Natural Ceramides

I canceled the product within the trial period termination date. When I called to cancel the product at [redacted], I was told that if I paid $36.71, I could keep the products. I agreed, then a week later I was charged $129.00. The charge for keeping the product was $89, so where the $129 came from I don't know. When I called about the extra charge they said they could give me a 50% discount and cancel the product. I did not agree to that option and filed a claim with my credit card.

To Whom It May Concern: [redacted] places her order for the product Natural Ceramides and Hydroxacel Eye Cream on December19, 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 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 January 10, 2016 this customer was charged for the Natural Ceramides product and on January 14, 2016 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 April 14, 2016, the customer service department implemented that no additional charges would be applied to her account as requested.

According to the customer’s account, the customer was refunded for both products. A refund for product Natural Ceramides was issued on April 13, 2016 in the amount of $49.74. There was also a refund in the form of a check for Hydroxacel Eye Cream issued on April 14, 2016, in the amount of $83.74. The refund process generally takes 14 to 21 business days. Unfortunately, as per our company policy, we have a strict 30-day refund policy. We are only able to issue refund(s) for the latest charge on the account that occurred within the last 30 days.

[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]

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.

[redacted]  [redacted]
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.
Regards,
[redacted]

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

To Whom It May Concern:Thank you for contacting us, and we are sorry we have not been able to provide you with a satisfactory customer experience.In light of your latest complaint we have issued the customer a total refund in the amount of $94.74; for the product in question.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 her concerns as well and we are deeply sorry for the inconvenience. Regards,Sam J[redacted]Dispute Resolution Agent Dispute Resolution Agent

Unauthorized charge to my credit card. False advertising. Product doesn't do what they claim.
They advertise a Free Trial but charge you the full amount (almost $100) before the "trial period" expires. They don't disclose this when you sign up for the free trial of course. You realize that you have enrolled in some kind of membership when you notice the charge on CC, then you call and if you are lucky to talk to someone, they tell you that you have signed up for it. Unbelievable.
The product doesn't do any of what they claim. I didn't notice any difference in my skin and I told the rep I want to return it as they claim I could do. He said I could return it but they won't refund my money.
This is a scam.

To Whom It May Concern: Thank you for contacting Resolution Support Team. Unfortunately, we’ve been unable to find the Customer’s account in our database, using the information that was provided.Will you kindly have the customer respond to this email and let us know the registered email address...

associated with their order, any alternate email address that the customer may have used to contact our company regarding their order, the shipping address, the telephone number associated with their order, any alternate names the customer’s account could be registered under (family, partner, friend), any shortened forms of their your own name (nick name), lengthened forms of their own name (full name), or alternate spellings of their name that they, or someone ordering with them, may have used on the order, the product and/or company they are inquiring about, Customer ID and/or their order ID for the product they are inquiring about.Please have the customer provide any of the information mention above that may apply to them regarding this matter.This will enable us to identify the proper account so we can assist the customer with their request. We look forward to hearing from you and providing you with outstanding customer service.

The credit card company reversed the chargeback and advised me to contact the Revdex.com, the response from the merchant is not correct.

To whom it may concern,   We are disappointed [redacted] is dissatisfied with our resolution. Unfortunately we have reviewed the communication history and determined:   ·         [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

[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.
Regards,
Susan M[redacted]

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. In light of the latest complaint we have issued the customer a total refund in the amount of $94.74 for the product in question. 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 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, 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

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 see we have issued the customer the following refund(s) in the interest of amicable resolution: ·         11/05/2016 - Refunded - $89.74 Trans-ID: [redacted]    ·         11/05/2016 - Refunded - $99.74 Trans-ID: [redacted] Refund will be issued to the original source of payment. Please expect to receive your funds within 7-10 business days of each respective refund date. 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. If you have not received your refunds within the aforementioned timeframes, please contact us at [redacted] to contact us directly. Regards, Sam J[redacted] Dispute Resolution Agent

To whom it may concern,
  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

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 you with a satisfactory customer experience.
background: white;">In light of your latest complaint we have issued the customer a total refund in the amount of $94.74; for the product in question.
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 her concerns as well and we are deeply sorry for the inconvenience.
 
Regards,
Sam J[redacted]
Dispute Resolution Agent 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

To Whom It May Concern: [redacted] places her order for the product Natural Ceramides and Hydroxacel Eye Cream on December19, 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 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 January 10, 2016 this customer was charged for the Natural Ceramides product and on January 14, 2016 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 April 14, 2016, the customer service department implemented that no additional charges would be applied to her account as requested.

According to the customer’s account, the customer was refunded for both products. A refund for product Natural Ceramides was issued on April 13, 2016 in the amount of $49.74. There was also a refund in the form of a check for Hydroxacel Eye Cream issued on April 14, 2016, in the amount of $83.74. The refund process generally takes 14 to 21 business days. Unfortunately, as per our company policy, we have a strict 30-day refund policy. We are only able to issue refund(s) for the latest charge on the account that occurred within the last 30 days.