Keranique

Keranique's product was listed as a reward, among five or six other items, for taking a surveyKeranique's, among the other free items,was "risk free" so I inferred it also was free.Until later when I read the HYPER FINE PRINTAs it turned out my "risk free sample" cost $And given the time line I am accountable for it Classic lesson learnedBut also perhaps indicative of any other claims by Keranique The cancellation note I sent them to prevent any other deliveries called it a scam; perhaps too strong a term but I certainly am of that feeling along with recognizing my stupidity for being taken advantage of

We are in receipt of your letter dated June 17, 2015, concerning customer, Ms. [redacted] ***. Upon receipt of your letter, we investigated her claim and below are the facts as wells as our resolution of the matter based on the notes in Ms. ***’ account. As an initial matter, we... refunded Ms. ***’ credit card in the amount of $4.23 ($3.95 shipping and processing and .28 sales tax), on June 15, 2015 which constitutes all the charges that Ms. [redacted] incurred from our company.Our records indicate that Ms. [redacted] placed her order through our website, www.getkeranique.com, on June 14, 2015 for the Keranique Hair Rejuvenation System (the “System”). At the time Ms. [redacted] placed her order, she enrolled in our 30 day Risk-Free Trial program for the System and paid $4.23 ($3.95 for shipping and processing plus .28 sales tax) for 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 Trial. These terms and conditions are displayed on the order page where the customer enters their credit card information. The system is set up to reject the order in the event the customer does not click this box. Per the terms and conditions of the Risk-Free Trial, Ms. [redacted] was informed that she would receive the System to try risk-free for 30 days. In exchange, Ms. [redacted] agreed that the credit card she provided would automatically be charged two (2) monthly payments of $79.95, the cost of the System, unless she contacted customer service for return instructions before the expiration of her 30 day Risk-Free Trial period and returned the System as instructed.Please note that we offer customers “Risk-Free Trials” of our products. The benefit of the Risk-Free Trial is to allow the customer to try full size products for afull 30 days so they can feel and see the results before making the decision to purchase. These products are not samples and therefore we inform our customersthat they will be responsible for the cost of the merchandise unless they return them as instructed. Upon review of Ms. ***’ account, we see that she contacted us on June 16, 2015 and spoke with one of our customer service representatives, during the call the representative cancelled Ms. ***’ order(s) (please see below for furtherexplanation) and refunded Ms. ***’ credit card in the amount of $4.23, which constitutes all charges that Ms. [redacted] incurred from our company. Ms. ***’ return was received and processed by our warehouse on June 23, 2015. Ms. ***’ account(s) with us is closed. In regard to, Ms. ***’ query to a $128.29, charge to her credit card. On June 15, 2015 Ms. [redacted] placed another order with our company under a separate account. Ms. [redacted] placed an order for a Keranique full pay item, in which a $128.29, authorization not a charge, was placed on Ms. ***’ credit card. This amount was reversed when the transaction was cancelled on June 15, 2015. Ms. [redacted] may confirm this with her bank. If Ms. *** is unable to confirm this with her bank, please have Ms. [redacted] fax the relevant portion of the credit card statement to my attention and I will investigate. In review of Ms. ***’ accounts it came to our attention, Ms. ***’ has another account with our company, opened on April 14, 2015, under the same 30 day Risk-FreeTrial terms and conditions. The System was shipped but, when we attempted to charge Ms. ***’ credit card, in accordance with the terms and conditions, Ms. ***’ credit card did not go through. This account and its corresponding charges have written off by our company.Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused Ms. [redacted] and greatly appreciate the opportunity to clarify this matter. We hope that we have resolved this complaint to Ms. ***’ and your satisfaction. Please feel free to contact our 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.] 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

Complaint: I am rejecting this response because:I appreciated the quick response of the company and most of what was stated in the letter, but as I read further there are a few things I believe need to be amended Again I must say I NEVER visited the web site to order this product in the first place So to say I "agreed" to the terms on the web site is nothing but inaccurate I do not need this type of product, just ask my personal hairdresserI find it highly suspicious that I used an email that I hardly use, a "dump email" You know that email you have that you give out to stores that want an email to send you coupons or you give out because you don't want to give out your personal email addressSo saying I used/provided that email to order these products, I can say without a doubt that I never visited this website or placed an order The letter from the company states that they only received the one portion of the package back, that the Daily Essentials has not been received This too is incorrect because I have a tracking number from the post office stating that both products were received on the same day! So accusing me of keeping a product infuriates me even more I would be happy to provide you with a copy of the tracking information to help prove my innocence So the "generous" act of them not charging me for this product is in vain Also the "clearing of my account of the remaining balance in good faith" is ridiculous because the cost of returning the products how the company requires, a product that I NEVER ordered in the first place, cost me approximately $ So as I see it, I am still out more money, time and effort than ever beforeThis receipt too can be provided for proof if needed as wellI will be watching my bank account very closely to see if I at least get my $returned, but since I am out more money than that it will do little for my "inconvenience"Sincerely, [redacted]

International Hair Institute LLCPO Box 1366Hoboken, NJ June 15, We are in receipt of your letter dated concerning customer, Ms [redacted] *** Upon receipt of your letter, we investigated her claim and below are the facts as wells as our resolution of the matter based on the notes in Ms***’s account As an initial matter, on June 4, 2015, we issued a refund to Ms***’s credit card in the amount of $79.95, and on June 15, 2015, as a measure of good faith, we further credited Ms***’s credit card in the amount of $79.95, which constitutes all the charges incurred by Ms [redacted] from our company for products purchased Ms [redacted] may keep the merchandise in her possession without any obligation to make a payment, and Ms***’s account has been closedOur records indicate that, Ms [redacted] placed her order through our website, www.getkeranique.com, on March 25, 2015, for the Karanique Hair Rejuvenation System (the “System”) At the time Ms [redacted] placed her order, she enrolled in our day Risk-Free Trial program for product and paid $for shipping and processing of the shipmentIn order for the online transaction to have been processed by our company, Ms*** was required to check off a box which confirmed her acceptance to the terms andconditions of the Risk-Free TrialThese terms and conditions are displayed on 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 click this boxPer the terms and conditions of the Risk-Free Trial, Ms [redacted] was informed that she would receive the System to try risk-free for daysIn exchange, Ms***agreed that the credit card she provided would automatically be charged two (2) monthly payments of $79.95, the cost of the System, unless she contactedcustomer service for return instructions before the expiration of her day Risk-Free Trial period and returned the System as instructed.The benefit of Risk-Free Trial is to allow the customer to try full size products for thirty (30) days so, they can feel and see the results before making the decision to buy themThese products are not samples Customers are informed they are responsible for the cost of the merchandise unless they return them asinstructedIncluded 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 merchandiseAdditionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, ensuring their package will be properly received and processed by our returns department so they will not be charged for the products while their return is in transitWhen a customer calls in forreturn instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request 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 departmentIn review of Ms***’s account, I see that she contacted our customer service department on March 30, 2015, and spoke with one of our customer service representatives in regard to her account According to the notes in the account, the representative canceled Ms [redacted] from receiving any further shipmentsAdditionally, Ms [redacted] agreed to keep the System in her possession at the discounted price of $ On June 2, 2015, due an error Ms***’scredit card was charged in the amount of $ When Ms [redacted] notified our customer service department on June 4, of our error, we immediately refunded Ms***’s credit card the full amount As a measure of good faith, we further credited Ms***’s credit card in the amount of $79.95, which constitutes allthe charges incurred by Ms [redacted] from our company for products purchased Ms [redacted] may keep the merchandise in her possession without any obligation to make a payment, and Ms***’s account has been closed Thank you for bringing this matter to our attentionWe apologize for any inconvenience this may have caused Ms*** and greatly appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to Ms***’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 April 14, concerning customer, Mr*** ***Upon receipt of your letter, we investigated Mr. ***’s claim and below are the facts and our resolution of the matter, based on the notes in Mr***’s account. As a
measure of good faith, please note that we have refunded Mr***’s credit card in the amount of $and waived the open balance on Mr***’s account in the amount of $Mr*** will no longer receive any chargesor shipments from our company and his account with us is canceled.Our records indicate that Mr. *** called to place an order on October 7, with one of our sales representatives for the Keranique Hair Rejuvenation System (the“System”)At the time Mr*** placed his order, he enrolled in our day Risk-Free Trial offer for product and paid $for shipping and processing of the shipment. We 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 herneedsAfter these terms and conditions are read, the representative must obtain a clear verbal acceptance from the customer to process the orderTherepresentative will not process the order if the customer either declines the trial offer or fails to issue a response to the offer.Per the terms and conditions of the Risk-Free Trial, Mr*** was informed that he would receive the System to try risk-free for daysIn exchange, Mr.*** agreed that the credit card he provided would automatically be charged monthly payments of $79.95, the cost of the System, unless he contacted customer service for return instructions before the expiration of his day Risk-Free Trial period and returned the System as instructed.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 themerchandise. 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 they obtain a Delivery Confirmation Number as proof of the returnWe also provide the customer with a Return Number to put on the outsideof their package to ensure expedited processing with our returns department.Our records indicate that Mr*** did not contact customer service at any point during his day Risk-Free Trial period, nor did we receive a return of the shipment in our returns departmentTherefore, on November 14, 2014, we charged Mr*** for his first monthly payment in accordance with the terms and conditions of the Risk-Free Trial Since Mr*** did not call to cancel his account or return any of the merchandise his account, in accordance with the terms and conditions, was set up for the Beauty Auto-Shipment ProgramMr. ***’s second shipment of the System was shipped on December 8, and his third shipment was shipped on February 6, Upon review of Mr***’s account, we see that Mr. *** contacted our customer service department on February 11, and canceled his account. As Mr*** did not return any of the merchandise he continued to receive billing notificationsOn February 13, 2015, when his payment of $was processed Mr***’s credit card did not go through, his account was placed in a delinquent status and as a result, he began to receive non-payment notification letters. From that point forward, Mr***’s credit card was declined. Therefore, Mr***s’ credit card was not charged and no additional products were shipped.Our records indicate Mr*** spoke with a customer service representative on April 22, who provided Mr*** with Return Authorization Number and advised the merchandise would need to be returned by May 6, to avoid future charges. Since, Mr*** stated in his complaint he returned his second shipment (he received in December 2014) we, as a measure of good faith, we have refunded Mr***’s credit card in the amount of $159.90. Likewise in anticipation of the return of the third shipment (he received in February 2015) we have waived the open balance on Mr***’s account in the amount of $Mr*** will no longerreceive any charges or shipments from our company and his account with us is canceled.It should be noted that our efforts to collect on delinquent accounts never include reporting delinquency or charge off information to credit bureausIn addition, because we have waived the balance due on the account, Mr*** will no longer receive non-payment notification letters.Thank you for bringing this matter to our attentionWe do apologize for any inconvenience this may have caused Mr*** and greatly appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to Mr***’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 June 9, concerning customer, Ms* *** ***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***’s accountsAs an initial matter, please note
that we have refunded Ms***’s credit card in the amount of $89.85, which constitutes all the charges that Ms*** incurred from our companyMs*** will no longer receive any charges or shipments from our company and her accounts with us are closed
Our records indicate that Ms*** initially called and placed an order on January 5th, with our automated voice response system (“IVR System”)At the time Ms*** placed her order, she enrolled in our day Risk-Free Trial programs for the Keranique Hair Rejuvenation System and paid a total of $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 verbatimAfter 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
As per the terms and conditions read during the initial sales call, our IVR System informed Ms*** that she would receive a Keranique five piece kit valued at $to try Risk-Free for daysIn exchange, Ms*** agreed to be charged that the credit card she provided would automatically be charged monthly payments of $78.95, the cost of the Keranique kit unless she contacted customer service for return instructions before the expiration of her day trial period and returned the Keranique as instructed
In addition to the offer for Keranique, our IVR System offered Ms*** a 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 customer must verbally accept this membership offer in order for the system to enroll the customer in the programIn accordance with those terms, Ms*** was charged $on January 15th, and February 13th, Both of these charges have now been refunded
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
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 merchandiseAdditionally, 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
Ms*** stated in her complaint that she was dissatisfied with the customer service she received from the representative she spoke with on January 5th, and thereafterPlease 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
*** *** *** *** *** *** ** *** *** ** *** *** *** *** ** *** *** *** ** *** *** ** *** *** *** *** ** *** *** * *** *** ** *** *** *** *** *** *** *** *** *** ** *** *** ** *** *** ** *** *** ** *** ** *** *** ** *** *** *** ** *** *** *** *** ** *** *** *** *** ** *** *** *** ** *** *** *** *** *** *** *** *** ***
Sincerely,
Sarah Henderson
Paralegal
Phone (201) 942-
Fax (201) 221-

We are in receipt of your letter dated July 9, 2015, concerning customer, Ms*** *** Upon receipt of your letter, we investigated Ms***’ claim and
beloware the facts as well as our resolution of the matter based on the notes in Ms. ***’ account. As a measure of good faith, on July 13, we refunded Ms***’ credit card credit card in the amount of $119.90, which constitutes all the charges that Ms*** incurred from our company for products purchased Ms*** may keep the merchandise in her possession without further obligation to make a payment. Ms. ***’ account is closed. Our records indicate that, Ms***’ placed her order through our website, www.getkeranique.com, on May 31, for the Keranique Hair Rejuvenation System (the ‘System”)At the time Ms***’ placed her order, she enrolled in our day Risk-Free Trial program for the System and paid $for shipping and processing of the shipment.In order for the online transaction to have been processed by our company, Ms*** 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 box Per the terms and conditions of the Risk-Free Trial, Ms*** was informed that she would receive the System to try risk-free for daysIn exchange, Ms*** agreed that the credit card she provided would automatically be charged two (2) 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*** was informed she would receive a new System every two (2) 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.The benefit of the Risk-Free Trial is to allow the customer to try full size products for a full thirty (30) days so that they can feel and see the results before making the decision to buy. These products are not samples; customers are informed that they will be responsible for the cost of the merchandise unless it is returned 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 merchandiseAdditionally, 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 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 ensureexpedited processing with our returns department Our records indicate that Ms*** 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, on July 8, 2015, we charged Ms*** for her first monthly payment in accordance with the terms and conditions of the Risk-Free Trial. In review of Ms***’ account, we see that Ms***’ contacted our customer service department on July 8, 2015. According to the notes in the account, Ms.***’ desired to return the System, but was several days past the Risk Free Trial period. As an alternate resolution, our customer service representative offered to discount the second payment and Ms*** agreed to make the second payment at a discounted rate of $ As a measure of good faith, on July 13, we refunded Ms. ***’ credit card credit card in the amount of $119.90, which constitutes all the charges that Ms*** incurred from our company for products purchased. Ms*** may keep the merchandise in her possession without further obligation to make a payment. Ms***’ account is closed. Ms*** stated in her complaint that she was dissatisfied with the customer service she received from the representative she spoke with on July 8, 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 ourcompany, 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 We have referred Ms***’ complaint to our Quality Assurancedepartment for further review.Thank you for bringing this matter to our attentionWe apologize for any inconvenience this may have caused Ms*** and greatly appreciate the opportunity to clarify this matter We would be grateful if Ms*** could provide some further information regarding, receiving a gift free for service, as we would like to further investigate the matter raised in her complaint We hope that we have resolved this complaint to Ms*** and your satisfactionPlease feel free to contact our office ifyou should have any further questions regarding this account

Keranique marketing is very deceptive in natureThey do not blatantly come out and tell you the full amount that you will be charged for the productIn order to cancel your membership, you have to garner the remaining balance of your orderIn regards to the effectiveness of the product, I did not notice a difference in my hairBut, Keranqiue needs to stop preying on innocent women

[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 *** and find that this resolution is satisfactory to me
Thank you so, so much for helping me out! I received a phone call & emailfrom Keranique that this matter has been resolved.Happy Thanksgiving!

International Hair Institute LLCPO Box 1366Hoboken, NJ 07030 June 15, 2015 We are in receipt of your letter dated concerning customer, Ms. *** ***. Upon receipt of your letter, we investigated
her claim and below are the facts as wells as our resolution of the matter based on the notes in Ms***’s account. As an initial matter, on June 4, 2015, we issued a refund to Ms***’s credit card in the amount of $79.95, and on June 15, 2015, as a measure of good faith, we further credited Ms***’s credit card in the amount of $79.95, which constitutes all the charges incurred by Ms. *** from our company for products purchased. Ms*** may keep the merchandise in her possession without any obligation to make a payment, and Ms***’s account has been closed. Our records indicate that, Ms*** placed her order through our website, www.getkeranique.com, on March 25, 2015, for the Karanique Hair Rejuvenation System (the “System”) At the time Ms*** placed her order, she enrolled in our day Risk-Free Trial program for product and paid $for shipping and processing of the shipment. In order for the online transaction to have been processed by our company, Ms*** was required to check off a box which confirmed her acceptance to the terms andconditions of the Risk-Free TrialThese terms and conditions are displayed on 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 click this boxPer the terms and conditions of the Risk-Free Trial, Ms*** was informed that she would receive the System to try risk-free for daysIn exchange, Ms***agreed that the credit card she provided would automatically be charged two (2) monthly payments of $79.95, the cost of the System, unless she contactedcustomer service for return instructions before the expiration of her day Risk-Free Trial period and returned the System as instructed.The benefit of Risk-Free Trial is to allow the customer to try full size products for thirty (30) days so, they can feel and see the results before making the decision to buy themThese products are not samples Customers are informed they are responsible for the cost of the merchandise unless they return them asinstructed. 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 merchandiseAdditionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, ensuring their package will be properly received and processed by our returns department so they will not be charged for the products while their return is in transitWhen a customer calls in forreturn instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request 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. In review of Ms***’s account, I see that she contacted our customer service department on March 30, 2015, and spoke with one of our customer service representatives in regard to her account According to the notes in the account, the representative canceled Ms*** from receiving any further shipmentsAdditionally, Ms*** agreed to keep the System in her possession at the discounted price of $79.95. On June 2, 2015, due an error Ms***’scredit card was charged in the amount of $ When Ms*** notified our customer service department on June 4, of our error, we immediately refunded Ms***’s credit card the full amount. As a measure of good faith, we further credited Ms***’s credit card in the amount of $79.95, which constitutes allthe charges incurred by Ms*** from our company for products purchased. Ms*** may keep the merchandise in her possession without any obligation to make a payment, and Ms***’s account has been closed. Thank you for bringing this matter to our attentionWe apologize for any inconvenience this may have caused Ms*** and greatly appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to Ms***’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 April 10, 2015 concerning customer, Ms*** ***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***’s accountAs an initial matter, please note that we have refunded Ms***’s credit card in the amount of $78.95, which constitutes the charge that Ms*** incurred from our company for products purchasedMs*** will no longer receive any charges or shipments from our company and her account with us is closedOur records indicate that Mrs*** called to place an order on March 1, with one of our sales representatives for the Keranique Hair Rejuvenation System (the “Rejuvenation System”)At the time Ms*** placed her order, she enrolled in our day Risk-Free Trial offer for product and paid $for shipping and processing of the shipment.We 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 suits 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 an affirmative response to the offer.Per the terms and conditions read during the initial sales call, Ms*** agreed that she would receive the Rejuvenation System , to try Risk-Free for daysIn exchange, Ms*** agreed to be charged 2 monthly payments of $78.95, the cost of the Rejuvenation System unless she contacted customer service for return instructions before the expiration of their day trial period and returned the Rejuvenation System as instructed.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 it is returned 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 merchandiseAdditionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that theirpackage 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.Upon review of Ms***’s account, we see that she contacted our customer service department on March 7, in regard to some questions she had on the terms and conditions of the offer Ms*** stated in her complaint her husband contacted our customer service department on March 23, to cancel the RejuvenationSystem Risk Free Trial; we do not have a record of that call. However, our records indicate Mrs*** did contact our office again on March 30, unfortunately; the call was disconnected before the customer service representative could further assist Ms*** However, after the call ended the customer service representative refunded Ms. Moore’s credit card in the amount of $which constitutes all the charges that Ms*** incurred from our company for product.Thank you for bringing this matter to our attentionWe do apologize for any inconvenience this may have caused Ms*** and greatly appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to Ms***’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 November 5, concerning customer, your client, Ms*** ***. Upon receipt of your letter, we investigated her claim and below are the facts as well as our resolution of the matter based on the notes in Ms***’s
account. As an initial matter, please note that we have voided the $balance due on Ms***’s account and Ms*** will no longer receive any charges or shipments from our company and her account with us is closed
Our records indicate that, Ms*** placed her order through our website, www.gerkernaique.com, on April 24, for the Keranique piece kit, comprising shampoo, conditioner, hair re growth treatment, lifting spray and comb (“Keranique”)At the time Ms*** placed her order, she enrolled in our day Risk-Free Trial program for product and paid $for shipping and processing of the shipment
In order for the online transaction to have been processed by our company, Ms*** 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 box
As per the terms and conditions of the Risk-Free Trial, Ms*** was informed that she would receive the Keranique to try risk-free for daysIn exchange, Ms*** agreed that the credit card she provided would automatically 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 Risk-Free Trial period and returned the products as instructed
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 our 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 they wish to obtain return instructions or have any questions, 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***’s account, we see that she contacted our customer service department on April 28, in regards to her account During a subsequent call on May 23, 2014, the representative provided Ms*** with all of the return instructions, including RMA number *** and advised her that we must receive her return no later than June 6, to avoid future charges
According to our records, our returns department did not receive any returned products from Ms*** prior to the expiration of her day risk free trial periodAccordingly, we attempted to charge the credit card on file the first payment of $on June 13, however that charge was declined, which put Ms***’s account in a delinquent status and as a result, she began to receive non-payment notification letters
Please note that we strive to provide our consumers with the best customer service possibleWe recognize that some customers’ return shipments may not always be properly received in our warehouse due to shipment errors or a multitude of other reasonsTherefore, our company policy dictates that we immediately refund and void the account balance of a customer who calls our customer service department and clams that they have returned the products to our company as instructedWhile we encourage 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 regardless of whether or not the customer is able to provide us with a Delivery confirmation NumberMoreover, our Quality Assurance department ensures that this policy is followed by regularly monitoring calls and taking appropriate action when necessary to remedy a representative’s failure to adhere to company policy
Upon receiving you notice of the claim, we contacted Ms *** by phone on November 17, to resolve the matter in her favorUnfortunately, we were unable to speak to her directly, so we left a voicemail message, informing her that the remaining balance of $has been voided
Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused Ms*** and greatly appreciate the opportunity to clarify this matter. Ms*** will no longer receive any charges or shipments from our company and her account with us is closed. We hope that we have resolved this complaint to Ms***’s satisfaction as well as yours and kindly apologize for any delays in the investigation of this case. Please feel free to contact our office if you should have any further questions regarding this account

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

I do not recommend this company at allThey offer a free sample, claiming all you pay $for shippingUpon hearing this I thought that sounds great$for a shampoo and conditioner and if it actually works as well as the lady describing it to me suggests maybe I will continue orderingShe assured me that I could pick and chose what and when to order depending on what I felt my needs are for certain productsShe was very assuring that her company stood by their product and seemed helpful enoughI am health conscious about my hair and personally do find it important to spend money on haircare and hair productsSo I thought for $shipping to try Keranique and if it worked as well as the lady stated, maybe it would be the right fit for me and me hairThe sample turned out to be a kit and there is actually NOTHING free about it at allAt the end of the days you are either expected to send the product backBe it used or notYou must pay $to keep itYou are also responsible for the shipping to send it back and customer service is very unclear about all the info it requires to ship backThey offer you a discounted price to continuing to pay for it and by the end of the conversation they've came down to 50% off the previous price and no matter how many NO's you tell they they keep trying to pressure you into keeping itHorrible experienceThe girl I spoke with, and I'm not faulting her at all she was just doing her job, but bless her heartIt took her almost minutes to find me something called a RMA number so I could send it backThey also sent me "free" samples (not actually free at all) of vitamins that I did not ask for or authorize but they still state they will bill for if I do not return$Very shady companyHorrible customer service and the product did more damage to my hair than goodIt contains a high amount of alcohol content that seemed to break the ends of my hair more than help themThat being beside the point, maybe it does work for some and that's awesome if it does, but the misleading way you are offered a FREE sample that in the end after paying all the return shipping costs to send it back so I will not be billed over $dollars, I could have went and bought an expensive actual salon shampoo and conditioner setVery disappointed with the dishonesty of this company offering a free sample and not being expained to that I would be responsible for sending the used bottles of the product back if I didn't decide to continue and would be responsible for the return shippingIf this would have been explained correctly and honestly I wouldn't have accepted the "free" sample to begin withBeware of saying yes to this company

We are in receipt of your letter dated January 28, 2015concerning customer, Ms*** *** ***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 accountAs an initial
matter,please note that we refunded Ms***’s credit card in the amount of $687.56.Ms*** will no longer receive any charges, shipments or non-paymentnotifications from our company and her account with us is closedAdditionally,Ms*** may keep the merchandise in her possession without furtherobligation to make a payment. Our records indicate that, Ms*** placed her order through our website, www.getkeranique.com,on November 5, for the Keranique HairRejuvenation SystemAt the time Ms*** placed her order, sheenrolled in our day Risk-Free Trial program for Keraniqueand paid $for shipping and processing of the shipment.Additionally, Ms*** placed an order for our day Risk-Free Trialprogram for Bellaplex and paid $for shipping and processing of theshipment. In order for the online transaction to have beenprocessed by our company, Ms*** 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.*** was informed that she would receive a 2month supply of Keranique, and full size bottles of Bellaplex, to try risk-free for daysIn exchange, Ms.*** agreed that the credit card she providedwould automatically be charged monthly payments of $for the cost of theKeranique, and monthly payments of $for the bottles of Bellaplex, unlessshe contacted customer service for return instructions before the expiration ofher day Risk-Free Trial period and returned the Keranique and Bellaplex asinstructedLastly, Ms*** was informedthat she would receive a new month supply of Keranique, and new bottles ofBellaplex, every days unless she contacted our customer service departmentto remove her account from the Beauty Auto-Shipment ProgramA customer is alsoremoved from the Beauty Auto-Shipment Program if they return the Risk-FreeTrial 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 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 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 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 transit. Our records indicate that Ms.*** did not contact customer service at any point during her dayRisk-Free Trial period, nor did we receive a return of the shipments in ourreturns departmentTherefore, we charged Ms*** for her monthly paymentsin accordance with the terms and conditions of the Risk-Free TrialsIn themeantime, because Ms***’s account had been set up for the BeautyAuto-Shipment Program, and because she didn’t call to cancel her account fromthe Beauty Auto-Shipment Program or return any of the merchandise to ourwarehouse, subsequent shipments of Keranique were sent to Ms*** on January11, 2014, March 12, 2014, May 12, 2014, July 11, and September 9, 2014.Please note that our records indicate that a second shipment of Bellaplex wasshipped to Ms*** on January 10, However, this shipment wasreturned to our returns department on January 27, Therefore, Ms***was not charged for this shipment and her Beauty Auto-Shipment Program for theBellaplex was canceled. We attempted to charge Ms*** for her September 9,shipment of Keranique in accordance with the terms and conditions of theRisk-Free TrialWhen the charges on Ms***’s credit card did not gothrough, her account was placed in a delinquent status and as a result, she beganto receive non-payment notification letters. Upon review of Ms***’s account, we see that shecontacted us on January 27, and spoke with one of our customer servicerepresentatives in regards to her accountThe representative reviewed theterms and conditions that Ms*** agreed to during her initial sales calland explained that, based on these terms and conditions, Ms*** wascharged for her monthly payments for the KeraniqueWe did not receive anycalls from Ms*** after any chargeOn October 16, 2014, we attempted tocharge Ms*** the first payment for the September 9, shipment ofKeranique but that charge was declined, which put her account in delinquency Upon receiving your notice ofthe claim, we refunded Ms***’s credit card in the amount of $687.56.Ms*** will no longer receive any charges, shipments or non-paymentnotifications from our company and her account with us is closedAdditionally,Ms*** may keep the merchandise in her possession without furtherobligation to make a payment. Thank you for bringing this matter to our attentionWe doapologize for any inconvenience this may have caused Ms*** and greatlyappreciate the opportunity to clarify this matterWe hope that we haveresolved this complaint to Ms***’s and your satisfactionPlease feelfree to contact our office if you should have any further questions regardingthis 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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is very satisfactory to me
I fully believe that the Revdex.com of New Jersey's prompt response and inquiry in my behalf was instrumental in this satisfactory resolution

We are in receipt of your letter dated April 22, 2015 concerning customer, Ms* *** ***. Upon receipt of your letter, we checked our records and cannot locate acustomer record for the name, address, phone, and email address or combination thereof (please see below) provided by
Ms*** Unfortunately, we are unable to resolve this matter without Ms*** providing additional information (such as name used to order, bill to and/or ship to address, telephone and email address, or invoice number,) to help us locate her account record. Alternatively, due to the nature of Ms*** complaint we can contacther directly to resolve the matter.Thank you for bringing this matter to our attentionWe do apologize for any inconvenience this may have caused Ms***. We look forward to working with you toresolve this matter

[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 ***, and find that this resolution is satisfactory to me
I haven't seen the credit on my account yet, but if they are saying they will do that I appreciate it very muchThanks for your help in getting this resolved

Complaint: ***
I am rejecting this response
because:
My complaint is true. Dates were supplied with my original complaint, which do not appear in the shortened version sent to the company. I can supply them again, if needed. The TV version no longer uses the term "Free" when describing their trial!
Regards,
*** ***