NuvaLift

To: Revdex.com: 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, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The information provided by Nuvalift is not correct, it is and misleading I saw a card in a magazine which offered a FREE sample of Nuvalift anti-aging cream if the shipping charge of $ was paid I returned the card and paid the shipping charge with my credit card To my surprise on the 14th of July, I received my credit card bill and saw a charge of $from Nuvalift I promptly called Nuvallift and asked what the charge was for The customer service repexplained that when I accepted the FREE offer I had agreed to a subscription to have a jar of the cream sent to me every month This is totally untrue as I did not agree to a subscription, nor was I informed that I must return the product within days or be charged $for the FREE jar of cream I cancelled the subscription which I did not authorize in the first place and asked for a refund on the bill I was advised that it was company policy NOT to issue any refunds and that they could offer no further assistance On the 15th of July I received another jar of cream and another charge to my credit card of $ I again called the company and was advised that the cream shipped before the cancellation went into effect I requested that I be furnished a return label for the product which I did not request or authorize and was again advised that the company would issue no refunds The customer service representative repeatedly responded to my questions by reading the terms of the subscription offer which I had never seen and did not agree to or authorize in any manner I did receive a refund for one charge of 84.87, but have not received a refund for the second charge and will be happy to return the jar of cream that was shipped without my authorization I have not received a full refund for these two charges, but only one after disputing the charge with my credit card company The statements in the second paragraph are untrue and I did not order the free sample as they outline, nor click twice to agree to any terms It is obvious that this company is in business to scam unsuspecting people our of their money A review of complaints against this company on the internet will confirm my charge and I trust the Revdex.com will take action to so advise the public Regards, [redacted] [redacted]

Complaint ID: [redacted] We would like to acknowledge receipt of Mr***’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 daysAfter 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 cancelationIf the customer keeps their 30-day supply after the 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 days thereafterNowhere 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] a customer needs to contact customer service, the phone number is listed on www.nuvalift.com, the pamphlet they receive with their productThe terms are disclosed clearly on www.nuvalift.com where the customer ordered their productThe customer also has to click "I agree to the terms and conditions" twice before the order is processedIf the customer does not "agree" to the terms, the order will not processThe 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/This is when they paid the initial $for shipping, and marks the start of their 14-day trial periodWe 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 endedThe customer did not contact us until 7/23/to let us know he had never received the product, and requested a refundUnfortunately, 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 orderIn 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 reasonWe hope you can appreciate that we do not allow our employees to be spoken to in such an unprofessional mannerI have also attached the checkout screen on page 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 companyOnce this happens, it is up to the bank to decide whether the customer is eligible for a refund and is out of our controlUpon 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 customerWe are very sorry, but unable to be of further assistance in this matter Sincerely,

The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected] 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 processedIf the customer does not "agree" to the terms, the order will not process The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information Specifically, this customer placed their order on 7/7/ [redacted] stated she place the order by clicking on a pwindow on her computer- all advertisements utilized by our company redirect the consumer to www.nuvalift.com, and only to this site, so that all will have the opportunity to review the terms and conditions On 7/7/she paid the initial $for shipping, and marks the start of her 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, 7/21/14, when the trial period ended The customer did not contact our customer support until 8/13/to cancel their subscriptionThe subscription was canceled at this time, and we attempted to work with the customer by offering a 50% refund, as she was calling weeks after the trial period ended and had already used the productUnfortunatley, the customer refused this offer We apologize for the misunderstanding, and are still willing to refund 50%, or $42.43, to [redacted] upon email confirmation to [email protected] that a resolution has been reachedHowever, 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 processedWe are also willing to send out a complimentary bottle of NuvaLift to the customer if they are interested Sincerely, Nuvalift Management

February 25, 2015ComplaintID: [redacted] We wouldlike to acknowledge receipt of Ms [redacted] ’s complaint and appreciatethis opportunity to address itOur customers are sent their initial 30-daysupply of NuvaLift to try for the first days without chargeOn the 15thday, if the customer has not contacted us, they are automatically billed for theproduct in their possession and enrolled in our NuvaLift Preferred CustomerClub, where they receive a monthly supply every days thereafterNowhere onour website do we claim to offer a free sample, sample size, trial size, orfree giftWe offer all customers a trial period to try our full sized productAtNuvaLift.com we do not hide our Terms and Conditions in small, unreadable textor behind a hyperlinkThey are disclosed directly on the ordering website atthe bottom of the page in size font, and are also highlighted in a largewhite box on the second page where the customer inputs their credit cardinformation (please see image on page 2)The customer has to click on “I agreeto the Terms and Conditions” twice before the order is processedIf thecustomer does not “agree” to those terms, the order will not go through Thiscustomer began her trial on 1/30/We did not receive a request to cancel andso on 2/13/15, her account was charged the retail value of the product in herpossessionOn 2/18/15, we received a call from the customerAt this time, heraccount was cancelled and after our Customer Support Representative explainedour Terms and Conditions, the customer requested to speak with a supervisor As acourtesy, the supervisor offered the customer a refund of $for her sealedproductWe will still honor this refund and it will be processed once wereceive that product Customersatisfaction is very important to us, and we are continuously striving tostreamline and perfect the quality of our serviceWe do stand by our policiesand would like to reiterate that our customers accept the Terms and Conditionstwo separate times before the order is processedIt is also the customer’sresponsibility to contact us within that trial period if they are not satisfiedwith our product Sincerely,NuvaLiftManagement

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 daysAfter 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 cancelationIf the customer keeps their 30-day supply after the 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 days thereafter The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected] a customer needs to contact customer service, the phone number is listed on nuvalift.com, the pamphlet, and the package the product is shipped inThe terms are disclosed clearly on nuvalift.com where the customer ordered their productThe customer has to also click "I agree to the terms and conditions" twice before the order is processedIf the customer does not "agree" to the terms, the order will not processThe terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product Specifically, this customer placed their order on 4/9/This is when they paid the initial $for shipping, and marks the start of their 14-day trial periodSince we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 4/23/14, when the trial period ended Ms [redacted] contacted our company to cancel her subscription on 4/25/and her subscription was canceled at that timeMs [redacted] filed a chargeback against our company on 5/20/14, and the matter is now out of our hands as the bank is handling itWe are willing to reconsider this case once the bank considers the dispute resolved We would like to reiterate that our customers accept the terms and conditions two separate times to process their ordersWe state the terms and conditions clearlyTerms and conditions are located on the website, and should be read as they are there for a reasonPlease refer to our websitehttp://nuvalift.com

We would like to acknowledge receipt of [redacted] complaint and appreciate the opportunity to address it. At AM Labs every customer is given the right to try their first 30-day supply of NuvaLift without charge for the first 14 days. After the 14-day trial period, if the customer is dissatisfied with the product, they are to return the remainder postmarked for return within their 14-day trial period and also contact our Customer Support Team via email or phone to notify a request for cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter. The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on nuvalift.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on nuvalift.com where the customer ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product. Specifically, this customer placed their order on 6/20/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 7/4/14, when the trial period ended. Ms. Canizales contacted our company on 7/7/14 to cancel her subscription. Her subscription was canceled but she was not issued a refund at that time because this charge was in accordance with the Terms and Conditions she agreed to upon placing her order. We are willing to go ahead and refund the $84.87 for this complaint, however we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We state the terms and conditions clearly. Terms and conditions are located on the website, and should be read as they are there for a reason. Please refer to our website. http://nuvalift.com

RevDex.com: 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 am rejecting the offer from Nuvalift several reasons. I attempted to contact them regarding my trail period on February 20th but their phone center was closed so I left a message for a return call. I tried to contact them again on the 21st which was a Saturday and their phone center was closed for the weekend. I again left a message. I tried yet again on Monday, February 23rd when I was finally able to speak with someone about my trial period. I explained my situation and while the CSR was polite, she was unable to resolve my situation. I then requested to speak to a suprvisor. After a very long hold I was informed that a supervisor was not available but one would call me back within 48 hours. I called again on the 24th to speak with a supervisor. After speaking with 3 people, none of whom were able to resolve my situation to my satisfaction other than offering me a free, complimentary jar of Nuvalift cream, I contacted the BBB for resolution. I never did receive a call back from any supervisor and no one acknowledged my attempts to contact the company. If this company is not available at the least 7 day a week then my trial period shouldn't include weekends either. It should be only for weekdays. If I can't contact the company 24/7 to extend my trial period, then my trial period should be within the same parameters that they are available which is Monday through Friday for only certain hours Eastern time. The hours they are available make it difficult to contact them the farther West you are. I also feel that using the names of famous people as examples of people who endorse the product is very misleading and actually lying. All in all, I am furious about how this company does business. Any legitimate business with a legitimate product and sound business practices doesn't have to resort to trickery and lying in order to be successful. I would still like my money refunded, only what is owed me and nothing more. I have been in business myself and have also worked in several aspects of customer service , including as a supervisor in a Call Center and would never have treated someone this way. A satisfied customer will tell several people of their good experience, however, an unhappy customer will tell many, many more people about their experience and that does not create a good, healthy busines. A great product with great business practices are the basis for a successful business and you don't need to lie about it or suck people in with tricks or false advertising. I will be telling everyone I know and some I don't about my experience with this company and this product. Furthermore, I have been using it for over a month now an am not seeing any reduction in wrinkles, age spots or firming of my skin and I have had some skin breakouts. Regards, [redacted]

Complaint ID: 1 [redacted] We would like to acknowledge receipt of Ms. Susan Kraeger’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. Specifically, this customer placed their order 8/21/14. 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, 9/4/14, when the trial period ended. Unfortunately, the customer did not contact our company until 9/9/14 to cancel their subscription. The subscription was canceled at his time, but they were not issued a refund because the 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 the $84.87 upon receipt of email confirmation at [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

Please see attached July 25, windowtext;"> 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 daysAfter 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 cancelationIf the customer keeps their 30-day supply after the 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 days thereafter The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected] 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 inThe terms are disclosed clearly on www.nuvalift.com where the customer ordered their productThe customer also has to click "I agree to the terms and conditions" twice before the order is processedIf the customer does not "agree" to the terms, the order will not processThe 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/This is when they paid the initial $for shipping, and marks the start of their 14-day trial periodSince 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 endedThe customer contacted our company on 5/21/to cancel their subscriptionTheir 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 orderIn 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 jurisdictionUntil the bank resolves the dispute, the account is frozen We apologize for the misunderstanding, and are going to go ahead and refund the $for this complaintHowever 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 ordersWe are also willing to send out a complimentary bottle of NuvaLift to Ms [redacted] if she is interested Sincerely, Nuvalift Management

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, [redacted] placed her order on 4/15/14. This is when she paid the initial $4.95 for shipping, and marks the start of her 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, she was charged for the full-month’s supply on the 15th day, 4/30/14, when the trial period ended. Deborah contacted our company on 5/23/14 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. Upon receipt of this complaint and after reevaluating her account, we are willing to go ahead and refund the $84.87. 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 the website, and should be read as they are there for a reason. Please refer to our website. http://nuvalift.com

We would like to acknowledge receipt of Ms [redacted] [redacted] complaint to our response and appreciate the opportunity to address it We apologize for the misunderstanding, and are willing to refund the full amount of $upon email confirmation to [email protected] that a resolution has been reachedHowever, 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

Revdex.com: 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, [redacted] n [redacted]

October 31, Complaint ID: [redacted] We would like to acknowledge our receipt of Ms [redacted] complaint, and appreciate this opportunity to address itOur customers are sent their initial 30-day supply of NuvaLift to try for the first days without chargeOn 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 days thereafterNowhere 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 hyperlinkThey are disclosed directly on the ordering website at the bottom of the page in size 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 processedIf 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 periodIt was also when she paid the initial $for shipping and handlingThat is not the price of the product she was sentSince we did not receive a request for cancellation during the allotted time, the customer was charged $for the full month’s supply in her possession on the 15th day, 9/22/ Our records indicate that the customer first called to cancel on 9/24/14, which was outside of her trial periodAll of our phone calls are date and time stampedDuring 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 $was for the product she received during the trial periodThe customer was never sent a second product nor was she charged for oneDuring this call, the customer was informed that her account had been cancelled and that she had only been sent one productDuring this call as well, there was no mention of a refund We apologize for the misunderstanding, and are willing to refund the $upon email confirmation to [email protected] that a resolution has been reachedHowever, 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

We would like to apologize again for any misunderstandingsHowever, as we have cancelled the customer's account and waived the balance owed, and she has declined the complimentary jar, there is nothing more that we can do for her

Complaint ID: [redacted] We would like to acknowledge receipt of Ms [redacted] complaint, and appreciate this opportunity to address itOur customers are sent their first full 30-day supply of NuvaLift to try for the first 14-days without chargeOn 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 days thereafterNowhere 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] 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 hyperlinkThey are disclosed directly on the ordering website, at the bottom of the page in size font, and also highlighted in a large white box on the second page where the customer inputs their card informationThe customer has to click “I agree to the Terms and Conditions” twice before the order is processedIf 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/This is when they paid the initial $for shipping, and it also marks the start of their 14-day trial periodSince 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 endedUnfortunately, the customer did not contact us until 10/6/14, therefore we were unaware she was dissatisfied with the productThe 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 orderOur 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 wellWe 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 websiteNuvaLift is only available for purchase from our websiteI 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 decisionFor 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 $upon email confirmation to [email protected] that a resolution has been reachedHowever, 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

January 14, Complaint ID: [redacted] serif;"> We would like to acknowledge receipt of Ms [redacted] n [redacted] ’s complaint, and appreciate this opportunity to address itOur 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 via phone or email, 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 days thereafterNowhere on our website do we claim to offer a free sample, sample size, trial size, or free giftWe 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 hyperlinkThey are disclosed directly on the ordering website at the bottom of the page in size 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 processedIf the customer does not “agree” to those terms, the order will not go through On 12/12/14, this customer placed her order and paid the initial $for shipping and handlingThis was also the start of her 14-day trial periodWhen we did not receive a request to cancel from the customer within that trial, her account was charged on 12/26/for the full price of the jar We first heard from the customer on 12/29/via email to cancelThe account was cancelled, however because the customer was outside of the trial period, we were unable to offer her a refund for an open productOur supervisor authorized a refund of $without requiring the customer to return the product to us and that refund was processed We do apologize for the inconvenience and any miscommunication that may have occurred, and as a courtesy, would like to offer the customer the remaining $to bring the customer’s total refund to 50% of the retail value of NuvaLiftThis refund will be processed upon receiving an email to [email protected] that a suitable resolution has been reached Customer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our serviceWe 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 processedIt is also the customer’s responsibility to contact us within that trial period if they are not satisfied with our product Sincerely, NuvaLift Management

Specifically, this customer placed their order on 12/10/This is when they paid the initial $for shipping, and marks the start of their 14-day trial periodSince we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 12/24/13, when the trial period ended [redacted] contacted our company on 2/10/to cancel her subscriptionHer 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 $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 ordersWe state the terms and conditions clearlyTerms and conditions are located on the website, and should be read as they are there for a reasonPlease refer to our websitehttp:// nuvalift.com

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

As advertised on TV may have been the first problem, lesson we'll learnedI payed for a product that I have yet to receive and test for my self and yet there have been $taken out of my bank account that was not authorizedI have been trying to get in touch with the company as well with continued failed attemptsI think as a consumer you should make that readily availableI still have yet to try this product and I have purchasesI find this disturbing We would like to acknowledge receipt of this customer's complaint complaint and appreciate the opportunity to address this customer’s concernSpecifically Ms [redacted] complains that she has not received any shipments of NuvaLift, she is unsure why she is being charged for it, and that she is unable to reach out Customer Support Team After reviewing Ms [redacted] 's account information, it is evident that she has not attempted to contact our Customer Support Team throughout her subscription of NuvaLift, which began on 4/4/when she placed her order for a 14-day trial of our productOur Customer Support Team is available Monday - Friday 7:am - 4:pm and Saturday from 8:am - 12:pmOur phone number is listed multiple times on our website, as is our Customer Support email addressShe has never attempted to inquire about the charge or cancel her subscription using any of these methods since she placed an order for our product, which explains why she is confused about the chargesIt is also clear that she has received every shipment of NuvaLift she has been sent, including the monthly supply she was sent for the trial (4/4), the monthly supply she was sent days later as a member of NuvaLift Preferred Customer's Club (5/19), and the shipment she was sent the following month (6/18)These are valid claims proven through looking up the tracking numbers associated with each order At no point did we intend to mislead or misrepresent our trial offer and we regret any inconvenience the customer experiencedHowever, if the customer does not contact us to inquire about the charge or cancel their subscription, we have no way of knowing there is a problem, let alone resolve itWe strongly encourage our online customers to review the Terms and Conditions before finalizing their transactionTo ensure there is no confusion when placing an order through our trial website, we provide the Terms and Conditions in three separate locations before the order is completed, and do not process any orders without the customer first clicking a box saying they agree to our TermsWe recommend our customers contact us with any questions or concerns Upon receipt of this complaint, I have gone ahead and canceled Ms [redacted] 's subscription to our product and she will not be charged for or shipped out NuvaLift again Best Regards, NuvaLift Customer Support