Rosetta Stone, Ltd

[redacted] 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.
Upon receipt of the complaint, we
immediately initiated an internal inquiry.  Our records indicate
that on January 1, 2014, [redacted] was able to successfully activate his
software. Unfortunately, [redacted] had already filed a chargeback with [redacted]
causing Rosetta Stone to refund him for the full amount despite the activation.
A supervisor with our customer care
department has reached out to [redacted] to inform him that should he desire to
continue his language learning, he will need to deactivate the current software
on his computer and repurchase it. Rosetta Stone is happy to offer [redacted]
the same discounted price he originally purchased for and we apologize for any
inconvenience this has caused [redacted].
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

[redacted] filed a complaint identified by the above
referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) after being
sent an incomplete and incorrect order....

He was also dissatisfied with the
customer service he experienced.
A Rosetta Stone customer care manager has reached out to
[redacted] to provide him a pre-paid shipping label but I have been informed
that we have not yet heard back from him. We do hope that he will accept our
offer and we would like to assure him that as soon as we receive his product
back in our warehouse we will ship him the correct language immediately. We apologize
for any inconvenience that this has caused [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
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]

From: J[redacted], Alicia
font-family: arial, sans-serif;"><[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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution to provide the 3 months that were unknowingly charged to my account be added back is satisfactory to me. However...
While I appreciate the attempt to make it sound like this business is upfront with customers upon purchase, it needs to be indicated that this is very much not the case. I pay attention to details and typically save all correspondences pertaining to purchases. It is very much NOT evident on the confirmation screen about the auto renewal charges. There also was not a link to this so called additional information page. I saved a screen shot of that purchase confirmation and have attached for you to review.
If this company is going to auto renew an account it needs to be in BIG BOLD TYPE and made very evident before purchase and on the confirmation screen. It can not be hidden in small print on a different page. Otherwise it is a swarmy business practice. They also MUST send emails prior to each and every auto charge to customers. I received NO email communication about either auto charge, which I indicated to the original customer support agent. There was NO communication from this company to me about these charges.
Regards,
[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:
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 trap. When 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 version. A 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 with.
I did not spend money on your expensive software so that I could use it only for a short period of time. How is it not false 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 Vista. You sold me this product as compatible with my system requirements.  You change things to make it incompatible later, which brings up false marketing issues. Why 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 well. They do not have the competency and level of know how to fix or address any problems. They 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]

[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 have no use for the service anymore. I needed it for school back in fall of 2014. I supposedly put in the incorrect email (which I never acknowledge that I put in the incorrect email address. I stated that I have been diagnosed with Dyslexia but I was still receiving other emails from Rosetta Stone)  They stated that my email address was incorrect then they should have gotten "not deliverable" when they sent me emails.   What I don't understand is why didn't they send me information including bills via mail?  They (Rosetta Stone) had no problem sending me a collection notice by mail.  The collection notice is when I realized that I supposedly had the product.  Since I brought a complaint against Rosetta Stone through the Revdex.com, Rosetta Stone attempted to charge my card 3 times in one day.  My credit card company has been told to reject the attempts from Rosetta Stone.  I find the lack of professionalism from Rosetta Stone disheartening.  
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]

Hello,
34, 34); background-color: rgb(255, 255, 255);"> 
[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

302 of 397  
 
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Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].
Inbox
x 
Revdex.com of Metro Washington DC
Sep 26
to me 
---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Thu, Sep 25, 2014 at 6:27 PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].
To: [email protected]
I see the reports says see attachment, however I don't have a link for an attachment.  Are you able to send me the attachment or copy and paste what it says.  This company has been playing a lot of games and I want to be sure there isn't an attachment before rejecting their response.
Thank you,
[redacted]
On Thu, Sep 25, 2014 at 6:03 PM, <[email protected]> wrote:
You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted]. Please click on the link below to access the online dispute resolution web site and read this message. 
Click Here to view the complaint

[redacted] filed a complaint identified by the...

above
referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) after not being
refunded for his returned product.
Upon receipt of this complaint, we initiated an internal
inquiry and found that [redacted] tracking number did in fact indicate that
the product was returned to our warehouse.  Our records indicate that we initiated a
refund for the customer on January 30, 2015. We 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.
Respectfully
submitted,
Alicia
J[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 subscription. The 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 error. The error was corrected on March 5, 2016. 
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 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.

Dear [redacted],
arial; font-size: small;">[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.
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]

Re: [redacted]
sans-serif">
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]
Paralegal
Desk: ###-###-####

[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: again't do you actually not read the complaint. I DID call not 3 days after the initial order which is within your 30 day guarentee. I spoke to a representative not only that time who said that they had canceled my order I've called numerous times not only on the phone which I've got records of but online messegez as well to customer service for MONTHS. this should of been canceled on 3 says after the original order took place instead I've been bounced around and have had money stolen from my account because you did not keep your guarentee that easy. Refund my total amount like I've been calling and asking for for months or I will have no other choice than to contact my bank.
Regards,
[redacted]

[redacted] filed a
complaint identified by the above referenced case number against Rosetta Stone
Ltd. (“Rosetta Stone”) stating his desire to return his Rosetta Stone Language
Learning software he purchased in...

September of 2014.
Upon receipt of this
complaint, we immediately conducted an internal investigation and found that out
first record of contact from [redacted] is December 3, 2014. This was two months
from his date of purchase and outside of our 30 day money back guarantee.
However, due to the particular circumstances of the case, Rosetta Stone has
made the decision to honor [redacted]’s desire for a refund. One of our representatives has reached out to
[redacted] via e-mail with instructions for returning 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]

[redacted],
0.0001pt;">[redacted] filed a
complaint identified by the above referenced case number against Rosetta Stone
Ltd. (“Rosetta Stone”) regarding his desire to cancel his online TOTALe
subscription that he has utilized since February of 2012.
Upon receipt of this
complaint, our customer care department initiated an internal investigation. We
unfortunately found no record of [redacted] contacting us regarding his
desire to cancel his subscription. We would like to point out that Rosetta Stone does offer our subscribers the ability to
manage, and even cancel their accounts, through various means including within
the actual product.
Our customer care
department has reached out to [redacted] to inform him that we have
cancelled his subscription per his request and our records no longer reflect
any monies due to Rosetta Stone. We 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.
Respectfully
submitted,
[redacted]

Ordered Rosetta Stone, downloaded all five levels. There was no confirmation email and had I not made a screen capture I would not have had the activation code. Contacted 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 200 more per user/phone. I tried contacting tech support via chat and email..no response. I eventually asked for a refund which they tried to deny. They told me the product was on my computer and wanted me to perform several steps and send deactivations codes, etc. After several emails arguing with them and telling them it was not on any of my devices (at all), they did give the refund (in 7-10 business days they say). I will never deal with this company again. Very 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 repeatedly. I only paid 158 for all 5 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 company. I cannot recommend buying the downloadable software, or dealing with this company in any way if you plan on using their online or app services. Maybe the stand alone CD is better? I don't know.

[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]

Mr. [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 difference...

of purchase price after Rosetta Stone
lowered the price of our product during a promotion.
Rosetta Stone offers a 30 day price match guarantee as
well as a 30 day refund policy. The customer must contact us within that 30 day
window in order for us to process the refund. Unfortunately, Mr. [redacted] was
outside of this 30 day window on December 28, 2014 when he requested a partial refund
to price match a later promotion.
We 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.
Respectfully
submitted,
Alicia
J[redacted]

[redacted] filed a complaint identified by
the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”)
regarding the error code she was receiving when attempting to download...

her
subscription to the Rosetta
Stone TOTALe online language-learning program.
Upon receipt of this complaint, we were
informed that our highest level of product support had reached out to [redacted] directly. The issue causing the error code was corrected during the
course of the call, but [redacted] still requested a refund. We have entered a
refund request for [redacted] in the amount of $57.68  and it will process as soon as [redacted]
deactivates her program per the instructions in an email from our customer
care department.
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]