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 meI will wait for my refund in a timely mannerIf I haven't received it I will file another complaintSincerely, Betty Conway
Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ August 6, Dear [redacted] , 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 7/29/According to the dispositions on the account, the customer called in because she was having an allergic reaction to the productThe customer service representative offered the customer a voucher in the amount of $The customer accepted this offer and agreed to cancel her accountAdditionally, 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 redeemedWe 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
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 meSincerely, [redacted]
We understand that [redacted] is unhappy with the services providedWe would like to apologize for any inconvenience caused to himWe 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 December 19th, for trial offers on our websiteWhen [redacted] trial order was shipped out, it included a 30-day supply of Resvibrant anti-aging serumAt the time of the purchase, [redacted] agreed to the terms and conditions of the trial offersHe paid a shipping charge of $along with a shipping insurance charge of $Our terms and conditions state that if the account is not cancelled within the first days for Resvibrant, the customer would be charged for the product received during his 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 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 errorAs requested, we will have a check mailed to this customer in the amount of $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 futureWe apologize again for the inconvenience as customer satisfaction is our top priority Sincerely, Resvibrant & Hydramtrix Customer Service
Initial Business Response / [redacted] (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 usAnd, 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 accountAs of 11/20/your account is canceled and you will not receive anything or be billed furtherAdditionally, you have been fully refunded of every charge including the initial $shipping and handling feePlease allow 7-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
Dear ***, 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/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 productThis 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 centerNothing will be shipped to you and you will not be billedI have also refunded the shipping charges associated with processing your order totaling $These refunds will post to your account in to 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 / [redacted] (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 usAnd, 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 accountAs of 11/20/your account is canceled and you will not receive anything or be billed furtherAdditionally, you have been fully refunded of every charge including the initial $shipping and handling feePlease allow 7-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
We have escalated this issue to our accounting team for processingWe will follow up with the consumer when the check is mailed from our Northern California offices
We understand that the customer is unhappy with the service and we would like to apologize for any inconvenience 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 customer has placed an order on October 6, for trial offers on our website and each order was shipped with a full sized productAt 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 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 informationOur 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 conditionsCustomer 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 chargebackThe Bank has favored the chargeback to the customerSince the decision was made in bank we are unable to process the refundWe request the customer to contact the bank for further assistance Thank you for your co-operation and for giving us an opportunity to helpPlease contact us for further assistance regarding this case
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, 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, I feel due to my dissatisfaction with HydraMatrix MD and ResVibrand products after my "30-Day" trial a full refund of $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] ***
Initial Business Response / [redacted] (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 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 7/20/According to the dispositions on the account, the customer called in and agreed to cancel their accountThe customer service representative offered the customer the opportunity to keep the product at a discounted price of $The customer agreed and we processed a refund to the customer's account in the amount of $ We believe that there was an error in communication between the account holder and account representativeWe have refunded the customer $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 / [redacted] (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 lifeBut it seems they still don't realize how malicious there practices areI am glad for the refundBut I find it amusing that they state they give a day trial periodAnd charged my account after daysIt isWhat is isIts just sad that companies like this exist in our nation Final Consumer Response / [redacted] (2000, 18, 2015/09/09) */ Thank you for your helpI am absolutely satisfied with you, and your assistance in this matterYou have helped me significantly
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: 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 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 [redacted] concerns, she was not charged twice for the productsShe elected to accept a trial offer for both ResVbrant anti-aging serum and HydraMatrix MD creamEach of these products has a separate shipping charge and this is the reason why a charge of $and $appeared on her bank statementThe $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 cancelledThis is the reason why [redacted] was assigned an RMA number to return the productsWe 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 $The customer may also keep the two products as an apology for the misunderstanding, We apologize for any confusion that may have been caused as customer satisfaction is our top concern at ResVibrant
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution (refund) is satisfactory to meI feel immensely gratified for Revdex.com for their help in getting me back my moneyActually I was not visiting their website at the time of order instead I was just on my university website and suddenly a new window popped up asking my response about my experience in my universityit was a survey of sort and at the end they offered me the options to choose the gift in free and I did choose Revibrant product and they asked me only to pay shipment fee which I did and I thought that's it and I don't have to do any other detail but when I see deduction in my account I was amazed at the same time furiousthis is why I contacted them and then you to refund my amount as I'm a student and 88$ are too much for meI would have not placed order at first place if I knew about their this tricky policy and almost hidden terms and conditionBut 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 backI 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 thanksYou are doing a great job Sincerely, [redacted] ***
We understand that Miss [redacted] 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 [redacted] had placed orders on December 6st, for trial offers on our websiteWhen Miss [redacted] 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 [redacted] 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 [redacted] had contacted our customer service department requesting an account cancellation and refund on January 18th, Our customer service department processed an account cancellation, issued Miss [redacted] a $refund, and assigned her an RMA to return the most recent shipmentAt 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] accountThe remaining refund of $has been issued back to credit card on fileThis refund should post back to her account in to 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 futureWe apologize again for the inconvenience as customer satisfaction is our top priority Sincerely, Resvibrant & Hydramtrix Customer Service
Initial Business Response / [redacted] (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 usAnd, 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 accountAs of 11/20/your account is canceled and you will not receive anything or be billed furtherAdditionally, you have been fully refunded of every charge including the initial $shipping and handling feePlease allow 7-days for these transactions to process For your trouble regarding these matters we invite you to keep the trial product you receivedWe 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 / [redacted] (2000, 12, 2015/11/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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] ***, [redacted] , [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: 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 / [redacted] (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 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 2/1/at 9:AMAccording to the dispositions on the account, you called in and agreed to cancel the accountThe customer service representative then assigned you an RMA number (RMA XXXXXXXXXXXXXXXX) to return the product for a full refundA full refund of $would have been processed when the return is received at our warehouseThere is no record on the account of you calling in multiple timesIn an effort to consider this matter resolved, we have processed a full refund and will not require you to return the productYou will receive the credit within 2-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
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 the customer is unhappy with the service and we would like to apologize for any inconvenience 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 orders on January 10, for the following: Resvibrant Phyto Ceramide Trial Order with $shipping and handling a After days she was charged the full price $per the agreement on our website HydraMatrix MD Collagen Retinol Trial Order with $shipping and handling 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 On 1-24-Ms [redacted] contacted our customer service department to request cancellation of further shipments and asked for refundsPer our refund policy we provided an RMA so Ms [redacted] can return the product and receive a full refundUnfortunately, she did not return the product therefore the refund has not been issuedWe have also issued a partial refund $back to her card on the same day Since the customer is unhappy with the product, we have issued the full refund of $back to her card on file Refunds are made to the source of the original payment, and processing generally takes to business daysPlease 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 helpPlease 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 meI will wait for my refund in a timely mannerIf I haven't received it I will file another complaintSincerely, Betty Conway
Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ August 6, Dear [redacted] , 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 7/29/According to the dispositions on the account, the customer called in because she was having an allergic reaction to the productThe customer service representative offered the customer a voucher in the amount of $The customer accepted this offer and agreed to cancel her accountAdditionally, 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 redeemedWe 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
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 meSincerely, [redacted]
We understand that [redacted] is unhappy with the services providedWe would like to apologize for any inconvenience caused to himWe 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 December 19th, for trial offers on our websiteWhen [redacted] trial order was shipped out, it included a 30-day supply of Resvibrant anti-aging serumAt the time of the purchase, [redacted] agreed to the terms and conditions of the trial offersHe paid a shipping charge of $along with a shipping insurance charge of $Our terms and conditions state that if the account is not cancelled within the first days for Resvibrant, the customer would be charged for the product received during his 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 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 errorAs requested, we will have a check mailed to this customer in the amount of $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 futureWe apologize again for the inconvenience as customer satisfaction is our top priority Sincerely, Resvibrant & Hydramtrix Customer Service
Initial Business Response / [redacted] (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 usAnd, 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 accountAs of 11/20/your account is canceled and you will not receive anything or be billed furtherAdditionally, you have been fully refunded of every charge including the initial $shipping and handling feePlease allow 7-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
Dear ***, 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/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 productThis 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 centerNothing will be shipped to you and you will not be billedI have also refunded the shipping charges associated with processing your order totaling $These refunds will post to your account in to 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 / [redacted] (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 usAnd, 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 accountAs of 11/20/your account is canceled and you will not receive anything or be billed furtherAdditionally, you have been fully refunded of every charge including the initial $shipping and handling feePlease allow 7-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
We have escalated this issue to our accounting team for processingWe will follow up with the consumer when the check is mailed from our Northern California offices
We understand that the customer is unhappy with the service and we would like to apologize for any inconvenience 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 customer has placed an order on October 6, for trial offers on our website and each order was shipped with a full sized productAt 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 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 informationOur 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 conditionsCustomer 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 chargebackThe Bank has favored the chargeback to the customerSince the decision was made in bank we are unable to process the refundWe request the customer to contact the bank for further assistance Thank you for your co-operation and for giving us an opportunity to helpPlease contact us for further assistance regarding this case
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, 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, I feel due to my dissatisfaction with HydraMatrix MD and ResVibrand products after my "30-Day" trial a full refund of $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] ***
Initial Business Response / [redacted] (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 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 7/20/According to the dispositions on the account, the customer called in and agreed to cancel their accountThe customer service representative offered the customer the opportunity to keep the product at a discounted price of $The customer agreed and we processed a refund to the customer's account in the amount of $ We believe that there was an error in communication between the account holder and account representativeWe have refunded the customer $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 / [redacted] (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 lifeBut it seems they still don't realize how malicious there practices areI am glad for the refundBut I find it amusing that they state they give a day trial periodAnd charged my account after daysIt isWhat is isIts just sad that companies like this exist in our nation Final Consumer Response / [redacted] (2000, 18, 2015/09/09) */ Thank you for your helpI am absolutely satisfied with you, and your assistance in this matterYou have helped me significantly
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: 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 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 [redacted] concerns, she was not charged twice for the productsShe elected to accept a trial offer for both ResVbrant anti-aging serum and HydraMatrix MD creamEach of these products has a separate shipping charge and this is the reason why a charge of $and $appeared on her bank statementThe $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 cancelledThis is the reason why [redacted] was assigned an RMA number to return the productsWe 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 $The customer may also keep the two products as an apology for the misunderstanding, We apologize for any confusion that may have been caused as customer satisfaction is our top concern at ResVibrant
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution (refund) is satisfactory to meI feel immensely gratified for Revdex.com for their help in getting me back my moneyActually I was not visiting their website at the time of order instead I was just on my university website and suddenly a new window popped up asking my response about my experience in my universityit was a survey of sort and at the end they offered me the options to choose the gift in free and I did choose Revibrant product and they asked me only to pay shipment fee which I did and I thought that's it and I don't have to do any other detail but when I see deduction in my account I was amazed at the same time furiousthis is why I contacted them and then you to refund my amount as I'm a student and 88$ are too much for meI would have not placed order at first place if I knew about their this tricky policy and almost hidden terms and conditionBut 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 backI 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 thanksYou are doing a great job Sincerely, [redacted] ***
We understand that Miss [redacted] 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 [redacted] had placed orders on December 6st, for trial offers on our websiteWhen Miss [redacted] 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 [redacted] 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 [redacted] had contacted our customer service department requesting an account cancellation and refund on January 18th, Our customer service department processed an account cancellation, issued Miss [redacted] a $refund, and assigned her an RMA to return the most recent shipmentAt 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] accountThe remaining refund of $has been issued back to credit card on fileThis refund should post back to her account in to 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 futureWe apologize again for the inconvenience as customer satisfaction is our top priority Sincerely, Resvibrant & Hydramtrix Customer Service
Initial Business Response / [redacted] (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 usAnd, 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 accountAs of 11/20/your account is canceled and you will not receive anything or be billed furtherAdditionally, you have been fully refunded of every charge including the initial $shipping and handling feePlease allow 7-days for these transactions to process For your trouble regarding these matters we invite you to keep the trial product you receivedWe 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 / [redacted] (2000, 12, 2015/11/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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] ***, [redacted] , [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: 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 / [redacted] (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 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 2/1/at 9:AMAccording to the dispositions on the account, you called in and agreed to cancel the accountThe customer service representative then assigned you an RMA number (RMA XXXXXXXXXXXXXXXX) to return the product for a full refundA full refund of $would have been processed when the return is received at our warehouseThere is no record on the account of you calling in multiple timesIn an effort to consider this matter resolved, we have processed a full refund and will not require you to return the productYou will receive the credit within 2-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
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 the customer is unhappy with the service and we would like to apologize for any inconvenience 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 orders on January 10, for the following: Resvibrant Phyto Ceramide Trial Order with $shipping and handling a After days she was charged the full price $per the agreement on our website HydraMatrix MD Collagen Retinol Trial Order with $shipping and handling 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 On 1-24-Ms [redacted] contacted our customer service department to request cancellation of further shipments and asked for refundsPer our refund policy we provided an RMA so Ms [redacted] can return the product and receive a full refundUnfortunately, she did not return the product therefore the refund has not been issuedWe have also issued a partial refund $back to her card on the same day Since the customer is unhappy with the product, we have issued the full refund of $back to her card on file Refunds are made to the source of the original payment, and processing generally takes to business daysPlease 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 helpPlease contact us for further assistance regarding this case