Skin Logic Skin Care

Review: In mid Dec. 2014 I decided to try the skin logic & eye tensity products that I saw advertised on facebook. I understood that I had to pay for S&H only for these trial products. I didn't realize that I had gone past the 14 days & on Jan. 1, 2015 I noticed two charges in my bank account for $86.95 and $89.95. I called on Jan. 2, 2015 & reviewed this concern. I informed the company that I was unhappy with the product but also that I did not want any additional products. I wanted a full refund for items that were being sent to me. I was told that shipment of these new items was already processed therefore they could not stop shipment. I was further told that in order for me to receive full refund, I had to return these items & pay for S&H. Once they received them I would be granted a full refund of the figures I've provided in this description. I contacted the company on Jan. 29, 2015 & informed them that I never received the items that were suppose to be shipped to me. This customer service person informed me that there is no such thing. I had to return the trial items and would receive 50% refund. I explained over & over that I was told different information in my original call on Jan. 2. I was given absolutely no other option but to receive 50% of the charges & was never acknowledged for the wrong information being communicated to me from the representative on Jan. 2. Furthermore, after going back to the website to read the full agreement & terms it reads that after the 14 day trial, customers are automatically switched to regular customer & signed up for auto ship. Of which, autoship is activated at the first of each month. This indicates to me that a new shipment was being sent to me as an auto shipment. The trial offer never explained that the customer would be charged $86.95 and $89.95 after the 14 day trial for the original products. The advertisement indicates that you are charged only S&H for that trial product.Desired Settlement: I was told that I would receive a 100% refund of the two charges indicated above during my phone call on Jan. 2. But during my phone call on Jan. 29, I was told something entirely different. I refuse to pay $180.00 for something that 1) created a rash and itching 2) misinformation both on website and by phone representative and 3) terrible customer service.

Business

Response:

The consumer placed an order for a 14 day trial on both our products. When the consumer did not cancel within the 14 days, they were charged for the products per the terms and conditions on our checkout pages. The customer has received 50% refund on 1/29/14. We have canceled the consumer's account and will refund the remaining charges. The rep handling this transaction has been coached.

Review: The online ad stated the trial offer would cost $4.95 which was charged to my credit card. Nothing is mentioned in the ad that states if cancelled, the unused portion would have to be returned or we would have to pay full price of $89 for it. I received the order confirmation for the skin logic trial for $4.95 on March 28, 2015 At 12:22 PM. The product arrived several days later without any other information regarding an auto shipment agreement or an additional charge of $89.95 if not returned in 14 days. My credit card was charged this amount without prior authorization. I called the customer service number that was on the $4.95 confirmation and received the information was posted on their website and they would refund 15% of the cost of $89.95. Then after further discussion they offer a 50% refund. I did not agree with the $89.95 I agreed to receive a trial offer of $4.95. The customer service representative said that there was not a supervisor available to discuss it further and that she needed to help the next person on the line that is waiting. Meaning my money and time and complaint was not important. I was directed to mail back the item and then I would receive a full refund. Except the shipping and my mysterious $4.95 sample.Desired Settlement: Total refund of the amount charged to my credit card, plus shipping charges and the sample of the item or refund of the initial $4.95. Plus an apology from the company for the very poor customer service department on 4/11/2015.

Business

Response:

Review: The advertisement clearly states 4.95 shipping only for a FREE trial. 5 minutes after I placed my FREE trial offer I called to cancel because I read comments you need to buy another cream and use together to make it work. The call was re-routed to overseas. I asked to be trabpnsferred to the U.S. or a phone # in Santa Ana she refused to give me the information.

I was told 38.95 will be charged to my card and future orders cancelled, I said I don't know where the 38.95came from when he clearly stated free trial for 30 days since I canceled it within five minutes I never had 30 days to try the product she said she still charging my credit card 3895 this is absolutely a bait and switch and clearly false advertising.

In the United States the word free means you will not be charged anything a free 30 day trial means you have the right to see if it works for 30 days if not you said did back when you get a full refund considering it was free there would've been no refund to get. I should not be charged anything on my credit card the order had not been shipped yet it was only five minutes.Desired Settlement: I do not want the product to be sent to me if my free product has been sent I do not want my credit card to be charged 38.95 I have 30 days to send back which I will do the moment gets here I will refuse the shipment.

Business

Response:

Customer has already received a 15% refund on the current charges and continues to seek products without paying. Per the terms and agreement when she submitted her order, she signed up for a RISK-FREE trial that allowed her to try our

product risk free without pressure to purchase. If you did not cancel, on

the 14th day she submitted her order, she agreed that we would bill the retail price without further hassle and enroll into our monthly shipping. We have confirmed that the account has been canceled and engaged the customer to return the product for a full refund.

Review: I ordered a free sample from Skin Logic and paid $4.95 for S&H. Ten days after I received the free sample I found a charge of $89.95 on my credit card. I called and spoke to [redacted], and was told I had added the "order" to my account. When I told him I didn't have an account he said since I order the free sample, I had opened an account.

After much discussion about the issue [redacted] said if I would send the free sample back, he would refund the $89.95. I reminded him it was a FREE sample and I had payed the S&H. When I asked why I had to send the free sample back he didn't tell me why he just kept saying I would need to send the sample back in order to get a refund of the new order. After arguing with him about this and trying to make sense of it, [redacted] said he would send me a return number by email for a credit. He also said it would take 5-7 business days for the amount to show on my credit card.

His first email said my "subscription" had been cancelled and I would receive no further charges. The second included a return number for the purchase of the $89.95 charged on Nov 18, 2015. To date, I have not received that order and have not received a refund.

I called on Dec 2, 2015 as the amount had not been credited back to my card. [redacted], looked at the account and said he didn't know why the $89.95 had not been returned. He asked to put me on hold in order to talk to the accounting department. When he returned he said "give them a couple of hours and it will be returned". The $89.95 was not returned to my card at any time that day.

On Dec 3, 2015 I called , talked with Wendy, and was told they had not received the free sample and I would not get the refund of $89.95 unless the sample was returned. I told her what [redacted] had said and about the return number and she just repeated I would need to send the free sample back. I've had to start over trying to get my money back from a highly unethical company who stole my money.Desired Settlement: I would like a refund of my $89.95 and no other charges made on my card by Skin Logic. It would also be appropriate for others to know about their unethical business practices.

Business

Response:

Ms. [redacted],

We recently received your complaint # [redacted] from the RevDex.com regarding your Skin Logic account. I apologize but I am not able to assist you with any

orders you made with any companies other than ours. We

take complaints very seriously and we hope this response will provide you with

additional information. According to our records, we received your order on November

4, 2015.

The terms of the offer that you agreed to at the time of your

order clearly state that you were to have a trial period starting from the date

of your order in which you could cancel your account to avoid further charges.

The following was displayed directly next to where you entered your credit card

information:

By clicking the "Rush My Trial" button, you represent

that you are at least eighteen (18) years of age and have read and agreed to

the Terms and Conditions and Privacy Policy. Upon placing your order today

you’ll be shipped a 30 day supply of Skin Logic (Just Pay S&H of $4.95). If

you feel Skin Logic is not for you, cancel within 14 days from

today to avoid the purchase fee of $89.95 and enrollment in the auto-shipment

program which sends you 1 month supply every 30 days starting 30 days after

your trial period at the low price of $89.95 (+4.95 shipping) per month. You

will be charged on the same card provided today. For further information or to

cancel anytime, call (888) 959-6072. Please note that prepaid credit cards are

not accepted. Please use a valid [redacted], or [redacted] credit card or

debit card when purchasing.

When you ordered the product you also checked a box indicating

that you agreed to the terms of the offer. When a customer checks that box we

must assume that they have actually read what they are agreeing to. If there

was any confusion with the terms you could have called our customer service

team and they would have been happy to assist you.

Please note that we do not offer samples. We offer trial periods

and shipping charges are not refundable. We do not cover return shipping costs.

Since

we did not hear from you during your trial period, you were charged $89.95 on November

18, 2015.

Your account has been canceled and you have not received any

shipments or charges since then.

Your RMA number needs to be written on the outside of the shipping

package before you return your shipment.

Your RMA number is: [redacted]

You may return your shipment to:

Skin Logic Returns

P.O. Box 25380

Santa Ana, CA 92799

As a courtesy, we have issued you an immediate refund of $89.95

back to your credit card.

Thank you,

Customer Care Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. As you know, a business only has the integrity of those who own it or work there. They did refunded my $89.95, taking 19 days instead of the 5-7 as they had told me. Without your help I feel sure I would not have received it. Thank you again,

Review: Purchased skin logic skin care 1888-[redacted] and eyeyensive on 10-24-15 trial offer. Eye tensile 1888-[redacted] Cancelled both products 11-6-15 On same day my bank acct wascharged 89.95 and 86.95 respectively. Was told today by customer that trial period ended 11-4-15 and why charged large mount of money. Told small print when ordered product. I read everything and did not see this. Ordered on line. Thank youDesired Settlement: Would life account credited. Thought was trial offer. Customer service reps were not willing to rectify this.

Business

Response:

Ms. [redacted],

We recently received your complaint # [redacted] from the RevDex.com regarding your Skin Logic account. I apologize but I am not able to assist you with any

orders you made with any companies other than ours. We

take complaints very seriously and we hope this response will provide you with

additional information. According to our records, we received your order on October

22, 2015.

The terms of the offer that you agreed to at the time of your

order clearly state that you were to have a trial period starting from the date

of your order in which you could cancel your account to avoid further charges.

The following was displayed directly next to where you entered your credit card

information:

By clicking the "Rush My Trial" button, you represent

that you are at least eighteen (18) years of age and have read and agreed to

the Terms and Conditions and Privacy Policy. Upon placing your order today

you’ll be shipped a 30 day supply of Skin Logic (Just Pay S&H of $4.95). If

you feel Skin Logic is not for you, cancel within 14 days from

today to avoid the purchase fee of $89.95 and enrollment in the auto-shipment

program which sends you 1 month supply every 30 days starting 30 days after

your trial period at the low price of $89.95 (+4.95 shipping) per month. You

will be charged on the same card provided today. For further information or to

cancel anytime, call (888) [redacted]. Please note that prepaid credit cards are

not accepted. Please use a valid Visa, Mastercard, or Discover credit card or

debit card when purchasing.

When you ordered the product you also checked a box indicating

that you agreed to the terms of the offer. When a customer checks that box we

must assume that they have actually read what they are agreeing to. If there

was any confusion with the terms you could have called our customer service team

and they would have been happy to assist you.

Please note that we do not offer samples. We offer trial periods

and shipping charges are not refundable. We do not cover return shipping costs.

Since

we did not hear from you during your trial period, you were charged $89.95 on November

5, 2015.

Your account has been canceled and you have not received any

shipments or charges since then.

Your RMA number needs to be written on the outside of the shipping

package before you return your shipment. Your

product must be received back by December 10, 2015 in order to receive a

refund.

Your RMA number is: [redacted]

You may return your shipment to:

Skin Logic Returns

P.O. Box 25380

Santa Ana, CA 92799

Thank you,

Customer Care Team

Review: I ordered a product from both Skin Logic and Eyelastic at the same time. This was an ad I saw online. Agreed to try the product for 5.95 each. I did not agree to a recurring payment and more products being sent to me. After the product arrived, I assumed that was the end of it unless I ordered more. When I received my statement fromthe bank approximately a month later, I realized I had been charged an additional 86.95 and 89.95 for the two products. I called immediately and was told that it was past the 30 day return window. I explained that was upset aboutthe extra charged that weren't stated when I ordered online. The person also informed me that I had been charged another 86.95 and 89.95 for the next order. I told them I wanted the Shipments stopped as I did not agree to more shipments nor more charges. After calling many times and finally speaking to a supervisor, I was refunded for beset of charges, but am still out for 86.95 and 89.95 for the initial charges. They say itwa because itwas past the30 day window. First of all, I didn't know aboutthe charges until 30 days had passed, and more importantly, they scammed me because it never stated that more charges would follow. I only agreed to the two charges of 5.95 for a trial offer.Desired Settlement: I would like to be reimbursed for the two charges described above.

Business

Response:

Review: While on [redacted] I looked at an ad on the sidebar, featuring Katie Couric. It offered free skin product just pay shipping of $4.95 and $5.95 for both Eyeintensive and Skinlogistics. I was in AZ on vacation when I did this, January 2015. When I returned home in early March there were pkgs of the creams. I noticed my Visa was charged $86.95 and $89.95, I called the company and spoke to someone who could barely speak English. she refunded those amounts and cancelled my so called "membership". I offered to return the products and she said to keep them. They never did charge me the $4.95 and $5.95 in the ad, just the larger amounts. I was charged $92.90 and $94.90 on my next credit statement. I called again and this time I was told I didn't cancel soon enough in Jan. so they would not refund my money for Jan. The website I was on didn't say anything about a membership. That particular ad is no longer on [redacted].They have an ad on the internet NOW that has a button to accept their conditions, which includes a membership. I have found others on the internet that have had the same thing happen to them. I have been working with my bank and credit card company to get this resolved but so far no success.Desired Settlement: I would like the payments of $92.90 and $94.90. I am more than willing to pay the $4.95 and $5.95 shipping charges which I agreed to. I will return the product if they wish.

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.

Regards,

The ad on [redacted] stated FREE product just pay shipping, I did not authorize further shipments or any charges beyond the initial shipping charge. The ad did not ask for agreement to get continued shipments or charges. I offered to return product but was told to "keep it". Check the Internet websites especially [redacted] and you will see many others with the same complaints. The regular ad on the Internet asks for terms agreement but was NOT on the ad on [redacted].I will return 2nd product sent, I paid for shipping on first product which ad stated was free with that payment. I did not authorize any other use of my card beyond first shipping cost.

Review: Order a Trial Sample and was charged $86.95 and $89.95 for products. Requested a refund and customer service rep offer 15% of my money back, then 25%, 30% and 50%...I declined all offers and told them I would not except anything but 100% of my money back. Then was told I could have a 100% refund if I returned their product, which they indicated is the product not the sample that was advertised. I therefore, informed them that was false advertising of a sample (with in not to be returned, if not satisfied). All I do, is want my money refunded immediately.Desired Settlement: Immediate refund without any delays or excuses

Business

Response:

The consumer placed an order for a 14 day trial on both our products. When the consumer did not cancel within the 14 days, they were charged for the products per the terms and conditions on our checkout pages. The customer has since returned 1 of our products and received a full refund in the amount of $86.95 on 12/30/14. We have canceled the consumer's account and will refund the remaining charge of $89.95 for our other product that they received.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].I disagree with the response:1. I agreed to a trial sample....NOT a monthly product charge.2. I did cancel this within 14 days....the Business charge me 86.95 and 89.95.3. I returned both products (in the same package) with two separate Return Authorization numbers4. I received one refund in the amount of 86.95.Outrageous/false advertising....with incompetent call center ABROAD....absolutely horrible they cannot speak ENGLISH

Regards,

Business

Response:

Hello,

Review: I ordered a trial offer from Skin Logic. I ordered eyetensive.skin rejuvenation and skin logic cream for only the shipping charge. Nowhere on the webpage was any mention that I needed to contact the company in 14 days from receiving the product to avoid being charged for the trial offer and being enrolled in a monthly reoccurring shipment of the products. There was no mention of being automatically enrolled in the auto shipments. The cost of these products wasn't mentioned on the webpage. I was charged 86.95 and 89.95 in February for my " trial offer" and another 92.90 and 94.90 March 8th for my March shipment!!! I was totally misled.Desired Settlement: I would like 25% of what I've been charged refunded to my Discover card. Also, the company needs to be upfront about the cost of the products and what the consumers are getting themselves into.

Consumer

Response:

Dear [redacted], I can't come up with a company name. Skin Logic and Eyetensive Skin Rejuvination are all I have. When I received the products they came in separate padded envelopes; no invoice or any other papers were with them. I'm attaching the address labels from the envelopes.

Review: On Sunday, February 8, 2015 I placed and order for this product under the advertisement of a free trial. I read the testimonials and believed that this is a product I could benefit from. After selecting the button for the trial I was informed via the site that I would be charged shipping and handling 0f $4.95 and my credit card information was requested. After providing my credit card information I was sent an email for this product along with a second product that I did not order. The email contained information stating my credit card would be charged each month for a renewal of the product. At this point I went through the teleprompts to cancel the order. I then contacted the customer service number provided in the email. I spoke with a woman who said her name was [redacted]. I explained to [redacted] that I desired to cancel the order completely. [redacted] then stated that they would still send the product and I would need to return the items. Again stating that I wanted to cancel the order [redacted] continuously placed me on hold and would return to the phone with additional information about this company still sending me a product that I cancelled and shipping this product to my home. I requested to speak with a Supervisor several times and each time was placed on hold only for [redacted] to return stating no Supervisor was available.My next step was to call my bank who instructed me how to handle the situation. As of today my credit card has been charged with one product I did order and a second which was placed on my card that I did not order. This company has denied my right as a consumer to cancel a purchase. They have denied my request to not bill my credit card or ship the products to my home.Desired Settlement: I would like this company reported for false advertisement.I would like this company to not ship this product to my home.I would like this company to honor my request of cancellation.I would like this company to restore funds withdrawn from my bank account.

Business

Response:

Hello,