OZN Web

[redacted] OZN Web, LLC

 
01/28/2014
 
Customer information:

Refer To: [redacted]
Attention Office of The Northern and Western...

Arizona Revdex.com,
We appreciate the opportunity to address this matter. Ms. [redacted] placed an online order at [redacted]  for a 12 day trial period, that starts the day the order is placed, to be used with thee­ cigarette starter-kit. The [redacted] 30 day Starter Kit includes 1battery, USB charger, 3 clearomizers (this is the vial that vaporizes thee-juice), and 4 bottles of e-juice (nicotine based liquid). We do require the customer to check a box on the order submission page, stating that they have read and agree to the full terms and conditions and also that the customer is over the age of 18 and agrees to comply with all state, local and federal laws. No order will be successfully placed without this agreement. Please see snap shots of the ordering page, following this response.
The terms of the offer state that if the customer cancels during the evaluation period, prior to the first billing cycle, the customer is required to return the starter kit and unused refills. First month's billing cycle is
$99.95 for the Starter Kit and refills already received. Every 30 days thereafter, the customer will be billed the regular price of $99.95 per month for the auto shipment of clearomizers.
We state, in our terms and conditions, that we offer generous 30 day money back guarantee on all merchandise and all merchandise is subject to a restocking fee of $17.50. We simply request that the customer contact Customer Support [redacted] to obtain return instructions as well as a Return Merchandise Authorization number, which needs to be clearly printed on the return packaging. This RMA number enables our fulfillment  center to identify the returning customer, and assists in posting a speedy credit to the customer's account.
Ms. [redacted] initially contacted our customer service department on 11/11/2013 and accepted to continue the trial period time with a discount applied to the account and was provided the date to contact us back by, if she chose to cancel and avoid future shipments/charges. The next time Ms. [redacted] contacted our customer service department  was on 12/26/2013 and she was given return information for the most recently shipped package. Per terms, in order to obtain a credit the merchandise needs to be returned with a RMA and proper return
instructions. We have yet to receive the merchandise in return to provide a credit.
As a courtesy, we have provided 2 credits of $69.95 on 01/28/2014. Typically it takes 1-5 business days for the customer to see the credit(s) reflect in their account.
We hope that this resolution satisfies Ms. [redacted]'s complaint, and apologize for any inconvenience that may have
been experienced.
If there is anything further that we can do to assist in this matter, please do reach out to us directly at the number provided below.
Thank You, [redacted]
Office: [redacted]
On behalf of [redacted]

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.

There was no way to access the terms and conditions within the site and there was NO indication on the form that you had to accept the terms and conditions on the site.  In fact when ordered, the order form went blank and they just said thank you.  I actually tried to email them several times about this and once I found out that my card was charged, was the only indication that I knew the order went through and then I received a confirmation email.

I then called them to cancel the order since there was NO OTHER OPTION and I AM DEAF.  I immediately told the customer service person that I was DEAF and I could NOT hear her at all.  I constantly tried to have them correspond with me via email to resolve this issue and the customer service rep did NOT CARE that I COULD NOT HEAR.  After a frustrating 10 minutes or so... of me constantly telling the customer service rep I COULD NOT HEAR... I hung up because I could NOT HEAR and if the customer service rep was trying to explain that I was to get a return of merchandise order, I DID NOT KNOW SINCE I COULD NOT HEAR on the phone!!  I AM LEGALLY DEAF!

I would like to get this matter resolved and I would like to have my $99.95 returned to me!  I am a victim here that this company preyed on my disability due to NOT PROVIDING any other means of communication EXCEPT for phone which I CANNOT HEAR and I REPEATEDLY told the customer service rep THIS!!!Regards,

In the first attachment, the customer record shows the customer making contact about her missing device as she claimed.  There was no indication of cancellation going forward. Detailed documentation of our T&C's were available to the cardholder throughout the sales process, which...

outlined the procedures and conditions for a refund or cancellation. In the situation where the cardholder claimed that they had returned the merchandise, we have not received any notice or returned shipment.  Customer record shows cardholder has never made contact with customer service to cancel account or request a refund per the T&C’s, only to ask for the remainder of her package that was missing and was shipped to her.  [redacted] tracking shows product was always delivered without refusal or return, so the customer received and is in possession of all of the goods and services since the original date of order.I have also attached a customer record showing that we have issued a refund today totaling 3 months worth of product to come to an amends even without return of the products.

Customer information: [redacted]

 

 

Attention Revdex.com of Central, Northern  and Western Arizona,

 

We appreciate the opportunity to address this matter. Mr. [redacted] placed an online order for a 12...

day trial period to be used with a 30 day supply of our electronic e•cig, Vapor XS. Under the terms of this agreement, it is stated that the customer will pay the initial cost of shipping, $4.99, and will receive a Vapor XS Starter Kit day supply to try and evaluate for 12 days, this time period starts the day the order is placed.

 

Under the terms of this trial offer, it is stated that the customer must called Customer Support (###-###-####) for cancellation requests if they are not satisfied with the product, prior to the trial expiration. If no call is received prior to this date, we will charge $99.95 for the cost of the starter kit+ additional clearomizers are sent, and every 30 days thereafter we will ship a fresh one month supply of the clearomizers.

 

We do require the customer to check a box on the website upon ordering, which states that they have read and agree to such mentioned terms. We make every effort  possible to ensure these terms are clearly presented, in an open and honest format. Please visit https://vaperxs.com/us/eval/checkout to review these terms of agreement.

We state, in our terms and conditions, that we offer generous 30 day money back guarantee on all merchandise. We

simply request that the customer contact Customer Support ([redacted]) to obtain return instructions  as well as a Return Merchandise Authorization number, which needs to be clearly printed on the return packaging. This RMA number enables our fulfillment center to identify the returning  customer, and assists in posting a speedy credit to the customer's account.

 

Mr. [redacted] did not contract Customer Support prior to the trial expiration. We have tracking that confirms delivery through [redacted] for the starter kit that the customer was charged shipping for. Please see [redacted] tracking number below:

9[redacted]

 

As a courtesy, we credited the account $4.95 on November 23rd, 2013.  Mr. [redacted]'s account has also been canceled and he will not receive further billings or shipments. The customer should see the credit reflect in their account now.

We hope that this resolution satisfies Mr. [redacted]'s complaint, and apologize for any inconvenience that may have been experienced.

 

If there is anything further that we can do to assist in this matter, please do reach out to us directly at the number

provided below. Thank You,

 

Office: ###-###-####

On behalf of Vapor XS

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 have, with the assistance of my bank, been trying to make determine who this charge was coming from.  After much research my bank provided me with a toll free # to call which I tried on several occassions.  I also had my bank call and the email address given is undetermined because they are not clear enough when speaking.  I couldn't make it out and neither could my bank.Finally, I was able to determine who this company was and mailed them a letter (registered, return receipt) telling them to cancel this account.  HAD I been able to reach them by phone or email, which they have made nearly impossible to do, I would have done so. They also state that returns not accepted without RMA# and how does one get that if you can't get ahold of anyone.  I want this account CANCELLED IMMEDIATELY and I want a full refund.Regards,[redacted]

Customer record shows consumer has never made contact with customer service to cancel account or request a refund per the terms and conditions when the toll free number on the website can be reached successfully ([redacted]).  The help email given by consumer...

([redacted]) has no record of emails received regarding this particular matter.  This dispute is not valid because the consumer received and is in possession of the goods and services verified by DHL tracking number [redacted] showing as delivered on 12/30/14. However, we have fully refunded the consumer for $97.00 for the inconvenience with confirmation number [redacted].  We are requesting you close this complaint.

I am writing with  reference to the complaint acquired by the Revdex.com, received on February 12, 2014.

 

First of all, I apologize for the inconvenience, we take great care to ensure that important matters such as this are properly  managed...

and processed. Although  due to the high volume purchased of our product, Shipment was delayed.  So on this occasion an acceptable standard has clearly not been met, we have clearly not succeeded in meeting your expectations.  In light of this, we have cancelled your account, along with the two refunds listed below. The reoccurring  Charge was in the Terms and Conditions and had to of been agreed to by you, before being able to check out on our website.  Below is what had to be checked in order to proceed.  The reoccurring charge is also listed under our Terms and Conditions. Here is the web link for your convenience: http:Uvaperxs.com/us/eval/terms

 

 

(See attached) 

 

 

Please contact me should you have any further  cause for concern,

[redacted],

OZN WEB, LLC

Complaint Manager

VaperXS

[redacted].com

Fax: ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I am writing with  reference to the complaint acquired by the Revdex.com, received on February 2, 2014.

 

First of all, I apologize for the inconvenience, we take great care to ensure that important matters such...

as this are properly managed and processed. Although  due to the high volume purchased of our product, Shipment was delayed.  So on this occasion an acceptable standard has clearly not been met, we have clearly not succeeded in meeting your expectations.  In light of this, we have cancelled your account. The reoccurring Charge was in the Terms and Conditions and had to of been agreed to by you, before being able to check out on our website.  Below is what had to be checked in order to proceed.  The reoccurring charge is also listed under our Terms and Conditions. Here is the web link for your convenience: http://vaperxs.com/us/eval/terms

 

 

Please contact me should you have any further  cause for concern, [redacted],

OZN WEB, LLC Complaint Manager VaperXS

[redacted].com 

Fax: ###-###-####

Attention Office of The Northern and Western Arizona Revdex.com,

 

We appreciate the opportunity to address this matter. Mr. [redacted] placed an online order at https:f/vaperxs.com/usjeval  for a 12 day trial...

period, that starts the day the order is placed, to be used with thee­ cigarette starter-kit. The Vaper XS 30 day Starter Kit includes 1battery, USB charger, 3 clearomizers (this is the vial that vaporizes thee-juice), and 4 bottles of e-juice (nicotine based liquid). We do require the customer to check a box on the order submission page, stating that they have read and agree to the full terms and conditions and also that the customer is over the age of 18 and agrees to comply with all state, local and federal laws. No order will be successfully placed without this agreement. Please see snap shots of the ordering page, following this response.

 

The terms of the offer state that if the customer cancels during the evaluation period, prior to the first billing cycle, the customer is required to return the starter kit and unused refills. First month's billing cycle is

$99.95 for the Starter Kit and refills already received. Every 30 days thereafter, the customer will be billed the regular price of $99.95 per month for the auto shipment of clearomizers.

 

We state, in our terms and conditions, that we offer generous 30 day money back guarantee on all merchandise and all merchandise is subject to a restocking fee of $17.50. We simply request that the customer contact Customer Support {[redacted] to obtain return instructions as well as a Return Merchandise Authorization number, which needs to be clearly printed on the return packaging. This RMA number enables our fulfillment  center to identify the returning customer, and assists in posting a speedy credit to the customer's account.

 

Mr. [redacted] placed his trial order on 12/31/2013 and contacted our customer service department on

01/03/2014 requesting to cancel. It was explained that our orders are streamlined and the package had already shipped. We advised Mr. [redacted] that he is required to return the merchandise in order to be canceled. Mr. [redacted] did not feel that applied to him and refused to take the return information and hung up on the customer service representative. This is why the customer was billed for the starter kit that is confirmed delivered to his address.  As a courtesy, we have cancelled the account as requested and Mr. [redacted] will not receive any future shipments or charges.

 

We hope that this resolution satisfies Mr. [redacted]'s complaint, and apologize for any inconvenience that may have been experienced.

 

If there is anything further that we can do to assist in this matter, please do reach out to us directly at the number provided below.

 

Thank You,

 

Office: ###-###-####

On behalf of Vaper XS

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.

As I stated in the 1st complaint I was billed prior to the 12 day time frame even the shipping date shipping date even. I attempted to call over and over to get the information and was not given it. I would have to check my call logs but I think it was over 10 times! I did receive the one refund last month. I still have not received the first payment refund. and what I would like to know is how I am suppose to send back all the product unopened after I test it? I guess you have done all you can for me and I do thank you for your time. I will just continue to do my part to warn everyone not to use this company. 

Regards,

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. No refund to my credit card has been received.  Also as stated originally I could not locate the website quoted for this company using several different internet search engines.  When refund is received I will sign off on complaint.Regards,[redacted]

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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,

We appreciate the opportunity to address this matter. Ms. [redacted] placed an online order at [redacted]  for a 12 day trial period, that starts the day the order is placed, to be used with thee­ cigarette starter-kit. The Vaper XS 30 day Starter Kit includes 1battery, USB...

charger, 3 clearomizers (this is the vial that vaporizes thee-juice), and 4 bottles of e-juice (nicotine based liquid). We do require the customer to check a box on the order submission page, stating that they have read and agree to the full terms and conditions and also that the customer is over the age of 18 and agrees to comply with all state, local and federal laws. No order will be successfully placed without this agreement. Please see snap shots of the ordering page, following this response. The terms of the offer state that if the customer cancels during the evaluation period, prior to the first billing cycle, the customer is required to return the starter kit and unused refills. First month's billing cycle is $99.95 for the Starter Kit and refills already received. Every 30 days thereafter, the customer will be billed the regular price of $99.95 per month for the auto shipment of clearomizers.
 
We state, in our terms and conditions, that we offer generous 30 day money back guarantee on all merchandise and all merchandise is subject to a restocking fee of $17.50. We simply request that the customer contact Customer Support ###-###-#### to obtain return instructions as well as a Return Merchandise Authorization number, which needs to be clearly printed on the return packaging. This RMA number enables our fulfillment  center to identify the returning customer, and assists in posting a speedy credit to the customer's account.
 
Ms. [redacted] initially contacted our customer  service department on 12/31/2013 to  cancel and express dissatisfaction of the transaction that occurred. Ms. [redacted] did not obtain return information/RMA to properly return the merchandise for a credit. The customer contacted us back on 01/02/2014  and stated that she had already returned the merchandise without  the proper return information needed to obtain a credit, per terms and conditions agreed to upon placing the order. As a courtesy, we waived the restocking fee and applied a full credit of $99.95 on 01/24/2014. Typically it takes 1-5 business days for the customer to see the credit reflect in their account. We hope that this resolution satisfies Ms. Lauer's complaint, and apologize for any inconvenience that may have been experienced.
 
If there is anything further that we can do to assist in this matter, please do reach out to us directly at the number provided below.
 
Thank You,

On February 02/04/2014 I ordered an E-cig from this company and It is now 02/18/2014. I have not received anything in the mail from them. I was suppose to be getting a Starter Kit for $4.95! My money means a lot to me and to get scammed from this company is just not right. They had no problem with taking the $4.95 from my credit card. But they will not get any more money from me.

I have made many calls to them and they keep saying give it 3 to 5 business days. They also told me that they will send me a Tracking number in my email. that is long passed and no Tracking Number. I have decided the only thing I can do is take my losses and move on. I hope others do not get scammed like I did. This is not right at all.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 have never received this product, but if this will close this problem and I will never be contacted by them is just fine with me.

Regards,

We appreciate the opportunity to address this matter. Mr. [redacted] placed an online  order  at [redacted] for a 16 day trial  period, that  starts the day the order  is placed, to be used with thee-cigarette starter-kit. The TRI Vaper 30 day Starter  Kit includes...

1battery, USB charger, 4 clearomizers (this is the vial that vaporizes thee-juice), and 4 bottles of e-juice (nicotine based liquid). We do require the customer  to check a box on the order  submission page, stating that they have read and agree to the full terms  and conditions and also that the customer  is over the age of 18 and agrees to comply  with  all state, local and federal  laws. No order  will be successfully placed without this agreement. Please see snap shots of the ordering page, following this response. The terms of the offer  state that  if the customer  cancels during  the evaluation period, prior  to the first billing cycle, the customer  is required to return the starter  kit and unused refills. First month's billing  cycle is $79.95 for the Starter  Kit and refills  already received. Every 30 days thereafter, the customer will be billed the regular price of $79.95 per month for the auto shipment of clearomizers. We state, in our terms  and conditions, that  we offer  generous 30 day money back guarantee on all merchandise. We simply request  that the customer  contact  Customer Support  ###-###-#### to obtain return instructions as well as a Return Merchandise Authorization number, which needs to be clearly printed on the return packaging. This RMA number enables our fulfillment center  to identify the returning customer, and assists in posting  a speedy credit  to the customer's account. Mr. [redacted] contacted our customer  support department for the tracking number  on 01/09/2013. We provided the tracking number below, which confirms delivery to the customers  address:[redacted]. The customer  was not billed  anything besides the initial  shipping cost. As a courtesy, Mr. [redacted] was credited the $4.95 shipping cost and his account was canceled on 01/09/2014. We hope that this resolution satisfies Mr. [redacted] complaint, and apologize  for any inconvenience that  may have been experienced. If there  is anything further that  we can do to assist in this matter, please do reach out to us directly at the number provided below. Thank You,[redacted]

Attention Office of The Northern and Western Arizona Revdex.com,

 
We appreciate the opportunity to address this matter. Mr. [redacted] placed an online...

order at https://vaperxs.com/us/eval  for a 12 day trial period, that starts the day the order is placed, to be used with the e-cigarette starter-kit. The Vaper XS 30 day Starter Kit includes 1 battery, USB charger, 3 clearomizers (this is the vial that vaporizes the e-juice), and 4 bottles of e-juice (nicotine based liquid). We do require the customer to check a box on the order submission page, stating that they have read and agree to the full terms and conditions and also that the customer is over the age of 18 and agrees to comply with all state, local and federal laws. No order will be successfully placed without this agreement. Please see snap shots of the ordering page, following this response.

The terms of the offer state that if the customer cancels during the evaluation period, prior to the first billing cycle, the customer is required to return the starter kit and unused refills. First month's billing cycle is $99.95 for the Starter Kit and refills already received. Every 30 days thereafter, the customer will be billed the regular price of $99.95 per month for the auto shipment of clearomizers. 

We state, in our terms and conditions, that we offer generous 30 day money back guarantee on all merchandise and all merchandise is subject to a restocking fee of $17.50. We simply request that the customer contact Customer Support ###-###-#### to obtain return instructions as well as a Return Merchandise Authorization number, which needs to be clearly printed on the return packaging. This RMA number enables our fulfillment center to identify the returning customer, and assists in posting a speedy credit to the customer’s account.  

Mr. [redacted] placed his trial order on 11/06/2013 and was billed for the trial expiration on 11/20/2013, due to no contact. Mr. [redacted] contacted our customer support department for the 1st time on 12/28/2013, which was post trial expiration and post month 1 shipment.  The customer requested a credit  for all charges and we advised we could credit the most recent charge of $99.95.

 

As a courtesy, we waived the restocking fee and applied a full credit of $99.95 on 01/19/2014. We checked the AVS gateway and the customer was successfully credited. Typically it takes 1-5 business days for the customer to see the credit reflect in their account.

 

We hope that this resolution satisfies Mr. [redacted]’s complaint, and sincerely apologize for any inconvenience that may have been experienced. 

 

If there is anything further that we can do to assist in this matter, please do reach out to us directly at the number provided below. 

 

Thank You,

 

Office: ###-###-####

On behalf of Vaper XS