Seacret Spa

[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.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. The company has already processed and deposited the refund in my account.

Regards,[redacted]

Revdex.com ([redacted], AZ) 
[redacted] 

[redacted], AZ [redacted]

 
Re:  Complaint ID [redacted]

Dear Sir or Madam:

In response to email of [redacted] representing Seacret Spa LLC, hereinafter referred to as “Seacret,” forwarded to me on June 6, 2014 by the Revdex.com of Phoenix, AZ, hereinafter referred to as “Revdex.com,” I declare as follows: 

Seacret has set forth false and misleading information in its above-mentioned email to Revdex.com, including, but not limited to, the following:
1. The date of my online purchase of Seacret’s products was April 13, 2014, as shown in the Purchase Confirmation Email attached hereto, contrary to Seacret’s account (Paragraph 2) in its email to Revdex.com that it was April 14, 2014.  The products purchased are listed below in Paragraph 4 and are set forth in “EXHIBIT 2,” referred to below in Paragraph 4.

 

2. In the second paragraph of Seacret’s email to Revdex.com, referring to Seacret’s shipment to me of the four (4) products, Seacret states: 

“This order was shipped via [redacted] tracking number [redacted] and weighed 6 lbs. and was received by Ms. [redacted].”  

 

 
Research proves Seacret’s alleged [redacted] tracking number [redacted] to be bogus and nonexistent, in other words, a falsification!   
“EXHIBIT 1,” attached hereto and made a part hereof by this reference, is a photographic copy from the website of [redacted] Priority Mail - [redacted].com, which clearly states:  “Your search - [redacted] tracking number [redacted] - did not match any documents.”  A further search for said tracking number with [redacted] shows:  “No record of this tracking number can be found.” And [redacted] states “[redacted] could not locate the shipment details for your request.”

3. Further in paragraph two of its email to Revdex.com, Seacret states:  “This order…” [containing the 4 products ordered from Seacret] “…weighed 6 lbs.” 
Impossible!  If that were true, Seacret is stating that the weight of its package of 4 products sent to me weighed 96 oz. (6 lbs) or 24 oz for each product.  That would be 2 lbs per product.  That’s ludicrous!  Not one of the products I purchased came close to weighing two (2) pounds! 

 
4. “EXHIBIT 2,” attached hereto and made a part hereof by this reference, is the April 13, 2014 Purchase Confirmation Email received from Seacret, which lists the products included in my Order numbered 36474, proves that Seacret’s package sent to me could not possibly have weighed 6 pounds, as the following indicates:

a. Age Defying REFRESH Vitamin-Rich Moisturizer- 1.7 FL.OZ $249.95

b. Age Defying REVIVE Eye Serum -  1.7 FL.OZ $249.95

c. Mud Soap  -   4.4 FL.OZ $  14.95

d. Intensive Moisture Night Cream -   1.7 FL.OZ $  79.95

TOTAL: 9.5 FL.OZ TOTAL: $594.80

 
Due to the fact that Seacret has shown Revdex.com no proof that its package of products sent to me weighed 6 lbs, and to be fair here, since the above products total 9.5 FL. [fluid] OZ, it is estimated that the net weight of the package containing the 4 boxed products weighed no more than a total of 2 lbs.

 
5. COMPLETE CONTRADICTION:   In the second paragraph of its email to Revdex.com, Seacret claims the package sent to me weighed 6 lbs, but in its very next (third) paragraph,  Seacret states, and I quote: 

 
“Ms. [redacted] shipped back to Seacret Spa LLC with [redacted] Tracking Number [redacted] - a package with a weight of 1.11 lb [emphasis added] as verified by [redacted] a federal regulated shipping company.  This weight corresponds to the box containing the Age-Defying Refresh Vitamin-Rich Moisturizer.  Had the box returned to Seacret Spa LLC contained all the items that Ms. [redacted] says she placed in the box then the box would have a minimum weight of 3 times this weight as evidenced by the actual weight of each product.” 

 
In other words, Seacret alleges that 3 boxes x 1.11 lbs equals 3.33 lbs.  In that case, 4 boxes x 1.11 lbs would equal 4.44 lbs.   This is not even close to the 6 lbs that Seacret claims 4 products would weigh, as alleged in Paragraph 2 of Seacret’s email to Revdex.com.  Seacret needs to get its facts straight! 

 
6. On April 21, 2014, I returned to Seacret for a full refund 3 out of the 4 products sent me; namely, the Age Defying REFRESH Vitamin-Rich Moisturizer, the Age Defying REVIVE Eye Serum, and the Intensive Moistre Night Cream.  This entire package containing the 3 products weighed 1.66 lbs, as set forth in Paragraph 7 below.

 
7. “EXHIBIT 3,” attached hereto and made a part hereof, is a copy of my [redacted] Priority Mail Shipment Receipt, dated Monday, April 21, 2014, with [redacted] Tracking Number [redacted], distinctly showing the actual weight of the package containing the 3 boxed products I returned to Seacret April 21, 2014,  to be “1.66 LBS.”  or 26.5 ounces.   
Roughly, that’s over 8 ounces for each product I returned.  
Now, Seacret claims it only received one product.  If that were the case, one product would weigh over 8 ounces, or one-half pound.  That is ludicrous!  Not one of the products I purchased came close to weighing 1/2 pound! 

 
It would be most helpful if Revdex.com of Phoenix, AZ, could procure the same 3 products, listed above in Paragraph 1, that I purchased from Seacret Spa LLC also in Phoenix, AZ, and weigh the products to determine the total weight for itself in order to see what the correct weight is.

 

 
CONCLUSION :   It would appear from the evidence presented above, that Seacret has not provided Revdex.com nor me with a true account of the facts.

 
What is most ironic is that Seacret claims on its website:

 

“As our business is based on honesty and integrity, we appreciate and expect the same from our customers.”
It is suggested that Revdex.com investigate as to why a business such as Seacret Spa LLC lies to its customers and retains the refunds to which the customers are entitled.  There are similar complaints filed with Revdex.com against Seacret regarding refunds to customers, is this “business as usual” for Seacret? 

 
Seacret, as an honorable and trustworthy business, has a responsibility to me, as a respected customer, to honor its Refund Policy set forth on its website, and to credit my [redacted]l account with a full refund of $329.90 for all three (3) products returned to Seacret on May 21, 2014.
I acknowledge receipt from Seacret the amount of $249.95, as a partial refund of the $594.80 total and credited to my [redacted]l Account, leaving a balance of $329.90 owed to my [redacted]l account.

 
If Seacret is willing to give me a “gift” of “a one-time credit for products in the amount of $329.90” (the amount of the returned two products in question) as Seacret states in the next to last and last paragraphs in its email to Revdex.com, then why doesn’t Seacret credit that same $329.90 to my [redacted]l Account?  The cost of the 2 products ($329.90), is the same amount of the credit Seacret proposes to “gift” me.  

 
The credit $329.90 to my [redacted]l Account is the only lawfully correct way to solve this matter.

 

Sincerely,

 

 

Complaint ID [redacted], filed May 22, 2014

Revdex.com of Arizona

 

<EXHIBITS-1-2-3.pdf>

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

As previously stated Seacret Spa LLC provides superior

customer service.  Furthermore, Seacret

Spa LLC is more interested in customer service than a “he said – she said”

conversation.

 

Seacret Spa LLC did not receive back the products that Ms.

[redacted] states she sent back and this is supported by the package weight sent

by Ms. [redacted] through the [redacted] – a federally regulated agency.

 

To date, although we have not received the product back we

have offered Ms. [redacted] a credit for the amount of the product to be used on a

future purchase.  Ms. [redacted] asserts

that she wants the monies returned to her. 

 

As the products have not been returned to Seacret Spa LLC it

is challenging to reach a resolution. 

 

Our final offer to Ms. [redacted] – to abide by Revdex.com Guidelines –

is to take the $329.90 that Ms. [redacted] feels she is owed and we will credit

her pay pal account with 50% or $164.95 and the remaining 50% or $164.95 may be

used as a credit for a one-time purchase.

 

Again, Seacret Spa LLC is working with the Revdex.com to reach a

comfortable resolution with the customer however; this is now a loss to Seacret

Spa LLC as financial monies are now being paid on products that are not in the

possession of Seacret Spa LLC.

 

Sincerely,

 

I spoke with this customer directly.  The customer was advised that Kiosks are independent resellers and therefore may set their own prices, guarantees, warranties, etc.  This is between the customer and the reseller.  The customer advised that this product was purchased 2 years ago....

 Customer was advised that this scent (vanilla & coconut) has not been in production for over 18 months.  Once a product is opened we advise that after 6 months to discontinue use of product as it is considered expired.  Customer was advised to not use this product any longer due to its age.  In the complaint customer advises he made purchase for his daughter yet he states that he is the one using the product as stated later in the email.Attached is our Nail Buffer Warranty posted on our website: [redacted]It is unfortunate that this customer fees he was treated rudely, there was never any intention.This product was purchased almost 2 years ago and as the customer was advised any prices, guarantees, warranties, etc. are between the customer and the reseller.  SEACRET has a policy as posted on our website but the customer is beyond the time period and does not have a receipt.The customer has been advised that there is no further recourse required by SEACRET at this time.Sincerely,[redacted]VP Specialty Leasing

Attached please find the following documents: - Order Details of the online order placed by [redacted] USPS Delivery Confirmation of Package; Two email correspondence sent to [redacted] regarding the order and shipping.  The United States Postal Service - a government regulated agency -...

has provided documentation that the package was delivered to the address provided by [redacted].  In 2 different emails [redacted] was advised to contact the local USPS office in regard to the package.  USPS advises that they have not been contacted by the Consignee nor has a claim been filed against the "missing" package.  Seacret Spa LLC fulfilled the order as well as shipped with a federally regulated government agency that shows delivery of the package to the address provided by the Consignee.  The Consignee has not followed up with the USPS but is asking for a refund.  [redacted] needs to open a claim with the USPS regarding the package and the concern of Seacret Spa at this time is that [redacted] has been advised to contact USPS and has chosen not to. 
Seacret Spa LLC will not issue a refund for this order as it was delivered.  Any additional inquiries regarding this order should be directed to the USPS with the tracking number provided to [redacted].
 
Sincerely,
 
Susan B[redacted]
VP Specialty Retail
Seacret Spa LLC

[redacted]   [redacted]

Ms. [redacted]'s additional credit back to her PayPal account is in process - we were out of the office for the holiday weekend.

To use the one-time product credit please advise Ms. [redacted] to call [redacted] at ###-###-#### and she will process her order.  Please remind Ms. [redacted] that this is a one-time product credit only.

Thank you

Good Morning,Thank you for allowing us to reply to this complaint.  Our number one Core Value is to “deliver a world class customer experience” and we take these complaints seriously.  After reviewing the account, I see that the customer made a purchase on May 18, 2014...

(SO#[redacted]).  At that time, our customer was placed on a monthly order program to have the convenience of receiving these products (or any products chosen) each month without having to order each month.  The first monthly order was shipped on June 18 (SO#[redacted]), the next on July 18 (SO#[redacted]), and the last on August 18 (SO#[redacted]).  All orders were shipped to the address provided on signup.  Ms. [redacted] emailed our Customer Care Department on August 27 requesting that her account be cancelled, which we did on August 29.  As a courtesy to our mutual customer, I have directed our Accounting Team to process full refunds for the three orders (from June, July, and August), and she can keep the products in the name of good customer service.  Once again, SEACRET strives to deliver a world class customer experience.  We apologize that Ms. [redacted] did not experience that same experience and we hope to have her back as acustomer in the future!Regards,[redacted], MMManager - Agent Support SEACRET™

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

The site has a "warranty" for only the hand care kit now. There's no "warranty" on anything else on the site. There s no expiration dates like they claim they have now. A quick written site installed warranty not on the box and not shown at time of sale hardly covers when the salesman FOR THE COMPANY tells you something completely different. I cant believe a company could not be concerned with customer satisfaction. Selling a kit for 69.99 plus tax and still fights to send out a couple items that cost them a few dollars to produce. Clearly a person contacting the Revdex.com is feeling wronged and as an businessman myself giving pennies back on dollars for a satisfied customer to buy again is just good business. Hopefully the Bureau will see and agree with that.

Review: I bought my daughter as a gift a Seacret Nail care collection kit for $69.99. The kit came with a cheap made file (foam & sand paper), a buffing block (foam with different pads glued to), cuticle oil, and body lotion. First they gave me the wrong kit, I asked for an island scent kit and ended up finding out when my daughter received it we got coconut. I let it go as we had the stuff that was of importance. When purchasing the kit again for 69.99 plus tax I was told it was a great value b/c if the nail file or buffing block were to ever wear out or fall apart they would send me new with just a phone call for life. Ive now had the product for around 2 years still in its original package and have used maybe 12 times times more realistic would be 8 to 10. the file has fallen completely apart and the buffing block doesn't do anything. I made a note of the warranty as I was standing there and bought it and stuck inside the box... The whole reason I bought into the kit was because of the access to the file and buffing block for the years to come. The cuticle oil and body lotion I was told I would have to pay for throughout the use which was fine I have all the contact information for the company. The kit was bought at a kiosk at the [redacted]. When I called for the replacement of these 2 items the lady said sir let me get you to the v.p. of sales and you can go over it with her. After some wait she reached the phone and was rude to start. Told me she used a "bucket" of the body lotion a month and a 1fl. oz cuticle oil every 2 weeks that these should be more then used up... YOU ONLY PUT I TINY AMOUNT ON this is a hand care kit I don't know if shes bathing it this stuff or what? I explained we ve only used the kit maybe up to 12 times and the file had fallen apart. I explained I had plenty of the cuticle oil and body lotion left and she said well you should throw the kit away...even though I was told there is no expiration date on these items she said all things should not be used after a few months... ????What???? nothing has an expiration date and then she said we only do something for customers within a year from purchase and you ve had this kit at least 18 months. I explained what I was told and how I wrote it down and everything. She very rudely went on about how its too bad. She then went on to tell me they don't do anything with kits bought anywhere but from them. As an owner of multiple companies I know when I give rights to someone to sell my product as the main distributor I am giving the same warranty on those products and the sales people Im giving that right to are selling for me...I have to make good on what they sell and the sale they made. They are selling for me, my product, and if they say this is what you get I have to warranty that. I want the same here. If they don't want to warranty their products that they give permission to someone to sell then they shouldn't give permission to sell their products and/or discuss warranty and sales.Desired Settlement: I would like 1 of any of the following to happen; send me a minimum of 3 buffing blocks & files ( 3 so I don't have to deal with it again I will feel at this point that is a fair "lifetime" replacement).

or a full merchandise refund (full for the fact they gave permission for false advertising and wont warranty the sale) as there is no expiration or warranty anywhere and the V.P. has now explained the product I understood had no expiration now "should be thrown away". As we would have used clearly before a 'expiration date" had we known we had to.

Business

Response:

I spoke with this customer directly. The customer was advised that Kiosks are independent resellers and therefore may set their own prices, guarantees, warranties, etc. This is between the customer and the reseller. The customer advised that this product was purchased 2 years ago. Customer was advised that this scent (vanilla & coconut) has not been in production for over 18 months. Once a product is opened we advise that after 6 months to discontinue use of product as it is considered expired. Customer was advised to not use this product any longer due to its age. In the complaint customer advises he made purchase for his daughter yet he states that he is the one using the product as stated later in the email.Attached is our Nail Buffer Warranty posted on our website: [redacted]It is unfortunate that this customer fees he was treated rudely, there was never any intention.This product was purchased almost 2 years ago and as the customer was advised any prices, guarantees, warranties, etc. are between the customer and the reseller. SEACRET has a policy as posted on our website but the customer is beyond the time period and does not have a receipt.The customer has been advised that there is no further recourse required by SEACRET at this time.Sincerely,[redacted]VP Specialty Leasing

Consumer

Response:

The site has a "warranty" for only the hand care kit now. There's no "warranty" on anything else on the site. There s no expiration dates like they claim they have now. A quick written site installed warranty not on the box and not shown at time of sale hardly covers when the salesman FOR THE COMPANY tells you something completely different. I cant believe a company could not be concerned with customer satisfaction. Selling a kit for 69.99 plus tax and still fights to send out a couple items that cost them a few dollars to produce. Clearly a person contacting the Revdex.com is feeling wronged and as an businessman myself giving pennies back on dollars for a satisfied customer to buy again is just good business. Hopefully the Bureau will see and agree with that.

Business

Response:

We here at SEACRET believe customer service to be our number one priority at all times. Our posted polices, procedures, warranties and guarantees have been clearly posted since the inception of the company (as previously attached).Two years after the original purchase (without proof of purchase) Mr. [redacted] feels he has been wronged and although it is completely against our company policy we will do our best to accommodate his request.Therefore, upon receipt of an address for Mr. [redacted] we will send him 3 buffing blocks and 3 nail files. Upon receipt of these items we at SEACRET consider this matter closed with no further action available.Going forward, if Mr. [redacted] desires to purchase any additional SEACRET products we recommend that the purchases be done directly through our website at [redacted]. All company policies and procedures will be strictly adhered to for any future purchases. Additionally, we wish to remind Mr. [redacted] that Kiosks are operated by independent resellers and prices, guarantees, warranties, etc. are between the customer and the reseller. SEACRET SPA LLC is not liable for anything between the reseller and the customer.Lastly, Mr. [redacted] should once again look at the bottle of lotion he received with his original purchase as on the back it does advise of a 12 month expiration.Sincerely,[redacted]

Review: On 4/24/14 I got an unauthorized charge on my debit account by Seacret for $84.74. I immediately contacted the customer service line (with very long hold/wait time) and asked to have the order canceled and refund my money. I was told that the order could not be canceled without paying a penalty fee and that I needed to wait 2-3 weeks for my package to arrive and then return it within 30 days unopened. At that time my refund would be processed.

I returned the package within 30 days (I was forced to pay a return shipping fee of $14) and waited, however the refund was never processed. I contacted the customer service line again (again with very long hold/wait times) and was told that my return package was received on 5/20/14, however their accounting department will need 2-4 weeks to process the electronic refund to my debit account. I expressed my concerns about this misleading practice by a retail business. I was put on hold and then the customer service representative returned and stated that she spoke with the account department and my refund was "miraculously" processed in that moment and that they resolved the issue. I immediately checked my bank account and no refund was issued. It seemed that the message that my refund was just processed was a tactic to get me off the phone. I spoke to a supervisor who was very rude and she stated that the previous representative was wrong and that the refund was processed and this was now my bank's issue and I should wait 2-3 days for the bank to issue the refund, which I know to be untrue because my bank does not have a wait time for electronic transactions and refunds.

I still have not received the refund and I believe that the Seacret busniness practices are misleading and fraudulent with the intention of scaming the customer into paying for unwanted fees and products.Desired Settlement: I want $98.74 refunded to my debit account ($84.74 purchase refund, $14 shipping fee paid/not covered by the Seacret policy/practices)I still have not received the refund and I believe that the Seacret busniness practices are misleading and fraudulent with the intention of scaming the customer into paying for unwanted fees and products. I believe the following practices are meant to "scam" customers:

-using customers debit information to make unauthorized purchases

-customer service phone line have long wait times (sometimes up to 30 mins) before speaking with someone that will determine them from seeking a resolution and/or refund.

-misleading refund policies that are not communicated well to customers and have long waiting periods for refunds to process.

-shipping practices that do not have systems in place to cover the shipping return charges when an order was made in error by the Seacret company.

-poor customer service practices that do not demonstrate clear and consistent business practices and policies among staff and supervisors.

-Other customers in my area have also reported the same issues with unauthorized orders and issues with customer service and refunds.

Business

Response:

Seacret Spa is sorry to hear of this incident and sincerely apologizes for any misunderstandings and inconveniences. The following credits have been issued to your credit card. On May 23, 2014 – a credit in the amount of $75.99 On May 28, 22014 – a credit in the amount of $8.75 On May 28, 2014 – a credit in the amount of $14.00 Total credits issued back to your credit card are $98.74 – this includes the amount previously charged to your card as well as the $14.00 shipping charge you incurred. At this time Seacret Spa considers this a closed matter. Sincerely,[redacted]

Review: I never received my mud soap. I contacted customer service and was transferred to a rather atrocious agent named Susan, who refused to refund me claiming that because the item has been marked as delivered, their is nothing she is willing to do.Desired Settlement: I simply want a refund of the money I paid, including shipping.

Business

Response:

Attached please find the following documents: - Order Details of the online order placed by [redacted] USPS Delivery Confirmation of Package; Two email correspondence sent to [redacted] regarding the order and shipping. The United States Postal Service - a government regulated agency - has provided documentation that the package was delivered to the address provided by [redacted]. In 2 different emails [redacted] was advised to contact the local USPS office in regard to the package. USPS advises that they have not been contacted by the Consignee nor has a claim been filed against the "missing" package. Seacret Spa LLC fulfilled the order as well as shipped with a federally regulated government agency that shows delivery of the package to the address provided by the Consignee. The Consignee has not followed up with the USPS but is asking for a refund. [redacted] needs to open a claim with the USPS regarding the package and the concern of Seacret Spa at this time is that [redacted] has been advised to contact USPS and has chosen not to. Seacret Spa LLC will not issue a refund for this order as it was delivered. Any additional inquiries regarding this order should be directed to the USPS with the tracking number provided to [redacted]. Sincerely, Susan B[redacted]VP Specialty RetailSeacret Spa LLC[redacted]

Review: While on vacation my husband purchased a nail care kit by Seacret at [redacted] in New Orleans, LA on July 2, 2014 as a gift to me. The kit was demonstrated on my husband. Upon returning home I used the product for the first time, the pad scored, and the lotion made my skin irritated and brake out. I emailed, [email protected], and requested a refund. [redacted], Asst. VP Specialty Retail responded to my email saying I need to call [redacted] @ ###-###-####. Telephoned [redacted] that day and left a message, telephoned again the next day, [redacted] said to return the product to the place of purchase and they would replace it. I informed [redacted] that I live in Virginia and I did not want the product replaced I wanted a refund. [redacted] said I had already used the product and she could not resell it so she would not give me a refund. [redacted] said it would not be a good deal for either one of us. [redacted] said if I brought the product in she could replace it with another product. I explained to her that I did not want another product that I was dissatisfied with the product. [redacted] said she would contact the home office to discuss it. Have not heard back from [redacted] or anyone from Seacret.Desired Settlement: Refund check in the amount of $65.70

Business

Response:

Seacret Spa LLC will always provide superior customer service.

In order to be able to assist this customer and resolve the issue. Please have the customer provide a copy of the receipt of purchase as well as a picture of the product.

Sincerely,

Business

Response:

In regard to Revdex.com ID # 10139388, Seacret Spa LLC would like to submit the following response.

The receipt provided by the customer clearly state “NO Refunds. Exchanges within 14 days.” Per Ms. Smith’s email, Noa, the operator of Seacret at Riverwalk Marketplace complied with the policy posted on the receipt and offered an exchange.

Additionally, Ms. Smith states that she has opened and used the product purchased. Due to health code issues we are unable to return an opened product.

Based on the receipt that clearly states “No Refunds” and the conversation between Noa and Ms. Smith that an offer of exchange was made and declined, Seacret Spa LLC considers this a closed matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

How could I know if the product worked as promised if I did not open the package and try the product?

Regards,

Business

Response:

As previously stated the receipt clearly states: “NO

Refunds, Exchanges with 14 days.”

[redacted] was offered an exchange by [redacted], the operator of

Seacret at [redacted] within the 14 days stated on the receipt.

[redacted] has opened and used the product purchased. Seacret is unable to accept a return as it

has been opened and therefore a return would be a health code violation.

[redacted] is asking for her money back on a product that

cannot be returned. Additionally, **.

[redacted] was offered an exchange per the policy clearly printed on her receipt –

[redacted] chose not to take this option.

Based on all the facts associated with this situation it is

clear that [redacted] is unhappy with the product. However, [redacted] made the purchase and

chose not to exchange as offered and clearly posted on the receipt. Seacret cannot take back an opened product

and therefore the request for a refund cannot be accommodated.

I would like to make it very clear that Seacret has complied

with the policy posted on the receipt – this course of action was declined by

[redacted].

Seacret strives for excellence in customer service and we

believe that in following and supporting the posted policy this has been

achieved. [redacted]’s discontent is duly

noted however refunding money in this situation is not the appropriate action

as all procedures and guidelines have been followed.

Review: I attended a "spa party" at a friend's house where they were selling Seacret skin products. At the end of the party, I purchased what I thought was a starter package. When I received the products I had purchased, I also received an separate shipment of products that I didn't order, and they credited my account $68.72. I talked to my friend and we exchanged product for product and called it even. She called the company and had them take me off their system.

A month later, I received another shipment and another credit of $62.72 which my friend said she was going to buy off of me. At that time she called Seacret and told them to take me off their system which they assured her they had done. A month later, I received another shipment which unopened I returned to the company, and they credited $63.73. A month later I received ANOTHER package, and a credit of $63.73.

Livid I called their headquarters and was told that I was on an auto-shipment. Something I hadn't authorized. I told them I wanted my money back, and was told the reason I hadn't gotten a refund for the shipment I had returned to sender was that I refused the package and didn't have an RMA for it. They gave me an RMA for the last shipment I received and was told that I would get refunded for the last two shipments. I should've gotten a refund for the total of $127.46. They refunded the amount of $98.86 claiming a restocking fee of $28.50.Desired Settlement: I want a refund of $28.50.

Business

Response:

A refund in the amount requested has been processed. Please allow 5-7 business days to see this on your account.Seacret Spa LLC apologizes for this unfortunate incident and wants the customer to know that no further charges will be incurred.Sincerely,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. The company has already processed and deposited the refund in my account.

Regards,

Review: I want Seacret Spa LLC to credit my [redacted] credit card with a full refund. Seacret's Customer Service personnel, in my telephone call to them on or about April 18, 2014, instructed me to return to them for a full refund of $579.85 three (3) unused Seacret face cream/serum products in their original, unopened condition and packaging along with the original purchase receipt. I was told that I did not need a Returned Goods Authorization (RGA) as set forth on Seacret's website. I returned the 3 items as specified and instructed. The [redacted] Shipping Receipt shows the packaged 3 items weighed 1.66 lbs, or 26.5 ounces.

Seacret's Customer Service claims they received only one item [approx 2 ounces] and thus credited my [redacted] for only $249.95, instead of $579.85. They refuse to refund the remaining $329.90 for the two (2) other products I sent back, claiming they did not receive them and that the returned package did not weigh enough for 3 products. They are implying then that the one product they received weighs more than l.50 pounds out of a package weighing a total of 1.66 pounds. Personnel in Seacret's warehouse and Customer Service Dept. are telling me a lie!

After numerous emails to try to settle the matter of my full refund, Seacret is now offering me a 'one-time only' credit to purchase its products. I DON'T WANT Seacret's products! That's why I sent them back. I WANT A FULL REFUND of $329.90 credited to my [redacted] credit card, pursuant to its Refund Policy!Desired Settlement: Seacret has a responsibility to honor its Refund Policy on its website and Customer Service personnel's statement to me, i.e., that if I returned the three (3) face products as specified* and instructed, they would send me a full refund of $579.85.

Therefore, the desIred outcome, and what I expect, is that Seacret credit my [redacted] credit card my remaining refund of $329.90, ($579.85 less $249.95 already credited).

*unused products in their original, unopened condition and packaging with original purchase receipt

Business

Response:

To Whom It May Concern:

Seacret Spa LLC is concerned with this complaint filed through the Revdex.com and

wishes to file the following information.

On April 14, 2014 customer [redacted] placed an online order thru www.[redacted].com. The order

included the following items: Age-Defying Refresh Vitamin-Rich Moisturizer

($249.95); Age-Defying Revive Eye Serum ($249.95); Mud Soap ($14.95); and

Intensive Moisture Night Cream ($79.95). Total for the order was $594.80

with free shipping and the order was paid online via [redacted]l. This

order was shipped via [redacted] tracking number [redacted]and weighed 6

lbs. and was received by Ms. [redacted].

Ms. [redacted] shipped back to Seacret Spa LLC with [redacted] Tracking Number

[redacted] - a package with a weight of 1.11 lb as verified by [redacted]

a federal regulated shipping company. This weight corresponds to the box

containing the Age-Defying Refresh Vitamin-Rich Moisturizer. Had the box

returned to Seacret Spa LLC contained all the items that Ms. [redacted] says she

placed in the box then the box would have a minimum weight of 3 times this

weight as evidenced by the actual weight of each product.

Included in the return box with the Age-Defying Refresh Vitamin-Rich

Moisturizer was the attached paperwork. Please note that someone has

written next to each product what is supposedly being returned to Seacret Spa

LLC. Also note that although this is a copy it can be seen that there is

white-out used next to and underneath the handwriting of the Intensive Moisture

Night Cream.

Seacret Spa LLC has advised Ms. [redacted] of all of the above information.

Ms. [redacted]'s [redacted]l account was credited for the product she shipped back -

Age-Defying Refresh Vitamin-Rich Moisturizer for $249.95.

As Seacret Spa LLC will always provide superior customer service - in addition

to the credit back to the [redacted]l account Ms. [redacted] has been given a one-time

credit for product in the amount of $329.90. Again, the products were

never received back as evidenced by the weight of a federal regulated shipping

agency of Ms. [redacted]'s choice. Although the products were never

received, Seacret Spa LLC is giving Ms. [redacted] a gift. To credit monies

back to Ms. [redacted]'s [redacted]l account for product she did not send back to Seacret

Spa LLC would be inappropriate. Rather, Seacret Spa LLC has gone above

and beyond "normal" customer service and has offered Ms. [redacted] a gift

in the amount she feels she is "owed" toward a future purchase.

Without the return of the product, Seacret Spa LLC cannot credit Ms. [redacted]'s

[redacted]l account.

Again - it was Ms. [redacted] that packed the return box and paid the shipping

charges - all that corresponds to this is the one item. Should Ms.

[redacted] choose not to avail herself to the generous one-time product credit we

have offered this is her choice. Seacret Spa LLC considers this a closed

matter unless Ms. [redacted] chooses to ship back any unused products that she has

purchased.

Sincerely,

?

Consumer

Response:

Revdex.com ([redacted], AZ)

Review: On 10/6/2014 Seacret Spa charged my credit card $69.71 for products I did not order or give authorization for. After numerous calls made to them to refund, and credit my card back eventually partial credit in the amount of $ 60.96 was processed on 11/20/14. I subsequently contacted the company to inquire about my full refund of 69.71 and was told by the representative and her supervisor that the difference was a shipping fee, and that returned merchandise is charged a shipping fee. The problem is I never ordered the products in the first place other than my initial order which transpired July 2014. (Which processed with no problem). Seacret Spa kept my card information on file and took it upon themselves to reorder their products for me without my knowledge or request. I feel Seacret Spa business practices are unethical, unfair, and I want the balance of my refund of $8.74. How dare they conduct business in this manner. BUYER BEWARE.Desired Settlement: I want the balance of my refund $8.74

Business

Response:

Thank you for reaching out to us to investigate this concern from our mutual customer. I have reviewed the account in question and see that Ms. [redacted] was signed up as a Preferred Customer on July 6, 2014 and the account was placed on the monthly autoship program. I see the following orders on his account:SO#[redacted] July 6, 2014 $64.74SO#[redacted] October 6, 2014 $69.71 Ms. [redacted] contacted us on November 5, 2014 requesting a refund for the October order. It appears that she had refused delivery of the order and it had not been returned to the warehouse as of that day. Our Team Member correctly advised that this was not the proper way to return product and we would need to wait until the product was processed at thewarehouse. Ms. [redacted] contacted us again on November 13, 2014 and the product still had not been received. As a gesture of good customer service, we approved a refund to be processed to the card even though the product had not been returned. This refund was processed on November 20, 2014. As it appears that Ms. [redacted] was signed up for this autoship program without her authorization. I have confirmed that all autoships have been cancelled, her credit card has been removed from the account, and I will request the balance of $8.75 be refunded as well. In typical return situations, the original shipping charges are not refundable, but I will makean exception in the name of good customer service. At Seacret, our number one Core Value is to “deliver a world class customer experience” and we hope to see Ms. [redacted] back in the future. Regards,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I ordered products from this company through one of their agents, using my credit card. I thought it strange when I receive the products there were no invoices included so I had no way of knowing what was charged to my credit card until I received my statement. After I received the final items that I had purchased, SEACRET began to send more of the same items that I had previously purchased, even though I had not placed another order; and still no invoice. First I called them, left a message for them to call me (still waiting for a call back) I was forced to cancel my credit card only to learn that for the month of July they had charged $79.00 and some change to my card and again on August 18, another $90.94 was charged to my card. I want my over charged money back! Because of this I had to cancel my card, wait for a new one, all doing a time when I need it the most. If they did this to me I am sure that it's been done to others as well.Desired Settlement: I want an apology for this headache and a FULL REFUND.

Business

Response:

Good Morning,Thank you for allowing us to reply to this complaint. Our number one Core Value is to “deliver a world class customer experience” and we take these complaints seriously. After reviewing the account, I see that the customer made a purchase on May 18, 2014 (SO#[redacted]). At that time, our customer was placed on a monthly order program to have the convenience of receiving these products (or any products chosen) each month without having to order each month. The first monthly order was shipped on June 18 (SO#[redacted]), the next on July 18 (SO#[redacted]), and the last on August 18 (SO#[redacted]). All orders were shipped to the address provided on signup. Ms. [redacted] emailed our Customer Care Department on August 27 requesting that her account be cancelled, which we did on August 29. As a courtesy to our mutual customer, I have directed our Accounting Team to process full refunds for the three orders (from June, July, and August), and she can keep the products in the name of good customer service. Once again, SEACRET strives to deliver a world class customer experience. We apologize that Ms. [redacted] did not experience that same experience and we hope to have her back as acustomer in the future!Regards,[redacted], MMManager - Agent Support SEACRET™

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I was verbally told a price. The sales associate told me to sign within a digital box on a screen and did not show me the price, then the physical receipt was printed and I saw the actual price. I confronted the sales associate with the discrepancy and he said the receipt price was correct. He proceed by pulling a sign out from behind the register stating that there are no returns accepted. I requested a refund for the difference, which he refused. I then requested a total refund because the price was not what I agreed on. He then started taking the product from my bag and grabbed other products and offered an exchange. I explained that this would not solve the problem since it was a pricing discrepancy. He would not refund or partially refund the sale.

Next I contacted my credit card to dispute the charge, however since there is no proof they cannot help me. Now I am requesting your help.Desired Settlement: I still have the unopened merchandise and would like to return it for a full refund.

Business

Response:

---------- Forwarded message ----------

From: Revdex.com of Metro DC and Eastern PA <[email protected]>

Date: Fri, Dec 20, 2013 at 10:30 AM

Subject: Fwd: Seacret spa- park city center

To: [redacted]

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Thu, Dec 19, 2013 at 5:19 PM

Subject: Seacret spa- park city center

To: [email protected]

complaint ID: [redacted]

Review: I stoppped at a kiosk at a mall in [redacted] PA -- I bought one set of products. They charged my card. I bought another set of products. They charged my card. I bought a third set and was told that the first two totals were removed and that the final total represented the total sale. When I got my statment I saw that all three charges were on it. I was also charged for products that I was told were free.Desired Settlement: I will return all unused products or would like the first two charges removed from my credit card.

Business

Response:

Hi how are you ?I am responding to a complaint regards to my business that occur on sep 27th in Seacret spa in the [redacted] center in [redacted].