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:05/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 23, 2024, I ordered a Crepe Erase bundle being offered through a television commercial. I completed the sale online as a one-time purchase and had no intention of signing up for a subscription. An auto delivery program or subscription program was not indicated anywhere. I received my bundle of products and just today noticed that my debit card was charged with an additional $105.89. I logged into their website and saw that I had been set up for a subscription plan that I never consented to and that an additional package was shipped out to me on 4/25/24. The $105.89 charge is 1/3 of the payment due on this product and the company has additional $105.89 charges planned for 5/25 and 6/25. I immediately contacted the company and was told that when I signed up for their "introductory" bundle, I signed up for an automatic subscription. I canceled my purported "membership" immediately and was told that I would have to return the product once I receive it, that I would have to pay for shipping and that I would be refunded 7-10 business days after the company receives the product back. I was also told that the 5/25 and 6/25 charges were still pending. I told the company that I didn't authorize these charges or any charges that they have taken and am not authorizing them in the future. The representative then hung up on me, without resolving my issue.

  Business Response

  Date: 05/08/2024

  ***************************************
  18 Arborway
  **********************-1142
  
  
  Date: 05/07/24
  
  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 Meaningful Beauty March 23, 2024.
  
  We make every effort to be forthcoming regarding our promotions and offers for Meaningful Beauty via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  One-time purchases are available without a subscription, but the one-time offers are only for individual items (not kits) and are only offered at retail pricing.  Customers that choose to purchase any of our special introductory kit offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  The information regarding the terms of the online offer and the replenishment program is provided on our website before an offer is selected and also in the shopping cart order summary- in bold print- prior to any personal information being entered.  In addition, before a purchase can be finalized, customers 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.   We regret if you found the offer unclear in any way.
  
  On March 25, 2024, your initial order (a 30-day 6-piece introductory kit) was sent for a total of $79.65 (including $4.69 MA Sales Tax) which was charged in full at the time of shipping to the credit card provided.
  
  On April 25, 2024, per the terms of your purchase, your 2nd shipment (a full-size 90-day supply) was sent for a total of $317.62 (including $14.97 s&h and $17.80 MA Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $105.89 was charged at this time leaving a balance of $211.73. 
  
  On April 29, 2024, per your LiveChat requests, your account was cancelled.  Information was provided regarding the remaining balance, scheduled payments and 60-day Money back Guarantee available for your 2nd shipment.  as a courtesy a request for a prepaid return label was submitted to assist with your return at no additional cost to you.When you requested to speak with a supervisor you were advised to call customer service and contact information was provided.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  They will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee. 
  
  You should receive the prepaid return label via **** within 7 - 10 business days.  Please follow the instructions included with the label.  Once your return is received a refund (less initial s&h cost per our guarantee) will be issued and the remaining balance cleared.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21640366
  
  I am rejecting this response because the company wasn't transparent in its "selling of its subscription" and in fact, I did sign up for a one-time only order. I still haven't received the return label and when I informed the company that I wasn't happy with the original products, they did not disclose that there was a money back guarantee on that purchase as well. The company is clearly engaging in unfair and deceptive trade practices with consumers on a regular basis as is evidenced by the massive amounts of complaints, and the company's "canned" cut and pasted response to the complaints received.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 05/30/2024

  **************************************
  18 Arborway
  **********************-1142
  
  Date: 05/30/24
  
  Complaint ID: ********
  Account Number: *******
  
  
  Dear **************************,
  
  Thank you for the opportunity to respond.
  
  As stated in our previous response, we try to make our offers as clear as possible on the website.  If the offer selected for purchase includes a subscription, then information regarding the automatic shipments is stated in three places before an offer can be submitted.  Your initial order of a 30-day 6-piece introductory kit is only available with a subscription.  The individual items included in the kit can be purchased as a one-time order but only in the 90-day full size and at retail pricing.  Also, your authorization of future automatic shipments and associated charges was provided by checking the box to complete your initial order that stated you agreed to the terms of the offer.   Information about the 60-day Money Back Guarantee is stated on the website and on the invoice included with each shipment. Again, we regret if you found this information unclear in any way.
  
  While you may notice a trend with the reviews or complaints regarding our continuity program, happy customers generally do not leave any kind of reviews regarding their 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.
  
  On May 22, 2024, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time refunds totaling $90.92 were issued and the balance of $211.73 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $14.97 (s&h) was not refunded.
  Your Crepe Erase account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  
  

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21640366
  
  I am rejecting this response because the company refuses to make me whole.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/16/2024

  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 saw this skin wrinkle reducer on TV. I ordered this promotional trial order. It was sent then many other orders were sent to my house and my PayPal account was charged. There was nothing said about receiving additional orders automatically and when I tried to cancel they would not comply and said my next order could only be delayed. The name of the company is Crepe Erase. There was no invoice sent and there were no instructions on how to use the products. I did use the products for 30 days as recommended and I saw no improvement so feel this is a scam and want to warn others.

  Business Response

  Date: 04/23/2024

  ***************************
  ***********************************
  *********************-9781
  
  
  Date: 04/22/24
  
  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 March 3, 2024.
  
  We make every effort to be forthcoming regarding our promotions and offers for Crepe Erase via the website, ** infomercials, inbound sales phone line, print materials, product packaging and billing.  During the ** infomercials each time the price is displayed directly under the price it states: Includes Auto Delivery. Cancel at any time.   Customers enrolling in the Crepe Erase member program with the purchase of 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: "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 scheduled shipment date. We regret if you found the offer unclear in any way.
  
  On March 4, 2024, your initial order (a 30-day introductory supply) was sent for a total of $64.46 (including $4.50 OH Sales Tax) and billed in full at the time of shipping to the PayPal account provided.
  
  Per the terms of your purchase, on April 4, 2024, your 2nd shipment (a full-size 90-day replenishment kit) was sent as scheduled for a total cost of $273.93 (including $14.97 s&h and ***** OH Sales Tax) to be billed in 3 installments over 31-day billing cycles.The first payment of $91.33 was charged at the time of shipping leaving a balance of $182.60.
  
  Our records indicate that on April 15, 2024, we received your phone request to cancel your Crepe Erase account,but you accepted an offer to extend the Money Back Guarantee from 60 days until 90 days for the 2nd shipment you had just received and to postpone future shipments instead. The account was placed on hold until September 6, 2024, at which point regular shipments would resume.  Information regarding the remaining payments for the 2nd shipment was provided.
  
  On April 17, 2024, your account was cancelled due to notification from PayPal of a payment dispute for the 1st payment of $91.33 for your 2nd shipment. At this time this dispute has not been resolved.   Please be advised while cancelling an account stops all future shipments, it does not cancel the balance due for orders shipped prior to cancellation: they will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $182.60 has been cleared.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/16/2024

  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.

  One bottle of product was ordered in 2023 and paid for in full. I experienced an allergic reaction to the product and notified the company my doctor said I could not continue to use the product. I have received recurring notices from this company that they continued to bill unauthorized amounts of charges which were declined by my credit card due to their awareness of scam billing practices by this company. No additional product was ever received and no charges accepted as I have since moved out of state into assisted living. I have contacted the company multiple times requesting supervisors who are never available. I am requesting a fully cleared account and no more scam billing from this company with its shady customer service and attempts at scam billing of the elderly. This submission is written with the help of my daughter who is considering bringing this scam to the media and to legal remedies for financial abuse and harassment of elderly customer targets. This should not have required intervention by the BBB.

  Business Response

  Date: 04/23/2024

  *********************
  2444 163rd St
  ********************-4054
  
  
  Date: 04/22/24
  
  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 August 26, 2023.
  
  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 are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership. 
  
  On August 28, 2023, your initial order (a 30-day introductory supply) was sent for a total of $54.39 (including $4.44 NY Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  On September 5, 2023, we received your call informing us you had not received the initial order.  An offer to replace the shipment was declined and a refund of $54.39 was issued.  Our records reflect that you ask to cancel your account since you were moving and did not have new address yet but instead you accepted an offer to postpone future shipments until January 30, 2024.
  
  Per the terms of the agreement, on January 30, 2024, your 2nd shipment (a full-size 90-day replenishment kit) was sent as scheduled for a total cost of $176.17 (including $11.97 s&h and $14.35) to be billed in 3 installments over 31-day billing cycles. The first installment of $58.72 was charged at the time of shipping; the 2nd installment of $58.72 was charged March 1st as scheduled leaving a balance of $185.85.
  
  On April 2, 2024, your financial institution reversed the 1st and 2nd payments of $58.72 each for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $176.17 as due and payable to Crepe Erase.  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.  Although cancelling an account stops all future shipments, it does not cancel the balance due for orders shipped prior to cancellation: they will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On April 13, 2024, we received your call regarding the billing invoice.  You informed us that you had not received the 2nd shipment and that your physician had advised you not to use the product.  Since the 60-day Money Back Guarantee had expired for this shipment, you ask to speak with a supervisor.  We regret to learn that the first attempt to transfer the call to a supervisor was not successful.  When a callback request was offered it was declined and the call ended.  No action was taken on the account.
  
  Please be advised, 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 between September 5, 2023, and April 13, 2024.  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.
  
  As a gesture of goodwill and in an effort to resolve this matter the remaining balance of $176.17 has been cleared.  As of the date of this response you have been refunded for both shipments since you informed us that you did not receive either.  The first refund was issued September 5, 2023.  The 2nd via the chargeback April 2, 2024.  The account balance is now zero.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/16/2024

  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 called Crepe Erase to order one single shipment of their introductory product. It was paid with my credit card. I was not particularly happy with the product but kept what I had ordered. I thought that it was the end of it... I was extremely surprised to receive another shipment and an invoice for $173.96. When I called I heard that I was enrolled in a renewal plan. I never agreed on that and told them to stop sending more shipments. I also stopped the payment on my credit card. They kept asking for their money. I called several other times, sent letters in December, January, returned the shipment (it was sent back to me!). I am now being contacted by a collection agency. This company has very deceptive sales practices and something should be done to stop that. They seem to target older customers who order on the phone. They take advantage of them. I want Crepe Erase to stop harassing me.

  Business Response

  Date: 04/25/2024

  *******************************
  ****************************
  ***************-6329
  
  
  Date: 04/23/24
  
  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.
  
  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 30, 2023.
  
  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 30-day introductory kit offer are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership. 
  
  On May 1, 2023, your initial order (a 30-day introductory supply) was sent for a total of $53.70 (including $3.75 ND Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  Per the terms of your purchase, on June 1, 2023, your 2nd shipment (a full-size 90-day replenishment kit) was sent as scheduled for a total cost of $173.96 (including $11.97 s&h and $12.14 ND Sales Tax)) to be billed in 3 installments over 31-day billing cycles. The first installment of $58.60 was charged at the time of shipping; the 2nd and 3rd installments of $57.69 and ***** were charged as scheduled July 2nd and August 2, 2023, respectively.
  
  On September 6, 2023, your 3rd shipment (another full-size 90-day replenishment kit) was sent as scheduled for a total cost of $173.96 (including $11.97 s&h and $12.14 ND Sales Tax)) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $58.60 was charged at the time of shipping leaving a balance of $115.36.
  
  On October 7, 2023, we attempted to process the 2nd installment of $57.69 for your 3rd shipment as scheduled but the request for payment was declined by your financial institution leaving a remaining balance of $115.36 as due.  At this time the auto past due billing process was activated. 
  
  On November 3, 2023, your financial institution reversed the 1st payments of $58.60 for your 3rd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the full amount of $173.96 as due and payable to Crepe Erase.  At this time the auto past due billing process was updated to send monthly notices reflecting the new balance.  Your account was cancelled due to the chargeback.  Although cancelling an account stops all future shipments, it does not cancel the balance due for orders shipped prior to cancellation: they will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On December 30, 2023, we received your written correspondence regarding the billing notices.   An email was sent explaining the remaining balance and providing return instructions so the shipment could be returned to clear the balance as an exception to our advertised 60-day Money Back Guarantee.
  
  Please be advised, our records do not reflect any calls received from the phone numbers provided with your order (and this complaint), nor any other contact received in reference to your account before December 30, 2023.  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.
  
  Although your return was not received, as a gesture of goodwill the remaining balance on $173.96 has been cleared.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 05/08/2024

   
  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 as long that they recall the collection procedure  with ****************** and take this from any potential record.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/16/2024

  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 originally ordered an introductory offer that was billed to my credit card for $80.21 on January 2. On February 1 I received a credit card charge of $106.96. I only purchased the introductory products. The next thing I know I received another shipment along with a bill for $213.85. After speaking with customer service they are telling me that I was put on an automatic program of receiving these products monthly.That is not what I signed up for. I find it abhorrent that this company is able to get away with this type of behavior. I feel this is so very unfair that they are taking advantage of people who innocently wanted to try a product but instead was bamboozled into a financial debacle.

  Business Response

  Date: 04/25/2024

  Ms. ***************************
  ****************************************************************************-1133
  
  
  Date: 04/23/24
  
  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 December 29, 2023.
  
  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: "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. We regret if you found the offer unclear in any way.
  
  On January 2, 2024, your initial order (a 30-day 6-piece introductory supply) was sent for a total of $80.21 (including $5.25 FL Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  On February 2, 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 $320.81 (including $14.97 s&h and $20.99 Sales Tax) to be billed in 3 installments over 31-day billing cycles.The first payment of $106.96 was charged at the time of shipping leaving a balance of $213.85.
  
  On March 2, 2024, we attempted to process your 2nd installment of $106.93 as scheduled for your 2nd shipment but the request for payment was declined by your financial institution leaving a remaining balance of $213.85 as due and payable. At this time the auto past due billing process was activated. 
  
  On March 14, 2024, we received your call regarding your 2nd shipment and the billing notice.  Information was provided explaining the shipment, billing and the 60-day Money Back Guarantee available.   Please be advised that orders that have already been shipped continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  On April 12, 2024, we received your phone inquiry about the billing.  Again, information was provided regarding the total cost of your 2nd shipment split into 3 installments.  At this time the 60-day Money Back Guarantee had expired for the shipment.  We regret to learn that before additional information could be provided or a resolution offered the call was disconnected.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $213.85 has been cleared.  If you would like to take advantage of the 60-Day Money Back Guarantee available, you may simply return the containers within 60 days of receipt to receive a full refund of the purchase price (minus shipping and handling) by following the directions provided on the website.
  
  Your Crepe Erase account is now closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 05/03/2024

   
  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:04/04/2024

  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 paid for my first order . Disliked the product , the smell was awful . Could not return . Second order arrived much to my surprise . I did not accept it and called that day my contract was ended October 10 2023. I sent all evidence to my credit card company they agreed wit me and refunded me the money . Now the threaten with collection agencys !

  Business Response

  Date: 04/18/2024

  *****************************
  167 Fairfield Ln
  Grants Pass, OR 97526-9324
  
  
  Date: 04/15/24
  
  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 on September 5, 2023,with the purchase of a special offer of a 6 piece 30-day introductory kit. 
  
  As part of their initial purchase,customers ordering an introductory kit (which includes a Crepe Erasesubscription) 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 in the shopping cart order summary, in bold font,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 . The products are also shipped with information reiterating the terms and benefits of membership, including the date of the next scheduled shipment. We regret if you found the offer unclear in any way.  
  
  On September 6, 2023,?your initial order (a 30-day introductory supply) was sent for a total of $74.96 and?charged in full to the?credit card provided. ? 
  
  On October 10, 2023, per the terms of the agreement, your 2nd shipment (a 90-day supply) was sent as scheduled for a total of $299.82 (including $14.97 s&h) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $99.96 was charged at shipping to the credit card on file leaving a balance of $199.86.
  
  On October 13, 2023, per your phone request, your account was cancelled. Information was provided regarding the remaining balance due for your 2nd shipment and return instructions since 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. While cancelling stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation. 
  
  Please be advised, returning a product via "Return to Sender" - without verifiable proof of mailing - can result in unpredictable transit times, and may also result in a package never being received back to our facility to process a return credit.  To the present date, our records do not indicate that any returns have been received.  Thus, the 2nd and 3rd installments of $99.93 each were charged as scheduled on November 10, 2023, and December 11, 2023, respectively.
  
  On January 23, 2024, your financial institution reversed the 2nd and 3rd installments of $99.93 each for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $199.86 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  On April 3, 2024, we received your inquiry regarding the billing notices.  The notices were explained.  You were advised that we had not received any returns on your account and that the ****** Money Back Guarantee had expired for this shipment in December.
  
  On April 8, 2024, per your social media post, you noted that you had refused the shipment.  Although your account did not reflect any returns received and the 60-day return period had expired, as a gesture of goodwill a refund of $84.99 was issued and the balance of $199.86 cleared.  Per the terms of our 60-Day Money-Back Guarantee, the $14.97 (s&h) was not refunded.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is a scam!! They automatically put you on a subscription for their product but dont tell you until after the initial purchase by an email. Then I called customer service and I cant cancel the subscription for ***** hours because my info isnt saved they said until then. What the heck?!! SCAM! Do not buy from these people!! Grrrrr! So angry!

  Business Response

  Date: 04/17/2024

  ***********************************
  ******, IN 46032
  
  
  Date: 04/15/24
  
  Complaint ID: ********
  Account Number: NA
  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.
  
  Unfortunately, we are unable to locate an account in your name with the information you provided. In order for us to review your concerns we will need the product name, account or order number, as well as the name and full address where the shipments were sent.  Your account number would be located on the enclosed packing slip or invoice enclosed with your most recent order.  Your order number can be found on the order confirmation email. Once we receive this information, we will take immediate action on your behalf. Once you locate this information, you may forward it to the Better Business Bureau of ********, ** in the form of a Rebuttal to your complaint filed on April 2, 2024.  Thank you for your understanding in this matter.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/01/2024

  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 March 17, 2024, my PayPal account was charged $174.77 for an "auto-shipment" of product that I didn't sign up for. I called mid March and was told the amount would be credited back to my account. That has not happened. I called back on March 28, 2024 and was told they had a "system error" and they would call me back. There have been numerous complaints about this company.

  Business Response

  Date: 04/04/2024

  *****************************
  8535 ***************
  ******, ** 75238-4915
  
  
  Date: 04/03/24
  
  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 February 16,2024.?
  
  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. The information regarding the terms of the online offer and the auto-delivery program is provided on the website at the top of the page before an offer is selected; in the shopping cart prior to any personal information being entered and in the order confirmation email.? In addition, 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.  We regret if you found the offer unclear in any way.
  
  On February 16, 2024, your 1st shipment, a 30-day introductory supply, was sent for a total of $40.46 (including $3.00 ** Sales Tax) and charged in full at this time to the PayPal account provided.?
  
  On March 17, 2024, your 2nd shipment, a full-size 90-day replenishment supply, was sent for a total of $174.77 (including $11.97 s&h plus $12.95 ** Sales Tax) and charged in full to the PayPal account on file.
  
  On March 18, 2024, per your request, your subscription was cancelled.  Information was provided regarding your 2nd shipment in transit and return instructions so you could take advantage of the 60-day Money Back Guarantee.  
  
  On March 28, 2024, we received your inquiry about a refund.  At that time your shipment had not been returned.  As a courtesy a request for a prepaid return label was submitted to assist with your return at no additional cost to you.  The label was sent to the email address provided with your initial order, and this complaint, on March 29th.
  
  On April 3, 2024, PayPal reversed the payment of $174.77 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $174.44 as a balance due and payable.   Although our records do not reflect any returns received to date, as a courtesy the chargeback was accepted (instead of disputed) as a way to issue a refund for the expected return.
  
  Your Perricone Cold Plasma Sub-Daccount remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/26/2024

  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 thought I was making a one time purchase. Did not see anything about accepting a contract. I sent back the second purchase which I have a receipt of. I called their customer service and told them to take me off their contract that I did not sign up for. Got an email saying I would not receive no more products and contract cancelled and owed them $278.00. Do not what that is for. I had to cancel my credit card because of this. I am 77 yrs old, widowed and find this very stressful. I just want to be done with this company.

  Business Response

  Date: 04/01/2024

  *********************************
  ******************************************************************-2236
  
  
  Date: 04/01/24
  
  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 December 31, 2023.
  
  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 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: "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 total cost and scheduled payments. We regret if you found the offer unclear in any way.
  
  On January 2, 2024, your initial order (a 30-day introductory supply) was sent for a total of $65.96 (including $6.00 OK Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  Per the terms of your purchase, on February 1, 2024, your 2nd shipment (a full-size 90-day replenishment kit) was sent as scheduled for a total cost of $278.80 (including $14.97 s&h) to be billed in 3 installments over 31-day billing cycles. The first payment of $92.95 was charged at the time of shipping leaving a balance of $185.85.
  
  Also on February 1, 2024, your account was cancelled per your request.  Information was provided regarding the 2nd shipment, remaining balance and return instructions as orders that have been shipped at the time of cancellation will continue to bill until paid in full or return for credit within the 60-day Money Back Guarantee.
  
  On February 22, 2024, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $77.98 was issued and the balance of $185.85 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $14.97 (s&h) was not refunded.
  
  Per your request, your contact information has been removed from our Crepe Erase marketing databases. Please allow 4-6 weeks for these changes to take effect.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 04/04/2024

   
  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:03/26/2024

  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 ordered their introductory deluxe kit for $59.96 back in January. It did mention a 60 day money back guarantee, but I never saw anything about a recurring subscription. I received a notification from my credit card company 3 weeks later that my card had been charged another $84.93. When I called Crepe Erase, they said they already shipped me a 2nd box and could not stop it. My only option was to return it, at my cost, for a refund less their shipping and handling cost of $14.97. I cancelled the subscription that I did not know I had at that time. This morning, I received another notification from my credit card that they are charging me another $84.93 - I called Crepe Erase again and was told this was the "2nd installment" for the box I received a month ago-and that there would be another installment after. Again I was given the option to return the product so that is what I am doing now. I did not see anything about this being a subscription service and will dispute with my credit card as well. According to reviews I've NOW seen, this is happening to a LOT of people.

  Business Response

  Date: 04/01/2024

  ***************************
  PO Box 251
  *************************-0251
  
  
  Date: 04/01/24
  
  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 23, 2024, with the purchase of a special discounted offer for 5-piece 30-day 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.  As part of their initial purchase, customers enrolling in the Crepe Erase 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 information regarding the terms of the online offer and the automatic replenishment program is provided in the shopping cart - in bold print- prior to any personal information being entered.  Also, 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.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 5-piece 30-day introductory supply, was sent on January 23, 2024, for a total of $59.96 and billed in full at the time of shipping to the credit card provided.
  
  On February 22, 2024, per the terms of your purchase, your 2nd shipment (a full-size 90-day supply) began processing for delivery for a total of $254.82 (including $14.97 s&h) to be billed in 3 installments over 31-day billing cycles.  We received an approved payment authorization for the 1st installment of $84.96 from your credit card at this time.
  
  On February 23, 2024, per your request, your account was cancelled.  Information was provided regarding the 2nd shipment already in process and the available 60-day Money Back Guarantee as the shipment could not be stopped by that time.  The replenishment shipment was sent and the 1st installment of $84.96 finalized as a charge on February 24th leaving a remaining balance of $169.86.
  
  On March 26, 2024, the 2nd installment of $84.93 for your 2nd shipment was charged as scheduled leaving a balance of $84.93.
  
  Also on March 26th, we received your call regarding the charge.  The billing was explained and return instructions provided.
  
  Although we have not yet received your return, as a gesture of goodwill the remaining balance has been cleared.   Once the return is received a refund will be issued less s&h as our satisfaction guarantee does specify that initial shipping costs are a non-refundable item.
  
  Your Crepe Erase account remains cancelled with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21488267
  
  I am rejecting this response because:
  The website did NOT clearly state that I would be signed up for future auto deliveries and charges.  While I appreciate the refund, I will never order again.  I feel the process was deceptive. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/08/2024

  ***************************
  PO Box 251
  *************************-0251
  
  
  Date: 05/08/24
  
  Complaint ID: ********
  Account Number: *******
  File Number: **********
  
  Dear **************,
  
  As stated in our previous response,we do make every effort to make the offers for Crepe Erase as clear as possible on our websites, and regret if you did not find them so.  
  
  The terms of the offer are typed in bold lettering so that they stand out and draw the customer's attention to them.  More specifically the order summary for the offer your purchased stated: " One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new full-size supply of Crepe Erase. Each shipment will be charged to the payment method you provide today, in three monthly payments at the low price of $79.95 plus $4.99 for shipping and handling charges per month.All orders are subject to applicable sales tax".   Also, a subscription order cannot be submitted unless the empty box that states a customer agrees to the terms of the purchase, including our no-commitment auto-replenishment program, is checked. The products are also shipped with information reiterating the terms of the subscription including the date of the next shipment.
  
  Please be advised that one-time Crepe Erase purchases are available on the website without automatic replenishment, but the one-time offers are only for individual items (not kits)and are only offered at retail pricing. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director