Lifes2good, Inc.

Complaint: ***
I am rejecting this response because:Ms***You stated in your response that I sent emails with attachments which were too large to go throughWhat you failed to acknowledge was that those emails were sent after I spent a month a half calling, sending emails with
no attachments, and getting no responseI emailed: 1/3, 1/23, 1/29, 2/I called: 1/4, 1/12, 1/22, 2/4, 2/Each time I was told someone would get back to me within to hoursThe amount of time I spent getting no response from your company to resolve my complaint was completely unacceptableYes, I finally received payment that covered expensesBut that does not resolve the lack of customer service issueNot only did I have a horrible medical reaction that caused me pain and suffering, but the amount of time spent going to the doctor, the pharmacy, and then trying to chase down someone from your company for a month and a half is inexcusableThis issue is not resolved
Sincerely,
*** ***

We were able to track the return, using the prepaid label we provided, and see it's on the way backWe are issuing a full refund of $to the *** card on file and customer can expect for it to reflect on their account in the next to business daysIf there are any further questions or concerns, please feel free to contact Customer Service at 1-877-333-

Our terms state to return for credit. Customer could have simply returned the product back in July and would have been credited then. As a courtesy, we have re-issued a prepaid return label to the customers work address. If it is not received, we need to know as soon as possible. Customer can expect...

to receive it within 7-10 business days via USPS. We do stand by our product and will credit the customer in full upon return.

This customer placed an order on our website for the Viviscal Elite Entry Kit which costs $119.97 + 8.875% tax $10.65 (Rate of Sales Tax in New York), making an order total of $130.52. The customer chose to pay for her order in 3 monthly installments. When a customer chooses to pay in 3 monthly...

installments, the sales tax is charged in full on the first installment, it is not spread across the 3 payments for a monthly charge of $43.54. The charges for her order would appear as follows –   1st Payment        - $39.99 + $10.65 sales tax = $50.64 2nd Payment       - $39.99 3rd Payment       - $39.99   The customer has spoken to our Customer Care Team and the charges were explained to her. We have cancelled the customer's order as requested and provided her with return information and a prepaid label to return her order. We have refunded the customer for the charge of $50.64 that was taken from her account and this should be visible on the customer's statement within the next 7-10 business days. The customer has also been advised that she can keep the order free of charge as a goodwill gesture to apologize for any misunderstanding. The customer had also placed a second order for Fibers ($24.99), Elixir ($19.99) plus shipping and handling ($6.95) totaling $56.64. As you can see, the customer is mistaken in assuming her amount owed increased from $43.64 to $56.64. These were mutually exclusive orders independent of one another.  We apologize for the difficulties experienced by our customer. The case has been reviewed in full by our IT and Customer Care team to identify areas for improvement and prevent recurrence. We hope this resolution is acceptable for the customer.   Kind Regards,   [redacted] Viviscal Customer Care

Good morning, I am emailing you in reference to complaint ID [redacted] In an effort to provide the best customer service possible, we take this complaint very seriously. My goal is to provide you with adequate information regarding this case. Please feel free to contact me directly at any time....

·         The customer had 2 orders- order #[redacted] sent on 6-18-2015 & order [redacted] sent on 8-18-2015 ·         Our money back guarantee (MBG) policy is valid through 90 days post purchase date. All customers are required to agree to the terms and conditions, which outline the details of the MBG, when purchasing via web and telephone. ·         The MBG for order [redacted] expired on 9-25-2015 and MBG for order #[redacted]  expired on 11-25-2015 . ·         The customer called in 11-2-2015 and cancelled the membership as this was purchased for a friend in Canada and was advised of the return policy and said she would call back ·         The customer called on 2-22-2016 and wanted a refund and was advised the MBG had expired on the orders and would not be able to receive a refund ·         All payments were made Thank you for reviewing this information and please let me know how I can be of assistance moving forward. [redacted] Loyalty Marketing Director Email: [redacted]
[redacted] Lifes2good [redacted]
[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]