KOR Instincts

REGARDING Revdex.com CASE#: ***To Whom It May Concern:Thank you for contacting us, and we are sorry we have not been able to provide the customer with a satisfactory customer experience.We have implemented on our website that the consumer must check the YES box to indicate that they have read through
the terms and conditions of our companies polices and agree to these terms and conditionOnce the box is checked YES and the purchase information is entered; then the consumer is enrolled into our program and the orders are processed. The website always offers the terms and conditions available for the consumer, the product details and the customer support informationOur company policy is to ensure that we advertise our customer support information on all aspects to ensure that it is convenient for the consumerWe have this detail listed on the merchandise bottles, email confirmations sent directly to the customer email address provided on their account, the invoices sent with shipment and the product website.After reviewing the customer account; we have issued the customer the following refunds in the interest of amicable resolution:• 11/25/- Refunded - $Trans-ID: ***• 11/25/- Refunded - $Trans-ID: ***Refunds are made to the source of the original payment, and processing generally takes to business daysThe subscription, which was agreed upon by agreeing to Terms and Conditions on our checkout page has been cancelled. We hope this will satisfy the customer's concerns as well abide by our policiesOur interest in resolution is genuinePlease contact us at *** to contact us directly.Regards, Sam J***Dispute Resolution Agent

To Whom It May Concern:*** said she cancelled within the trial period time frame but according to the customer’s account history, the first time the customer reached out to the company was on April 7, 2016.I do apologize that the customer had a poor experience with our customer serviceThe customer was given a total refund in the amount of $for the last two products orderedShipping and handling fees are non-refundable which is stated in our terms and we do have a 30-day return policy therefore the first two products ordered on January 17, and March 6, 2016, cannot be returned and refundedI have taken an in depth look into this complaint with our company, and reviewed our website and Terms and Conditions.The terms and conditions are made available via our website, and there is a click-accept terms and conditions box during the checkout process that links the consumer directly to the terms and conditions for review before their purchase commitmentCustomers enrolled in our Membership Program have the opportunity to cancel their Memberships at any time, and return the product to our warehouse for a full refund, no questions asked. We also provide partial refunds to consumers that are not satisfied with our products, or don’t wish to be enrolled in our Membership program, but wish to keep the productOur customer service center is available 24-including holidays. We appreciate the tip provided by the Revdex.com and have taken steps to improve our website, and business practices

REGARDING Revdex.com CASE#: To Whom It May Concern: Thank you for contacting us, and we are sorry we have not been able to provide the customer with a satisfactory customer experienceWe have implemented on our website that the consumer must check the YES box to indicate that they have read
through the terms and conditions of our companies polices and agree to these terms and conditionOnce the box is checked YES and the purchase information is entered; then the consumer is enrolled into our program and the orders are processedThe website always offers the terms and conditions available for the consumer, the product details and the customer support informationOur company policy is to ensure that we advertise our customer support information on all aspects to ensure that it is convenient for the consumerWe have this detail listed on the merchandise bottles, email confirmations sent directly to the customer email address provided on their account, the invoices sent with shipment and the product websiteAfter reviewing the customer account; we have issued the customer the following refunds in the interest of amicable resolution: 10/10/- Refunded - $Trans-ID: *** Refunds are made to the source of the original payment, and processing generally takes to business daysThe subscription, which was agreed upon by agreeing to Terms and Conditions on our checkout page has been cancelledWe hope this will satisfy the customer's concerns as well abide by our policiesOur interest in resolution is genuinePlease contact us at *** to contact us directlyRegards, Sam J*** Dispute Resolution Agent

To whom it may concern, Thank you for reaching out to us, we take pride in providing customer satisfaction. We took a look at the customer's account and unfortunately chargeback activity has taken placeWe regret that due to the customer’s current dispute of charges from our company, we
are unable to resolve this matter Regards, Sam J*** Dispute Resolution Agent

Original complaint is accurate. Reattached here

Complaint ID# ***To Whom It May Concern:We are disappointed that this customer is unhappy with her experience with our company and we are diligently working towards a resolution regarding this complaint.Margaret places her order for the product Natural Ceramides and Hydroxacel Eye Cream on September 15, The customer paid shipping fees at this time for a day supply of the product Natural Ceramides and Hydroxacel Eye Cream and receiving a day trial period.The “Free Trial” pertains to the time we are allowing our customers to use our product before their commitment to purchase the product, not for the actual product During their initial trial, customers who are unsatisfied with the product are free to call our customer service agents to cancel within the trial period without ever being charged the purchase priceCustomers are also free to call into our customer service center and have their trials extended if they feel they need more time to review the potential benefits of its use before they commit.Our customer service number is made available to the consumer right after their initial purchase, as we send an order confirmation email to the email address they used to order their trial We also have the number disclosed on the packing slip and brochure that accompanies the product when it is shipped, our website, and the number is also located on the product itself.The terms and conditions are also made available via our website, and there is a click-accept terms and conditions box during the checkout process that links the consumer directly to the terms and conditions for further review before their purchase commitment.Customers enrolled in our Membership Program have the opportunity to cancel their Memberships at any time, and return the product to our warehouse for a full refund, no questions asked We also provide partial refunds to consumers that are not satisfied with our products, or don’t wish to be enrolled within our Membership program, but wish to keep the product anywayOur customer service center is available 24-including holidays. On October 7, 201* this customer was charged for the Natural Ceramides product on October 11, 201* charged for Hydroxacel Eye Cream product and by doing do the customer was registered as an auto delivery customer Since, we had not received any communication from the customer to our support center at this time with any concerns on their account.When Margaret contacted the Customer Service support about cancelling her account, per her request on November 9, 201*, the customer service department implemented that no additional charges would be applied to her account as requested and cancelled his account.After reviewing the customer account we show this customer was refunded on three separate accounts’ they are listed below:Order ID# 2920894- Natural Ceramides : 11/12/201* 02:09pm - Refunded - $Trans-ID: ***Order ID# 2927380- Hydroxacel Eye Cream: 11/20/201* 04:03pm - Refunded - $Trans-ID: ***Order ID# 2980016- Natural Ceramides: 11/20/201* 04:03pm - Refunded - $Trans-ID: *** At this time this account has been satisfied per the company and the customer. We hope this will satisfy her concerns as well abide by our policies. Client Channel Services a service offered by ***.comState Dispute Response Processing

To Whom It May Concern: Thank you for contacting us, and we are sorry we have not been able to provide our customer with a satisfactory customer experienceIn light of the latest complaint we have issued the customer a total refund in the amount of $for the product in questionRefunds
are made to the source of the original payment, and processing generally takes to business days. The subscription, which was agreed upon by agreeing to Terms and Conditions on our checkout page has been cancelledWe hope this will satisfy our customer’s concerns as well and we are deeply sorry for the inconvenienceRegards, Sam J*** Dispute Resolution Agent

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Thank you,
Aurea S[redacted]

Re: Case # [redacted] – [redacted] To whom it may concern, We looked at the customer's account and unfortunately chargeback activity has taken place since our last interaction. We regret that due to the customer’s current dispute of charges from our company, we are unauthorized to make changes on this account now that the dispute has pivoted through an entirely separate process. If you have any additional questions or information, contact Sam J[redacted] at [redacted]   Regards, Sam J[redacted] Dispute Resolution Agent

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Susan M[redacted]

At no time did either of the two customer service representatives with whom I spoke on April 14, 2016, indicate I would be refunded ANY amount. In fact, they both explicitly said that, per company policy, they could not extend any refund--they could only send two additional bottles of the product. Regardless of the company's refund policy, it was their responsibility to inform me, the consumer, of what their representative had registered me for on December 19th via phone communication. There was never a reason for me to contact the company with complaints or concerns given there was never any information provided to me regarding their "Terms of Service Agreement" including, but not limited to their automatic renewal of the product, their no refund policy, or their cancellation policy. Therefore, I was unaware of any of this, and since I was not receiving any products, I was also unaware they were charging me for products each month. Had I known that a.) I was being signed up for an automatic service, I would not have registered for the free trial; b.) their products were being shipped to me without my ordering them (I did not receive any products until 3 months later), I would have been alerted to this issue much earlier and resolved it prior to the business' arbitrary 30-day policy; and c.) that the products' full price was completely unreasonable to begin with, I would have never shown an interest in the product in the first place. This was all information the company is responsible to present to the consumer in a clear, transparent manner, and they did not. Furthermore, they cannot expect that I am accountable to a "Terms of Service Agreement" that was never presented to me. My order of their free trial was done over the phone, and no additional information was provided in writing or otherwise.I do not consider this issue resolved until I receive the full refund ($406.70) for the products I did not order, I did not receive, and I did not want.

To Whom It May Concern: Thank you for contacting us, and we are sorry we have not been able to provide the customer with a satisfactory customer experience. We have implemented on our website that the consumer must check the YES box to indicate that they have read through the terms and conditions of...

our companies polices and agree to these terms and condition. Once the box is checked YES and the purchase information is entered; then the consumer is enrolled into our program and the orders are processed. The website always offers the terms and conditions available for the consumer, the product details and the customer support information. Our company policy is to ensure that we advertise our customer support information on all aspects to ensure that it is convenient for the consumer. We have this detail listed on the merchandise bottles, email confirmations sent directly to the customer email address provided on their account, the invoices sent with shipment and the product website. After reviewing the customer account; we have issued the customer a total refund in the amount of $568.44; for all products on 9/23/16 in the interest of resolution. Refunds are made to the source of the original payment, and processing generally takes 7 to 10 business days. The subscription, which was agreed upon by agreeing to Terms and Conditions on our checkout page has been cancelled. We hope this will satisfy the customer's concerns as well abide by our policies. Regards, Sam J[redacted] Dispute Resolution Agent

To Whom It May Concern: We are disappointed that this customer is unhappy with her experience with our company and we are diligently working towards a resolution regarding this complaint. William places his order for the product Natural Ceramides on December 3, 2015. The customer paid shipping fees at this time for a 30-day supply of the product Natural Ceramides and receiving a 14-day trial period. The “Free Trial” pertains to the time we are allowing our customers to use our product before their commitment to purchase the product, not for the actual product.  During their initial trial, customers who are unsatisfied with the product are free to call our customer service agents to cancel within the trial period without ever being charged the purchase price. Customers are also free to call into our customer service center and have their trials extended if they feel they need more time to review the potential benefits of its use before they commit. On December 21, 2015 this customer was charged for the Natural Ceramides and by doing do the customer was registered as an auto delivery customer.  Since, we had not received any communication from the customer to our support center at this time with any concerns on their account. When William contacted the Customer Service support about cancelling his account, per his request on January 14, 2016, the customer service department implemented that no additional charges would be applied to his account as requested. After reviewing the customer account, we have issued a refund for the product Natural Ceramides on February 10, 2016, in the amount of $94.74   Refunds are made to the source of the original payment, and processing generally takes 4 to 5 business days.   Unfortunately, there will be no additional refund issued to this customer due to our 30-day return policy. According to our records the customer has pass the allotted time frame.

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

The credit card company reversed the chargeback and advised me to contact the Revdex.com, the response from the merchant is not correct.

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Thank you for intervening on my behalf and I do hope this business will change it's approach to consumers and not offer so-called "special pricing" when that is not actually the final price.
Regards,
[redacted]

To Whom It May Concern: We are disappointed that this customer is unhappy with their experience with our company and we are diligently working towards a resolution regarding this complaint At this time we have reviewed the customer’s account and noticed that the customer has filed a dispute of...

charges with their cardholder or bank. Because these charges are being investigated, we are no longer authorized to issue any changes or refunds to the customer’s account. The customer’s accounts with us have been cancelled, and no future orders will be placed. I would recommend that the customer contact their bank for any further information regarding these charges. We apologize for any inconvenience.   Warm Regards, Sam J[redacted] Dispute Resolution Manager

To Whom It May Concern:Thank you for contacting us, and we are sorry we have not been able to provide you with a satisfactory customer experience.In light of your latest complaint we have issued the customer a total refund in the amount of $94.74; for the product in question.Refunds are made to the...

source of the original payment, and processing generally takes 7 to 10 business days. The subscription, which was agreed upon by agreeing to Terms and Conditions on our checkout page has been cancelled. We hope this will satisfy her concerns as well and we are deeply sorry for the inconvenience. Regards,Sam J[redacted]Dispute Resolution Agent Dispute Resolution Agent

The only thing I reject to is that I was charged $89.74 two times.  The response only credits me for one of the $89.74 charges.Please credit me the 2nd charge for $89.74.  This could have all been avoided if the operators/supervisors/managers would have not acted unprofessional when I called them to ask for these credit - when I did not have any products to show for them.  Thank you very much.[redacted]

To whom it may concern, To Whom It May Concern:Thank you for contacting us, and we are sorry we have not been able to provide our customer with a satisfactory customer experience.We have implemented on our website that the consumer must check the YES box to indicate that they have read through...

the terms and conditions of our companies polices and agree to these terms and condition. Once the box is checked YES and the purchase information is entered; then the consumer is enrolled into our program and the orders are processed. The website always offers the terms and conditions available for the consumer, the product details and the customer support information. Our company policy is to ensure that we advertise our customer support information on all aspects to ensure that it is convenient for the consumer. We have this detail listed on the merchandise bottles, email confirmations sent directly to the customer email address provided on their account, the invoices sent with shipment and the product website.In light of the latest complaint we took a look at your account and confirmed the refunds were issued through our CRM and confirmed through our gateway (see attached) for the following amounts:09/13/2016 04:16pm  $52.69- Refunded - Trans-ID: [redacted]09/07/2016 05:12pm - Refunded - $94.74 Trans-ID: [redacted] Refunds are made to the source of the original payment, and processing generally takes 7 to 10 business days. The subscription, which was agreed upon by acknowledging the Terms and Conditions on our checkout page was cancelled. We hope this will satisfy our customer’s concerns as well and we are deeply sorry for the inconvenience.Regards,Sam J[redacted]Dispute Resolution Agent