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:06/20/2023

  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 a one time order for their Crepe Erase product. All of the sudden, I started getting regularly mailed product under a "membership". I never subscribed or joined as a member. When I went to call the customer service line on the receipt *************), it is not a working number.Customer # ******* last "order no" ******** I have returned the latest product shipment. I have been charged $92.32 thus far and the receipt said another $91.13 will be charged to my card on 7/2/23 and $91.12 on 8/2/23. I am going to call my card company to block these. I would like a refund of the $92.32. I would also like the company stopped from assigning subscriptions to consumers who have NOT subscribed.

  Business Response

  Date: 06/28/2023

  *******************************
  115 ***********
  *********, ** 92024-1440
  
  
  Date: 06/28/23
  
  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 January 28, 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. Information regarding the terms of the online offer and the continuity program is provided in the shopping cart (in bold print, the same size text as the rest of the page) prior to any personal information being entered. In order to finalize their membership purchase, customers must check a box which 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 also offer the ability to purchase Crepe Erase products without a replenishment account. 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 January 30, 2023, your initial order (a 30-day introductory supply) was sent for a total of $64.61 (including $4.65 CA Sales Tax) which was charged in full to the credit card provided.  
  
  Per the terms of the offer, on March 1, 2023, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $274.57 (including $14.97 s&h and $19.75 CA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $92.32 was billed at the time of shipping; the 2nd and 3rd installments of $91.13 and $91.12 each were billed on April 1, 2023 and May 2, 2023, respectively. 
  
  On June 2, 2023, your 3rd shipment (a 90-day supply) was sent for a total of $274.57 (including $14.97 s&h and $19.75 CA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $92.32 was billed at the time of shipping, leaving a balance of $182.25.
  
  On June 20, 2023, per your email request, your account was cancelled and information was provided regarding the remaining balance scheduled to bill for your 2nd shipment: orders sent prior to cancellation will continue to bill as scheduled until either paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  Please be advised that our records do not reflect any contact was received in reference to your account prior to receipt of your email on June 20th.  Our same website where you placed your order offers multiple options to contact us by email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been regularly tested without issue. 
  
  While our records do not reflect that any returns have been received to present date on your account, as a gesture of goodwill and in an effort to fully resolve this matter, the remaining balance of $182.25 has been cleared and a refund of $76.19 has been issued without any return receipt. Per the terms of our 60-Day Money-Back Guarantee, the $16.13 (s&h) was not refunded.  Please allow 3-5 business days for credits to post. 
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Contact Center Operations Director

• Initial Complaint

  Date:06/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a crepe erase discovery set for $54.39 and a crepe erase body creme for $92.53 that were charged to my paypal account on February 3rd and 6th 2023. They were both one time order and much to my surprise I noticed that Crepe Erase automatically charged my paypal account $97.98 on March 3rd and $59.44 on March 7. I immediately called their customer service to let them know that I never apply for automatic renewal of my orders. The person on the phone was just trying to sell me more products that I didn't want. She also said that she could not cancel or refund the new order (which was charged and sent to me without my consent) because it was already on its way. I asked her to cancel any renewal orders that might be on my account (even though I never applied for them). I also blocked the company to get automatic payment from my paypal account. I received the orders for which they charged me without my consent a few days later and much to my surprise they sent me an email that I still owe them $116. Description says "CEU 2PC 90D Citrus Continuity". I did not receive any shipment for this and my feeling is that if I paid they will ship another set and then send me another invoice. It's crazy!I have been receiving pas due invoices for something I never ordered or never received. This is a scam. They must cancel this bill and stop to harass me.

  Business Response

  Date: 06/28/2023

  ***********************************
  65 **************
  Apt 11C
  ********, ** 10023-6010
  
  
  Date: 06/28/23
  
  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 placed 3 orders online, each including separate membership enrollment for automatic shipments of Crepe Erase.  
  
  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. Information regarding the terms of our online offers and the continuity program is provided in the shopping cart prior to any personal information being entered: these terms are bold print and in the same size font as the rest of the page. In order to finalize membership purchases, customers must check a box that states they agree to the provided terms of the purchase. Your authorization of future automatic shipments and associated charges was provided by checking this box to complete each of your initial subscription orders. 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 its payment schedule. We regret if you found the offers unclear in any way. 
  
  Your 1st order was placed online on November 4, 2022, for an Advanced Body Repair Treatment Ultra online offer including autodelivery, for a total cost of $86.01 (including $7.01 ** Sales Tax). At checkout, this offer states that: "Three months 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 Advanced Body Repair Treatment Ultra. Each shipment will be charged to the card you provide today, approximately every three months at the low price of $79.00 plus $5.99 for shipping and handling. All orders are subject to applicable sales tax. You are in control of your membership, call or visit www.crepeerase.com/account to customize your kit, modify shipping intervals, or to cancel your subscription. There is no commitment and no minimum to buy." Your 1st order was shipped the same day as it was placed, and was billed in full to the PayPal account provided. For clarity, the corresponding membership for this purchase is hereafter referred to as Subscription #1.
  
  Your 2nd order was placed online on November 30, 2022, for another full-size Advanced Body Repair Treatment Ultra online offer including autodelivery, for a total cost of $91.46 (including $7.46 ** Sales Tax), creating Subscription #2. This offer reflects the same continuity program information shown at checkout provided above, but at the price of $84.00 plus s&h, as pricing had increased between your order dates. Your 2nd order was also shipped the same day as it was placed, and also billed in full to the PayPal account provided.
  
  Your 3rd order was placed online on February 3, 2023, this time for a 2-piece 30-day introductory kit including free gifts, for a total cost of $54.39 (including $4.44 ** Sales Tax), creating Subscription #3. At checkout, this offer states that: "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 $49.95 plus $3.99 for shipping and handling charges per month.  All orders are subject to applicable sales tax. You are in control of your membership, call or visit www.crepeerase.com/account to customize your kit, modify shipping intervals, or to cancel your subscription. There is no commitment and no minimum to buy." This 3rd order was once more shipped the same day as it was placed, and billed in full to the PayPal account provided.
   
  On February 6, 2023, your 4th shipment (the 1st replenishment order for Subscription #1) was sent for a total of $92.53 (including $5.99 s&h and $7.54 ** Sales Tax) and billed in full at the time of shipping to the PayPal account on file. 
  
  On March 3, 2023, your 5th shipment (the 1st replenishment order for Subscription #2) was sent for a total of $97.98 (including $5.99 s&h and $7.99 ** Sales Tax) and billed in full at the time of shipping to the PayPal account on file. 
  
  On March 7, 2023, your 6th shipment (the 1st replenishment order for Subscription #3, a 90-day full-sized supply of the same items in your 2-piece introductory order) was sent for a total of $176.18, split into 3 installments to be billed over 31-day billing cycles.  The 1st installment of $59.44 was charged at this time to the PayPal account on file, leaving a balance of $116.74.  
  
  On March 8, 2023, per your phone request, all 3 subscriptions were cancelled. Information regarding the remaining balance scheduled to bill for your 6th shipment, as well as the 60-day Money Back Guarantee available for it, was provided at this time. Orders that have already shipped at the time of cancelation will continue to bill as scheduled until either paid in full or returned for credit within the 60-Day Money-Back Guarantee. 
  
  On April 7, 2023, we attempted to process your 2nd installment of $58.37 as scheduled for your 6th shipment, but the request for payment was declined by PayPal. This left the remaining balance of $116.74 due, and so monthly balance reminders were sent.
  
  On June 19, 2023, per your phone inquiries, the billing notice for your remaining balance was explained. Payment for your balance of $116.74 was charged to the credit card provided at this time, with thanks.  An email was sent afterwards as requested to the email address on file, confirming that your account was cancelled with the balance paid in full. 
  
  Your Crepe Erase account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:06/13/2023

  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 June 9, a box of Crepe Erase products arrived. I ordered and paid for the same product collection for a friend for Mother's Day on May 8.I did not enroll in a "membership" as the invoice stated that came with the products. My PayPal account shows 2 charges of $90.18 one on June 6,2023 and one on June 7,2023.There is a product return policy that instructions state to call for a return number. The phone line options only give you instructions for proper use of the product. NO CUSTOMER SERVICE option was ever answered.

  Business Response

  Date: 06/23/2023

  *************************
  *****************************************************-4823
  
  
  Date: 06/23/23
  
  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 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 cancel or make changes to their membership. This information is clearly stated on the order page of our website. Before customers may finalize their membership purchase, they must check a box that states they agree to the provided terms of the purchase: by checking that box, you agreed to the terms of the offer. The products are also shipped with information reiterating the terms and benefits of membership. We regret if you found the offer unclear in any way. While we also offer the option to purchase Crepe Erase products without a replenishment account, please be advised that one-time purchases are only available at retail prices. 
  
  On May 8, 2023, your first shipment (a 30-day introductory supply) was sent for a total of $63.26 (including $3.30 ** Sales Tax) which was charged in full at the time of shipping to the PayPal account provided.  
  
  Per the terms of the online offer, on June 6, 2023, your 2nd shipment (a full-sized 90-day supply) began processing for delivery as scheduled, for a total of $268.83 (including $14.97 s&h plus $14.01 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received authorization for payment of its 1st installment of $90.18 from the PayPal account on file at this time. 
  
  On June 7th, your 2nd shipment was sent and the 1st installment was finalized as a charge, leaving a balance of $178.65. When an order begins the shipping process, the initial payment is submitted to your financial institution for approval first: this may not always be the same date that we charge your credit card, as an approved authorization is not finalized as a charge until the order has shipped. Funds in the amount authorized are often held by your financial institution for 3-5 business days and may not be available to you during such time. As procedures vary amongst financial institutions, you may want to check with PayPal and/or your financial institution in terms of how they handle authorizations. 
  
  Please be advised that our records do not reflect any contact has been received in reference to your account since its inception, until receipt of your Better Business Bureau complaint. Our same website where you placed your order offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue. 
  
  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 $74.39 was issued and the balance of $178.65 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $15.79 (s&h plus applicable taxes on that) was not refunded.
  
  Your Crepe Erase account has now been cancelled; nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:06/07/2023

  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 clicked through on a ******** ad for Perricone anti-aging products. It was a combo kit of several different items offered, for a reasonable price. I can't find the transaction in my banking data, but it was around $54.00 I believe. I am also unsure of the date, but I think it was before Christmas of 2022.This product package was an initial offering with small sized products. At the time I ordered it, I didn't realize I was signing up for a subscription. This wasn't obvious at all. The new price for full sized products to be delivered was $136.27. I tried the starter products, wasn't impressed, and called to cancel any future orders. The woman I spoke with said she was sorry to see me go, and wanted to send me a free gift. I said that was fine, but I wasn't going to pay for anything else, and I told her to cancel any future shipments.About a week later, I received a box with a couple of full-sized products in it. Since I had cancelled, I assumed this was the "free gift" she had mentioned. Then they began sending me bills. I called and explained that I had cancelled and didn't want any more product sent. They actually cancelled me this time (apparently the first woman I spoke to didn't do that) but told me I had to pay for what was already sent. I refused, and now they have sent me a "Resolution Opportunity" from North Shore Agency.I have excellent credit and have worked very hard to keep it that way. I didn't want what they sent, but assumed it was the "gift" the representative mentioned.I called *********************** (the Perricone re-seller who got me with the ******** ad) and complained. The woman said that there was nothing she could do at this point since it was in collection. Then she offered to remove the $36.27 so the bill would only be $100. Obviously, there WAS something she could do. The whole thing is very sketchy. Please contact the company on my behalf and tell them to stop collections.Thank you!

  Business Response

  Date: 06/21/2023

  *************************************
  246 ************
  ***********, ** 30512-3598
  
  
  Date: 06/15/23
  
  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 on August 22, 2022.  
  
  We do make every effort to be forthcoming regarding our promotions and offers 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 Perricone Cold Plasma Sub-D member program are informed they will receive automatic shipments until they cancel or make changes to their membership.  Information regarding the terms of the online membership offer and the continuity program is 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 provided terms of the purchase. The products are also shipped with information reiterating the terms and benefits of membership, including each shipment's billing schedule as well as information about the 60-Day Money Back Guarantee available. 
   
  Your initial order (a 30-day introductory supply) was sent on August 23, 2022, for a total cost of $64.15 (including $4.20 ** Sales Tax) which was charged in full at this time to the PayPal account provided.   
  
  On September 28, 2022, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $205.25 (including $11.97 s&h and $13.43 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $68.98 was charged to the PayPal account on file at this time, leaving a balance of $136.27. 
  
  On October 29, 2022, we attempted to process your 2nd installment of $68.14 as scheduled, but the request for payment was declined by PayPal. This left the remaining balance of $136.27 due, and so monthly reminders have been sent.
  
  Our records indicate that on December 6, 2022, we received your phone request to cancel your Perricone Cold Plasma Sub-D account, but you instead accepted an offer to try a complementary product as well as rescheduling your next shipment to March 10, 2023. Information regarding the remaining balance due for your 2nd shipment was also provided at this time. We regret to learn that, due to a processing error, your free item was not shipped, and would like to apologize for any confusion which resulted. 
  
  On February 3, 2023, per your phone request, your account was cancelled, and the remaining balance for your 2nd shipment as well as its installment billing plan were explained. We note that this call was disconnected while our representative was consulting with a supervisor regarding your request to remove the balance due without any return received. 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. 
  
  Per your phone inquiry on June 5, 2023, our records reflect that you spoke with a supervisor who confirmed that because your 2nd shipment was not returned within the 60-day Money Back Guarantee period, the balance remained due. A partial credit of $36.27 was applied as courtesy at this time, per the previously-promised complementary product which had not been shipped: this credit reduced the remaining balance to $100.00.
  
  While our records do not reflect that your 2nd shipment has been returned to present date, as a gesture of goodwill and in an effort to fully resolve this matter, the account balance of $100.00 has been cleared. Additionally, ****************** was notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail. 
  
  Your Perricone Cold Plasma Sub-D account remains closed, with nothing further to be shipped or billed. 
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:06/02/2023

  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.

  This product is a scam. There is no readily visible indication that you are entering a membership and will receive more product at substantially higher cost. Make sure you do not allow automatic payments at Paypal or they will bill your account without your permission. The actor who repesents this product should be a shamed to do so. The whole thing is a total scam and should be avoided at all costs. I was initially billed $63 which I agreed to but not knowing I would receive future products and automatic billing. A second billing of $90 and then another $90 was charged to my Paypal account.

  Business Response

  Date: 06/16/2023

  ***********************************
  *************** Pike
  ********, ** 18954-2021
  
  
  Date: 06/16/23
  
  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 products on April 23, 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 the shopping cart, in bold print of the same size text as the rest of the page, prior to any personal information being entered. 
  
  More specifically, the offer you selected states that: "One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new full size supply of Crepe Erase. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $79.95 plus $4.99 for shipping and handling charges per month. All orders are subject to applicable sales tax. You are in control of your membership, call or visit www.crepeerase.com/account to customize your kit, modify shipping intervals, or to cancel your subscription. There is no commitment and no minimum to buy."
  
  Before customers may finalize their membership purchase, they must check a box that states they agree to the provided terms of the purchase: "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, including the next scheduled shipment date listed on the enclosed invoice. We regret if you found the offer unclear in any way. 
  
  We do also offer the ability to purchase Crepe Erase products without a replenishment account; however, customers who choose to place one-time orders are only offered our retail prices, whereas 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 April 24, 2023, 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 May 25, 2023, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent as scheduled, 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 first payment of $90.60 was charged to the PayPal account on file at the time of shipping, leaving a balance of $179.45.
  
  Please be advised that payment is submitted to your financial institution at the time a shipment begins processing for delivery, which may not always be the same date that we charge your credit card.  Funds in the amount authorized are often held by your financial institution for 3-5 business days and may not be available to you during such time.  As procedures vary amongst financial institutions, you may wish to check with your financial institution and/or PayPal in terms of how it handles authorizations. Typically, in any case, the amount authorized does not appear on your finalized statement - just the amount ultimately charged.
  
  On June 2, 2023, per your phone request, your account was cancelled.  Information was provided regarding the balance remaining for your 2nd shipment as well as return instructions given, since orders that have already been shipped at the time of cancelation will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee. 
  
  As a gesture of goodwill in an effort to resolve this matter, the remaining balance of $179.45 for your 2nd shipment has been cleared prior to the receipt of your return. Once your return is received within the guarantee period, a refund of the purchase price (less s&h, per the terms of our satisfaction guarantee) will be issued.  
  
  Your Crepe Erase account remains closed, and nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20136613
  
  I am rejecting this response because:

  Your organization is a scam and should be by a state agency where you  reside. There was no clear statement readable visible on the site that indicated this was a subscription service and you were going to be sending additional product and charging absorbent prices for them. All one has to do is look at the multitude of BBB and other complaints against this company to understand this problem,m. I will refer this to the attorney general of **********.
  

   

  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/28/2023

  ***********************************
  *************** Pike
  ********, ** 18954-2021
  
  
  Date: 06/28/23
  
  Complaint ID: ******** 
  Account Number:  *******
  File Number: **********
  
  Dear ********************,
  
  Thank you for the opportunity to respond.
  
  As stated in our previous response, information regarding the terms of the membership offer you purchased was provided in the online shopping cart, including the cost of subsequent shipments. As also noted previously, to complete 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 - as shown on the invoice you have included with your complaint. You are welcome to review our website where you placed your order to confirm for yourself the information which was provided previously, and can do so without entering any personal information. 
  
  Although our records do not indicate that any returns have been received to present date, as an additional gesture of goodwill in an effort to fully resolve this matter, a refund of $74.79 for your 2nd shipment has been issued prior to the receipt of your return. Per the terms of our 60-Day Money-Back Guarantee, the $15.87 (s&h plus applicable state tax on that) was not refunded. Please allow 3-5 business days for credits to post.  
  
  To confirm once more, your Crepe Erase account remains closed, and nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:05/31/2023

  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.

  On Feb 16, 2023, I saw a ads of Perricone MD products on ******** and I paid full amount $76.52. Weeks later, it was so surprising I saw a subscription created on PayPal by a company called ***********************. I cancelled the subscription immediately on PayPal and contacted PayPal customer service about this deceptive and fraudulent business practice. PayPal did **** the case unauthorized. Then I receieved a small box of products which I never ordered and asked me to pay $311, and the box doesn't contain any return label. I tried to call the phone number in the letter, but no one picked up the phone. I searched internet and email Perricone MD telling them stop doing these fraudulent things. And they emailed back that they are just another entity.Untill now, I am quite furious. I can't believe nowadays, there are business shameless doing deceptive business like this. I feel like sueing ******** which allow such deceptive ads on their website.They keep sending me letters ask me to pay them $311 for things I never purchased. And everytime I saw the letter it made me very upset and totally ruin my day. Please help me and help other customers. this compay should pay for its deceptive behavior. Please see the attached letter, they put the brand on the letter which was Perricone, the product actually is Perricone MD. and there is no *********************** on the letter. This is totally deceptive. Thanks,***

  Business Response

  Date: 06/16/2023

  *****************
  *************************************
  ********, ** 95129-3901
  
  
  Date: 06/16/23
  
  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 Perricone Cold Plasma Sub-D on February 15, 2022.  
  
  As part of their initial purchase, customers enrolling in the Perricone Cold Plasma Sub-D member program are informed they will receive automatic shipments until they cancel or make changes to their membership. We make every effort to be forthcoming regarding our promotions and offers via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. 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. These terms are bold print, the same size font as the rest of the page. Before customers may finalize their purchase, they must check a box that states they agree 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 and instructions on how to take advantage of the 60-day Money Back Guarantee available. We regret if you found the offer unclear in any way.
  
  Your initial order (a 30-day introductory supply) was sent on February 16, 2023, for a total cost of $76.52 (including $6.56 ** Sales Tax) which was charged in full to PayPal account provided.   
  
  On March 18, 2023, per the terms of the agreement, your 2nd shipment (a 90-day full-sized supply) began processing for delivery as scheduled, for a total of $311.51 (including $14.97 s&h and $26.69 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received authorization from PayPal at this time for payment of its 1st installment of $104.77.
   
  On March 21, 2023, your 2nd shipment was sent. We attempted to finalize payment of the previously-authorized 1st installment for $104.77 at this time, but the request was declined by PayPal. This left the full remaining balance of $311.51 due, and so monthly balance reminders have been sent.   
  
  On March 31, 2023, we received a request from PayPal to reverse the $76.52 payment for your initial order. The outcome of this dispute is still pending, and your account was canceled on receipt of this chargeback.  While cancelling an account stops future shipments, it does not cancel the balance due for orders already shipped prior to cancellation: shipments already sent prior to cancelation will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee. 
  
  Please be advised that our records do not reflect any contact has been received in reference to your account since its inception. Our same website where you placed your order, www.subd.com, offers options to contact ** via phone, email, or chat. Please be advised that Perricone MD products are also available via multiple retail stores, online at www.perriconemd.com, and via QVC - all of which maintain separate customer databases and would not have had access to account information for membership orders placed at subd.com.  
  
  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 account balance of $311.51 due for your 2nd shipment has been cleared.  
  
  Your Perricone Cold Plasma Sub-D account remains closed, and nothing further will be shipped.  Pending the result of the chargeback dispute, nothing further will be billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 06/21/2023

   
  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:05/16/2023

  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.

  At some point in the past, at least 18 months ago or more.. Perhaps even earlier than that, I ordered one time from a company called Crepe Erase. I did not reorder the product, and had no further dealings with them. Apparently last fall they decided to initiate a shipment and tried to charge my debit card. My bank account had been closed due to a major fraud case which I reported to the *** and to ********************* ************* in late September. At some point I started getting billed for a product which I refuse to pay since I did not order. The company sent the product without confirming payment. Now I am receiving notices from a debt collector, ******************* *** indicates that the creditor is Guthy Renker. I have sent *** a letter dated today, May 16th, stating my refusal to pay for a product I did not order and no longer have, as I never opened it.

  Business Response

  Date: 05/26/2023

  *****************************
  1213 ********
  **********, ** 20764-9574
  
  
  Date: 05/25/23
  
  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 products on March 26, 2022. As part of their initial purchase, customers enrolling in the Crepe Erase member program are informed they will receive automatic shipments until they cancel or make changes to their membership; before customers may finalize their membership purchase, they must check a box that states they agree to the terms of the purchase. Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order. The products are also shipped with information reiterating the terms and benefits of membership, including the next scheduled shipment date listed on the enclosed invoice.
  
  On March 28, 2022, your initial order (a 30-day introductory supply) was sent for a total of $52.95 (including $3.00 ** Sales Tax) which was charged in full at the time of shipping to the credit card provided.  
  
  Following an inventory delay, on May 17, 2022, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $149.85 (including $11.97 s&h and $9.71 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $57.67 was charged to the credit card on file at the time of shipping; the 2nd and 3rd installments of $56.94 and $56.92 were charged on June 17, 2022, and July 18, 2022, respectively. 
  
  On August 16, 2022, per the terms of the offer, your 3rd shipment (a 90-day supply) was sent for a total of $203.33 (including $11.97 s&h and $11.51 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $68.27 was charged to the credit card on file at the time of shipping; the 2nd installment of $67.53 was charged on September 16, 2022 leaving a balance due of $67.53.
  
  On October 17, 2022, we attempted to process your 3rd payment of $67.53 for your 3rd shipment, but the request was declined by your financial institution. Monthly balance due reminders were therefore sent.?? 
  
  On November 11, 2022, per the terms of the offer, your 4th shipment began processing for delivery as scheduled; as our request for payment authorization was declined, the order was placed on hold until its payment method could be updated.  
  
  Due to the amount of time the shipment was held without updates, your account was automatically cancelled on April 13, 2023.
  
  Please be advised that our records do not reflect any contact received has been received in reference to your account since its inception. 
  
  While our records do not reflect any returns have been received on your account to present date, as a gesture of goodwill and in an effort to fully resolve this matter, the remaining balance of $67.53 for your 3rd shipment has been cleared. North ************ has also been notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail. 
  
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:05/02/2023

  Type:Delivery 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.

  On 4-15-2023, I ordered Crepe Erase buy phone. The price advertised was and I paid was$64.16. when I received the products, I read on the receipt that I would be billed for 2 more payments of $64.+. The 2 more payments are not in the small print or appear in the ** advertisement. I did not use the products because of this and called the company to cancel everything. On 4-1-23 I sent all the products back plus the free items that are included unused. The package is due to arrive at the **** facility on 5-3-23 @11:59. The tracking # is 1Z1A08800399941742. I later received an E-mail from them that my subscription had been canceled,but that I may still owe $128.31. My customer number is *******, order number was ********. I do not have the capability to upload so I hope that I have provided enough info for you to understand the problem. thank you.

  Business Response

  Date: 05/11/2023

  *******************************
  76 ************
  ********, ** 43015-3364
  
  
  Date: 05/11/23
  
  Complaint ID: ******** 
  Account Number: *******
  File Number: **********
  
  Dear **********************,
  
  Thank you for contacting ** 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 ** know about your experience.
  
  Our records reflect that you enrolled by phone for automatic shipments of Crepe Erase on April 15, 2023. 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. Our records indicate that at the time of your initial purchase, the option to begin with a 90-Day supply (with cost split into three installments) was explained and agreed to. The products are also shipped with information reiterating the terms and benefits of membership, including each shipment's total cost and payment schedule on the enclosed invoice. We regret if you found the offer unclear in any way. 
  
  On April 17, 2023, your initial order (a 90-day supply) was sent for a total of $192.47 (including $12.59 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $64.16 was charged at this time to the credit card provided, leaving a remaining balance of $128.31.
  
  On May 1, 2023, per your phone request, your account was cancelled. Information was provided regarding the remaining balance due for your 1st shipment as well as return instructions, as orders sent prior to cancellation will continue to bill as scheduled until either paid in full or returned for credit within the 60-Day Money Back Guarantee.  
  
  On May 5, 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 $64.16 was issued and the balance of $128.31 was cleared.  As this refund was not accepted by the payment card on file, Refund Check #***** in the amount of $61.16 was printed on May 10, 2023, and is being mailed to you. Please allow 7 - 10 business days for arrival via USPS. 
  
  Your Crepe Erase account remains closed, and nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 05/15/2023

   
  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:05/02/2023

  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.

  The site advertised a set of products for ***** and 2 free gifts. The products were delivered and $86 dollars had been deducted from my PayPal account. The next month another deduction was made for $86, no product was sent. I canceled the ability for Crepe Erase to make any further deductions through my PayPal account. I have now received a letter from a debt collector that I owe $86 to Crepe Erase. I contacted customer service at ******************** who stated they send a ********************************************************* advertised, and automatically deduct $86 for 90 days. My original order was for 5 items with 2 free gifts. I received 3 x the fluid volume and 7 total products. I was charged $259.98 for products I did not order. The account was debited ***** x2 and Crepe Erase has turned the account over to ****************** for collections, which I do not owe. The advertisement of the product size and price vs what products are received and billed is fraudulent.

  Business Response

  Date: 05/11/2023

  *******************************
  ******************************************
  ****, ** 72921-8520
  
  
  Date: 05/11/23
  
  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 ** know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase on August 29, 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. At the time of purchase, customers are provided the option to either begin with the standard 30-Day introductory supply (as you reference advertised in your complaint narrative) or a 90-Day full-sized supply. At the time of your initial purchase, the option to begin with a promotionally-discounted 90-Day supply was selected; we regret if it was not your intent select this option. Please note that in order to finalize their purchase, customers must check a box that states they agree to the terms of the purchase as provided in their online shopping cart: your authorization was provided by checking that box to complete your order. 
  
  More specifically, the offer you purchased states at checkout that: "You will be charged 3 monthly payments:
  1st Payment: $78.96 charged today ************** S&H) 
  2nd Payment: $78.96 charged one month from today
  3rd Payment: $78.96 charged two months from today
  
  Three months after your first order is shipped, and then 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, unless you call or visit www.crepeerase.com/account to cancel. There is no commitment and no minimum to buy. 
  
  All orders are subject to applicable sales tax." 
  
  The products are also shipped with information reiterating the terms and benefits of membership, and include the shipment's total cost, payment schedule, and the next scheduled shipment date on the enclosed invoice. 
     
  On August 30, 2022, your initial order for a 90-day full-sized supply was sent for a total of $259.98 (including $23.10 AR Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $86.66 was charged to the PayPal account provided at this time; the 2nd installment of $86.66 was charged as scheduled on September 30th, leaving a remaining balance of $86.66.  
  
  On October 31, 2022, we attempted to process your 3rd and final installment of $86.66 as scheduled, but the request for payment was declined by PayPal. This left the balance still due, and so monthly balance reminders were sent.
  
  On November 29, 2022, per the terms of the offer, your 2nd shipment (a 90-day supply) began processing for delivery as scheduled, for a total cost of $259.98 (including $23.10 AR Sales Tax) to be billed in 3 installments over 31-day billing cycles. As the request to authorize payment of its 1st installment for $86.66 was declined by the PayPal account on file, the shipment was placed on hold until its payment method could be updated. 
  
  On April 29, 2023, your account was automatically cancelled due to the length of time it was on hold without update. 
  
  On May 1, 2023, per your multiple phone inquires, the total cost of your initial order and its remaining balance were explained, as well as that the shipment was no longer within the 60-Day Money Back Guarantee period; however, as a gesture of goodwill in an effort to resolve the matter fully, an exception was made to the limits of our satisfaction guarantee. The remaining balance of $86.66 was removed at this time, and a refund of $109.00 was issued - reducing the total cost paid for your full-sized introductory shipment to $64.32.
  
  As this $109.00 refund was not accepted by the PayPal account on file, Refund Check #***** was issued on May 10, 2023, and is being mailed to the billing address on file. Please allow **** business days for it to arrive via USPS.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:05/02/2023

  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.

  copy of email I sent to them with no response History- 1. I ordered samples to try your product (order #********) CEU 5PC 30DFF for $ *****. this was a one time purchase , I did not sign up for a subscription nor authorize further shipments. 2. I received a shipment- full order- (order # ********) CEU 5PC 90D and was charged $273.93. I did not order this , nor authorize this purchase. I spoke to one of your representatives. she assured me that I didn't have an account and would be sending me a return label for the product. I checked on your website and did not see an account or history of order status. I did not receive a return order label. I still have the product . 3. I received another order this past friday full order (order# ********) and charged $273.93. I did not order this, nor authorize this purchase. I checked your website, there is not an account set up for me with order history. I didn't authorize any of this nor set this up.I now have two orders that I did not order and have $ ****** charged on my credit card without my permission. I will be filing a complaint with the BBB and also am speaking to my bank about theft of charges on my account. I will be calling your customer service rep again to discuss how to reverse the charges fully to my account and return the product. Please have a manager reach out to me at ************. *********************

  Business Response

  Date: 05/11/2023

  ***************************
  256 ************
  ********, ** 43230-2834
  
  
  Date: 05/10/23
  
  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 ** know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase products on November 29, 2022. As part of their initial purchase, customers enrolling in the Crepe Erase member program are informed they will receive automatic shipments until they cancel or make changes to their membership. This information is clearly stated on the order page of our website. Before customers may finalize their membership purchase, they must check a box that states they agree 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 listed on the enclosed invoice. We regret if you found the offer unclear in any way. 
  
  Your initial order (a 30-day introductory supply) was sent the same date as ordered, on November 29, 2022, for a total of $64.43 (including $4.50 ** Sales Tax) which was charged in full to the credit card provided.  
  
  On December 31, 2022, per the terms of the offer, your 2nd shipment (a full-sized 90-day supply) was sent for a total of $273.93 (including $14.97 s&h plus $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 $181.85.
  
  Our records indicate that on January 8, 2023, we received your phone request to cancel your Crepe Erase account, but you instead accepted an offer to customize your future kits, with an email reminder to be sent before the next shipment, and a postage pre-paid return label was requested at this time to assist with the return of your 2nd shipment at no additional cost to you. The remaining scheduled payments were also postponed to allow time for your return to be received. We regret to learn that due to a processing error, the installment billing schedule was removed from your shipment and your email reminder was not properly configured; additionally, this error resulted in your return label not being mailed until April 19, 2023. We would like to apologize for any confusion or inconvenience which resulted. 
  
  As your return had not yet been received, on April 19, 2023, the full remaining balance of $181.85 for your 2nd shipment was charged to the payment card on file, due to the error which removed this shipment's installment plan. 
  
  Also on April 19, 2023, your 3rd shipment (a full-sized 90-day supply) was sent for a total of $273.93 (including $14.97 s&h plus $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 $181.85.
  
  On May 1, 2023, per your phone request, your account was cancelled. Information was provided regarding the balance remaining for your 3rd shipment, and it was confirmed that your 2nd shipment was no longer eligible for refund as it was no longer within the 60-Day Money Back Guarantee period. 
  
  In an effort to fully resolve this matter, refunds totaling $366.01 have been issued for your 2nd and 3rd shipments, and the remaining balance of $181.85 which was due for your 3rd shipment has been removed. Please allow 3- 5 business days for credit(s) to post. You are welcome to keep these shipments as a token of our apology for the errors noted: please rest assured that your experience has been fully reviewed and will be used to improve our services moving forward.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director