MEDALTUS, LLC

MedAltus, LLC / [redacted] Style Definitions */ We have several issues with this customer’s complaint and request for her money back First, the customer makes it look like we promise results with the product One of the quotes she neglected to include in her complaint is from the askderm.com Boustise manufacturer page This page states, “When used twice daily, MOST users see a difference in about a month (see MfgProdPage_askderm.com attached).” We do not claim that everyone who uses the product will see results anywhere on our website (see see MfgProdPage_askderm.com and ProductPage_askderm.com attached) Second, Ms [redacted] states that she started using the product on September 17th, the day it arrived She states that she then used the product continuously, twice a day for two months We have an issue with this claim because according to the manufacturers website, Boustise.com, “One 80ml bottle of Boustise should last approximately 40-days with 2x daily use” (see BoustiseMfgWebsiteFAQ attached) If Ms [redacted] used the product continuously, twice a day for two months, as she states, she was either not using enough of the product at a time or she was not using it the way she says she did Either situation would make the product less effective The other reason we question Ms***’s usage is because the bottle of product was in her possession for days before she submitted a request to return it Even if she managed to stretch the contents of the bottle out for days of usage, why did she wait an additional days to contact us? Finally, Ms [redacted] complains about our return policy Yes, we have a 30-day return policy (see askderm.com_ReturnPolicy attached) and yes, Ms [redacted] purchased a product that takes a minimum of days to show results (see ProdUsageInstruct_askderm.com attached); this didn’t leave her much time to request her return BUT both the minimum results time and the return policy were clearly posted on the website BEFORE Ms [redacted] purchased the product so she was aware that she may not be able to return it if she was unhappy Additionally, if Ms [redacted] had contacted us a week or two after the 30-days were up we would have been willing to authorize the return of the product for a partial refund Instead of contacting us within a reasonable time frame, Ms [redacted] chose to wait an additional month and a half before requesting the return This delay is what caused the authorization to be denied This isn’t a case of our company trying to take advantage of Ms***, as she states in her complaint, it is simply a case of a customer waiting days beyond the posted return policy period before deciding she wants her money back on a product she finally decided didn’t work for her

MedAltus, LLC
Dear ***,
This dispute,
brought against MedAltus, LLC should not have been brought against us.
First, the customer did not buy whatever product she is discussing from
MedAltus, LLC. I have attempted a variety of searches using the
complainant’s full and partial name and have not found one customer with the
last name *** MedAltus, LLC, does not manufacturer any skincare
products and should not be held responsible for replacing products that were
not purchased from one of the websites we service
Second, the
customer does not reference which product this complaint is about so I cannot
address any issues regarding the product but I can verify that MedAltus, LLC,
did not make, or package, the product she is complaining about. We do
occasionally receive calls from people who think we are the manufacturer of the
various products we sell. When this happens we refer the caller back to
the vendor they purchased the product from. If a customer is having a
problem with another authorized vendor, and they have valid proof of purchase, we may try to assist the customer
with their return to that vendor Unfortunately I do not know any vendor
who will blindly accept a return, for refund or exchange, when they cannot identify
how old the product may be, where it came from, how much the customer paid,
etcso without valid proof of purchase there is very little we are able to do to assist them.
If/When Ms***
can provide valid proof of purchase we will be happy to contact CVS on her
behalf to help arrange for a refund or replacement of her product, without the
proof of purchase, CVS will not even speak with us
Sincerely,
*** ***
MedAltus, LLC

I have reviewed the response made by the business in reference to complaint ID , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThis is a highly sensitive topicI would not be raising any concern if I didn't feel it needed to be doneIn regards to the company claiming that I did not use the serum properly because it lasted two months instead of a month and a half, I used the serum on ONE breast for the first month, then both. It should not matter that I waited to contact the company about their product not workingI have four children that keep me busyWhen I was finally able to sit down and contact the company, it had been too late for the guaranteeThe company states that they would agree to a refund had I not waited so longWhy not issue the refund regardless? Stand behind your productsIf it does not work for everybody, then it should state it more clearly, or state that if it does not work, regardless of the time frame, then issue a refundMost companies will issue a refund days past the purchase dateAlso, I left a review for the product on askderm.com and it was removed, as though the company does not want people to see that it does not workI'm sorry that I ever purchased anything from askderm.com, as they seem callous and insensitiveI will be sure to tell all my friends NOT to purchase from themRegards, *** ***

MedAltus, LLC
We have several issues with this customer's complaint and request
for her money back. First, the customer makes it look like we promise results
with the product. One of the quotes she
neglected to include in her complaint is from the askderm.com Boustise manufacturer
page. This page states, "When used twice
daily, MOST users see a difference in about a month (see MfgProdPage_askderm.com
attached)." We do not claim that everyone who uses the product will see results
anywhere on our website (see see MfgProdPage_askderm.com and ProductPage_askderm.com
attached). Second, Ms[redacted] states that she started using the product
on September 17th, the day it arrived. She states that she then used the product
continuously, twice a day for two months.
We have an issue with this claim because according to the manufacturers
website, Boustise.com, "One 80ml bottle of Boustise should last approximately
40-days with 2x daily use" (see BoustiseMfgWebsiteFAQ attached). If Ms[redacted] used the product continuously, twice
a day for two months, as she states, she was either not using enough of the
product at a time or she was not using it the way she says she did. Either situation would make the product less
effective. The other reason we question Ms[redacted]'s usage is because
the bottle of product was in her possession for days before she submitted a
request to return it. Even if she
managed to stretch the contents of the bottle out for days of usage, why did
she wait an additional days to contact us? Finally, Ms[redacted] complains about our return policy. Yes, we have a 30-day return policy (see
askderm.com_ReturnPolicy attached) and yes, Ms[redacted] purchased a product that
takes a minimum of days to show results (see ProdUsageInstruct_askderm.com
attached); this didn't leave her much time to request her return. BUT both the minimum results time and the
return policy were clearly posted on the website BEFORE Ms[redacted] purchased the
product so she was aware that she may not be able to return it if she was
unhappy. Additionally, if Ms[redacted] had
contacted us a week or two after the 30-days were up we would have been willing
to authorize the return of the product for a partial refund. Instead of contacting us within a reasonable
time frame, Ms[redacted] chose to wait an additional month and a half before
requesting the return. This delay is what
caused the authorization to be denied. This isn't a case of our company trying to take advantage of
Ms[redacted], as she states in her complaint, it is simply a case of a customer waiting
days beyond the posted return policy period before deciding she wants her
money back on a product she finally decided didn't work for her