Rollon Skin Care

Consumer Name: ***
Complaint ID: XXXXXX
Dear Sir /Madam,
We would like to bring into your notice that, it is mandatory to accept the terms before placing the order. Please note that despite putting all the credit card details, the order does not go through until unless you check mark on the box which states, "I agree that I am 18 years of age and agree to the Terms & Conditions and the Privacy policy". Upon checking on the box, the terms of the program appears on the screen. When customer reads the all the terms and scroll down, the "Accept" button is activated at the end. Once the customer accepts the terms and click on "Submit" button the order goes through and shipping and charges are applied. However, we would like you to review our policies. For the reference the cancellation and refund policy stated in our Terms & Conditions are mentioned below:
TRIAL OFFER AND SUBSCRIPTION
The Company also offers a 14 day trial offer of Product, conveniently coupled with automatic enrollment in Company's subscription service ("Subscription"). We are confident you will enjoy using the Product, and invite you to try it. However, you are only eligible to receive a single 14 day trial offer from the Company. The 14 day trial offer includes a full 30 day supply of Product and an automatic enrollment in a subscription. By submitting an order for a trial offer, you agree to pay a non-refundable shipping and handling fee as will be detailed on the Website prior to checkout, but is generally less than $6.95. Please note that shipping and handling fee will appear as two separate charges on your credit card statement.
If you are not satisfied with the Product in your trial offer, you should immediately contact customer service representatives to process a cancellation. Alternatively, you may send an email with "Cancellation" as the written subject heading, to ***@rollonskincareltd.com. In the event that your email fails to contain the appropriate subject heading, your cancellation may not be processed.
Your 14 day trial offer use period begins from the date your order is submitted on the Website. To avoid automatic enrollment in a subscription, you must cancel your trial before expiration of the 14 day trial period. If you cancel your Subscription before the end of the 14 day trial offer use period, you will receive a Return Merchandise Authorization ("RMA") number via email to return the Product. Returns of the Product must be made within 14 days from the date the RMA issues. If the Company receives the product within the 14 day return period, the Company: (1) WILL NOT charge you for the Product (but the Company does not refund amounts paid for shipping and handling); (2) WILL NOT enroll you in a subscription; and (3) WILL NOT send any additional Product to you. Typically Products are delivered within three to five business days from the order date. If you do not receive your Product within five business days after placing an order, please contact our customer service representative for an estimated delivery date and/or tracking information.
In the event that you do not cancel, in writing, before the end of the 14 day trial offer period, the Company will automatically enroll you in a subscription and charge the credit/debit card on file with your account the full retail price for Product each month as posted on the Website. The trial offer comes with a full 30 day supply.
REFUND POLICY AND PROCEDURE.
All sales are final once the Product is delivered by the Company to the carrier. However, the Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. The Company is entitled to retain a restocking fee of $20.00 or 20% of the total purchase price, whichever is greater. Due to the nature of the Product, the Company can only process refund for unused Product returned in an acceptable condition suitable for resale, received within 30 days from the date the order is placed. If you are not satisfied with your purchase, please call customer service at X-XXX-XXX-XXXX, and a customer service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in the Company's sole discretion.
To properly ensure the processing of an authorized refund, and as a requirement of our Refund Policy and Procedure, you must call customer service to obtain an RMA number and to process your refund request. By way of illustration and not limitation, packages marked "Return to Sender" or "Refused" WILL NOT be eligible for refunds. All refund requests require three to five business days for approval.
By completing an order, you acknowledge, understand, and agree to be bound by the Refund Policy and Procedure stated herein. You also acknowledge and understand that adherence to the Refund Policy and Procedure is strictly required and is your sole responsibility. You acknowledge that failure to follow the Refund Policy and Procedure, including you're obtaining an authorized RMA, may result in Company's inability to authorize or process a refund.
Case Summary:
According to our records, *** visited our website and placed an order for the product Prache Anti-Aging cream on January 14th, 2019. Upon placing the order, *** accepted to our company's terms and conditions which clearly stated that if the customer does not cancel the order within the 14 days trial period, customer would be charged the remaining amount of the products and will be put on the auto shipment program.
After the expiration of her trial, *** was charged for the actual cost of the initial shipment and was enrolled in our monthly subscription program. On February 07th, 2019, our email team responded to the email which she sent and confirmed her that her account was cancelled effective immediately from February 07th, 2019.
From February 08th, 2019 till February 26th, 2019, *** called and emailed us multiple times and demanded a full refund, our representatives gave her a detailed explanation of our company policies and also informed her that we were unable to cater her request for the refund because we were unable to process refund on the card she used to place an order from. But, as she was not satisfied so her request of full refund was forwarded to our managers to see what exception could be made for her.
Furthermore, if *** requires any further assistance, she could always contact us on our 24/7 customer support and we could always see what we could do to satisfy her.
We appreciate the opportunity being of service.
Regards,
Customer Support Manager.

Consumer Name: ***
Complaint ID: XXXXXX
Dear Sir /Madam,
We would like to bring into your notice that, it is mandatory to accept the terms before placing the order. Please note that despite putting all the credit card details, the order does not go through until unless you check mark on the box which states, "I agree that I am 18 years of age and agree to the Terms & Conditions and the Privacy policy". Upon checking on the box, the terms of the program appears on the screen. When customer reads the all the terms and scroll down, the "Accept" button is activated at the end. Once the customer accepts the terms and click on "Submit" button the order goes through and shipping and charges are applied. However, we would like you to review our policies. For the reference the cancellation and refund policy stated in our Terms & Conditions are mentioned below:
TRIAL OFFER AND SUBSCRIPTION
The Company also offers a 14 day trial offer of Product, conveniently coupled with automatic enrollment in Company's subscription service ("Subscription"). We are confident you will enjoy using the Product, and invite you to try it. However, you are only eligible to receive a single 14 day trial offer from the Company. The 14 day trial offer includes a full 30 day supply of Product and an automatic enrollment in a subscription. By submitting an order for a trial offer, you agree to pay a non-refundable shipping and handling fee as will be detailed on the Website prior to checkout, but is generally less than $6.95. Please note that shipping and handling fee will appear as two separate charges on your credit card statement.
If you are not satisfied with the Product in your trial offer, you should immediately contact customer service representatives to process a cancellation. Alternatively, you may send an email with "Cancellation" as the written subject heading, to ***@rollonskincareltd.com. In the event that your email fails to contain the appropriate subject heading, your cancellation may not be processed.
Your 14 day trial offer use period begins from the date your order is submitted on the Website. To avoid automatic enrollment in a subscription, you must cancel your trial before expiration of the 14 day trial period. If you cancel your Subscription before the end of the 14 day trial offer use period, you will receive a Return Merchandise Authorization ("RMA") number via email to return the Product. Returns of the Product must be made within 14 days from the date the RMA issues. If the Company receives the product within the 14 day return period, the Company: (1) WILL NOT charge you for the Product (but the Company does not refund amounts paid for shipping and handling); (2) WILL NOT enroll you in a subscription; and (3) WILL NOT send any additional Product to you. Typically Products are delivered within three to five business days from the order date. If you do not receive your Product within five business days after placing an order, please contact our customer service representative for an estimated delivery date and/or tracking information.
In the event that you do not cancel, in writing, before the end of the 14 day trial offer period, the Company will automatically enroll you in a subscription and charge the credit/debit card on file with your account the full retail price for Product each month as posted on the Website. The trial offer comes with a full 30 day supply.
REFUND POLICY AND PROCEDURE.
All sales are final once the Product is delivered by the Company to the carrier. However, the Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. The Company is entitled to retain a restocking fee of $20.00 or 20% of the total purchase price, whichever is greater. Due to the nature of the Product, the Company can only process refund for unused Product returned in an acceptable condition suitable for resale, received within 30 days from the date the order is placed. If you are not satisfied with your purchase, please call customer service at X-XXX-XXX-XXXX, and a customer service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in the Company's sole discretion.
To properly ensure the processing of an authorized refund, and as a requirement of our Refund Policy and Procedure, you must call customer service to obtain an RMA number and to process your refund request. By way of illustration and not limitation, packages marked "Return to Sender" or "Refused" WILL NOT be eligible for refunds. All refund requests require three to five business days for approval.
By completing an order, you acknowledge, understand, and agree to be bound by the Refund Policy and Procedure stated herein. You also acknowledge and understand that adherence to the Refund Policy and Procedure is strictly required and is your sole responsibility. You acknowledge that failure to follow the Refund Policy and Procedure, including you're obtaining an authorized RMA, may result in Company's inability to authorize or process a refund.
Case Summary:
According to our records, *** visited our website and placed an order for the product Prache Anti-Aging cream on January 20th, 2019. Upon placing the order, *** accepted to our company's terms and conditions which clearly stated that if the customer does not cancel the order within the 14 days trial period, customer would be charged the remaining amount of the products and will be put on the auto shipment program.
After the expiration of her trial, *** was charged for the actual cost of the initial shipment and was enrolled in our monthly subscription program. On February 04th, 2019, she called us and requested a cancellation and a refund. Our representative cancelled her account effective immediately from February 04th, 2019 and elaborated the company policies to her, but she was not satisfied with the response. Therefore, our representative offered her a 40% refund but it was refused from her end and after consulting a manager, our representative offered her a 50% refund but she refused to that as well. Hence, our representative forwarded her request for the full refund to our managers to see what further exceptions could be made, but as she was still not satisfied with the solution; thereafter, she called in multiple times on the same day and spoke with multiple representatives from our company, and also threatened them that she would contact the Consumer Protection, her bank and the Revdex.com. The last conversation that she had on February 04th, 2019 with one of our representative, our record show that our representative offered her a 50% refund for time being and for the remaining 50% balance, he informed her that her request was already forwarded and one of our managers will get back to her shortly, to which she agreed.
From February 06th, 2019 till February 14th, 2019, she called and emailed us multiple times requesting a full refund of the remaining balance. Our representatives informed her that till that time no exception was made nor any update was posted on her accounts however, the matter was still under consideration. On February 15th, 2019, one of our manager tried to get in touch with her but unfortunately she was not available, our manager left a voice message for her further convenience and she did called us back on that same day again to speak with a manager. So our representative arranged a call back for her and she agreed on that.
However, on February 19th, 2019, we received a dispute from her card holder/bank against the charges and the matter was handed over to the legal team of our company. So, now as the charges are disputed, our customer service team won't be able to interfere in the matter anymore. If *** requires any further inquiry about the status of the dispute she filed, she will have to contact her card holder/bank for further updates.
Regards,
Customer Service Manager.