Rosetta Stone, Ltd

Review: I received Rosetta Stone Italian as a gift May 2011. I unwrapped the gift, opened it up to look at it, and did not activate it at that time. It was shelved until this evening. My daughter took it out to install on her computer, and when it came to inputting the activation code, she could not find it. I can only assume the little card inside had gotten tossed out with the wrapping paper by mistake. I called Rosetta Stone, spoke to [redacted], and explained my problem. She asked for my receipt. I told her it was a gift, but I had the UPC code. She told me she did not have the capability to look up the UPC, and that I should find out where it was bought, and get the receipt from the person who bought it for me back in 2011. I told her that it would be embarrassing for me to do that, was there anything other information I could give her, and she said no. So I went on [redacted], and wrote to Rosetta Stone there. Someone by the name of [redacted], representing Rosetta stone, asked for the same information. By the time I contacted [redacted], I had found out that my gift was bought at an Overstock re-seller in April 2011. Now that I had the transaction number, etc...now that information was not enough. [redacted] now told me that an Overstock Re-seller was not one of their "authorized vendors" and would not help me! I don't understand this type of logic. Their product IS their product no matter how it is purchased brand new! So, now I have this product that is BRAND NEW, and unusable. I a not happyDesired Settlement: All I want is my activation code so I can use this product. (without having to stand on my head and sing a song backwards) Thanks!

Business

Response:

Dear [redacted],

Review: I have attempted to attend 2 sessions of the Rosetta Stone STUDIO without success. In each case the microphone would not work. I worked with customer support both times without success. This included starting with support 6-8 minutes before the second session to try and fix the problem. All other programs, including the base Rosetta Stone program and [redacted], have no problems with the microphone. I am supposed to have 4 sessions a month, but so far have not been able to attend even one. However the program now shows that I have attended THREE and will not let me schedule another one. I never even scheduled three. I spent 1.5 hours with support yesterday with them telling me that I have to schedule a session in order for them to help me. THREEDesired Settlement: I would like Rosetta Stone to reset the studio sessions so that I can possibly attend all 4 that I am due. I would also like technical support ahead of time so that the problem can be resolved before I attend (and take time) to schedule another session.

Review: Last summer, I purchased Rosetta Stone software online as part of a Rosetta Stone offer to pay in installments. I think it was a [redacted] offer. I received the software in the mail, and my [redacted] card was charged $52.24 on August 23, 2013 (reference number [redacted]), and $39.80 on September 23, 2013 (reference number [redacted]). For whatever reason, Rosetta stone failed to charge the remaining balance of $27.36 which went unnoticed by me until they sent me a demand for payment letter dated February 14, 2014 seeking $119.40 under reference number 11567954. I called their collections department at [redacted] on March 5, 2014 at 9AM, and got voice mail. I left a voice message asking them to call me back on my cell phone 312 953-1905, and they never did.

A second demand letter was sent to me by Rosetta Stone dated March 19, 2014, again seeking $119.40 and falsely indicating numerous attempts have been made to contact me. I responded by sending a certified letter with return receipt to [redacted] on April 1, 2014 who is their corporate counsel. The letter included an explanation of previous payments, copies of my [redacted] charges paid to Rosetta Stone last summer, and also a personal check for the remaining balance of $27.36. My letter was received by Rosetta Stone on April 4, and the personal check for $27.36 was cashed by Rosetta Stone on April 11, 2014.

I received a letter from Rosetta Stone dated April 14, 2014 in today's mail (April 19, 2014). The letter states I have an outstanding balance of $92.04, which equals the two payments made by me to Rosetta Stone via [redacted] on August 23, 2013 and September 23, 2014 (see first paragraph). Rosetta Stone clearly ignored the copies of the [redacted] charges, and responded by saying in their April 14 letter, "Despite numerous attempts to contact you, our demands for payment have been ignored. Accordingly, the Collections Department of Rosetta Stone Ltd. has referred this matter to the Legal Department for further action".Desired Settlement: I want Rosetta Stone to READ the copies of the [redacted] credit card charges provided in my last letter to them (i.e., [redacted]) and acknowledge in writing that I have already paid them $92.04. Furthermore, I would like them to stop threatening me with turning over this matter to an external collection agency and also legal action. I am more than happy to resubmit copies of my [redacted] charges.

Business

Response:

Dear [redacted],

Review: I purchased a set of Rosetta Stone software, however I ended up with two in the complaint I will refer to this as set A and Set B. I made a purchase for set A online which the price was not correct based on the prior screen when I called in I was advised that they could not correct the price and the additional $10 was because it was being shipped to a PO BOX, he would cancel that order for me and refund the amount for Set A back to my [redacted] account. I reordered the set again and used my physical address and just placed another order using a [redacted] for set B. I got set B and I believe my husband got the original set A while waiting on the return label I picked up the wrong unit and activated that unit. I got an email from a representative saying the unit I was suppose to return was activated, so I sent the one back that was not activated which was Set B. The computer that was purchased for Christmas had problems and I returned that computer and now I had to place the Rosetta Stone on the new computer, Rosetta Stone had deactivated Set A and I could not use the set that I had. I sent an email to Brittany on multiple occasions for approximately 6 weeks letting them know that I paid my initial down payment and they never honor Then I noticed that the original set that was purchased through [redacted] was being debited from my account through a Visa card. I disputed that amount and they never honored the agreement. I made attempts with this company on January 6th, 8th, February 2nd, 7th, on March 24th I had a detailed conversation with Cheryl S[redacted] and she advised me that Rosetta Stone did not owe me anything and brought to my attention that I was refunded the initial down payment for both Sets A and B which is probably why it was deactivated. She asked if I ever sent the product back and the answer is no. All of January into the beginning of February I sent emails to Brittany and she never responded. She never asked for the items if she deactivated my code and issued a refund then why would I keep an item around my home that did not work. I was then invited to repurchase the Rosetta Stone Software on March 30th and 31st and the same special which I did not order. On April 10th I received a past due notice for the Rosetta Stone software Set A or B I responded to that email and spoke to a gentleman who said he would look into that. On May 30th I called Rosetta Stone after receiving and responding to an email and spoke to Gabe who insisted who he needed to speak to in billing was not there, their office was closed and he would get back to me the next week. I advised him at that time if they kept billing me for a product I do not have I will sue them for harassment. He gave me the legal address for my attorney to send the information and then approximately 1 hour later I received an email confirming that a case was opened. Case # 03380272 for the billing dispute. I received another bill dated June 1st stating I had a balance of $158.40 and today I received a collection notice from a place called [redacted] for $241.01 + their fee of $5.98 for a total due of $246.99. I do not have use of the Rosetta Stone Software because 1 was returned and the other my software product key was deactivated and they refunded my money for that. The product order #'s are [redacted] and [redacted]Desired Settlement: I am requesting that Rosetta Stone send me a final bill reflecting a $0 balance and recall the collection activity from [redacted]. I will need a second letter from Rosetta Stone also stating that they have retracted the collection request from [redacted] located at [redacted] Account # [redacted]

Business

Response:

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding billing issues with her Rosetta Stone® Spanish Language Learning Software purchase.

Review: I purchased Rosetta Stone's Spanish program. I have accessed the program twice due to time constraints dealing with recently separating from the active duty military. Each time I log on and finish the first lesson, it directs me that I must pay to continue to the next lesson. I have attempted to resolve this issue twice before, only for their customer support team to divert me to continue using their service or attempt to change mediums for their language service, i.e. [redacted] to laptop, even switching to another language in an attempt at appeasement. I have dealt with this issue over a year and am fed up, and would like to kindly request a refund for the product's defectiveness.Desired Settlement: Full refund.

Business

Response:

Hello, [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding technical difficulties with his product. Upon receipt of the complaint, we immediately initiated an internal inquiry. Our records indicate that due to the program being purchased in May of 2013, we were unable to provide [redacted] a refund. We were however able to provide [redacted] a complimentary 12 month subscription to our online TOTALe product. Rosetta Stone would like to convey our regrets for any inconvenience he may have experienced. 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 records. Respectfully submitted, Alicia J[redacted]Paralegal

Review: on 07/02/2014 at 12:22pm I received from the business Rosetta Stone a Advertisement for a product that was listed as a "Special Offer" this offer was only good up until 07/04/2014 until 11:59pm. the offeer was for a product that originally sells for $499.00 but was listed in this "Special Offer" for the price of $99.00. when I called to attempt to buy the product the company representative stated that" there is no such offer being made for $99.00, but that they have a $199.00 offer available" I tried to refer the representative of the company back to the advertisement which wassent to me by their organization and they stated that the advertisement does not exist. I believe that this was a planned false advertising campaign by Rosetta Stone to get customers to call in for the $99.00 price, then once they had a caller/customer interested in the product they (Rosetta Stone) would then switch the price to a different amount and tell the customer that the advertised $99.00 price is something that they (Rosetta Stone) has never offered. This is false advertising and bait and switch.Desired Settlement: I would wish for the product to be sold to me for the price that was advertised on 07/02/2014 at the price of $99.00 as stated in their solicitation/advertisement. Iwould also desire a written apology for the way I was rudely handled by the sales/representatives from Rosetta Stone and their unprofessional conduct during my attempt of purchase.

Business

Response:

Dear [redacted],[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding confusion surrounding an advertisement for Rosetta Stone language-learning software. Due to a technical error on a Rosetta Stone advertisement e-mail, the full price did not display in the e-mail for some of our customers. However, upon adding the product to the cart prior to check out, through the specified URL, the correct price point was displayed. To thank [redacted] for bringing this to our attention, we have extended our product to her for the $99 and have corrected this glitch. We apologize for any inconvenience this may have caused.

Review: I purchased the complete language course, levels 1-5, of Rosetta Stone's Version 4 TOTALe for German. The advertising mentions, "On the go with our mobile apps." After investing hundreds of dollars in the course material and installing the software on my daughter's laptop computer as well as a home computer I downloaded the iPad app that presents an abbreviated version of the same course material that I purchased. Three months later I received notice that my "free trial" of the app would be expiring and that if I wanted to continue I would need to subscribe using one of there payment plans. I communicated with Rosetta Stone immediately to voice my dissatisfaction with the policy of charging customers who have already paid for access to the course material an additional, ongoing fee in order to use an inferior version of the same material on an iPad. My access was extended for 3 months with the explanation that the policies regarding Rosetta Stone's online material were under review and might be modified. The extension is now expiring and I'm back to where I was before, facing the option of investing even more money for the privilege of accessing the same course material that I've already paid for.Desired Settlement: My issue is not with the product, but with the fee policy. My simple preference, and the one I have communicated with Rosetta Stone, is to simply be able to maintain ongoing use of the iPad app at no additional cost. The app serves as my primary means of accessing the course material while my daughter access the content on her laptop. I am not necessarily seeking a refund of my investment, but if Rosetta Stone insists that I subscribe to a plan in order to access the limited app, then I will not be able to afford continued use and, therefore, would request reimbursement.

Consumer

Response:

Revdex.com of Metro DC and Eastern PA

Review: On December 22nd I ordered Rosetta stone, by dec 26th I decided to return it. I waited the next day because of christmas to get someone to process my refund. On the 27th I received an email that my refund would be credited back to me. I saw a debit and a credit back, but then saw a debit from them on my bank statement, days apart. It has been 10 days since the original request to have a refund process. I have tried chatting through their online chat and no one answers. I tried the sales and they leave chat immediately. I've tried calling. I am on hold for over 30 mins and counting. I tried their other number and a woman just wants to take my name and email. I would like direct contact that my refund will be issued to me immediately.Desired Settlement: I want immediate attention to the practice that they are using. This is really annoying, they have people to take your money ready but not give it back.

Business

Response:

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

inquiry. Rosetta 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 records. Our

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 investigate. Since 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

required. We 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[redacted]

Review: rosetta stone told me French lessons 1 to 5 are complete. They turnout only as download editions requiring thousands of GB internet transfer. My order number is [redacted], Cr [redacted]. I requested the company to send me a prepaid shipping label to return the product. There was no response.Desired Settlement: a prepaid label to return unopened software (no downloads!)

Business

Response:

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding his desire to obtain a pre-paid shipping label to return his product. According to our records, [redacted] has since received a full refund for the purchase price of his product. We apologize for any inconvenience this delay has caused [redacted]. I am happy to provide any additional clarification that may be required. We 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 resolved. Thank you,Alicia J[redacted]