NuvaLift

Review: I accepted a free gift of Nuvalift for just $4.95 shipping and handling. Two weeks later $84.87 was taken out of my checking, I never signed up for this,after looking on my computer I read many complaints about this happening to others. I am a senior please help me get my money back. I also called my bank. I called and tried to write them butcould not ger through.Desired Settlement: Return of $84.87

Business

Response:

December 18, 2014 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 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, 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. This customer placed her order on 11/20/14, and was sent her jar of NuvaLift Anti-Aging Complex. We did not hear from the customer within the trial period. On 12/4/14, she was charged $84.87 for the product she had in her possession. After noticing this charge, the customer did not contact us to come to a resolution, but instead went directly to her bank. On 12/10/14, she was fully refunded and not required to send the product back to us. Since this customer was already refunded $84.87 and has kept the product, we offer our apologies for the misunderstanding. 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

Review: I ordered NuvaLift free sample after it popping up on one of another screens I was on. It said it was similar to Botox and showed pictures of dramatic results from several patients in just 9 days. I knew this probably would not be the case, but since it stated CLEARLY you would pay $4.95 for shipping only I ordered the very small bottle that arrived sometime around Dec 5th. I was charged the $4.95 on Dec 3rd. Today, 1/17/2014 I received a package in the mail. I opened it and it simply said "thank you for your order" no amount, no next shipment date...nothing. I immediately taped it back up and called ###-###-####. I spoke to 3 different alter egos. The first one said her name was [redacted]. I explained I had received a bottle of the cream but only signed up for the "free" sample that I paid the shipping for. She interrupted me several times and told me to quit yelling at her. I said, ma'am if you would let me finish my sentence instead of interrupting I wouldn't have to raise my voice to speak over you. She told me to hold and she would handle it. She then came on and said it had been 45 days and if I knew how to read I would have known that I only had 14 days in which to cancel and if not I would be receiving a monthly shipment. I told her if I saw ANYWHERE that this crap was $84 dollars I never would have even tried it. She said too bad we do not do cancellations I should have read and I quote "the teeny, tiny print in the bottom corner".are you kidding me?? I asked to speak to her supervisor, she told me she was the supervisor, I asked to speak to the person above her...she stated there was no one above her but the owner of the company. I again clarified, so you are 2nd in command, she then said she did not have to take my abuse anymore and was ending the call and no returns or reversal of charges would be done. I went to my bank and spoke with them, I had to cancel my card and now have to wait 7 days without a card and fill out a visa recovery form. I have other auto charges I pay many bills with my visa and I really did not want to cancel the card as that left me with no card for at least 7 days and calling all other merchants to tell them not to charge anything on the card until I got the new info and would call them back. I came home and called NuvaLift again, this time I spoke to [redacted]. I was explaining what had happened earlier and she just kept saying ma'am ma'am ma'am what do you want from me, what do you want me to do. I said I want you to cancel my order and refund and reverse the pending transaction. She said she couldn't do this. I told her that I wanted to speak to this [redacted] who is the call center supervisor. She said there was no such person. I said, well look up my account and see who made notes in my account earlier this morning. She then said...I can't look at your account it has been cancelled. I then asked her how that could be since earlier her supervisor told me you don't do cancellations after 14 days..she just continued to say.....I don't have to take this, you have called your bank and they are going to try and cancel the charges so what more so you want me to do. She was yelling. Again I told her exactly what I wanted her to do, reverse the charges and void the transaction for the pending one. Anytime you mention anything these people don't want to address they say they are going to end the call or they talk over you so you have to yell. .it's a complete joke!! I said, if you would reverse the charge or void the charge I wouldn't have to have the bank do anything and she said she was ending the call. I then got a call from my bank advisor who told me she had found another charge that had gone through my account on Dec 16 for $84.87. So I ordered the product on Dec 1st according to [redacted], received the "free" product on the 5th or 6th of Dec, was charged the shipping only on Dec 3 so exactly on the 14th day they put through a charge for $84.87 but I did not receive the product until January 17 (today) with another pending charge of $84.87 which they are pre-billing as I have only received one package today and I returned it through the post office and paid to ship it back with a receipt. I then called the (and I use this word lightly) "customer SERVICE" dept back and this time got [redacted] on the phone. After I explained what had happened and I had returned the product and had not even received product for the second charge they had received authorization for that will be going through my bank she said that she was the one that had spoken to me earlier in the day and my account was cancelled but if I knew how to read I would have been able to see that there are NO cancellations or refunds. I asked her why she had cancelled if earlier she said I could not cancel and she said she was not going to sit and argue with me. I asked her why she had said she was second in command and she said she said she was the customer service supervisor and her name was now [redacted]. I told her I was going to dispute the charges with my bank and she said to do whatever I wanted she was tired of dealing with me and if I would just listen I would realize that there are no cancellations or returns..she was yelling, avoiding my questions and as usual said she was going to end the call. The last thing these people do is provide any kind of service!!! I have read all the other complaints listed and they are all very similar to mine. They don't give you 14 days to cancel because they billed my card for the full product 13 days after I received the free sample. Free my eye!! She suggested I read the terms and conditions which states you can cancel ANYTIME that you have 15 days yet those terms provide an address to return product....so if they don't do cancellations and they don't accept returns why do they provide the Information in their "terms and conditions" as they just repeat over and over like robots....nasty mean ignorant robots! And if [redacted] is the supervisor.....YIKES...they are hiring from the very bottom of the barrel. I have had to cancel my credit card, and now request my visa recovery department to get the first amount of $84.87 that was billed to my card before the trial period was even up and another $84.87 for product that I have not even received yet?!?! DONT ORDER ANYTHING FROM THIS COMPANY...THEY ARE NOTORIOUS SCAMMERS AND WHEN FACED WITH REAL CONCERNS ABOUT YOUR MONEY THEY WILL HANG UP ON YOU!! I want my $169.74 for facial lotion that was MISREPRESENTED AS BOTOX LIKE OUTCOME IN 9 DAYS RETURNED!! Plain and simple and you get NOWHERE with the ding dongs working at the "call center". BEWARE IF YOU BUY FROM THIS COMPANY..YOU BETTER TRY THE SAMPLE AND CANCEL YOUR CARD THE NEXT DAY. Even in their so called terms and conditions it states you may see a "pending charge" for $84.87 during your trial period but not to worry it will go away.???? PENDING MEANS IT IS BEING HELD FOR AUTHORIZATION OF FUNDS AND MOST CERTAINLY WILL AND DID GO THROUGH. THIS IS A SCAM AND I HOPE SOMEONE IS WISER THAN ME AND CHECKS IT OUT BEFORE THEY BUY IT UNLESS YOU USE $85 LOTION MONTHLY ....THAT IS CRAP!! I WANT MY MONEY BACK AND OTHERS TO BE AWARE. APPARENTLY THE CS SUPERVISOR IS SECOND IN COMMAND TO THE CEO,,,,BUT SHE WONT GIVE HIS NAME...THATS ALOT OF POWER FOR A CS SUPERVISOR. AND SHE DEFINITELY USES THAT POWER. PLEASE HELP!!!$Desired Settlement: I want the company to reverse the 2 charges of $84.87 totaling $169.74. I would not trust a check from this company as it doesn't seem to have any moral values or concern about their customers. I am in no position to pay $84.87 per month for face cream and I assure you had I seen that anywhere I would have never signed up. I have done "try this for free " thing before and reputable companies send out emails (which I provided to NuvaLift when I ordered my free sample as well as my phone number) letting you know your trial period is up or is upcoming and many have even called allowing me to cancel or continue right there on the phone. The chances that in this large company I got the call center supervisor on 2 out of the 3 calls I made are very low....I think whomever answers states they are the supervisor and just throws out a name...certainly no written documentation is made on your account of whomyou spoke with and what effort was made to resolve the situation. Having to cancel my card or put a hold on it has put me and my other family members in a frustrating situation as that is how we pay many of out other automatic bills and will have to call and reset all this up when it could have very easily been handled this morning when I received the package of cream a month and 17 days after I received the sample.....so again if I had 14 days to decide, they were quick to charge my card based on the day I ordered not the day it was shipped but they did not ship out the product until 47 days after they say I placed the order....it doesn't add up or make sense in any way shape or form. I have returned the product with a receipt from the post office due to the fact that I was told over and over they do not accept returns and do not cancel accounts as well as reading the many reports from this Revdex.com. So there is proof that I returned it unopened and the day after it was received, someone will have to sign for it. I sincerely hope someone can investigate this company and help me get my money back. I returned the product I was charged for and they are still charging me for product not received and not wanted!!

Business

Response:

Specifically, this customer placed their order on 12/1/13. 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, 12/15/13, when the trial period ended.

We are willing to go ahead and refund Ms. [redacted] $84.87 for the price of the

bottle. 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I had to cancel my card and file a claim with Visa because this company would absolutely NOT refund my money as requested nor cancel my membership as they indicate to you they did or would be happy to. The company disputed my claim with Visa for both unauthorized RETURNED shipments and submitted only the shipment dates, dates my card was charged and their agreement. I returned their product as I was NOT satisfied with the goop (via postal service signature return receipt requested) as well as tried to call on three separate occasions to cancel. They told Visa they never received the returned product even though I sent it back and it had to be signed for by someone at their company and I had proof of a signature. Again, they did not resolve my problem, but simply said they never received the product and no one signed for it. I have stated what took place during my conversations with them. I got absolutely nowhere and the customer service manager only argued with me, but she certainly made no offer to rectify the situation or return ANY monies. If they would have been willing to cancel and/or refund my money I would have never placed the complaint with the Revdex.com. I made the complaint with the Revdex.com AFTER I got nowhere with this company in getting a refund or canceling my membership. They are very shady and only reply when you use your credit card company or financial institution to help get involved and then they respond and state how willing they are to help. Simply NOT true!! Does it make sense for me to file a complaint with the Revdex.com and go to the trouble if they would have cooperated and made any kind of an offer to help me as they state in their response to you?? There are numerous complaints on the website about this company and others who were charged and who called to cancel but fell upon deaf ears. If they would have been willing to simply cancel and refund as they stated I would have said absolutely nothing but thank you and moved on. I did not like their product, but my complaint was filed regarding their customer service, ethics and scruples and the fact they would not help me in any way, shape or form to resolve the situation....so I asked you for help. The fact that how many months later they are replying is only another indication of what a Cracker Jack company this is. Go ahead and have them mail me a check as they now seem so willing but I'm not holding my breath..it's been nothing but a fight and I wish I would have read the reviews on their site as well as yours before trying the product...10 or more people can't all be wrong..I think that says it all!

Regards,

Review: I contracted for a 15 day trial of free anti-aging cream and was billed $4.95 for shipping which is what was stated. This showed up on my credit card but 13 days latter I was billed &84.87 for something I did not knowingly agree to!When I contacted the company they said were not a fraud and that I had checked a box that I don't remember having done so. I was told that "I agreed to the terms and conditions when I purchased this online".NOTHING was indicated to me that I owed almost 200% more! I am also concerned that I may be billed for future charges unknown to me.Desired Settlement: I would like my $84.87 credited back to my card and this company reprimanded for processing shady deals!

Business

Response:

Review: I ordered a 'product' from said company by responding to an Internet advertisement by them that was represented as a 'Free Sample' (i.e. pay only the cost of shipping). Today, upon receipt of the credit card statement used for the purchase, I was dismayed to find out that the company had charged my account for both shipping/handling -and- the full retail price of their product!

Attempts to contact the company have not been successful. The published phone number does not appear to be answered/manned at all, and the email website they list is flagged as a 'phishing' website by my provider, leaving me no recourse but the Revdex.com and my credit card company.

My credit card company has temporarily suspended the charge, and indicated to me that the company has been identified as one whose future charges can be blocked, due to a volume of like complaints. Indicating that they believe that, at a minimum, the company's business practices, are suspect.Desired Settlement: Company to stand by its advertisement of a "Free Sample,'' and cease hiding behind the nebulous business practice of 'burying' language defining their real intent of fraudulently hooking people into long-term purchasing contracts without their knowledge. An apology would be nice, but unlikely from people who resort to action that 'could(?)' clearly be labeled as deception in their marketing plan?!

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. As indicated previously, my expectation was nothing more that what was offered. With my blocking any future payment, and the Company "freezing my account" (i.e. not shipping any additional product -or- attempting to bill for same), I'm left with a lesson learned regarding Internet commerce...I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I thank you for your help in resolving this matter.

Regards,

Review: It looks like my complaint is similar to others that I see on this site... "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. " However, I never received any of this so called "product". I tried contacting them but nobody answers the phone or emails. Then I start getting charges on my credit card for 84.87. I filed a complaint with my credit card company and now I am filing a complaint here.Desired Settlement: I want my 4.95 back and I want the charge of 84.87 reversed

Business

Response:

Please see the attached document for our response. March10, 2015ComplaintID: [redacted] We wouldlike to acknowledge receipt of Ms. [redacted]’s complaint and appreciatethis opportunity to address it. Our customers are sent their initial 30-daysupply of NuvaLift to try for the first 14 days without charge. On the 15thday, if the customer has not contacted us, they are automatically billed for theproduct in their possession and enrolled in our NuvaLift Preferred CustomerClub, where they receive a monthly supply every 30 days thereafter. Nowhere onour website do we claim to offer a free sample, sample size, trial size, orfree gift. We offer all customers a trial period to try our full sized product. AtNuvaLift.com we do not hide our Terms and Conditions in small, unreadable textor behind a hyperlink. They are disclosed directly on the ordering website atthe bottom of the page in size 12 font, and are also highlighted in a largewhite box on the second page where the customer inputs their credit cardinformation (please see image on page 2). The customer has to click on “I agreeto the Terms and Conditions” twice before the order is processed. If thecustomer does not “agree” to those terms, the order will not go through. Thiscustomer began her trial on 2/7/15. On 2/22/15, her account was charged for theretail value of NuvaLift, as we did not receive a request to cancel within hertrial period. Prior to contacting us via the Revdex.com, we have no record ofreceiving a call or email from the customer. Shestates the she did not receive the product. The tracking number attached to theproduct she was sent shows it as being delivered. As a courtesy, we would liketo ship the customer a jar of NuvaLift in order for her to try the product, andwe can guarantee that her account has been cancelled. We will send out thatcomplimentary jar upon receiving an email to [email protected] that a suitable resolution has been reached. Customersatisfaction is very important to us, and we are continuously striving tostreamline and perfect the quality of our service. We do stand by our policiesand would like to reiterate that our customers accept the Terms and Conditionstwo separate times before the order is processed. It is also the customer’sresponsibility to contact us within that trial period if they are not satisfiedwith our product. Sincerely,NuvaLiftManagement

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 did not receive their product in the first place so the 'so called' free sample that they offered would technically be them sending me what they charged me for. However, this horrible experience does not give me confidence in this company. I do not wish to do business with a company that does not send a product, charges you for it, and then doesn't respond to my attempts at contacting them. I want a full refund for the product and shipping. Nothing short of that will resolve this matter.

Regards,

Business

Response:

Please see the attached document for our response. March12, 2015ComplaintID: [redacted] Weapologize that Ms. [redacted] is unsatisfied with our response. Thetracking number attached to the product sent to the customer indicates that itwas delivered on 2/12/15. As stated in our Terms and Conditions, we are notresponsible for any delays or mistakes made by the postal service. Becausethe product shows as delivered, we are unable to offer a full refund, howeveras a courtesy we can give the customer a refund of $50.92, which will beprocessed once we receive an email to [redacted] that a suitable resolution has been reached. Weapologize for any misunderstandings. Customer satisfaction is very important tous, and we are continuously striving to perfect and streamline the quality ofour service. However, we do stand by our policies. Sincerely,NuvaLiftManagement

This company should not be allowed to operate in California or any place else. They run a well-engineered scam that really skirts being legit. They offer through online advertising (I came to them through a link on a Walgeens email, and took them to be legitimate) . They offer a trial jar of face cream for $4.90.

I read everything carefully and still missed the "terms and conditions" which state that you will be charges $84.93 unless you cancel - but the terms and conditions are carefully buried. I was on the lookout for this kind of thing and still I missed it. The cream itself is terrible - smells like watered down cold cream and resulted in a breakout. Then I missed that we were being charged this outrageous sum for what was supposed to be a trial sample - because my husband pays the Visa bill. By the time we caught it it was too late for a refund. How many people have fallen into this trap.?

Even if you cannot shut them down, it would be a service to the public to pay them a little visit or analayze the crap they are trying to pass off as face cream.

Review: I ordered a free trial sample of the cream,nuvalift, only agreeing to try the 30 day free sample and pay $4.95 shipping and handling charges which I gave my debit card no. for thie $4.95 charge only! In checking with my bank concerning a charge of $84.87 coming in to be paid l2/l9/2014, tonight, I was informed the charge of $84.87 was from the company, Nuvalift. I contacted this company customer service and was told I could not return the product which had the seal broken and after some heated conversation with another customerr service representative, she gave me a cancellation number so that no more products would be shipped but could not issue a refund but she offered $33.95 for a product that is certainly not enough for 30 days and including the shipping Charges of $4.95 plus $84.87 for a total of $89.82 for the product.My bank has marked this $84.87 charge as dispute and I will be changing my debit card number so as it cannot be used again at my bank's suggestion making it an inconvenience for me not to get another debit card for at least 10 days. Therefore, I am not satisfied with their refund offer as I expect full price of charge of product $84.87 to be sent to me in form of a check. This company has 124 pages that can be printed off on the website of similar complaints as this one I have. We all feel it is a scam and businesss should be shut down!!! Thank you for your concern about this company and the many folks as myself who have had the same dealings as I have just experienced.Desired Settlement: I feel the business, nuvalift should be forced to refund my total charge of $84.87.

Business

Response:

Please see the attached document for our response. January 2, 2015Complaint ID: [redacted] 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, 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 her order on 12/2/14, which was the start date for her trial period. On 12/16/14, when her trial period ended, she was automatically billed for the jar of NuvaLift since we did not receive a request to cancel. On 12/19/14, she called to cancel and was offered a refund of $33.95 because her product was open, which she agreed to. The customer support representative did not request the jar to be sent back to us. On 12/20/14, that refund was processed. In her complaint, the customer states that there is not enough product in the jar for 30 days. Customers are instructed to use a pea-sized portion at least once a day, focusing on the areas they would like to see improvement on. Many customers use NuvaLift in the morning and again at night, and find they have enough for the entire month. We would like to apologize for any misunderstandings and we regret that we cannot offer a full refund because her product is open. As a courtesy, we would like to offer the customer $8.49 to bring her total refund amount to 50% of NuvaLift’s retail value. This refund will be processed once we receive an email at [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. 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 Management

Review: I took a survey for I believe Wal Mart, and it said you will get $50.00 in rewards. I selected Nuva Lift, and they took approx. $88.00 out of my checking account. I paid $4.95 for shipping and handling, and this is how they got my debit card information. I never agreed to their terms, but when I called them to get a refund they said I did agree, and would not offer a FULL refund. I am a senior citizen on a fixed income, and I am mortified that this company would do such a thing. The clerk said she could offer a 70% refund, and I did not agree. Please help me, as this company is harming thousands of individuals, and need to be stopped. This is unethical, and I never gave them permission to withdraw money from my debit card #. I am also going to file with the Attorney General's office. This is utterly blatant robbery! Please help me.Desired Settlement: I WANT A FULL REFUND FOR THE ALMOST $88.00 THEY UNLAWFULLY TOOK OUT OF MY ACCOUNT. I DO NOT WANT ANYTHING ELSE TO DO WITH THIS COMPANY.

Business

Response:

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

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 company continues to be disingenuous in their transactions and communications. For example, if I knew I had 15 days, I would have followed through. To the contrary when they sent the product there was no mention of a 15 day trial. In contrast there was another company offering an e-cigarette and it was clearly mentioned that they would charge a specific fee within an "X" number of days. Nuva lift did not do this, and I still remember the shock when they sneakily withdrew approx. $85.00 from my checking account, and would have continued to do so, If I had not noticed the withdrawal on my account. This company needs to be stopped for their unsavory practices. They are ripping off seniors and anyone else they can. Regards,[redacted]

Business

Response:

December 24, 2014 Complaint ID: [redacted] We would like to apologize again for Ms. [redacted]’s experience with NuvaLift, and would like to take this time to address the issues she brought up in her rejection of our previous letter. She states that she would have followed through if she had known about the trial period. We understand this, however the details of the14-day trial period are stated in two separate places on our checkout page. By clicking “I agree” on the checkout page, the customer is agreeing to the Terms and Conditions. We are not responsible if the customer does not actually read those Terms and Conditions. In the event that the customer does not read the Terms and Conditions, it states that the customer will be charged $84.87 after 14 days unless they call to cancel directly underneath where they input their credit card information. Since we do operate on a subscription service, we have no way of knowing if the customer is unhappy with our product unless they contact us, as this customer did. We do apologize for any misunderstandings. However, as this customer’s account has been previously cancelled and refunded, and she did not need to return our product, we are unable to offer more of a refund. Customer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our service. However, we do stand by our policies and would like to reiterate that our customers accept the Terms and Conditions two separate times before the order is processed. Sincerely, NuvaLift Management

Review: Recently I received a request to fill out a survey and receive two free gifts. I saw that the survey requests were from reputable stores such as Walmart and Amazon. I filled out the survey and was directed to a sight to choose two free gifts out of 5 (maybe 6) listed. From these choices was an anti aging cream that offered an amount to me free if I paid postage. I agreed to this offer and paid for postage with my debit card.

I made this choice at the web site for NuvaLift . I did see that there were conditions about a 14 day trail period but did not think that it pertained to my choice as I was attempting to redeem a free gift offer after completing a survey.

The bait here is an offer of a free gift if I completed a survey. The survey seemed to be for reputable companies who in retrospect had little to nothing to do with NuvaLift .

This alone should have been suspect enough but I believed the worst I would pay was a shipping charge (4.95) and not have received a package.

What I got was a 85.00 dollar charge for what seems to me to be a small container of product that arrived to my house. Let me reiterate that I thought what I received was a free product.

NuvaLift seems to be ready for this kind of complaint as all I got from the Customer Service rep was a reminder that my agreement was a legally binding one.

I made no agreement besides the free offer from NuvaLiftDesired Settlement: I want the charge removed.

Business

Response:

Please see the attached document for our response.

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.

[This company uses subterfuge. It begins a process where customers, coming from a web site that offers free items and services, are offered a TRAIL product for a shipping cost. A customer can certainly be unaware that the terms involve an additional charge, if the product is not returned, especially if they have the mindset that they have been offered some thing free by filling out a survey. The terms were also not printed on a receipt that came with the product. Nutralift has ways to find fault with their customers; they make it sound as if they can't help the redirect that happens from a web site (where items and services are offered for free)to their web site. There is no warning that the terms have changed after the customer chooses a free trail of their product. To them it's like the offer didn't happen. They can't help how I got to their web site. It's if they're the victims. I also notice that they show what is on their web site but not what the web page before has listed as being offered for free.Also, my complaint was treated as if I didn't understand what was happening. As if I was too dumb to understand why I should be happy!It's a scam! Further investigation on the internet leads to many complaints from other "customers", including the product causing a skin rash! Nutralift deducted 85.00 dollars from my account at a time where we could all use the money. This was the cause of my rudeness. May I also mention that the Customer Service Representative who answered my call was completely intransigent and attempted to inform me of the benefits of the product. This is like a burglar reasoning with his or her victim that they should be grateful because he rubbed his shoes on the welcome mat before coming in to his home to rob him.Right now I have a voice mail where a representative from NutraLift left a phone number requesting I call her. I'll bet that her concern is the fact that they couldn't take the NEXT 85.00 charge for a 4 oz. portion of mud from my checking account because my debit card wouldn't accept the charge. The reason the charge wasn't accepted was that I had to "Hot Card" that debit card in fear that they wouldn't cancel my "account" and would charge me again. I'll also wager that they will blame me for not cancelling it because they had to hang up on me because I was rude. I wish anyone alot of luck dealing with these conmen (or women). The amount of canned responses from Nutralift that are listed on the San Diego Revdex.com complaints page for Nutralift is enough to convince me that dealing with Nutralift is a misleading and frustrating venture. Thank You, Revdex.com of San Diego for being available and for your time devoted to this issue.]

Regards,

[redacted] A [redacted]

Business

Response:

December 24, 2014 Complaint ID: [redacted] We would like to apologize again for Mr. [redacted]’s experience with NuvaLift, and would like to take this time to address the issues he brought up in his rejection of our previous letter. The customer mentions that there is “no warning that the terms have changed after the customer chooses a free trial of their product.” Our Terms and Conditions remain the same during and after the trial period, and customers who find us through surveys or third party websites are presented with the same Terms and Conditions as customer who come to our website on their own. Additionally, all customers are shown the checkout page we previously included before they are able to place their order, where they must agree to the Terms and Conditions before the order is placed. I apologize that the customer feels I was being patronizing. My intention was to be thorough in my explanation of our services and of the situation, not condescending. He mentions that he has a voicemail requesting that he call us. This was because we attempted to contact him to come to a suitable resolution regarding his refund. We are unable to process any kind of refund without speaking to the customer and getting their approval. As stated earlier, his account was cancelled when he called on 12/2/14, which prevented further charges or shipments. We request that the customer call us at (877) 759-7349 regarding his refund. Our hours of operation are from Mon-Fri between 8am-4pm PST, and on Saturdays from 8am-12pm PST. 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

Review: Ordered a "free trail, pay shipping only" of the Nuvalift product for wife via a rewards web-site.

Paid initial shipping fee, no problem. 3 weeks later, DESPITE having emailed company to cancel within the 14-day period, a charge appeared on credit card for full price $84.87.

HERE'S THE WORSE PART....

My wife tried the product & it left a significant skin burn on her face that took 10 days to heal. THIS PRODUCT IS DANGEROUS!Desired Settlement: Will be reporting this product to as many consumer safety sites I can find.

THIS PRODUCT BURNED MY WIFE'S SKIN.

Business

Response:

October 27, 2014

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 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.

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, as well as on the invoice received with the product. This customer states that he emailed on 9/17/14, however we have no email from the customer, aside from the one he sent to us on 10/13/14.

At NuvaLift.com, we do not hide our Terms and Conditions in small, unreadable text or behind a [redacted] 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.

We have several ways of marketing our product online, but all customers are redirected to our website to place an order and review the Terms and Conditions, regardless of the site they were on before. Our product can only be bought on our website, which explains the 14-day trial period clearly on the check-out screen (please see inserted image on page 2).

This customer placed his order on 9/11/14, and that was when he paid the initial $4.95 for shipping. This was also the start of his 14-day trial period. The first contact we received from the customer was on 10/13/14, after his trial period ended on 9/25/14; all of our calls are time and date stamped. During that call, the customer’s account was cancelled and he was provided with a cancellation number. Our Customer Service Representative also explained the Terms and Conditions to him. While the customer requested to speak with a supervisor, he did not at that time request a refund for the product.

We apologize for this misunderstanding and in addition are very sorry for his wife’s bad reaction to NuvaLift. It is a very uncommon occurrence. We are willing to refund the customer the full $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

Review: I ordered NuvaLift and agreed to pay $4.95; however when my credit card statement arrived, it had a $4.95 charge in addition to an $84.87 charge. When I called the company, the lady who answered the phone could not help with a credit. The supervisor whom I requested to be connected was even worse. She insulted me by saying she was sorry I could not read and understand the terms and conditions statement and REFUSED to credit my account. She threw several other critical comments like I guess you are using the product anyway etc. I told her I am using the "free sample" I purchased for $4.95. The woman then offered to provide a 40% refund and when I said I wanted to pursue getting a full refund she sharply informed me that if I did not take the 40% immediately, the offer would be revoked. I of course took the offer but then proceeded with my credit card company requesting help with this unethical company. Interestingly, there is NO product ingredients on the jar of anti aging cream that you would see on most other similar products.Desired Settlement: I want the full $84.87 charge credited to my credit card

Business

Response:

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 their order 8/22/14. 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, 9/5/14, when the trial period ended. Unfortunately, the customer did not contact us to cancel their subscription until 8/16/14. The subscription was canceled at his time, but they were not eligible for a refund because the charge was in accordance with the Terms and Conditions agreed to upon placing their order. Please see the inserted checkout screen on page 2, which provides all informaiton the customer needs to make an informed purchasing decision.

Out of courtesy, our supervisor offered this customer a 40% refund, in the amount of $33.95, for the product in her possession. In regards to the customer stating that we forced her into agreeing to this settlement, our superisor was merely explaining to her the process of filing a chargeback with her bank. When this happens, the bank becomes her representative and we are not allowed to issue a refund directly to the customer. Additionally, I have attached a scanned image of the box our poduct is sent out in, which does state all of the ingredients in our product.

We apologize for the misunderstanding, however feel there is nothing more we can do at this point. We stand by our policies and would like to reiterate that our customers accept the terms and conditions two separate times before their order is processed.

Sincerely,

Nuvalift Management

Review: I found this product advertised on facebook about [redacted] skin secret, I click on it and decided I would like to try this trial size they advertised for $4.95 with free shipping ,I was at work I did not have my card info with me so I called my husband and I ordered, I even was telling my sister and we order her's the next day at her house, I do remember approximately the last of March 2014 or early April, my card was charged on the bill April 9th 2014, when I ordered there was definitely not a box that was there that say cancel in 15 days to enroll or you will be charged $84.87, because I only wanted to try that small bottle, I never would have ordered this. I was charged on my credit card bill the $4.95 and he $84.87 when I looked at the statement the other day. I spoke to them and they said I enrolled, and I told her that is not so! She stated if you ordered from a third party we are not responsible, and I told her that when I clicked on the ad it was your website but that box was NOT there, speaking of 15 days to cancel. My sister said the same thing. This company have scammed me as a consumer because when I ordered it says only so many bottles left, we both saw this together. This is not right , that lady gave me a cancellation number, but I never enrolled in this. This need to be stopped, because they took money from me and I only have a very small bottle of cream for the $4.95 and why are they taking $84.87 from me? I am a law abiding citizen I work for the police department for 10 years now and I am telling the truth about this situation. I notified my credit card company for a dispute as well, please if you can find out why this is going on, Thank you so muchDesired Settlement: Make sure that this does not happen to anyone else and credit my account back because I only have this tiny bottle of cream

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 4/9/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 4/23/14, when the trial period ended.

[redacted] 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. Because [redacted] filed a chargeback against our company, this matter is currently out of our hands.

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,

Apparently this was a scam because I originally found this product posted in facebook, I clicked on it and sent off the the trial size cream for $4.95 shipping and handling, there was nothing there letting me know about you will have to

cancel a subscription in 14 days or you will be billed $84 dollars for a membership, my sister saw the same thing and I don't know what happened but this was not showing when I bought that product, now they want me to pay for something that is no use to me. I got the cream and used it but that should have been the end of it because if I had seen a paragraph letting me know to cancel I would not have even ordered I just wanted to try the product. I can read and

clearly have and understanding about things but I was not aware of this type of advertisement at all and I refuse to pay these people for something I do not have, and I will also notifiy all credit bureaus as well. I am sorry about this mishap

but to fight a person about $84 dollars for a membership and you get only a small one ounce box of cream that was paid for is Crazy. I have already been refunded my money from my credit card and this company did not respond in the

dispute with my credit card and I am satified, they cannot rebill the card either because of their neglect to respond in all of this.

Consumer

Response:

To bureau I am contesting this company because there was nothing there stating that you have to cancel in 14 days, I ordered the trial size for $4.95 when I saw it advertised on facebook and this is probably where the catch is, I have a witness my sister because this was done in her presence as well. I clearly can read and this was not advertised, I refuse to pay for nothing $84.00, this is terrible to try to collect money for something for nothing. I had no problem with the trial size I bought but this $84.00 charge is ridiculous because there was nothing for me to cancel. I will also notify all of the major credit bureaus as well. I have always been a law abiding citizen and will stand my ground in this situation.

Review: Nuva lift has an offer for a free trial jar of their cream. when you go to order it, their advertising indicates just paying for the shipping ($4.95) once you enter your credit card info, there is a section that appears telling you their terms and conditions which indicate that you, as the customer, will be charged $84.85 unless you cancel the order. The ad says to "call customer service" to cancel in order not to be charged the $84.85. I tried to call to cancel but they were closed at the time, so I sent an email cancelling. I had no intention of spending $84.85 for a 1 ounce jar of face cream. I was charged the $84.85. I sent customer service an email and a supervisor called me informing me that since I did not "call" them to cancel, they were within their rights NOT to give me refund because their ad says "call" and since I didnt' call to cancel they do not have to honor my request for a refund. They did, however, cancel the ongoing orders.

The caller ID tel # of the supervisor who returned my call was ###-###-####

I told them that their advertising is misleading and that it was not convenient for me to call during their business hours so I notified them by email. By insisting the notification be by telephone specifically is misleading because to charge someone money for something unless they cancel it is wrong and even though there is a long "terms and conditions", most people don't actually take the time to read the whole thing which is what they count on and although it may be legal, it is still misleading and just plain "not nice"

The customer service supervisor told me "to have a nice day" but was not responsive to returning my money.Desired Settlement: I would like to be refunded the money they charged me.

$84.85

Business

Response:

Specifically, this customer placed their order on 12/10/13. 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, 12/24/13, when the trial period ended.

[redacted] contacted our company on 2/10/14 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: Ordered this product on which advertised a 14 day trial period. Received product on 4/18. Discovered a charge of $84.87 to my bank account on 5/13. When contacted the company they stated the product trial period was over. and I had not checked a box to not be charged a fee. No where did I see any place where I would be charged a fee. I had to call back a number of time as they wouldn't listen to me and just said I owed the money. They did say I could get back half the money if I returned the product. When calling back and they immediately knew who I was. I then went to this site to file a complaint and see others have done the same and that some had even additional fees of $84.87 being taken out. I then called them back again and of course they knew who I was and I demanded my account be terminated and no other fees be taken out. I also asked again for the my money to be put back in my account. They hung up on me. I now feel like I need to cancel my bank card and get a new one as I don't want anymore fees being taken out. This is such a nightmare and I feel so helpless.Desired Settlement: I am looking for a refund of $84.87 debited to my account. In addition, I think I should be due something for all the time and aggravation caused by an inferior customer service department. Please make certain that this incident is recorded.....NuvaLift should be thrown out of business.....false advertising. Proclaim a 15 day trial period which in actuality resulting in less than that and they never say they are going to bill you for $84.87. This is just so wrong to do to people.

Business

Response:

Review: Nuvalift offered a 14 day free trial of the product. I received the product and in only 8 days after I received the product they charged my card for another month. I was going to cancel the product because we did not like it. I called them and they said that it stated in the agreement that the 14 day trial starts when I place the order. I think that this is misleading and if a person gets a 14 day trial that they should have a full 14 days to use the product. Therefore I think that I should be due a full refund for canceling the product.Desired Settlement: I would like a full refund and an apology from the company. I think they should be made to honor whatever trial period they state on the website and the trial period should start on the customer receiving the product. After a product cannot be trialed while it is being shipped.

Business

Response:

Complaint ID: [redacted]

We would like to acknowledge receipt of Mr. Brian Marsh’s complaint, on behalf of his wife [redacted] and appreciate this opportunity to address it. Our customers are sent their first full 30-day supply of NuvaLift to try for the first 14-days without charge. On the 15th day, if the customer has not contacted us, they are automatically billed for the product in their possession and enrolled in our NuvaLift Preferred Customer Club, where they receive a monthly supply every 30 days thereafter. Nowhere on our website do we claim to offer a free sample, only a trial period to try our product.

If the customer wishes to cancel, our Customer Service Team is reachable both by phone at (877) 759-7349, and email at [email protected]. The phone number is listed on www.nuvalift.com, and the invoice received with the product.

At NuvaLift.com, we do not hide our Terms and Conditions in small, unreadable text or behind a hyperlink. They are disclosed directly on the ordering website, at the bottom of the page in size 12 font, and also highlighted in a large white box on the second page where the customer inputs their card information. The customer has to click “I agree to the Terms and Conditions” twice before the order is processed. If the customer does not “agree” to those terms, the order will not go through.

This customer placed their order through our website on 9/25/14. This is when they initial $4.95 for shipping, and also marks the start of the 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 10/9/14, when the trial period ended. Unfortunately, the customer did not contact us until 9/29/14, therefore we were unaware she was dissatisfied with the product. We honored the customers request to cancel on 10/10/14, but she was not not eligible for a refund because the charge was in accordance with the Terms and Conditions, which were agreed to upon placing the order. In order to apologize for the misunderstanding, we offered this customer a 20% refund, to which he agreed. This refund shows as being processed in our system.

On page 2, we have inserted the checkout page for our product, which is presented on our website. NuvaLift is only available for purchase from our website. I assure you that we do not try to hide any information from our customers, and present the Terms and Conditions in two separate places on the checkout page so that the customer is able to make an informed purhasing decision. It is very clearly stated that the trial period begins on the day the order is placed, not the day that the customer receives the package.

We apologize for this misunderstanding, and are willing to refund the remaining 80% of the purchase price, upon email confirmation to [email protected] that a resolution has been reached. However, we stand by our policies and would like to reiterate that our customers accept the terms and conditions two separate times before the order is processed.

Sincerely,

Nuvalift Management

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: Advertisement for free sample of face cream only paying for shipping/handling of $4.95. Charged $84.87 unauthorized.Desired Settlement: Apology and refund of unauthorized charge.

Business

Response:

February26, 2015ComplaintID: [redacted] We wouldlike to acknowledge receipt of Ms. [redacted]’s complaint and appreciatethis opportunity to address it. Our customers are sent their initial 30-daysupply of NuvaLift to try for the first 14 days without charge. On the 15thday, if the customer has not contacted us, they are automatically billed for theproduct in their possession and enrolled in our NuvaLift Preferred CustomerClub, where they receive a monthly supply every 30 days thereafter. Nowhere onour website do we claim to offer a free sample, sample size, trial size, orfree gift. We offer all customers a trial period to try our full sized product. AtNuvaLift.com we do not hide our Terms and Conditions in small, unreadable textor behind a hyperlink. They are disclosed directly on the ordering website atthe bottom of the page in size 12 font, and are also highlighted in a largewhite box on the second page where the customer inputs their credit cardinformation (please see image on page 2). The customer has to click on “I agreeto the Terms and Conditions” twice before the order is processed. If thecustomer does not “agree” to those terms, the order will not go through. Thiscustomer began her trial period on 1/31/15, which was when she paid $4.95 forshipping and handling. We did not receive a request to cancel within that trialperiod and so on 2/14/15, her account was charged the retail value of NuvaLift,$84.87. On2/16/15, the customer called regarding the charge. Her account was cancelledand the Customer Support Representative explained our Terms and Conditions. Wedo not accept returned products outside of the trial period, however we didoffer the customer a courtesy refund of $25.46 without needing that productback. The customer declined this and spoke with a supervisor who went over theTerms and Conditions again. We willstill honor that refund of $25.46, which will be processed once we receive anemail to [redacted] that a suitable resolutionhas 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

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.

There is a version of the scenario that the company failed to include in their response. I DID make a phone call to Nuvalife on 2/12. I talked to a male representative and clearly asked for whatever I had supposedly agreed to, to be canceled for two reasons; 1) I had read many complaints customers had filed with the Revdex.com stating exactly what the company says I agreed to. And 2) Since I had been using the cream I had some changes to my skin and since my skin is very sensitive decided to stop using the product. To continue with what was said to me when I explained that I had called and spoken to a gentleman about canceling, [redacted] said she needed to check to see if I had indeed called since I didn't know the name of the person I spoke with. When she called me back I was told that there was no record of my call and that the only male that works in that center was off on the day I called. Sounded to me as if I was politely being called a liar. To resolve my complaint I request that the company apologize to me for the offensive manner in which I was treated, completely cancel any/all agreements that I "suppossedly" agreed to and lastly, be provided a full refund in the amount of $84.87 which was charged to my account on 2/15.

Totally rip-off! Company should be out of business, and the customer service SUCKS! The that it was a "free" offer from CVS aggravates me more...will not be shopping at CVS in the future either....

Review: I ordered a free trial for Nuva Lift Anti Aging Complex for $4.95, which they took out of my account. The ad was placed on face book and it said as seen on **. **, Nuva Lift better than Botox,for under $5.00, something along those lines. Then on October 15,2013, they took an additional $84.87 out of my account, the so called free trial was suppose to be up on October 19,2013. I called the company, canceled the so called membership and wanted my $84.87 put back into my account, the supervisor said he could only put in $25.00 and they keep $59.87 (for the $4.95 small jar they originally sent me) So, it was never said on their ad that the $4.95 small jar, would cost $84.87 Below you will find what I copied during the sales transaction, and as you can see the trial started Oct.5th, and 14 days from that date would have been Oct.19th. And the second problem, if I had known it would cost $84.87, I never would have purchased it. This is false advertisement and consumer rip off. I was told I could have gotten my money back if I had not opened the jar, how is that a free trial, if one cannot even try the product. Also, the product is not worth that outrageous price and I never would have gone for their free trial, if that valuable information would have been told.I hope you can help me out, I cannot afford to be ripped off, I work very, very hard for my money, hence why I was interested in the deal for $4.95.Sincerely,[redacted]Product CTA NuvaLift Thank You For ChoosingNuvaLift Anti-AgingYou are receiving a full month's supply of NuvaLift to try out for 15 days on: October 05, 2013Please contact us to extend your trial if your package doesn't arrive by: October 08, 2013Please write down this order number:[redacted]This transaction will show on your statement as:NuvaLift.COMSkuProductQtyPriceSubtotalNL-01NuvaLift Anti-Aging 15 Day Trial (4.95)NuvaLift Anti-Aging 15 Day Trial (4.95)1$0.00$0.00Sub-Total: $0.00Shipping and Handling: $4.95Total: $4.95Desired Settlement: I want my complete refund please. They misrepresented the price, also used the good name of [redacted] in their ad, knowing people would trust the name of [redacted] and also took money out of my account without my knowledge. I am not in the habit of buying face cream, for that outrageous amount and if I ever do, I sure would like to know about it.

Business

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 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. The customer mentions in her complaint that she placed the order through Facebook. While we do advertise on many websites, including Facebook, all customers are redirected to our secure website to place their order. This is also where they are presented with the Terms and Conditions. We do not hide our Terms and Conditions in small, unreadable text or behind a hyperlink. They are disclosed directly on the ordering website at the bottom of the page in size 12 font, and are also highlighted in a large white box on the second page where the customer inputs their card information (please see image on page 2). The customer has to click “I agree to the Terms and Conditions” twice before the order is processed. If the customer does not “agree” to those terms, the order will not go through. This customer placed her order on 9/30/13. 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. The customer states her trial period began on 10/5/13, which may have been when she received the product. Because shipping times can vary, the trial starts when the customer first places the order, not when it arrives in the mail. 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 her possession on the 15th day, 10/16/13. This was also the day she called to cancel and requested a refund. Unfortunately, because the product was used, we were unable to offer her a full refund, as we cannot resell a used item. Our Customer Support Representative was willing to work with the customer and offer her a refund without returning the product. The retail price of NuvaLift is $84.87, and the customer was able to keep it for only $59.41. We apologize for the misunderstanding, and willing to refund of $59.41 upon email confirmation to [email protected] that a resolution has been reached. Customer satisfaction is very important to us, and we are continuously striving to perfect and streamline 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

Review: I won a jar of this creme from taking a survey from Amazon.com. I received the item and used it for the amount of time...there was NO change in my skin like they say there would be! Then they sent me another jar, which I did not order. I disputed it with my Credit Card Co., but according to them, when I checked the BOX for to pay the shipping charges ($4.95), the company said I authorized them to mail me another bottle every 30 days for $84.87 per bottle (of stuff that doesn't work)! I also mailed the creme back and told them I didn't want it and it didn't work. They told my Credit Card Co. that it was mine and I had to pay and mailed it back to me. So now I have a jar of $84.87 face creme that doesn't work. I authorized the Credit Card Co. to cancel all future orders. Also, on the packing list/invoice that I received in the mail, there was NO breakdown or price of $84.87 on it - it was blank, so I had no idea the price until I checked with my Credit Card Co.Desired Settlement: I ultimately would like a full refund of the $84.87, BUT I doubt that will happen. Mainly I just want the Revdex.com to have this complaint of a company who's product that does not work and company that does not show billing prices or let you return for a refund!

Thank you!

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

5/9/14. 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 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, 5/23/14, when the trial period ended. The customer did not contact

our company until 7/16/14 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, we did offer to ship out a

complimentary jar at that time, which the customer accepted.

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 second complimentary bottle of

NuvaLift to [redacted] if she is interested.

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 received the supposed offer for taking a survey with Amazon.com (this was a FREE GIFT from Amazon.com) (a bottle of facial creme). I checked the box and gave my credit card number to pay for shipping only! I received the sample and at that time there was only a packing list with nothing about any cancellation of further products to be shipped to me. Upon receipt of the second product (facial creme) on June 27, 2014, I immediately returned it to Nuvalift on June 27, 2014 and it was delivered via US Postal Service on June 30, 2014

(tracking #: [redacted]. With the return of this product, I also (cancelled in that I said I did not want this product, nor did I order it nor did I want any more of it shipped to me). I then notified my credit card company to dispute the charge (I found out the charge of this product was $84.87 when I disputed it with my credit card company, because again, when they shipped me the second jar of face creme, there was NO invoice enclosed showing the price of $84.87. In the course of the next few weeks, I talked and emailed with my credit card company. They told me that when I checked the ONE box to pay for the shipping, I agreed to their terms and conditions. For Nuvalift to say I did not contact or cancel with them until July 16, 2104 to cancel is FALSE...I have the USPS date and tracking number (see above) of June 30, 2014! I returned and cancelled and asked for a full refund of this product on that date! My credit card company then notified me that since I checked the one box to pay for shipping, that a greed to their terms and conditions (I never checked two boxes)! I also want to say that this product does not work! And as to Nuvalift's offer to send me another jar of this product for free, the answer to that is NO! I am still asking for a full refund of my $84.87, but actually do not expect it, but I wanted to let other people know (via the Revdex.com) that this product does not work, this company does not invoice properly nor do they represent their terms and conditions on their invoices/packing slips. And for the record, the second jar of creme that they shipped to me was NOT complimentary; it was the one that I shipped back to them for a full refund. According to my credit card company, this is what they said they had to do...give me my product back and I had to pay the $84.87 for this product. Thank you to the San Diego Revdex.com for your help!

Review: I ordered a trial sample and was required to only pay $4.95 for shipping and handling. There was NO mention of a full-price charge after 14 days ( which is for a "30-day trial supply"). I am now charged for the full price of the sample without prior notification from the company. The company definitely failed to disclose all terms and conditions of the trial sample. I have not yet begun to try to obtain a refund. That is my next step.As it is, I have also not yet opened this product, which advertised "30-day supply; 14-day trial, No commitments, Cancel anytime!"Desired Settlement: I am happy to keep this trial for the $4.95, to which I agreed.I want the charge of over $80 on my VISA card removed immediately, and I want the company to remove my information from their records and to close this case, this order.

Consumer

Response:

Thank you . I phoned NuvaLift this morning and canceled all future transactions. The woman who answered was a bit snippy, and she quickly offered me a deal, which I declined. She likely works on commission, poor dear. But because I was one of their dupes, I can't be too harsh.Anyway, she said she had canceled my future orders and charges to my VISA card, and I hope it's closed. If I have more problems, you can be sure you will hear from me.Thank you....[redacted], 01 Dec 2014