Rosetta Stone, Ltd

*** *** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding her desire to be unsubscribed from all Rosetta Stone advertising. Upon receipt of this complaint we initiated an internal inquiry and found that *** *** had
successfully unsubscribed herselfWe do apologize that *** *** continued to receive advertisements for some time but our records indicate that she is no longer receiving them. 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***

class="MsoNormal" "margin: 0in 0in 0.0001pt display: inline !important;">*** *** 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, *** *** has since received a full refund for the purchase price of his productWe apologize for any inconvenience this delay has caused *** ***
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 and that the Customer’s issues were resolved
Thank you,
Alicia J***

*** filed a
complaint identified by the above referenced case number against Rosetta Stone
Ltd(“Rosetta Stone”) regarding his difficulty
activating his Rosetta Stone language
learning software gift
Our records indicate
that *** ***’s activation issue has now been resolved and he is able to utilize his programWe apologize for
any inconvenience the delay caused *** *** and would like to wish him all the
best on 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***

*** *** filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding her desire to receive a complimentary USB headset as well as a new Activation IDOur customer care department has been in contact with *** *** and this matter
has been resolved*** *** was provided a complimentary USB headset and was issued a new Activation ID for the her Spanish Spain 1-set of language learning software Rosetta Stone would like to apologize for any inconvenience this may have caused *** *** and 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 matter

[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]

Re: [redacted]Ms. [redacted],Rosetta Stone would like to apologize for the delay in response to this complaint. We were experiencing difficulty with our Revdex.com account and did not receive this complaint until recently.Ms. [redacted] filed a complaint identified by the above referenced case number...

against Rosetta Stone Ltd. ("Rosetta Stone") regarding her dissatisfaction with her Rosetta Stone product having glitches.Upon review of the customer care departments call notes, I have been able to determine that the customer is attempting to run the product on Windows Vista. Unfortunately her operating system does not meet our system requirements. Ms. [redacted] has been informed that she will need to upgrade her operating system in order for our product to work properly. That said, if Ms. [redacted] is able and willing to update her operating system then our customer care department is more than happy to add 3 months of complimentary online access back to her account. We can also have someone reach out to her directly to assist with installation and return her progress to where she left off. Rosetta Stone would like to apologize for any inconvenience this has caused Ms. [redacted] and would like to wish her all the best on her language learning endeavors.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]--     Alicia S. J[redacted]ParalegalDesk: ###-###-####

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]

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding her desire to be refunded after her account auto renewed. Upon receipt of this complaint Rosetta Stone launched an internal inquiry.  Rosetta Stone does...

disclose the auto renewal at checkout and there is also a link to our purchase terms provided in the confirmation email following purchase. The customer is emailed again several days prior to the account renewing after the initial term.  Due to the renewal occurring five months prior to her contact, we are unable to refund [redacted] for the December renewal charge. As a courtesy however, Rosetta stone has offered to provide her three months of service back at no additional cost as well as a language change if she so desires. All renewals for [redacted] have been cancelled. Rosetta Stone would like to apologize for any inconvenience and wishes [redacted] all the best on her language learning endeavors. 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. Respectfully Submitted, Rosetta Stone Legal Department

From: J[redacted], AliciaDate: Tue, Aug 9, 2016 at 2:52 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 deactivated. Upon 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 Stone. The product [redacted] purchased through [redacted] was never paid for by the individual that listed it on [redacted]. 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-sellers. We 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 him. 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] Alicia S. J[redacted]ParalegalDesk: [redacted]@rosettastone.com Please consider the environment before printing this e-mail.

[redacted], We apologize for the delay in response as this was a challenging complaint to investigate. Customer [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 her. Our...

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 theft. Rosetta Stone issued a refund to [redacted] for the $44 but during the process determined that the customer was already reimbursed via a chargeback. We do apologize for any inconvenience caused to [redacted] and would like to wish her all the best on her language learning endeavors. 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. Thanks, Alicia

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: The company is either misrepresenting their polices or purposely lying. No exception was needed to refund the 2017 renewal because I contacted the company about the discrepancy within their reported 30 day window. The 2016 renewal was not authorized by me and is fradualant. I have never received renewal messages regarding the service or agreed to any automatic renewal policy. This was not stated or provided by the company at any point in my original purchase. I never once accessed the service in 2016 because I did not authorize the charge. The only way I noticed the charge was by bank activity notification. Rosetta Stone is purposely misleading and deceiving customers by fradulently collecting payments with unreported or noticed renewals. If they do not plan refund this illegal collection, I will exhaust all options to hold this company accountable. 
Regards,
[redacted]

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding an error code he was receiving when installing his software. According to our records, [redacted]'s issue has been resolved. Due to his operating system, the...

product he purchased would not download to his computer. We have therefore offered him a complimentary upgrade to our latest version of Rosetta Stone which will be compatible with his machine. Rosetta Stone would like to apologize for any inconvenience experienced by [redacted] and would like to wish him all the best on his language learning endeavors.  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.

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding his desire to be refunded for renewal fees automatically charged to his account. Rosetta Stone discloses the auto renewal at checkout and a link to our purchase terms...

is provided in the confirmation email following purchase. The customer is emailed again several days prior to the account renewing after the initial term to inform them that their account will be renewed on the provided date. It is our desire that the customer will contact us at the time of receipt of that email to let us know that they no longer wish to have their Rosetta Stone subscription. That said, our customer care department does issue refunds for automatic renewals if we are notified within 30 days of the renewal that the customer wishes to cancel. Rosetta Stone made an exception of this policy for [redacted] and refunded him for the 2017 auto renewal. Unfortunately we are unable to issue a refund for the 2016 renewal as it is more than a year later. We apologize for any inconvenience this may cause [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.

To Whom It May Confern,I am writing to let you know that Complaint No [redacted] has been resolved by the business to my satisfaction.[redacted]

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding his desire to be refunded for renewal fees automatically charged to his account. Our customer care department has been in contact with [redacted] and as a result of...

his attempt to cancel in August during a period of time where there was a glitch in our chat systems, we issued an exception for this customer and refunded [redacted]’s account. Rosetta Stone would like to apologize for any inconvenience this may have 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.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 true. When they place quotation marks around a phrase that implies that it is an exact statement made by the individual. If 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 year. I do not like to have false accusations made against me. The other quotation is not true either. If they can not honor their agreement then they need to return my money. Do not place the blame on me. There is an implied trust with someone that they select to represent their company. I do not know what their company can or can not do. I trust their salesperson. 
Regards,
[redacted]

[redacted], We apologize for our delay in response to this complaint. Customer [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding her dissatisfaction with our billing and customer service department....

Rosetta Stone has extensively searched all of our systems and are unable to find any instance of [redacted] calling or emailing as described in her complaint. Rosetta Stone has reached out to the customer in excess of ten times since this complaint was filed but we have been unable to reach her. In the emails and voicemails we have offered [redacted] 12 months of additional access as soon as the last installment is received. Rosetta Stone does believe that this is some sort of billing hiccup so we do encourage [redacted] to reach out to us so that we are able to process her last payment. Rosetta Stone would like to apologize for any inconvenience this has caused and hope we hear from [redacted] soon so that she may continue her language learning endeavors. 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. Thanks,Rosetta Stone

From: J[redacted], Alicia<[redacted]@rosettastone.com>Date: Wed, Jan 20, 2016 at 5:11 PMSubject: Rosetta Stone Response to Complaint No.[redacted]To: [redacted]@myRevdex.com.org[redacted],Apologies for the delay in my response to this complaint. We have been trying to resolve the issue prior to...

responding but have been unable to contact the customer. Please see our formal response below. Thanks,Alicia[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding a his dissatisfaction with our online subscription trial period. At this time, Rosetta Stone's box product comes with a three month complimentary trial subscription to our online services which does include mobile services. Alternatively, our online subscription of our product includes these services for the length of the subscription at no additional cost. Rosetta Stone has reached out to [redacted] to offer him the ability to switch to the online product by returning his box product. Rosetta Stone would waive our 30 day return policy in this instance. We do apologize for any misunderstanding regarding our trial period. We encourage [redacted] to respond to our customer care representatives as we would like for him to get the most out of his product.  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]Alicia *. J**Paralegal

From: J[redacted], Alicia <[redacted]@rosettastone.com>Date: Tue, Dec 29, 2015 at 4:52 PMSubject: Rosetta Stone Response to Amy Flack- Complaint ID: [redacted]To: [email protected][redacted],Please excuse the delay in response to this complaint. Below is Rosetta Stone's...

response. Thanks,Alicia [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding a collections notice that she received.  Rosetta Stone has written off the amount of $39.80 on [redacted]'s account. Rosetta Stone apologizes for any inconvenience caused and would like to wish [redacted] much success on her language learning endeavors. 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]-- Alicia S. J[redacted]Paralegal Desk: ###-###-####aj[redacted]@rosettastone.com

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]