Smilebox Inc

Case #*** * *** This letter is intended as a response to the complaint filed by *** * *** on December 16th We checked our system and found that Nancy signed up for an account on Dec 12th under the email address:***On Dec 12th, she sent us a Facebook
message and we responded to her commentsIt is our policy to respond to Facebook messages from our customersIn addition, she sent us an email on Dec 14th claiming our company is falsely advertising and that she is receiving our ads on Facebook. The only message on Facebook was in response to her (screenshot attached) and our company does not falsely advertiseWe offer both free (no credit card required) content, a free trial (credit card required) and premium features (payment required). Her email address is no longer in our system and we have removed her from our mailing list. We hope this will resolve this complaint. Sincerely, Samantha T***Customer Support Team Lead Smilebox, Inc

November 16,
Case #***
*** ***
This letter is intended as a response to the complaint filed by *** *** on 11/01/We checked our system and found that *** *** signed up for our 7-day free trial, which continued to an annual subscription,
as we do not offer a monthly subscription optionHis account is under:
***
He subscribed to Smilebox and was billed $on 11/02/2016, for an annual subscriptionWe refunded the amount billed to his Visa credit card ending in *** on 11/16/His subscription has been cancelled and he will not be billed again
We hope this will resolve this complaint
Sincerely,
Tania M***
Customer Support
Smilebox, Inc

May 30th,
Case #***
*** ***
This letter is intended as a response to the complaint filed by *** *** on May 29th We checked our system and found that *** *** signed up for our 7-day free trial, which continued on to an annual
subscription, as we do not offer a monthly subscription optionHer account is under:
***@yahoo.com
She subscribed to Smilebox and was billed $on 5/27/16, for an annual subscriptionWe refunded the amount billed to her *** credit card ending in *** on 05/27/Her subscription has been cancelled and he will not be billed again
We hope this will resolve this complaint
Sincerely,
Tania M***
Customer Support
Smilebox, Inc

November 16,
Case #***
*** ***
This letter is intended as a response to the complaint filed by *** *** on 11/11/We checked our system and found that *** *** signed up for our 7-day free trial, which continued to an annual subscription, as we
do not offer a monthly subscription optionHis account is under:
***@gmail.com
He subscribed to Smilebox and was billed $on 11/11/2016, for an annual subscriptionWe refunded the amount billed to his Visa credit card ending in *** on 11/16/His subscription has been cancelled and he will not be billed again
We hope this will resolve this complaint
Sincerely,
*** ***
Customer Support
Smilebox, Inc

Revdex.com:
I wish to respond to this complaint #***
The seller refunded my money 100% and I am satisfied with this resolution
Thank you for your help,
*** ***

Case # ***
*** * ***
This letter is intended as a response to the complaint filed by *** * *** on July 6th We checked our system and found that N *** * *** signed up for our 7-day free trial, which continued on to an annual subscription, as
we do not offer a monthly subscription optionHer account is under:
***@yahoo.com
She subscribed to Smilebox and was billed $on June 13, for an annual subscription
She contacted us through our support site on June 26th, 2015, but we were unable to refund the billing because her refund request was not made in a timely manner
Her subscription has been cancelled and she will not be billed again
We hope this will resolve this complaint
Sincerely,
Samantha T***
Customer Support Team Lead
Smilebox, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: the account that was registered at smilebox was *** That is the account I am seeking refund for.Sincerely,*** ***

We are very sorry to hear of this woman's complaint with the Revdex.com. We reviewed this case, the original email to our support team requesting a refund was received on Tuesday 18th JulyThis was a month after the subscription date of 17th June, when the customer signed up for an annual
subscription. Smilebox offer two types of subscription;Annual for $47.88, to be paid as one sum upfront (when broken down this equates to $per month over a month period)Monthly for $6.99, which can be cancelled each monthEach are charged on an auto-renew basis, unless canceled prior to the charge being collected and for annual subscription renewals, a reminder is sent in advance which includes the date of renewal and the option to cancel. We also offer all our customers a free day trial period, during which they can test out the product and cancel prior to the charge being billed. By paying annually upfront you save money over the year, but by paying monthly you have the option to cancel each monthThis is a standard offer across many types of businessesPaying less as a lump sum over paying more but for less time commitment.This customer chose to sign up for the annual subscriptionTherefore, this charge for $occurred because we did not receive a cancellation request until after the day trial period and the charge had been issuedTherefore it did not fall under our refund policy.However, we are always happy to try and accommodate our customers and help where we can, on a case by case reviewWe have many happy customers who have thanked us for our help with their queries, even over complaints and refunds But, in order to be fair to all our paying customers, we do need to apply rules and cannot just refund on requestWe think this is fair and although our customer support is very important to us and we are constantly trying to improve we also feel individuals should bare some responsibility over their purchases. We are disappointed this was escalated in this way but appreciate the customer's rights to raise a complaint with the Revdex.com. In this case, we have chosen to refund the customer in order to put a close to this complaintThe credit will appear in 3-business daysTheir subscription has been canceled immediately and will not be renewed. It is not in our interest to have unhappy customersSmilebox is a software that tries to provide a service to raise smiles in our customers and the people they share their creations withWe hope our customer will now be happy with this decisionThey can still access their Smilebox account and use the free templates only. Many thanks for this opportunity to reply

August 22,
Case #***
*** * ***
This letter is intended as a response to the complaint filed by *** * *** on August 22nd We checked our system and found that *** * *** signed up for our 7-day free trial, which continued on to an annual
subscription, as we do not offer a monthly subscription optionHis account is under:
***@gmail.com
He subscribed to Smilebox and was billed $on 8/13/2016, for an annual subscriptionWe refunded the amount billed to his Visa credit card ending in *** on 8/29/His subscription has been cancelled and he will not be billed again
We hope this will resolve this complaint
Sincerely,
Tania M***
Customer Support Team
Smilebox, Inc

Case #***
*** ***
This letter is intended as a response to the complaint filed by *** *** on August 20nd We checked our system and found that *** *** signed up for our 7-day free trial, which continued on to an annual subscription, as we do not offer a monthly
subscription optionHis account is under:
***
He subscribed to Smilebox and was billed $on 6/16/2016, for an annual subscriptionWe refunded the amount billed to his Paypal account on 9/19/His subscription has been cancelled and he will not be billed again
We hope this will resolve this complaint
Sincerely,
*** ***
Customer Support
Smilebox, Inc

July 19,
Case #***
*** ***
This letter is intended as a response to the complaint filed by *** *** on February 2nd We checked our system and found that *** *** signed up for our 7-day free trial, which continued on to an annual
subscription, as we do not offer a monthly subscription optionHer account is under:
***@aol.com
She subscribed to Smilebox and was billed $on 06/16/2016, for an annual subscriptionWe refunded the amount billed to her Visa credit card ending in *** on 07/11/Her subscription has been cancelled and she will not be billed again
We hope this will resolve this complaint
Sincerely,
*** ***
Customer Support Team
Smilebox, Inc

Case #*** *** This letter is intended as a response to the complaint filed by *** *** on behalf of *** on June 11th We checked our system and found that *** signed up for an annual subscription, which continued with renewal because we did not receive a
cancellation requestHer account is under: ***@gmail.comShe subscribed to Smilebox and was billed $on April 20, for an annual subscriptionThe first request we received was dated June 8th, which is over days past the billing dateBefore signing up, the customer manually checked that she agrees to the Club Smilebox Terms of Service, which outline our upfront, automatic billing policy and no-refund policyIn addition, a renewal reminder is sent via email days in advanceHer subscription has been scheduled to cancel before renewal and she will not be billed again We hope this will resolve this complaint Sincerely, Samantha T***Customer Support Team Lead Smilebox, Inc

This letter is intended as a response to the complaint filled by *** *** on September 9th
Unfortunately, we were unable to find an account under your current email address.In order to enable us to find your Smilebox account, please provide us with the following details: Email Address used
to create Smilebox accountLast digits of the credit card chargedFull Name on the credit cardDate and amount of the last chargeThe billing address enteredPayPal users: please provide the Transaction ID or Billing Agreement IDLooking forward to hearing from you

Complaint: ***I am rejecting this response because they the annual charge cannot be refunded because it was past days. The reason is wasn't reported earlier was because I didn't know I was charged until we received the credit card statement. I am willing to pay their $monthly charge for the month that had lapsed, but I should not be charged for the entire year. This is a bad business practice and it should be corrected!Sincerely,*** ***

Case # ***
NAME *** ***
This letter is intended as a response to the complaint filed by *** *** on August 5th We checked our system and found that *** *** had an annual subscription to Smilebox
Her account is
under:
***@yahoo.com
She was billed $on July 28, for an annual subscription
We have refunded the amount that she was billed to her credit card
The refund will post to her account in two or three business days.
Her subscription has been cancelled and she will not be billed again
We hope this will resolve this complaint
Sincerely,
Samantha T***
Customer Support Team Lead
Smilebox, Inc

June 21st , Case *** *** * ***
This letter is intended as a response to the complaint filed by *** * *** on June 1st We checked our system and found that *** * *** signed up for our 7-day free trial, which continued on to an annual
subscriptionHer account is under: ***@gmail.com She subscribed to Smilebox and was billed $on June 9th , for an annual subscriptionWe refunded the amount billed to her CREDITCARD credit card ending in on June 6thHer subscription has been cancelled and she will not be billed again We hope this will resolve this complaint Sincerely, Samantha T*** Customer Support Team Lead Smilebox, Inc

Case #*** * ***This letter is intended as a response to the complaint filed by *** * *** on June 23nd We checked our system and found that Rita signed up for our 7-day free trial (credit card required), which continued on to an annual subscription, as we do not offer a monthly
subscription optionHer paid account is under:***@gmail.comShe subscribed to Smilebox and was billed $on May 11, for an annual subscriptionBefore signing up, customers are shown the following screen [attached], which outlines our $annual price (equivalent to $3.99/mo, billed annually)Customers must also agree to the Club Smilebox Terms of Service, which outline our upfront, automatic billing policyHis subscription has been scheduled to cancel before renewal and he will not be billed again. We hope this will resolve this complaint Sincerely, Samantha T***Customer Support Team Lead Smilebox, Inc

Case # ***
NAME *** * *** ***
This letter is intended as a response to the complaint filed by *** * *** *** on July 28th We checked our system and found that *** * *** *** had an annual subscription to
Smilebox
Her account is under:
***@yahoo.com
She was billed $on July 8, for the renewal of her annual subscription
She contacted us though our support site
We refunded the amount billed to her Visa credit card ending in *** on July 11,
Her subscription has been cancelled and she will not be billed again
We hope this will resolve this complaint
Sincerely,
Samantha T***
Customer Support Team Lead
Smilebox, Inc

Case # *** *** ***This letter is intended as a response to the complaint filed by *** *** on May 21st We checked our system and found that *** signed up for our 7-day free trial on May 10th 2015, which continued on to an annual subscription, as we do not offer a
monthly subscription optionHer account is under: ***@gmail.comShe subscribed to Smilebox and was billed $on May 18th, for an annual subscriptionBefore signing up, customers are shown the following screen [attached], which outlines our $annual priceCustomers must also check that they agree to the Club Smilebox Terms of Service that outline our upfront, automatic billing policyHer subscription has been scheduled to cancel before renewal and she will not be billed again We hope this will resolve this complaint Sincerely, *** ***Customer Support Team Lead Smilebox, Inc