NuvaLift

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 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 8/22/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, 9/5/14, when the trial period endedUnfortunately, the customer did not contact us to cancel their subscription until 8/16/The subscription was canceled at his time, but they were not eligible for a refund because the charge was in accordance with the Terms and Conditions agreed to upon placing their orderPlease see the inserted checkout screen on page 2, which provides all informaiton the customer needs to make an informed purchasing decision Out of courtesy, our supervisor offered this customer a 40% refund, in the amount of $33.95, for the product in her possessionIn regards to the customer stating that we forced her into agreeing to this settlement, our superisor was merely explaining to her the process of filing a chargeback with her bankWhen this happens, the bank becomes her representative and we are not allowed to issue a refund directly to the customerAdditionally, I have attached a scanned image of the box our poduct is sent out in, which does state all of the ingredients in our product We apologize for the misunderstanding, however feel there is nothing more we can do at this pointWe stand by our policies and would like to reiterate that our customers accept the terms and conditions two separate times before their order is processed Sincerely, Nuvalift Management

November 21, 2014 Complaint ID: [redacted] We would like to acknowledge receipt of Ms. [redacted] **’s complaint, and appreciate this opportunity to address it. Our customers are sent their initial full 30-day supply of NuvaLift to try for the first 14-days without charge. On... the 15th day, if the customer has not contacted us, they are automatically billed for the product in their possession and enrolled in our NuvaLift Preferred Customer Club, where they receive a monthly supply every 30 days thereafter. Nowhere on our website do we claim to offer a free sample or a trial product, only a trial period to try our product. At NuvaLift.com, we do not hide our Terms and Conditions in small, unreadable text or behind a hyperlink. They are disclosed directly on the ordering website at the bottom of the page in size 12 font, and are also highlighted in a large white box on the second page where the customer inputs their card information (please see image on page 2). The customer has to click “I agree to the Terms and Conditions” twice before the order is processed. If the customer does not “agree” to those terms, the order will not go through. This customer placed her order on 8/20/14. This was when the initial $4.95 was paid for shipping and handling, and was also the start of the customer’s 14-day trial period. Since we did not receive a request for cancellation and/or a returned product during the allotted time, the customer was charged for the full month’s supply in her possession on 9/3/14. Unfortunately, the customer did not contact us until 11/6/14, after she had been sent two additional products, one in October and one in November. When she spoke to our Customer Support Representative, her account was cancelled and she was provided with a cancellation number. This prevented any further shipments or billings. The Customer Support Representative also was able to waive the restocking fee and offered the customer a full refund of $84.87 for two sealed products. Both refunds were processed on 11/11/14, when our shipping department received the returned package. On 11/12/14, the customer called to inquire about her refunds. She was told they had been processed the day before and that it usually takes 3-5 business days for the amount to show back into the account. We apologize for any misunderstandings. Customer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our service. However, we do stand by our policies and would like to reiterate that our customers accept the Terms and Conditions two separate times before the order is processed. Sincerely, NuvaLift Mangement

Please see the attached document for our response January 13, Complaint ID: [redacted] class=""> We would like to acknowledge receipt of Mr [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 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, 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 This customer placed his order on 11/6/14, and this was the start of his trial periodOn 11/20/14, after not hearing from the customer to cancel his order, he was charged for the full price of the product he received and enrolled in the NuvaLift Preferred Customers Club, our monthly subscription program On 12/20/14, the customer was billed for and shipped a second jar of NuvaLiftWe first heard from the him on 12/26/During this call, we cancelled the customer’s account to prevent further billings and explained our trial periodWhen the customer requested to speak with a supervisor and get a refund for both products, he was transferredOur supervisor attempted to find a suitable resolution, however none was reached during this callOn 12/26/14, our supervisor attempted to contact the customer again, but was unable to reach him or leave a voicemail We received one sealed product and one opened product from the customer on 12/31/After receiving these products, we called and emailed the customer, but were not able to reach him We apologize for any miscommunication and would like to offer the customer a refund of $for the sealed product and $for the open productThese refunds will be processed upon receiving an email to [email protected] that a resolution has been reached Customer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our 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

We would like to apologize again for Mr. ***’s experience with NuvaLift, and we regret that our offer was not satisfactory to him. Unfortunately, as we have already stepped outside of our Terms and Conditions to offer a refund of $68.80 for the open product that was returned to us, we are unable to offer any more of a refund. Upon receiving an email to [email protected] that a resolution has been reached, we will still honor that offered amount. 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 our product. Sincerely, NuvaLift Mangement

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 12/16/13. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 12/30/13, when the trial period ended. [redacted] contacted our company on 1/7/14 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I do not accept this as an adequate response. I was offered this trial product for S&H only through another website (although I realize it may have linked to the Nuvalift website)I suspect that I did miss the fine print, assumed I wasn't being deliberately misled, and clicked "accept"Consequently, I doubt that anything illegal has occurred but common decency would be to refund the full price
There is zero doubt in my mind that the practice of this company is to deliberately lead people to think they are getting a free (S&H only) sample and to deliberately obscure the fact that it is, in fact, a monthly subscriptionThey may not be doing anything illegal but it is certainly reprehensible and should be stopped
I did accept the 50% "employee discount" because otherwise the person I talked to would have continued indefinitely to try and convince me that what this company does is OKI wonder how she can sleep at nightI'm not surprised they refused to refund my money but I am far from satisfied as the only outcome that would be acceptable is for this business practice to be ended
Finally, although I recognize my part in being taken in by this scam, I hope my experience - and the many others like it - are published far and wide so that others are not tricked
*** ***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below
I want to continue with the dispute because:
Response from the company is not reflected real process they are doing
regarding offer of advertising product sample - a 15-day trial (in accordance they policy):
- package was received on 9/3/and after days left unauthorised charge was made;
- the merchant do not have right automatically enroll customers without they permission.
It means, this company breakout customers rights and abused them
Regards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** *** ***

January 23, 2015Complaint ID: ***We would like to apologize again for *** *** *** experience with NuvaLift, and would like to take this opportunity to address the issues he brought up in his rejection to our previous response. In his complaint, he states the he only had nine days to test out our product due to a delay in shippingWe process our orders within hours of receiving them to ship them out as soon as possible and are are not responsible for any delays due to the United States Postal ServicesIn instances when products take longer to reach the customer, they can contact us to request an extension of their trial periodWe received no such request from this customer and were unaware that he did not receive the product in a timely fashion. The customer also states that merchants do not have the right to automatically enroll customers without their permissionAs mentioned previously, all customers are presented with the Terms and Conditions and no order is allowed to process unless those terms are agreed toIn the Terms and Conditions it states the unless we hear from the customer, he or she will be billed once their trial period is complete and will also automatically be enrolled in our NuvaLift Preferred Customers ClubWe do regret that this customer was unaware of the automatic enrollment, however he did agree to these Terms upon placing his order. 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

December 22, Complaint ID: ***
serif;">We would like to acknowledge receipt of Ms*** ***’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 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, sample size, trial size, or free giftWe offer all customers a trial period to try our full sized productAt 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 throughThis customer ordered her bottle of NuvaLift on 11/24/This trial period starts on the order date, not the date the product is receivedWe 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 deliveryAfter days, we did not hear from this customer or receive a returned product, and so on 12/8/she was billed for the full price of that productThe customer called on 12/9/after she had already been billedShe was ineligible for a refund, as the product was openOur Customer Support Representative explained the Terms and Conditions and let the customer know that they were presented at the time the order was placedThe customer requested to speak with a supervisor and was transferredThe supervisor then offered the customer a 50% refund because the product was openThe customer agreed to this refund, but began using inappropriate language so the supervisor disconnected the callThe 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 companyHowever, since the customer has already been refunded $for an open product and told to kept the jar of NuvaLift as a courtesy, we are unable to offer any more of a refundCustomer 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 Mangement

Please see the attached document for our response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe Nuva Lift company does NOT strive for customer service like they said in their responseI tried to resolve this issue with them before I contacted my credit card company and they would not give me a full refund on the un-opened (second) bottle I had just received in the mailThat is why I called the credit card companySomeone at Nuva Lift froze my account so they are able to un-freeze it if they really did strive for good customer service, but I believe they have no interest in resolving this issue with me just like so many unsuspecting customers before me.
I am not even able to use the product like I explained to the customer representative at Nuva Lift when I called, it irritated my face and made it dry and itchyIf they were a good company they'd stand behind their product!!
Regards,
*** ***

We would like to acknowledge receipt of *** ***’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 notify a request for cancelation. If 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 6/6/This is when they paid the initial $for shipping, and marks the start of their 14-day trial period
Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s
supply on the 15th day, 6/21/14, when the trial period ended
The customer contacted our company on 6/24/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 order
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 state the terms and conditions clearlyTerms and conditions are located 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 *** ***’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 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 4/11/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, 4/26/14, when the trial period endedThe customer contacted our company on 4/28/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 order
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 *** if she is interested

We would like to acknowledge receipt of Mr*** ***’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
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 or gift, only a trial period to try our productAt 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 throughThis customer placed his order on 10/30/This was when the initial $was paid for shipping and handling, and was also the start of the customer’s 14-day trial periodSince 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 his possession on the 15th day, 11/13/When the customer did call on 11/14/14, our Customer Support Representative explained the Terms and Conditions to him, and offered him a partial refund of $for his sealed product, due to our shipping department’s restocking feeShe was also authorized to refund the usually non-refundable $for shipping and handling, for a total refund of $The customer requested to speak with a manager, but he disconnected the call while on holdOn 11/26/14, we received the customer’s returned productHowever, that product was opened instead of sealedWe attempted to contact the customer to let him know that due to the product being open, we were unable to offer him the previous refund of $Unfortunately, we were not able to get a hold of the customerWe do apologize for this customer’s bad experience, and as a courtesy, will step outside of our usual policies to offer the customer the refund of $he was previously offered for his sealed productThis will be processed once we receive an email to [email protected] that a resolution has been reachedSincerely, NuvaLift Mangement

Thank you for your immediate attention to my query but you do not have to "dig" any further
I am almost too embarrassed to tell you but you need to know. The third debit to my account on 4/was actually a creditThis I found after chatting with my bank online. Therefore, aside
from being ripped off at the beginning, all is well. I do think, however, some changes are needed in their customer service department....I still have not received any replies to my emails sent
Again, thank you and I do apologize
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***