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:10/04/2023

  Type:Service or Repair 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.

  Bought cream once then they signed me up for membership which i did not agree to.

  Business Response

  Date: 10/11/2023

  *********************
  Apt 24
  **********************************************************-1038
  
  
  Date: 10/10/23
  
  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 Perricone Cold Plasma Sub-D September 4, 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.  
  
  More specifically the offer your purchased stated One month after your first order is shipped, and then every three months thereafter, you will be sent a new full-size supply of Sub-D **** & Neck Firming Duo. Each shipment will be charged $149.85 plus $11.97 for shipping and handling charges to the payment method you provide today, unless you cancel.  There is no commitment and no minimum to buy. All orders are subject to applicable sales tax.? We regret if you found the offer unclear in any way.??
  
  On September 5, 2023, your 1st shipment, a 30-day introductory supply, was sent for a total of $53.07 (including $3.12 MA Sales Tax) and charged in full at this time to the PayPal account provided.?
  
  On October 4, 2023, per the terms of the offer, your 2nd shipment, a full-size 90-day supply, was sent for a total of $171.19 (including $11.97 s&h plus $9.37 MA Sales Tax) and charged in full to the PayPal account on file.?
  
  Also on October 4th, per your phone request, your subscription was canceled.  Information was provided regarding your 2nd shipment and the 60-day Money Back Guarantee available.   
  
  On October 9, 2023, your financial institution reversed the payment of $171.19 for your 2nd shipment. Since return instructions had been provided for this order this chargeback was accepted as a way to issue a refund for this shipment.
  
  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:10/03/2023

  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.

  Guthy Renker has taken 4 payments from my credit card account ending in **** totaling $318.99 for a $238.83 order I placed on August 28, 2023! I called today to say I need to cancel my membership because their products are causing me to break out in sores. Was told to keep the products and I would be refunded for the order. I got an email stating my membership was canceled as requested but I still owe $79.61. Policy states that I have 60 days to return product with a money back guarantee. Guthy Renker owes me $318.99!!! Attached is my statement proving that they took these payments from me. Was told by customer service that 2 of the payments should have been just pre authorizations but they were posted and taken out of my credit card account! Crooks!!Please refund me what you owe me per your money back guarantee.Please see attached statement.Thank you,************************* ********************************************************************************

  Business Response

  Date: 10/06/2023

  *****************************
  111 *********************
  ************, ** 23185-5231
  
  
  Date: 10/05/23
  
  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.
  
  We regret to learn that you may have experienced a potential reaction with Crepe Erase, as you have stated. A Customer Specialist will be contacting you within the next few business days to discuss your experience. It is of utmost importance to us that any potential reaction to this product is documented and addressed.
  
  Our records reflect that you re-enrolled online for automatic shipments of Crepe Erase on June 18, 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. The products are shipped with information reiterating the terms and benefits of membership including the shipments total cost and payment schedule.  
  
  At the time of purchase, customers are provided the option to either begin with the standard introductory 30-Day Entry supply or a full-sized 90-Day supply. At the time of your initial purchase, the option to begin with a 90-Day supply was selected. We regret if it was not your intent select this option.
  
  On June 20, 2023, your initial order (a 90-day introductory supply) was sent for a total of $240.62 (including $15.74 VA Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $80.21 was charged at the time of shipping to the credit card provided; the 2nd installment of $80.21 was charged on July 21st as scheduled leaving a balance of $80.20.
  
  Also on July 21, 2023, we received your phone request to cancel, but our records reflect that after discussing membership options such as customization you instead accepted an offer to postpone your next shipment until December 19, 2023.  You also informed us that you were unable to use the eye cream and dark spot treatment.  As a courtesy the remaining payment of $80.20 was cleared.  
  
  On July 26, 2023, your next shipment was customized through your online self-management account access.  The ship now option was selected triggering the shipment to begin processing for delivery.   On July 27th, this 2nd shipment, a 90-day custom kit, was sent for a total of $239.68 (including $15.68 VA Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $79.91 was charged at the time of shipping to the credit card on file leaving a balance of $159.77.
  
  On August 22, 2023, we received your phone inquiry, asking for assistance with the next waiting order which you had just attempted to customized online via the account self-management option.  Your changes were confirmed as well as your request to ship the order August 26th.  As a courtesy an additional 10% discount was applied to this order and all future shipments as long as your membership remained active.  Information regarding the remaining two payments scheduled for your 2nd shipment (sent July 27th) and the total cost of this order was provided.   
  
  We regret if it was not clear at this time that you would see more than one payment a month since each individual shipment was set on a 3-payment plan based on a shipping frequency of every 90 days.  When the frequency was changed to once a month an overlap in payments occurred for your 2nd and 3rd shipments.   We apologize for any confusion this caused.  
  
  On August 27th, the 2nd installment of $79.89 for your 2nd shipment (sent July 27th) was charged leaving a balance of $79.88.
  
  On August 29, 2023, your 3rd shipment, the 90-day customized kit, was sent for a total of $238.83 (including $15.68 VA Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $79.62 was charged at the time of shipping to the credit card on file leaving a balance of $159.21.
  
  On September 27th, the 3rd and final installment of $79.88 for your 2nd shipment (sent July 27th) was charged.
  
  On September 29th, the 2nd installment of $79.60 for your 3rd shipment (sent August 28th) was charged leaving a balance of $79.61.
  
  Per your phone request on October 2, 2023, your account was cancelled.  Because you stated you had developed a reaction to the product refunds totaling $159.22 for your 3rd shipment were issued and the remaining balance of $79.61 was cleared.   
  
  On October 3, 2023, a supervisor contacted you regarding your billing questions.   The billing for the three shipments was explained.  At this time, you informed us that you had not received the second shipment sent July 27th.  Although the 60-day Money Back Guarantee had expired for that shipment as a courtesy, refunds totaling $239.68 for this July shipment were also issued.   
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:10/02/2023

  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.

  I ordered crepe erase in beginning of year, the products are not a good value. I wasnt aware it was a subscription service- I should have known better. In May I received a second order, which I returned to the company at my own expense and called and asked them to cancel my subscription. I never received the refund for returning the package, unopened package. In August I received another package, I promptly called. And was told I didnt cancel and I told them I canceled and returned package. They said they canceled me now and would send a return label so I wouldnt pay postage. Ive called 2 more times since then no label and they charged my account again for $99.93 I just want my refunds for the 2 packages I did not ask for

  Business Response

  Date: 10/06/2023

  *********************************
  Unit 185
  **********************************
  *********, ** 97015-8419
  
  
  Date: 10/03/23
  
  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 April 17, 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 confirming agreement to the provided terms of the purchase.  Your authorization of future automatic shipments and associated charges was provided by checking the 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 scheduled shipment date listed on the enclosed invoice. We regret if you found the offer unclear in any way.
  
  On April 17, 2023, your initial order (a 30-day introductory supply) was sent for a total of $74.96 which was charged in full at the time of shipping to the credit card provided.  
  
  Per the terms of the offer, on May 17, 2023, your 2nd shipment (a 90-day supply) was sent for a total of $299.82 (including $14.97 s&h) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $99.96 was charged at this time to the credit card on file leaving a balance of $199.86.
  
  On June 15, 2023, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $84.99 was issued and the balance of $199.86 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $14.97 (s&h) was not refunded.
  
  Per the terms of the offer, on August 17, 2023, your 3rd shipment (a 90-day supply) was sent for a total of $299.82 (including $14.97 s&h) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $99.96 was charged at the time of shipping leaving a balance of $199.86.
  
  On August 24, 2023, per your phone requests, your account was cancelled.  Information regarding the remaining balance and return instructions were provided.  As a courtesy a postage pre-paid return label was issued to assist with the return of your 2nd shipment at no additional cost to you. The label was mailed that same day.  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.  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.
  
  On August 28th, per your Live Chat inquiry, your account cancellation was confirmed, and you were advised of the return label sent August 24th.  
  
  On September 15, 2023, you informed us you had not received the return label.  A request for a second label was submitted.  This second label was mailed on September 18th.   We advise customers to allow a minimum of 7 10 business days for a return label to be delivered via *****
  
  On September 18, 2023, the 2nd installment of $99.93 for your 3rd shipment was charged as scheduled leaving a balance of $99.93.  
  
  On September 29, 2023, per your email request a 3rd label was issued and mailed that day.  As a courtesy and exception to our satisfaction guarantee, refunds totaling $199.89 were issued and the balance cleared prior to the receipt of your return.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 10/06/2023

   
  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:10/02/2023

  Type:Sales and Advertising 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 June 2023, I purchased the *********** Deluxe System trial offer. I immediately was not pleased with how my skin felt after using the products so I used the online chat (as recommended on the SubD website) to cancel. The agent I chatted with offered to extend my trial through the end of September so that I could finish the products before making a decision. I, regretfully, accepted. On September 5, I contacted them again to cancel. The agent offered to extend my trial again. This time I adamantly refused. The agent assured me that my subscription was canceled. This morning, I received an email that I was being charged $275 for an upcoming shipment. I, once again, contacted ***************** After going through the EXACT SAME STEPS as I'd done at the beginning of the month, the agent informed me that my account was never canceled. He could see where I spoke to an agent on the 5th but that she had not completed the cancellation as promised. I asked for a manager, and he gave me a phone number that picks up with a recording and then places you on hold indefinitely. I will be filing a fraud claim with my bank. DO NOT DO BUSINESS WITH THIS COMPANY.

  Business Response

  Date: 10/06/2023

  *****************************
  104 Willow ********************************************* 10/04/23
  
  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 June 24, 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.
  
  On June 26, 2023, your 1st shipment, a 30-day introductory supply, was sent for a total of $53.95 (including $3.99 ** Sales Tax) and charged in full at this time to the PayPal account provided.?
  
  On July 13, 2023, we received your Live Chat request to cancel but our records reflect that you instead accepted an offer to extend the 60-day satisfaction period to 90 days for your initial order and postpone your next shipment. The account was placed on hold until September 30th at which point regular shipments would resume.  
  
  On September 5, 2023, we received your second Live Chat request to cancel.  We regret to learn that your request to cancel your membership was not correctly processed at this time and would like to apologize for any inconvenience which resulted.  Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  On September 29, 2023, per the terms of the offer, your 2nd shipment, a full-size 90-day supply, was sent for a total of $275.21 (including $14.97 s&h plus $20.39 ** Sales Tax) and charged in full to the PayPal account on file.?
  
  Also, September 29, 2023, per your phone request, your subscription was canceled.  A pre-paid return label was offered to assist with the return of your 2nd shipment at no additional cost to you.  The label was emailed to you on September 30th.  
  
  As a gesture of goodwill and in an effort to resolve this matter, a full refund of $275.21 has been issued.  Please allow 3-5 business days for these credits to post.  We appreciate your feedback, as we strive to provide the highest quality products and service.
  
  Your Perricone Cold Plasma Sub-D account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 10/06/2023

   
  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:10/02/2023

  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 placed an order from a product line by The Body LLC called Crepe Erase. I received the order. Unbeknownst to me, I was signed up for a subscription. However, when asked if I wanted a discount if I agreed to future monthly shipments, I indicated no. When I received the order confirmation email, there was no indication I was part of a subscription. I received no email indicating a future shipment was scheduled, and I received no email indicating a future order shipped. However, I was charged for an order. The total was in the neighborhood of $384 split into three payments, with a little over $108 charged to my card. I never authorized any split payment, or payment at all. I only authorized one order, which I paid for and received. I did see later on the initial order that additional orders would come every three months. This new order is one month after the first order, and the amount does not even match what they indicated they will charge. And again, I did not agree to this during the purchase. I tried to cancel on the website once I saw the money was taken out, but there was no way to cancel. I chatted with a representative, who canceled my subscription, but said my order already shipped. I want my money returned.

  Business Response

  Date: 10/06/2023

  Ms. *****************************
  *******************************************************************-3517
  
  
  Date: 10/04/23
  
  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 1, 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 confirming agreement to the provided 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.
  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 $94.95 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 September 1, 2023, your initial order (a 30-day introductory supply) was sent for a total of $80.60 (including $5.64 ** Sales Tax) which was charged in full at the time of shipping to the PayPal account provided.  
  
  On October 1, 2023, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) began processing for delivery for a total of $325.37 (including $14.97 s&h and $25.55 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  We received an approved payment authorization for the 1st installment of $108.47 from PayPal at this time.
  
  On October 2, 2023, per your Live Chat request, your account was cancelled.  Information regarding your 2nd shipment and return instructions were provided since orders that have already been processed for delivery at the time of cancellation cannot be stopped.  They will be sent and continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.  Your 2nd shipment was sent.  
  
  On October 3rd we attempted to finalize the previously authorized 1st payment of $108.47 as a charge but the request was declined by PayPal.  This activated the auto past due billing process to send monthly notices advising of the full balance of $325.37.
  
  Please be advised, an initial order placed online does generate an order confirmation email as well as shipment confirmation with tracking.  But, at this time email reminders of replenishment shipments are not automatically sent prior to a scheduled ship date nor are shipment confirmations.  The date of the next replenishment shipment is noted on the invoice/packing slip included with every shipment and available online 24/7 via the self-management account access for active members.  Also available is shipment confirmation and tracking information via the order history option as part of the online member access.
  
  As a gesture of goodwill and in an effort to fully resolve this issue, the remaining balance due for your 2nd shipment has been cleared prior to any returns being received.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:09/28/2023

  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 from Crepe Erase, ******, **** a year ago, one time only. i phoned the company and asked their agent to remove my name and information and not to send anythig to me, since the fragrance smelled rancid and that i would never use it! she offered to send a scent free jar, which NEVER ARRIVED until last Thursday, when a small jar arrived in the mail with NO invoice. the NEXT day, a LARGE jar arrived...STILL no invoice or instructions for returning the unwanted product! i phoned my credit card company and instructed them not to pay any charges from Crepe Erase!) Last Monday morning, I received a PAST DUE invoice for $114.00.. i called, and the young lady there told me NOT to send it back and offered no way to do so.. that evening, i get a voicemail from an unidentified phone number, saying she was the supervisor and harassing me for immediate payment. I REFUSE TO PAY THESE SCAMMERS11 i did NOT order anything from them!

  Business Response

  Date: 10/05/2023

  ***************************************
  ******************************* E
  ******************************-3737
  
  
  Date: 10/02/23
  
  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 3, 2022.  
  
  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 confirming agreement to the provided terms of the purchase. The products are also shipped with information reiterating the terms and benefits of membership including the next shipment date.  
  
  On August 4, 2022, your initial order (a 30-day introductory supply) was sent for a total of $53.45 (including $3.50 ** Sales Tax) which was charged in full when shipped to the credit card provided.
  
  On September 6, 2022, per the terms of the offer, your 2nd shipment, a 90-day supply, was sent for a total of $173.15 (including $11.97 s&h plus $11.33 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $58.29 was charged at the time of shipping, leaving a remaining balance of $114.86.
  
  On September 12, 2022, we received your request to cancel your Crepe Erase account, but our records reflect that you instead accepted an offer of a complementary order of our fragrance-free line and postponement of your next automatic shipment until January 5, 2023.
  
  We regret to note on reviewing your experience that when the complementary order was placed an error occurred which placed a one-year hold on that order and also delayed the remaining two payments scheduled for your 2nd shipment.  When the complementary order shipped September 16, 2023, it also triggered the automatic billing system to process the 2nd payment for your 2nd shipment.   The credit card on file was declined by your financial institution since it had expired.   This activated the automatic billing system to send monthly notices advising of the remaining balance.  We apologize for any confusion or inconvenience this might have caused.
  
  As a gesture of goodwill and in an effort to resolve this issue, the remaining balance of $114.86 has been cleared.
  We appreciate your feedback, as we strive to provide the highest quality products and service.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:09/28/2023

  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 placed an order originally back in April or around that time. My customer number is ******** and my order number was ********. I try the product didnt like it and returned it for full refund plus asked to cancel my membership. Received credit for returned product. On June 30 to my credit card. September comes and now I receive another order. I called and they told me that the girl . who I spoke to never canceled the membership. But again they show me returning the previous order. I asked for a free return label to cover shipping charges. And they told me that they do not have such a thing and I would be responsible for the cost to return the product or else I would have to pay for this delivery which I never ordered. Shipping charges will be around $15 and I dont feel that I should be responsible for this especially since its their fault. I would like the shipping charges I have to pay to get it back to them to be refunded to my credit card account. It may be *****, but I dont have this extra money to put out for things that were not my fault. Thank you for your help.

  Business Response

  Date: 09/29/2023

  *****************************
  4 **************
  ******************, ** 08510-7996
  
  
  Date: 09/29/23
  
  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 7, 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 confirming agreement to the provided terms of the purchase. 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. We regret if you found the offer unclear in any way.
  
  On May 8, 2023, your initial order (a 30-day introductory supply) was sent for a total of $79.93 (including $4.97 ** 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 7, 2023, your 2nd shipment (a 90-day supply) was sent for a total of $319.68 (including $14.97 s&h and $19.86 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $107.24 was charged at this time to the credit card on file leaving a balance of $212.44.
  
  On June 12, 2023, we received your phone inquiry regarding why you received a 2nd shipment.  The membership was explained and return instructions provided.  Upon reviewing your experience, we regret to learn that you were advised to call us back by August but not informed prior to the completion of your call that your account remained active with a future shipment scheduled for September 8.  We would like to apologize for any inconvenience which resulted. Please rest assured that your experience has been reviewed and will be used to improve our service moving forward.
  
  On June 22, 2023, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $91.28 was issued and the balance of $212.44 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $15.96 (s&h) was not refunded.
  
  On September 8, 2023, your 3rd shipment (a 90-day supply) was sent for a total of $357.03 (including $22.18 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $119.03 was charged at this time to the credit card on file leaving a balance of $238.00.
  
  On September 26, 2023, per your phone request, your account was cancelled.  Information regarding the remaining balance and return instructions were provided.
  
  As a gesture of goodwill, a refund of $119.03 has been issued for your 3rd shipment and the remaining balance of $238.00 has been cleared prior to the receipt of your return.   In addition, a pre-paid return label was issued on September 29th to assist with the return of this shipment at no additional cost to you. Please allow a minimum of **** business days for that label to arrive by mail from the date of issue.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair 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 crepe erase product as a one time purchase. A month later I saw a credit card charge that I did not authorize. I called crepe erase. Crepe Erase signed me up as a member. I requested a one time purchase, I have not even tried the product for one month. BTW, product does not work. I asked for a return label and the woman from Crepe Erase said they would not give me a return label for a product I did not order.

  Business Response

  Date: 09/29/2023

  ********************************* ********
  2206 *************
  *******, ** 76210-0031
  
  
  Date: 09/28/23
  
  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 15, 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 confirming agreement to the provided terms of the purchase. Your authorization of future automatic shipments and associated charges was provided by checking the 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 scheduled shipment date listed on the enclosed invoice. We regret if you found the offer unclear in any way.
  
  On August 15, 2023, your initial order (a 30-day introductory supply) was sent for a total of $80.96 (including $6.00 ** Sales Tax) which was charged in full at the time of shipping to the credit card provided.  
  
  On September 19, 2023, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $323.81 (including $14.97 s&h and $23.99 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $107.96 was charged at this time to the credit card on file leaving a balance of $215.85.
  
  Also on September 19th, per your phone request, your account was cancelled. Information regarding the balance remaining for your 2nd shipment and return instructions were provided since 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.  
  
  As a courtesy a pre-paid return label was issued and mailed on September 21st, to assist with the return of the 2nd shipment at no additional cost to you. Please allow a minimum of **** business days for that label to arrive by mail from the date of issue.
  
  Although our records do not indicate that any returns have yet been received to present date, as a gesture of goodwill the remaining balance of $215.85 has been cleared prior to the receipt of your return.  Once your return is received a refund will be issued (less s&h per our satisfaction guarantee).
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:09/22/2023

  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.

  On May 2, 2023, I paid for what I thought was a one month supply to try Crepe Erase. The next month I realized I had been enrolled in monthly automated order as I was charged again in June. (Had surgery in June and was delayed in responding, which I had to later defend to customer service rep.) *********** I cancelled my account (Acct # ******** on July 2, 2023 by email (through PayPal) and received a confirmation of cancellation. Billing agreement ID B-9AU51470X0546625J I am still being billed for $80.40 because they said they sent a 3 month supply. I sent another email on July 21, 2023 ****************************** reminding I had already cancelled my account. I thought the issue would be resolved. I received another bill in August but I thought it may take time to reconcile.I received another email/bill today.When I called customer service today (spoke with Violet, **********, I was consistently interrupted and told I had never cancelled my account. (See email confirmation.) She said I had to have chosen the 3 month supply and I was beyond the time allotment. She wouldnt consider this may be a mistake. I tried to explain that I cancelled within the 60days and, again, thought I had ordered the one month supply to try the products. I offered to return the unused products. After 30+ minutes of banter and defense, she did not offer a solution or a compromise. It is my understanding there is a 60-day policy. I learned from Violet today this can be up to 100 days as well. I tried to explain the timeline and that I had even try to call before regarding the cancellation. (The response email confirming cancellation did not instruct me to return the unused products.) She insisted there is no record of my call. (I would have to check my phone records to get the date I called.) *********** I have a date stamped email with confirmation and she would not listen to these details.Again, I will gladly return the unused products. I would like the balance billed of $80.40 removed and the account marked zero and definitively closed. Thank you for your attention to this matter.

  Business Response

  Date: 09/28/2023

  ***********************
  9308 ************
  *******, ** 27615-4093
  
  
  Date: 09/27/23
  
  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 April 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 prior to any personal information being entered; in order to finalize their membership purchase, customers must check a box confirming agreement to the provided terms of the purchase. The products are also shipped with information reiterating the terms and benefits of membership.  
  
  Also, at the time of purchase, customers are provided the option to either begin with the standard introductory 30-Day Entry supply or a full-sized 90-Day supply. At the time of your initial purchase, the option to begin with a 90-Day supply was selected. We regret if it was not your intent to select this option.
  
  On May 1, 2023, your initial order (a 90-day full-sized supply) was sent for a total of $241.18 (including $13.30 ** Sales Tax) to be billed in 3 payments over 31-day billing cycles.  The 1st payment of $80.39 was charged at this time to the PayPal account provided.   The 2nd and 3rd payments of $80.39 and $80.40 were charged as scheduled on June 1st and July 2nd respectively.
  
  
  On July 10, 2023, PayPal reversed the 3rd payment of $80.40 for your initial order.  While this chargeback created a credit in your favor with PayPal, it restored the amount of $80.40 as due and payable to Crepe Erase and activated the automatic billing process to send monthly notices advising of this balance.   You included a cancellation notice dated July 2nd from PayPal with this complaint (Billing agreement ID ********************. with this complaint.  Please understand that cancelling a payment agreement with PayPal does not automatically cancel a subscription.  Your account was cancelled July 10th due to the chargeback.  While cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  
  
  On September 21, 2023, we received your phone inquiry regarding the billing notices.  Per your request your call was transferred to a supervisor who explained the total cost of your initial order, the payments, and the remaining balance.   You were informed that the 60-Day Money Back Guarantee (and even an exception of an additional 30-day extension) had expired in August.  
  
  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 September 21st.  Additionally, if customers respond to any unmonitored promotional or confirmation email addresses (such as ****************************** 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.
  
  As a gesture of goodwill and in an effort to fully resolve this matter, the remaining balance of $80.40 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:09/19/2023

  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 to try it! I was not informed I would be placed on autoship every three months. When I received the first autoship of the products they charged my credit card $249.00. If I had known, I would not have proceeded with the purchase. There should be a warning about the autoship!I have requested a refund! I am returning the Autoshipped product "unopened" to Crepe Erase, ******************************************* If they are a reputable company they will refund, QUICKLY, my money. I will let you know.ASuto shipping must be approved and agreed to!

  Business Response

  Date: 09/26/2023

  *******************************
  1171 S 400 E
  ***********, ** 84663-2419
  
  
  Date: 09/21/23
  
  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 August 9, 2023.
  We make every effort to be forthcoming regarding our promotions and offers 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 our member programs are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the order page of our website and has not been made difficult to locate or read.  It is also provided in the shopping cart in bold print prior to any personal information being entered.  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.  In addition, before customers may finalize their purchase, they 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 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. We regret if you found the offer unclear in any way.
  
  We do offer the ability to purchase Crepe Erase products without a replenishment account via the website or phone. However, customers who choose to place one-time orders are only offered our retail prices. Replenishment customers are offered many great benefits including discounted prices, free gifts, the ability to customize future shipments, and the ability to customize shipping frequency.  
  
  On August 9, 2023, your initial order (a 30-day introductory supply) was sent for a total of $64.31 (including $4.35 UT Sales Tax) which was charged in full to the PayPal account provided.
  
  On September 12, 2023, per the terms of the offer, your 2nd shipment, a 90-day supply, was sent for a total of $272.21 (including $14.97 s&h plus $17.39 UT Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $90.76 was charged at the time of shipping to the PayPal account on file, leaving a balance of $181.45.
  
  On September 19, 2023, per your phone request, your account was cancelled.  Information regarding your 2nd shipments total cost, the remaining balance and return instructions were provided; since although 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 Guarantee.
  
  Upon reviewing your experience, we learned  that your 2nd shipment had been refused (per the original **** tracking number ********************** assigned to this shipment) with this **** notation: Your item could not be delivered or returned to sender. As of 7:54 am on September 20, 2023.
  
  Please be advised that, 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.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill and in an effort to resolve this matter a refund of $75.79 has been issued and the remaining balance of $181.45 has been cleared.  Per the terms of our 60-Day Money-Back Guarantee, the $14.97 (s&h) was not refunded.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director