Radiancy, Inc.

Review: The No No Hair removal system does not work. I tried to return it twice within the 60 days and each time they said 'oh you're not using it right'. 'Do this and it will work and use it alittle longer' This happened twice. After trying everything they told me it still didn't work. After the second time, I called to try to return it again. By that time it was past the 60 day mark, they refused to consider a return. You have to have a return ticket in order for them to have it return. This item cost $300 and I want to return it as it DOES NOT work as they advertised it to work. The No No also burned my mothers face.

The dates listed that I contacted them are approx dates as I did not keep track of the dates I called.Desired Settlement: I want the money that I have already paid returned and the order cancelled. I will return the No No. I would also like to see store policy changed considering the return policy. I don't want anyone else to get burned like I did.

Business

Response:

Dear Revdex.com,

We are writing to you in response to complaint # [redacted].

We spoke to [redacted] on 4.**.14 and provided return instructions as well as a pre-paid return label in order to return his product.

Thank you,

Review: The NoNo Pro did not remove the hair from my daughter with down syndrome, whom it was purchased for. I never even tried the Acne remover. I just wanted to get my money back. I tried contacting the customer service thru their website and no one ever contacted me. I found the[redacted] and have been emailing since August and have yet to receive my return authorization. They told me to call which I did several times and the connection was not good or I was on hold for a while and could not wait. When I did talk to someone they were very rude and would not acknowledge that I had been emailing the customer service. When I emailed back the customer service and told them what happened they said to call their customer service. I even told them I would post a negative review and contact people and file a complaint, and nothing. This has become very time consuming.Desired Settlement: I would like my money back.

Business

Response:

Dear

We are writing concerning the customer's complaint.

We understand the customer has been trying to return, but has not been

able to contact customer service to receive a Return Merchandise Authorization

number (RMA) to return. Due to the

nature of the complaint, the customer’s account has been reviewed.

The customer placed her order online on June **, 2013, and

her package was delivered to her on June **, 2013. Under the 60 Day Money Back Guarantee (MBG), the

customer has 60 days to return the unit for a refund of the purchase

price. If the customer keeps the unit

for at least 45 days of the 60 days, we will return shipping both ways and

refund the product price. This information

was given to the customer when she placed her order online and also included on

the packing slip when the customer received her package. Based on this information, the customers MBG

would have ended on August **. The first

correspondence we received from the customer was on August **.

The notes in the customer’s account do indicate that she

emailed us several times after August [redacted], and did only receive emails in

response. We sincerely apologize for

this.

As a courtesy to the customer, we will reach out to her

and make sure she receives a return label and instructions to return. Once we receive the unit in the warehouse, we

will process a full refund.

Additionally, a return label has been emailed to the customers email on

file, along with an email giving her full instructions to return.

Again, we sincerely apologize for any inconvenience. Please have the customer contact us at

[redacted], Monday through Friday, between the hours of 6a to 6p (PST)

for further assistance.

Thank you,

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,

I accept that they will accept the return. However, I emailed the customer service dept several times prior to August **, 2013 in the section on their website for customer support from which I did not receive any response. Then I found the other email address which I began emailing. I did contact the customer service a few times by phone and the reception was poor and I could not hear and hung up. The time I spoke with someone they were very rude and would not acknowledge that I had sent multiple emails.

Review: I ordered a No No in November and was billed on 11/**/2013 for $309.95 by NoNo by Radiancy, Inc NY. I received the NoNo on !2/[redacted]/2013 and realized

immediately that it was not a product I wanted to keep. They have a very difficult policy for returns to get full refund of which I was aware. I knew I had to return

their useless product between 1/[redacted]/2014 and 2/**/2014 to get my full refund including shipping and handling. I called [redacted]on 1/[redacted]/2014 at ~4pm to initiate the return

I received an email that same day with instructions, return address and the RMA #. It had enough confusing filler to not say to wait for the email with the shipping label which I did not receive until 1/**/2014 so I did ship back following return instructions without a shipping label in their original shipping box so I do not expect to be reimbursed for my shipping costs. I used US Postal Service receipt # [redacted] to ship to address listed in the email (cost of $9.90). I received an email on 1/[redacted]/2014 that they received the returned NoNo

and that email said "This requires no action on your part. Your refund will be processed and will be reflected on your billing statement within one billing cycle. Your Order Number Is: [redacted]Date Of Order: Thursday, January [redacted], 2014". It is now March [redacted] and I have not received any refund to my credit card account.

They are a total sham and have had access to my $309.95 since they billed on Nov. [redacted], 2013 and I would have liked a refund as soon as I tried it on delivery day!Desired Settlement: I would like at a minimum the full refund price of $309.95 which includes shipping to me. They should also reimburse for my cost of returning also because they took

too long to send the email with the shipping label($9.90 for a total of $319.85). They should not be allowed to require only a 15 day full refund window 45-60 days after

receipt of a product they know customers will return.

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 still disagree with their 45-60 day wait before returning the product to get a refund

Sincerely,

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 still disagree with their 45-60 day wait before returning the product to get a refund

Sincerely,

Review: I could not send Revdex.com my e-mails as your Revdex.com system rejects it. Have somebody contact me so I can send the e-mails.Desired Settlement: Complete refund and refund of shipping charges as promised in [redacted]

Reverse credit card charge of $299.95 on my [redacted] card.

Also, identify company address on your Website and respond to e-mails and give a valid telephone number so as a customer can contact a customer service representative to cancel orders, fix billing problems, resolve disputes, etc.

Business

Response:

Dear Weare in receipt of your inquiry and appreciate you reaching out directly to usto help resolve our mutual customer’s concern. Wework very hard to make sure that our shopper’s experience is a good one, and weappreciate any and all feedback. As astandard operating procedure, we conduct an extensive review and qualityassurance process prior to a website going “live.” We maintain this process in an on-going basisto ensure that the terms and conditions, as well as payment plans, are clearlystated for the viewer. Our goal is tomake sure that our visitors turn into well-informed buyers. When anorder is placed, the customer will see that the total due today is disclosedand the payment terms (if applicable) are also disclosed. Please note that this information is providedon the same landing page, as the page that the credit card information isentered. We do this because we want ourcustomers to see their full financial obligation at the time (and preferablyprior to) entering the credit/debit card information and proceeding with theirorder. This information was sent to the customer in a previous email. Oncethe customer has entered payment information, and has clicked through to completetheir shopping experience, the website will show that the order has beensubmitted, and the customer will receive an order confirmation email withcomplete details on how they can reach customer service. Thecustomer placed his order on September **, 2015, and was given the terms andconditions, as well as the 60 day Money Back Guarantee (MBG) when he placed theorder online. Under the Guarantee, thecustomer has 60 days to return the unit for a refund of the purchaseprice. If the customer keeps the unitfor at least 45 days of the 60 days, we will return shipping both ways andrefund the product price. The customer’spackage was delivered to him on September **, 2015, and his MBG will endNovember **, 2015. Additionally,we received our first email from the customer on September **, and responded tohim on September **. At this point, thepackage had already shipped to him. Wesincerely apologize to the customer for any inconvenience this may have caused. Wereached out to the customer today to give him instructions to return and hewill be refunded once we received his Kyrobak in the warehouse. We welcome any questions that he mayhave. Please feel free to contact us at###-###-####, Monday through Friday, between the hours of 6a to 6p (PST)for further assistance. Thankyou, JulieL[redacted]RadiancyTeam

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:

Not once in the advertising is there a visible dollar figure when checking out there will be a cost of $299 fro the product. The invoice visually reveals a price of $99. This is deceptive and misleading advertising to invoice visually a price of $99 on the Website, then when you click to order the product a receipt is generated with a "surprise" price of $299 which is false deceptive advertising and outright trickery to deceive consumers. I also discovered it is impossible to return the product using the phone numbers Radiancy gave me by phone message they would accept the return, now they tell the Revdex.com they won't pay the return shipping which violates their advertising flyer saying they will, without 45 days waiting period, which is another layer of false and misleading advertising by this company. Read my message I sent to Radiancy President/CEO today by e-mail[YourSend to: Radiancy Customer Service & Administration/President/CEO:Getting a phone message instruction by employee "Onya" to call your ###-###-#### telephone number she gave to me below, it is a invalid number that the operator told me was not for Kyrobak product. She gave me this number: ###-###-####, I pressed option #3 for returns information for Kyrobak and the phone line goes dead... nobody answers the phone! The return authorization is therefore impossible to obtain, in this case.I demand, from Radiancy, "Administration" step in and act to send to me by e-mail a valid RMA so I can return the Kyrobak product for a full refund. I also demand you send to me, as you have advertised, a prepaid return shipping label or refund the cost of shipping to me as advertised.If you ignore this e-mail or give to me more impossible procedures, I will immediatelyreturn the "unopened" Kyrobak product to you without a RMA due to your repeated failure to do so to this customer by giving me invalid phone numbers to return the product.I will then dispute the cost of shipping and the refund of the Kyrobak if you do not refund my monies without delay to my credit card, including shipping fee.I no longer care about your corrupted and frustrating return policies of no result to return the product, I am holding you accountable to your written advertising and your dysfunctional return procedures designed to frustrate consumers from returning your falsely advertised product; Kyrobak.E-mail me RMA with Instructions within 5 working days or I am returning the product at this address on Monday October *, 2015:Customer Service & Administration President/CEO[redacted]

Thank You, [redacted]cc: Federal Trade Commission, Revdex.com, Attorney General's Office, Magazines Product Advertised With. Answer Here]

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

Sincerely,

Business

Response:

Dear Weare in receipt of your inquiry and appreciate you reaching out directly to usto help resolve our mutual customer’s concern. Thecustomer was given the full price of the unit when he placed his order. For reference, I have included a copy of theorder page, showing the full price. Thecustomer placed his order on September **, 2015, and was given the terms andconditions, as well as the 60 day Money Back Guarantee (MBG) when he placed theorder online. Under the Guarantee, thecustomer has 60 days to return the unit for a refund of the purchaseprice. If the customer keeps the unitfor at least 45 days of the 60 days, we will return shipping both ways andrefund the product price. The customer’spackage was delivered to him on September **, 2015. His 45th day starts on November * andhis MBG will end on November **, 2015. Additionally,on October *, the customer filed a chargeback for $99.00. We cannot refund this account until thechargeback is resolved with the bank. On September**, we attempted to reach out to the customer to give him return instructions,but we were not able to reach the customer. We welcome any questions that he may have. Please feel free to contact us at ###-###-####, Mondaythrough Friday, between the hours of 6a to 6p (PST) for furtherassistance. Thankyou, JulieL[redacted]RadiancyTeam

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:

{Radiancy violates it own advertising which clearly states they will pay the return shipping (see ad I sent to Revdex.com, and, there is no 45 day waiting period in the advertising as a condition for anything. And, I have sent Revdex.com a copy of the Sales Order that clearly states the price of the Kyrobak product as $99 which is the check-out form from their and my check out on their web site. These people are operating a business that defies their advertising and they make up policies as they go along blindly ignoring their advertising promises.I returned the product today with a prepaid shipping label from Radiancy as I called and complained about the false advertising that they must pay the return shipping and they also must refund the shipping fee I paid to order the product, as advertised in their print literature and on their Website.Let's give Radiancy some reasonable time to receive the product (which I did not open the shipping container) and to fully refund me the cost of the product and the shipping fee I had to pay. The ball is now in their court to deliver upon their advertising promises for a complete refund of the product price and refund shipping cost (see the advertisement promise I sent to Revdex.com).This company is using fine print in their Website check out process and using large print to guide, mislead and deceive customers to buy a product and then switch the price after the fact of purchase. That's what they did to me. The FTC and the courts always frown on small print disclaimers and the small print can never supersede the larger print as, case law has established in these cases of consumer deception, as unlawful advertising. I have enclosed/attached a letter I sent today and in the return package to Radiancy regarding my issues (see MS Word file.The complaint is not yet solved until the charges have been reversed permanently on my [redacted] Credit card. But I believe it will be solved soon. ]

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

Sincerely,

Review: The product doesn't work right, I called the customer service to find out why it was making a clicking noise. They told me how to make it work right. They told me to push harder or hold it more firmly against my skin. They tried to sell me some additional cream that was better than the one they gave me with the product. I told them "no thank you"

I waited too long to return it because I thought I was doing something wrong. It doesn't remove the hair and it hurts my skin. It doesn't burn me, but if feels like it's raw.

I paid $269 for this no no and I wish I had never purchased it. I feel they misrepresented the product, it's not painless and it doesn't the hair off my face. I have no use for the product.Desired Settlement: I would like a extension of the money back guarantee, I will pay the postage, but I would like $269 back or the amount I paid for it.

Business

Response:

Dear

We

are writing concerning the customer's complaint. We understand the customer

would like to return her no!no! device, but is outside the 60 day Money Back Guarantee

(MBG). Due to the escalation, the

account has been reviewed.

The

customer placed the order on March **, 2014, and was given our 60 day MBG when the

order was placed. Under the Guarantee,

the customer has 60 days to return the unit for a refund of the purchase

price. If the customer keeps the unit

for at least 45 days of the 60 days, we will refund return shipping both ways

and refund the product price. This

information was also included on the packing slip when the customer received

the package. For reference, I have

attached a copy of a sample packing slip.

The

customer’s MBG ended on May **, 2014. As

a courtesy to the customer, we will allow her to return for a full refund. Since the customer is outside the MBG, we

will ask that she pay the return shipping back to us. Please have the customer call us at the

number below for instructions to return.

Once we receive the unit in the warehouse, we will process a refund for

the unit.

Please

have the customer contact us at ###-###-####, Monday through Friday,

between the hours of 6a to 6p (PST) for further assistance.

Thank

you,

Radiancy Team

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 am [redacted]. I registered a complaint with No-No(Radiancy Inc.) about their product which is to remove hair. It did not work and hurt my face because of the pressure needed to make it work?

I called them per your email and talked to [redacted] in Utah at ###-###-#### and he sent me an email with instructions to return the No-No. Upon receiving it and inspecting it and everything is OK I should get a full refund, however I will pay for the return of the item.

At this point I feel satisfied. Thank you for your help!

[redacted] case #[redacted]

Sincerely,

Review: On the complaint type I have several issues, I've called and requested a refund after complaining about the many issues that I've experienced. My (1) first call was after I first received the no no, the box was incomolete, (2) The thermal tip went bad (3) the buffer replacement not received. I was told that since I had so many problems that the 60 day trial would begin over. I called and told them of my experience of not getting the results promised, I was told that I didn't give it enough time to work, that I should keep it and give it more time. I called and called each time I was told give more time until the 60 days had gone by. The product it self stopped working, I demanded my money back,then I was told the trial period had past. No refund only a replacement. I was given the address and I paid the postage and returned it. I waited over a week then called, I was told then it shipped 3 days before I called, that was on a Thursday, Fri & Sat nothing. On Monday I called and I was told it was sent to [redacted]. Now I have to fill out another form stating that I didn' recieve itand request a resend. All I want is my money back.

Product_Or_Service: NO NO HAIR REMOVAL

Order_Number: UNK

Account_Number: UNKDesired Settlement: DesiredSettlementID: Refund

PLEASE, I JUST WANT MY MONEY BACK!!!!

Consumer

Response:

The purchase price of $366.10 is what I'm asking to be returned.

Business

Response:

Dear Revdex.com,

We are writing in response to customer complaint # [redacted] was issued a full refund for $344.40 to her credit card on file on 4.**.14.

Please let us know if you need any other information.

Thank you,

no!no! by Radiancy

Review: No! No! has a return policy for the hair removal products which allows you to return the product between 45 - 60 days with a full refund. I have been calling several times over the past week to get them to send me the return label but they have yet to provide the label. During my latest conversation with customer services, they said that my husband has to call in order to get the label because he was the one who purchased the product (even though he had it shipped under my name). This was the first time they mentioned this. I feel that they are stalling until the 60 days are up so that the warranty will expire.

Product_Or_Service: No!No! Pro3 Spring Bloom with case

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Provide a return label so that I can get my full refund. Right now I'm concerned that even if I was to return the product within the 60 days, the company may still give me the run around about crediting back my credit card.

Business

Response:

Dear Weare writing in response to the customer’s complaint. We understand that the customer would like toreturn her no!no!. Thecustomer’s package was delivered to her on May **, 2015, and her Money BackGuarantee (MBG) ended on July *, 2015. Thecustomer was given the 60 day MBG when she placed the order online. Under the Guarantee, the customer has 60 daysto return the unit for a refund of the purchase price. If the customer keeps the unit for at least45 days of the 60 days, we will return shipping both ways and refund theproduct price. This information was alsoincluded on the packing slip when she received her package. Thecustomer called our customer service department to return on June **, withinthe 45 to 60 days. The agent gave her aReturn Merchandise Authorization (RMA) code and told her he would email her areturn label. Unfortunately, it does notappear that a label was emailed to her. Thecustomer called back in again on July * and a new label was emailed to her. We sincerely apologize for this error. Pleasenote that these were the only times the customer contacted us. Since the customer contacted us within her 45to 60 day window, her account will be refunded when the product is received. Pleasehave the customer contact us at ###-###-####, Monday through Friday,between the hours of 6a to 6p (PST) or Saturday between the hours of 7am – 1pm(PST) for further assistance. ThankYou, [redacted]RadiancyTeam

Review: We returned the No-No hair remover between 45 and 60 days after purchase per company money-back guaranty. Radiancy deducted $14.95 shipping costs from our refund without explanation to us. We called Radiancy customer service. The first [redacted]., Miguel, first claimed that we returned the item too early. He said the computer charges this amount automatically, therefore we must not have complied with the return policy. Then he claimed we returned it too late, which contradicted his first excuse, making him either a liar or too lazy to check the facts. He claimed he spoke to a supervisor, but refused to transfer the call to a supervisor, never admitting he was wrong.

We called back and the [redacted]. again claimed the $14.95 charge was made because we returned the No No too early. She said the computer charges this automatically. I asked her to look at our account record to verify that the charge was justified. I asked what date we bought the NO NO, then asked the date we returned it, which added up to 54 days, perfectly within the 45 to 60 day money back guaranty requirement.

Radiancy's computer system for refunds is obviously programmed to automatically defraud each customer by charging a $14.95 shipping fee in violation of its written free return shipping guaranty policy..

Also, two Radiancy customer service reps either lied to us or intentionally refused to verify whether our request for a $14.95 refund was valid. Either way, the company has trained phone personnel to refuse to give refunds. and they only agreed to give us credit after we threatened to file a complaint to Revdex.com. As a result, I will never deal with Radiancy or buy its No No products, and urge others to be warned of their tactics.Desired Settlement: 1. Fraud investigation of Radiancy's refund procedure that automatically assesses a $14.95 charge in violation of its written refund guaranty to purchasers of No No.

2. Required training for customer service representatives to verify the correctness of charges instead of wrongly and adamantly denying valid refund claims.

3. $14.95 credit to our account, which may have already been processed .

Business

Response:

Dear

We are writing concerning the customer’s complaint. We understand that the customer returned the

package within the 60 day Money Back Guarantee (MBG), but was not refunded for

shipping. Due to the escalation, the

customer’s account has been reviewed, as well as all phone calls associated

with this order.

Under the Guarantee, the customer has 60 days to return

the unit for a refund of the purchase price.

If the customer keeps the unit for at least 45 days of the 60 days, we

will return shipping both ways and refund the product price. The customer placed her order through our

sales line on November **, 2013. During

this call, she was given the 60 day MBG.

This was also included on the packing slip when she received her

package.

The customer called our customer service line to return

her unit on January **, 2014. On this

date, the customer was within her 45 days and was given a return shipping

label.

The

customer’s package was received in the warehouse and on March 5, she was refunded

$111.59 and $81.69. In error, the

customer was not refunded for the $14.95 shipping charge. We sincerely apologize to the customer for

this error. Therefore, on March **,

2014, the customer was refunded for $14.95.

Please note that it can take up to two billing cycles for the financial

institution to post the refund to the customer’s account.

We

appreciate the customer bringing this situation to our attention as we are

constantly striving to provide the best possible customer service.

Again, we sincerely apologize for any inconvenience to

the customer. Please have the customer

contact us at ###-###-####, Monday through Friday, between the hours of 6a

to 6p (PST) for further assistance.

Thank you,

Review: I ordered the No No and was told it was only $68.92 including shipping. Now I am being told that there are 5 payments total. I am on a fixed income and would have NEVER ordered this at this price. I want to return it asap and I am demanding that no further payments be taken from my account. I am very dissatisfied with the business practices of this company and do not like the produce. I was never informed of different styles or any pricing information other than the $68.92.Desired Settlement: I want no further payments to be taken and I will return the product. Do not take any money from my account as it will not go through - I cannot afford and was not told of this price. I feel I was totally scammed by the people on the phone.

Business

Response:

Dear

We are writing concerning the customer’s complaint. We understand that the customer was told the No!No! was one payment of $68.92. Due to the escalation, the customer’s account has been reviewed.

The customer placed her order through our sales line on October **, 2013. The customer was told by the agent that her unit would cost $68.88. During the sales call, the customer told the agent that she would have to go get her debit card. The agent offered to call her back. The order was processed after the agent called her back.

Please note that the customer was charged $68.92 on October **, 2013 and then was charged a second payment of $53.97 on November **. On December *, 2013, the customer was refunded $39.06 and $14.95. Additionally, all other payments were canceled and the customer only paid $68.88 for the unit. It can take up to two billing cycles for the financial institution to post the refund to your account however.

We sincerely apologize for any inconvenience to the customer. Please have the customer contact us at [redacted], Monday through Friday, between the hours of 6a to 6p (PST) for further assistance.

Thank you,

Radiancy Team

Review: I attempted to order the NoNopro5 online. The website said my card was not excepted. I checked my account and had a charge pending. I called the company right away they said I could process an order over the phone I told them I did not want a duplicate order. They said I needed to contact the customer service 6am PST. I contacted the company and the representative said it could take 12 to 24 hours to see the order but please call back in 5 hours because he had seen it take that short of time. I called back and they said it was not there at 2pm my time but to call back again later that evening. I again called back they said it can take 24 hours and cant find me in the system. I called the next morning 11/*/2013 at [redacted] holding until the phone was answered. Again could not be found asked to be transferred to a manager which I was then put to a voicemail. I left a message. I am recalling again for a 6th time to the company I am told by the representative to call back in 2 hours to talk to a supervisor.Desired Settlement: My 30.00 fee for overdraft due to their duplicate charge refunded as well as my 618.90 charge removed from my account.

Business

Response:

Dear

We understand the customer’s concerns regarding an order that she did not receive. We sincerely apologize to the customer for any inconvenience.

This has been researched and we are unable to locate an account for the customer. However, we were able to locate a pending authorization on her credit card for $309.95, which never processed to her card. This authorization has been canceled and the customer should see it drop from her card.

We were not able to locate a second charge for the customer. If the customer believes she received a charge of $618.90, we would need her to send in a bank statement showing this charge. If the customer believes she was charged in error, please have her call customer service at the number below to fax in a statement showing the charges.

Again, we sincerely apologize for any inconvenience to the customer. Please have the customer contact us at ###-###-####, Monday through Friday, between the hours of 6a to 6p (PST) for further assistance.

Thank you,

Radiancy Team

Review: The representatives are not reading these responses. I have called, written, and replied to your messages NUMEROUS times. Less than a month after its' receipt, I began "trying" to return this product. It was less than a month because I did not want the second installment charged to my credit card; this was ignored and my account was charged.The representative I spoke with at that time was somewhat rude. When I stated I wanted to return the product she seemed irritated, if not incensed. She advised me I still had another 30 days (almost in an insistent manner) and I reiterated; I would just like to return it.She said okay, but you will have to pay for the shipping.I did not argue with this person because this obviously was not a person interested in assisting me, nor standing by their 'money back guarantee' (full refund to include shipping AND even pay for the initial shipping charges incurred when ordering.I tried unsuccessfully calling again on numerous occasions and only reached 'home-made' recordings for placing an order.I received an email notice that they 'could not process my last payment' in which I replied instantly informing them of all of this (again).This obviously was not read or acted upon either because I have gotten yet another email indicating their inability to process my payment - of which I have replied once more.I am beyond frustrated. I have had this product packed and ready to return almost since I received it - waiting only for information (send mailing label) necessary to return it.To stand by your guarantees (which incidentally are in print numerous places and advertised on TV) I require both payments credited to my account, and now to include a reimbursement for the return shipping costs.The product and accessories have never been used as I could never get it to work/hold a charge properly; everything remains in the original condition as when it was shipped. Product_Or_Service: No No by Radiancy Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund As described and advertised in writing and also aired on numerous commercial advertisements, I would like a complete refund of payments and include shipping costs.I need the first two payments of $89.94 and the shipping cost of $14.90 refunded for a total of $194.78 refunded. It may not be refunded to the credit card information Radiancy currently has on file for my account as that information has changed.

Business

Response:

Dear

We are in receipt of your inquiry and appreciate you reaching out directly to us to help resolve our mutual customer’s concern. We understand that the customer would like a refund.

Please note that the customer’s order was placed online and the customer was given the payment plan and full price of the unit when she placed her order. We work very hard to make sure that our shopper’s experience is a good one, and we appreciate any and all feedback. As a standard operating procedure, we conduct an extensive review and quality assurance process prior to a website going “live.” We maintain this process on an on-going basis to ensure that the terms and conditions, as well as payment plans, are clearly stated for the viewer. Our goal is to make sure that our visitors turn into well-informed buyers.

For your convenience, and so that you may have the same experience, we are providing you with a copy of screen shots that show you the checkout process step by step. You will see that the total due today is disclosed and the payment terms (if applicable) are also disclosed. Please note that this information is provided on the same landing page, as the page that the credit card information is entered. We do this because we want our customers to see their full financial obligation at the time (and preferably prior to) entering the credit/debit card information and proceeding with their order.

Once the customer has entered payment information, and has clicked through to complete their shopping experience, the website will show that the order has been submitted, and the customer will receive an order confirmation email with complete details on how they can reach customer service.

The customer called customer service on May [redacted] 2013 for return instructions and was given a Return Merchandise Authorization number to return. However, we have not received the package in the warehouse yet. We will be happy to refund the customer for everything she has paid, as well as her return shipping, once we receive the package in our warehouse. Please have the customer call us at the number below with tracking information for this package.

Additionally, the customer references that we cannot refund to her card on file. To prevent fraud and to be compliant with electronic funds transfer law, we must refund to the card that we charged. Typically, closed cards are still open to credit transactions and so long as she is still a customer with the bank that carried the card the charges were processed on, credits should process normally.

We sincerely apologize for any inconvenience to the customer. Please have the customer contact us at ###-###-####, Monday through Friday, between the hours of 6a to 6p (PST) for further assistance.

Thank you,

Radiancy Team

Review: My Mother bought this product for $309.90, then there was the add on of a kit that contained extra heads and buffer pads that was $49.95. It plainly states on the web site that there is a triple money back The following is taken from their web site:We are so confident that you'll love your no!no! PRO device that if after using it for at least 45 days from delivery date & no more than 60 days and you are not satisfied then we will:1. Refund the full Product Price!2. Refund The Shipping & Handling!3. Pay The Return Postage!To qualify for the triple guarantee you must have purchased directly from this website. Full guarantee details as well as the process for issuing an RMA and a prepaid return shipping label will be included with your order. If you choose to return before you've used the unit for at least 45 days then we will still gladly refund your product price but the cost of postage to return is your responsibility.We are well past the 45 days and quickly approaching the 60 days. There was not a return label included with the order, only a page explaining their Return & Exchange Policy. We tried without success from April *, 2015 until April *, 2015 to contact them by phone to request an RMA# and shipping label to return this product. I have also email customer service twice with the same request. I am only trying to get this product returned as per their written instructions so my 69 year old mother can get her money back on a product that does not work as advertised.

Product_Or_Service: No! No! Pro 5

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

We would like a full refund and the pre-paid label as is stated in their policy.

Business

Response:

Dear Weare writing concerning the customer's request for instructions to return herno!no!. We understand the customer wantsto return and has not been able to contact us. The customer’saccount has been reviewed and we have not received any contact from thiscustomer by phone or email. The customer is still within the 60 day Money BackGuarantee. Please ask the customer tocall us at the number below for instructions to return. Additionally, we will also reach out to the customerto provide instructions. As apoint of information, we do not provide return labels in our packages. We request that the customer call us for aReturn Authorization Number and a return label. Wesincerely apologize for the customer's inconvenience. Please feel free to have the customer contactus at ###-###-####, Monday through Friday, between the hours of 6a to 6p(PST) for further assistance or Saturday between the hours of 7am – 1pm(PST). Thankyou, [redacted]

RadiancyTeam

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and I have received the mailing label and will be posting it in the mail today. Though I will not consider this matter fully resolved until a refund had been made. I do understand that they have to have the product to do such a refund and have no problems with that wait time, as long as it is reasonable amount of time. I would also like to add that it would make sense that they had no record of any phone contact from me because no one would ever answer the phone when I call during the hours listed on their website. I have copies of the emails I sent to this company also.

Sincerely,

Review: I had called them to get a return authorization number to send back product for full refund. I sent the package to them. I called in 10/**/13 to ask the status of my refund and was told I should have it in 10 days or so. I have never received my refund so I proceeded to dispute the charge with my credit card issuer. Radiancy has since replied they never received the return and wont release the funds back to my credit card. Now I do NOT have the product in hand and they claim they don't either, even though when I called I was assured a prompt refund. I think they would've mentioned at that point they didn't receive it back and would need it to do so. It is unacceptable to have to pay for something I do not have!Desired Settlement: I would like a refund back to my Credit Card ASAP, I will even accept not being refunded the shipping as the product is junk and I don't have something I am being forced to pay for.

Business

Response:

Dear

We are writing concerning the customer's request for a refund, as she claims that she returned her package and was told she would receive a refund. We sincerely apologize to the customer for any inconvenience.

The customer called our customer service department on November *, 2013, and told the agent that she had returned the package to us on September **, 2013, with a Return Merchandise Authorization (RMA) number. Unfortunately, we are unable to locate a phone call where the customer was provided this information and there are no memos in the customer’s account showing she called in on this date. Additionally, the package has not been received in our warehouse.

During the November * call, the agent told the customer that she would process the refund in 7-10 business days, even though we had not received the return package. Unfortunately, this refund was never processed.

As a courtesy to the customer, a refund for $284.80 has been processed to the customer’s card on file. Please note that it can take up to two billing cycles for the financial institution to post the refund to the customer’s account.

Again, we sincerely apologize for any inconvenience to the customer. Please feel free to have the customer contact us at [redacted], Monday through Friday, between the hours of 6a to 6p (PST) for further assistance.

Thank you,

Radiancy Team

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, as long as the credit can't be rescinded and is permanent, I consider the matter resolved.

Sincerely,

Review: I informed the NONO company I wanted to cancel/return the item the day I purchased it because the site doesn't let you see how much it is until you put in the credit card information. They refuse to allow the return because they said it has been more than 60 days. I informed them the day I bought it and they refused to send me the return information on Feb [redacted], Mar *, May [redacted], May [redacted], May [redacted], June [redacted], June [redacted] and countless phone calls which I could not get someone to respond to my requests. I informed them I purchased the same item on [redacted] for less and now I have 2 NONOs; that I paid $600.00 for and neither of them work! I tried to resolve it with the company and they still admit I contacted them that I wanted to return the item but refuse to allow me to return it.Desired Settlement: Full refund!

Business

Response:

Dear Weare in receipt of your inquiry and appreciate you reaching out directly to usto help resolve our mutual customer’s concern. Wework very hard to make sure that our shopper’s experience is a good one, and weappreciate any and all feedback. As astandard operating procedure, we conduct an extensive review and qualityassurance process prior to a website going “live.” We maintain this process in an on-going basisto ensure that the terms and conditions, as well as payment plans, are clearlystated for the viewer. Our goal is tomake sure that our visitors turn into well-informed buyers. When anorder is placed, the customer will see that the total due today is disclosedand the payment terms (if applicable) are also disclosed. Please note that this information is providedon the same landing page, as the page that the credit card information isentered. We do this because we want ourcustomers to see their full financial obligation at the time (and preferablyprior to) entering the credit/debit card information and proceeding with theirorder. Additionally, I have included ascreen shot of the payment information. On this page, the customer enters name, address and credit cardinformation. The payment schedule isincluded at the very bottom of this screen,. Oncethe customer has entered payment information, and has clicked through to completetheir shopping experience, the website will show that the order has beensubmitted, and the customer will receive an order confirmation email withcomplete details on how they can reach customer service. Thecustomer placed her order on February **, 2015, and was given the terms andconditions, as well as the 60 day Money Back Guarantee (MBG) when she placedthe order online. Under the Guarantee,the customer has 60 days to return the unit for a refund of the purchaseprice. If the customer keeps the unitfor at least 45 days of the 60 days, we will return shipping both ways andrefund the product price. Thecustomer called our customer service department on February ** to cancel theorder, but at this point, the order could not be canceled. She was told to call us as soon as thepackage was delivered and we would give her a return label to return the unit. The customer’s package was delivered to heron March *, 2015, and her MBG ended May *, 2015. The customer did not contact us again untilMay **. At this point the customer wastold she could not return because she was outside of the MBG. Additionally, the customer filed twochargebacks on April **, whichwere found in our favor. The customeralso filed a chargeback on June **, which is still pending. Wesincerely apologize to the customer; however, we cannot authorize a return fora refund because the customer is outside of the MBG. Wewelcome any questions that he may have. Please feel free to contact us at ###-###-####, Monday throughFriday, between the hours of 6a to 6p (PST) for further assistance. Thankyou, [redacted]RadiancyTeam

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 screen shot you provided is exactly what I am referring to. It clearly states that the Pro3 total cost is $111.60 and NO WHERE in that screen shot does it say there will be additional charges! It states the NoNo total cost is $111.60 but they charged me 3 times that amount! In addition, it states that the No No PRO5 is available for an additional $20.00! Why would I pay over $300.00 for the PRO3 when I could get the PRO5 for $131.60? There is absolutely nothing on the site that states the consumer will be charged the total 3 times! I had NO IDEA that I would be charged over $300.00 for this product and further, that the manufacturer does not even offer the minimum 1 year warranty on their product! The site is clearly misleading to the consumer expecting to pay $111.60 for this product! I want my money back and I want to return the product with no restocking fees!

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

Sincerely,

Business

Response:

Dear Weare writing in response to the customer’s complaint. We understand that thecustomer placed her order online and would like a refund. Thecustomer was given the payment schedule at the bottom of the order page whenshe placed her order. For reference, wehave attached a screen shot with an arrow referencing the payment schedule. Thecustomer filed two chargebacks on April **, which were found in our favor. The customer also filed a chargeback on June**, which is still pending. As a pointof information, we cannot refund the account until this is resolved with thebank. We sincerely apologize tothe customer; however, we cannot authorize a return for a refund because thecustomer is outside of the Money Back Guarantee. Wewelcome any questions that he may have. Please feel free to contact us at ###-###-####, Monday throughFriday, between the hours of 6a to 6p (PST) for further assistance. Thankyou, [redacted]RadiancyTeam

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 am glad they fixed their website but I informed them the day I ordered it that I wanted to return the item and I told them why. The number they provided rang without end and it is on a different time zone than I am on. I finally emailed them to contact them again and they refused to respond with the RMA by email. They repeatedly sent me the same message by email to call the number. Then they stopped responding to my emails. I was finally able to call during their time zone and they stated the 60 day time frame was exceeded. They clearly disregarded my request to return the item on Feb [redacted] and refuse to acknowledge that my intent to return the item within the 60 day period was clearly stated to them. This is clearly their lack of customer service and I should have checked them out on Consumer Reports before I ever went to their site. I was able to return the [redacted] NoNo product I bought after 60 days (I paid less for the Pro5 from them) but this company that fraudulently charged me three times the advertised price will not take their product back even after I told them it only works sporadically and then it doesn't even do what it promised. This company does not care about its customer's satisfaction nor does it have the integrity it claims it has. They knew I was trying to return the item the day I ordered it. February [redacted], the day I told them I wanted to cancel the order, was a Saturday and they claimed on March [redacted] @ 2:16 PM that they couldn't cancel the order because it already shipped. Clearly, they lied because I received an email March [redacted] @ 6:03 PM that the order had shipped AND no tracking number was provided for me to check it. I didn't receive the item until 3 weeks later. In the days of social media, it would not be wise for this company to treat their customers this way. But then again, they apparently do not care about much anyway. Actions speak louder than words and this company has spoken volumes about how poorly their business practices are. They give a 60 day window and the product isn't an everyday usage item and may only be used 2 or 3 times in the 60 day period, less the time it took to deliver the item, leaves 1 or 2 times using it. After the phone center ignores their phones for weeks, I would find it hard to believe they allow anyone to return the product; and then I bet they would claim X amount have been sold...! Well, shame on them! I am disgusted with the way this company and can play a cat and mouse game with other people's money and expect the public to pay for their obviously phony product and deceptive website! I never completed the order in the first place! *

[redacted]

Review: their product caused irritation and soreness. The TV add said return if not fully satisfied. I'm not satisfied and they are saying I have to wait 45 days before they will give me Return Material Authorization # The Warranty states First sentence "If For any reason you are not fully satisfied and you are within the 60 day guaranteed time frame we ask you call our Customer Service department at ###-###-#### to obtain a Return Material Authorization number (RMA#) and return instructions." it goes on to say you should try for 45 days to give it a chance but it is causing me pain and irritation.

Product_Or_Service: No! No!

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to get a full refund.

Business

Response:

Dear Weunderstand that the customer would like to return but has not used the unit for45 days. We sincerely apologize to thecustomer for any inconvenience. Thecustomer’s package was delivered to her on March **. The customer placed her order online and wasgiven the 60 day Money Back Guarantee (MBG) when she placed the order. Under the Guarantee, the customer has 60 daysto return the unit for a refund of the purchase price. If the customer keeps the unit for at least45 days of the 60 days, we will return shipping both ways and refund theproduct price. This information was alsoincluded on the packing slip when the customer received her package. Thecustomer called our customer service line on April [redacted] to returnand agreed to continue using the product. At this point she was only on day 34 of using the no!no!. Wewill be happy to offer the customer a return label and instructions to return fora full refund. Please ask the customerto contact us at the number below for assistance. Pleasehave the customer contact us at ###-###-####, Monday through Friday,between the hours of 6a to 6p (PST) or Saturday between the hours of 7am – 1pm(PST) for further assistance. ThankYou, [redacted]

RadiancyTeam

Review: I was supposed to receive a refund for return shipping costs when I returned it within the trial period. I contacted the company several times, and the customer reps said I received a full refund for the product. Nothing was addressed concerning my refund for return shipping costs every time I contacted them about this. Finally, I never received a reply. Even on the TV commercials, they say that even return shipping costs are free within the trial period. No such thing happened. Basically, I wasted about $30 for nothing. The product did not work on me (just "bells and whistles"), and I was charged for something that was useless to me, along with grief and loss of income. Very infuriating to me.

Product_Or_Service: nono pro hair removal system

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

A full refund of the return shipping costs of the product.

Business

Response:

Dear Weare writing concerning the customer's complaint. We understand thecustomer wanted to return her no!no! and wanted return shipping paid. Due to the nature of the complaint, thecustomer’s account has been reviewed. Thecustomer placed her order online and was given the 60 day Money Back Guarantee(MBG) when she placed the order. Underthe Guarantee, the customer has 60 days to return the unit for a refund of thepurchase price. If the customer keepsthe unit for at least 45 days of the 60 days, we will return shipping both waysand refund the product price. Thisinformation was also included on the packing slip when the customer receivedher package. Thecustomer’s package was delivered to her on September **, 2014 and the customercalled to return on October **, 2014. Since the customer called before the 45th day of herguarantee, we are unable to refund her return shipping. As apoint of information, the customer’s package has been returned and she has beenrefunded for the original shipping charge and the purchase price. Wesincerely apologize for the customer's inconvenience. Please feel free to have the customer contactus at ###-###-####, Monday through Friday, between the hours of 6a to 6p(PST) for further assistance or Saturday between the hours of 7am – 1pm(PST). Thankyou, [redacted]RadiancyTeam

Review: I purchased the no!no! hair removal system along with some replacement cartridges. I purchased with a the opportunity to try the product for 45-60 risk free. There is a RISK FREE warranty certificate in the box. That says, exactly: "USE no!no! for at least 45 days. If you are still not satisfied, contact us anytime between day 45 and day 60 and we will... 1)Refund the purchase price 2)Refund the shipping and handling 3) Pay the cost to ship it back to us." I contacted them on day 55 of my using the no!no! device. The customer service representative just kept telling me no until I lost my temper. He claimed that I had tried the no!no! device for more that 60 days. He is and was incorrect. After getting off the phone with him, I recounted the days on my calendar and 55 is the correct number of days. I asked to speak to his manager and he just put me on hold and left me there. I hung up after 11 minutes on hold. I USED no!no! for the 45-60 days RISK FREE period and they need to refund the purchase price and the shipping and handling and cost to return to them immediately. Furthermore, the advertising claims no!no! makes were completely false for me. The device DOES hurt and the device removes LITTLE or NO hair - even when following the directions very closely.Desired Settlement: I expect a refund of the purchase price, the shipping and handling, and the cost to ship it back to them.

Business

Response:

Dear

We understand that the customer would like to return her No!No!. Due to the escalation, we have reviewed the account and any phone calls associated with the account.

The customer placed the order online on July **, 2013. The customer’s package was delivered to her on August ** 2013. Under the terms of our Money Back Guarantee (MBG), the customer has 60 days from the day her package is delivered to her to return. If she keeps the unit for 45 days, but no longer than 60 days, we will refund everything she pays and give her a return label to send the unit back to us.

Under the terms of the 60 day MBG, the customer had until October * to return. The customer called our customer service department on October ** to return. Unfortunately, at this point, she was 6 days outside the MBG.

As a courtesy to the customer, we will allow her to return. Please have the customer call us at the number below to request a return label. Once we receive the unit in the warehouse, we will process a full refund to her card on file.

We sincerely apologize for the customer’s inconvenience. Please feel free to have the customer contact us at ###-###-####, Monday through Friday, between the hours of 6a to 6p (PST) for further assistance.

Thank You,

Radiancy Team

Consumer

Response:

I will call the business tomorrow to obtain a RMA number as they directed in their response. If that goes well, then the matter will be resolved. I have reviewed the response made by the business in reference to complaint ID [redacted]. Thanks so much!

Review: Commercial states that if not happy for any reason. Money and shipping and handling cost will be refunded. I accidently ordered two, website is a little confusing, and called to ask for refund. They gave me number to call and said they will have no problem refunding everything. I called number and they said only refund purchase price, not shipping and handling. Commercial said they will refund shipping and handling. To me that is false advertising

Product_Or_Service: 02/**/2015

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want them to pay for the shipping and handling costs that they advertise on television. I am holding product till they do.

Business

Response:

Dear We are in receipt of your inquiry and appreciate you reaching out directly to us to help resolve our mutual customer’s concern. We work very hard to make sure that our shopper’s experience is a good one, and we appreciate any and all feedback. As a standard operating procedure, we conduct an extensive review and quality assurance process prior to a website going “live.” We maintain this process in an on-going basis to ensure that the terms and conditions, as well as payment plans, are clearly stated for the viewer. Our goal is to make sure that our visitors turn into well-informed buyers. When an order is placed, the customer will see that the total due today is disclosed and the payment terms (if applicable) are also disclosed. Please note that this information is provided on the same landing page, as the page that the credit card information is entered. We do this because we want our customers to see their full financial obligation at the time (and preferably prior to) entering the credit/debit card information and proceeding with their order. Once the customer has entered payment information, and has clicked through to complete their shopping experience, the website will show that the order has been submitted, and the customer will receive an order confirmation email with complete details on how they can reach customer service. The customer placed his order on February *, 2015, and was given the terms and conditions, as well as the 60 day Money Back Guarantee (MBG) when he placed the order online. Under the Guarantee, the customer has 60 days to return the unit for a refund of the purchase price. If the customer keeps the unit for at least 45 days of the 60 days, we will return shipping both ways and refund the product price. The customer called our customer service line on February ** because he was not aware that he had purchased two units. The customer was given instructions to return the unit as soon as it was received. As a point of information, we will not refund for shipping because the customer is returning before the 45 days are over. Additionally, the customer’s package was delivered on February **.We sincerely apologize to the customer for any inconvenience. We welcome any questions that he may have. Please feel free to contact us at ###-###-####, Monday through Friday, between the hours of 6a to 6p (PST) for further assistance.Thank you,[redacted]

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]

All this is on their website but none of this is on the commercial on TV on TV it says refund any time you do not like it it does not say you have to keep it for 45 days before and get a refund so I still stay there doing false advertising

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

Sincerely,

Business

Response:

Dear Weunderstand that the customer placed an order on line and would like a returnlabel to return the unit. Unfortunately,as previously discussed, we are unable to send a return label to the customer. Theinfomercial discloses that you have to use the product for 60 days and also hasa call out that says that other terms may apply. We do allow customers to qualify for theTriple Guarantee and receive a return label sooner than 60 days however, solong as they gave the product a fair trial and used it for at least 45 days. These terms are disclosed on the website ifthe customer clicks on the guarantee details, and they are also disclosed tothe customer in writing on their packing slips. Customers can certainly returnsooner than 45 days for a product price refund, however shipping and handlingis not refunded and return shipping is not paid for. Wesincerely apologize to the customer for any inconvenience. Please have the customer contact us at###-###-####, Monday through Friday, between the hours of 6a to 6p (PST)or Saturday between the hours of 7am – 1pm (PST) for further assistanceThankyou,

[redacted]RadiancyTeam

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]

This product does not work as advertised. don't want either one that was shipped. Commercial says money back and shipping and handling free if NOT FULLY SATISFIED . I am not satisfied at all.. She has used this product and it does not remove all the hair.. We are not satisfied with product.. Just send us a return box that is prepaid shipping and refund my money... this will end our business with you and we will not have to blog about how you treat customers with your false advertising and guarantees....

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

Sincerely,

Review: I have tried to the No No for almost a year. They have false hair removal claims. It doesn't work. I don't want it. I want my money back. I tried to return one day after the 60 day period and they refused my money back. My daughter had an operation the day I was to return it so I missed the cutoff. Returning this piece of junk was the last thing on my mind. It does not remove my hair - it is a gimmick! I can't remember the exact dates - so I put down the I tried to remember. They have all the dates in their records.

Product_Or_Service: No No by Radiancy

Order_Number: don't have

Account_Number: n/aDesired Settlement: DesiredSettlementID: Refund

I want my entire money back.

Business

Response:

Dear

We

are writing concerning the customer's complaint. We understand the customer

would like to return her no!no! device, but is outside the 60 day Money Back Guarantee

(MBG). Due to the escalation, the

account has been reviewed.

The

customer placed the order on September **, 2013, and was given our 60 day MBG

when the order was placed. Under the

Guarantee, the customer has 60 days to return the unit for a refund of the

purchase price. If the customer keeps

the unit for at least 45 days of the 60 days, we will refund shipping both ways

and refund the product price. This

information was also included on the packing slip when the customer received

the package. For reference, I have

attached a copy of a sample packing slip.

The

customer’s MBG ended in November 2013.

We are unable to allow the customer to return at this time because she

is so far outside of our MBG.

We

sincerely apologize to the customer for any inconvenience. Please have the customer contact us at

###-###-####, Monday through Friday, between the hours of 6a to 6p (PST)

or Saturday between the hours of 7am – 1pm (PST) for further

assistance.

.

Thank

you,

Radiancy

Team

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 becaus

I am not happy with the results I have gotten from the no-no. It hasn't taken my hair off. I feel it is false advertising. I want my money back and would like to send the unit back free of charge.

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

Sincerely,

Business

Response:

Dear

We

are writing concerning the customer's complaint. We understand the customer

would like to return her no!no! device, but is outside the 60 day Money Back Guarantee

(MBG). Due to the escalation, the

account has been reviewed.

The

customer placed the order on September **, 2013, and was given our 60 day MBG

when the order was placed. Under the

Guarantee, the customer has 60 days to return the unit for a refund of the

purchase price. If the customer keeps

the unit for at least 45 days of the 60 days, we will refund shipping both ways

and refund the product price. This

information was also included on the packing slip when the customer received

the package. The customer’s MBG ended in

November 2013.

As a

courtesy to the customer, we will allow her to return at this time. Please have the customer call us at the

number below for instructions. She will

have to pay her shipping to return.

We

sincerely apologize to the customer for any inconvenience. Please have the customer contact us at

###-###-####, Monday through Friday, between the hours of 6a to 6p (PST)

or Saturday between the hours of 7am – 1pm (PST) for further

assistance.

.

Thank

you,

Radiancy

Team

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]

I tried to return the no-no before the 60 day period, but your representative said it wasn't enough time to try it out. The reason I didn't send back within the 60 day period is because my daughter was in the hospital for emergery surgery, and I forgot about it. I have given it a year to try. It is not working for me. I don't want it. It doesn't work on my hair - my hair is back on my knees the next day.

I want me money back- it is a scam!

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

Sincerely,

Review: on Nov **,2013, I went on line and purchased a no no to remove body hair. Most web orders before you purchase gives you an opportunity to review/edit your purchase. Unfortunately I was not given the opportunity and on my order, I had ordered 2 no no's and no way to edit or cancel order. I called customer service to cancel the order of the second no no device. The customer service person stated not a problem she would place another order and the first order will cancel its self. She placed a second order. My bank called a few hours later this was after midnight and the call was from the fraud division. Radiance had charged me $229.95 and and $539.90. The next day I called customer service and went over the problems with my online order and the conversation I had with customer service and the night before. What they did was to cancel the order for $229.95. and stated the first online order was already in shipping and I should recieve it in 5-7 days. I asked to speak to a supervisor [redacted] ext [redacted]. who is holding $539.90 hostage.He said once I get my package call back and they will ship me out a return shipping lable. I have been told for the pass to weeks several different reseaons I have not recieved a return label the lates is because I have to wait 60 days to return item. I was told by [redacted] they will continue to hold my money and until they receive the second no no. When all I need is a label. As of this date I have called to speak to a suppervisor and to speak to [redacted]. No return calls as of yet.Desired Settlement: DesiredSettlementID: Refund

All I need is a return label to return the second no no ordered in error and my money released that will be taken on Dec **, **13

Business

Response:

Dear

We are writing in response to the customer’s

complaint. We understand the customer

placed her order online and ordered a second No!No! in error. We sincerely apologize to the customer for

any inconvenience this has caused. Due

to the complaint, the customer’s account has been reviewed.

We understand the customer placed her order online. We work very hard to make sure that our

shopper’s experience is a good one, and we appreciate any and all

feedback. As a standard operating

procedure, we conduct an extensive review and quality assurance process prior

to a website going “live.” We maintain

this process on an on-going basis to ensure that the terms and conditions, as

well as payment plans, are clearly stated for the viewer. Our goal is to make sure that our visitors

turn into well-informed buyers.

For your convenience, and so that you may have the same

experience, we are providing you with a copy of screen shots that show you the

checkout process step by step. You will

see that the total due today is disclosed and the payment terms (if applicable)

are also disclosed. Please note that

this information is provided on the same landing page, as the page that the

credit card information is entered. We

do this because we want our customers to see their full financial obligation at

the time (and preferably prior to) entering the credit/debit card information

and proceeding with their order.

Once the customer has entered payment information, and

has clicked through to complete their shopping experience, the website will

show that the order has been submitted, and the customer will receive an order

confirmation email with complete details on how they can reach customer

service.

Our records indicate that the customer called in to

cancel the order on November **, 2013 and was told we would cancel it and place

another order for her. Unfortunately,

the first order had already shipped at this point and we were unable to cancel it. On November **, 2013, the customer called our

customer service line and was emailed a return label. The customer did not receive the label because

the email address on her account was incorrect.

The customer called back in on December *, her email address was updated

and another return label was emailed to her.

If the customer has not receive this label, please ask her to check her

junk/spam folder. If the customer still does

not receive this label, please have the customer return her package to us and

fax us in her receipt and we will refund for her return shipping. Please have the customer contact us at the

number below for our fax number.

Additionally, the customer was charged $529.90, but on

November **, she was refunded for $229.95 and this payment was moved to be

charged on December **, 2013 if the package was not received. As soon as we receive tracking on the

customer’s return package, we will be happy to process a full refund to her

card on file.

Again, we sincerely apologize to the customer for any

inconvenience. We welcome any questions

that she may have. Please feel free to

contact us at ###-###-####, Monday through Friday, between the hours of 6a

to 6p (PST) for further assistance.

Thank you,

Radiancy Team