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

  
• 

  Crepe Erase

  415500 Eclectic ST STE 200 Palm Desert, CA 92260

• 

  Guthy Renker

  PO Box 8982 Madison, WI 53708

• 

  GRC Vitamins

  41550 Eclectic Street #200 Palm Desert, CA 92260

• 

  Guthy-Renker

  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:04/27/2023

  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.

  In the fall of 2022 (exact address unknown) I made an online purchase for a sample pack of Crepe Erase products for $80+. I did not order or authorize an auto shipment. A few weeks later I received a much larger box of Crepe Erase products with an invoice of $213.15. I contacted them and said I did not authorize and requested a return authorization number. They said it would be mailed. I never received one. I emailed and tried to contact on other occasions, but was unsuccessful in getting the RAN or getting them to stop billing me. I told them I did not order the products and had no intentions of paying their fraudulent bill, but I would be happy to return the UNOPENED/UNUSED items. I never received anything but more invoices until I got a letter this week stating they had turned the account over to a collection agency. This is a SCAM and an attempt to unjustly charge for unwanted products. I want the invoices removed from my account and the letter from the credit bureau voided and removed from my records. I am still willing to return the items once they send me the proper paperwork.

  Business Response

  Date: 05/05/2023

  *************************
  ********************************************************************-6940
  
  
  Date: 05/02/23
  
  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 online for automatic shipments of Crepe Erase on August 20, 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 purchase, they must also 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. 
  
  On August 22, 2022, your first shipment (a 30-day introductory supply) was sent for a total of $80.21 (including $5.25 ** Sales Tax) which was charged in full at the time of shipping to the PayPal account provided.  
  
  On September 21, 2022, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $320.81 (including $14.97 s&h and $20.99 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $107.66 was charged to the PayPal account on file at shipping, leaving a balance of $213.15.
  
  On October 22, 2022, we attempted to process your 2nd installment of $106.58 as scheduled, but the request for payment was declined by PayPal. This left the remaining balance of $213.15 due, and so monthly balance due reminders have been sent.
  
  On January 25, 2023, per your phone inquiry, an exception was made to the limits of our 60-day guarantee period to allow the return of your 2nd shipment to clear the balance due. The return period was extended until February 18, 2023, and a postage pre-paid return label was mailed to assist with the return of this shipment at no additional cost to you. 
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account prior to or since your call on January 25, 2023. Please also note that if an email is sent in response to any automated, unmonitored reminder and/or confirmation email addresses, an automatic response is sent to advise of this - which also provides our customer care contact information.
  
  Although your 2nd shipment has not been returned to present date, as a gesture of goodwill and in an effort to fully resolve this mater, the remaining balance of $213.15 has been cleared. North Shore has also been notified to remove your account from collections. Please consider any notices received after the date of this correspondence to have crossed in the mail; no further invoices will be sent, and nothing has been reported to any credit bureau.
  
  Your Crepe Erase account is now closed, and nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my subscription with Perricone 3/15/23 and was charged $101.24 on 4/7/23 and was told this is because the last product they sent was a 90 day supply charged over 3 months (meaning two more charges of $101.24, after cancellation). This payment plan was not clearly specified during purchase, the advertising indicated it was charge for 30-day supply. Predatory and misleading marketing, fine print not transparently disclosed. This business is unethical and should penalized. All of this after ordered sample sizes to try, and was automatically enrolled in the monthly program, again without transparency.

  Business Response

  Date: 05/05/2023

  *****************************
  14 **************
  **********, ** 02871-4944
  
  
  Date: 05/03/23
  
  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 online for automatic shipments of Perricone Cold Plasma Sub-D on February 2, 2023.  
  
  We do make every effort to be forthcoming regarding our promotions and offers: 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 offer and the continuity program is provided in the shopping cart prior to any personal information being entered. These terms are 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, the shipment's total cost, and the payment schedule.  We regret if you found the offer unclear in any way. 
  
  Your initial order (a 30-day introductory supply) was sent on February 3, 2023, for a total cost of $74.86 (including $4.90 ** Sales Tax) which was charged in full at this time to the credit card provided.   
  
  On March 7, 2023, per the terms of the offer, your 2nd shipment (a full-sized 90-day supply) was sent for a total of $304.76 (including $14.97 s&h and $19.94 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $102.29 was charged at the time of shipping, leaving a remaining balance of $202.47. 
  
  On March 15, 2023, per your chat request received outside business hours, your account was canceled. Information was emailed to you regarding the remaining balance to bill for your 2nd shipment, since orders sent prior to 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, the 2nd installment of $101.24 for your 2nd shipment was charged as scheduled, leaving a remaining balance of $101.23.
  
  On April 23, 2023, per your chat inquiry, the remaining balance of $101.23 was cleared as a gesture of goodwill, without any returns received. A confirmation of your zero balance was also emailed as requested.
  
  Your Perricone Cold Plasma Sub-D account remains closed, and nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/27/2023

  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.

  It wont give me date or total and thats what Im complaining about. I dont want a subscription. I want my money back ASAP

  Business Response

  Date: 05/05/2023

  ***********************************
  PO Box 1561
  ********************
  
  
  Date: 05/03/23
  
  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 placed your initial order online on April 19, 2023, for an introductory 5-piece 30-day supply of Crepe Erase at a total cost of $62.66 (including $2.70 HI Sales Tax).  
  
  Your payment is submitted to your credit cards issuing bank for approval at the time your order is placed. 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. As the request for payment authorization for your order was declined by your financial institution, the order was placed on hold until the payment method could be updated.
  
  Per your social media and phone inquiries on April 25, 2023, it was confirmed that the payment for your order had not successfully processed, therefore your order had not been shipped. As requested, your order was re-processed at this time, as a one-time shipment; however, the request for payment authorization was once more declined by your financial institution.
  
  As request for your order's payment was declined both times, no funds have been transferred to Crepe Erase for your order - and so there is no refund to be issued. 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. Because procedures vary amongst financial institutions, you may want to check with your financial institution in terms of how it handles authorizations. Typically, the amount authorized does not appear on your finalized statement, just the amount ultimately charged. 
  
  Your Crepe Erase account has now been cancelled: nothing will be billed or shipped unless you choose to place an order in the future. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/17/2023

  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 Crepe Erase from Amazon on 2/19/2023 for $84.00. I started using it on March 1, 2023, which says use for 8 weeks for results. I see None. I talked to ***** on Crepe erase.com and she says they dont work with Amazon orders. It says right on their page it does. I wish for my $84.00 refund it does not work at all!

  Business Response

  Date: 04/26/2023

  *******************************
  *************************************************************-1209
  
  
  Date: 04/26/23
  
  Complaint ID: ******** 
  Account Number: NA 
  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. 
  
  As we strive to provide only the highest quality products and service, we regret to learn your experience with Crepe Erase did not meet your expectations. Please be advised that our Crepe Erase customer care team is only able to access orders placed directly with Crepe Erase by phone or at www.crepeerase.com; we do stand by our products and offer our 60-Day Money Back Guarantee on every order placed directly with **. We also go to great lengths to ensure the integrity and quality of our products available from authorized sellers -  Amazon (sold and shipped by Amazon), QVC, and ****** - that's why we offer our 60-Day Product Exchange Guarantee for products purchased through authorized retailers. You can read more about our Exchange Guarantee at **************************************************************.
  
  As you state that your purchase was made on February 19, 2023, it is no longer eligible for our 60-Day Product Exchange Guarantee. We are not able to issue refunds for Crepe Erase products which were purchased from Amazon, and we recommend inquiring with them about their return and refund policies. 
  
  We appreciate your understanding in this matter.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19940726
  
  I am rejecting this response because:it does not work as stated in 60 days! $84 wasted!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/11/2023

  Date: 05/10/23
  
  Complaint ID: ******** 
  Account Number: NA
  File Number: **********
  
  Dear **********************,
  
  Thank you for the opportunity to respond.
  
  As stated previously, we regret to learn that your experience with Crepe Erase did not meet your expectations: results will vary per individual, as every person's skin is different. When used consistently and as directed, Crepe Erase users usually experience skin that looks firmer, smoother and younger within the first 30 days of use. Even though it may seem like your crepey skin appeared overnight, it took years to get that way, so it is important to be patient and allow the product time to take effect while using the 2-Step system consistently as directed.
  
  As also stated previously, we do offer our 60-Day Money Back Guarantee on every order placed at our website or by phone, because Crepe Erase is clinically shown to improve the look of dry, crpey skin on the body. We offer a 60-Day Product Exchange Guarantee for products purchased through authorized retailers, but we are not able to issue refunds for Crepe Erase products which were purchased from Amazon. As you stated that your purchase was made on February 19, 2023, it is no longer eligible for our 60-Day Product Exchange Guarantee; to confirm once more, we recommend inquiring with Amazon about their return and refund policies. 
  
  We appreciate your feedback.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered what I thought was a trial amount of crepe erase in February 4, 2023 for $63.48 I did not intend to subscribe to an automatic renewal. However, in March, 2023 I received another package from Crepe Erase and was billed *****. I immediately called to cancel any subscription I had inadvertently made (the only way to contact customer service is by phone). I was going to keep the second package and consider this a ****** learned. I was told that my subscription was cancelled. Then, in April, 2023, I was again billed for *****. I did not receive any additional product. I called to ensure my subscription was indeed cancelled and was told I had actually agreed to pay 200 plus dollars in three installments. I asked about how I could cancel any remaining payments and was told the final bill would be waived. I then asked if I could receive a refund for the unopened second package and was told if I sent it back, the final payment would not be waived and I would be refunded for only one of the ***** payments minus costs of shipping. I feel very deceived by the Crepe Erase company. I just wanted to try the product once and suddenly I'm paying well over $200 for a second package I did not want. If I misunderstood my original purchase, when I called to cancel in February it was not explained that I would still owe 200 some dollars. I could still return to my second package for a refund but was discouraged from doing so by customer service and told it would not be a full refund. Very disappointed with this experience and will warn friends not to purchase this product.

  Business Response

  Date: 04/26/2023

  Ms. ************************************************************************ ** 50021-4562
  
  
  Date: 04/26/23
  
  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 February 2, 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. 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 experienced any difficulty in contacting us via the phone or chat options provided at our same website where you placed your order, as these channels have been regularly tested without issue.
  
  On February 3, 2023, your first shipment (a 30-day introductory supply) was sent for a total of $63.56 (including $3.60 IA Sales Tax) which was charged in full at the time of shipping to the credit card provided.  
  
  Per the terms of the offer, on March 7, 2023, your 2nd shipment (a full-sized 90-day supply) was sent for a total of $269.21 (including $14.97 s&h plus $14.39 IA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $89.76 was charged at this time to the credit card on file, leaving a balance of $179.45.
  
  On March 14, 2023, per your phone request, your account was cancelled; please be advised that orders which have already shipped prior to cancellation will continue to bill following the schedule on the shipment's enclosed invoice, until either paid in full or returned for credit within the 60-Day Money Back Guarantee. 
  
  On March 7, 2023, the 2nd installment of $89.73 for your 2nd shipment was charged to the credit card on file, leaving a remaining balance of $89.72. 
  
  On April 13, 2023, per your phone inquiry, the total cost and installment billing for your 2nd shipment was explained. As a courtesy at this time, the remaining installment of $89.72 was cleared, without any return received: due to a processing error, a refund of $5.38 was also issued at this time.
  
  We regret to learn in reviewing your experience that on March 14th you were not provided accurate information about the total cost of your 2nd shipment, as well as that incorrect information was subsequently provided regarding our 60-Day Money Back Guarantee. We apologize for any inconvenience which resulted - please rest assured that your experience will be used to improve our services moving forward.
  
  Our satisfaction guarantee states: If for any reason you're not completely satisfied, you may simply return the product(s) - even if empty - within 60 days of receipt, for a refund of your full purchase price (minus shipping and handling.) This guarantee is applicable regardless of any partial refunds or additional discounts which may be applied to an order.  
  
  As a gesture of goodwill in an effort to fully resolve this matter, refunds totaling $159.14 (the shipment's purchase price, less s&h per the terms of our guarantee) have been issued for your 2nd shipment. You are welcome to keep this shipment as a token of our apology. 
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 05/04/2023

   
  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:04/11/2023

  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.

  I ordered a face kit in the amount of $65.66 on 3/3/2023. I was under the impression that this was a one-time transcation for the facial products I ordered. On 4/7/2023 i checked my Paypal account and saw that i was charged $279.04 on 4/3/2023 by Guthy-Renker, LLC and when i clicked on the transaction i saw that this was a pre-approved recurring payment that i did not authorize. As of now, i had to cancel the recurring transaction through Paypal and i'm trying to get my refund as they advertise their products under false pretenses. When i go on their site to find my order to see if i signed up for a subscription, it's nowhere to be found.

  Business Response

  Date: 04/20/2023

  ***************************
  ********************************
  Wilmington, ** 90744-1838
  
  
  Date: 04/20/23
  
  Complaint ID: ******** 
  Account Number: #********
  File Number: **********
  
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Perricone Cold Plasma Sub-D on March 3, 2023. 
  
  We do make every effort to be forthcoming regarding our promotions and offers. As part of their initial purchase, customers enrolling in our subscription 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 also check a box that states they agree to the provided terms of the purchase - your authorization of future shipments was provided by checking this box to complete your initial order.
  
  More specifically, the offer you purchased states that: 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 March 6, 2023, your initial order for a 30-day introductory supply was sent for a total of $65.66 (including $5.70 CA Sales Tax) and charged to the PayPal account provided. 
  
  On April 3, 2023, per the terms of the offer, your 2nd shipment (a full-sized 90-day supply) was sent for a total of $279.04 (including $14.97 s&h plus $24.22 CA Sales Tax) which was charged to the PayPal account on file. 
  
  Per your request on April 10, 2023, your subscription was cancelled and return instructions were provided. 
  
  As a goodwill gesture in an effort to resolve this matter, a postage pre-paid return label has been emailed to you to assist with the return of your 2nd shipment at no additional cost to you. Once your return is received within the 60-Day Money Back Guarantee period, a refund of the purchase price will be issued (minus shipping and handling, as our satisfaction guarantee does specify that shipping costs are a non-refundable item.) 
  
  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:04/11/2023

  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 was mailed a package of products that I did not order and did not want. I immediately contacted the company, Crepe Erase, and was told to return the products and I would be refunded for the prices, less shipping. I agreed to this and shipped the products back. The products were received by the Company on 3/17/2023 and signed for by ************. **** shipping number 9510-8115-0526-3073-3036-15. I have contacted them numerous times regarding my refund but they will not answer. To date, I have not received a refund.

  Business Response

  Date: 04/19/2023

  Ms. ***************************** ************
  ******, ** 72773-8909
  
  Date: 04/19/23
  
  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 products on February 1, 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 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, including the next scheduled shipment date listed on the enclosed invoice. We regret if you found the offer unclear in any way. 
  
  On February 1, 2023, your initial shipment (a 30-day introductory supply) was sent for a total of $65.06 (including $5.10 AR Sales Tax) which was charged in full at the time of shipping to the credit card provided.  
  
  Per the terms of the offer, on March 7, 2023, your 2nd shipment (a full-sized 90-day supply) was sent for a total of $276.48 (including $14.97 s&h plus $21.66 AR Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $93.03 was charged at this time to the credit card on file, leaving a balance of $183.45.
  
  On March 9, 2023, per your phone request, your account was cancelled.  Information was provided regarding your 2nd shipment's remaining balance and the 60-Day Money Back Guarantee available, since orders that have already shipped at the time of cancellation will continue to bill as scheduled until paid in full or returned for credit. 
  
  On March 26, 2023 per your email inquiry, it was confirmed that your return had not yet been processed. Please be advised that returns must go through several steps in receipt and processing in order to issue credit(s) as appropriate; we ask that customers please allow 7 business days from the date of receipt to process refunds. We regret to learn your return was not processed within this standard timeframe, and apologize for any inconvenience which resulted.
  
  On March 30, 2023, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time the balance of $183.45 was cleared and a refund of $76.79 issued. The s&h charge of $16.24 was not refunded per the terms of our 60-Day satisfaction guarantee. 
  
  Per your email inquires on March 31st and April 1st, your return's receipt and refund issued were confirmed. If you have not yet received that refund, please provide the following Acquirer's Reference Number to your financial institution to check on the status: ARN *********************** for refund of $76.79, accepted to card on 3/31/23.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Business Response

  Date: 04/19/2023

  Ms. ***************************** ************
  ******, ** 72773-8909
  
  Date: 04/19/23
  
  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 products on February 1, 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 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, including the next scheduled shipment date listed on the enclosed invoice. We regret if you found the offer unclear in any way. 
  
  On February 1, 2023, your initial shipment (a 30-day introductory supply) was sent for a total of $65.06 (including $5.10 AR Sales Tax) which was charged in full at the time of shipping to the credit card provided.  
  
  Per the terms of the offer, on March 7, 2023, your 2nd shipment (a full-sized 90-day supply) was sent for a total of $276.48 (including $14.97 s&h plus $21.66 AR Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $93.03 was charged at this time to the credit card on file, leaving a balance of $183.45.
  
  On March 9, 2023, per your phone request, your account was cancelled.  Information was provided regarding your 2nd shipment's remaining balance and the 60-Day Money Back Guarantee available, since orders that have already shipped at the time of cancellation will continue to bill as scheduled until paid in full or returned for credit. 
  
  On March 26, 2023 per your email inquiry, it was confirmed that your return had not yet been processed. Please be advised that returns must go through several steps in receipt and processing in order to issue credit(s) as appropriate; we ask that customers please allow 7 business days from the date of receipt to process refunds. We regret to learn your return was not processed within this standard timeframe, and apologize for any inconvenience which resulted.
  
  On March 30, 2023, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time the balance of $183.45 was cleared and a refund of $76.79 issued. The s&h charge of $16.24 was not refunded per the terms of our 60-Day satisfaction guarantee. 
  
  Per your email inquires on March 31st and April 1st, your return's receipt and refund issued were confirmed. If you have not yet received that refund, please provide the following Acquirer's Reference Number to your financial institution to check on the status: ARN *********************** for refund of $76.79, accepted to card on 3/31/23.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 04/28/2023

   
  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:04/10/2023

  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.

  Have been charged $182. 25 for an order that was not placed. No email was sent to verify I wished to delay or change an order. No email sent verifying that this order was confirmed. $92.83 was taken from my PayPal account today. I thought this firm would respond quickly to my request. Never responded except for the email stating $182.25 was due on my order ! As today being Monday no response. Notified them 3 times!***********************************, **********************

  Business Response

  Date: 05/10/2023

  *************************************
  8412 ****************
  #G
  ****************, ** 91730-3786
  
  
  Date: 05/09/23
  
  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. We also regret the delay in responding to your complaint filed with the Better Business Bureau on April 10, 2023, as we only received this complaint on May 3, 2023.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase on March 2, 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.  
  
  More specifically, the offer you purchased states that: "One month 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 $79.95 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, including the next scheduled shipment date as well as the shipment's total cost and payment schedule on the enclosed invoice. We regret if you found the offer unclear in any way. 
   
  On March 3, 2023, your initial order (a 30-day introductory supply) was sent for a total of $64.61 (including $4.65 ** Sales Tax) which was billed in full to PayPal account provided. 
    
  On April 4, 2023, per the terms of the agreement, 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 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $92.32 was billed to the PayPal account on file at this time, leaving a balance of $182.25. 
  
  On April 6, 2023, your account was cancelled as requested. We regret to learn on reviewing your experience that our email response confirming your request had been processed was not delivered, due to an invalid email address provided with your initial chat request. Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation: they will continue to bill as scheduled until paid in full or are returned for credit within the 60-Day Money-Back Guarantee. The remaining balance due for your 2nd shipment was provided via an automated cancellation confirmation email which was sent to the email address on file for your account.  
  
  On April 13, 2023, per your email request, a postage pre-paid return label was sent to assist with the return of your 2nd shipment at no additional cost to you.  
  
  On April 19, 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 $76.19 was issued and the balance of $182.25 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $16.13 (s&h) was not refunded. 
  
  As outlined above, our records do not reflect any additional refund is due.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped.  
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/07/2023

  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 purchased crepe erase in Dec 2022 from the company I was not under the impression this was something that they sent auto ship. The company then withdrew another $92.55 on January 27 2023 from my bank account I placed a call to the company and that's when I found out about there "auto ship" I advised them to cancel that immediately. I have email confirmation that it was cancelled, the company then withdrew $91.32 from my account on 2/26/23 . I placed another call to the company and was advise oh u still owe for the "deluxe kit we sent" which I never ordered they advised that was a final payment. Once again today 3/29/23 they have take $91.33 from my account. I now have to cancel my bank card to get this to stop and they refuse to refund my money.

  Business Response

  Date: 04/18/2023

  ***************************
  1027 *******************
  *******, ** 13748-1102
  
  
  Date: 04/17/23
  
  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 December 24, 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, in bold print which is the same size text as the rest of the page. 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.
  
  More specifically, the offer you purchased states that: One month 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 $79.95 plus $4.99 for shipping and handling charges per month, unless you call customer service or visit **************************/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, including the next scheduled shipment date, as well as each shipment's total cost, its payment schedule, and information about the 60-day Money Back Guarantee available. We regret if you found the offer unclear in any way. 
   
  On December 27, 2022, your initial order (a 30-day introductory supply) was sent for a total of $64.76 (including $4.80 ** Sales Tax) which was billed in full at this time to the credit card provided.   
  
  On January 25, 2023, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $275.20 (including $14.97 s&h and $20.38 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $92.55 was billed to the credit card on file when it was shipped, leaving a balance of $182.65. 
  
  On January 28, 2023, per your phone request, your account was cancelled; it was confirmed that your 2nd shipment was already in transit, and the delivery could not be stopped. We regret to note that this call was disconnected before any information could be provided about the remaining balance scheduled to bill for your 2nd shipment, or about the 60-Day Money Back Guarantee available for it. Please be advised that orders sent prior to cancellation will continue to bill as scheduled until either paid in full or returned for credit within the guarantee period.
  
  On February 25, 2023, the 2nd installment of $91.32 for your 2nd shipment was charged as scheduled, leaving a balance of $91.33.
  
  Also on February 25th, per your phone inquiry, your account's cancelled status was confirmed. The total cost of your 2nd shipment was also explained at this time, but we regret to note that once more this call was ended prematurely, before return instructions could be provided or the remaining payment date confirmed.
  
  On March 28, 2023, the 3rd and final payment of $91.33 for your 2nd shipment was charged to the card on file as scheduled, at which time your account was paid in full.  
  
  Per your phone request on March 29, 2023, our records reflect you were transferred to a supervisor who explained the installment billing for your 2nd shipment, and confirmed that your account was both cancelled and paid in full. 
  
  As our records do not reflect any returns have been received on your account to present date, there is no refund due.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 05/07/2023

   
  Complaint: 19868663
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the product in February 2023 and started using it. They promise immediate results, which after using twice every day for 20+ days, I was not seeing any results, so decided I would cancel. On March 19, 2023, I got an email from Paypal that authorized a payment of $105 to BodyFirm. I received no email from Crepe Erase for order or for shipment of the product. I contacted them immediately and told them I wanted to cancel the order and be refunded and cancel my membership. I was told the order was already shipped and they could not cancel it or refund me, but that I could send it back and they would then refund within a few weeks. After many emails, on March 22, they stated the following: From: GR Questions <*************************************************>Sent: Wednesday, March 22, 2023 12:05 PM To: ****************** <******************>Subject: RE: Re: Crepe Erase | Cancellation Request Dear *******,We are very sorry for any inconvenience and we want you to know that we deeply value your feedback and experience.Upon reviewing the account we are glad to inform you that we were able to clear the balance on the account You Currently have zero balance on the account.The amount authorized will be back available on your account in approximately 3 to 5 business days You may return your product/shipment by whatever means is most convenient for you. The return shipping address is:Crepe Erase ************************************* We are always here to help with any questions you may have. Please feel free to give us a call at ************** between the hours of 8:00 AM EST and 5:00 PM EST; 7 days per week.Thank you, ****** The Crepe Erase **************** Team Customer Number : ******* As of March 29, 2023, I have seen no refund. I got a tracking number and was told the package shipped on March 21, which means they lied to me on March 19 that they could not stop the shipment.I want Crepe Erase to refund my money and send emails to people when orders bill and ship.

  Business Response

  Date: 04/14/2023

  *************************************
  **********************************
  ****************, ** 01535-1714
  
  
  Date: 04/14/23
  
  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.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase on February 16, 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. The products are also shipped with information reiterating the terms and benefits of membership.
  
  At this time, we do not send email notifications prior to every auto-shipment; however the next scheduled shipment date is included on the packing slip/invoice enclosed with each shipment. Additionally, one of the benefits of membership is 24/7 access to your account online, where you can choose the products you receive in your shipments, view your order status and history, check the next shipping date, and postpone your next shipment up to 17 weeks.
  
  On February 17, 2023, your initial order for a 30-day introductory supply was sent for a total of $79.65 (including $4.69 MA Sales Tax) and charged at this time to the PayPal account provided. 
  
  On March 19, 2023, per the terms of the offer, your 2nd shipment (a full-sized 90-day supply) began processing for delivery for a total of $317.62 (including $14.97 s&h and $17.80 MA Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received payment authorization from PayPal for the 1st installment of $105.89 at this time. Your payment is submitted to your financial institution for approval at the time the shipment begins processing for delivery; this payment authorization is not finalized as a charge until the shipment has been sent. 
  
  On March 20, 2023, per your Chat request, your account was cancelled. It was explained that your 2nd shipment could no longer be prevented from shipping at that time, and so information was also provided about the 60-day Money-Back Guarantee available for it. Your request for refund ahead of any return receipt was also forwarded for review at this time. 
  
  On March 21st, your 2nd shipment was sent. When we attempted to finalize the previously-authorized 1st installment of $105.89, the request was declined by PayPal. This declined payment request left the full balance of $317.62 due for the shipment.
  
  On March 22, 2023, your request for refund in advance of return was approved, and the full balance of $317.62 was removed. An email was sent confirming this approval, as well as the account's cancelled and paid in full statuses.
  
  Per your subsequent email inquiries received on March 24th, 26th and 30th, it was explained that as your 2nd shipment's payment was declined, there was no refund to be issued. As procedures vary amongst financial institutions, you may wish to check with PayPal regarding timeframes for payment authorizations to expire. Typically, in any case, the amount authorized does not appear on your finalized statement - just the amount ultimately charged.
  
  On March 6, 2023, your 2nd shipment was processed as returned to our facility within the 60-Day Money Back Guarantee. Since the 1st installment payment had been declined, and the balance owed on this shipment had already been removed, there was no credit to be issued. 
  
  On March 11, 2023, your 1st shipment was also processed as returned to our facility within the 60-Day Money Back Guarantee, at which time a refund in the amount of $79.65 was issued. As with payment authorization expirations, you may wish to check with PayPal regarding any inquiries on the timeframe for this credit to be reflected.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 04/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and agree that the refunds have been received. I however disagree with the fact that ************************* refuses to change their communication and email individuals prior to charging them for a shipment. I want this practice changed.
  
  Sincerely,
  
  *********************************