ResVibrant

Initial Business Response /* (1000, 7, 2015/08/06) */
Dear [redacted],

Thank you for the opportunity to respond to your recent inquiry.

The goodwill and satisfaction of our customers is important to us. And, we look forward to a swift and satisfactory resolution in this matter. ...

Please consider the following:

1. When a customer places an order, we clearly verify the terms of our trial offer not once, but three times:
a. First, we display our terms clearly on the order form stating "I understand and agree to the terms of this offer", which is required for an order to be completed.
b. We then send a confirmation email with order information and terms of our trial offer.
c. Lastly, we enclose a packing slip with every order, which also contains the Terms of our trial offer.
2. We also offer an unconditional 30-day money back guarantee. Customers must simply return the product with an RMA within 30 days for a full refund, regardless if the product was used or not! This means that a customer may use the entire bottle as long as they return it within the 30-day allotted time period.
We feel confident that ResVibrant is one of the highest-quality and most effective anti-aging products available, so much so that we assume great risk to send a premium product on a trial basis for people to see results firsthand.

Regarding your specific concern, we see in the customer notes that a call was made to customer service on 7/14/2015. According to the dispositions on the account, the customer called in and agreed to cancel their account. On 7/21/2015, a second call was made to customer service in regards to receiving a refund. Customer service issued an RMA number to the customer to return the products that she had been sent. We have received the returned products and have processed a refund to the customer's account in the amount of $206.92. We believe that there was an error in communication between the account holder and account representative.

We apologize for any confusion that may have been caused as customer satisfaction is our top concern at ResVibrant.

Sincerely,
[redacted]
General Manager
Initial Consumer Rebuttal /* (2000, 9, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 7, 2015/11/24) */
Dear [redacted],

Thank you for the opportunity to respond to your inquiry.

The goodwill and satisfaction of our customers is important to us. And, we look forward to a swift and satisfactory resolution in this matter.
We...

apologize for the issues you have had contacting our company to cancel your account. As of 11/20/15 your account is canceled and you will not receive anything or be billed further. Additionally, you have been fully refunded of every charge including the initial $4.97 shipping and handling fee. Please allow 7-10 days for these transactions to process.

We apologize for any confusion that may have been caused as customer satisfaction is our top concern at ResVibrant.

Sincerely,
[redacted]
General Manager

Complaint: [redacted]I am rejecting this response because: I was sent a e mail from amazon that stated a $50 gift. I chose this hydra lotion and thought I only had to pay the $10 shipping. There was nothing telling me I was going to be charged $86.Sincerely,Kat[redacted]

We understand that [redacted] is unhappy with the services provided. We would like to apologize for any inconvenience caused to his. We realize how frustrating a situation like this can be and we are currently working to make it right.
 
After reviewing our records, we found that [redacted]...

[redacted] had placed orders on January 8th, 2017 for trial offers on our website. When [redacted]’s trial orders were shipped out, they included a 30-day supply of Resvibrant anti-aging serum and Hydramatrix MD crème. At the time of the purchase, [redacted] agreed to the terms and conditions of the trial offers. He paid a shipping charge of $3.97, $3.98, along with a shipping insurance charge of $1.99, totaling $9.94. Our terms and conditions state that if the account is not cancelled within the first 14 days for Resvibrant, or 17 days for Hydramatrix MD, the customer would be charged for the products received during their trial period. The terms and conditions also state that the customer would be enrolled into a monthly auto ship program.
 
The website always offers the terms and conditions available for the customer, the product details, and the customer support information. Our company policy is to ensure that we advertise our customer support information on all aspects, to ensure that it is convenient for the customer.
 
It appears that [redacted] had contacted our customer service department requesting an account cancellation and refund on January 25th, 2017. Our customer service department processed an account cancellation and assigned [redacted] an RMA to return the most recent shipment. We realize that [redacted] has contacted customer service multiple times about his refund status. We have investigated the matter and have found that our multiple refund attempts did not go through due to a technical error.
 
As requested, we have processed a refund to [redacted]’s account in form of a paper check. The refund of $88.96 will be mailed to [redacted]’s shipping address on file.
We would also like to inform you that we will take extra measures to make sure that such errors don't happen again in the future. We apologize again for the inconvenience as customer satisfaction is our top priority.
 
Sincerely,
Resvibrant & Hydramtrix Customer Service

Initial Business Response /* (1000, 5, 2016/02/02) */
Dear [redacted],

Thank you for the opportunity to respond to your recent inquiry.

The goodwill and satisfaction of our customers is important to us. And, we look forward to a swift and satisfactory resolution in this matter. Please...

consider the following:

1. When a customer places an order, we clearly verify the terms of our trial offer not once, but three times:
a. First, we display our terms clearly on the order form stating "I understand and agree to the terms of this offer", which is required for an order to be completed.
b. We then send a confirmation email with order information and terms of our trial offer.
c. Lastly, we enclose a packing slip with every order, which also contains the Terms of our trial offer.
2. We also offer an unconditional 30-day money back guarantee. Customers must simply return the product with an RMA within 30 days for a full refund, regardless if the product was used or not! This means that a customer may use the entire bottle as long as they return it within the 30-day allotted time period.
We feel confident that ResVibrant is one of the highest-quality and most effective anti-aging products available, so much so that we assume great risk to send a premium product on a trial basis for people to see results firsthand.

Regarding your specific concern, we see in the customer notes that a call was made to customer service on 2/1/2016 at 9:05 AM. According to the dispositions on the account, you called in and agreed to cancel the account. The customer service representative then assigned you an RMA number (RMA XXXXXXXXXXXXXXXX) to return the product for a full refund. A full refund of $88.64 would have been processed when the return is received at our warehouse. There is no record on the account of you calling in multiple times. In an effort to consider this matter resolved, we have processed a full refund and will not require you to return the product. You will receive the credit within 2-3 days, depending on your card issuer's policies.
We apologize for any confusion that may have been caused as customer satisfaction is our top concern at ResVibrant.

Sincerely,
[redacted]
General Manager

We understand that [redacted] is unhappy with the services provided. We would like to apologize for any inconvenience caused to him. We realize how frustrating a situation like this can be and we are currently working to make it right.
 
After reviewing our records, we found that [redacted]...

[redacted] had placed orders on December 19th, 2016 for trial offers on our website. When [redacted] trial order was shipped out, it included a 30-day supply of Resvibrant anti-aging serum. At the time of the purchase, [redacted] agreed to the terms and conditions of the trial offers. He paid a shipping charge of $3.97 along with a shipping insurance charge of $1.99.. Our terms and conditions state that if the account is not cancelled within the first 14 days for Resvibrant, the customer would be charged for the product received during his trial period. The terms and conditions also state that the customer would be enrolled into a monthly auto ship program.
 
The website always offers the terms and conditions available for the customer, the product details, and the customer support information. Our company policy is to ensure that we advertise our customer support information on all aspects, to ensure that it is convenient for the customer.
 
After reviewing our records, we have found that agents have attempted to refund [redacted] account multiple times, but have been unsuccessful due to a technical error. As requested, we will have a check mailed to this customer in the amount of $44.64. The check will be mailed to the following address:
 
[redacted]
 
We would also like to inform you that we will take extra measures to make sure that such errors don't happen again in the future. We apologize again for the inconvenience as customer satisfaction is our top priority.
 
Sincerely,
Resvibrant & Hydramtrix Customer Service

We have escalated this issue to our accounting team for processing. We will follow up with the consumer when the check is mailed from our Northern California offices.

Complaint: [redacted]I am rejecting this response because:  when I agreed to have a sample shipped to me, I scoured the page for any mention of auto renewal.  I have been scammed by this before and didn't want it to happen again.  If there was mention of this on the page, I would have seen it.  I don't believe it is there in any legible form.
I returned the products as they advised, unopened and I want my money back fully refunded.
Sincerely,[redacted]

Thank you for the opportunity to respond to your recent inquiry.
 
The goodwill and satisfaction of our customers is important to us.  And, we look forward to a swift and satisfactory resolution in this matter.  Please consider the...

following:
 
1.       When a customer places an order, we clearly verify the terms of our trial offer not once, but twice times:
a.       First, we display our terms clearly on the order form stating “I understand and agree to the terms of this offer”, which is required for an order to be completed.
b.      We then send a confirmation email with order information and terms of our trial offer.
2.       We also offer an unconditional 30-day money back guarantee.  Customers must simply return the product with an RMA within 30 days for a full refund, regardless if the product was used or not! This means that a customer may use the entire bottle as long as they return it within the 30-day allotted time period.
We feel confident that ResVibrant is one of the highest-quality and most effective anti-aging products available, so much so that we assume great risk to send a premium product on a trial basis for people to see results firsthand.
 
In regards to [redacted] concerns, she was not charged twice for the products. She elected to accept a trial offer for both ResVbrant anti-aging serum and HydraMatrix MD cream. Each of these products has a separate shipping charge and this is the reason why a charge of $3.97 and $3.98 appeared on her bank statement. The $1.99 charge is for Insureship on the order, which is simply shipping insurance that protects purchases from loss, damaged and theft while in transit.
 
An order is immediately sent to our fulfillment center for processing as soon as it is placed, so therefore, it cannot be cancelled. This is the reason why [redacted] was assigned an RMA number to return the products. We apologize that it was not communicated to [redacted] that she could refuse the shipments upon delivery, and that they would be rerouted back to our return center free of charge.
 
In good faith, we have applied a refund to [redacted] account in the amount of $9.94. The customer may also keep the two products as an apology for the misunderstanding,
 
We apologize for any confusion that may have been caused as customer satisfaction is our top concern at ResVibrant.

Initial Business Response /* (1000, 7, 2015/08/06) */
Dear [redacted],

Thank you for the opportunity to respond to your recent inquiry.

The goodwill and satisfaction of our customers is important to us. And, we look forward to a swift and satisfactory resolution in this matter. Please...

consider the following:

1. When a customer places an order, we clearly verify the terms of our trial offer not once, but three times:
a. First, we display our terms clearly on the order form stating "I understand and agree to the terms of this offer", which is required for an order to be completed.
b. We then send a confirmation email with order information and terms of our trial offer.
c. Lastly, we enclose a packing slip with every order, which also contains the Terms of our trial offer.
2. We also offer an unconditional 30-day money back guarantee. Customers must simply return the product with an RMA within 30 days for a full refund, regardless if the product was used or not! This means that a customer may use the entire bottle as long as they return it within the 30-day allotted time period.
We feel confident that ResVibrant is one of the highest-quality and most effective anti-aging products available, so much so that we assume great risk to send a premium product on a trial basis for people to see results firsthand.

Regarding your specific concern, we see in the customer notes that a call was made to customer service on 7/20/2015. According to the dispositions on the account, the customer called in and agreed to cancel their account. The customer service representative offered the customer the opportunity to keep the product at a discounted price of $44.32. The customer agreed and we processed a refund to the customer's account in the amount of $44.32.
We believe that there was an error in communication between the account holder and account representative. We have refunded the customer $44.32 for the inconvenience and misunderstanding.

We apologize for any confusion that may have been caused as customer satisfaction is our top concern at ResVibrant.

Sincerely,
[redacted]
General Manager
Initial Consumer Rebuttal /* (3000, 9, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do appreciate the Revdex.com in helping me in getting this company to understand there intrusion on my life. But it seems they still don't realize how malicious there practices are. I am glad for the refund. But I find it amusing that they state they give a 30 day trial period. And charged my account after 14 days. It is. What is is. Its just sad that companies like this exist in our nation.
Final Consumer Response /* (2000, 18, 2015/09/09) */
Thank you for your help. I am absolutely satisfied with you, and your assistance in this matter. You have helped me significantly.

We understand that the customer is unhappy with the service and we would like to apologize for any inconvenience caused. We realize how frustrating a situation like that can be and we are currently working to make it right.
After reviewing our records, we found that the customer has placed orders...

on January 10, 2017 for the following:
1.       Resvibrant Phyto Ceramide Trial Order with $3.97 shipping and handling
a.       After 14 days she was charged the full price $88.64 per the agreement on our website.
 
2.       HydraMatrix MD Collagen Retinol Trial Order with $3.98 shipping and handling
The website provides the consumer with the billing terms and conditions, prior to the completion of the buy process. Please note: the product details, refund/cancellation, policies and the customer support information prior to the purchase. Our policy is to provide easy access to our customer support and we do our best to ensure we provide high quality product and services.
 
On 1-24-2017 Ms. [redacted] contacted our customer service department to request cancellation of further shipments and asked for refunds. Per our refund policy we provided an RMA so Ms. [redacted] can return the product and receive a full refund. Unfortunately, she did not return the product therefore the refund has not been issued. We have also issued a partial refund $44 back to her card on the same day.
Since the customer is unhappy with the product, we have issued the full refund of $44.64 back to her card on file.
 
Refunds are made to the source of the original payment, and processing generally takes 4 to 5 business days. Please contact your bank or credit card company directly to inquire as to when you can expect this refund to show up in your account.
 
We would also like to inform you that we will take extra measures to make sure that such errors don't happen again in the future.
 
Thank you for your cooperation and for giving us an opportunity to help. Please contact us for further assistance regarding this case.

Initial Business Response /* (1000, 5, 2015/04/14) */
Dear Customer,
Thank you for the opportunity to respond to your recent inquiry.
The goodwill and satisfaction of our customers is important to us. And, we look forward to a swift and satisfactory resolution in this matter. Please...

consider the following:
1. When a customer places an order, we clearly verify the terms of our trial offer not once, but three times:
a. First, we display our terms clearly on the order form stating "I understand and agree to the terms of this offer", which is on the order page before an order is completed.
b. We then send a confirmation email with order information and terms of our trial offer.
c. Lastly, we enclose a packing slip with every order, which also contains return instructions for the product
2. We also offer an unconditional 30-day money back guarantee. Customers must simply return the product with an RMA within 30 days for a full refund, regardless if the product was used or not! This means that a customer may use the entire bottle as long as they return it within the 30-day allotted time period.
We feel confident that ResVibrant is one of the highest-quality and most effective anti-aging products available, so much so that we assume great risk to send a premium product on a trial basis for people to see results firsthand.
We have refunded the amount of 94.61 and sent a $100 gift voucher which you agreed to on 04/09/2015. We believe this is more than fair to you.