Novuderm

Per system records, the customer's card has repeatedly been declinedThis issue tends to be on the end of the customer's financial institutionWe are unable to push the charge through to the customer's accountIf the customer would like to continue to receive product, we do recommend that they place a new order on our websiteWe do apologize for the inconvenienceThe customer's account is closed and will not be reopened

As agreed to by the Terms and Conditions of the original order, we send the customer a 30-Day supply of product for the price of shipping as part of a Day Trial, which begins the date of the orderThey have Days from the date of the order to try the product and decide if you they like to
continue receiving it monthlyIf the customer decides that they do not wish to receive the product monthly, all they need to do is call or email our Customer Care center and we are happy to cancel the TrialHowever, if we do not receive a cancellation request in the Day time frame, we charge the full price for the product that was ordered Per these Terms and Conditions, we are only able to refund orders that are returned to us within days of the ordering date, so when we received all of the products back to us as of 11.14.2016, the customer was only issued refunds for the most recent shipment of productAs a courtesy to the customer, we have refunded the additional charges of $and $placed on the account as of We are, however, unable to issue refunds for any shipping and handling products, as agreed to by the Terms and Conditions of the original order.Please just allow 5-business days for the refund to reflect in the account

My bank was not able to see any attempts from NovuDerm to access and then be denied. In fact, the card was accepted on July 12, so the numbers are correct. If I go to their website and open a new account they will probably not give me the original discount. I think they want to break our contract and close my account because of the reduction they gave me. I believe it is illegal to break a contract like that. I will notify my bank to see if they will get involved to disprove their claim.Thank you, *** ***

As I stated, we returned the product unopened Just another company out to steal from AmericaEveryone needs to know thisCharging us for product we didn't want, and have returned

Response to Revdex.com Complaint *** *** ID #*** As agreed to by the Terms and Conditions of the original order, we send you a 30-Day supply of product for the price of shipping as part of a Day Trial,which begins the date of the orderYou have
Days from the date of the order to try the product and decide if you would like to continue receiving it monthlyIf you decide that you do not wish to receive the product monthly,all you need to do is call or email our Customer Care center and we are happy to cancel your Trial for youHowever,if we do not receive a cancellation request in the Day time frame,we charge you the full price for the product that you ordered If you do cancel within the allotted time, we require that you return the product or pay a cancellation fee, as we do not send our customers samples,we send a 30-Day supply on a Trial period to build awareness of our products and services As the customer has already contacted their financial institution to file a dispute,we can do nothing further for them regarding these charges The complainant's card provider will ask for information regarding these transactions,to which we will respond with a copy of our Terms and Conditions,a copy of the order page where the Terms and Conditions are clear and readily available,and anything that we may think is pertinent to that specific transaction or accountThe customer will then receive notification from their card provider, about whether they have decided to reverse the charges Any further communication will be between the complainant's card provider and our Dispute Department

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Per system records, the customer did state to one of our representatives that they had filed a dispute with their financial institutionThis is against our Terms and ConditionsIf the customer can email into *** confirming that they have not filed a dispute with their
financial institution, we will be able to issue a full refund of $to this account

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

In regards to the complaint that was received and the complainant [redacted] in our records), our position on the matter is below for your review.Per system records, the following orders were placed on 1/16/2017:One (1) Serum Trial - $4.95 S&HOne (1) Cream Trial - $3.95...

S&HShipping Assurance - $2.95As agreed to by the Terms and Conditions of the original order, we send you a 30-Day supply of product for the price of shipping as part of a 14 Day Trial, which begins the date of the order. You have 14 Days from the date of the order to try the product and decide if you would like to continue receiving it monthly. If you decide that you do not wish to receive the product monthly, all you need to do is call or email our Customer Care center and we are happy to cancel your Trial for you. However, we did not receive a cancellation request in the 14 Day time frame, so we charged the full price for the product that was ordered.Per system records, the customer did not contact us regarding the account until 2/3/2017, which was after she was charged for her initial shipment on 2/1/2017. At this point in time she simply cancelled her account, and there is no record of a requested refund. She called twice on 3/10/2017. The first was regarding questions she had about the billing program, and in the second, she stated that she had already contacted her financial institution to file a dispute. As agreed to in the Terms and Conditions of the original order, once a dispute has been filed against any of the charges on the account, we are no longer able to issue any refunds to the customer. The result of the dispute is solely up to the customer’s financial institution. Due to this, we are unable to issue any refunds on the customer’s account. I apologize for any inconvenience to the customer.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

In regards to the complaint that was received and the complainant [redacted], our position on the matter is below for your review. As agreed to by the Terms and Conditions of the original order, we send you a 30-Day supply of product for the price of shipping as part of a 14 Day Trial, which...

begins the date of the order. You have 14 Days from the date of the order to try the product and decide if you would like to continue receiving it monthly. If you decide that you do not wish to receive the product monthly, all you need to do is call or email our Customer Care center and we are happy to cancel your Trial for you. However, we did not receive a cancellation request in the 14 Day time frame, so we charged the full price for the product that was ordered. As a courtesy to the customer, we have issued a full refund of $98.41 in good faith that the product they have received is returned to the following address: NovuDerm Returns [redacted] We suggest that you ship through USPS, as most other shipping companies do not deliver to PO Boxes. Sincerely, Rachel NovuDerm Customer Support

In regards to the complaint that was received and the complainant [redacted], our position on the matter is below for your review. As agreed to by the Terms and Conditions of the original order, we send you a 30-Day supply of product for the price of shipping as part of a 14 Day Trial, which begins...

the date of the order. You have 14 Days from the date of the order to try the product and decide if you would like to continue receiving it monthly. If you decide that you do not wish to receive the product monthly, all you need to do is call or email our Customer Care center and we are happy to cancel your Trial for you. However, we did not receive a cancellation request in the 14 Day time frame, so we charged the full price for the product that was ordered. Per system records, the customer had already contacted their financial institution regarding their refund, which is against the agreed upon Terms and Conditions of the original order. As the customer has already contacted their financial institution to file a dispute, I can do nothing further regarding these charges. Their card provider will ask for information regarding these transactions, to which we will respond with a copy of our Terms and Conditions, a copy of the order page where the Terms and Conditions are clear and readily available, and anything that we may think is pertinent to that specific transaction or account. The customer will then receive notification from their card provider, about whether they have decided to reverse the charges. Any further communication will be between their card provider and our Dispute Department. Sincerely, Rachel NovuDerm Customer Support

The company has very misleading and unclear "terms" that are hidden to allow them to take much more money from the moment the request for a FREE sample is made.  These extra transactions can be on a recurring basis if you are not paying close attention to your accounts.  I believe because I was diligent and contacted the BBC and lodged a complaint them and with my credit card the company did comply and refund the money to my account. This is now resolved.  Thank you for your help.

Per system records, the customer had already contacted their financial institution regarding their refund, which is against the agreed upon Terms and Conditions of the original order. As the customer has already contacted their financial institution to file a dispute, I can do nothing further regarding these charges.

Response to Revdex.com Complaint [redacted] ID# [redacted] In regards to the complaint that was received and the complainant [redacted], our position on the matter is below for your review. Per the Terms and Conditions of the original order, which are available throughout the entire...

ordering process, the customer did agree to our Shipping Assurance charge of $2.95. However, as a courtesy to the customer, we have refunded this charge. Below is the information regarding the refunds issued as of today, 12.6.2016. Please be advised that while refunds typically take 7-10 business days to process, I have seen it take up to 30 days. If the customer still has not received their refund at this point in time, we ask that they contact their financial institution for alternative methods of obtaining a refund. Refund information: 12/06/2016 03:36pm - Refunded - $2.95 Trans-ID: [redacted]   Sincerely, Rachel M[redacted] Novuderm Customer Support

Per system records, the customer's card has repeatedly been declined. This issue tends to be on the end of the customer's financial institution. We are unable to push the charge through to the customer's account. If the customer would like to continue to receive product, we do recommend that they...

place a new order on our website. We do apologize for the inconvenience. The customer's account is closed and will not be reopened.

As agreed to by the Terms and Conditions of the original order, we send you a 30-Day supply of product for the price of shipping as part of a 14 Day Trial, which begins the date of the order. You have 14 Days from the date of the order to try the product and decide if you would like to continue...

receiving it monthly. If you decide that you do not wish to receive the product monthly, all you need to do is call or email our Customer Care center and we are happy to cancel your Trial for you. However, if we do not receive a cancellation request in the 14 Day time frame, we charge you the full price for the product that you ordered. If you do cancel within the allotted time, we require that you return the product or pay a cancellation fee, as we do not send our customers samples, we send a 30-Day supply on a Trial period to build awareness of our products and services. However, as a courtesy to the customer, we have issued a full refund for the two products the customer received back to the card that was used to place the original order. Please allow 5-10 business days for the refunds to process and credit your account. We do apologize for any inconvenience this may have caused you. We do ask that the customer return the products that they have received to the following address:                 NovuDerm Returns                 [redacted]
                [redacted] We recommend shipping through USPS, as most other companies do not deliver to PO Boxes. Refund information: 02/17/2017 12:37pm - Refunded - $98.41 Trans-ID: [redacted]               02/17/2017 12:37pm - Refunded - $98.41 Trans-ID: [redacted] Thank you for allowing us to correct this situation for you. Sincerely, Rachel M[redacted] Novuderm Customer Support