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

  
• 

  GRC Vitamins

  41550 Eclectic Street #200 Palm Desert, CA 92260

• 

  Crepe Erase

  415500 Eclectic ST STE 200 Palm Desert, CA 92260

• 

  Guthy-Renker

  Palm Desert, CA 92260

• 

  Guthy Renker

  PO Box 8982 Madison, WI 53708

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:09/14/2023

  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 purchased Crepe Erase back in June. I cancelled the membership but was shipped more product in July and charged $92.08. I shipped the product back, they received it but I have been trying to get my refund since July. I used my debit card for the purchase. After this, the card was compromised so I had to cancel the card. Since they couold not debit the card, they sent $16.09 check to me dated $7/26/23. I called and asked why I was only refunded this amount. They then said another check would be issued for $75.99 but it could take 6 weeks.. When I did not receive it, I called again and was told it might take 8 weeks. After 8 weeks and not receiving the check, they said another one would be issued, and take 8 weeks. What a run around. I asked to be transferred to the billing ****** A supervisor refused. This is the worst customer service I have ever received. I told the supervisor that I believe they are trained to give their customers a run around and avoid refunds. They received the product back. I just want my $75.99 back in good faith at a resonable time. It has been 8 1/2 weeks now. And, I'm told I have to wait another 8 weeks? What is going on there?

  Business Response

  Date: 09/22/2023

  *****************************
  Apt 3616
  *************************************************-3263
  
  
  Date: 09/19/23
  
  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 enrolled online for automatic shipments of Crepe Erase on May 2, 2023.  
  As part of the 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.
  On May 3, 2023, your initial order (a 30-day introductory supply) was sent for a total of $64.46 (including $4.50 ** Sales Tax) which was charged in full at the time of shipping to the credit card provided.  
  
  On June 6, 2023, per the terms of the purchase, your 2nd shipment (a 90-day full-sized supply) was sent as scheduled for a total of $273.93 (including $14.97 s&h and $19.11 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $92.08 was charged at this time to the credit card on file leaving a balance of $182.85.
  
  Also on June 6, 2023, per your phone request your account was cancelled.  Information regarding your 2nd shipment and return instructions were provided; although cancelling stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  Orders that are processed to be shipped at the time of cancelation will be sent and will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  On June 27, 2023, we received your phone call at which time you provided a tracking number for the return of your 2nd shipment.  As a courtesy a refund was processed prior to the receipt of your return.  We regret to learn, while reviewing your experience, that this refund was incorrectly processed and only issued a partial credit toward the remaining balance, decreasing the balance to $90.77.  
  
  On July 7, 2023, we attempted to process your 2nd payment scheduled for your 2nd shipment but the request for payment was declined by the credit card on file leaving the remaining balance of $90.77 due.  At this time the automatic billing process was activated to send monthly notices advising of this balance.  
  
  On July 12, 2023, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time we attempted to issue a refund in the amount of $75.99 to the payment card on file, however this refund was not accepted by your financial institution. The remaining balance was cleared and a request for a refund via check was submitted.  Per the terms of our 60-Day Money-Back Guarantee, the $16.09 (s&h) was not refunded.
  
  On July 17th and July 24th, per your phone inquiries, information regarding the declined refund attempt and refund check process was provided.  As a courtesy an additional refund was processed for the s&h charges of $16.09.
  
  On July 25, 2023, refund checks were approved.  We regret to learn that due to a system error only the refund check for $16.09 (s&h) was printed and mailed.  We would like to apologize for any confusion or inconvenience which resulted from this system error and the resulting delay.
  
  The additional refund check #*****, in the amount of $75.99, was printed on September 20th, and has been mailed to you. As **** delivery times can vary due to circumstances outside our control, we do ask that you allow a minimum of 7 10 business days for the check to be delivered.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:09/13/2023

  Type:Customer Service 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.

  They are very misleading. And they just take money out of your account without first sending an email (like other subscription-based companies do before they take money). VERY VERY hard to cancel with them. The customer service rep on the phone kept offering different deals and price reductions and about 5 times I had to continuously repeat just cancel everything. I paid 3 times, received 3 boxes, then way before my next shipment, I cancelled everything. Now they say I still owe them $90, and I havent received anything else from them. Once I cancelled, I shouldnt be charged anymore for products I did not receive. The way they do business is very sneaky and corrupt and should be illegal. I will NEVER do business with them again and will tell friends to not order anything from them! They are a scam. I should have read all the BBB complaints on file with them before I ordered with them. Hopefully some other women can be helped by this letter and all the other complaints that are online. I dont want them to harass me anymore, and I dont owe them any more money, as I cancelled my subscription WAY in advance of the next shipment.

  Business Response

  Date: 09/15/2023

  Ms. ************************************************************************ *******************************
  *****************************************************************************
  
  
  Date: 09/14/23
  
  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.
  
  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; this information is provided in the shopping cart prior to any personal information being entered. Additionally, before a membership purchase can be submitted, customers must also 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, as well as the next scheduled shipment date, the shipment's total cost, and the payment schedule.   Information regarding your account, including future scheduled shipment dates and shipping frequency, is available 24/7 for active members via the online self-service membership management login.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase on May 4, 2023. That same day your initial order (a 30-day introductory supply) was sent for a total of $63.56 (including $3.60 ** Sales Tax) which was charged in full at the time of shipping to the PayPal account provided.  
  
  On June 6, 2023, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $270.11 (including $14.97 s&h and $15.29 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $90.66 was charged at this time to the PayPal account on file leaving a balance of $179.45.
  
  Also on June 6, 2023, per your phone request, your account was cancelled. Information regarding the balance remaining for your 2nd shipment and the satisfaction guarantee available was 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.  
  
  We regret to learn that you found the cancellation process difficult. We do want to ensure members are aware of all of their options and benefits available with our flexible membership program and are able to clarify any questions at the time cancellation is processed.  Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  On July 7, 2023, your 2nd installment of $89.73 was charged as scheduled to the PayPal account on file leaving a balance of $89.72.  
  
  On August 7, 2023, we attempted to process your 3rd installment of $89.72 as scheduled but the request for payment was declined by PayPal leaving a remaining balance of $$89.72.  due and payable to Crepe Erase.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.  
  
  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 the remaining balance of $89.72 has been cleared.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 09/19/2023

   
  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:09/11/2023

  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.

  Hi cancelled my Crepe Erase subscription in May 2023. I was assured on the phone that there would be no more shipments of the product and I had no balance.I just received an August 2023 bill for 168.91.I called and tried to straighten this out with a customer service person. She spoke in circles not answering my questions.

  Business Response

  Date: 09/15/2023

  Ms. ***************************** 1/2 ************
  *******, ** 06811-4840
  
  
  Date: 09/13/23
  
  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 for automatic shipments of Crepe Erase on April 23, 2017, and have been receiving full-size replenishment shipments approximately every three months until May 2023.  
  
  On May 25, 2023, your last shipment (a full-size supply) was sent as scheduled for a total of $168.91 (including $8.97 s&h and $10.09 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $56.69 was charged at this time to the credit card on file leaving a balance of $112.22.
  
  On June 15, 2023, your financial institution reversed the 1st installment of $56.69 for your 2nd shipment due to your payment dispute. While this chargeback created a credit in your favor with your financial institution, it restored the full amount of $168.91 due and payable to Crepe Erase.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.  Your account was cancelled June 15th due to chargeback.
  
  On September 8, 2023, we received your phone inquiry regarding the billing notices.  The reason for the balance was explained. The cancellation date and reason were provided.  At the time of your call the 60-day Money Back Guarantee had expired for the May shipment.  We regret upon reviewing your call that a supervisor was not available at that time and the call ended without a resolution.
  
  As a gesture of goodwill and in an effort to fully resolve this matter, the remaining balance of $168.91 for your last shipment has been cleared.  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

• Initial Complaint

  Date:09/11/2023

  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.

  Returned crepe erase was **** 90 dollars another $90 and another $60 and want my refund.

  Business Response

  Date: 09/15/2023

  *******************************
  Apt 111
  *******************************
  *******, ** 48601-7331
  
  
  Date: 09/13/23
  
  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 July 7, 2023.
  
  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. This information is provided in your shopping cart prior to any personal information being entered. Additionally, before a membership purchase can be submitted, customers must also 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.
  
  On July 7, 2023, your initial order, a 30-day introductory supply, was sent for a total cost of $63.56 (including $3.60 MI Sales Tax) and charged in full to the credit card provided.
  
  On August 7, 2023, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $270.11 (including $14.97 s&h and $15.29 MI Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $90.06 was charged at this time to the credit card on file leaving a balance of $180.05.
  
  On August 11, 2023, 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.
  
  On September 7, 2023, the 2nd installment for your 2nd shipment was charged as scheduled to the credit card on file leaving a balance of $90.02.
  
  On September 14, 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 $164.22 was issued and the balance of $90.02 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $15.87(s&h) was not refunded.  Your initial order was also processed as returned on September 14th but at that time the 60-day satisfaction guarantee had expired for this shipment thus no refund was issued.
  
  As a gesture of goodwill and in a effort to resolve this matter a refund of $63.56 has now been issued for your initial order as well.  Please allow 3 - 5 business days for these credits to post.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.  
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:08/30/2023

  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.

  On 7/31/23 I purchased a skin care package from Perricone MD aka *********************** LLC. The purchase price of the products was $79.95. Only after purchasing and receiving my product did I see the fine print that I would be automatically charged $299.85 plus tax in a month after purchase and every month after that for a skin care package unless I canceled. Ive been attempting to cancel my order and my subscription I would like to return their product but they only accept unopened returns although they advertise a 60 guarantee. My past order is not showing up on my account on their website and I believe they intentionally make it difficult or impossible to cancel and return orders. The price jump from $79.99 to $299.99 is also very high and I believe intentionally a bait and switch. After researching others experiences it appears this business relies on tricking customers into expensive subscription unwittingly. I am still trying to cancel my subscription with the company but they are not responsive or helpful.

  Business Response

  Date: 09/07/2023

  *****************************
  **************************************************************************-9300
  
  
  Date: 09/04/23
  
  Complaint ID: ********
  Account Number: #*********
  File Number: **********
  
  *****************,
  
  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 July 31, 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.  We regret if you found the offer unclear in any way.??
  
  On July 31, 2023, your 1st shipment, a 30-day introductory supply, was sent for a total of $84.35 (including $4.40 ** Sales Tax) and charged in full at this time to the PayPal account provided.?
  
  On August 30, 2023, per the terms of the offer, your 2nd shipment, a full-size 90-day supply, was sent for a total of $332.13 (including $14.97 s&h plus $17.31 ** Sales Tax) and charged in full to the PayPal account on file.?
  
  Also on August 30th, per your Live Chat request, your subscription was cancelled. We regret to learn while reviewing your experience that you left the chat before return instructions or any information regarding your 2nd shipment could be provided.
   
  We do offer a 60-day Money Back Guarantee on all shipments. If for any reason you're not completely satisfied, just return the containers within 60 days of receipt, and you'll get a full refund of the purchase price (minus shipping and handling), even if the containers are empty.  Return instructions can be found on our website www.subd.com under customer service.
  
  As a goodwill gesture, a pre-paid return label was emailed to you to assist with the return of your 2nd shipment at no additional cost to you.  Once that shipment is returned a refund will be issued less s&h per our satisfaction guarantee. If you would also like to return your initial order, please follow the return instructions found on the website to ensure the return is received within the 60-day time frame.
  
  Your Perricone Cold Plasma Sub-D account is now closed with nothing further to be shipped or billed.??
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:08/24/2023

  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 contacted this company after my original order was late arriving! One week late, the person that answered the phone was very laid back... Asked me what I was contacting the company about? I started to explain, but he was interrupting me before I could finish! I kept saying that I did not contact you to hear a Commercial, but he continued to talk. There was silence and I kept saying hello, but there was no answer... I realized that he had hung up on me! I then went to their website to log-in. I encountered a problem logging in. It should not have been a problem, because I auto saved my log-in information... The problem was, their website is setup where your auto information can't work! You are forced to enter all information by typing it in, Password Managers will not work! I clicked on Show, so that I could compare the info that I was entering to make sure it was indeed correct. It would not accept the correct info, therefore I had to request a Password Reset link. After receiving it, I I copied everything that I entered so that this would not happen again! Surprise... Next time the same thing happened, I requested another Password Reset link. This was intentional, not the wrong Passwords. every time I tried to log in automatically the information would not be accepted. I reported to my Bank that the trial period had not expired, before the main order was enacted! I did tell the person at Creap Erase before he hung up, I called to cancel my subscription. I have not been able to contact them. nor have I received any correspondence from them. Albeit that I was supposed to have 60 Days [Advertised] to try their product, before the agreement was to kick in. I didn't have time to even try the product before this happened. It's too much of a hassle to return packages, that is why I was contacting them to get a return label! The package is rather heavy, being it that It should have never been mailed that soon I don't feel obligated to pay for it's return

  Business Response

  Date: 09/01/2023

  Ms. **************************
  ***********************************************************-9220
  
  
  Date: 08/30/23
  
  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 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. 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, the 60-Day Money Back Guarantee available and 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 $79.95 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 June 19, 2023, your initial order (a 30-day introductory supply) was sent for a total of $65.19 (including $5.23 CA Sales Tax) which was charged in full at the time of shipping to the credit card provided.  
  
  On July 19, 2023, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent as scheduled for a total of $277.06 (including $14.97 s&h and $22.24 CA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $93.25 was charged at this time to the credit card on file leaving a balance of $182.81.
  
  On August 2, 2023, we received your phone inquiry regarding your 2nd shipment.  Information was provided explaining that this shipment was the 1st full-size replenishment and sent one month after your initial introductory (a 30-day supply) order.   We regret to learn while reviewing your experience that the call connection was lost before any additional questions could be answered.
  
  On August 19, 2023, the 2nd installment of $91.91 for your 2nd shipment was charged to the credit card on file, leaving a remaining balance of $91.90.
  
  We regret if you experienced any difficulty contacting us or accessing your account online.  Our website offers multiple options to contact us via email, phone, or chat which have each been tested without issue.
  
  As a gesture of goodwill and in an effort to resolve this matter the remaining balance of $91.90 for your 2nd shipment has been cleared. In addition, a pre-paid return label has been issued to assist with the return of the 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.  The 60-day satisfaction guarantee for your 2nd shipment has been extended an additional 30 days (until 10/19). Once your return is received a refund will be issued (less shipping and handling, per our satisfaction guarantee.)
  
  Your Crepe Erase account is now closed in accordance with your request; and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20517789
  
  I am rejecting this response because: you have a clause in it... "The 60-day satisfaction guarantee for your 2nd shipment has been extended an additional 30 days (until 10/19). Once your return is received a refund will be issued (less shipping and handling, per our satisfaction guarantee.)"

  You are saying, that you will send me a Prepaid Return Label and deduct it from my refund upon receiving the return!  Due to your tardiness in handling this matter, the second phase was entered into, which should never have happened! The Trial, The End of contract... Your Agent hung up on me, which delayed the process!
  
  Sincerely,
  
  **************************

  Business Response

  Date: 09/07/2023

  Ms. **************************
  ***********************************************************-9220
  
  
  Date: 09/05/23
  
  Complaint ID: ********
  Account Number: *******
  File Number: **********
  
  Dear ****************,
  
  Thank you for the opportunity to respond.
  
  We regret if the information included in our initial response regarding our satisfaction guarantee was unclear.  
  
  As stated previously a prepaid return label was mailed to you on August 30th, in addition the Money Back Guarantee period was extended an additional 30 days until October 19th.  Our 60-day satisfaction guarantee does specify that shipping costs (the s&h charged when the order is initially shipped) are a non-refundable item.  
  The cost of the return postage provided by the complementary pre-paid return label is not subtracted from your refund.
  
  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 fully resolve this matter, a full refund of $185.16 has been issued prior to your return being received.  Please allow 3-5 business days for the credit to post.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 09/08/2023

   
  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.Upon the resolve as being completed!
  
  Sincerely,
  
  **************************

• Initial Complaint

  Date:08/23/2023

  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.

  I see countless others have had this SAME scam. This company clearly tricks people into thinking they are paying a reasonable amount for a one time purchase of products. Just under one month later I see a charge that is triple the original amount for I have no idea what. I did not agree to ongoing charges or shipments. This company is using bad faith practices as it is EASY to have your usability clearly show that you are enrolling people in some ongoing and expensive commitment. To NOT make that clear should certainly be considered criminal in this day & age. There is no excuse for this ongoing customer confusion. It is unconscionable that this company is allowed to continue with this practice. I see a currently pending transaction through my paypal for $174.76 and I will be calling my credit card company to dispute this charge.

  Business Response

  Date: 09/01/2023

  ***************************
  15 **********
  ********, ** 14450-3115
  
  
  Date: 08/30/23
  
  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 **** & Neck Firming Duo July 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. The information regarding the terms of the online offer and the continuity program are 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.  
  
  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 July 25, 2023, your 1st shipment, a 30-day introductory supply, was sent for a total of $43.15 (including $3.20 ** Sales Tax) and charged in full at this time to the PayPal account provided.?
  
  On August 23, 2023, per the terms of the offer, your 2nd shipment, a full-size 90-day supply, was sent for a total of $174.76 (including $11.97 s&h plus $12.94 ** Sales Tax) and charged in full at the time of shipping to the PayPal account on file.?
  
  Also on August 23, 2023, per your phone request, your subscription was canceled. Information regarding your 2nd shipment and the 60-Day Money Back Guarantee was provided. A request was submitted to issue a refund prior to the return of your shipment.
  
  On August 24, 2023, as a courtesy a full refund of $174.76 was issued.  Please allow 3 5 business days from the day of issue for the credit to post to your PayPal account.
  
  Your ******************** Cold Plasma Sub-D account remains closed with nothing further to be shipped or billed.??
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 09/01/2023

   
  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:08/15/2023

  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 a promotional sample of these skin care products for $79. No where on their website as I was placing that one time order did they say that they were enrolling me in a membership. They then shipped me additional product maybe a month later, without my permission or consent, and billed me over $150 for it. I immediately called their customer service number and complained, and cancelled the membership that I never had signed up for. I disputed that $150 charge with my credit card company, successfully. They agreed the charges and membership were not warranted. They continue to bill me for the products that they shipped without my permission. They are now billing me $317.81 because they say that last shipment was being billed on two installments. I am told my only options are to pay for this unwanted and unapproved shipment, or to return all of the product at my own expense (which would be very expensive; these are heavy jars of skin creams that again, I never requested or approved being shipped to me). I am told my membership has been cancelled, but I continue to get bills. I am concerned that ultimately they might refer this to a collections agency and impact my superior credit rating. I want them to reduce my account balance to $0 and leave me alone. I called again and after a huge run around and a lot of time I spoke with a woman named ******* who told me she was writing off my balance. Clearly she didnt as I received another bill for $317.81 today. They should not be allowed to ship me something I did not request, sign me up for a paid membership/subscription without my consent, or allowed to require me to return this product at my own expense.

  Business Response

  Date: 08/31/2023

  *****************************
  15812 ********************************************
  *******, ** 23120-2237
  
  
  Date: 08/23/23
  
  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 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 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, the shipment's total cost, and the payment schedule.
  
  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 May 25, 2023, your initial order (a 30-day introductory supply) was sent for a total of $79.45 (including $4.49 VA Sales Tax) which was charged in full at the time of shipping to the credit card provided.  
  
  On June 27, 2023, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $317.81 (including $14.97 s&h and $17.99 VA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $106.56 was charged at this time to the credit card on file leaving a balance of $211.25.
  
  On June 29, 2023, 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.  
  
  On July 7, 2023, your financial institution reversed the 1st installment of $106.56 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the full amount of $317.81 due and payable to Crepe Erase.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  On August 8, 2023, per your phone inquiry, the billing notices were explained.  Although your 2nd shipment had not been returned at that time, as a courtesy, the remaining balance of $317.81 was cleared.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 08/31/2023

   
  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:08/15/2023

  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 purchased a package of beauty products advertised by them through social media (Instagram), I did not agree to any other future purchases or subscriptions! Nor was there ever any information about this. The purchase was for $63.00. A month later my paypal account was charged ******. I disputed this with paypal but they did not refund the money. I contacted ************************* and told them I never ordered any other product from them. They said the item was on the way and they would email me a return label and then when they received the product back they would refund me. They never sent me a return label despite calling them.

  Business Response

  Date: 08/31/2023

  *******************************
  532 *********
  ********, ** 18944-3014
  
  
  Date: 08/23/23
  
  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 July 9, 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 Deluxe System. Each shipment will be charged $239.85 plus $14.97 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 July 10, 2023, your 1st shipment, a 30-day introductory supply, was sent for a total of $63.55 (including $3.60 ** Sales Tax) and charged in full at this time to the PayPal account provided.?
  
  On August 8, 2023, per the terms of the offer, your 2nd shipment, a full-size 90-day supply, was sent for a total of $270.11 (including $14.97 s&h plus $15.29 ** Sales Tax) and charged in full to the PayPal account on file.?
  
  On August 8, 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.  We regret to note, on reviewing your experience, that due to an error the email including the return label was not sent. We would like to apologize for any inconvenience which may have resulted.
  
  On August 15, 2023, per your social media post providing tracking information as proof of your return, a full refund of $270.11 was issued for your 2nd shipment, as a courtesy, prior to your return being received and processed.
  
  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:08/01/2023

  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 bought this product has a gift for my mom and ended up returning it due to the fact that she was allergic to it. Then about 3 months later I had an unexpected charge of 91 dollars to my account from this company. What a hassle to have to go through to get them to cancel my account and then have to send back the unwanted product. Not just that but to have my account overdrawn for another 3 weeks. Then when I finally think it's all over not only did they s**** me again but did not refund me the entire amount. The refunded me 75 of the 91. So not only did I have to pay to return the first product but then again this time. The best part is she never even used any of the product except one she opened and tried the rest were still sealed. How is it a company with so many celebrity endorsements could do the customers so dirty. I just want the entire amount I was charged back. Customer ************** ***************************

  Business Response

  Date: 08/16/2023

  *******************************
  1658 *************
  **********, ** 87144-6526
  
  
  Date: 08/16/23
  
  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 March 8, 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, including the next scheduled shipment date listed on the enclosed invoice. We regret if you found the offer unclear in any way.
  
  On March 13, 2023, your initial order (a 30-day introductory supply) was sent for a total of $64.50 (including $4.54 ** Sales Tax) which was charged in full at the time of shipping to the credit card provided.  
  
  On April 11, 2023, the billing address was changed and the scheduled shipping date for your next shipment was rescheduled to July 10, 2023, via your online self-service membership management.
  
  On May 18, 2023, your 1st shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $64.50 was issued.
  
  On July 9, 2023, your 2nd shipment (a 90-day full-sized supply) began processing for delivery as scheduled, for a total of $273.77 (including $14.97 s&h and $18.95 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received authorization for payment of the 1st installment of $91.28 at this time from the credit card on file.
  
  On July 10, 2023, per your phone request, your account was cancelled.  Information regarding your 2nd shipment already in processing was provided, since orders that are processed to be shipped at the time of cancellation will be sent and will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On July 11, 2023, your 2nd shipment was sent, and the previously-authorized 1st installment of $91.28 was finalized as a charge, leaving a balance of $182.49.
  
  On July 19, 2023, your 2nd shipment was processed as returned, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $75.20 was issued and the balance of $182.49 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $16.08 (s&h plus applicable state tax on that charge) was not refunded.
  
  While our satisfaction guarantee does specify that s&h costs are nonrefundable, as a gesture of goodwill and in an effort to fully resolve this matter, an additional refund of $16.08 for s&h charges 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

  Customer Answer

  Date: 08/16/2023

   
  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,
  
  ***************************