Regal Cigs

Hi [redacted] - thanks for sending this again, I don't see it in my spam or inbox. I took a look at the notes on this account. Customer returned the items and was refunded less the restocking fee on 5/17. I went ahead and refunded the restocking fee on one order, but can't on the other since she filed a...

chargeback on that one. Once a chargeback as been filed, the bank determines if she is due a refund, not us.Please let me know if you need anything further.[redacted][email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
Since my initial complaint another charge of $119.95 has been charged to my account.  I have never received any product from this 
company, however, I did receive the amount of $59.97 which is not satisfactory to me.  I trust that my issue will be resolved with an immediate response from the company.
Regards,
[redacted]

Dear [redacted]
 
Please review the attached document.  The credit card we have on file expired in May of 2014 and that is why your subscription has been disabled.  If you rejoin our subscription we will not charge you a higher price.  Please contact us at [email protected] or call us at 1-888-822-5977 if you want to renew your subscription by updating your credit card information.
 
Sincerely,
 
Regal Cigs

Dear Mr. [redacted],
 
The phone number ###-###-#### is also the correct number to contact us and it is in service.  We also have no indication of you contacting us beforehand to receive an  RMA numbervfor proper return procedure.  No refund has been issued because...

we have not received the returned product.  While we will still process and refund the returned product, should we receive it, we cannot issue a refund for a product that has not yet been received.  When we receive the returned product we will issue a full refund of $119.95.  We also can issue an early refund if you are able to provide a valid tracking number proving that the order has been returned back to us.  Until then, we unfortunately cannot issue a refund for the starter kit.  Your account has been canceled and you will no longer be billed nor shipped anything further.
 
Sincerely,
 
Regal Cigs

In response to your inquiry, I will respond to the concerns that [redacted] expressed regarding case ID# [redacted]
 
• Ms. [redacted] was seen hour office on June 2. 2014 and alginate impressions were taken to fabricate a maxillary tru-taine...

retainer. She returned on June 5, 2014 to have the retainer inserted and instruction were given on usage.
The charge for the retainer and models was $85.00 (which to this date has not been received.)
• When fabricating a tru-taine retainer, most times the models fracture upon separation and the models are disposed of, which was the case for [redacted] s models.
• [redacted] contacted us via phone on November 10.2014 and said she had lost her retainer and wanted a new one fabricated. She was informed that we would require new impressions to make the models to fabricate a new retainer, 
since her models from June were disposed of due to fracture of teeth on the model.
• There is never an additional charge for models (impressions) for a new retainer, only the $85.00 replacement fee.
• We would be glad to take new impressions, and fabricate a new retainer for [redacted] at her convenience for the $85.00 replacement fee.
If you have any further questions, please feel free to contact me at [redacted] or email [redacted]
Sincerely,
[redacted]

Dear [redacted],
I apologize for the confusion.  The $119.95 is the initial charge for the starter kit after the...

14 day trial expired and the $93.91 charge is for the automatic monthly refills shipped every 30 days after you have been billed for the starter kit.
Just for clarification, this charge was generated based on the Terms and Conditions on the checkout page where you inputted your credit card information.
"Terms & Conditions: If you select the 14 day trial you agree to pay just shipping and handling. For your convenience, we will automatically enroll you in our Regal Refill Plan, and you will receive a monthly supply of cartomizers for just $59.95 plus $9.95 for S&H, a savings of over 50% on traditional cigarettes! If you decide to keep the starter kit and do not cancel before the 14-day trial expires your card will be charged $119.95 for the starter kit, which will include a one month supply of cartomizers. A restocking fee may apply on returns. If you are not 100% satisfied, cancel at any time!"
You can view the terms and conditions by clicking on the link below.
[redacted]
You can return both the starter kit and refills for a total refund of $209.90.  An RMA number has been issued to you for both the starter kit and refills and return instructions have been sent to you via separate email.  The 20% restocking fee has also been waived and you will not be charged anything upon receipt of the returned products.
I have taken you off the Automatic Monthly Refills Subscription and you will no longer be shipped nor billed for anything further. If you need products in the future, please visit www.regalcigs.com.
Please feel free to email us at [redacted] or call us at [redacted] if you have any questions on return procedure or need assistance with anything else.
Sincerely,
Regal Cigs

Dear [redacted],
I see you recently spoke to customer service and agreed to return the starter kit back to us.  Please...

write the RMA number [see below] clearly on the outside of the package and return the product to
 
Regal Cigs Returns
[redacted]
RMA Number:  [redacted]
Unfortunately we do not cover the cost to return the product nor do we provide prepaid postage labels.  I apologize for any inconvenience.  We will send you a confirmation email shortly after we have received the returned product and you will be refunded shortly after the return has been processed.
Please feel free to call us at [redacted] or email us at [redacted] if there is anything else we can further assist you with.
Sincerely,
Regal Cigs

Dear [redacted],
 
I have issued you an RMA number for all three shipments of refills.  Return instructions will be sent to you via separate email.  I have waived the 20% restocking for the most recent shipment of refills; however, you will still have to pay a 20%...

restocking fee for the first two shipments.  In total, you will be issued a refund of $207.87 should you return all shipments of refills.  You will be refunded shortly after we receive the returned shipments.
 
Please feel free to email us at [email protected] or call us at 1888-822-5977 if you have any questions regarding return procedure and we will gladly assist you.
 
Sincerely,
 
Regal Cigs

Dear [redacted],
I apologize for the confusion.  The $119.95 charge is the initial, one-time charge for the starter kit you ordered for $4.95 shipping after the 14 day trial expired.
Just for clarification, this charge was generated based on the Terms and...

Conditions on the checkout page where you inputted your credit card information.
"Terms & Conditions: If you select the 14 day trial you agree to pay just shipping and handling. For your convenience, we will automatically enroll you in our Regal Refill Plan, and you will receive a monthly supply of cartomizers (two packs of refills containing five each, ten cartomizers total) for just $89.95 plus $4.95 for S&H, a savings of over 50% on traditional cigarettes! If you decide to keep the starter kit and do not cancel before the 14-day trial expires your card will be charged $119.95 for the starter kit. A restocking fee may apply on returns. If you are not 100% satisfied, cancel at any time!"
You can view the terms and conditions by clicking on the link below.
https://www.tryregalcigs.com/term.html
If you want to be refunded for the starter kit you will need to return it.  I have issued you an RMA number and return instructions have been sent to via separate email.  We will send you a confirmation email once we receive the returned product.  The 20% restocking fee has also been waived and you will be issued a full refund of $119.95 after we receive the returned product.  The $1.99 insurance fee has also been refunded as of now.  The only charge we cannot refund is the $4.95 shipping fee.
Please feel free to contact us at [email protected] or call us at 1-888-822-5977 if there is anything else you need and we will gladly assist you.
Sincerely,
Regal Cigs

Hi - thanks for following up, I didn't get your previous email or it's stuck in spam. 
12.8000001907349px; font-family: ver[redacted], sans-serif;">
I took a look at the customers account, it shows the ecig starter kit was ordered on 3/9/15. Then starting on 4/24, she was shipped refills per the terms and conditions on the checkout page where she input her credit card info state that:
"Terms & Conditions: If you select the 14 day trial you agree to pay just shipping and handling. For your convenience, we will automatically enroll you in our Regal Refill Plan, and you will receive a monthly supply of cartomizers for just $59.95 plus $9.95 for S&H, a savings of over 50% on traditional cigarettes! If you decide to keep the starter kit and do not cancel before the 14-day trial expires your card will be charged $119.95 for the starter kit, which will include a one month supply of cartomizers. A restocking fee may apply on returns. If you are not 100% satisfied, cancel at any time!"She did call our call center on 6/9/15 - here are the notes regarding two separate calls that day:
06/09/2015 09:33am - wanted refund, agreed to keep, has too much only wanted for smoking in her car, refunded 50% to keep, [redacted]P
06/09/2015 09:20am - offered saves which were declined. cxld. -T. [redacted]
06/09/2015 09:20am - cci to cxl / get refund on recent. probed / cst has no interest in quitting smoking. just using because she doesnt like the smell of smoke in the car. -T. [redacted]
Based on this, it looks like she was able to reach us using our toll free number and agreed to keep the ecigs for 50% off. 
On 6/17 we received a chargeback from her bank disputing the charge on 5/25. We have no further records of correspondance nor was she charged again after the call she made to us on 6/9.
At this time, we are unable to issue a refund for the charge in question. She was issued a partial refund of $44.97 on 6/9, but since she filed a chargeback, it is now up to her bank to determine if any further refund is due. She has not returned the products either. 
I hope this answers all your questions and clarifies things.Please notify me directly by email if I can be of any further assistance.
Thank You,[redacted][email protected]

Dear [redacted],
We've reviewed your account and noticed that an error had occurred in reshipping your order.  We apologize for the inconvenience and we have gone ahead and and issued you a full refund of $119.95.  Please allow 3-5 days for the refund to show up on your account.
Your account has been canceled and you will no longer be shipped nor billed anything further. If you need products in the future, please visit [redacted].
Sincerely,
Regal Cigs

Dear [redacted],
Thank you for returning the product back to us.  We will send you a confirmation email once we receive the returned product.  You will be refunded shortly after the return has been processed.
You will also need to return the starter kit...

back to us if you want to be refunded for the $119.95 charge.  I have issued you an RMA number for the starter kit and return instructions have been sent to you via email.  You will be refunded shortly after the return has been processed.
Please feel free to email us at [redacted].com or call us at 1-[redacted] if you have any question on return procedure or need assistance with anything else.
Sincerely,
Regal Cigs

Dear [redacted],
Unfortunately we cannot issue a refund for the starter kit because the charge...

for the starter kit was disputed on June 9th.  Disputing a charge essentially freezes your account and gives your bank the decision whether you should be refunded or not.  Unfortunately there is nothing further we can do.  Your account has been canceled and you will no longer be billed nor shipped anything further.
Sincerely,
Regal Cigs

Dear [redacted],
I...

apologize for any confusion.  This is the charge for the 20% restocking fee as per the terms and conditions.  We enforce a restocking fee on all returned products as per the terms and conditions.  You can view our terms and conditions by clicking on the link below (the information on the restocking fee is in the third paragraph).
https://www.regalcigs.com/terms-conditions
As a gesture of good faith I have gone ahead and refunded the 20% restocking fee of $23.99.  Please allow 3-5 days for the refund to show up on your account.
Sincerely,
Regal Cigs

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response from Regal is unacceptable. They are not taking responsibility for the "glitch" in their system that automatically canceled my account on July 15 and then raising the prices 33% if I wanted to continue to receive my auto shipments. This is clearly a scam and an unethical business tactic. I want a refund for the starter kit that is now useless to me since I refuse to do business with an unethical company. It is deplorable that this company has to sink so low to make money. I am appalled at the way they do business and expect a resolve which includes a full refund and an apology which is sincere and expresses responsibility for their actions.
Regards,
[redacted]

Dear [redacted]
 
$59.95 has already been refunded back to you for the starter kit as of February 18th, 2014.  If you want to be refunded for the remaining  $60.00 for the starter kit you will need to return it.  I have issued you an RMA number for the...

starter kit and return instructions have been sent to you via separate email.  We will send you a confirmation email when we receive the returned shipment and you will be refunded shortly after the return has been processed.
 
Sincerely,
 
Regal Cigs

Dear [redacted],
We do not advertise the 14 Day Trial Starter Kit for $1.00 shipping.  I have gone into your account and refunded both the $3.96 shipping fee and the $1.99 insurance fee.  In total, $5.95 has been refunded back to you.  Please allow 3-5 business days...

for the refund to show up on your account.
Sincerely,
Regal Cigs

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The response did not address my concerns at all. My primary concern is that I am being charged a 20% restocking fee for a starter pack that I was never informed would cost $120.00 after 15 days. I have emailed Regal the screen shots of my purchase and the only $120 charge that is mentioned is for a refill pack of 10 cartridges to be shipped out after 15 days if not cancelled before then. There is no mention of a 20% restocking fee or a return required for the starter pack. Again, this was sold to me as a free gift for completing an online survey, all I had to do was complete the survey and pay shipping and handling charges.  The response from Regal repeated some information "that I provided" as if they were telling me something that I didn't already know. I know I paid $7.94 total for shipping, and I know I have only been charged one fee of $119.95, "I" mentioned that in the beginning! But Regal is trying to charge me a 20% restocking fee for both starter packs and saying that the starter packs cost $119.95. And again this was supposed to be a GIFT for completing the survey. And since I am returning them, it doesn't make ANY difference whether I was only charged the $119.95 ONCE or TWICE because Regal is wanting to charge me 20% for both of the starter packs WHICH WERE SOLD TO ME AS FREE GIFTS and were NEVER stated as costing $119.95.      REGAL, REVIEW THE SCREEN SHOTS!!!!
Regards,
[redacted]

Dear [redacted],
Unfortunately we cannot issue you a refund for a couple of reasons.
1.  You are outside of the 30 day money back guarantee.  You were charged for the starter kit 105 days ago on September 3rd, 2014.
2.  The product was never...

returned back to us.
3.  The primary reason we cannot issue you a refund is because you disputed the charge with your bank.  When you dispute a charge with your bank, it essentially freezes your account and gives up our right to refund you.  It is then your bank's decision whether you should or should not be refunded.
I apologize, but there is nothing more we can do.  Your account has been cancelled and you will no longer be billed nor shipped anything further.
Sincerely,
Regal Cigs

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[When I noticed a charge of $119.95 made 3/09/15 on my bank card, I contacted my bank and opened a "Unauthorized charge DISPUTE, case # [redacted]". (Attached file- Original activity 3/09/15)
On 3/11/15 my bank issued  a temporary credit for $119.95  while they did an investigation (Attached file- Bank...activity 3/11/15). 
As part of the dispute resolution process, Regal submitted a response. Their response included a copy of the receipt dated 2/23/15 for $3.96 when I purchased the STARTER KIT showing by purchasing this kit, I agree to a membership and authorize Regal to charge $119.95 for the kit and additional refills.
After reviewing the documentation submitted by Regal in their dispute response, Bank of America ruled in Regal's favor, Citing they could not find any wrong doing by Regal. They closed the case and issued a credit to Regal on 5/22/15 for $119.95 (Attached file- bank...activity 5/22/15) 
My bank advised me to return the item and request a refund from the merchant (Regal). Which I did.
There was not a "chargeback"as they stated in their response, being the reason they could not make a refund.  This was a dispute, done in accordance to the dispute resolution process written in the credit card agreement. Regal, being the winner of the dispute process, was awarded the  full payment of the Item. Regal has also acknowledge they have received the returned item. Sent back unused and unopened using RMA number: [redacted] (Attached file-Regal RMA Notification).
Regards,
[redacted]