Purity Products

I received a trial size of a product that I paid for shipping. I called Purity Products to cancel any future orders. They told me that they JUST shipped out an order to me the day prior in the amount of $145.80 and that I would not be able to receive a refund of my money until I returned a package that I had not had possession of. This order was not approved by myself or anyone else associated with the account.

Review: I responded to a TV ad by Purity Products for holistic product to help "brain fog." With the product came a 2nd product that was supposed to help energy and other male issues.

This was offered as a "free sample" to try the product. They later billed my checking account.Desired Settlement: I want a refund to my checking account.

Business

Response:

April**, 2015

Complaint ID: [redacted]

Dear [redacted],

I regret that [redacted]’s experience with Purity Products was not a positive one. [redacted] is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

[redacted] called in response to our free bottle advertisement, the offer is as follows:

[redacted]By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles of Vital Brilliance at $39.95 each (27% off the retail price) and 3 bottles of Vital Maca at $19.95 each, every 3 months plus $4.95 for shipping, charged to the credit/debit card or checking account provided to Purity Products. However if you’re not satisfied for any reason, simply call our customer cr located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what. We look forward to getting you started as a Super Saver customer. Is this Okay?

At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance.

[redacted] agreed to the Super Saver program for 3 bottles of Vital Brilliance at $39.95 each (27% off the retail price) and 3 bottles of Vital Maca at $19.95 each, when he placed the free bottle order; he was advised to call within the first 2 weeks if not satisfied so he won’t be charged or shipped anything further. [redacted] called our Customer Care Department after the order had processed and shipped, thus unable to stop the order. [redacted] may return the order for full refund; the Super Saver program has been canceled.

Thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I did not agree to the conditions that they are stipulating. I was supposed to get a free bottle of each. If they would have explained this properly and completely I would not have accepted the offer. This also does not show that I called on 03/**/15 to cancel the entire thing, which their customer service admits.Sincerely yours,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

As noted previously, [redacted] called our Customer Care Department after the order had processed and shipped, thus unable to stop the order. [redacted] may return the order for full refund; the Super Saver program has been canceled.

Again, thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Review: I was a customer for a number of years until having problems with an order (#[redacted]) in July 2014 on which I had called in advance to cancel but the order was sent anyway and it was delivered to an apartment that I had vacated on 3-**-14. When I saw the charge on my credit card I called to inquire as to why the order was sent when I had previously cancelled it. I was told that the company would issue a full refund once the product was returned. Somehow that order showed up on the front doorstep of my new address nearly 5 months later, apparenlty delivered by [redacted]. I called Purity Products again (in early December 2014) and informed them of this event and was told (after speaking to several "supervisors") that they would immediatley credit back half the price of the order and if I chose not to keep the product they would refund the other half upon receipt of the product. I mailed the product order back to them a few days later. Several weeks went by and no credits had shown up on my credit card so I called them back on January *, 2015. This phone call resulted in another 20-25 minutes of waiting while the customer service person checked with several "supervisors", eventually having to call me back and telling me that because the return was not within their 60-day policy that no refund of any kind would be forthcoming. The only resolution offered was to send me back the product- which I did not want in the first place and had called them to cancel the order prior to it being sent out initially in July 2014. They say they have no record of receiving my call to cancel, which is convenient but not truthul. Bottom line is that the company is more concerned about money than satisfying customers- and in this case a customer who had been ordering product from them for at least 5-6 years. The company's customer service personnel provide inconsistent information from one phone call to the next and make verbal commitments for which the company does not follow through.Desired Settlement: Issue a refund of $271.83 for the subject order.

Business

Response:

[redacted]

Complaint ID: [redacted]

I regret that [redacted]’s experience with Purity Products was not a positive one. [redacted] is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

We truly appreciate [redacted]’s patronage; he was on the super saver program since February 2012.

Our records indicate [redacted] agreed to the Super Saver program for Krill Omega & Vital Maca Super Formula via the Web. On January 2014, [redacted] called our Customer Service regarding a 6 bottle order that shipped to an address he no longer resided and as a courtesy, we resent a new order at no charge to him, although we were unable to recuperate the original order; during this call, [redacted] scheduled his next order to ship on 7/*/14.

The order processed and shipped as scheduled on 7/*/14; an email was sent to [redacted] providing the tracking details of this order. [redacted] called our customer service department on 9/**/14, however, we were not able to retrieve the package as it had been delivered as addressed on 7/**/14 to [redacted] which was the address he confirmed with the agent during the January 2014 call. As per [redacted], the package was given back to [redacted] as “Customer moved” in December and [redacted] forwarded to customer’s current address [redacted].

Unfortunately, [redacted] did not make any address changes prior to the order processing/shipping, thus order was delivered as addressed. [redacted] returned the order on 12/**/14, however, as per our refund policy, [redacted] is no longer eligible for refund. The Super Saver program has been canceled since September 2014.

Our refund policy is printed on all invoices and is as follows:

Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization. Return Authorization does not cover the cost of return shipping. Again, you must return your used and/or unused bottles to receive a refund within 60 days.

Thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted] does a nice job of quoting the company's policy, as well as spinning events so that it sounds like I was solely at fault, but she fails to address the two key areas of my complaint:The primary issue is that I called the company prior to the July 2014 delivery of the product order and cancelled my "super saver" program with them. However, the female employee (I specifically remember it being a female) who received that call did not successfully cancel it which resulted in the order being sent out in the first place. Had she done her job, none of this would have transpired. Conveniently enough for them, they say they have no record of my call. The second issue is that I spoke with a company representative in early December who (as a one-time courtesy for a good customer) agreed to credit me half the cost of the order at that time and would then credit the remainder upon my returning the product. That person (also female) understood the timeline of when the order was shipped and the approximate 6-months that had gone by before the product finally caught up to my new address in December 2014. She acknowledged that the product was outside their 60-day return window, but agreed to use the December date as the starting point of the 60-day return window. When I called the company back about a week ago to see why nothing had been credited to my credit card (as promised), they lied to me when they said they have no record of their representative providing me the aforementioned return parameters or agreeing to a refund. So [redacted] can discuss return policy all she wants, but the real issue is centered around the shortcomings of her company's employees on two occasions......AND NOW TRYING TO LIE ABOUT IT. That's the crux of the problem, and that's why I'm not letting this go. Other consumers should know when a company projects itself publicly as being so customer-oriented and then lies to its customers when it looks like an employee screw-up will cost them some money.....and not even a material amount which makes it more hideous!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The company is intent on quoting their policy, but does not address the inadequate actions of their customer service representatives (i.e. not cancelling as I requested and then offering me a refund at one point only to reject it later) which is the key point of the complaint. If policy adherence and a few hundred dollars trumps customer satisfaction then this complaint needs to be posted for all to see. They are culpable for this order being erroneously shipped out in the first place but will not own up to that fact. So be it....but other people are going to know about it! In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Again, thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Review: I received an automatic shipment of 2 bottles of a product, which I told the merchant I was returning. I returned the product where I had to pay for shipping cost myself as refund did not include shipping. I returned 2 bottles but got refunded for only 1 bottle . I called to call their attention to it and was told I did not return one bottle, to which I replied I returned both bottles back. After admitting 2 bottles were returned, I was then given the reason that one bottle was old so it was not refunded. I denied that they were not the same bottles I received. I was told that the lot numbers were different. I asked for a lot number of the one returned and was given a 6 digit number. I looked at the bottle I had at home that I was taking and it only had 4 digits. I said there has got to be a mistake, because I know I returned both bottles, but unfortunately did not get the lot numbers before I returned them back. So it became his word against mine, Since they would not refund me for the other bottle, I was told I can get it back if I pay for the shipping back to me. I told them they were being dishonest doing that as I already lost money shipping the bottles back to them and will again lose money (already a big portion of the refund) by paying again for their shipping the bottle back to me. I told them it is not worth getting the remainder of the refund and they can have it (depriving me of a bottle that I already paid for)) and live with that dishonesty. What a cheap and dishonest way to do business. They just lost mine.Desired Settlement: Refund

Business

Response:

September *, 2015

Complaint ID: [redacted]

Dear Revdex.com,

I regret that [redacted] experience with Purity Products was not a positive one. [redacted] is a valuable customer and her satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

We truly appreciate [redacted] patronage; she has been part of the Purity family since 2012. As a manager, I would like to apologize sincerely for the inconvenience you experience with our Customer Care Department. I have processed a full refund the other bottle.

Thank you for bringing [redacted] complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Janeth D[redacted] Credit Manager, Purity Products

Direct ###-###-####

Fax ###-###-####

E-mail: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Purity was advertising a sample product on tv for $9.95. I called and spoke with a sale representative and in the conversation I was asked if I was interested in a super program where I could save money and get three of the products for $140.00. I told the sales representative that I can't afford that and no I would not be interested in the additional product savings. On January [redacted] I was charged on my Master Card the 9.95. I received the product and tried and showed no further interest in. The shaker that came with the product was mine as a complimentary gift. On February [redacted], I noticed that over $139.00 was taken out of my checking account from Purity Products, I never authorized this transaction. I have called them and they said, they will refund my money and haven't. They said, they all ready shipped the product, which I never authorized. I talked to [redacted] and told him this was fraud and he agreed and then told me that I did authorized this and that he has the phone conversation. I asked to speak to the [redacted] or a [redacted] and he gave me [redacted] and she said, that she has to find the phone call conversation that is monitor for quality control and get back to me on Friday. I told her I never agreed to this purchase because I only make 10.45 an hour and I am going through a bankruptcy and divorce. I clearly told the sales representative at the time of the initial phone call that I was only interested in the sample and couldn't afford the 140.00. I have been clearly scammed and now they won't return the $139.00 and said, that I can return the product when it arrives but I still have to pay shipping and handling. [redacted] from extension [redacted], stated yes, fraud was committed and agreed with me. But then he turned around and said, that I agreed to this and he has a phone conversation. This has been unfair, unjust, for someone to take it upon themselves to go ahead and make a charge on my credit card which I did not authorize. Now they are covering it up and blaming me.Desired Settlement: I would like my full refund return to me of $140.00. I should not have to be paying them shipping and handling for something I did not order in the first place. They have lied to me and blame me and I clearly stated I was only interested in the sample in my first initial conversation with Purity Products.

Business

Response:

[redacted]

Dear Mediator,

I regret that [redacted]’s experience with Purity Products was not a positive one. [redacted] is a valuable customer and her satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

[redacted] called in response to our free bottle advertisement, the offer is as follows:

[redacted]By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles of CERTIFIED ORGANIC JUICE CLEANSE – GREENS at $44.95 each (44% off the retail price), every 3 months plus $9.95 for shipping, charged to the credit/debit card or checking account provided to Purity Products. However if you’re not satisfied for any reason, simply call our customer cr located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what. We look forward to getting you started as a Super Saver customer. Is this Okay?

At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance. [redacted] agreed to the Super Saver program for CERTIFIED ORGANIC JUICE CLEANSE – GREENS when she placed the free bottle order; she was advised to call within the first 2 weeks if not satisfied so she won’t be charged or shipped anything further. [redacted] called our Customer Care Department on 2/*/15, the day after the order had processed. The agent had the warehouse go thru hundreds of orders to find the order, once found, the order was canceled & fully credited. The Super Saver program has been canceled.

Thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.



Yours in good health,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: This customer had signed up for the Super Saver feature offered by Purity Products to automatically deliver customer chosen products periodically. Purity Products states on their web site: "With Automatic Delivery you enjoy great convenience, with no more worrying about getting your order in time. With the Super Saver Program you will automatically receive a fresh supply with the shipping frequency you select. You are in charge, and you can cancel at any time."

Purity Products was great at performing Automatic Delivery. However, more product was delivered than this customer could use and when this customer tried to cancel the Automatic Delivery the process was difficult and time consuming. The customer is not allowed to cancel the Super Saver service online and must place a call to customer service. The customer has to navigate an automated answering service to reach a live operator. The customer was told by the automated operator a customer service representative would be on the line in 4 minutes. After 4 minutes the operator said another 3 minutes. After a several more minutes of waiting a customer service operator answered. I explained that I wished to cancel Automatic Delivery. I explained I was not unhappy, just that I had too much product. The customer rep began to make more price reduction offers and said she could cut the Automatic Delivery to 1 bottle with the delivery date pushed out to 6 months. I said that I did not wish to purchase anymore product and that the Automatic Delivery be stopped. She then replied she would obtain a cancellation number and I was put on hold. After several more minutes the service rep returned and said she spoke with her [redacted] and began to make more offers and repeated the offer of Automatic Delivery of 1 bottle of product in 6 months. I replied that apparently she did not understand that I do not want Automatic Delivery. I informed her I was now mad and demanded my account be closed, to which she replied that was what a cancellation number is for.Desired Settlement: If an online store can say: "You are in charge, and you can cancel at any time" - then said store should have a cancel feature on their web site that the customer can reach and use to cancel a service that the customer no longer wishes to use.

Business

Response:

Dear Mediator,

I regret that [redacted]’s experience with Purity Products was not a positive one. [redacted] is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Thank you for taking the time to share your complaint with us. As a manager, I would like to apologize sincerely for the inconvenience you experienced with our Customer Care Representative.

At Purity Products, our mission is to create the very satisfied customer, one customer at a time. On behalf of the Customer Care team, please accept my apologies.

Thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Review: Sent an email requesting to end service and return unused portion of product. Business stated that they replied to the email, but they tried to send me more product 2 months later. I even went in and deleted my payment information so that they wouldn't try end me more product. If they responded to my cancellation of their product why would they try to send me more? Why if I deleted my payment information would they retain the information and override my information being deleted?Desired Settlement: I would like them to take back their unused product, credit my account as they stated they would for the $120.00 "if not 100% satisfied" and also reimburse me for the fee's I received from my Credit Union because they tried to send me more product after I cancelled my order and deleted my payment information. In incurred fee's of $50.00 and would gladly provide proof of fees.

Business

Response:

Dear Mediator,

I regret that [redacted]’s experience with Purity Products was not a positive one. [redacted] is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate on 11/**/13, [redacted] sent an email request to cancel the super saver program; he also indicated he wanted refund for the previous order received. An immediate email response was sent to [redacted] with the following message: We’re unable to process any cancellation request via e-mail; please call Customer Care at ###-###-#### to securely process your Super Saver cancelation. An RA# was also included with the email.

[redacted] called our Customer Care department on 1/**/14 and the agent canceled the Super Saver program. As per our refund policy, [redacted] is no longer eligible to return the order as it’s been over 60 days since delivery.

Our refund policy is printed on all invoices and is as follows:

Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization. Return Authorization does not cover the cost of return shipping. Again, you must return your used and/or unused bottles to receive a refund within 60 days.

Thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Review: I had responded to a special offer for Creatine & Vitamin C Melts back in October & decided to cancel my next shipment ON THE DAY it was to ship (12/*/13). I attempted calling their "Customer Care" # (###-###-####), but was ABSOLUTELY UNABLE to reach a live person (including pressing "0") to convey to them that I uncategorically wanted to cancel my next & any future shipments immediately. I revisited their web site & called in on their "24-Hr Order Line", where I had NO problem reaching a live person. THE FIRST THING I DID was inform that person that I was upset that I could not reach a live human being on their "Customer Care" line & that I had limited cell minutes & wanted to cancel AS QUICKLY AS POSSIBLE. I then learned that the magic word to actually reach a live person is "AGENT", information which is never offered on the automated, voice-activated "Customer Care" line. Beginning @ 9:17am on 12/*/13 I waited 9 minutes on hold & finally was connected to a man who, first of all, spoke too quickly to understand and secondly, insisted pushing additional offers on me when I CLEARLY indicated to him more than once that I was short on minutes & WANTED TO CANCEL---PERIOD. After again being put on hold to "check w/his supervisor" about me canceling, he AGAIN pushed the offer nonsense attempting to get me to NOT cancel. At this point I DID raise my voice & demanded that he cancel my order if he wanted to avoid my making it my life's aim to discredit & discourage every person I came in contact w/going forward from ever doing business w/his company. He FINALLY gave up reading his "Retain-The-Customer-At-All-Cost-No-Matter-How-Upset-He-Is" script & moved on to the last one that wishes me & my family a happy holiday and----get this---that HE'D BE IN TOUCH WITH ME IN SEVERAL MONTHS and hung up @ 9:37am. BOTTOM LINE: This company touts on their web site home page "Customer Care" button that "We're Here to Help", not to mention droning on and on AND ON in their on-hold message that they're committed to making happy customers. I guess TECHNICALLY the fact that I wanted to cancel took me out of the revered "customer" category & merited putting me through agony & unnecessary cell phone charges. When I saw the hubris of them displaying the "Revdex.com Accredited Business" logo & "A+" rating after the call, I decided that I'd been jerked around & misled just about enough & clicked through to the Revdex.com. In ten minutes time (that COULD have been 1-2 minutes had the "Customer Care" person simply respected & carried out my simple request), they & & their relentless "never-say-cancel" scripts managed to create an incredibly UNsatisfied customer. What's worse, I will caution anyone & everyone I have the opportunity to share this experience w/to NEVER contact them, much less fall for their nearly inescapable automated phone trap if for any reason they decide to end their relationship w/Purity Products. The "A+" Revdex.com rating clearly applies to their ability to badger unsatisfied customers with ANYTHING but "Customer Care", while viewing the customer's right to sever the relationship as unimportant & something to be ignored despite, in my case, of clearly informing them of the importance of MY time & MY resource (i.e., cell phone minutes). I'm asking that you forward this complaint to them with the SINCERE HOPE THAT THEY PERMANENTLY REMOVE ME FROM THEIR RECORDS AND N-E-V-E-R, E-V-E-R CONTACT ME AGAIN----not for an apology, not to offer me free product (with which I was lured into their commerce web in the 1st place), not for ANY REASON WHATSOEVER. And rest assured going forward I'll offer my 1st-hand experience & opinion every chance I get & HOPEFULLY [redacted] & his cohorts will add ONE MORE SCRIPT for which the reps can refer when the NEXT customer requests a cancellation.Desired Settlement: Never, EVER hear from Purity Products again and hopefully affect them to actually SERVE the next customer that requests something that doesn't put more money in [redacted]'s pocket.

Business

Response:

Dear Mediator,

I regret that [redacted]’s experience with Purity Products was not a positive one. [redacted] is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Thank you for taking the time to share your complaint with us. As a manager, I would like to apologize sincerely for the inconvenience you experienced with our Customer Care Representative.

At Purity Products, all calls are recorded for quality assurance and compliance. The call was monitored and the evaluation of the call was that the agent was professional, helpful and friendly. Although the order had processed, the agent had the warehouse go thru hundreds of orders to find [redacted]’s order; once found, the order was canceled and credited.

Thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Review: I ordered a one time only protein shake, with no obligation to buy anything in the future. I was asked if I wanted to buy more shakes in the future and I said no. I have a recording of phone call and listened to it to make sure I said no and confirmed this. They sent me a shipment of shakes anyway charging me 149.00! They did not get back to me like they said (told me a couple days) for them to send me a label so I wouldn't have to pay for shipping. When I finally got ahold of customer service, they said I agreed to the shipment and I would have to pay return shipping. I did not want

their super expensive product. They are lying saying I asked for it.Desired Settlement: refund of shipping costs They said they would refund my 149.00 when they received product back. I don't know if I can believe this with what they have done to me so far.

Business

Response:

January *, 2016

Complaint ID: [redacted]

Dear Revdex.com,

[redacted] is a valuable customer and her satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

[redacted] called in response to our free bottle advertisement, the offer is as follows:

[redacted]By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles of Organic Protein Smoothie at $49.95 each (26% off retail), every 3 months with free shipping, charged to the credit/debit card or checking account provided to Purity Products. However if you’re not satisfied for any reason, simply call our customer cr located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what. We look forward to getting you started as a Super Saver customer. Is this Okay?

At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance.

[redacted] agreed to the Super Saver program for Organic Protein Smoothie when she placed the free bottle order; she was advised to call within the first 2 weeks if not satisfied so she won’t be charged or shipped anything further, she agreed. Based on this information, it has been determined the transaction is valid. [redacted] may return the order for full refund, [redacted].

Our refund policy is printed on all invoices and is as follows:

Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization. Return Authorization does not cover the cost of return shipping. Again, you must return your used and/or unused bottles to receive a refund within 60 days.

Thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Janeth D[redacted] Credit Manager, Purity Products

Direct ###-###-####

Fax ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I could not get to a computer to answer Purity products statement until now. I apologize for inconvenience.. The statement made by Purity products is not at all true. I was not automatically signed up for their super-saver program I was asked and I said no! To add insult to injury, I had a bad feeling that even though I called and cancelled any more shipments of anything, ever, that I didn't get cancelled. I went to web site to find out and tried to find any info on my cancellation and couldn't find anything pertaining to status of account. I then attempted to delete my card information, and surprise, surprise, it said It was being used for a current super saver account. I cancelled, the customer service person repeated back to me that I cancelled. I better not get anything else from them. They are a very unscrupulous company that doesn't care how they get money. Taking money from an unsatisfied customer's bank account is stealing. Not allowing customer to cancel and keeping their card info is stealing! One more thing, In the reply from Purity Products, They said I got a invoice in first shipment with information on cancelling product, There was no such thing , there was no invoice at all! and nothing on the box either. This is because what I ordered was a one time thing only , otherwise I never would have ordered it. Let Purity Products show proof of any kind that I ordered anything besides one shake mix. It was an info commercial and there was never a statement saying you were signed up automatically for anything. What they are doing is illegal. An email stating I have cancelled all future shipments NO MORE PRODUCTS OR EMAILS ADVERTISING from them . I tried to stop their emails to buy more stuff but I can't seem to stop even those. I want Purity Products to pay return shipping for the product I have to send back that I declined to buy. NO more products EVER!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I had to spend many hours to find out that my credit card was still signed up to the supersaver program. If I had not done this, 150 complaints against this company tell me I would have been sent yet another unwanted shipment of their products. This is very illegal. The shipment of Protein shakes I was sent without my approval has cost me 22.95 to send back. I have received two calls saying they will reimburse 10.00 of the shipping and refund the first shake mix I bought. This is not enough to pay half the shipping, they need to pay all of it and admit the info commercial says "NO OBLIGATION" and by calling I did not automatically get signed into anything more. Even if Purity Products gives back every penny they illegally took from me, , this has still cost me many hours of unwanted stress and time. My time is important and I have enough stress already. The least they can do is to pay all of the return shipping. If they would have sent the return shipping label in the first place instead of waiting until they had to, this would have ended in a positive note. They waited until the 60 day return time was up then offered me a label, too late to get it back to them in time.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Again, thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

Review: I ORDERED ONE SUPPLEMENT FOR ONLY SHIPPING @ $.4.99, THEN I DID PURCHASE $59/95 FOR SUPPLEMENTS. I AM A HOLISTIC PRACTITIONER. I BEGAN GETTING AUTOMATIC HUGH ORDERS. IT TOOK OVER 4 MONTHS TO RECEIVE $`178.00 AND CHANGE FROM THEM THRU MY [redacted]. THEY KEPT GIVING ME ONLY THE $59.95 IN CREDIT. I CANT TELL YOU HOW MANY COUNTLESS TIMES I PHONED/ WROTE TO THEM TO STOP, STOP, SENDING ME ANYTHING, THAT IF I WANTED THEIR PRODUCTS, I WOULD CALL THEM. THEY CONTINUE TO BADGER ME. I HAVE BLOCKED THEM BUT THEY SEND ME ABOUT 4 EMAILS EVERY SINGLE DAY. I CANT STAND THIS. I VIEWED OTHER COMPLAINTS AND YES, THEY PUSH VERY AGGRESSIVELY ONTO EVERYONE . I AM SICK OF THIS COMPANY.Desired Settlement: I WANT TO BE LEFT ALONE. IF, EVER I WANT THEIR SUPPLEMENTS, I WILL ORDER, BUT SINCE THEY ARE SO AGGRESSIVE AND ITS USELESS TO STOP THEM I WILL PROBABLY NEVER MAKE CONTACT WITH THEM, EVER. I JUST WANT ALL THE EMAILS TO CEASE. I HAVE SENT THEM EMAILS, WITH UNSCRIBE AND THEY STILL CONTINUE TO EMAIL ME. I DO NOT WANT ANY AUTOMATIC CHARGES TO MY [redacted], WHICH WILL BE CLOSED IN THE LATTER PART OF JAN **.. THANKING YOU..

Business

Response:

December **, 2015

Complaint ID: [redacted]

Dear Revdex.com,

[redacted] is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

[redacted] returned part of the order as of 9/*/15 and a refund for such has been issued. [redacted] account has been deactivated.

Thank you for bringing [redacted] complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Janeth D[redacted] Credit Manager, Purity Products

Direct ###-###-####

Fax ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted] IS NOT CORRECT. I AM A [redacted] AND I AM NOT A DR. I AM [redacted] AND A HOLISTIC PRACTITIONER. I WAS NOT 'SATIFIED' AND HAVE READ A MYARID OF COMPLAINTS AGAINST THIS COMPANY - THEY SLAMMED ME WITH OVER 250.00 OF BILLING. AS I WROTE PRIOR,, I TOOK ONE $4.99 OFFERING, BUT THEN KEPT TWO ITEMS, @ 59.95 AND THEY HAD BY FOUR MONTHS HAD TO REFUND ME ITEMS THAT WERE RETURNED @ $178.00 OR MORE, I CALLED MANY , MANY TIMES ASKING THEM, TO STOP BOTHERING ME, AND ALSO TIME INVESTED AND INVOLVING [redacted] TOO. FOR THEM TO STOP,STOP , STOP SLAMMING AND BILLING ME!. I WILL NEVER, EVER DO BUSINESS WITH THEM; THERE ARE OTHER COMPANIES OUT THERE.. AND IF THEY THINK, FROM MY FULL NAME I AM A MALE, THEN GUESS AGAIN. THEY ARE JUST TOTALLY A GROUP OF [redacted] WHO PUSH THEIR PRODUCTS ON INNOCENT AND UNASSUMING CONSUMERS. IT TOOK ME FOUR, FOUR FOUR! MONTHS OF HELL TO GET MY MONIES RETURNED. I AM LIVID AND WANT/WISH NOTHING TO DO WITH THESE [redacted].

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I did not like the auto ship policy and canceled and returned the last shipment to which I cant seem to get them to credit my account.Desired Settlement: I just want my money back for the product in which has been returned.

Business

Response:

[redacted] Complaint ID: [redacted] Dear Mediator, [redacted] is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit. Our records indicate [redacted] ordered via the web and agreed to the Super Saver program for the Certified Organic Juice Cleanse Apple Greens when he placed the order. The FREE TRIAL offer of Green Tea CR Capsules is as follows: I have read and agree to the offer details below. - $4.95 shipping applies. By accepting the free bottle offer (15 day supply) you will be enrolled in our Super Saver program, locking in the low Super Saver price of just $39.95 per bottle. As a Super Saver you will receive three bottles every 90 days. Your first delivery of 3 bottles will arrive about 2-3 weeks after you receive your FREE bottle, so you don't have to worry about missing a day. Purity Products will charge the credit card used today for your 3 bottle shipments. Of course, you can customize your order at anytime by changing the frequency, date of shipment and number of bottles shipped out to you. If you want to discontinue the automatic shipment, call us within the first 15 days and you will never even be billed. [redacted] selected the box “I have read and agree to the offer details below” which acknowledges that she read and accepted the terms & conditions. The offer terms disclosed are also printed directly on the trial invoice to maintian transparency of the offer agreement. Purity Products has been in business for over 20 years and we take pride in making sure our customers are completely satisfied. [redacted] has refused delivery of the package & was received by Purity Products on 06/**. Based on this information, a credit was successfully processed for the full amount of $124.80 on 06/**. Please see credit voucher attached. [redacted]

We thank [redacted] for bringing his concerns to our attention as it is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws. If you have any questions or ever would like more information about our company, please feel free to contact me.?

*

Review: I was on an auto shipment for $220 worth of product every three months (9 bottles total- 3 of each product type) but was not actively using their products. I had moved & updated a forwarding address that still led to many packages being delivered to every address I had lived at previously in AZ except my new address. Purity Products had attempted their delivery in December but it had gone to my previous address. 1st call: Having issues with all shipped items during the seasonal rush I had called them to explain that I had not received the product. The rep said it had been signed for and needed to be returned in order to have it reshipped to me. Due to the cost they could not resend me the whole shipment until the old one was received. The customer rep said they would send over 3 bottles for the inconvenience. I told him I wasn't exactly in need of any product at the moment but wouldn't turn free product away. In response to not needing product he said he would send out the return label and delay my auto shipments to allow me to catch up using products.

I received the three free bottles and order slip that had an equal discount to cancel out the cost along with no purchase coupons. A purchase coupon of 3 or 6 is received with each order of "purchased" bottles that will go toward a single bottle when they add up to a given amount. (I think 12) I had also talked to the apartment management I had previously rented with about the the box arriving and me dropping off a return slip to give to the signing folks as soon as it had arrived. 2nd Call: When I realized it had been a while for the return slip I had called in to Purity Products customer service about the return label I had been waiting for. The female rep told me it had already shipped and had arrived at the old address. I began to stress realizing I couldn't force anyone to ship the box back without going through the management agency for help. I asked her how sending the label directly to the new residents would work. She said I could go knock on their door and make them send it back. I asked her to send another label for me to drop off with the front office knowing I was not going to any strangers door to make them do anything. At this point I knew I would be canceling all auto shipments all together.

I received the label and dropped it off with the apartment agency management at the front. Purity Products received the box back and credited only 6 bottles back. 3rd Call: I had called back to inquire about what had happened since the original conversation. I was on the phone with a female who asked her supervisor about my particular account and came back to tell me that I had supposedly said I was in dire need of product so they sent out a partial order toward my next order. (per the recorded conversations this was 100% inaccurate) A partial order also does not explain the lack of purchase coupons and shipping slip with the cost discounted. The representative also told me if I wanted to return the “once free” product I needed to pay for the shipping. I did get upset knowing that I was told the order would be free. Otherwise I wouldn’t have purchased any more product since I was not actively using the product. I ended the call walking in to work but called back within a few hours. Due to the circumstances the male representative told me I could keep the 3 bottles (free again but not for long) and he would cancel all future orders for me and then wished me a wonderful Valentines weekend. He said the missing refund difference from the 6 to 9 bottles would take a little while to show up on my credit card so I waited a couple weeks but didn’t see anything. [redacted] Call: I called back in to their customer service to see what was going on. The Customer Service Rep said the remaining refund was not being honored. She said she would need to call me to follow up once an investigation had been completed. I had called on March [redacted] and am still waiting for them to provide a follow up call.Desired Settlement: I would appreciate the refunded difference that was not processed for 3 bottles that were shipped back with the box of 9 bottles. If the company wants the "once free" three bottles that were not accompanied by purchase vouchers I am totally content sending them back unopened as long as they will pay for the return shiping cost.

Business

Response:

March **, 2015

Complaint ID: [redacted]

I regret that [redacted]’s experience with Purity Products was not a positive one. [redacted] is a valuable customer and her satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

[redacted] was on the Super Saver program since 4/2014, since then, all orders have shipped to the address provided by her, [redacted]. On 12/**/14, her order processed and shipped as scheduled. Unfortunately, [redacted] did not make any address changes prior to the order processing/shipping, thus the order was successfully delivered as addressed to the address given at time of initial order. Purity Products is not affiliated with any shipping carrier, thus cannot respond as to why [redacted]’s order was not forwarded to her new address.

[redacted] called our Customer Care Department on 12/**/14; she realized she had not given us her new address. As a courtesy, the agent offered to send a [redacted] return label to the old address as an attempt to retrieve the package; in the meantime, [redacted] agreed to a replacement of 3 bottles. The initial order was then returned to us and a credit of $147.74 was issued, which did not include refund for the replacement bottles.

The super saver coupon policy is as follows. The customer must accumulate 12 coupons to redeem for 1 bottle, up to $55 value per 12 coupons/bottle. Coupons must be mail it in with a note stating the name of the product of their choice. Upon receipt of coupons, Purity Products will gladly process an order.

Thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The recorded 12/** conversation needs to be reviewed. I did not agree to a replacement of 3 bottles. I was told I would be sent 3 supposedly free bottles (1 for each type of product) for the inconvenience. I would not have ordered 3 more bottles as I had explained that I was nowhere near using up the product I had previously purchased. When I had received the 3 bottles I thought they were free based on what I was told during the 12/** conversation, not receiving a purchase coupon as I had received for all previous orders I had paid for, and the full retail & discount pricing noted on the receipt rather than the VIP Customer pricing. Your company has gone back and forth in what will be done and it is upsetting that you guys will not honor the 12/** conversation. But if you need the 3 supposedly free bottles back in order to refund me the full amount paid for the 9 returned bottles then simply send me a return shipping label. I am not going to pay for the shipping on product I was told would be free.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Our refund policy is printed on all invoices and is as follows:

Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Return Authorization does not cover the cost of return shipping. Again, you must return your used and/or unused bottles to receive a refund within 60 days.

Again, thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Your Return Policy had nothing to do with product that I was told would be free. Please release the recorded conversation for review with an outside reviewer and they'll find that I was told the 3 bottles would be free. If your company representative made a blooper you could admit it and take your "once free" product back, making an exception to your Return Policy (outside the 60 days and shipping cost) considering that I had been lied to.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I cancelled a subscription for delivery of vitamins by phone in October 2013.

I thereafter received an unsolicited order. They charged my credit card without authorization $72.33.

I notified them in writing on ** Jan 14 requesting they return the money and requested a return mailing label to return the products or instructions for other disposition.

To date, the amount has not been recredited, I have received no return mailing label or other instruction.

I have received no response whatsoever.Desired Settlement: I wish they would repay me for the unauthorized charge and unsolicited merchandise. I also hope they do not send me any more.

Business

Response:

Dear Mediator,

I regret that [redacted]’s experience with Purity Products was not a positive one. [redacted] is a valuable customer and her satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate we received a letter by [redacted] on 1/**/14 requesting to cancel the super saver program; our customer care agent called the customer to acknowledge receipt of the letter & the cancelation. The last order shipped was on 1/**/14, which was prior to receiving the letter by [redacted]. As a courtesy, a UPS prepaid label was sent, free of charge, to facilitate the return of the order. Once the order is received, a full credit would be issued.

Thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint and have determined that my complaint has NOT been resolved. My letter to them complained of unsolicited product (not a cancellation as they state) and requested disposition instructions. To date (March *, 2014) I have received no return mailing label or credit for this unsolicited product. Sincerely, [redacted]

Business

Response:

[redacted] has returned 1 bottle from order #[redacted], dated 1/**/14; a full refund for one bottle of $22.46 was issued on 3/**/14. [redacted] also returned 2 bottles from order #[redacted], dated 6/**/13, which does not qualify for credit as per our Refund policy; those bottles contain lot number [redacted], which was shipped over 7 months ago.

The lot # is an identification number assigned to products indicating the batch or date which the product was manufactured. The lot number enables tracing of the ingredients as well as labor and equipment records involved in the manufacturing of a product. The ability to track a lot numbers is important for manufacturers to track items for variety of purposes including quality control, service management & product recalls.

Refund Policy:

Refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt.

Again, thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Please just close this out as unresolved. I stopped the automatic shipments because I had the bottles piling up-I just returned the first three I pulled out of a bag. Were the ones I returned expired? Opened? Adulterated? I can return more if they like?

Please-close it as unresolved. I should have heeded the comments about Purity. Thank you for your assistance.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Hi, I got a trial order from this company and was charged without my ok and the amount was over $135. I didn't authorize the payment and was stuck with this product. The trial product received was ok and seemed like a healthy product that did what it said. The 3 ojc products that were forcefully charged to my [redacted] were not the same somehow. They made me feel as if I was poisoned or something and my stomach began to gargle and it felt like my body was rejecting it and wanted to throw it back up, but instead it stayed in my stomach with the gargling noise and feeling. The trial one didn't make me sick and even brightened my skin. After checking the reviews that other people have wrote, I felt the need to ask for help here and possibly other companies. The reviews made it seem as if this company will do everything possible to not refund.Desired Settlement: I would like a replacement of the 3 ojc's or a refund. The products have been tried and are ineffective and make me sick.

Business

Response:

[redacted]

Dear Revdex.com,

[redacted] is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate [redacted] selected the Super Saver option when he placed the free bottle of the Certified Organic Juice Cleanse – OJC- Apple Greens via the web. The free bottle offer is as follows:

Item Quantity Price

Certified Organic Juice Cleanse – OJC- Apple Greens 1

FREE TRIAL



[X] I have read and agree to the offer details below.

- $4.95 shipping applies. By accepting our free offer today of Certified Organic Juice Cleanse – OJC- Apple Greens, you will become a Super Saver customer. Then in about 2-3 weeks you will receive another 3 bottles, which is a 3 month supply of Certified Organic Juice Cleanse – OJC- Apple Greens, charged to the payment method provided today. You will be guaranteed the low price of only $46.95.95 per bottle, and receive 3 bottles every 3 months. All Super Saver orders are shipped at a discounted rate of $4.95. This offer is completely risk free. Our goal is to exceed your expectations, if you are not completely satisfied, you may call our customer care department at ###-###-#### and customize or cancel your order.

By selecting the box “I have read and agree to the offer details below”, this acknowledges acceptance to the terms & conditions. The offer terms disclosed are also printed directly on the trial invoice to maintain transparency of the offer agreement.

Our refund policy is printed on all invoices and is as follows:

Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization. Return Authorization does not cover the cost of return shipping. Again, you must return your used and/or unused bottles to receive a refund within 60 days.

Thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Janeth D[redacted] Credit Manager, Purity Products

[redacted] E-mail: [redacted]

This company steals your money!
I saw an odd charge on my credit card statement, called Purity to find out there had been 3 charges total in the amount of $380. I explained that I never opened an account and the products aren't even appropriate for me. They didn't even have my correct address! After cancelling the card, I began trying to get a refund. Over 7 hours was spent on hold between August [redacted] and September [redacted] and I was bounced around, they PROMISED to call me back but they have not followed through with anything they said they would do (CHARLES ext. [redacted]). Ultimately I got a supervisor ANDY who told me that since they could not locate the recording of the phone call from the first order, therefore they couldn't verify if it was me or not and told me I was screwed before hanging up on me.

Review: I made it very clear to a rep to stop any future deductions from my account without my consent because I have been unemployed since last year. They stopped for a couple of months and then did not call me but deducted $49.91 from my checking account without my consent. I am in very bad health with 5 auto immune disorders with no income and the stress of this issue is causing me more health issues. They refuse to take care of this issue. I spoke with [redacted] at length and he assured me he would call me back today with an update in the situation. He did not call and I have not been re-reimbursed.

This is stealing and taking advantage of people and their private information. Once they have your account number they can take what they want out of your account. Please help me in this matter. I did not receive their product and do not want to receive their product. I do not have money.Desired Settlement: Please help me in this matter. I need gas and food money and it has been taken from me. They deducted $49.91 from my account and I want it put back in there immediately please.

Business

Response:

[redacted]

Complaint ID: [redacted]

I regret that [redacted]’ experience with Purity Products was not a positive one. [redacted] is a valuable customer and her satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations. All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

On 3/**/14, [redacted] called in response to our free bottle advertisement, the offer is as follows:

[redacted]By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles of OptiKrill 300 Super Formula at $19.95 each (25% off the retail price) and 3 bottles of Plan 200 Formula at $39.95 each, every 3 months, plus discounted shipping of just $4.95. This 3 month supply would save you more than 25% off the regular price. However if you’re not satisfied for any reason, simply call our customer cr located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what. We look forward to getting you started as a Super Saver customer. Is this Okay?

Our records indicate [redacted] agreed to the Super Saver program for OptiKrill 300 Super Formula & Plan 200 Formula when she placed the free bottle order. [redacted] called our Customer Service on 4/**/14 to change her address; she was advised her next scheduled order would ship on 8/*/14. The order processed & shipped on 8/* to the new address [redacted] had provided us. As per [redacted]’ Visa credit card, the address the order shipped to matches 100% with the billing address they have on file for her.

On 8/**/14 [redacted] called regarding her charged from us; she was advised it was for the order shipped o 8/*/14. She claimed to have moved from that address, unfortunately, because she did not updated the address prior to the order shipping, we are not able to issue a refund for it. The Super Saver program has been canceled.

Thank you for bringing [redacted]’ complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Review: My debit card had expired and I did not renew my debit card information to Purity Products. I check my account today and they had taken a payment out of my account. I called them about this and they said that they got permission from my bank for my new expiration month and year. I called my bank and they said that they would not give that information out to anybody not even to me. I was able to get the transaction cancelled. I do not appreciate what they did.Desired Settlement: I just want to know who authorized the transaction and how they got a hold of my new expiration month and date.

Business

Response:

Dear Mediator,

I regret that [redacted]’s experience with Purity Products was not a positive one. [redacted] is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records do not indicate [redacted] canceled from the Super Saver program, therefore the order processed as schedule. As per [redacted]'s request, the order and the Super Saver program has been canceled.

A declined credit card is not considered a cancellation of services. [redacted]s’ Bank is enrolled in the “Account Updater” program which enables the electronic exchange of updated account information among participating Merchants, their Merchant Bank, and Visa/Master card Issuers. This means that the customer’s Visa/MC’s issuing Bank participates on the program. Purity Products (the merchant) is enrolled in this program. When a cardholder’s account information changes, Purity Products is notified with updated credit card # or expiration date by the issuing bank for customers with whom we have an ongoing payment relationship. The benefit of this program is to provide uninterrupted service to customers.

Thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Direct ###-###-####

Fax ###-###-####

E-mail: [redacted]

Review: Purity Products processed an unauthorized auto-shipment draft on my account in the amount of $178.65 on April *, 2014. I contacted them on the same day as the draft. They agreed, after much debate, to begin the process of a partial refund, $86.85. I was told that the balance of the refund was pending a review of the phone call wirh the sales representative and that someone would contact me within three days. No one did. I contacted them again today, April *, 2014, around midday and "[redacted]" stated that the call had not been reviewed and promised to call me back by 5:00 PM EST. She did not. I spoke with another customer care agent this evening, around 8:00 PM, who has promised to get back to me in 78 hours. This is very bad business practice. This should never have occured. I explicitly and emphatically decline the offer for auto shipments. I was told by the representative this evening that they were very busy today. Hence, I stated I must assume that my concern is not a priority.Desired Settlement: Immediate full refund to my debit card and my payment information delete so that no other future drafts are erroneously made.

Business

Response:

April 8, 2014

Complaint ID: [redacted]

Dear [redacted],

I regret that [redacted]’ experience with Purity Products was not a positive one. [redacted] is a valuable customer and her satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations. All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

[redacted] called in response to our free bottle advertisement, the offer is as follows:

[redacted]By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles every 3 months at $39.95 each & $17.95 each, plus discounted shipping of just $4.95. This 3 month supply would save you more than 25% off the regular price. However if you’re not satisfied for any reason, simply call our customer cr located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what. We look forward to getting you started as a Super Saver customer. Is this Okay?

Our records indicate [redacted] agreed to the Super Saver program for Triple Action Omega & B-12 Energy Melts when she placed the free bottle order. As a courtesy to [redacted], Purity Products has credited half the order; the remaining balance will be issued upon receipt of order. As a courtesy, a UPS label has been sent to facilitate the return of the order. The Super Saver program has been canceled.

Thank you for bringing [redacted]’ complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted]1:37 PM (4 minutes ago)to [redacted]

I never agreed to the Super Saver offer. This is false. Since Purity Products is insisting that I did, I would like an opportunity to hear the recorded conversation that suports their claim. I do not feel like a valued customer; I feel like a misrepresented and violated consumer.

Faithfully,

[redacted] ID #[redacted]

I also forwarded this reply to [redacted] at Purity Products and insist that they stop misrepresenting what I agreed to in the initial transaction. I am being maligned.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance.

As noted previously, our records indicate [redacted] agreed to the Super Saver program for Triple Action Omega & B-12 Energy Melts when she placed the free bottle order. As a courtesy to [redacted], Purity Products has credited half the order; the remaining balance will be issued upon receipt of order. As a courtesy, a UPS label has been sent to facilitate the return of the order. The Super Saver program has been canceled.

Again, thank you for bringing [redacted]’ complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we

feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

More precisely, steps are in place to resolve the matter. I will return the product that was not authorized by me and expect the balance of my refund accordingly.

Sincerely,

Review: They say the 1st order will ship 15 days after you receiving your trial and you're supposed to be able to cancel at any time. However, if you call the # on the catalogue, they only take orders and it gives you another number to call for all other requests. When you call that #: ###-###-####, it's only a voice response system and it talks over your answers and doesn't give you any option but to change quantity, product or delivery date. I got it to finally get the "cancel" request and then it offered another option instead of cancelling - 10% off any product. You can't get beyond that - it keeps talking over your answer and no matter what you say, itjust says "goodbye". Extremely deceptive advertising about canceling--they make it impossible to cancel.Desired Settlement: They should change the answering system AND cancel any order of mine.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I finally reached their customer service dept. It took me several minutes of saying "NO" to all the ways they wanted to "upgrade" my discount and order. they did not want to put the cancellation into effect. I finally got them to give me a cancellation # and their assurance that no further charges would show up on my cc. Hopefully this is the end of it!

Sincerely,

Review: This company charged my debit card $139.80. The problem is that I never gave them my debit card number. I have done business with this company in the past, but have never given them this card number. They are unable to show where the card was used for the initial purchase. I am a little troubled as to how they got my card number.Desired Settlement: I simply want my money back.

Business

Response:

October **, 2015

Complaint ID: [redacted]

Dear Revdex.com,

I regret that [redacted]’s experience with Purity Products was not a positive one. [redacted] is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate that [redacted] voluntarily joined the Super Saver auto ship program when he placed an order for a free trial of ORGANIC JUICE CLEANSE for the shipping fee of $4.95. By enrolling, a three month supply is shipped after the free trial and every three months thereafter. Customers that cancel within the free trial period are never billed and only incur the initial shipping and handling fee for the free trial received. [redacted]’s account was reviewed and found no request of cancellation entries recorded prior to 10/**/15 in the Call & Activity Log, which records all contact attempts and account activity. This indicates [redacted] failed to stop preauthorized shipments.

A declined credit card is not considered a cancellation of services. Customers’ Bank is enrolled in the “Account Updater” program which enables the electronic exchange of updated account information among participating Merchants, their Merchant Bank, and Visa/Master card Issuers. This means that the customer’s Visa/MC’s issuing Bank participates on the program. Purity Products (the merchant) is enrolled in this program. When a cardholder’s account information changes, Purity Products is notified with updated credit card # or expiration date by the issuing bank for customers with whom we have an ongoing payment relationship. The benefit of this program is to provide uninterrupted service to customers.

Thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Janeth D[redacted] Credit Manager, Purity Products