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Reviews Online Retailer Keranique

Keranique Reviews (119)

We are in receipt of your letter dated May 22, 2014concerning customer, Ms [redacted] S [redacted] Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of thematter, based on the notes in Ms***’s accountsAs an initial matter, pleasenote that we have refunded Ms***’s credit card in the amount of $Ms[redacted] will no longer receive any charges or shipments from our company and heraccounts with us are closedAdditionally, Ms [redacted] may keep the merchandisein her possession without further obligation to make a paymentOur records indicate that, Ms [redacted] placed two orders through our websites, www.getkeranique.comon April 7, 2014, and www.tryhydrolyze.com on April 9, 2014, for the Keranique Hair Rejuvenation System and theHydrolyze Advanced Under Eye FormulaAt the time Ms [redacted] placed herorders, she enrolled in our day Risk-Free Trial programs for Keranique and Hydrolyze and paid a total of $5.94for shipping and processing of the shipmentsIn order for the onlinetransactions to have been processed by our company, Ms [redacted] was required to check off a box which confirmed her acceptanceto the terms and conditions of the Risk-Free TrialsThese terms and conditionsare displayed on the order page where the customer enters their credit cardinformationThe system is set up to reject the orders in the event thecustomer does not click the boxes As per the terms and conditionsof the Risk-Free Trials, Ms [redacted] wasinformed that she would receive a month supply of Keranique, and a monthsupply of Hydrolyze, to try risk-free for daysIn exchange, Ms[redacted] agreed that the credit card she provided wouldautomatically be charged monthly payments of $79.95, the cost of theKeranique, and monthly payments of $69.95, the cost of each jar of Hydrolyze,unless she contacted customer service for return instructions before theexpiration of her day Risk-Free Trial periods and returned the Keranique andHydrolyze as instructedPlease note that we offer our customers “Risk-Free Trials”of our productsThe point of the Risk-Free Trial is to allow the customer totry full size products for a full days so that they can feel and see theresults before they have to make the decision to buy themThese products arenot samples and therefore we inform our customers that they will be responsiblefor the cost of the merchandise unless they return them as instructedIncluded in all of our shipments is an invoice outliningthe specific bill dates and amounts that will be charged to the customer ifthey decide to keep the merchandiseAdditionally, we request that the customercontact our customer service department in the event they wish to obtain returninstructions, thereby ensuring that their package will be properly received andprocessed by our returns department and that they will not be charged for theproducts while their return is in transitOur records indicate that Ms [redacted] did not contactcustomer service at any point during her day Risk-Free Trial periods, nordid we receive a return of the shipments in our returns departmentTherefore,on May 15, and May 17, 2014, we charged Ms [redacted] for her first monthlypayments for the Keranique and Hydrolyze in accordance with the terms andconditions of the Risk-Free TrialsUpon review of Ms***’s account, we see that shecontacted us on May 22, and spoke with one of our customer servicerepresentatives in regards to her accountsThe representative reviewed theterms and conditions that Ms [redacted] agreed to during her initial orders andexplained that, based on these terms and conditions, Ms [redacted] was charged for 1of her monthly payments for both the Keranique and Hydrolyze ordersTherepresentative offered $off the remaining balance for the orders to closeMs***’s accountMs [redacted] agreed to the discount and her credit card wascharged the remaining balance of $However, as a courtesy, towards theend of the call the representative refunded Ms***’s credit card in the amountof $Therefore, Ms [redacted] will no longer receive any charges orshipments from our company and her accounts with us are closedAdditionally, Ms[redacted] may keep the merchandise in her possession without further obligation tomake a paymentThank you for bringing this matter to our attentionWegreatly appreciate the opportunity to clarify this matterWe hope that we haveresolved this complaint to your satisfactionPlease feel free to contact ouroffice if you should have any further questions regarding this account

Dear [redacted] We are in receipt of your letter dated December 7, 2014concerning customer, [redacted] Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of thematter, based on the notes in [redacted] accountAs an initial matter, pleasenote that we have voided the balance of $due on [redacted] account andwe are sending her a check in the amount of $90.20, which constitutes allcharges that she incurred from our company [redacted] will receive this checkwithin to days from the date of this letterAdditionally, [redacted] willno longer receive any charges or shipments from our company and her accountwith us is closedOur records indicate that, [redacted] placed her order through our website, www.getkeranique.com, on June10, for the Keranique Hair Rejuvenation SystemAtthe time [redacted] placed her order, she enrolled in our day Risk-Free Trialprogram for Keranique and paid $forshipping and processing of the shipmentIn order for the online transaction to have beenprocessed by our company, [redacted] wasrequired to check off a box which confirmed her acceptance to the terms andconditions of the Risk-Free TrialThese terms and conditions are displayed onthe order page where the customer enters their credit card informationThesystem is set up to reject the order in the event the customer does not clickthis box As per the terms and conditions of the Risk-FreeTrial, **[redacted] was informed that she would receive a monthsupply of Keranique to try risk-free for daysIn exchange, [redacted] agreed that the credit card she provided wouldautomatically be charged monthly payments of $85.95, the cost of the Keranique,unless she contacted customer service for return instructions before theexpiration of her day Risk-Free Trial period and returned the Keranique asinstructedPlease note that we offer our customers“Risk-Free Trials” of our productsThe point of the Risk-Free Trial is toallow the customer to try full size products for a full days so that theycan feel and see the results before they have to make the decision to buy them.These products are not samples and therefore we inform our customers that theywill be responsible for the cost of the merchandise unless they return them asinstructedIncluded in all of our shipments is an invoice outlining thespecific bill dates and amounts that will be charged to the customer if theydecide to keep the merchandiseAdditionally, we request that the customercontact our customer service department in the event they wish to obtain returninstructions, thereby ensuring that their package will be properly received andprocessed by our returns department and that they will not be charged for theproducts while their return is in transitOur records indicate that [redacted] did not contact customerservice at any point during her day Risk-Free Trial period, nor did wereceive a return of the shipment in our returns departmentTherefore, on August29, 2014, we charged [redacted] for her first monthly payment in accordance withthe terms and conditions of the Risk-Free TrialWhen we attempted to chargethe final scheduled payment, [redacted] credit card did not go throughTherefore, [redacted] account was placed in a delinquent status and as a result, she receiveda non-payment notification letter Upon review of [redacted] account, we see that shecontacted us on August 30, and spoke with one of our customer servicerepresentatives in regards to her accountThe representative reviewed theterms and conditions that [redacted] agreed to during her initial order.However, during the call, the representative, as acourtesy, voided the delinquent balance of $and provided [redacted] with all of the return instructions, including ReturnNumber [redacted] , and advised her that we must receive her return no later than September13, to insure she received a refundAdditionally, the representative sent [redacted] a pre-paid return postage label, free of chargePlease note, to dateour records indicate that we have not received the return shipmentOn September 26, 2014, **[redacted] disputed the charge of $with her banking institutionCompanypolicy dictates that when a customer disputes a charge with their bankinginstitution, we refund the charge until the dispute resolved***’sbanking institution sided with our company and allowed us to recoup the chargeUpon receiving your notice of the claim, we aresending [redacted] a check in the amount of $90.20, which constitutes allcharges that she incurred from our company [redacted] will receive this checkwithin to days from the date of this letterAdditionally, [redacted] willno longer receive any charges or shipments from our company and her accountwith us is closedThank you for bringing this matter to our attentionWe greatlyappreciate the opportunity to clarify this matterWe hope that we haveresolved this complaint to [redacted] and your satisfactionPlease feel freeto contact our office if you should have any further questions regarding thisaccount Sincerely, Adam A**Customer Service Compliance AssociatePhone ( [redacted] Fax [redacted]

We are in receipt of your letter dated February3, concerning customer, Ms [redacted] R [redacted] Upon receipt of your letter,we investigated her claim and below are the facts and our resolution of thematter, based on the notes in MsR [redacted] ’s accountAs an initial matter,please note that we would like to apologize to MsR [redacted] We have voided thebalance of $due on MsR [redacted] ’s account and refunded her credit cardin the amount of $3.95, which constitutes all charges that MsR [redacted] incurred from our companyMsR [redacted] will no longer receive any charges orshipments from our company and her account with us is closedAdditionally, Ms.R [redacted] may keep the merchandise in her possession without further obligationto make a paymentOur records indicate that, MsR [redacted] placed her order through our website, www.getkeranique.com,on January 4, for the Keranique HairRejuvenation SystemAt the time MsR [redacted] placed her order, sheenrolled in our day Risk-Free Trial program for Keraniqueand paid $for shipping and processing of the shipmentIn order for the online transaction to have beenprocessed by our company, MsR [redacted] was required to check off a box which confirmed her acceptance to the termsand conditions of the Risk-Free TrialThese terms and conditions are displayedon the order page where the customer enters their credit card informationThesystem is set up to reject the order in the event the customer does not clickthis box As per the terms and conditions of the Risk-FreeTrial, Ms.R [redacted] was informed that she would receive a 2month supply of Keranique to try risk-free for daysIn exchange, Ms.R [redacted] agreed that the credit card she providedwould automatically be charged monthly payments of $79.95, the cost of the Keranique,unless she contacted customer service for return instructions before theexpiration of her day Risk-Free Trial period and returned the Keranique asinstructedIncluded in all of our shipments is an invoice outlining thespecific bill dates and amounts that will be charged to the customer if theydecide to keep the merchandiseAdditionally, we request that the customercontact our customer service department in the event they wish to obtain returninstructions, thereby ensuring that their package will be properly received andprocessed by our returns department and that they will not be charged for theproducts while their return is in transitUpon review of MsR [redacted] ’saccount, we see that she contacted ourcustomer service department on February 2, 2015, and spoke with one of ourcustomer service representatives in regards to her accountAccording tocompany policy, when a customer calls regarding their account therepresentative is to present the customer all available options regarding theirRisk-Free Trial, which includes providing the customer with return instructionswhen requestedUnfortunately, the representative did not provide Ms.R [redacted] with return instructions when she requestedHowever, the representativedid void the balance due on MsR [redacted] ’s account and informed her that heraccount was closedPlease note that customer service is a top priority of ourcompany, so all of our representatives are trained to speak with customers in arespectful and courteous mannerFurthermore, we would like to assure Ms.R [redacted] that our Quality Assurance department is trained to take theappropriate corrective action necessary when a representative has failed tofollow company policies or protocolUpon receiving your notice of the claim, we refunded Ms.R [redacted] ’s credit card in the amount of $3.95, which constitutes all chargesthat she incurred from our companyMsR [redacted] will no longer receive anycharges or shipments from our company and her account with us is closed.Additionally, MsR [redacted] may keep the merchandise in her possession withoutfurther obligation to make a paymentThank you for bringing this matter to our attentionOnceagain, we sincerely apologize for any inconvenience this may have caused Ms.R [redacted] and greatly appreciate the opportunity to clarify this matterWe hopethat we have resolved this complaint to MsR [redacted] ’s and your satisfaction.Please feel free to contact our office if you should have any further questionsregarding this account

International Hair Institute, LLC[redacted] *** September 9th, [redacted] Revdex.com of New JerseyWhitehorse - Hamilton SqRdSte D5Trenton, NJ Re: Case [redacted] Dear [redacted] We are in receipt of your email dated August 14, concerning customer, Ms [redacted] Upon receipt of your letter, we investigated her claim and below are the facts and our resolution of the matter, based on the notes in Ms [redacted] ’s accountAs an initial matter, please note that we have voided the balance of $due on Ms [redacted] ’s accountMs [redacted] ’s credit card has been refunded in the amount of $plus $for Shipping and Processing, for her Keranique orderThe total refunds mentioned above constitute all the disputed charges that Ms [redacted] incurred from our companyMs [redacted] will no longer receive any charges or shipments from our company and her account with us is closed Our records indicate that Ms [redacted] placed an order on June 20, with one of our sales representatives for the Keranique Piece Kit, comprising shampoo, conditioner, hair regrowth treatment, volumizing spray and a comb (“Keranique Kit”)At the time Ms [redacted] placed her order, she enrolled in our day Risk-Free Trial offer for product and paid $for the shipping and processing of the shipmentWe train all sales representatives to read from an approved script verbatim to ensure that the terms and conditions of an offer are communicated clearly and correctly to the customerThe representative also offers the customer a number of different buying options so that the customer can choose the option that best suit her needsAfter these terms and conditions are read, the representative must obtain a clear verbal acceptance from the customer to process the orderThe representative will not process the order if the customer either declines the trial offer or fails to issue a response to the offerAll sales confirmation calls are recorded and archived to ensure complianceAfter reviewing the recording of the call placed by Ms [redacted] , we confirmed that she accepted the “Try It Before You Buy It” offer of product by verbally agreeing to the terms and conditions of the Risk-Free TrialAs per the terms and conditions read during the initial sales call, our sales representative informed Ms [redacted] that she would receive a two month supply (Keranique Kit) of product to try Risk-Free for daysIn exchange, Ms [redacted] agreed to be charged monthly payments of $79.95, the cost of each Keranique Kit, unless she contacted customer service for return instructions before the expiration of their day trial period and returned the Keranique Kit as instructedLastly, Ms [redacted] was informed that she would receive one new Keranique Kit every days unless she contacted our customer service department to remove her account from the Beauty Auto-Shipment ProgramA customer is also removed from the Beauty Auto-Shipment Program if they return the Risk-Free Trial merchandise or any subsequent auto-shipments to our warehouseAs per the terms and conditions of the Risk-Free Trial, Ms [redacted] was informed that she would receive the Keranique Kit to try risk-free for daysIn exchange, Ms [redacted] agreed that the credit card she provided would automatically be charged monthly payments of $79.95, plus a small shipping and processing fee of $for the Keranique Kit unless she contacted customer service for return instructions before the expiration of her day Risk-Free Trial period and returned the products as instructedPlease note that we offer our customers “Risk-Free Trials” of our productsThe point of the Risk-Free Trial is to allow the customer to try full size products for a full days so that they can feel and see the results before they have to make the decision to buy themThese products are not samples and therefore we inform our customers that they will be responsible for the cost of the merchandise unless they return them as instructedIncluded in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer in the case that they decide to keep the merchandise Additionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transitWhen a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request that they obtain a Delivery Confirmation Number as proof of the returnWe also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns department Upon review of Ms [redacted] ’s account, we see that she contacted us on July 18, and spoke with one of our customer service representatives in regards to her accountDuring that call, the representative provided Ms [redacted] with all of the return instructions, including Return Number [redacted] , and advised her that we must receive her return no later than August 1, to avoid future chargesOur records indicate that Ms [redacted] did not contact customer service again, nor did we receive a return of the shipment in our returns departmentTherefore, on August 8, 2014, we charged Ms [redacted] for her first monthly payment of $in accordance with the terms and conditions of the Risk-Free TrialOn August 13, a credit of $was refunded back to Ms [redacted] ’s credit card comprising the first payment of the Keranique Kit and the shipping and processing fee Ms [redacted] will no longer receive any charges or shipments from our company and her account with us is closed Ms [redacted] stated in her complaint that she was dissatisfied with the customer service she received from the representative she spoke with on July 18, Please note that we train all of our customer service representatives to be professional and courteous with all of our customersProviding outstanding customer service is a top priority of our company, so we take complaints of this nature very seriouslyOur Quality Assurance department has the ability to pull and review all customer service calls and will take appropriate remedial action, when necessary, to ensure the ongoing satisfaction of our customers, and will do so in relation to this call We hope that we have resolved this complaint to Ms [redacted] ’s and your satisfactionThank you for bringing this matter to our attentionWe do apologize for any inconvenience this may have caused Ms [redacted] and greatly appreciate the opportunity to clarify this matterIn our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters Please feel free to contact our office if you should have any further questions regarding this account Sincerely, [redacted] Paralegal [redacted] *** [redacted] ***

Urban Nutrition, LLCPOBox 310Hoboken, NJ 9/29/ We are in receipt of your letter dated September 15th, concernin [redacted] customer, your client, Ms [redacted] Upon receipt of your letter, we investi*ated her claim and below are the facts as well as our resolution of the matter based on the notes in Ms [redacted] account As an initial matter, please note that we contacted Ms [redacted] by phone on September 24th, and informed her that we refunded $for the Shippin [redacted] and Processin [redacted] char*e, to*ether with $cents for the sales tax char*ed, and her account with us is closedMs [redacted] stated that she was satisfied with the resolution and considers this matter closedOur records indicate that Ms [redacted] initially placed the order on July 31, with our customer service representative At the time Ms [redacted] placed her order, she enrolled in a day risk free trial offer for a month supply kit of Keranique At the time of her order she paid $total for the shippin [redacted] and processin*, and sales tax for the orderThe terms, Shippin [redacted] and Processin*, order char*e, payment dates, as well as all other conditions that were also listed in the invoice which was included in the order Ms [redacted] received on Monday Au*ust 4, accordin [redacted] to the U.S.P.Strackin [redacted] number linked to her order We train all customer service representatives to read from an approved script verbatim to ensure that the terms and conditions of an offer are communicated clearly and correctly to the customerThe representative also offers the customer a number of different buyin [redacted] options so that the customer can choose the option that best suit her needsAfter these terms and conditions are read, the representative must obtain a clear verbal acceptance from the customer to process the orderThe representative will not process the order if the customer either declines the trial offer or fails to issue a response to the offer All sales confirmation calls are recorded and archived to ensure complianceAs per the terms and conditions read durin [redacted] the initial sales call, our customer service a*ent informed Ms [redacted] that she would receive a month supply kit of Keranique to try risk free for days In exchan*e, Ms [redacted] a*reed to be char*ed monthly payments of $79.95, the cost of the product, unless she contacted customer service for return instructions before the expiration of her day trial period and returned the product as instructedLastly, Ms [redacted] was informed that she would receive a new month supply of Keranique every days unless she contacted our customer service department to remove her account from the Beauty Auto-Shipment Pro*ram or for return instructions of her ori*inal order within the days A customer is also removed from the Beauty Auto-Shipment Pro*ram if they return the merchandise or any subsequent auto-shipments to our warehouse Please note that we offer our customers a “day risk free trial” of our products whenever they choose that particular offer such as Ms [redacted] chose The point of the “day risk free trial” is to allow the customer to try our products for a full days so that they can feel and see the results before makin [redacted] the decision to keep the products past days or return them to avoid bein [redacted] char*ed further These products are not samples and therefore we inform our customers that they will be responsible for the future char*es to be paid on the merchandise if kept past the daysIncluded in all of our shipments is an invoice outlinin [redacted] the specific bill dates and amounts that will be char*ed to the customer if they decide to keep the merchandiseAdditionally, we request that the customer contact our customer service department in the event that they wish to obtain return instructions, thereby ensurin [redacted] that their packa*e will be properly received and processed by our returns department and that they will refunded for the paid amount of their products once our warehouse receives themWhen a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, throu*h the United States Postal Service (USPS) and request that they obtain a Delivery Confirmation Number as proof of the returnWe also provide the customer with a return number to put on the outside of their packa*e when they call for return instructions to ensure expedited processin [redacted] with our returns department Upon review of Ms [redacted] account, we see that she called in on Au*ust 25, and spoke with one of our customer service representatives in re*ards to her accountDurin [redacted] this call, Ms [redacted] indicated she had returned her order to our warehouse on September 2, Accordin*ly she was not char*ed for the cost of the products Our company policy dictates that we immediately refund the product value or void any account balance of a customer who calls or e-mails our customer service department and claims that they have returned the products to our company as instructed We encoura*e our customers to obtain a Delivery Confirmation Number as proof of the return so that we may more efficiently locate their shipment; this policy applies re*ardless of whether or not the customer is able to provide us with a delivery confirmation number Thank you for brin*in [redacted] this matter to our attentionWe do apolo*ize for any inconvenience this may have caused Ms [redacted] and *reatly appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to Ms [redacted] satisfaction as well as yoursPlease feel free to contact our office if you should have any further questions re*ardin [redacted] this account

We are in receipt of your letter dated February 9, 2015concerning customer, Ms [redacted] Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of thematter, based on the notes in Ms [redacted] ’s accountAs an initial matter,please note that we have voided the balance of $due on Ms [redacted] ’s accountand refunded her credit card in the amount of $251.75, which constitutes allcharges that Ms [redacted] incurred from our companyMs [redacted] will no longerreceive any charges or shipments from our company and her account with us isclosedOurrecords indicate that, Ms [redacted] placed her order throughour website, www.getkeranique.com, on October 25, 2014for the Keranique Hair Rejuvenation SystemAt the time Ms [redacted] placed her order, she enrolled in our day Risk-Free Trial program for Keranique and paid $for shipping and processingof the shipmentIn order for the online transaction to have been processed by ourcompany, Ms.Turner was required to check off a box whichconfirmed her acceptance to the terms and conditions of the Risk-Free Trial.These terms and conditions are displayed on the order page where the customerenters their credit card informationThe system is set up to reject the orderin the event the customer does not click this box As per the terms and conditions of the Risk-Free Trial, Ms [redacted] was informed that she would receive a month supply of Keraniqueto try risk-free for daysIn exchange, Ms [redacted] agreed that the credit card she provided wouldautomatically be charged monthly payments of $79.95, the cost of the Keranique,unless she contacted customer service for return instructions before theexpiration of her day Risk-Free Trial period and returned the Keranique asinstructedLastly, Ms [redacted] was informed that she would receive a new month supplyevery days unless she contacted our customer service department to remove heraccount from the Beauty Auto-Shipment ProgramA customer is also removed fromthe Beauty Auto-Shipment Program if they return the Risk-Free Trial merchandiseor any subsequent auto-shipments to our warehousePlease note that we offer our customers“Risk-Free Trials” of our productsThe point of the Risk-Free Trial is toallow the customer to try full size products for a full days so that theycan feel and see the results before they have to make the decision to buy them.These products are not samples and therefore we inform our customers that theywill be responsible for the cost of the merchandise unless they return them asinstructedIncluded in all of our shipments is an invoice outlining thespecific bill dates and amounts that will be charged to the customer if theydecide to keep the merchandiseAdditionally, we request that the customercontact our customer service department in the event they wish to obtain returninstructions, thereby ensuring that their package will be properly received andprocessed by our returns department and that they will not be charged for theproducts while their return is in transitUpon review of Ms [redacted] ’saccount, we see that she contacted ourcustomer service department on November 24, 2014, and spoke with one of ourcustomer service representatives in regards to her accountDuring the call, asa courtesy the representative extended Ms [redacted] ’s trial date to allow her more time to use the product, and informed herthat her trial now ended on January 3, Unfortunately, during the call therepresentative failed to adjust Ms [redacted] ’s Beauty Auto-ShipmentProgramTherefore, on December 26, a second shipment of Keranique was sent to Ms [redacted] Our records indicate that Ms [redacted] did not contactcustomer service again at any point during her adjusted day Risk-Free Trialperiod, nor did we receive a return of the shipment in our returns department.Therefore, we charged Ms [redacted] for her monthly payments in accordance withthe terms and conditions of the Risk-Free Trial for the October 25, 2015shipmentAdditionally, on Ms [redacted] was charged for the first scheduledpayment, on February 2, 2015, for the December 26, shipmentOn February 8, 2015, Ms [redacted] contacted our customerservice department and spoke with another one of our customer servicerepresentativesDuring the call, Ms [redacted] informed the representative thatshe returned the December 26, shipmentThe representative voided thebalance of $due on Ms [redacted] ’s account and refunded her credit card inthe amount of $79.95, for the February 2, chargeUpon receiving your notice of the claim, we refunded Ms.Turner’s credit card the remaining amount of $171.80, which constitutes allcharges that she incurred from our companyMs [redacted] will no longer receiveany charges or shipments from our company and her account with us is closedThankyou for bringing this matter to our attentionWe do apologize for anyinconvenience this may have caused Ms [redacted] and greatly appreciate theopportunity to clarify this matterWe hope that we have resolved thiscomplaint to Ms [redacted] ’s and your satisfactionPlease feel free to contactour office if you should have any further questions regarding thisaccount

We are in receipt of your letter dated July 1, 2015, concerning customer, Ms [redacted] Upon receipt of your letter, we investigated Ms [redacted] ’s claim and below are the facts as well as our resolution of the matter based on the notes in Ms [redacted] ’s account As a measure of good faith, on July 9, we refunded Ms [redacted] ’s credit card in the amount of $129.90, which constitutes all the charges that Ms [redacted] incurred from our company for products purchasedMs [redacted] may keep the products in her possession without further obligation to make a payment Ms [redacted] ’s account has been cancelled.Our records indicate Ms [redacted] placed her order through our website, www.getkeranique.com, on April 22, for the Keranique Hair Rejuvenation System (the “System”) At the time Ms [redacted] placed her order, she enrolled in our day Risk-Free Trial program for System and paid $3.95, for shipping and processing of the shipment.In order for the online transaction to have been processed by our company, Ms [redacted] was required to check off a box which confirmed her acceptance to the terms and conditions of the Risk-Free TrialThese terms and conditions are displayed on the order page where the customer enters their credit card informationThe system is set up to reject the order in the event the customer does not click this boxPer the terms and conditions of the Risk-Free Trial, Ms [redacted] was informed that she would receive a full size System to try risk-free for daysIn exchange, Ms [redacted] agreed that the credit card she provided would automatically be charged monthly payments of $79.95, the cost of the System, unless she contacted customer service for return instructions before the expiration of her day Risk-Free Trial period and returned the System as instructed Ms [redacted] was informed she would receive a new System every months unless she contacted our customer service department to remove her account from the Beauty Auto-Shipment ProgramA customer is also removed from the Beauty Auto-Shipment Program if they return the Risk-Free Trial merchandise or any subsequent auto-shipments to our warehouse.Please note that we offer our customers “Risk-Free Trials” of our productsThe benefit of the Risk-Free Trial is to allow the customer to try full size products for a full days so that they can feel and see the results before they have to make the decision to buy themThese products are not samples and therefore we inform our customers that they will be responsible for the cost of the merchandise unless they return them as instructed Included in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandise that was shipped out to them past the day trial period Additionally, we request that the customer contact our customer service department in the event that theywish to obtain return instructions or have any questions, thereby ensuring that their package will be properly received and processed by our returns departmentand that they will not be charged for the products while their return is in transitWhen a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request that they obtain a Delivery Confirmation Number as proof of the returnWe also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns departmentOur records indicate that Ms [redacted] did not contact customer service at any point during her day Risk-Free Trial period, nor did we receive a return of the shipment in our returns departmentTherefore, in accordance with the terms and conditions of the Risk-Free Trial, on June 1, 2015, Ms [redacted] was charged for her first payment and her account was set up on the Beauty Auto-Shipment Program In review of Ms [redacted] ’s account, we see that Ms [redacted] contacted our customer service department on June 1, According to the notes in the account, therepresentative offered Ms [redacted] the System at a discounted the price of $49.95, which MsVan Diver accepted A second shipment of the System was shipped toMs [redacted] on June 21, On June 25, Ms [redacted] , contacted our customer service department during that call, at the request of Ms [redacted] , the representative removed Ms [redacted] ’s account from the Beauty Auto-Shipment Program and provided Ms [redacted] with the return instructions (including Return Number 3524538), and advised Ms [redacted] that we must receive her return no later than July 10, 2015, to avoid future charges On June 30, our return department received and processed Ms [redacted] ’s return The open balance on Ms [redacted] ’s account was cleared As a measure of good faith, on July 9, we refunded Ms [redacted] ’s credit card in the amount of $129.90, which constitutes all the charges that Ms [redacted] incurred from our company for products purchased Ms [redacted] ’s account has been cancelled Ms [redacted] may keep the products in her possession without further obligation to make a paymentThank you for bringing this matter to our attentionWe apologize for any inconvenience this may have caused Ms [redacted] and greatly appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to Ms [redacted] ’s and your satisfactionPlease feel free to contact our office if you should have any further questions regarding this account

Good Morning, Please see attached response to the complaint of [redacted] *** Please let us know if you need anything further

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me [redacted] ***

Good Afternoon, Please see attached response to the complaint of [redacted] Please feel free to contact us if you have any additional questions or concernsThank you

Good Afternoon, Please see attached response to the complaint of [redacted] If you need anything further, please feel free to contact us Thank you, Jim

We are in receipt of your letter dated concerning customer, Ms [redacted] Upon receipt of your letter, we investigated her claim and beloware the facts as wells as our resolution of the matter based on the notes in Ms [redacted] ’s account As an initial matter, please note that we issued a credit to Ms [redacted] ’s credit card in the amount of $119.90, on March 7, which constitutes charges that Ms [redacted] incurred from our company.Our records indicate that Ms [redacted] placed her order through our website, www.getkeranique.com, on March 3, for the piece Keranique Kit (“the Kit”) and selected the “Upfront Payment” option Under the Upfront Payment option our customers pay for a month supply upfront in exchange for a discount off the product priceAnd like all of our trial offers, the “Upfront Payment” offer comes with our day Bottom of the Jar GuaranteeThis means that the customer can contact our customer service department within days of receipt of the shipment and return the merchandise as instructed to receive a full refund of their product purchase price, less shipping and processing and return postage fees.In order for the online transaction to have been processed by our company, Ms [redacted] was required to check off a box which confirmed her acceptance to the terms and conditions of the offerThese terms and conditions are displayed on the order page where the customer enters their credit card informationThe system is set up to reject the order in the event the customer does not click this boxPlease note while do we offer Risk-Free Trials Ms [redacted] selected the Upfront Payment option opposed to the Risk-Free TrialMs [redacted] never was part of our Risk-Free Trial programUpon review of Ms [redacted] ’s account, we see that she contacted us on March 7, and spoke with one of our customer service representatives in regard to heraccount During the same call the representative refunded Ms [redacted] ’s credit card in the amount of $which constitutes charges that Ms [redacted] incurred from our companyOn March 10, Ms [redacted] contacted us and spoke with one of our customer service representatives regarding returning the shipment The representative advised Ms [redacted] everything is clear and Ms [redacted] may keep the merchandise in her possession without further obligationMs [redacted] stated in her complaint that she was dissatisfied with the customer service she received from the representative with whom she spoke Please note that customer service is a top priority of our company, so all of our representatives are trained to speak with customers in a respectful and courteous mannerFurthermore, we would like to assure Ms [redacted] that our Quality Assurance department is trained to take the appropriate corrective action necessary when a representative has failed to follow company policies or protocol.To address Ms [redacted] ’s query in regard to a $shipping and processing charge for the product at the time of order There was only a $authorization, not a charge, for shipping and processing placed on Ms [redacted] credit cardThis shipping & processing amount was reversed when the transaction was cancelled on March 3, Ms [redacted] may confirm this with her bank.Thank you for bringing this matter to our attentionWe do apologize for any inconvenience this may have caused Ms [redacted] and greatly appreciate theopportunity to clarify this matterWe hope that we have resolved this complaint to Ms [redacted] ’s and your satisfactionPlease feel free to contactour office if you should have any further questions regarding this account

[A default letter is provided here which indicates your acceptance of the business's response If 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

Dear [redacted] , We are in receipt of your letter dated April 24, 2014concerning customer, [redacted] Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of thematter, based on the notes in the accounts under *** ***’s nameAs an initialmatter, please note that we would like to apologize to [redacted] for anyinconvenience this may have causedWe have voided the balance of $dueon the accounts under [redacted] ***’s name and refunded her credit card in theamount of $293.67, which constitutes all charges that [redacted] incurred fromour company [redacted] will no longer receive any charges or shipments from ourcompany and her account with us is closedAdditionally, [redacted] may keep themerchandise in her possession without further obligation to make a paymentUpon review of our system, our records indicate that fiveorders were placed, at separate dates, through various websites of oursOn March12, an order was placed for a day Risk-Free Trial of our Miracle SkinTransformer and Hydroxatone Second Wrinkle ReducerOn April 14, anorder was placed for a day Risk-Free Trial of our Keranique HairRejuvenation SystemOn April 22, an order was placed for a dayRisk-Free Trial of our Hydroxatone BB Cream and Hydroxatone Am/Pm Anti-WrinkleComplexAll the orders were submitted under the name Janice [redacted] with thefollowing billing/shipping address: [redacted] At the time of the orders, the customer enrolled in our“Try It Before You Buy It” Risk-Free Trial program for the products listedabove and paid a total of $for shipping and processing of the shipments.At the time, there was nothing to suggest that the orders were placedfraudulently, so the Risk-Free Trials were processed and shipped like allothersPlease note that we offer our customers “Risk-Free Trials”of our productsThe point of the Risk-Free Trial is to allow the customer totry full size products for a full days so that they can feel and see theresults before they have to make the decision to buy themThese products arenot samples and therefore we inform our customers that they will be responsiblefor the cost of the merchandise unless they return them as instructedIncluded in all of our shipments is an invoice outliningthe specific bill dates and amounts that will be charged to the customer ifthey decide to keep the merchandiseAdditionally, we request that the customercontact our customer service department in the event they wish to obtain returninstructions, thereby ensuring that their package will be properly received andprocessed by our returns department and that they will not be charged for theproducts while their return is in transitOur records indicate that the customer did not contactcustomer service at any point during her day Risk-Free Trial period for theMarch 12, shipments, nor did we receive a return of the shipments in ourreturns departmentTherefore, we charged the credit card for the monthlypayments in accordance with the terms and conditions of the Risk-Free TrialUpon review of the accounts in [redacted] ***’s name, we see that she contactedour customer service department on April 29, 2014, and spoke with one of ourcustomer service representatives in regards to the accountsDuring that call, [redacted] informed the representative that she did placethe April 14, order of Keranique, but did not place the March 12, orthe April 22, ordersDuring the call, one of our supervisors voided theremaining balance due on the accounts in the amount of $and refunded thecredit card in the amount of $Upon receiving your notice of the claim, we refunded [redacted] credit card in the amount of $13.87, which constitutes all charges that sheincurred from our company [redacted] will no longer receive any charges orshipments from our company and her accounts with us are closedAdditionally, [redacted] may keep the merchandise in her possession without further obligation tomake a paymentThank you for bringing this matter to our attentionWealso wish to advise you that we are trying to implement effective fraud filtersto prevent this type of fraud from occurringUnfortunately, it is a byproductof the internet and both consumer and companies like ours are the [redacted] Onceagain, we sincerely apologize for any inconvenience or confusion this may havecaused [redacted] and greatly appreciate the opportunity to clarify this matter.Please feel free to contact our office if you should have any further questionsregarding these accounts Sincerely, [redacted] ***Customer Service Compliance AssociatePhone [redacted] Fax ( [redacted]

We are in receipt of your letter dated April 22, 2015, concerning customer, Ms [redacted] Upon receipt of your letter, we investigated Ms [redacted] inquiry and below our resolution of the matter A refund check in the amount of $167.85, was approved, is in process of being issued, and is scheduled to be sent to Ms [redacted] on May 8, Customer experience is a top priority of our company; our representatives are trained to speak with customer in a respectful and courteous manner and to followcompany policies and protocol We would like to assure Ms [redacted] that our Quality Assurance department takes the appropriate corrective action necessary when a representative has failed to meet company standards in any or all of these areas.We apologize for the delay in the processing of Ms [redacted] refund check and any subsequent inconvenience this may have caused Ms [redacted] may contact me directly does not if she does not receive her refund check by May 15, Thank you for bringing this matter to our attention We appreciate the opportunity to clarify this matter and hope that we have resolved this complaint to Ms [redacted] and your satisfactionPlease feel free to contact our office should you have any further questions regarding this account

Good Afternoon, Please see attached response to the complaint of [redacted] If you need anything further, please feel free to contact usThank you, Jim

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: 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, [redacted]

Good Afternoon, Please see the attached response to the complaint of [redacted] If you need anything further, please feel free to contact us Thank you, Jim

, We are in receipt of your letter dated April 9, concerning customer, Ms [redacted] Upon receipt of your letter, we investigated her claim and below are the facts and our resolution of the matter, based on the notes in Ms [redacted] ’s accountAs an initial matter, please note that we have voided the balance of $due on Ms [redacted] ’s account and are sending her a check in the amount of $257.70, which constitutes all charges that she incurred from our companyMs [redacted] will receive this check within to days from the date of this letterAdditionally, Ms [redacted] will no longer receive any charges or shipments from our company and her account with us is closed Our records indicate that Ms [redacted] initially called and placed an order on December 26, with our automated voice response system (“IVR System”)At the time Ms [redacted] placed her order, she enrolled in the day Risk-Free Trial program for our Keranique Hair Rejuvenation System and paid $for shipping and processing of the shipment Our IVR System has the advantage of ensuring consistency in that a customer cannot accept an offer until the terms and conditions are first read by the system verbatim After the terms and conditions are read, the system needs verbal acceptance from the customer to process the orderThe system will not process an order if the customer either declines the trial offer or fails to provide a response to the offer All sales confirmation calls are recorded and archived to ensure complianceAfter reviewing the recording of the call placed by Ms [redacted] , we confirmed that she accepted the “Try It Before You Buy It” offer of Keranique by verbally agreeing to the terms and conditions of the Risk-Free Trial As per the terms and conditions read during the initial sales call, our IVR System informed Ms [redacted] that she would receive a month supply of Keranique to try Risk-Free for daysIn exchange, Ms [redacted] agreed to be charged monthly payments of $79.95, the cost of the Keranique, unless she contacted customer service for return instructions before the expiration of her day trial period and returned the Keranique as instructedLastly, Ms [redacted] was informed that she would receive a new month supply of Keranique every days unless she contacted our customer service department to remove her account from the Beauty Auto-Shipment ProgramA customer is also removed from the Beauty Auto-Shipment Program if they return the Risk-Free Trial merchandise or any subsequent auto-shipments to our warehouse Please note that we offer our customers “Risk-Free Trials” of our productsThe point of the Risk-Free Trial is to allow the customer to try full size products for a full days so that they can feel and see the results before they have to make the decision to buy themThese products are not samples and therefore we inform our customers that they will be responsible for the cost of the merchandise unless they return them as instructed In addition to the offer for Keranique, our IVR System offered Ms [redacted] a month membership in our Beauty Advisor ProgramWhen extending this offer, the system informs the customer of all the terms and conditions related to the Beauty Advisor ProgramThe $monthly Beauty Advisor membership is automatically discounted from the initial trial order before appearing on the customer’s next two credit card statementsThe customer must verbally accept this membership offer in order for the system to enroll the customer in the programFinally, after accepting this offer, Ms [redacted] was offered a Beauty Dollar certificate valued at $and redeemable on our website, for a shipping and processing fee of $According to our records, Ms [redacted] accepted this offer as well Included in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandise Additionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transit Our records indicate that Ms [redacted] did not contact customer service at any point during her day Risk-Free Trial period, nor did we receive a return of the shipment in our returns departmentTherefore, we charged Ms [redacted] for her monthly payments in accordance with the terms and conditions of the Risk-Free TrialIn the meantime, because Ms [redacted] ’s account had been set up for the Beauty Auto-Shipment Program, and because she didn’t call to cancel her account from the Beauty Auto-Shipment Program or return any of the merchandise to our warehouse, a second shipment of Keranique was sent to Ms [redacted] on February 28, On March 3, 2014, our customer service department received an e-mail from Ms [redacted] requesting to cancel her account from any further shipments or chargesOn March 4, we responded to Ms [redacted] ’s e-mail with all of the return instructions for the February 28, shipment of Keranique, including Return Number [redacted] , and advised her that we must receive her return no later than March 18, to avoid future charges for the shipmentHowever, our records indicate that we did not receive a return of the shipment in our returns departmentTherefore, on April 6, 2014, we charged Ms [redacted] for her first monthly payment in accordance with the terms and conditions Upon receiving your notice of the claim, we voided the balance of $due on Ms [redacted] ’s account and are sending her a check in the amount of $257.70, which constitutes all charges that she incurred from our companyMs [redacted] will receive this check within to days from the date of this letter Additionally, Ms [redacted] will no longer receive any charges or shipments from our company and her account with us is closed Thank you for bringing this matter to our attentionWe do apologize for any inconvenience this may have caused Ms [redacted] and greatly appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to Ms [redacted] ’s and your satisfactionPlease feel free to contact our office if you should have any further questions regarding this account

We are in receipt of your letter dated December 31, 2014concerning customer, Ms. [redacted] . Upon receipt of your letter, weinvestigated his claim and below are the facts and our resolution of thematter, based on the notes in Mr. [redacted] ’s account. As an initial... matter,please note that we have refunded his credit card in the amount of $161.13. Our records indicate that, Mr. [redacted] placed his order through our website, www.getkeranique.com,on December 16, 2014 for the Keranique HairRejuvenation System. At the time Mr. [redacted] placed his order, heenrolled in our 30 day Risk-Free Trial program for Keranique and paid $4.24 forshipping and processing of the shipment. Additionally, Mr. [redacted] placed anorder for the 30 day Risk-Free Trial program for Bellaplex and paid $2.14 forshipping and processing of the shipment. In order for the online transaction to have beenprocessed by our company, Mr. [redacted] wasrequired to check off a box which confirmed his acceptance to the terms andconditions of the Risk-Free Trial. These terms and conditions are displayed onthe order page where the customer enters their credit card information. Thesystem is set up to reject the order in the event the customer does not clickthis box. As per the terms and conditions of the Risk-FreeTrial, Mr.Jaswal was informed that he would receive a 2 monthsupply of Keranique, and 2 bottles of Bellaplex,to try risk-free for 30 days. In exchange, Mr. [redacted] agreed that the credit card he provided wouldautomatically be charged 2 monthly payments of $85.94, the cost of the Keranique, and 2 monthly payments of $75.19, the cost of each bottleof Bellaplex, unless he contacted customer service for return instructionsbefore the expiration of his 30 day Risk-Free Trial period and returned the Keranique and Bellaplex as instructed. Please note that we offer our customers“Risk-Free Trials” of our products. The point of the Risk-Free Trial is toallow the customer to try full size products for a full 30 days so that theycan feel and see the results before they have to make the decision to buy them.These products are not samples and therefore we inform our customers that theywill be responsible for the cost of the merchandise unless they return them asinstructed. Included in all of our shipments is an invoice outlining thespecific bill dates and amounts that will be charged to the customer if theydecide to keep the merchandise. Additionally, we request that the customercontact our customer service department in the event they wish to obtain returninstructions, thereby ensuring that their package will be properly received andprocessed by our returns department and that they will not be charged for theproducts while their return is in transit. Upon review of Mr. [redacted] ’s account, we see that hecontacted us on December 31, 2014 and spoke with one of our customer servicerepresentatives in regards to his account. The representative reviewed theterms and conditions that Mr. [redacted] agreed to during his initial order. Therepresentative offered Mr. [redacted] a 50% discount off the price of the Keraniqueand Bellaplex. Mr. [redacted] agreed to the discount and his credit card wascharged $85.94 for the Keranique and $75.19 for the Bellaplex order, and hisaccount was closed. On January 5, 2015, Mr. [redacted] contacted us and spoke withone of our custumer service supervisors in regards to his account. As acourtesy, the supervisor refunded Mr. [redacted] ’s credit card in the amount of $161.13. Thank you for bringing this matter to our attention. We doapologize for any inconvenience this may have caused Mr. [redacted] and greatlyappreciate the opportunity to clarify this matter. We hope that we haveresolved this complaint to Mr. [redacted] ’s and your satisfaction. Please feel freeto contact our office if you should have any further questions regarding thisaccount.

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