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:08/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried contacting Principal Secret on multiple dates regarding my monthly kit I was charged for on 5/22/24 that I had never received. And as of today 8/17/24 they have not resolved my issue.My first attempt was on 6/7/24@9:16am TT ****** @ ************** (call time 11 min, 33 sec) & explained that after reviewing my monthly credit card statement I saw that I was charged $130.54 for my kit & was inquiring about its whereabouts. she stated that it was at the ******************* and to wait 2-3 business days to be delivered. I had her update my next kit to increase it to an 8 piece kit for Sept arrival she quoted me $164.56. ok.I waited...... giving postal service time and ****** ensuring my kit would arrive.Two weeks went by so I confirmed with my postal guy no pkg.on 6/24 @12:17pm TT *******@************** (call time 6 min 15 sec) & once again explained. ******* looked up my info just as ****** had and said that it should be arriving in ******* PO soon and to wait another 7-10 business days. I realized from this conversation that I was dealing with employees of the Philippines as they seem to repeat off a que card. I once again did not get any resolution and informed **************** would be disputing my charge with my credit card co.on 6/27 I opened a dispute with my ***** ********** in the amount of $130.54 on 7/01 I received an email from P.S. cancelling my membership.7/17 Purchased PS prod's via Amazon 7/30 TT ********* @ 9:55am (10 min 33 sec) Restated my issue and wanted a resolution. He said I could reopen a new acct online for products since i was canceled and that he could see that there was a problem w/tracking & would take care of the $130.54 charge. he confirmed they were located in ***********. Supposedly handled.8/2 WF **** closed my dispute removed chrge 8/5 rec'd another invoice dated 7/31 ********* lied, why???I believe I did my due diligence in this matter. I want these invoices to stop, I recd no product.

  Business Response

  Date: 08/23/2024

  ***********************************
  *****************************************************************************
  
  Date: 8/22/24
  
  Complaint ID: ********
  Account 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 your last Principal Secret shipment was sent May 22,2024.  ******** tracking number ************************** it had reached *******, ** on May 24th but did not proceed any further. ******** was still showing as pending when you contacted us on June 7th.  We apologize that a replacement was not offered when you spoke with us again on June 24th as by then it had been four weeks since the order had shipped and no update to the **** tracking information.
  
  On July 1, 2024, your financial institution reversed the payment of $130.53 for this shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $130.53 as due and payable. At this time the auto past due billing process was activated to send monthly notices advising of the balance.  Your account was cancelled due to the chargeback.
  
  
  When you spoke with ********* on July 30th, our records indicate that you were offered a replacement order and that once you received it the pending balance would be paid.  The last invoice you received had already been processed for mailing on July 29th and could not be stopped.  We regret to learn that an error occurred when the order was placed resulting in the replacement never being shipped.  We apologize for any frustration this may have caused.
  
  
  The remaining balance of $130.53 has now been cleared.  You will receive no additional billing notices.
  
  As we strive to provide only the highest quality products and service, we regret to learn your experience with us did not meet that expectation.  Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  Your Principal Secret account remains closed with no further balance owed. Nothing further will be shipped or billed.  
  
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

  Customer Answer

  Date: 08/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, I'm deeply saddened by the loss of Principal Secret facial care which I have been using since I was 21 and am now 59.  Luckily, I'm able to purchase through Amazon without any worries but would've liked my discount.  thanks for the many years.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/08/2024

  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 attempted to cancel after receipt of original order. I never was able to reach someone or kept being either on hold forever or disconnected. Early July 2024 I saw a pending charge on my bank account. After several attempts I finally had someone answer my call. On July 5th I received an email that my subscription was cancelled but did not receive shipping label to return product. They have now once again processed a $90.03 charge on my bank account on a weekend. This is theft as I canceled previously and they are extorting money from me. I want a total refund from them and return shipping label as I should not be required to pay to return something I did not order and in fact cancel any subscription they fraudulently set up.

  Business Response

  Date: 08/15/2024

  ***************************
  *******************************************
  
  Date: 8/14/24
  Complaint ID: ********
  Account Number: *******
  
  Dear Ms.  ********,
  
  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 June 1, 2024.
  
  We make every effort to be forthcoming regarding our promotions and offers for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  Customers enrolling in the Crepe Erase member program with the purchase of a special offer for a 30-day introductory kit are informed they will receive full-size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.  Before customers may finalize an order that includes a subscription, they must check a box that states: By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions,including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide.   Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order. 
  
  On June 4, 2024, your initial order (a 30-day 6-piece introductory supply) was sent for a total of $63.55 (including $3.60 PA Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  On July 3, 2024, per the terms of your purchase, your 2nd shipment (a full-size 90-day replenishment kit)was sent as scheduled for a total cost of $270.11 (including $14.97 s&h and $15.29 PA Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The first installment of $90.06 was charged at this time leaving a balance of $180.05.
  
  On July 5, 2024, your account was cancelled per your request stopping any future shipments.  However, orders that have already been shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.  You were informed of the remaining balance due for your 2nd shipment and return instructions were provided. 
  
  On August 3, 2024, the 2nd installment of $90.03 for your 2nd shipment (the 90-day replenishment kit) was charged as scheduled leaving a balance of $90.02.
  
  On August 12, 2024, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time refunds totaling $164.22 were issued and the balance of $90.03 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $15.87 (s&h plus applicable state tax on that charge) was not refunded.  
  
  We received your call on August 14th regarding the refund.  At that time, you informed us that you had also returned your initial order and provided **** tracking number that indicated the return was in route to our facility.  As a courtesy a refund of $63.55 was issued prior to the receipt of the return.
  
  Your Crepe Erase account remains with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:07/22/2024

  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.

  Purchased introductory package.I was never informed that another $171.00 must be paid to complete my purchase.Today I received a full size package which I did not ask for.When I called to cancel 2 more payments I was told that I must pay them. The company needs to clarify This so others don't get trapped.

  Business Response

  Date: 07/29/2024

  *************************
  ******************
  ***************
  
  Date: 7/26/2024
  Complaint ID: ********
  Account 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 by phone for automatic shipments of Crepe EraseJune 11, 2023, with the purchase of a special offer for a 2-piece 30-day introductory kit.
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone lines, print materials,product packaging, and billing. As part of their initial purchase, customers purchasing a special offer for an introductory kit are informed they will receive full -size automatic replenishment 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 next scheduled shipment date, the shipment's total cost, and the payment schedule.   Every shipment is covered by our 60-day Money Back Guarantee. We regret if you found the offer unclear in any way.
  
  On June 12, 2024, your initial order (a 30-day 2-piece introductory supply) was sent for a total of $52.95 (including $3.00 PA Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  On July 16, 2024, per the terms of your purchase, your 2nd shipment (a full-size 90-day replenishment kit) was sent as scheduled for a total cost of $171.53 (including $11.97 s&h and $9.71 PA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first installment of $57.19 was charged at this time leaving a balance of $114.34 to be billed in two payments scheduled for August and September. 
  
  On July 21,2024, your account was cancelled per your request.  You were informed about the remaining balance because although cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation. Orders that have already been shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.  As a courtesy the payment scheduled for September was waived leaving only the August payment of $57.19.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill and in exception to our advertised guarantee the remaining August payment of $57.19 has also been waived.
  
  Your Crepe Erase account remains closed.  Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:07/15/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered perfume from wen by *****************. I received the package but did not care for the item. I completed the return process as required and sent back my package. I still have not received a refund. I have emailed customer service on multiple occasions and received no response, most recently on June 11.

  Business Response

  Date: 07/22/2024

  *********************
  347 *****************
  **********, ** 60093
  
  Date: 7/22/24
  Complaint ID: ********
  Account Number:  NA
  
  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.
  
  Unfortunately,we are not able to assist you with this issue as we only service customers who have purchased WEN hair care products distributed by *********************** and have an active automatic replenishment account.  We do not market or service any of the skincare products so we would not have access to your order information.
  
  We recommend visiting ******************** for customer service contact information for any recent purchases.
  
  Thank you for your understanding.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

  Customer Answer

  Date: 07/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Crepe Erase from the Body Firm, LLC under ***********************, January 15, 2024 with their special of $64.98. I DID NOT OPT in for the auto ship nor for any other product. I spoke WITH a person and NOT just the chat. When I received a notice for an additional payment (because i paid the infomerciallate night special in full), I spoke with a person and they 'assured' (I'm stating sarcastically) they would take care of this and there would be no further or additional charges. However, on June 16, 2024, I received a bank alert there was an attempt of a payment of $95.87 for MY auto ship from this company. I contacted them. Canceled (again) and returned the package via the **** when it came. Yet, recently, July 1, 2024 I received a bill stating I owed $287.58??? I am ready to not only file this with BBB, but also fraud against this company.

  Business Response

  Date: 07/09/2024

  *********************
  ****************
  *********************
  
  Date: 7/8/2024
  Complaint ID: ********
  Account 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 January 13, 2024, with the purchase of a special promotional offer for a 5-piece full-size introductory kit.
  
  We make every effort to be forthcoming regarding our promotions and offers for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  We do offer the ability to purchase Crepe Erase products as one-time orders without a replenishment account.However, customers who choose to place one-time orders are only offered our retail prices.  Customers purchasing any of our special offers for an introductory kit are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  This information is provided on our website before an offer is selected and in the shopping cart - in bold print- prior to any personal information being entered.  Before customers may finalize their purchase,they must check a box that states: "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide." Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  The products are also shipped with information reiterating the terms and benefits of membership including the next shipment date.
  
  Also, at the time of purchase customers are provided the option to either begin with the standard 30-Day Entry supply or a full-size 90-Day supply. At the time of your initial purchase, the option to begin with a 90-Day supply was selected. We regret if it was not your intent select this option or if you found the offer unclear in any way.
  
  On January 15, 2024, your initial order (a 90-day full-size 5-piece introductory kit) was sent for a total of $194.95 (including $15.06 CA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $64.98 was charged at the time of shipping to the PayPal account provided leaving a balance due of $129.97.
  
  Our records indicate that on January 31, 2021, we received your phone request to cancel your Crepe Erase account, but instead you accepted an offer of an additional 10% off future shipments and postponement of the next shipment. The account was placed on hold until June 17, 2024, at which point regular shipments would resume.  In addition, as a courtesy, one of the remaining two installments due for your initial order was waived leaving a balance of $64.99.  Per your request the remaining payment of $64.99 was charged to a credit card you provided at the time of the call rather than allowing the payment to be charged as scheduled in February to the PayPal account on file.  
  
  On June 16, 2024, per the terms of the agreement, your 2nd shipment began processing for delivery for a total of $287.58 (including $22.21 CA Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received an approved authorization from PayPal at this time for the 1st installment of $95.87.
  
  On June 17, 2024, we received your call regarding the authorization.  Your account was cancelled at this time per your request. Information regarding the shipment already processed, and the 60-day Money Back Guarantee available, was provided at this time, as orders that have already processed 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.
  
  Your 2nd shipment was sent,but when we attempted to finalize the previously authorized payment of $95.87 on June 20th the request was declined by PayPal.  At this time the auto past due billing process was activated to send monthly notices advising of the full balance of $287.58.
  
  Per **** tracking information your 2nd shipment was received at our facility as a return on July 5, 2024.   A credit of $287.58 has been issued which cleared the balance due.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 07/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to complain about an incurred charge on June 9, 2024 Order number: ******** I was manic and off doctor-prescribed medications when I made an initial purchase on May 9, 2024 ( which was most likely as a mother's day gift). My memory is a bit hazy due to the mania. I have doctor-diagnosed Bipolar Type 1 with Schizo-Affective tendencies....I take a mood stabilizer and an anti-psychotic medication (both of which I was off of during the time of the initial purchase).Original purchase:Order number: ******** I was not aware that this would be multiple charges, and I wish to cancel all future payments/subscriptions/orders while receiving a reimbursement for the purchase order on June 9, 2024

  Business Response

  Date: 06/19/2024

  ***********************
  *********************************************************************************
  
  Date: 6/18/24
  Complaint ID: ********
  Account 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.
  
  We make every effort to be forthcoming regarding our promotions and offers for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  Customers enrolling in the Crepe Erase replenishment program with the purchase of a special offer for a 30-day introductory kit are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.  We regret if you found the offer unclear in any way.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase May 8, 2024.
  
  On May 9, 2024, your initial order (a 30-day 3-piece introductory supply) was sent for a total of $79.95 (including $6.40 TX Sales Tax) and billed in full at the time of shipping to the PayPal account provided.  
  
  On June 7, 2024, per the terms of your purchase, your 2nd shipment (a full-size 90-day replenishment kit) began processing for delivery as scheduled for a total cost of $227.64 (including $14.97 s&h and $17.82 WA Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received an approved payment authorization from PayPal for the first installment of $75.89 at this time.   
  
  Shipment of this 2nd order was delayed due to an inventory shortage, so we were able to cancel the shipment on June 18th.  Please be advised that an approved payment authorization can be held for at least 7- 10 days before it expires if the merchant does not request that it be finalized as a charge.   Since we were able to cancel the shipment,the pending authorization of $75.89 should drop off your account.  Procedures vary amongst financial institutions, and PayPal may hold an authorization longer.  You may want to check with PayPal in terms of how it handles authorizations. 
  
  Your Crepe Erase account has now been cancelled per your request.  Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:06/05/2024

  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 April 30th I purchased a CEU-6 piece 30 day Fragrance Free Entry Kit at the price of $86.35 . I realized that it was a subscription and contacted customer service, which is a nightmare. After being on hold for over 30 minutes, the rep barely spoke an understandable English, and tried to get me to stay on with the subscription. I insisted on getting my account canceled and I was under the impression that it had been taken care off. The order took almost a month to arrive, and then I am notified less than a week later, today, that I have been charged $91.76, as a first installment of a 90-day supply. How is that even possible when you have a 60 day money back if you are not happy with the product. I guess they flood their customers, so they now are out money for two shipments, without having a chance to try the product. There was no order email from the company for the 90 day supply, only a notification from PayPal. There is no way to contact the company via email, you can't cancel on the website, and clearly customer service is deceiving. Their reviews on the website is a slew of customers with the exact same issue. I want my account canceled, and I want my money back for the 2nd order that they are trying to bill me for. I will be returning the first order and want my money back for that as well. They can keep the order they charged me for after failing to cancel. A case has opened with PayPal. The company is dishonest.

  Business Response

  Date: 06/13/2024

  *************************************
  12106 Wander Ln
  ****************
  
  Date: 6/10/2024
  
  Complaint ID:  ********
  Account **************
  
  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.
  
  Please keep in mind that the reviews and complaints that the Better Business Bureau receives are from a very small portion of our customers.  While you may notice a trend with the reviews or complaints regarding our replenishment program, happy customers generally do not leave any kind of reviews regarding their experience.  We make every effort to be forthcoming regarding our promotions and offers for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  Customers enrolling in the Crepe Erase member program with the purchase of a special offer for a 30-day introductory kit are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.  This information is provided on our website before an offer is selected and in the shopping cart - in bold print- 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,including our no-commitment auto-replenishment program. 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.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase April 27,2024.
  On May 1,2024, your initial order (a 30-day 6-piece introductory supply) was sent for a total of $79.95 (including $6.40 TX Sales Tax) and billed in full at the time of shipping to the PayPal account provided.   Per **** tracking number ************************** this order was delivered May 6th.
  
  On June 4,2024, per the terms of your purchase, your 2nd shipment (a full-size 90-day replenishment kit) was sent as scheduled for a total cost of $275.21 (including $14.97 s&h and $20.39 TX Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first installment of $91.76 was charged at the time of shipping leaving a balance of $183.45.  Per **** tracking number ************************** this order was delivered June 10, 2024.
  
  On June 6, 2024,PayPal reversed the payment of $91.76 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution,it restored the full cost of the shipment $275.21 as due and payable. At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  Your account was cancelled on June 6th due to the chargeback but while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  Billing for any balance due will continue until paid in full              or the order is returned for credit within the 60-day Money Back Guarantee.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account since your enrollment April 27th, prior to receipt of your Better Business Bureau complaint. Our website offers multiple options to contact us via email,phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  All shipments are covered by a 60-day Money Back Guarantee.  Please follow the return instructions found on the website if you choose to return the orders.  We recommend that you get a receipt or tracking info as proof of return to keep for your records until refunds are posted.  Regarding your 2nd shipment, since the payment was reversed via the chargeback once that shipment is returned the balance will be cleared and the account removed from the past-due billing status.   
  
  As a gesture of goodwill and in exception to our advertised return policies, the remaining balance of $275.21 for your 2nd shipment has been cleared prior to your return being received.
  
  Your Crepe Erase account is now closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  
  
  

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair 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 a beauty package from this company and did not realize that it was a subscription so I ended up receiving a box of their product in the mail and was charged over time $270. I told them I did not want it and wanted to stop the subscription and the lady over chat said to just return the box of product and that they would stop the subscription and refund my $270 Today when I called them they said they did not have record of the box of product and there was nothing they can do about it other than stop the subscription. I said I don't have tracking through **** and they said unless I provided that to them that there is nothing they can do.

  Business Response

  Date: 05/15/2024

  ***********************************
  ******************
  ***************-1250
  
  
  Date: 05/13/24
  
  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 January 27, 2024.
  
  We make every effort to be forthcoming regarding our promotions and offers for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  Customers enrolling in the Crepe Erase member program with the purchase of a special offer for a 30-day introductory kit are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.  This information is provided on our website before an offer is selected and in the shopping cart -in bold print- 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,including our no-commitment auto-replenishment program. 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 January 29, 2024, your initial order (a 30-day 5-piece introductory supply) was sent for a total of $64.16 (including $4.20 NE Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  On February 29, 2024, per the terms of your purchase, your 2nd shipment (a full-size 90-day replenishment kit) was sent as scheduled for a total cost of $272.65 (including $14.97 s&h and $17.83 NE Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $90.90 was charged at the time of shipping leaving a balance of $181.75.
  
  On March 4, 2024, your account was cancelled per your LiveChat request. Information was provided regarding the 2nd shipment and return instructions, as orders that have already been shipped/delivered 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.   While cancelling an account stops all future shipments, it does not cancel the balance due for a previous shipment.
  
  As our records did not reflect any returns on your account, the remaining 2nd and 3rd installments of $90.88 and $90.87 were charged as scheduled on March 31, 2024, and May 1, 2024,respectively.
  
  On May 6, 2024, and May 7th, we received your call and LiveChat inquiries about the recent charge.  You were advised that it was the last payment for your 2nd shipment.  You informed us that you returned the shipment the first week of March as a return to sender and did not have tracking information.   Please be advised that returning a product via "Return to Sender" without verifiable proof of mailing, oftentimes results in a package never being received back to our facility to process a return credit to clear any balance owed.  Since the 60-Day Money Back Guarantee for your 2nd shipment had expired by this time your request for a refund was forward to a supervisor for review.
  
  On May 8, 2024, as a goodwill gesture and an exception to our Money-Back Guarantee refunds totaling $256.64 were issued.  The s&h charge of $16.01 was not refunded as our satisfaction guarantee does specify that shipping costs are a non-refundable item.
  
  Your Crepe Erase account is now closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 05/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday April 28,2024,I responded to a TV ad for crepe erase, via phone call.Order#*******, Customer #******* Even though the associate could not speak plain English,I kept repeating my order to her,which was I wanted the "ONE TIME ONLY" offer. I DID NOT say I wanted a subscription or payment plan!The associate assured me the order would be "ONE TIME ONLY! So I verbally agreed to a "ONE TIME PURCHASE for $59.00.+tax=63.26,which came out of my account.When I received the shipment,it included instructions for "2" more payments to be charged to my credit card. I immediately called the company,and asked for a Manager. The first associate told me she didnt have a manager, ( I managed a ***************** for 30 yrs before retiring) so I knew this was NOT true. So, I called back,this time the man,******, said he was a manager,and sorry for the confusion. He said he would cancel further shipments,and I would NOT be billed again. Then on Friday May 3,2024,I received an email confirming my cancellation,but also stating that I still had a balance of $126.51. I called back again,asked for a Manager,and instructed him, I WILL NOT be paying that balance,and if they take it out of my account,without my consent or signature this would be against the law. I will be contacting my bank to stop any further attemps by this company to withdraw any funds from my account.

  Business Response

  Date: 05/15/2024

  Ms. ******************************************** US Highway 12
  ***************************-5504
  
  
  Date: 05/10/24
  
  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 by phone for automatic shipments of Crepe Erase April 2, 2024, with the purchase of an introductory 5-piece kit at discounted member pricing. 
  
  We do offer the ability to purchase Crepe Erase products as one-time orders without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices, not the special price provided in the ** infomercials, which state (each time the price is displayed) that the offer Includes Auto Delivery. Cancel at any time.   Also, 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 offer to begin with a 90-Day supply was selected.  We regret if you found the offer unclear in any way or if it was not your intent to accept the larger 90-day option.
  
  On April 29,2024, per the terms of the offer, your order, a 90-day supply, was sent for a total cost of $189.77 (including $9.89 WI Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $63.26 was charged at the time of shipping, leaving a balance due of $126.51.
  
  On May 3, 2024, we received your calls inquiring about the remaining balance.   Your account was cancelled during your initial call. But, please be advised, while cancelling stops future shipments it does not cancel a balance remaining for an order that has already been delivered at the time of cancelation, it will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  When you called again on May 3rd,a manager was available, and your call was transferred.  The total cost of your order, the 3 payments and balance were explained.  As a courtesy the remaining balance was cleared, and your cancellation confirmed.  You were informed that there would be no additional charges or shipments.
  
  We apologize for any confusion caused by the email you received later that day.  It was an automated cancellation confirmation email that was generated when your account was cancelled.  It reflected the remaining balance due since the cancellation was processed (and the email issued) before the balance was waived.
  
  Rest assured your Crepe Eraseaccount remains inactive, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 05/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/07/2024

  Type:Order 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 canceled a monthly subscription for this product and they continue to charge my card and send products to me that I cannot use.

  Business Response

  Date: 05/15/2024

  *********************************
  14 *****************
  *******************-3206
  
  
  Date: 05/10/24
  
  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 with the purchase of a Face & Neck Firming Duo introductory offer on June 12, 2023.?
  
  We make every effort to be forthcoming regarding our promotions and offers for Perricone Cold Plasma Sub-D via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  Customers making an initial purchase are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.
  
  On June 12, 2023, your 1st shipment, a 30-day introductory supply, was sent for a total of $75.55 (including $5.60 NY Sales Tax) and charged in full at this time to the PayPal account provided.?
  
  Per the terms of your purchase, on July 27, 2023, your 2nd shipment, a full-size 90-day replenishment supply, was sent for a total of $291.43 (including $21.58 NY Sales Tax) and charged in full to the PayPal account on file.
  
  On October 27, 2023, your 3rd shipment, another full-size replenishment kit, began processing for delivery as scheduled.  An initial payment authorization request was sent to PayPal for approval but the request was declined.  The order was placed on hold for 90 days until the next scheduled shipment.
  
  On January 27, 2024, another attempt was made to send your scheduled shipment, but the payment authorization request was again declined by PayPal.  At this time PayPal informed us that the payment agreement had been cancelled so future shipments were placed on hold until the payment method could be updated.  To note, cancelling a payment agreement with PayPal or removing a payment method tied to a replenishment subscription does not automatically cancel the subscription.   As stated in the terms of purchase, customer service needs to be contacted to request cancellation.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account since your enrollment in June 2023, prior to receipt of your Better Business Bureau complaint.   Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  Your Perricone Cold Plasma Sub-Daccount is now closed.  Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director