to the predicted and advertised claims.

Business

Response:

[redacted], In regards to Complaint ID: [redacted], the buyer made their first call on May 6th, 2015 and agreed to get a refund minus the restocking fee of $19.95. Her account was cancelled. With that being said, we still issued a full refund of $89.75 to her credit card on May 8th, 2015. We have done our job as a business.Kind Regards,Joven Skin Care Support Team

Consumer

Response:

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,