Natural Ceramides

Re: Case # [redacted] – [redacted] To whom it may concern, We looked at the customer's account and unfortunately chargeback activity has taken place since our last interaction. We regret that due to the customer’s current dispute of charges from our company, we are unauthorized to make changes on this account now that the dispute has pivoted through an entirely separate process. If you have any additional questions or information, contact Sam J[redacted] at [redacted]   Regards, Sam J[redacted] Dispute Resolution Agent

I ordered a free trial of natural ceramides online the product came in with in a week of ordering. The condition to the trial was that I would be automatically re-billed if I did not cancel before the trial period. I knew that I just had to call and cancel if I did not like it. I enjoyed the product that I did not cancel after the trail period was over and I received a new bottle in the mail. After a month of using it I decided to cancel for financial reasons. When I called to cancel the customer service agent was friendly and canceled my order and I have not seen a re-billing on my card since.

[redacted] To Whom It May Concern: We are disappointed that this customer is unhappy with her experience with our company and we are diligently...

working towards a resolution regarding this complaint. [redacted] places her order for the product Natural Ceramides and Hydroxacel Eye Cream on November 29, 2015. The customer paid shipping fees at this time for a 30-day supply of the product Nouvebelle and Bellesse and receiving a 14-day trial period. The “Free Trial” pertains to the time we are allowing our customers to use our product before their commitment to purchase the product, not for the actual product.  During their initial trial, customers who are unsatisfied with the product are free to call our customer service agents to cancel within the trial period without ever being charged the purchase price. Customers enrolled in our Membership Program have the opportunity to cancel their Memberships at any time, and return the product to our warehouse for a full refund, no questions asked.  On December 17, 2015 this customer was charged for the Natural Ceramides product; and on December 21, 2015 charged for Hydroxacel Eye Cream product and by doing do the customer was registered as an auto delivery customer.  Since, we had not received any communication from the customer to our support center at this time with any concerns on their account. When [redacted] contacted the Customer Service support about cancelling his account, per his request on December 18, 2015, the customer service department implemented that no additional charges would be applied to her account as requested.

According to the customer account the customer was issued a refund for the product Natural Ceramides in the amount of $94.74 issued on December 21, 2015, then another refund in the amount of $83.74 for product Hydroxacel Eye Cream was issued on December 21, 2015. We hope this will satisfy her concerns as well abide by our policies.

At no time did either of the two customer service representatives with whom I spoke on April 14, 2016, indicate I would be refunded ANY amount. In fact, they both explicitly said that, per company policy, they could not extend any refund--they could only send two additional bottles of the product. Regardless of the company's refund policy, it was their responsibility to inform me, the consumer, of what their representative had registered me for on December 19th via phone communication. There was never a reason for me to contact the company with complaints or concerns given there was never any information provided to me regarding their "Terms of Service Agreement" including, but not limited to their automatic renewal of the product, their no refund policy, or their cancellation policy. Therefore, I was unaware of any of this, and since I was not receiving any products, I was also unaware they were charging me for products each month. Had I known that a.) I was being signed up for an automatic service, I would not have registered for the free trial; b.) their products were being shipped to me without my ordering them (I did not receive any products until 3 months later), I would have been alerted to this issue much earlier and resolved it prior to the business' arbitrary 30-day policy; and c.) that the products' full price was completely unreasonable to begin with, I would have never shown an interest in the product in the first place. This was all information the company is responsible to present to the consumer in a clear, transparent manner, and they did not. Furthermore, they cannot expect that I am accountable to a "Terms of Service Agreement" that was never presented to me. My order of their free trial was done over the phone, and no additional information was provided in writing or otherwise.I do not consider this issue resolved until I receive the full refund ($406.70) for the products I did not order, I did not receive, and I did not want.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
The firm has refunded the monies charged for their products which I did not order, this is a proper response.
The firm represented itself as being a survey from Amazon and that is why I completed the survey as it offered a $50 gift card to Amazon for completing the survey.  When I completed the survey there were three offers made available, they were for a male enhancement product, a sample of the Natural Ceramides Youth Cream and the eye gel.  I was to receive the samples if I paid the shipping fees which I agreed to do.  The samples arrived, showing shipped from St. Petersburg, Florida.  There was no paperwork with the two samples.  If I had been aware that there was a time element associated with acceptance of the samples I would have most certainly complied.  
 
 
Regards,
[redacted] Grove

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Thank you for intervening on my behalf and I do hope this business will change it's approach to consumers and not offer so-called "special pricing" when that is not actually the final price.
Regards,
[redacted]

Natural Ceramides uses very deceptive business practices. They offer a "free" trial of their product, and start charging your card and sending more product that was not ordered at an inflated cost. I looked very carefully for some "trick" like this before getting the "free" offer. Nowhere did I see any "terms and agreements" signing me up for an ongoing order. The product was nothing special yet the pricing is gouging. A VERY DECEPTIVE COMPANY. Dr. OZ sells out again!

To Whom It May Concern: We are disappointed that this customer is unhappy with their experience with our company and we are diligently working towards a resolution regarding this complaint At this time we have reviewed the customer’s account and noticed that the customer has filed a dispute of...

charges with their cardholder or bank. Because these charges are being investigated, we are no longer authorized to issue any changes or refunds to the customer’s account. The customer’s accounts with us have been cancelled, and no future orders will be placed. I would recommend that the customer contact their bank for any further information regarding these charges. We apologize for any inconvenience.   Warm Regards, Sam J[redacted] Dispute Resolution Manager

REGARDING Revdex.com CASE#: [redacted]
To Whom It May Concern:
Thank you for contacting us, and we are sorry we have not been able to provide the customer with a satisfactory customer experience.
We have implemented on our website that the consumer must check the YES box to indicate that...

they have read through the terms and conditions of our companies polices and agree to these terms and condition. Once the box is checked YES and the purchase information is entered; then the consumer is enrolled into our program and the orders are processed. 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. We have this detail listed on the merchandise bottles, email confirmations sent directly to the customer email address provided on their account, the invoices sent with shipment and the product website.
After reviewing the customer account; we have issued the customer the following refunds in the interest of amicable resolution:• 11/25/2016 - Refunded - $129.74 Trans-ID: [redacted]• 11/25/2016 - Refunded - $89.74 Trans-ID: [redacted]
Refunds are made to the source of the original payment, and processing generally takes 7 to 10 business days. The subscription, which was agreed upon by agreeing to Terms and Conditions on our checkout page has been cancelled. 
We hope this will satisfy the customer's concerns as well abide by our policies. Our interest in resolution is genuine. Please contact us at [redacted] to contact us directly.Regards, Sam J[redacted]Dispute Resolution Agent

This company is using EXTREMELY deceptive tactics! A "free trial" turns into automatic shipments and large charges before you know what hit you. I read the information contained in the "offer" very carefully & did not find any reference to automatic shipments or "membership" or cost of future shipments!
To my surprise I received another jar of the Natural Ceramides cream. Luckily I had written down a phone number and "return address" that I found when I signed up. So I called and got a very quick offer to cancel my "subscription/membership" which included a confirmation # for the cancellation. I then called back to talk to customer service to say that I want to return this additional product which I didn't order & don't want and was eventually very politely told that the charge for the cream is $50 some amount and that I can't return it or get a refund! After I asked to speak to someone who could help me, the young woman came back on the line and very politely told me that there is a no return policy and then pleasantly HUNG UP!
BEWARE of this company!!!

To Whom It May Concern: We are disappointed that this customer is unhappy with her experience with our company and we are diligently working...

towards a resolution regarding this complaint. [redacted] places her order for the product Natural Ceramides and Hydroxacel Eye Cream on November 28, 2015. The customer paid shipping fees at this time for a 30-day supply of the product Natural Ceramides and Hydroxacel Eye Cream and receiving a 14-day trial period. The “Free Trial” pertains to the time we are allowing our customers to use our product before their commitment to purchase the product, not for the actual product.  During their initial trial, customers who are unsatisfied with the product are free to call our customer service agents to cancel within the trial period without ever being charged the purchase price. On December 16, 2015 this customer was charged for the Natural Ceramides product and on January 8, 2015 charged for Hydroxacel Eye Cream product and by doing do the customer was registered as an auto delivery customer.  Since, we had not received any communication from the customer to our support center at this time with any concerns on their account. When [redacted] contacted the Customer Service support about cancelling her account, per her request on January 9, 2015, the customer service department implemented that no additional charges would be applied to her account as requested.

After reviewing the customer’s account, the customer was issued a refund for the product Hydroxacel Eye Creamon January 11, 2015 in the amount of $83.74. There was a partial refund for the product Natural Ceramides in the amount of $28.41 and the remainder of the refund for this product was issued on January 15, 2016, in the amount of $66.33.

To whom it may concern,   We are disappointed [redacted] is dissatisfied with our resolution. Unfortunately we have reviewed the communication history and determined:   ·
font-stretch: normal;">         [redacted] referenced a communication to cancel the account within the allotted trial time, however the confirmation # she referenced [redacted], took place on April 6th. The original transaction took place in on January 17th. This is well past the allotted trial time as agreed upon when the customer made the initial order and agreed to the terms and conditions by checking the T&C box on the order page. ·         Despite failing to cancel within the appropriate time, our customer service representatives issued refunds: The first was an AGREED UPON 50% refund for $47.37 on April 6th, 2016 for the product she returned. The second took place at full price for $94.74 on May 10th 2016 as the product was sent and in transit before the cancellation was fully processed.   In light of this situation, we feel we have conducted ourselves in a transparent and ethical fashion. We are confident we have done due diligence in light of the customer not having cancelled within the agreed upon (terms and conditions) timeframe.   Warm regards

To whom it may concern,
 
To Whom It May Concern:
Thank you for contacting us, and we are sorry we have not been able to...

provide our customer with a satisfactory customer experience.
We have implemented on our website that the consumer must check the YES box to indicate that they have read through the terms and conditions of our companies polices and agree to these terms and condition. Once the box is checked YES and the purchase information is entered; then the consumer is enrolled into our program and the orders are processed.
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. We have this detail listed on the merchandise bottles, email confirmations sent directly to the customer email address provided on their account, the invoices sent with shipment and the product website.
In light of the latest complaint we took a look at your account and confirmed the refunds were issued through our CRM and confirmed through our gateway (see attached) for the following amounts:
09/13/2016 04:16pm  $52.69- Refunded - Trans-ID: [redacted]
09/07/2016 05:12pm - Refunded - $94.74 Trans-ID: [redacted]
 
Refunds are made to the source of the original payment, and processing generally takes 7 to 10 business days. The subscription, which was agreed upon by acknowledging the Terms and Conditions on our checkout page was cancelled.
We hope this will satisfy our customer’s concerns as well and we are deeply sorry for the inconvenience.
Regards,
Sam J[redacted]
Dispute Resolution Agent

To whom it may concern,
 
serif;">Thank you for reaching out to us, we take pride in providing customer satisfaction.
  We took a look at the customer's account and unfortunately chargeback activity has taken place. We regret that due to the customer’s current dispute of charges from our company, we are unable to resolve this matter.   Regards, Sam J[redacted]   Dispute Resolution Agent

To Whom It May Concern: We are disappointed that this customer is unhappy with her experience with our company and we are diligently working towards a resolution regarding this complaint. William places his order for the product Natural Ceramides on December 3, 2015. The customer paid shipping fees at this time for a 30-day supply of the product Natural Ceramides and receiving a 14-day trial period. The “Free Trial” pertains to the time we are allowing our customers to use our product before their commitment to purchase the product, not for the actual product.  During their initial trial, customers who are unsatisfied with the product are free to call our customer service agents to cancel within the trial period without ever being charged the purchase price. Customers are also free to call into our customer service center and have their trials extended if they feel they need more time to review the potential benefits of its use before they commit. On December 21, 2015 this customer was charged for the Natural Ceramides and by doing do the customer was registered as an auto delivery customer.  Since, we had not received any communication from the customer to our support center at this time with any concerns on their account. When William contacted the Customer Service support about cancelling his account, per his request on January 14, 2016, the customer service department implemented that no additional charges would be applied to his account as requested.

After reviewing the customer account, we have issued a refund for the product Natural Ceramides on February 10, 2016, in the amount of $94.74   Refunds are made to the source of the original payment, and processing generally takes 4 to 5 business days.   Unfortunately, there will be no additional refund issued to this customer due to our 30-day return policy. According to our records the customer has pass the allotted time frame.

REGARDING Revdex.com CASE#: [redacted]To Whom It May Concern:Thank you for contacting us, and we are sorry we have not been able to provide the customer with a satisfactory customer experience. Know that your feedback is collected in our efforts to improve our policies.After reviewing the...

customer account; we have issued the customer the following refunds in the interest of amicable resolution:• 12/06/2016 07:21pm - Refunded - $54.69 Trans-ID: [redacted]• 12/06/2016 07:21pm - Refunded - $19.95 Trans-ID: [redacted]• 12/06/2016 07:21pm - Refunded - $54.69 Trans-ID: [redacted]• 12/14/2016 10:19am - Refunded - $19.95 Trans-ID: [redacted]• 11/09/2016 07:05am - Refunded - $89.74 Trans-ID: [redacted]• 12/14/2016 10:19am - Refunded - $99.74 Trans-ID: [redacted]Refunds are made to the source of the original payment, and processing generally takes 7 to 10 business days. The subscription, which was agreed upon by agreeing to Terms and Conditions on our checkout page has been cancelled. We hope this will satisfy the customer's concerns as well abide by our policies. Our interest in resolution is genuine. Please contact us at B[redacted] to contact us directly.Regards, Sam J[redacted]Dispute Resolution Agent

REGARDING Revdex.com CASE#: [redacted] To Whom It May Concern: Thank you for contacting us, and we are sorry we have not been able to provide the customer with a satisfactory customer experience. We have implemented on our website that the consumer must check the YES box to indicate that they have read...

through the terms and conditions of our companies polices and agree to these terms and condition. Once the box is checked YES and the purchase information is entered; then the consumer is enrolled into our program and the orders are processed. 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. We have this detail listed on the merchandise bottles, email confirmations sent directly to the customer email address provided on their account, the invoices sent with shipment and the product website. After reviewing the customer account; we have issued the customer the following refunds in the interest of amicable resolution: ·         [redacted] Refunds are made to the source of the original payment, and processing generally takes 7 to 10 business days. The subscription, which was agreed upon by agreeing to Terms and Conditions on our checkout page has been cancelled. We hope this will satisfy the customer's concerns as well abide by our policies. Our interest in resolution is genuine. Please contact us a[redacted] to contact us directly. Regards, Sam J[redacted] Dispute Resolution Agent

The only thing I reject to is that I was charged $89.74 two times.  The response only credits me for one of the $89.74 charges.Please credit me the 2nd charge for $89.74.  This could have all been avoided if the operators/supervisors/managers would have not acted unprofessional when I called them to ask for these credit - when I did not have any products to show for them.  Thank you very much.[redacted]

To Whom It May Concern: Thank you for contacting us, and we are sorry we have not been able to provide the customer with a satisfactory customer experience. We have implemented on our website that the consumer must check the YES box to indicate that they have read through the terms and conditions of...

our companies polices and agree to these terms and condition. Once the box is checked YES and the purchase information is entered; then the consumer is enrolled into our program and the orders are processed. 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. We have this detail listed on the merchandise bottles, email confirmations sent directly to the customer email address provided on their account, the invoices sent with shipment and the product website. After reviewing the customer account; we have issued the customer a total refund in the amount of $568.44; for all products on 9/23/16 in the interest of resolution. Refunds are made to the source of the original payment, and processing generally takes 7 to 10 business days. The subscription, which was agreed upon by agreeing to Terms and Conditions on our checkout page has been cancelled. We hope this will satisfy the customer's concerns as well abide by our policies. Regards, Sam J[redacted] Dispute Resolution Agent

REGARDING Revdex.com CASE#: [redacted]To Whom It May Concern:Thank you for contacting us, and we are sorry we have not been able to provide the customer with a satisfactory customer experience. Know that your feedback is collected in our efforts to improve our policies.We have implemented on our website that...

the consumer must check the YES box to indicate that they have read through the terms and conditions of our companies polices and agree to these terms and condition. Once the box is checked YES and the purchase information is entered; then the consumer is enrolled into our program and the orders are processed. 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. We have this detail listed on the merchandise bottles, email confirmations sent directly to the customer email address provided on their account, the invoices sent with shipment and the product website.After reviewing the customer account; we have issued the customer the following refunds in the interest of amicable resolution:• 12/14/2016 - Refunded - $129.74 Trans-ID: [redacted]Refunds are made to the source of the original payment, and processing generally takes 7 to 10 business days. The subscription, which was agreed upon by agreeing to Terms and Conditions on our checkout page has been cancelled. We hope this will satisfy the customer's concerns as well abide by our policies. Our interest in resolution is genuine. Please contact us at [redacted] to contact us directly.Regards, Sam J[redacted]Dispute Resolution Agent