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Reviews Online Retailer Keranique

Keranique Reviews (119)

Dear Ms. ,
 
We are in receipt of your letter dated January 22, 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. Ms.
[redacted] will no longer receive any non-payment notification letters from our
company and her account with us is closed. It should be noted that our efforts
to collect on delinquent accounts never include reporting delinquency or charge
off information to credit bureaus. 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, www.getkeranique.com,
on October 28, 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.
 
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.
 
Upon review of Ms. [redacted]’s account, we see that she
contacted us on November 29, 2013 and spoke with one of our customer service
representatives in regards to her account. The representative reviewed the terms
and conditions that Ms. [redacted] agreed to during her initial order. Unfortunately,
the call was disconnected before the representative could further assist Ms.
[redacted] in regards to her Keranique order.
 
We did not hear back from Ms. [redacted], nor did we receive
the shipment back in our returns department. Therefore, we attempted to charge Ms.
[redacted] for her first monthly payment in accordance with the terms and conditions
of the Risk-Free Trial. When the charges on Ms. [redacted]’s credit card did not go
through, her account was placed in a delinquent status and as a result, she received
a non-payment notification letter. 
 
Upon receiving your notice of the claim, we voided the
balance of $159.90 due on Ms. [redacted]’s account. Ms. [redacted] will no longer receive
any non-payment notification letters from our company and her account with us
is closed. It should be noted that our efforts to collect on delinquent
accounts never include reporting delinquency or charge off information to
credit bureaus. Additionally, Ms. [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
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,

[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]

International Hair Institute, LLC.[redacted]
[redacted]  September 9th, 2014 [redacted]Revdex.com of New Jersey1700 Whitehorse - Hamilton Sq. Rd. Ste D5Trenton, NJ 08690 Re: Case [redacted] Dear...

[redacted] We are in receipt of your email dated August 14, 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. Ms. [redacted]’s credit card has been refunded in the amount of $79.95 plus $3.95 for Shipping and Processing, for her Keranique order. The total refunds mentioned above constitute all the disputed 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 an order on June 20, 2014 with one of our sales representatives for the Keranique 5 Piece Kit, comprising shampoo, conditioner, hair regrowth treatment, volumizing spray and a comb (“Keranique Kit”). At the time Ms. [redacted] placed her order, she enrolled in our 30 day Risk-Free Trial offer for product and paid $3.95 for the shipping and processing of the shipment. We train all sales representatives to read from an approved script verbatim to ensure that the terms and conditions of an offer are communicated clearly and correctly to the 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 Ms. [redacted], we confirmed that she accepted the “Try It Before You Buy It” offer of product by verbally agreeing to the terms and conditions of the Risk-Free Trial. As per the terms and conditions read during the initial sales call, our sales representative informed Ms. [redacted] that she would receive a two month supply (1 Keranique Kit) of product to try Risk-Free for 30 days. In exchange, Ms. [redacted] agreed to be charged 2 monthly payments of $79.95, the cost of each Keranique Kit, unless she contacted customer service for return instructions before the expiration of their 30 day trial period and returned the Keranique Kit as instructed. Lastly, Ms. [redacted] was informed that she would receive one new Keranique Kit 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. As per the terms and conditions of the Risk-Free Trial, Ms. [redacted] was informed that she would receive the Keranique Kit to try risk-free for 30 days. In exchange, Ms. [redacted] agreed that the credit card she provided would automatically be charged 2 monthly payments of $79.95, plus a small shipping and processing fee of $3.95 for the Keranique 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. 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 in the case that they decide to keep the merchandise.  Additionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in 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.  Upon review of Ms. [redacted]’s account, we see that she contacted us on July 18, 2014 and spoke with one of our customer service representatives in regards to her account. 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 August 1, 2014 to avoid future charges. Our records indicate that Ms. [redacted] did not contact customer service again, nor did we receive a return of the shipment in our returns department. Therefore, on August 8, 2014, we charged Ms. [redacted] for her first monthly payment of $79.95 in accordance with the terms and conditions of the Risk-Free Trial. On August 13, 2014 a credit of $83.90 was refunded back to Ms. [redacted]’s credit card comprising the first payment of the Keranique Kit and the shipping and processing fee.  Ms. [redacted] will no longer receive any charges or shipments from our company and her account with us is closed.  Ms. [redacted] stated in her complaint that she was dissatisfied with the customer service she received from the representative she spoke with on July 18, 2014. Please note that 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 our company, 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, and will do so in relation to this call.  We hope that we have resolved this complaint to Ms. [redacted]’s and your satisfaction. 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. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters.  Please feel free to contact our office if you should have any further questions regarding this account.   Sincerely,  [redacted]Paralegal[redacted]
[redacted]  [redacted]

Dear [redacted] We are in receipt of your letter dated January 3, 2015concerning [redacted]. Upon receipt of your letter, we investigated herclaim and below are the facts and our resolution of the matter, based on thenotes in [redacted] account. As...

an initial matter, please note that we havevoided the balance of $171.09 due on [redacted] account. [redacted] will nolonger receive any charges or shipments from our company and his account withus is closed. Our records indicate that [redacted]called to place an order on December 29, 2014 with one of our salesrepresentatives for the Keranique Hair Rejuvenation System. At the time [redacted]placed the order, he enrolled in our 30 day Risk-Free Trial offer for Keraniqueand paid $8.51 for shipping and processing of the shipment. We train all sales representatives to read from an approvedscript verbatim to ensure that the terms and conditions of an offer arecommunicated clearly and correctly to the customer. After these terms andconditions are read, the representative must obtain a clear verbal acceptancefrom the customer to process the order. The representative will not process theorder if the customer either declines the trial offer or fails to issue aresponse to the offer. We confirmed that [redacted] accepted the “Try It Before YouBuy It” offer of Keranique by verbally agreeing to the terms and conditions ofthe Risk-Free Trial. As per the terms and conditions read during the initialsales call, our sales representative informed [redacted] that hewould receive a 2 month supply of Keranique to try Risk-Free for 30 days. Inexchange, [redacted] agreed to be charged 2 monthly payments of $85.55, the costof the Keranique, unless he contacted customer service for return instructionsbefore the expiration of their 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 shipmentsis an invoice outlining the specific bill dates and amounts that will becharged to the customer if they decide to keep the merchandise. Additionally,we request that the customer contact our customer service department in theevent they wish to obtain return instructions, thereby ensuring that theirpackage will be properly received and processed by our returns department andthat they will not be charged for the products while their return is intransit. When a customer calls in for return instructions, we direct them toreturn the products, whether used, empty or full, through the United StatesPostal Service [redacted] and request they obtain a Delivery Confirmation Number asproof of the return. We also provide the customer with a Return Number to puton the outside of their package to ensure expedited processing with our returnsdepartment.  Upon review of [redacted] account, we seethat hecontacted our customer service department on January3, 2015, and spoke with one of our customer service representatives in regardsto the account. During that call, the representative provided [redacted] with all of the return instructions, including Return Number [redacted]and advised him that we must receive the return no later than January 17, 2015to avoid future charges. On January 8, 2015, our returns department received [redacted]’sreturn shipment. At that time we voided the balance of $171.09 due on [redacted]’s account. [redacted] will no longer receive any charges or shipmentsfrom our company and his account with us is closed. Thank you for bringing this matter to our attention. We doapologize for any inconvenience this may have caused [redacted]. [redacted] andgreatly appreciate the opportunity to clarify this matter. We hope that we haveresolved this complaint to [redacted]’s and your satisfaction. Pleasefeel free to contact our office if you should have any further questionsregarding this account.   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.

Dear [redacted], We are in receipt of your letter dated April 15, 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]’s...

account. As an initial matter,please note that we would like to apologize to [redacted] for anyinconvenience this may have caused. We have voided the balance of $247.80 dueon [redacted]’s account and are sending her a check in the amount $83.90,which constitutes all charges that she incurred from our company. [redacted]will receive this check within 14 to 21 days from the date of this letter. [redacted] will no longer receive any charges, shipments or non-paymentnotification letters from our company and her account with us is closed. It should be noted that our efforts tocollect on delinquent accounts never include reporting delinquency or chargeoff information to credit bureaus. Our recordsindicate that, [redacted] placed her order throughour website on May 10, 2013 for the Keranique HairRejuvenation System. At the time [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. Inorder for the online transaction to have been processed by our company, [redacted] wasrequired to check off a box which confirmed her acceptance to the ter** andconditions of the Risk-Free Trial. These ter** 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.  Asper the ter** and conditions of the Risk-Free Trial, [redacted] wasinformed that she would receive a 2 month supply of Keranique to try risk-freefor 30 days. In exchange, [redacted] agreedthat the credit card she provided would automatically be charged 2 monthlypayments of $79.95, the cost of the Keranique, unless she contacted customerservice for return instructions before the expiration of her 30 day Risk-FreeTrial period and returned the Keranique as instructed. Lastly, **.[redacted] was informed that she would receive a new 2month supply every 60 days unless she contacted our customer service departmentto remove her account from the Beauty Auto-Shipment Program. A customer is alsoremoved from the Beauty Auto-Shipment Program if they return the Risk-FreeTrial merchandise or any subsequent auto-shipments to our warehouse. 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. Upon review of **.[redacted]’s account, we see that she contacted our customer service department on May 21, 2013,via e-mail, and informed us that she had returned the merchandise prior tocontacting us. We responded to [redacted]’se-mail requesting that she send us a delivery confirmation number from theUnited States Postal Service so that we could verify that the shipment was intransit and we could close her account to avoid any charges. Unfortunately, wedid not hear back from [redacted], nor didwe receive a return of the shipment in our returns department.Therefore, on June 16, 2013, we charged [redacted] for her first monthlypayment in accordance with the ter** and conditions of the Risk-Free Trial. Inthe meantime, because [redacted]’s account had been set up for the BeautyAuto-Shipment Program, a second shipment of Keraniquewas sent to [redacted]. When we attemptedto charge [redacted] for her remaining monthly payments in accordance withthe ter** and conditions of the Risk-Free Trial, the charges on her credit carddid not go through and her account was placed in a delinquent status. As aresult, [redacted] began to receive non-payment notification letters.   Upon receivingyour notice of the claim, we voided the balance of $247.80 due on [redacted] account and are sending her a check in the amount $83.90, whichconstitutes all charges that she incurred from our company. [redacted] willreceive this check within 14 to 21 days from the date of this letter. **.[redacted] will no longer receive any charges, shipments or non-paymentnotification letters from our company and her account with us is closed. Itshould be noted that our efforts to collect on delinquent accounts never includereporting delinquency or charge off information to credit bureaus. Thank you forbringing this matter to our attention. Once again, we sincerely apologize forany inconvenience this may have caused [redacted] and greatly appreciate theopportunity to clarify this matter. We hope that we have resolved thiscomplaint to [redacted]’s and your satisfaction. Please feel free to contactour office if you should have any further questions regarding thisaccount.   Sincerely,[redacted]Customer ServiceCompliance AssociatePhone [redacted]Fax [redacted]

We are in receipt of your letter dated July 10, 2015, concerning customer, Ms. [redacted].  I have confirmed with our Payment Processing department, the refund in the amount of $129.90,  was  refunded to Ms. [redacted]’s visa credit card on July 9, 2015.   Since Ms. [redacted]’s visa credit card has been refunded, I am unable to process a refund in the form a check as requested by Ms. [redacted] in her rebuttable letter.  Ms. [redacted] will need to contact her credit card company.Thank you for the opportunity to clarify this matter. We apologize for any inconvenience this may have caused Ms. [redacted]. 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 April 12, 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 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.
 
Our records
indicate that, Ms. [redacted] placed her order through
our website, www.getkeranique.com, on February 23, 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 April
6, 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 our customer service department on April 7, 2014,
and spoke with one of our customer service representatives in regards to her
account. During that call, the representative provided Ms. [redacted] with all of the return instructions, including Return
Number 2871799, and advised her that we must receive her return no later than April
21, 2014 to avoid future charges and receive a refund.
 
On
April 15, 2015 we received Ms.
[redacted]’s return shipment. At that point, we 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.
 
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,

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 December 31, 2014concerning customer, Ms. [redacted]. Upon receipt of your letter, weinvestigated his claim and below are the facts and our resolution of thematter, based on the notes in Mr. [redacted]’s account. As an initial...

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

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                                      �...                                   P.O. Box                                         ... N.J. 07031  August 28, 2015   Ms. Rain FerraraRevdex.com of New Jersey1700 Whitehorse - Hamilton Sq. Rd. Ste D5Trenton, 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.

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.

Good Afternoon,
 
Please see attached response to [redacted] complaint.  If you need anything further, please feel free to contact me.
 
Thank you and Happy New Year,

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.  Please note, on May 29,...

2015, we issued a refund to Ms. [redacted]’s credit card in the amount of $84.95, which constitutes all the charges incurred by Ms. [redacted] for products purchased from our company.  In addition, we have issued a separate refund check in the amount of $25.00, to cover the cost of the overdraft fees incurred by Ms. [redacted], due to our payment processing error.  Ms. [redacted]’s account with us has been canceled.Our records indicate that, Ms. [redacted] placed her order through our website, www.getkeranique.com, on March 10, 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 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 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 $84.95 ($79.95,the cost of the System + $5.00 in sales tax), 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. 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 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 contacted our customer service department on April 23, 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]’s account. Additionally, Ms. [redacted] agreed to keep the System in her possession at a discount of $84.94. Due to a payment processing error, on our part, Ms. [redacted]’s credit card was charged $84.46 instead of $84.95 on April 23, 2015.  On May 20, 2015 our system caught the error and automatically charged the short fall $0.49 to Ms. [redacted]’s credit card.On May 29, 2015, we issued a refunded to Ms. [redacted]’s credit card in the amount of $84.46 and $0.49, which constitutes all charges that Ms. [redacted] incurred from our company for product ordered.  In addition, we have issued a separate refund check in the amount of $25.00, to cover the cost of the overdraft fees incurred by Ms. [redacted] due to our payment processing error.  Ms. [redacted] can expect to receive this refund check within two weeks.  Ms. [redacted]’s account has been canceled. 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.
Regards,
[redacted]

We are in receipt of your letter dated concerning customer, Ms. [redacted]. Upon receipt of your letter, we investigated her claim and beloware the facts as wells as our resolution of the matter based on the notes in Ms. [redacted]’s account.  As an initial matter, please note...

that we issued a credit to Ms. [redacted]’s credit card in the amount of $119.90, on March 7, 2015 which constitutes charges that Ms. [redacted] incurred from our company.Our records indicate that Ms. [redacted] placed her order through our website, www.getkeranique.com, on March 3, 2015 for the 5 piece Keranique Kit (“the Kit”) and selected the “Upfront Payment” option.  Under the Upfront Payment option our customers pay for a 2 month supply upfront in exchange for a discount off the product price. And like all of our trial offers, the “Upfront Payment” offer comes with our 30 day Bottom of the Jar Guarantee. This means that the customer can contact our customer service department within 30 days of receipt of the shipment and return the merchandise as instructed to receive a full refund of their product purchase price, less shipping and processing and return postage fees.In order for the online transaction to have been processed by our company, Ms. [redacted] was required to check off a box which confirmed her acceptance to the terms and conditions of the offer. 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. Please note while do we offer Risk-Free Trials Ms. [redacted] selected the Upfront Payment option opposed to the Risk-Free Trial. Ms. [redacted] never was part of our Risk-Free Trial program. Upon review of Ms. [redacted]’s account, we see that she contacted us on March 7, 2014 and spoke with one of our customer service representatives in regard to heraccount.  During the same call the representative refunded Ms. [redacted]’s credit card in the amount of $119.00 which constitutes charges that Ms. [redacted] incurred from our company. On March 10, 2015 Ms. [redacted] contacted us and spoke with one of our customer service representatives regarding returning the shipment.  The representative advised Ms. [redacted] everything is clear and Ms. [redacted] may keep the merchandise in her possession without further obligation. Ms. [redacted] stated in her complaint that she was dissatisfied with the customer service she received from the representative with whom she spoke.  Please note that customer service is a top priority of our company, so all of our representatives are trained to speak with customers in a respectful and courteous 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.To address Ms. [redacted]’s query in regard to a $3.95 shipping and processing charge for the product at the time of order.  There was only a $3.95 authorization, not a charge, for shipping and processing placed on Ms. [redacted] credit card. This shipping & processing amount was reversed when the transaction was cancelled on March 3, 2015. Ms. [redacted] may confirm this with her bank.Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused Ms. [redacted] and greatly appreciate theopportunity to clarify this matter. We hope that we have resolved this complaint to Ms. [redacted]’s and your satisfaction. Please feel free to contactour office if you should have any further questions regarding this account.

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

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]

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