Titan White

Mr. [redacted],

We recently received your complaint from the Revdex.com regarding

your Titan White account. We take complaints very seriously and we hope this

response will provide you with additional info[redacted]tion.  We received your order on May 3, 2014....

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

state that you were to have a one week trial period starting from the date of

your order processing in which you could cancel your account to avoid further

charges.  They also indicate that “you

must take affi[redacted]tive action to avoid further charges or you will be charged in

the amount of $94.31 eight days from the date of your order processing for the

product.”  Our purchase terms also

specify that if you cancel your account within the trial period you will be

required to return the product within 15 days of the cancelation date.

These terms were presented to you in multiple places on our website when you ordered

our product. Additionally, you were sent an order confi[redacted]tion email after your

order was completed that provided a full written version of the terms you

agreed to.

When you ordered the product you also checked a box indicating that you had read and

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

assume that they have actually done what they are stating they did. 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.

The first contact we had requesting the cancelation of your account was on May 7,

2014.

At the time you canceled your account, we issued you a return merchandise

authorization number so you could return your shipment to avoid any further

charges.  Using this method, you will

incur no charges for the product. An email was sent to your email address with

full instructions to return your package. That email reads as follows:

Dear [redacted],

This email is being sent to confirm that your account is cancelled. You will no

longer receive charges or shipments.

The Trial portion of the product is yours to keep. If you do not wish to be

charged for the included Complete Program portion of the shipment, then that

portion of the shipment must be returned to us unopened and undamaged by the

due date below. Returns will not be recognized without an [redacted] number.

Your [redacted] number is [redacted].

This is valid for only one package. Your package must be received back to our

warehouse before 2014-05-22 to avoid being charged $94.31 for the Complete

Program.

Please write the [redacted] number prominently on the outside of the shipping package.

You will not receive credit if you do not use this [redacted] number.

Our return shipping address is:

Web Fulfillment Center

Please note that we process returns within 72 hours of it arriving to our

warehouse.

If you should need further assistance, please contact our Customer Service

Center. We're happy to assist you in any way we can.

Thank you,

TitanWhite Customer Service Team

24 hours a day, 7 days a week

[redacted] (US Only)

To date we have never received your returned shipment. When your return deadline

date passed you were charged $94.31 for the portion of your shipment that is

labeled “Complete Program”.  I apologize

but you are not eligible for any refund as your return was not received within

the return deadline date. However, in an effort to maintain our standard for

customer satisfaction I am allowing you a second opportunity to return your

product for a full refund. Please use the [redacted] number listed in your original

email above and have the Complete Program returned to us unopened and undamaged

by July 11, 2014 in order to receive your refund.

Titan White

Dear [redacted],

 

We recently received your complaint from the Revdex.com regarding

your Titan White Account. 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 June 3, 2014 and we shipped your product the

next day.

We do not offer samples. Inside of

your shipment you received two product pouches. One was labeled as a free

trial. The other is labeled “Complete Program” and includes a full 30 day

supply of our product.

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

state that you were to have a one week trial period starting from the date of

your order processing in which you could cancel your account to avoid further

charges.  They also indicate that “you

must take affirmative action to avoid further charges or you will be charged in

the amount of $94.31 eight days from the date of your order processing for the

product.” 

These terms were presented to you in multiple places on our website when you

ordered our product. Additionally, you were sent an order confirmation email

after your order was completed that provided a full written version of the

terms you agreed to.

When you ordered the product you also checked a box indicating that you had

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

must assume that they have actually done what they are stating they did. 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.

Since we did not hear from you during your trial period, you were charged $94.31

on June 11, 2014. The first time we heard from you regarding the cancelation of

your account was on June 13, 2014 after you had already been charged. Your

account was immediately canceled and you have not received any shipments or

charges since then.

At that time we reminded you of

the terms of the offer that were agreed to at the time of your order which

state that once the trial period has ended, product from the initial shipment

is not eligible for a return or a refund.

However, in an effort to maintain

our standard for customer satisfaction we made an exception and gave you the

option to return your product for a refund, or to receive a 60% refund in lieu

of returning the product. You accepted the 60% refund and $56.59 was refunded

back to your card the same day.  

I apologize but you are not

eligible for any additional refund. Your account remains canceled and you will

not receive any further shipments or charges.

Titan White