Makaha Inc

Complaint: ***I am rejecting this response because:This same excuses and promises have been made in the past, promising to credit my account with the refund within 3-business days but they fail and I have waited for months without getting the refundIf they are promising to issue a check in my favor, I want them to state when the check will be issued and when it will be sent to meStating that they will issue a check to me without more seems to me like the previous promises they made without keeping them.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Thanks for looking into this I did notice in the letter from ResVibrant that they said they'd send me a refund check to *** *** *** *** ** *** I want to note that my address is *** *** *** I'm hoping this is a typo rather than another stunt from them
Sincerely,*** ***

Tell us why here...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 4th, 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 customerIt appears that *** *** had contacted our customer service department requesting an account cancellation and refund on January 23rd, Our customer service department processed an account cancellation and assigned *** *** an RMA to return the most recent shipmentWe realize that *** *** has contacted customer service multiple times about her refund status, and we have investigated the matter and successfully located her return shipment. As requested, we have processed a full refund to Miss *** accountThe refund of $has been issued back to credit card on fileRefunds generally take to business days to post back to a customer’s account.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

Initial Business Response /* (1000, 7, 2015/11/24) */
Dear [redacted],

Thank you for the opportunity to respond to your 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.
We...

apologize for the issues you have had contacting our company to cancel your account. As of 11/20/15 your account is canceled and you will not receive anything or be billed further. Additionally, you have been fully refunded of every charge including the initial $4.97 shipping and handling fee. Please allow 7-10 days for these transactions to process.

We apologize for any confusion that may have been caused as customer satisfaction is our top concern at ResVibrant.

Sincerely,
[redacted]
General Manager

Initial Business Response /* (1000, 15, 2015/11/24) */
Dear [redacted],

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 three 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.

c. Lastly, we enclose a packing slip with every order, which also contains the
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 30 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 10/20/2015. According to the dispositions on the account, your correspondence with our agent became too hostile and our agent was unable to update your account information. As of 11/20/2015 your account is closed and you will not be billed or receive anything further. If you would like to return the shipments for a refund, please mail them to:
[redacted] XXXXX
Include the Return Merchandise Authorization (RMA) number: XXXXXX
Once we receive your return package we will issue your refund accordingly.
We apologize for any confusion that may have been caused as customer satisfaction is
our top concern at ResVibrant.

Sincerely,
[redacted]
General Manager

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Thank your to the Revdex.com for helping me with this dispute.  This is my response to HydraMatrix MD and ResVibrant off to only refund the amount of one jar of product.  I received the first shipment mid December 2016, and tried their creams for two weeks developing a red itchy rash on my face.  I called and cancelled the product on Jan 16, 2017.  HydraMatrix MD website states: "30-Day Money Back Guarantee" and "If for any reason you find this product does not meet your needs, we will gladly give you a refund."  I mailed all three jars of product back with a letter dated Jan 17, 2017.  I feel due to my dissatisfaction with HydraMatrix MD and ResVibrand products after my "30-Day" trial a full refund of $272.23 needs to be credited back to my credit card.  These two companies need to stand behind what they advertise on their website.  Thank you.  [redacted]

We understand that [redacted] is unhappy with the services provided. We would like to apologize for any inconvenience caused to her. We 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 [redacted]...

 had placed orders on January 16th, 2017 for trial offers on our website. When [redacted] ’s trial orders were shipped out, they included a 30-day supply of Resvibrant anti-aging serum and Hydramatrix MD crème. At the time of the purchase, [redacted] agreed to the terms and conditions of the trial offers. She paid a shipping charge of $3.97, $3.98, along with a shipping insurance charge of $1.99, totaling $9.94. Our terms and conditions state that if the account is not cancelled within the first 14 days for Resvibrant, or 17 days for Hydramatrix MD, the customer would be charged for the products received during their trial period. The 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 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 customer.
After reviewing our records, we have found that agents have attempted to process [redacted] refund several times, but have been unsuccessful due to a technical error. As opposed to refunding the credit card on file, we will mail a check to the customer in the amount of $88.96 to the following address:
 
[redacted]
Sincerely,
Resvibrant & Hydramtrix Customer Service

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]

We have escalated this issue to our accounting team for processing. We will follow up with the consumer when the check is mailed from our Northern California offices.

Initial Business Response /* (1000, 7, 2015/08/06) */
Dear [redacted],

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 three 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.
c. Lastly, we enclose a packing slip with every order, which also contains the 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 30 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 7/20/2015. According to the dispositions on the account, the customer called in and agreed to cancel their account. The customer service representative offered the customer the opportunity to keep the product at a discounted price of $44.32. The customer agreed and we processed a refund to the customer's account in the amount of $44.32.
We believe that there was an error in communication between the account holder and account representative. We have refunded the customer $44.32 for the inconvenience and misunderstanding.

We apologize for any confusion that may have been caused as customer satisfaction is our top concern at ResVibrant.

Sincerely,
[redacted]
General Manager
Initial Consumer Rebuttal /* (3000, 9, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do appreciate the Revdex.com in helping me in getting this company to understand there intrusion on my life. But it seems they still don't realize how malicious there practices are. I am glad for the refund. But I find it amusing that they state they give a 30 day trial period. And charged my account after 14 days. It is. What is is. Its just sad that companies like this exist in our nation.
Final Consumer Response /* (2000, 18, 2015/09/09) */
Thank you for your help. I am absolutely satisfied with you, and your assistance in this matter. You have helped me significantly.

Initial Business Response /* (1000, 5, 2015/11/24) */
Dear [redacted],

Thank you for the opportunity to respond to your 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.
We...

apologize for the issues you have had contacting our company to cancel your account. As of 11/20/15 your account is canceled and you will not receive anything or be billed further. Additionally, you have been fully refunded of every charge including the initial $.99 shipping and handling fee. Please allow 7-10 days for these transactions to process.

We apologize for any confusion that may have been caused as customer satisfaction is our top concern at ResVibrant.

Sincerely,
[redacted]
General Manager

Initial Business Response /* (1000, 5, 2015/08/06) */
August 6, 2015
Dear [redacted],

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 three 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.
c. Lastly, we enclose a packing slip with every order, which also contains the 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 30 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 7/29/2015. According to the dispositions on the account, the customer called in because she was having an allergic reaction to the product. The customer service representative offered the customer a voucher in the amount of $100. The customer accepted this offer and agreed to cancel her account. Additionally, the customer agreed to keep the remainder of the product.
We believe that there was an error in communication between the account holder and account representative about where and how the voucher can be redeemed. We have refunded the customer the cost of the product, $88.64, for the inconvenience and misunderstanding.

We apologize for any confusion that may have been caused as customer satisfaction is our top concern at ResVibrant.

Sincerely,
[redacted]
General Manager

Thank your for your action on the above complaint against ResVibrant in Emeryville, CA.  While the company wrote that they would send me a refund, they have not; when I recently called them, they claimed that I gave them my wrong address.  My address is:  [redacted], and they said I gave them [redacted].  Guess it's easy to claim such when a refund is due but not when the product is sent out.  
 
[redacted],[redacted]

Complaint: [redacted]I am rejecting this response because:  when I agreed to have a sample shipped to me, I scoured the page for any mention of auto renewal.  I have been scammed by this before and didn't want it to happen again.  If there was mention of this on the page, I would have seen it.  I don't believe it is there in any legible form.
I returned the products as they advised, unopened and I want my money back fully refunded.
Sincerely,[redacted]

We understand that [redacted] is unhappy with the services provided. We would like to apologize for any inconvenience caused to his. We 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 [redacted]...

[redacted] had placed orders on January 8th, 2017 for trial offers on our website. When [redacted]’s trial orders were shipped out, they included a 30-day supply of Resvibrant anti-aging serum and Hydramatrix MD crème. At the time of the purchase, [redacted] agreed to the terms and conditions of the trial offers. He paid a shipping charge of $3.97, $3.98, along with a shipping insurance charge of $1.99, totaling $9.94. Our terms and conditions state that if the account is not cancelled within the first 14 days for Resvibrant, or 17 days for Hydramatrix MD, the customer would be charged for the products received during their trial period. The 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 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 customer.
 
It appears that [redacted] had contacted our customer service department requesting an account cancellation and refund on January 25th, 2017. Our customer service department processed an account cancellation and assigned [redacted] an RMA to return the most recent shipment. We realize that [redacted] has contacted customer service multiple times about his refund status. We have investigated the matter and have found that our multiple refund attempts did not go through due to a technical error.
 
As requested, we have processed a refund to [redacted]’s account in form of a paper check. The refund of $88.96 will be mailed to [redacted]’s shipping address on file.
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. We apologize again for the inconvenience as customer satisfaction is our top priority.
 
Sincerely,
Resvibrant & Hydramtrix Customer Service

Dear Mr. [redacted],
Your account with ResVibrant has been cancelled per your request. No future billings or shipments will take place. We do offer the customer the opportunity to keep the 30 day supply (full size bottle) that was sent to them to try during their trial period at a discounted rate as...

a courtesy, so that the customer does not have to pay return shipping charges. This also allows the customer more time to try the product and evaluate the product's results. We understand that this option is not fit for everyone and this is why we also have the option of returning the 30 day supply with an RMA number. We hope this information clarifies your concerns and that you see this a fit resolution to your issue.
Sincerely, 
Customer Service

We understand that Miss [redacted] is unhappy with the services provided. We would like to apologize for any inconvenience caused to her. We 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...

[redacted] had placed orders on December 6st, 2016 for trial offers on our website. When Miss [redacted] trial orders were shipped out, they included a 30-day supply of Resvibrant anti-aging serum and Hydramatrix MD crème. At the time of the purchase, Miss [redacted] agreed to the terms and conditions of the trial offers. She paid a shipping charge of $3.97, $3.98, along with a shipping insurance charge of $1.99, totaling $9.94. Our terms and conditions state that if the account is not cancelled within the first 14 days for Resvibrant, or 17 days for Hydramatrix MD, the customer would be charged for the products received during their trial period. The 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 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 customer.
 
It appears that Miss [redacted] had contacted our customer service department requesting an account cancellation and refund on January 18th, 2017. Our customer service department processed an account cancellation, issued Miss [redacted] a $44 refund, and assigned her an RMA to return the most recent shipment. At this time, the most recent shipment was the only order eligible for a refund since the other orders were beyond the 30-day money back guaranteed.
 
As requested, we have processed a refund to Miss [redacted] account. The remaining refund of $44.96 has been issued back to credit card on file. This refund should post back to her account in 3 to 5 business days, depending on her card issuer’s policies.
 
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. We apologize again for the inconvenience as customer satisfaction is our top priority.
 
Sincerely,
Resvibrant & Hydramtrix Customer Service

Complaint: [redacted]I am rejecting this response because: I was sent a e mail from amazon that stated a $50 gift. I chose this hydra lotion and thought I only had to pay the $10 shipping. There was nothing telling me I was going to be charged $86.Sincerely,Kat[redacted]

Initial Business Response /* (1000, 10, 2015/11/24) */
Dear [redacted],

Thank you for the opportunity to respond to your 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.
We...

apologize for the issues you have had contacting our company to cancel your account. As of 11/20/15 your account is canceled and you will not receive anything or be billed further. Additionally, you have been fully refunded of every charge including the initial $4.97 shipping and handling fee. Please allow 7-10 days for these transactions to process.
For your trouble regarding these matters we invite you to keep the trial product you received. We apologize for any confusion that may have been caused as customer satisfaction is our top concern at ResVibrant.

Sincerely,
[redacted]
General Manager
Initial Consumer Rebuttal /* (2000, 12, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/02/02) */
Dear [redacted],

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 three 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.
c. Lastly, we enclose a packing slip with every order, which also contains the 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 30 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 2/1/2016 at 9:05 AM. According to the dispositions on the account, you called in and agreed to cancel the account. The customer service representative then assigned you an RMA number (RMA XXXXXXXXXXXXXXXX) to return the product for a full refund. A full refund of $88.64 would have been processed when the return is received at our warehouse. There is no record on the account of you calling in multiple times. In an effort to consider this matter resolved, we have processed a full refund and will not require you to return the product. You will receive the credit within 2-3 days, depending on your card issuer's policies.
We apologize for any confusion that may have been caused as customer satisfaction is our top concern at ResVibrant.

Sincerely,
[redacted]
General Manager