Keranique

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]...

account. As an initial matter, pleasenote that we have voided the balance of $85.94 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 14 to 21 days from the date of this letter. Additionally, [redacted] willno longer receive any charges or shipments from our company and her accountwith us is closed. Our records indicate that, [redacted] placed her order through our website, www.getkeranique.com, on June10, 2014 for the Keranique Hair Rejuvenation System. Atthe time [redacted] placed her order, she enrolled in our 30 day Risk-Free Trialprogram for Keranique and paid $4.25 forshipping and processing of the shipment. In 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 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, **.[redacted] was informed that she would receive a 2 monthsupply of Keranique to try risk-free for 30 days. In exchange, [redacted] agreed that the credit card she provided wouldautomatically be charged 2 monthly payments of $85.95, the cost of the Keranique,unless she contacted customer service for return instructions before theexpiration of her 30 day Risk-Free Trial period and returned the Keranique asinstructed. 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. Our records indicate that [redacted] did not contact customerservice at any point during her 30 day Risk-Free Trial period, nor did wereceive a return of the shipment in our returns department. Therefore, on August29, 2014, we charged [redacted] for her first monthly payment in accordance withthe terms and conditions of the Risk-Free Trial. When we attempted to chargethe final scheduled payment, [redacted] credit card did not go through. Therefore,[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, 2014 and spoke with one of our customer servicerepresentatives in regards to her account. The 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 $85.94 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, 2014 to insure she received a refund. Additionally, the representative sent[redacted] a pre-paid return postage label, free of charge. Please note, to dateour records indicate that we have not received the return shipment. On September 26, 2014, **.[redacted] disputed the charge of $85.95 with her banking institution. Companypolicy dictates that when a customer disputes a charge with their bankinginstitution, we refund the charge until the dispute resolved. **. [redacted]’sbanking institution sided with our company and allowed us to recoup the charge. Upon 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 14 to 21 days from the date of this letter. Additionally, [redacted] willno longer receive any charges or shipments from our company and her accountwith us is closed. Thank you for bringing this matter to our attention. We greatlyappreciate the opportunity to clarify this matter. We hope that we haveresolved this complaint to [redacted] and your satisfaction. Please feel freeto contact our office if you should have any further questions regarding thisaccount.   Sincerely,   Adam A**Customer Service Compliance AssociatePhone ([redacted]Fax [redacted]

[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. I have already received the $85 into my bank account. Thank you so much.
Regards,
[redacted]

[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.

We are in receipt of your letter dated February3, 2015 concerning customer, Ms. [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 Ms. R[redacted]’s account. As an initial...

matter,please note that we would like to apologize to Ms. R[redacted]. We have voided thebalance of $159.90 due on Ms. R[redacted]’s account and refunded her credit cardin the amount of $3.95, which constitutes all charges that Ms. R[redacted]incurred from our company. Ms. R[redacted] will no longer receive any charges orshipments from our company and her account with us is closed. Additionally, Ms.R[redacted] may keep the merchandise in her possession without further obligationto make a payment. Our records indicate that, Ms. R[redacted] placed her order through our website, www.getkeranique.com,on January 4, 2015 for the Keranique HairRejuvenation System. At the time Ms. R[redacted] placed her order, sheenrolled in our 30 day Risk-Free Trial program for Keraniqueand paid $3.95 for shipping and processing of the shipment. In order for the online transaction to have beenprocessed by our company, Ms. R[redacted] was required to check off a box which confirmed her acceptance to the termsand conditions of the Risk-Free Trial. These terms and conditions are displayedon the 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, Ms.R[redacted] was informed that she would receive a 2month supply of Keranique to try risk-free for 30 days. In exchange, Ms.R[redacted] agreed that the credit card she providedwould automatically be charged 2 monthly payments of $79.95, the cost of the Keranique,unless she contacted customer service for return instructions before theexpiration of her 30 day Risk-Free Trial period and returned the Keranique 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 Ms. R[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 account. According 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 requested. Unfortunately, the representative did not provide Ms.R[redacted] with return instructions when she requested. However, the representativedid void the balance due on Ms. R[redacted]’s account and informed her that heraccount was closed. Please 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 manner. Furthermore, 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 protocol. Upon 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 company. Ms. R[redacted] will no longer receive anycharges or shipments from our company and her account with us is closed.Additionally, Ms. R[redacted] may keep the merchandise in her possession withoutfurther obligation to make a payment. Thank you for bringing this matter to our attention. Onceagain, we sincerely apologize for any inconvenience this may have caused Ms.R[redacted] and greatly appreciate the opportunity to clarify this matter. We hopethat we have resolved this complaint to Ms. R[redacted]’s and your satisfaction.Please feel free to contact our office if you should have any further questionsregarding this account.

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

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 [redacted]...

[redacted]’s name. As an initialmatter, please note that we would like to apologize to [redacted] for anyinconvenience this may have caused. We have voided the balance of $439.70 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 closed. Additionally, [redacted] may keep themerchandise in her possession without further obligation to make a payment. Upon review of our system, our records indicate that fiveorders were placed, at 3 separate dates, through various websites of ours. On March12, 2014 an order was placed for a 30 day Risk-Free Trial of our Miracle SkinTransformer and Hydroxatone 90 Second Wrinkle Reducer. On April 14, 2014 anorder was placed for a 30 day Risk-Free Trial of our Keranique HairRejuvenation System. On April 22, 2014 an order was placed for a 30 dayRisk-Free Trial of our Hydroxatone BB Cream and Hydroxatone Am/Pm Anti-WrinkleComplex. All 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 $13.87 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 allothers. Please note that we offer our customers “Risk-Free Trials”of our products. The point of the Risk-Free Trial is to allow the customer totry full size products for a full 30 days so that they can feel and see theresults before they have to make the decision to buy them. These products arenot samples and therefore we inform our customers that they will be responsiblefor the cost of the merchandise unless they return them as instructed. Included 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 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. Our records indicate that the customer did not contactcustomer service at any point during her 30 day Risk-Free Trial period for theMarch 12, 2014 shipments, nor did we receive a return of the shipments in ourreturns department. Therefore, we charged the credit card for the monthlypayments in accordance with the terms and conditions of the Risk-Free Trial. Upon 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 accounts. During that call, [redacted] informed the representative that she did placethe April 14, 2014 order of Keranique, but did not place the March 12, 2014 orthe April 22, 2014 orders. During the call, one of our supervisors voided theremaining balance due on the accounts in the amount of $439.70 and refunded thecredit card in the amount of $279.80. 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 closed. Additionally, [redacted] may keep the merchandise in her possession without further obligation tomake a payment. Thank you for bringing this matter to our attention. Wealso wish to advise you that we are trying to implement effective fraud filtersto prevent this type of fraud from occurring. Unfortunately, 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]

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

Complaint: 11532576
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 hairdresser. I 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 address. So 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 $40.00.  So as I see it, I am still out more money, time and effort than ever before. This receipt too can be provided for proof if needed as well. I will be watching my bank account very closely to see if I at least get my $5.95 returned, but since I am out more money than that it will do little for my "inconvenience".
Sincerely,
[redacted]

We are in receipt of your letter dated July 9, 2015, concerning customer, Ms. [redacted].  Upon receipt of your letter, we investigated Ms. [redacted]’ claim and beloware the facts as well as our resolution of the matter based on the notes in...

Ms. [redacted]’ account.  As a measure of good faith, on July 13, 2015 we refunded Ms. [redacted]’ credit card credit card in the amount of $119.90, which constitutes all the charges that Ms. [redacted] incurred from our company for products purchased.  Ms. [redacted] may keep the merchandise in her possession without further obligation to make a payment.  Ms. [redacted]’ account is closed.   Our records indicate that, Ms. [redacted]’ placed her order through our website, www.getkeranique.com, on May 31, 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 $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 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.  Ms. [redacted] 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 Program. A 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 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. When 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 return. We 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. [redacted] did not contact customer service at any point during her 30 day Risk-Free Trial period, nor did we receive a return of the shipment in our returns department. Therefore, on July 8, 2015, we charged Ms. [redacted] for her first monthly payment in accordance with the terms and conditions of the Risk-Free Trial. In review of Ms. [redacted]’ account, we see that Ms. [redacted]’ contacted our customer service department on July 8, 2015.  According to the notes in the account, Ms.[redacted]’ 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. [redacted] agreed to make the second payment at a discounted rate of $39.95.   As a measure of good faith, on July 13, 2015 we refunded Ms. [redacted]’ credit card credit card in the amount of $119.90, which constitutes all the charges that Ms. [redacted] incurred from our company for products purchased.  Ms. [redacted] may keep the merchandise in her possession without further obligation to make a payment.  Ms. [redacted]’ account 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 8, 2015.   We train all of our customer service representatives to be professional and courteous with all of our customers. Providing outstanding customer service is a top priority of ourcompany, so we take complaints of this nature very seriously. Our 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. [redacted]’ complaint to our Quality Assurancedepartment for further review.Thank you for bringing this matter to our attention. We apologize for any inconvenience this may have caused Ms. [redacted] and greatly appreciate the opportunity to clarify this matter.  We would be grateful if Ms. [redacted] 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. [redacted] and your satisfaction. Please feel free to contact our office ifyou should have any further questions regarding this account.

We are in receipt of your letter dated January 30, 2015concerning customer, Mr. [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 voided the balance of $247.80 due on Mr. [redacted]’s accountand refunded his credit card in the amount of $83.90, which constitutes allcharges that he incurred from our company. Mr. [redacted] will no longer receiveany charges, shipments or non-payment notification letters from our company andhis account with us is closed. Additionally, Mr. [redacted] may keep themerchandise in his possession without further obligation to make a payment. Itshould be noted that our efforts to collect on delinquent accounts neverinclude reporting delinquency or charge off information to credit bureaus. Our records indicate that, Mr. [redacted] placed his order through our website, www.getkeranique.com,on July 18, 2014 for the Keranique Hair RejuvenationSystem. At the time Mr. [redacted] placed his order, he enrolled in our 30day Risk-Free Trial program for Keranique andpaid $3.95 for shipping 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.[redacted] was informed that he would receive a 2 monthsupply of Keranique 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 $79.95, the cost of the Keranique,unless he contacted customer service for return instructions before theexpiration of his 30 day Risk-Free Trial period and returned the Keranique asinstructed. Lastly, Mr. [redacted] was informedthat he would receive a new 2 month supply every 60 days unless he contactedour customer service department to remove his account from the BeautyAuto-Shipment Program. A customer is also removed from the Beauty Auto-ShipmentProgram if they return the Risk-Free Trial merchandise or any subsequentauto-shipments to our warehouse. 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. Our records indicate that Mr. [redacted] did not contactcustomer service at any point during his 30 day Risk-Free Trial period, nor didwe receive a return of the shipment in our returns department. Therefore, on August27, 2014, we charged Mr. [redacted] for his first monthly payment in accordancewith the terms and conditions of the Risk-Free Trial. In the meantime, because Mr.[redacted]’s account had been set up for the Beauty Auto-Shipment Program, andbecause he didn’t call to cancel his account from the Beauty Auto-ShipmentProgram or return any of the merchandise to our warehouse, a second shipment ofKeranique was sent to Mr. [redacted] on September19, 2014.  When we attempted to charge Mr. [redacted] for his last monthlypayment, for the July 18, 2014 shipment, in accordance with the terms andconditions of the Risk-Free Trial, the charges on his credit card did not gothrough. As a result, Mr. [redacted] began to receive non-payment notificationletters.   Upon review of Mr. [redacted]’s account, we see that hecontacted us on January 30, 2015 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. Therepresentative then provided Mr. [redacted] with the address that he can use tosend us correspondence.  Upon receiving your notice of the claim, we voidedthe balance of $247.80 due on Mr. [redacted]’s account and refunded his creditcard in the amount of $83.90, which constitutes all charges that he incurredfrom our company. Mr. [redacted] will no longer receive any charges, shipments ornon-payment notification letters from our company and his account with us isclosed. Additionally, Mr. [redacted] may keep the merchandise in his possessionwithout further obligation to make a payment. It should be noted that ourefforts to collect on delinquent accounts never include reporting delinquencyor charge off information to credit bureaus. 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 feelfree to contact our office if you should have any further questions regardingthis account.

,
 
We are in receipt of your letter dated April 9, 2014
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 account. As an initial matter,
please note that we have voided the balance of $79.95 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 company. Ms. [redacted] will receive this
check within 14 to 21 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.
 
Our
records indicate that Ms.
[redacted] initially called and placed an order on December 26, 2013 with our
automated voice response system (“IVR System”). At the time Ms. [redacted] placed her
order, she enrolled in the 30 day Risk-Free Trial
program for our Keranique Hair Rejuvenation System and paid $7.95 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 order. The 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 compliance. After
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 2 month supply of Keranique to try Risk-Free for 30 days. In exchange,
Ms. [redacted] agreed to be charged 2 monthly payments of $79.95, the cost of the Keranique, unless she contacted customer service for
return instructions before the expiration of her 30 day trial period and
returned the Keranique as instructed. Lastly, Ms. [redacted] was
informed that she would receive a new 2 month supply of Keranique every 60 days
unless she contacted our customer service department to remove her account from
the Beauty Auto-Shipment Program. A 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 products. The point of the
Risk-Free Trial is to allow the customer to try full size products for a full
30 days so that they can 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 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 2 month membership in our
Beauty Advisor Program. When extending this offer, the system informs
the customer of all the terms and conditions related to the Beauty Advisor
Program. The $1 monthly Beauty Advisor membership is automatically discounted
from the initial trial order before appearing on the customer’s next two credit
card statements. The customer must verbally accept this membership offer in
order for the system to enroll the customer in the program. Finally, after accepting
this offer, Ms. [redacted] was offered a Beauty Dollar certificate valued at
$40.00 and redeemable on our website, for a shipping and processing fee of
$1.95. 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
30 day Risk-Free Trial period, nor did we receive a return of the shipment in
our returns department. Therefore, we charged Ms. [redacted] for her monthly
payments in accordance with the terms and conditions of the Risk-Free Trial. In
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, 2014.
 
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 charges. On
March 4, 2014 we responded to Ms. [redacted]’s e-mail with all of the return instructions for the February 28, 2014 shipment of
Keranique, including Return Number [redacted], and advised her that we must
receive her return no later than March 18, 2014 to avoid future charges for the
shipment. However, our records indicate that we did not receive a return of the
shipment in our returns department. Therefore, 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 $79.95 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 company. Ms. [redacted] will
receive this check within 14 to 21 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 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.
[redacted]’s 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.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

We are in receipt of your letter dated April 22, 2015 concerning customer, Ms[redacted]. 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. [redacted].  Unfortunately, we are unable to resolve this matter without Ms. [redacted] 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. [redacted] complaint we can contacther directly to resolve the matter.Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused Ms. [redacted].  We look forward to working with you toresolve this matter.

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, 2015 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] 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, 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 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 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 a full size System to try risk-free for 30 days. In exchange, Ms. [redacted] agreed that the credit card she provided would automatically be charged 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.  Ms. [redacted] was informed she would receive a new System every 2 months unless she contacted our customer service department to remove her account from the Beauty Auto-Shipment Program. A 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 products. The benefit of the Risk-Free Trial is to allow the customer to try full size products for a full 30 days so that they can 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 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 30 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 transit. When 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 return. We also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns department. Our records indicate that Ms. [redacted] did not contact customer service at any point during her 30 day Risk-Free Trial period, nor did we receive a return of the shipment in our returns department. Therefore, 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, 2015.  According to the notes in the account, therepresentative offered Ms. [redacted] the System at a discounted the price of $49.95, which Ms. Van Diver accepted.   A second shipment of the System was shipped toMs. [redacted] on June 21, 2015. On June 25, 2015 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, 2015 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, 2015 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 payment. Thank you for bringing this matter to our attention. We 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. [redacted]’s and your satisfaction. Please feel free to contact our office if you should have any further questions regarding this account.

[redacted]
 
We are in receipt of your letter dated March 31, 2014
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 account. As an initial matter,
please note that we have voided the balance of $159.90 due on Ms. [redacted]’s
account and refunded her credit card in the amount of $171.80, which
constitutes all charges that Ms. [redacted] incurred from our company. 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] placed her order through
our website, www.getkeranique.com, on November 2, 2013
for the Keranique Hair Rejuvenation System. At the time Ms. [redacted]
placed her order, she enrolled in our 30 day Risk-Free Trial program for Keranique 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 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.
 
As
per the terms and conditions of the Risk-Free Trial, Ms. [redacted] was
informed that she would receive a 2 month supply of Keranique to try risk-free
for 30 days. In exchange, Ms. [redacted] agreed
that the credit card she provided would automatically be charged 2 monthly
payments of $79.95, the cost of the Keranique, unless she contacted customer
service for return instructions before the expiration of her 30 day Risk-Free
Trial period and returned the Keranique as instructed. Lastly, Ms.
[redacted] was informed that she would receive a new 2
month supply of Keranique every 60 days unless she contacted our customer
service department to remove her account from the Beauty Auto-Shipment Program.
A 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 products. The point of the
Risk-Free Trial is to allow the customer to try full size products for a full
30 days so that they can 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 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.
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 30 day Risk-Free Trial period, nor did we receive a return of the shipment
in our returns department. Therefore, we charged Ms. [redacted] for her monthly
payments in accordance with the terms and conditions of the Risk-Free Trial. In
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 January 6, 2014, and her credit card was charged $7.95
for the cost of shipping and processing of the shipment.
 
Upon review of Ms.
[redacted]’s account, we see that she contacted our customer service department via e-mail on February
9, 2014. We responded to Ms. [redacted]’s e-mail on February 10, 2014 and provided her with all of
the return instructions for the January 6, 2014 shipment and advised her that
we must receive her return no later than February 25, 2014 to avoid future
charges. On February 17, 2014 our returns department received Ms.
[redacted]’s return of the January 6, 2014 shipment. At that point, we voided the
balance due on Ms. [redacted]’s account in the amount of $159.90, and closed her
account.
 
Upon receiving
your notice of the claim, we refunded Ms. [redacted]’s credit card in the amount
of $171.80, which constitutes all charges that she incurred from our company.
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 attention. We do apologize for any inconvenience
this may have caused Ms. [redacted] and greatly appreciate the opportunity to
clarify this matter. Please feel free to contact our office if you should have
any further questions regarding this account. 
 
Sincerely,

We are in receipt of your letter dated June 12, 2014 concerning customer, Ms. [redacted]. 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. [redacted]’s account. As an initial matter, please note that we refunded her credit card in the amount of $79.95 on June 11, 2014, as well as her Shipping and Processing of $3.95 on July 3, 2014 which constitutes the only charges that Ms. [redacted] incurred from our company. Our records indicate that, Ms. [redacted] placed her order through our website www.GetKeranique.com, on May 5, 2014 for the Keranique 5 piece kit. At the time Ms. [redacted] placed her order, she enrolled in our 30 day Risk-Free Trial program for Keranique 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 Trial. These terms and conditions are displayed on the order page(s) 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.  As per the terms and conditions of the Risk-Free Trial, Ms. [redacted] was informed that she would receive a 5 piece kit of our Keranique product to try as a risk-free 30 day trial. In exchange, Ms. [redacted] agreed that the credit card she provided would automatically be charged 2 monthly payments of $79.95, the cost of our Keranique Kit, unless she contacted customer service for return instructions before the expiration of her 30 day Risk-Free Trial period and returned the Kit as instructed. Please note that we offer our customers “Risk-Free Trials” of our products. The point of the Risk-Free Trial is to allow the customer to try our products for a full 30 days so that they can 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 they will be responsible for the cost of the merchandise unless they return them as instructed within the 30 day trial. 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. Additionally, we request that the customer contact our customer service department in the event that 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. When 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 return. We 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 first contacted our customer service department on May 6, 2014 to have the terms and conditions explained to her again.  Ms. [redacted] spoke with a second customer service representative on May 8, 2014 in regards to her account and also was provided with all of the return instructions.  Our representative advised her that we must receive her return no later than May 22, 2014 to avoid future charges. As a measure of good faith we have voided the balance of $79.95 due on Ms. [redacted]’s account.  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 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. [redacted]’s satisfaction as well as yours. Please feel free to contact our office if you should have any further questions regarding this account.

Keranique's product was listed as a reward, among five or six other items, for taking a survey. Keranique's, among the other free items,was "risk free" so I inferred it also was free.Until later when I read the HYPER FINE PRINT. As it turned out my "risk free sample" cost $84.74. And given the time line I am accountable for it.
Classic lesson learned. But 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.

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

International Hair Institute, LLC  January 5, 2014            [redacted]Revdex.com of New Jersey1700 Whitehorse - Hamilton Sq. Rd. Ste D5Trenton, NJ 08690 RE:...

CASE # [redacted] Dea[redacted] We are in receipt of your letter dated November 12, 2014 concerning customer, [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 [redacted] account. As an initial matter, please note that we attempted to contact [redacted] by phone on December 9, 2014 to resolve the matter in her favor. Unfortunately, we were unable to speak to her directly, so we sent an email confirming our resolution. We have voided the balance due on [redacted]’s account and refunded her credit card in the amount of $50.92, which constitutes all charges that [redacted] incurred from our company. [redacted] will no longer receive any charges or shipments from our company and her account with us is closed. Our records indicate that [redacted] called to place an order on November 4, 2014 with one of our sales representatives for the Keranique 5 piece kit, comprising shampoo, conditioner, hair re growth treatment, lifting spray and a comb (“Keranique”).  At the time [redacted] placed her order, she enrolled in our 30 day Risk-Free Trial offer for product and paid $8.45 for shipping and processing (including sales tax) 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 customer. The representative also offers the customer a number of different buying options so that the customer can choose the option that best suit her needs. After these terms and conditions are read, the representative must obtain a clear verbal acceptance from the customer to process the order. The 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 compliance. After reviewing the recording of the call placed by [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 Trial. As per the terms and conditions read during the initial sales call, our sales representative informed [redacted] that she would receive the Keranique to try Risk-Free for 30 days. In exchange, [redacted] agreed to be charged 2 monthly payments of $79.95, the cost of the Keranique, unless she contacted customer service for return instructions before the expiration of their 30 day trial period and returned the Keranique as instructed. Lastly, [redacted] was informed that she would receive a new shipment every 60 days unless she contacted our customer service department to remove her account from the Beauty Auto-Shipment Program. A 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 products. The point of the Risk-Free Trial is to allow the customer to try full size products for a full 30 days so that they can 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 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. 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. When 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 return. We 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 [redacted]’s account, we see that she contacted our customer service department on November 10, 2014, and spoke with one of our customer service representatives in regards to her account. During that call, the representative provided [redacted] with a discounted rate on the cost of the Keranique, reducing the price to $42.47. Our records indicate that [redacted] did not contact customer service again at any point during her 30 day Risk-Free Trial period, nor did we receive a return of the shipment in our returns department. Therefore, on November 20, 2014, we charged [redacted] for her first monthly payment in accordance with the terms and conditions of the Risk-Free Trial. [redacted] stated in her complaint that she was dissatisfied with the customer service she received from the representative she spoke with. 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 manner. Furthermore, we would like to assure [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. Upon receiving your notice of the claim, we have voided the balance due on [redacted]’s account and refunded her credit card in the amount of $50.92, which constitutes all charges that [redacted] incurred from our company. [redacted] will no longer receive any charges or shipments from our company and her account with us is closed. When we were unable to reach [redacted] by telephone, we sent an email confirming this. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused [redacted] and greatly appreciate the opportunity to clarify this matter. We hope that we have resolved this complaint to [redacted]’s and your satisfaction. Please feel free to contact our office if you should have any further questions regarding this account.    Sincerely,   Sarah H[redacted]Paralegal[redacted]

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. [redacted]’ account.  Please note, as a...

measure of good faith, we issued a refund to Ms. [redacted]’ credit card in the amount of $79.95, on May 18, 2015, which constitutes all the charges incurred by Ms. [redacted] for products purchased from our company.  Ms. [redacted]’ account with us has been canceled.Our records indicate that, Ms. [redacted] placed her order through our website, www.getkeranique.com, on March 31, 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.  Ms. [redacted] paid $3.95 for shipping andprocessing 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 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.  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 them. These products are not samples.  Customers are informed they are 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. 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. When acustomer 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 return. We 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 our customer service department on April 8, 2015, and spoke with one of our customer service representatives in regard to her account.  The representative provided Ms. [redacted] with the return instructions, including Return Number [redacted], and advised Ms.[redacted] that we must receive her return no later than April 22, 2015, to avoid future charges. As we did not receive Ms. [redacted]’ return we charged Ms. [redacted], in accordance with the terms and conditions of the Risk-Free Trial, for her first monthly payment, in the amount of $79.95.  On May 8, 2015, Ms. [redacted] contacted us, in regard to her return.  The representative informed Ms. [redacted], we had no record of receiving her returned shipment and reviewed the terms and conditions to which Ms. [redacted] initially agreed.   Upon receiving your notice of the claim, we have refunded Ms. [redacted]’ credit card in the amount of $79.95, which constitutes all charges that Ms. [redacted] incurred from our company for product. Ms. [redacted]’ account with us is closed. Ms. [redacted] stated in her complaint that she was dissatisfied with the customer service she received from the representative with to whom she spoke.  Please note that customer service is a top priority of our company; our representatives are trained to speak with customers in a respectful and courteous manner. We would like to assure Ms. [redacted] our Quality Assurance department is trained to take the appropriate corrective action necessary when a representative has failed to follow companypolicies or protocol.Thank you for bringing this matter to our attention. We 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. [redacted]’s and your satisfaction. Please feel free to contact our office if you should have any further questions regarding this account.