This customer placed an order on our website for the Viviscal Elite Entry Kit which costs $+ 8.875% tax $(Rate of Sales Tax in New York), making an order total of $The customer chose to pay for her order in monthly installmentsWhen a customer chooses to pay in monthly installments, the sales tax is charged in full on the first installment, it is not spread across the payments for a monthly charge of $The charges for her order would appear as follows – 1st Payment - $+ $sales tax = $2nd Payment - $3rd Payment - $ The customer has spoken to our Customer Care Team and the charges were explained to herWe have cancelled the customer's order as requested and provided her with return information and a prepaid label to return her orderWe have refunded the customer for the charge of $that was taken from her account and this should be visible on the customer's statement within the next 7-business daysThe customer has also been advised that she can keep the order free of charge as a goodwill gesture to apologize for any misunderstandingThe customer had also placed a second order for Fibers ($24.99), Elixir ($19.99) plus shipping and handling ($6.95) totaling $As you can see, the customer is mistaken in assuming her amount owed increased from $to $These were mutually exclusive orders independent of one another We apologize for the difficulties experienced by our customerThe case has been reviewed in full by our IT and Customer Care team to identify areas for improvement and prevent recurrenceWe 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 seriouslyMy goal is to provide you with adequate information regarding this casePlease feel free to contact me directly at any time · The customer had orders- order # [redacted] sent on 6-18-& order [redacted] sent on 8-18-· Our money back guarantee (MBG) policy is valid through days post purchase dateAll 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-and MBG for order # [redacted] expired on 11-25-· The customer called in 11-2-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-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] Lifes2good [redacted]
This customer placed an order on our website for the Viviscal Elite Entry Kit which costs $+ 8.875% tax $(Rate of Sales Tax in New York), making an order total of $The customer chose to pay for her order in monthly installmentsWhen a customer chooses to pay in monthly installments, the sales tax is charged in full on the first installment, it is not spread across the payments for a monthly charge of $The charges for her order would appear as follows – 1st Payment - $+ $sales tax = $2nd Payment - $3rd Payment - $ The customer has spoken to our Customer Care Team and the charges were explained to herWe have cancelled the customer's order as requested and provided her with return information and a prepaid label to return her orderWe have refunded the customer for the charge of $that was taken from her account and this should be visible on the customer's statement within the next 7-business daysThe customer has also been advised that she can keep the order free of charge as a goodwill gesture to apologize for any misunderstandingThe customer had also placed a second order for Fibers ($24.99), Elixir ($19.99) plus shipping and handling ($6.95) totaling $As you can see, the customer is mistaken in assuming her amount owed increased from $to $These were mutually exclusive orders independent of one another We apologize for the difficulties experienced by our customerThe case has been reviewed in full by our IT and Customer Care team to identify areas for improvement and prevent recurrenceWe 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 seriouslyMy goal is to provide you with adequate information regarding this casePlease feel free to contact me directly at any time · The customer had orders- order # [redacted] sent on 6-18-& order [redacted] sent on 8-18-· Our money back guarantee (MBG) policy is valid through days post purchase dateAll 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-and MBG for order # [redacted] expired on 11-25-· The customer called in 11-2-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-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] Lifes2good [redacted]