Perfect Aqua Purifier

[redacted] purchased our Clearly Filtered Pitcher for $9.95 which covers only shipping and handling on 12/7/2015. Our customer agreed to take...

this offer for a free water pitcher at $9.95 for shipping and handling and then be charged at the 30th day of purchase date, which is 1/6/2016 for 3 filter replacements at $49.95 each, which adds up to $149.85. We did receive the pitcher back in stock, however, the 3 filters had already been shipped. Since she returned the filters, we have issued her refund of $149.85. Our Terms of Service can be found at: https://www.perfectwaterpurifier.com/terms-conditions/ 
[redacted]
Customer Service Assistant Manager

[redacted] has previously reached about to us in regards to a refund in the amount of $46.95 for a returned water bottle and pitcher for $9.95. She has been informed that the pitcher shipping charge in non-refundable and inquired about the water bottle refund. Since the charges are past 60-days...

and outside of the refund policy, we had to forward this over to our Merchant Account. 12/14/2015 was the charge date, we sent over the refund to be applied as of 3/16/2016. From the time a charge is forwarded to the Merchant, it can take 7-10 business days for the amount to be applied back into the customers account, this is inclusive of bank processing. Today, 3/23/2016 marks the fifth business day. I have contacted the Merchant and the refund was previously accepted and processed for $46.95. Please continue to allow 3-5 days for the refund to show up within your account.  [redacted]Customer Service Assistant Manager

[redacted] purchased our Clearly Filtered Pitcher for $9.95 which covers only shipping and handling on 10/2/2015. Our customer agreed to take this offer for a free water pitcher at $9.95 for shipping and handling and then be charged at the 45th day of purchase date, which is 11/16/2015 for 3...

filter replacements at $49.95 each, which adds up to $149.85. The representatives which [redacted] spoke with attempted to refund his funds, however, since the refund was outside of 60-days they were to advise us to refund that amount. When refunds are over 60-days, representatives are to inform a Supervisor to issue a refund through the Merchant, which we were never informed about until now. I have issued an immediate refund through our Merchant Account. The customer will receive the refund on his end within 3-4 business days due to bank processing. Our Terms of Service can be found at[redacted]

I ordered their pitcher from an online promotion. It took 3 weeks before it was delivered and then I started getting emails telling me how they would be charging my credit card for an auto ship of three filters every few months for $47. I immediately started trying to contact them on Monday Nov. 2 to tell them I did not want to be on an autoship and would order when I needed them. I called 3 to or 4 times everyday last week and left voice messages stating what I wanted and I also sent an email. I did not get any responses from my voice mails until Thursday after I threatened to report them to you. I was told I could not cancel autoship and I would have to return the pitcher to get my money refunded. I did return pitcher and it cost me more in postage then I will get for a refund, but I did not want them automatically charging my credit card for filters I would not be using. With just one person in the home most of the time and with traveling, my filters would last longer then they said. This is scam!!!

To Whom It May Concern:Reference ID:[redacted]Our customer [redacted] purchased our free pitcher offer at $9.95 for shipping and handling whichcomes with our Super Savers Program that includes 3 filter replacements at $49.95/EACH filter on11/12/15. We do inform the customer of this information in...

the confirmation email that is sent to ourcustomers email address which is provided at the time of sale. In our customer's confirmation email weprovide the following information word for word, "For future reference, you will be charged $9.95 forshipping now. In 30 days we'll send you 3 filters and begin your 6 month subscription in the SuperSaver Program at the ultra-low rate of $49.95 per filter. That way you'll have fresh filters ready whenyou need them."Our customer [redacted], contacted us on 11/1 2115 asking us not to send any filters, but he did not requestus to cancel his order until 11/1 4/15. We do use next day shipping therefore, our customer's order hadalready been shipped once the customer entered his credit card information on 11/12/15. Ourcustomer's package was shipped with UPS tracking number [redacted]. We would be happy tocancel our customer's filter subscription as long as we receive the water pitcher back which is alsoexplained on the order page. Our offer does state if our customer is not wanting the filter subscription,they would Just need to return the unwanted water pitcher. Once we receive the customer's waterpitcher before 12/12/15 we will cancel our customer, [redacted]'s subscription immediately.Thank you,[redacted]Customer Service Manager[redacted] Monday-Friday 9AM-5PM CST

[redacted] purchased our promotional offer for 1 Free Clearly Filtered Water Pitcher with just paying shipping and handling for $9.95 on 11/15/2015. In 45 days our customer is billed $149.85 for 3 filters which is on 1/8/2016 and every 6 months after, until cancelled. We refund items as they...

arrive, we were on a "freeze" of refunds for 24 hours due to a switch in Merchants and transferring accounts. I do see that the other Supervisor did forward the refund of $149.85 for three filters to our Merchants on 3/7/2016. Please keep in mind that the refund is being processed currently and will be refunded to your account within 5-7 business days.  Our Terms of Service can be found at: https://www.perfectwaterpurifier.com/terms-conditions/   [redacted]Customer Service Assistant Manager

purchased our Clearly Filtered Pitcher for $9.95 which covers only shipping and handling on 11/16/2015. Our customer agreed to take this offer for a free water pitcher at $9.95 for shipping and handling and then be charged at the 45th day of purchase date, which is 12/30/2015 for 3 filter...

replacements at $49.95 each, which adds up to $149.85.We issued a refund of $149.85 today since the items were returned. Please allow for 2-3 business days for the funds to be placed back into the customers account due to bank processing. Our Terms of Service can be found at: [redacted] 
 [redacted]Customer Service Assistant Manager

[redacted] purchased our Clearly Filtered Pitcher for $9.95 which covers only shipping and handling on 10/30/2015. Our customer agreed to take this offer for a free water pitcher at $9.95 for shipping and handling and then be charged at the 45th day of purchase date, which is 12/14/2015 for 3...

filter replacements at $49.95 each, which adds up to $149.85. We have issued a full refund of $149.85 as of 2/9/2016. This does take 2-3 business days for bank processing for the funds to be released back into the customers account. Our Terms of Service can be found at: [redacted] 
 [redacted]
Customer Service Assistant Manager

Our mutual customer [redacted] was sent an email confirmation of his Clearly Filtered Pitcher order through our promotional offer. The account shows that the email was indeed opened on the customer's end. We have provided the customer's order tracking number that does show the package was delivered. It was delivered to [redacted] with UPS Tracking # [redacted] . Because we use UPS Sure Post for shipping, the package was transferred to the customer's local Post Office in which they delivered the package with USPS Tracking # [redacted]. Per email, the customer was advised to contact his local Post Office for further investigation on the package. Our Terms of Service can be found at: [redacted]Please review and contact me if you have any further questions.[redacted]Customer Care Manager

[redacted] purchased our Clearly Filtered Pitcher for $9.95 which covers only shipping and handling on 12/4/2015. Our customer agreed to take this offer for a free water pitcher at $9.95 for shipping and handling and then be charged at the 30th day of purchase date, which is 1/3/2016  for...

3 filter replacements at $49.95 each, which adds up to $149.85. She also purchased our Clearly Filtered Bottle Trial offer. Customer was charged $4.95 up front on 12/30/2015, if product was kept the customer would be charged the remaining balance of $47.00 within 30 days. We have shipped package to [redacted], Kentucky 41042 with tracking #[redacted]. We have not yet received any of the items back in stock, other than 1 pitcher. We cancelled the subscription for the filters for Jan since the item was returned back to us. The items were refused and the tracking for the return has not been update since January 14, 2016 , 1:24 pm and the items were in BURLINGTON, KY 41005. We cannot issue a refund for items that are not in stock.  Our Terms of Service can be found at: https://www.perfectwaterpurifier.com/terms-conditions/ [redacted]Customer Service Assistant Manager

We received a dispute from [redacted] on 12/30/15, so even though the 3 filters were returned on 12/27/2016, we were unable to issue a refund. We never received proof that the dispute was dropped, until we check the Merchant Account just now and emailed the Merchant. They just notified us that...

the dispute was resolved and I have requested the refund be applied. The subscription was previously cancelled. I apologize about this confusion. Once a dispute is in place, we are unable to refund funds unless directly notified by the bank or credit card company. Please allow 7-10 business days for the refund to apply. [redacted]Customer Service Assistant Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
So there going to refund my American Express $299.70, yes I accept the refund  and  will keep looking at my statement for the refund 7 to 10 work
days.
[redacted]

Our mutual customer [redacted] purchased our Clearly Filtered Pitcher for $9.95 which covers only shipping and handling on 11/9/2015. Our customer agreed to take this offer for a free water pitcher at $9.95 for shipping and handling and then be charged at the 45th day of purchase date, which is...

12/24/15 for 3 filter replacements at $49.95 each, which adds up to $149.85. We have shipped package to [redacted] with UPS tracking # [redacted]. We have a 60-day return policy, so if our customer is seeking a full refund of $149.85, they would need to return our Clearly Filtered Water Pitcher along with the 3 replacement filters by 2/24/16. Once we receive the water pitcher and filters, we will issue the credit of $149.85 immediately if received on time. Our Terms of Service can be found at: [redacted]  Please review and contact me if you have any further questions. [redacted] Assistant Manager

Complaint: [redacted]
I am rejecting this response because:
The amount of $9.95 was for the water pitcher that was initially ordered...The company should have better records since this was the 1st purchase.  The pitcher was
returned in the SAME box as the filters, where I was charged $149.95.    This matter is not closed until I receive full refund for the items I was charge for and returned.  Expected to receive refund for $9.95.  I did receive the refund of $149.85...
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[redacted] purchased our Clearly Filtered Pitcher for $9.95 which covers only shipping and handling on 12/5/2015. Our customer agreed to take this offer for a free water pitcher at $9.95 for shipping and handling and then be charged at the 45th day of purchase date, which is...

1/25/2016 for 3 filter replacements at $49.95 each, which adds up to $149.85. Since the customer has contacted us to have the filters stopped from shipment, I have issued a refund of $149.85 back to the account it was withdrawn from. We are unable to write checks to customers, the funds will be automatically put on the same account it was release from. Our Terms of Service can be found at: [redacted] 
[redacted]
Customer Service Assistant Manager

Our mutual customer [redacted] purchased our promotional offer for 1 Free Clearly Filtered Water Pitcher with just paying shipping and handling for $9.95 on 11/23/2015. In 30 days our customer is billed $149.85 for 3 filters which is on 12/23/2015 and every 6 months after, until cancelled....

We did receive a cancellation request from customer via phone but we were unable to stop shipment and we do same day shipping. We have shipped package to [redacted] with UPS tracking # [redacted]. The customer was advised to return the pitcher before the charge date of the filter membership. Because we have not yet received the pitcher back to our warehouse, the filters were charged and shipped as scheduled to. Per the tracking number, I do see the customer refused the package which will take longer to arrive back to us. If the customer has not already returned the filters we will provide a Return Shipping Label to return the 3 filters to us at no cost to her. Once we receive the pitcher and filters back to our warehouse, we will issue a refund of the $149.85. Our Terms of Service can be found at: [redacted] Please review and contact me if you have any further questions. [redacted] Assistant Manager

[redacted] has previously contacted our company in regards to a refund for 3 filters we have received as a return in the amount of $
255);">$274.95.
I do see that this charge was previously refunded and I have sent over the invoice, as well as attaching a copy to this email. Please keep in mind, it can take a bank 2-3 business days to release the funds back to the account it was withdrawn from.
 
[redacted]Customer Service Assistant Manager

[redacted]r contacted us on 1/18/2016 and spoke with the representative [redacted]. She gave the customer different subscription plans, which was not accepted, so the cancellation of the subscription was done for Mr. [redacted]. We are more than happy to extend dates, and work with customers on finding...

subscriptions plans and dates better fitted for their lifestyles. Mr. [redacted] would have had to contacted us prior to being billed for the 3 pitcher filters, which happened on 1/16/2016.Anytime in the future, he can order individual replacements or contact us to find a subscription plan that works best for his family and budget. The order form does state prior to submitting that customers are enrolled in a subscription plan and the cost of the filters, this is also reiterated in the confirmation email that we sent to Mr. [redacted] 12/17/2015 5:37 PM. In this confirmation email, there is a paragraph which states, "I'll make sure to send you an email ten days before we bill you just so you're aware that it's coming. If you'd like to change your subscription plan, we can work with you to better accommodate your needs... You can do that at any time by giving us a call or sending us an email. But this plan allows us to get you the filters at the best rate possible." [redacted]Customer Service Assistance Manager

[redacted] purchased our Clearly Filtered Pitcher for $9.95 which covers only shipping and handling on 10/14/2015. Our customer agreed to take this offer for a free water pitcher at $9.95 for shipping and handling and then be charged at the 45th day of purchase date, which is...

11/28/2015  for 3 filter replacements at $49.95 each, which adds up to $149.85. We were not notified by the representative who Mr. [redacted] spoke with, therefore, he was never issued a refund. When customers are outside of our 60-day money back guarantee, Customer Representatives are to inform a Supervisor so we can issue a refund through the Merchant. I have issued a full refund of $149.85 for the return pitcher filters. Our Terms of Service can be found at: https://www.perfectwaterpurifier.com/terms-conditions/   
[redacted]
Customer Service Assistant Manager