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.

close

Find a Location

Guthy-Renker, LLC has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Guthy-Renker, LLC

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

  
• 

  Guthy Renker

  PO Box 8982 Madison, WI 53708

• 

  Crepe Erase

  415500 Eclectic ST STE 200 Palm Desert, CA 92260

• 

  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:12/01/2022

  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 the Crepe Erase products in June 2022. I used the products and did not like then quality and did not see any differnece as a result of using the products. Subsequent shipment was returned and I called to cancel subsequent orders. Cancelation email is attached. I was just billed again on 11/28, after the cancellation. I have called my credit card company to dispute but this is an unfair and deceptive practice to continue to bill after cancelation. I tried to call their company tonight but the are closed in the evening. Will call and cancel again tomorrow. Request your assitance to get this membership cancelled and stop receiving these products.

  Business Response

  Date: 12/16/2022

  Ms ************************** ***************
  ****, ** 19701-2160
  
  
  Date: 12/16/22
  
  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(r) on June 26, 2022. As part of their initial purchase, customers enrolling in the Crepe Erase(r) 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 clearly stated on the order page of our website. The products are also shipped with information reiterating the terms and benefits of membership.
  
  OnJune 27, 2022, your initial order (a 30-day supply) was sent for a total of $64.95 andwas charged in full to thecredit card provided.
  
  On July 27, 2022, per the terms of the agreement, your 2nd shipment (a 90-day supply) was sent for a total of $209.82 (including $14.97 s&h) to be billed in 3 installments over 31-day billing cycles to the credit card on file. The 1st installment of $69.95 was charged when it shipped; the 2nd installment of $69.93 was charged on August 24, 2022, leaving a balance of $69.94.
  
  On September 1, 2022, 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 $124.91 was issued and the balance of $69.94 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $14.97 (s&h) was not refunded.
  
  On October 28, 2022, per the terms of the agreement, your 3rd shipment (a 90-day supply) was sent for a total of $209.82 (including $14.97 s&h) to be billed in 3 installments over 31-day billing cycles to the credit card on file. The 1st installment of $69.95 was charged at this time to the credit card on file, leaving a balance of $139.87.
  
  Per your phone request on November 3, 2022, your account was cancelled. 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.
  
  On November 28, 2022, the 2nd installment of $69.93 for your 3rd shipment was charged as scheduled to the credit card on file, leaving a remaining balance of $69.94.
  
  Per your after-hours chat on December 1, 2022, an email response was sent the following day to confirm your account's cancellation and remaining balance due.
  
  On December 3, 2022, your financial institution reversed the 2nd installment of $69.93 for your 3rd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $139.87 due and payable to Crepe Erase(r); this activated the past-due billing process which sends monthly balance reminders.
  
  On December 8, 2022, your 3rd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $54.98 was issued and the balance of $139.87 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $14.97 (s&h) was not refunded.
  
  Your Crepe Erase(r) account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Senior ********************** Operations

• Initial Complaint

  Date:11/29/2022

  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.

  You won't cancel my order even though I got confirmation and you've charged me THREE times with no product received. I'm coming at you with both barrels for this one!

  Customer Answer

  Date: 12/07/2022

  They refunded my money, but sent a past due bill?

  Business Response

  Date: 12/16/2022

  *************************
  185 **********
  **********************, ** 55127-4014
  
  
  Date: 12/16/22
  
  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(r) on August 28, 2022.
  
  On August 29, 2022, your initial order (an introductory 30-day supply) was sent for a total of $69.00 (including $5.04 ** Sales Tax) which was billed in full to the PayPal account provided. **** tracking #********************** indicates this shipment was delivered on September 2, 2022.
  
  On September 28, 2022, per the terms of the online offer, your 2nd shipment (a full-sized 90-day supply) was sent for a total of $274.89 (including $14.97 s&h and $20.07 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. **** tracking #********************** indicates this shipment was delivered on October 1, 2022. The 1st payment of $92.44 was charged at the time of shipping to the PayPal account on file; the 2nd payment of $91.23 was charged on October 29, 2022, leaving a balance of $91.22.
  
  On November 1, 2022, per your chat request, your account was cancelled. We regret to learn that information regarding the remaining payment scheduled for your 2nd shipment was not provided in response to your request, however - we apologize for any confusion which resulted. Please be advised, orders sent prior to cancelation will continue to bill as scheduled, following the invoice enclosed with the shipment, until either paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On November 29, 2022, the 3rd and final payment of $91.22 was charged to the PayPal account on file as scheduled, at which time your account balance was paid in full.
  
  Also on November 29, 2022, PayPal reversed all three payments totaling $274.89 for your 2nd shipment. While these chargebacks created a credit in your favor with your financial institution, they restored the amount of $274.89 due and payable to Crepe Erase(r). This activated the past-due billing process which sends monthly balance reminders.
  
  Per your social media post on November 29, 2022, stating that you had not received a 2nd shipment, contact information was provided for our billing department to provide further assistance.
  
  While our records reflect that **** tracking information confirms both shipments were delivered as outlined above, as a gesture of goodwill to fully resolve this matter, the remaining balance of $274.89 created by payment reversals for your 2nd shipment has been cleared. We ask that you please consider any invoices received after the date of this correspondence to have crossed in the mail.
  
  Your Crepe Erase(r) account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Senior ********************** Operations

  Customer Answer

  Date: 12/27/2022

  Thank you

• Initial Complaint

  Date:11/27/2022

  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 purchased a one time trial set from Crepe Erase and they proceeded to send me the next month. Another whole box that I did not order I have never done that. I have always whenever trying something online. I have always purchased a one time trial ice sent back the box set that they sent me the second month on November 9, 2022. The arrival date was supposed to be on November 13, 2022. All I want is for them to stop billing me the $90.72 for the second box because I do not have it in my possession anymore as I sent it back. I also have the receipt for that transaction at the ************* ***************

  Business Response

  Date: 12/14/2022

  ***************************************
  100 **************
  *************, ** 27540-4400
  
  
  Date: 12/14/22
  
  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(r) on June 8, 2022. As part of their initial purchase, customers enrolling in the Crepe Erase(r) 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 clearly stated on the order page of our website, and before customers may finalize their 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(r). 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 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; we regret if you found this offer unclear in any way.
  
  OnJune 9, 2022,your initial order (a 30-day introductory supply) was sent for a total of $64.31 (including $4.35 ** Sales Tax)andcharged in full to thecredit card provided.
  
  On July 12, 2022, per the terms of the agreement, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $273.30 (including $14.97 s&h and $18.48 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles to the payment card on file. The 1st installment of $91.85 was charged when it shipped; the 2nd installment of $90.73 was charged on August 12, 2022, leaving a remaining balance of $90.72.
  
  On September *******, we attempted to process your 3rd installment of $90.72 for your 2nd shipment as scheduled, but the request for payment was declined by declined by your financial institution. This left the remaining balance of $90.72 due, and activated the past-due billing process which sends monthly balance reminders.
  
  On September 27, 2022, per your email inquiry, information was provided about the installment billing for your 2nd shipment, as well as confirmation that the shipment was no longer eligible for refund if returned since it was no longer within the 60-day Money Back Guarantee window.
  
  Per your several email requests in October, your account was cancelled (effective 10/9/22), the remaining balance due was confirmed, and it was reiterated once more that your 2nd shipment was no longer within the guarantee period.
  
  On November 17, 2022, your 2nd shipment was processed as received at our facility well after the 60-Day Money Back Guarantee had expired, thus no refund was issued; however the remaining balance of $90.72 was removed at that time. Please consider any invoices received after that date to have crossed in the mail.
  
  Your Crepe Erase(r) account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Senior ********************** Operations

• Initial Complaint

  Date:11/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Crepe Erase back in September as a trial. I didn't care for it but didn't realize it auto-renewed at FULL PRICE ($90.53) in October. I called Oct 22 and cancelled the future shipments. They said I would get my money back when I sent the package to them, which I did Oct 31st. They still haven't gotten it back so I haven't gotten refunded, HOWEVER on November 24th they charged me ANOTHER $90.53 after sending an email Oct 22nd that they cancelled my account!!!! I called to get the money back and they said the box in October was charged i two payments which is INCORRECT because I checked the price of the products on their website! The girl barely understood English and was SO unhelpful and they haven't refunded my money even tho they charged me for a product they didn't even send me!!!! I want resolution- They need to refund the money they stole from me!!!

  Business Response

  Date: 12/12/2022

  *******************************
  *********************************************************************-2101
  
  
  Date: 12/12/22
  
  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(r) on September 21, 2022. As part of their initial purchase, customers enrolling in the Crepe Erase(r) 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 clearly stated on the order page of our website, in bold font, prior to orders being finalized; before customers may finalize their 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(r). 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 instructions on how to take advantage of the satisfaction guarantee available, as well as each shipment's total cost and payment schedule provided on the enclosed invoice. We regret if you found the offer unclear in any way.
  
  On September 21, 2022,your initial order (a 30-day introductory supply) was sent for a total of $64.16 (including $4.20 ** Sales Tax)andcharged in full to thePayPal account provided.
  
  On October 21, 2022, per the terms of the agreement, your 2nd shipment (a 90-day full-sized supply) began processing for delivery for a total of $272.66 (including $14.97 s&h and $17.84 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles to the PayPal account on file. We received an approved authorization from PayPal for 1st installment of $91.61 at this time.
  
  On October 22, 2022, per your Live Chat request, your account was cancelled. As your 2nd shipment had already entered processing and could no longer be prevented from shipping by that time, you were informed of the 60-Day Money Back Guarantee available for it. Orders which have processed prior to cancellation will be sent, and will continue to bill as scheduled until either paid in full or returned for credit within the guarantee period. We regret to note that it was not explained at this time that returning a product via "Return to Sender" - without verifiable proof of mailing - can result in the package never being received back to our facility to process a return credit and/or clear any remaining balance owed.
  
  On October 24, 2022, your 2nd shipment was sent and the previously-authorized 1st installment of $91.61 was finalized as a charge to the PayPal account on file, leaving a remaining balance of $181.05.
  
  As your return had not yet been received, on November 24, 2022, the 2nd installment of $90.53 for your 2nd shipment was charged to the PayPal account on file as scheduled, leaving a remaining balance of $90.52.
  
  On November 26, 2022, per your phone inquiry, it was explained that the recent charge corresponded to the 2nd of 3 installments to be billed for your 2nd shipment, as well as that a refund would be issued and any remaining balance cleared once your return was received and processed within the guarantee period.
  
  On November 28, 2022, PayPal reversed the 2nd payment of $90.53 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $181.05 due and payable to Crepe Erase(r). This activated the past-due billing process which sends monthly balance reminders.
  
  Although our records do not indicate that any returns have yet been received on your account to present date, as a gesture of goodwill and in an effort to fully resolve this matter, a refund of $75.58 has been issued and the remaining balance of $181.05 cleared. Per the terms of our 60-Day Money-Back Guarantee, the $16.03 (s&h) was not refunded. Please be advised that due to the previous payment dispute, our authorization to process transactions to the PayPal account on file has been revoked: therefore this refund will be issued via check, to the name and billing address on file for your account. Please allow up to 4 to 6 weeks for refund check processing and delivery by USPS.
  
  Your Crepe Erase(r) account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Senior ********************** Operations

• Initial Complaint

  Date:11/17/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an introductory sample ****************** cream in July 2022. I received the sample.
  I then received a full size of the product in August 2022 and my credit card was billed $67.54.
  I called to CANCEL any future shipments. I very clearly stated that they were NOT to bill my credit card and NOT to send future shipments. They gave me the runaround and ultimately charged my credit card $67.54 on Sept 29, 2022 and on October 29, 2022 without shipping the product.
  I lodged a dispute with my credit card company. Now the face cream company is emailing me that I owe them $135.07 additional (for products I did not receive & dont want.)
  The money back guarantee says that if not completely satisfied, a customer can Return the EMPTY jar for a full refund. It is foolish to make me pay shipping to return anything. I only want them to close my account, not charge my credit card and not ship the product.
  This company is a scam!
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/12/05) */
  ***************************************************************
  
  
  Date: 12/05/22
  
  Complaint ID: *******
  Account Number: *******
  File Number:***********
  
  Dear Ms.*******,
  
  Thank you for contacting us through the***********************. 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 ********************************* on July 27, 2022.
  
  As part of their initial purchase, customers enrolling in the ****************************** 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 clearly stated on the order page of our website. The products are also shipped with information reiterating the terms and benefits of membership, and the enclosed invoice includes each shipment's total cost and payment schedule.
  
  More specifically, the offer you selected 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 ********************. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $59.95 plus $3.99 for shipping and handling charges per month, unless you call to cancel. All orders are subject to applicable sales tax." We regret if you found this offer unclear in any way.
  
  On July 28, 2022, your initial order (a 30-day introductory supply) was sent for a total cost of $63.55 (including $3.60*** Sales Tax) which was charged in full to the credit card provided.
  
  On August 29, 2022, per the terms of the agreement, your 2nd shipment (a 90-day full-sized 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 1st installment of $68.26 was charged to the credit card on file at the time or shipping, leaving a remaining balance of $135.07.
  
  On September 13, 2022, per your phone request, your account was canceled. While cancelling an account cancels all future shipments, it does not cancel the balance owed for products which were sent prior to cancellation: shipment 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. Accordingly, information regarding the remaining billing scheduled for your 2nd shipment was provided at this time, as well as return instructions given.
  
  On September 29, 2022, the 2nd installment of $67.54 for your 2nd shipment was charged as scheduled; the 3rd and final payment of $67.53 was charged on October 30, 2022, at which time your account was paid in full.
  
  On November 9, 2022, your financial institution reversed the 2nd and 3rd payments of $67.54 and $67.53 for your 2nd shipment. While these chargebacks created a credit in your favor with your financial institution, they restored the amount of $135.07 as due and payable to*******************************, and monthly balance reminders have therefore been sent.
  
  Although our records do not reflect that 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 balance of $135.07 created by payment reversals has been cleared. Please consider any invoices received after the date of this correspondence to have crossed in the mail.
  
  Your******************************* account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations
  
  
  Consumer Response /* (2000, 7, 2022/12/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I agree with the proposed resolution As Long As the company agrees that they will not take any action to report this dispute to any credit reporting agency. They have agreed to close my account and end the matter, so I assume this includes non-reporting, but they did not specifically say that. Barring that, I would consider the matter closed as well.

• Initial Complaint

  Date:11/12/2022

  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 have an unauthorized charge in the amount of ******. The number for the business is disconnected. I have attempted to email and it bounced back. I chatted with customer service and they claimed they have no account for me. This was processed through PayPal and I submitted a dispute. The money has already been taken from my account. The chat agent gave me a number for billing and billing said this was for Meaningful Beauty customers and they had no account for me and could not help me. I did not order more product, do not want these products should they actually be shipped, and am needing a full refund and no additional unauthorized "auto-shipments" and charges. I want a resolution immediately. I have spent my entire Saturday afternoon attempting to resolve this to no avail.

  Business Response

  Date: 11/25/2022

  ******************************
  ************* SE
  Apt D108
  *******, ** 98208-7909
  
  
  Date: 11/25/22
  
  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(r) on October 12, 2022.
  
  We make every effort to be forthcoming regarding our promotions and offers for Perricone Cold Plasma Sub-D(r): as part of their initial purchase, customers who enroll in the member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. 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.
  
  More specifically the offer you selected 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(r) Face, ********** system with Cold Plasma Sub-D+. Each shipment will be charged $299.85 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 October 13, 2022, your 1st shipment (a 30-day introductory supply) was sent for a total of $87.87 (including $7.92 WA Sales Tax) and charged in full at this time to the PayPal account provided.
  
  Per the terms of the offer, on November 11, 2022, your 2nd shipment (a full-sized 90-day supply) began processing for delivery; we received authorization for payment in the amount of $345.98 at this time from the PayPal account on file. Please be advised that once a shipment enters processing for delivery, it can no longer be prevented from shipping. Additionally, if customers respond to any unmonitored promotional or confirmation email addresses, an automatic response is sent which provides our customer service contact information. We regret if you experienced any difficulty contacting us via the number provided in email and at our website, as our phone systems have been regularly tested without issue; you may wish to contact your phone carrier service to report your concern.
  
  Per your chat inquiry on November 12, 2022, we regret to learn that your account was not located during your chat session to process your cancellation request, as well as that you were not provided with the correct phone number for our billing department; we would like to apologize for any frustration which resulted. Please rest assured that your experience has been reviewed and will be used to improve our services moving forward. As your account was not located in order to process your request, a request was submitted for a supervisor to call you back.
  
  On November 13, 2022, a supervisor attempted to call you back to assist further, and a voicemail was left at the phone number you previously provided.
  
  On November 16, 2022, your 2nd shipment (a full-sized 90-day supply) was sent, and the authorized payment of $345.98 (including $14.97 s&h plus $31.16 WA Sales Tax) was finalized as a charge to the PayPal account on file. Per **** tracking #**********************, this shipment was delivered on November 23, 2022.
  
  Due to a system error, a duplicate of your 2nd shipment was also sent on November 18, 2022 - this duplicated shipment was not charged however, and an email was sent on November 22, 2022 to confirm that you are welcome to keep the duplicate shipment, as well as that it was sent at no additional cost to you. Per **** tracking #**********************, the duplicate shipment has been delivered today, on November 25, 2022.
  
  As a gesture of goodwill in an effort to fully resolve this matter, a full refund - including s&h cost, in exception to the terms of our 60-Day Money Back Guarantee - has been issued for your 2nd shipment, in the amount of $345.98. As procedures vary amongst financial institutions, you may wish to check with PayPal for any inquiries on the timeframe for credits to post. You are welcome to keep both full-sized shipments, or you may dispose of them as you see fit.
  
  Your Perricone Cold Plasma Sub-D(r) account is now closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Senior ********************** Operations

• Initial Complaint

  Date:11/03/2022

  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 order products with subscription to be delivered after using my credit card which was charged in that day a few years ago.
  Everything was fine but I wanted to end my subscription. They made it extremely difficult. Great products but horrible customer service.
  Now, they are saying I owe them for products never received. They charged my card, sent products in that order. I changed my cc number after losing the one one file. Remember, I pay in advance and then they send me an order. They have no right to charge me for something so did not receive!!!
  I told you to cancel my subscription. Please do it and know, I owe you nothing so quit harassing me, Perricone MD!!!
  You won't win this fight with me because I am right! You lost a good customer.
  If not resolved by you I will be releasing the negative reviews all over the place!
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/11/18) */
  ****************
  *********************************************
  
  
  Date: 11/18/22
  **********************************************************************
  
  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(r) on May 29, 2017, and your automatic replenishment shipments were sent as scheduled (approximately every three months) through November 22, 2021, with each shipment's cost split over 3 installments.
  
  On February 18, 2022, per the terms of the agreement, your 20th shipment was sent for a total of $135.65 (including $9.97 s&h and $6.83 VA Sales Tax) to be billed in 3 installments over 28-day billing cycles. We attempted to process your 1st payment of $45.88 at the time of shipment, but the request was declined by your financial institution. As your account had previously been in good standing, your account was updated to "Bill Me Later" status, allowing your shipments to be sent with billing statements instead, to minimize any disruptions to your shipping schedule. USPS tracking #********************** indicates this shipment was delivered on February 18, 2022.
  
  On March 7, 2022, per your phone request, the payment method on file was updated to the credit card you provided.
  
  On March 16, 2022, we attempted to process payment for your 20th shipment to the updated credit card, but the request for payment was once more declined by your financial institution. This left the balance of $135.65 due and payable to Perricone Cold Plasma Sub-D(r), and so monthly balance reminders have been sent.
  
  On August 18, 2022, per your phone request, your account was cancelled and information was provided regarding the remaining balance still due for your 20th shipment.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $136.55 has been cleared.
  
  Your Perricone Cold Plasma Sub-D(r) account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ********.
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:10/28/2022

  Type:Customer Service 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 never agreed to be continually charged for this product. I have called countless times to cancel and no one picks up the phone. You are now sending collection notices for something I never agreed to. I do not agree to this charge of. $80.94! Please cancel this account and stop sending me letters or anything.
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/11/15) */
  ******************************************************************
  
  Date: 11/15/22
  
  Complaint ID: *******
  Account Number: *******
  File Number: **********
  
  Dear ***********
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you re-enrolled online for automatic shipments of Crepe Erase(r) on February 22, 2022. As part of their initial purchase, customers enrolling in the Crepe Erase(r) 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 clearly stated on the order page of our website, prior to any personal information being entered. Additionally, before a membership purchase can be submitted, customers must also check a box confirming agreement to the provided terms of the purchase. The products are also shipped with information reiterating the terms and benefits of membership, as well as each shipment's total cost and billing schedule.
  
  At the time of purchase, customers are provided the option to either begin with the standard introductory 30-Day entry supply or a full-sized 90-Day supply. At the time of your initial purchase, the option to begin with a 90-Day supply (which is billed in 3 installments) was selected.
  
  More specifically, the offer you purchased states that: "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(r). Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $74.95 plus $3.99 for shipping and handling per month, unless you call to cancel. All orders are subject to applicable sales tax." We regret if it was not your intent to select this full-sized introductory member kit option, or if you found the offer unclear in any way.
  
  On February 23, 2022, your initial order (a 90-day supply) was sent for a total of $242.84 (including promotional free s&h for your introductory kit, and $17.99 OH Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $80.95 was charged at the time of shipping, leaving a remaining balance of $161.89.
  
  On March 26, 2022, your 2nd installment of $80.95 for your initial shipment was charged to the credit card on file, leaving a remaining balance of $80.94.
  
  On April 26, 2022, we attempted to process your 3rd and final payment of $80.94 for your initial shipment, but the request was declined by your financial institution. At this time the past-due billing process was activated to send monthly balance reminders, and future shipments were placed on hold until payment information could be updated.
  
  On October 24, 2022, your account was cancelled automatically due to the length of time shipments had been held with no further updates.
  
  Please be advised that our records do not reflect any calls have been received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account since your re-enrollment in February, prior to receipt of your Better Business Bureau complaint. As 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 reaching us, as these channels have been regularly tested without issue.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill to fully resolve the matter the remaining balance of $80.94 has been cleared.
  
  Your Crepe Erase(r) account remains closed, and nothing further will be shipped or billed unless you choose to place a new order in the future.
  
  Sincerely,
  
  Morgan M.
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:10/18/2022

  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 was searching on the internet and saw ************ on infomercials and was interested in trying Crepe Erase for one month. I looked and did not see anything that stated there was a 3 payment concern or automatic contract issues with ongoing shipments. On 9/9/22 my order was charged $107.93 and then made a phone call and told them to cancel NOW with a female, name unknown. On 10/11/22 I was charged $106.21 for another shipment after I cancelled.I called again and spoke with***** and he said "it was not yet cancelled, said he did it now and they could take it out on his side but not refund the money to her account"; he sent me an email - continued by saying "my account was successfully canceled and no more deliveries" - he originally was going to give me a return address and said to send products back, and then he changed his mind and said " no just keep it". There was nothing on the website page with the product to state this was going to be an ongoing automatic contract situation. I want to be absolutely certain that there are no future deliveries, no future charges, no unpaid balance or late fees with my canceled account which was done in September. I want my refund of $106.21 charged after I had cancelled my account, and was told by***** just to keep the product instead of sending it back. There was NEVER any discussion of an automatic contract situation.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/27) */
  ********************************************************
  
  
  Date: 10/27/22
  
  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(r) on August 2, 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 Crepe Erase(r) member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. Information regarding the terms of the online offer and the continuity program is provided in the shopping cart prior to any personal information being entered: these terms are bold and in the same size font as the rest of the page.
  
  More specifically, the offer you selected 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(r). 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 to cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax."
  
  Before customers may finalize their membership purchase, they must check a box confirming agreement to the provided terms of purchase, 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."
  
  The products are also shipped with information reiterating the terms and benefits of membership, including each shipment's cost and billing schedule, as well as the next scheduled shipment date. We regret if you found the offer unclear in any way.
  
  On August 3, 2022, your initial order (a 30-day introductory supply) was sent for a total of $84.68 (including $5.72 OH Sales Tax) and billed in full to the credit card provided.
  
  On September 2, 2022, per the terms of the agreement, your 2nd shipment (a 90-day full-sized supply) began processing for delivery, for a total of $321.56 (including $14.97 s&h and $21.74 OH Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received an approved authorization from the payment card on file at this time for the 1st installment of $107.93.
  
  On September 5, 2022, we received your phone request to cancel your Crepe Erase(r) account, but our records reflect that you instead accepted an offer of an additional 10% discount off your future shipments, along with postponing your next shipment until January 30, 2023. Information was provided at this time regarding your 2nd order already in processing, as it could no longer be prevented from shipping by that time. We regret to learn however, that you were incorrectly informed during this call that there would be no further charges processed until your subsequent shipment was sent; we would like to apologize for any confusion which resulted. Please rest assured that your experience has been reviewed and will be used to improve our services moving forward.
  
  On September 7, 2022, your 2nd shipment was sent, at which time the authorization for payment of the 1st installment was finalized as a charge, leaving a remaining balance of $213.63.
  
  On October 8, 2022, the 2nd installment of $106.81 for your 2nd shipment was charged to the credit card on file as scheduled, leaving a remaining balance of $106.82.
  
  On October 17, 2022, per your phone request, your account was cancelled. As a courtesy at that time, the remaining balance due of $106.82 was removed and a partial refund (for sales tax adjustment) of $7.74 was issued, along with confirming that there would be no further charges processed.
  
  If you would instead prefer to take advantage of the 60-Day Money Back Guarantee which is still available for your 2nd shipment, as a gesture of goodwill we have now extended this guarantee period by an additional 30 days (available until December 6, 2022.)
  
  You may return the product(s) within this extended guarantee period, even if empty, for a full refund of your purchase price (minus shipping and handling). Please include a copy of your invoice in the package and send it to the following address:
  
  *****************************************************
  
  We suggest that you obtain a Certificate of Mailing from your post office, as the appropriate refund can be issued immediately upon our receipt of tracking information to confirm your return in transit. Otherwise, once returned products have been received to our facilities within the guarantee period, your account will be credited for the price of the items returned (the purchase price less shipping and handling).
  
  Your Crepe Erase(r) account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:10/15/2022

  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.

  A bought a product from this company the charge was $67 a few weeks later I received another package they're charging 8 $91
  65called them immediately they said I signed up for a subscription I told them I did not I was only trying your product once I would never do that on a fixed income income to make a long story short they send me a bill for $273.30 I told them I will only pay the 91.65 for the product they sent and I am no longer dealing with their company this company is very shady I did send them the check for 9165 for just the product they have not yet cast it.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 10, 2022/10/27) */
  ************************************************************
  
  
  Date: 10/27/22
  
  Complaint ID: *******
  Account Number: *******
  File Number: **********
  
  Dear Ms. *******,
  
  Thank you for contacting us through the **********************. 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 reflectthatyou enrolled online for automatic shipments of Crepe Erase(r) on August 14, 2022. As part of their initial purchase, customers enrolling in the ************** 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 clearly stated on the order page of our website. The products are also shipped with information reiterating the terms and benefits of membership.
  
  On August 15, 2022, your initial order (a 30-day supply) was sent for a total of $68.60 (including $4.64 ** Sales Tax) and billed to the ****** account provided.
  
  On September 13, 2022, per the terms of the agreement, your 2nd shipment (a 90-day supply) began processing for delivery, for a total of $273.30 (including $14.97 s&h and $18.48 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles to the ****** account on file. We received an approved authorization from ****** at this time for the 1st installment of $91.85.
  
  On September 14, 2022, your 2nd shipment was sent. We attempted to finalize payment of the 1st installment at this time, but the request was declined by ******. This left the full remaining balance of $273.30 due, and activated the past-due billing process to send monthly balance reminders.
  
  On September 19, 2022, per your phone request, your account was cancelled. As orders shipped prior to cancelation will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee, we regret to note on reviewing your experience that you were not provided with correct balance due information at this time, and we would like to apologize for any confusion which resulted. Please rest assured your experience has been reviewed and will be used to improve our services moving forward.
  
  On October 17, 2022, your check payment of $91.85 for your 2nd shipment was received, with thanks, leaving a remaining balance of $181.45.
  
  While our records do not reflect that any returns have been received, as a gesture of goodwill to resolve this matter the remaining balance of $181.45 for your 2nd shipment has been cleared. Please consider any invoices received after the date of this correspondence to have crossed in the mail.
  
  Your ************** account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations
  
  
  Consumer Response /* (2000, 12, 2022/11/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)