Makaha Inc

Complaint: ***
I still haven't heard from them and my refund is still not processed like they promisedThis company has gotten reputation for making promises and I would want you to please follow up with them to ensure I get my refund
Thank you
***

We understand that Miss *** is unhappy with the services providedWe would like to apologize for any inconvenience caused to herWe realize how frustrating a situation like this can be and we are currently working to make it right
After reviewing our records, we found that Miss
*** had placed orders on December 9th, for trial offers on our websiteWhen Miss *** trial orders were shipped out, they included a 30-day supply of Resvibrant anti-aging serum and Hydramatrix MD crèmeAt the time of the purchase, Miss *** agreed to the terms and conditions of the trial offersShe paid a shipping charge of $3.97, $3.98, along with a shipping insurance charge of $1.99, totaling $Our terms and conditions state that if the account is not cancelled within the first days for Resvibrant, or days for Hydramatrix MD, the customer would be charged for the products received during their trial periodThe terms and conditions also state that the customer would be enrolled into a monthly auto ship program
The website always offers the terms and conditions available for the customer, 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 customer
It appears that Miss *** had contacted our customer service department requesting a refund on March 28th, Our customer service agent informed Miss *** that her first order was not eligible for a refund since it was beyond the 30-day money back guaranteedOur records also indicate that both trial orders were delivered to Miss *** address via USPS tracking numbers *** *** ***It is our policy that we are not responsible for lost or stolen packages by the carrier
We apologize again for the inconvenience as customer satisfaction is our top priority
Sincerely,
Resvibrant & Hydramtrix Customer Service

Complaint: ***I am rejecting this response because: a full size of product was never receivedIf it had been, it would have been returned, an the product was never received, and if It had been received, it would have been returned, at such an outrageous pricePrefer that BB&T be reimbursed, due to this scam operation. Sincerely,*** ***

We understand that *** *** is unhappy with the services providedWe would like to apologize for any inconvenience caused to herWe realize how frustrating a situation like this can be and we are currently working to make it right
After reviewing our records, we found that *** *** had
placed orders on November 30th, for trial offers on our websiteWhen *** *** trial orders were shipped out, they included a 30-day supply of Resvibrant anti-aging serum and Hydramatrix MD crèmeAt the time of the purchase, *** *** agreed to the terms and conditions of the trial offersShe paid a shipping charge of $3.97, $3.98, along with a shipping insurance charge of $1.99, totaling $Our terms and conditions state that if the account is not cancelled within the first days for Resvibrant, or days for Hydramatrix MD, the customer would be charged for the products received during their trial periodThe terms and conditions also state that the customer would be enrolled into a monthly auto ship program
The website always offers the terms and conditions available for the customer, 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 customer
It appears that *** *** had contacted our customer service department requesting an account cancellation on January 16th, Our customer service department processed an account cancellation so that no future shipments or billings would take placeIt is our policy that a customer must have prior authorization from customer service prior to returning a product
As a courtesy, we have processed a refund for the last shipment sent in the amount of $ This refund should post back to *** *** account in to business days
Sincerely,
Resvibrant & Hydramtrix Customer Service

Dear ***We apologize about the confusion regarding your trail samplesOften if a customer calls in to cancel and the orders have already been sent to fulfillment, the will still shipAs you were advised through email, you will not be charged for these ordersAdditionally, we have applied the
following refunds to your account: $for shipping insurance$for ResVibrant's shipping charge$for HydraMatrix's shipping chargeFor a grand total of $that has been applied to your account, you should see these refunds post in to business daysYou may keep the products that were sent to you as an apology for the inconvenience

We understand that *** *** is unhappy with the services providedWe would like to apologize for any inconvenience causedWe realize how frustrating a situation like this can be and we are currently working to make it right
After reviewing our records, we found that ***
*** had placed orders on January 13th, for trial offers on our websiteWhen *** *** trial orders were shipped out, they included a 30-day supply of Resvibrant anti-aging serum and Hydramatrix MD crèmeAt the time of the purchase, *** *** agreed to the terms and conditions of the trial offersShe paid a shipping charge of $3.97, $3.98, along with a shipping insurance charge of $1.99, totaling $Our terms and conditions state that if the account is not cancelled within the first days for Resvibrant, or days for Hydramatrix MD, the customer would be charged for the products received during their trial periodThe terms and conditions also state that the customer would be enrolled into a monthly auto ship program
The website always offers the terms and conditions available for the customer, 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 customer
It appears that *** *** had contacted our customer service department requesting an account cancellation and refund on February 2nd, Our customer service department processed an account cancellation, applied a $refund, and assigned *** *** an RMA to return the most recent shipmentAt this point in time, *** *** accounts with Resvibrant and Hydramatrix were closed so no future billings or shipments would take placeIt is our policy that the products must be checked in at our warehouse, even if the bottles are empty, before we can apply a full refund on the account
As requested, we have now processed a full refund in the amount of $to *** *** accountWe would also like to inform you that we will take extra measures to make sure that such errors don't happen again in the futureWe apologize again for the inconvenience as customer satisfaction is our top priority
Sincerely,
Resvibrant & Hydramtrix Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I would like to note that company responded with an incorrect street address; my house number is *** but they stated that my refund would be sent to *** (there is no house on my street associated with that number) I hope this is a typo on the company's part and not purposely done in order to hinder processing my refund I appreciate what the Revdex.com has done in an expeditious manner However knowing that the Revdex.com is not a regulatory agency, I am somewhat wary as to whether the company will actually send me a refund to my address They have stated several times over the telephone that a refund would be processed but that hasn't happened which led me to contact the Revdex.com
To anyone who is considering a free trial from ResVibrant which *** *** is pushing, I strongly advise you to refrain from any purchase They call it a trial but don't tell you or give you any paperwork that you will start being charged on a monthly basis By the time you are charged an additional approximately $100, the SCAM has begun and it's time consuming, if not impossible, to get a refund
Sincerely, *** ***

Thank you for the opportunity to respond to your recent inquiry
The goodwill and satisfaction of our customers is important to us. And, we look forward to a swift and satisfactory resolution in this matter. Please consider the
following:
1. When a customer places an order, we clearly verify the terms of our trial offer not once, but twice times:
a. First, we display our terms clearly on the order form stating “I understand and agree to the terms of this offer”, which is required for an order to be completed
b. We then send a confirmation email with order information and terms of our trial offer
2. We also offer an unconditional 30-day money back guarantee. Customers must simply return the product with an RMA within days for a full refund, regardless if the product was used or not! This means that a customer may use the entire bottle as long as they return it within the 30-day allotted time period
We feel confident that ResVibrant is one of the highest-quality and most effective anti-aging products available, so much so that we assume great risk to send a premium product on a trial basis for people to see results firsthand
In regards to *** *** concerns, we see in the customer notes that the first time she made contact with the call center was 9/20/*** *** requested that her accounts be cancelled and an RMA was assigned to return the two most recent shipmentsPer our terms and conditions, we offer a 30-day money back guarantee on each shipmentSince the customer was requesting to return shipments from every month dated back to May 2016, we were unable to honor her request
In good faith, we attempted to apply a refund to the customer’s accountUnfortunately, this attempt was unsuccessful because the charges are already being disputed with *** *** financial intuition
We apologize for any confusion that may have been caused as customer satisfaction is our top concern at ResVibrant

We understand that Miss *** is unhappy with the services providedWe would like to apologize for any inconvenience caused to herWe realize how frustrating a situation like this can be and we are currently working to make it right
After reviewing our records, we found that Miss
*** had placed orders on December 12th, for trial offers on our websiteWhen Miss *** trial orders were shipped out, they included a 30-day supply of Resvibrant anti-aging serum and Hydramatrix MD crèmeAt the time of the purchase, Miss *** agreed to the terms and conditions of the trial offersShe paid a shipping charge of $3.97, $3.98, along with a shipping insurance charge of $1.99, totaling $Our terms and conditions state that if the account is not cancelled within the first days for Resvibrant, or days for Hydramatrix MD, the customer would be charged for the products received during their trial periodThe terms and conditions also state that the customer would be enrolled into a monthly auto ship program
The website always offers the terms and conditions available for the customer, 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 customer
As requested, we have processed a full refund less shipping charges to Miss *** accountThe refund of $has been issued back to her MasterCard on file ending in ***This refund should post back to her credit card in to business days
We would also like to inform you that we will take extra measures to make sure that such errors don't happen again in the futureWe apologize again for the inconvenience as customer satisfaction is our top priority
Sincerely,
Resvibrant & Hydramtrix Customer Service

Complaint: ***I am rejecting this response because:
As of 3/13/I have not received a refund from the company as described in their response.Sincerely,*** *

Initial Business Response /* (1000, 14, 2015/11/24) */
Dear *** ***,
Thank you for the opportunity to respond to your inquiry
The goodwill and satisfaction of our customers is important to usWe look forward to a swift and satisfactory resolution in this matter
We apologize
for the delay in responseOur records indicate that your account was closed on 10/13/15, and we received a return package containing one of your shipments on 11/2/Your account has been canceled and you will not be receiving any more shipments
Additionally, your account was refunded in the amount of $on 10/13/15, and for $on 11/20/Please allow 7-business days for this transaction to process
We apologize for any confusion that may have been caused as customer satisfaction is our top concern at ResVibrant
Sincerely,
*** ***
General Manager
Initial Consumer Rebuttal /* (3000, 17, 2015/12/02) */
We lack one more payment which should come on next statementWill advise if it doesn't come
Thank you very much!

We have updated the address on file for your account to:
*** *** *** *** ** *** **

Final Consumer Response /* (2000, 14, 2015/11/18) */
To: Dispute Resolution Specialist,
I tried to contact the company numerous times by phone without successI tried emailing but my email was returned unansweredI verified all contact information was correct via their website
I finally wrote
a letter and sent it to the address provided on their websiteI finally received a written response and they did cancel my automatic enrollment for their productHowever, they did not respond as to why all their contact information does not work
Thank you for following up on this complaint
*** S*** BSN, MHA

Dear ***,
I have looked into this issue and it appears we attempted to refund you when your return was checked in but our refund attempt was unsuccessful due to a technical errorI have submitted a request to have a refund check mailed to you at the following address in the amount of
$44.64:
*** *** *** *** *** *** **

We understand that *** *** is unhappy with the services providedWe would like to apologize for any inconvenience caused to herWe realize how frustrating a situation like this can be and we are currently working to make it right
After reviewing our records, we found that ***
*** had placed orders on January 16th, for trial offers on our websiteWhen Miss *** trial orders were shipped out, they included a 30-day supply of Resvibrant anti-aging serum and Hydramatrix MD crèmeAt the time of the purchase, *** *** agreed to the terms and conditions of the trial offersShe paid a shipping charge of $3.97, $3.98, along with a shipping insurance charge of $1.99, totaling $Our terms and conditions state that if the account is not cancelled within the first days for Resvibrant, or days for Hydramatrix MD, the customer would be charged for the products received during their trial periodThe terms and conditions also state that the customer would be enrolled into a monthly auto ship program
The website always offers the terms and conditions available for the customer, 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 customer
As requested, we have issued a refund check to *** *** in the amount of $The refund check will be mailed to the shipping address on file: *** * *** *** ***Chicago, IL
*** US
We would also like to inform you that we will take extra measures to make sure that such errors don't happen again in the futureWe apologize again for the inconvenience as customer satisfaction is our top priority
Sincerely,
Resvibrant & Hydramtrix Customer Service

We understand that *** *** is unhappy with the services providedWe would like to apologize for any inconvenience causedWe realize how frustrating a situation like this can be and we are currently working to make it right
After reviewing our records, we found that ***
*** had placed orders on December 9th, for trial offers on our websiteWhen *** *** trial orders were shipped out, they included a 30-day supply of Resvibrant anti-aging serum and Hydramatrix MD crèmeAt the time of the purchase, *** *** agreed to the terms and conditions of the trial offersShe paid a shipping charge of $3.97, $3.98, along with a shipping insurance charge of $1.99, totaling $Our terms and conditions state that if the account is not cancelled within the first days for Resvibrant, or days for Hydramatrix MD, the customer would be charged for the products received during their trial periodThe terms and conditions also state that the customer would be enrolled into a monthly auto ship program
The website always offers the terms and conditions available for the customer, 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 customer
It appears that *** *** had contacted our customer service department requesting a refund on January 17th, Our customer service department applied a $refund on each most recent rebill and the customer agreed to a rebill extension to allow more time for her to use the product and see resultsA second call was placed to customer service on January 31st The customer service rep explained that the account was still active and refunds were previously applied
As requested, we have now processed a refund in the amount of $to *** *** accountWe would also like to inform you that we will take extra measures to make sure that such errors don't happen again in the futureWe apologize again for the inconvenience as customer satisfaction is our top priority
Sincerely,
Resvibrant & Hydramtrix Customer Service

Initial Business Response /* (1000, 14, 2015/11/24) */
Dear *** ***,
Thank you for the opportunity to respond to your recent inquiry
The goodwill and satisfaction of our customers is important to usAnd, we look forward
to a swift and satisfactory resolution in this matterPlease
consider the following:
When a customer places an order, we clearly verify the terms of our trial offer not
once, but three times:
aFirst, we display our terms clearly on the order form stating "I understand and
agree to the terms of this offer", which is required for an order to be completed
bWe then send a confirmation email with order information and terms
of our trial offer
cLastly, we enclose a packing slip with every order, which also contains the
Terms of our trial offer
We also offer an unconditional 30-day money back guaranteeCustomers must
simply return the product with an RMA within days for a full refund, regardless
if the product was used or not! This means that a customer may use the entire bottle
as long as they return it within the 30-day allotted time period
We feel confident that ResVibrant is one of the highest-quality and most effective anti-
aging products available, so much so that we assume great risk to send a premium
product on a trial basis for people to see results firsthand
Regarding your specific concern, we see in the customer notes that a call was made to customer service on 11/16/According to the dispositions on the account, your account has been closed as of 11/16/Our customer service department attempted to contact you for further instruction regarding refunding your account, and left you a voicemail on 11/17/If you would like a refund to your account please return the product you received to:
*** *** StSuite ***
Emeryville, CA XXXXX
Include the Return Merchandise Authorization (RMA) number: XXXXXX
Once we receive your return package we will issue your refund accordinglyYour account remains closed and you will not be billed or shipped anything further
We apologize for any confusion that may have been caused as customer satisfaction is
our top concern at ResVibrant
Sincerely,
*** ***
General Manager
Initial Consumer Rebuttal /* (3000, 16, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already sent back one item that I haven't received credit for and misplaced the other when I movedI have finally located the other item and will return it immediatelyThe company tried to bill my acct again but I had already closed that card so I would prefer a written ck instead of giving them my new acct info
Thank you so much for your help!

We understand that the customer is unhappy with the product and we would like to apologize for any inconvenience our product might have causedWe realize how frustrating a situation like that can be and we are currently working to make it right
After reviewing our records, we found that
the customer has placed an order on October 17, for our 14-day trial offer and a subscription through our website. Each order was shipped with a full sized productAt the time of the purchase, the customer was required to agree to the Terms and Conditions of the trial; which states that if their account is not cancelled within the first days, the customer would be charged for the price of the product and will also be enrolled into a monthly auto ship subscription. The subscription can be cancelled at any time by calling us, however, normally we do not refund customers when they have used the product - they must return it for a full refund for all post trial orders
Again, the consumer must check the YES box to indicate that they have read through the terms and conditions of and agree them to complete their orderOnce the box is checked YES and the purchase information are entered; then the consumer is enrolled into our program and the orders are processed automatically until cancelled
The customer has contacted our support team for cancellation we have explained our terms and conditions for the cancellationStill the customer insisted for full refund, the call has been transferred to SupervisorSupervisor offered a partial refund of $customer agreed and refund has been issued
In order to resolve the case, we have now issued a remaining refund for $back to his credit card on fileRefunds are made to the source of the original payment, and processing generally takes to business days
Thank you for your cooperation and for giving us an opportunity to helpPlease contact us for further assistance regarding this case

We apologize for the inconvenience caused; the website provides the consumer with the billing terms and conditions, prior to the completion of the buy processPlease note: the product details, refund/cancellation, policies and the customer support information prior to the purchaseOur policy is to provide easy access to our customer support and we do our best to ensure we provide high quality product and services
We regret that the customer had a bad experience in this time to get the refundIt is the exact opposite of what we pride ourselves onWe value our customers and understand how important it is to offer exceptional service
We would also like to inform you that we will take extra measures to make sure that such errors don't happen again in the future

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will appreciate if Revdex.com follows through with the promise made by the business because similar promises have been made in the past and not fulfilled.Sincerely, *** ***