Magic Face Therapy

Review: Letter sent to Magic Face Therapy and Novaderm, To Supervisor of Customer Service, 4/13/2015, Ref: 14-Day Free Trial of Face and Eye Crme My credit card company informed me by phone that my card was charged with $89... on 3/28/15 by Magic Face Therapy and Novaderm. I called Monday, 4/6/15 and talked with a representative, Ms. [redacted]? (probably a wrong name), station # [redacted]. I complained about charging my account that early, since the 14-day trial would be over by 4/3/15 which was Good Friday. I received the merchandise Friday, 3/20/15. I was informed by Ms. [redacted]? that the trial period begins with the date of order. The order confirmation and shipment notification states 14-day trial, however, there is no mention that the free trial duration starts with the date of the order. According to your policy the trial duration is actually 8 days only. I explained to Ms. [redacted]? that I have a very sensitive skin and I got an allergic reaction, therefore, I will return the cremes. As you can see the cremes are hardly used and I expected a refund. I understand, at the time I was calling, that the 14-day Free trial period was over. However, since the Easter Holidays intervined, I expected the company would accept the return Monday after Easter. It would have been a kind gesture, indeed! Instead, I received a very rude response, for example:"...we don't care if you send the cremes back or through it in the garbage, our policy is to charge your account after 14 days from the date you ordered." I requested to speak with the supervisor, but was denied. I requested a written confirmation to send to my email address and to this date I have not received a response.Very truly yours, M A PEnclosures: 1 Magic Face Therapy Creme, 1 Novaderm CremeDesired Settlement: I expect a refund of $ 89.00. Since this was a free trial and I had to pay for S+H costs twice.

Business

Response:

Hello,

Review: On August 26th I ordered a free trial of two face products and paid $4.95 shipping for each of them from: Magic Face ([redacted] and GFP-Clear Skin Solution ([redacted]

On Sept.1st (as soon as I received them) I called both companies and cancelled any future orders and was assured that I would not receive any further product or be charged for anything other than the two charges of $4.95 that I had already paid. However, on Sept. 9th I was charged $89.94 and $89.49 on my Credit Card.

On September 11th when I realized that they had charged me even though I had called and cancelled any further orders, I called them again and was told that they had no record of me ever calling and that they would cancel my order take the charges off and that I would not be charged any further.

On Sept. 23rd I called again to ask why the charges where not removed and was told that they had no record of me ever calling to cancel and that all sales were final and that they would not issue a refund even though I had called twice to make sure I would not be charged for something I didn’t want. I was told that according to their records I ordered these products on Sept. 9th and authorized these purchases. I most definitely did not.

I have disputed these charges because I did not order their product or authorize these charges. Their customer service was also horribly rude.Desired Settlement: I would also like it to be known that they are unfairly charging people and completely disregarding the fact that even though you may call well within the terms and conditions given, they blaitently tell you that your a liar and charge you anyway

Business

Response:

Dear [redacted],Our company, Magic Face Therapy strives to make sure that our customers are completely satisfied; therefore we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers must affirm to and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes. Please see the following check-out page for more information:https://magicfacetherapy.com/terms.htmlWe feel for our customer’s concerns, and have processed a refund in the amount of $89.49 as requested. In addition, this customer has been taken off recurring billing and will no longer be billed. Please allow for 5-7 business days for this refund to be processed. Please feel free to contact us know if you should have any further questions at 877-669-1240 or [email protected],Magic Face [email protected]

Review: charges me$ 4.95 for a trail of this product for one doesn't do anything and a month later my credit card was charged for $89.00 upon calling them lady stated in fine print this was going to happen I still cant find where it says this anywhere I wouldn't have if I knewDesired Settlement: I was asking for refund they then offered me more product at a discounted rate I said I was very unhappy with product let alone the surprise charge I got no offer to refund just cancellation of pre ordered monthly shipment of more of this product claim # [redacted]

Business

Response:

Dear [redacted],Our company, Magic Face Therapy strives to

make sure that our customers are completely satisfied, therefore we take

consumer complaints very seriously. Before customers commit to our 14

day free trial, our customers must affirm to and acknowledge the terms

& conditions for our autoship program by marking the T&C

check-boxes. Please see the following check-out page for more

information: http://www.magicfacetherapy.com/terms.html

Review: This started with a special commercial on TV for 2 items. I tried to get the special, but only one item.

they gave me 2 and I didnt care, since it was only 9.95. When it arrived together, no paper work. Then on 7/8/15 Rapid Renewal took 99 dollars and change out of my bank. I was overdrawn. I went to bank and called them, we argued awhile and they finally agreed to refund in a few days. I said make sure to take me off any list, etc. They said ok. I had to go to Amscot to borrow gas money. Next time was about 1.5 wk later. Magic Eye. I was at work and had the supervisor from claims at [redacted] call. [redacted] contacted [redacted]. She denied everything and even said that the phone number was wrong. [redacted] told her that it was the number with the deduction and what we called you on. She still denied it. Finally, [redacted] said ok we will file a complaint. I did receive a package the first time after the fact and sent it back. The second package came again after the fact and I sent it back. But this time I paid attention to the name of the company on it and it was Magic Face Therapy but the same PO Box in Santa Ana, CA.

So we have Rapid Renewal with Anti Aging Cream and Magic Eye/Magic Face Therapy with the same address. However, the second time they took money it was Magic Eye in WY. All very hard to get to the truth, because of 3 companies together and misc. information.Desired Settlement: They need to be honest with the public.

Business

Response:

Dear [redacted],Our company, Magic Face Therapy strives to make sure that our customers are completely satisfied, therefore we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers must affirm to and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes. Please see the following check-out page for more information: https://trymagicface.com

Magic face theropy has horrible customer service. You have to spend hours just to cancel you account. I called 3 different numbers and got the same person every time. She was so rude I hung up because she wasn't listening at all to what I had to say. Then she calls back and keeps pushing the product. Worst experience I have ever had in my 57 years of life. Never have I been treated as this girl treated me. I was charged money I should of never had to pay. She would not refund my money or let me return the product. Horrible experience. No customer should be treated as she treated me. And I have worked with the public. The customer is always right and at least compromised with. She did neither.

Your customer representative is very rude...

I didn't order replacement product because it did break out my skin when I used trial one. And I sent same email where you guys advertised on line.

But you send the product without my permission and charging me? So I called your customer rep. and asked her to return it but she said, I can't...and you guys are not allowed. Excuse me? Did you want the law suits?

you will not charge me... I will return it...

Kyong [redacted]

Review: This company sent a trial face cream and I wanted to cancel it going forward. When I reached them to state that I had two boxes that I needed to return unopened they said they would refuse to take back the product which was a completely unopened product and even the shipping box unopened. I feel that this is bad business and they should allow the consumer to return items unopened and get their money back. The product is very expensive at $89. each and the woman on the other end of the line said that I agreed to the terms which were 14 or 15 pages long all of which I never saw when I signed up to receive the free trial. The other thing she didn't mention when I said I wanted to cancel was that the two creams one being their face cream and another an eye cream was that the two creams although shipped together and rubber banded together from the same warehouse were actually two different companies. That conversation ended with her telling me she could cancel the future shipments and charges and that would be all she could do. She never once told me knowing full well that these two items often ship together (they were advertised together on a facebook webpage and the offer was all in one for the trial) so now I found out another month later that she only cancelled the face cream because that's her company and I have to now call the eye cream company to cancel that particular part of the order. The reason I know this is because I was charged for the eye cream again two days ago and I called the Magic Face company and the man that answered told me there are two different companies and I would need to call the other Nova Derm company to cancel the eye cream. The customer service woman should have told me that to begin with so now I've been charged another $89. All together I have paid $178 for face creams from Magic Face Therapy that are still in the box and $267 for the eye creams from Nova Derm (the other company) that are still in the box unopened.Desired Settlement: I would like to receive a full refund for the products that I have that are unopened and that which have never even been taken out of the shipping boxes they came in.

Business

Response:

Dear [redacted] ,Our company, Magic Face Therapy strives to make sure that our customers are completely satisfied, therefore we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers must affirm to and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes. Please see the following check-out page for more information: https://trymagicface.comIn accordance to our Refund Policy, covered in our Terms and Conditions, we are only subject to processing up to a full refund for the most recent order of our product. Therefore, we have gone ahead and processed a refund in the amount of $89.49 for the latest transaction on July 7, 2015. In addition,you have been taken off recurring billing and will no longer be billed. Please allow for 5-7 business days for this refund to be processed. Please feel free to contact us know if you should have any further questions at (877) 753-2099 or [email protected].

Review: I went to www.trymagicfacetherapy.com/d/special6u and ordered Magic Face Therapy & Nova Derm Eye Cream. First step is to fill out the form & click "Rush My Trial". Second & final step was to fill-out credit card info. (Rush Order). I received, my Trial order but another order came Oct. 19, 2015; not knowing why. So, I called Magic Face Therapy, & was told I agreed to the Terms & Conditions before I filled out the form. I told them, there was no Terms & Conditions listed. They said, I had to put a tick mark in a box (there was no box for me to check). They referred me to a different web page www.trymagicface.com (However, this isn't the page I ordered from). If the web page I ordered from was like the one they referred me to, there's "NO WAY I WOULD HAVE AGREED TO THIS" (it tells me it's not free). This sounds to me like bate & switch- free trial, but really isn't. They advertise 14 day trial, No Commitments! Period of 10 days & 4 days shipping after that I'm charged full price for product. That's not enough time to see if product works, when it takes longer than 4 days to receive it in the mail & 14 days starts the day you order the product. After receiving the order on Oct. 19th, I went back to the web page I initially ordered from to see if there was "Terms & Conditions" (their wasn't). I filled out the form again with a different name so I could get to the "Final Process (credit card info). I then scrolled down the page & hidden in small print & was so fainted I could barely read it: "By submitting, you concent to having read and agreed to our Terms & Conditions and after your 14 day trial period has expired, being enrolled in our membership program for $89.49 plus shipping per month. You can cancel anytime by calling 877-498-0214 FREE. " NOTE: There is NO BOX TO CHECK for Terms & Conditions (This allows a non response to be considered consent). & when filling out the credit card info., your eyes are focused on the final step not scrolling down the page looking for hidden Terms & Conditions (this should be listed in STEP 1 when you first fill in your info. There should be 2 boxes that you indicate either that you agree or do not agree ( a response should be required, but they don't want you to see the hidden message). If you do not agree that should terminate the purchase process.Desired Settlement: I would like a full refund of $179.43, which was charged to my credit card and they revise their web page with 2 boxes that indicate either that you agree or do not agree. If you do not agree that should terminate the purchase process (so nobody else has to go through what I did......a non response to be considered consent).

Business

Response:

Dear [redacted],Our company, Magic Face Therapy strives to make sure that our customers are completely satisfied, therefore we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers must affirm to and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes. Please see the following check-out page for more information:http://www.magicfacetherapy.com/terms.htmlIn accordance to our Refund Policy, covered in our Terms and Conditions, we are only subject to processing up to a full refund for the most recent order of our product. Therefore, we have gone ahead and processed a refund in the amount of $32.00 for the latest unrefunded transaction on 10/19/2015. In addition, this customer has been taken off recurring billing and will no longer be billed. Please allow for 5-7 business days for this refund to be processed. Please feel free to contact us know if you should have any further questions at 877-669-1240 or [email protected].

Review: This company advertises that your 14 day trial period is 10 days + 4 days shipping after that you are charged full price for product. My complaint is that it took 8 days to receive the product which means I didn't have ample time to try the product out to see that my face broke out and can not use the product. According to their policy I had 14 days to cancel. I was 2 days late due to the fact that I didn't receive the product within that 4 day shipping time they promised. So I didn't have 10 days to try it, I had less than a week. While I understand their policy, I believe they should have allowed a full refund due to the fact that they didn't get the product to me within that 4 days. Or they shouldn't advertise that they can.Desired Settlement: They did offer me 50% refund but I would like a full refund and will return the product to them as they require when you cancel a trial offer.

Business

Response:

Dear [redacted],Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes. Please see the following check-out page for more information: https://magicfacetherapy.com/

We apologize for the delay on our shipping and that you were unable to achieve the result you were expecting with out product Magic Face Therapy. We feel for your concerns and as such have processed a full refund in the amount of $89.49 for our product Magic Face Therapy. In addition, it seems as there was a failure in our system with a refund processed during your call with customer service, but have adjusted it now. Therefore, within 7 business days your bank statement should reflect two refunds in the amounts of $89.49 and $88.78 respectively. We hope this response serves satisfactory to you kimberly, and please feel free to contact us if you should have any further questions or concerns.

Sincerely,

Magic Face Therapy

Review: Both my husband and I signed up for the "14 Day Trial" for 2 products (i.e. Magic Face Therapy & Novaderm Eye Cream) on Oct.21st, 2015. I called on Nov.4th, 2015 to cancel my subscription as per their "Terms & Conditions" posted below:

14 Day Trial Offer: In order to enroll in the 14 Day trial offer, you must pay a S&H fee of $4.95 for a 30-day supply. Depending on the order time, we ship the product the same day or the day after you place your order (with the exception of weekends and holidays). We allow up to 4 days for you to receive the product in the mail.

At the end of your 14 Day trial, if you do not wish to continue taking Magic Face Therapy, you must call customer service to cancel within 14 Day trial of placing your trial order or you will be automatically enrolled in our auto-ship program.

Definition of "Trial": a test of the performance, qualities, or suitability of someone or something.

My understanding is that I had 14 days to test this product as per their wording "14 Day Trial", but customer service stated that I only had 10 days to try it as they accounted for 4 days shipping. This is NOT how their "Terms & Conditions" is worded as it states I can "cancel within 14 Day trial of placing your trial order", NOT within 14 days. The key word is "trial" as I cannot physically test a product unless it is in my possession and I have not physically had this product in my possession for 14 days to trial as they suggest. In calling, customer service stated that I actually only have 10 days for trial, but this is not how it is worded, therefore, missing the cancellation date.

Received the product till Oct.23rd and I have been charged $89.49 twice (for both Magic Face Therapy and Novaderm), so have been charged $178.98 for product I do not want to receive and believed to be within the cancellation period. No corporate office contact info would be released or to be found on the web and have spent over 4 hours speaking with supervisors with no resolution.Desired Settlement: To be refunded on the following cancellation orders:

And that their "Terms & Conditions" on their webpage is changed to be more accurately worded stating their "actual" policy that the 14 day trial period is inclusive of 4 days for shipping, therefore, only 10 day are allotted for the trial period, it is not a "14 day trial period" as stated -- this is very confusing and misleading to the end user.

Business

Response:

Dear [redacted],Our company, Magic Face Therapy strives to make sure that our customers are completely satisfied, therefore we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers must affirm to and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes. Please see the following check-out page for more information:http://www.magicfacetherapy.com/terms.htmlIn accordance to our Refund Policy, covered in our Terms and Conditions, we are only subject to processing up to a full refund for the most recent order of our product. Therefore, we have gone ahead and processed a refund in the amount of $89.49 for the latest unrefunded transaction on 11/11/2015. In addition, this customer has been taken off recurring billing and will no longer be billed. Please allow for 5-7 business days for this refund to be processed. Please feel free to contact us know if you should have any further questions at [redacted] or [email protected] .Sincerely,Magic Face [email protected]

Review: I ordered the products on 7/31/15, 1 face cream,1 eye serum, advertised as a free sample, with the knowledge of only having to pay S+H of 9.95 per sample. I then saw the 14 day trial period on the webpage, and changed my mind about this decision, and called back to cancel. I was told I could not cancel until 8/13/15, the day before the 14 day trial period ends, starting from the date of ordering. This would not in fact be a 14 day trial, since I did not receive the eye serum until 8/5/15, and the face cream until 8/6/15, which would have been 8 days of trial, and 7 days of trial. And then I was unable to call on 8/13/15, as I was at the hospital tending to a serious family emergency, which required my full attention, that day and several days after. When I was able to call I explained my situation, and that the packages are unopened in original packaging. I made a request for a full refund, and was told I was unable to receive a full refund. I was offered a 35% discount, then a 50% discount, then a 75% discount. I told them I did not want a discount, but felt I had been falsely advertised to, did not want to use the product any more, requested a full refund, and was going to return the products "Return to Sender" in original packaging, unopened. She told me to wait to talk to a supervisor, during normal business hours, to request a "Return Authorization". I received a call back the next day while at work, and could not take the call. I was able to call back today, and was spoken to quite rudely, by a "Supervisor". I was told I could not receive a refund, was offered a 50% discount, and as I explained my situation and request for a full refund, he told me he would take away the 50% discount if I did not want that. He explained the terms of the purchase, and the charges to be incurred after the 14 day trial period. I told him I did try and call after the purchase, and was told I could not cancel yet. I want to return all products and would like a full refund.Desired Settlement: Full Refund

This product is nothing but a scam. it doesn't work it doesn't do anything. The bottle had much less then the listed amount. Then they charge your credit card over $89 after charging you the initial $4.95. This should be a crime. By the time you call to cancel the money has been charged to your card and they won't refund your money back. Sales person is very rude and she attempts to convince you to keep trying the product so that they can charge for another month and the plus $89. Stay away from this junk and criminal activity.

Misleading advertising and poor customer service. This is a scam!

This company offers a 14 day trial period. The 14 days should start from the day you receive it not from the day you order it. These people will not give you and rma after 14 day after you order the product but they hold the order for 5 days before they ship and it took 2 days to get here, so what you get is a 7 day trail period if you start the day you receive it. The women who answers the phone is very rude. I will dispute the charges on the credit card charges.

Review: Finesse Face Serum and Nova Derm Eye Cream advertise a free 14 day trial of each product for only $4.95, but they don't tell you that the 14 day begins on the day of order placed!!! I ordered on 4/7/15 and it was delivered on 4/13/15; I called to cancel and avoid the $89.49 charge and was told it was too late that the charge had been placed that morning!!! I should have had until 4/27/15 to have a 14 day trial since that's when I got it and started using it and I have seen NO improvements whatsoever since using it. This company is scamming people by using the order date to start the trial instead of the delivery date! I'm on Social Security fixed income and this is really going to hurt my finances this month. This company should not be operating under these conditions of using the order date! I don't know anyone who does that and their product Does NOT work!!!Desired Settlement: I would like a total refund of my charges of $89.49 please

Business

Response:

Dear Ms. [redacted],We at Magic Face Therapy apologize for the inconvenience. However, these two companies: Finesse and Nova Derm are not affiliated with Magic Face Therapy. Therefore, we recommend that you contact these companies individually for the charges/refunds as we cannot assist you any further. They can be reached at their customer service emails/lines:

[email protected] [email protected] 877-348-3844 Sincerely,Magic Face TherapyCustomer [email protected]