Radiancy, Inc.

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:

While this answers some of my questions, it raises others.  (A major one being, if they care so much about their customers, why didn't they respond to my letters!)
I just looked (again) at the website where I placed my order, and strenuously disagree with the 2nd paragraph of their letter.  Obiously I did not read carefully enough through all their obsfucations, as I THOUGHT I was purchasing the No No for the price stated at the bottom of the page: Subtotal
Processing & HandlingTotal
$83.33$14.95$98.28
So, OK - they say I still owe $101.62?  That's very odd, since when I add up 3 payments of $83.33, plus shipping and handling of $14.95 (which is the price on their website today), I come up with $264.94.  Yet they are charging me $303.90?  And, what makes me the angriest, is that,  since they had/have my credit card number on file, why is there any need for this  "collections" nonsense.  If they think I owe another $101.62, why haven't they charged my card, just like they did with the first 2?
I will pay whatever I need to, to resolve this, but I still believe this is a shady company, that sets out to deceive consumers - and in my case succeeded.   Also - while I have never asked for a refund - I sincerely wish I had read this review from Consumer Reports prior to purchasing this device.  
"Panelists used words such as “pkly” and ?“hairy” to describe how their legs felt after No No. All six said the treated leg was never hair- or stubble-free during the six weeks of testing. Something else that panelists noticed: the smell of burned hair. The final straw? Using No No took far longer than shaving—up to 25 minutes per leg. None of the panelists said they’d want to buy the device, though some described it as “cute.”
I will be sure to share this lovely experience far and wide.
 
 
 
 
 
 
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]

DearRevdex.com:  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]
[redacted]RadiancyTeam

Dear
Revdex.com:
 
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,
 
[redacted]
[redacted]
Radiancy
Team

DearRevdex.com: 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

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:

[They offer a product that doesn't perform what they claim. They offer permanent hair removal and the representative said that nothing can do that! They are lying and falsifying claims to sell their product. Scam!]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

DearRevdex.com: Weare writing concerning the customer's complaint.  We understand the customerwanted to return the no!no! before her 45 days.   Due to the nature of the complaint, thecustomer’s account has been...

reviewed. Thecustomer placed the order through our call center on April **, 2015.  During this call, she was given the 60 dayMoney Back Guarantee (MBG) and was told about our 45 day rule when she placedthe order.  The customer’s order wasdelivered to her on April **, 2015, and her 60 day MBG will end on June **,2015.  Under the Guarantee, the customerhas 60 days to 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 was also indicatedon the packing slip when she received the order. Thecustomer called in to return on May **, 2015, and was told she could return,but she would have to pay the postage to return.  We will allow the customer to return before her45 days, however, we will only refund for the purchase price. 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

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

online and was given the termsand conditions as well as the 60 day MBG when he 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.  The customer’s MBG endedon February **, 2015, and he called us to return on March **.  At this point, we cannot authorize a returnfor 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 have determined that my complaint has NOT been resolved because:

The full refund amount I'm owed is $365.83 according to my credit card statements.  This is with the exchange rate I was charged. Is the amount of $327.52 that NoNo is refunding include the exchange rate or will that be done by the credit card company?
Thank you.
 
 
 
 
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 refund request.   We
sincerely apologize to the customer for any inconvenience.
 
The customer’s package was received in our warehouse...

on March *,
2014. Refunds were processed for $111.59 and $96.64 on March **, 2014.  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.
 
Please have the customer contact us at ###-###-####, Monday
through Friday, between the hours of 6a to 6p (PST) for further assistance.
 
Thank you,
 
[redacted]
[redacted]

Dear Revdex.com:   We are writing in response to the customer’s complaint.  We...

understand that the customer would like an invoice showing that her order has been paid in full.   Our records indicate that the customer was sent an invoice on April **, 2016.  Additionally, we have included a screen shot of the customer’s account showing that she has a zero balance due.   We 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 have determined that my complaint has NOT been resolved because:

[I explained to Customer Service that I did not deliver the No No to my daughter until the middle of January. She called in as soon as she used it and realized it did not work as advertised. Please reconsider my request for a refund. Thank you.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Michael Mccool

Dear Revdex.com: 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 the customer would like to return for a refund and be removed from collections. This letter confirms that the customer was refunded for her first payment of $101.62 on October **, 2015, and her remaining bad debt of $203.28 was removed on the same day.  Additionally, the customer’s account was removed from collections on January *, 2016.  If the customer is not able to locate the refund, please ask her to check with her bank.  As of now, we consider this complaint resolved. 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 her order on May **, 2015, and was given the terms and conditions, as well as the 60 day Money Back Guarantee (MBG) when she 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 pay return shipping both ways and refund the product price.  The customer’s package was delivered to her on May **, 2015, and her MBG ended on July **.  The customers MBG was extended when she called in for a warranty exchange.  This unit was delivered to her on July * and her MBG was extended until September 8.  The customer did not contact us to return until December **, 2015.  Since there were two orders in the customer’s account, one original order and one warranty exchange, the agent she spoke to on December **, did not notice the refund.  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, Julie L[redacted] Radiancy Team

Good Morning All,
A full credit has been issued to [redacted]'s account in the amount of $289.90. The refund was processed today to the credit card on file.
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:

I called before my sixty days were up. They told me I had to wait sixty days before I returned the product. I called on the sixtieth day. I was told someone will call me back their was no one there to take my call. No one called me back how is that my fault. After not getting anywhere by phone I decided to email them I got a response and they told me I was beyond my sixty days. Of course I am beyond my sixty days no one called me back. This seems to be the same complaint that a lot of others are having. I have tried over and over again to try to get a response and it's always the same thing no one is here to speak with you at the moment we will take your number and someone will call you back. When asked to speak with a supervisor you are always told that one is not available. Very sad way of doing business I guess that why they have a -D rating and I never should have done business with them to begin with.
 
 
 
 
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:

[Your Answer Here]
 Hello, The refund is now showing on my CC. Radiancy still has done NOTHING for the 6 months of back and fourth it took to get the refund.  I'll end it here if they refuse to acknowledge or do anything about it. Even a $20 starbucks card or some sort of gesture would be appreciated as NO ONE should have to go through 6 months of constant back and fourth when it could have just been emailed from the get go (return label)
Package is in the mail and the Canadian warehouse should have received it by now.
Thank you Revdex.com!!! no thank you to Radiancy.
 
 
 
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
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 December **, 2013, online 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 4* 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 February **, 2014. 
Even though this was a Christmas gift, the Holiday MBG, would have ended
on February **, 2014, and the customer did not call in to return until March *.
 
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. 
 
We
sincerely apologize 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,
 
[redacted]
[redacted]
[redacted]
[redacted]

Dear Revdex.com: 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]

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 am not especially happy that I have lost money on this transaction, but now that I have the majority of the money returned, I can live with the smaller loss.  
Thank you for your help in resolving this matter.
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]