Neutratone Products, LLC

Customer returned the product without a return merchandise authorization, to the wrong address, outside of her trial period (all of which are well outside of the terms and conditions she digitally agreed to.) that is why her refund was denied at firstThe address she returned it to: *** *** *** is a building with many offices (including ours), with a general mail department that then forwards the mail to the officesThis is why we have our returns go to our returns department and not our corporate addressAs a result of her unauthorized erroneous return, the receipt of the product was delayed and hadn't been received until ***, but again even if she returned it, she is still well outside the terms and conditions of the offer she signed up for
To make matters worse while we were waiting for the receipt of the item, she then went online and wrote a fictitious review about the transaction in an effort to coerce her way despite clearly violating our cancellation and return policyDespite the fact that she is outside of the terms and conditions that would justify a full refund, I have absolutely no problem issuing one, but it is fair then to expect that she update this review to accurately reflect the reality of the situation
She signed up for a trial, skipped over the terms and conditions, sent the product back outside of her trial period, to the wrong address without authorization, and demanded a full refund while the product was still in-transit to usAll of these things have not only made her experience more difficult but have delayed the refund from being issuedIf she had just read what she signed up for, she could have avoided thisWe make it very easy to cancel and even prefer customers who cancel within their trial period so we can avoid issues like this, and they can also avoid aggravationOur products do not cost $3.95, they are not free, and they are not samplesTo reiterate the condition of the refund, she must update this as an acceptable resolution to the matter and then the refund will be provided
Best Regards,
Neutratone Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
This business and a few others that I made the mistake of believing their offersAs for their terms and conditions, they are printed in microscopic formTheir "offers are misleading and deceiving." I will not tolerate removal of my hard earned funds without a fight.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We consistently serve thousands of customers every month out of the year, only a very small percentage of customers either miss, intentionally breach, or conveniently skip over our terms and conditionsUnfortunately *** *** accusations against our company are completely false.When ***
signed up for our trial program a snapshot of the page she signed up on was digitally stored, and connected to the IP address she signed up fromWhile she may have overlooked the terms and conditions, they were certainly there and her mistake does not make our business fraudulentIt would be ideal if every customer took the time to understand that our trial program isn't a free product giveaway, before digitally agreeing, and submitting their orders but it seems there will always be the small percentage that misses our terms and conditions.Never did we or would we advertise our trial program as "free"Our trial program website is publicly available, terms conditions, refund policy, and everything a customer would need in order to understand that they are signing up for a subscription programWe even include a 24/support line, with email availabilityOur trial program is a standard trial program that carries a charge for the products after the trial period ends and enrolls them into a subscription (unless the customer cancels within the trial period)Regarding the subscription, customers may cancel upcoming shipments at any timeWe do not make "contract agreements" available through ***, the fact that *** stated that she "signed a contract through ***", shows that she wasn't even aware that she had left *** to get onto our page meaning that *** likely skipped over their 3rd party website disclaimer as well.We consistently meet the small percentage of customers that claim they miss our terms and conditions halfway, but when a customer breaches our terms and conditions and then seeks refuge in involving 3rd parties with limited and/or information, we are obligated to respond with facts pertaining to the relationshipAdditionally we reserve the right to refuse the requested resolution

While I understand that this customer may have skipped over the terms and conditions on her cell phone, the terms and conditions were still present, she still agreed to them with the submission of her orderOur website states it very clearly, it's not hidden, it's not written in tiny font, it
just requires the customer to read and understand what they are signing up for before they submit their consent for our programThe customer additionally says she did not "sign anything".
It seems as if she feels because she ordered on a mobile phone that her sign up is untraceable and removes her of responsibility which is in fact falseHer IP address is shown signing up on our page, down to the minute, second, city, state, and links it directly to her credit card info, address, and first and last name which is a digital confirmation of this customers agreementThe idea that she's citing the lack of a physical signature is a bit dishonest because she knows that this was an online transaction that did not require a physical hand-written signature
While we apologize for her product being frozen in transit, however she was well outside of the trial terms and conditions she agreed to when she notified us of this issueWe can replace the product at no further cost to the customer, but we have not mislead or falsely advertised anything to the customer.The price is explained in the trial terms and conditions and if the customer did not agree to it she could have either cancelled before her trial period ended, or declined to sign upOur terms and conditions are actually in favor of the customer, being that they barely pay anything for the products they receive unless they run out of time in their trial period and haven't cancelled prior
Furthermore we do not make any assumptions about a customers personal matters, when they sign upWe just honor the agreement and follow our trial terms and conditions and fulfill the order as we promiseWe have not taken advantage of this person who provided consent before we shipped out any item at all
If she had let us know ahead of time that she had no intention at all to pay for the product regardless of the outcome, we wouldn't have allowed the order to processHer review is almost entirely fictitious in nature and we're willing to provide all required information that proves thisWe can issue a refund but on the condition that this customer updates this account to reflect the reality of the situation

We consistently serve thousands of customers every month out of the year, only a very small percentage of customers either miss, intentionally breach, or conveniently skip over our terms and conditionsUnfortunately *** *** accusations against our company are completely false.When *** signed
up for our trial program a snapshot of the page she signed up on was digitally stored, and connected to the IP address she signed up fromWhile she may have overlooked the terms and conditions, they were certainly there and her mistake does not make our business fraudulentIt would be ideal if every customer took the time to understand that our trial program isn't a free product giveaway, before digitally agreeing, and submitting their orders but it seems there will always be the small percentage that misses our terms and conditions.Never did we or would we advertise our trial program as "free"Our trial program website is publicly available, terms conditions, refund policy, and everything a customer would need in order to understand that they are signing up for a subscription programWe even include a 24/support line, with email availabilityOur trial program is a standard trial program that carries a charge for the products after the trial period ends and enrolls them into a subscription (unless the customer cancels within the trial period)Regarding the subscription, customers may cancel upcoming shipments at any timeWe do not make "contract agreements" available through ***, the fact that *** stated that she "signed a contract through ***", shows that she wasn't even aware that she had left *** to get onto our page meaning that *** likely skipped over their 3rd party website disclaimer as well.We consistently meet the small percentage of customers that claim they miss our terms and conditions halfway, but when a customer breaches our terms and conditions and then seeks refuge in involving 3rd parties with limited and/or information, we are obligated to respond with facts pertaining to the relationshipAdditionally we reserve the right to refuse the requested resolution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

We do not offer our product for $Customer entered a trial program October **, she subscribed to two separate productsOur trial terms and conditions are available on the offer site she signed up onCustomer paid shipping and handling to enroll in the trial program, and had greater
than the days we allow to try the product before being billed for it. She was actually not even billed until December **, for one product and then January ** for the other productShe had to months whereas other customers that use our trial opportunity properly have only days as it's meantCustomer insists the two products she received only cost 4.95, but they do not - that is the shipping and handling cost and this is explained in detail on our websiteCustomer should have products that were shipped as part of her subscriptionAs of receipt of this notice she has been cancelled and will not be shipped any further product
We can provide any necessary paperwork needed to prove that she signed up for this program, and received the items in the programBest Regards,
Neutratone Support

Our product is not nor has it ever been advertised or sold for $what this customer is expressing is the shipping and handling charge for just one of the productsShe received products that carry retail values of $and $each it is just paid after the trial period ends, instead
of upfrontThis allows the customer an opportunity to try the product for a period of time before being billed for itIf she had cancelled within her trial period we wouldn't have billed her for the products at allInstead she used and kept the products past her trial period, and that is why she was billed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Those products were mailed back to you on February *, 2016.  I verified delivery on February *, 2016 with tracking number [redacted], which stated that the delivery had been received by your front desk.  I have yet to receive any other response from Neutratone or a refund for my having returned the unopened products.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We do not offer sample sizes on our website, our website which is very easily accessible and available for anyone to read very clearly states in the terms of service, that there will be a charge after the trial period ends for the products that the customer has received unless they cancel within...

their trial period and request an RMA. The customer is also incorrect about our policy. We have long since cancelled her account and have no intention or current setup in our system to ship her future orders or bill her any further. We're not going to keep sending the product and billing her. Additionally she may not have received a response to our support email because she spelled it wrong. It's not suppport it's support with two p's not 3 in the spelling. She also has not called 20 times. Our trial program although standard has very strict terms and conditions - the problem however is that at times we attract people who don't qualify for it, yet they submit their information as if they do. Then when we bill them, they write back emails with poor spelling, and display a severe lack of understanding of our terms.No where on our website do we state that our product is a sample or free. This is very clear. The customer is posting here because she "forgot to cancel" and never wanted to pay for what she ordered in the first place. Instead of just ordering the product outright, she went online, ordered our trial and attempted to back out of paying for the product after she had already used it. If we could prevent customers like this from signing up for our trial program, we would, but there is no way of us knowing. They submit the order with agreement to our detailed terms and conditions and then surprise us after the bill comes.

Customer returned the product without a return merchandise authorization, to the wrong address, outside of her trial period (all of which are well outside of the terms and conditions she digitally agreed to.) that is why her refund was denied at first. The address she returned it to: [redacted] is a building with many offices (including ours), with a general mail department that then forwards the mail to the offices. This is why we have our returns go to our returns department and not our corporate address. As a result of her unauthorized erroneous return, the receipt of the product was delayed and hadn't been received until [redacted], but again even if she returned it, she is still well outside the terms and conditions of the offer she signed up for. To make matters worse while we were waiting for the receipt of the item, she then went online and wrote a fictitious review about the transaction in an effort to coerce her way despite clearly violating our cancellation and return policy. Despite the fact that she is outside of the terms and conditions that would justify a full refund, I have absolutely no problem issuing one, but it is fair then to expect that she update this false review to accurately reflect the reality of the situation. She signed up for a trial, skipped over the terms and conditions, sent the product back outside of her trial period, to the wrong address without authorization, and demanded a full refund while the product was still in-transit to us. All of these things have not only made her experience more difficult but have delayed the refund from being issued. If she had just read what she signed up for, she could have avoided this. We make it very easy to cancel and even prefer customers who cancel within their trial period so we can avoid issues like this, and they can also avoid aggravation.Our products do not cost $3.95, they are not free, and they are not samples. To reiterate the condition of the refund, she must update this as an acceptable resolution to the matter and then the refund will be provided. Best Regards,Neutratone Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The business is not accurately reflecting the sequence or content of the exchange.  I made no threats and am unclear where a threat was perceived as I explained what I was going to do and had done.  Actions are not reflective of threat.  On initial contact (not after several attempts) did I send the merchandise back.  It is unfortunate there is an excessive exaggeration on part of the business.  I did receive an email from the business stating that I would receive $98 refund for the returned product.  I have yet to receive that refund. I have received no refund from Nutratone and confirmed by checking my account prior to writing this sentence.  In reference to the business' terms and conditions, I stated in my original complaint the less than reputable tactics of making a website so busy with flash, colors, and content that any reference to terms and conditions were not easily found.  I would like to drive the last point further and challenge Revdex.com to view the site themselves and make a determination of my claim.I maintain my original statement that Nutratone is deceitful in their advertisement and I further maintain they use false advertisement.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 The response given by this company is slanderous and incorrect on all accounts.  I have read many online reviews about the deception of this company and luring customers in with the lie of trying their product for the cost of shipping and then charging the full price to their credit card without permission.  That is called theft, not being taken advantage of by a deceptive company.  The "empathetic" customer service agent was reading a prepared statement when I complained about the product's charge to my credit card without my permission. She clearly had this conversation with many customers who have been taken advantage of.  It is companies like this that cause reputable companies to have a bad name. When speaking with this customer service agent, she tried everything to try to keep me signed up for auto ship of this product; even sending me free products.  She admitted that it is not clear when ordering that this is a trial offer.  She offered me several different refunds, especially when I mentioned the Revdex.com.  It was clear that she knew the company was taking advantage of customers and was deceptive in their advertising. I discussed with her how I felt the product did not work and offered to return the product as I had only used it for a few days.  She said it would not be necessary to return the product.  She kept apologizing for the misleading statements of trying the product for a low cost.  I find it interesting that you can get the product for the shipping price and supposedly try it for 14 days.  What are you supposed to do with the product after this 14 days if you do not like it?  What happens with the product and cost after those 14 days?  This is very unclear.   I still believe this company owes me a full refund.  As to my supposed lack of ability to handle my finances, although I owe no explanation, I only keep enough money in my account to pay my bills.  I was not expecting anyone, let alone a company, to take my money without permission and under deceptive terms.  I will continue to pursue to get my refund as well as post all of the exchanges with this company and their slander on review pages for this company.  I don't want anyone else to be taken advantage of in the future.  If this matter is not resolved, I will have my attorney take over the exchanges with this company and we will pursue compensation for the slander in the companies response to my claims, as well as a full refund for the product.      
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 As I read the response to my complaint, I feel this is the "stock" response they use for people like me who may have missed the fine print.  I didn't "sign" any agreement, just clicked the accept button.  I thank you for your quick response to me.  I know I'm not going to change their policy and I know I'm not going to get a refund.  Having the Revdex.com aware of this company is all I can ask at this time.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Unfortunately customers report is completely false and can be proven as such with requested paperwork. This customer signed up for a trial program on 9/**/2015, that has terms and
conditions. The page was set up in such a way that she must agree to the terms
and conditions before submitting the...

order. It was not set up as a free product giveaway without condition. The order cannot be
submitted without first agreeing to the terms and conditions, thus the statement that this was unauthorized is completely false. Customer
was given an actual full 14 days (2 weeks) to decide if she wanted to cancel
the subscription. During that time period we never received any complaints about the product, or a request to cancel. Customer contacted us on the [redacted] of October well outside of
her trial period, insisting the product was "free" (which it is not, and never presented as such), claiming
entitlement to a refund outside of the agreement she digitally
authorized. Customer made digital agreement, enough to receive product, but only when she was billed for it attempted to back out of agreement. Customer then alleges that the practice she digitally agreed to digitally and verified, is "unfair". Customer states she never agreed to purchase it (which is false), and that she offered to return it (but she fails to mention that she offered to return it after usage, within a time frame that violates our 30 Day Money Back Guarantee return policy) With respect to the lack of courtesy
by the customer (breach of terms and conditions, attempt to coerce action via 3rd party involvement, and attempt to falsely allege that we withdrew fund without consent) we will not be providing the same courtesy in return, and we will not be providing a refund. Best Regards,Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:There was never any attempt to conceal my identity in reviewing the company and product. I used my daughters computer and didn't notice my review was under her information until after the fact. I tried to correct the name and was unable. Regardless, my review is an accurate description of the product and my experience with this company. In fact, if you [redacted] this company, there are sites warning people it is a scam and not to order from them. I wish I had [redacted] the company before ordering.  I find it ridiculous that the company will not charge you if you "cancel" before 14 days, but charges you after 14??? How does that even make sense? Use my product for 14 day and if you dislike, then cancel and keep the product?? If you go 15+ days then we overcharge you and you keep the product? How does this even make sense? I called for a refund and offered to send the product back, but the customer service representative declined. This company does not seem legitimate. Why are they so aggressive to one customer out of the "many" they claim to have? At this point, I am more determined to warn people to be very careful with this company and investigate more doing business with them. Their customer service is unprofessional and quite frankly worries me with their aggressive and vicious attacks on my personal character. They may never do the right thing and refund my money, but I want to make sure people are fully aware of neutratones aggressive communication with customers who disagree with them.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Complaint is incorrect. [redacted]s IP address is recorded signing up on our website where our terms and conditions are clear and apparent. Unfortunately this customer is providing false information as an attempt to keep product for less than the market price. On all platforms online the product is...

priced significantly and noticeably above the price of it's shipping and handling.  [redacted] insists product is shipping and handling price but it is clear that the market price for that product is not only it's shipping and handling price. [redacted] mentions that she looked through the ad but intentionally omits the critical fact, that the ad leads to a website where the terms and conditions for a trial are explained before she made the order.  Her complaint is generally about paying for items that she had ordered and received, she may have wanted to receive the items but had intentions of escaping payment for the products.  This practice happens sometimes with people who sign up for trials. [redacted] likely tried to sign up and perhaps had intentions of cancelling before her trial period ended, but she forgot to cancel. After failing in her request that we "assist her" in abusing our terms and conditions, she has escalated her tactic to try to force action on our end. We have never tried to "intimidate" this consumer we stated that we will forward all correspondence to our legal department. The consumer is simply using a public form to attempt to force release of funds that are not owed to her under the agreement for which she signed up.Evidence of her digital authorization for the transactions in question are available on request.

We maintain the records that indicate the customer did in fact sign up for this program and they are available for review.

In response to this - Customers funds were not "removed" instead - they were willingly released via customers verified consent, now customer is attempting to renege funds she authorized released for, which is outside of agreement terms and conditions. The font on our order page is in readble print. However if the customer could not read anything on our page, she had the opportunity to refuse to place the order and call or email us for clarification. Had customer contacted us we would likely refuse shipment and cancel order, because it is not our intent to ship products to customers who from the beginning of their order, do not intend to pay for them. We allow time and space for a customer to cancel and even receive a full refund because the product we offer has varying results, but there is a time limit the customer is made aware of before purchasing, and in this case the customer greatly exceeded that time limit.In addition to breaching the agreement the customer attempts to damage our reputation, and present this case as if she was stolen from, when in fact she voluntarily entered into an agreement that provided a months worth of time to cancel.Everything in regards to this customers order can be verified, there was absolutely no attempt to mislead or confuse the customer and we had no reason to conclude prior to shipping her product to her that she was confused or not in agreement of the terms.At this point - unfortunately we have no recourse.Best Regards,Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 The response given by this company is slanderous and incorrect on all accounts.  I have read many online reviews about the deception of this company and luring customers in with the lie of trying their product for the cost of shipping and then charging the full price to their credit card without permission.  That is called theft, not being taken advantage of by a deceptive company.  The "empathetic" customer service agent was reading a prepared statement when I complained about the product's charge to my credit card without my permission. She clearly had this conversation with many customers who have been taken advantage of.  It is companies like this that cause reputable companies to have a bad name. When speaking with this customer service agent, she tried everything to try to keep me signed up for auto ship of this product; even sending me free products.  She admitted that it is not clear when ordering that this is a trial offer.  She offered me several different refunds, especially when I mentioned the Revdex.com.  It was clear that she knew the company was taking advantage of customers and was deceptive in their advertising. I discussed with her how I felt the product did not work and offered to return the product as I had only used it for a few days.  She said it would not be necessary to return the product.  She kept apologizing for the misleading statements of trying the product for a low cost.  I find it interesting that you can get the product for the shipping price and supposedly try it for 14 days.  What are you supposed to do with the product after this 14 days if you do not like it?  What happens with the product and cost after those 14 days?  This is very unclear.   I still believe this company owes me a full refund.  As to my supposed lack of ability to handle my finances, although I owe no explanation, I only keep enough money in my account to pay my bills.  I was not expecting anyone, let alone a company, to take my money without permission and under deceptive terms.  I will continue to pursue to get my refund as well as post all of the exchanges with this company and their slander on review pages for this company.  I don't want anyone else to be taken advantage of in the future.  If this matter is not resolved, I will have my attorney take over the exchanges with this company and we will pursue compensation for the slander in the companies response to my claims, as well as a full refund for the product.      
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]