NuvaLift

We
would like to acknowledge receipt of this complaint and appreciate the opportunity to address it.
At
AM Labs every customer is given the right to try their first 30-day supply of
NuvaLift without charge for the first 14 days. After the 14-day trial period,
if the customer is dissatisfied with the product, they are to return the
remainder postmarked for return within their 14-day trial period and also
contact our Customer Support Team via email or phone to notify a request for
cancelation. If the customer keeps their 30-day supply after the 14 days, they
are automatically billed for the product in their possession on the 15th day
and then enrolled in our NuvaLift Preferred Customer Club where they are
shipped out and billed for a fresh monthly supply every 30 days
thereafter.
 
The
customer has the ability to cancel at anytime by calling our Customer Support
Team or emailing [email protected]. If a customer needs to contact
customer service, the phone number is listed on nuvalift.com, the
pamphlet, and the package the product is shipped in. The terms are disclosed
clearly on nuvalift.com where the customer ordered their product.
The customer has to also click "I agree to the terms and conditions"
twice before the order is processed. If the customer does not "agree"
to the terms, the order will not be processed. The terms and conditions are
disclosed directly on the ordering website, not only on the bottom of the first
page, but also highlighted in a large white box on the second page where the customer
inputs their card information as well as on the confirmation page and sent out with the product.
Specifically, this customer placed their order on 5/28/14. This is when they paid the initial
$4.95 for shipping, and marks the start of their 14-day trial period. Since we
did not receive a request for cancelation and/or a returned product during the
allotted trial period, the customer was charged for the full-month’s supply on
the 15th day, 6/11/14, when the trial
period ended. The customer contacted our company
on 6/12/14 to cancel their subscription. Their subscription was canceled but
they were not issued a refund because this charge was in accordance with the
Terms and Conditions agreed to upon placing their order. 
We apologize for the misunderstanding, and would be willing to go ahead
and refund the $84.87 for this complaint. However, this matter is currently out of our hands as the customer filed a chargeback against our company and consequently our account has been debited for this charge. After the outcome of their case has been decided, we will reevaluate this complaint and see if we can resolve it by providing the customer's ideal resolution.

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 for the business to perform this action and, if it does, will consider this complaint resolved.
Thank you for your help.  We had a family emergency and have been unable to respond until now.   We received an email from Nuvalift stating they dropped collections and we won't be hearing from them again.  I appreciate the help you provided.  
Again thank you so much.
[redacted]

We
would like to acknowledge receipt of [redacted]’s complaint and appreciate the opportunity to address it.
At
AM Labs every customer is given the right to try their first 30-day supply of
NuvaLift without charge for the first 14 days. After the 14-day trial period,
if the customer is dissatisfied with the product, they are to return the
remainder postmarked for return within their 14-day trial period and also
contact our Customer Support Team via email or phone to notify a request for
cancelation. If the customer keeps their 30-day supply after the 14 days, they
are automatically billed for the product in their possession on the 15th day
and then enrolled in our NuvaLift Preferred Customer Club where they are
shipped out and billed for a fresh monthly supply every 30 days
thereafter.
 
The
customer has the ability to cancel at anytime by calling our Customer Support
Team or emailing [email protected]. If a customer needs to contact
customer service, the phone number is listed on nuvalift.com, the
pamphlet, and the package the product is shipped in. The terms are disclosed
clearly on nuvalift.com where the customer ordered their product.
The customer has to also click "I agree to the terms and conditions"
twice before the order is processed. If the customer does not "agree"
to the terms, the order will not process. The terms and conditions are
disclosed directly on the ordering website, not only on the bottom of the first
page, but also highlighted in a large white box on the second page where the customer
inputs their card information as well as sent out with the product.
Specifically, this customer placed their order on 6/1/14. This is when they paid the initial
$4.95 for shipping, and marks the start of their 14-day trial period. Since we
did not receive a request for cancelation and/or a returned product during the
allotted trial period, we attempted to charge the customer for the full month's supply on
the 15th day when the trial
period ended. After four declined attempts to charge this customer for the product (attempted every 3 days), their account was automatically moved to the collections category which is why they received a collections call.
Upon receipt of this complaint, I have removed this customer from collections. She will not be billed for or shipped out NuvaLift again, and also will not receive any more calls from the collections dept. We hope she considers this complaint resolved.

We would like to acknowledge receipt of [redacted]’ complaint and appreciate the opportunity to address it. 
At Nuvalift.com every customer is given the right to try his or her first 30-day supply of NuvaLift without charge for the first 14 days. After the 14-day trial...

period, if the customer is dissatisfied with the product, they are to return the remainder postmarked for return within their 14-day trial period and also contact our Customer Support Team via email or phone to request cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter.
The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on www.nuvalift.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on www.nuvalift.com where the customer ordered their product. The customer also has to click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.
Specifically, this customer placed their order on 5/24/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request to cancel and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 6/8/14/14, when the trial period ended. The customer contacted our company on 6/27/14 to cancel their subscription. Their subscription was canceled but they were not issued a refund because this charge was in accordance with the Terms and Conditions agreed to upon placing their order. 
We apologize for the misunderstanding, and are willing to refund $84.87 for this complaint upon confirmation a resolution has been reached. However we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We are also willing to send out a complimentary bottle of NuvaLift to Ms. [redacted] if she is interested.
Sincerely,
Nuvalift Management

We would like to acknowledge receipt of [redacted]’s complaint and appreciate the opportunity to address it.
At AM Labs every customer is given the right to try their first 30-day supply of NuvaLift without charge for the first 14 days. After the 14-day trial...

period, if the customer is dissatisfied with the product, they are to return the remainder postmarked for return within their 14-day trial period and also contact our Customer Support Team via email or phone to notify a request for cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter.
 
The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on nuvalift.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly
on nuvalift.com where the customer ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.
Specifically, this customer placed their order on 2/26/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period.
Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply
on the 15th day, 3/13/14, when the trial period ended.
The customer did not contact our company to cancel their subscription. It was canceled upon receipt of the chargeback they filed against our company. We apologize for the misunderstanding, but are unable to refund this transaction because the bank is now reviewing the matter and the money has already been debited from our account. Had Ms. [redacted] called our Customer Support Team we may have been able to find a resolution involving a refund.

Please see attached.
Thank you

April 3,
2015Complaint
ID: [redacted]We would
like to acknowledge receipt of Ms. [redacted]’s complaint and appreciate
this opportunity to address it. Our customers are sent their initial 30-day
supply of NuvaLift to try for the first 14 days without charge. On the 15th day, if...

the customer has not contacted us, they are automatically billed for the
product in their possession and enrolled in our NuvaLift Preferred Customer
Club, where they receive a monthly supply every 30 days thereafter. Nowhere on
our website do we claim to offer a free sample, sample size, trial size, or
free gift. We offer all customers a trial period to try our full sized product. At
NuvaLift.com we do not hide our Terms and Conditions in small, unreadable text
or behind a hyperlink. They are disclosed directly on the ordering website at
the bottom of the page in size 12 font, and are also highlighted in a large
white box on the second page where the customer inputs their credit card
information (please see image on page 2). The customer has to click on “I agree
to the Terms and Conditions” twice before the order is processed. If the
customer does not “agree” to those terms, the order will not go through. Additionally,
we are not affiliated with or sponsored by any companies or celebrities. This
customer began her trial period on 1/31/15 and it ended on 2/15/15. We did not receive
a request to cancel from the customer, and on 3/17/15, she was sent a second
jar as a member of our monthly subscription program. that because she was calling outside of the trial period, she was not
eligible for a refund. We
apologize for any misunderstandings that may have occurred and regret that the
customer is unsatisfied. Unfortunately as she is outside of her trial period,
we are unable to offer a refund, but we can guarantee the account has been
cancelled and we will send out a complimentary jar as a courtesy. This will be
shipped once we receive an email to [email protected] that a suitable resolution
has been reached. Customer
satisfaction is very important to us, and we are continuously striving to
streamline and perfect the quality of our service. We do stand by our policies
and would like to reiterate that our customers accept the Terms and Conditions
two separate times before the order is processed. It is also the customer’s
responsibility to contact us within that trial period if they are not satisfied
with our product. Sincerely, NuvaLift
Management

We would like to acknowledge receipt of [redacted]’s complaint and appreciate the opportunity to address it.
At AM Labs...

every customer is given the right to try their first 30-day supply of NuvaLift without charge for the first 14 days. After the 14-day trial period, if the customer is dissatisfied with the product, they are to return the remainder postmarked for return within their 14-day trial period and also contact our Customer Support Team via email or phone to notify a request for cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter.
 
The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on nuvalift.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on nuvalift.com where the customer ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.
Specifically, this customer placed their order on 3/29/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 4/12/14, when the trial period ended.
Ms. [redacted] contacted our company on 4/30/14 to cancel her subscription. Her subscription was canceled but she was not issued a refund because this charge was in accordance with the Terms and Conditions agreed to upon placing her order.
We are willing to go ahead and refund the $84.87 for this complaint, however we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We state the terms and conditions clearly. Terms and conditions are located on the website, and should be read as they are there for a reason. Please refer to our website. http://nuvalift.com

Complaint ID: [redacted]
We would like to acknowledge receipt of Mr. Brian Marsh’s complaint, on behalf of his wife [redacted] and appreciate this opportunity to address it. Our customers are sent their first full 30-day supply of NuvaLift to try for the first 14-days without...

charge. On the 15th day, if the customer has not contacted us, they are automatically billed for the product in their possession and enrolled in our NuvaLift Preferred Customer Club, where they receive a monthly supply every 30 days thereafter. Nowhere on our website do we claim to offer a free sample, only a trial period to try our product. 
If the customer wishes to cancel, our Customer Service Team is reachable both by phone at (877) 759-7349, and email at [email protected]. The phone number is listed on www.nuvalift.com, and the invoice received with the product.
At NuvaLift.com, we do not hide our Terms and Conditions in small, unreadable text or behind a hyperlink. They are disclosed directly on the ordering website, at the bottom of the page in size 12 font, and also highlighted in a large white box on the second page where the customer inputs their card information. The customer has to click “I agree to the Terms and Conditions” twice before the order is processed. If the customer does not “agree” to those terms, the order will not go through. 
This customer placed their order through our website on 9/25/14. This is when they initial $4.95 for shipping, and also marks the start of the 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 10/9/14, when the trial period ended. Unfortunately, the customer did not contact us until 9/29/14, therefore we were unaware she was dissatisfied with the product. We honored the customers request to cancel on 10/10/14, but she was not not eligible for a refund because the charge was in accordance with the Terms and Conditions, which were agreed to upon placing the order. In order to apologize for the misunderstanding, we offered this customer a 20% refund, to which he agreed. This refund shows as being processed in our system.
On page 2, we have inserted the checkout page for our product, which is presented on our website. NuvaLift is only available for purchase from our website. I assure you that we do not try to hide any information from our customers, and present the Terms and Conditions in two separate places on the checkout page so that the customer is able to make an informed purhasing decision. It is very clearly stated that the trial period begins on the day the order is placed, not the day that the customer receives the package. 
We apologize for this misunderstanding, and are willing to refund the remaining 80% of the purchase price, upon email confirmation to [email protected] that a resolution has been reached. However, we stand by our policies and would like to reiterate that our customers accept the terms and conditions two separate times before the order is processed. 
Sincerely,
Nuvalift Management

We would like to acknowledge receipt of [redacted] complaint and appreciate the opportunity to address it.
At AM Labs every...

customer is given the right to try their first 30-day supply of NuvaLift without charge for the first 14 days. After the 14-day trial period, if the customer is dissatisfied with the product, they are to return the remainder postmarked for return within their 14-day trial period and also contact our Customer Support Team via email or phone to notify a request for cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter.
 
The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on nuvalift.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on nuvalift.com where the customer ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.
Specifically, this customer placed their order on 4/9/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 4/23/14, when the trial period ended.
Ms. [redacted] contacted our company to cancel her subscription on 4/25/14 and her subscription was canceled at that time. Ms. [redacted] filed a chargeback against our company on 5/20/14, and the matter is now out of our hands as the bank is handling it. We are willing to reconsider this case once the bank considers the dispute resolved.
We would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We state the terms and conditions clearly. Terms and conditions are located on the website, and should be read as they are there for a reason. Please refer to our website. http://nuvalift.com

The customer has the ability to cancel at anytime
by calling our Customer Support Team or emailing [email protected]. If
a customer needs to contact customer service, the phone number is listed
on www.nuvalift.com, the pamphlet they receive with their product.
/>
The terms are disclosed clearly on www.nuvalift.com where the
customer ordered their product.
The customer also has to click "I agree to
the terms and conditions" twice before the order is processed. If the
customer does not "agree" to the terms, the order will not process.
The terms and conditions are disclosed directly on the ordering website, not
only on the bottom of the first page, but also highlighted in a large white box
on the second page where the customer inputs their card information.
Specifically, this customer placed their order on
7/7/14. [redacted] stated she place the order by clicking on a pop-up window on her
computer- all advertisements utilized by our company redirect the consumer to www.nuvalift.com,
and only to this site, so that all will have the opportunity to review the terms and
conditions.  On 7/7/14 she paid the initial $4.95 for shipping, and marks the start of her 14-day trial period.
Since we did not receive a request to cancel and/or a returned product during the
allotted trial period, the customer was charged for the full-month’s supply on
the 15th day, 7/21/14, when the trial
period ended.
The customer did not contact our
customer support until 8/13/14 to cancel their subscription. The subscription
was canceled at this time, and we attempted to work with the customer by
offering a 50% refund, as she was calling 3 weeks after the trial period ended
and had already used the product. Unfortunatley, the customer refused this
offer.
 
We apologize for the misunderstanding, and are still willing
to refund 50%, or $42.43, to [redacted] upon email confirmation to [email protected]
that a resolution has been reached. However, we stand by our policies and we
would like to reiterate that our customers accept the terms and conditions two
separate times before the order is processed. We are also willing to send out a
complimentary bottle of NuvaLift to the customer if they are interested.
 
 
Sincerely,
 
Nuvalift Management

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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

As advertised on TV may have been the first problem, lesson we'll learned. I payed for a product that I have yet to receive and test for my self and yet there have been $170.00 taken out of my bank account that was not authorized. I...

have been trying to get in touch with the company as well with continued failed attempts. I think as a consumer you should make that readily available. I still have yet to try this product and I have 3 purchases. I find this disturbing.
We would like to acknowledge receipt of this customer's complaint complaint and appreciate the opportunity to address this customer’s concern. Specifically Ms. [redacted] complains that she has not received any shipments of NuvaLift, she is unsure why she is being charged for it, and that she is unable to reach out Customer Support Team. 
After reviewing Ms. [redacted]'s account information, it is evident that she has not attempted to contact our Customer Support Team throughout her subscription of NuvaLift, which began on 4/4/14 when she placed her order for a 14-day trial of our product. Our Customer Support Team is available Monday - Friday 7:30 am - 4:00 pm and Saturday from 8:00 am - 12:00 pm. Our phone number is listed multiple times on our website, as is our Customer Support email address. She has never attempted to inquire about the charge or cancel her subscription using any of these methods since she placed an order for our product, which explains why she is confused about the charges. It is also clear that she has received every shipment of NuvaLift she has been sent, including the monthly supply she was sent for the trial (4/4), the monthly supply she was sent 45 days later as a member of NuvaLift Preferred Customer's Club (5/19), and the shipment she was sent the following month (6/18). These are valid claims proven through looking up the tracking numbers associated with each order.
At no point did we intend to
mislead or misrepresent our trial offer and we regret any inconvenience the
customer experienced. However, if the customer does not contact us to inquire about the charge or cancel their subscription, we have no way of knowing there is a problem, let alone resolve it. We strongly encourage our online customers to review the
Terms and Conditions before finalizing their transaction. To ensure there is no
confusion when placing an order through our trial website, we provide the Terms
and Conditions in three separate locations before the order is completed, and
do not process any orders without the customer first clicking a box saying they
agree to our Terms. We recommend our customers contact us with any questions or concerns.
Upon receipt of this complaint, I have gone ahead and canceled Ms. [redacted]'s subscription to our product and she will not be charged for or shipped out NuvaLift again. 
Best Regards,
NuvaLift Customer Support

We would like to acknowledge receipt of [redacted]’s complaint and appreciate the opportunity to address it.
At AM Labs...

every customer is given the right to try their first 30-day supply of NuvaLift without charge for the first 14 days. After the 14-day trial period, if the customer is dissatisfied with the product, they are to return the remainder postmarked for return within their 14-day trial period and also contact our Customer Support Team via email or phone to notify a request for cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter.
 
The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on nuvalift.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on nuvalift.com where the customer ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.
Specifically, this customer placed their order on 3/16/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 3/31/14, when the trial period ended.
Ms. [redacted] contacted our company to cancel her subscription on 4/2/14. She then filed a chargeback against our company on 4/30/14, and the matter is now out of our hands as the bank is handling it. We are willing to reconsider this case once the bank considers the dispute resolved.
We would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We state the terms and conditions clearly. Terms and conditions are located on the website, and should be read as they are there for a reason. Please refer to our website. http://nuvalift.com

We would like to acknowledge receipt of Ms. [redacted]’ complaint and appreciate the opportunity to address it.
At Nuvalift.com every customer is given the right to try his or her first 30-day supply of NuvaLiftwithout charge for
the first 14 days. After...

the 14-day trial period, if the customer is dissatisfied with the product they are to contact our
Customer Support Team via email or phone to request cancelation. If the customer keeps
their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day
and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly
supply every 30 days thereafter.
 
The customer has the ability to cancel at anytime by calling our Customer Support Team or
emailing [email protected]. If a customer needs to contact customer
service, the phone number is listed on www.nuvalift.com, the
pamphlet they receive with their product. The terms are disclosed clearly
on www.nuvalift.com where the customer ordered their product. The
customer also has to click "I agree to the terms and conditions"
twice before the order is processed. If the customer does not "agree"
to the terms, the order will not process. The terms and conditions are
disclosed directly on the ordering website, not only on the bottom of the first
page, but also highlighted in a large white box on the second page where the
customer inputs their card information.
Specifically,
this customer placed their order on 3/15/14.
This is when they paid the initial $4.95 for shipping, and marks the start of
their 14-day trial period. Since we did not receive a request to cancel and/or
a returned product during the allotted trial period, the customer was charged
for the full-month’s supply on the 15th day, 3/29/14,
when the trial period ended. The customer contacted our customer support on
 3/31/14 stating the price was too high for her, but she loved the product. On that day,
the customer agreed to stay on subscription at the discounted price of 50% off. Additionally,
 we mailed a complimentary jar to Ms. Sam on 5/8/14. to cancel their subscription. The
customer called us again on 8/25/14 demanding a full refund for the bottles she
had received in July and August. The subscription was canceled but they were
not issued a refund because the customer agreed to continue with the
subscription on 3/31/14. Additionally, we would like to point out that the only
way a customer can receive our product at the discounted price of 50% off is if
a Customer Service Representative personally speaks with the customer and is
granted permission to make this change to their account.
The customer states she has tried to contact our support team
for 3 months to cancel, but has been unable to reach us. Our website clearly
states we are open Monday-Friday 8am-4pm PST, and Saturday 8am-12pm PST. We
have been open during all of these business hours during the last 3 months,
therefore we do not see any reason why the customer wouldn’t have been able to
reach our support team.
We apologize for the misunderstanding, and are willing to refund one charge of $42.44
upon email confirmation to [email protected] that a resolution has been reached.
However, we stand by our policies and would like to reiterate that our
customers accept the terms and conditions two separate times before the order
is processed.
 Sincerely,
Nuvalift Management

December 16, 2014 Complaint ID: [redacted]
serif;">We would like to acknowledge receipt of Ms. [redacted]’s complaint, and appreciate this opportunity to address it. Our customers are sent their initial full 30-day supply of NuvaLift to try for the first 14-days without charge. On the 15th day, if the customer has not contacted us, they are automatically billed for the product in their possession and enrolled in our NuvaLift Preferred Customer Club, where they receive a monthly supply every 30 days thereafter. Nowhere on our website do we claim to offer a free sample, only a trial period to try our product. Many customers do find our product through third-party websites and surveys, as this customer did. However, all customers are redirected to our secure website to place their order, and this is where they are presented with the Terms and Conditions.   At NuvaLift.com, we do not hide our Terms and Conditions in small, unreadable text or behind a hyperlink. They are disclosed directly on the ordering website at the bottom of the page in size 12 font, and are also highlighted in a large white box on the second page where the customer inputs their card information (please see image on page 2). The customer has to click “I agree to the Terms and Conditions” twice before the order is processed. If the customer does not “agree” to those terms, the order will not go through. This customer placed her order on 11/15/14, and that date was the start of her 14 day trial period. On 11/29/14, her account was charged for the full price of the jar in her possession, since we did not hear from her within that time to cancel. The customer did not call us until 12/3/14. During that call, she was offered a refund of $33.95 because the product was open. The customer denied this and requested to speak to a supervisor, who offered a 70% refund for an open product. The customer denied this refund as well and was transferred to the manager. While speaking with the manager, the customer agreed to a refund of $72.14 plus the usually non-refundable $4.95. That refund of $77.09 was processed that same day, 12/3/14, and the customer was not required to return the product to us. We do apologize for any misunderstandings. However, as this customer’s account has been previously cancelled and refunded, and she did not need to return our product, we are unable to offer more of a refund. Customer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our service. However, we do stand by our policies and would like to reiterate that our customers accept the Terms and Conditions two separate times before the order is processed.  Sincerely, NuvaLift Mangement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I did not receive their product in the first place so the 'so called' free sample that they offered would technically be them sending me what they charged me for. However, this horrible experience does not give me confidence in this company. I do not wish to do business with a company that does not send a product, charges you for it, and then doesn't respond to my attempts at contacting them. I want a full refund for the product and shipping. Nothing short of that will resolve this matter.
Regards,[redacted]

The customer has the ability to cancel at anytime by calling our Customer Support 
Team or emailing [email protected]. If a customer needs to contact customer 
service, the phone number is listed on nuvalift.com, the pamphlet, and the package 
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the product is shipped in. The terms are disclosed clearly on nuvalift.com where the 
customer ordered their product. The customer has to also click "I agree to the terms 
and conditions" twice before the order is processed. If the customer does not "agree" 
to the terms, the order will not process. The terms and conditions are disclosed 
directly on the ordering website, not only on the bottom of the first page, but also 
highlighted in a large white box on the second page where the customer inputs their 
card information as well as sent out with the product.
Specifically, this customer placed their order on 4/21/14. This is when they paid 
the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since 
we did not receive a request for cancelation and/or a returned product during the 
allotted trial period, the customer was charged for the full-month’s supply on the 
15th day, 5/5/14, when the trial period ended. 
[redacted] contacted our company on 5/20/14 to cancel her subscription. Her 
subscription was canceled but she was not issued a refund because this charge was 
in accordance with the Terms and Conditions agreed to upon placing her order. 
We are willing to go ahead and refund the $84.87 for this complaint, however we 
stand by our policies and we would like to reiterate that our customers accept the 
terms and conditions two separate times to process their orders. We state the 
terms and conditions clearly. Terms and conditions are located on the website, and 
should be read as they are there for a reason. Please refer to our website. http://
nuvalift.com

Please see the attached document for our response. 
March10, 2015ComplaintID: [redacted] We wouldlike to acknowledge receipt of Ms. [redacted]’s complaint and appreciatethis opportunity to address it. Our customers are sent their initial...

30-daysupply of NuvaLift to try for the first 14 days without charge. On the 15thday, if the customer has not contacted us, they are automatically billed for theproduct in their possession and enrolled in our NuvaLift Preferred CustomerClub, where they receive a monthly supply every 30 days thereafter. Nowhere onour website do we claim to offer a free sample, sample size, trial size, orfree gift. We offer all customers a trial period to try our full sized product. AtNuvaLift.com we do not hide our Terms and Conditions in small, unreadable textor behind a hyperlink. They are disclosed directly on the ordering website atthe bottom of the page in size 12 font, and are also highlighted in a largewhite box on the second page where the customer inputs their credit cardinformation (please see image on page 2). The customer has to click on “I agreeto the Terms and Conditions” twice before the order is processed. If thecustomer does not “agree” to those terms, the order will not go through.  Thiscustomer began her trial on 2/7/15. On 2/22/15, her account was charged for theretail value of NuvaLift, as we did not receive a request to cancel within hertrial period. Prior to contacting us via the Revdex.com, we have no record ofreceiving a call or email from the customer.  Shestates the she did not receive the product. The tracking number attached to theproduct she was sent shows it as being delivered. As a courtesy, we would liketo ship the customer a jar of NuvaLift in order for her to try the product, andwe can guarantee that her account has been cancelled. We will send out thatcomplimentary jar upon receiving an email to [email protected] that a suitable resolution has been reached.  Customersatisfaction is very important to us, and we are continuously striving tostreamline and perfect the quality of our service. We do stand by our policiesand would like to reiterate that our customers accept the Terms and Conditionstwo separate times before the order is processed. It is also the customer’sresponsibility to contact us within that trial period if they are not satisfiedwith our product.  Sincerely,NuvaLiftManagement

September 25, 2014
Complaint
ID: [redacted]
We would like to acknowledge receipt of Ms. [redacted] complaint and appreciate the chance to address it.
At Nuvalift.com every customer is given the right to try his or her first...

30-day supply of NuvaLift
without charge for the first 14 days. After the 14-day trial period, if the customer is dissatisfied with the product they are
to contact our Customer Support Team via email or phone to request cancelation. If the customer keeps
their 30-day supply after the 14 days, they are automatically billed for the
product in their possession on the 15th day and then enrolled in our NuvaLift
Preferred Customer Club where they are shipped out and billed for a fresh
monthly supply every 30 days thereafter. Nowhere on our website do we claim to
offer a free sample, only a trial period to try our product.
 
The customer has
the ability to cancel at anytime by calling our Customer Support Team or
emailing [email protected]. If a customer needs to contact customer service,
the phone number is listed on www.nuvalift.com, the pamphlet they
receive with their product. The terms are disclosed clearly on www.nuvalift.com
where the customer ordered their product. The customer also has to click
"I agree to the terms and conditions" twice before the order is
processed. If the customer does not "agree" to the terms, the order
will not process. The terms and conditions are disclosed directly on the
ordering website, not only on the bottom of the first page, but also
highlighted in a large white box on the second page where the customer inputs
their card information.
Specifically,
this customer placed their order 9/1/14.
This is when they paid the initial $4.95 for shipping, and marks the start of
their 14-day trial period. Since we did not receive a request for cancelation
and/or a returned product during the allotted trial period, the customer was charged
her for the full-month’s supply on the 15th day, 9/15/14, when the trial period ended. The customer contacted us to cancel their subscription on 8/16/14. The
subscription was canceled at his time, and the customer was offered and
accepted a 50% refund for the charge to her credit card on 9/15/14. We were
unfortunately unable to offer a full refund, as this charge was in accordance
with the terms and conditions agreed to upon placing the order.
 
Please review the attached screen shot of the checkout page
for our product, which every customer must complete for an order to process.
This is the only website our product has. As you will see, we do our very best
to make the terms and conditions as clear and visible as possible, as we do
business with the intention of providing our customers with the necessary
information to make an informed purchasing decision.
 
We are very sorry for the misunderstanding, and what is
perceived as bad business practices. However, we stand
by our policies and would like to reiterate that our customers accept the terms
and conditions two separate times before the order is processed.
 
 
Sincerely,
Nuvalift Management