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Novara

11551 E 45th Ave Unit C, Denver, Colorado, United States, 80239-3160

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Novara Reviews (%countItem)

Don't buy it!!! They force you to buy 2 trial products, by adding an additional item to your order at the end and blocking you from backing out. Also be careful in about 12 days your card will be charged 175.90 (89.95, 85,95) for your next shipment and they don't issue refunds.??

I responded to a Facebook ad offering a free trial of Novara Skin and Novara Eye creams. The ad stated the price for the trial and that there were few items left. I do not recall any further information. I did place an online order and paid for shipping with a credit card. I did not receive any email confirmation for the order. I was billed on March 18 and received the product approximately a week later. The invoice included shows an order date of March 17. I phoned the company to request a return and refund on March 30. The first representative I spoke with stated I was ineligible to return and refund the product. He stated I ordered the product on March 16 and that this was the reason I was not eligible, being outside of the 14 day trial period. I was billed approximately $180 for the two products on April 1, with a $30 discount based on my complaint. I inquired, during both phone calls as to where this information concerning guarantee and return policies could be found. On two separate days, with two different reps, I was given website names of trynovaraskin.com and trynovaraeye.com. Those sites do not exist. I have tried several times, on different days and they do not exist. There is only one website that demonstrates a different Novara product, trynovars.com. This website does not include its return and refund policy, but simply claims a 60 day return guarantee. Any other website that includes the product with the name Novara is a site that sells the product. I was told by the rep, during my second call, that there is no policy to allow for returns and refunds, effectively stating the return guarantee is fraudulent. I asked this question a number of times, for clarity, and received the same response. Both reps stated that the policy is to refund approximately $30 for complaints as a courtesy. I did receive that refund. My total expense for this trial was approximately $125.00.

Novara Response • Apr 19, 2019

Thank you for mediating this consumer complaint from our customer, Case Number: ***, ***. Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers have to affirm and acknowledge the terms & conditions for our auto-ship program by marking the T&C check-boxes. According to our records, customer ordered our Novara moisturizer and serum on a 14-day trial basis on 3/16/19 and paid the shipping and handling fees of $4.95 and $5.95. The trial expired on 03/30/2019 and due to the fact that our customer did not contact us to cancel their trial, they were subsequently charged for the original shipments on 3/31/19. As the customer stated, she has already received a partial refund on 3/31 (refund confirmations below). We have gone ahead and refunded the remaining amount that the customer is requesting. Refund confirmation is below.

Previously refunded on 3/31/19
Refunded - $31.48 Trans-ID: ***
Refunded - $30.08 Trans-ID: ***

Remaining refunds: Refunded - $55.87 Trans-ID: *** dated 4/19/19
Refunded - $58.47 Trans-ID: *** dated 4/19/19
The refunds should reflect on customer's account within 3 to 7 business days. Please relay this information to our customer and feel free to let us know should you have further questions.

This product is a rip off. One of the products came with a missing part, rendering it unusable. No where in their material did I see iI would be charged 179.90 after paying shipping charges separately for 2 items (thought I was agreeing to one.) So ergo 2 shipping charges. They work through a distribution center and do not state on the shipping invoice any where there was a deadline to respond.
They 'hide' their corporate office number - still researching for it. The address listed on your page is a distribution center.

However, the number listed did get a replacement of the defective order. They are not in the distribution center but handle customer service calls.

A few days ago, I received a package from Fulfillment, Denver, Co. Not recognizing the address, I was suspicious, & had no record of ordering anything from CO. I finally carefully opened the package to discover 1 oz of Novara pro collagen serum and one oz of Novara revitalizing moisturizer, neither of which I had ordered! The enclosed packing slip had no company name or return address, but included "if you have any questions regarding YOUR (I did not order) shipment please feel free to call us at 855-439-2170 or email us at [email protected]." I had absolutely NO results for either. In fact, an enclosed booklet had no company name printed anywhere. Is Novara the legal name for this company?

This definitely has to be a scam! I did NOT order these product; in fact, I had never even heard of this company or their products. In a week or so, I expect to receive another unordered shipment of these products. I have not received my credit card statement yet, but when I do, I expect there will be two (2) huge charges for shipping to my account. How did these companies obtain my credit card info? That is illegal and troublesome!

I read complaints from other individuals about this company, and it seems to me that something CAN be done about this company's illegally shipping and charging for their unordered, and unwanted products.

Thank you for your cooperation in this matter.

Novara Response • Apr 12, 2019

Thank you for mediating this consumer complaint from our customer, Case Number: ***, ***. Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers have to affirm and acknowledge the terms & conditions for our auto-ship program by marking the T&C check-boxes. According to our records, customer ordered our Moisturizer and Serum on a 14-day trial basis on 2/28/19 and paid the shipping and handling fees of $4.95 and $5.95. The trial expired on 03/14/2019 and due to the fact that our customer did not contact us to cancel their trial they were subsequently charged for the original shipments on 3/15/19. On 3/28/2019, the customer called in stating that he never purchased the products and was provided a refund of $85.95 and $89.95 (refund confirmations below). To ensure that the customer is completely happy, we have also provided a refund on the shipping charges as well. Please see refund confirmation below.

Already refunded on 3/28/19
Refunded - $85.95 Trans-ID: ***
Refunded - $89.95 Trans-ID: ***

Refund 4/12/19:
Refunded - $5.95 Trans-ID: ***

Refunded - $4.95 Trans-ID: ***
The refunds should reflect on customer's account within 3 to 7 business days. Please relay this information to our customer and feel free to let us know should you have further questions.

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Address: 11551 E 45th Ave Unit C, Denver, Colorado, United States, 80239-3160

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