JRM Marketing Solutions

[redacted] ordered our product on the website on 1/19/15.  Both on the website (attached) and on the packing slip (also attached) that comes with the product, terms and conditions state, This is a 14 Day Trial, customer must call to cancel or return product within that 14 Day period or...

they will be charged for that product.  The customer did not call, therefore she was charged.  She did call on 2/6, after she was charged.  She cancelled further orders.Our supervisor called the customer today, and she agreed to send the products back for partial refunds.  When we receive the products back, [redacted] will be credited $70.00 and $67.00.  She agreed to this resolution.Thank you.[redacted]

Customer did not call until after the trial period expired. When customer purchased product the terms and conditions were on the website and when he received the product, the terms and conditions were on the packing slip.  Since customer called after the trial expired, if the product is sealed,...

we will make an exception and take it back, but we have to charge a $19.95 restocking fee. Customer must return the product within 30 days and after we receive the product back, the refund takes approximately 10-14 days to process. 

Thank you,

Mrs. [redacted] ordered our product on the internet on 10/25/14.  On the website (attached) and on the packing slip (attached), the terms and conditions are clearly stated.  It says this is a 14 Day Trial.  If the customer does not call to cancel or return the product within the 14 day...

Trial period, they will be charged for that product.  Mrs. [redacted] did not call until after the trial period expired.  Our Customer Service Supervisor called the customer today and she is sending back the product for a full refund, therefore this is resolved.

Ms. [redacted] ordered this product online on 6/1/14.  When she ordered the product on the website (attached) and on the packing slip (also attached) when she received the product, terms and conditions are clearly stated.  It says, This is a 14 Day Trial, the customer must call to cancel or...

return the product within that 14 Day period, or they will be charged for that product.  The website also states, if the customer does not cancel, they will be placed in the autoshipment program.. It is very clearly stated.  Ms. [redacted] says she did not receive a packing slip, which is impossible. It is an automated system.  If there are any packing slips left over, the system automatically shuts down.  Ms. [redacted] did not call to cancel until after she received the autoshipment.  She never asked to return it, or she would have been issued an RMA number to do that. Ms. [redacted] accepted a courtesy refund of $40.00 for this product.  If she was so unhappy, she should not have accepted the refund.  She then went on to dispute the charges with [redacted]. Because she disputed all of the charges, and already received a $40.00 refund, Ms. [redacted] has made a fraudulent claim with [redacted]. At this point, we have no recourse but to deal with [redacted] on this account.Thank you.[redacted]

Ms. [redacted] did not call within the 14 Day Trial Period to cancel.  She says herself that she called on 4/23.  Ms. [redacted] purchased the product on 3/16/14 and was charged for it on 4/2/14, which is actually 18 days later.  She did not call before 4/2, so how can she say she called...

within the 14 Day Trial period??  The terms and conditions were clearly stated on the website (see attached) before she purchased the product and on the packing slip (see attached) when she received the product.  Ms. [redacted] did not call within the time frame, therefore this charge is valid.

Thank you.

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,

with all due respect you are skiriting the primary issue that you have a fraudently decieving website. And I will not drop my dissatisfaction report with the Revdex.com

Ms. [redacted] ordered the products on our website on 12/21/14.  Both on the website (attached) and on the packing slip (also attached), the terms and conditions are clearly stated, in the same font as the entire page.  It states, This is a 14 day trial, the customer must call to cancel or...

return the product within that 14 day period or they will be charged for that product.  The website then states, if the customer does not call to cancel, they will be placed in the autoshipment program.  Since Ms. [redacted] never called to cancel, and never returned the products, the autoshipment was charged and sent.  When Ms. [redacted] talked to our CSR, she was issued 2 RMA numbers to return those products for full refunds.  The original products for which she was charged $89.95 on 1/6 and $65.21 on 1/12 cannot be returned for full refunds because she received them more than 30 days ago. That is why she was only offered partial refunds on those products.  Ms. [redacted] can return the autoshipments for full refunds, and if she calls us, she can return the original products for refunds less the $19.95 restocking fee since we do not have to accept any return over 30 days.Thank you.[redacted]

The reason Mr. [redacted] never received his refunds is because in my response, I had said for Mr. [redacted] to call us so that we can settle this and issue his refunds.  He never contacted us, but I will issue those refunds today.  Mr. [redacted] should be aware that it will take up to 7 business days for him to see the credits on his card. Following are the transactions ID numbers for his refunds.

09/25/2014 10:39am By [redacted] - Refunded - $86.95 Trans-ID: [redacted]

09/25/2014 10:40am By [redacted] - Refunded - $89.95 Trans-ID: [redacted]

Thank you.

[redacted] ordered 2 products on the internet on 11/2/14.  Both on the website (attached) when she ordered the products, and on the packing slip (also attached), when she received the products, terms and conditions state, "This is a 14 Day Trial, the customer must call to cancel or return...

the product within that 14 Day Period, or they will be charged for that product.  It also states, if the customer does not call to cancel, they will be placed on the auto shipment program.  [redacted] never called our office to cancel or return the products.  In fact, when we received this complaint, we called her.  She said she called her bank to dispute the charges, but they could not do anything since the terms and conditions are clearly stated. We are allowing her to return the 2 latest shipments for full refunds.  [redacted] seemed satisfied with this.  Even though the bank refused her, we are willing to help her.Thank you[redacted]

I reviewed Ms. [redacted] account. Both on the website (attached) and on the packing slip (also attached), terms and conditions clearly state that the customer must call to cancel or return the product within the 14 Day Trial period, or they will be charged for that original product and be enrolled in...

the autoshipment program.  In both places, terms and conditions are clearly written in the same size font as the rest of the page. These terms and conditions are not hidden.  Since Ms. [redacted] did not open the products, I left a message for her that she can return the most recent shipments for a full refund on those products. That will be a refund of $89.95 and $86.95.  We cannot take back the original products.  Also, the message states, these products must be sealed in order to receive her refunds. Ms. [redacted] should call our direct line (###-###-####) so that we can resolve this issue with her.Thank you.[redacted]

Mrs. [redacted] ordered 2 products on the internet on 10/25/14.  Both on the website (attached) before she ordered the products, and on the packing slips (attached), when she received the products, the terms and conditions clearly state that this is a 14 day trial. The customer must call to...

cancel, or return the products within that 14 day trial period or they will be charged for that product.  As Mrs. [redacted] says, she was not charged until 18 days later, because we give time for shipping.  Mrs. [redacted] did not call until the 14 day trial period expired, therefore she was charged for the products.  If Mrs. [redacted] would like to call us at ###-###-####, we will issue full refunds if she returns the products.  The terms and conditions were clearly stated in 2 different places, but in order to accommodate the customer, she can call, return the products and will be refunded in full.

On 12/1/14, [redacted] went online and ordered our product. Both on the website, when she ordered it, (attached), and on the packing slip when she received it, (also attached), the terms and conditions clearly state, This is a 14 Day Trial, the customer must call to cancel...

or return the product within the 14 Day Trial Period, or they will be charged for that product.  Also, the customer did receive the product on 12/8/14.  When she read the packing slip, she should have called to cancel or return the product.  Ms. [redacted] did not call until 12/22. On that date, the customer service rep explained the terms and conditions and Ms. [redacted] threatened to put this all over [redacted] and social media and hung up.  She called in again on 12/29 and again said she wanted a refund.  Again, she was told the terms and conditions, but then the customer service rep offered a courtesy discount.  Ms. [redacted] accepted a $50.00 courtesy discount which was credited to her on 12/30.  By accepting the refund, she said she was satisfied.  For her to then file a complaint is both unfair and she also is not truthful in the complaint.  As you can see attached, we disclose the terms and conditions in 2 separate places so that the customer is aware of the charges.  It is not in fine print, as she says.  It is in the same font as the other words on the papers. Our customer service rep never said it was in the fine print, he told her exactly where it was stated.  Because Ms. [redacted] did not read either the website or the packing slip, she cannot fault our company for that.  Ms. [redacted] received a refund of $50.00 even though the 14 Day Trial Period had expired.  Our company did not scam her and she also never disclosed that she received a refund in this complaint.  If she filed a complaint, she should tell the entire scenario, not leave out what shows how we tried to satisfy her.Thank you.[redacted]

I have attached a copy of the packing slip sent with the order.  As you can see, it states "After the 14 Day trial period expires, you can be charged for the product." It also says, " to please call customer service to cancel." It is in black and white that this is a 14 Day Trial. I have also...

attached a copy of the website, page 2, that states, "cancel within 14 days of today to avoid the purchase price of $89.95."  It is also right there in black and white.  I have also attached the notes from Ms. [redacted] account. Nowhere was she told that a refund would take 30 days. By law, we do have 30 days to refund, but as you can see, our rep, [redacted], said to let him know when it is returned. He was going to have this refunded immediately.  Also, there is no reason that the customer paid $10.00 to ship it back.  It cost less than $2.00 to ship it back. If she wanted to send it priority, or another way, that was her decision.  We didn't tell her to do that. In fact, if she kept the original packaging, she would not have had to pay shipping at all. In addition, as per our terms and conditions, the original shipping charge is the responsibility of the customer. We cannot refund that charge whether the customer keeps the product, or returns it. When we get the product back, we will be refunding the $89.95 charge.

Thank you.

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.

This product says it was shipped on 3/17, I called to cancel on 3/28 which is well within the 14 day trial period I was promised. I placed a second call on 4/4 when money for this product was taken out of my bank account after my trial had been cancelled. My first complaint by e-mail was on 4/23, and then on 4/25, and one last chance was given on 4/30. Still no professional resolve was given from this company. 

Regards,

[redacted] purchased this product on 12/1/14. See attached.  On the website, when he purchased the product, it states that unless the customer calls to cancel, they will be placed on the autoshipment program.  See attached.  [redacted] did call on 1/20.  He was issued an RMA...

number to return the product for a full refund.  If he did not return the product within 30 days, he would be charged a restocking fee of 19.95 (deducted from the refund).  If [redacted] had the original packaging, he could have written Return to Sender and sent it back with no postage.  If [redacted] returns the product within 30 days, he will be issued a full refund.Thank you.[redacted]

Customer #[redacted] is one of our customers that did participate in our 14 day trial. The customer was never charged the purchase price of the product because she did call within the allotted time frame of the 14 day trial period. Our Customer service representative explained the process to return the...

remaining pills of the trial because she explained that they were not working for her. Then customer explained irately that she was keeping the remaining pills of the bottle and not sending back that month supply we shipped the customer to try the product for 14 days to see if it works for customer before they purchase the product.  Our customer service representative then explained once more how the trial works. The customer is sent a 30 day month supply of the product and can try the product for the first 14 days to see if the product works for that customer and if they see any results before they purchase the month supply. If the customer calls within the 14 day trial to cancel, then the customer service representative issues that customer an RMA (Return Merchandise Authorization) number and instructions on how the return that 30 day supply with the remaining pills in order not to be charged for the product. We then explained to the customer that she will have 30 days from when the representative issues that RMA to return the product in order not to be charged for that month supply that customer did receive. The customer has not been charged for the month supply because she did call within the trial date and we are still waiting on that customers return bottle that the RMA was issued on 1/27/14. It clearly states in our Terms and Conditions as long as the customer calls within the trial date and returns the 30 day supply of the product the customer will NOT be charged for the product and has participated in the trial.

Ms. [redacted] called on 3/12 to cancel her accounts and return the autoshipments that she received.  We issued her RMA (return) numbers and she returned the 2 autoshipments which she has already been refunded for (see attached account info).  Since she had called to cancel, Ms. [redacted] has...

never been charged and has never received any more product.  Can Ms. [redacted] show us and the [redacted] where she has been charged after 3/12?  I don't think so.  When the customer ordered the product on the internet on 1/21/14, the website clearly states that this is a 14 Day Trial (also attached website terms). It says if you do not call to cancel, you will be placed on the autoshipment program, which since Ms. [redacted] never called to cancel, she was.  When she received the original products, the packing slip (attached) also states the terms that this is a 14 Day Trial. If you do not want to be charged, you must call to cancel.  Ms. [redacted] is responsible for the charge of $89.95 and $86.95 on 2/7/14. She never called to cancel the 14 Day Trial and she did not call within 30 days.  The second charges of $89.95 and $86.95 on 3/3/14, Ms. [redacted] has already been refunded.  In fact, she waited until she was refunded to complain to the [redacted].  Ms. [redacted] has not been charged after 3/3/14 and she has already been refunded what was due to her.  Her account is closed.Thank you.[redacted]

Please be advised that we received Ms. Browns products on 4/11. We tell our customers that it takes between 10-14 business days for them to receive their refund. By law, we have up to 30 days to process a refund. Ms. [redacted] was refunded on 4/24.

04/24/2014 12:28pm By [redacted] S - Refunded ...

- $49.47 Trans-ID: [redacted]

04/24/2014 12:28pm By [redacted] S - Refunded - $47.82 Trans-ID: [redacted]

As you can see, I have attached both a copy of our packing slip and a copy of the second page of our website, both stating the terms and conditions.  Ms. [redacted] called after the 14 days were up and we still allowed her to return the products for refunds, therefore I do not understand what her complaint is. I think that our company did the right thing for her, yet she still complained. 

Thank you.

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. 

Even though I did not agree with their explanation,  I will wait for the business to refund me and, if it does, will consider this complaint resolved.

As I already closed the credit card it charged me, the refund should be in a check payable to [redacted] and mailed to [redacted] St, [redacted].

Thanks for your valuable assistance.

Regards,

As you can see from the attached customer notes, Mr. [redacted] did not call until 2/21/15, the same day the product was delivered, as per USPS delivery confirmation. Mr. [redacted] can call our office to be issued an RMA number to return that product for a full refund.  But to be...

clear, Mr. [redacted] WAS NOT Charged AFTER he called and cancelled.Thank you.[redacted]