RenuvaDerm

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.comAfter reviewing Ms [redacted]'s account, we did receive word from our customer in regards to their request to be refunded, which was fulfilled when we authorized the return, however, we had a technical difficulty within our systems which allowed the subscription to recur. We apologize for the inconvenience, therefore, will be issuing an immediate refund in the amount of $89.47 electronically and a check for the remaining charges that incurred past their original cancellation in the amount of $178.94. The electronic payment will take up to 7 business days to post within their account and the check could take up to 2 weeks to process and be received.??As for the shipment charges, the product was sent as requested by the customer which paid for the postage through USPS. We will not be able to refund these charges, however the customer may keep the product that was mistakenly sent to them as a courtesy from us. Please 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]

customer has been in contact with our customer service staff
charges have already been refunded.
thanks

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/
Our records indicate that Ms [redacted] was authorized to return the product back for the refund, which was also processed immediately when we received her request for a refund on 6/14/2015. However, we feel for Ms. [redacted]'s concerns as we strive to make sure that every one of our customers are fully satisfied. Therefore, we have processed a refund for the remainder of charges in the amount of $104.52. This amount should reflect within 3 to 5 business days on her account. Please Relay this message to our customer and feel free to let us know if you have any further questions.
Sincerely,
RenuvaDerm Skin Care
Customer Service
[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.comOnce a customer confirms there order through our systems, a confirmation is sent via email, which is not included within the contents of the package. Furthermore, the trial offer entails that a one month supply of the product will be provided within the original shipment.??We understand our customer's concerns, however, at this time, Ms [redacted] has mentioned that they have attempted to dispute the charge, and thus, we are unable to provide a refund in the amount of $94.57 as requested. Their credit card company will determine the legitimacy of the claim and 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]

Greetings,
The tems of our offer are clearly disclosed at Renuvadermskin.com  The customer agrees to the terms of the trial
offer by selecting the check box and entering their payment info.  We offer a 14 day trial with the option...

to
cancel anytime during that period to avoid membership enrollment/ charges.
However, we would refund this charge to resolve this complaint but customer has stated they have filed a dispute with the bank.  At that point, the bank withdrrwals the funds from us . In addition, the charges only incurred one time for each product ordered and on future billings have been cancelled. Unfortunately we will have to deal with the bank from this point on as the customer has involved them in the dispute process.
Thanks,
Customer Relations.

To whom it may...

concern,
Thank you for mediating this consumer complaint from our customer: [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
 
The customer contacted us regarding her dissatisfaction of the monthly charges that were made to her account and requested a refund.  As per our T&C, A customer may receive a refund on any shipment that is post dated within 30 days of it's original order date, so long as the product is returned to our facilities with an issued RMA. We understood the customers concerns, to which we refunded the most recent charges and allowed for the customer to keep the product to avoid the prolonged return process. Unsatisfied, Ms. [redacted] attempted to reach our offices once again to receive a refund on the remaining charges. Despite the terms of the agreement and in an effort to completely satisfy the customer, we issued a full refund on their account.
Please relay this message to our customer, and feel free to let us know if you .
Sincerely,
RenuvaDerm Skin Care
Customer Service
[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]
They also charged my credit card on January 15, 2015 according to my credit card company.  Chase Bank is also investigating these charges.  I spoke to their customer service person only once and he did not say that credit would be issued.  They are very sleazy and I have made a formal complaint to the Federal Trade Commission as to their false advertising.

Hi, I received a full refund from  Renuvaderm/Rejuvaderm. thank you so much for your help! [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.comAfter reviewing Ms [redacted]'s account, we did receive word from our customer in regards to their request to be refunded, which was fulfilled when we authorized the return, however, we had a technical difficulty within our systems which allowed the subscription to recur. We apologize for the inconvenience, therefore, will be issuing an immediate refund in the amount of $89.47 electronically and a check for the remaining charges that incurred past their original cancellation in the amount of $178.94. The electronic payment will take up to 7 business days to post within their account and the check could take up to 2 weeks to process and be received.??As for the shipment charges, the product was sent as requested by the customer which paid for the postage through USPS. We will not be able to refund these charges, however the customer may keep the product that was mistakenly sent to them as a courtesy from us. Please 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 ** A. [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.comOur terms clearly state that we will refund any auto shipments within a 30 day period, regardless if the product comes back tampered. However,? according to our records, Ms [redacted] contacted our offices stating that she had already filed a dispute for the charges that incurred and thus we were unable to authorize the return.?Ms [redacted] has disputed an amount that does not match our records. The underlying issue could be due to multiple accounts created for our trial of**r with separate credit cards, which is not permitted. However, the charges that are connected to available information within the complaint has been refunded by our customers credit card company and the chargeback processors. If there are additional charges that Ms [redacted], has not been refunded for, she would need to contact her credit card company to settle any further disputes.?Please relay this message to our customer, and **el 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Thank you for your response.  I am attaching a letter from my credit union to clarify the situation. I tried to dispute this charge with [redacted], but as the attached letter explained that could not occur because Renuvaderm refused to provide any information on how to return the product.Please re-contact Renuvaderm and request a refund. Thank you. Attached LetterSeptember 4, 2015Subject: [redacted]'s response to RenuvadermDear Renuvaderm,This letter is in response to the Revdex.com complaint, [redacted], our member, [redacted],filed conceming a charge for $94.57 that your company withdrew from her account on6/8/2015. In the letter Renuvaderm refuses to refund Mrs. [redacted]'s account stating:"we understand our customer's concerns, however, at this time, Ms [redacted] hasmentioned that they have attempted to dispute the charge, and thus, we are unable toprovide a refund in the amount of $94.57 as requested. Their credit card company willdetermine the legitimacy of the claim and be able provide any refunds as necessary."I would like to clarify [redacted]'s position on the dispute that Mrs.[redacted] attempted to file. We did not file a dispute with [redacted] for this charge becauseRenuvadem has refused to accept a return. Mrs. [redacted] has contacted the companycountless times since early June in an attempt to uncover how to return this unwanteditem. According to her, Renuvaderm has refused to provide her with a return code,instructions on how to return the item, or accept the return. Unless the item is returned[redacted] has no recourse to dispute this charge with [redacted]. Because ofthis the dispute has never been filed.Please contact me with any questions.[redacted]Member Services Representative IIPhone: [redacted]

Revdex.com:
I have reviewed the response and agree, however my card was charged twice and I only received credit for one bottle and only received one bottle of product which has been returned to the sender. What about the other charge to my card?
Regards,
[redacted]

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 CareCustomer [email protected]

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] R [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 our records, Ms [redacted] did in fact accept a hold on the their account until 9/13/2015 and we discounted their recurring recurring subscription. However, Ms [redacted] 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 [redacted] concerns and thus will be providing a refund for the remainder of the latest charges in the total amount of $16.11. This amount amount should reflect within 3 to 5 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 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.comWe feel for our customer concerns, however, upon reviewing Ms [redacted]'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 account. The additional shipment Ms [redacted] 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 suggesti...⇄ regarding proper application of the product, since a common side effect of overuse can lead to irritation and redness of the skin. Ms [redacted] 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 continue. However, 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 $184.04. This should reflect on their account within 7 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 products. Please 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 [redacted], ID: [redacted]Our company strives to make sure that our customers are 100% satisfied, so we take consumer complaints very seriously. Ms [redacted] contacted our customer on 7/09/2015...

requesting her cancellation, however, our representatives are trained to offer suggestions and certain incentives in order to incline particular clients that may be interested in proceeding with our product. Ultimately, Ms [redacted] declined all other options and we issued her cancellation as requested within the initial call.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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This will be resolved when I receive the refund. As of now, there has been no refund to my credit card account. I received emails from the company stating that there would be, but I have yet to see the actual money refunded.
Regards,
[redacted]

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.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]The bank has returned the money to my account but the business lied when they said that they did not hear from me in 
the time frame allowed.  Since the products were shipped from California to Ohio, I did not receive them for 7 days and 5 days after that, the company charged my credit card.  As soon as I saw the charge, I notified the bank of my dispute and called the company.  I spoke with a man named Joe and he told me that since I had filed a dispute with the bank, that the company would not help me.  However, the bank has returned the money to my account after hearing from the company.  I am not satisfied with this company because they could have informed me that there would be additional charges and they did not.
Thank you for your assistance in this matter.
Regards,e 
[redacted]
A

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 CareCustomer [email protected]