Neutratone Products, LLC

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 find that this resolution is satisfactory to me and the matter has been resolved.
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:
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]

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:

 This business and a few others that I made the mistake of believing their false offers. As for their terms and conditions,  they are printed in microscopic form. Their "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,
[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:

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]

We can and will provide all sufficient evidence in regards to this matter to every necessary party.We maintain and have reviewed the recorded conversation of our representative clearly explaining to [redacted] that the terms and conditions were on the website where [redacted] signed up.We also maintain [redacted] on recorded audio, verbally agreeing to a resolution of this matter, which was a 50% refund. However, after requesting a refund, resolving the issue and receiving the refund that she agreed to,[redacted] went back online and made good on her threats to intentionally misrepresent our company as a “scam” in the Revdex.com and other online review sites. We have now received a “review” on [redacted] maliciously and intentionally slandering our company as a scam underthe name “[redacted]”. After realizing that we don’t have an [redacted] in our customer base, it became likely to me that it may again be [redacted] posting under the name [redacted]. Out of the several thousands of customers we serve regularly, there unfortunately exists a small minorityof customers that breach the terms and conditions they sign up under. We have an address verification system, and a CRM that notes the IP address and proves that [redacted]Le Bei actually signed up on a website with the terms and conditions present before providing her information. We additionally maintain that we do not have any websites offering our trial program without terms andconditions.Our terms and conditions clearly state that unless the customer cancels within their 14 daytrial period they will be billed for their product. On occasion we offerextensions for customers at their request prior to the end of their trialperiod, and we remain steadfast in honoring every cancellation request to notbill any further or send out anymore products. [redacted] has indicated here that our representative has “acknowledged a deceptive practice” which is false,as our representative never did such in the phone call and we have the recordsto verify this. In addition it seems [redacted] arrived at the conclusion that the ability to try a product for 93% of the cost for aperiod of 14 days (with an option to fully cancel prior to the end of the trial to avoid paying anything further) is somehow deceptive and that adults that initiate such an agreement on their own free will are not intelligent enough to understand what they agreed to.Besides breaching the terms and conditions, breaching her verbal agreement to a partial 50% refundover the phone, and shifting the responsibility of her overdraft fee - [redacted]has now expressed further threats, and has threatened to gain additional compensationbeyond what she paid for the product she ordered. [redacted] is free to dispute charges, but unfortunately she is not free maliciously spread falseinformation in regards to our company, in hopes of damaging our reputation. At this point we have no further recourse.

[redacted] signed up for our trial program under the name "[redacted]. Our trial program clearly and visibly states on every page of our website, including the payment information page that it is a 14 Day trial, and if the participant does not cancel within that 14 days, they will be charged the...

full retail value of the product which is $98.95. At the moment of [redacted]'s sign up and this reply, our highest publicly advertised discount is 35% off which amounts to a total $64.31 as the discount price for the product.[redacted] expresses that she expected our product to be only $5.00, (virtually a 93% discount on our product), which we had never advertised.[redacted] attempted to take advantage of our trial program by agreeing to the terms and conditions enough to submit her order, and ship herself our product, but then after receiving the product, and being billed past her 14 day trial period, [redacted] kept the product and demanded her money back which is in effect, a bold attempt at theft. Despite her willful breach of the terms and conditions she agreed to, and her brazen attempt to extort our company, our empathetic customer support representative refunded her 50% of what she paid, which is more than fair considering she received and kept 100% of our product.In addition to [redacted] attempting to steal our product, she went a step further to shift the responsibility of her overdraft fee (a sum of $22.00) to us, as if it is our responsibility that she signed up for a subscription of product that she (by her own admission after the fact) could not comfortably afford.Instead of [redacted] expressing her cost concerns before subscribing, she subscribed, consumed our goods, and then expects us to pick up the difference after the fact.As a comparison what she has done is equivalent to going to a grocery store, and consuming $100 worth of groceries for over two weeks, and then walking back in without the groceries and demanding a full refund, plus the overdraft fee because "she spent too much". It's not right.Unfortunately today rogue consumers like [redacted] that engage in theft, and demand free items at the expense of the companies they patronize, have not only found a new form of righteousness in their appropriation, but also refuge in approaching third parties with limited information, to threaten, or extort companies on their behalf. The claims that our product does not perform are refuted daily by a majority of consumers that enjoy, and use our products on a regular basis. [redacted] has the right to be dissatisfied, but she was given more than enough time to express that and she did not until she fell into her own personal financial hardship.Her case represents a shifting of personal responsibility to whoever is around to accept it. We reserve the right to reject that shift and we have at this point, rightfully exercised those rights.Best Regards,Neutratone Support

[redacted] has filed a complaint and it is completely without merit. [redacted] was instructed to return the product with respect to our terms and conditions and return policy. In response [redacted] made several threats which prompted a response from our support teams encouraging him to cease action...

and return the product.[redacted] eventually returned the product and was refunded $98.95 as of 1/**/2015. In the refund notice [redacted] received, it mentioned very clearly that it takes 5 to 7 business days for a refund to post back to the card used to place the order. The refund has been processed and should show to [redacted] within 5 to 7 business days from 1/**/2015.
[redacted] could have very easily requested the refund receipt from us to show to his bank as evidence that we have processed it but based on [redacted]'s prior numerous email threats it seems Will's true intent was to somehow inflict damage on our company for our refusal to comply with his request to keep our $100 Value product for just $4.95.
While I agree there is a lot of data on our webpage, it is constructed that way to fully inform the customer as much as possible about the product and the terms and conditions of the trial program but still remain presentable.
[redacted] was not forced in anyway to participate in our trial program. Will took it upon himself to participate, digitally authorize the transactions that followed, and then try to void his contract via ridiculous baseless email threats implying that your organization would somehow aid him in his effort to receive a discount that was never even promised to him.
Customer is additionally complaining about a lack of understanding in regards to relevant ads, and terms and conditions, yet implying that we have too much information on our page at the same time.
While I understand that we can't please every customer I also acknowledge that we went above and beyond that to make sure that this customers issue was resolved and would cite this as an example to warn other businesses of the potential risks in providing service to [redacted] and people like him.

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.

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

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]

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]

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