Keranique

We are in receipt of your letter dated April 22, 2015, concerning customer, Ms. [redacted].  Upon receipt of your letter, we investigated Ms. [redacted] inquiry and below our resolution of the matter.  A refund check in the amount of $167.85, was approved, is in...

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

We are in receipt of your letter dated January 26, 2015concerning customer, Ms. [redacted]. Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of thematter, based on the notes in Ms. [redacted] account. As an initial...

matter,please note that we have voided the balance of $159.90 due on Ms. [redacted] account.Ms. [redacted] will no longer receive any non-payment notification letters orshipments from our company and her account with us is closed. Additionally, Ms.[redacted] may keep the merchandise in her possession without further obligationto make a payment. Our records indicate that Ms.[redacted] initially called and placed an order on November 8, 2014 with ourautomated voice response system (“IVR System”). At the time Ms. [redacted]placed her order, she enrolled in the 30 dayRisk-Free Trial program for our Keranique Hair Rejuvenation System andpaid $7.95 for shipping and processing of the shipment. Our IVR System has the advantage of ensuring consistency inthat a customer cannot accept an offer until the terms and conditions are firstread by the system verbatim. After the terms and conditions are read, thesystem needs verbal acceptance from the customer to process the order. Thesystem will not process an order if the customer either declines the trialoffer or fails to provide a response to the offer.  All sales confirmation calls are recorded and archived toensure compliance. After reviewing the recording of the call placed by Ms.[redacted], we confirmed that she accepted the “Try It Before You Buy It” offerof Keranique by verbally agreeing to the termsand conditions of the Risk-Free Trial. As per the terms and conditions readduring the initial sales call, our IVR System informed Ms. [redacted] that she wouldreceive a 2 month supply of Keranique to tryRisk-Free for 30 days. In exchange, Ms. [redacted] agreed to be charged 2monthly payments of $79.95, the cost of the Keranique,unless she contacted customer service for return instructions before theexpiration of her 30 day trial period and returned the Keraniqueas instructed. Please note that we offer our customers“Risk-Free Trials” of our products. The point of the Risk-Free Trial is toallow the customer to try full size products for a full 30 days so that theycan feel and see the results before they have to make the decision to buy them.These products are not samples and therefore we inform our customers that theywill be responsible for the cost of the merchandise unless they return them asinstructed. Included in all of our shipments is an invoice outlining thespecific bill dates and amounts that will be charged to the customer if theydecide to keep the merchandise. Additionally, we request that the customercontact our customer service department in the event they wish to obtain returninstructions, thereby ensuring that their package will be properly received andprocessed by our returns department and that they will not be charged for theproducts while their return is in transit. We did not hear back from Ms. [redacted], at any point duringher Risk-Free Trial, nor did we receive the shipment back in our returnsdepartment. Therefore, we attempted to charge Ms. [redacted] for her firstmonthly payment in accordance with the terms and conditions of the Risk-FreeTrial. When the charges on Ms. [redacted] credit card did not go through, heraccount was placed in a delinquent status and as a result, she received anon-payment notification letter.   Upon review of Ms. [redacted] account, we see that shecontacted us on January 26, 2015 and spoke with one of our customer servicerepresentatives in regards to her account. The representative reviewed theterms and conditions that Ms. [redacted] agreed to during her initial sales call.Unfortunately, the call ended before the representative could further assistMs. [redacted]. Upon receiving your notice of the claim, we voidedthe balance of $159.90 due on Ms. [redacted] account. Ms. [redacted] will nolonger receive any non-payment notification letters or shipments from ourcompany and her account with us is closed. Additionally, Ms. [redacted] may keepthe merchandise in her possession without further obligation to make a payment. Thank you for bringing this matter to our attention. We doapologize for any inconvenience this may have caused Ms. [redacted] and greatlyappreciate the opportunity to clarify this matter. We hope that we haveresolved this complaint to Ms. [redacted] 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 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. [redacted]’ account.  As an initial matter, we...

refunded Ms. [redacted]’ 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. [redacted]’ 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. [redacted]’ order(s) (please see below for furtherexplanation) and refunded Ms. [redacted]’ credit card in the amount of $4.23, which constitutes all charges that Ms. [redacted] incurred from our company.   Ms. [redacted]’ return was received and processed by our warehouse on June 23, 2015.  Ms. [redacted]’ account(s) with us is closed. In regard to, Ms. [redacted]’ 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. [redacted]’ 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. [redacted] 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. [redacted]’ accounts it came to our attention, Ms. [redacted]’ 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. [redacted]’ credit card, in accordance with the terms and conditions, Ms. [redacted]’ 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. [redacted]’ and your satisfaction. Please feel free to contact our office if you should have any further questions regarding this account.

International Hair Institute LLCPO Box 1366Hoboken, NJ 07030 June 15, 2015  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]’s account.  As an initial matter, on June 4, 2015, we issued a refund to Ms. [redacted]’s credit card in the amount of $79.95, and on June 15, 2015, as a measure of good faith, we further credited Ms. [redacted]’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. [redacted]’s account has been closed. Our 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 30 day Risk-Free Trial program for product 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 andconditions of the Risk-Free Trial. These terms and conditions are displayed on 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 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 contactedcustomer service for return instructions before the expiration of her 30 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 them. These 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 merchandise. Additionally, 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 transit. When 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 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. In review of Ms. [redacted]’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 shipments. Additionally, Ms. [redacted] agreed to keep the System in her possession at the discounted price of $79.95.  On June 2, 2015, due an error Ms. [redacted]’scredit card was charged in the amount of $79.95.  When Ms. [redacted] notified our customer service department on June 4, 2015 of our error, we immediately refunded Ms. [redacted]’s credit card the full amount.   As a measure of good faith, we further credited Ms. [redacted]’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. [redacted]’s account has been closed.  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.

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

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

We are in receipt of your letter dated February 20, 2014concerning customer, Ms[redacted].Upon receipt of your letter, we investigated her claim and below are the factsand 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 dueon Ms. [redacted]’s account and refunded her credit card in the amount of $178.75,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 heraccount with us is closed. Our recordsindicate that, Ms. [redacted] placed her order through our website, www.getkeranique.com,on March 26, 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 forKeranique and paid $3.95 for shipping and processing of the shipment. In order for theonline transaction to have been processed by our company, Ms. [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 termsand conditions of the Risk-Free Trial, Ms. [redacted] was informed that she wouldreceive a 2 month supply of Keranique to try risk-free for 30 days. Inexchange, Ms. [redacted] agreed that the credit card she provided wouldautomatically 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 as instructed.Lastly, Ms. [redacted] was informed that she would receive a new 2 month supply of Keraniqueevery 60 days unless she contacted our customer service department to remove heraccount from the Beauty Auto-Shipment Program. A customer is also removed fromthe Beauty Auto-Shipment Program if they return the Risk-Free Trial merchandiseor any subsequent auto-shipments to our warehouse.  Please note thatwe offer our customers “Risk-Free Trials” of our products. The point of theRisk-Free Trial is to allow the customer to try full size products for a full30 days so that they can feel and see the results before they have to make thedecision to buy them. These products are not samples and therefore we informour customers that they will be responsible for the cost of the merchandiseunless they return them as instructed. Included in allof our shipments is an invoice outlining the specific bill dates and amountsthat will be charged to the customer if they decide to keep the merchandise.Additionally, we request that the customer contact our customer servicedepartment in the event they wish to obtain return instructions, therebyensuring that their package will be properly received and processed by ourreturns department and that they will not be charged for the products whiletheir 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 theUnited States Postal Service (USPS) and request they obtain a Delivery ConfirmationNumber as proof of the return. We also provide the customer with a ReturnNumber to put on the outside of their package to ensure expedited processingwith our returns department.  Our recordsindicate that Ms. [redacted] did not contact customer service at any point during her30 day Risk-Free Trial period, nor did we receive a return of the shipment inour returns department. Therefore, we charged Ms. [redacted] for her monthlypayments in accordance with the terms and conditions of the Risk-Free Trial. Inthe meantime, because Ms. [redacted]’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, a second shipment of Keranique was sent to Ms. [redacted] on May 28,2013 and her credit card was charged $7.95 for shipping and processing of theshipment. Upon review of Ms.[redacted]’s account, we see that she contacted our customer service department on May30, 2013, and spoke with one of our customer service representatives in regardsto her account. As per the notes in the account, the representative informed Ms.[redacted] that our records indicate that we did not receive a return of the March26, 2013 shipment. Additionally, Ms. [redacted] agreed to purchase a return labelfor the May 28, 2013 shipment, and her credit card was charged $6.95 for thecost of shipping and processing.  On June 26, 2013,our returns department received Ms. [redacted]’s return of the May 28, 2013shipment. At that time, we voided the balance due for the shipment in theamount of $159.90 and closed her account. Upon receivingyour notice of the claim, we refunded Ms. [redacted]’s credit card in theamount of $178.75, which constitutes all charges that she incurred from ourcompany. Ms. [redacted] will no longer receive any charges or shipments from ourcompany and her account with us is closed. Thank you forbringing this matter to our attention. We do apologize for any inconveniencethis may have caused Ms. [redacted] and greatly appreciate the opportunity toclarify this matter. We hope that we have resolved this complaint to Ms. [redacted]’sand your satisfaction. Please feel free to contact our office if you shouldhave any further questions regarding this account.

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

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

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

We are in receipt of your letter dated May 22, 2014concerning customer, Ms. [redacted] S[redacted] Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of thematter, based on the notes in Ms. [redacted]’s accounts. As an initial...

matter, pleasenote that we have refunded Ms. [redacted]’s credit card in the amount of $259.80. Ms.[redacted] will no longer receive any charges or shipments from our company and heraccounts with us are closed. Additionally, Ms. [redacted] may keep the merchandisein her possession without further obligation to make a payment. Our records indicate that, Ms. [redacted] placed two orders through our websites, www.getkeranique.comon April 7, 2014, and www.tryhydrolyze.com on April 9, 2014, for the Keranique Hair Rejuvenation System and theHydrolyze Advanced Under Eye Formula. At the time Ms. [redacted] placed herorders, she enrolled in our 30 day Risk-Free Trial programs for Keranique and Hydrolyze and paid a total of $5.94for shipping and processing of the shipments. In order for the onlinetransactions to have been processed by our company, Ms. [redacted] was required to check off a box which confirmed her acceptanceto the terms and conditions of the Risk-Free Trials. These terms and conditionsare displayed on the order page where the customer enters their credit cardinformation. The system is set up to reject the orders in the event thecustomer does not click the boxes.  As per the terms and conditionsof the Risk-Free Trials, Ms. [redacted] wasinformed that she would receive a 2 month supply of Keranique, and a 2 monthsupply of Hydrolyze, to try risk-free for 30 days. In exchange, Ms.[redacted] agreed that the credit card she provided wouldautomatically be charged 2 monthly payments of $79.95, the cost of theKeranique, and 2 monthly payments of $69.95, the cost of each jar of Hydrolyze,unless she contacted customer service for return instructions before theexpiration of her 30 day Risk-Free Trial periods and returned the Keranique andHydrolyze 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 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 Ms. [redacted] did not contactcustomer service at any point during her 30 day Risk-Free Trial periods, nordid we receive a return of the shipments in our returns department. Therefore,on May 15, 2014 and May 17, 2014, we charged Ms. [redacted] for her first monthlypayments for the Keranique and Hydrolyze in accordance with the terms andconditions of the Risk-Free Trials. Upon review of Ms. [redacted]’s account, we see that shecontacted us on May 22, 2014 and spoke with one of our customer servicerepresentatives in regards to her accounts. The representative reviewed theterms and conditions that Ms. [redacted] agreed to during her initial orders andexplained that, based on these terms and conditions, Ms. [redacted] was charged for 1of her 2 monthly payments for both the Keranique and Hydrolyze orders. Therepresentative offered $40.00 off the remaining balance for the orders to closeMs. [redacted]’s account. Ms. [redacted] agreed to the discount and her credit card wascharged the remaining balance of $109.90. However, as a courtesy, towards theend of the call the representative refunded Ms. [redacted]’s credit card in the amountof $259.80. Therefore, Ms. [redacted] will no longer receive any charges orshipments from our company and her accounts with us are closed. Additionally, Ms.[redacted] may keep the merchandise in her possession without further obligation tomake a payment. Thank you for bringing this matter to our attention. Wegreatly appreciate the opportunity to clarify this matter. We hope that we haveresolved this complaint to your satisfaction. Please feel free to contact ouroffice if you should have any further questions regarding this account.

Urban Nutrition, LLC[redacted]
[redacted]            July 1, 2014            [redacted]Revdex.com of New Jersey[redacted]...

[redacted]
[redacted] RE: [redacted]CASE # [redacted] Dear [redacted] We are in receipt of your letter dated June 13, 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]’s accounts. As an initial matter, please note that on June 22, 2014 we have refunded [redacted]’s credit card in the amount of $171.80, which constitutes all the charges that [redacted] incurred from our company. [redacted] will no longer receive any charges or shipments from our company and her accounts with us are closed.  Our records indicate that, [redacted] placed her order through our website, www.getkeranique.com, on March 30, 2014 for the Keranique 4 Piece Kit. At the time [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, [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, [redacted] was informed that she would receive the Keranique kit to try risk-free for 30 days. In exchange, [redacted] agreed that the credit card she provided would automatically be charged 2 monthly payments of $79.95, the cost of the Keranique 4 piece kit, unless she contacted customer service for return instructions before the expiration of her 30 day Risk-Free Trial period and returned the products 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. We did not hear back from [redacted], at any point during her Risk-Free Trial, nor did we receive the shipment back in our returns department. Therefore, we charged [redacted] for her first and second monthly payment in accordance with the terms and conditions of the Risk-Free Trial.  On June 22, 2014 we voided the balance of $159.90 due on [redacted]’s account and refunded her credit card in the amount of $171.80, which constitutes all charges [redacted] incurred from our company. Finally, [redacted] may keep the merchandise in her possession without further obligation to make a payment.  Thank you for bringing this matter to our attention. We greatly appreciate the opportunity to clarify this matter. We hope that we have resolved this complaint to your satisfaction. I would like to inform you that our compliance associate, Mr. Adam A[redacted] is out unexpectedly on medical leave at this time. We are in the process of reallocating his workload so your patience and understanding is appreciated. Please feel free to contact our office if you should have any further questions regarding this account.    Sincerely,   [redacted]Paralegal[redacted]
[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.
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 February 9, 2015concerning customer, Ms. [redacted]. Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of thematter, based on the notes in Ms. [redacted]’s account. As an initial matter,please...

note that we have voided the balance of $79.95 due on Ms. [redacted]’s accountand refunded her credit card in the amount of $251.75, which constitutes allcharges that Ms. [redacted] incurred from our company. Ms. [redacted] will no longerreceive any charges or shipments from our company and her account with us isclosed. Ourrecords indicate that, Ms. [redacted] placed her order throughour website, www.getkeranique.com, on October 25, 2014for 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 processingof the shipment. In order for the online transaction to have been processed by ourcompany, Ms.Turner was required to check off a box whichconfirmed her acceptance to the terms and conditions of the Risk-Free Trial.These terms and conditions are displayed on the order page where the customerenters their credit card information. The system is set up to reject the orderin the event the customer does not click this box.  As per the terms and conditions of the Risk-Free Trial, Ms. [redacted] was informed that she would receive a 2 month supply of Keraniqueto try risk-free for 30 days. In exchange, Ms. [redacted] agreed that the credit card she provided wouldautomatically 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. Lastly, Ms. [redacted] was informed that she would receive a new 2 month supplyevery 60 days unless she contacted our customer service department to remove heraccount from the Beauty Auto-Shipment Program. A customer is also removed fromthe Beauty Auto-Shipment Program if they return the Risk-Free Trial merchandiseor 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 toallow the customer to try full size products for a full 30 days so that theycan feel and see the results before they have to make the decision to buy them.These products are not samples and therefore we inform our customers that theywill be responsible for the cost of the merchandise unless they return them asinstructed. Included in all of our shipments is an invoice outlining thespecific bill dates and amounts that will be charged to the customer if theydecide to keep the merchandise. Additionally, we request that the customercontact our customer service department in the event they wish to obtain returninstructions, thereby ensuring that their package will be properly received andprocessed by our returns department and that they will not be charged for theproducts while their return is in transit. Upon review of Ms. [redacted]’saccount, we see that she contacted ourcustomer service department on November 24, 2014, and spoke with one of ourcustomer service representatives in regards to her account. During the call, asa courtesy the representative extended Ms. [redacted]’s trial date to allow her more time to use the product, and informed herthat her trial now ended on January 3, 2015. Unfortunately, during the call therepresentative failed to adjust Ms. [redacted]’s Beauty Auto-ShipmentProgram. Therefore, on December 26, 2014 a second shipment of Keranique was sent to Ms. [redacted]. Our records indicate that Ms. [redacted] did not contactcustomer service again at any point during her adjusted 30 day Risk-Free Trialperiod, nor did we receive a return of the shipment in our returns department.Therefore, we charged Ms. [redacted] for her monthly payments in accordance withthe terms and conditions of the Risk-Free Trial for the October 25, 2015shipment. Additionally, on Ms. [redacted] was charged for the first scheduledpayment, on February 2, 2015, for the December 26, 2014 shipment. On February 8, 2015, Ms. [redacted] contacted our customerservice department and spoke with another one of our customer servicerepresentatives. During the call, Ms. [redacted] informed the representative thatshe returned the December 26, 2014 shipment. The representative voided thebalance of $79.95 due on Ms. [redacted]’s account and refunded her credit card inthe amount of $79.95, for the February 2, 2015 charge. Upon receiving your notice of the claim, we refunded Ms.Turner’s credit card the remaining amount of $171.80, which constitutes allcharges that she incurred from our company. Ms. [redacted] will no longer receiveany charges or shipments from our company and her account with us is closed. Thankyou for bringing this matter to our attention. We do apologize for anyinconvenience this may have caused Ms. [redacted] and greatly appreciate theopportunity to clarify this matter. We hope that we have resolved thiscomplaint to Ms. [redacted]’s and your satisfaction. Please feel free to contactour office if you should have any further questions regarding thisaccount.

Dear Ms. [redacted],
 
We are in receipt of your letter dated March 31, 2014
concerning customer, Ms. [redacted]. [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 refunded her credit card in the amount of $79.95. Ms. [redacted] will
no longer receive any charges or shipments from our company and her account
with us is closed. Additionally, Ms. [redacted] may keep the merchandise in her
possession without further obligation to make a payment.
 
Our records
indicate that, Ms. [redacted] placed her order through
our website, [redacted], on February 5, 2014
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.
 
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, on March 15, 2014, we charged Ms. [redacted] for
her first monthly payment in accordance with the terms and conditions of the
Risk-Free Trial.
 
Upon review of Ms.
[redacted]’s account, we see that she contacted us on March 31, 2014 and spoke with
one of our customer service representatives in regards to her account.
According to the notes in the account, the representative reviewed the terms
and conditions that Ms. [redacted] agreed to during her initial order. During that call, the representative provided Ms.
[redacted] with all of the return instructions, including
Return Number [redacted], and advised her that we must receive her return no later
than April 15, 2014 to avoid future charges. However, after the call ended the
representative voided the balance of $79.95 due on Ms. [redacted]’s
account and refunded her credit card in the amount of $79.95.
 
Ms. [redacted] stated
in her complaint that she was dissatisfied with the customer service she
received from the representative she spoke with on March
31, 2014. 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 Ms.
[redacted] that our Quality Assurance department is trained to take the appropriate
corrective action necessary when a representative has failed to follow company
policies or protocol.
 
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. 
 
Sincerely,
 
 
 
[redacted]
Customer Service
Compliance Associate
[redacted]
[redacted]

size="3">                                  ...⇄ International Hair Institute, LLC
                                        ...⇄                                   P.O. Box
                                        ...⇄ N.J. 07031
 
 
August 28, 2015
 
 
 
Ms. Rain Ferrara
Revdex.com of New Jersey
1700 Whitehorse - Hamilton Sq. Rd. Ste D5
Trenton, NJ 08690
 
 
RE: 10756003/[redacted]
 
We are in receipt of your letter dated August 7, 2015 concerning customer, Mr. [redacted].  Upon receipt of your letter, we investigated Mr. [redacted]’s claim and below are the facts as well as our resolution of the matter based on the notes in Mr. [redacted]’s account.  As a courtesy, on August 24, 2015 we refunded Mr. [redacted]’s credit card in the amount of $145.60, which constitutes all the charges incurred by Mr. [redacted] from our company for products purchased.   Mr. [redacted] may keep the merchandise in his possession without further obligation to make a payment.  Mr. [redacted]’s account has been cancelled. 
 
Our records indicate Mr. [redacted] enrolled in our 30 day Risk-Free Trial program through our website, www.keranique.com, on April 4, 2015 for the Keranique Hair Rejuvenation System (the “System”) and paid $3.95 for shipping and processing of the shipment of the System.  At the time Mr. [redacted] placed his order, he also place an order for Keranique Daily Essentials (the “Essentials”) and paid $1.99 for shipping and processing of the shipment of the Essentials.
 
In order for the online transactions to have been processed by our company, Mr. [redacted] was required to check off a box which confirmed his acceptance to the terms and conditions of the Risk-Free Trials. 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 these boxes.
 
Per the terms and conditions of the System Risk-Free Trial, Mr. [redacted] was informed that he would receive the System to try risk-free for 30 days. In exchange, Mr. [redacted] agreed that the credit card he provided would automatically be charged 2 monthly payments of $79.95, the cost of the System, unless he contacted customer service for return instructions before the expiration of his 30 day Risk-Free Trial period and the System as instructed.   Mr. [redacted] was informed that he would receive a new System every two (2) months unless he contacted our customer service department to remove his 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
 
Likewise, per the terms and conditions of the Essentials Risk-Free Trial, Mr. [redacted] was informed that he would receive the Essentials to try risk-free for 30 days. In exchange, Mr. [redacted] agreed that the credit card he provided would automatically be charged 2 monthly payments of $49.95, the cost of the Essentials, unless he contacted customer service for return instructions before the expiration of his 30 day Risk-Free Trial period and the Essentials as instructed.  Mr. [redacted] was informed that he would receive a new supply every two (2) months unless he contacted our customer service department to remove his 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
 
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 they can feel and see the results before making a decision buy. These products are not samples.  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.
 
Our records indicate that Mr. [redacted] did not cancel his System during his Risk-Free Trial period, nor did we receive a return of the System in our returns department. Therefore, on May 15, 2015, we charged Mr. [redacted] for his first monthly payment in accordance with the terms and conditions of the Risk-Free Trial.
 
Our records indicate, on April 15, 2015 Mr. [redacted] cancelled his Daily Essentials Beauty Auto-Ship Program.  In accordance, with the terms and conditions of the Risk-Free Trial, Mr. [redacted]’s credit card was charged for the first payment.  Mr. [redacted]’s card credit would have been refunded for the first payment upon our receipt of the returned Essentials (even empty) within 30 days Mr. [redacted]’s initial receipt of the shipment however; we never received Mr. [redacted]’s return.
 
Upon notice of your Mr. [redacted]’s claim, we refunded Mr. [redacted]’s credit card in the amount of $145.60, which constitutes all the charges incurred by Mr. [redacted] from our company for products purchased.  Mr. [redacted] may keep the merchandise in his possession without further obligation to make a payment.  Mr. [redacted]’s account has been cancelled. 
 
Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused Mr. [redacted] and appreciate the opportunity to clarify this matter. We hope that we have resolved this complaint to Mr. [redacted]’s and your satisfaction. Please feel free to contact our office if you should have any further questions regarding this account.

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

Urban Nutrition, LLCP. O. Box 310Hoboken, NJ 07030            9/29/2014          We are in receipt of your letter dated September 15th, 2014 concernin* customer, your...

client, Ms. [redacted]. Upon receipt of your letter, we investi*ated her claim and below are the facts as well as our resolution of the matter based on the notes in Ms. [redacted] account.  As an initial matter, please note that we contacted Ms. [redacted] by phone on September 24th, 2014 and informed her that we refunded $7.95 for the Shippin* and Processin* char*e, to*ether with $.60 cents for the sales tax char*ed, and her account with us is closed. Ms. [redacted] stated that she was satisfied with the resolution and considers this matter closed. Our records indicate that Ms. [redacted] initially placed the order on July 31, 2014 with our customer service representative.  At the time Ms. [redacted] placed her order, she enrolled in a 30 day risk free trial offer for a 2 month supply kit of Keranique.  At the time of her order she paid $8.55 total for the shippin* and processin*, and sales tax for the order. The terms, Shippin* and Processin*, order char*e, payment dates, as well as all other conditions that were also listed in the invoice which was included in the order Ms. [redacted] received on Monday Au*ust 4, 2014 accordin* to the U.S.P.S. trackin* number linked to her order.   We train all customer service representatives to read from an approved script verbatim to ensure that the terms and conditions of an offer are communicated clearly and correctly to the customer. The representative also offers the customer a number of different buyin* 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. As per the terms and conditions read durin* the initial sales call, our customer service a*ent informed Ms. [redacted] that she would receive a 2 month supply kit of Keranique to try risk free for 30 days.   In exchan*e, Ms. [redacted] a*reed to be char*ed 2 monthly payments of $79.95, the cost of the product, unless she contacted customer service for return instructions before the expiration of her 30 day trial period and returned the product 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 Pro*ram or for return instructions of her ori*inal order within the 30 days.  A customer is also removed from the Beauty Auto-Shipment Pro*ram if they return the merchandise or any subsequent auto-shipments to our warehouse.  Please note that we offer our customers a “30 day risk free trial” of our products whenever they choose that particular offer such as Ms. [redacted] chose.  The point of the “30 day 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 makin* the decision to keep the products past 30 days or return them to avoid bein* char*ed further.  These products are not samples and therefore we inform our customers that they will be responsible for the future char*es to be paid on the merchandise if kept past the 30 days. Included in all of our shipments is an invoice outlinin* the specific bill dates and amounts that will be char*ed to the customer if they decide to keep the merchandise. Additionally, we request that the customer contact our customer service department in the event that they wish to obtain return instructions, thereby ensurin* that their packa*e will be properly received and processed by our returns department and that they will refunded for the paid amount of their products once our warehouse receives them. When a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, throu*h the United States Postal Service (USPS) and request that they obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a return number to put on the outside of their packa*e when they call for return instructions to ensure expedited processin* with our returns department.   Upon review of Ms. [redacted] account, we see that she called in on Au*ust 25, 2014 and spoke with one of our customer service representatives in re*ards to her account. Durin* this call, Ms. [redacted] indicated she had returned her order to our warehouse on September 2, 2014. Accordin*ly she was not char*ed for the cost of the products.  Our company policy dictates that we immediately refund the product value or void any account balance of a customer who calls or e-mails our customer service department and claims that they have returned the products to our company as instructed.  We encoura*e our customers to obtain a Delivery Confirmation Number as proof of the return so that we may more efficiently locate their shipment; this policy applies re*ardless of whether or not the customer is able to provide us with a delivery confirmation number.   Thank you for brin*in* this matter to our attention. We do apolo*ize for any inconvenience this may have caused Ms. [redacted] and *reatly appreciate the opportunity to clarify this matter. We hope that we have resolved this complaint to Ms. [redacted] satisfaction as well as yours. Please feel free to contact our office if you should have any further questions re*ardin* this account.

[redacted]
[redacted]
[redacted]
           
August 4th, 2014
           
[redacted]
Revdex.com of...

New Jersey
1700 Whitehorse - Hamilton Sq. Rd. Ste D5
Trenton, NJ 08690
 
RE:  CASE [redacted]
 
Dear [redacted]
 
We are in receipt of your letter dated July 8, 2014 concerning customer, your client, [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 [redacted] account.  As an initial matter, please note that we have voided the balance due on [redacted] account and refunded her credit card in the amount of $183.83 which constitutes all of the charges that [redacted] incurred from our company.
 
Our records indicate that, [redacted] placed her order through our website www.[redacted] on March 21, 2014 for the [redacted] piece kit. At the time [redacted] placed her order, she enrolled in our 30 day Risk-Free Trial program for [redacted] and paid $4.23 for shipping and processing of the shipment.  In order for the online transaction to have been processed by our company, [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 any orders in the event the customer does not click this box.
 
As per the terms and conditions of the Risk-Free Trial on the website and on the invoice, [redacted] was informed that she would receive a 5 piece kit of our [redacted] product to try as a risk-free 30 day trial.  In exchange, [redacted] agreed that the credit card she provided would automatically be charged 2 monthly payments of $85.54, the cost of our [redacted] Kit after taxes, 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 when they call us for return instructions 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 past the 30 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 transit. When a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the [redacted] 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.
 
Upon review of [redacted]s account, we see that she first contacted our customer service department on June 6, 2014 to ask why she was charged her first and second payments of $85.54. [redacted] also inquired about returning the second order she had received through the auto-ship program that she had signed up for when she placed the original order.  This first order had a 30 day trial period expiration date of April 29, 2014, and [redacted] had already been billed for this order in accordance with the terms of the offer.  At the time of her call, [redacted] had only been billed for the shipping and processing since this shipment was still within the 30 day risk free trial period.
 
The customer service representative explained to [redacted] that she was billed in accordance with the offer terms after the expiration of her 30 day risk free trial for her first order.  The representative also explained that the payment dates were highlighted in the invoice she received with her original order.  The representative explained to [redacted] that she could return her second order since it was still within the 30 day risk free trial period and provided [redacted] with return instructions as well as return materials authorization number in order to return the second order.  Once we received that second order, we removed the pending two charges that would apply for that order, voided her balance for that order, cancelled her future shipments and closed out her account.
 
[redacted] has been refunded all charges disputed to your company in her original complaint.  We also included a refund of her shipping and processing which constitutes all of the charges incurred by our company.  [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 [redacted] and greatly appreciate the opportunity to clarify this matter.  We hope that we have resolved this complaint to [redacted] satisfaction as well as yours and kindly apologize for any delays in the investigation of this case due to the chargeback that [redacted] made with her credit company to dispute her charges.  Please feel free to contact our office if you should have any further questions regarding this account. 
 
Sincerely,
 
[redacted]
Customer Service Compliance Associate
[redacted]