NaturaCel, DFLK Inc.

I ordered this product because I thought it was owned by Kelly Ripa and I have a great deal of respect for her. The product is marginal--about the same as a so-so handcream. It has cured rough spots, but wrinkles not so much. I signed up for a free sample and after 30 days was charged $90 to my checking account which cause several checks to bounce. After speaking with the company, I was told at the time of the free sample, I would receive product every month until I cancelled at a charge of $90.00. I immediately cancelled future orders. When I received the product, I immediately returned it and was told I would be credited $90 within thirty days--I am still waiting for a refund. These people are scammers selling an inferior product and don't understand the word "refund". Do not buy this product!

I was very skeptical about paying for a book, but I did end up buying Trial Busters. I think the authors are doing a great job, they are helping people get their money back. You should read it to make sure you get the money back that was stolen www.trialbusters.com

Naturalcel and Halocel does not clearly inform customers when ordering trial samples that full charges will be made immediately after 15 days. In addition the customer service phone numbers are different but only answer with a recording, a long wait and then you are cut off by a recording telling you to call again. The support web site has nothing that allows one to obtain a form to reach Naturacel or Halocel. There is no address either. I had to cancel my bank card and post a complaint. I did not receive the regular sized items either after the regular charges. Will not go online again for these type of products. Unethical business practices.

I to was charged 85.00 and 89.00 for the free offered product and another product that I did not order. I have tried to call several times and keep getting a machine to leave name and call back number. I also have sent a message to their customer service dept with my email for a response and have not heard back from them. I will be canceling my credit card they have charged me 2 months in a row. What part of cancel did they not get. This is the biggest shadiest scam I have ever been part of. No where did it read about the hidden VIP crap and contract. I will be calling Revdex.com they need to be shut down.

Naturacel offers a free sample for $4.99.but they charge me now $85 and $ 89.95. But I don't want these samples and I didn't open.I want to return samples where can I send to these samples

Review: Requested a refund and was denied refund after was advertised "for any reason you do not find this product is right for you we will gladly give you a refund, less shipping and handling fees."Desired Settlement: Want a refund of $85

Review: Naturacel offers an online "free" sample for $4.99. It's a skin cream that's supposed to improve the look of lines and wrinkles. When I ordered the "free" sample, apparently on the final page, there's "fine print" that indicates you have to notify them of your cancellation of the "free" sample in 15 days OR you will be charged the full amount of $85.00. On the 15th day from the order date (not clear), I happened to see a charge to my credit card for $85.00 and called Naturacel for a refund. They told me I would not get a refund due to the terms and conditions of the "free sample" outlined on their order page (the fine print). I argued and asked to speak to management. The told me there was no one else to speak to and there was nothing else they could do. At first they offered me a 25% refund after my complaining about their unclear business practices. Then after more discussion and requests to speak to management, they offered me 50% but no more. They verified their conversations in emails to me and just reiterated their terms and conditions. I told and emailed them that I was not happy with the result, especially since they wouldn't tell me who runs the company, owns the company, management in charge, etc. This may be legal in the eyes of the law, but these are shady business practices and should NOT be allowed. I would like a full refund and any reputable company would honor that request based on the circumstances. I have also contacted my credit card company to dispute the charge but do not have the outcome of that request. Regardless of what happens, this company should not be allowed to operate this way and take advantage of consumers with these "free offers" that are certainly not free in any way, shape or form.Desired Settlement: I would like a full refund of the $85.00.

Business

Response:

Please note that [redacted] was refunded in full for $85.00 {2 x $42.50), as per refund confirmations below:[redacted] enrolled in a membership-based website by the name of https://www.naturacel.com[ trialface/ The account was established on April 14th, 2015.The recurringterms are clearly explained on the checkout page https://www. naturacel.com/order now• checkout (where the customer ordered from) directly beside the red 'Send my Sample' button, which is compliant and visible for the customer to see which states.By placing and order you will enrolled in our VIP membership program. This program will charge $85.00 for your trial of NaturaCel on the 15th day and ship a full size jar of NaturaCel for $85 + S/H every 30 days thereafter until you cancel. You can canceJ or modify your membership anytime by calling 1 877 216w4440At that time she agreed to the terms and conditions of purchase of the 15 day trial,which are also clearly stated in full detail: https://W\vw.naturacel.com/terms/. We have included screen shots of our recurring terms, as well as our checkout page (see attached).These terms and conditions regarding cancellation clearly mention that cancellation must be provided through email during business hours (9am to Spm EST) PRIOR to the processing date of the recurring order, which for this order would have been April 29th, 2015. This was NOT done and we did agree that no future orders would be processed,which we have not charged her account after she called in on April 29th, 2015.This customer contacted us on April 29th to cancel her account, which was 1day after the trial expiry date of April 28th. On good faith, we refunded the customer the agreed upon amount of $42.50,as per attached refund confirmation. [redacted] re­ contacted our customer service department that same day (April 29th) with the bank representative on the line requesting full refund after agreeing prior that day to 50% refund of $42.50. I n order to avoid a dispute, our customer service representative issued a refund for the remaining balance of $42.50 (now totaling the full amount of $85.00) see attached 2nd refund confirmation. The bank representative guaranteed our customer service representative that there would be nochargeback dispute if we refund the customer in full. We had also cancelled her account and honored not to charge or authorize any future orders as of April 29th, 2015.Our customer service representatives were very fair with [redacted], not only refunding her the partial amount initially but then refunding her the full amount later that day on April 29th.[redacted] was obviously upset that she overlooked the terms and conditions prior to submitting her online order on April 14th,2015.As of now the customer has received the product,a $99.00 value and has not cancelled her transaction prior to the 15th day. Trial terms are clearly mentioned on the checkout page of where she placed her order, where she had agreed to prior to placing her order.Please review the correspondence and supporting documents,her claim of 'shady business practices' is not valid, as all terms and business practices are clear and visible on the checkout page of where she placed her order.

Review: Ordered online sample on 12-02-2014. used the product for 2 weeks...cancelled product on 12-16. On 12-16-14 my [redacted] Debit Card was charged $85.00. I called Naturcel to lodge a complaint - at no time during my initial trial off of $.4.99 was I told that I only had weeks to cancel the product. I was also not told this when I cancelled the product. the sales person could not help me and in fact tried to get me to order more of the product saying 2 weeks was not enough time to see any results...I insisted again I was cancelling and not to be charged for the product and did not want any future orders. I was tranfered to a manager ([redacted]) who was very rude to me. She said that I did not cancel within the 2 week time...I had only had the product for less than 2 weeks...due to shipping I did not receive it until 5 days later....she offered me a $40.00 discount which I said was unacceptable. She then said she could do nothing else and if I filed with my Bank it would take up to 3 - 4 months to resolve. I told her I would file with my bank and also contact the Revdex.com....again she was rude. My Band has put a hold on the payment of $85.00 until this is resolved. I did not see any fine print on line when I ordered but she insisted it was there and sent me a screen shot that was so small I could not even read it. Again she was rude and arrograntDesired Settlement: Refund my [redacted] Debit Card and note online that this company is a fraud. If you need to cancel withing 2 weeks of ordering date and do not receive the product promptly and then are told when you do cancel that 2 weeks isn't enough time to see if the product works this, in my opinion is FRAUD....Any assistance would be greatly appreciated. I also noted this on their Facebook page for others to be aware of.Thank you

Business

Response:

[redacted] enrolled in a membership-based website by the name of h ttps://www. naturacel.com/trialface/ The account was established on Nov 29th 2014 The recurring terms are clearly explained on the checkout page https://www.naturacel.com/order-now-checkout (where the customer ordered from) directly beside the red 'Send my Sample' button,which is compliant and visible for the customer to see which states. By placing and order you will enrolled in our VIP membership program. This program will charge $85.00 for your trial of NaturaCel on the 15th day and ship a full size jar of NaturaCel for $85 + S/H every 30 days thereafter until you cancel. You can cancel or modify your membership anytime by calling 1877 216-4440 At that time she agreed to the terms and conditions of purchase of the 15 day trial,which are also clearly stated in full detail: https://www.naturacel. com/terms/.We have included screen shots of our recurring terms, as well as our checkout page (see attached). These terms and conditions regarding cancellation clearly mention that cancellation must be provided through email during business hours (9am to Spm EST) PRIOR to the processing date of the recurring order, which for this order would have been Dec 14th 2014.This was NOT done and we did agree that no future orders would be processed which we have not charged her account after she called in on Dec 16th. This customer contacted us on Dec 16th to cancel her account which was 2 days after the exp date of Dec 14th. On good faith we cancelled her account going forward on Dec 16th and honored not to charge or authorize any future orders as of Dec 16th. [redacted] was extremely rude to our customer service team threatening us in every method possible as we tried to explain terms and even offered her a partial refund although she was outside of her terms. Our customer service reps were not in any way rude to Patricia. Our customer service rep was very fair with [redacted] and when she threatened us with calling Revdex.com, and her bank for her own mistakes, we were firm with our decisions and outliningthe terms. This was not in any rude, as our customer service rep was re-explaining the terms that Patricia had agreed to, even if she didn't like this. [redacted] was obviously upset that she overlooked the terms and was very irrational. As of now the customer has received the product a $99 value and has not cancelled her transaction within the 15 day trial terms as clearly mentioned in the checkout page of where she placed her order and agreed to before placing her order. Please review the correspondence and supporting documents, her claim of fraud is not valid as all terms and business practices are clear and visible on the checkout page of where she placed her order.

Review: The ad says a 15 day trial money back guarantee. I called in 13 days. They start the trial date from the order date, not the arrival date. So it's a 10 day trial and you end up paying $85. instead of the $5 shipping. Frustrating Mess!After talking to the service dept. I got 1/2 refund because they know it's advertised wrong. Why not a full refund?Desired Settlement: My whole $85 returned to my account. Not $42.50

Business

Response:

[redacted] enrolled in a membership-based website by the name of https://www.naturacel.com/order-now-intrial/. The account was established on October 18th 2014

The recurring terms are clearly explained on the checkout page https://www .naturacel.com/order-now-intrial/ (where the customer ordered from) directly beside the red 'Send my Sample'button which is compliant and visible for the customer to see. At that time [redacted] agreed to the terms and conditions of purchase which are also clearly stated in details https://www.naturacel.com/terms/. As well we include a screen shot of our terms and conditions page which mention NaturaCel is a 15 day trial.(Not a 10 day trial as [redacted] mentioned)

These terms and conditions regarding cancellation clearly mention that cancellation must be provided through email during business hours (9am to 5pm EST) prior to the processing date of the recurring order,which for this order would have been November 3rd 2014.

This customer contacted us on Nov 4th which is 17 days after her initial trial went through.

See attached phone records for documentation proof. The customer DID NOT contact us within 13 days as she stated. On good faith we stopped all future recurring transactions on November 4th as well got management approval to refund her 50%.We tried explaining the term and help [redacted] rectify this scenario over the phone- she however hung up on our customer service rep.

At no time did [redacted] contact us before 15 days of her trial which would have been (Nov 2nd 2014).

As of now the customer has received the trial product as well as a full 500.A, refund of $42.50 which she was clearly aware about while being outside of the trial terms.[redacted] has made it difficult for our customer service team offer her any form of solutions as she hung up on the customer service representative as they were trying to offer her the most suitable solution based on the terms.

Kind regards

My 95 year old mother also ordered a "free trial jar" of Naturacel skin cream not realizing that she would be charged $85.00 after 2 weeks from original order and be charged another $85+ shipping and handling every 30 days.

The offer states in very bold type numerous times that your are only paying $5.99 for the original sample and does not CLEARLY state anywhere that this is a recurring charge or that the full amount would be charged after this "trial". Where this occurs is somewhere buried in the ad and in very small and faint print.

This is a clearly fraudulent attempt to get at least several months charges for something which could be purchased at your local drugstore for a tenth of the price. There is either one company doing this over and over with different names for their creams, such as Wrinkless Cream ( supposedly raved about by Dr. Oz and Ellen) because they are able to get purchasers to pay for the "free trial" without realizing the consequences.

When I called to try and get a refund I was not allowed to complete a sentence without the customer service person obviously reading rote statements and interrupting me.

Review: Naturacel advertises on the internet that a person can request a free sample and also advertises on TV the same offer...a free sample. Once the sample is ordered, which I did via a late night phone call, the sample was mailed to me. during the ordering process, no information was given to me regarding a return or follow up charge being charged to my account. As a resutl, my account was charged $89.99 and I did not authorize this charge. So the advertisement for a free sample is false advertisement. My telephone conversation with the representative could not resolve the process. The representative kept insisting that my order was placed on line. This is a lie. I want my money refunded to my account.Desired Settlement: Naturacel should be banned from advertising these offers and also removed from being listed in Amazon.com.

Business

Response:

[redacted] enrolled in a membership-based website by the name of https://www.naturacel.com/trialface/The account was established on Nov 13th 2014The recurring terms are clearly explained on the checkout page https://www.naturacel.com/order-now-checkout (where the customer ordered from) directly beside the red 'Send my Sample' button,which is compliant and visible for the customer to see which states.By placing and order you will enrolled in our VIP membership program. This program will charge $85.00 for your trial of NaturaCel on the 15th day and ship a full size jar of NaturaCel for $85 + S/H every 30 days thereafter until you cancel. You can cancel or modify your membership anytime by calling [redacted]At that time she agreed to the terms and conditions of purchase of the 15 day trial and monthly subscription,which are also clearly stated in full detail: https://www. naturacel.com/terms/. We have included screen shots of our recurring terms, as well as our checkout page (see attached).These terms and conditions regarding cancellation clearly mention that cancellation must be provided through email during business hours (9am to Spm EST) PRIOR to the processing date of the recurring order,which for this order would have been Dec 28th 2014. This order was her second jar shipment and not the trial order. Her account was not cancelled before the processing date of Dec 28th 2014 and therefore Karen's account was processed.This customer contacted us on Jan 2"d from her husband '[redacted]' who requested to return the jar to cancel her account which was 5 days after the her processing order of Dec 28th 2014. This order was already shipped and en route to the customer. On good faith we cancelled her account going forward on Jan 2"d 2015.Keep in mind the customer's statement and facts are incorrect and fabricated as we document all transactions and communication. She mentions this is a free sample, however we advertise as free trial sample offer.She also claims to have made a "late night phone call" to process her order. Her order was done directly via the internet on 1/13/2014 09:05am under her IP address [redacted] which is associated with her listed billing address at [redacted]The customer also claims that we advertise on TV for free sample, we do not advertise on TV.We also all customers a full invoice with full contact information of our company and what the customer had ordered. All orders come also with a full packing slip with full customer service contact info.As of now the customer has received the product a $99 value and has not cancelled her transaction before the processing date of December 28th. As per our terms we do allow a full 60 day return policy on unopened jars and clearly explained this to [redacted] so she has a proper return method.Please review the correspondence and supporting documents, her claim of fraud is not valid as all terms and business practices are clear and visible on the checkout page of where she placed her order.

Review: THis company offered a free trial of their product, with my payment of shipping charge of 4.99. Credit card was required to pay the shipping. My credit card bill arrived a few days ago with the charge of $85.00 on it for the "free" product, and another jar arrived in the mail, without my order or consent. I called the phone # provided, was put on hold, then told my call had been missed, would I leave name, phone # and reason for call. They returned my call, told me I would get credit for $42.50 on my credit card, and would receive an email with retuyrn information for the unwanted new jar. She confirmed my email address, assured me the information would arrive in a few minutes. The email never arrived, and I tried to call again today, receiving the same messages, but there was a cut off before I could leave my name and phone #. This surely has to be illegal practice.Desired Settlement: For this company to stop sending more of the unwanted product, to take back what they sent unordered, and to give a refund that was promised on the phone. I want no more charges made to my card, and want this unethical practice stopped.

Business

Response:

Please note that [redacted] was refunded the agreed upon amount of $42..50, as per refund confirmation below

Consumer

Response: