Complaints

This profile includes complaints for Guthy-Renker, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Guthy-Renker, LLC

  100 N Pacific Coast Hwy #1600 El Segundo, CA 90245-5654

  
• 

  Guthy Renker

  PO Box 8982 Madison, WI 53708

• 

  GRC Vitamins

  41550 Eclectic Street #200 Palm Desert, CA 92260

• 

  Guthy-Renker

  Palm Desert, CA 92260

• 

  Crepe Erase

  415500 Eclectic ST STE 200 Palm Desert, CA 92260

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a trial version of products from Crepe Erase and did not purchase anything else. I did not sign up for a subscription or authorize any further payment on my behalf. On 9/28/24 I was charged $90.59 through PayPal, which came directly out of my bank account for a product I did not order or authorize! I immediately called Crep Erase and told them I did not want ANY products from them and to cease billing me immediately. I just received a paper bill in the mail for $181.11 fo some shipment I DID NOT ORDER!!!!!!!!!

  Business Response

  Date: 11/17/2023

  Ms. ****************************** Deer Run
  ********, ** 07069-5938
  
  
  Date: 11/10/23
  
  Complaint ID: ********
  Account Number:  *******
  File Number: **********
  
  Dear **************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase on August 28, 2023.  
  
  We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. As part of their initial purchase, customers enrolling in the Crepe Erase member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. Information regarding the terms of the online offer and our continuity program is provided in the shopping cart (in bold print) prior to any personal information being entered.  More specifically the offer you purchase stated: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new full-size supply of Crepe Erase. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $79.95 plus $4.99 for shipping and handling charges per month. All orders are subject to applicable sales tax.  Before a customer can finalize a membership purchase, they must check a box that states they agree to the terms of the purchase including our no-commitment auto-replenishment program.   Your authorization of future automatic shipments and associated charges was provided by checking this empty box on the order page to complete your order.  The products are also shipped with information reiterating the terms and benefits of membership including the next shipment date, the shipment's total cost, and payment schedule.  We regret if you found the offer unclear in any way.
  
  On August 29, 2023, your initial order, a 30-day introductory supply, was sent for a total of $63.93 (including $3.97 ** Sales Tax) which was charged in full when shipped to the PayPal account provided.
  
  On September 28, 2023, per the terms of the offer, your 2nd shipment, a 90-day supply, was sent for a total cost of $271.70 (including $14.97 s&h plus $16.88 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $93.14 was billed at this time to the PayPal account on file leaving a balance of $181.11.   
  
  Also, September 28, 2023, per your Live Chat and phone requests, your account was cancelled.   Information was provided regarding your 2nd shipment, the remaining balance and return instructions. Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  They will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back ************************** tracking number ********************** your 2nd shipment was delivered October 3rd.
  
  On October 29, 2023, we attempted to process your 2nd installment of $90.56 as scheduled but the request for payment was declined by PayPal leaving the remaining balance of $181.11 due and payable to Crepe Erase.  At this time the auto past due billing process was activated to send monthly invoices advising of the balance.  
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill, in an effort to?resolve this matter, the remaining balance has been cleared.
  
  Your Crepe Erase account is now closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 11/17/2023

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

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August, I purchased a sample of this product. In September I was sent a larger order that I did not request and was charged a total of $254 over the next 3 months. I would like a refund and I will be more than happy to return the products.

  Business Response

  Date: 11/17/2023

  ***********************************
  60 **********
  East *********, ** 03830-4404
  
  
  Date: 11/10/23
  
  Complaint ID: ********
  Account Number: *******
  File Number: **********
  
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase on July 30, 2023.  
  
  We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. As part of their initial purchase, customers enrolling in the Crepe Erase member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. Information regarding the terms of the online offer and our continuity program is provided in the shopping cart (in bold print) prior to any personal information being entered. More specifically the offer you purchase stated: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new full-size supply of Crepe Erase. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $79.95 plus $4.99 for shipping and handling charges per month. All orders are subject to applicable sales tax.  In order to finalize a membership purchase, customers must check a box that states they agree to the terms of the purchase including our no-commitment auto-replenishment program.   Your authorization of future automatic shipments and associated charges was provided by checking this empty box on the order page to complete your order.  The products are also shipped with information reiterating the terms and benefits of membership including the next shipment date, the shipment's total cost, payment schedule and 60-day Money Back Guarantee available.  We regret if you found the offer unclear in any way.
  
  On July 31, 2023, your initial order (a 30-day introductory supply) was sent for a total of $59.96 which was charged in full when shipped to the PayPal account provided.
  
  On August 31, 2023, per the terms of the offer, your 2nd shipment, a 90-day supply, was sent for a total of $254.82 (including $14.97 s&h to be billed in 3 installments over 31-day billing cycles.  Your 1st installment of $84.96 was billed at the time of shipping; the 2nd and 3rd installments of $84.93 each were charged on October 1st and November 1st, as scheduled.
  
  On November 7, 2023, your account was cancelled per your phone request.  Information was provided explaining the total cost of your 2nd shipment and the 3 installments.  When you inquired about a refund you were informed that the 60-day Money Back Guarantee had expired.  We regret to learn that the call ended before additional information, or a resolution could be offered.   
  
  Although the satisfaction guarantee has expired for your 2nd shipment as a gesture of goodwill the 3rd installment of $84.93 billed November 1st has been refunded.  Please allow 3 5 business days for the funds to post.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.  
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 11/17/2023

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

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Repeated issues with the company called Crepe Erase/Guthy Renker and their continual harassment of me for money for product that I DO NOT OWE. I received one box and paid for that one. They shipped another, which I returned and I keep getting notices that I still owe them $113. I have mailed back these notices with the request to leave me alone, and they still keep coming. I paid $52.70 on Feb 25th, ***** on March 27th, and they devoted my account for another $***** on March 29th. I repeat- I only kept one box of this stuff, and sent one back. At this point, its ridiculous, and I see others have had the same issue.

  Business Response

  Date: 11/16/2023

  Ms. *****************************
  6651 ************* Dr
  ***********, ** 53590-9189
  
  
  Date: 11/10/23
  
  Complaint ID: ********
  Account Number: *******
  File Number: **********
  
  Dear **********************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase on February 24, 2023.  
  
  We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. As part of their initial purchase, customers enrolling in the Crepe Erase member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. Information regarding the terms of the online offer and our continuity program is provided in the shopping cart (in bold print) prior to any personal information being entered; in order to finalize their membership purchase, customers must check a box that states they agree to the terms of the purchase. By checking that box, you agreed to the terms of the offer.  The products are also shipped with information reiterating the terms and benefits of membership.  We regret if you found the offer unclear in any way.
  
  On February 24, 2023, your initial order (a 30-day introductory supply) was sent for a total of $52.70 (including $2.75 ** Sales Tax) which was charged in full when shipped to the PayPal account provided.
  
  On March 28, 2023, per the terms of the offer, your 2nd shipment, a 90-day supply, was sent for a total of $170.72 (including $11.97 s&h plus $8.90 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  Your 1st installment of $57.36 was billed at the time of shipping leaving a balance of $113.36.
  
  On April 28, 2023, we attempted to process the 2nd installment of $56.69 for your 2nd shipment but the request for payment was declined by PayPal leaving a remaining balance of $113.36 due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.  
  
  On July 14, 2023, your 2nd shipment was processed as received at our facility after the 60-Day Money Back Guarantee had expired, therefore no credit was issued.  
  
  On August 17, 2023, your account was cancelled per your written request received via *****
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account since your enrollment in February (with the exception of the written cancellation request received August 17th) prior to receipt of your Better Business Bureau complaint. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  As a gesture of goodwill and in an effort to fully resolve this matter, the account balance of $113.36 has been cleared. Further, ****************** was notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 11/18/2023

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

• Initial Complaint

  Date:11/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 19, 2023 I ordered a Mothers Day promotional deal from Crepe Erase (CE) through my social media profile for $65.13. At no time was I aware that I was entering into a subscription. It was presented as an introductory one time deal to see if you liked the product. Any sideways wording was not presented clearly and was deceitful as I would not have knowingly agreed to a subscription for a product I had never even tried! On June 19, 2023, I was surprised by a charge to my PayPal account for a CE shipment. I immediately called CEs customer service to ask about the charge. I was informed about the subscription I had been duped into, and immediately cancelled the alleged subscription and my account. I acknowledged that I would pay the $93.I4 charged for the shipment of products that I had absolutely NO say in choosing, but that was apparently coming to me anyway, and promptly received the email confirming cancellation of my subscription (which I have from 6/19/2023). On July 21, a month after my cancellation, I was again surprised with a charge to my PayPal account for $91.82. I immediately called CEs customer service again, and was informed that another shipment was already sent, and so I would have to return it to *************************************************************, and then be reimbursed. I waited a month and no such shipment arrived. I then called my credit card company to file a dispute. They investigated and reimbursed me the $91.82, and I removed CE from my PayPal account so they could not charge my account for a cancelled subscription anymore. I have since received invoices and emails claiming that I owe $183.65 for the shipment from June (when the service rep said it was for the (phantom) shipment sent out on July 20). This company is shady, the reps double talk & they use misleading marketing schemes to intentionally ******* their customers. Overall theyre dishonest! Latest invoice now threatening collections. I want CE to clear my account & stop harassing me.

  Business Response

  Date: 11/16/2023

  *********************************
  20 *********************
  *********, ** 11740-3132
  
  
  Date: 11/09/23
  
  Complaint ID: ********
  Account Number: *******
  File Number: **********
  
  Dear ********************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you re-enrolled online for automatic shipments of Crepe Erase on May 19, 2023.  
  
  We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. As part of their initial purchase, customers enrolling in the Crepe Erase member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. Information regarding the terms of the online offer and our continuity program is provided in the shopping cart (in bold print) prior to any personal information being entered.  More specifically the offer you purchase stated: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new full size supply of Crepe Erase. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $79.95 plus $4.99 for shipping and handling charges per month. All orders are subject to applicable sales tax.  
  
  Also, in order to finalize a membership purchase, customers must check a box that states they agree to the terms of the purchase including our no-commitment auto-replenishment program.   Your authorization of future automatic shipments and associated charges was provided by checking this empty box on the order page to complete your order.  The products are also shipped with information reiterating the terms and benefits of membership including the next shipment date, the shipment's total cost, and payment schedule.  We regret if you found the offer unclear in any way.
  
  On May 19, 2023, your initial order, a 30-day 5-piece introductory supply, was sent for a total of $65.13 (including $5.17 ** Sales Tax) which was charged in full when shipped to the PayPal account provided.
  
  On June 18, 2023, per the terms of the offer, your 2nd shipment, a 90-day supply, began processing for delivery for a total cost of $276.79 (including $14.97 s&h plus $21.97 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  We received a payment authorization for the 1st installment of $93.14 from PayPal at this time.
  
  On June 19, 2023, per your phone request, your account was cancelled. Information was provided regarding your 2nd shipment, the 60-day Money Back Guarantee available and that once the shipment was returned credit would be issued to refund and clear the balance due. We regret upon reviewing your call that you were not informed of the total cost of the shipment nor remaining payments schedule if the order was not returned. We would like to apologize for any confusion that *** have resulted.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already processed to shipped prior to cancellation.  They will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  Your 2nd shipment was sent and the previously authorized 1st installment of $93.14 was finalized as a charge on June 20th leaving a balance of $183.65.
  
  On July 21, 2023, the 2nd installment of $91.82 for your 2nd shipment was charged to the PayPal account on file, leaving a remaining balance of $91.83.
  
  Also on July 21st, we received your phone inquiry regarding the charge.  You were advised that the charge was the 2nd installment of three scheduled for your 2nd shipment.  Return instructions were provided.   
  
  On August 17, 2023, PayPal reversed the 2nd installment of $91.82 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $183.65 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  On September 26, 2023, we received your phone inquiry about the billing invoices.  It was explained that the remaining balance due was for your 2nd shipment (total cost was provided) and that no additional shipments had been sent after your cancellation.  We regret to learn that the call was disconnected before a resolution could be offered or your call transferred to a supervisor.
  
  Although your 2nd shipment was not returned for credit, as a gesture of goodwill and in an effort to resolve this matter, the remaining balance of $183.65 has been cleared.  Please consider any invoices received after the date of this correspondence to have crossed in the mail.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:11/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a product as a gift for a friend. I ordered and received that order. Two weeks later I was billed for and sent another order at cost of $63.86. I called customer service have the reoccurring order stopped and get information to return product.I returned product via **** on Oct 10th. 2 weeks later I called to inquire about refund status, and was told they still had not received my product but to give it another week. Here we sit, a week later and still no refund. Horrible business practice! I would like my refund !

  Business Response

  Date: 11/10/2023

  *****************************************
  ***************************************************************************-7258
  
  
  Date: 11/07/23
  
  Complaint ID: ********
  Account Number: *******
  File Number: **********
  
  Dear **************************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase on September 7, 2023, with the purchase of two separate orders.  Each order was for a 5-piece 30-day introductory supply scheduled to ship to the same address but the names on the orders were different.  The first was addressed to *******************************, the second to **************************  Both of these orders included a membership with automatic replenishment shipments.
  
  On September 8, 2023, your first order (a 30-day introductory supply) was sent for a total of $63.86 (including $3.90 ** Sales Tax) which was charged in full at the time of shipping to the credit card provided.  
  
  The second order was delayed due to the response from your financial institution when we requested an initial payment authorization which advised us to retry the transaction in 10 days.
  
  On September 18, 2023, your second order (also a 30-day introductory supply) was sent for a total of $63.86 (including $3.90 ** Sales Tax) which was charged in full at this time to the credit card provided.  
  
  On September 25, 2023, both memberships were cancelled per your request.  Return instructions were provided.
  
  On October 25, 2023, we received your phone inquiry regarding your return.  You informed us that you had returned your 2nd shipment on October 10th.  At the time of the call our records did not reflect any returns received.  You were advised based on the October 10th date and normal processing times, the return should be processed by November 3rd; if not then it was suggested you give us a call with the tracking number so a refund can be issued.  Your account cancellation was confirmed.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill, a refund of $63.86 has been issued.  Please allow a minimum of 3-5 business days for this credit to post.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:10/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially ordered a trial kit of Crepe Erase in April 2023, not realizing that the company deceptively enrolled me in a subscription plan. I did not find this out until I received another shipment, and my credit card was charged $90.33 on July 7. After the second shipment, I began to try to contact the company to cancel the "subscription", but was unable to get through to them on several occasions. On August 24, 2023 at 9:00 AM, I called and was able to get through. In no uncertain terms, I registered my complaint against their decepetive practices and told them to cancel my "subscription". The agent told me I would receive an email confirmation. I did receive an email the same day that said "Subscription updated". In September, I received another shipment of Crepe Erase, so called my credit card company to dispute the charge and not allow any other charges. On Oct 16, I received an letter and invoice for $75.31 from the company, demanding payment. The letter opens with "because you are a member in good standing...". I am not a member and I do not want to do business with this company ever again. If they want the last shipment returned to them, they need to send a return label - REALLY send one and not just say they did (according to other consumer's complaints).

  Business Response

  Date: 10/26/2023

  Ms. ******************************* *******************
  *********, ** 44286-9534
  
  
  Date: 10/19/23
  
  Complaint ID: ********
  Account Number: *******
  File Number: **********
  
  Dear **************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you re-enrolled online for automatic shipments of Crepe Erase on May 3, 2023.  
  
  We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. As part of their initial purchase, customers enrolling in the Crepe Erase member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. Information regarding the terms of the online offer and our continuity program is provided in the shopping cart (in bold print) prior to any personal information being entered; in order to finalize their membership purchase, customers must check a box that states: By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide.  Your authorization of future automatic shipments and associated charges was provided by checking this empty box on the order page to complete your order.  The products are also shipped with information reiterating the terms and benefits of membership including the next shipment date.  
  
  More specifically, the offer you purchased stated: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new full size supply of Crepe Erase. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $79.95 plus $4.99 for shipping and handling charges per month.  All orders are subject to applicable sales tax.  You are in control of your membership, call or visit www.crepeerase.com/account to customize your kit, modify shipping intervals, or to cancel your subscription. There is no commitment and no minimum to buy.  We regret if you found the offer unclear in any way.
  
  On May 3, 2023, your initial order (a 30-day 5-piece introductory supply) was sent for a total of $64.01 (including $4.05 OH Sales Tax) which was charged in full when shipped to the credit card provided.
  
  On June 6, 2023, per the terms of the offer, your 2nd shipment, a 90-day 5-piece supply, was sent for a total of $272.02 (including $14.97 s&h plus $17.20 OH Sales Tax) to be billed in 3 installments over 31-day billing cycles.  Your 1st installment of $91.37 was billed at the time of shipping; the 2nd and 3rd installments of $90.33 and $90.32 were charged as scheduled on July 7th, and August 7th, respectively.
  
  On August 24th, 2023, your next shipment, scheduled for September 7th, was changed to a 2-piece customized kit via your self-management online account access available only to active members.  An automated subscription updated email was sent to notify you of the changes.  
  
  Also on August 24, 2023, we received your phone request to cancel.  We regret to learn upon reviewing your account that your request to cancel your membership was not correctly processed at this time and would like to apologize for any inconvenience which resulted.
  
  On September 7, 2023, per the terms of the offer, your 3rd shipment, a 90-day 2-piece custom kit, was sent for a total of $112.98 (including $9.99 s&h plus $7.14 OH Sales Tax) to be billed in 3 installments over 31-day billing cycles.  Your 1st installment of $37.67 was billed at the time of shipping leaving a balance of $75.31.  
  
  On October 8, 2023, we attempted to process the 2nd installment of $37.66 for your 3rd shipment but the request for payment was declined by your financial institution leaving a remaining balance of $$75.31 due and payable.  At this time the auto billing process was activated to send monthly notices advising of the balance due.  
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account either before or since August 24, 2023.
  
  As a token of our apology for the error regarding your original request to cancel, you are welcome to keep the 3rd shipment at no additional charge as the remaining balance has now been cleared. As a further gesture of goodwill, a refund of the $37.67 charged for the 1st installment has been issued.  Please allow 3 5 business days for the funds to post to the credit card on file.
  
  Please rest assured that your experience has been reviewed and will be used to improve our service moving forward.
  
  Your Crepe Erase account is now closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:10/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid the company around $81.61 on 5/6/23 for a sample product to try. I didn't sign up for a subscription to this. A few months later, I receive a box from Crepe Erase, and put refused return to sender on the box and put it back at my mailbox with the flag up, for the post office to return this. I have been getting notices that I owe $215.05 for this box. Today I received a thank you and your next order is ready to be shipped, but they don't have an accurate credit card on file. I called the number and after going round and round for over 15 minutes, I was told to pay the amount and then they can review and possibly issue a credit back to me. I said the item was returned and I am not paying for product I didn't order, or keep. If you look at the reviews of this company it looks like this is what they do. People aren't aware they are signing up for a subscription. I had a makeup person look at the ingredients to the product I did pay for and they told me not to bother, they aren't good products. I don't need anything refunded. I am looking for the $215.05 to be cleared on their end. The person I spoke to today did confirm the product was received back. Thank you for your time.

  Business Response

  Date: 10/26/2023

  ***************************
  26441 **********
  *********, ** 13601-5865
  
  
  Date: 10/20/23
  
  Complaint ID: ********
  Account Number:  *******
  File Number: **********
  
  Dear **************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you re-enrolled online for automatic shipments of Crepe Erase on May 6, 2023.  
  
  While you may notice a trend with the reviews or complaints regarding our continuity program, happy customers generally do not leave any kind of reviews regarding their experience. Please keep in mind that the reviews and complaints that the Better Business Bureau receives are a very small portion of our customers.  
  
  We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. As part of their initial purchase, customers enrolling in the Crepe Erase member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. Information regarding the terms of the online offer and our continuity program is provided in the shopping cart (in bold print) prior to any personal information being entered; in order to finalize their membership purchase, customers must check a box that states: By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide.  Your authorization of future automatic shipments and associated charges was provided by checking this empty box on the order page to complete your order.  The products are also shipped with information reiterating the terms and benefits of membership including the next shipment date.  We regret if you found the offer unclear in any way.
  
  On May 8, 2023, your initial order (a 30-day 6-piece introductory supply) was sent for a total of $80.96 (including $6.00 ** Sales Tax) which was charged in full when shipped to the credit card provided.
  
  On June 7, 2023, per the terms of the offer, your 2nd shipment, a 90-day 6-piece supply, was sent for a total of $323.80 (including $14.97 s&h plus $23.98 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  Your 1st installment of $108.75 was billed at the time of shipping leaving a balance of $215.05.
  
  On July 8, 2023, we attempted to process the 2nd installment of $107.52 for your 2nd shipment but the request for payment was declined by your financial institution leaving a remaining balance of $215.05 due and payable.  At this time the auto billing process was activated to send monthly notices advising of the balance due.  
  
  On August 18, 2023, your 2nd shipment was processed as received at our facility after the 60-Day Money Back Guarantee had expired, thus no credit was issued.  Unfortunately, returning a product via "Return to Sender" - without verifiable proof of mailing - can result in unpredictable transit times, and may also result in a package never being received back to our facility to process a return credit.
  
  On October 16, 2023, per your phone request, your account was cancelled.   Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account before October 16th. Our website offers multiple options to contact us via email, phone, or chat.  
  
  As a gesture of goodwill and in an effort to resolve this matter, the account balance of $215.05 has been cleared.  
  Please consider any invoices received after the date of this correspondence as having crossed in the mail.
  
  Your Crepe Erase account is now closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 10/27/2023

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

• Initial Complaint

  Date:10/09/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/11/23 $73.06 10/83 $231.69 I do not know what these charges are for. I haven't used the company for services, nor ordered goods

  Business Response

  Date: 10/13/2023

  *********************************
  *************************
  ***********, ** 70124-4113
  
  
  Date: 10/12/23
  
  Complaint ID: ********
  Account Number: *********
  File Number: **********
  
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Perricone Cold Plasma Sub-D with the purchase of a Face & Neck Firming Duo introductory offer on September 8, 2023.?
  
  We make every effort to be forthcoming regarding our promotions and offers for Perricone Cold Plasma Sub-D via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing. Customers that enroll in the member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. The information regarding the terms of the online offer and the continuity program are provided in the shopping cart prior to any personal information being entered.? Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase. Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  
  
  On September 11, 2023, your 1st shipment, a 30-day introductory supply, was sent for a total of $73.06 (including $3.11 LA Sales Tax) and charged in full at this time to the PayPal account provided.?
  
  On October 9, 2023, per the terms of the offer, your 2nd shipment, a full-size 90-day supply, was sent for a total of $231.69 (including $11.97 s&h plus $9.87 LA Sales Tax) and charged in full to the PayPal account on file.?
  
  On October 10, 2023, per your phone request, your subscription was canceled.  
  
  If you would like to take advantage of the 60-Day Money Back Guarantee available for the 2nd shipment, you may simply return the containers within 60 days of receipt to receive a full refund of the purchase price (minus shipping and handling), even if the bottles are empty.  If you choose to return this shipment, please follow the instructions found under the customer service section of our website www.subd.com.
  
  Your Perricone Cold Plasma Sub-D account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:10/09/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered this product on July 14, 2023.I NEVER received the product nor received ANY response to my emails.This company is a fraud!REFUND MY MONEY!!!!!!!!!!!!!!!!

  Business Response

  Date: 10/13/2023

  ***************************
  2220 **********
  *********, ** 34744-6007
  
  
  Date: 10/12/23
  
  Complaint ID: ********
  Account Number: NA
  File Number: **********
  
  Dear **************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Unfortunately, we are unable to locate a Crepe Erase order in your name with the information you provided.   
  
  There are times when an order placed online via our website generates an order confirmation email with a temporary order ID (as your screenshot indicated) but the order process is not completed (or cancelled) before the order is downloaded into our fulfillment and customer service system to be fulfilled.  Additionally, if customers respond to any unmonitored promotional or confirmation email addresses, ****************************** an automatic response is sent to advise of this which also provides our contact information. We regret if you experienced any difficulty contacting us via the phone, email, or chat options provided at our website, as these channels have been regularly tested without issue.
  
  Please be advised that we do not process payment for an order until it is shipped.  You may have seen an initial pending payment authorization when you placed the order.
  
  When an order is placed, the initial payment is submitted to your credit cards issuing bank for approval prior to shipment.  An approved authorization is not finalized as a charge until the order has shipped. Funds in the amount authorized are often held by your financial institution for **** business days and may not be available to you during such time.  PayPal may hold authorizations for a longer period.  If the merchant does not ask for a pending authorization to be finalized as a charge the funds are then released back into your account by the bank.  We recommend checking with your financial institution to confirm that a payment was actually finalized as a charge and the funds transferred to Crepe Erase.   
  
  If your bank confirms a completed charge, please fax a copy of your statement showing the completed transaction details to our **************** at ************.   Please include your name, complete address and your BBB complaint ID# ********.
  
  If you need further assistance, please contact Crepe Erase **************** at ************, 9am 8pm EST.
  
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:10/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 11th, 2023 I purchased an order of Crepe Erase, heavily advertised as a special Introductory Offer. It clearly appeared to be a special rate purchase of one order and was not in any way represented as an agreement to purchase subscription/additonal shipments of the product. The ordering process is deceptive and lacks necessary transparency regarding what you are actually purchasing. I am very careful when purchasing products....After realizing I'd received a second shipment and charge on my credit card I cancelled my account and received confirmation from Crepe Erase on July 20th that my account was cancelled, with the statement "You'll no longer receive shipments". This is after already being charged for the 2nd and 3rd shipments without any notification or recourse. I received a 4th charge on credit card in August of $75.33, I was able to dispute this charge in a timely manner to receive reimbursement through credit card provider. But am now receiving invoices from Crepe Erase for outstanding payment of $75.33.Crepe Erase has billed my credit card 3 consecutive months, despite my canceling my account in July and speaking with representatives on the phone several times; received no recompense or satisfactory response.This kind of business model is opportunistic, dishonest and reprehensible.Misleading, deceptive advertising--along with intentional lack of transparency in their ordering procedure--allows them to sign customers up for commitment of hundreds of dollars, effectively swindling their customers out of a large sum of money they were not knowingly agreeing to pay---customers like me and countless others who unknowingly set up a subscription for product they'd never even tried. Has company's claim I owe them August (last) payment affecting my Credit Score?! Advise?I want company to stop billing me for charge disputed as above (& refund June and July payments) Don't recall receiving more than 2 shipments; out of town, couldn't return.

  Business Response

  Date: 10/13/2023

  ***********************************
  1440 *****************
  ********, ** 87505-4024
  
  
  Date: 10/12/23
  
  Complaint ID: ********
  Account Number: *******
  File Number: **********
  
  Dear ****************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase on May 10, 2023.  
  
  We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. As part of their initial purchase, customers enrolling in the Crepe Erase member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. Information regarding the terms of the online offer and our continuity program is provided in the shopping cart - in bold print - prior to any personal information being entered.  Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase. Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.    The products are also shipped with information reiterating the terms and benefits of membership, including the next scheduled shipment date listed on the enclosed invoice.
  
  More specifically the offer you purchased stated: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new full size supply of Crepe Erase. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $64.95 plus $4.99 for shipping and handling charges per month.  All orders are subject to applicable sales tax. We regret if you found the offer unclear in any way.
  
  On May 11, 2023, your initial order (a 30-day introductory supply) was sent for a total of $70.35 (including $5.40 ** Sales Tax) which was charged in full at the time of shipping to the credit card provided.  
  
  Per the terms of the offer, on June 13, 2023, your 2nd shipment (a 90-day supply) was sent for a total cost of $227.25 (including $14.97 s&h and $17.43 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $76.59 was charged at this time to the credit card on file; the 2nd installment was charged as scheduled July 14th, leaving a balance of $75.33.
  
  On July 20, 2023, per your phone requests, your account was cancelled.  Information was provided regarding the remaining balance and return instructions for your 2nd shipment; as orders that have already been shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.  Please be advised, while cancelling an account stops all future shipments, it does not cancel the balance due for orders shipped prior to cancellation.
  
  On August 14, 2023, the 3rd and final installment of $75.33 for your 2nd shipment was charged.  At this time your account balance was paid in full.
   
  On August 19, 2023, your financial institution reversed the 3rd payment of $75.33 for your 2nd shipment.  While this chargeback created a credit in your favor with your credit card, it restored the amount of $75.33 as due and payable to Crepe Erase and activated the automatic billing process to send monthly notices advising of this balance. Please rest assured, nothing has been reported to any credit bureau. 
  
  Although no shipments have been returned, as a gesture of goodwill and in an effort to fully resolve this matter, the remaining balance of $75.33 has been cleared.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director