NuvaLift

Review: In June 2014, received email for free trail of this NuvaLift product. They stated that condition of product required cancellation in fine print. This information was not displayed or presented to customer in a form that made sure the terms and conditions of the free trail. When contacted them to stop shipment and charges, they want to charge me a 15% restocking fee. This is totally a scam.Desired Settlement: Full refund of $84.87 instead of just $72.14. I have not received any refund yet and expect full refund.

Business

Response:

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 6/30/14.

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, 7/14/14, when the trial period ended. Unfortunately, the

customer did not contact our customer support until 8/18/14 to cancel their

subscription. The 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.

However, the customer did come to the agreement with our Customer Service Representative on this

day to send back one unopened bottle of NuvaLift for a full refund. We have yet to receive this bottle

and therefore have been unable to process the refund.

We apologize for the misunderstanding, and would have been willing to offer a refund to settle the matter,

however the customer has an open chargeback case against our company. Once this happens, it is up to the

bank to decide whether the customer is eligible for a refund and is out of our control. Upon filing a chargeback

against our company, the customer is requesting to be represented by the bank, leaving us unable to issue a refund

directly to the customer. We are very sorry, but unable to be of further assistance in this

matter.

Lastly, NuvaLift.com stands 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

Review: I ordered a free sample of Nuvalift anti-aging cream from this companyand paid the shipping charge of $4.95 in May 2014. Today (July 15) Ireceived my Visa credit card bill with a charge of 84.87 from this companywhich I did not authorize, nor did I receive any product or service otherthan the free (?) sample. A call to the company indicated that by accepting the sample I agreed to a membership whereby I would receivefuture shipments of their anti-aging cream. I explained that I made nosuch agreement and would like a refund of the unauthorized charge of $84.87to my credit card. The customer service agent and her supervisor saidthey would cancel my membership, but company policy would not a refund ofthe charge. I note that many other persons have complained on line aboutthis SCAM.Desired Settlement: Simply want a refund for this unauthorized charge.

Business

Response:

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 5/30/14.

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, 6/14/14, when the trial period ended.

At this time [redacted] was automatically enrolled in the NuvaLift Preferred Customer Club where

customers are shipped out a fresh supply of NuvaLift every month.

The customer contacted our company on 7/15/14 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 reviewed the account on 7/18/14 and issued a full

refund for this charge.

Being that [redacted] has already received a full refund

for this charge, we kindly ask that they consider this complaint resolved. We

are willing to provide a transaction receipt proving the refund if requested.

Please email [email protected] if this is of

interest.

Sincerely,

Nuvalift Management

Consumer

Response:

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.

The information provided by Nuvalift is not correct, it is false and misleading. I saw a card in a magazine which offered a FREE sample of Nuvalift anti-aging cream if the shipping charge of $4.95

was paid. I returned the card and paid the shipping charge with my credit card. To my surprise on the 14th of July, I received my credit card bill and saw a charge of $84.87 from Nuvalift. I promptly

called Nuvallift and asked what the charge was for. The customer service rep. explained that when I accepted the FREE offer I had agreed to a subscription to have a jar of the cream sent to me every

month. This is totally untrue as I did not agree to a subscription, nor was I informed that I must return the product within 14 days or be charged $84.87 for the FREE jar of cream. I cancelled the subscription

which I did not authorize in the first place and asked for a refund on the bill. I was advised that it was company policy NOT to issue any refunds and that they could offer no further assistance. On the

15th of July I received another jar of cream and another charge to my credit card of $84.87. I again called the company and was advised that the cream shipped before the cancellation went into effect.

I requested that I be furnished a return label for the product which I did not request or authorize and was again advised that the company would issue no refunds. The customer service representative

repeatedly responded to my questions by reading the terms of the subscription offer which I had never seen and did not agree to or authorize in any manner.

I did receive a refund for one charge of 84.87, but have not received a refund for the second charge and will be happy to return the jar of cream that was shipped without my authorization. I have not

received a full refund for these two charges, but only one after disputing the charge with my credit card company.

The statements in the second paragraph are untrue and I did not order the free sample as they outline, nor click twice to agree to any terms. It is obvious that this company is in business to scam

unsuspecting people our of their money. A review of complaints against this company on the internet will confirm my charge and I trust the Revdex.com will take action to so advise the public.

Regards,

Review: I filled out a brief survey for [redacted]. The screen changed quickly and I was offered an option of 3-4 gifts as a reward for the survey.I selected Nuvalift with the understanding that I would merely pay for the shipping of about $4.97 and that would be the end of it. I didn't understand that I was subscribing for a lifetime of facial cream on a monthly basis at $84.87 each month.This was a very tricky operation on the parts of nuvalift and [redacted] who happen to be in complicity with them.When I contacted them I was told that I would NOT receive a refund even though I don't want or need the merchandise.This is a rip-off on the part of this company and amazon.com.I was billed for the shipping and the original merchandise for an additional shipment which I did not and will not receive receive. The company representative (madeline) was very routine and lackadaisical in her haste to make it clear to me that I obviously missed the small print and that was the end of it.She was nice enough to cancel out whatever account (cancellation # [redacted]) I had with them and assured me that I wouldn't be receiving on more of their product but that I definitely wouldn't be getting my money back which means that the purported FREE GIFT was not FREE.Desired Settlement: I'd like a full refund and a Revdex.com investigation of how amazon and this company are ripping people off. They should be stopped and held accountable for their questionable actions.

Business

Response:

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 4/28/14. 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, 5/13/14, when the trial period ended.

Mr. [redacted] contacted our company on 5/14/14 to cancel his subscription. His

subscription was canceled but he was not issued a refund because this charge was in

accordance with the Terms and Conditions agreed to upon placing his 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

Review: I purchased a free sample for $4.99 from a third party website, after providing feedback from a survey ([redacted]). There was NO statement about returning the product, from the day of purchase, back to the company within 14 days or I would be charged the full amount. And I did not receive notification of such agreement which I only paid for a sample that was advertised. This is extremely outrageous since the product took 3 days to get to my house. In order to have the product back to the company within 14 days I would have only had a chance to use it for 3 days. I haven’t even used the product yet.

When speaking to the company Nuvalift.com, I asked if I could send the product back to them and they won’t take their product back. I also asked to be reimbursed on 9/30/2014, and they refused to reimburse me but took me off of the recurring monthly transactions (cancelation#: [redacted] which I had no idea I was even signed up for when I ordered, b/c of NO documentation that was sent to me stating such. The representative was very abrupt about not helping.

This company is a SCAM and I would like them to return my money to me. I would be happy to give them their product back. Their false advertising scams you out of money by making you think you are receiving a sample of a product when in fact you have purchased the product out right. I am sure that many people have fallen prey to this advertising.Desired Settlement: I would like to return the product back to them and receive a full refund.

Business

Response:

Complaint ID: [redacted]

We would like to acknowledge receipt of Ms. [redacted] complaint, 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 9/13/14. It is very likely that she did find out about Nuvalift through a survey as stated in the complaint, however the only location a customer can place their order is through our website. We purposefully do this so that they will have the opportunity to review Terms and Conditions before the order is placed. She paid the initial $4.95 for shipping at this time, and it also marked the start of her 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, 9/27/14, 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 9/29/14, but she was not not eligible for a refund because the charge was in accordance with the Terms and Conditions, which she agreed to upon placing her order. When explained this, the customer acknowledged that she understood why a refund could not be processed, and made no idications she was unhappy regarding the decision while speaking to the representative..

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. For you review, I have also attached the order history of the customer, showing the IP address from where this purchase was made online.

We apologize for this 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

Consumer

Response:

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,

Consumer

Response:

--[redacted]

Hello,

Review: Was offered a full 1 month supply trial of a wrinkle reducing cream for $4.95. Was charged an additional $84.87 14-15 days later. Advertising clearly states Full 1 Month Supply. I was going to try it for a month and then decide whether to cancel or continue. Called Company and spoke to two people that were not willing to discuss or offer any solutions. I spoke to a manager named [redacted] who refused to provide me with a last name or her supervisor's name. This clearly is a scan and this company must make their money on the false advertising.Desired Settlement: will attempt to work with bank to reverse charge; just wanted others to know this company is a scam.

Business

Response:

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 6/20/14. 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. [redacted] 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

Consumer

Response:

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,

As an added note, my debit card number has changed and I wasn't sure if I would be credited on the cancelled debit card. The check can be mailed to:

or you can contact me at [redacted]5 to make other arrangements.

Thank you.

Business

Response:

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

Consumer

Response:

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.

PLEASE NOTE THAT MY DEBIT CARD USED TO ORIGINALLY PURCHASE THE PRODUCT HAS BEEN CHANGED AND SO I WOULD THEREFORE LIKE TO REQUEST A REFUND IN THE FORM OF A CHECK OR I CAN PROVIDE THE NEW DEBIT CARD INFORMATION.

PLEASE LET ME KNOW WHEN THE CHECK HAS BEEN ISSUED.

THANK YOU.

Regards,

Review: My complaint is similar to others..."Consumer complaints allege they order a trial sample and are required to only pay for shipping and handling. Consumers claim they are charged for the full price of the sample without notification from the company. "Desired Settlement: That I can keep the empty jar of the "trial" (I paid 4.95 for shipping on 11-26-2015)without having to send it back (this will cost me more shipping fees) and that two charges of $ 84.87 ( one for the trial, which implied that it's free, and another for a second jar because I didn't notify them according to their timetable are dropped. I was not aware I was being billed until I received the 2nd jar, and now see 2 charges (2/06/15)on my credit card startememt) which I want dropped from my credit card as I am returning the second jar unopened.

Business

Response:

February 12, 2015Complaint ID:[redacted]We would like to acknowledge receipt of [redacted] complaint, and appreciate this opportunity to address it. Our records indicate that on 2/6/15, you spoke with a member of our Customer Support Team regarding your account. During this call, your subscription was successfully cancelled and a resolution was reached for the charges on your account. You were offered a refund of $25.46 for the first charge, as we are unable to accept products that are over 30 days old, and a full refund for your most recent sealed product. The refund of $25.46 was processed on 2/6/15. This second refund will be processed once we receive that product, and we would be happy to notify you when this has happened. 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 state 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

Review: I saw an offer on the internet offering me the NuvaLift cream for the cost of $4.99 shipping, and that future costs of the cream if I liked it would be $42.43. I received the cream and used it for approximately one week, and could not continue using it due to it causing me an allergic reaction. Forteen days after I placed my order I saw a charge on my credit card in the amount of $84.87, and I did not receive another cream. When I contacted NuvaLift, I was told by a representative that I was shipped the cream for the cost of $4.99 and was suppose to contact them if I did not like it to avoid the charge of $84.87. When I originally place my order on the internet I did not see that information. I am an elderly man who lives on limited income, and if I would have seen the cost of the cream at $84.87 I would have not agreed to place the order. The representative stated that since I used the cream that they could not refund me the price of the cream, but would give me a 50% refund. I was refunded half of the $84.87 charged, at $42.43. I do not agree with this refund amount as upon my order it was stated that I could return the product if I did not like it, however the representative stated she could not take the cream back since I used it.Desired Settlement: I am requesting that NuvaLift refund the other half of the cost charged to me as I did not like their product, and was not under the impression I would be billed for the original order, but for future products. I never received a second delivery of the product.

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution of refunding me the $42.44 would be satisfactory to me. The information they state that is clear to see when order is placed was not as clear to me, as I was under a different impression when I submitted the order. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: This company who I have tried calling numerous times, and have not been able to reach has used my credit card twice to charge me for something I DID NOT order. The first charge was in Dec 2014 for $84.87. I not only did not order the product, I never received anything in Dec. they charged my card again for $ 84.87 in Jan of this year, and this time I received a package I did not order. I have not opened the package and I plan to send it back to them.Desired Settlement: All I want is for them to reimburse my card for $169.94 and to stop using my credit card and stop sending me any more packages

Business

Response:

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

Consumer

Response:

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,

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

Review: Costco sent me an email giving me reward of being long time customer. I was asked to pick my choice of gift. I chose Nuvalift. The promotion said Free trial with a value of 84.87and I will only pay shipping which is 4.95. This amount was charged to my bank account on 7/14 and I received the merchandise the following week. On 7/27, Nuvalift debited by account in the amount of 84.87. I do not want the product and the time allowed is less than the time they required to try the product. They claim I ordered on 7/12. Th information on the debit charge is incorrect. The contact number is incorrect. They deliberately mislead The fax went through but it is not their fax. I cancelled the order but that fax number belong to somebody else.

Business

Response:

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

At www.nuvalift.com 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 7/12/14. 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, 7/27/14, when the trial period ended. The customer contacted our company on 7/29/14 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 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.

Review: I received a one-time trial offer of a face cream for S&H only. I did not order nor want future orders, I was just ordering this one time deal. Now I found out they charged me not only for the 'trial' one time only deal, but charged me again! I did NOT authorize this, plus the first charge is completely bogus since it was for a so-called free product. Not only is this company practising false advertising, they are making fraudulent charges!Desired Settlement: I want ALL my money returned, except the 'one time charge' of S&H of $4.95, which I have already paid. I want two charges of $84.87 completely refunded!

Business

Response:

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 ?

Consumer

Response:

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.

Review: NuvaLift was on Dr. Oz highlighting a $4.00 one month trial. Signed up & received my product. Product did not work so once my trial product was empty I threw it away. 30 days later noticed Nuvalift had charged my credit card $84.87 for their "Nuvalift Discount Club" which I did NOT sign up for or agree to. I called Nuvalift and complained and asked them to reverse the $84.87 and they refused to reverse the charge, saying that in the fine print of the trial it says if I don't call them during the trial to say I'm not interested then I'm automatically added to their "club" and I will be charged $84.87. I'm sure more people who sign up for their trial are unaware of the fine print (if it exists) because I never saw it. I thought $4.00 was too good to be true for a trial container of face cream and now I realize it is. They are SCAMMING people out of their money in a SNEAKY way. I never received a call or email from them asking how I liked the product and if I was interested in buying more! I would like my $84.87 back!!!Desired Settlement: I would like my $84.87 back since I did NOT give them permission to withdraw that money!!!! All I thought I signed up for was a "trial" for one product that lasted one month.

Business

Response:

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

Review: I was offered a free trial of NuvaLift product. I have attempted to decline continued shipments of the product and automatic charges to my credit card.There was no response to attempts by phone or e-mail.Volumes of complaints about this company and its business practices are found on numerous websites.The order number is [redacted].Initial sample order placed 2-17-15Desired Settlement: I want the automatic shipments of the product to end along with automatic deductions from my credit card in the amount of $ 84.87.

Business

Response:

Please see the attached document for our response. March10, 2015ComplaintID: [redacted] We wouldlike to acknowledge receipt of Mr. [redacted]’ complaint and appreciate thisopportunity to address it. Our customers are sent their initial 30-day supplyof 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 his trial on 1/4/15, which was when he paid the initial $4.95for shipping and handling. His trial period was over on 1/18/15. Since we didnot hear from the customer within those two weeks, his account was charged forthe retail value of that jar and he was enrolled in our Preferred CustomersClub. On 2/17/15, he was sent a second jar of NuvaLift. We firstreceived a call from the customer on 3/2/15. During this call, his account wascancelled and no refund was requested. There is no record of a phone call oremail from him before that date. Weapologize for any miscommunication that may have occurred. As a courtesy, wewould like to offer a complimentary jar, which will be shipped out once wereceive an email to [redacted] that a satisfactoryresolution 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

I won a free sample by taking a survey on-line (never again!). I paid the $4.95 shipping for my "free" item, and then was charged $89 14 days later, exactly like it says on their website. But who reads that when its supposed to be free. During the call to cancel the monthly charge of $89 that would ensue, I claimed that even if they had the best product in the world I would NEVER keep getting it based upon their unethical business model. The quicker this scam of a company fails the better. Don't fall for on-line surveys and on-line "free" items, it isn't worth it!

Review: Ordered a trial of their product for 4.95 pm 7/28/2014. Pm 8/13/2014, nuvalift charged my debit card for the full amount of product without my consent. I called customer service and demanded that they return my money. They refused and referred me back to the terms of the transaction. I asked them where these terms were as I did not see them on the packing label. They stated that they were on their website. So I went to their website while they were on the phone and the only way I could access these terms was to put in fake information to get these terms to appear. I asked them why they did not send me a reminder email or include this information with the product and they said that they did not have to. They refused to refund my money even though I offered to send it back to them unopened and unused. They hung up on me twice during this confrontationDesired Settlement: I want my money refunded. Any morally right company would have had the consumer's interest in mind.

Business

Response:

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

7/27/14. 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, 8/10/14, when the trial period ended. Unfortunately, the customer did

not contact our support team until 8/13/14 to cancel their subscription. The

subscription was cancelled at that time, however a refund was not given since

the charge was in accordance with the terms and conditions agreed to upon

placing the order.

We would also like to address

the concern that our agent disconnected the call while speaking with [redacted].

This is accurate information, however the agent had permission from the

supervisor as [redacted] was using profane language during the call, which we as

a company do not tolerate. We believe all of our Customer Support Representative

deserve to be spoken to with respect, and do not condone otherwise.

We apologize for the misunderstanding, and despite everything,

are willing to refund the customer the $84.87 upon email confirmation to [email protected]

that this case has been resolved. However, we stand by our policies and we would

like to reiterate that our customers accept the terms and conditions two

separate times in order to process their orders.

Sincerely,

Nuvalift Management

Review: While on the web page Amazom.com another page popped up and stated that I won a FREE TRIAL only had to pay the shipping and handling. Three weeks later the company bills my account for $85.00. I contacted the company and they stated that they would not refund my money for the membership. I told them that I did not sign up for a membership that the page stated that I won the free trial. They then stated that the page (in very small writing) states three times that it is my responsibility to cancel. I believe this is false advertisement stating that I won a free trial and billing me for it later seems to be unethical.Desired Settlement: I would like a refund and I would also want the company to change their page to not state that you WON A FREE TRIAL.

Business

Response:

Review: I had ordered a skin care product called nuvalift. I was charged $4.95 to my account. They said that they would give me 15 days to call them if I was dissatisfied with the product. I was extremely dissatisfied with the product and called right away. I was told that I would not be billed any other future payments other than the $4.95. When I went over my bank statement the company charged me the full $84.87. When I called nuvalift they denied that I had ever called to cancel!! I gave them the exact date of when I had called. They were extremely unprofessional and refused to credit my account back. Any company that has pages of fine print should be ashamed of themselves. I really trusted the original person that I had spoken with that I would not be charged. I am a single mom supporting 4 children and was excited to receive a product for $4.95! And if I was satisfied with the product I would have splurged on myself a bit. But the product truly did not stand up to its credibility and that's why I chose to cancel all future ordersDesired Settlement: I would like to see that this company does what it had promised me. Not charge me because I had called within the time frame

Business

Response:

October 8, 2014

Complaint

ID: [redacted]

We would like to acknowledge receipt of Ms. [redacted]’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 her order 9/11/14.

This is when she paid the initial $4.95 for shipping, and 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, 9/25/14, when the trial period ended. Unfortunately, the customer

did not contact us to cancel her subscription

until 9/29/14, which was outside of her trial period.

I understand that Ms. [redacted] states she had called us to cancel during her trial period, however she

was not able to provide us with a cancellation number or any other proof of

this call. Protocol within our call center states that every caller must be

provided with a cancellation number while on the phone.

Additionally, all calls

are time stamped in our system and we have no record of the customer calling us

prior to 9/29/14. We would have been happy to provide a full refund if she has

been able to provide us with a cancellation number, however this was not the

case. For this reason, the subscription was canceled on 9/29/14, but she was not

issued a refund because the charge was in accordance with the Terms and Conditions

agreed to upon placing the order.

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

Consumer

Response:

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,

Review: The company did not make it clear about signing up for a trial basis. I did not give them consent to charge my debit card. When I called to dispute this, they wwere very rude and refused to credit my account back. I did not recieve the product. I signed up for the product as a gift for taking a survey from [redacted]. I did not know that they would charge my account. I am not happy with the product and wanted a refund. the service people refused to let me talk to a supervisor and would not consider my request.Desired Settlement: I would like my account to be credited for the 84 dollars that they charged without my knowledge.

Business

Response:

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 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.

Ms. Potter contacted our company on 5/8/14 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

Review: This product advertises that you can get their Trial size of the product for only the $4.95 shipping price. They do not show the information that you will automatically receive another bottle for $87.23 if you don't cancel within 14 days. They also are not stating that you have to send the trial sample back. What kind of practice is that? I have gone to the terms and conditions twice and the page did not show anything. Their advertisement is deceiving and misrepresented. I called them and she insisted that I must send the trial sample back. I told her I do not want any more of anything from this company. Why should I send a trial sample back when I already paid for it?Desired Settlement: Right now I have cancelled my bank account due to their other company [redacted] charging me $87.23 without my knowledge. I am 67 years old and a widow living on social security. I cannot afford these prices and need my monthly check for medicines and housing. I thought that I could sample this trial offer and that would be the end of it. I need my money back from the [redacted] company.

Business

Response:

Please see the attached document for our response. February25, 2015ComplaintID: [redacted] Wewould like to acknowledge receipt of Ms. [redacted] complaint,and appreciate this opportunity to address it. Our customers are sent theirinitial full 30-day supply of NuvaLift to try for the first 14-days withoutcharge. Thiscustomer is still within her trial period and has not yet been charged anythingmore than the $4.95 for shipping and handling. On2/19/15, when she called our company to cancel, our Customer SupportRepresentative informed her that she was still within the trial period.Customers who wish to cancel within their trial period are requested to returnthe remainder of the product to us. Once that product is received, the accountis cancelled out. This customer was given until 3/1/15 to send the product backand avoid further charges. Tothis date, we have not received this customer’s product and her account isstill active. As a courtesy, we will extend her end of trial date until 3/12/15to give her enough time to send it back to us. Inher complaint, the customer states that she is unhappy with [redacted]. While wedo advertise with companies that have similar products to NuvaLift Anti-AgingComplex, we are a different company from [redacted]. We suggest that she contactthem directly regarding any issues she may have with them. Customersatisfaction is very important to us, and we are continuously striving tostreamline and perfect the quality of our service. Sincerely,NuvaLiftManagement

Consumer

Response:

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,

I still think their ad is falsely advertised. In their ad they do not mention anything about a 30 day supply they just say trial sample. I have notified my bank not to honor their charges and they had me get a new bank card. They only issue I have now is with the [redacted] company.Thank you.

Review: Buyer is lead to believe they are getting a sample and paying shipping only. Not obvious that this is a trial offer and by requesting the item they are "signing" a contract to continually receive this product on a monthly basis. There is a small link at the bottom of the page which appears after your personal information is entered. If you don't notice this link and click on it you miss all the information explaining the terms of accepting this product. You are only given 14 days to try the product and let them know if you want to cancel. This 14 days includes the time it takes to go through the mail as well and the item if returned must be postmarked within those 14 days. That leaves almost no time to try out the product. It is deceptive advertising. They refuse to refund the charge if you are not compliant with their terms, which are not obvious to the buyer if they did not see the link which is very easy to miss.Desired Settlement: I wish a refund of $84.87 which was charged by deceptive means.

Business

Response:

February25, 2015ComplaintID: [redacted] We wouldlike to acknowledge receipt of Ms. [redacted]’s complaint and appreciate thisopportunity to address it. Our customers are sent their initial 30-day supplyof NuvaLift to try for the first 14 days without charge. On the 15thday, if the customer has not contacted us, they are automatically billed forthe product 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 1/31/15. We did not receive a request to cancel andso on 2/14/15, her account was charged the retail value of the product in herpossession. In her complaint she states that she did not have enough time totry the product and return it to us. In instances where shipping takes longer thanusual, it is the customer’s responsibility to let us know and we are more thanhappy to extend the trial to give them the full 14 days. We also offerextensions for customers to return the product. We didnot hear from the customer until 2/16/15, after her trial period was over. Atthat time, her account was cancelled and she was made aware of the Terms andConditions. We do not accept returned products outside of the trial period. On2/25/15, we received an unauthorized and open returned product from thecustomer. Unfortunately, we are unable to offer a refund for this product. Weapologize that the customer is not satisfied with our service and regret thatwe are unable to assist her further. Customer satisfaction is very important tous, and we are continuously striving to streamline and perfect the quality ofour service. We do stand by our policies and would like to reiterate that ourcustomers accept the Terms and Conditions two separate times before the orderis processed. It is also the customer’s responsibility to contact us withinthat trial period if they are not satisfied with our product. Sincerely,NuvaLiftManagement

Consumer

Response:

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.

[No one can trial a product where you are only given 14 days which includes the time it takes to process the order and the time it takes to go through the postal system. It leaves barely a few days. It is not a reasonable time frame.]

Regards,

Business

Response:

Please see the attached document for our response. February26, 2015ComplaintID: [redacted] We would like to apologize again for Ms. [redacted]’s experience with NuvaLift. The customer states that she did not haveenough time to try NuvaLift. As a courtesy, we would like to offer acomplimentary re-ship of a jar of NuvaLift Anti-Aging Complex. This jar will besent out once we receive an email to [redacted] that a suitable resolution has been reached. Sincerely, NuvaLift Management

Total scam, I read carefully and somewhere there was fine print that they would charge $84+ monthly if you dont cancel your subscriptioin. When I called back within a day- I could not get anyone to answer the phone and stayed on hold a couple times forever. So I hung up.

When I called today they told me too bad, I didn't cancel soon enough.

I'm pretty computer savy and have my own online businesses and they took me! I was quie surprised with how careful I was initilaly.