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Nutra4You.com aka Nutrajump

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Nutra4You.com aka Nutrajump Reviews (1)

Initial Business Response /* (1000, 6, 2015/08/12) */
Thank you for the opportunity to respond to Ms. [redacted]'s complaint. She initially signed up for a subscription trial offer, for the product Keratin MD, on 7/4/15. The trial allows our customers to be able to try Keratin MD out for a period of...

time without being charged for the full cost of the product by initially only paying for the shipping cost ($4.95) to get the product shipped out to the customer. When a customer places an order for the trial offer, they are shipped a 30-day supply of the product. The trial period is 14 days, which begins when the customer places their order. Once the trial period expires, if there are no other arrangements made, the system is automatically set to bill $87.47 for the full cost of the bottle that the customer receives and subsequently enrolls the customer into a monthly auto-ship program. All of the trial terms as well as the general terms and conditions that pertain to Keratin MD are available on the product's main website in multiple locations. The trial terms are listed in plain sight when the customer is entering their credit card information when they are placing their order. There is also a link to the fully expandable terms and conditions as well as a box that needs to be selected confirming the customer has read and understood the terms and conditions before the order could be submitted.
At the same time that Ms. [redacted] placed her order for the KMD trial, there was a separate order placed for another product that was offered to her while she was placing her order for the trial. Ms. [redacted] was speaking to the customer service department for the company who manages the other product that was ordered when she called and canceled. She never spoke with KMD customer service regarding making arrangements to cancel her trial and return her bottle of KMD.
It was not until 8/3/15, almost a month after placing her order for the KMD trial, before Ms. [redacted] contacted KMD customer service. Her trial had expired and so she was assessed the charge of $87.47 upon the expiration of her trial on 7/25/15. When she was speaking with KMD customer service on 8/3/15, the trial terms were explained to her as well as the charge. She requested to speak to a supervisor or manage regarding the charge so she was transferred to the manager on duty at that time. The manager again explained the charges and trial process again. He also explained that due to the fact that she was calling on the 30th day, she would be outside the return policy to get a full refund once her KMD made it back to the fulfillment center, if she were to return it.
To try and work with her, the manager offered her a refund of $60.00 which was approximately 70% of the charge that was assessed due to her trial expiring. Ms. [redacted] agreed to the refund and she was given confirmation that her account was canceled and the refund had been issued. Even though Ms. [redacted] failed to mention the refund arrangement made that she agreed to in her outline of her complaint, we did offer a solution and compensation for her issue. Moving forward there will be no additional compensation issued. Thank you and good day.

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Address: 14603 E Moncrieff Pl STE 100, Aurora, Colorado, United States, 80011-1234

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