Revolution Laboratories

Better Business...

Bureau:
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.
Regards,
[redacted]
The Customer information was [redacted] The company's name is Revolution Laboratories, LLC [redacted] Blvd, Ste *, [redacted].

Hello [redacted]
Our records indicate that you order Revolutionary Green Coffee Bean Extract from [redacted] on 08/28/2013 at 06:51pm and stopped your account on 09/06/2013 at 10:19am. You cancelled your account within the trial period and were not...

charged anything more than our shipping and handling fee of $4.95. We apologize for any miscommunication and believe you may have purchased a product from a different company and our confusing it with ours. We have checked our payment gateways to ensure there was no additional transaction. Thank you.
 
Regards,
Revolution Laboratories, LLC

[redacted],It would appear as if you didn't familiarize yourself with the terms and conditions of how the trails on our products work.  Before placing an order for any of our products you must click a box on the website stating you have read, understand, and accept the terms and...

conditions of the trial.  Once an order is placed a confirmation email is sent for each product which also contains links to the terms and conditions.  Also we place a terms and conditions card on the side of the physical product box you receive.  If you didn't want further product outside of your 14 day trial period you could have called to cancel or sent and email.  We did not hear back from you thus is the reason why more product was sent and further billing took place.At this point all of your accounts with our company have been cancelled out.  You will not receive any further shipments or billing.  We also want to go ahead and extend a full refund of $89.47 for the last bottle of the Revolutionary Cleanse sent to you as we feel you did not want the bottle and just forgot to cancel.  Please keep the bottle of Revolutionary Cleanse if you would like, we do not request that you send it back.  Please allow 3-5 business days for the refund to show back on your account.  Please feel free to contact us with any further questions.Thank you,Support Team

[redacted],
We had the opportunity to read your complaint and review your account. Prior
to making any purchase of our products, that are on trial, you must click a box
on the website stating that you have read, understand, and agree to the terms
and conditions of the...

trial.  If you do not click this box you are unable
to make a purchase.  Once the order is placed you are sent a confirmation
email for each product, which also contains links to the terms and conditions
of the trial.  Lastly we place a terms and conditions card on each product
box that is sent to our customers.  The card explains the terms and
conditions of the trial as well as provides a customer service number.  The terms and conditions are not hidden nor are they printed in a font that is illegible.  You chose to click the box stating you read, understood, and agree to the terms and conditions for the trial without reading it.  And you chose not to read the terms in the email or on the boxes.
The reason why we have out products on a trial basis is so customers can make and informed decision before making the commitment to purchase a full bottle and continue on a subscription basis.  The majority of our customers and potential customers prefer to test products this way rather than commit to purchasing a full bottle up front with the risk of not liking the supplement and no means of getting their money back.
That being said we do pride ourselves on good customer service.  We understand that you are frustrated and would like to resolve this issue.  It appears that Garcinia Cambogia was already refunded in full yesterday (4/5/16) in the amount of $89.74.  We have gone ahead today and refunded you in full for the Revolutionary Colon Cleanse in the amount of $89.47.  Depending on your financial institution refunds typically take 3-5 business days before reflecting back on the account.  At this point in time all of your account have been stopped and refunded.  Please keep the remaining supplements you have as we do not want you to incur any charges to ship it back.  
Thank you,
Support Team

Mr. [redacted],It appears you were confused as to how our 14 day product trial works.  Before signing up to receive one of our products on the 14 day trial period you must acknowledge, by clicking a box prior to ordering, that you have read, understand, and agree to the terms and conditions...

of the trial.  Once the order is placed you are sent a confirmation email for each product order that also contains the terms and conditions of the trial.  Also once the product is physically delivered each product box has a terms and conditions card placed visibly on the side.  This card states the terms as well as the customer service number to call if you want to cancel your account.  Please feel free to go back and review the terms.You initially purchased a trial to MuscleRev Extreme for the shipping cost of $4.95 and the Revtest for the initial shipping cost of $4.90 off our website on 7/20/15.  On 7/21/15 you were contacted by a representative from our company that reviewed your order to ensure it was correct, they reviewed the terms of the trial with you on the call, and also offered you a 7 day trial to our RevFuel rewards program which included a 30 day supply of our ProRev protein powder for the shipping cost of $2.95, which you accepted.  All of our phone calls are recorded thus your call was reviewed and you did accept and stated you understood the terms of the agreement.We apologize that you had trouble finding the customer service number but that is why we place the number right on the terms card that is on the product, include it in the confirmation email, and have our representatives give it out in the phone call.  That being said, your accounts with our company have been canceled.  At this point you haven't been charged anything other than shipping and handling fees which totals the $12.80 you are requesting back.  Unfortunately we cannot refund you.  We do not refund shipping and handling charges as it states in our terms.  You currently have a 30 day supply of MuscleRev Extreme, RevTest, and our ProRev.  Please feel free to keep those bottles.  If you like our products but don't want to receive them on a subscription basis you can order them directly through our website.Thank you,Support Team

Hello [redacted],
 
We apologize that you were having trouble with our automated system. Our records indicate that your account has successfully been stopped by one of our customer service representatives on 03/31/2015 at 4:36pm . You will no longer be [redacted]ed or shipped product unless...

you choose to reactivate your account. We appreciate your business and thank you for your time.  
Regards,
 
Support Team

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]
you have taken another payment of £61 and I have incurred further charges you said you had stopped further debits

Hello [redacted],
 
We are very sorry the way our trial works was unclear to you. We
do offer a trial that is free for 14 days; like many trials if you decide to
continue...

with the product you do not need to do anything. The bottle is a full
month supply so after the 14 days you are charged the full price of the bottle
and put on a monthly subscription.  It looks like you ordered our MuscleRev Xtreme product. Our
Terms and Conditions are available to you three times when signing up for our
product because we want our customers to have an understanding of what they are
signing up for. The customer has to agree to have read the Terms and Conditions
when inputting their form of payment. You are sent an email confirmation of
your order after it is processed and there is a Terms and Conditions link
located in the email. When the product is received we include our return policy
attached to the package. Our company policy is after 14 days we do not issue
full refunds or accept returns. However there was a full refund of $84.63
processed on April 10th. We have gone ahead and issued a full refund of the second charge of $84.63
and the original shipping cost of $4.95 on your account to help you out; bringing
the total of the refunds to $174.21.
You have been sent an email confirmation of the refunds. Please allow 3-5
business days for the refunds to process back to your account. 
Our product really is amazing and every body is different so the
result time is going to be different. We have had customers see the results
within the trial period as well as customers who need to give it up to 6 weeks
to start seeing the results they desire. The two week trial time is more to see
how the product reacts with you. Again we are very sorry for the confusion
and we hope the full refund makes you a satisfied customer. Have a great
day.
 
Thanks,
 
 
Revolution
Laboratories Support Team

[redacted] We had the opportunity to review your account and complaint.  Prior to making any purchase of our products, that are on trial, you must click a box stating that you have read, understand, and agree to the terms and conditions of the trial.  If you do not click this box...

you are unable to make a purchase.  Once the order is placed you are sent confirmation emails for each product, which also contains links to the terms and conditions of the trial.  Lastly we place a terms and conditions card on each product box that is sent to our customers.  The card explains the terms and conditions of the trial as well as provides a customer service number.   After reviewing the notes on your account a mistake was made on our end.  You had canceled through the automated system within your trial period but chose the option that billed you full price for the current bottles you had.  When you sent the products back to the company for a refund the bottles were marked as used.  Although the bottles were used as long as you cancel within your trial period you should incur no further billing beyond the original shipping charges.  The representative servicing your account did not realize that you had canceled within the trial period, thus a refund was not provided.   Therefore we have provided you a full refund in the amount of $179.21.  Depending on your financial institution it typically takes 3-5 business days before the refund reflects in your account.  We sincerely apologize that this mistake happened.  Thank you,Support Team

Mr. [redacted],We are sorry to hear you have had a poor experience with regards to our trials.  You did acknowledge that you didn't read the terms and conditions of the purchase prior to ordering.  You must click a box acknowledging that you have read the terms and conditions prior to the...

system allowing you to sign up.  After signing up you do receive confirmation emails for each product purchased that also states the terms of the trial.  Also you stated you did receive your first order in the mail, those products also have the terms and conditions of the trial on each product box.  We do this to ensure our customers know how the trial works.You also state that you did not receive any products besides the original order. All products were shipped to the same address we have on file and the tracking numbers on file are showing delivered.  This is the only information we can use to verify that a product was delivered to the specified location.The reason why your account was never canceled until a later date is because you never canceled it.  Once you contacted your credit card company and started the charge back process our system automatically stopped your account. We do want to ensure all of our customers are satisfied.  That being said we have gone ahead and refunded your account $179.21 today.  Please allow 3-5 business days for this refund to process to your account. You do not need to send any bottles back, please keep them.Thank you,Support Team

Hello, The charges that had occurred are due to the fact that no cancellation had been made within the customer's trial period. The terms and conditions are fully disclosed and must be agreed to before the order can be placed. Additionally, the advertisement does not at any point claim the...

product is free. The trial period is explained and provided to the customer twice within the ordering process. We have since cancelled his account and have issued a reimbursement on the charges. Please allow 5-7 business days for the transaction to process. If you have any other questions or concerns please inquire further.  Regards,Support Team

Mr. [redacted],We are sorry to hear you have had a poor experience with regards to our trials.  You did acknowledge that you didn't read the terms and conditions of the purchase prior to ordering.  You must click a box acknowledging that you have read the terms and conditions prior to...

the system allowing you to sign up.  After signing up you do receive confirmation emails for each product purchased that also states the terms of the trial.  Also you stated you did receive your first order in the mail, those products also have the terms and conditions of the trial on each product box.  We do this to ensure our customers know how the trial works.You also state that you did not receive any products besides the original order. All products were shipped to the same address we have on file and the tracking numbers on file are showing delivered.  This is the only information we can use to verify that a product was delivered to the specified location.The reason why your account was never canceled until a later date is because you never canceled it.  Once you contacted your credit card company and started the charge back process our system automatically stopped your account. We do want to ensure all of our customers are satisfied.  That being said we have gone ahead and refunded your account $179.21 today.  Please allow 3-5 business days for this refund to process to your account. You do not need to send any bottles back, please keep them.Thank you,Support Team

Hello [redacted]
 
We are very sorry the way our trial works was unclear to you. We
do offer a trial that is free for 14 days; like many trials if you decide to
continue with the...

product you do not need to do anything. The bottle is a full
month supply so after the 14 days you are charged the full price of the bottle
and put on a monthly subscription.  It looks like you ordered our RevTest and MuscleRev Xtreme
product. Our Terms and Conditions are available to you three times when
signing up for our product because we want our customers to have an
understanding of what they are signing up for. The customer has to agree to
have read the Terms and Conditions when inputting their form of payment. You
are sent an email confirmation of your order after it is processed and there is
a Terms and Conditions link located in the email. When the product is received
we include our return policy attached to the package. Our company policy is
after 14 days we do not issue full refunds or accept returns. However we have
gone ahead and issued a 100% refunds
on both of the bottles to help you out; bringing the total of the refunds to $177.80. You have been sent an email
confirmation of the refund. Please allow 3-5 business days for the refund to
process back to your account. 
Our products are really amazing and every body is different so the
result time is going to be different. We have had customers see the results
within the trial period as well as customers who need to give it up to 6 weeks
to start seeing the results they desire. The two week trial time is more to see
how the product reacts with you or if you need to take the product to a Doctor
before you start your regimen. Again we are very sorry for the confusion
and we hope the full refunds make you a satisfied customer. Have a great
day.
 
Thanks,
 
 
Revolution
Laboratories Support Team

Mr. [redacted],The advertisement for the products you signed up for requires customers to click a box acknowledging they have read, understand, and agree to the terms and conditions of the 14 day trial.  Once the order is made a confirmation emails, for each product ordered, are sent out which also...

contain links to the terms of how the trial works.  Lastly, when the actual product arrives we also have sticker on the side of each product box which clearly states the terms of the trail.  Most customer like the subscription based program we offer with our supplements as it prevents them from having to physically drive to a store once a month.  That being said, we want all of our customers to be happy and we are sorry to hear you had a poor experience.  After reviewing your account you were billed $89.74, for MuscleRev, on 6/2/15 and this account was stopped on 6/12/15 because you filed a charge back with your financial institution.  With the second product, RevTest, the last billing took place on 5/21/15 in the amount of $89.47 and this account was stopped on 5/29/15 because you filed a charge back with your financial institution.  You were not billed on 7/6/15 or 7/13/15 from our company.  What most likely took place is your financial institution temporarily refunded you the amount of $89.74 and $89.47 when you filed the charge back.  But after completing the chargeback process you were most likely found responsible for those charges, hence why the charges would reappear on your statement on 7/6/15 and 7/13/15.  This is just our guess as to what happened based on a review of your account.  You may want to follow up with your financial institution for further explanation.But as stated previously we want all or our customer to be happy so we have gone ahead and refunded you $89.74 and $89.47 for a grand total of $179.21.  Typically refunds will show in your account in 3-5 business days depending on your financial institution.Thank you,Support Team

The company in question has already submitted full refund back to me thank you

Customers desired settlement: Full refund of $84.63
 
arial;">[redacted]Please see attachment to confirm account has been refunded desired settlement.
 
 
 
 
 
 
 
Regards,
 
[redacted]
[redacted]
Revlabs
4174 Sorrento Valley
San Diego, CA 92121

To whom it may concern,
 
We do apologize for the miscommunication. We never require our ambassadors/sponsored athletes to purchase anything from us in order to become apart of our team. After speaking to the gentleman, we have decided to cut him a...

check in the amount that directly correlates to the price that was spent purchasing our products ($68.46US). If there is anything else needed from us at Revlabs, please let us know.  
 
Sincerely,
 
Support Team

Hello [redacted],
We are very sorry the way our trial works was unclear to you. We
do offer a trial...

that is free for 14 days; like many trials if you decide to
continue with the product you do not need to do anything. The bottle is a full
month supply so after the 14 days you are charged the full price of the bottle
and put on a monthly subscription.  It looks like you ordered our Green Coffee Bean Extract
product. Our Terms and Conditions are available to you three times when
signing up for our product because we want our customers to have an
understanding of what they are signing up for. The customer has to agree to
have read the Terms and Conditions when inputting their form of payment. You
are sent an email confirmation of your order after it is processed and there is
a Terms and Conditions link located in the email. When the product is received
we include our return policy attached to the package. Our company policy is
after 14 days we do not issue full refunds or accept returns. However we have
gone ahead and issued a 100% off refund
on the bottle to help you out; bringing the total of the refunds to $89.58. You have been sent email
confirmations of the refunds. Please allow 3-5 business days for the refunds to
process back to your account. 
Our product really is amazing and every body is different so the
result time is going to be different. We have had customers see the results
within the trial period as well as customers who need to give it up to 6 weeks
to start seeing the results they desire. The two week trial time is more to see
how the product reacts with you or if you need to take the product to a Doctor
before you start your regimen. Again we are very sorry for the confusion
and we hope the full refund makes you a satisfied customer. Have a great
day.
 
Thanks,
 
 
Revolution
Laboratories Support Team

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.
Dear [redacted],
I attempted to give you additional information between my initial complaint and the response you forwarded on the 21st.  I don't know if you received it, so I am including it in quotes below.  Then, I will give you more information about my final experience with this company.  Their response - the one in response to your inquiry talks about my misunderstanding of the trial period.  I returned the product before the end of the trial period.  I followed their procedure and this was a circus.  I finally received my refund of $84.63 on 5/19 and then a refund (which I didn't expect or request) of $4.95 on 5/22.  I am so glad to be finished with this mess!!!  If you have further questions please feel free to contact me.
[redacted]
_Regarding my call to the company May 6th_____________________________________________________________________________...⇄ /> Sent to the Revdex.com Tuesday, May 6th:
"Update.  I was unable to find a link associated with my complaint on the website to sent this information to:
I have not yet received the refund as promised by the customer service representative within 5-7 business days of my call to on 4/24.  I called the company again today who advised that they needed my tracking number to verify the product had been returned.  I was at work and did not have the tracking number.  When I stated that I did not need to provide that information as I had already completed the process to receive a refund and had been promised that the credit would appear in 5-7 business days, the representative said she had no record of that conversation.  When I called the company just a few minutes ago, this representative, "[redacted]" insisted that she needed my tracking number for the return shipment. I restated my dissatisfaction with having to go through this process which I believed was completed on the 24th.  She stated that she had a record of that conversation and at that time I was provided with the return merchandise authorization
 number.
 I disagreed, stating AGAIN that I had long ago received the return merchandise authorization number and had ALREADY returned the product using that number.  Instead, on the 24th, I told her the representative took all the information necessary and promised I would be credited.  Nevertheless,  I again provided the tracking number.  [redacted] verified that the product had been received (yes, I know! - according to my tracking inquiry - it was delivered on 4/11) and that my refund would be processed within 24 hours and the amount would be credited to my account in 5-7 business days.  When I pressed her for a reason why I was not provided my refund as promised during my call on the 24th, she stated that it was a wrong charge that was refunded - it was $4.95 (the cost of the trial offer).  No such amount has been credited to my account nor was it discussed during my phone call on 4/24. 
This convoluted interaction with the company is further evidence that the company's associates have been educated to avoid refunding money by employing unethical practices and untruthfulness. 
Please advise if I need to provide this information in a different form.  I do hope to get my money back.  The amount I am due is $84.63"
__Regarding my call to the company May 16th____________________________________________________________________________...⇄ /> On May 16th, I called the company again because I had still not received a refund.  During the phone call I spoke first to [redacted].  [redacted] stated that the company had not received my returned product and that the only correspondence he had in his records was about a refund of $4.95.  I again, reviewed with him my experience and the sequence of events beginning with receiving my return merchandise number, the calls to inquire about the refund, the provision of the tracking number, the promises of refunds and my dissatisfaction.  He stated that he would now process my refund.  I told him that based on my experience I didn't believe him and wanted to speak to a supervisor.  Much to my surprise, I was actually connected to one.  This supervisor, [redacted], Floor Manager of Customer Service (###-###-#### Ext. [redacted]) apologized for my experience and after I told him that I believed his company's practices were unethical, he insisted that this is not the usual
 course of events.  He told me that my refund would be processed and gave me a transaction number.  I still did not believe I would received my refund.  But I did.
The only time the trial period was discussed was during my first phone call to the company when they verified that I was within the trial period and all I needed to do was return the unused portion of my product!
Regards,
[redacted]

Mr. [redacted],It appears that you were not clear on the terms of
the trial when signing up. When you sign up for a trail online you
must click a box that states you have read, understand, and agree to the
terms and conditions of the trial. Once the order is placed you
receive a...

confirmation email that includes the terms and conditions of
the trial. Also when you receive the product(s) each box has a card on
it which has the terms and conditions of the trail. That being said you
were presented with the terms 3 different times and agreed to them
prior to the purchase.   To review those terms please click this link.Also we checked the tracking number and
it appears the products were delivered to the address on your account on
June 13, 2015. Your account has closed your account as of June 12, 2015.  You are requesting that you get refunded $95.00.  We cannot refund you that amount because you were never charged.  The total amount of money that you spent was $9.85 to cover the cost of shipping and handling.That
being said the shipping price of the bottles is a non-refundable fee as
stated in the terms. It also states that you do not need to return the
bottles. Please feel free to keep the bottles you have received. Your account is closed an you will incur no further billing.Thank you,Support Team