SkinFreshMD Reviews (%countItem)
SkinFreshMD Rating
Address: PO Box 35400, Saint Petersburg, Florida, United States, 33705-0507
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skinfreshmdtry.us
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Address: PO Box 35400, Saint Petersburg, Florida, United States, 33705-0507
Phone: |
Show more...
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Web: |
skinfreshmdtry.us
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Add contact information for SkinFreshMD
Fraudulent billing/delivery practices
On 5/22, I purchased SkinFresh MD Advanced Wrinkle Mouisturizer Trial (18 Day) and AllureRX Ageless Eye Revitalizer Trial (19 day) from this company. It was supposed to be a 4.95 shipping charge for the Skinfress and an additional $3.95 for the eye cream. I was billed $4.95 + $3.95 + $1.99 on 5/22/17. The product arrived about 5 days later. As soon as I received it, I had second thoughts about purchasing an Auto-Ship product and called 1-888-510-2382 to cancel the trial. When I called a told them my name and that I wanted to cancel the trial, they hung up on me every time. I tried several times a day for over a week, but the same thing happened every time when I told them my name and that I wanted to cancel, they hung up. At that point. the so-called "free trial" had expired. They charged my credit card $92.21 + 97.67 on 6/10, exactly 19 days after I originally placed the order. I didn't receive the product until several days after I ordered it, so it was certainly no 18 day trial. Then I received another shipment in July, which I did not want but had not been able to cancel because they hung up every time. Again I tried to call and cancel several times and again they hung up every time. Then I got ANOTHER shipment in early August. This time when I called up and told them my name, I said that they were charging my credit card without my authorization, and that I was going to contest the charges. This got their attention! I spent over an hour on the phone with their representative who repeatedly tried to talk me out of cancelling, offering me progressively larger discounts to stay in the program. I kept repeating that I wanted to return all the product to them and get all my money back. She kept telling me that I had agreed to there terms and there was no way I could get my money back. I stuck to my guns and after arguing with her for over an hour, she finally agreed to refund all my money for the three shipments, totaling $569.64, and told me that I did not need to send the product back. She said it would be credited to my account within 7-10 business days. When I got my September statement, I saw that they had only credited ONE of the shipments instead of all 3. I called my credit card to contest the charges and was told by Chase that it was too late for them to dispute the charges or get the money back. I explained that I had been told I would get all the money refunded, but they did not do that. I just spent an hour on the phone with Chase and Dennis at SkinFresh and he would not give me the option to return the 2 unopened boxes to his company to get my money back. This is a total consumer SCAM and I am out $379.76! Plus the $1.99 that was not an authorized charge on the so-called "Free Trial."
I want to return the two unopened boxes and the original "trial" bottles of the product to the company in exchange for a full refund of the rest of the money owed me- $379.76
We have found this customer's account and confirm that she placed trial orders for SkinFreshMD and AllureRX on 5/22/17, as well as the Healthy Body Club one-time membership fee of $1.99.
As the customer acknowledges in the complaint, she placed an 18/19-day trial order whereby, as stated in the terms on the order page of the website and in several other locations, she would be billed for the full price of each 30-day trial bottle and placed in the monthly auto-ship program if she didn't contact customer support within 18 days of the order date to cancel. These terms also explained that the customer should allow approximately 4 days for shipping and then another 14 days to try the product, and should contact customer support if the product was not received within 4 days so that the trial expiration date could be extended. Please be aware that nowhere did we mention the word "free," as we offer a trial program and nothing is stated as, or is, "free."
The customer states that she tried multiple times to cancel the trial, but that she never actually canceled the account because she was hung up on every time. However, the first record we can find of any contact with this customer was an approximately 10-minute phone call on 9/5/17 (over 3 months past the initial order date), where the customer called to request a full refund and to ship the product back to us. During this call, the customer did not mention having previously tried to cancel the account or being hung up on by multiple agents. The agent who handled this call canceled this account per the customer's request and ultimately agreed to issue a full refund without the customer having to return the product, even though this agent was not obligated to do so since the customer had agreed to the terms and conditions mentioned above. This agent unfortunately neglected to refund all charges at that time, as the customer states, and only refunded the two most recent charges. We apologize for this oversight and have since issued refunds for the remaining charges. The customer should see these refunds within 3 business days.
Regarding the customer's initial statement that she called multiple times to cancel during the trial period and was hung up on each time, we have reviewed our records in detail and have not found any phone calls from this customer during the time period between the placement of the trial order on 5/22/17 and the above-referenced call on 9/5/17, when the customer contacted an agent to request a refund. We don't believe this customer was hung up on while trying to cancel her trial, as that is inconsistent with our customer service rules and we cannot find any information that supports this claim.
In closing, we are confirming that the customer has been refunded for all charges aside from the initial shipping and handling charges that the customer incurred when she placed the trial orders. This customer will receive no future charges or shipments.
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I do not agree with the company's version of events, I did receive a refund check for the amount I was owed, and I am satisfied with this resolution.