NuvaLift

Review: I agreed online to a 15 day trial period of their product. There were no terms and conditions on the page that I clicked on to agree to try the product. I placed the order for the free trial on 4/20/14 and then on 5/4/14 I noticed a charge showing up on my credit card statement so I called the company on 5/5/14 to ask about the charge of $84.87 to my credit card and was told that the terms and conditions stated that if not cancelled within the 15 days I would be billed. So, I told them that 5/5/14 was the fifteenth day and that I wished to cancel my order and receive a full credit for the $84.87 charged to my card. They refused and said that the first day starts on the day the product was ordered. I have since went onto their website and it states that you have 15 days from the order date, which would have been 5/5/14. Horrible company to do business with, extremely bad customer service.Desired Settlement: The money refunded to my card.

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 4/20/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 5/4/14, when the trial period ended.

Ms. [redacted] contacted our company on 5/5/14 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 received a pop-up regarding a free trial, I only had to pay shipping and handling of $4.95. I took advantage of the special offer only to discover that the company had charged my card $85.87, 15 days later. Apparently, it was a subscription after 15 days unless I called to cancel. I did not read anywhere in the special offer that it would turn into a subscription or I would not have taken advantage of the special offer. The confirmation that was sent to me said nothing about the order being a trial and then a subscription. I called the company and they told me I should have clicked on the "terms and conditions" link where it would have told me it was a subscription. The "terms and conditions" link was not shown directly in the special offer, I would have had to go to the company website and read through paragraphs of info to find this. It is just blatant deception. I do not ever take advantage of these types of things because I know if it is too good to be true then it probably is. I scoured the information that was included in the special offer and no where did it mention the subscription part, so I thought it truly was a trial. I thought the company believed so much in their product that the free trials would bring in much business. What I found out was, they do not believe in their product because they have to hide the fact that it is a subscription and hope you don't check your credit card statements thoroughly.Desired Settlement: I would like Nuvalift to refund the charge and change its policy to include the fact that it is a free trial and then a subscription if you don't call within 15 days-Where people can see it easily.

Business

Response:

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

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

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

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

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

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

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

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

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

card information as well as sent out with the product.

Specifically, this customer placed their order on 4/21/14. This is when they paid

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

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

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

15th day, 5/5/14, when the trial period ended.

[redacted] contacted our company on 5/20/14 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

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,

I just have to say this is so misleading, shame on me for not reading the very very fine print! I've cancelled but will be paying 84.95 for that little tiny jar! when I called to question the customer service rep was extremely rude! I don't think I have every been talked to so rudely before by a company! Shame on you Nuvalift, your product doesn't really work and you are scamming people!