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Naxos Vie

15753 Sunny Crest Ln, Fort Myers, Florida, United States, 33905-2423

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Naxos Vie Reviews (%countItem)

I had the same thing happen to me. I did not order any product from this company, Naxos, and they took over $94.00 from my account. I want this stoped. Sounds like these people are thieves. I hoe someone will help me. I cannot afford to loose almost $100.00. I would have left less than 1 star, but you could not.

Unauthorized unexpected charge when I ordered free spl of facial cream if I paid 4.95 shpg. Was charged 94.99 for not canceling in 14 days.
Here's what happened: On 1/19/19, I responded to an ad on Facebook for a free sample of L'Ojesete facial moisturizing cream. All that was required was that I pay $4.95 for shipping. (Order ID: *** That charge appeared on my VISA statement on 1/19. I ordered because the ad said that this line of cosmetics was owned by television personality Joanna Gaines. The first red flag was the fact that after I placed my order, I did not get a confirmation email from the company. Therefore, I don't have a receipt. About 2 or 3 weeks later I received my 1-oz free sample.

On 2/20/19, I saw a charge on my VISA for $94.99 from this company. I immediately disputed the charge, which was listed as a subscription. I tried several times to call the company at the number listed on my VISA statement (855-418-9711). However, it always gave a fast-busy signal (obviously indicating a non-working number). I finally found the shipping sheet and called the number on that (877-646-5092). The woman in Customer Service said that the fine print included in the "free trial" offer stipulated that customers had 14 days from their order date to cancel their subscription. I never saw any fine print, and as I said, they didn't send an order confirmation email mentioning that fact. And on the sheet received with the sample, there was no mention of a subscription or a need to cancel.

When I disputed the Feb. 2 charge, Bank of America temporarily removed that from my account. (I mistakenly told them that I owed the company $4.95 so I was disputing $90.04. I didn't realize at the time that I had already paid the $4.95.) On 4/9/19 I noticed another charge from that company, this time for $90.04. They are apparently refusing to credit me with this unwarranted charge on Feb. 2. The posting date is 4/2/2019 and it's listed as "BAL ADJ/NAXOSVI SKINCARE 4098."

I called the company's Customer Service number again on 4/9, asking why the charge is back. And why I didn't receive any product for the $94.99. I didn't get a good answer; something like "since you didn't cancel within the 14 days, it became a 'subscription' and the 'free sample' was the first product of the subscription." I also mentioned that I'd ordered in the first place because it had Joanna Gaines's picture on the ad and said it was her company. Her response was, "I'm sorry for the misunderstanding." Also, she did say that when I talked to her on 2/20, I told her I'd disputed the charge and she told me to cancel that dispute with Bank of America VISA and to call her back and tell her that I'd done that. Supposedly they would have refunded my money if I did that. However, I didn't cancel the dispute and didn't call her back, because when I called VISA to do it, the Bank of America rep advised leaving it in dispute. I'm sure she was right: shady companies don't do what they say.

I've since found statements on the Internet from Joanna Gaines, saying that scammers are using her name regarding cosmetic products.

Desired Outcome

I want a refund of the $94.99 they charged for my subscription, which I did not authorize.

Naxos Vie Response • Apr 24, 2019

To Whom It May Concern:

After reading Ms. complaint, we regret to see the displeasure you have with our company. We have adapted to a monthly subscription model due to popular demand. Once you place your order with us, you are given a 14-day trial to see how you like our product for only the price of shipping and handling. After this period of time if you don't call to cancel, you are enrolled into our program and set to receive new shipments every 30 days. Our terms and conditions are listed on our website but we do apologize if there was any misunderstanding here. We also do not utilize celebrity endorsements to market our products and will be investigating the matter to locate this source of fraud.

Upon looking further into her account with us, we can confirm that Ms. started her trial period on January 19, 2019 for the shipping cost of $4.95. After her trial period ended on February 2, 2019, she was charged for the full sized product sent to her, for $94.99 and added to our subscription program. Our data shows that Ms. gave us a call to cancel her account and request a refund on February 20, 2019, letting us know that she had already begun the dispute process with her bank. Once a dispute is filed, her accounts would freeze on our end preventing us from issuing a refund to her directly to protect her from accidental fraud by receiving a double reimbursement. We have only charged Ms. once after her trial period ended, so it looks like she was issued a temporary credit from her bank during the dispute process; seeing that she was charged again for the amount disputed, she has lost the dispute. However, considering she has lost this dispute and the charge was added back to her account, we have sent a refund check for the February charge previously mentioned for $94.99 and it should be received to her address on file within the next 7-10 business days. We hope that this settles Ms. complaint and sincerely regret that she was not satisfied with the level of customer service she received initially as we aim to always provide pleasant customer service experiences. We offer our sincerest apology to you.

Kind regards,
Customer support

Customer Response • Apr 27, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)
I received a check for $94.99 from the company today (4/27/19), and I appreciate their refunding my money. If they are open to suggestions, I would suggest a couple of things that might help their company. (1) When someone orders the free sample online, I suggest that the company send an immediate confirmation email to the customer, telling the amount paid and explaining that if they don't cancel within 14 days of ordering, a subscription goes into effect and a specified amount will be deducted from the customer's credit card every month. (2) When the free sample is sent, I suggest that the packing slip tell the date ordered and reiterate the termsi.e., that they must cancel within 14 days or they will be charged for a monthly subscription. I believe those 2 steps would save a lot of confusion and grief for both parties. Again, I appreciate the company refunding my money. Thank you.

Company advertises to send free samples of their product. Customer pays for shipment of samples. Offer is on internet with various testimonials.
I requested to receive free samples of their moisturizer product and provided a credit card number to pay for shipment. As promised I received the samples and my card was charged for the shipment fees as advertised. However, two weeks later, my card was charged an exorbitant amount of money for Cream and Eyeserum ($94.99 and $97.88, respectively). I did not place an order for these products other than the samples and nowhere in the advertisement for samples did it show any price for their product. When I called the company as well as their customer support, they did not respond to my request to have these charges reversed and simply hung up on me. I filed a dispute with my credit card in an effort to have these charges reversed and also want to file a complaint for false advertisement and for charging me for a product that was advertised as aa sample only. I certainly would not have placed an order given the amount that appeared on my card. In addiition the same product can be bought on Amazon for a fraction of the cost.

Desired Outcome

I want to have these charges reversed because their advertisement indicated "free samples", customer pays shipment only.

Naxos Vie Response • Mar 27, 2019

To whom it may concern,

After reviewing Ms. complaint, we want to apologize for any confusion. We have a monthly subscription plan due to popular demand. Once you place your order with us, you are given a 14-day trial to see how you like our product for only the price of shipping and handling. After this period of time if you don't call to cancel, you are enrolled into our program and set to receive new shipments every 30 days. Our terms and conditions are listed on our website but we do apologize if there was any misunderstanding here.

Ms. began her trial with us on February 7, 2019 for the cost of shipping at $6.97 and $4.95. When her trial period expired, she was then charged for the products that we sent to her and added to our monthly subscription plan. It does appear that Ms. filed a dispute against the charges with her bank on March 26, 2019 which suspended her account on our end, preventing us from issuing any refunds to rectify this matter. This is to prevent accidental fraud by the consumer who as a result might receive two reimbursements from both us and their financial institution. We would be glad to issue those refunds back into her account if it is not too late to drop the dispute with her bank. Please either have your bank call us to notify this or conference us in on a call with you and your bank. We want to again apologize for any trouble this has caused her and for the dissatisfaction she has originally found with regard to our company.

Sincerely,
Customer Support

Customer Response • Mar 27, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
I am working with my bank to get the refunds since my card was charged. Until I have notification from my bank that the charges have been dropped, I want to keep this complaint open.

Customer Response • Apr 16, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
I am still waiting for a refund of charges made on Feb. 21, 2019. They sent me a notice cancelling my order, which I never placed to begin with. As indicated in the complaint, I had only ordered samples, in return for payment of shipping charges. So my complaint of deceptive and fraudulent advertising and unauthorized use of my credit card still stands until I receive a full refund of ALL amounts charged to my credit card.

Naxos Vie Response • Apr 24, 2019

After reading Ms. response, we are very sorry to see she is still dissatisfied. Considering it appears she has lost this dispute, we have waived her account suspension and refunded her for the February 21, 2019 charge, we did encounter an accounting error with the February 22, 2019 charge; for this, we sent a refund check to her address on file. Please allow approximately 7-10 business days for each of these refunds to be received. We hope that this settles Ms. complaint and sincerely regret that she was not satisfied with the level of customer service she received initially as we aim to always provide pleasant customer service experiences. We offer our sincerest apology to you.

Kind regards,
Customer support

Multiple charges for products I have not received.
I placed an order on 1/9/19 for moisturizer and facial cream. Was told the trial was $11.92. I received the products approx. 10 days after purchase. Nowhere on email or on receipt did it say there was going to be more charges. Next billing statement there are now 4 charges from company. Called company 3/1/19 and was told that after 14 days they were charging me the full price and that I was going to be charged monthly. Have not received anymore products. They refused to give me a refund. Said I agreed to the terms. When I asked for a copy with my consent to what I agreed to, I was told they do not have that but would direct me to their website. I have no where in writing that this was a membership. No one will give me a full name, just a first name and id number. Yet, they have my first and last name, my address, my phone number and my credit card number. Had to call twice today and was told they would cancel my membership and still refuse to refund me, even for the products I never received!

Desired Outcome

I would like a refund for the charges.

Naxos Vie Response • Mar 13, 2019

To Whom It May Concern:

After reading Ms. complaint, we regret to see the displeasure you have with our company. We have adapted to a monthly subscription model due to popular demand. Once you place your order with us, you are given a 14-day trial to see how you like our product for only the price of shipping and handling. After this period of time if you don't call to cancel, you are enrolled into our program and set to receive new shipments every 30 days. Our terms and conditions are listed on our website but we do apologize if there was any misunderstanding here.

Upon looking further into her account with us, we can confirm that Ms. started her trial period on January 9, 2019 for the shipping costs of $6.97 and $4.95. After her trial period ended on January 24, 2019, she was charged for the full sized products sent to her, for $97.88 and $94.99 and added to our subscription program; this should explain the first and second charges a month later, on February 24th. Our data shows that Ms. gave us a call to request a refund on March 1st and agreed to a 75% refund on the most recent shipment, which was set to be sent out shortly after she was charged. We deeply apologize for the miscommunication here and have issued a refund for the January charges previously mentioned as well as the subsequent February charges, making a total refund of $ 400.66 and it should be back into her account within the next 7-10 business days. We hope that this settles Ms. complaint and sincerely regret that she was not satisfied with the level of customer service she received initially as we aim to always provide pleasant customer service experiences. We offer our sincerest apology to you.

Kind regards,
Customer support

Customer Response • Mar 20, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you! I accept and appreciate the response.

Refusal of refund due to outside trial period.
Order# ***. Purchased 12/21/2018 problem date was 01/06/2019. sku lfs-1 and sku lsc-1
shipment ID. Doesn't show account number. Ordered from ad on facebook. Product free with s/h being $11.92 paid with my bank debit card. They say there is a 14 day trial period which starts from the day ordered. I didn't receive the product until 12/29/18, so don't see how that can be out of the trial period. I have cataracts and tiny print is hard for me to read. I did try to read the agreement but was unable to. I think that the shipping invoice should have included the notice of 14 day trial period. They have since taken the amounts of $94.99 and $97.88 out of my account. I would have never sent for the product if I was totally aware of their business practices.

Desired Outcome

I would like the product amounts refunded back to my account.

Customer Response • Feb 19, 2019

I have been wanting to let you know that they resolved the issue, but I am working when you are open. Thank you for checking in with me.

I was charged almost $200 for 2 samples of L'ojesite face cream that was advertised as free trial.

On 12-1-18 I ordered the "free trail samples" of L'ojesite face cream that was advertised as risk-free and just pay shipping charges. So now they had my credit card number and charged....unknown to me....$97.88 for "Bentley's Serum"...also $94.99.This was charged to my debit card. *** NOWHERE on this site did it say there would be any cost other than the shipping fee.
I called the company on 1-3-19, was put on hold for a long time....talked to "Stephen" agent *** who is obviously from India because I could hardly understand him.When I explained the situation he said over and over and over that he apologized but

Desired Outcome

I would like a refund for the illegitimate $192 they charged by *** without my permission. They said I had signed up for continual shipments and that they posted on the site that I had 14 days to respond. That is not true.

Hi, On November 10, 2008, I ordered what I understood was a free trial product. I paid for shipping and that was all that was required. I received the product but without a proper receipt determining anything else, other than the reception of product. There was no fine print, terms, etc. and there were no prices listed for the two products I received. Upon November 24, 2018, $94.99 was charged to my bank account. There was no warning, no email notification, etc. Furthermore, on November 25, 2008, another sum of $97.88 was charged to my bank account, again without warning. I called the 800 number provided, and customer service told me that the fine print notified me that I would be charged these prices upon the 14th day from the order. I replied that there was no "fine print" received with the product and no instructions for the items' return. The products are unopened and ready for return. However, during phone conversation, they stated that the refund period is already exceeded. After the failed phone call with customer service, I did seek out the product website where I found the trial offer that states a 30 day money back guarantee which customer service failed to tell me during the phone conversation. Yet, I did find the additional terms upon entering the site underneath the 30 day money back guarantee thing. And this was not stated in the initial trial offer page where I made the order. Very confusing. And nowhere was any of these terms stated on any paperwork I receive with the products. And furthermore, I asked to have my account cancelled and they have refused.
Product_Or_Service: L'Ojesete Facial Serum and moisturizer
Order_Number:

Desired Outcome

Billing Adjustment I will return the unopened product, and I would like to receive refunds for these products, i.e. $94.99 and $97.88. Advertising on the initial trial offer, which was probably a third party site, failed to notify me of the apparent terms. False advertising... I strongly feel this was a trick with hidden and/or unclear terms for the duping of the general consumer. Your help is much appreciated. If nothing else, I hope this complaint saves others the fate I have suffered. Thank you.

Customer Response • Jan 28, 2019

You guys are criminal. I made initial order under assumption that it was a free trial I signed up for. I found offer while reading some online article. The page was very unobtrusive. "Just pay shipping costs" is what the offer boasted. There was absolutely no warning or fine print anywhere on the page, I signed up on, that told me the details of this "offer." Of course, I should have known better, but I am a trusting person to a fault, and I had scoured the initial offer page for fine print and there wasn't any!

There was no paperwork included with the items (both in same box) that warned of the fact that it was never a free trial and that you guys would charge almost $200 for the two items. This 14 day period was never included in the receipt that came with the items. And the receipt wasn't even a real receipt. There was no indication anywhere of the cost of each item. A copy of this has been uploaded to the Revdex.com when I filed my claim against you.

At first, you guys sent me confusing emails, after initial "free offer" order, that told me I'd better hurry for my "free trial" and that inventory was low and if I didn't follow some link, the opportunity would be gone forever. I couldn't figure out why I was receiving these emails when I had already made the order for my "free trial." Then when you guys charged me, I followed the link because your customer service basically told me I was *** when I called (this was also the first time I learned of this 14 day "trial" period).

So I followed the link (small and unassuming link buried in middle of all these confusing emails), and it was there for the first time that I saw your fine print. It was this other "offer page" that included the fine print that was non-existent on the page I signed up on. This new page did have the "30 day money back guarantee."

So both items were returned (sealed, never opened), immediately.

You still charged me $94.99! Is this another fine print detail omitted? Because there was absolutely no fine print regarding this anywhere in your "30 day money back guarantee" included with the package or even on your website that I had to dig for in these stupid misleading emails your company sent.

Your offer is intentionally misleading. You take advantage of people and then steal from them. How many others have you duped? And of course, your company is not listed with the Revdex.com. This message has been cc'd to my rep at the Revdex.com not to gain anything in particular except the satisfaction that you are called out. Maybe I can at least help others to avoid the same mistake I did, and I'll lay good odds that this isn't the first complaint against you.

From: [email protected]
Sent: Wednesday, November 28, 2018 2:54 AM
To: ***@STARSUPIALLLC.COM
Subject: Confirmation of Cancellation

PRODUCT SUBSCRIPTION CANCELLATION

L'Ojesete
(877)646-5092
[email protected]

Dear ***,

This email is to confirm that your order with L'Ojesete has been canceled as of today for *** You will not receive any future shipments or charges. We are sorry to see you go.
If you change your mind and want to begin receiving this product again in the future, or if you need further assistance, please contact our Customer Service Team. We'll be happy to assist you in any way we can. Our customer service team is Available 9am EST - 9pm EST, 9am EST - 6PM EST Saturday! for your convenience and can be reached directly by calling (877)646-5092, or by replying directly to this email.
Thank you again, for your order, we appreciate your business!

Sincerely,
Customer Service Team
L'Ojesete Customer Service Team
(877)646-5092 [email protected]
Available 9am EST - 9pm EST, 9am EST - 6PM EST Saturday!

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Address: 15753 Sunny Crest Ln, Fort Myers, Florida, United States, 33905-2423

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