RenuvaDerm

To whom it may concern, Thank you for mediating this consumer complaint from our customer: Ms *** M ***, ID:***Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriouslyBefore customers commit to our day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxesPlease see the following check-out page for more information: https://www.renuvadermskin.comAccording to Ms ***, her original shipment was not received until after the day trial period, however, the tracking information provided by the official USPS indicates that the shipment was received within days of the original order date of 6/2/You may be able to confirm the tracking details at the official USPS website at www.USPS.com, with the original tracking number ***Furthermore we did not receive any correspondence regarding any issues with their original shipment.We include our customer service information within the contents of every package, which is also listed on the product itselfAdditionally, we send out an email confirming the customers order which also includes our direct customer service line which operates days a week.??Ms *** was issued a full refund on the latest charges since we offer a day return, and also did not require Ms *** to return the productHowever, in an effort to resolve the matter, we will be issuing a total refund in the amount of $as requestedThe refund will take to business days for the funds to reflect within their account.Please relay this message to our customer, and feel free to let us know if you should have any questions.Sincerely,RenuvaDerm Skin CareCustomer [email protected]

To whom it may concern, Thank you for mediating this consumer complaint from our customer: Ms *** *** ***, ID: ***Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriouslyBefore customers commit to our day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxesPlease see the following check-out page for more information: https://www.renuvadermskin.com?According to the tracking information provided by USPS, we sent the shipment the following day as expected, however the shipment was delayed through it's transition due to an automated forwarding that was placed on the addressYou may be able to verify this information by going to the official USPS website at www.USPS.com with tracking number #***. ?Unfortunately since Ms *** did not contact our offices regarding the issue with the shipment, the charges incurred within her account prior to when the product was receivedWe understand that Ms *** is not satisfied and and thus we will be issuing a total refund for the remainder of the charges that incurred after the trial period in the amount of $as of todayPlease allow to business days for the funds to reflect within their account.Please relay this message to our customer, and feel free to let us know if you should have any questions.Sincerely,RenuvaDerm Skin CareCustomer [email protected]

we have reviewed the case and in an effort to resolve this request have refunded the customer in fullshould the customer have any other needs please contact us at ***@renuvadermskin.com for immediate assistance

To whom it may concern, Thank you for mediating this consumer complaint from our customer: Ms *** ***, ID:***Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriouslyBefore customers commit to our day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxesPlease see the following check-out page for more information: https://www.renuvadermskin.comAccording to our records, Ms *** contacted our offices requesting their cancellation, however, we offered an incentive to discount their account and extend their trial period to a later dateThe offer was accepted and Ms *** was advised to contact us before the new trial end period, should she decide against continuing with the product.We have thousands of customers who use our product daily and very rarely does our product ever cause a detrimental reactionHowever, certain skin tones may be more sensitive to the active ingredients within our product, which in case you should seek a physician's consultation prior to the use of any over the counter treatmentsirritation is a common side effect of overuse which we would suggest reducing application, however, we would advise customer to discontinue use if the product would cause a rash.We feel for Ms ***'s concerns and would like to come to a resolution by issuing the refund in the requested amount of $as of todayThe refund will take to business days to post within their account. Please relay this message to our customer, and feel free to let us know if you should have any questions.Sincerely,RenuvaDerm Skin CareCustomer [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I have already received the amounts mentioned on the business' responseThank you very muchI am sure that your actions as an intermediary lead the way to a positive and prompt solution to this issue.
*** ***

To whom it may concern, Thank you for mediating this consumer complaint from our customer: Ms *** *** , ID: ***Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriouslyBefore customers commit to our day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxesPlease see the following check-out page for more information: https://www.renuvadermskin.comWe feel for our customer concerns, however, upon reviewing Ms ***'s account, her earliest contact with our company was made after her trial had recently expired, to which the charges were already posted within her accountThe additional shipment Ms *** was requesting to cancel has yet to be created within our systems.?We have thousands of customers who use our product daily and very rarely does our product ever cause a detrimental reaction. Our customer service is trained to offer appropriate suggestions regarding proper application of the product, since a common side effect of overuse can lead to irritation and redness of the skin. Ms *** was offered incentives which included a free of charge voucher on her account and an extension which was accepted and was advised to contact us within her extension if she no longer wished to continueHowever, in an effort to come to a resolution and to completely satisfy our customer, we will be issuing a full refund on the charges as requested in the amount of $This should reflect on their account within business days.?As for our customer service phone numbers, we have two separate lines to make it easier for the customers navigate since not all of our customers purchase both of our productsPlease relay this message to our customer and feel free to let us know if you have any other questions or concerns.??Sincerely,RenuvaDerm Skin CareCustomer [email protected]

To whom it may concern,Thank you for mediating this consumer complaint from our customer: Ms *** ***, ID:*** Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriouslyBefore customers commit to our day free
trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxesPlease see the following check-out page for more information: https://www.renuvadermskin.comThe complaint states that there was issues locating our contact information, however, our customer service information is included within every package, which is also listed on the product itself, and within the invoice that is emailed when customer initially orders the productMs *** also mentioned that there weren't any directions provided, but the information is also included on the product label as well.?Our customer service is trained to offer suggestions and incentives for customer who may be interest in proceeding with our productUltimately, Ms *** denied all other options and accepted a partial refund for the current chargesHowever, in an effort to resolve the issue, we will be issuing a full refund in the total amount of $305.68 that incurred after their initial shipment chargesThe amount will take to business days to reflect within their account.Please relay this message to our customer, and feel free to let us know if you should have any questions.Sincerely,RenuvaDerm Skin CareCustomer [email protected]

To whom it may concern,Thank you for mediating this consumer complaint from our customer: Ms *** K ***, ID: ***Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriouslyBefore customers commit to our day free trial, our
customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxesPlease see the following check-out page for more information: https://www.renuvadermskin.com?According to Ms *** account, the only contact that we received from her was through an email that we received on 9/11/We issued a cancellation to her subscription to avoid any additional charges or shipments, and advised her to contact our offices directly so we could address the issue with the charges that incurred on her accountOur terms explain that in order to return the product, you would need to contact our offices directly in order to receive a return authorization number (RMA)As of 9/21/2015, we have not received any direct contact to our offices from Ms ***. ??Considering the current circumstances, we would like to come to a resolution regarding the complaint and issue a total refund in the requested amount of $as of todayThe refund will take to business days to reflect within the accountAs for the shipment, please keep the product as complimentary to avoid having to pay for the postage costs. Please relay this message to our customer, and feel free to let us know if you should have any questions.Sincerely,RenuvaDerm Skin CareCustomer [email protected]

To whom it may concern,??Thank you for mediating this consumer complaint from our customer: *** R *** ID:***Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriouslyBefore customers commit to our day free trial, our
customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxesPlease see the following check-out page for more information: https://www.renuvadermskin.com/We had previously refunded Mr*** ?in the expected amount of $on 5/20/2015, however, after further investigation, we have discovered that our attempts to electronically refund Mr*** had failedTherefore we will be issuing a check in the total amount of $94.57, which will take up to weeks for approval and deliveryPlease feel free to contact us if you should have any further questions or concerns.??Sincerely,RenuvaDerm Skin CareCustomer [email protected]

customer service issued a 50% refund for both charges and upon receipt of Revdex.com complaint we refunded the other halfthis is what the customer requestedplease close case

To whom it may concern, Thank you for mediating this consumer complaint from our customer: Ms *** ***, ID:***Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriouslyBefore customers commit to our day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxesPlease see the following check-out page for more information: https://www.renuvadermskin.com?We understand our customer's concerns, however, at this time, Ms *** has specified that a dispute has been placed for the charge, and thus we are unable to provide a refund at this timeHer credit card company will determine the legitimacy of the claim and will be able provide any refunds as necessary.?Please relay this message to our customer, and feel free to let us know if you should have any questions.Sincerely,RenuvaDerm Skin CareCustomer [email protected]

To whom it may concern, Thank you for mediating this consumer complaint from our customer: *** R *** ID:***Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriouslyBefore customers commit to our day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxesPlease see the following check-out page for more information: https://www.renuvadermskin.com/We had previously refunded Mr*** ?in the expected amount of $on 5/20/2015, however, after further investigation, we have discovered that our attempts to electronically refund Mr*** had failedTherefore we will be issuing a check in the total amount of $94.57, which will take up to weeks for approval and deliveryPlease feel free to contact us if you should have any further questions or concerns.??Sincerely,RenuvaDerm Skin CareCustomer [email protected]

customer signed up for a day trial per the terms on the website she agreed to ***
We do retain a day money back guarantee, and did refund the customer according to the terms In light of this complaint, we have also refunded the restocking
fee
thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowResponse embedded:
Customer signed up for our day trials of reuvaderm skin and eye via our website. renuvadermskin.com and renuvadermeye.com respectivelyAs you can see, both sites fully disclosure all terms and conditions twice, with the customer opting in by selecting the check box agreeing to the terms of the offer.
the customer was shipped a new monthly product of each since signing up on 3/26/we have checked all order notes and all customer service incoming call history and the only contact from this customer was on 2/1/At that point we stopped the subscription per the customer' request. We have proof of these incoming recordsMY WIFE CALLED TO STOP IT IN MAY THEY OBVIOUSLY IGNORED THIS REQUEST AND MORE PRODUCT CAMENOT TRUE IN AUGUST MY WIFE CALLED AND GOT AN ADDRESS TO RETURN SOME PRODUCT AND CANCEL THE SUBSCRIPTIONTHERE WAS NO CREDIT FOR THE RETURN AND THEY KEPT SHIPPING PRODUCT AND CHARGING FOR IT.
Regardless, we retain a day money back guarantee . In light of this situation, we will refund the two most recent charges per that guarantee even though it is outside of that day window and the customer will not be asked to pay for shipping nor return those products. Additionally, we will go above and beyond our guarantee and refund the two charges prior to that. In summary, we will provide total refunds, charges for January and DecemberWE WILL TAKE THESE CREDITS BUT WE WANT MOREWE WILL ONLY BE HAPPY WITH CREDITS IN TOTALWe maintain our position that we cancelled when contacted by this customer.
NOT TRUEWe take great pride in customer satisfaction and always uphold the terms of the offer. We recomend that customers read carefully before entering in the program if they do not like the timely delivery of our quality product monthly as many of happy customers do
CREDITS TO OUR CARD AND WE WILL FEEL SOMEWHAT SATISFIED.
*** ***

We have refunded the charges in question,
if the consumer has any more discrepancies we suggest they call us, even with the bank on the line so that we can resolve the request The supporting information was not sent in the consumer's Revdex.com responseThis makes it difficult for us to resolve the customer's concern, and this is our goal of taking the time to address these concernsplease call so that we can be on the same page and work towards a quick resolution of the customer's needs
Regards

our terms are clearly stated on ***
on 2/customer called and spoke to an agent and the provided her with a return number (RMA) and advised where to send the products back for a full refund as we do offer a day money back gaurantee as of 3/we
have NOT received the bottles back
As a one off exception to resolve this complaint we have refunded the most recent charges in fullthanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThank you for your response. I am attaching a letter from my credit union to clarify the situation. I tried to dispute this charge with ***, but as the attached letter explained that could not occur because Renuvaderm refused to provide any information on how to return the productPlease re-contact Renuvaderm and request a refundThank you.
Attached Letter
September 4, Subject: *** *** *** ***'s response to Renuvaderm
Dear Renuvaderm,
This letter is in response to the Revdex.com complaint, ***, our member, *** ***,filed conceming a charge for $that your company withdrew from her account on6/8/In the letter Renuvaderm refuses to refund Mrs***'s account stating:"we understand our customer's concerns, however, at this time, Ms *** hasmentioned that they have attempted to dispute the charge, and thus, we are unable toprovide a refund in the amount of $as requestedTheir credit card company willdetermine the legitimacy of the claim and be able provide any refunds as necessary."I would like to clarify *** *** *** ***'s position on the dispute that Mrs.*** attempted to fileWe did not file a dispute with *** for this charge becauseRenuvadem has refused to accept a returnMrs*** has contacted the companycountless times since early June in an attempt to uncover how to return this unwanteditemAccording to her, Renuvaderm has refused to provide her with a return code,instructions on how to return the item, or accept the returnUnless the item is returned*** *** *** *** has no recourse to dispute this charge with ***Because ofthis the dispute has never been filedPlease contact me with any questions*** ***
Member Services Representative II
Phone: ***
***

To whom it may concern, Thank you for mediating this consumer complaint from our customer: Ms *** M ***, ID: ***Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriouslyBefore customers commit to our day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxesPlease see the following check-out page for more information: https://www.renuvadermskin.com??We understand our customers concerns, however, there seems to be some irregularity with the information regarding their complaintThe earliest contact that we had received from Ms *** was 7/13/which was after the latest shipment had already been created within their account as per terms of the agreementHowever, in an effort to resolve the issue, we will be issuing a refund on all the charges that incurred after their trial period had expired in a total amount of $368.08. This amount should reflect in their bank statement within business days.?Please feel free to let us know if you should have any questions.??Sincerely,RenuvaDerm Skin CareCustomer [email protected]

To whom it may concern,Thank you for mediating this consumer complaint from our customer: Ms *** ***, ID: ***Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriouslyBefore customers commit to our day free trial,
our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxesPlease see the following check-out page for more information: https://www.renuvadermskin.com??Ms ***'s complaint? states that her earliest contact with our company was on 8/3/2015, however, our records indicate that her earliest contact with our offices was on 8/25/The Latest shipment had already been created within our systems as of 8/19/and had already reached it's destination on 8/24/Ms *** was offered suggestions and incentives in order to proceed with our product but, ultimately denied all options and we issued her cancellation as requested on the 25th.??Nevertheless, we feel for Ms ***'s concerns and would like to come to a resolutionWe will be issuing a refund on the latest shipment in the amount of $in order to resolve the matterThe refund will take to business days to reflect within their account. Please relay this message to our customer, and feel free to let us know if you should have any questions.Sincerely,RenuvaDerm Skin CareCustomer [email protected]

To *** ***: Thank you for mediating this consumer complaint from our customer, complaint ID: ***Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriouslyBefore customers commit to our day free trial, our customers
have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxesPlease see the following check-out page for more information: https://renuvadermeye.comAccording to our records, customer ordered our products (the Renuvaderm eye cream and the Renuvaderm skin cream) on a day trial basis back on 06/30/and paid the shipping and handling fees of $and $Her trial expired on 07/14/2015, and due to the fact she did not contact us to cancel her trial, she was subsequently charged on 07/14/for the amounts of $and $and her autoship program took effect. Customer finally contacted our Customer Service on 09/04/and asked to cancel her subscriptionShe accepted a 75% discount on all future shipments and also requested for her account to be put on hold until 11/29/So, her autoship started again on 11/30/and more products were shipped out to her at a discounted price of $and $22.37.We feel for our customer concerns and do apologize for the inconvenience, thus will be providing full refunds for the products that were returned to sender for the amounts of $and $Also her account is now permanently cancelledRefunds should reflect on customer’s account within to business days.Please relay this information to our customer, and feel free to let us know if you should have any further questions.**
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