Makaha Inc

I am awaiting the credit back to my account. They shipped the products which came today and I refused the d 're livery as I do not wish to deal with this company. In addition, someone drom this company left me a voice mail message that was so uninteligible that I have no idea what he said. They send 1email stating one thing and then respond to this complaint. Hopefully this response is final. Thank you.
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]

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 [redacted] 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 8/25/2015. According to the dispositions on the account, your account has been closed as of 11/16/2015, and you received a refund for the returned product on 8/31/2015. Since you have stated that you were confused as to how our trial membership works, we have also refunded you the initial amount for $88.64. Please allow 7-10 business days for this transaction to process. Your account remains closed and you will not receive or be billed anything further.
We apologize for any confusion that [redacted] have been caused as customer satisfaction is
our top concern at ResVibrant.

Sincerely,
[redacted]
General Manager
Initial Consumer Rebuttal /* (2000, 17, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution (refund) is satisfactory to me. I feel immensely gratified for Revdex.com for their help in getting me back my money. Actually I was not visiting their website at the time of order instead I was just on my university website and suddenly a new window popped up asking my response about my experience in my university. it was a survey of sort and at the end they offered me the options to choose the gift in free and I did choose Revibrant product and they asked me only to pay shipment fee which I did and I thought that's it and I don't have to do any other detail but when I see deduction in my account I was amazed at the same time furious. this is why I contacted them and then you to refund my amount as I'm a student and 88$ are too much for me. I would have not placed order at first place if I knew about their this tricky policy and almost hidden terms and condition. But thanks to you and them as well that they are now refunding my money and I am happy to hear this. 
 
I again offer my gratitude to you people (Revdex.com) for your help in resolving this matter and helping me getting my money back. I initially thought after this incident that I have dumped my 88$ and I am gonna rue over this for a long time but then I read about you people and decided to try my luck with you (Revdex.com). I really owe you people my thanks. You are doing a great job
Sincerely, [redacted]

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 7/14/2015. According to the dispositions on the account, the customer called in and agreed to cancel their account. On 7/21/2015, a second call was made to customer service in regards to receiving a refund. Customer service issued an RMA number to the customer to return the products that she had been sent. We have received the returned products and have processed a refund to the customer's account in the amount of $206.92. We believe that there was an error in communication between the account holder and account representative.

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, 9, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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.  To address your concerns, your account was immediately...

cancelled when you made contact with our call center on 9/17/16. Your order had already been sent to our fulfillment center at the time of your call, and this is the reason why the agent assigned you an RMA number to return the product. This is standard procedure when an order is already being processed.
I have made steps to ensure that your order has been cancelled from our fulfillment center. Nothing will be shipped to you and you will not be billed. I have also refunded the shipping charges associated with processing your order totaling $9.93. These refunds will post to your account in 3 to 5 business days depending on your card issuer's policy. 
We apologize for any confusion that may have been caused as customer satisfaction is our top concern at [redacted].

Initial Business Response /* (1000, 5, 2015/06/03) */
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 6/02/2015. According to the dispositions on the account, the customer called in and agreed to cancel the account, and never requested a refund.

After being notified of the customers complaint with the Revdex.com, we have issued an RMA number for the specified product, which will allow a full refund upon our reception of the returned product.

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

Sincerely,
ResVibrant Customer Service.
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I only request for a simple bottle of this product for and offer of $4.99
I will be happy to send the simple back to the company but I request with a call to the to replace my 96.84 back in my bank account I didn't agree on this and the ad nor the shipping packages stated any other orders
Final Business Response /* (4000, 9, 2015/06/11) */
Dear Whomever it may concern,
Thank you for the opportunity to respond to the 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. We offer a subscription service for our products that the customer may cancel at any time.
In the case of this specific customer, [redacted], not only did we immediately cancel her account upon request, but we refunded part of her payment and offered the rest of the refund upon return of the product. Once received, we issued the full refund.
Please let us know if there is any future documentation or information that is required by us.

Thank you.
- ResVibrant Team

We understand that the customer is unhappy with the service and we would like to apologize for any inconvenience caused. We 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 orders...

on January 10, 2017 for the following:
1.       Resvibrant Phyto Ceramide Trial Order with $3.97 shipping and handling
a.       After 14 days she was charged the full price $88.64 per the agreement on our website.
 
2.       HydraMatrix MD Collagen Retinol Trial Order with $3.98 shipping and handling
The website provides the consumer with the billing terms and conditions, prior to the completion of the buy process. Please note: the product details, refund/cancellation, policies and the customer support information prior to the purchase. Our policy is to provide easy access to our customer support and we do our best to ensure we provide high quality product and services.
 
On 1-24-2017 Ms. [redacted] contacted our customer service department to request cancellation of further shipments and asked for refunds. Per our refund policy we provided an RMA so Ms. [redacted] can return the product and receive a full refund. Unfortunately, she did not return the product therefore the refund has not been issued. We have also issued a partial refund $44 back to her card on the same day.
Since the customer is unhappy with the product, we have issued the full refund of $44.64 back to her card on file.
 
Refunds are made to the source of the original payment, and processing generally takes 4 to 5 business days. Please contact your bank or credit card company directly to inquire as to when you can expect this refund to show up in your 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 future.
 
Thank you for your cooperation and for giving us an opportunity to help. Please contact us for further assistance regarding this case.

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. I will wait for my refund in a timely manner. If I haven't received it I will file another complaintSincerely, Betty Conway

We understand that the customer is unhappy with the service and we would like to apologize for any inconvenience caused. We 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 customer has...

placed an order on October 6, 2016 for trial offers on our website and each order was shipped with a full sized product. At the time of the purchase, the customer agreed to the Terms and Conditions of the trial; which states that if their account is not cancelled within the first 14 days, the customer would be charged for the price of the product; the customer received during her trial period timeframe and will also be enrolled into a monthly auto ship.
 
The website always offers the terms and conditions available for the consumer, 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 consumer.  
 
It seems like the customer has contacted our customer service requesting refund, our rep has explained about our terms and conditions. Customer denied and started to threaten, we offered 50% discount but still customer denied in that case we informed the customer to return the product customer refused and call disconnected.
 
In the meantime Customer has directly contacted the bank and filed chargeback. The Bank has favored the chargeback to the customer. Since the decision was made in bank we are unable to process the refund. We request the customer to contact the bank for further assistance.               
 
Thank you for your co-operation and for giving us an opportunity to help. Please contact us for further assistance regarding this case.

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.  It is now about one week from the time of the response and I still have not received the check.  I will give it one more week and if I do not receive it, I will submit another complaint. Sincerely, [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 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 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.
 
In regards to [redacted] concerns, she was not charged twice for the products. She elected to accept a trial offer for both ResVbrant anti-aging serum and HydraMatrix MD cream. Each of these products has a separate shipping charge and this is the reason why a charge of $3.97 and $3.98 appeared on her bank statement. The $1.99 charge is for Insureship on the order, which is simply shipping insurance that protects purchases from loss, damaged and theft while in transit.
 
An order is immediately sent to our fulfillment center for processing as soon as it is placed, so therefore, it cannot be cancelled. This is the reason why [redacted] was assigned an RMA number to return the products. We apologize that it was not communicated to [redacted] that she could refuse the shipments upon delivery, and that they would be rerouted back to our return center free of charge.
 
In good faith, we have applied a refund to [redacted] account in the amount of $9.94. The customer may also keep the two products as an apology for the misunderstanding,
 
We apologize for any confusion that may have been caused as customer satisfaction is our top concern at ResVibrant.

We understand that [redacted] is unhappy with the services provided. We would like to apologize for any inconvenience caused to him. 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 December 19th, 2016 for trial offers on our website. When [redacted] trial order was shipped out, it included a 30-day supply of Resvibrant anti-aging serum. 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 along with a shipping insurance charge of $1.99.. Our terms and conditions state that if the account is not cancelled within the first 14 days for Resvibrant, the customer would be charged for the product received during his 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 refund [redacted] account multiple times, but have been unsuccessful due to a technical error. As requested, we will have a check mailed to this customer in the amount of $44.64. The check will be mailed to the following address:
 
[redacted]
 
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

We understand that Miss [redacted] 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 1st, 2016 for trial offers on our website. When Miss [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, 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 17th, 2017. Our customer service department processed an account cancellation, issued Miss [redacted] a $44 refund on each most shipment, and assigned her an RMA to return the two most recent shipments. On January 24th, 2017 Miss [redacted] contacted our customer service department for a second time, to confirm that her account was cancelled. She also requested to return her first order of Resvibrant and Hydramatrix MD. She was informed by the customer service agent that that her first order was not eligible for a refund since it was beyond the 30-day money back guaranteed.
 
As requested, we have processed a full refund to Miss [redacted]’s account. The refund of $235.30 has been issued back to her MasterCard on file ending in [redacted]. The remaining $143.54 has been issued in form of a check (check number 216) since we were unable to process the remaining refunds back to her credit card due to a technical error.
 
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