Obesity Research Institute

I see the Lipozene tv commercial all the time. How can this type of fraudulent advertising be continued with no regard for the poor public that is taken by these campaigns? It is so clearly a lie, take a small unregulated by the FDA pill and with no exercise or diet change loose huge amounts of "fat". While this is laughable, many unsuspecting people may fall victim to the claims. Can the government not protect its populace from this kind of fraud?Desired SettlementAre there not laws in force to stop these claims? Remove or modify this false advertising.Business Response Radial on behalf of Lipozene4910 Longley Lane, Suite 101 - Reno, NV 89502Phone: 1-888-220-8907 Fax: 719-948-19706/1/16[redacted]RE: [redacted] Case# [redacted]Dear [redacted], We are in receipt of the information from [redacted]. Here are the details in the investigation:We have no record for an order by [redacted] for Lipozene. We sincerely apologize for any inconvenience caused for our customer. We appreciate the opportunity to respond to this matter.Sincerely,[redacted],Operations ManagerRadial Customer Service Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)White I did not purchase the product, my complaint was fraudulent advertising. Final Business Response Radial on behalf of Lipozene4910 Longley Lane, Suite 101 - Reno, NV 89502Phone: 1-888-220-8907 Fax: 719-948-19706/10/16[redacted]RE: [redacted] Case# [redacted]Dear [redacted], We are in receipt of the rebuttal from [redacted]. Here are the details in the investigation:We have no record for an order by [redacted] for Lipozene. We sincerely apologize for any inconvenience caused for our customer. We appreciate the opportunity to respond to this matter.Sincerely,[redacted],Operations ManagerRadial Customer Service

I SEEN THIS PRODUCT ONLINE AND WHEN I WAS ABOUT TO FINISH MY PURCHASE I SEEN THE COST OF IT SO I DID NOT SUBMIT MY ORDRER, BUT THEY TOOK MONEY OFF MY CARD ANYWAY AND I WANT MY MONEY BACKProduct_Or_Service: LIPOZENEOrder_Number: [redacted]Desired SettlementI WANT MY MONEY BACK THEY DONT HAVE ANY WORKING NUMBERS ITS A SCAMBusiness Response [redacted] on behalf of Lipozene4910 Longley Lane, Suite 101 - Reno, NV 89502Phone: 1-888-220-8907 Fax: 719-948-19705/18/16Revdex.comAttn: [redacted]RE: [redacted], Case# [redacted], Order # [redacted]Dear[redacted], We are in receipt of the information from [redacted]. Here are the details in the investigation:On 5/5/16, we received the electronic order from the Lipozene website for an order containing the following products: 2 trial size bottles of Lipozene, 3 full size bottles of Lipozene, 2 bottles of MetaboUp Plus, and one free bonus bottle of MetaboUp Plus at the total cost of $181.09.*Note: As an independent third party service company we do not participate in the sales made by the website. We receive the sales/order data directly from the website in electronic data files, process the payments and ship the products accordingly. On 5/5/16, [redacted] credit card was charged $181.09 and the order was shipped to her address. On 5/5/16, [redacted] contacted our customer service department requesting that her order be canceled and would like to be refunded because she stated she didn't agree to the price. We advised her that the order was shipped but we offered to switch her to a multi-payment plan, where she would be refunded $119.85 and later recharged that amount in two monthly payments. [redacted] agreed to switch to the payment plan. We then issued a refund in the amount of $119.85. We informed [redacted] all refunds are issued to the original credit card used to place this order. On 5/7/16, [redacted] contacted our customer service department regarding the status of her refund. We informed her to allow 5-10 business days to see her refund on her bank/credit card statement. On 5/17/16, [redacted] contacted our customer service department informing that she returned her order and to check the status of her return. Our customer service representative advised we have yet to receive the order. To date, we have had no further contact with [redacted].To date, we have not received a return in our warehouse for [redacted] order.We sincerely apologize for any inconvenience caused for our customer. We appreciate the opportunity to respond to this matter.Sincerely,[redacted],Operations Manager[redacted] Customer Service

On 2/1/16 & 2/2/16 I became very sick with stomack pains as well as throwing up, so on 2/2/16 I had my son [redacted] call them so that we can return this product. He spoke to [redacted] who provided him their mailing address along with a rma number to return product. He was informed that once they got it a refund would be issued within 3-5 days. He went to my post office on that day and sent it back. They received it on 2/4/16 at 7:45am so I should have had my credit by 2/10/16.Desired SettlementFull refund of $31.10 plus $3.95 to ship back productBusiness Response [redacted] on behalf of Lipozene4910 Longley Lane, Suite 101 - Reno, NV 89502Phone: 1-888-220-8907 Fax: 719-948-19702/23/16Revdex.comAttn: [redacted]RE: [redacted], Case# [redacted], Order # [redacted]Dear [redacted], We are in receipt of the information from [redacted]. Here are the details in the investigation:On 1/13/16, we received the electronic order from the Lipozene website for an order containing the following products: 2 trial size bottles of Lipozene, and one bottle of [redacted] Plus as a free bonus at the total cost of $31.30. *Note: As an independent third party service company we do not participate in the sales made by the website. We receive the sales/order data directly from the website in electronic data files, process the payments and ship the products accordingly. On 1/15/16, [redacted] credit card was charged $31.30 and the order shipped to her address. On 1/22/16, [redacted] contacted our customer service department to and stated she only received one bottle of [redacted] Plus. Our customer service representative clarified to [redacted] that we only send one free bottle of [redacted] Plus. On 2/2/16, [redacted] son contacted our customer service department to request a return authorization number because he claimed that the product made [redacted] sick. Our supervisor took over the call to get further details of [redacted] illness but her son declined to discuss any further. Our supervisor then provided the return authorization number and return instructions. On 2/10/16, a return was received in our warehouse. [redacted] was issued a refund in the amount of $29.95 which is for the full amount less the $1.35 processing fee. All refunds are issued to the original credit card used to place the order. Our money back guarantees cover the price of the product. We do not reimburse for return costs. On 2/16/16, as a courtesy we issued a refund in the amount of $1.35 which is for the processing fee. [redacted] has now been refunded in full for her order.To date, we have had no further contact with [redacted]. We sincerely apologize for any inconvenience caused for our customer. We appreciate the opportunity to respond to this matter.Sincerely,[redacted],Operations Manager[redacted] Customer Service Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)

I lost 100 pounds with lipozene I have been trying to meet your marketing department for the longest time I have pictures to prove for proof and I think that people should know how great this product really is but anyone who says it doesn't work I know that they must not have stuck with it it only took me a year and I have maintain this weight loss now for 3 years thanks for listening","pos-1

I wanted to lose weight. I called Lipozene via TV ad to get the promo where I buy 1 for $29.95, and a 2nd free.Also with a free gift of MetaboUp. Order Date: First order 12/23/15 (charging $136.17 the FIRST order) and every month thereafter; charging $21.30 each month.I went to cancel the order and hung up. I got a call back the next morning to ask if there was a problem ordering, and I explained my frustrations from the previous night. He assured me that the order was cancelled.Then he misled me to believe that if I ordered one months' worth that I would receive a $50 Walmart gift card. He further explained that if I continued it would cost me $21.30 a month along with a $25.00 Walmart gift card. These people tell customers whatever is necessary to make a sale. I never was told that I had to enroll in a pay club to get my $25.00 Walmart Gift Card either.Desired SettlementI would like to be guaranteed that I will NOT be charged anymore money nor shipped any more of the product. I WANT ALL PAYMENTS BACK FROM THIS COMPANY!!!! They misled me into believing I would get something if I continued to purchase from them and I believe they should refund ALL the money I paid to them.Business Response Radial on behalf of Lipozene4910 Longley Lane, Suite 101 - Reno, NV 89502Phone: 1-888-220-8907 Fax: 719-948-19706/17/16[redacted]RE: [redacted]# [redacted], Order #[redacted]Dear [redacted], We are in receipt of the information from Dawn Pope. Here are the details in the investigation:On 12/20/15, we received the electronic order from the Lipozene telemarketer for an order containing the following products: 2 trial size bottles of Lipozene, 3 full size bottles w/ discount and 2 bottles of MetaboUp Plus at the total cost of $136.17. On 12/21/15, we received a electronic order from the Lipozene telemarketer for an order containing the following products: 2 trial size bottles of Lipozene w/ club, and 1 free bonus bottle of MetaboUp Plus at the total cost of $31.30.*Note: As an independent third party service company we do not participate in the sales made by the telemarketer. We receive the sales/order data directly from the telemarketer in electronic data files, process the payments and ship the products accordingly. On 12/23/15, [redacted] credit card was charged $136.17 and $31.30 and the orders were shipped to her address.On 1/22/16, [redacted] credit card was charged $21.30 for the monthly club and the order was shipped to her address.On 2/21/16, [redacted] credit card was charged $21.30 for the monthly club and the order was shipped to her address.On 3/23/16, [redacted] credit card was charged $21.30 for the monthly club and the order was shipped to her address.On 4/22/16, [redacted] credit card was charged $21.30 for the monthly club and the order was shipped to her address.On 5/22/16, [redacted] credit card was charged $21.30 for the monthly club and the order was shipped to her address.On 6/3/16, [redacted] contacted our customer service and wanted to cancel her monthly club program. [redacted] stated the reason was due to having difficulty claiming her rewards from our Lipozene Rewards program. Our customer service representative informed her monthly club program has been canceled and referred her to the Lipozene Rewards website on how to redeem her gift card.As a courtesy we have issued two refunds in the amount of $21.30 for the last two club order shipments. All refunds are issued to the same credit card used in the initial order. To date, our warehouse has not received any returns from [redacted]. We sincerely apologize for any inconvenience caused for our customer. We appreciate the opportunity to respond to this matter.Sincerely,[redacted],Operations ManagerRadial Customer Service

You can reference order number: [redacted]I never authorized this and had already asked them to stop charging me. They lied on there as, which stated clinical trials and that we didn't need to change our habits. I've gained 15 lbs from this and feel more hungry when I take it. I want my money back and for LIPOZENE to cease commercial advertising and to be honest Desired SettlementRefund, stop charging my debit card, and to stop false advertising Business Response [redacted] on behalf of Lipozene4910 Longley Lane, Suite 101 - Reno, NV 89502Phone: 1-888-220-8907 Fax: 719-948-19702/4/16[redacted]RE: [redacted], Case# [redacted], Order # [redacted]Dear [redacted], We are in receipt of the information from [redacted]. Here are the details in the investigation:On 11/19/15, we received the electronic order from the Lipozene website for an order containing the following products: 2 trial size & 2 full size bottles of Lipozene with club, and a free bottle of MetaboUp Plus at the total cost of $88.39.*Note: As an independent third party service company we do not participate in the sales made by the telemarketer. We receive the sales/order data directly from the telemarketer in electronic data files, process the payments and ship the products accordingly. On 11/19/15, [redacted] credit card was charged $88.39 and the order shipped to his address.On 1/19/16, [redacted] credit card was charged $35.22 for the first payment for his first bi-monthly club order and the order shipped to his address.On 1/26/16, [redacted] contacted customer service requesting to speak to a supervisor regarding why he was billed again. Our supervisor explained to [redacted] that his initial order came with club membership. Our supervisor canceled [redacted] club membership per his request and canceled the 2nd payment from his club order as a courtesy. As a courtesy, we have issued a refund in the amount of $35.22 making a refund in full for [redacted] monthly club order. All refunds are issued to the original credit card used to place the order.To date, we have had no contact with [redacted].To date, we have yet to receive [redacted] order at our warehouse.We sincerely apologize for any inconvenience caused for our customer. We appreciate the opportunity to respond to this matter.Sincerely,[redacted],Operations Manager[redacted] Customer Service Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I don't want to deal with this anymore, however, I suggest they change tbeir advertising, as it IS false. Their products do not work, and they know it.

When Lipozene advertises they say you can submit a refund within 30 days of receiving your product, I called to submit a refund and they told me because I am on the auto pay my shipment can not be returned. This information is never disclosed when you go to purchase there product. Also I tried to cancel the order right after they emailed me saying they were processing the shipment but it was already to late, the email came during or after they shipped the product giving me no chance to ask for a return.Product_Or_Service: Lipozene MetaboUPDesired SettlementAll I would like is a refund on the last shipment sentBusiness Response Radial on behalf of Lipozene4910 Longley Lane, Suite 101 - Reno, NV 89502Phone: 1-888-220-8907 Fax: 719-948-19707/29/16[redacted]RE: [redacted] Case# [redacted], Order #[redacted]Dear [redacted], We are in receipt of the information from [redacted]. Here are the details in the investigation:On 1/5/16, we received the electronic order from the Lipozene telemarketer for an order containing the following products: 2 trial size bottles of Lipozene with club, 2 full size bottles of MetaboUp Plus with club, and 1 free bottle of MetaboUp Plus at the total cost of $91.23. **Note: As an independent third party service company we do not participate in the sales made by the Lipozene website. We receive the sales/order data directly from the Lipozene website in electronic data files, process the payments and ship the products accordingly. On 1/5/16,[redacted] credit card was charged $91.23 and the order was shipped to his address.On 3/6/16,[redacted] credit card was charged $81.23 for his first club shipment and the order was shipped to his address.On 5/6/16,[redacted] credit card was charged $81.23 for his second club shipment and the order was shipped to his address.On 7/4/16,[redacted] credit card was charged $81.23 for his third club shipment and the order was shipped to his address.On 7/5/16, [redacted] canceled his club program through our automated response system. Our automated response program confirmed he successfully canceled his club program and provided a cancelation number.On 7/18/15, [redacted] contacted our customer service to return his most recent club shipment. Our customer service representative informed [redacted] that his club shipments are non-refundable but confirmed his club program has canceled.Our 30 day money back guarantee only applies to trial orders.As a courtesy, we have issued a refund in the amount of $81.23 for[redacted] most recent order. All refunds are issued to the same credit card used in the initial order.To date, our warehouse has not received any orders from [redacted]. To date, we haven't had any contact with [redacted]. We sincerely apologize for any inconvenience caused for our customer. We appreciate the opportunity to respond to this matter.Sincerely,[redacted],Operations ManagerRadial Customer Service

My menstrual cycle was extremely heavy and went for almost a month.It stopped three days after I stopped taking the product.","neu-1

I have tried the Lipozene product and do not like it. I called to cancel my account twice and my bank account is still being billed every month and they are still delivering a product that I do not want.Product_Or_Service: Lipozene pillsDesired SettlementI want them to cancel my order and refund me the money for this past month to my checking account and I will return the product to them. [redacted]Business Response Radial on behalf of Lipozene4910 Longley Lane, Suite 101 - Reno, NV 89502Phone: 1-888-220-8907 Fax: 719-948-19707/7/16[redacted]RE: [redacted] Case# [redacted], Order #[redacted]Dear [redacted] We are in receipt of the information from [redacted]. Here are the details in the investigation:On 1/3/15, we received the electronic order from the Lipozene telemarketer for an order containing the following products: 2 trial size bottles of Lipozene with club and 1 free bottle of MetaboUp Plus at the total cost of $41.25. *Note: As an independent third party service company we do not participate in the sales made by the telemarketer. We receive the sales/order data directly from the telemarketer in electronic data files, process the payments and ship the products accordingly. On 1/4/15, [redacted] credit card was charged $41.25 and the order was shipped to her address.On 1/23/15, [redacted] contacted our customer service to place another order. Our customer service representative informed [redacted] that she is subscribed to a bi-monthly club program and explained each shipment is split into monthly payments.On 3/19 /15, [redacted] contacted our customer service regarding the billing and shipping schedules for her club program. From 2/6/15-6/13/16, [redacted] was sent a 2 full size bottles of Lipozene every 60 days based from her initial order for $41.25, which is split into 2 monthly payments.On 6/14/16, [redacted] contacted our automated response system to cancel her club program. Our automated response program confirmed she successfully canceled her club program and provided a cancelation number.To date, our warehouse has not received any orders from [redacted]. To date, we haven't had any contact with [redacted]. As a courtesy, we have issued a refund in the amount of $20.63 for [redacted] most recent order and canceled the order's 2nd payment. All refunds are issued to the same credit card used in the initial order.We sincerely apologize for any inconvenience caused for our customer. We appreciate the opportunity to respond to this matter.Sincerely,[redacted]Operations ManagerRadial Customer Service

I am in dire need of losing weight. I logged into Lipozine, to take advantage of the promo where I buy 1 for $29.95, and I get a second for free, with a free gift of MetaboUp. Link:https://shop.lipozene.com/order/cart/Instead, I get charged this:Order Id: [redacted]Order Date: 2016-03-15 13:37:30 FREE METABOUP PLUS DEFAULT OFFERUPC: S682-115 1 $0.00 $0 LIPO: TRIAL + 3 FULL + 10% OFFUPC: S682-117 1 $134.82 $134.82Sub Total: $134.82 Shipping Charges: $0.00 Fuel Surcharge: $1.35 Taxable Amount: $134.82 Sales Tax: $0.00 Grand Total: $136.17 _________________________________I went to cancel this order, with no confirmation # of the cancellation, and they could not find the order. I get a call back from a local number, 262-200-0570, to ask if there was a problem ordering, and I told him that I wanted the said order listed in the link, then was told that the BOGO + Free Gift + Free Shipping for $29.95 is sent to my email, and it is not there. I have NO confirmation that the new order is even correct. This company is trying to pull fast ones. There is no receipt. No cancellation notice. Nothing.Product_Or_Service: LIPO: TRIAL + 3 FULL + 10% OFFOrder_Number: [redacted]Desired SettlementI would like my whole entire orders cancelled, with guarantee that I will NOT be charged the $29.95, much less the $136.17 - There is no receipt on any of the other transactions, and I am in no position to pay. Do not charge me, do not bill me, and do not charge me for anything, at all. There is no need even for the $1.35 because the product(s) should not have left the building.Business Response Innotrac on behalf of Lipozene4910 Longley Lane, Suite 101 - Reno, NV 89502Phone: 1-888-220-8907 Fax: 719-948-19703/22/16Revdex.comAttn: Terry Schiller991 Bible WayReno, NV 89502RE: Lika M. Phipps, Case# 11039680, Order # 53048569Dear Ms. Schiller, We are in receipt of the information from Lika M. Phipps. Here are the details in the investigation:On 3/15/16, we received the electronic order from the Lipozene website for an order containing the following products: 2 trial size bottles of Lipozene, 3 full size bottles w/ discount and 2 bottles of MetaboUp Plus at the total cost of $136.17. That same day, we also received a electronic order from the Lipozene telemarketer for an order containing the following products: 2 trial size bottles of Lipozene, and 1 free bonus bottle of MetaboUp Plus at the total cost of $31.30.*Note: As an independent third party service company we do not participate in the sales made by the website/telemarketer. We receive the sales/order data directly from the website/telemarketer in electronic data files, process the payments and ship the products accordingly. On 3/16/16, Ms. Phipps' credit card was charged $136.17 and $31.30 the orders were shipped to her address. On 3/16/16, Ms. Phipps contacted our customer service and wanted to cancel her order that was for $136.17. Our customer service representative informed her that we are unable to cancel the order due to it already being shipped. Ms. Phipps was then informed to call back for return information when she receives her order.On 3/22/16, Ms. Phipps contacted our customer service requesting information on how to return her order. Our customer service representative provided her with a return authorization number and our return address. To date, we have not received a return in our warehouse for Ms. Phipps' order.As a courtesy, we have issued a refund in the amount of $136.17 and $31.30, which is a refund in full for Ms. Phipps's two orders. All refunds are issued to the original credit card used to place this order.We sincerely apologize for any inconvenience caused for our customer. We appreciate the opportunity to respond to this matter.Sincerely,Barbara Egan,Operations ManagerInnotrac Customer Service Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)The website should have a spot to be able to view the order before just automatically billing when it gets there. The man who called about the order processing had said that the original web order was not to be worried about, and that I could ignore it. I found out on my phone call on 3/16 when I cancelled the larger order that the man I talked to on the phone had given me a total of 3 different pieces of incorrect information, one was that he never cancelled that other order.The first call I made on 3/22/2016 was answered by a man who told me to "just write return to sender on the box, and we will refund you". I asked about the RA and Order #, and he had gotten a little annoyed that I asked about the return policy and got a little hasty. I had to hang up and call again, having to go through another LONG set of phone prompts to get another person for the return information.Here are the info/track numbers for the boxes:RA: 1856597Q Order # 53048569 ($136.17)USPS Tracking: 9534 6152 5913 6083 0015 51RA: 1856876Q Order # 53048595 ($31.30)USPS Tracking: 9500 1152 5913 6083 0015 42I ended up having to pay $14.03 total in postage to send the stuff back, one, for an order I didn't want to take, but, you can't back out nor can you cancel online, nor can you cancel via telephone automation, and when you finally get customer service, it's either too late or that service is actually lacking and slow.While I don't think I have a choice in the matter, so I must accept the terms of the transaction, I would certainly hope that the customer service people will be more careful and be knowledgeable with what they are doing for the customers.You may close the case, and I will never do business again with Lipozene, and will never recommend them to anyone with their messed up servers and lack of customer service. I just wish there was a way to get my time back from wasting my time on the phone, as well as the return postage money.Thank you, anyway. Good night.

I went online to order their trial of lipozene on 03/01/2015 and this month on 4/01/2015 they took another 61.00 out of my account and when I called customer service they informed me that they could not refund my money cause I was signed up on the club program and I told them that Is not what I wanted and wanted my money back and they told me that even if I sent the product back they still would not refund my money. Can you please help me with this issue.Thanks [redacted]Product_Or_Service: LipozeneDesired Settlementwhat they took out of my account which is 61.25Business Response Innotrac on behalf of Lipozene4910 Longley Lane, Suite 101 - Reno, NV 89502Phone: 1-888-220-8907 Fax: 719-948-197004/17/15[redacted]Attn: [redacted]RE: [redacted], Case# [redacted], Order # [redacted]Dear Ms. [redacted], We are in receipt of the information from [redacted]. Here are the details in the investigation:On 2/28/15, we received the electronic order from the Lipozene website for an order containing the following products: 2 trial size bottles of Lipozene with club, full size bottle of [redacted], and a free bottle of [redacted] at the total cost of $51.29.*Note: As an independent third party service company we do not participate in the sales made by the telemarketer. We receive the sales/order data directly from the telemarketer in electronic data files, process the payments and ship the products accordingly. On 3/2/15, Ms. [redacted]'s credit card was charged $51.29 and the order shipped to her address.On 4/1/15, Ms. [redacted]'s credit card was charged $61.25 for her first monthly club order and the order shipped to her address.On 4/2/15, Ms. [redacted] contacted our customer service department to inquire why she was billed a second time. Our customer service representative advised Ms. [redacted] that she was billed for her monthly club order. Ms. [redacted] then wanted to cancel her monthly club program and be refunded for her most recent order. Our customer service representative confirmed that her monthly club program has been canceled but her most recent order is non-refundable. Due to how upset Ms. [redacted] was, she was transferred to a supervisor for further assistance. Our supervisor explained that monthly club orders do not have a money back guarantee.As a courtesy, we have issued a refund in the amount of $61.25 making a refund in full for Ms. [redacted]'s monthly club order. All refunds are issued to the original credit card used to place the order.To date, we have had no contact with Ms. [redacted].To date, we have yet to receive Ms. [redacted]'s order at our warehouse.We sincerely apologize for any inconvenience caused for our customer. We appreciate the opportunity to respond to this matter.Sincerely,[redacted],Operations ManagerInnotrac Customer Service

Company stated a 30 day guarantee. Within the 30 days they sent a Second package charging more than the initial order, and refusing to cancel and return my funds. Basically they stole $40+ from me and we're excessively rude when I tried to cancel additional shipments.Product_Or_Service: lipozeneOrder_Number: [redacted]Desired Settlement31.30 for initial order within 30 day guarantee 41.25 for non agreed auto shipmentFor a total of $72.55Business Response Innotrac on behalf of Lipozene4910 Longley Lane, Suite 101 - Reno, NV 89502Phone: 1-888-220-8907 Fax: 719-948-19705/22/15[redacted]RE: [redacted], Case# [redacted], Order # [redacted]Dear Ms. [redacted], We are in receipt of the information from [redacted]. Here are the details in the investigation:On 4/11/15, we received the electronic order from the Lipozene website for an order containing the following products: 2 trial size bottles of Lipozene with club, and a free bottle of MetaboUp Plus at the total cost of $31.30.*Note: As an independent third party service company we do not participate in the sales made by the telemarketer. We receive the sales/order data directly from the telemarketer in electronic data files, process the payments and ship the products accordingly. On 4/13/15, Ms. [redacted]'s credit card was charged $31.30 and the order shipped to her address.On 5/15/15, Ms. [redacted]'s credit card was charged $41.25 for her first monthly club order and the order shipped to her address.On 5/15/15, Ms. [redacted] contacted our customer service department to return her initial order for a refund. Our customer service representative provided Ms. [redacted] with return instructions and informed her that her first monthly club order will be her last shipment. Ms. [redacted] then wanted to return her monthly club program and be refunded. Our customer service representative informed her that the most recent order is non-refundable. Due to how upset Ms. [redacted] was, she was transferred to a supervisor for further assistance. Our supervisor explained that monthly club orders do not have a money back guarantee.As a courtesy, we have issued two refunds in the amount of $31.30 and $41.25 making a refund in full for Ms. [redacted]'s trial and monthly club order. All refunds are issued to the original credit card used to place the order.To date, we have had no contact with Ms. [redacted].To date, we have yet to receive Ms. [redacted]'s order at our warehouse.We sincerely apologize for any inconvenience caused for our customer. We appreciate the opportunity to respond to this matter.Sincerely,[redacted],Operations ManagerInnotrac Customer Service Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)