Rosetta Stone, Ltd

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding his desire for the collections team to cease contacting him and a refund to be issued. Our records indicate that [redacted] purchased on December 3, 2015 but did...

not call to cancel and request a refund until February 2, 2016. His file had already been sent to collections by that point. We have verified that [redacted] was properly informed about where to call to cancel and that it was only a 30 day window to request his return. We do understand that he stopped utilizing the product after 30 days but because he did not call to cancel our records were not updated. At the time of the February 2nd call, [redacted] was also offered additional time to try to compensate for the 30 days he was not utilizing his product. Our collections department made every effort to satisfy the customer with the exclusion of a refund. Unfortunately [redacted] is bound to pay the agreed upon amount. As a courtesy, once his account is no longer past due, Rosetta Stone will be happy to restore his access to his language learning software and extend it for any time lost. 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, The Rosetta Stone Legal Department

[redacted] filed a
complaint identified by the above referenced case number against Rosetta Stone
Ltd. (“Rosetta Stone”) regarding her...

dissatisfaction that Rosetta Stone only
offers three months of complimentary [redacted] Mobile Companion and that this
policy was not properly disclosed to her.
The
confirmation email [redacted] references in her complaint states the that “Free
3 month access trial to World, Studio and Mobile, must be claimed within 6
months from the date of purchase”. We apologize for any confusion regarding
this policy during [redacted]’s purchasing experience. For the inconvenience
and confusion, Rosetta Stone has offered [redacted] three additional free
months of access followed by additional months of access at reduced rates.
Rosetta
Stone would like to wish [redacted] all the best in 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]

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding his desire to be refunded for his purchase including his shipping costs. Our records indicate that [redacted] has been refunded for the [redacted] Books. Rosetta...

Stone is also not requesting he send the books back so he may keep the books at no charge. We apologize for any inconvenience caused and wish [redacted] all the best on his language learning endeavors. 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, The Rosetta Stone Legal Department

[redacted]
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]

---------- Forwarded message ----------From: J[redacted], Alicia<[redacted]@rosettastone.com>Date: Thu, Nov 10, 2016 at 1:27 PMSubject: [redacted]- Complaint ID [redacted]To:[redacted],I apologize for the delay in response to the above referenced complaint. Please find Rosetta Stone's response...

below. Thanks,Alicia [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding her dissatisfaction that the activation code for her Rosetta Stone software would no longer work on the Rosetta Stone software she purchased from an unknown source.  Upon review of the activation ID provided by [redacted] we have determined that the ID she provided is one of the now well-known fraudulent activation IDs.  It unfortunately appears that [redacted] purchased a high quality fraudulent product from somewhere that was not an authorized reseller of Rosetta Stone.As with all technology, it can sometimes take time to catch up with the most recent counterfeiters. It is entirely possible that the activation ID worked for a period of time and was only deactivated upon Rosetta Stone learning of the counterfeit activation ID. Rosetta Stone cannot provide support or alternate activation codes 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 her request to reactivate the product but we do encourage her to purchase new product through Rosetta Stone in the future to ensure we are able to properly support her product. Rosetta Stone would also like to encourage [redacted] to reach out to whatever source she purchased the product from if she is able to locate the receipt. 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]

Rosetta Stone has now responded to [redacted]'s previous complaint. Please see this response below. [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 language
learning software purchase.
Our records indicate
that [redacted] purchased her product on March 8, 2015. Per usual procedure for
an installment plan, Rosetta Stone did a pre-authorization on [redacted]’s card
in the full amount of $211.44. This pre-authorization was immeidately reversed
and a charge of $52.24 was posted to her account for the first installment
payment. [redacted] should confirm with her bank that no money was permanently withdrawn
during the pre-authorization.
Our records indicate
that all five installment payments were successfully withdrawn before [redacted] contacted Rosetta Stone in July regarding her desire to return her product.
Rosetta Stone does offer a 30 day money back guarantee to all of our customers
but unfortunately [redacted] did not contact us within this window.  Our customer care department was therefore unable
to issue her a refund at the time of her call.
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]

[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: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 on. They 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 full. Beside that when first time I heard from them after deactivate my software over 6 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 6 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 them. Of course after my first call which they transferred me to their security part of company they changed my reference number and tight lips. I even leave few massages to call me back to resolve this matter but nobody called back or want talk with me anymore. I 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 6 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 notice. And they should notify consumers more clear who are the authorized dealers are. Since 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]

Rosetta Stone does not have a formal public policy on replacement of headsets. Our internal policy is such that in the event a headset becomes faulty within the first few months, it is replaced. The longevity of headsets varies from person to person depending on care and use of the item. Rosetta Stone no longer bundles headsets in with our current products but instead offer them for sale separately so that customers can choose whether to utilize our headset or purchase one from another retailer.

[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]...

[redacted]. We have searched our records by both her name and the two phone numbers that we have on file for her. If it is possible that she contacted us using a different name or phone number, we encourage her to reach out with this information. In 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 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]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: the company should give me a full refund.
Regards,
[redacted]

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding his dissatisfaction with the confusing language he found in the [redacted] Store as well as pricing discrepancies he discovered.           ...

                     Rosetta Stone is in the process of correcting the confusing language regarding the use of an [redacted] subscription on a computer. We would like to apologize for any inconvenience this caused [redacted] Our customer care department has assisted the customer with purchasing a different subscription that he is able to utilize on all of his devices. As for the advertised prices not meeting the price of the product in the cart, this was a system glitch and has been fully corrected. We appreciate [redacted] bringing this to our attention. 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]

Customer [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding a dissatisfaction with the length of time between his purchase of our digital download software and his receipt of the required activation key.Unfortunately it...

does take 24-48 hours for our payment system to process an order before the activation key is generated. We do apologize for any inconvenience caused and would like to wish [redacted] 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.

[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:
Regards,
[redacted] This response only reiterates the options originally offered. The discounted option will cost hundreds of dollars. Again this policy was not made known at the time of purchase and is a predatory practice in that it requires an individual to pay more to use the service originally purchased or the purchased item is useless.  I am requesting the new product to replace the now unusable product free of charge.[redacted]

Dear [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding her desire to be refunded. Upon receipt of this complaint Rosetta Stone launched an internal inquiry.  Rosetta Stone has no record of contact...

with [redacted] from the time of purchase until our collections department reached out on 5/9/16. We apologize for any inconvenience but Rosetta Stone is unable to refund [redacted] at this time. 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

[redacted], Customer [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. ("Rosetta Stone") regarding her request to be refunded for her auto renewal. Although [redacted] requested the refund outside of our 30 day return window,...

Rosetta Stone has issued a one-time exception for this customer to refund the charge. We would like to apologize for any inconvenience caused to the customer. 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 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 10 2015 @ 9:45 p.m. . They have not even slowed down on sending them to me I now get any where from 2 to 4 a day now . It is getting pretty bad it's like they are pushing me for turning them into you.
Regards,
[redacted]

I am rejecting this response because it is considered unacceptable. The amount paid for the system was a large amount and I would like to see that I get some sort of compensation; at least get 1/2 of my monies refunded or some sort of other compensation be provided to make up for this dispute. Thank you!

No activation key received.

**. [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding his desire to no longer receive Rosetta Stone emails. Rosetta Stone has added the email address provided in the complaint to the “do not contact” list. Please note that...

this occasionally takes up to five days to take effect so please excuse any emails received in the next few days. Thereafter, **. [redacted] will no longer receive emails from Rosetta Stone and we would like to apologize for any inconvenience.  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, Alicia J[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. 
Please disregard the complaint, issue has been resolved.
Regards,
[redacted]