NuvaLift

Complaint
ID: [redacted]
We would like to acknowledge receipt of Mr. [redacted] 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.  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 his order on 9/21/14. This was when the initial $4.95 was paid
for shipping and handling, and was also the start of the customer’s 14-day
trial period. Since we did not receive a request for cancellation and/or a
returned product during the allotted time, the customer was charged for the
full month’s supply in his possession on the 15th day, 10/6/14.
Unfortunately,the customer did not contact us until 10/9/14, and so we were unaware of his
dissatisfaction with the product. At this time, our Customer Service
Representative explained the Terms and Conditions to him, and informed him that
the $84.87 was for the product he already had, not a new one. During this call,
his subscription was cancelled, but the customer used foul language and
disconnected the call before we could give him the cancellation number.
On 10/13/14, the customer called again with his social worker. Our Customer
Service Representative provided him with his cancellation number and walked him
through the Terms and Conditions again. Because the customer was calling
outside of his trial period and the product was open, the customer did not
qualify for a refund. Out of courtesy, he was offered a 50% refund of $42.44,
which he agreed to. That refund was processed on 10/13/14.
In his complaint, the customer states that he never received a second delivery of
NuvaLift. This is true, as the customer’s subscription was cancelled before a
second product could be shipped out. He was sent one product on 9/22/14, and charged
the initial $4.95 for shipping and the $84.87 for the jar he was sent for his
trial period.
We apologize for the misunderstanding, and are willing to refund the $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
Mangement

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, 4/24/14, when the trial period ended. 
[redacted] contacted our company on 5/13/14 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

We would
like to apologize again for Ms. [redacted]’s experience with NuvaLift and
would like to address the issues she brings up in her rejection of our previous
response. She
states that she made a call to NuvaLife, which is not our company and explains
why we have no record of a call from her before 2/16/15. Additionally, our
records indicate that she spoke with three of our female representatives, not a
male representative. All of our calls are recorded and time stamped for
training and quality purposes and our Customer Support Team is trained to leave
detailed notes of each call. We are
very sorry that the customer is unsatisfied with our product and our service. As
a courtesy, we will still honor the offered refund of $25.46, which will be
processed once we receive an email to [email protected] that a suitable resolution has been reached. Sincerely, NuvaLift
Management

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 4/17/14. 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, 5/1/14, when the trial period ended. 
Ms. McCauley contacted our company on 5/15/14 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

Trail offer for shipping and handling only $4.95. Than in 15 days charge goes through for $84.87. Customer service is very unwilling to refund the charge. Has answers for everything. Complaints must happen daily! No phone number for the headquarters.

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 Barry placed his order on 4/15/14. This is when he paid the initial $4.95 for shipping, and marks the start of his 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, Barry was charged for the full month's supply on the 15th day. 4/30/14, when the trial period ended. He contacted our company on 5/9/14 to cancel his subscription. His subscription was canceled but he was not issued a refund at that time, because the charge is in accordance with the Terms and Conditions he agreed to upon placing his order.We apologize for the confusion, and 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. Terms and Conditions are located on our website, and should be read as they are there for a reason. Please refer to our website www.nuvalift.com

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.
To clarify the response from NuvaLift, I look forward to confirmation of o credit for $84.87 to my credit card. "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."
Thank you for offering however, I cannot use the product so a complimentary bottle is not necessary. I look forward to receiving your refund.
Regards,
[redacted]

We
apologize that Ms. [redacted] is unsatisfied with our response. The
customer has filed a dispute with her credit card company, and her account with
us has been frozen. 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 regret that we are unable to assist this customer further. Sincerely, NuvaLift
Management

January23, 2015ComplaintID: [redacted] Wewould like to acknowledge receipt of [redacted] complaint, andappreciate this opportunity to address it. Our customers are sent their initialfull 30-day supply of NuvaLift to try for the first...

14-days without charge.  Onthe 15th day, if the customer has not contacted us via phone oremail, they are automatically billed for the product in their possession andenrolled in our NuvaLift Preferred Customer Club, where they receive a monthlysupply every 30 days thereafter. Nowhere on our website do we claim to offer afree sample, sample size, trial size, or free gift. We offer all customers atrial 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 card information(please see image on page 2). The customer has to click “I agree to the Termsand Conditions” twice before the order is processed. If the customer does not“agree” to those terms, the order will not go through.  On11/21/14, the customer began her trial period of NuvaLift and paid the initial$4.95 for shipping and handling. When we did not receive a returned product ora request for cancellation, her account was then charged on 12/6/14 for theretail value of the jar she had. The customer did not contact us after hertrial period either, and so on 1/5/15, she was sent a second jar of NuvaLift.  Weapologize for any miscommunication and have cancelled the customer’s account.In addition, we would like to offer a refund of $72.14 for her most recentsealed jar, as our shipping department does charge a restocking fee. Thecustomer is requested to contact us at (877) 759-7349 or at [email protected] forinstructions on how to return that product.  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

December 17, 2014 Complaint ID: [redacted]
serif;">We would like to acknowledge receipt of Ms. [redacted]’ 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, sample size, or trial size, only 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 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 began her trial on 11/11/14, and when we did not hear from her to cancel within that trial period, her account was charged for the product she had on 11/25/14. We have the trial period so that customers may test out of product to make sure they don’t have an allergic reaction or develop a rash, as this customer did. We were unaware of the situation until she called on 12/4/14. During this call, the customer was offered a refund of $42.44, which is half of the retail value of NuvaLift. The Customer Support Representative was unable to offer more of a refund because the product was open. The customer denied this refund and requested to speak to a supervisor. The supervisor offered the customer a higher refund of $63.65, but the customer continued to request a full refund for an open product, which we are unable to give. The product was never returned to us, so we have not yet processed the refund. We would like to apologize for the customer’s bad reaction to our product and restate that we do offer the trial product for precisely that reason. We will also honor our offer of a $63.65 refund upon receiving an email from the customer at [email protected] that a 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. 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 never saw this page that was sent as a response.  I never went to their website, I had responded to a link that had offered a free product for S&H costs only.  I figured it was an offer to try their product in the hope I would like it, and order more.  If I had seen THIS ad, I never would have responded nor even sent for it.  I had figured it was worth a try at $4.94 for a cream, especially since, it was not for me at all but for someone else.  I saved it to give it to them when I saw them next.  I was shocked to find out I was charged for it, especially the price.  Worse, I didn't even know until I received the second bottle that I found out about the costs.  I looked at the first package, which I had saved because I had put it aside to give, and nowhere in there did it say it was part of an ongoing order, it did say to try the product, and it emphasized in the brochures to wait 30 days and and send back a survey of what you thought.  ( wait 30 days). I never, repeat, NEVER saw that website page.  MINE was for S&H only.
Regarding that so called try for 14 days offer they propose they use, they had shipped out the cream on the 3rd, and precisely 14 days from that date, they charged me the full price.  Nowhere on this planet is a shipping company, let alone the post office, that you receive mail on the day they ship,it to you.  Packages tend to take a week.  Another telling and disturbing point.
To make matters worse, this is a company that will not accept a product returned and issue a refund?  I find that disturbing, and telling, as well.  
I am pointing out the other issues, only to show what I consider a companies dishonesty.
For me, it was only a product to try for S&H costs only.
On a rather ironic note, if my friend had liked this cream, I would have looked up the company and occassionally have ordered the cream for them...so by their dishonest practices, they lost would would have potentially been a legitimate customer.
Regards,
[redacted]

March10, 2015ComplaintID: [redacted] We wouldlike to apologize again for Ms. [redacted]’s experience with NuvaLift andwould like to address the issues she brings up in her rejection of our previousresponse.  Shestates that she made a call to NuvaLife, which is not our company and explainswhy we have no record of a call from her before 2/16/15. Additionally, ourrecords indicate that she spoke with three of our female representatives, not amale representative. All of our calls are recorded and time stamped fortraining and quality purposes and our Customer Support Team is trained to leavedetailed notes of each call.  We arevery sorry that the customer is unsatisfied with our product and our service. Asa courtesy, we will still honor the offered refund of $25.46, which will beprocessed once we receive an email to [redacted] that a suitable resolution has been reached.  Sincerely,NuvaLiftManagement

We would like to acknowledge receipt of Ms. Dawn
Pickett’s 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 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 8/16/14.
This is when they paid the initial $4.95 for shipping, and marks the start of
their 14-day trial period. We did not receive a request for cancelation and/or
a returned product during the allotted trial period, so the customer was
charged for the full-month’s supply on the 15th day, 8/30/14, when the trial period ended.
 Unfortunately, the customer did not contact us to cancel their subscription until 9/15/14. The
subscription was canceled at his time, but they were not issued a refund
because the charge was in accordance with the Terms and Conditions agreed to
upon placing their order. Please review the screen shot on page 2
showing the checkout page every customer must complete to order our product,
which thoroughly and easily explains our Terms and Conditions. We assure you,
we do not try to hide our intentions from the customers, simply allow them to
try the product for a limited time before paying the full retail price for it.
We apologize for the misunderstanding, and are willing to refund the $84.87 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

Please see the attached document for our response. 
 
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. This
customer began on her trial period on 2/2/15. This was when she paid the
initial $4.95 for shipping and handling. On 2/16/15, her trial was over. We did
not receive a request to cancel during this time and so she was charged the
retail value of the product in her possession and on 3/18/15, she was sent a
second product as a member of our subscription service. We
received a call from the customer with a bank representative on 3/25/15. The
account was cancelled, and our Customer Support Representative walked the
customer and bank representative through our Terms and Conditions. The customer
was informed that she was not eligible for a refund for either of the charges.  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 [redacted] 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  ?

nasty customer service, did not know I was being charged for the initial trial nor are the customers informed of the cost! it's not even on the packing slip and when I called to cancel, the CSR danced all around answering how much I was charged. Then when I complained, she was nasty and said to return the produce you do NOT get the full amount back and have to pay a $12 restocking fee? really? for a tiny package? this is a scam and it sucks they don't make it right. I feel like the entire amount should be refunded.

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 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 7/28/14. 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, 8/11/14, when the trial period ended. The customer contacted us to cancel their subscription on 8/12/14. The
subscription was canceled at his time, but they were not issued a refund because the charge was in accordance with the Terms and Conditions agreed to
upon placing their order. The customer contacted our company again on 9/11/14 to inquire about the charge to her account.that process on 8/11/14, which was
for the original 30 day suppply that she received and kept for her personal use. Upon review of the calls from this day, we woud like to point out that our
agents made several attempts to explain our policies and assist the customer, but unfortunately the customer would not allow our agens to speak and find a
way to resolve the matter, and additionally she disconnected the call herself
during an explanation of the charge.
We apologize for the misunderstanding, and are willing to refund the $84.87 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

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.
Regards,[redacted]
I paid $4.95 for a rewards program through Walgreens. It never said that I would have 30 days to cancel,if I did I WOULD have cancelled it. This came about through a rewards program. I received a small 1-2 ounce bottle. My biggest complaint is they charged my card $84.87. I never received anything else in Dec. so they are saying that bottle cost $84.87? ,and they are willing to give me $72.  I am sending back the bottle unopened to them that I received in Jan,and would like to be reimbursed for that one as well
Thank you for your help
[redacted]

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 6/20/14. 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, 7/4/14, when the trial period ended.
Ms. Canizales contacted our company on 7/7/14 to cancel her subscription. Her subscription was canceled but she was not issued a refund at that time because this charge was in accordance with the Terms and Conditions she 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]nd 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]

January 14, 2015Complaint ID: [redacted]We would like to acknowledge receipt of [redacted] 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 via phone or email, 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 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. On 8/29/14, this customer’s trial period began when the he place his order and paid the $4.95 for shipping and handling. We did not receive a request to cancel via phone or email during those two weeks, and on 9/12/14, his account was charged for the full price of the jar in his possession. On 10/3/14, after noticing the charge, the customer did not contact us to come to a resolution, but instead went directly to his bank. We do apologize, but we are unable to assist this customer further or offer a refund as his account with us has been frozen. 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