Natural Ceramides

REGARDING Revdex.com CASE#: [redacted] To Whom It May Concern:

white; font-size: 10pt; font-family: Arial;">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

Purchased Natural Ceramides for my wife as a surprise gift. She's been using many different skin creams and this one caught my eye after researching some online. She and I are very pleased with the results and ease of communication with the company. We were on an autoship program that delivered the product to our house (the same way we do with groceries) which makes life a lot easier.

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: 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 At this time, we have reviewed the customer’s account with product Natural Ceramides and Hydroxacel Eye Cream with us 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.

Original complaint is accurate.  Reattached here.

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!

REGARDING Revdex.com CASE#: 11730151 To Whom It May Concern:

white; font-size: 10pt; font-family: Arial;">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. In addition to understanding the terms of the purchase, we outline the return and cancellation details including the requirement to return the package to the appropriate address upon contacting customer service for an RMA (Return Merchandise Authorization) number. Simply refusing the product does not qualify the customer for a refund, and this was agreed upon by checking the terms and conditions box upon starting the trial. Regardless, we have issued the customer the following refunds in the interest of amicable resolution: ·         09/29/2016 Refunded - $49.74 Trans-ID: 324438520609 ·         10/10/2016 - Refunded - $49.74 Trans-ID: 31945745320 ·         10/10/2016 - Refunded - $49.74 Trans-ID: 3107469533 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

I totally disagree on this statement that they conducted themselves in a transparent and ethical fashion.  It is so far from the truth.  I printed a copy of their terms and condition after I order their trial product.  I did cancel within the time period of 34 days and after I reminded them of that they shortened the alloted time to 15 days of which I still complied with.  Now they are saying I cancelled on April 6th.  That is when I called to say I noticed 2 charges for $94.74 on 2/4 and 3/6 for which I received no products.They said they would ship the 2 products of which I stated I did not want them since I had cancelled!  I was also told a 3rd charge was being placed and a 3rd product was going out that very day.  No one listened to me when I said do not ship, I do not want the products.  After I received the products, I called again, was told to ship one back and I would receive full credit.  I see a statement that stated "the first credit was an agreed upon 50% refund for $47.37 on April 6th for the product she returned."  Not true as stated I would receive 100% credit.  Again, cancellation was fully processed right after I received the trial product.  It was extremely unethical to charge me for 3 more products and not even ship said products, then later ship the products after I declined them and wanted credit.  I have 3 charges for $94.74, total of $284.22.  They credited me for $142.11.  Does that sound like due diligence?  I call it unethical thief.  This company has very rude customer service reps who do not listen to the consumer and hang up and talk over their customers.  I am not an it.  I am a senior citizen who knows what goes on with some of these unethical companies.  This company needs to be fully investigated.  They also charged me another $94.74 under another name for this same product a month later although that was credited after I filed this complaint.  I have never come across another company with so much discrepancies and lies.

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.

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.]

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

[redacted]

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,

To Whom It May Concern:
[redacted] said she cancelled within the trial period time frame but according to the customer’s account history, the first time the customer reached out to the company was on April 7, 2016.
I do apologize that the customer had a poor experience with our customer service. The customer was given a total refund in the amount of $189.48 for the last two products ordered. Shipping and handling fees are non-refundable which is stated in our terms and we do have a 30-day return policy therefore the first two products ordered on January 17, 2016 and March 6, 2016, cannot be returned and refunded.
I have taken an in depth look into this complaint with our company, and reviewed our website and Terms and Conditions.
The terms and conditions are made available via our website, and there is a click-accept terms and conditions box during the checkout process that links the consumer directly to the terms and conditions for review before their purchase commitment.
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.  We also provide partial refunds to consumers that are not satisfied with our products, or don’t wish to be enrolled in our Membership program, but wish to keep the product. Our customer service center is available 24-7 including holidays. 
We appreciate the tip provided by the Revdex.com and have taken steps to improve our website, and business practices.

[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.

This is a Scam!! Do not give them you Credit card number! Please, I don't want them to Scam another person. I called for a refund "which in the Terms and Conditions says if you are dissatisfied you can return within 30 days" They say it says somewhere else that you won't get a refund. I asked them where? and they just said they know the policy. So Please don't be duped by this scam.

This company is a gold standard of deceptive advertising. You're duped into a "membership" through a veiled free trial offer and then are stuck with inflated follow-on charges for not exercising an obscure cancellation process. If their product was a good as they promote and their prices fair and forthright, they wouldn't have to hide behind the fine print of their fundamentally deceitful business policies. They are a prime candidate for a [redacted] investigation.

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

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.

I am really pleased with Natural Ceramides. The products are wonderful! Using Daily Youth Restoring, Daily Cream and the overnight products I have seen a difference within a few weeks.

The Customer Service Representatives are very helpful and polite. They are polite but professional. I highly recommend them.

[redacted]

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,