Torch Supplements

The refund was applied on 2/22/We have no control over the length of time the bank or card issuing institution takes to process the refundTypically, what we see is that it takes 1-business daysWe suggest calling your financial institution, for verificationHere is the TXN number, that will be meaningful to the bank and assist them in locating the refund quickerTXN Id: [redacted] Thank you

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

(The consumer indicated he/she DID NOT accept the response from the business.) they refunded only $69.95 & that was yesterday 1/6/16 - to date they have not refunded anything else.

Upon researching this customer's account, we found that we did receive a call from this customer regarding a billing that had already occurred on her account, the call was received after business hours on October 22nd, We returned her call the next day and spoke to the customer
During the course of that call the customer hung up on the agent that was speaking to herThe agent called right back and the customer did not answer, but the agent did leave her a voice message requesting she call us back so we could further assist her. Subsequently, on October 27th, 2015 we received an email from this customerWe called her that same day, in an attempt to assist her with a resolution but we did not reach her, we left another voice messageWe attempted to speak to her on five more occasions over the next ten days by calling and leaving voice messages and on one occasion she answered the phone and once the agent identified herself the customer promptly hung upWe then sent another email, alerting the customer that her account was cancelled and she would not receive any future shipments or billings and we requested that she allow us to assist her and to contact us so that we could provide a resolutionOn November 17th, 2015 we received notification from her bank that she had filed a dispute, related to the billing in questionAt that time, we ceased all communication attempts, because the charge was initially refunded to the customer by the bank, while the bank subsequently investigated the transaction in question. At the outcome of the banks investigation, they denied her dispute and debited the charge from the customer's account because there was nothing fraudulent about the billing in question. We have attached a screenshot of the banks reversal, for reference. Regardless of all that has occurred, we do still provide assistance to our customers in such a scenario; unfortunately this customer has still not attempted to contact us for any assistanceWhile the customer's comments are not accurate and the transaction was validated by the customer's own bank, we will gladly assist her in this matterWe have fully refunded the total amount requested of $and if this customer has any further questions, we will gladly assist her

It appears that this customer was not fully aware of all the billings that had occurred on her account, as of the date she called in to customer serviceShe ordered a day trial of our weight loss system and enrolled in our preferred home delivery service, in December 2015. At the
conclusion of the trial period, she was billed the purchase price of the initial order and then days later, she was shipped and billed for the next months supply, all billings were made prior to the customer ever making any contact with customer service to make modifications to her accountPer the day return policy, when the customer did contact customer service the original products were outside of return date and as they are consumableThis policy was explained to the customer and she was provided with a 25% refund on the most current billings, which the customer fully acceptedCustomer service would have gladly worked to find a further resolution but when asked if she was provided with a satisfactory resolution, the customer stated yes. To avoid any further aggravation, as of today, she has been fully refunded the remaining balance on her account and she was contacted, to alert her to the refunded amount. Let us know if we can be of further assistance

The customer service agent was incorrect and should have provided this customer with return instructions on how to receive a refund. At her request, the customer was on hold waiting to speak to a manager when the call was dropped. We did attempt to reconnect with the customer and
left a message requesting she call us back and we subsequently issued a refund at that time. The customer was fully refunded prior to receiving this noticeWe do not request that the customer return the product

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
However, I will not know that they have done what they are saying they will do until I get my *** *** *** bill next month as that is where the refund will be applied....I want to thank you so much for your help. I have learned a very valuable lesson--that a "free" trial for a payment of $shipping is NOT really free and I will never order anything like this again! Thanks again for all your help
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I appreciate the response and will accept if a refund is actually made. I have not received one as of this date
Sincerely,
*** ***

I'm not sure what was rejectedWe fully refunded this customer of all charges to dateWe also called and emailed the customer to notify her. Please advise as to what is being rejectedThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me,  ONLY if they follow through with what they have promised. They are saying they will credit me my money back to my account.  So far the Revdex.com has been a GREAT help, they are very fast, and helpful. I thank you for you services, and hope that I will not have to follow up on this case.
Sincerely,
[redacted]

This customer was refunded completely prior to filing this complaint. We have additionally refunded the original shipping and handling for her purchase also.
Complaint Response Date bumped because: Data Base Migration

Unfortunately we have no way of verifying a customers email address, it is input by the customer at the time of ordering. Email confirmation of her order containing the terms she agreed to online as well as a tracking email were both emailed to the email address of record. We do understand mistakes...

like this happen occasionally and management has authorized a full refund for the remainder of the amount of the charge in question. We do not ask that she return the products. We notified the customer of her additional refund and will gladly assist further if necessary.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I have received a full refund.
Sincerely,
[redacted]

Initial Business Response /* (1000, 13, 2015/11/25) */
It appears that there was some miscommunication on our part, when our customer service department spoke to this customer. Looking at her account, she was given an RMA number and return instructions, in order for us to issue her a refund....

Apparently, we should have been clearer in explaining our refund policy, in an effort to make sure this customer understood that she would receive a refund when we received the product back. We should have made sure that the resolution that was provided was satisfactory, as our goal is to have happy customers. To avoid any further hassles for this customer we have fully refunded all charges and do not wish for the product to be returned. We have also called this customer to notify them of the refund.

(The consumer indicated he/she DID NOT accept the response from the business.)
they refunded only $69.95 & that was yesterday 1/6/16 - to date they have not refunded anything else.

This customer was very difficult to assist. She hung up on multiple different customer service representatives while they were trying to assist her. Ultimately, while speaking to a representative she was set up with an RMA number and given return instructions on how to receive a refund. While the...

product has not been received yet, we have gone ahead and issued a refund, including the original shipping and handling.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
However, I would like to make some corrections to their response. "The customer service agent was incorrect and should have provided this customer with return instructions on how to receive a refund."..that is correct  "At her request, the customer was on hold waiting to speak to a manager when the call was dropped."...that is totally not true...the original agent I spoke with offered me 19.95 back and when I said I would dispute it, he said he would speak with a supervisor and see if he could do more. He came back and said the most he could do was $24.??  I said that was not satisfactory and would like to speak with my credit card company. The call ended with us saying goodbye. At no time was the call dropped. Within about one minute, the supervisor [redacted] called me and said they could offer me back half and would send me two free products. She is the one who told me that the return policy did not apply to that original order, only future orders that had not been opened, even though their policy said if you are not satisfied at any time, you can return it and get a refund. She said if I disputed I would lose and then they couldn't give any money back. I agreed to that offer, intending to still speak with my credit card since that seemed to be different than what their return policy stated. The call ended with her wishing me success with my weight loss.  I think that they received the Revdex.com complaint on 1/27 and then called me on 8:38 am 1/27 and said they had reviewed my account and knew that I wasn't happy and that they had issued me a full refund and that I didn't need to return any products. "We did attempt to reconnect with the customer and left a message requesting she call us back and we subsequently issued a refund at that time. The customer was fully refunded prior to receiving this notice. We do not request that the customer return the product. "  I think they called and issued the refund AFTER they got the complaint so they could say that the customer was fully refunded prior to receiving the notice. It certainly was not on the 26th, the day I called them, and was on the 27th. You notified me on 1/27 at 10:23 a.m. that they had received my complaint. I find the timing interesting. I noticed that their other complaints said the customer had been fully refunded prior to the complaint. You  might want to check with those customers to see if the call they received was really on the day Torch Supplements received the complaint also.
Sincerely,
[redacted]

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

The refund was applied on 2/22/2016. We have no control over the length of time the bank or card issuing institution takes to process the refund. Typically, what we see is that it takes 1-3 business days. We suggest calling your financial institution, for verification. Here is the TXN number, that will be meaningful to the bank and assist them in locating the refund quicker. TXN Id:  [redacted] Thank you.

This customer ordered a 14 day trial of a full 30 day supply of a weight loss supplement online. Per the terms of the trial offer, that were agreed to online prior to being able to order, at the end of the trial period she was billed for the product she initially ordered and set up receive a new...

supply every 30 days. She was billed and shipped subsequently for multiple months of product. The first contact we ever had from this customer was on 12/9/2016 when the customer called in and was issued an RMA to return the most recent product that was shipped and billed to her on 12/5/2016. Subsequent to that conversation, she called in again on the same day and spoke to a different representative, who further addressed her questions and the customer hung up. Three days later, on 12/12/2016 we received this communication from your office, regarding the customer's complaint. Upon receiving the complaint, we expedited her refund and fully refunded the entire purchase price, to include shipping and handling, on the most recent shipment that the customer was set up to send back and she is not required to return the product. Per the companies return policy, the older billings/shipments are not eligible for a refund, as they are over 30 days old. We have pulled all call recordings for this customer's phone number as well as searched our email database and there was no prior contact with us from this customer. If she can provide a copy of her email communication with our customer support email address, by forwarding it to us at [redacted] or if she can provide us with an alternate number she may have contacted us from, aside from the one on her account, we will search call logs for that number also. In either scenario, if we find that we were in error and she contacted us prior to 12/5/2016 to cancel her order, we will gladly honor refunds on any billings that occurred post contact. Unless this customer can provide some further information to support her position, we will consider this matter closed.