Rosetta Stone, Ltd

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding his desire to be refunded for the autorenewalUpon receipt of the complaint, Rosetta Stone was able to determine that [redacted] *** did contact us within the day return windowA full refund has been processed for [redacted] *** and Rosetta Stone would like to convey our regrets for any inconvenience this may have caused I would be happy to provide any additional information that may be required We trust that the foregoing provides clarification with respect to the resolution of this issue, and respectfully request that this resolution is reflected in the Revdex.com recordsRespectfully submitted, Alicia J [redacted]

Hello,I want to let you know that the business has resolved my complaint and refunded my money The BB case number is [redacted] .Thank you for your help in resolving this item.Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Rosetta Stone Company sells their products through many different sources like so many retailers, on retailers web site, in mall Boat stores, still in [redacted] as we speak, and so onThey put their products every where they could without telling consumers that what they buy should be an authorized seller or approve by them otherwise they have right to deactivate their products which they paid in fullBeside that when first time I heard from them after deactivate my software over months I was using it that I should buy from them directly or buy it from their authorized sellers which they do not have any list of them provide to the consumer or let to consumer know in any way on their web site or other means Also I believed after my initial call to Rosetta stone after over months using their product to ask why my SW not working they said because the person who sold a lot of their products was not an authorized seller WHO FIELD TO REPAY THEM FOR THEIR PRODUCTS HE SOLD so they deactivate that seller products which mine is one of themOf course after my first call which they transferred me to their security part of company they changed my reference number and tight lipsI even leave few massages to call me back to resolve this matter but nobody called back or want talk with me anymoreI strongly believed if they sold their products to a seller and the seller did not repay them so they should not just take it on the consumers like me and stop their products which they paid in full just to punish consumer instead go after their seller who sold so many of their products which he got from them to sell Why they wait over months before stop my SW which I asked my initial talk with their security and she said sorry it took them that long to realized they will not get repaid!I believed Rosetta stone in their web side or any other way let the consumer know that if you their buy their products any where beside them or authorized dealers they can deactivate their SW without noticeAnd they should notify consumers more clear who are the authorized dealers areSince Rosetta stone failed to notify in the past and up to today they should honor my purchase of their product and active it which I paid in full even the seller I bought from he did not paid them and they should not take it to consumer to cover their lost or their mistake of gave their product to a scam sellers who failed to repay them Regards, [redacted] ***

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding concerns during reactivation of his product Our customer care department reached out to [redacted] and informed him that our free phone support is only provided for three months after the date of purchase or at any time during an active online subscriptionThe representative was fortunately able to locate loophole in this instance [redacted] had not yet activated his free three month trial of online services for his Japanese product so the representative was able to assist him with claiming the trial and then was able to provide free support for the screen freezing errorThe error was corrected on March 5, Rosetta Stone apologizes for any inconvenience caused and would like to wish [redacted] all the best in his language learning endeavors I am happy to provide any additional clarification that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter

Ms [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding a concern with her refund appearing and then being again withdrawn on her bank statement Upon receipt of this complaint we initiated an internal inquiryRosetta Stone has found that according to our records, Ms [redacted] was refunded the full amount of her purchase to the same bank account originally used We have provided Ms [redacted] proof of refund from our accounting recordsOur customer care department has also reached out to Ms [redacted] requesting that she show us where the refund was withdrawn from her account so that we can further investigateSince sending our request, we have not received a response from the customer We encourage Ms [redacted] to reach out to us again if she finds that she was in fact not refunded for her purchase I am happy to provide any additional clarification that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter Respectfully submitted, Alicia J***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I am still receiving mail from them the last one was on the same day I received this email from you on August @ 9:p.mThey have not even slowed down on sending them to me I now get any where from to a day now It is getting pretty bad it's like they are pushing me for turning them into you Regards, [redacted] ***

From: J***, Alicia< [redacted] @rosettastone.com>Date: Tue, Aug 9, at 2:PMSubject: Rosetta Stone Response [redacted] ,Rosetta Stone would like to apologize for the delay in response to this complaint [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd("Rosetta Stone") regarding his dissatisfaction that his Rosetta Stone product he purchased on [redacted] was deactivatedUpon review of the customer care departments call notes and thoroughly checking our records I have determined that [redacted] did not purchase his product through an authorized re-seller of Rosetta StoneThe product [redacted] purchased through [redacted] was never paid for by the individual that listed it on ***During an audit of our active products it was discovered that this active product had not been paid for and was deactivated.Rosetta Stone cannot provide support for products that were not purchased directly from Rosetta Stone or one of our authorized re-sellersWe would like to apologize to [redacted] that we cannot fulfill his request to reactive his product but we do encourage him to purchase new product through Rosetta Stone in the future to ensure we are able to properly support himI am happy to provide any additional clarification that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter.Respectfully Submitted,Alicia J*** Alicia SJ***ParalegalDesk: [redacted] @rosettastone.com Please consider the environment before printing this e-mail

I ordered Rosetta Stone learning software and signed up for the month pay plan using my Paypal accountThe first payment came out and I received my product in the mailTwo months went by and no further payments came out of my accountI received a statement in the mail, requesting I call to arrange payment optionsWhen I called the man on the phone was apologetic and said that there was an issue with reoccurring payments with Paypal and he would be happy to set up payments through another methodI told him I wanted to pay it off entirely and gave him my card numberAnother month went by and my card was still not chargedAt this point I received another letter in the mail that my account was delinquentI again called right away and another man told me that he could see where I called and gave my information, but he did not know why it had not been chargedWe verified all the card information and I told him I did not appreciate getting letters that I was not paying my bills when I set up billing two different ways and it had not been processedI told him to run my card that day for payment in fullHe said it would take a few days but that he would submit it to go throughHere it is-eleven days laterMy account has been charged for twice the amount I owed and I also received a letter in the mail today (dated from days ago and postmarked days ago) that my account has been turned over to collections! Now Rosetta Stone owes me $and I have to worry about their sorry accounting practices affecting my credit! Do yourself a favor and DO NOT BUY ROSETTA STONE! It is not worth the headache that you will receive

[redacted] , We apologize for the delay in response as this was a challenging complaint to investigateCustomer [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd("Rosetta Stone") regarding a collections letter that was mailed to herOur records indicate that [redacted] was an active learner of her Rosetta Stone account but unfortunately Rosetta Stone has no way to determine if [redacted] is a victim of identity theftRosetta Stone issued a refund to [redacted] for the $but during the process determined that the customer was already reimbursed via a chargebackWe do apologize for any inconvenience caused to [redacted] and would like to wish her all the best on her language learning endeavorsI am happy to provide any additional clarification that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matterThanks, Alicia

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) after having difficulty activating his product Upon receipt of this complaint, we immediately conducted an internal investigation and found that as of January 1, 2015, [redacted] had successfully activated his productWe apologize for any inconvenience caused to [redacted] and we wish him the best of luck in his language learning endeavors I am happy to provide any additional clarification that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter Respectfully submitted, Alicia J***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I thank the Revdex.com for their diligence regarding this matter Regards, [redacted]

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding her desire to be refunded for her purchase of a three year online subscription Our customer care department has been unable to locate any calls from [redacted] We have searched our records by both her name and the two phone numbers that we have on file for herIf it is possible that she contacted us using a different name or phone number, we encourage her to reach out with this informationIn light of the fact that we have no record of receiving her call to cancel, we are unable to refund [redacted] at this time I am happy to provide any additional clarification that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matterRespectfully submitted, Alicia J***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I do not appreciate spending a substantial amount of money for a software that was marketed and sold to me as compatible and which I was able to use with my current system initially just fine only till I am prompted to update Rosetta Stone software , ( which rendered this whole thing unusable and inaccessible in the blink of an eye.) What a money trapWhen you sold me this software for a hefty price, there was no competibility issues and it was working with my operating system just fine It is not as if I bought the wrong product or versionA while later you are forcing on people these updates , which makes my lessons inaccessible You do not inform people of future incompatibility issues - that arise only when you make one sided chages to your program, not because the customer chose to change it or not because he or she purchased an incompatible software to begin withI did not spend money on your expensive software so that I could use it only for a short period of timeHow is it not marketing and advertising when you sell something as compatible in the first place but then due to unilateral changes you make without giving the program user any options to run the program with the current operating system, you render it useless? Again, It is not as if when you marketed and sold this program it was not compatible with VistaYou sold me this product as compatible with my system requirements You change things to make it incompatible later, which brings up marketing issuesWhy don't you accommodate previously working systems by writing better codes, instead of purposefully rendering them unuseable later on Your tech support, if anyone can call it that is atrocious as wellThey do not have the competency and level of know how to fix or address any problemsThey do not get back to you for weeks and when they kndly do, they copy and paste ibstructions for certain error messages from your website,which anyone can read and implement if they were useful Regards, [redacted]

Dear [redacted] , ** [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding his desire to join Rosetta Stone's Marketing Affiliate Program The Marketing Affiliate Program is a commercial relationship that Rosetta Stone establishes with certain marketing entities to promote its products and services Rosetta Stone is selective in choosing which entities and partnerships it chooses to engage Applications to the Rosetta Stone Affiliate Marketing Program are auto-declined if certain requirements regarding the applicant, its site(s) or operations do not align with the type of commercial relationship Rosetta Stone is looking for ** [redacted] 's initial application was auto-declined When ** [redacted] subsequently contacted Rosetta Stone about participating, his application was manually reviewed and, again, ** [redacted] 's application and site were determined to be other than what we are looking for and we elected to not engage him as an Marketing Affiliate Not every applicant is accepted into the Rosetta Stone Marketing Affiliate Program, and being declined is in no way intended to be a reflection on ** [redacted] or his business - we wish ** [redacted] well in his endeavors I am happy to provide any additional details that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter and that the Customer’s issues were resolvedRespectfully Submitted, [redacted] Legal Assistant

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would like it noted that I was unable to get any resolve until filing a complaint with the Revdex.com and a dispute with [redacted] Very poor customer service Regards, [redacted]

I bought on line the Rosetta Stone Italian Language Course for over about years ago I used the product and even signed up to continue online products for a year After that I discontinued the online portion I was able to use the product I bought without a problem I recently went on line after a few months break, and could not get on I contacted the support people who told me what to do Since then my computer has been crashing and I get the blue screen When I can get on, I have trouble seeing my modules, and only or of the modules are now available to me I then go back to support and it is non existent I am very upset as I thought that I bought a product that I could permanently use I don't want to pay a monthly subscription to be able to use my product I don't want my computer crashing when I do turn it on When I try to figure out why my computer is crashing it says that there are corrupt files I really feel like Rosetta Stone is no longer an upstanding company I would not buy their products and would stay very far away It's almost like someone else has taken over the company

Ordered Rosetta Stone, downloaded all five levelsThere was no confirmation email and had I not made a screen capture I would not have had the activation codeContacted customer service about using mobile apps (before purchasing), "Richard" explicitly told me the apps were included for four people with no additional purchases required, and that this was a lifetime purchase (including the use of the apps)Upon purchase and download, the apps would not work except for one phone, they wanted more per user/phoneI tried contacting tech support via chat and email..no responseI eventually asked for a refund which they tried to denyThey told me the product was on my computer and wanted me to perform several steps and send deactivations codes, etcAfter several emails arguing with them and telling them it was not on any of my devices (at all), they did give the refund (in 7-business days they say)I will never deal with this company againVery unprofessional, not to mention that the tech apparently lied to me in order to get the sale--or was it just a foreign language speaker that learned from Rosetta--dealing with Rosetta's customer service? Additionally, the software was VERY sluggish and hung up repeatedlyI only paid for all levels --a very nice deal, but between being lied to, in my opinion, terrible customer service, and a lackluster (at best) product, I have to say that I am very disappointed in this companyI cannot recommend buying the downloadable software, or dealing with this company in any way if you plan on using their online or app servicesMaybe the stand alone CD is better? I don't know

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I am being accused of requesting a "better deal" and that is not trueWhen they place quotation marks around a phrase that implies that it is an exact statement made by the individualIf they would allow me to hear the recording, I am sure it would reflect that I asked the sales person several times to clarify that I was to receive tutoring for one yearI do not like to have accusations made against meThe other quotation is not true eitherIf they can not honor their agreement then they need to return my moneyDo not place the blame on meThere is an implied trust with someone that they select to represent their companyI do not know what their company can or can not doI trust their salesperson Regards, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is acceptable to me As the apparent victim of a fraud, I accept the fact that it is not the fault of Rosetta Stone Regards, [redacted] ***