RenuvaDerm

To whom it may concern,Thank you for mediating this consumer complaint from our customer: Ms *** 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??According to our records, Ms *** did in fact accept a hold on the their account until 9/13/and we discounted their recurring recurring subscriptionHowever, Ms *** did not make any attempt to contact our offices prior to when the temporary hold had expired to which lead to the additional charges.??We feel for Ms *** concerns and thus will be providing a refund for the remainder of the latest charges in the total amount of $This amount amount should reflect within to business days on 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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{#HS:178933358-379866#}

To whom it may concern, Thank you for mediating this consumer complaint from our customer: Ms [redacted], ID: [redacted]Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes. Please see the following check-out page for more information: https://www.renuvadermskin.com??Ms [redacted]'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 8/25/2015. The Latest shipment had already been created within our systems as of 8/19/2015 and had already reached it's destination on 8/24/2015. Ms [redacted] 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 [redacted]'s concerns and would like to come to a resolution. We will be issuing a refund on the latest shipment in the amount of $94.57 in order to resolve the matter. The refund will take 3 to 5 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 [redacted] , ID: [redacted] Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial,...

our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes. Please see the following check-out page for more information: https://www.renuvadermskin.comMs [redacted] mentioned that they were unable to contact our company due to not being able to locate our contact information, however, with every shipment that we process, we include our customer service contact information which is also located on the product itself. Nevertheless, we feel for our customer concerns, to which we will be issuing a total refund in the amount of $189.14. This amount should reflect on their account within 7 business days. Please forward our our 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]

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.
Regards,
[redacted]

To whom it may concern, Thank you for mediating this consumer complaint from our customer: Ms [redacted], ID:[redacted] Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes. Please 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 product. Ms [redacted] 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 product. Ultimately, Ms [redacted] denied all other options and accepted a partial refund for the current charges. However, 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 charges. The amount will take 3 to 5 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 [redacted] M [redacted], ID:[redacted]Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our...

customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes. Please see the following check-out page for more information: https://www.renuvadermskin.comAccording to Ms [redacted], her original shipment was not received until after the 14 day trial period, however, the tracking information provided by the official USPS indicates that the shipment was received within 6 days of the original order date of 6/2/2015. You may be able to confirm the tracking details at the official USPS website at www.USPS.com, with the original tracking number [redacted]. 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 itself. Additionally, we send out an email confirming the customers order which also includes our direct customer service line which operates 7 days a week.??Ms [redacted] was issued a full refund on the latest charges since we offer a 30 day return, and also did not require Ms [redacted] to return the product. However, in an effort to resolve the matter, we will be issuing a total refund in the amount of $184.04 as requested. The refund will take 3 to 5 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]

customer called in with bank
we refunded both charges as we promised.
notes from customer service: 2/16/2015 03:55pm - Agent - cci with bank on line said they closed the dispute issued refund...

Revdex.com:
They are lying, there was NO Paperwork included in the shipment. They also never told me not to return the 2nd shipment, another lie. Please,  if you are unable to shut them down could you at least get them to change their policy on 14 days. That is too short a time frame if I am trying out a product to determine if I would like to continue using it.  Also there are delays in mail. For them to just plop $400.00 worth of charges on someone's credit card with 14 days is extreme (but this is what scam artists do).  Another thing that would be nice to see if this scamming company can not be shut down is for them to advertise the price of their product. Interestingly enough, I found this trial ad on [redacted], where I was searching for a new product to replace the one I love that is too expensive.  If you search [redacted] specifically for this product, it is being sold for less than the $84 and $95 that they charge customers caught in their deceitful scam ad.
 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I will wait for the refund.
 
Thank You for your assistance.
Regards,
[redacted]

To whom it may concern,Thank you for mediating this consumer complaint from our customer: Ms [redacted], ID: [redacted]Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our...

customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes. Please see the following check-out page for more information: https://www.renuvadermskin.comAccording to our records, the earliest and only contact Ms [redacted] made with our company was on 7/21/2015 to which the product had already been shipped. Once a package reaches transition, we unfortunately would not be able to stop shipment, however we did issue an immediate cancellation to Ms [redacted]s account.??We feel for Ms [redacted]'s concerns and would like to come to resolution by issuing a full refund on all of the charges that incurred past the original shipment, totaling in the amount of $552.12. The refund will take 3 to 5 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I would just like to say 'thank you' for your assistance in my complaint. I was afraid to post any additional replies until I receive proof of the refund which was claimed to be in process.  I did receive verification of the credit today so my matter is resolved successfully.  The treatment by this company is appalling.  To date, I still cannot locate where on their website they state the full price of their product.  None of the packaging stated anything regarding a price.  To know that they were willing to charge over three hundred dollars for a few ounces of a moisturizer cream is alarming at the very least.  I am confident I would not have received a refund of more than the $30.00 they had originally processed if it weren't for your agency...thank you so much for doing what you do.
Regards,
[redacted]

To whom it may concern,Thank you for mediating this consumer complaint from our customer: Ms [redacted], ID: [redacted]Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free...

trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes. Please 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 address. You may be able to verify this information by going to the official USPS website at www.USPS.com with tracking number #[redacted]. ?Unfortunately since Ms [redacted] did not contact our offices regarding the issue with the shipment, the charges incurred within her account prior to when the product was received. We understand that Ms [redacted] 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 $119.64 as of today. Please allow 3 to 5 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]

customer signed up for our 14 day trial @ www.renuvadermskin.com
per the terms of the offer agreed to, customer had 14 days from order date to call and cancel before being enrolled in our autoship program and being charged for the bottles sent.  Customer did not call resulting in...

the referenced charges.
However, in an effort to resolve this request we have refunded both charges in full.
thanks

customer signed up for our 14 day trial at [redacted]
12px;">after not hearing from the customer , they were enrolled in our autoship program per the terms they digitally agreed to.
when placing a dispute with the bank we have to deal with them as they draft the funds.  Customer didn't communicate anything to us about the return.  Instructions from the bank are not communicated to us.
Now that we know the scenario, we have refunded both charges in full to resolve the complaint.
Communication is key, and we rely on it to properly satisfy all customer requests 7 days a week, it is very important for us.

To Whom it may concernThis letter is in response to RE: Complaint ID# [redacted]/ [redacted]Mr. [redacted] signed up for our 14-day trial for two of our products. Our website states at the time of ordering the terms of the offer, which include a monthly auto ship of the products if not cancelled within...

the trial period. We have many customers who enjoy the timely, discrete delivery of our quality product to their door step monthly.Although we disclose the terms of the offer, we want to resolve the customer’s request under the circumstances they may have overlooked the terms of the offer. We have refunded the full amount on 02/17/2017, the customer will not receive any more products.We do not want any product returned, they are for the customer to keep and use if they so desire.ThanksCustomer Support Renuva Derm Skin

---------- Forwarded message ----------
12.8000001907349px; font-family: arial, sans-serif;">From: [redacted] <[redacted]>Date: Mon, Mar 9, 2015 at 12:47 PMSubject: ref # [redacted]To: [redacted]
 
[redacted]
 
complaint against renuvaderm
 
the company has refunded the money back to my credit card, thank you for your help with this matter.  They really should not be allowed to do business.

To whom it may concern, 
Since we've confirmed that the dispute has never been filed, our company has issued a refund in the requested amount of $94.57. Please allow 3 to 5 business days for reflect within their account and contact our offices should there be any further concerns.
Sincerely,
RenuvaDerm Skin Care
Customer Service
[email protected]

To whom it may concern,
The complaint has no information as to how we will be able to come to a resolution. Please provide us with more information so we may better assist in regards to the matter.
Sincerely,
RenuvaDerm Skin Care
Customer Service
[email protected]

Customer signed up for our 14 day trials of reuvaderm skin and eye via our website. renuvadermskin.com and renuvadermeye.com respectively.
As 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 3/26/15.
we have checked all order notes and all customer service incoming call history and the only contact from this customer was on 2/1/2016 ... At that point we stopped the subscription per the customer' request.  We have proof of these incoming records.
Regardless, we retain a 30 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 30 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 4 total refunds, charges for January and December.We maintain our position that we cancelled when contacted by this customer. We 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
thanks
Customer Service.

To whom it may concern,Thank you for mediating this consumer complaint from our customer: Ms [redacted] K [redacted], ID: [redacted]Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers have to affirm and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes. Please see the following check-out page for more information: https://www.renuvadermskin.com?According to Ms [redacted] account, the only contact that we received from her was through an email that we received on 9/11/2015. 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 account. Our 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 [redacted]. ??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 $184.04 as of today. The refund will take 3 to 5 business days to reflect within the account. As 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]