Kesa LLC

The customer's information is not in our system. Please provide the order confirmation number or reference number so we can resolve this issue.

Per system notes and recorded phone call, we did offer for Ms. [redacted] to return the products with a valid RMA number for a full refund or if Ms. [redacted] did not want to wait up to 30 days for her refund to be processed she could accept a 50% courtesy refund that would have been submitted the day of...

the phone call. Ms. [redacted] did deny both offers and the call was ended. As a courtesy we will issue a full refund in good faith that the products will be confirmed returned back to us. Please allow 7-10 business days for that refund to reflect and the return address is below. 
 
Novus 
PO Box [redacted]Phoenix, AZ 85072-2033

We have not been contacted by the financial institution regarding the dispute and it is still active on our end. We cannot issue any refunds at this time.

Per system records and reviewing the recorded phone call, Ms. [redacted] was issued a full refund of $98.41 for the Novus Serum that she ordered on October 3, 2015 and received on October 10, 2015. Per the trial's terms and conditions that Ms. [redacted] agreed to, it states that we are not held liable for over...

draft fees and the customer did agree to paying full price for that product if we did not hear from the customer within the 14 day trial period. We have complied with Ms. [redacted] request of a full refund and her subscription remains closed. Thank you and have a nice day.

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. Sincerely, [redacted]

As a courtesy we will issue a full refund of $98.41 back to the customer in good faith that the product will be returned back to us. Please allow 7-10 business days for that to reflect and the return address for retuning the product is below. 
Novus 
PO Box [redacted]Phoenix, AZ...

85072-2033

Complaint: [redacted]I am rejecting this response because: The credit card company did contact this company before I contacted the Revdex.com.   The fraud department contacted me to let me know that they flatly refused to refund the charge.  That is when I contacted them on my own and eventually hung up on by customer service.  That is when I researched how reputable this company was and discovered several consumers had similar issues with this company. This is why I cannot accept their response.  Sincerely,[redacted]

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. Sincerely, [redacted]

Per system records, the charge of $98.41 that the complainant had requested as a refund has already been disputed through the financial institution. We are unable to issue any refunds at this time and the complainant will have to contact their financial institution for further information regarding...

the charge.

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. Sincerely, [redacted]

Per recorded phone call on March 14, 2016 the complainant did verbally agree to a RMA number to return the product back to us for a full refund to avoid all further disputes. 
As a courtesy we will issue a full refund on the charge of $98.41 that was billed on March 12, 2016 in good faith that...

the product will be confirmed returned back to us with the RMA number. Please allow 7-10 business days for that refund to reflect and the return address is below. 
 
NovuDerm
PO Box [redacted]Phoenix, AZ 85072-2033

Complaint: [redacted]I am rejecting this response because: That statement is incorrect. If you would have agreed to issue the refund to me through my financial institution, we would not be having these back and forth communication through Revdex.com. The financial institution has told me that since you have refused to issue the refund, there is nothing that can be done on their end. On the other hand, you (the Business) have the authority to issue the refund, if I mail the product back. Please issue the refund.Sincerely,[redacted]

As agreed to by the Terms and Conditions of the original order, we send you a 30 Day supply of product for the price of shipping as part of a 14 Day Trial, which begins the date of the order. You have 14 Days from the date of the order to try the product and decide if you would like to continue...

receiving it on a monthly basis. If you decide that you do not wish to receive the product on a monthly basis, all you need to do is call or email our Customer Care center and we are happy to cancel your Trial for you. However, if we do not receive a cancellation request in the 14 Day time frame, we charge you the full price for the product that you ordered.
As the customer stated that they had already contacted their financial institution to file a dispute, we can do nothing further for them regarding these charges.
We are not responsible for the outcome of the dispute; that responsibility lays with the financial institution of the customer.

The complainant did not contact us regarding the lack of delivery of the products. We do stand by our terms and conditions and if the financial institution sided with the information that we provided we are unable to issue any refunds. We did attempt to make contact with the complainant on March 29, 2016 to resolve the issue, but the complainant did not answer the phone call. We cannot issue any refunds at this time.

Per system records the complainant did receive a full refund in the amount of $98.41 and as of today's date, August 19, 2016 we have not received any returned products. 
Please allow 7-10 business days for that refund to reflect and the return address is below for all the returned...

products. 
 
[redacted] 
PO Box 52033  Phoenix, AZ 85072-2033

Complaint: [redacted]I am rejecting this response because: this response from Novu Derm, Kesla LLC is completely untrue. I have lived at my residence for over two years now so I did not give them the address that they attempted to send the packages to. If they had the wrong address in their system and ALL items were returned undeliverable, why should I be held accountable? This is ridiculous! They know they never sent me a package that I received and they know that anything they attempted to send was delivered back to them deemed "undeliverable." Both personal that I talked to from their company confirmed that. One man said there was a mistake and he was sure I would get my money back because I never received even the trial offer! Then he came back on the phone after talking to "his boss" and said they were not returning any of the money until I told him I was filing a complaint. This company needs to be monitored for its ethics and honesty. I am sending out a blast e mail to all my church, PTA's, tennis team, neighbors, friends and coworkers to be aware of this company and not to purchase any of their products from TV adds bc of what they have done to me. It's just wrong.Sincerely,[redacted]

Per system records, the customer was issued RMA numbers that made their products eligible for a full refund regardless of when they returned it, since they threatened to contact the Revdex.com and agreed to return the product for a full refund if they didn’t file a complaint.
However,...

as a courtesy to the customer, we have issued a full refund back to the card that was used to place the original order. Please allow 5-10 business days for the refunds to process and credit your account. We do apologize for any inconvenience this may have caused you.
While we try to make all customers aware of the Terms and Conditions when they place an order, we do understand that some customers may have overlooked them. If you have already received a product from us, please feel free to keep this product as a courtesy.
We do ask that the customer return the product that they have received to the following address:
                NovuDerm Returns
                PO Box 52033
                Phoenix, AZ 85072-2033
We recommend shipping through USPS, as most other companies do not deliver to PO Boxes.
Refund information:
02/06/2017 08:35am - Refunded - $98.41 Trans-ID: [redacted]
02/06/2017 08:35am - Refunded - $97.41 Trans-ID: [redacted]
Thank you for allowing us to correct this situation for you.