NuvaLift

Review: Advertising to receive a free trial product of face cream from Nuvalift. But later they charged the trial product ,moreover they charged every month

without any information/document.

Business

Response:

November 21, 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 or a trial product, 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 8/20/14. 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 her possession on 9/3/14.

Unfortunately, the customer did not contact us until 11/6/14, after she had been sent two additional products, one in October and one in November. When she spoke to our Customer Support Representative, her account was cancelled and she was provided with a cancellation number. This prevented any further shipments or billings.

The Customer Support Representative also was able to waive the restocking fee and offered the customer a full refund of $84.87 for two sealed products. Both refunds were processed on 11/11/14, when our shipping department received the returned package. On 11/12/14, the customer called to inquire about her refunds. She was told they had been processed the day before and that it usually takes 3-5 business days for the amount to show back into the account.

We apologize for any misunderstandings. 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 received an e-mail with the heading free $25.00[redacted] gift card so I thought the e-mail was from [redacted] so I opened. There was a list of things you could get free for paying the postage. I ordered the anti-aging cream which was supposed to be $4.95 shipping. Of course they were all outof [redacted] gift cards. When I get the product I red all the literature that came with it and it said nothing about cancelling with in a certain time or I would be charged an additional $84.87.They charged my [redacted] an additional 84.87 formy free bottle of anti-aging cream.I am on a fixed income and can not afford that. Theytry to tell me it was on their website, but I didn't see it or I would not of ordered.Desired Settlement: That those scammers be shut down before they rip off a lot of other unsuspecting people.

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 9/6/14. This is when they paid the initial $4.95 for shipping, and it also 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, 9/20/14, when the trial period ended. Unfortunately, the customer did not contact us until 10/6/14, therefore we were unaware she was dissatisfied with the product. The subscription was canceled at this time, but the customer 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. Our representative offered to walk the customer through our website to help her understand the charge, however she denied this.

We also offered her a 60% refund, totalling $50.92, to apologize for the misunderstanding, but the customer denied this offer as well. We would have been more than happy to process a full refund if Ms. [redacted] had been able to return an unopened bottle, but since she had already used a portion of the product, the representative was not authorized to offer a full refund.

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 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,

If the last paragraph of this letter from Nuvalift is true I will accept the $84.87. It is hard to believe anything that they say. The e-mail that I received says from [redacted]. However all that is left of the e-mail is from: [redacted]

Subject: Claim y our $25 [redacted] gift card.The ads for the free things you can order for just paying the postage are mysteriously gone. They should not be using [redacted]'s name like that and giving [redacted] a bad name. Ihave read a nuber of complaints on line about this Nuvalift company after I was scammed and I thjink they should be put out of busness. When I try to forward this e-mail to you my computer wil not forward it, but says that it is spam.

Review: I took advantage of trail offer for shipping only the false ad failed to disclose in body of ad the actual program you had to read the small print by clicking terms and conditions ' this is a form of false advertising and take advantage of the people who actually try to trust one another but this company plays the odds that we are trusting them and they take advantage of the situation and charge an additional $85.87 per month if you do not cancel. Very miss leading and not at all honest. I been in business for 45 years and I trust my customers and they trust us. This company is going to fail within the year . To many negative results .Desired Settlement: I would like a refund and my data removed from their system.

Business

Response:

December 22, 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, 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 11/17/14, and this was the date her 14-day trial began. When we did not hear from her, her account was automatically charged on 12/1/14 for the product she had. The customer called us on 12/9/14 about the charge and our Customer Support Representative reviewed the Terms and Conditions and cancelled the account. Since the customer did not request a refund for her opened product, none was offered to her, however our Customer Support Representative sent out a complimentary jar for the misunderstanding. We regret that the customer is dissatisfied with our service and we apologize that we cannot offer a refund, since she received two jars of NuvaLift Anti-Aging Complex for the price of one. 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 Mangement

Review: Got an email from [redacted] stating that if I took I brief survey I would be entitled to a "free gift" I took the survey and was redirected to the prizes. I chose the nuvalift creme and paid a small fee to ship $5 or so. This was back in November, I just checked my [redacted] acct and it was debited for $84.87 and I just got another bottle of this nuvalift in the mail. I contacted the company and they said because I didnt return the free bottle of the product after 14 days im automatically getting billed and sent new products. Total scam, I requested a refund and they said when they got there product back they would look into a partial refund, unacceptable. Im also filing a fraud complaint with my bank [redacted]. I am also filing a complaint against [redacted] for the deceptive advertising practiceDesired Settlement: Want $84.87 put back into my checking acct, I returned their product today

Business

Response:

Please see the attached document for our response. January 13, 2015Complaint ID: [redacted] We would like to acknowledge receipt of Mr. [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, 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 his order on 11/6/14, and this was the start of his trial period. On 11/20/14, after not hearing from the customer to cancel his order, he was charged for the full price of the product he received and enrolled in the NuvaLift Preferred Customers Club, our monthly subscription program. On 12/20/14, the customer was billed for and shipped a second jar of NuvaLift. We first heard from the him on 12/26/14. During this call, we cancelled the customer’s account to prevent further billings and explained our trial period. When the customer requested to speak with a supervisor and get a refund for both products, he was transferred. Our supervisor attempted to find a suitable resolution, however none was reached during this call. On 12/26/14, our supervisor attempted to contact the customer again, but was unable to reach him or leave a voicemail. We received one sealed product and one opened product from the customer on 12/31/14. After receiving these products, we called and emailed the customer, but were not able to reach him. We apologize for any miscommunication and would like to offer the customer a refund of $72.14 for the sealed product and $42.44 for the open product. These refunds will be processed upon receiving an email to [email protected] that a resolution has been reached. Customer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our service. 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 have been trying to cancel my purchases for more than 3 months now. I have called the toll-free number tens of times over the past many weeks, during their stated business hours, and I have never reached a person on this phone line. Because of this, I have not been able to cancel the orders, and every month a new jar of lotion arrives, and another withdrawal appears on my debit card. This is incredibly frustrating, because I have no recourse.Desired Settlement: I want to send back 2 jars of lotion (unopened), and I know another one will arrive very soon, making it 3 jars that need to be returned and credited back to my account. The two current jars are $42.44 each, for a total refund due of $84.88. If another is charged to my account the total will be $127.32.

I would like this refund immediately, however, and am concerned that if I have to send back the jars of lotion that they will claim that they have not been received, further delaying the refund process...

Additionally, I want my account closed and for no more jars to be sent to me and no more withdrawn from my bank account.

Business

Response:

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

At Nuvalift.com every customer is given the right to try his or her first 30-day supply of NuvaLiftwithout charge for

the first 14 days. After the 14-day trial period, if the customer is dissatisfied with the product they are to contact our

Customer Support Team via email or phone to request cancelation. If the customer keeps

their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day

and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly

supply every 30 days thereafter.

The customer has the ability to cancel at anytime by calling our Customer Support Team or

emailing [email protected]. If a customer needs to contact customer

service, the phone number is listed on www.nuvalift.com, the

pamphlet they receive with their product. The terms are disclosed clearly

on www.nuvalift.com where the customer ordered their product. The

customer also has to click "I agree to the terms and conditions"

twice before the order is processed. If the customer does not "agree"

to the terms, the order will not process. The terms and conditions are

disclosed directly on the ordering website, not only on the bottom of the first

page, but also highlighted in a large white box on the second page where the

customer inputs their card information.

Specifically,

this customer placed their order on 3/15/14.

This is when they paid the initial $4.95 for shipping, and marks the start of

their 14-day trial period. Since we did not receive a request to cancel and/or

a returned product during the allotted trial period, the customer was charged

for the full-month’s supply on the 15th day, 3/29/14,

when the trial period ended. The customer contacted our customer support on

3/31/14 stating the price was too high for her, but she loved the product. On that day,

the customer agreed to stay on subscription at the discounted price of 50% off. Additionally,

we mailed a complimentary jar to Ms. Sam on 5/8/14. to cancel their subscription. The

customer called us again on 8/25/14 demanding a full refund for the bottles she

had received in July and August. The subscription was canceled but they were

not issued a refund because the customer agreed to continue with the

subscription on 3/31/14. Additionally, we would like to point out that the only

way a customer can receive our product at the discounted price of 50% off is if

a Customer Service Representative personally speaks with the customer and is

granted permission to make this change to their account.

The customer states she has tried to contact our support team

for 3 months to cancel, but has been unable to reach us. Our website clearly

states we are open Monday-Friday 8am-4pm PST, and Saturday 8am-12pm PST. We

have been open during all of these business hours during the last 3 months,

therefore we do not see any reason why the customer wouldn’t have been able to

reach our support team.

We apologize for the misunderstanding, and are willing to refund one charge of $42.44

upon email confirmation to [email protected] that a resolution has been reached.

However, we stand by our policies and would like to reiterate that our

customers accept the terms and conditions two separate times before the order

is processed.

Sincerely,

Nuvalift Management

Review: I ordered a trial for $4.95. Most skincare trials are smaller size trial versions of the product, which is what I expected and what the advertising seemed to elude to. I didn't realize until AFTER the product arrived at my home on March 3rd that Nuvalift intended to charge my credit card for a subscription unless I took further action. The order was placed on 2/26 (after hours) and shipped on 2/27. I called today to make sure my card was not charged and everything was cancelled in accordance to the "15 day trial" listed on the packing slip.

The customer service rep informed me that they started counting from the day the order is placed for the 15-day trial, and that I had missed the cut off by a day. They could not issue me a refund - no exceptions - even after talking with a supervisor. The reason was 'because the product had been opened.' I'm sorry - it's a TRIAL!

Then I challenged their flyer which says "30-Day Guarantee: We have a 30-day guarantee return policy on all shipments. IN the event that you are not satisfied with the product, call to reuest a Return Merchandise Authorization (RMA) number. Then simply return the unused portion of the product within 30 days from the date that the product was originally shipped to you for a FULL refund, once NuvaLift receives the product. Please note that NuvaLift is not responsible for the cost of return postage." The customer service rep did not know the term "RMA number" and refused to believe that this was a flyer that they produced, so I had to take a picture of it and send it to [email protected]. The response - "Unfortunately, we are unable to refund you due to the product being open." I again challenged the "unused portion of product statement" and asked for an RMA number.

No resolution. I am not at all happy with the business practices of this company and hope that others beware before falling subject to this as well.Desired Settlement: I am requesting refund in the amount of $84.87 which was charged to my credit card.

I will be happy to return the unused portion of the product, if NuvaLift provides me with instructions on how to do so.

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 2/26/14. This is when they paid the

initial $4.95 for shipping, and marks the start of their 14-day trial period.

Since we did not receive a request to cancel and/or a returned product during

the allotted trial period, the customer was charged for the full-month’s supply

on the 15th day, 3/12/14, when the trial

period ended. Since the customer did not contacted

our customer support on 3/13/14 to cancel their subscription, we made an

exception for her case and processed a full refund of the $84.87 at that time

while honoring her request to cancel the subscription.

We apologize for the misunderstanding, however Ms. Champion

has already been refunded for this product. 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 willing to send out a

complimentary bottle of NuvaLift to Ms. Champion 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.

1. I dispute claims that the T&Cs were evident and clearly identified. I signed up via my mobile device for a "free" sample and did not see any large boxes or popups. And there was no communication with me by the company after sign up to remind me of this 30-day auto bill policy. Perhaps enhancements have been made to the sign up process, and that would be applauded.

2. I do not want another complimentary sample as offered.

Review: Dear Sirs: The Company called Nuva Lift advertised as a free trail size, just pay shipping charges (4.95). Fine except in the fine print it is a monthly trick to get you sucked in. If they don't hear from you in 15 days. They will bill you $84.87 for that trail size and enroll you into their monthly system @ 84.87 per month for a very small jar.. Now to me this is a rip off scheme. What if you are in a hospital and can't let them know in 15 days or what it you can't read English. If you can please help me, I feel I was scamed. This company needs to be stopped. I am on a fixed income and I can't afford to be throwing money away. I paid a $4.95 for a very small jar, that could not have been more then $2.00 to ship. Is it fair that I pay $84.87 and get nothing but that small jar.? Please help me get my money back. And notify the right places to get this company to stop ripping off old ladies like me...This kind of selling needs to be stopped and I am hoping you can do this..... Thank you so very much...[redacted] ###-###-####Here are two links to places where people sent their complaints..... http://www.[redacted].com/pr-Online_Stores_Services-NuvaLife_com/display_~review...⇄ http://line_stores_services-nuvalife_com/display_~reviews?sb=1 Please be sure to read all these compliants.... I also called the company twice and they said there is nothing they could do....This was also advertised as a free product and just pay the shipping of $4.95. I never got anything for free . I was charged $84.75 for that 1/2 ounce jar.Please do something about this company. This should not be allowed in the U.S.A. Our old people like me, should be protected against people like this who rip off Americans or anyone else. Especially the elderly. Again thank you so very much...[redacted].Desired Settlement: I would like for this company to quit advertising a lie, and to stop misrepresenting thier terms. And I would like for them to refund my $84.75that they charged me for receiving nothing but the trial size sample of 1/2 ounce size jar. I received nothing else. Thank you, [redacted].

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 4/11/14. 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, 4/26/14, when the trial period ended. The customer contacted our company on 4/28/14 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 going 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 are also willing to send out a complimentary bottle of NuvaLift to [redacted] if she is interested.

Review: I ordered a product called NuvaLift Anti-Aging Complex that was advertised (in the obvious places you see) that you are purchasing a free one-month supply of the product (while paying for shipping). The advertisement says "Full 1 Month Supply" in large letters, and in even bigger letters "Trial Package". In actuality, you are only receiving a 14 day supply for "free" and the company charges your credit card (the number for which you gave them so that you could pay for shipping) $84.87 after that 14 days is completed. After seeing the charge on my statement, I called the customer service department at NuvaLift to complain and was told that everything was in the fine print and that they would not refund my money (even after I offered to send back the remaining product). I ordered the product on March 29th, so I haven't even had it for a full month (I didn't receive it until 4-5 days later). It was very clear from the well-rehearsed response that I received from the customer service dept. that many individuals have called with the same complaint. I talked to my credit card representative and was told that I'm not the first card user to call with the same complaint about NuvaLift. She said that all of the details are, in fact, in the fine print and so I can't dispute the charge. I just want anyone who is smart enough to investigate further to know that it is a very unsavory business practice and to know what they're actually purchasing from this company.Desired Settlement: I would like my money to be refunded. I'm happy to send back the remaining product.

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 3/29/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 4/12/14, when the trial period ended.

Ms. [redacted] contacted our company on 4/30/14 to cancel her subscription. Her subscription was canceled but she was not issued a refund because this charge was in accordance with the Terms and Conditions agreed to upon placing her order.

We are willing to go ahead and refund the $84.87 for this complaint, however we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We state the terms and conditions clearly. Terms and conditions are located on the website, and should be read as they are there for a reason. Please refer to our website. http://nuvalift.com

Review: I ordered a "free sample" of Nuvalift online on June 30 to take advantage of a free 14 day trial before my credit card was charged $84.87. My receipt stated the product would arrive on or around July 3. The sample did not arrive until July 9. I called to cancel the product and was asked to use the product before canceling. Unfortunately, I failed to get the name of the representative I spoke with. I should have been given until July 23 to try the product. My account was charged on July 14. When I called the distributor, I was told that according to the terms, The 14-day trial period began the day I ordered. I was unhappy with the response I was given and I asked if they had other complaints about this policy. At least the representative was honest enough to admit that other patrons had this same issue.

Clearly this is a shady, duplicitous marketing ruse that an honest business would not use. They refused to credit my card, and I voiced my displeasure. This practice has backfired on this company because I actually like the product and would have ordered more had they been more transparent .Desired Settlement: I hope Revdex.com can settle this or at least record this complaint. I'm sure I am not the only gullible customer.

Business

Response:

Please see attached.

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,

this company is a scam -- they charge you for the full price after 14 days of when you ordered it. You don't even get the product until about 5 days after the order.

Nuvalift is a Con company. They advertise a 14 day FREE trial to sample their product. It took 10 before I received it. Tested it for three day and then went onto my online banking only to see where they had taken out $84.67 from my account. Sample product was $4.75 postage and handling only.

After a heated conversation with this so called representative, she had the nerve to say that I had opened the product so therefor I am liable to pay $84.67 for that small jar of nothing. Oh, and by the way the 14 day trial starts when they first send it to you. So if it takes 10 days to reach you, you only have 4 days to decide and say "no thank you". There is no way you can possibly tell if you want this product in four days.It is certainly not a 14 DAY TRIAL. She agreed that they would put back in my account half of the amount $42.00 as I had opened it already!! I cannot believe how cunning and unscrupulous Nuvalift is. Please people do not get conned by this disgusting selling pitch. Jane A. [redacted].

I responded to an ad on a different web site which took me to a page for a free trial. Nowhere on the page did it say in 15 days I would be charged the full amount unless I cancelled. I didn't even receive the product for a week after the order and five days later they charged my credit card $84.87. The site they directed me to is their web site and it very clearly states to contact them in 15 days to cancel - no one could miss this. The site I was on did not look the same. Do Not do anything with this company.

Review: I ordered a trial jar of Nuvalift and was billed on July 14 for 5.95. I just received this product and on Friday July 25th they billed me for an additional $84.87. I called today the 28th and they informed me that I cannot cancel and they will not refund my money. They mislead customers by stating the it is the date of the order and not the billed date. They also send a form that says wait 30 days and if you order one bottle you will get a bottle free. This company is absurd!Desired Settlement: I want them to refund the $84.87 that was billed to my debit card.

Business

Response:

Please see attached.

Thank you.

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.

I would like to received a refund as stated in their response, however, this master card was canceled because of this problem so I would need them to issue me a check. Please let me know if they will agree to this. I do not want another jar of the product sent out but I appreciate their offer. The refund of my money would be sufficient. Thank you for your quick resolution of this matter.

Review: I took a survey from [redacted], and when I was done with the survey, they offered several items for free. I chose the Nuva Lift since that was the only thing I could use. It said it was a free offer with a $4.95 shipping and handling. About three weeks later, they sent me another bottle. I immediately called up the nuva lift company and cancelled the account, that I was unaware I had with them, and asked if I could return the unopened bottle. The representative continued to tell me that she could only give me back a credit of $63 for the unopened bottle if I sent it back. I don't understand why I would only get a credit of $63 when they charged me $84.87. So when I got off the phone with the representative from Nuva Lift, I called my credit card company and put a hold on my card and she told me that Nuva Lift had already charged my credit card again for $84.87. I told her I did NOT authorize those charges. She took them off my account and said she would look into it. I got a letter from the credit card company saying they were unable to get the credit from Nuva Lift, so they recharged my account. So I called the Nuva lift company again to try to get some of the money back they stole from me, and the representative said, since I tried to do a chargeback, my account was frozen and they would no longer accept any returns. They charged a total of $174.69 on my credit card before I noticed, and they refused to work with me. This company is getting away with scamming alot of innocent people and they need to be stopped.Desired Settlement: I hope to get some of the money refunded that they charged my credit card. I have both bottles of face cream and am willing to send them back for a refund.

Business

Response:

Please see the attached document for our response. February19, 2015 ComplaintID: [redacted] Wewould like to acknowledge receipt of Ms. [redacted]’s complaint, andappreciate this opportunity to address it. The customer has filed a disputewith her credit card company, and so her account with us has been frozen. Wedo apologize for any misunderstandings. Customer satisfaction is very importantto us, and we are continuously striving to streamline and perfect the qualityof our service. However, we do stand by our policies and regret that we areunable to assist this customer further. 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 dispute these charges with my credit card company but they re-charged the total amount to my card. Then I called the Nuva Lift company a second time and explained the charges were put back on the card, and this is when they told me my account was frozen and would never go back to normal and they would never accept the product back, even though the credit card company had already charged it back to me meaning my account should have not been frozen anymore. This company is scamming people for hundreds of dollars before the person realizes and calls to cancel.

Review: I made a purchase from [redacted] and at the end of the order I was offered 2 free samples. One of the FREE samples was a 30 day trial bottle of anti-aging cream. I only got it because I thought it was FREE.

2 weeks after I got the sample, Nuvalift without a warning charged my credit card $ 84.87 for the Free sample I recieved. My credit card was replaced last week, and I did not checked the activity in the last week. Last night I saw the charge from Nuvalift and I called them today to reverse the charge. I offered to send back the sample I received but [redacted] from Nuvalift said that they can't accept it becasue I opened it already. The only thing they can do is to send me a complimentary bottle. I was told that is my fault that I did not read the terms and conditions where it clearly says that I will be charged for the bottle if I do not cancel in 14 days. I was charged for the free bottle - how ironic is that!

They were very rude and dismissive.Desired Settlement: I would like to be re-funded the $84.87 that I was charge on October 1st,2014.

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, 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 9/16/14. This is when they paid the initial $4.95 for shipping, and also 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, 9/30/14, when the trial period ended. Unfortunately, the customer did not contact us until 10/7/14, therefore we were unaware she was dissatisfied with the product. The subscription was canceled at this time, but the customer 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.

To apologize for the misunderstanding, we offered to mail this customer a full-size, complimentary bottle of our product,to which she agreed. It was our understanding that the custome was satisfied with this offer as well as our product, which is why we are surprised she has filed a comlaint against our company.

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.

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

Review: NuvaLift provided mis-leading information on web site re: trial sample’s charge, and automatic future shipment. In October, I went to NuvaLift website and placed an order of NuvaLift anti-aging complex trial sample which promised me to see the result in 15 days. I was told that I only need to pay the shipping/handling of $4.95 at time when I placed the trial order.

My complains as following:

1. The invoice didn't provide any information re: after certain days, NuvaLift will ship out the product again

2. The invoice didn't provide any information re: I need to call and/or cancel the shipment if I am not satisfy with the product

3. Last week, I received the second shipment and the invoice only provided item #, product name, QTY, bill to/ship to, how it was shipped, company's name/address/phone number/web-site. and order placed on 11/16/2013---I never placed the second order.

This prompted me to call their customer representative (Sean) last week on 11/27. I told him that I didn't know the product will be shipped to me automatically without my consent. Also, I would like to know how much was the product because the price was not included in the invoice. Sean told me the $84.87 has been charged to my credit card account. I told him that I was very disappointed that the company's business tactics. Then, I told him that I would like to return this product if he can provide me with return labeling. Sean told me there's no return labeling and I have to pay it to return the product. I agreed to do so.

Due to the Thanksgiving Holiday, I didn’t have the opportunity to return the product until today. This afternoon, I called my Visa Card Company to inform them the dispute of the charge ($84.87) with NuvaLift. The representative told me there were two charges of $84.87 from this company; one charge was on 10/1/2013 and the second one was 11/16/2013 so which one that I would like to dispute. I was not even aware there’s another charge of $84/87 placed on October 1st 2013 until Credit Card Company representative told me. I am furious with NuvaLift Company behavior so I decided to take action to file the complain with Revdex.com to stop this nonsense.Desired Settlement: I have included a copy of the second invoice with my complain and shipped back the product today via USPS proiorty mail.

I will pay $4.95, which I agreed to, for the trial sample. I will not pay two charges of $84.87 that I was not aware and NuvaLift didn't have my permission to do so.

I would like the following actions to be taken: 1. NuvaLift Company provides full refund of two charges of $84.87 to my credit card account.

2. NuvaLift Company stops false advertisement on the its website.

Thank you for your attention to this matter.

Sincerely,

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 10/3/13. 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, 10/17/13, when the trial period ended.

[redacted] contacted our company on 11/4/13 to cancel her subscription. Her subscription was canceled but she was not issued a refund at that time. After further deliberation of her case, and after receiving her returned bottle of NuvaLift, we went ahead and issued her two full refunds of $84.87 each on 12/5/13.

We ask [redacted] to retract her complaint against our company since we have already provided her with her ideal resolution of two full refunds. Transaction receipts proving the refunds were issued are available upon request at [email protected]

NuvaLift uses deception to scam people. After a sample is sent out, a 30 day supply follows with a charge on your credit card. They will happily cancel your account but not the $84.87 charge.

Nuvalift sent an email with Dr. Oz site advertising offering of a free trial product...just pay $4.99 shipping and handling.

I foolishly did not go to their website. In the contract it states that you have 15 days to cancel. I was unable to reach them via their phone number until the 15th day. I asked my bank for help and they did an investigation. Unfortunately, I furthered my ignorance by failing to check again and discovered that unused portions had to be mailed back...because the container was cracked, I didn't do so.

In my few days using the product I discovered it was no better than any drug store facial cream...

A rather expensive lesson in my own naiveté at $90.

I have since located many complaints about the misleading advertising from this Australian company.

Review: This company has specifically constructed their returns policy to mislead the customer with regards to the return of products. This has completely been orchestrated as a fraudulent approach to selling the customer its products to rip off the customer due to the misleading return policy of a 30 day supply and a 14 day trial except it is not 14 days because it requires 3 to 5 days to ship the product. Thus the customer only receives 9 to 10 days which is a completely misleading return policy that they state is based on a 14 day return.. In fact I never received the product called them 11 days after I was to receive the product but had not received the product and tried to cancel. Instead of providing me a refund or sending me new product and then giving me 14 day trial they stated I would still have to pay without any trial. They stated that my PO box had the product but when I went their they did not. They stated that they had a record that the product had been delivered. Yet they asked if I would like to still recieve the product and they would be willing to resend the product and I stated no. I just wanted a refund and that their business practices where without integrity! If they check with the PO Box no product was ever picked up. So they are just wrong. They stated that even though I had not received the product, I missed the cancellation date because I had missed the date by 1 day even though I never had a chance to use the product. so in fact I never had a chance for a trial. So if you are calculating a return policy even though the customer never receives the product or if you provide a 14 day trial it should be a trial of 14 days where the customer has a chance to use the product. If your return policy is only so you can scam the customer then this is essentially fraud without any good faith on the vendors part. These guys have perpetrated fraud and that is why everyone is upset. I would like them to provide me a refund. Nuva lift has specifically constructed their returns policy to mislead the customer with regards to the return of Nuva Lift product. Their sales process has completely been orchestrated as a fraudulent approach to selling the customer to rip off the customer due to the misleading return policy.

What they do is state we are sending you a 30 day supply and providing a 14 day trial except it is not a 14 day trial because it requires 3 to 5 days to ship the product. Thus the customer only receives 9 to 10 days which is a completely misleading return policy that they state is based on a 14 day trial and return. This is not an adequate trial of the product or at least they should state this up front! If it is a 14 day trial then it should be a 14 day trial. Not miss lead the customer. They then state you should have read the small print.

In fact I never received the product, and called them 11 days after I was to receive the product but had not received the product and tried to cancel. Instead of providing me a refund or sending me new product and then giving me 14 day trial they stated I would still have to pay without any trial. When I stated I had not received the product they stated that my PO box had the product but when I went to the PO box they did not have anything. My PO box has no proof of anyone ever receiving this product. They stated that they had a record that the product had been delivered. Yet they also asked if I would like to still receive the product and they would be willing to resend the product to me and I stated no. I stated I just wanted a refund and that their business practices where without integrity!

I stated to them that I had not received the product, and they stated I missed the cancellation date by 1 day and that regardless of my trial of the product I still owed them for the product even though it was supposed to be free and as importantly I had not received the product or had a chance at a trial which seemed to be the essence of their sales pitch. So if you are calculating a return policy even though the customer never receives the product or if you provide a 14 day trial it should be a trial of 14 days where the customer has a chance to use the product. If your return policy is only so you can scam the customer then this is essentially fraud without any good faith on the vendors part (NuvaLift). These guys have perpetrated fraud and that is why everyone is upset. I would like them to provide me a complete refund and ask them to clarify their return policy.Desired Settlement: I would like a refund of the $84.95

Business

Response:

Complaint ID: [redacted]

We would like to acknowledge receipt of Mr. [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 7/06/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. We did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 7/20/14, when the trial period ended. The customer did not contact us until 7/23/14 to let us know he had never received the product, and requested a refund. Unfortunately, we were unable to issue a refund because [redacted] tracking confirmed the package had been delievered to his home, and secondly, the charge was in accordance with the Terms and Conditions agreed to upon placing their order. In an effort to work with the customer, we agreed to send him a new jar to replace the one that he had not received, however the customer denied this offer.

Additionally, the customer repeatedly used profane language and verbal attacks while speaking with the Customer Service Representative, who was unfortunately forced to disonnect the call for this reason. We hope you can appreciate that we do not allow our employees to be spoken to in such an unprofessional manner. I have also attached the checkout screen on page 2 for your review, which shows how clearly we present our customers with all informaiton needed to make an informed purchasing decsion, should they choose to review it.

We apologize for the misunderstanding, and would have been willing to issue a refund to settle this 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.

Sincerely,

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.

Nuvalift as is their practice has created a misleading response to my complaint. If they wish to resolve they can tell their bank to provide a refund and the bank would. When I told them I had not received the package they then said they would resend to me to try but they would charge me any way. I said no. as I fully wanted to try it before I would buy it.

Review: I order a trial sample of nuvalift cream they said 15 day trail but that started when they shipped it and than there is a card that said 30days and that is what I saw and thought I had time. I didn't order a subscription for there product. I call them and they said that they would reduce the price if I continuing buying there product I just wanted to send it back and get my credit They failed to disclose all the terms and condition of this trail. I try to dispute this charge with my credit card and they weren't any helpDesired Settlement: to refund my money for a tiny jar of cream which won't last for 30 days liked they said

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 6/2/14.

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, 6/16/14, when the trial period ended.

Unfortunately, the customer did not contact our company until 6/26/14

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. Our Customer Service

Reprsentative did offer the customer a 20% refund, but they declined.

The customer then filed a chargeback against our company, requesting the bank to review the

charge on her behalf and decide whether to issue her a refund and force one from our company.

Upon review, the bank sided with NuvaLift.com and did not issue this customer a refund. This is

due the the fact that Ms. [redacted] clearly had that chance to review the terms and conditions

before purchasing our product, and agreed to them upon placing the order.

We apologize for the misunderstanding, and are willing to ship out a complimentary bottle of

NuvaLift upon email confirmation to [email protected] that a

resolution has been reached. However, we stand by our policies and we would

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

separate times before the order is processed.

Sincerely,

Nuvalift Management