NuvaLift

Review: NuvaLift Anti Aging Complex– Risk Free Trial.

A sample for the price of shipping at $4.95 and no risk trial promotion

However, within 30 days, 2oz bottle arrived at my mailbox without my permission with price of $84.87 for this useless face cream. When I called today 8/2/2014 to return product, NuvaLift customer services informed me that company doesn’t accept returned but will do me a favor and cancel my order, and refund me minus restocking fee of $21 -22. Nowhere in the advertisement for trial sample $4.99 and when I received sample cream state that a customer have to call back NuvaLift back within 30 days of trail period to cancel the order or company will continue to ship me product.

This is biggest scam and need to shut down business.Desired Settlement: Full refund of $84.87 and remove misleading ad.

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 6/14/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request to cancel and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 6/28/14, when the trial period ended. The customer contacted our company on 8/2/14/14 to cancel their subscription. Their subscription was canceled at this time, and additionally the customer came to an agreement with one of our agents that we would refund $63.65 upon receipt of the unopened product back to our facility.

We apologize for the misunderstanding, 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 also would like to emphasize that a 75% refund has already been issued to the customer. We are willing to send out a 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.

Unopened package were delivered to your company Thursday,

August 7 per USPS tracking # but your company have not refund to my credit card

as of Friday, August. 8.

Review: I agreed to pay a $4.95 shipping fee and that is what I gave my credit card information for. Then they went and charged an additional $85 fee, which I never authorized to my credit card.

They insisted I did authorize it . . . and would not give me my refund, I was told to return unused portion, and when I did they told my credit card company that they never received it, when they told me they did. And they said it is unsanitary to return an open product, and they DID receive it . . . but that since my account was flagged due to the dispute, that my account was now FROZEN and that they could NOT refund my money.Desired Settlement: Put them out of business, because they are not selling a product, they are running a scam.

Business

Response:

Please see attached.

July 25, 2014

We would like to acknowledge receipt of Ms. [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 request cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter.

The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on www.nuvalift.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on www.nuvalift.com where the customer ordered their product. The customer also has to click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.

Specifically, this customer placed their order on 4/4/14. 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, 4/18/14, when the trial period ended. The customer contacted our company on 5/21/14 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. In addition, the reason we are unable to issue a refund at this point since she has filed a chargeback against our company, putting the matter entirely into the bank's jurisdiction. Until the bank resolves the dispute, the account is frozen.

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 Ms. [redacted] if she is interested.

Sincerely,

Nuvalift Management

Review: I ordered the NuvaLift Anti-Aging 14 Day Trial for the $4.95.

As stated "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."

I continued using the 30-day trial supply beyond the 14 days and was charged the $84.87 and have since paid that charged. Within the 4th week of use, I starting having some sort of allergic reaction to the product and discontinued use. I received my second 30-day supply in the mail via UPS apparently due to the auto enroll in the "Preferred Customer Club which, due to my schedule, had not remembered would take place. I have since called NuvaLift to cancel this "Preferred Customer Club" account and stated I was returning the "UNOPENED" UPS delivery for a credit to may account.

To my surprise, I was told they have NO return policy and I would not be given a credit of the second $84.87 I was charged. I could return the product, but still would not be given a credit. This is ludicrous! I can understand not refunding the amount for the 14 day trial period which is clearly stated. There are NO stipulated terms and/or conditions concerning NO returns or refunds as a member of this so called "Preferred Customer Club." What kind of "preferred" customer gets this kind of customer service?Desired Settlement: I honored their original stated terms for the 14 day trial period and paid the full amount of $84.87.

They now need to comply with ethical business practices and give my "credit" of $84.87 upon receipt of returned, unopened item.

This company needs to quit taking every opportunity they find to pocket hard earned dollars from innocent consumers.

Business

Response:

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.

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.

We apologize for the

misunderstanding in this situation, as we do typically allow an unopened

product to be sent back for a full refund. Upon review of the account, it is

evident the agent Ms. [redacted] spoke with was misinformed regarding this

policy. Due to this error, we will refund the $84.87 immediately upon email

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

Sincerely,

Nuvalift Management

Consumer

Response:

To:

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: I paid $4.95 for a jar of the cream and it was paid on 9/12/14. Then suddenly they deducted $84.87 from my account on 9/26/14. I contacted them and they said it was past my trial period of 14 days. No where was I informed that this jar of cream was a trial and I would be charged $84.87 if I didn't return it within the trial period. I told them I would be glad to return the cream that had been opened and used. They said that was unacceptable. So how was this a trial... It was a scam to charge me $89.82. I have cancelled any future transactions with this company and will not do business with them again.Desired Settlement: Nuvalift should lose their license to do business. They are conducting deceptive business practices... it is defrauding the consumer on every level.

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, our records show this customer placed their order 9/10/14, not 9/12/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product, the customer was charged for the full-month’s supply on the 15th day, 9/24/14, when the trial period ended. We are very sorry that Ms. Hutchinson misunderstood our terms and conditions, but we do our best to clearly disclose them. We never state that our product is a free sample. Please take the time to review the checkout screen for our product, inserted below. We are not in this business to deceive out customers in any way, and clearly present all information needed to make an informed purchasing decision.

The customer contacted us to cancel their subscription on 9/29/14, which 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. Our records state the representative had intended to offer a partial refund to the customer to meet her half way and apologize for the misunderstanding, but unfortunately the customer disconnected the call before this offer could be made.

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 each customers accept the terms and conditions two separate times before the order is processed.

Sincerely,

Nuvalift Management

Review: I received a trial of Nuvalift 15 days ago. I ordered the trial on 8.14.14 - its a 14 day trial, and on the 15th day they are supposed to charge the full price if you dont cancel. I tried to cancel on 8.26.14 - no answer. I emailed them that same day - no return email. I tried calling the next day - no answer. I called again today, 8.29.14 and finally got through to someone. I told her my issues, and I was trying to cancel my trial. She told me that I couldn't cancel my trial until I made a payment ($80+!!). She said they tried to take the payment out yesterday, 8.28.14. Since they aren't even supposed to do that until the 15th day - which is stated in their terms and conditions -, which would have been today, 8.29.14, - that alone upset me...

I have been trying to contact them since 8.26.14, and there was no answer from them until TODAY, 8.29.14. NOW they are trying to bill me for something I was trying to cancel and return within their terms and conditions, and they even tried charging me a day early!!! Now she told me they will send me to collections if I dont make the payment.

My account number is [redacted], and I paid $5 for the trial on 8.14.14. The phone number I called was [redacted] .Desired Settlement: I want my account cancelled. I want to know where to send this product back to (which I was trying to do all week!). I want them to stop trying to charge my bank account. I want a written either emailed or mailed response from them in this regards. If I dont get satisfaction from them, I will talk to my lawyer. She was very rude about it.

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

I attached the email I originally emailed to Nuva lift (that was NEVER responded to, by the way). I WAS told when I finally reached someone that they tried to charge my account the day prior (8.28.14) of when I finally got ahold of them (8.29.14). That would have been the 13th day, as it was. That same person told me that I would keep trying to be charged, and if they couldnt get the money, I would go to collections. Yes, they said this. I was never given the opportunity to return the sample, or cancel my account. She told me she wouldnt cancel it until the $80+ dollars was received. Until I get something in writing from them stating the account is closed and there will be no more attempts on my account, I will not accept this as 'settled'. Maybe someone at Nuvalift should look at their calling records since it says in the beginning that the call is being recorded!!

Yes, I'm a little upset with their whole 'statement'.

Regards,

Business

Response:

Review: This company offers a "free sample" of their product for $4.95. They then charge your credit card an additonal $85 after 15 days have passed and state that as you did not contact them within that period of time,you are now 'enrolled' in their program. They make threats of legal retaliation if you attempt to return the product stating that they "handle all chargebacks and reversals as potenital cases of fraudulent use of our product offer and/or theft of product. " they go on to state that if a customer attempts to return a product, they will fight ALL attempts to return products and will use all of your information if they choose to pursue a civil & criminal case against customers.Desired Settlement: I would like to return the product for a refund, minus shipping and handling for both shipments. This type of scam operation seems to be becoming more and more prevalent. Small print saying 15 days to cancel or you will be billed an exhorbitant amount of money for a small jar of face lotion. When the sample arrived there was just a nice little note saying "congratulations on recieving your sample product".

I would like to know if mail fraud would apply. These people are well aware of what they are doing.

Business

Response:

We would like to acknowledge receipt of [redacted]omplaint 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 3/27/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request 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, 4/11/14, when the trial period ended.

[redacted] contacted our company on 5/20/14 to cancel her subscription. Her subscription was canceled but she was not issued a refund at that time because the charges on her account are in accordance with the Terms she agreed to upon placing her order

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

Review: I order this on-line 6-21-14 thinking it was a trial offer for $4.95 and if I needed more to order them; I called them on 7/24 to cancel this and I wanted to return because they charged my credit card another $84.76 on 7-6-14, When I checked my statement and noticed a second charge I called Nuva lift and told them I didnt want their product; I didn't understand that I was t call them in two weeks to cancel and I could not afford this and I needed it credited to my account. On 7-23-14 I returned product and asked for refund and credit to my account. USPS tracking #[redacted]. today I called them and they said they could not refund my money. I again told them I could not afford this product I thought it was 4.95 and not both charges or It would have been cancelled earlier. They said they would not refund my credit card.Desired Settlement: I desire a credit to my credit card and will return product if they again send it back to me.

Business

Response:

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

At www.nuvalift.com every customer is given the right to try their first 30-day supply of NuvaLift without charge for the first 14 days. After the 14-day trial period, if the customer is dissatisfied with the product, they are to return the remainder postmarked for return within their 14-day trial period and also contact our Customer Support Team via email or phone to notify a request for cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter.

The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact

customer service, the phone number is listed on nuvalift.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on nuvalift.com where the customer ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.

Specifically, this customer placed their order on 6/21/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 7/21/14, when the trial period ended. The customer contacted our company on 7/29/14 to cancel their subscription. Their subscription was canceled but they were not issued a refund because this charge was in accordance with the Terms and Conditions agreed to upon placing their order. [redacted] also sent her product back for a refund, however, we only accept returns of open bottles during the trial period.

We apologize for the misunderstanding, and are willing to go ahead and refund the $84.87 for this complaint. However we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders.

Review: I bought a trial of product on the Internet and paid for the trial and received the trial

but no further communication from them. Now they took money out of my

bank account. If they want the product (which so far has done nothing they claim)

back I will send it back but I do not want to pay $84.00 for an ounce of this product.Desired Settlement: I would like the $84.00 credited to my bank account.

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 3/17/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 3/31/14, when the trial period ended.

Ms. [redacted] called our Customer Support Team on 6/2/14 to cancel her subscription of NuvaLift. Ms. [redacted] was not offered a refund at that time because the charges were in accordance with the Terms and Conditions she agreed to upon placing her order.

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

Review: I bought this trial cream nuvalift from an online advertisement. Paid for it. .I cancelled with them I cancelled nuvalift, so no product would come , I have the cancellation number the name of the employee that took the cancellation call.

Now they are calling and calling and I have been sent to a collection agency because they say I did not pay and I did not cancelled on time. First of all I cancelled . I have prove of it and second ,no product arrived so it was done with the cancellation . So they are charging for something they did not sent ever, no product was sent because it was cancelled on time and top of it they sent me to a collection agency.

I really do not know what to do this is more than a scam and I want my name taken out of a collection agency for no reason, I wonder how this is allowed and I really begged from this bureau to help meDesired Settlement: I want my name out of the collection agency and want this people to stop harassing me.

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 3/19/14. 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, 4/2/14, when the trial period ended.

We have no record of [redacted] calling our company to cancel her subscription. Her subscription was automatically placed on hold after trying multiple times to charge her for the full month's supply in her possession after the trial period ended. Upon reciept of this complaint, we are willing to remove [redacted] from the collections dept if she agrees to remove her complaint against our company. We apologize for the misunderstanding.

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: I ordered the NuvaLift product on line thinking it was a reward for filling out a survey. The amount charged was $4.95, for shipping, to "try" out the product. When it arrived, I checked out the ingredients on the box (very fine print.) It contains diazolidinyl urea, a preservative to which I am highly allergic. I contacted the company and spoke to a representative asking for clarification of an additional charge on my credit card statement of $84.87, posted two weeks after the initial amount. She explained that I had agreed to a "trial period" after which I was obligated to purchase the product. I explained that I did not realize the terms, and that I was allergic to the ingredient in it. Could I please return the unopened product for a refund? NO!! The woman was rude. I immediately called my credit card company back to share the report. They explained that they could do nothing about it because I had clicked on the link accepting the terms... I called the company back once again to make sure I was not going to receive any more product. Then asked to speak to a manager and ask for an exception. I asked to return the product for a refund. There is nothing wrong with it. The packaging is pristine. She was unrelenting claiming that I had agreed to the terms. The company seems to be very successful and some people are happy with their products. Their customer service is a joke. What they have just done to me is scam me out of $90. I now have a product that I cannot use. I have never dealt with any other on line folks who were so rude and uncompromising. There were also 5.68 in foreign transaction fees!!!$Desired Settlement: I want a refund.

Business

Response:

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 return the remainder postmarked for return within their 14-day trial period and also contact our Customer Support Team via email or phone to request cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter.

The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on www.nuvalift.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on www.nuvalift.com where the customer ordered their product. The customer also has to click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.

Specifically, this customer placed their order on 6/28/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request to cancel and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 7/12/14, when the trial period ended. The customer contacted our company on 7/22/14 to cancel their subscription. Their subscription was canceled but they were not issued a refund because this charge was in accordance with the Terms and Conditions agreed to upon placing their order.

We apologize for the misunderstanding, and are willing to refund $84.87 for this complaint upon confirmation a resolution has been reached. However we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We are also willing to send out a complimentary bottle of NuvaLift to Ms. [redacted] if she is interested.

Sincerely,

Nuvalift Management

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.

To clarify the response from NuvaLift, I look forward to confirmation of o credit for $84.87 to my credit card. "We apologize for the misunderstanding, and are willing to refund $84.87 for this complaint upon confirmation a resolution has been reached. However we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We are also willing to send out a complimentary bottle of NuvaLift to Ms. [redacted] if she is interested."

Thank you for offering however, I cannot use the product so a complimentary bottle is not necessary. I look forward to receiving your refund.

Regards,

Hi my name is charlotte and I have purchased nuvalift from nuvalift. com and I am absolutely satisfied with their product. They do have a phone number, and an email address that they do answer. I can't understand why so many people are complaining. I guess they just don't take time to read the conditions. I find them to be a legitimate and fair company. I have to add their product nuvalift really works. I never found anything that can compare to it, and believe me I have tried a lot of them. Thank you nuvalift.

Review: I received a notice from Amazon telling me I had won a free product and to select from a list of free products. I selected a face cream from NuvaLift. The next month I received a bill, which I then cancelled in writing saying I had not signed up for a standing order per month. They e-mailed back and said my order would be canceled immediately. Today I got another jar of face cream and another $84.87 charge. This needs to be canceled. I have written them again today.Desired Settlement: I want a refund for both months of charges.

Business

Response:

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 7/8/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. We did not receive a request for cancelation and/or a returned product during the allotted trial period, so the customer was charged for the full-month’s supply on the 15th day, 7/22/14, when the trial period ended. We didn’t hear from you until 9/25/14 so we assumed you like the product and charged your account again 8/22/14 and 9/21/14 . The subscription was canceled at this time, and the customer was issued a full refund of $84.87 and was able to keep the product. Please review the screen shot on page 2 showing the checkout page every customer must complete to order our product, which thoroughly and easily explains our Terms and Conditions. We assure you, we do not try to hide our intentions from the customers, simply allow them to try the product for a limited time before paying the full retail price for it.

Please don’t hesitate to contact us if you have any additional questions or concerns in the future. Our customer support representatives can be reached directly at ###-###-#### Monday-Friday 8am-4pm and Saturday 8am-12pm PST. We apologize for the misunderstanding and this complaint has been taking care of by a member of our Customer Support Team on 10/03/14.

Sincerely,

Customer Support Nuvalift

Review: Nuvalift is basically a scam. Once they get your credit card number they have on file and a trial product for $4.99 turns into being billed $84.87. You are supposed to have a 14 day trial period then cancel however, the way they get around this is that you do not receive the product before the trial period ends. It starts right when you place the order. I hope to make sure noone else falls for this scam. Plus I did not authorize the $84.87 on my credit card.

Business

Response:

Complaint ID: 10260898

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. 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 [redacted] 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 9/15/14. This is when he paid the 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, 9/29/14, when the trial period ended. Unfortunately, the customer did not contact us until 10/10/14/14, therefore we were unaware he was dissatisfied with the product. We honored the customers request to cancel on 10/10/14, but he 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. Due to the fact that the customer appeared very upset during the phone call with the representative, we offered a 60% refund, totalling $50.92, to which the customer agreed. We processed this refund on the same business day, and the customer stated he was happy with this agreement. Due to these circumstances, we are upset to see that a complaint has been filed with the Revdex.com.

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 this misunderstanding, but are unable to issue a further refund, as our records indicate the customer came to an agreement with our representative on 10/10/14. 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: On 3/5/14 I ordered a trial and was billed $4.95 for shipping. On 3/20/14 I was billed $84.87 which was about the same time I received the product.On 4/3/14 I contacted the company and cancelled any further orders as I had an allergic reaction to the product. On 4/22/14 I was again billed $84.87 and received another order. I Called the company to find out how to return the unopened package. They were rude, refused any refund and denied any knowledge of my previous cancellation. Terrible product and terrible customer service.Desired Settlement: Refund of unopened product. ($84.87)

Business

Response:

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

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

service, the phone number is listed on nuvalift.com, the pamphlet, and the package

the product is shipped in. The terms are disclosed clearly on nuvalift.com where the

customer ordered their product. The customer has to also click "I agree to the terms

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

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

directly on the ordering website, not only on the bottom of the first page, but also

highlighted in a large white box on the second page where the customer inputs their

card information as well as sent out with the product.

Specifically, this customer placed their order on 3/3/14. This is when they paid the

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

we did not receive a request for cancelation and/or a returned product during the

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

15th day, 3/17/14, when the trial period ended.

Ms. [redacted] contacted our company on 5/2/14 to cancel her subscription. Her

subscription was canceled but she was not issued a refund because the charges were

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

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: I responded to an offer for a FREE 30 day supply of the Nuvalift cream and my credit card was charged not just the shipping and handling that I agreed to but also $84.87 for the cream. I contacted their customer service, disputed the charge and told them that I wanted to return the cream. They indicated that they would not accept the returned cream because I opened the container. I reminded them that their offer was for a free trial. They also refused to credit my account. This company is engaging in deceptive and extremely misleading advertising.Desired Settlement: I want credit card to be refunded the $84.87.

Business

Response:

August 7, 2014

Complaint ID: [redacted]

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

At Nuvalift.com every customer is given the right to try his or her first 30-day supply of NuvaLift without charge for the first 14 days. After the 14-day trial period, if the customer is dissatisfied with the product they are to 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 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 to cancel and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 6/16/14, when the trial period ended. The customer did not contact our customer support until 6/23/14 to cancel their subscription. Their subscription was canceled but they were not issued a refund because this charge was in accordance with the Terms and Conditions agreed to upon placing their order.

We apologize for the misunderstanding, and are willing to refund $84.87 for this complaint upon confirmation a resolution has been reached. However we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We are also willing to send out a complimentary bottle of NuvaLift to [redacted]f she is interested.

Sincerely,

Nuvalift Management

Consumer

Response:

I am in receipt of your response dated Aug 7, 2014. I accept your offer to refund $84.87 to my account. This will resolve my complaint. [redacted]

Review: I ordered a 14 day trial of NuvaLift on Nov 24, 2014. It shipped Nov 25, 2014. I received it Nov 28, 2014. On Dec 9, 2014, my checking account was charged $84.87 for a renewal of the product. I assumed the 14 day trial period started when I received the product which would be several days from Dec 9, 2014. The rep asked me if I had read the terms & conditions. I don't remember ever being instructed to read the terms & conditions. In the terms & conditions "fine print", it states the 14 day trial period starts when you place the order & a reorder amount (which never was disclosed) will start being taken out of my account after that trial period is over which is totally deceiving. I called customer service & they at first said too bad, I was responsible for reading the terms & conditions & the amount would remain deducted. I raised a fit & the rep had me talk to her supervisor. I told her I was contesting the deduction & reporting them to the Revdex.com. She then offered 1/2 of the $84.87 to be refunded if I didn't contest it. I did settle for that, but I am upset because this whole company is a deceitful scam.Desired Settlement: Would like the entire $84.87 refunded not just 1/2.

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 ordered her bottle of NuvaLift on 11/24/14. This trial period starts on the order date, not the date the product is received. We request that customers contact us if they have not received their product within a week and in those instances, we are happy to extend the trial period to reflect the delay in delivery. After 14 days, we did not hear from this customer or receive a returned product, and so on 12/8/14 she was billed for the full price of that product. The customer called on 12/9/14 after she had already been billed. She was ineligible for a refund, as the product was open. Our Customer Support Representative explained the Terms and Conditions and let the customer know that they were presented at the time the order was placed. The customer requested to speak with a supervisor and was transferred. The supervisor then offered the customer a 50% refund because the product was open. The customer agreed to this refund, but began using inappropriate language so the supervisor disconnected the call. The customer was not required to return the product and the refund was processed on 12/10/14. We do regret that this customer was unhappy with our product and our company. However, since the customer has already been refunded $42.44 for an open product and told to kept the jar of NuvaLift as a courtesy, we are unable to offer any 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. 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: I signed up for a trial product which notes you are paying for shipping and handling of 4.95. After 14 days, if you like the product, they will charge you 84.87 for future shipments. I called on day 17 (according to their records, though I can't prove it I'm sure I called within 14 days as I was trying to watch the timing as I didn't think I liked it after trying it once!) and said I did not like it so not to send out anything and cancel. No one said anything to me about shipping back what I had at that time. I was charged 84.87 on day 15 and never received any addtional products. I called the company and I was told that there would be no refund and no further products. The 84.87 was to pay for the first "trial" they sent me as that was a 30 day product. - I disagree with this as the first payment of 4.95 was to cover that.Desired Settlement: Their advertising is misleading and then when I called the lady on the phone would only continue to quote their "policy". Even when I stated that they charged me the 84.87, the least they could do is send me a month's supply as the first payment was for the "trial" not a month's supply, she would only continue to quote me their "policy".

The first 4.95 I sent was for the trial. I cancelled. I would like my 84.87 back to my credit card.

If their policy is intent on not refunding me, then the least they should do is send me the month's supply that I was charged. (again the first jar was a "trial"!)

I really prefer the refund as the product is terrible, it does not perform as they state, and it stinks.

Very frustrated!!!!

Business

Response:

October 31, 2014

Complaint ID: [redacted]

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

At NuvaLift.com, we do not hide our Terms and Conditions in small, unreadable text or behind a hyperlink. They are disclosed directly on the ordering website at the bottom of the page in size 12 font, and are also highlighted in a large white box on the second page where the customer inputs their card information (please see image on pg2). 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 9/7/14, and this was the start of her 14-day trial period. It was also when she paid the initial $4.95 for shipping and handling. That is not the price of the product she was sent. Since we did not receive a request for cancellation during the allotted time, the customer was charged $84.87 for the full month’s supply in her possession on the 15th day, 9/22/14.

Our records indicate that the customer first called to cancel on 9/24/14, which was outside of her trial period. All of our phone calls are date and time stamped. During this call, the account was cancelled, but no refund was requested and the customer was not asked to return the product.

When the customer called us again on 10/17/14, our Customer Service Representative discussed the Terms and Conditions with her and explained that the $84.87 was for the product she received during the trial period. The customer was never sent a second product nor was she charged for one. During this call, the customer was informed that her account had been cancelled and that she had only been sent one product. During this call as well, there was no mention of a refund.

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 ....A survey company emailed me and stated they were taking survey's for Home Depot (which I am a customer of HD)and for taking the survey I would receive a gift, all I had to pay for was shipping. I took the survey and paid the requested shipping cost of $4.95 thinking I was going to receive a 14 day trial of the Nuvalift skincare product. I was then billed 14 days later $84.87, I called to find out why I was charged this and they said I had received a 30 day supply. I told them that is not what I was told nor is it anywhere on the statement I was emailed. I called Home Depot to inform them what had happened and they stated they had no part of this survey, they were aware this was happening and they are investigating the companies that are using this survey company. I received what I thought was the 14 day trial but when I contacted Nuvalift they informed me it was a 30 day supply and I had 14 days to cancel it. I pulled their website up as I was talking to them and no where is there a place to cancel. I asked them to refund my money and if and when I receive the 30 day supply I would send it back. I was told this is not an option and to just throw the product away if I didn't like it. Nuvalift has had 50 complaints in the past 12 months with Revdex.com for the same situation, why are you not doing anything about this?Desired Settlement: I want them to refund my money, I would also like the company's owners notified that their marketing company is marketing illegally. I would like notification this is being taken care of. 50 complaints with the same situation is an issue.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

7/1/14. This is when they paid the

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

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

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

on the 15th day, 7/15/14/14, when the

trial period ended. The customer contacted our

company on 7/17/14/14 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 the order.

We apologize for the misunderstanding, and are willing to refund

the $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 before their order

is processed. We are willing to send out a complimentary bottle of NuvaLift to Bethel

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.

Please refer to the attached receipt. No where does it state I would be charged an additional $89 dollars. It says the 30 day trial is free with SH of $4.99. I was unaware of a continued monthly product delivery, I even went to their website to ensure this was not the case because I would have cancelled it the same day.

Regards,

Review: I ordered a guarentee satisfaction product sample only, from this company, I used product and it caused my eye irritation. I went on line and notified the company because I could not find a phone number for this company and it appeared they only used messaging. I advised them in a message in May 2014 that the product caused eye irritation, and a response was sent back how sorry they. I was not worried about refunding my money as it was a sample and only cost me shipping. But I got a call from my bank asking if I knew a company was using my credit card and I said no. I was however recieving boxes with an unfamiliar address and I refused then because I never ordered anything else. So now I believe it was more product coming from this company and they were using my credit card for merchanise I did not order. I then tried to send another message, and tried to find a phone number, because it appears the company may be using another name. My bank then asked me if I ordered anything from this company and I said only a sample product, but I did not give them permission to use my credit card for anything eles. The bank stated that they will not refund my money. Nothing in the advertisement stated other products would be sent and that they would continue to use my credit card.Desired Settlement: I would like their advertisment to be checked out and made clear that like most companies more products will be sent and to cancel if dissatisfied by a certain date. But all their products were returned and I am still paying for them and the company is completely unreachable.

Business

Response:

Please see attached file.

October 29, 2014

Complaint ID:

We would like to acknowledge receipt of Ms. [redacted]’s complaint, and appreciate this opportunity to address it. Our customers are sent their initial 30-day supply of NuvaLift to try for the first 14-days without charge. On the 15th day, if the customer has not contacted us, they are automatically billed for the product in their possession and enrolled in our NuvaLift Preferred Customers 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 order 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 pg2). 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 5/22/14. This was when the $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 the 15th day, 6/6/14, and enrolled in our NuvaLift Preferred Customers Club. That was why she was sent NuvaLift on 7/5/14, and 8/4/14.

If a customer wishes to cancel their subscription, either during or after the trial, all they have to do is call us at ###-###-#### or email us at [email protected]. Our contact information can be found both on the website (www.nuvalift.com) and on the invoice that was received with the product. When they call, if they are eligible for a refund, we provide a Return Merchandise Authorization number, which must be written on the returned package. We received two packages from the customer on 8/12/14. Since there was no previous communication from the customer, she was not eligible for a refund and her account was cancelled that day.

On 10/21/14, the customer called regarding her account, but was unable to provide her cancellation number. We have no record of the customer contacting us previous to that date. Our Customer Service Representative received approval for a partial refund for $63.65 for each of the products she sent back, which the customer agreed to. The refund of $127.30 was processed that day, 10/21/14.

We apologize for the misunderstanding, and are willing to refund the $42.64 upon email confirmation to [email protected] that a resolution has been reached. However, we stand by our policies and would like to reiterate that our customers accept the Terms and Conditions two separate times before the order is processed.

Sincerely,

NuvaLift Mangement

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution 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: I ordered a sample of their product and sent it to Oregon - they sent me more of the product 8/6/2014 which I do not want

It does not do what they say and I would not want anymore of the productDesired Settlement: my money back and I will send their product back

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 7/23/14. This is when they paid the

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

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

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

on the 15th day, 8/6/14, when the trial period ended. Unfortunately, the customer did

not contact our company on 8/13/14 to cancel their subscription.The subscription was

cancelled at that time, however a refund was not processed as this charge was in accordance

with the terms and conditions agreed to upon placing the order.

We apologize for the misunderstanding, and are willing to refund the $84.87 upon email confirmation

to [email protected] that a resolution has been reached. However, we stand by our policies and

we would like to reiterate that our customers accept the terms and conditions two separate times before

the order is processed. We are also willing to send out acomplimentary bottle of NuvaLift to the customer

if they are interested.

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,