Nature Renew

We are writing in response to Complaint ID [redacted] ( [redacted] ), from customer " [redacted] " This customer claims to have returned the merchandise she purchased, quoting tracking number [redacted] However, the tracking number she has provided appears to be invalid: "The tracking number may be incorrect or the status update is not yet availablePlease verify your tracking number and try again later." The customer purchased the following items from us on 1/8/2017: - Nature Renew Cleanse trial (paid only shipping, $4.95) - Garcinia trial (paid only shipping $4.95) - Omega capsules (purchased outright, no trial, for $39.98) She phoned on 1/12/2017, and the agent extended her trial period to give her more time to try the productsThis was clearly explained to her, and she agreed to it On 2/3/she was charged the following: - her Garcinia trial period ended, and she was charged the product's value of $- her Nature Renew trial period ended and she was charged the product's value of $ She has already been refunded 50% of all charges, and the other 50% will be refunded automatically when the products are returned to the warehouseHer memberships were cancelled on 2/5/and 2/6/2017, and nothing was charged or shipped to her cancellation We are completely happy to refund the customer, in accordance with our refund policyHowever, we do need to have the items returned in order to refund the remaining 50%We have already compromised here, by refunding partially for items that we have yet to receive back

We are writing in response to Complaint ID [redacted] ( [redacted] ), from customer " [redacted] "? This customer claims to have returned the merchandise she purchased, quoting tracking number [redacted] However, the tracking number she has provided appears to be invalid: "The tracking number may be incorrect or the status update is not yet availablePlease verify your tracking number and try again later." ? The customer purchased the following items from us on? 1/8/2017: - Nature Renew Cleanse trial (paid only shipping,? $4.95) - Garcinia trial (paid only shipping $4.95) - Omega capsules (purchased outright, no trial, for? $39.98)? She phoned on? 1/12/2017, and the agent extended her trial period to give her more time to try the productsThis was clearly explained to her, and she agreed to it? On? 2/3/she was charged the following: - her Garcinia trial period ended, and she was charged the product's value of $- her Nature Renew trial period ended and she was charged the product's value of? ? $? She has already been refunded 50% of all charges, and the other 50% will be refunded automatically when the products are returned to the warehouseHer memberships were cancelled on 2/5/and ? 2/6/2017, and nothing was charged or shipped to her cancellation? We are completely happy to refund the customer, in accordance with our refund policyHowever, we do need to have the items returned in order to refund the remaining 50%We have already compromised here, by refunding partially for items that we have yet to receive back

This customer placed her order on December She was billed on January 1, which is exactly what it is supposed to bea 15-day trial periodHere are the membership terms and conditions she agreed to when she placed her order:Membership Terms and Conditions: If I enrol in the membership program I am agreeing to be charged for S&H today and $for my product in days unless I cancel10-day trial begins after product is receivedAllow business days for shipping through USPSI will receive a full-size bottle of UltraPur Forskolin product for $(S&H included) every days thereafter until I cancelMy credit card will be billed and my shipment will be sent automatically at those timesShipments will continue until I call to cancel my membership at ###-###-#### or by emailing [redacted] @phenomhealth.com, open 8am - 8pm EST Monday- Friday, 8am-7pm EST SaturdayRefunds may be made within days of order upon returning your productYou may cancel your membership at any timeShipping and handling is non-refundableBy accepting this trial offer you are agreeing the Terms & ConditionsBy clicking to order I represent that I have read and agree to the Privacy Policy and full Terms and Conditions of this offer and I understand that I will be liable for payment of product that was shipped to me, and future shipments of product, if I fail to notify customer service to stop supplying the product to me.Refund Policy:I understand that if I am not fully satisfied with my products I may cancel my order at any time by calling customer service and returning any unused, unopened Product to our warehouseAll returns must be within days of original purchase (excluding trial product)Shipping and handling charges are non-refundable.This customer has already contacted us and arranged to return her unwanted itemShe has been issued a 50% refund for the merchandise, and the remainder will be automatically refunded when her return is receivedHer account is already cancelled, so there will be no further charges or shipments

Complaint: [redacted] I am rejecting this response because:This is the most unprofessional and unfriendly customer service oriented company that I have ever dealt with. You are stealing people's hard earned money for no reason. You might want to review your hiring policies and work on becoming customer friendly. If my money is not returned. I will be pursuing legal action for damages and for your company committing fraud and wasting my valuable time. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:This is the most unprofessional and unfriendly customer service oriented company that I have ever dealt with? You are stealing people's hard earned money for no reason? You might want to review your hiring policies and work on becoming customer friendly? If my money is not returned? I will be pursuing legal action for damages and for your company committing fraud and wasting my valuable time.? Sincerely, [redacted]

We do not send out any kind of marketing emails purporting to be from ***I'm not sure what emails or links this customer may have clicked on or followed prior to visiting our website, but our website offers a trial program which is clearly explained, and is nowhere advertised as a "free"
product Trial offers which carry additional charges must be well disclosed to the customerWe plainly disclose the terms of the sale and prices at the point-of-sale, before the customer enters their payment detailsFurthermore, we take a multi-stage approach toward disclosure to avoid at all costs customers who feel they are unaware of the offer's terms First, we include the terms at the point of sale, before a payment is madeNext, after the purchase is confirmed, we notify the customer with a welcome email, which also contains information regarding the on-going component to their membershipEach of these areas clearly discloses our toll-free telephone number which has agents standing by to handle customer requests. When the customer receives their package, there is a packing slip indicating the same contact detailsWithin the package is a brochure and membership card which quite obviously state the on-going membership information and our contact detailsIf all else fails, and the customer is billed against their wishes, we offer a no hassle refund policy I have refunded the shipping charges to this customer's account, although it was too late to stop the shipments from going out I am really not sure what kind of additional resolution the customer is looking for hereWe have already refunded the shipping charges and cancelled the accounteverything has been fully refunded and the account is cancelled, so there will be no further charges or shipmentsWe have done everything possible to assist this customer

This customer placed her order on December She was billed on January 1, which is exactly what it is supposed to bea 15-day trial periodHere are the membership terms and conditions she agreed to when she placed her order:Membership Terms and Conditions: If I enrol in the membership program
I am agreeing to be charged for S&H today and $for my product in days unless I cancel10-day trial begins after product is receivedAllow business days for shipping through USPSI will receive a full-size bottle of UltraPur Forskolin product for $(S&H included) every days thereafter until I cancelMy credit card will be billed and my shipment will be sent automatically at those timesShipments will continue until I call to cancel my membership at ###-###-#### or by emailing ***@phenomhealth.com, open 8am - 8pm EST Monday- Friday, 8am-7pm EST SaturdayRefunds may be made within days of order upon returning your productYou may cancel your membership at any timeShipping and handling is non-refundableBy accepting this trial offer you are agreeing the Terms & ConditionsBy clicking to order I represent that I have read and agree to the Privacy Policy and full Terms and Conditions of this offer and I understand that I will be liable for payment of product that was shipped to me, and future shipments of product, if I fail to notify customer service to stop supplying the product to me.Refund Policy:I understand that if I am not fully satisfied with my products I may cancel my order at any time by calling customer service and returning any unused, unopened Product to our warehouseAll returns must be within days of original purchase (excluding trial product)Shipping and handling charges are non-refundable.This customer has already contacted us and arranged to return her unwanted itemShe has been issued a 50% refund for the merchandise, and the remainder will be automatically refunded when her return is receivedHer account is already cancelled, so there will be no further charges or shipments

I have reviewed the call in question, and the phone agent clearly explains to the customer that she has extended her trial period. The customer cancelled her memberships on 2/5/and 2/6/2017, and nothing was charged or shipped after the cancellation As I have stated, we are more than happy to refund the customer for any merchandise she does not want, or that she feels she accidentally orderedHowever, we do need to get that merchandise back in order to process the remaining 50% of the refundThe tracking number this customer provided for their return shipment, is invalid: ***Perhaps they can double-check that tracking number, or contact the post office to find out what happened to the parcel

We are writing in response to Complaint ID *** (***), from customer "*** ***" This customer claims to have returned the merchandise she purchased, quoting tracking number ***However, the tracking number she has provided appears to be invalid: "The tracking
number may be incorrect or the status update is not yet availablePlease verify your tracking number and try again later." The customer purchased the following items from us on 1/8/2017: - Nature Renew Cleanse trial (paid only shipping, $4.95) - Garcinia trial (paid only shipping $4.95) - Omega capsules (purchased outright, no trial, for $39.98) She phoned on 1/12/2017, and the agent extended her trial period to give her more time to try the productsThis was clearly explained to her, and she agreed to it On 2/3/she was charged the following: - her Garcinia trial period ended, and she was charged the product's value of $- her Nature Renew trial period ended and she was charged the product's value of $ She has already been refunded 50% of all charges, and the other 50% will be refunded automatically when the products are returned to the warehouseHer memberships were cancelled on 2/5/and 2/6/2017, and nothing was charged or shipped to her cancellation We are completely happy to refund the customer, in accordance with our refund policyHowever, we do need to have the items returned in order to refund the remaining 50%We have already compromised here, by refunding partially for items that we have yet to receive back

I have reviewed the call in question, and the phone agent clearly explains to the customer that she has extended her trial period.? The customer cancelled her memberships on? 2/5/and ? 2/6/2017, and nothing was charged or shipped after the cancellation? As I have stated, we are more than happy to refund the customer for any merchandise she does not want, or that she feels she accidentally orderedHowever, we do need to get that merchandise back in order to process the remaining 50% of the refundThe tracking number this customer provided for their return shipment, is invalid:? ***Perhaps they can double-check that tracking number, or contact the post office to find out what happened to the parcel.?

Complaint: [redacted]
I am rejecting this response because:This is the most unprofessional and unfriendly customer service oriented company that I have ever dealt with? You are stealing people's hard earned money for no reason? You might want to review your hiring policies and work on becoming customer friendly? If my money is not returned? I will be pursuing legal action for damages and for your company committing fraud and wasting my valuable time.?
Sincerely,
[redacted]

We do not send out any kind of marketing emails purporting to be from [redacted]. I'm not sure what emails or links this customer may have clicked on or followed prior to visiting our website, but our website offers a trial program which is clearly explained, and is nowhere advertised as a "free"...

product.   Trial offers which carry additional charges must be well disclosed to the customer. We plainly disclose the terms of the sale and prices at the point-of-sale, before the customer enters their payment details. Furthermore, we take a multi-stage approach toward disclosure to avoid at all costs customers who feel they are unaware of the offer's terms.   First, we include the terms at the point of sale, before a payment is made. Next, after the purchase is confirmed, we notify the customer with a welcome email, which also contains information regarding the on-going component to their membership. Each of these areas clearly discloses our toll-free telephone number which has agents standing by to handle customer requests.    When the customer receives their package, there is a packing slip indicating the same contact details. Within the package is a brochure and membership card which quite obviously state the on-going membership information and our contact details. If all else fails, and the customer is billed against their wishes, we offer a no hassle refund policy.   I have refunded the shipping charges to this customer's account, although it was too late to stop the shipments from going out.   I am really not sure what kind of additional resolution the customer is looking for here. We have already refunded the shipping charges and cancelled the account.... everything has been fully refunded and the account is cancelled, so there will be no further charges or shipments. We have done everything possible to assist this customer.

We are writing in response to Complaint ID [redacted] ([redacted]), from customer "[redacted]".   This customer claims to have returned the merchandise she purchased, quoting tracking number [redacted]. However, the tracking number she has provided appears to be invalid: "The tracking...

number may be incorrect or the status update is not yet available. Please verify your tracking number and try again later."   The customer purchased the following items from us on 1/8/2017: - Nature Renew Cleanse trial (paid only shipping, $4.95) - Garcinia trial (paid only shipping $4.95) - Omega 3 capsules (purchased outright, no trial, for $39.98).   She phoned on 1/12/2017, and the agent extended her trial period to give her more time to try the products. This was clearly explained to her, and she agreed to it.   On 2/3/2017 she was charged the following: - her Garcinia trial period ended, and she was charged the product's value of $84.71. - her Nature Renew trial period ended and she was charged the product's value of  $79.31   She has already been refunded 50% of all charges, and the other 50% will be refunded automatically when the products are returned to the warehouse. Her memberships were cancelled on 2/5/2017 and  2/6/2017, and nothing was charged or shipped to her cancellation.   We are completely happy to refund the customer, in accordance with our refund policy. However, we do need to have the items returned in order to refund the remaining 50%. We have already compromised here, by refunding partially for items that we have yet to receive back.

This customer placed her order on December 17. She was billed on January 1, which is exactly what it is supposed to be... a 15-day trial period. Here are the membership terms and conditions she agreed to when she placed her order:Membership Terms and Conditions: If I enrol in the membership program...

I am agreeing to be charged for S&H today and $84.71 for my product in 14 days unless I cancel. 10-day trial begins after product is received. Allow 4 business days for shipping through USPS. I will receive a full-size bottle of UltraPur Forskolin product for $84.71 (S&H included) every 30 days thereafter until I cancel. My credit card will be billed and my shipment will be sent automatically at those times. Shipments will continue until I call to cancel my membership at ###-###-#### or by emailing [redacted]@phenomhealth.com, open 8am - 8pm EST Monday- Friday, 8am-7pm EST Saturday. Refunds may be made within 30 days of order upon returning your product. You may cancel your membership at any time. Shipping and handling is non-refundable. By accepting this trial offer you are agreeing the Terms & Conditions. By clicking to order I represent that I have read and agree to the Privacy Policy and full Terms and Conditions of this offer and I understand that I will be liable for payment of product that was shipped to me, and future shipments of product, if I fail to notify customer service to stop supplying the product to me.Refund Policy:I understand that if I am not fully satisfied with my products I may cancel my order at any time by calling customer service and returning any unused, unopened Product to our warehouse. All returns must be within 30 days of original purchase (excluding trial product). Shipping and handling charges are non-refundable.This customer has already contacted us and arranged to return her unwanted item. She has been issued a 50% refund for the merchandise, and the remainder will be automatically refunded when her return is received. Her account is already cancelled, so there will be no further charges or shipments.

Complaint: [redacted]
I am rejecting this response because:This is the most unprofessional and unfriendly customer service oriented company that I have ever dealt with.  You are stealing people's hard earned money for no reason.  You might want to review your hiring policies and work on becoming customer friendly.  If my money is not returned.  I will be pursuing legal action for damages and for your company committing fraud and wasting my valuable time. 
Sincerely,
[redacted]