Complaints

This profile includes complaints for Guthy-Renker, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Guthy-Renker, LLC

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

  
• 

  Guthy Renker

  PO Box 8982 Madison, WI 53708

• 

  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:10/12/2022

  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 placed an order for a sample kit of products on 06/01/2022 and received them on 06/11/2022. I received an additional order that I did not authorize on 07/12/2022 at which point I contacted the ************** and questioned the additional shipment and also informed the ********* representative that I no longer wanted to receive products and I was no longer authorizing future shipments or charges. The representative I spoke with was extremely difficult to speak with and her answers were scripted. I was asked for my name and address over seven (7) different times. I proceeded to disconnect the call and attempted to contact a representative that did not have a language barrier. I called again the following day with no luck. I logged into my ********* account on 08/06/22 and sent a message regarding charges I had incurred and once again cancelled my account. I received a message on 08/07/2022 with a link to contact the customer service which did not work. I contacted customer support and could not speak to the representative due to the extreme language barrier. I have since attempted numerous different times to resolve this account with no resolution. I have disputed charges with my bank and my account continues to be charged. These are the following dates and amounts I have been charged.
  
  July 2, 2022 - $92.40
  August 8, 2022 - $91.22
  September 06, 2022 - $91:21
  
  I am now receiving notices for collection in the amount of $91.21 mailed on 09/30/2022. ********* makes it extremely difficult to cancel. I still have products that I was sent that I did not authorize, I have attempted to send them back but the representative I spoke with told me to keep them and they will delay billing. I do not want billing delayed, I do not want their products. I logged into my ********* account and there is nothing showing that is owed or anything that has ever been shipped.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/24) */
  Ms. ***********************************************************
  
  
  Date: 10/24/22
  
  Complaint ID:********
  Account Number: *******
  File Number: **********
  
  Dear Ms.*******,
  
  Thank you for contacting us through the B*********************. 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 ****************************** on June 1, 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; information regarding the terms of this online offer and the continuity program is provided in the shopping cart prior to any personal information being entered. Before customers may finalize their purchase, they must check a box that states they agree to the terms of purchase: your authorization of future shipments and associated charges was provided by checking this box to affirm your agreement to the terms which were provided. The products are also shipped with information reiterating the terms and benefits of membership, including information on how to take advantage of the 60-Day Money Back Guarantee available, and our customer service contact information. We regret if you found the offer unclear in any way.
  
  Your initial order (a 30-day introductory supply) was sent on June 1, 2022, for a total cost of $64.66 (including $4.71*** Sales Tax) which was charged in full to the credit card provided.
  
  On July 6, 2022, per the terms of the offer, your 2nd shipment (a full-sized 90-day supply) was sent for a total of $274.83 (including $14.97 s&h and $20.01*** Sales Tax) to be billed in 3 installments over 31-day billing cycles. Your 1st installment of $92.40 was charged to the credit card on file at the time of shipping; the 2nd and 3rd installments of $91.22 and $91.21 each were charged on August 6, 2022, and September 6, 2022, respectively.
  
  Our records indicate that on September 4, 2022, we received your message via Facebook regarding your dissatisfaction with your results. We responded in a private message, requesting your account information to further assist, however we did not receive any further response to our request.
  
  On September 28, 2022, your financial institution reversed the 3rd payment of $91.21 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $91.21 due for this shipment, and activated the past-due billing process which sends monthly balance reminders. Your account was automatically cancelled at this time per the payment dispute.
  
  On October 12, 2022, our records reflect that we received a call from the phone number provided with your order (and this complaint), however this call was disconnected without any information provided.
  
  On October 19, 2022, your financial institution also reversed the 2nd payment of $91.22 for your 2nd shipment. While this chargeback again created a credit in your favor with your financial institution, it restored this amount due for the shipment once more; the past-due billing process continued, with monthly reminders sent reflecting the updated balance of $182.43 due.
  
  Please be advised, ************ products are available via multiple retail stores and websites - all of which maintain separate customer databases, and would not have access to account information for membership orders placed at subd.com; we regret if you experienced any confusion or difficulty in contacting us.
  
  Although your shipments are outside the 60-day Money Back Guarantee period, as a gesture of goodwill and in an effort to resolve this matter, the remaining balance of $182.43 which was created by payment reversals has been cleared.
  
  Your ****************************** account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:09/26/2022

  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 did a trial with this company and cancelled well before the billing time. They continue to send me a bill and I do not owe them anything.

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/10/10) */
  **. ********* *******
  **** **** ******* ***
  *********** ** XXXXX-XXXX
  
  
  Date: 10/10/22
  
  Complaint ID: XXXXXXX
  Account Number: XXXXXXX
  File Number: XXXXXXXXXA
  
  Dear **. *******,
  
  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 by phone for automatic shipments of ***** ******** on April 19, 2022. At the time of purchase, customers are provided the option to either begin with the standard introductory 30-day Entry supply (which is billed in full when the order ships) or a full-sized ****** supply (with the total cost billed in 3 installments.) At the time of your initial purchase, the option to begin with a ****** supply was offered and accepted: we regret if it was not your intent to select this option, or if you found the offer unclear in any way.
  
  On April 19, 2022, your initial order (a full-sized ****** supply) was sent for a total of ******* (including ********* Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of ****** was charged at the time of shipping to the credit card provided; the 2nd installment of ****** was charged as scheduled on May 20, 2022, leaving a balance remaining of $63.56.
  
  On May 26, 2022, we received your request to cancel your Crepe Erase(r) account, but our records reflect that you instead accepted an offer to customize the contents of your next kit, as well as delay the next scheduled shipment date. The account was placed on hold until August 21, 2022, at which point regular shipments would resume. Information was also provided at this time confirming the remaining payment of ****** for your 1st shipment scheduled to be billed on June 26, 2022.
  
  On June 26, 2022, we attempted to process your 3rd installment of ****** as scheduled, but the request for payment was declined. This left the remaining balance of ****** due, and activated the past-due billing process to send monthly balance reminders.
  
  On August 21, 2022, your 2nd shipment began processing for delivery, as scheduled. As our request to authorize the 1st installment payment of ****** was declined by the payment card on file, this shipment was placed on hold.
  
  While our records do not reflect that your initial order has been received as a return to present date, as a gesture of goodwill in an effort to fully resolve this matter, the account balance of ****** has been cleared. Please consider any invoices received after the date of this correspondence to have crossed in the mail.
  
  Your Crepe Erase(r) account is now closed (effective October 7, 2022) and nothing further will be shipped or billed, unless you choose to place a new order with us in the future.
  
  Sincerely,
  
  ****** **
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:09/24/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Trial offer of 30 day supply to Try ***********. I opted to try the facial package on the phone with associate. She is hard to understand having to repeat over and over. I asked many questions, and also about the payments she threw at me. She said the brochure will explain. I told her if the cost is too high I can't afford it and it sounds like that. She said you are only getting a 30 day supply to try for the cost of $49.78 plus tax plus $10.00 more if I opt to try the facial package. I agreed. Then asked her about shipments? Never did get all that, and you cannot understand it or her! I cancelled today, September 24, 2022 on the phone with same person(forgot name & can't find where I originally wrote it). The NOT A BILL paper(brochure) has:Your Entry Price: 179.85/Shipping Handling 0.00/Sales Tax 15.74/ Total 195.59, Paid: 65.21. Says your order includes the benefits of our subscription program which Automatically' send large replenishment shipmentsaprox every 13 weeks, unless you call customer service to itemize items in your kit, or cancel.No commitment an no minimum to buy.(ETC.) The customer care person said you received a full supply and you can return it but pay shipping fees! She also said I only received the 30 day supply & was charged only for that(TRIAL) is what the tv commercial said. $49.78 or thereabouts(?) (49.99 was what I thought). Nothing says automatic shipments with auto-pay and a HIGHER Price either. This is a scam, I am angry & told her on the phone when ordering I couldn't afford it as it sounds. She said wait and read the brochure so you can understand the cost/charges if I choose to keep getting their product. Well it all changed including & the trial shouldn't be auto shipped nor charged if I choose not to join their subscription! Not After everything was change and priced higher and I never even looked at a product yet! I want out!
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 6, 2022/10/10) */
  ***************************************************************
  
  
  Date: 10/10/22
  
  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 by phone for automatic shipments of ************** on September 14, 2022.
  
  We do make every effort to be forthcoming regarding our offers and promotions for Crepe Erase(r). 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. The products are also shipped with information reiterating the terms and benefits of membership (including the 60-Day Money Back Guarantee available), as well as each shipment's cost and billing schedule. Additionally, at the time of purchase, customers are provided the option to either begin with a standard introductory 30-Day Entry supply or a full-sized deluxe 90-Day supply. At the time of your initial purchase, the option to begin with a deluxe 90-day supply was explained and agreed to: we regret if it was not your intent to choose this option, or if you found the offer unclear in any way.
  
  On September 15, 2022, your initial order (a full-sized 90-day supply) was sent for a total of $195.59 (including $15.74 CA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $65.21 was charged at the time of shipping to the credit card provided.
  
  On September 24, 2022, per your phone request, your account was cancelled. Return instructions were provided, as orders shipped 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 September 28, 2022, per your phone inquiry, your account cancellation was confirmed. Although our records do not indicate that your return had yet been received at that time, as a gesture of goodwill a full refund of $65.21 was issued and the remaining balance cleared, prior to the receipt of your return.
  
  Your Crepe Erase(r) account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations
  
  
  Consumer Response /* (2000, 8, 2022/10/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They did honor the guarantee of return, no questions asked. I did not open any item, did not take the Free Gifts, returned directly back to the sender. They company knows every word I said in this report is True. I appreciate that! This company's commercial & the Well known Star promoting it is a scam. The Celebrity in the commercial shows no integrity promoting/endorsing this tricky' deal. Is appalling. Thank You Very Much for Your Assistance ***:)

• Initial Complaint

  Date:09/12/2022

  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 placed a call THIS MORNING to order Creperase as a result of a commercial I saw on NewsMax. I was "met" by someone with an accent who took my order and then quickly upsold me another product for an additional $10. My "bill" at that point was $59. He then told me that this is a "subscription" and I would be billed $59 every three months. But, he assured me that I could cancel my membership whenever I wished to do so. He then took my credit card number and told me that I would be charged $79. I said, "Wait a minute! You said $59. How did it get up to $79. He gave me (what I now know) a half assed answer and he kept on talking over me. I finally yelled, "Shut up! I want to cancel this order." He said he "didn't understand, did I wish to cancel my order?" I said an emphatic "YES!" but he kept on talking trying to get me to change my mind. I finally said, "I DO NOT WANT THIS PRODUCT." Mistakenly, I hung up.
  I just saw, in my bank account, a charge from Creperase a charge for $66+. I promptly called and was told the order was filled and I'd have to return it when it arrived AT MY OWN EXPENSE! I asked to speak to a manager and I was told if I gave my phone number someone would call me in 24-48 hours. My bank won't dispute the charge because it's still "pending." I PROMISE I will dispute this charge. But, more importantly, what "fly by night" operation is this? Check out the website. Check out the availability of sources to contact this company. You are immediately sent to a phone bank. I AM TOTALLY DISGUSTED WITH CREPERASE.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/26) */
  ****************************************************************
  
  
  Date: 09/23/22
  
  **********************************************************************
  
  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 by phone for automatic shipments of Crepe Erase(r) on September 12, 2022. At the time of purchase, customers are provided the option to either begin with the standard introductory 30-Day Entry supply or a full-sized 90-Day supply; at the time of your initial purchase, the option to begin with a 90-day supply was provided. We would like to apologize for any less than professional treatment by any member of our staff, as well as for any misunderstanding which occurred during the order process: please rest assured, your customer service experience has been fully reviewed and will be used to improve our services moving forward.
  
  On September 12, 2022, your initial order (a 90-day supply) was sent for a total of $191.12 (including $11.24 IL Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $63.71 was charged at the time of shipping, leaving a remaining balance of $127.41.
  
  Also on this date, per your phone request, your account was cancelled and information was provided regarding the remaining balance; your request to speak with a supervisor was also submitted for a return call, as none were available to take your transfer at that time.
  
  Per the call made to you by a supervisor on September 13, 2022, our records indicate you were provided with options to hopefully ensure the concern was resolved to your satisfaction: to either receive immediate refund (in which case a pre-paid return label would be sent as well, to assist in returning the shipment at no additional cost to you); or to keep the order, at the cost of only the first payment of $63.71 (which had already been processed.) Our records reflect that you accepted the offer to keep the shipment, and so the remaining balance of $127.41 was cleared at that time.
  
  As an additional gesture of goodwill and in effort to fully resolve this matter, a full refund for your shipment's purchase price of $63.71 has now been issued: please allow 3-5 business days for credit to post. You are welcome to keep the shipment as a token of our apology, to use or dispose of as you see fit.
  
  Your Crepe Erase(r) account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:09/02/2022

  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.

  05/19/2022 called ******************************. Products received & paid TOTAL$129.44. Discontinue products. Do not send or charge my bank acct. MY REQUEST WAS DISREGARDED.
  06/24/2022 $46.87, 07/28/2022 $46.14, 08/01/2022 $36.45, again on 08/01/2022 $46.87, TOTAL= $ 176.33 taken from my Bank Acct even though no shipments sent to me.
  Called 09/02/2022 (*****) said he couldn't assist me & couldn't give me a Contact dept, phone number to help me. TOTAL unprofessional, abrupt behavior from a Company such BBB.
  I HAVE TO PURSUE THIS ISSUE WITH AN ATTORNEY ON TUESDAY 09/06/2022. I'M ON FIXED INCOME & NEED THIS RESOLVED. YOUR HELP WOULD BE GREATLY APPRECIATED. THANK YOU
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/19) */
  ********************************************************************
  
  
  Date: 09/19/22
  **********************************************************************
  
  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 by phone for automatic shipments of Crepe Erase(r) on March 20, 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. The products are also shipped with information reiterating the terms and benefits of membership, including each shipment's total cost and billing schedule.
  
  On March 21, 2022, your initial order (a full-sized 90-day supply) was sent for a total of $129.44 (including $9.59 TX Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first installment of $43.15 was charged at the time of shipping to the credit card provided; the 2nd and 3rd installments of $43.15 and $43.14 each were charged on April 21, 2022, and May 22, 2022, respectively.
  
  On June 22, 2022, per the terms of the offer, your 2nd shipment (another full-sized 90-day supply) was sent as scheduled, for a total of $129.44 (including $8.97 s&h and $9.59 TX Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first installment of $46.87 was charged at the time of shipping to the credit card on file, leaving a remaining balance of $92.26.
  
  On July 27, 2022, the 2nd installment of $46.14 for your 2nd shipment was charged as scheduled, leaving a remaining balance $46.12.
  
  On July 28, 2022, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time refunds totaling $83.32 were issued and the remaining balance of $46.12 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $9.69 (s&h) was not refunded. We ask that you confirm the transactions you have referenced in your complaint for August 1, 2022, as our records indicate that refunds of $46.84 and $36.45 were processed on July 28, 2022, and so would correspond to refunds posted on your statement, not additional charges.
  
  Please be advised that our records do not reflect any calls have been received from the phone number provided with this complaint since your account's inception until September 2, 2022. We do regret to note on reviewing your call on this date that you were not provided with accurate information about your installment billing, nor were future shipments cancelled at this time as you requested. Please rest assured, your customer service experience has been reviewed and will be used to improve our services moving forward.
  
  Your Crepe Erase (r) account is now closed (effective September 16, 2022), and nothing further will be shipped or billed.
  
  Sincerely,
  
  ********.
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:08/25/2022

  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.

  On July 13, 2022 per ************ request, I ordered a gift ****************************** from Crepe Erase. I saw the notice prior to billing to subscribe for continuous supply but ignored it and did not check the box to receive. I was billed ****** on my bank account debit card on July 15, 2022 for my purchase. Subsequently, I received another withdrawal on my account from Crepe Erase for ******* on August 18, 2022 which I first thought it was for the original purchase . A few days later, ********** called stating that he received another package from Crepe Erase and I realized that I had already paid and was being sent a subscription and billing me for a unrequested supply. I immediately called Crepe Erase to state that they I did not subscribe to receive additional supplies and that they shoud cancel the subscription and refund my money to my bank account. I was told by the Representative *** that my subscription was cancelled and she would send my a return label in 7 to 10 business days and the refund would be returned to my account in 7-10 days after the package was received back. She also said she sent a confirmation email. When I veiwed the email, it stated that I owed a balance of ******** I immediately called Crepe Erase again and spoke to **** who tried to tell me I owed membership fees and another supply fee which I responded, I did not apply for membership, I did not want a membership and I would not pay them anything. She claim she understood and that I would receive my refund as stated. Afterwards, I wrote a letter to the ************************************ to complain of the nefarious business practice of dumping customers in a membership not requested and dispicable maneuver of siphoning money from my bank accounts . I warned I would report these deceitful practices. I am seeking a refund of
  ******* and for the company to quit and decease from ********* charging my bank account for fees and supplies that I have not incurred.

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/09/06) */
  **. ******* ******
  **** ******** ***
  *** **
  ****** ** XXXXX-XXXX
  
  
  Date: 9/6/22
  
  Complaint ID: XXXXXXX
  Account Number: XXXXXXX
  File Number: XXXXXXXXXA
  
  Dear **. ******,
  
  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 of Crepe Erase(r) on July 13, 2022.
  
  We make every effort to be forthcoming regarding our promotions and offers for Crepe Erase(r) via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. The information regarding the terms of the online offer and the continuity program are provided in the shopping cart prior to any personal information being entered. These terms are bold and in the same size font as the rest of the page.
  
  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 $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 that states they agree to the provided terms of the purchase, without which the order cannot be submitted. This box 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." By checking that box, you confirmed your agreement to the terms of the offer. The products are also shipped with information reiterating the terms and benefits of membership; we regret if you found the offer unclear in any way.
  
  Please be advised that while we do offer the ability to purchase Crepe Erase(r) products without a replenishment account at our website as well as by phone, customers who choose to place one-time orders are only offered our retail prices. Replenishment customers are offered many great benefits including discounted prices, free gifts, the ability to customize future shipments, and the ability to customize shipping frequency.
  
  On July 13, 2022, your initial order (a 30-day introductory supply) was sent for a total cost of $85.97 (including $7.01 ** Sales Tax) and billed in full to the credit card provided.
  
  On August 16, 2022, per the terms of the offer, your 2nd shipment (a full-sized 90-day supply) was sent for a total of $326.43 (including $14.97 s&h and $26.61 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $109.72 was charged when it shipped, leaving a balance of $216.70.
  
  On August 24, 2022, per your phone request, your account was cancelled. While cancelling an account cancels all future shipments, it does not cancel the balance owed for products already shipped. Information was provided regarding the remaining balance scheduled to bill for your 2nd shipment, as orders shipped 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. As a courtesy, a pre-paid return label was issued at this time to assist with the return of your 2nd shipment at no additional cost to you. Please allow 7-10 business days for that label to arrive by mail.
  
  As a further gesture of goodwill and in an effort to fully resolve this matter, a refund of $109.72 (reflective of all amounts paid on your 2nd shipment, in exception to the terms of our money-back guarantee which specifies s&h cost as a nonrefundable item) has been issued and the remaining balance of $216.70 has also been removed, in advance of any returns received. Please allow 3-5 business days for the credit to post.
  
  Your Crepe Erase(r) account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:08/15/2022

  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 have this company multiple times because I have never subscribed to be mostly charged to received their nasty small skin product. I have called them several times asking them to. An el and they keep charging my credit card every month.
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/29) */
  ***********************************************************************
  
  
  Date: 08/29/22
  
  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 June 10, 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 has not been made uneasy to read, and is provided prior to any personal information being entered. Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase. By checking that box you agreed to the terms of the offer. The products are also shipped with information reiterating the terms and benefits of membership. We regret if you found the offer unclear in any way.
  
  On June 13, 2022, your initial shipment (a 30-day introductory supply) was sent with the total cost of $71.05 (included $5.11 ** sales tax and $5.99 s&h) charged in full to the provided card.
  
  Per the terms of the offer, on July 13, 2022 your 2nd shipment began processing for delivery. We received authorization for payment of the 1st installment of $92.39 from the PayPal account on file at this time.
  
  Per your phone request on July 14, 2022, your account was cancelled, and return instructions were emailed to the address on file. Please be advised that orders already processed to be shipped at the time of cancelation cannot be prevented from shipping; they will be sent, and will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On July 15, 2022, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $274.56 (included $19.74 ** sales tax and $14.97s&h) to be billed in 3 installments over 31-day billing cycles to the PayPal account on file. The previously-authorized 1st payment of $92.29 was finalized as a charge when this shipment was sent; the 2nd payment of $91.13 was charged on August 15, 2022, leaving a balance of $91.14.
  
  Per your inquiry on August 15, 2022, return instructions were provided once more. While our records do not reflect any returns have been received to present date, the remaining balance due for your 2nd shipment was removed at this time as a courtesy. Once your return is received within the guarantee period, a refund of your full purchase price (less s&h) will be issued.
  
  Your Perricone Cold Plasma Sub-D(r) account remains cancelled since July 14, 2022, and nothing further will be shipped or billed.
  
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:08/09/2022

  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.

  *********** on May 23 2022 I completed a request for an introductory kit. The charge came to 65.81. During the order process they asked if I wanted to add bottles of other creams or $5 a piece. I chose 2. The ad said you had 60 days to cancel. I received the kit with all the creams in one box including the two extra creams. The invoice only mentioned the introductory kit.
  On June 16 2022 my credit card was charged 135.65 and 139.89. It said it was from **************************. I called crepe erase to cancel the subscription. They talked me into extending the next shipment to August. Since they did not remove those charges I called them again. They claimed they did not make those charges and I should contact my credit card company. I filed a dispute and my credit card company reinstated the charges because they were sent documentation that stated I received the products. This must be a scam since those 2 small products came in the same box as introductory kit from ***********. Would like a refund and an explanation as to why************ is not held accountable for this scam.
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/08/19) */
  *************************************************************
  
  Date: 08/16/22
  
  Complaint ID: *******
  Account Numbe***: *******
  File Numbe***: **********
  
  Dea*** Ms. ******,
  
  Thank you fo*** contacting us th***ough the **********************. We ***eceived you*** inqui***y and since***ely apologize fo*** any miscommunication. We take these complaints ve***y se***iously and app***eciate the time you have taken to let us know about you*** expe***ience.
  
  Ou*** ***eco***ds ***eflect that you en***olled online fo*** automatic shipments of ***********(***) on May 22, 2022.
  
  On May 23, 2022, you*** initial o***de*** (a 30-day supply 5-piece int***oducto***y kit, and 4 f***ee gifts) was sent fo*** a total of $65.81 (including $5.85 ** Sales Tax) which was billed in full to the c***edit ca***d account p***ovided. Fo*** cla***ity, the items included in this shipment we***e: 1 x Advanced Body Repai*** T***eatment, 1 x Body Smoothing P***e-T***eatment, 1 x Resto***ative Facial T***eatment, 1 x Refining Facial Sc***ub, 2 x Flaw Fix Eye C***eams, 1 x 4-in-1 Eye Renewal Capsules, 1 x Anti-Aging Hand Repai*** T***eatment, and 1 x Ove***night Facial Plumping T***eatment.
  
  On June 16, 2022, we ***eceived you*** phone inqui***y ***ega***ding cancellation; ou*** ***eco***ds ***eflect you accepted an offe*** to postpone you*** next delive***y until August 31st as well as an additional 10% discount on futu***e shipments, instead.
  
  On July 6, 2021, pe*** you*** phone inqui***y, info***mation was p***ovided confi***ming the next scheduled shipment date on August 31st, as well as confi***ming that the only amount billed by ***********(***) was the $65.81 total cha***ged on May 23, 2022, fo*** you*** initial o***de***.
  
  On August 8, 2022, pe*** you*** phone ***equest, you*** account was cancelled.
  
  To confi***m once mo***e, nothing fu***the*** has been shipped o*** billed by ***********(***) since you*** May 23, 2022 o***de***; we have no affiliation with*******************************, no*** a***e we able to assist with cha***ges p***ocessed by any othe*** company than ***********(***).
  
  You*** ***********(***) account ***emains closed, with nothing fu***the*** to be shipped o*** billed.
  
  Since***ely,
  
  ***********
  Senio*** Manage*** Contact Cente*** Ope***ations
  
  
  Consume*** Response /* (3000, 7, 2022/08/25) */
  (The consume*** indicated he/she DID NOT accept the ***esponse f***om the business.)
  The two small bottles of c***eam came in the same box as the int***oducto***y kit. To p***ove this I would like *********** to fu***nish the shipping info***mation so it can be compa***ed to the cha***ge fo*** the two c***eams I was cha***ged 135.65 and 139.89. This offe*** was actually in you*** online sales du***ing my c***epe e***ase o***de***. This is definitely a scam. You had to be a pa***t of it o*** the bottles would not have a******ived in the same
  box.
  
  
  Business Response /* (4000, 9, 2022/09/06) */
  **************************************************************
  
  
  Date: 9/6/22
  
  Complaint ID: *******
  Account Numbe***: *******
  File Numbe***: **********
  
  Dea*** Ms. ******,
  
  Thank you fo*** the oppo***tunity to ***espond.
  
  As stated in ou*** p***evious ***esponse, nothing additional has been shipped o*** billed by ***********(***) since you*** initial May 23***d o***de***, which had a total cost of $65.81.
  
  As ***equested, we have included a copy of you*** o***de***'s invoice, which p***ovides a complete listing of the shipment's contents: the nine p***oducts as listed in ou*** p***io*** ***esponse, along with the collate***al packaging mate***ials such as you*** Quick Sta***t Guide, Ing***edients List, and the ca***dboa***d shipping containe*** in which you ***eceived you*** o***de***.
  
  To ***eite***ate once mo***e, we have no affiliation with "Sup***eme Boost Ext***avaganza", no*** a***e we able to assist with cha***ges p***ocessed by any othe*** company than ***********(***). We suggest contacting you*** financial institution once mo***e to ***equest contact info***mation fo*** the me***chant f***om which the ****************************** pu***chase o***iginated.
  
  You*** ***********(***) account ***emains closed, and nothing fu***the*** will be shipped o*** billed.
  
  Since***ely,
  
  ***********
  Senio*** Manage*** Contact Cente*** Ope***ations
  
  
  Consume*** Response /* (4200, 11, 2022/09/07) */
  (The consume*** indicated he/she DID NOT accept the ***esponse f***om the business.)
  C***epe e***ase did not p***ovide the t***acking numbe*** and they did not explain why the two small bottles that I was cha***ged $135 and $139 we***e in the same box as thei*** int***oducto***y kit with no documentation o*** info***mation on how to cancel o*** ***etu***n the items. The a***e involved in the scam.
  
  
  Business Response /* (4000, 13, 2022/09/21) */
  **************************************************************
  
  Date: 09/21/22
  
  Complaint ID: *******
  Account Numbe***: *******
  File Numbe***: **********
  
  Dea*** Ms. ******,
  
  Thank you fo*** the oppo***tunity to ***espond once mo***e.
  
  As p***eviously stated, nothing additional has been shipped o*** billed by ***********(***) since you*** initial May 23***d o***de***, which had a total cost of $65.81 and contained only ***********(***) p***oducts, as listed on the invoice included with the shipment and p***ovided to you with ou*** p***io*** ***esponse. The **** t***acking numbe*** fo*** that o***de*** was **********************, which no longe*** t***acks the shipment due to the length of time since it was sent and then confi***med as delive***ed on May 27, 2021.
  
  Because we have no affiliation with ********************************* we st***ongly ***ecommend once mo***e that you contact you*** financial institution to ***equest contact info***mation fo*** the me***chant f***om which the "******************************" cha***ges o***iginated, as well as to ***equest you*** financial institution's fu***the*** assistance with the dispute p***ocess fo*** any unautho***ized t***ansactions. We a***e unable to assist you with ***esolving with that conce***n, due to the o***de*** and associated cha***ges not o***iginating f***om, no*** having any connection to, ou*** company.
  
  To confi***m once again, you*** ***********(***) account ***emains closed, with nothing *********** to be shipped o*** billed. Please be advised that at this time, we do conside*** this matte*** answe***ed and closed.
  
  Since***ely,
  
  ***********
  Senio*** Manage*** Contact Cente*** Ope***ations
  
  
  Consume*** Response /* (4200, 15, 2022/09/27) */
  (The consume*** indicated he/she DID NOT accept the ***esponse f***om the business.)
  I might think they we***e hacked but the ****** bottles we***e in the same box with int***oducto***y kit. I was cha***ged 135 and 139 fo*** bottles that usually sell foe 30. They we***e pa***t of the scam. Shame on Guthy Renke*** and ***********.
  
  
  Business Response /* (4000, 17, 2022/10/24) */
  **************************************************************
  
  
  Date: 10/24/22
  
  Complaint ID: *******
  Account Numbe***: *******
  File Numbe***:***********
  
  Dea*** Ms. ******,
  
  Thank you fo*** the oppo***tunity to ***espond once mo***e.
  
  As p***eviously explained, the only amount which ou*** ***eco***ds ***eflect was cha***ged to you*** c***edit ca***d by ***********(***) was $65.81 on May 23, 2022: this co******esponds to you*** ***********(***) o***de*** placed on May 22nd, as also shown in the documentation you've p***ovided, and this shipment included only the ***********(***) p***oducts listed on the invoice p***ovided with ou*** second ***esponse; nothing additional has been shipped o*** billed to you by ou*** company.
  
  Because we have no affiliation with the companies/p***oducts you have listed - neithe*** ******************************** no*** ******** a***e Guthy-Renke*** p***oduct lines - we st***ongly ***ecommend, once again, that you contact you*** financial institution to ***equest contact info***mation fo*** the me***chant(s) f***om which these cha***ges o***iginated, as well as to ***equest you*** financial institution's fu***the*** assistance with the dispute p***ocess fo*** any unautho***ized t***ansactions. We ***emain unfo***tunately unable to assist you with ***esolution fo*** you*** conce***ns ***ega***ding o***de***(s) and associated cha***ge(s) which did not o***iginate f***om, no*** have any connection to, ou*** company.
  
  To confi***m once again, you*** ***********(***) account ***emains closed, with nothing fu***the*** to be shipped o*** billed; we do conside*** this matte*** answe***ed and closed at this time.
  
  Since***ely,
  
  ***********
  Senio*** Manage*** Contact Cente*** Ope***ations

• Initial Complaint

  Date:07/29/2022

  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.

  April 17th2022 ordered crepe Erase of 84.25 dollars they took out another 77.88 dollars before I got the product, tried it twice put rashes under my eyes, sent it back they received the product back June 17th 2022 have been trying to get my refund back ever since now they just hang up on me what can I do
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/08/10) */
  **********************************************************
  
  
  Date: 8/10/22
  
  Complaint ID: *******
  Account Number: *******
  File Number: **********
  
  Dear ******,
  
  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.
  
  We regret to learn that you may have experienced a potential reaction while using Crepe Erase(r), as you have stated. While it is of utmost importance to us that any potential reaction to our product is documented and addressed, our records reflect that you have declined to discuss the details of your experience with our Customer Specialists.
  
  Our records indicate that you enrolled online on April 17, 2022 for automatic deliveries of Crepe Erase(r).
  
  Your payment is submitted to your credit card's issuing bank for approval at the time your order is placed, which may not always be the same date that we charge your credit card. Funds in the amount authorized may be held by your financial institution for 3-5 business days and may not be available to you during such time. Regrettably, our records reflect two approvals were given to charge your provided payment card. The first amount, $83.36, was authorized incorrectly as it did not reflect the appropriate sales tax. The second amount, $77.88, was correctly authorized including the appropriate tax rate. We apologize for any inconvenience this may have caused.
  
  On April 28th, 2022, your first shipment (a 30-day introductory supply) was sent; only one payment, in the amount of $77.88 (including $2.92 ** state tax) was finalized as a charge to the provided payment card. As 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 statement, only the amount ultimately charged.
  
  Per the terms of the offer, on May 27, 2022 your 2nd shipment (a 90-day supply, with total cost to be billed over 3 monthly installments) began processing for delivery; as the request for payment of the 1st installment was declined by the payment card on file, this shipment was placed into a holding status.
  
  On June 17, 2022, your initial shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund for the full purchase price of $77.88 was issued. Per the request included with your return, all future deliveries were also cancelled at this time. If you have not yet received the refund, please provide the following Acquirer's Reference Number to your financial institution to check on its status: *************************** (refund for $77.88, accepted on 6/18/22.)
  
  Per your phone inquiry on July 5, 2022, it was confirmed that your return had been processed on June 17, 2022, as well as that all future deliveries were cancelled.
  
  Per your email response received on August 4, 2022 - declining to discuss your experience further with our Customer Specialists at the phone number emailed to you on August 2 - it was confirmed once more that your return had been received and refunded.
  
  As the return credit was accepted by the payment card on file as outlined above, there is no additional refund to be issued. Your Crepe Erase(r) account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations
  
  
  Consumer Response /* (3000, 7, 2022/08/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was charged 84.25 for the order and another 77.88 two weeks later they are lying I just want my money back I have a snap shot of my order they say full money back guarantee that's not true and why do I have to fight with them to get my money I sent their product back what is the problem.
  
  
  Business Response /* (4000, 9, 2022/08/24) */
  ****** ***************************************************
  
  
  Date: 08/24/22
  
  Complaint ID: *******
  Account Number: *******
  File Number: **********
  
  Dear ******,
  
  Thank you for the opportunity to respond.
  
  As stated previously, our records indicate that you placed your initial Crepe Erase(r) order online on April 17, 2022: we received an approved payment authorization from the card you provided, in the amount of $83.36, on this date.
  
  Although a payment is submitted to the payment card's issuing bank for approval at the time an order is placed, that date may not always be the same date that we finalize our charge to your credit card. Our authorized payments are not finalized, nor are funds transferred to us, until the order for which the payment was authorized has shipped.
  
  As noted in our prior response, the initial amount submitted for your order's payment authorization ($83.36) differed slightly from the correct final cost for your order ($77.88), as the initial authorization amount was based on an incorrect sales tax estimate. We regret any confusion which resulted - typically, the amount authorized would not appear on a card statement, only the amount which is finalized as a charge. Because procedures can differ amongst financial institutions, you may want to clarify with your financial institution exactly how it handles authorizations.
  
  When your order was shipped on April 28, 2022, the total amount of our finalized charge was only $77.88 - not the initial estimate of $83.36.
  
  Please be advised that our records do not reflect that any charges in the amount of $84.25 have been processed to the card you provided with your order.
  
  As our records reflect that only 2 transactions have been finalized to the payment card you provided - the charge for $77.88 (with ***************************), and the corresponding refund for this charge (with ***************************, as noted in our prior response) - no funds remain to be returned; the charge for your order was already refunded in full when your return was processed, in June.
  
  To confirm once more, your Crepe Erase(r) account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations
  
  
  Consumer Response /* (4200, 11, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They took out 83.38 and than another 77.88 they are lying as it shows on my bank statement if was because of a incorrect charge if that was so then why didn't the reimbursement the difference they are lying why not give me my money back instead of paying out a 1.5 million dollar lawsuit how stupid I'm done tired of the lying as it shows on my bank statement both amount where taken out
  
  
  Business Response /* (4000, 13, 2022/09/16) */
  ****** ***************************************************
  
  
  Date: 09/16/22
  
  Complaint ID: *******
  Account Number: *******
  File Number: **********
  
  Dear ******,
  
  Thank you for the opportunity to respond.
  
  As stated previously, the initial amount submitted for your Crepe Erase(r) order's payment authorization ($83.36) differed slightly from the correct final cost for your order ($77.88), as the initial authorization amount was based on an incorrect sales tax estimate. The final cost was corrected prior to the request for the payment to be finalized, so the difference in these amounts was not charged to you nor transferred to us - this is reflected in the copy of the bank statement you have included, where the $83.36 pre-authorization is noted with a 10-day hold, followed by $77.88 as the finalized purchase cost for your order.
  
  As explained in prior responses, our records reflect that only two transactions have been finalized to the payment card you provided: the charge for $77.88, and the corresponding refund for the same amount. No funds remain to be refunded from us, as the full amount of payment we received for your order was already returned to you in June. We recommend that you contact your financial institution to confirm the transactions from Crepe Erase(r), using the Acquirer's Reference Numbers as provided in our prior responses, as well as to clarify how authorizations are handled by them.
  
  Your Crepe Erase(r) account remains closed, and nothing further will be shipped or billed; at this time, we do consider this matter answered and closed.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations
  
  
  Consumer Response /* (4200, 15, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They took out 83.36 it's on my bank statement I want money back now it was taken out no ten hold you people lied statement after statement I want my money back now
  
  
  Business Response /* (4000, 17, 2022/09/30) */
  ****** ***************************************************
  
  Date: 09/30/22
  
  Complaint ID: *******
  Account Number: *******
  File Number: **********
  
  Dear ******,
  
  We regret that you have not been satisfied with the information provided in our prior responses; however, please be advised we do consider this matter answered and closed, as no funds remain to be returned from us. The full amount of payment we received for your order was already returned to you.
  
  As stated previously, we recommend that you contact your financial institution to confirm the finalized transactions from Crepe Erase(r), using the Acquirer's Reference Numbers as provided in our prior responses, as well as to clarify how authorizations are handled by them. The bank statements you have provided do not reflect that you were charged for $83.36, only showing a finalized transaction for $77.88 (which was subsequently refunded on 6/17.) We are unfortunately unable to assist you any further in this regard.
  
  Your Crepe Erase(r) account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:07/28/2022

  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.

  Purchased face and body creams as a gift for my mom. Then **** **** I get a notice from my bank I have been charged ******* No notice or advise from company of charge being placed. Immediately contact the company by email since it was after hours. Note it's been 3 days and no reply to email. I follow to call them directly and explain my concern. Response, Items are @ the warehouse, I have to wait to receive the creams, return them and then I will be credited. No other resolution offered. In checking my bank this morning **** I notice I have been charged again $ ****** status shows complete and my account has been debited now twice. I call ***** ***** again and nothing is done. A manager is not available and someone will return my call between ** and ** hours. *****************

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/08/05) */
  **. ***** *****
  *** ****** **** **
  ******** ** XXXXX-XXXX
  
  
  Date: 08/05/22
  
  Complaint ID: XXXXXXX
  Account Number: XXXXXXX
  File Number: XXXXXXXXXA
  
  Dear **. *****,
  
  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 of Crepe Erase(r) on June 25, 2022. As part of their initial kit 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.
  
  On June 27, 2022, your initial order (a 30-day supply) was sent for a total of $65.81 (including $5.85 ** Sales Tax) which was billed in full to the ****** account provided.
  
  On July 26, 2022, per the terms of the agreement, your 2nd shipment (a 90-day supply) began processing for delivery, with a total cost of $279.67 (including $14.97 s&h and $24.85 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received authorization from the ****** account on file at this time for payment of the 1st installment of $94.22. Please be advised that funds in the amount authorized may be held by your financial institution for several business days, and may not be available to you during such time. As procedures vary amongst financial institutions, you may want to check with your financial institution and/or ****** in terms of how it handles authorizations. Typically, in any case, the amount authorized does not appear on your statement - just the amount ultimately charged.
  
  On July 27, 2022, your 2nd shipment was sent, and the approved authorization of $94.22 was finalized as a charge to the ****** account on file.
  
  Also on July 27, 2022, per your phone call on this date and 7/26 after-hours chat request, your account was cancelled. Information was provided about your 2nd shipment's remaining balance, as orders that have already processed or shipped at the time of cancelation will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee. Our records indicate that this call was disconnected while trying to complete your request for transfer to a supervisor, and so a request for a callback was submitted; later the same day, a voicemail was left by a supervisor at the phone number on file for your account (not the same as provided with this complaint) confirming your account cancellation and providing return instructions.
  
  Per your phone request on July 28, 2022, another request was submitted for a supervisor callback, as none were available to accept your requested transfer at that time.
  
  On July 29, 2021, ****** reversed the 1st installment of $94.22 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the full amount of $279.67 due and payable to Crepe Erase(r). This activated the past-due billing process, which sends balance reminders monthly.
  
  On August 1, 2022, a supervisor attempted to call you back once more; the person who answered the phone number on file for your account stated it was a wrong number. An email was sent to the address on file, providing our contact information to assist further.
  
  Per your phone request on August 2, 2022, a pre-paid return label was issued to assist with the return of your 2nd shipment at no additional cost to you. Please allow a minimum of 7-10 business days for that label to arrive by mail.
  
  As a goodwill gesture in effort to fully resolve the matter, the balance of $279.67 due for your second shipment has been cleared prior to any returns received. Please consider any notices received after the date of this correspondence to have crossed in the mail. As the 1st installment payment for your 2nd shipment was reversed by ******, there is no refund to be issued.
  
  Your Crepe Erase(r) account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** **
  Senior Manager Contact Center Operations
  
  
  Consumer Response /* (3000, 7, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No one ever called me a msg was sent saying the were sorry to have missed me... there was NO PHONE communication except the ones initiated by me. In addition to the lack of willingness and desire to assist customers. The account was closed because I requested it. No one attempted to help.
  
  
  Business Response /* (4000, 9, 2022/08/17) */
  *** ***** *****
  *** ****** **** **
  ******** ** XXXXX-XXXX
  
  
  Date: 08/17/22
  
  Complaint ID: XXXXXXX
  Account Number: XXXXXXX
  File Number: XXXXXXXXXA
  
  Dear **. *****,
  
  Thank you for the opportunity to respond.
  
  As noted in our prior response, neither of our attempts to connect with you by phone, via the phone number provided with your initial order, were successful; we were advised on our second attempt to call you that the phone number on file was incorrect, and so an email was sent to provide you with our contact information in order to assist further.
  
  To confirm once more, your Crepe Erase(r) account remains closed, as you requested, since July 27, 2022; nothing further will be shipped or billed.
  
  We sincerely apologize for any miscommunication and appreciate your feedback.
  
  Sincerely,
  
  ****** **
  Senior Manager Contact Center Operations