Radiancy, Inc.

DearRevdex.com: Weare writing concerning the customer's complaint. We understand the customerwould like to return but he is outside of our Money Back Guarantee. Thecustomer placed his order on December **, 2014, on line and was...

given the termsand conditions when he placed his order.  On December **, 2014, the customer called ourcustomer service department to return. The agent gave him tips and tricks for using the no!no! and the customeragreed to keep using.   Thecustomer called to return on March *, 2015, but at this point, he was outsideof the Money Back Guarantee (MBG).  As apoint of information, his MBG ended on March *, 2015. The customerwas given the terms and conditions, as well as the 60 day MBG when he 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.  At this point,we cannot authorize a return for this customer because he is outside of the MBG.   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 furtherassistance.   Thankyou, [redacted]
[redacted]RadiancyTeam

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
I still disagree with their 45-60 day wait before returning...

the product to get a refund
Sincerely,
[redacted]

Dear Revdex.com:
We are writing concerning the customer's complaint.
 We understand the customer claims she has returned both units, but she
was only refunded for one unit.   
Due to the...

nature of the complaint, the customer’s
account has been reviewed.  The initial
package was received in the warehouse on December [redacted], 2013; however, in error, the
warehouse did not log the second unit. 
We were able to locate the second unit and the customer’s return has
been processed.  We sincerely apologize
to the customer for any inconvenience this has caused.
This letter confirms that on December **, 2013, a refund
of $229.95 was processed to the card on file.   Additionally, on [redacted], 2014, a refund of
$309.95 was also processed the card on file. 
Please note, it can take up to two billing cycles for the financial
institution to post the refund to the customer’s account. 
The customer placed her order online on December **,
2013.  The terms and conditions of the order
as well as our 60 day Money Back Guarantee (MBG) were given to the customer when
she placed her order.  This was also
included on the packing slip when she received her package.  For reference, I am including a sample
packing slip. 
The customer’s order was delivered to her on December **,
2013.  Under the 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.  The customer returned the
units to us on December **, before her 45 days were over.  Because of this, we are unable to refund for
return shipping.
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,
[redacted]

Dear Revdex.com:
We understand the customer’s
concern and sincerely apologize for any inconvenience.  We understand the customer would like a full
refund, as she has returned the unit to us.
class="MsoNoSpacing">The customer ordered the white
snowflake No!No! on our website on December *,2013.  Due to the holidays, there was a backorder
placed on this item and the customer agreed to a red unit.  The customer did contact us to cancel her
order, however, the unit shipped before we were able to cancel. 
The customer was given a label to
return her unit and on February *, 2014, her unit was received in the
warehouse.  We did reach out to her to
confirm that she had returned a red unit on February *, but did not hear back
from the customer until several days later. 
On February **, 2014, refunds were processed for $104.89, $89.94
and $75.02.  Additionally, on February
**, 2014, the customer was refunded for her shipping charge of $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 however.
Again, we sincerely apologize for any inconvenience.  Please have the customer contact us at
###-###-####, Monday through Friday, between the hours of 6a to 6p (PST)
for further assistance. 
Thank you,
[redacted]
Radiancy Team

Revdex.com:
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 attachment was for another persons order. Not mine. I have been been told my the company that they are refunding my money and it will take 10-12 days. Please leave this open until that time incase they are not being truthful.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

Dear
Revdex.com:We
are writing concerning the customer's complaint. We understand the customer has
not received her refund.  Due to the
escalation, the account has been reviewed.  The
customer called to return her no!no! on October *, 2015.  The agent...

told the customer that if she
agreed to keep the unit, we would give her a 25% discount.  This letter confirms that on October *, 2015,
the customer was refunded $98.94.  It can
take up to two billing cycles for the financial institution to post the refund
to the customer’s account.  For
reference, the time and date stamp for the refund is below.  If the customer is unable to locate the
refund, please ask her to take this information to the bank to help them locate
it. Settlement Date and
Time: **-Oct-2015 22:21:23
EDTAdditionally,
we have no records of the customer trying to call us after the refund was
processed.  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,Julie
L[redacted]Radiancy
Team

Dear Revdex.com:   We are writing concerning the customer's complaint regarding her [redacted]...

account.  We understand she purchased a no!no! from the Home Shopping Network and put the unit for sale on [redacted].  We also understand that her account was suspended because the no!no! was marked as counterfeit.    We asked the customer to send all her [redacted] information to [redacted].  [redacted] was contacted on May ** and her account should be cleared shortly.   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,   Julie L[redacted] Radiancy Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me. I called the company and was able to procure a shipping label from them. However, the matter has not yet been fully resolved as I have not received confirmation that my package was received or that I was taken out of collection status.
Sincerely,
[redacted]

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

Dear Revdex.com:
 
We are writing concerning the customer's request to
return and to be removed from collections. 
We understand that the customer claims she tried to reach us on several occasions.  Unfortunately, we only have...

record of her
email sent to us on April **, 2014.  We
sincerely apologize to the customer for any inconvenience.
 
At this time, we will allow the customer to return for a
refund, however, she will need to call us for return instructions and a label.  Additionally, we will not remove the customer
from collections until her unit is received in our warehouse.
 
Please note that the customer placed her order online on
December **, 2013, and did receive the terms and conditions of the order when she
ordered, including the payment plan. 
Please see the attached web order page.
 
Again, 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,
 
[redacted]

Revdex.com:
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 ad which I still have says nothing about keeping it for at least 45 days. It just says that they will refund purchase price, shipping and handling, and pay cost to ship it back to them. during the phone conversation, I asked if I kept it for 45 days and then returned it, would it make a difference and was given an evasive answer. I also resent the fact that they never bothered to respond to the email I sent or the written note I sent.  It comes down to truth in advertising and their ad does not indicate that it has to be kept for 45 days.  It is not the $7.05 in return postage but the principle that they are not honoring their guarantee.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Revdex.com:
 
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,
[redacted]

Revdex.com:
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:

Good morning,  While I respect your company's rules about the refund policy, please allow me a moment of your time.  My father lives in Delaware and I live in Florida.  He ordered your product in November as he began to budget for his holiday gifts.  He came to visit me in January and wanted to give me the No No in person.  We followed all the instructions and were disappointed it did not work. We then looked it up on the internet and saw all the websites with complaints.  Right away, we called your Customer Service and explained our situation.  We understand your rules, but with all the complaints filed (over 298) we would appeal to your company to make this situation right.  As I explained to your Customer Service in all of my calls, he is 70 years old, widowed in March of 2014 and now on a very restricted financial budget.  It would be a kind gesture on your part to help offset this situation and create a better experience for at least one of your customers.  Again, we understand your rules, but were really hoping for a better outcome.  Thank you kindly.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and am in the process of sending back the device.
Sincerely,
[redacted]

Dear Revdex.com:   We are writing in response to the customer’s complaint regarding his Kyrobak.  We understand the customer’s Kyrobak was defective.   The customer placed his order on May *, 2016, and on May *, 2016 called our customer...

service department because the unit was making a noise.  During the call, the agent helped the customer use the unit and determined it was defective.  The customer was sent a return label to return the defective unit and a new unit was reshipped to the customer on May *.   For reference, the tracking number for the new unit is [redacted].  To track the order, please go to [redacted].   If the customer needs further assistance with the Kyrobak, please have him contact us at [redacted], 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,   Julie L[redacted] Radiancy Team

DearRevdex.com: Weare writing concerning the customer's complaint.  We understand the customerwanted to return her no!no! before her 45 days and wanted return shippingrefunded to her.   We are unable torefund the customers shipping...

because she returned before her 45thday. Dueto the nature of the complaint, the sales call was reviewed.  The customer placed the order through ourcall center on March **, 2015, and was given the 60 day Money Back Guarantee(MBG), including information about returning before the 45 days when she placedthe order.  The customer’s order wasdelivered to her on March **, 2015, and her 60 day MBG ended on May **, 2015.   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. Additionally, when the customer called customer serviceon April *, for return instructions, she was told that we would not covershipping because she was returning before 45 days.  This information was also included on thepacking slip when the customer received his package.  For reference, I have included a sample copyof the packing slip. Thepackage was received in our warehouse and on April **, the customer wasrefunded for the purchase price she paid. Wesincerely apologize for any inconvenience. Please have the customer contact us at ###-###-####, Monday throughFriday, between the hours of 6a to 6p (PST) for further assistance.  Thankyou, [redacted]
[redacted]RadiancyTeam

Revdex.com:
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]
 
 Thank you for your response Revdex.com,
Them emailing the return slip only exemplifies the fact this could have been resolved months ago and they dragged their feet with my numerous calls into their call centre.  Why didn't anyone offer to email it prior?
I just checked my CC online with my bank and so far no refund.  Also the amount they claim to have refunded does not include anything additional for the months of delay which I requested for.
Thanks for your help
[redacted]
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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:

First of all the product was falsely advertised and is a possible health  hazard from  burning.  This was not disclosed until the product was shipped.  It did not remove hair anyway close to the ad on TV.  When I tried to return it, I was upset that they would not do it, until "I continued to try it for 45 more days.  It didn't work and I felt that it was a health risk.I didn't want to get burned trying to make it work.I would have returned the product immediately, but they  refused to pay return postage "unless" I used the product for 45 days.  Because I missed the "deadline" by 7 days they refuse to accept the refund at all.This is just fraudulent commerce.  I want a complete refund and if they want the product, which Is still in the box, then they need to cover the postage and issue a return voucher.?
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com: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,
[redacted]