SkinCareRx

Customer order was put on hold due to gift with purchase being out of stock.  Company attempted to receive more free gift with purchases from Manufacturer but was unable.  Contacted customer 3 days after she placed her order to let her know we had to remove the free gift with purchase...

but would provide a $15 egift card. The $15 egift card can be used towards her next order.  Her order has shipped and will arrive within the next 4 days.

Hello,
 
Thank you for your inquiry.  We have spoken with this customer at length.  The package has been confirmed delivered via USPS and USPS tracer applied to the parcel confirms customers receipt.  Customer has confirmed she feels this parcel was stolen from her...

and has filed a police report.  We have extended to the customer a discount for $139.30 to be applied to her re purchase of this item.  The items full value is $199.00 we have offered the customer 60 days to take advantage of our generous offer in assisting her with replacing the item which the police department and USPS confirm was stolen from her.  She may contact us via telephone within 60 days to take advantage of this discount toward her repurchase of the item.   
Thank you

Hello,
 
Thank you for your inquiry.  We do apologize on behalf of our staff for not offering to contact USPS on your behalf.  We have submitted an electronic request for the USPS to follow up with you and your management office in regards to your...

delivered package.  The post office will contact you/your management company within 30 days.  USPS corporate office has confirmed via their GPS tracking system this package was delivered.  Our sincere hope is the postal representative will contact you or your management company to follow up with you in regards to this delivered package.   
Thank you

Hello,
 
Thank you for your email.  You may contact us directly through [email protected].  We are still currently awaiting a response from USPS in regards to this parcel and they have outlined it can take up to 21 business days for a full resolution.  
 
Thank you

I am so sorry we completely understand your frustration.  We have extended to you the store credit as promised to be applied as a discount to the repurchase of this item.  The store credit will remain available to you to apply to this purchase via telephone for 60 days as outlined on our website.  I do apologize again someone stole this item to you and we are happy to honor this offer for 60 days.  We are unable to extend any additional offer for a stolen item.  
 
Thank You

On Thu, Apr 10, 2014 at 12:45 PM, [redacted] <[redacted]> wrote:

Thank you for the recent letter.  Skincarerx was recently contacted by our third party return vendor regarding this customer’s rebate.  We emailed the customer to let her know we would be happy to honor...

the rebate and receipt of the payment could take up to 3 weeks.  The customer will receive her full rebate and should contact us directly if she has any issues with rebates in the future.

 

[redacted] | Director, Operations

SkinCareRX | [redacted] | [redacted]

Direct ###-###-#### |  Fax

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,

I don't accept the solution. In the email (as attached), SkincareRx gave the word that as long as a police report is given, I will receive a store credit. It's not I feel the parcel is stolen but they ask me to report the lost to the police. I think the company is not professional in following points: 1. The whole process is so complicated and needs a lot of effort from customer side such as contacting USPS (which cost me more than 45 minutes every time to wait in line), filing a claim, reporting to police and getting paper work by myself. And I can feel that they are trying to get rid of taking responsibility all the time. 2. Even though I spent a lot of time to do all as told, still I didn’t get what was promised earlier. 3. The customer service attitude is so bad. I was forced to accept an unfair solution immediately or I would lose more. The follow up email just proved the how unprofessional the team is. Other online stores will send another item or refund full price under this kind of circumstances.

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.

They did not contact me to let me know the product was out of stock. I contacted them 4 days after the order was placed and was then advised it was being held awaiting the free product promised. This is unacceptable. I should have been called within 24 hours and giving option to cancel. Unacceptable business practices. 

Regards,

Dear [redacted], 

Thank you for your inquiry.  Skincarerx sent an email response on 4-30-14 to you regarding your rebate.  Per the terms and conditions of our rebate program only one rebate can be submitted per invoice.  We received two rebate submissions for invoice...

[redacted].  The first submission we received was approved and you received a $39.98 check.  The second submission was denied which you reference in your compliant.  We would be happy to honor the second rebate as the amount due to you is $150.00.  We will deduct the amount you already received and mail you a check for $110.02.  Please allow up to 3 weeks to receive your payment.  Thank you, [redacted]

Hello,
 
Can you please provide the name and contact number for the representative who provided to you the information from USPS?  
Can you additionally provide the neighbors name and address who the USPS representative stated they delivered this parcel to?  USPS has confirmed their representative has delivered the package to the correct address.  Any additional information you can provide will assist us with further researching your claim.  
 
Thank you

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,

Dear [redacted],First, our apologies for the delay in this communication to you.  Due to a technical issue, we just received this information from the Revdex.com.  In regards to your concern, I have researched why your rebate claim for offer # [redacted] was denied.  This was due to the fact...

that the same order # ([redacted]) was used to participate in another SkinCareRx rebate offer.  A check for $35.00 was issued to you for Offer # [redacted].  Under the terms and conditions of these rebate offers, an order may only be used to participate in one offer at a time.  As a concession to you and to demonstrate our commitment to make every customer 100% satisfied, would you be agreeable to accepting a check for $115.00 for this matter?  This would allow you to receive a total of $150 of rebates for your order.  If this is agreeable to you, please respond to this correspondence.  Thank you and we look forward to assisting you further.Sincerely,[redacted]Vice President

[redacted] adheres to all [redacted] laws.  This customer received 13 emails within the past 2 years.  On 4-18 the customer used the unsubscribe function located on our website and was removed from our database.  As 4-18 this customer has received no emails from Skincarerx/[redacted].

Dear [redacted],   First, our apologies for the delay in this communication to you.  Due to a technical issue, we just received this information from the Revdex.com.  In regards to your issue, we do understand it is frustrating for the need to contact local law enforcement authorities and the...

post master to report a theft but it is important we have you do so.  The U.S. Postmaster and local authorities need to be aware of the mail theft so they can continue to work to stop such crimes from happening.  SkinCareRx believes in 100% customer satisfaction and our customer service team is always pleased to refund its customers once the necessary steps to report this theft to the authorities has been completed.  In no way is this process intended to be difficult for the consumer.  In many instances, we provide the customer with the phone number or website address for the consumer to file a report online. Our records show that you have been refunded in full by submitting a credit card chargeback on 1/16/2015.  We do apologize that we were unable to assist you with the refund.   Sincerely, [redacted] Vice President

Hello,
 
This package was delivered to the receptionist on December 3rd at 1:24PM.  The front desk Clerk Mary has confirmed this parcel was received.  We urge the customer to continue to work with the management company to receive the parcel the front desk clerk Mary...

has accepted from USPS on their behalf.  USPS has responded to our USPS request number [redacted] additionally verifying this package was delivered.  I have also included the USPS tracking information reflecting this package was delivered.   
Thank you

We are so sorry you feel that you have had an unpleasant experience with our customer service team. We take great pride in handling all requests timely and ethically. We do...

follow a standard process with customers whose packages reflect they have been delivered however, the customer states they have not yet received. This process does include an investigation with the shipping partner, and can include notifying local authorities if the package is confirmed as delivered. Our records indicate you were refunded via [redacted] for this transaction. We want to assure you and all of our customers we take great pride in handling all customer interaction appropriately and apologize you feel your experience was not handled ethically.

Dear [redacted],I am sincerely sorry for the experience that you dealt with.   SkinCareRx does believe in having every customer 100% satisfied.  While our warehouse investigation didn't support the claim of the missing products from the package, we did immediately refund the $95.16 to...

you.  By refunding you, it did reduce the rebate tier that you were eligible for and a check for $45 was issued to you on January 29th, 2015.  Unfortunately, you didn't receive this check.  In reviewing this situation, it appears that the customer service team attempted to resolve your concerns with various options to you that were not acceptable.  On behalf of SkinCareRx, I do apologize for you being offended in any way.  There were no deliberate attempts to trap you or trick you as you indicated in your message.  As a resolution, I would propose issuing a check payable to you for $100.00.  If this is acceptable to you, please let us know and the check can be sent to you within one week.Sincerely,[redacted]Vice President

On 12/30/2015, two packages, including the one from Skincarerx, were allegedly delivered to the same address. Both two were delivered by USPS and were never received. The first step I took was of course talking to the carrier (USPS) first. They first admitted it that both two packages were delivered to the wrong address. However, the neighbor denied receiving them. USPS then changed their story, claiming the packages were delivered to the right address. I thus filed a police report on the mail theft. What really happened to these packages were unknown, but one thing is certain, these two packages were never received. After talking to USPS and filing the police report, I got in touch with senders of these two packages, the other retailer replaced it free of charge with expedited shipping. The communication with SkincareRX was frustrating, to say the least. Customer service refused to replace or refund the lost goods and asked me to contact the carrier for the loss, claiming they were insured. let's assume I can win the claim over USPS, the package was worth over $250, SkincareRx however only insured it for up to $100 dollars, so what about the difference between these two amounts? The common practice of any normal online retailers is that the seller bears the risk of loss or damage of goods during transit until the goods were safely delivered to the end consumer. I, as a consumer, entered into a contract with SkincareRX, as a seller, when I paid and submitted my online order. SkincareRx had the responsibility to ensure that the goods were received by me undamaged and on time. SkincareRx contracted USPS to do the delivery, which they failed. So, SkincareRx did not fulfill your duty as a seller and owed the consumer a replacement or refund. USPS did not complete the contract with SkincareRx, and should also be held responsible, USPS owed SkincareRx the insurance money. I did not contract USPS to do the delivery, so why should I talk to USPS on SkincareRx's behalf?

I contacted SkincareRX regarding the expiration of my store credit for the first time in Dec. 13th, 2015. I never contacted them from Feb to Dec this year. Therefore, I don't understand their response of "this customer has been granted 2 exceptions to this 60 day expiration...". To me, it's just one of their another lies. If not, I'd like to ask time to prove any records to support their response.
The other thing is that, as they wrote in their return policy, store credit from the return order will expire 60 days. Mine is not from any returned orders. That's why mine was not expired after 60 days. But one day in August, they suddenly decided to clear all store credits from their customers. So, my store credit was removed at that time. I'd like further resolve from them. I'm very unhappy about their response.