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 has 5 locations, listed below.

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  Guthy-Renker, LLC

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

  
• 

  Guthy Renker

  PO Box 8982 Madison, WI 53708

• 

  GRC Vitamins

  41550 Eclectic Street #200 Palm Desert, CA 92260

• 

  Guthy-Renker

  Palm Desert, CA 92260

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  Crepe Erase

  415500 Eclectic ST STE 200 Palm Desert, CA 92260

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/26/2022

  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 placed an order for Sub-D a line of skincare. I was automatically subscribed to their product, without my knowing, and started being charged for monthly deliveries. I noticed this once I saw a second charge on my card. I immediately called to end the subscription. I requested a return. They had to send me return paperwork which took 7-10 days. I sent the return back and still haven't seen a return processed. Meanwhile, I received mail and email saying I owed them $203 for additional products. And, in calling them, they try to upsell you to get more products or a better deal.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/05) */
  **. ******* *******
  ********************************************
  
  
  Date: 08/05/22
  
  *********************************************************************
  
  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 27, 2022. As part of their initial purchase, customers enrolling in our subscription 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 are provided in the shopping cart, in bold font the same size as the rest of the page, prior to any personal information being entered. Additionally, before customers may finalize their purchase, they must check a box stating their agreement to the provided terms of the purchase. 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.
  
  Your initial order (a 30-day introductory supply) was sent on May 31, 2022, for a total cost of $63.55 (including $3.60 MI Sales Tax) which was charged in full to the credit card provided.
  
  On June 28, 2022, per the terms of the offer, your 2nd shipment (a full-sized 90-day supply) was sent for a total of $203.33 (including $11.97 s&h and $11.51 MI 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 this time, leaving a balance of $135.07.
  
  On June 29, 2022, per your phone request, your account was canceled. Information was provided regarding the remaining balance scheduled to bill for your 2nd shipment, as well as return instructions; 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 July 11, 2022, your financial institution reversed the 1st payment of $68.26 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the full amount of $203.33 due and payable to Perricone Cold Plasma Sub-D(r). This activated the past-due billing process which sends monthly balance reminders.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill in an effort to fully resolve this matter, the remaining balance of $203.33 has been cleared. As the 1st installment payment of $68.26 for your 2nd order was reversed, there is no refund to be issued.
  
  Your Perricone Cold Plasma Sub-D(r) account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations