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:
 This company has had ample time to remedy my complaint.  I have phoned numerous times, only to experience negative attitudes and negative responses to my complaints.  After all this time, after holding my money, which I could have invested, they find that they will NOW, after complaining to the Revdex.com,  allow me to call them so that I can take more time to go to a mailing facility to return their product, which I tried to do back in January of this year.  Even though they have my contact information they have made no attempt to resolve my complaint by contacting me.?
 
 
 
 
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 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 **, 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 [redacted], 2013, a refund
of $229.95 was processed to the card on file.   Additionally, on March **, 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
###-###-####, Monday through Friday, between the hours of 6a to 6p (PST)
for further assistance. 
Thank you,
[redacted]

DearRevdex.com: Weare writing concerning the customer's complaint. We understand the customer wouldlike a refund for her unit.  We sincerelyapologize to the customer for any inconvenience. Thecustomer placed her order on...

August **, 2013, through our sales line.  On October **, 2013, the customer called ourcustomer service line because she was not getting results and it was determinedthat she was only using her unit on the lowest heat setting.  The customer agreed to continue to use on ahigher heat setting.  We have not had anycontact with the customer since October **, 2013 and we have no  record of any phone calls or email.   Atthis point, we cannot authorize a return for this customer because she isoutside of the Money Back Guarantee (MBG). The customer was given the terms and conditions, as well as the 60 day MBGwhen she placed the order.  Under theGuarantee, 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.  Thecustomer is more than one year outside of the MBG. Additionally,the no!no! has appeared on several television shows, including The Dr Oz Show. Pleasehave the customer contact us at ###-###-####, Monday through Friday, betweenthe hours of 6a to 6p (PST) or Saturday between the hours of 7am – 1pm (PST)for further assistance.   Thankyou, [redacted]RadiancyTeam

Review: I accidentally ordered an extra device since there was no confirmation of order on the site. I contacted them about this months ago by phone and sent several email since to correct the problem. I was told by customer service to write a return authorization number on my product and wait for a pre-paid shipping label to me emailed to me to return the product. That was in April of 2013. Despite several attempts to get the company to send a return label, they have not done it. Instead, they continued to charge my bank card the entire amount of the extra product. I eventually canceled my bank card and got a new one so they could not continue charging me $89.97 every month. I have now fully paid for three of the NO No devices and only want to keep one of the three. I asked them to respond to me or I would contact the Revdex.com. They did not, so I did.Desired Settlement: Would like them to send 2 pre-paid return labels and another return authorization number so that I can return these products for my refund.

Business

Response:

Dear [redacted]:

We are writing concerning the customer's complaint and sincerely apologize for any inconvenience. The customer’s order was placed online and the customer has received extra no!no!’s because she did not receive a confirmation page 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.

We understand that the customer would like to return two of the units she purchased in error. Our records indicate that the customer called in on April **, 2013, to return the extra units and was told that a return label was emailed to her. However, due to a processing error, the label was never emailed. We sincerely apologize for this error.

We will be happy to send the customer the labels to return her units. Please have her call us at the number below to request the labels and for complete instructions to return. Once we receive the units in our warehouse, we will process a full refund.

We appreciate the customer bringing this situation to our attention, as we are constantly reviewing our processes to ensure the highest quality customer service.

Again, 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

Business

Response:

Dear

We are writing concerning the customer's request for a full refund. The customer’s package was received in the warehouse and a full refund for $284.80 was processed on August **, 2013 to the customer’s card on file.

The customer has two orders with us and when her package was received, the warehouse only logged one package as returned in error. We sincerely apologize for this error.

Please note that on September **, 2013, we processed a full refund for $533.75 for the customer’s second order. 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 our error may have caused. 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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased this product on Saturday 8/**/13 at 5:30pm pst My daughter looked into the company online and they had a lot of bad reviews. So I called them back within 15min to cancel my order and they said to call back Monday 8/**/13 that there customer service was closed and they couldn't help till then. So I called Monday 8/**/13 at 8:00am pst I told them that I wanted to cancel my order. They told me that it was in there warehouse ready to be shipped so they can't cancel. They told me that I would have to wait till I got it and would have to keep it for up to 60 days if I don't I would have to pay for shipping and handling again. I told them that it hasn't left there facility yet to cancel it and refund my money they told me no and hung up.Desired Settlement: They need to let people know that they can't cancel once you hang up.

Business

Response:

Dear

We are writing concerning the customer's complaint and

sincerely apologize for any inconvenience. We understand that the

customer tried to cancel her order after she had placed it.

Her account has been reviewed. The customer placed her order on August **,

2013. Our records indicate that she

called our customer service department on August ** and was told it was too

late to cancel. For reference, I have

included the tracking# [redacted] and tracking

information as of this date, showing that it shipped by UPS on August **:

As a courtesy to the customer, we will be happy to send

her a return label so she can return her unit when she receives it. Please have the customer call us at the

number below to request a return label. Once

we received the unit in the warehouse, we will process a full refund.

We appreciate the customer bringing this situation to our

attention, as we are constantly reviewing our processes to ensure the highest

quality customer service. 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,

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 will be resolved once I receive my refund.

Sincerely,

Refused to contact me regarding how to return the NoNo for full money back guarantee. I explained that I had tried the product religiously for the 45 days (I even watched the time frame carefully having read previous issues) - had no areas hair free (at any time) and that I simply wanted my refund. No responses to telephone or email correspondence.

Review: I purchased the nono device and didn't like it because it burned my skin and was extremely uncomfortable to use.....Now, on the website and everything I was told said

I could do a 60 day free trail and If I didn't like it I could return it for a full refund, which I payed $ 104.89 for the trial period....so fist of all they have horrible customer service I cannot reach anyone due to the busy signal I get every time I call and I've sent over 10 emails....I'm starting to see a pattern with this company not honoring what they say, there are over 400 complaints on the Revdex.com site, I mean come on!!

I was also charged $ 89.94 yesterday on my debit card form this company as well.....So what I want is for them to send me the RMA number so I can ship it back AFTER I receive my refund of $ 194.83......I did not authorize the charge that was put on my account yesterday and I have no problem pressing charges if this issue is not resolved in a timely matter.Desired Settlement: I would like to have my money refunded and I will be glad to send the package back, I don't even care about the shipping charges, I am disgusted at how this company rips people off.

Business

Response:

Dear

We are writing in response to the customer’s

complaint. We understand she would like

to return, but has been unable to contact us. Additionally, we have not

received any emails from the customer regarding her account. We sincerely apologize to the customer for

any inconvenience this has caused.

We understand the customer placed her order online. Please note we have a 60 day Money Back

Guarantee (MBG). This is not a 60 day

free trial. 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.

We have attempted to contact the customer to give her return

instructions, but have not been able to reach her. Please have the customer call us at the

number below so we can provide a return label and return instructions. We will be happy to refund the customer, once

the unit is received in our warehouse.

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

Consumer

Response:

I have send over 10 emails to this company at [redacted], which I still have...I find it hard to believe they haven't received one....

I NOW have received 2 calls and I'm sure it's because I have cancelled my credit card.

They can justify their check out process until they are blue in the face, but me and 350 other people complaining on the Revdex.com website still find it deceptive.

They want me to ship the item back which I have no problem doing once I receive my refund....this company has already lost my trust when they took upon themselves to charge my card again without my consent....once I receive my check refund this case can be closed...thank you

Business

Response:

Dear

We are writing in response to the customer’s rejection complaint.

We understand she would like a refund

processed before she returns her No!No! to us.

The customer’s account has been reviewed. We are unable to refund the customer at this

time because a chargeback was filed on the account on December **. We cannot do anything with the account until

her bank has resolved the chargeback.

We have attempted to contact the customer to give her

return instructions, but have not been able to reach her. As a point of information, any refund made

on the customer’s account will have to be made to her card on file. To protect from fraud, we are unable to

refund to anything other than the card the purchase was made on. Even if the card is closed, the bank will

accept the refund and will send the customer a check.

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

Review: 60 day return w/payment of product & shipping both ways for NoNo hair remover. Within 60days I called to return the product because of problems I had with the devise, but the operator insisted that I receive a new part & start the 60 day process again. I reluctantly agreed as I realized it would be difficult to convince him otherwise. I then call again about 40 days later with the complaint that the device would not recharge. However, the operator, [redacted], informed me that I could not return the hair remover until I had used the device for at least 45 days & said I could not return it yet. My contention was that, in fact I had already had it for 100 days & did not want to keep it & would not change my mind in 5 days. I then tried to return the device a few weeks later & was told that I had waited too long to return the device. Thank youDesired Settlement: I would like for this company to honor their guarantee & return my money, postage both ways included.

Business

Response:

Dear

We are writing concerning the customer's complaint because she would like to return her no!no! device. Due to the escalation, her account has been reviewed.

The customer placed the order on June **, 2013, online and was given our 60 day Money Back Guarantee (MBG) when she placed her 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 refund return shipping both ways and refund the product price. This information was also included on the packing slip when the customer received her package. For reference, I have attached a copy of a sample packing slip.

Our records indicate that the customer called in on August **, 2013, because her large tip was defective. The agent she spoke to reshipped the large tip and reset her MBG. The customer called in again on October **, 2013, because the unit was not holding a charge. She was offered a warranty exchange, but the customer decided that she just wanted to return. The agent told her we could not pay her return shipping until she had reached the 45 day mark, and the customer called in on her 40th day. The agent also told her that she had until October **, 2013, to call us and we would pay her return shipping. The customer agreed and said she would call back. The next time we received a phone call from the customer was November ** which was outside her MBG.

As a courtesy to the customer, we will allow her to return for a full refund and we will be happy to send her a return label so she can return her unit. 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, including shipping.

We appreciate the customer bringing this situation to our attention, as we are constantly reviewing our processes to ensure the highest quality customer service.

We sincerely apologize 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 requested a refund within the 60 day time frame which would give me a **0% refund. The product did not work for me. I have called getting advice for proper usage and it did not work for me. My computer was down due to floors being redone so I requested the return labels to be mailed. I received the return label, on the [redacted] of August, but I did not even open it and it got misplaced because our house was all torn up with the redoing of our floors.. I kept looking for it , but have not found it so I called back requesting a new label and they said that I missed the return window. I did not know that we only had ** days from receipt to return it. It was not made clear to me. I did not receive an email confirmation explaining the return policy. It is so easy to do that, but I did not receive it.Desired Settlement: I deserve a refund for this item. This item does not work for me even with proper usage. I requested the return during the 60 day window. The company said it was too late for a refund now , but at least you have a year warranty. Thanks a lot for something that does not even work for me. I paid for it with good intentions to keep, but I feel Radiancy did not have the same intentions about crediting buyers that are not satisfied with their product.

Business

Response:

Dear

We are writing in response to the customer's complaint, as she was not given another label to return her No!No! unit, when she lost the first label. Due to her complaint, the customer’s account has been reviewed.

The customer called in to return her No!No! and request a return label on August **. On September *, the customer called our customer service line again, because she had misplaced her return label. The customer was told she could not get another label because she had ** days from the day of receipt to return the unit to us. We sincerely apologize for this, as the agent did not realize he could have made an exception and send out a new label.

As a courtesy to the customer, we have refunded her account. A refund of $284.80 was processed on September **. It can take up to two billing cycles for the financial institution to post the refund to the customer’s account however. Additionally, the customer has been mailed another return label. Please ask the customer to place her No!No! in the mail at her convenience.

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,

Review: I purchased the NoNO Pro 5 from the website with additional tips for the device on Dec [redacted]. I wanted to return the item since it is ineffective and does not remove hair as advertised. I have an extremely busy life and I was working third shift. I was under the belief that the phone service was only available until 6pm which normally leaves me with no time to call and contact the company. They also have an email address that is available for customer service and you are supposed to return the device after 45 days and before 60 days. I contacted them via the customer service email [redacted] twice. Once in Jan and again in early march. I told them that I wanted to return the device and that I was unhappy with it. The second email I told them that I required an immediate response. I still did not recieve a response from them and I finally called today and they deniy haveing recieved any emails and they refuse to allow me to return the deivce for a refund even though I did contact them requesting the refund during their specified time period. They advertise a triple money back guarantee and all I want is the money I paid for the devise that I didn't even really use. I spoke with a [redacted] as well and recieved the same answer. I don't know what else to do, but I want a refund.Desired Settlement: All I want to do is be able to return the device and recieve a refund for the money spent on the item ($404.34)

Business

Response:

Dear Revdex.com,

We spoke to [redacted] on 4.**.14 and provided a return label and instructions to return her product. Upon arrival of her product at the warehouse, we will issue a full refund to her card on file.

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.

I am still waiting for them to send my shipping label so that I am able to return the item. However, they have told me that I am able to return it.

Thank you for ytour assistance.

Sincerely,

Review: I went online to the no no pro by radiance web site on [redacted] to purchase a no no pro 3 for the advertised price of $99. While purchasing the pro 3 for this price I was offered the opportunity to purchase the pro 5 at a discounted rate of $229 plus 14.95 shipping and handling. The total price I was given for this purchase was $348.21. This order was to include a $50 gift card to [redacted] a pro 3 and a pro 5. During the course of check out it stated that I would have to pay the shipping and handling 14.95 and then I would have 3 monthly payments of 103.31 for a total payment of $324.90. I purchased the products and the entire $348.21 was deducted from my bank account. I called to inquire why the total charge was taken at 1 time instead of the stated 3 payments. I got ext. [redacted] named [redacted]. He continued to try and selling the product to me while telling me that I would still be paying 3 payment and this payment paid the pro 5 in full and I would still be making 2 more payments of $103.31. No where was this stated and on my receipt it has my total of $348.21. This was and is complete false advertising as this was not stated anywhere in the process of purchase or even on my receipt. I also never received the $50 gift card.Desired Settlement: I feel that I have paid the full price for the products I purchased and am not going to pay any further payment on this. This company should also disclose the full price of the product and not falsely lead consumers into advertising 1/3rd of the complete charge.

Business

Response:

Dear We are in receipt of your inquiry and appreciate youreaching out directly to us to help resolve our mutual customer’s concern. We work very hard to make sure that our shopper’sexperience is a good one, and we appreciate any and all feedback. As a standard operating procedure, we conductan extensive review and quality assurance process prior to a website going“live.” We maintain this process in anon-going basis to ensure that the terms and conditions, as well as paymentplans, are clearly stated for the viewer. Our goal is to make sure that our visitors turn into well-informedbuyers. For your convenience, and so that you may have the sameexperience, we are providing you with a copy of screen shots that show you thecheckout process step by step. You willsee that the total due today is disclosed and the payment terms (if applicable)are also disclosed. Please note that thisinformation is provided on the same landing page, as the page that the creditcard information is entered. We do thisbecause we want our customers to see their full financial obligation at thetime (and preferably prior to) entering the credit/debit card information andproceeding with their order. Once the customer has entered payment information, andhas clicked through to complete their shopping experience, the website willshow that the order has been submitted, and the customer will receive an orderconfirmation email with complete details on how they can reach customerservice. The customer is told during the ordering process that herfirst payment for the Pro5 will be $103.31 and the total including shippingwill be $118.26. Additionally, when the customer placed the second order, itshows that the full price of the second unit, $229.95 will be charged the dayof the order. As a point of information, the customer placed her orderfor two Pro 5 units, however, her complaint says she purchased a Pro3 and a Pro5. The customer was charged 103.31 plus shippingof $14.95 plus the price of the second unit, 229.95 on 12/*/2014. Additionally, she will have 2 more paymentsof $103.31 and $103.33 charged every 30 days. The customer was sent a [redacted] Gift Card on December *,2014. This was sent to her email onfile. Please ask the customer to checkher junk and/or spam folder if she has not received this gift card. We sincerely apologize to the customer for anyinconvenience. We welcome any questionsthat he may have. Please feel free tocontact us at ###-###-####, Monday through Friday, between the hours of 6ato 6p (PST) for further assistance. Thank you, [redacted]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:

I never received the $50 gift card and I have checked my junk email several times. The response from Radiancy is wrong the 1st page had a big $99 next to that pink pro3. I have also attached the copy of my receipt at the time of purchase. If my receipt is reviewed it clearly states that I was to receive the pro3 and a discounted pro5 and my total charge was $348.21. I was never given any other total. This company has falsely advertise a price but then under handedly not honor it. Thanks[redacted]

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 rejection and wesincerely apologize to the customer for any inconvenience. A second [redacted] Gift Card was sent to the customer’s emailon file on December **. Please ask thecustomer to check her junk and/or spam folder if she has not received this giftcard. Included, for reference, is a copy of the charges thatare due from the customer so she can see the total that will be charged. The customer was charged $348.21 on December*, which includes the first payment for her No!No!, the full payment of the additional No!No! andthe shipping, followed by the last two payments of $103.31 and $103.33 for herfirst No!No! We were unable to review the receipt that the customersent. Please have her fax the receipt tous at [redacted] Please ask her toinclude her name and order #[redacted] on her fax. 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. Thank you, [redacted]Radiancy Team

Review: I purchased NONO from Radiancy and the product did not work. I tried to contact company so I could return product and was unable to make contact with customer service. After trying several times I finally got through to customer service and was told that I could not return or get my money back for this non working product.Desired Settlement: I would like to return this non working product and receive a full refund.

Business

Response:

Dear [redacted]:

We are writing in response to the customer’s request to return. We understand that the customer ordered the No!No! hair remover. We also understand that she tried to contact our customer service department to return and was unable to reach us.

The customer’s account has been reviewed. Her order was placed on August 19, 2012. We have no record of the customer trying to contact us to return until a chargeback was filed on the account on October 10, 2012. Our records indicate that on November 9, 2012, the chargeback was found in our favor. The customer called us to return on June 25, 2013, which was ten months after her order was placed and was told she could not return because she was outside of our 60 day Money Back Guarantee (MBG) at this point. Unfortunately, because of the age of the order, we are unable to review the sales call, but the 60 day MBG information was included on the packing slip when the customer received her order. For reference, I am included a copy of the packing slip.

As a courtesy to the customer, we will allow her to return for a full refund; however, since she is so far outside of our 60 day MBG, she must pay her shipping to return to us. Please have the customer call us at the number below for return instructions

We sincerely apologize to the customer 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 for further instructions so we can process her refund.

Thank you,

Radiancy Team

Review: I order a nono product on march [redacted] 2015 the order number is [redacted] and placed the order with [redacted], I PAID FOR THE PRODUCT AND UNTIL TODAY APRIL [redacted] 2015 I HAVE NOT RECEIVED ITDesired Settlement: I WANT TO RECEIVE THE PRODUCT

Business

Response:

Dear Weare writing concerning the customers complaint regarding a no!no! that he didnot receive. We sincerely apologize tothe customer for any inconvenience. Ourrecords indicate that the customer placed his order online on March **, 2015. However, the package was returned to us dueto an incorrect address. On March **,the customer contacted our customer service department and his address wasupdated. The customer was shipped a newunit on March **. Tracking shows that thisunit was delivered to him on April ** Additionally,the customer was reshipped a second unit on April *. For reference, I have included the trackinginformation for the product: Service: [redacted]

Tracking Number: [redacted] Pick-up Date:

[redacted] Scheduled Delivery Date: [redacted] Weight:

[redacted] US BILLING INFORMATION RECEIVED If thecustomer receives two units, please have him contact us so we can give himinstructions to return one unit. Wesincerely apologize to the customer for any inconvenience. If the customer does not receive thispackage, please have her contact her post office and then contact us at thenumber below. Please have the customercontact us at ###-###-####, Monday through Friday, between the hours of 6ato 6p (PST) or Saturday between the hours of 7am – 1pm (PST) for furtherassistance. ThankYou,

[redacted]RadiancyTeam

Consumer

Response:

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

Sincerely,

Review: I purchase a NONO from Radiancy and within hours of purchasing my wife informed me that she had a product that does the same thing.

With in hours of purchasing I re-called Radiancy to cancel the order and was told that the order was not listed in your order database, and to call and cancel the order the following day.

I telephone the following morning, as was told that the order had already shipped. I was told to return the shipment when it arrived.

When the package arrived, there was nothing on the package to indicate that it was the NO!NO!. My wife purchases a lot of items from [redacted] and [redacted],

so we had no way of knowing it was from Radiancy. The amount I am requesting is a refund for return postage $9.64 sent by USPS.

I was told to request a refund for shipping and send receipt for shipping and a letter asking for a refund and to fax number ###-###-####, I faxed over 100 times and could

not get a connection the line was busy past 9PM on 6/**.

I contacted customer support again and given another fax number. ###-###-#### there is a problem with this fax number and the call would not complete.

I contacted your customer support again after the second number did not work and was told that we would not get a refund for return postage

since we did not keep the product for at least 45 days. We didn’t want the product in the first place and tried to cancel the order since my wife

already had a similar product as explained in the beginning of this letter.Desired Settlement: I would a refund of all shipping charges both send and returning the product. I would like this refund to our credit card used to pay for the product.

Customer service never explained on my first call that they would not refund the postage or that we had to keep it for 45 days to qualify. I find

it an insult to not only not refund the return shipping fees, but to also deduct the cost of shipping from the original amount for a product we

tried to cancel the order on before it shipped, and don't not think this was our fault in the first place.

Business

Response:

Dear

We are writing concerning the customer's refund request. We understand that the customer was promised

a full refund for his purchase if he faxed in his receipt for return shipping,

but was unable to fax the receipt to us.

We sincerely apologize to the customer for any inconvenience.

The customer’s package was received in our warehouse on June **,

2014. Refunds were processed for $289.95 on June ** and $12.95 on June

**. Additionally, we received the

customer’s receipt for return shipping and $9.64 was refunded on June **. 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,

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.

Sincerely,

Review: I purchased online because the company wrote on the website if returned 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. I purchased online one complete kit at the regular price and other kit for discounted price, which added to $539.90. I never received any return sticker with the order and returned the completed purchase through UPS, still have receipt and tag from UPS with the weight and size of box the company used to send the two kits in. I read the companys email wrong describing what was received and immediately attempted to call customer service since mid January, which was the time for me to review the bank statement for the month before. I noticed the company only refunded 229.95 by 12/**/2014 and surprise because usually it takes a few more weeks for a company to refund money.

Product_Or_Service: December **, 2014

Order_Number: [redacted]Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I kept the receipt and copy of postage sticker with the weight of entire package from UPS. By the way, I placed a paged the kits came with and wrote two kits were included in the box with return number as instructed.I am willing to send the company a copy of the receipt and record from UPS. I would like the rest of the refund for returning the entire order (2 complete sets) and there was no return postage slip with the order so, I paid the postage to return two kits.

Business

Response:

Dear

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,

Business

Response:

Dear

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 **, 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 [redacted], 2013, a refund

of $229.95 was processed to the card on file. Additionally, on March **, 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

###-###-####, 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,

Consumer

Response:

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

Sincerely,

Review: I purchased the NoNO hair removal in August, before I made the purchase I had asked how long or how many times each tip lasted. I was told 6 months to a year. I had purchaed another hair removal system that I was not happy with and shared that at that time. she gave me all the negative to that unit and perseaded to say lets get you a nono sent out. Because I hadn't returned the first one yet I wanted to wait until I received the refund from the other unit from another company. She told me she would make it easy on me and set up pymnts.After 20 min of hearing her positive anout nono I figured I had nothing to loss. I agreed because she made NONO sound so wonderful after 3 wks my tips were not working so I called the company and shared that if I was needing to replace blades this often I wated a refund. This gentlemen proceded to tell me how much he loves nono and that he has been using it on his face and had his first tip for 6 months he asked me to please give it another try and he would set the starting date back as if I just purchased it. asked to please give it another try. I trusted what he said and once again 3 wks my blades went bad again. 2 sets of tips were sent to me both doing the same thing I was told if it happened again they would have me sent the machine back and they would replace the devise. it again only allowed me to use it 5 times and the blade goes bad. so today I finally got someone to answer after trying for 3 wks I was told they have been there the whole time and basiclly said I was lying, wow by now I'm about nerved out. I was told I was behind pymnt and there is no such deal as to get the unit replaced because I'm past the dates. oh but they could sent me blades which was way over my budget if I have to replace the blades eveery 6 wks. today I was told to fix my credit with them and I can order blades, I had no idea I was behind. I called my credit card company to see what was charged and asked what would have caused the charge to stop she had no idea because we never stopped this card. I have not seen hair diapear as they said would happen. I have been put through the mill and refuse to bring this bill up to date with them. instead of them asking me to trust them they need to part with me and refund the money sent so far.sent me a return slip and take back this NONO unit. I was told I was there only complaint I find that hard to beleive.Desired Settlement: Refund

Business

Response:

Dear Weare writing concerning the customer's complaint. We understand the customerwould like a refund for her unit, but is in collections. Due to the escalation, the account has beenreviewed. Thecustomer’s order was placed on August *, 2014. On September ** and November *, the customer called in and said that hertips were not working. During each callit was decided that the customer was using the unit correctly and she was senttips free of charge. Additionally,during the November * call, the customer was told, that if her tips continuedto burn out, to call us and we would send her a warranty exchange. OnDecember **, 2014, the customer’s account went into collections for $173.97 dueto an expired credit card. Our recordsshow that the card expired on September **, 2014. Weare unable to offer the customer a refund because she is outside of the 60 Day MoneyBack Guarantee (MBG). Under theGuarantee, 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. Thecustomers MBG ended on October **, 2014. Wewill be happy to send the customer a warranty exchange, but she will have topay her debt owed first. Please have hercontact us at the number below to pay this debt. 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,

Review: When I ordered the product my account was debited immediately. When I returned the product, per their instructions, I was credited the shipping but not the purchase price of the product. When I called they said that could take up to 28 days. This is most unacceptable. I was credited the shipping on 5/**/14 and as of today 5/**/14 have not been credited the main charge of over $200.00. I feel this is a fraudulant way of retaining money in hopes the consumer will not keep following up to get their full refund.

Product_Or_Service: No NoDesired Settlement: DesiredSettlementID: Refund

I just want what I paid returned to my account immediately.

Business

Response:

Dear

We are writing in response to the customer’s complaint

stating that she has not received her refund.

We sincerely apologize to the customer for any inconvenience.

The customer placed an order for two No!No! units on

April *, 2014, and was charged $326.54. The

customer agreed to three payments of $96.65 for the first unit. One payment of $96.65 was charged the day of

the call. She was also charged $214.95

for the second unit which had to be paid in full at the time she placed the

order, as well as a shipping fee of $14.95.

On April **, she called our customer service department

to return one unit. The returned unit

was received in our warehouse on May *. Since she had already paid $326.54, the system

refunded $21.64 so the customer paid in full for the unit she kept and the remaining

payments were canceled.

The second unit was received in the warehouse on May

**. The customer’s refund of $304.90 was

processed on May **, 2014, to the card on file.

To assist in locating the refund, the Transaction ID is [redacted] and the Settlement Date and Time are **-May-2014 22:19:40

EDT. Please have the customer give this

information to the bank in order to locate it.

Additionally, we reached out to the customer on July *

regarding this and a voice message was left for her. 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,

Review: I paid 359.90 I contacted them and told them it does not work and they said they would send me a shipping label by email when I didn't get that I called again and they said said they would send it to me at my home address & they didn't do that. They advertise on TV & on internet free shipping to send back. I have called 4 times & still nothing I want to return it with the free shipping and to get my $359.00 backDesired Settlement: To get my $359.00 back with free shipping

Business

Response:

Dear

We are writing concerning the customer's complaint. We understand that the customer was eligible for a return label, but hasn’t received it.

Her account has been reviewed. The customer called our customer service line on September ** to return. She was given a Return Merchandise Authorization (RMA) number and was told a return label would be emailed to her. The customer called back in on September ** and had not received her label. The agent she spoke to told her to check her junk or spam email and said it takes 24-48 hours for the label to be sent. According to our records, we never heard back from the customer.

If the customer has received this return label, please have her return the unit to us using the label. However, if the customer has not received the label, please ask her to mail the package back to us and fax the receipt to us for return shipping. Once we receive the receipt, we will be happy to refund her return shipping. Please ask the customer to send the label to the following number:

###-###-####

Attn: [redacted]

Customers Full Name

Customers address

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

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: after trying to cancel the order it went through any way with no authorization then I returned the product unopened they then told me I only returned one not the whole package witch was two units they still refused to refund my money so I sent in a fax with the weight numbers from ups still waiting for my money back I spoke with two supervisors a lot of representatives who hung up on me left me on hold refused to put me on with supervisors I just want my entire refund not less than have they have given me 199.00 when the total is 468.85

[redacted]Desired Settlement: DesiredSettlementID: Refund

want all my money back except shipping and for you to be able to cancel transaction online properly refund 468.85

Business

Response:

Dear

We are writing concerning the customer's request for a

full refund. We understand that the

customer placed an order for two units and when she returned the units to us,

we only logged a return for one unit.

We sincerely apologize for any inconvenience this may have caused.

The customer’s order was placed online on July **,

2013. On August *, she called our

customer service department and received instructions to return. On August **, the warehouse received her

returned package; however, the warehouse only returned one unit in error. The customer’s refund of $199.00 was

processed on August ** for this unit.

On August **, we received a fax from the customer showing

the weight of her returned package as 3lbs, 9.3oz. Based on this documentation, on August **, we

refunded the customer for the remaining $269.85.

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.

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

Review: I purchased a No!No! and I have scars on the lower part of my face. I submitted photos to them via email after the rude response I received from the customer service representative I spoke with this morning. The representative wanted to argue with me because I was asking about getting an RMA # so that I could return the No!No! that I just received on Friday due to the scars, the representative told me that I shouldn't have scars I should just have cat scratches. He refused to assist with getting an RMA # after several times of asking, when asking to speak with a supervisor he said he was busy and transfered me to his voicemail. I left a voicemail this morning but no one has returned my call. I emailed them because I am within my time for the warranty to be return and get my money back, yet after sending pictures, I received a general response informing me that I needed to call the same number in which I had called earlier today. Product_Or_Service: NoNo 8800 Red Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund I want the refund of my money back to my credit card, I would like an RMA # to return the product, and $50 to buy cream to treat the scars on my face.

Business

Response:

Dear

We are writing concerning the customer's complaint and we sincerely apologize to the customer for any inconvenience. We are constantly reviewing our processes to be able to continually provide a high quality of customer service and appreciate the customer bringing situations like this to our attention.

The customer called in on July ** and was given a return label to return her unit. The label was sent to the customers email address on file. If the customer does not receive the label, please ask her to check her junk/spam folder. If she is not able to locate the label, please have her call us. As soon as we receive the unit in our warehouse, we will process the refund for the customer.

Additionally, we understand that the customer has requested $50 to pay for creams to treat the scars on her face. [redacted], from our team, reached out to the customer at an earlier time to try to resolve this and was asked to call back at a later time. As of now, we have not heard back from the customer.

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) further instructions so we can process her refund.

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:

I received a phone call on last week from [redacted], who called me on July **th at 8:42am, I asked if she could call me back in 1 hour because I asleep and I work nights. She never returned my called. On July **th I called in to try to get a RMA # to return the product again since I realized that [redacted] would not return my phone call as she stated when I spoke with her. The representative I spoke with informed me that she would send me the information via email within 24-48 hours, I did received an email on Friday at 2:04pm. I have printed the information out and placed everything in the box to be mailed out today. If it was [redacted]'s intentions to resolve this matter, I would've expected a phone call back as she stated that she would do or an email from her stating that she did try to reach me and for me to call her back. Yet no response, I feel as though this issue has not yet been resolved.

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

Sincerely,

Business

Response:

Dear

, 2013. On July **, 2013, a refund of $269.85 was processed to her 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.

We have been unable to reach the customer by phone. As a courtesy to the customer, we have sent free of charge, two products from our skin care line: Neova DNA Total Repair and Neova Silc Sheer, SPF 45. 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