Phenom Health

Complaint: [redacted] I am rejecting this response because: Only refunded $4.95, also had shipping charges for No Max Burn of $5.95, total was $ Sincerely, [redacted] ***

Trial offers which carry additional charges must be well disclosed to the customer Many companies offer different types of trials, that allow you to try their products before committing to purchaseThey may also have automated refill programs as part of the offerA trial offer allows you to try the product before buying itUsually, you pay for the shipping charge, and have an agreed-upon number of days to try the product in your own homeYou are then charged for the product, if you have not contacted the company before the trial’s expiration date“Trials” and “Risk-Free Trials” do not mean a “free product”, and we do not advertise as suchA “free sample,” is yours to keepSites offering a free sample will not require you to return the sample, but if you have agreed to a membership (automatic refill program) in order to receive the sample, you may be required to return, unopened, any full-size product that was shipped to you alongside your sample.We plainly disclose the terms of the sale and prices at the point-of-sale, before the customer enters their payment details Furthermore, we take a multi-stage approach toward disclosure to avoid at all costs customers who feel they are unaware of the offer's terms.First, we include the terms at the point of sale, before a payment is made Here are the terms the customer agreed to when they placed their order:“By placing an order you will be enrolled in our membership programThis program will charge $for your trial on the 15th day and every days thereafter ship a full-size bottle for $(S&H included) until you cancelYou can cancel or modify your membership anytime by calling +1-855-322-8780, open 5am - 5pm PST Mon-Fri and 5am - 4pm PST SatProduct ships in 3-business daysBy accepting this trial offer you are agreeing the Terms & Conditions.By clicking to order I represent that I have read and agree to the Privacy Policy and full Terms and Conditions of this offer and I understand that I will be liable for payment of product that was shipped to me, and future shipments of product, if I fail to notify customer service to stop supplying the product to me.”Next, after the purchase is confirmed, we notify the customer with a welcome email, which also contains information regarding the on-going component to their membershipEach of these areas clearly discloses our toll-free telephone number which has agents standing by 24/to handle customer requests When the customer receives their package, there is a packing slip indicating the same contact detailsWithin the package is a brochure which quite obviously state the on-going membership information and our contact detailsIf all else fails, and the customer is billed against their wishes, we offer a no hassle refund policyIt is not our intention to have people continue with a membership they do not wantIn short, we strive for very transparent and highly available customer serviceWhile the odd customer may misunderstood the terms of the trial offer, most complaints can be easily resolved at the customer service level.This customer has never been charged anything beyond his initial shipping chargesHis account has already been cancelled at his requets, and there will be no furrther charges or shipments from us unless he requests them.I hope this helps shed some light on our marketing campaign and the enormous amount of work that goes on behind the scenes to prevent these sorts of complaints

I'm not sure what more we can do for this customer - I have refunded his shipping and handling charges as a gesture of goodwillThe terms and conditions of our offer are clearly posted prior to payment processing, so I do apologize if the customer was in any way confused by the terms of our offer, however we make every effort to make the terms of our offer clearThe customer had never been charged anything beyond his initial shipping and handling, which I have now refundedPlease allow 5-business days for your bank to process the refund and for the funds to be visible in your account

Refunded this customer's shipping charges, which are normally non-refundableCustomer's account is already cancelledThe terms of the offer are laid out clearly prior to purchase, as I explained in my previous response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThanks so much for your help!
Sincerely,
*** ***

Trial offers which carry additional charges must be well disclosed to the customer.  Many companies offer different types of trials, that allow you to try their products before committing to purchase. They may also have automated refill programs as part of the offer. A trial offer allows you to...

try the product before buying it. Usually, you pay for the shipping charge, and have an agreed-upon number of days to try the product in your own home. You are then charged for the product, if you have not contacted the company before the trial’s expiration date. “Trials” and “Risk-Free Trials” do not mean a “free product”, and we do not advertise as such. A “free sample,” is yours to keep. Sites offering a free sample will not require you to return the sample, but if you have agreed to a membership (automatic refill program) in order to receive the sample, you may be required to return, unopened, any full-size product that was shipped to you alongside your sample.We plainly disclose the terms of the sale and prices at the point-of-sale, before the customer enters their payment details.  Furthermore, we take a multi-stage approach toward disclosure to avoid at all costs customers who feel they are unaware of the offer's terms.First, we include the terms at the point of sale, before a payment is made.  Here are the terms the customer agreed to when they placed their order:“By placing an order you will be enrolled in our membership program. This program will charge $84.71 for your trial on the 15th day and every 30 days thereafter ship a full-size bottle for $84.71 (S&H included) until you cancel. You can cancel or modify your membership anytime by calling customer service, open 5am - 5pm PST Mon-Fri and 5am - 4pm PST Sat. Product ships in 3-5 business days. By accepting this trial offer you are agreeing the Terms & ConditionsBy clicking to order I represent that I have read and agree to the Privacy Policy and full Terms and Conditions of this offer and I understand that I will be liable for payment of product that was shipped to me, and future shipments of product, if I fail to notify customer service to stop supplying the product to me.”Next, after the purchase is confirmed, we notify the customer with a welcome email, which also contains information regarding the on-going component to their membership. Each of these areas clearly discloses our toll-free telephone number which has agents standing by to handle customer requests.  When the customer receives their package, there is a packing slip indicating the same contact details. Within the package is a brochure which quite obviously state the on-going membership information and our contact details. If all else fails, and the customer is billed against their wishes, we offer a no hassle refund policy. It is not our intention to have people continue with a membership they do not want. In short, we strive for very transparent and highly available customer service. While the odd customer may misunderstood the terms of the trial offer, most complaints can be easily resolved at the customer service level.Due to a technical glitch, the refund failed for this customer’s return. I have since sent out a refund check, and the customer should receive it within 3-5 business days.I hope this helps shed some light on our marketing campaign and the enormous amount of work that goes on behind the scenes to prevent these sorts of complaints.

Complaint: [redacted]
I am rejecting this response because:
Only refunded $4.95, also had shipping charges for No Max Burn of $5.95, total was $9.90.
Sincerely,
[redacted]

Trial offers which carry additional charges must be well disclosed to the customer.  Many companies offer different types of trials, that allow you to try their products before committing to purchase. They may also have automated refill programs as part of the offer. A trial offer allows you to...

try the product before buying it. Usually, you pay for the shipping charge, and have an agreed-upon number of days to try the product in your own home. You are then charged for the product, if you have not contacted the company before the trial’s expiration date. “Trials” and “Risk-Free Trials” do not mean a “free product”, and we do not advertise as such. A “free sample,” is yours to keep. Sites offering a free sample will not require you to return the sample, but if you have agreed to a membership (automatic refill program) in order to receive the sample, you may be required to return, unopened, any full-size product that was shipped to you alongside your sample.We plainly disclose the terms of the sale and prices at the point-of-sale, before the customer enters their payment details.  Furthermore, we take a multi-stage approach toward disclosure to avoid at all costs customers who feel they are unaware of the offer's terms.First, we include the terms at the point of sale, before a payment is made.  Here are the terms the customer agreed to when they placed their order:“By placing an order you will be enrolled in our membership program. This program will charge $89.41 for your trial on the 15th day and every 30 days thereafter ship a full-size bottle for $89.41 (S&H included) until you cancel. You can cancel or modify your membership anytime by calling +1-855-322-8780, open 5am - 5pm PST Mon-Fri and 5am - 4pm PST Sat. Product ships in 3-5 business days. By accepting this trial offer you are agreeing the Terms & Conditions.By clicking to order I represent that I have read and agree to the Privacy Policy and full Terms and Conditions of this offer and I understand that I will be liable for payment of product that was shipped to me, and future shipments of product, if I fail to notify customer service to stop supplying the product to me.”Next, after the purchase is confirmed, we notify the customer with a welcome email, which also contains information regarding the on-going component to their membership. Each of these areas clearly discloses our toll-free telephone number which has agents standing by 24/7 to handle customer requests.  When the customer receives their package, there is a packing slip indicating the same contact details. Within the package is a brochure which quite obviously state the on-going membership information and our contact details. If all else fails, and the customer is billed against their wishes, we offer a no hassle refund policy. It is not our intention to have people continue with a membership they do not want. In short, we strive for very transparent and highly available customer service. While the odd customer may misunderstood the terms of the trial offer, most complaints can be easily resolved at the customer service level.This customer has never been charged anything beyond his initial shipping charges for the two trials he ordered. His account has already been cancelled at his request, and there will be no further charges or shipments from us unless he requests them.I hope this helps shed some light on our [redacted]eting campaign and the enormous amount of work that goes on behind the scenes to prevent these sorts of complaints.

Trial offers which carry additional charges must be well disclosed to the customer.  Many companies offer different types of trials, that allow you to try their products before committing to purchase. They may also have automated refill programs as part of the offer. A trial offer allows you to...

try the product before buying it. Usually, you pay for the shipping charge, and have an agreed-upon number of days to try the product in your own home. You are then charged for the product, if you have not contacted the company before the trial’s expiration date. “Trials” and “Risk-Free Trials” do not mean a “free product”, and we do not advertise as such. A “free sample,” is yours to keep. Sites offering a free sample will not require you to return the sample, but if you have agreed to a membership (automatic refill program) in order to receive the sample, you may be required to return, unopened, any full-size product that was shipped to you alongside your sample.We plainly disclose the terms of the sale and prices at the point-of-sale, before the customer enters their payment details.  Furthermore, we take a multi-stage approach toward disclosure to avoid at all costs customers who feel they are unaware of the offer's terms.First, we include the terms at the point of sale, before a payment is made.  Here are the terms the customer agreed to when they placed their order:“By placing an order you will be enrolled in our membership program. This program will charge $89.41 for your trial on the 15th day and every 30 days thereafter ship a full-size bottle for $89.41 (S&H included) until you cancel. You can cancel or modify your membership anytime by calling +1-855-322-8780, open 5am - 5pm PST Mon-Fri and 5am - 4pm PST Sat. Product ships in 3-5 business days. By accepting this trial offer you are agreeing the Terms & Conditions.By clicking to order I represent that I have read and agree to the Privacy Policy and full Terms and Conditions of this offer and I understand that I will be liable for payment of product that was shipped to me, and future shipments of product, if I fail to notify customer service to stop supplying the product to me.”Next, after the purchase is confirmed, we notify the customer with a welcome email, which also contains information regarding the on-going component to their membership. Each of these areas clearly discloses our toll-free telephone number which has agents standing by 24/7 to handle customer requests.  When the customer receives their package, there is a packing slip indicating the same contact details. Within the package is a brochure which quite obviously state the on-going membership information and our contact details. If all else fails, and the customer is billed against their wishes, we offer a no hassle refund policy. It is not our intention to have people continue with a membership they do not want. In short, we strive for very transparent and highly available customer service. While the odd customer may misunderstood the terms of the trial offer, most complaints can be easily resolved at the customer service level.This customer has never been charged anything beyond his initial shipping charges. His account has already been cancelled at his requets, and there will be no furrther charges or shipments from us unless he requests them.I hope this helps shed some light on our marketing campaign and the enormous amount of work that goes on behind the scenes to prevent these sorts of complaints.

I'm not sure what more we can do for this customer - I have refunded his shipping and handling charges as a gesture of goodwill. The terms and conditions of our offer are clearly posted prior to payment processing, so I do apologize if the customer was in any way confused by the terms of our offer, however we make every effort to make the terms of our offer clear. The customer had never been charged anything beyond his initial shipping and handling, which I have now refunded. Please allow 5-10 business days for your bank to process the refund and for the funds to be visible in your account.