Rollon Skin Care

Customer Name: ***
Complaint ID: ***

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 ***. 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 ***, 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 our products Prache Anti Aging cream and Prache Anti Aging serum on January 11th, 2020. 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 14 days trial period, customer would be charged the remaining amount of the product and will be put on the auto shipment subscription.
We apologize if couldn't explain our offer briefly. Kindly note that the offer she agreed upon is basically a trial offer that allows the customer to try our products for 14-days before customer is charged with the actual price of the products. Therefore, on January 11th 2020 her account just charged for shipping of the products. They were shipped together in one package which was delivered to her mailing address on January 31st, 2020. Here is the USPS tracking number: ***.
At the end of trial period, ***'s bank account was charged with the actual price of the products she had received during her trail period. The charges were posted on her account on January 25th, 2020. In response, she called our customer support center on February 4th, 2020 inquiring about the charges and requested refund. Support representative whom she spoke with explained about the trial program as she was unaware of it. He also informed *** about some promotions or discounts like reducing product price to $59.00 or $49.00 as she seemed unhappy with the price. But because she refused to continue, executive canceled out the account and sent an email confirmation to email address on-file. He also informed *** that he can dispatch 30-days products at no cost as the compensation for inconvenience. But she was more concerned about the charges and was looking to get some refund. Therefore, he then offered 40%/50% refund of the charges allowing her to keep the products, but she refused to accept partial refund. Thus, representative requested *** to return the products for refund. She even refused to return them as she didn't want to pay $20.00 restocking fee which applies on every return that arrives at our facility. After her refusal, case was forwarded to manager and she was told that she would get a call from manager. Later, manager tried to call but he couldn't reach her as it went on voicemail.
In response of his voicemail, *** called us on February 28th 2020. Unfortunately, 30-days had been passed since the charge was posted onto her account due to which representative couldn't immediately help. He told *** about our 30-days refund policy and that made her unhappy, she threatened to report us to Revdex.com and to her card service provider. Although representative escalated the matter to the higher authorities.
We've noticed that on instructions of our higher authorities, she has been contacted about these charges and after an agreement her bank account is being credited with $72.10 and $73.60. Please allow 3-5 business days for funds to get into the account. If she needs further help or assistance, she can call us at our customer support center where we have representatives available for 24/7!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Dear Sir/Madame:
We are sorry to hear that her interaction with our business was not of the quality she had expected. We apologize for any inconvenience caused.
The offer she had agreed upon was a trail offer that gives an opportunity to the customer to try our product before customer is charged with the actual price of the product. Due to which at the expiration of her trial period, her account was charged with the product price. However, charges were denied by her bank/card service provider. And now, we have been informed that Diane has gotten a return merchandise authorization number to return the products. Therefore, please be assured that as soon as the products reach our warehouse, her account will be cancelled accordingly.
If any further assistance is needed, she can definitely call our support team who would always be happy to help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Customer Name: ***
Complaint ID: 759412

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 ***. 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 *** 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 our product Prache Anti Aging cream on January 11th, 2020. 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 product and will be put on the auto shipment subscription.
We apologize for any delay in delivery. Please allow us to explain that our company doesn't offer or deal in samples or testers. We offer actual 30-days product to our customers with 14-days trial period to determine its effectiveness. If a customer isn't satisfied with the product then he/she has full rights to request cancellation at any time and avoid being charged for the product.
While reviewing her account details, we noticed that her account was initially charged for shipping and handling on January 11th, 2020. The product was shipped using USPS (United States Postal Services) to her mailing address. Following is the tracking number: ***.
When her 14-days trial period ended, as per the agreement, her bank account was charged with the actual price of the product that she had received during the trial period. Furthermore, *** was also enrolled into our monthly subscription program.
We were contacted by *** on January 27th, 2020 about delivery of the product. Our customer support executive tracked the order and noticed that there was a delay in delivery and her shipment was still in transit. He informed *** of her delivery date and shared the tracking information. An agreement was made between them that she would try the product once it's received and would call us before February 24th 2020 for cancellation (if required). Ever since, we've not been contacted by ***. Due to her enrollment into our monthly subscription, we even made an attempt to charge her account for a 2nd shipment of Prache Anti Aging cream but it didn't get approved by her bank.
Through this response, we would like to inform you that her account for the product Prache Anti Aging cream has now been cancelled out effective from May 25th, 2020. Please be assured that all her bank details have been deactivated and we can no longer process any transactions onto her account. According to our refund policy, we are authorized to cater refund requests that are received within 30 days from the date the order is placed. However, we are always open for discussions, please don't hesitate to call our 24/7 customer support center and speak to our executives. Our phone lines are open for 24/7 and our executives would always be happy to help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Customer Name: ***
Complaint ID: ***

Dear ***,
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 *** 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 ***, 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 our product Prache Anti Aging cream on November 27th, 2019.
Please allow us to explain that our company doesn't offer or deal in samples or testers. We offer actual 30-days products to our customers with 14-days trial period to determine their effectiveness. If a customer isn't satisfied with the products then he/she has full rights to request cancellation at any time and avoid being charged for the products.
While reviewing her account details, we noticed that her bank account was charged for shipping and handling on November 27th, 2019. The product Prache Anti Aging cream was shipped using USPS (United States Postal Services) to her mailing address which was (***). Following is the tracking number: ***.
When her 14-days trial ended, as per the agreement, her bank account was charged with the actual price of the product that she had received during trial period. She was then enrolled into our monthly subscription program.
Due to enrollment into our monthly subscription program, her bank account was charged for a 2nd shipment on January 10th, 2020. Its delivery can be verified using USPS tracking number which is: ***.
*** requested cancellation and refund of the charges through an email received on February 7th, 2020. Our email support team responded her with cancellation confirmation and requested to call our support center and speak to our executives to be assisted with refund request.
Few days later, we received an update from our team regarding her account and we were informed that *** had filed a dispute against the charges with her bank/card service provider. We were then contacted by *** on February 29th 2020, when our representative confirmed the account's status and informed her about the dispute.
We would like to inform you that the account for the product Prache Anti Aging cream has been cancelled out effective from February 7th, 2020. All her bank details have been deactivated and there will be no more charged applied to her account. Furthermore, because of dispute filed, we are no longer authorized to process any refunds or perform any activities onto her account. We suggest *** to contact her bank/card service provider for charge related concerns.
For any additional information, feel free to contact us at any time as our phone lines are open for 24/7. Our representatives would always be happy to help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Customer Name: ***
Complaint ID: ***

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 [email protected]. 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 1-888-801-2785, 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 our products Prache Anti-Aging serum and Prache Anti-Aging cream on January 5th, 2020. 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 product and will be put on the auto shipment subscription.
We would like to apologize for any misunderstanding and inconvenience caused from it. Please allow us to explain that our company doesn't deal in samples or testers. We provide 30-days product with an evaluation period of 14-days that allows our customer to try our product before customer is charged with the actual price of it. Therefore, on January 5th 2020 her account was only charged for shipping of the products and they were delivered to her mailing address on January 20th 2020. Delivery can be verified using USPS tracking number. Following is the tracking number: ***.
Later, at her trial expiration her account was charged with the actual price for the product Prache Anti Aging cream. We attempted to charge product price for Prache Anti Aging serum also but our attempt was rejected by ***'s card company/bank.
In response of the charges made onto her account, *** with her bank representative contacted us on January 19th 2020. In her conversation with our executive, she asked for cancellation of her accounts. Our representative cancelled her account for Prache Anti Aging cream and for cancellation of Prache Anti Aging serum's account she was provided a return authorization number to ship the product back. She was also informed that she could keep the product at a reduced price but she chose to return it, therefore, relevant return information was provided along with 30-days period to return the product and to avoid being charged for it. To cater her refund request for Prache Anti Aging cream, he offered 40%/50% partial refund to *** as it allows customers to keep the product but she refused to accept it. And then threatened to report us to Revdex.com and to post against us on social media. Executive who was trying to help, offered her to return the product for refund and also informed about the restocking fee of $20.00 that applies on every return received at our warehouse. *** agreed to return the product Prache Anti Aging cream also to get her refund. RMA number and all relevant return information was sent through an email.
Few day later on February 5h, 2020, she called again to talk about the products. She was under the impression that she would receive another shipment to return for cancellation and refund. Executive she spoke with explained her that no more shipments would be shipped and that she would have to return the products she received during her trial period.
Now, let us inform you that we received an update from our warehouse regarding arrival of her return on February 15th 2020 due to which her account for Prache Anti Aging serum has also been deactivated. Thus, please be assured that we are no longer authorized to process any payments onto her account as her account for Prache Anti Aging cream is cancelled since January 19th, 2020 and account for Prache Anti Aging serum from February 14th 2020. Furthermore, her bank account has been credited with $83.00. It only takes 3-5 business days to get into the account.
If any further assistance or details are required please donot hesitate to contact us though our customer service contact numbers or through email support. We are available 24/7 and would always be happy to help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Dear Sir/Madame:
We thank brooke for posting her review here. We sorry to hear that our product and service didn't meet her expectations.
Our executive she spoke with was just trying to help but we apologize if anything bothered Brooke in any way!
We've been able to review her account and noticed that the her return has been received by our warehouse and account for the product Prache Anti Aging cream has been cancelled out effective from February 22nd, 2020. There will be no charged applied to her account.
If any further assistance is required, please donot hesitate to email or to call us. We have representatives available 24/7 for help.
We appreciate the opportunity of being at your service.

Regards,
Customer Support Manager

Dear Sir/Madame:
Thank you for taking your time and to share your experience with us. We are disheartened to know that your experience with our *** was not of the good quality.
We would like to speak to Lisa about her experience in depth. Please contact us using our customer support contact number where we have our executives waiting for your call. Our phone lines are open for 24/7.
We appreciate the opportunity of being at your service.

Regards,
Customer Support Manager

Dear Sir/Madame:
Although, charge was posted for the product Prache Anti Aging cream ordered on January 30th 2020. We would like to apologize for any inconvenience caused from it.
Our records indicate that the order placed on January 30th 2020, was placed for our 14-days trial offer that allows our customers to evaluate the products for 14-days before they are charged the actual price of the products. Customers are obligated to call us within 14-days in order to cancel if require.
Therefore, at the end of her trial period she was charged the actual price of the product. However, we have noticed that she called and talked our support executives and as per her request, account has been cancelled out effective from February 13th, 2020. Furthermore, her bank account has been credited with $103.00.
If she needs any further information or help, can always contact our customer support center where we have representatives available 24/7 for help.
Regards,
Customer Support Manager

Dear Sir/Madame:
We have been able to review your account and noticed that the product Prache Anti Aging cream was delivered on February 11th, 2020 and we apologize for any delay in delivery.
On February 13th 2020, her refund request was escalated by our executive to the higher authorities and she was told that she would get a response of it, therefore; after their instructions her account has been credited with full amount.
For further details, Carol can call our customer support center and speak to our executives or can email queries to our email support. We would always be happy to help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Dear Sir/Madame:
Please accept our apology for the experience you had with our company, this is really not something we wanted to hear.
We have been able to review his account and conversations with us and have noticed that the products he ordered were both shipped together in one package, which was delivered to the provided address on January 31st, 2020. Jay can ask for relevant information by contacting our customer support center.
The offer he agreed upon was actually a 14-days trial offer, at its expiration customer gets charged for the product received during trial period, therefore; customer is requested to call *** for cancellation. We have been contacted by Jay on February 12th 2020 and in his conversation with our executive, he got himself a return merchandise authorization number approved to return the products for cancellation.
If he has any concerns or needs further help, he can definitely call our customer support center, we would be happy to help him in resolving his concerns.
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Dear Sir/Madame:
We are sorry to hear about her experience with us, however; it seems there was a bit of a misunderstanding about how our trail offer works.
We would like to bring this into your notice that our company doesn't deal in samples, we offer 30-days product on 14-days of trial allowing our customers to try it. Customers are requested to call within 14-days if they want to cancel otherwise they get charged full price of it. Due to no response from the customer and expiration of her trial period, her account was automatically charged the actual price of the product on February 2nd, 2020.
According to our records, Kristen has called our customer support center and as requested her account has been deactivated effective from February 4th, 2020.
For assistance on refund request, she can contact support center or can send an email to our email support. Our phone lines are open for 24/7 and have a dedicated customer support team there ready to help!

We appreciate the opportunity of being at your service.

Regards,
Customer Support Manager

Dear Sir/Madame:
We are sorry to hear about her bad experience, there has been a glitch in our database but it's all sorted now. However, we apologize for inconvenience caused.
We have been able to review her account and noticed that the order was placed through our website for the products Prache Anti Aging serum, Pracheskin Eye Cream and Prache Anti Aging cream which has already been delivered to the address we were provided. Order details can be obtained by the customer through a phone call to our support center.
However, we've also noticed that the charges we had taken out for shipping or for the product have now been disputed by her bank or card service provider. Therefore, the accounts are all deactivated. We are unable to perform any activities on her account or issue any refunds. We suggest Janet to contact her bank for any help related to the charges.
If any information or help is required, please contact our customer support center and speak to our executives and we would always be there for help!
Regards,
Customer Support Manager

Customer Name: ***
Complaint ID: ***

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 [email protected]. 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 1-888-801-2785, 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 our products Prache Anti-Aging serum and Prache Anti-Aging cream on January 2nd, 2020. Upon placing the order, she 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 subscription.
Hence, initially her account was charged only for shipping of the products. The order she placed was for our 14-days trial offer in which we provide 30-days product to our customers with 14-days of trial period to evaluate it. Then, at the end of trial period, customers get charged actual price of the product received during trial period.
While reviewing her accounts with us, we've noticed that *** called our customer support center on January 24th, 2020 regarding one of the products which was Prache Anti Aging cream. In her conversation with our executive, she asked for cancellation of her account. Our representative explained the trail program to *** as she was unaware of it and also tried to help by offering different sorts of discounts for future deliveries. She seemed unhappy in continuing with discounted price, therefore; our executive asked her to pay 50% of the actual price of the product for cancellation as it allows our customers to keep the remaining portion of the product. He even tried to reduce it to just $19.99 after consultation but the offer was rejected by ***. Representative then asked her to return the product for cancellation, but she denied it. Therefore, no cancellation agreement was made on January 24th, 2020.
On the other hand, due to no response from ***, her trial got expired and she got billed with the actual price of the product Prache Anti Aging serum on Jan 24th, 2020. Our system also tried to process a charge for the product Prache Anti Aging Cream as she had refused to return it. But our attempts to charge product price were rejected by her card services or bank and in-result her account got canceled for it.
Let us inform you that the account for Prache Anti Aging cream is canceled effective from February 10th, 2020 and account for Prache Anti Aging serum is canceled out effective from February 12th 2020. All her bank details have been deactivated, and we are no longer authorized to process any payments onto her account.
We are open for further discussion and for any sort of help, *** can contact us through our customer support center at any time, and we would be happy to assist in every possible manner. Our phone lines are open for 24/7.
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Customer Name: ***
Complaint ID: ***

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 ***. 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 ***, 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.
*** Summary:
According to our records, *** visited our website and placed an order for our products Prache Anti Aging cream and Prache Anti Aging serum on December 26th, 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 product and will be put on the auto shipment subscription.
We are really sorry to hear that our products couldn't meet her expectations. Please allow us to explain that our company doesn't offer or deal in samples or testers. We offer actual 30-day products to our customers with 14-days trial period to determine their effectiveness, before paying the actual price of the products.
While reviewing her account details, we observed that her account was initially charged with shipping and handling for the products Prache Anti Aging cream and Prache Anti Aging serum on December 26th, 2019. The products were shipped using USPS (United States Postal Services) to her mailing address which was (***). You can use following tracking number for verification of delivery: ***.
We were contacted by *** on January 8th, 2020 regarding cancellation of accounts. Our customer support executive explained the cancellation policy and requested *** to just pay $19.99 instead of paying the actual price of the product or shipping it back. *** refused to pay $19.99 and told our executive that she would contact her lawyer and Credit Card Company. Even though she called us within the trial period to request cancellation, unfortunately, it couldn't be processed on the same day due to no agreement on paying $19.99 or returning products for cancellation. However, a request was forwarded by our executive to the management to look into the case.
Then at trial expiration, as per the agreement, her account was automatically charged with the actual price of the products that she had received during the trial period. Accounts were deactivated and cancellation confirmation emails were sent to her email address.
We have tried to contact *** on many different occasions but were unable to reach out. While we confirm deactivation of accounts from us for any further transactions or deliveries. We would like to request *** through this response to please contact our 24/7 customer support center and request to speak to a "customer support manager" in order to get a best possible solution.
Please feel free to contact us at any time as our phone lines are open for 24/7 and representatives would be happy to help!
We appreciate the opportunity of being at your service and look forward to hear from you.
Regards,
Customer Support Manager

Customer Name: ***
Complaint ID: ***

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 ***. 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 ***, 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.
*** Summary:
According to our records, *** visited our website and placed an order for our products Prache Anti Aging cream and Prache Anti Aging serum on December 26th, 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 product and will be put on the auto shipment subscription.
We are really sorry to hear that our products couldn't meet her expectations. Please allow us to explain that our company doesn't offer or deal in samples or testers. We offer actual 30-day products to our customers with 14-days trial period to determine their effectiveness, before paying the actual price of the products.
While reviewing her account details, we observed that her account was initially charged with shipping and handling for the products Prache Anti Aging cream and Prache Anti Aging serum on December 26th, 2019. The products were shipped using USPS (United States Postal Services) to her mailing address which was (***). You can use following tracking number for verification of delivery: ***.
We were contacted by *** on January 8th, 2020 regarding cancellation of accounts. Our customer support executive explained the cancellation policy and requested *** to just pay $19.99 instead of paying the actual price of the product or shipping it back. *** refused to pay $19.99 and told our executive that she would contact her lawyer and Credit Card Company. Even though she called us within the trial period to request cancellation, unfortunately, it couldn't be processed on the same day due to no agreement on paying $19.99 or returning products for cancellation. However, a request was forwarded by our executive to the management to look into the case.
Then at trial expiration, as per the agreement, her account was automatically charged with the actual price of the products that she had received during the trial period. Accounts were deactivated and cancellation confirmation emails were sent to her email address.
We have tried to contact *** on many different occasions but were unable to reach out. While we confirm deactivation of accounts from us for any further transactions or deliveries. We would like to request *** through this response to please contact our 24/7 customer support center and request to speak to a "customer support manager" in order to get a best possible solution.
Please feel free to contact us at any time as our phone lines are open for 24/7 and representatives would be happy to help!
We appreciate the opportunity of being at your service and look forward to hear from you.
Regards,
Customer Support Manager

Dear Sir/Madame:
We are really sorry to hear about the inconveniences she has faced.
Unfortunately, we are unable to locate her account as none of the information provided here matches with accounts we have in our database, therefore; we request Wendy to contact our customer support center with her account details and they will make sure that she gets the best solution of her concern.
Feel free to contact our customer support center as our phone lines are open for 24/7.
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Dear Sir/Madame:
Please accept our sincere apology if there was any delay in delivery. We were told by USPS that the package was delivered to her mailbox on January 17th, 2020.
While reviewing her account we've noticed that she requested for Prache Anti Aging Cream and Prache Anti Aging Serum as 14-days trial due to which she was shipped actual 30-days products on 14-days period to evaluate them and call us. $19.99 was charged as per her agreement because she chose to keep the products for cancellation. Therefore, her accounts are both cancelled effective from January 24th, 2020.

If any further assistance is required, please contact us through our 24/7 customer support center or email us, we have representatives available for your help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Customer Name: ***
Complaint ID: ***

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 ***. 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 ***, 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 our products Prache Anti-Aging cream and Prache Anti Aging serum on November 16th, 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 product and will be put on the auto shipment subscription.
Therefore, initially her account was charged for shipping of the Prache Anti Aging cream and Prache Anti Aging serum. These products were shipped using USPS (United States Postal Services) and following is the tracking number for your convenience: ***.
When her 14-days trial ended, her bank account was charged for the products she had received during her trial period. *** called our support center on December 6th 2019 regarding the charge that was taken out for Prache Anti Aging serum. She told our executive that she didn't receive the product so he provided her with all the relevant information and details. While our representative was explaining the charge, she informed us that she would reach out her bank for dispute and would take us to court and then disconnected the call.
But later on the same day, she contacted us for the same charge. Our support executive she spoke with, explained her the program as she was unaware of it. He also tried to help *** by offering discount for future deliveries (like reducing product price to $59/$49) or shipping product for a month at no cost. But because she was looking for cancellation, our executive assisted her with it by deactivating her account. She was very concerned about the charge, she even informed us of her ban's involvement is this matter. Our support executive who had offered to refund 40% of the product price, provided a 50% refund after consulting with his superiors and *** agreed to it.
Our records also indicate that on December 6th 2019, *** called us regarding the charge of Prache Anti Aging cream. She got her account cancelled but couldn't get her refund processed as the line was disconnected while she was having conversation with our executive about refund.
On December 11th 2019, we received an update from our team in which *** had filed a dispute against the charges with her bank or financial institution.
We would like to inform you that her accounts for Prache Anti Aging cream and Prache Anti Aging serum have both been deactivated effective from December 06th, 2019. Furthermore, charges have been disputed by her bank, therefore; we are unable to issue any refunds or make any changes to her account. We suggest *** to contact financial institution for help related to charges. For any details or information, she can always call our customer support center and our representatives would always be there for help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Dear Sir/Madame:
We are really sorry for misunderstanding and apologize for inconvenience caused.
Our records are showing that Ann's cancellation request was catered promptly, however, we are sorry as her experience with our executive was not of the quality she had expected. We really strive to do better!
We would also like to assure her that both of her accounts for the products Prache Anti Aging serum and Prache Anti Aging cream have been deactivated. There will be no more charges and shipments applied to the accounts.
Unfortunately, we won't be able to help Ann with the refunds as the charges which were taken out for the products she received have now been disputed by her bank or card services.
However, if she needs any help or information, she can definitely contact our customer support center and speak to our executives who would always be there for help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Dear Sir/Madame:
We are really sorry to hear about the inconveniences she has faced.
Unfortunately, we are unable to locate her account as none of the information provided here matches with any of our customer's info, therefore; we request Jennifer to contact our customer support center with her account details and they will make sure that she gets the best solution of her concern.
Feel free to contact our customer support center as our phone lines are open for 24/7.
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Dear Sir/Madame:
We thank Penni for posting her review here and we're sorry that her experience was not of the quality she had expected. We will use the feedback to make us better and to ensure that the standards are met in future.
We would like to bring this into your notice that the offer she choose to be enrolled in is basically a trial offer that gives an opportunity to our customers to try the products before they are charged the actual price of the products and if they are not satisfied with the products/service, cancellation can be obtained by calling *** within 14-days. Therefore, due to no response, she was charged the actual price of the products at her trial expiration.
However, we have confirmed that after her conversation with our executives, the accounts for both products have now been cancelled out effective from December 3rd, 2019. Furthermore, her account has also been credited with an amount of $43.60 on the same day.
Should you require any further assistance, please contact our customer support center and speak to our support executives, our phone lines are open 24/7 and executives would always be happy to help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Consumer Name: ***
Complaint ID: ***
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 ***. 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 Company delivers the Product 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 ***, 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 are obtaining an authorized RMA, may result in Company's inability to authorize or process a refund.
Case Summary:
According to our records, *** placed an order for our products Prache Anti-Aging serum and Prache Anti-Aging cream on December 17th, 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 product and will be put on the auto shipment subscription.
On December 27th, 2019 *** called our support department to cancel her accounts. Our representative elaborated our company and program policies to her. She threatened our representative that she would contact her Credit Card Company. Our policies state that, if a customer wishes to cancel within the trial or requires a refund; customers need to obtain an RMA (Return Merchandise Authorization) Number from our support department and return the products back. As she refused to all of our cancellation options, our representative forwarded her cancellation request to our higher authorities for further consideration.
Now, after the expiration of her trial; she was charged with the actual cost of the products on December 31st, 2019. However, her account was also canceled effective immediately after the charge went through in order to avoid her enrollment in our monthly subscription program. She contacted us again on January 01st, 2020 to request a cancellation and demand a refund for the serum. Our representative confirmed her the cancellation of her accounts and proceeded with assisting her with refund. She informed our representative that she returned our products back and gave him a tracking number. The tracking number showed that, the package was delivered to our address on December 30th, 2019. The tracking number is as follows:
Tracking Number: *** (USPS)
However, as mentioned above; we have a return policy as per which, every customer is obligated to obtain an RMA (Return Merchandise Authorization) Number to return our merchandise back in an authorized way. As she denied previously obtaining the RMA Number; hence, our representative informed her that she returned the products back in an unauthorized way. She started threatening our representative that she would contact the Attorney General and would contact her bank therefore; our representative offered her a 70% refund as an exception on courtesy basis. But she refused to accept the offer and disconnected the line. Our representative went ahead and forwarded her details to our warehouse department and to our higher authorities for further consideration. Later on the same day, she called us again and demanded a refund for the charge of both products. Our representative went ahead with assisting her. He went through the notes of our previous representative and realized that, *** was requesting refund for an unauthorized returned package. Therefore, he proceeded with explaining to her the return policy and offered her the same 70% refund that was offered previously. As she refused to the offer again; thus, our representative went ahead and forwarded her request again to our higher authorities for further consideration.
Moving forward, our higher authorities made an exception, processed a full refund for the charge of the serum on January 23rd, 2020, and were in the process of reviewing the charge for the cream. However, on February 11th, 2020 *** proceeded with filing a dispute against the charge for the cream. Therefore, our support department lost the access to process any activities on the account and our legal team is dealing the matter now.
Whereas, if *** has any queries/concerns or requires any updates related to her accounts, she is more than welcome to contact our 24/7 support team via call or email and any of our live representative would love to help her o