Regal Cigs

Review: Ordered electronic cigarettes from RegalCigs around Jan. 1, 2014. They arrived around Jan. 7,2014. They did not work as they had a defective battery. I had tried to charge the battery several different times and it would not accept a charge.I emailed the company on Jan. 9, 2014 to advise them of the defective battery & asked them what I should do next. I received no reply from them and finally called them around Jan. 16, 2014. I talked to a rep who stated they were sending me a new battery and they were extending the trial period. I was told they sent the new battery on Jan. 13, 2014.I did not receive the new battery until around Jan. 19, 2014.Their original advertisement on the internet stated a 30 day trial period. Now they are telling me it was a 14 day trial. They have charged me $119.95 before the trial period ended. I wanted to return their product as it did not work for me. They refused to allow me to return it and refused to give me a refund. Their rep told me you now own it!They offered to send me different electronic cigarettes at a reduced price but I do not want any of their products at any price. The rep refused to let me talk to a manager. I expect a full refund and I will return their product.Desired Settlement: Full refund of $119.95 and I will return their product.

Business

Response:

Dear [redacted],

Review: Ck my bank acct & noticed [redacted] is attempting to debit my acct for $[redacted]. I have not authorized any debit from this company. And this is happening on Thanksgiving weekend, OH NO. Have tried to call the [redacted], recording says service is not available, have tried to reach by, [redacted], wants you to sign up for service. This IS NOT authorized. Please stop.Desired Settlement: If $[redacted] is taken out of my acct, I want it replaced, this was not authorized. I was out of town, came home & ck my acct, this is what I have going on. Plus it is long Thanksgiving weekend & can't reach my bank until 9am monday.

Business

Response:

Dear [redacted],

Review: The advertisement for their trial kit is LOUDLY $4.95!

Their terms and conditions are easily missed after an individual has entered all needed information including credit card. The terms and conditions

involve a $119.00 cost for the kit, and a MONTHLY commitment of refill cartridges costing around $60.00 plus $4.95 S/H.

I am not alone, I asked several colleagues to review it and they agreed that these additional costs need to be more obvious. I contacted the company to cancel my account. They will once I return the trial kit at my expense and I will be charged a 20%, $24.00 restocking fee!

I am normally very skeptical of adds such as this, they sure fooled me.

Hopefully consumers will be made aware of this dishonest advertisement.

BUYER BEWARE!Desired Settlement: Please find a way for them to state their terms and conditions in a more honest and upfront manner.

Business

Response:

Dear [redacted],

Review: Back in May or early June my husband did a survey on Craig's List and when he finished he was told he could pick a free gift. He chose the regal ecig. Then we recently noticed on our June and July bank statement 94.90 was taken on 06/28/14 and 07/29/14. We are not sure how they got our debit card information. We tried to contact the phone number listed on the bank statement and receive a message that states there is no account set up under this phone number and to enter your order number. Neither my husband or myself ordered anything from them. We both called from our cellphones and each received the same message. I did go onto the their website and I am unable to contact anyone through the website to attempt to cancel our order that we did not submit in the first place. I also wanted to attempt to get our money back since the withdrawls were unauthorized. Thank youDesired Settlement: full refund of $189.80

Business

Response:

Dear [redacted],

Review: I filled out a survey online, after it was submitted they offered 5 or 6 different items to have all you had to pay was shipping and handling fee. There was no mention about having 14 days to try product and you had to call and cancel the service. Nowhere was that mentioned any where. They kept sending these cartridges for their E-cigs. I didn't realize or know why they were sending these cartridges to me and also they were taking payments out from my debit card without my consent or authorization to the grand total of $374.65!! Their product is a bunch of crap, it doesn't work very well and it's sure not worth $119.95(starter kit) or their charges of $84.90 per month for the cartridges. I've called the company and they were willing to only take back the latest months cartridges, and charging me another $11.00for a restocking fee! the boxes of cartridges measure only 2in x 2 .5in.Desired Settlement: I will send all cartridges back to company and I want my money $374.65 returned to my account. Or a refund check for the total amount sent to me. Thank you

Business

Response:

Dear Val Foster,

Review: This company has set my products that I did not want or use. I have returned products to sender multiple times and there will not except the return. In order to return the items that I was not aware I had already paid for you need a 20 plus digit number. There is also the fact that you have to pay for return shipping and a 20% restocking fee. These are vary shady and predatory business practices. The person I finally got on the phone was vary rude and not helpful at all.Desired Settlement: I would Regal Cigs to except my two returns that they said are unacceptable do too the fact it has been more than thirty says. I already tried to return to sender twice and have had them sent back to me. I have no use for these product and would like my $175 back.

Business

Response:

Dear [redacted],

Review: I recently ordered through a pop up ad a trial of menthol flavored ecigs for shipping and handling charges of $4.95, and if I was not satisfied to notify them. I recieved my order and it was not the menthol, but classic tobacco regular flavor. I contacted them through email to let them know. I did not hear any thing from them, and considered the matter a scam. I recently seen a withdrawal of funds from my checking account for $119.95, nearly overdrawing account. I phoned only to be given the option of sending the package back, with me paying return shipping and pay a 20% restocking fee. So that would be paying shipping twice, and a $25.00 restocking fee for an order for something I did not order. I want my money back. This is clearly a bait and switch.Desired Settlement: I want a refund of my money

Business

Response:

Dear [redacted]

Review: I tried this product. And tried to contact them online to avoid fee of 119.95 on their website at the bottom of the page I tried to click on "contact us". Nothing happened. Initially thought it was my computer. Tried several other computers and mobile devices to no avail. Today I was charged 119.95 and know I may not be able to go to a family dinner in [redacted] because of this. Took a chance to Google their customer service. Rude lady told me that there was nothing that they could do except charge me the difference of a restocking fee. No restocking fee was ever mentioned. I was given a RMA # to return product today, however I am disabled and will need to arrange transportation. I can do it early tomorrow. Called back to get name of rep that I spoke with. Was told her name was Beth by rep named [redacted]. She told me that she would refund half in 3 to 5 business days and the difference upon receipt.Desired Settlement: A refund of 119.95 and shipping and handling fees of approximately 10.00 to return product.

Business

Response:

Dear [redacted],

Review: Terms and conditions not clearly disclosed,very deceptive advertising in an e-mail sent to me.

After realizing charges on my credit card were far more than the $4.95 I agreed to be charged ($119.95 to be exact) I made multiple attempts to contact company to clear this up and return their product to them to no avail, telephone calls went straight to message.Desired Settlement: Full refund of charges billed to my Credit Card $119.95 and $69.95 or

Issuance of a refund check if Credit Card Account is closed.

Company to cease and desist with unsolicited e-mails for their product.

Fully and clearly divulge "terms and Conditions" on their website.

Business

Response:

Dear Mr. [redacted],

Review: I ordered an Ecigarette product and find out through recheck of information that they will be charging me an additional 114.95 in another week or so and now they want to charge me a 23 dollar restocking fee for the product when their web page says it backs a money back guarantee. The customer service rep attempted to prevent me from returning the product through all kinds of discount offers and was very difficult to get her understand all I wanted was a RMA for the product, That turn din to her telling me the company is charging me a restocking fee. There is no disclaimer or notice in their advertisements about a restocking fee. There is nothing in this 30 day guarantee on their customer service web page about it. www.regalcigs.com/customer-serviceDesired Settlement: I want no further charges other than the 4.95 I initially paid to show on my account.

Business

Response:

Dear [redacted],

Review: While completing a purchase from a different website I received a notification saying that I had earned a free gift. It was my understanding that I was receiving a free gift from the website I was purchasing from. That was not the case. I was asked to ONLY pay $4.95 for shipping and handling. There was NO terms and conditions to read and NO fine print to read. FREE gift ONLY pay shipping and handling. THAT'S IT! Two weeks later get a call from my bank asking if I approved a transaction for $119.95. I did not. The money was then credited back to my account and I thought that was the end of it. However, after a few days I received a letter in the mail from my bank and Regal cigs showing me all the terms and conditions I agreed to. It was a free trial period for 14 days. These were NO WHERE to be found while I was ordering my FREE gift. And I would never order something for a trail period. Esp not for that price. I ordered these for my nephew who is trying to quit smoking. I am a single mother of three and this $119.95 has put a huge damper on mine and my children's already not great situation. I'm not asking for the $4.95 back for shipping, which was the only thing asked to pay, but I want then to own up and do the right thing by refunding my $119.95. Thanks [redacted]

Business

Response:

Dear [redacted],

Review: This was supposed to be a free sample of an electronic cigarette, except for the $4.95 for S&H. I have had problems in the past with other companies offering free products and then finding out that after a 2 week period if the product is not returned, my debit card is billed for a substantial amount. As a result, before placing this free order I searched the entire web-site for terms and conditions and found that it was truly a free sample in HOPES that I would like the product. Upon receiving the product, I read the brochure, (which also did not contain terms and conditions) but did say that it was not a stop smoking aid, which is what I was hoping for. And also emphasized that it is not for non-smokers. On the box it gave the web site www.regalcigs.com, and I looked for terms and conditions on this site. To my amazement they were planing on billing my debit card $119.00 for the free sampl if I didn't return it in 14 days from the day they shipped. I called the customer service # immediately, and the individual said on the phone that many people use it for a "stop smoking aid & I asked her if she had read the info shipped with the free sample and she said yes but continued to convinve me to keep the item. I had only 9 days to return before being charged the $119.00 and I am disabled with a limited income. THEY ARE CHARGING ME A 20% RESTOCKING FEE OF $119.00 THAT I NEVER SPENT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Then I was going to be charged $56 every month after that. I also read on the web site that there was an AZ address and a need for a return Authoization # or you would be charged the full amount. It took 15 minutes for this Customer Service individual to proivde me with an RMA# which had to be legible on the outside of the package, and she said that if I didn't put tracking on it and it somehow got lost I would also be responsible. That happened with a wrinkle cream 2 years back and was charged an exhorbitant amount even though I had an RMA # and returned it right away, they claimed they never got it and charged me. I sent it all back to them yesterday per their instructions, but informed them that I would be contacting the Revdex.com, as I was in Marketing before being disabled and consider this a scam and fraud!eDesired Settlement: Want them chastized for third party web-sites for ordering samples that have no terms and conditions. On their Official Web page they say they are not liable in their terms and conditions, and in my opinion this is FRAUD!

Want the restocking fee of $23 which is the 20% of $119.00

plus the $4.03 that I had to pay to send it back with tracking because the inferred tat they would loose it if it was not tracked and I would be charged the full price this month and each additional month. Wouldn't mind the $4.95 I paid originally too, but I chose to do that, thinking there was no sneeky terms and conditions as there were none on the ordering web site!

Business

Response:

Dear Ms. [redacted],

Review: Thru a promotion ordered Regal ecigs for $4.95 by CC nothing was stated on what the cost of refills would be. Was sent refill as auto and billed $119.95. Called to say I did not want 2nd refill, was told to late already shipped and to call after receiving for refund. Called and was told there would be a $17.95 restocking fee plus my shipping cost. I would then receive credit for the remainder in 30 to 45 days. Or I could receive $46.95 credit within 3 to 5 days. This is not a good return practice on a product.Desired Settlement: To receive full refund amount for returning product of two very small unopened packages of 2 3/4 inches by 2 inches by 1/2 inch.

Business

Response:

Dear [redacted],

Review: On 5/5/2014, I was surfing the www.qvc.com website and was offered to take a survey with several different rewards offered upon completion. I completed the survey and selected the Regal eCig cigarette kit as my reward. Today, my VISA debit card was charged $119.95 because they stated I had not returned the item within their 14 day grace period. Today is the 14th day. I did not receive the item until a week later. It was shipped from their warehouse at 405 W Fairmont Drive, Tempe, AZ 85282. My original order number is Order ID: 726106. Today (5/19/14), my VISA debit card was charged $119.95. I called Regal and was advised by a very snotty customer service representative that even if I were to return the kit, they would charge a 35 percent restocking fee. None of this information was stated in my order acknowledgement. This would make my return credit $77.96 I was further advised by customer service that the return had to be made PRIOR to the 14th day.

I called QVC (1-800-345-1515) and spoke with customer service. They advised me that more than likely their site had been hacked, as this is not a survey that they have authorized. They further advised that they NEVER ask for personal information because they already have it. They did state they will advise their IR department of the issue.

I have contacted my bank and filed a disputed charge report. I also cancelled my debit card and also filed for limited overdraft protection that will NOT cover any debit card charges from now foward.

If you will check you records, the reports from others that I have read indicate they were quoted a 20% restocking fee. Regal eCigs has an F rating with you people, indicating over 150 similar complaints. Regal also advised me that they would NOT send me a return authorization form via email, as they do not do business that way. Within 2 minutes of my hanging up, I had an email with the return authorization information.

Once I learned of the 20% restocking fee from the complaints on your website, I tried calling Regal again and was advised that their computers are down due to security updates and to call back. I have tried several times and still got the same recording.Desired Settlement: I am requesting a credit be issued to my VISA debit card for the entire amount that was charged, which is $119.95. The bank told me that the credit would automatically go into my checking account, even though the debit card has been cancelled.

Please advise me as to what action to take next. At this point, I am very hesitant to return the eCig kit unless I am guaranteed a full refund. I just don't trust these people with everything that has happened. I do not want to be out the money as well as the eCigarette kit.

Please let me know.

Since their shipping and return center is in Tempe, AZ, I am filing a complaint with the Arizona Revdex.com as well.

Thank You. [redacted]

Business

Response:

Dear [redacted]

Review: 5/17/13 placed order online for free trail for only $4.95 S&H. Received error message when placing order so called company. Agent said didn't know why error code but order went through (order # [redacted]; however, he said wanted to make sure I understood program. He went on to explain that 14 days after order I would be billed around $100. I told him the website did not say I would be billed anything other than $4.95 S&H;therefore, I asked him to cancel the order and he said he did. About hour later I received a confirmation e-mail and again called Regal cigs. Spoke to [redacted] who assured me the order was cancelled. 5/20/13 my bank account was debited $4.95 and $.04. 5/21/13 called Regal, Brianna, who told me the agent didn't cancel correctly and I will receive the product. She told me to refuse the package. She also told me they cannot credit the $4.95. I am really afraid they are going to also bill me the additional $100.Desired Settlement: I feel the S&H $4.95 and $.04 should be credited as I was told the order was cancelled. More importantly, I want to be sure I'm not billed anything additional.

Business

Response:

Dear Ms. [redacted],

Review: Supposed to be a $4.95 trial offer, turns out they charged me a $23.99 restocking fee for the product that I returned, unopened, to them. This is a scam reported on the internet to get you to commit to repeat purchases. All I wanted to do was try the product. I think they are taking advantage of senior citizens with this scam.Desired Settlement: Refund the $23.99 and destroy my credit card info

Business

Response:

Dear [redacted],

Review: After accepting an advertised trial product for 4.99 my credit card was billed for 119.95. When I complained to the customer service department I was told that I did not cancel before the end of the trial period. The terms and conditions were not properly represented when I originally accepted the trial offer. After explaining this over the phone with a customer service representative she continued to try and convince me to continue with the service. I told her that I was adamant and that I wanted my credit card refunded the 119.95 since there was no mention of it in the advertisement. After a lengthy conversation she finally agreed to the refund. to date my card has not been refunded the 119.95. My credit card company was also not successful in obtaining a refund.Desired Settlement: Refund in the amount of 119.95 to my credit card.

Business

Response:

Dear Mrs. [redacted],

Review: This company does not explain the terms of the product, they start with an initial 5.95 for a supposive "free starter kit" to help you quit smoking and then they charge $119. for the product. So I called and complained and then they gave me the run around on how I signed something that said it was ok to charge the money, I asked to be disassosciated with the company and product and that I wanted to return the product they claimed there was a restocking fee of $25 and I also had to pay to send back the item. One month later they charged my checking account another 69.90 for a refill that I never ordered. I was refunded my 69.90 and still was given the run around about returning the initial product. This is not how you do business.Desired Settlement: I would like my $119.00 refunded because I never authorized this company to take this amount from checking account. I will return the product and pay for the shipping but I do not beleive a 20% restocking fee is fair at all.

Business

Response:

Dear Ms. [redacted],

Review: I admit it, I made a mistake! I did not see the fine print where it states you must cancel within 14 days but nowhere did it state there would be a charge,let alone one for 119.95. I cancelled on 6/17/13. My 14 day grace period ended approximately 6/15/13. Although I admit to an over site on my behave, I feel this is unscropulis and borders on the unethical. Had you shown the charge of 119.95 I would have more diligent in cancelling prior to the cutoff. I will return the promotinal package upon reciept of an RMA.Desired Settlement: I feel I should recieve a refund. I will gladly return the product upon reciept of the RMA.

Business

Response:

Dear Mr. [redacted],

Review: Totally misrepresented transaction and deducted $119.95 from my account without my permission or knowledge. When I contacted them by phone twice it was to no avail. Too late I discover that this company has a long list of complaints filed against them but they continue the scam. I want my $119.95 returned and these crooks out of my life forever.Desired Settlement: Have had to change my bank numbers so want to be repaid by check in mail and these people out of my life forever.

Business

Response:

Dear Ms. [redacted]