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.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]

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 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]

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.com??We understand our customers concerns, however, there seems to be some irregularity with the information regarding their complaint. The earliest contact that we had received from Ms [redacted] was 7/13/2015 which was after the latest shipment had already been created within their account as per terms of the agreement. However, 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 7 business days.?Please 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.
[The bank simply called on my behalf to get a refund as the scam of renuvaderm said they needed to deal with my bank. I returned the product within the 30 days and still have not received a refund. It states in the terms of the trial if you return the product within 30 days even if the product is used the customer will get a full refund. I returned the product within 10 days of receiving the face cream and called for a refund. I was refused a refund and that is when the bank called on my behalf. Renuvaderm is not following the terms and conditions of their  advertisement and when customer service was confronted by my bank with their terms and conditions renuvaderm hung up on the Banker. They tried to deduct more money from my account even after I canceled. All of the above has been documented with my Bank. Renuvaderm is a scam. I work in the media industry and know a lot of influential people. I will give renuvaderm 7 days from February 7 to send a refund check in the amount  $184.04. If my refund is not received I will use my connections and nationally go public with this scam. I do not want this to happen to other innocent people.
Regards,
[redacted]

Review: Company advertised free sample with just a postage and handling fee which they removed from my credit card on 7/18. Renewant[redacted] NV 1.95 & hyi[redacted] 5.96 for a total $7.92.

This part is fine. Then on 8/01 unauthorized charges of the same two products the first one was 94.57 and the second was 89.49. The product arrived at my door between 8/24 and 8/29 as I was out of town. I called the 855 342-3337 requesting to return the product in exchanged for the charges to be removed from my account. I was informed by [redacted] that all sales were final. She informed me that this was ordered in June which it wasn't. I have the following email:

Order Number: [redacted] Ordered on 07/18/2015 09:58am

Dear [redacted],

We are pleased to inform you that one or more of your items has shipped. Please see the details of the shipment below. You can track your shipment at www.usps.com (Please allow 24-48 hours for status of shipment to update)

If you feel you've received this message in error please contact our customer service team

Ship to [redacted]

United States

Carrier Name UPS Mail Innovations

Tracking Number [redacted]..3

Bill to [redacted] United States

I pointed out that it wasn't even enough time to try the product out. [redacted] argued and stated it was ordered in June and all sales were final.

I had to argue with the lady to cancel the product and no more charges on my credit card. My wish is to return the unused second product and have the 08/01/2015 charges removed from my credit card. There was deception in advertising the trial product and a week passes and they are charging an unauthorized amount of $184.00 to my card.Desired Settlement: I wish to return the product and have my credit card be credited $184.00.

Business

Response:

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]

Consumer

Response:

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,

Business

Response:

To whom it may concern,

Review: I ordered these products based on its advertisement and trial offer. I received it on 6/9/2015. I started using the product on 6/10/2015 and by 6/15/2015 I had dark itchy patches under my eyes and other facial areas were red and irritated. I stopped using the product and by 6/17/2015 my face started clearing up and the dark spots under my eyes stopped itching and by 6/19/2015 the dark spots cleared. I called RenuvaDerm and explained that I wanted to cancel the order and stop all charges to my account, as per the advertising I had 10 days to try the product, I was told they cannot cancel my order, I need to alter how I use the product and call back at a later time. While they offered to give me a gift certificate, this is not what a customer should have to encounter. I asked that no charges be made to my account, and that all future orders be cancelled. In addition, I offered to return the unused product, as I cannot and will not use it. I was told they will not except the returned product, and that I needed to try it along with a Vitamin C product that they were sending, and that I needed to call back in 60 days to let them know if I still wanted to cancel my account. Yes I want to cancel, the reason for my call, and I refused to have additional charges to my account. This company never tells you the price of the order, only the trials, and their customer service personnel are designed to talk all over you. They pretend to be to separate businesses, and actually have two different numbers: 888-[redacted] and 855-[redacted], however in calling, the individuals answering the telephone give the exact same response, forget the name they gave you for the 888 number it was [redacted] and for the 855 number it was [redacted], but when I questioned [redacted] and said "what is your name again?", she hesitated until I said "[redacted], right?". The response was "Yes that is correct". This company appears to be fraudulent.Desired Settlement: This company needs to refund any charges that have been made to my account except for the initial trial charge of $5.95. All additional charges must be refunded immediately. Additionally RenuvaDerm should note the exact charges of their products instead of masking the information via a trial order. If a customer wants to cancel, let the customer cancel and move on, that has been my experience with other reputable businesses.

Business

Response:

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 suggestions 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]

Review: A couple of weeks ago I ordered a free trial for Renuvaderm skin and eye crme where shipping and handling of $5.95 and $4.95 was required. Today my checking account was charged $94.57 & $89.47. I found an 800 number on line ([redacted] and talked with a gentleman who explained that by ordering the trial, I agreed to monthly charges for the product. This I did not do. He stated that it was in the "fine print, very fine print." I stated that I did not agree to have my checking account automatically charged. He stated that I did and this would continue unless I pay for the product at a 25% reduction. I stated, "No, refund my account the full price." He put me on hold and then stated he could offer my a 50% reduction. I again stated, "No, refund my account the full price." He stated he would not do this, but would put "my account on hold until the product if returned and received at the warehouse." He said "then 2 - 3 weeks later, a refund will be made for the entire purchase minus $6 per bottle for restocking fee." I again stated that this was not okay as I did not agree to purchase anything, but merely requested a free sample. I restated that I did not agree to a monthly purchase and requested that my credit card information be deleted and no further products be sent to me. He stated, "I cannot do this until the un-used product is received at the warehouse."If Renuvaderm desires to have monthly prescribers, then this should be stated clearly! I feel like I have been robbed.Thank you for looking into this matter and protecting others from ill treatment.Desired Settlement: Yes, I would like my account to be credited the full amount of $94.57 & $89.47; my credit card information deleted from Renuvaderm; no further contact from Renuvaderm; and their false advertising to be stopped.

Business

Response:

customer signed up for our

14 day trial via our website and did not call us before the trial period ended

to withdrawal, hence the charges per the terms of the offer that they agreed to

by entering payment info and agreeing to our terms on our website.

However,

in an effort to resolve this request we have refunded both charges in full.

Review: When I purchased RenuvaDerm Skin Creme and RenuvaDerm Eye Cream for $4.95 and $5.95 I did not see anywhere that it was a reoccurring order nor that these two products would be charged automatically to my account after 14 days for $89.47 and $94.57! When I called customer service to return the products less than 19 days after receiving them, they said that I could not, even though I had adverse reactions to the products. Customer Service only offered me a 50% refund and cancelled the reoccurring order. No where on my receipt of these products did it state that it was a reoccurring order or that I only had 14 days to cancel it before they would charge me the $89.47 and $94.57 for products I had already purchased! I still have the receipt issued through the internet order with the company.Desired Settlement: I want the $89.47 and $94.57 refunded to my credit card. I already paid for the stated price of the products.

Business

Response:

customer signed up for our 14 day trial @ www.renuvadermskin.com

Review: I ordered a sample of skin and eye cream by phone.on 4/28/2015. The package contained what I considered two full size containers that I did not order, a USPS tracking sheet with a city name and zip but no street address and an ad for the product with a phone number, but no receipt. Because of my mother's death I was not able to try the product until a month later.

I tried the products for a short time and did not like them. Before I could contact the company to get an address to return the product, I noticed a new charge on my Visa for $94.57 on 6/8/15. My [redacted] statement of 6/30/2015 included this charge.

I contacted the credit union that issues the credit card to dispute the charge. They asked me to call the company first. I called Renuvaderm three times to try to return the products and get the charge removed. Each time I talked to someone with a very heavy accent who was barely understandable. Each person refused to let me talk to a supervisor and refused to give any information on returning the product or getting a refund. They insisted that I had agreed to a 14-day trial and was charged full price when I did not call withn that time, I had not agreed to a trial period and there was no mention of a 14-day trial in the package.Desired Settlement: I am requesting a complete refund of the $94.57 to my Visa.

Business

Response:

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]

Consumer

Response:

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]

Business

Response:

To whom it may concern,

Review: I initially signed up for a trial version of their product, Renuva Derm skin treatment. Without it being clearly communicated to me, I was charged monthly fees for the trial as follows.

4-20-2015, $94.57

3-24-2015, $89.47

3-10-2015, $94.57

I called to cancel the product once I learned I was being charged for a "trial" and sent the last product received back within the designated time frame for a full refund.

As of today, they continuously tell me they credited my account at [redacted] $94.57 but it has not been according to bank personnal. They gave me transaction id number [redacted]Desired Settlement: I want my FULL REFUND being that I sent the product back within the 30 days allocated.

The FED EX tracking number is [redacted].

Business

Response:

To whom it may concern,??Thank you for mediating this consumer complaint from our customer: [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/We had previously refunded Mr. [redacted] ?in the expected amount of $94.57 on 5/20/2015, however, after further investigation, we have discovered that our attempts to electronically refund Mr. [redacted] had failed. Therefore we will be issuing a check in the total amount of $94.57, which will take up to 2 weeks for approval and delivery. Please feel free to contact us if you should have any further questions or concerns.??Sincerely,RenuvaDerm Skin CareCustomer [email protected]

Review: I purchased what I thought was a trial size for $4.95. The company then auto-debited my bank account for another $94.57. I called to dispute, and said I wanted to send the product back.They said they would not take it back, and offered me a discount. I said I already paid $4.95, and that was all I was willing to pay. It is a skincare product, and in no way is it worth $94.57!!Desired Settlement: I want my $94.57 refunded to me.

Business

Response:

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?We understand our customer's concerns, however, at this time, Ms [redacted] has specified that a dispute has been placed for the charge, and thus we are unable to provide a refund at this time. Her 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]

Review: I ordered a trial size of RenuvaDerm Skin Serum for just a shipping charge (about $10.00). absolutely no where did the ad say you will continue to receive this product every month. There was also no paperwork included with the shipment. I noticed that about 1 month after I initially received the sample product my debit card was charged $94.00 for the product. I have been trying to contact this company but was unable to find a phone number or any other contact information. today, 6/20/15 I received another bottle (I have not opened the box but there appears to be no paperwork in this box either) and noticed my account was charged another $94.00.Desired Settlement: I want no more bottles of this garbage from this company and I want a full refund of $188.00 for both charges. I never agreed to further shipments and this was just for a sample bottle.

Business

Response:

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]

Review: Tired to cancel the order 3 times (87/31 8/3 and 8/25) and was argued with and met with resistance. It is my choice to cancel anything I chose. Don't argue with the customer. They kept putting me on hold and trying to sell me more and when I asked for a manager they wouldn't put one on the phone. I was sent another order even after requesting cancellation within the correct time frame.Desired Settlement: I want my order cancelled and refunded.

Business

Response:

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]

Consumer

Response:

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,

Review: [redacted]2

RenuvaDerm Serum PO BOX 25380 Santa Ana, Ca 92799-5380

Renuvaderm Merchants,

| called to cancel this serum in the fall. The person I was talking with practically refused to cancel and insisted I call back in 90 days. I insisted she CANCEL the order. I thought you had cancelled sending these to me. Then I received one serum, and now another. I am sending them back to you and want you to take the charges off of my card.

HEAR ME CLEARLY - DO NOT EVER SEND MEANOTHER ONE OF YOUR PRODUCTS!!! D? ??????RG? ?? ??????? ???????

If you fail to do this the Revdex.com, which I have CC’d on this letter, will be advised. I expect a resolution immediately upon receipt of this letter.

I am irritated with you and your company. I expect you to do the right thing.Desired Settlement: see Attached document

Business

Response:

To [redacted]: Thank you for mediating this consumer complaint from our customer, complaint 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://renuvadermeye.comAccording to our records, customer ordered our products (the Renuvaderm eye cream and the Renuvaderm skin cream) on a 14 day trial basis back on 06/30/2015 and paid the shipping and handling fees of $4.95 and $5.95. 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 07/14/2015 for the amounts of $94.57 and $89.47 and her autoship program took effect. Customer finally contacted our Customer Service on 09/04/2015 and asked to cancel her subscription. She accepted a 75% discount on all future shipments and also requested for her account to be put on hold until 11/29/2016. So, her autoship started again on 11/30/2015 and more products were shipped out to her at a discounted price of $23.64 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 $22.37 and $23.64. Also her account is now permanently cancelled. Refunds should reflect on customer’s account within 3 to 5 business days.Please relay this information to our customer, and feel free to let us know if you should have any further questions.**

Review: I had ordered and received the initial product, skin serum and eye cream. After trying the product and receiving a second automatic shipment, I was not satisfied with the product nor the price. I called in July to cancel any further shipments. I was hassled about continuing the product at a discounted price. I told the representative that I did not want the product. I received a shipment today 09/21/15, without any invoice. I called 855-342-3337 to ask why I had received the product when I cancelled it months ago. A supervisor, [redacted], told me I had agreed to put a 2 month hold on the shipment to receive a 65%discount. I told him I did not think I had agreed to that at all. I wanted to send the product that I had received on 09/21/15 back for a full refund. He said he could not do that but would credit me a 75% refund and would cancel my account. I feel I should never have received nor be charged for this last shipment. I am afraid that this company will send me another shipment and continue to charge me. I do not think I should be charged anything for a product I did not order.Desired Settlement: Full refund and assurance I will not receive any more shipments of charges from this company.

Business

Response:

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]

Review: Advertised as a free trial. Charged my credit card 95.47 and 89.47 for product. The credit card provided was to be for shipping only.Desired Settlement: Charges made 12/19/2014 to credit card removed and credit issued.

Business

Response:

customer has been in contact with our customer service staffcharges have already been refunded.

Review: I have read many of the same complaints on your website..so here it is same as many others. This company (renuvaderm) offers a free sample of their product for the cost of shipping. I ordered the Serum and the eye cream. Next thing I know I have 2 charges of $94.57 and 2 charges of $89.47, that is almost $400.00 in a month.

First I called my credit card and they connected to the company who told me that I needed to respond to them within 14 days of the trial period, otherwise they send out another and you get charged .

The product did not arrive within 14 days and inside the package was no paperwork whatsoever..no phone number no address. Next thing I know another box arrives, I opened the box because I had no way of knowing what was in the box. I immediately taped up the box took to post office and returned. Because the box had been opened I had to pay for return shipping. I told the PO I opened because there was no indication as to what this box contained. PO stated that's how people get you to pay shipping.

They refunded the 2nd order but will not refund the original $184.04. Please this is a money scam. I have a favorite serum and I can not afford it and it isn't even half this much. I am struggling financially. Please helpDesired Settlement: I would like to get the original $184.04 refunded. I would also like this company to not be allowed to do this to people. I believe they have a website that has this statement saying you agreed to these term that they direct people to after they complain. I do not believe the original website has this. Another form of scam.

Business

Response:

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]

Consumer

Response:

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,

Review: This company was advertising a 14-day free trial to test out one of its products. All I had to do was pay the shipping and handling fee. The product arrived after 14 day period. The package arrived with no invoice, no instructions, and no contact information. I tried the product and was not satisfied with the results. Today much to my surprise, I received another shipment, I immediately started calling the number on the packing list, which again shows no dollar amount which I assumed was charged to my credit card. The first customer service representative hung up on me, so I had to call back. The second customer service rep kept asking me questions about my personal beauty product needs rather than addressing the refund/cancellation request. I offered to return the unwanted shipment for a full refund, but was denied that option. I explained I was unsatisfied with the original shipment and had no use for the second or any subsequent shipments. After much discussion I was reassured that I would receive a refund, however, I would be placed on auto shipment again in mid-December. I'm not sure what part of 'I want to cancel' would prompt me going through this in another three months!!!! Again, I asked for a full refund and offered to return all of the products as I did not want to keep the product...which remained unopened and sealed. Finally, I was told I would receive a refund, however, I was only refunded a minimal amount of money. Again, I was lied to...and I am still not certain if the mid-December shipments have really been cancelled! The customer service representative terminated the call while I was still trying to receive clarification on this matter.Desired Settlement: I need to receive a FULL refund for both of all of charges (minus the shipping and handling which I had agreed to), and would like for this company to be forbidden from continuing their business. They lie, and trick people into buying from them. Since my dealings with them, I have found numerous other complaints and reviews of this caliber by people dealing with the same issue. They claim it is a 'risk free offer'...I'm not sure they understand the meaning of that statement.

Business

Response:

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]

Consumer

Response:

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,

Review: Well, when selecting the nature of the complaint, there were several. Basically it was an online ad for Renuvaderm (anti-wrinkle cream). The online ad made it sound like you would get 30 days of product to try for the shipping fee, but I ran out in two weeks, lo and behold I received a 30 day supply in the mail. I did NOT want the product, so I called customer service to get the mailing address to send the product back, which will happen today.

I was told by [redacted] the customer service lady there would be a $ 6.00 restocking fee. then was offered a 25% discount...when I didn't go for that..she offered me HER 50& discount...yea, I wanted to pay 40 or bucks for something that did NOT work. If this happened to me, it has to have happened to many older women across the U.S.. The advertising was deceptive and I know who is getting rich from this scam, and it isn't old [redacted] who was reading me her canned talk. Just wanted to make you aware. Also, I will be sure to the track the package....because [redacted] told me they were not responsible if it got lost in the mail......how nice of her....and what a shock!!!Desired Settlement: Well, I would like for the people responsible for this to be flogged, but that isn't going to happen, in fact this is probably a waste of my time....

Business

Response:

customer signed up for a 14 day trial per the terms on the website she agreed to. [redacted]