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

  
• 

  Crepe Erase

  415500 Eclectic ST STE 200 Palm Desert, CA 92260

• 

  Guthy Renker

  PO Box 8982 Madison, WI 53708

• 

  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:03/21/2024

  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.

  Billed for items that were never ordered. Account was cancelled before date of purchase. I only received two shipment prior to cancellation and both were paid for, bank transactions included.I've also filed a complaint with the ****** ************************ identifying this company as a scam.

  Business Response

  Date: 03/28/2024

  *******************************
  *******************************************
  ******, ** 97303-3886
  
  
  Date: 03/27/24
  
  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 October 28, 2023.  Customers enrolling in the Crepe Erasemember program are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership. 
  
  On October 30, 2023, your initial order (a 30-day introductory supply) was sent for a total of $59.96 and billed in full at the time of shipping to the PayPal account provided.
  
  Per the terms of your purchase, on November 29, 2023, your 2nd shipment (a full-size 90-day replenishment kit)began processing for delivery. On November 30th the shipment was sent as scheduled for a total cost of $254.82 (including $14.97 s&h) to be billed in 3 installments over 31-day billing cycles. The first payment of $84.96 was charged at the time of shipping leaving a balance of $169.86.   The invoice enclosed with each shipment indicates the full cost and scheduled payments.
  
  Also, on November 30th, your account was cancelled per your request.  Information was provided regarding your 2nd shipment and the 60-day Money Back Guarantee available.  Please be advised while cancelling stops any future shipments it does not cancel a balance due for orders that have already shipped at the time of cancelation;they will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On December 31, 2023, the 2nd installment of $84.93 for the 2nd shipment was charged as scheduled leaving a balance of $84.93.
  
  On January 11, 2024, PayPal reversed the 2nd payment of $84.93.  While this chargeback created a credit in your favor with your financial institution, it restored this balance of $169.86 as due and payable to Crepe Erase.  This activated the auto past due billing process to send monthly notices advising of the balance. 
  
  On February 16, 2024, we received your call regarding the billing.  We regret to learn that the call was ended before the remaining balance could be fully explained.  On March 1, 2024, we received your letter and responded via email explaining the balance.  We apologize for any confusion regarding the cost of your 2nd shipment. 
  
  Although your 2nd shipment was not returned, as a gesture of goodwill and an exception to our 60-day satisfaction guarantee, the remaining balance of $169.86 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:03/18/2024

  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 December 26, 2023 I purchased a small Crepe Erase product order. I received it in the mail and threw it in the garbage. On January 25, 2024 Crepe Erase did an unauthorized transaction on my credit card for $109.05. I received the product in the mail. On February 17, 2024 I went to Navy ******************** to dispute the transaction and at 3:38 PM I phoned Crepe Erase at ************ and spoke to Jeca for **************************************************************************************************************************************************** product. I demanded a return label to send them back their product. She would NOT email me the label indicating she had to send it to me via **** (so they could bill me again for another charge of $109.02 on February 25, 2024). They did end up crediting my account for $95 (charging me $10 to mail the product back to them for which I did not purchase to begin with). They are continuing to email me telling me my account needs attention and as of March 7th I owe them $218.09. In addition they sent me an invoice that they said is PAST DUE because I closed my account with my credit union and my CU had to issue me a new card to STOP THIS COMPANY AND THEIR FRAUDULENT TRANSACTIONS. My credit union has helped me file a dispute but I am filing here to get this company to STOP DELIBERATELY BRINGING HARM TO PEOPLE. When I spoke with **** by phone she was very *** and snide with her comments indicating to me she knew exactly what they are doing. It's my opinion that life is going to fast for most folks they don't have time to file complaints like these and innocent people are taken advantage of. What this company is doing to people is unjust. I DO NOT OWE CREPE ERASE $218.09. They owe me money for my time to mail back their product, go to my bank to dispute their charges and file this complaint here.

  Business Response

  Date: 03/28/2024

  Ms. *************************** Box 1720
  *********************, ** 98368-0160
  
  
  Date: 03/25/24
  
  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 December 23, 2023,with the purchase of a 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. Customers purchasing an introductory kit of Crepe Erasemember prog which includes a subscription 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 clearly stated in three places; on the offer page of the website before an offer is selected, in the shopping cart - in bold print- prior to any personal information being entered and lastly 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 date of the next shipment. More specifically the shopping cart order summary for the offer you 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 card you provide today, in three monthly payments at the low price of $94.95 plus $4.99 for shipping and handling charges per month. All orders are subject to applicable sales tax.  You are in control of your membership, call or visit www.crepeerase.com/account to customize your kit, modify shipping intervals, or to cancel your subscription. There is no commitment and no minimum to buy.   We regret if you found the offer unclear in any way.
  
  On December 26, 2023, your initial order (a 6-piece 30-day introductory supply) was sent for a total of $81.78 (including $6.82 WA Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  Per the terms of your purchase, on January 25, 2024, your 2nd shipment (a full-size 90-day replenishment kit) was sent as scheduled for a total cost of $327.11 (including $14.97 s&h and $27.29 WA Sales Tax) to be billed in 3 installments over 31-day billing cycles.The first payment of $109.05 was charged at the time of shipping leaving a balance of $218.06.
  
  On February 17, 2024, per your phone request your account was cancelled.   Information was provided regarding the total cost and remaining balance for your 2nd shipment, as well as the 60-Day Money Back guarantee since 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.  As a courtesy a request was submitted to send a prepaid return label to assist with the return of your 2nd shipment at no additional cost to you.  The label was sent February 19th.  Just to note, we do not email return labels.  If approved as an exception to normal policy, they are sent to customers via USPS. 
  
  Since we had not received your return, on February 25, 2024, the 2nd installment of $109.02 for your 2nd shipment was charged as scheduled to the credit card on file, leaving a remaining balance of $109.04.
  
  On February 26, 2024, your financial institution reversed the 1st installment of $109.05 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $218.09 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.
  
  On March 5, 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 $92.69 was issued and the balance of $218.09 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the initial s&h charges of $16.33 were not refunded.
  
  On March 13, 2024, due to a 2nd pending chargeback notification from your financial institution the s&h of $16.33 balance created by the chargeback was cleared.   With the additional refund of s&h,  all charges have been refunded.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/14/2024

  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.

  I have no luck declining their product they continue to charge my credit card and send more. I tried in December of 2023 to talk to their customer service and got them to stop shipment for a few months now they have posted a charge on my debit card again. I talked to my bank and they said it looks like ***** is due to come out of my account again on Friday March 15th. The bank has agreed to cancel my debit card and issue me a new one to keep this company from charging me for a product I do not want.

  Business Response

  Date: 03/20/2024

  ***************************
  ****************************
  *********, ** 50323-1229
  
  
  Date: 03/19/24
  
  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 May 10, 2023.  Customers enrolling in the Crepe Erasemember program are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership. 
  
  On May 10, 2023, your initial order (a 30-day introductory supply) was sent for a total of $64.16 (including $4.20 IA Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  Per the terms of your purchase, on June 13, 2023, your 2nd shipment (a full-size 90-day replenishment kit) was sent as scheduled for a total cost of $271.61 (including $14.97 s&h and $16.79 IA Sales Tax) to be billed in 3 installments over 31-day billing cycles.The first payment of $90.56 was charged at the time of shipping:  the 2nd and 3rd installments of $90.53 and $90.52 were charged on July 14th, and August 14th as scheduled.
  
  On September 13, 2023, your 3rd shipment (another 90-day replenishment kit) was sent as scheduled for a total cost of $271.61 (including $14.97 s&h and $16.79 IA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $90.56 was charged at the time of shipping leaving a balance of $181.05.
  
  On October 14, 2023, the 2nd installment of $90.53 for your 3rd shipment was charged as scheduled.  Also, on October 14th we received your phone request to cancel your Crepe Erase account, but our records indicate that you accepted an offer to postpone future shipments instead. As a courtesy at that time the remaining 3rd installment scheduled to bill in November was waived.  The account was placed on hold until March 13, 2024, at which point regular shipments and billing would resume. 
  
  Per the agreement, on March 13,2024, your 4th shipment (a 90-day replenishment kit) was sent as scheduled for a total cost of $271.61 (including $14.97 s&h and $16.79 IA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $90.56 was charged at the time of shipping leaving a balance of $181.05.
  
  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 either before or since October 14, 2023.
  
  Per your request your Crepe Eraseaccount has now been cancelled.  Your contact information has been removed from our marketing databases.  Please allow 4-6 weeks for these changes to take effect.  As a courtesy the remaining balance of $181.05 for your 4th shipment 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), even if the bottles are empty.   Return instructions can be found on the website or on the invoice included with the shipment.
  
  Your Crepe Erase account is now closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/13/2024

  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.

  In August 2023 - ordered sample kit of Crepe Erase to try product Unknown to me, they enrolled me in a monthly subscription and auto charged my credit card, without my permission. When I called them on 9.12.23 and spoke to ***** to take charges off my account and close account - they assured me that it was taken care of. Then I received a package from them with more product - I contacted them multiple times for a return authorization tag to send it back, I was informed I needed to return at my expense. Since I did not order product - I didn't feel I needed to pay to return it. After being harrassed for months for payment, I broke down and paid to return the unopened product they had sent without my ordering. *** shipped on 1.18.24 and they received the package on 1.23.24 and package was signed for by E ****** at facility.

  Business Response

  Date: 03/20/2024

  *****************************
  245 *****************
  **************, ** 17070-2341
  
  
  Date: 03/19/24
  
  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 August 2, 2023, with the purchase of a 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. 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 clearly stated 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 date of the next shipment.  We regret if you found the offer unclear in any way.
  
  On August 2, 2023, your initial order (a 30-day introductory supply) was sent for a total of $52.95 (including $3.00 ** Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  Per the terms of your purchase, on September 6, 2023, 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 Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $57.19 was charged at the time of shipping leaving a balance of $114.34.
  
  On September 12, 2023, per your phone request your account was cancelled.   Information was provided regarding, the total cost and remaining balance for your 2nd shipment, as well as the return instructions since 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 October 7, 2023, the 2nd installment of $57.18 for your 2nd shipment was charged as scheduled to the credit card on file, leaving a remaining balance of $57.16.
  
  On October 13, 2023, your financial institution reversed the 2nd installment of $57.18 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $114.34 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.
  
  On January 23, 2024, your 2nd shipment was processed as received at our facility after the 60-Day Money Back Guarantee had expired, thus no credit was issued. 
  
  On February 13, 2024, we received your call inquiring about your return.  You were informed that we had received the return.   We regret to learn upon reviewing your call that you were misinformed that a refund/credit was in process and should be reflected on your account within 5 -7 business days.  Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  As a gesture of goodwill and in exception to our advertised satisfaction guarantee, the remaining balance of $114.34 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: 03/24/2024

   
  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:03/12/2024

  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.

  I ordered a $60 product on 9 Aug 2023 and the checkout page did not indicate that this was a subscription. Once the 1st shipment arrived with a $280 invoice that I never agreed to, I promptly canceled the "subscription" that I didn't sign up for. Crepe Erase is now sending my balance to a collection company. This is false advertising and misleading to enroll someone in a subscription without making it very clear.

  Business Response

  Date: 03/20/2024

  Ms. **************************** 1134
  ****************************************************************************-4086
  
  
  Date: 03/19/24
  
  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 June 30, 2023, with the purchase of a 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. 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 clearly stated on our website before an offer is selected and in the shopping cart - in bold print-prior to any personal information being entered.  More specifically your shopping cart order summary for the offer you 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 card you provide today, in three monthly payments at the low price of $79.95 plus $4.99 for shipping and handling charges per month.  All orders are subject to applicable sales tax.  You are in control of your membership, call or visit www.crepeerase.com/account to customize your kit, modify shipping intervals, or to cancel your subscription.There is no commitment and no minimum to buy.   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.  The products are also shipped with information reiterating the terms and benefits of membership including the next shipping date.  We regret if you found the offer unclear in any way.
  
  We do offer the ability to purchase individual Crepe Erase products without a replenishment account online and by phone. However, customers who choose to place one-time orders are only offered our retail prices.  All discounted kit offers include membership as stated on the website.
  
  On June 30, 2023, your initial order (a 30-day introductory supply) was sent for a total of $63.56 (including $3.60 ** Sales Tax) and billed in full at the time of shipping.
  
  Per the terms of your purchase, on July 31, 2023, 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 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.The first payment of $90.96 was charged at the time of shipping leaving a balance of $180.08.
  
  On August 9, 2023, per your LiveChat request your account was cancelled.   Information was provided regarding your initial membership purchase, the total cost, remaining balance and payments scheduled for your 2nd shipment, as well as the 60-day Money Back Guarantee available since 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 August 29, 2023, your financial institution reversed the amount of $30.06 from the 1st installment for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $210.11 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.
  
  Since we received no response to the multiple monthly billing notices, the balance was sent to ****************** February 13, 2024, for collection.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill and an exception to our advertised satisfaction guarantee, the remaining balance of $210.11 has been cleared.  Further, ****************** was notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/11/2024

  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.

  In December 2023, I purchased the Crepe Erase system, as seen on TV. It was not made clear to me that this was a reoccurring shipment or that it would be broken into multiple payments. I thought I was making a one time purchase of $80.00 Here we are 3 months later, and they are still taking money from my account, so I went online to remove my credit card from the account, and the website does not allow you to remove your card. Since I was not expecting this money to be withdrawn, I have needed to pay overdraft fees of $15.00 twice.There is no way to cancel on your own. You must contact a representative to do so for you and they will do everything possible to stop you from cancelling the account.I feel this is a shady business practice.

  Business Response

  Date: 03/18/2024

  ***********************
  7880 ***********
  ********, ** 79119-7520
  
  
  Date: 03/15/24
  
  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 December 24, 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 clearly stated 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.
  
  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 option to begin with a 90-Day supply was selected.   The information in your shopping cart for this 90-day offer listed the 3 scheduled payments as follows:
  You will be charged 3 monthly payments:
  1st Payment: $94.95 charged today ************** S&H)
  2nd Payment: $94.95 charged one month from today
  3rd Payment: $94.95 charged two months from today
  This information was also provided on the invoice enclosed with the order.   We regret if it was not your intent to select this option.
  
  We do offer the ability to purchase individual Crepe Erase products without a replenishment account.However, customers who choose to place one-time orders are only offered our retail prices.
  
  On December 26, 2023, your initial order (a full-size 90-day 6- piece kit) was sent for a total of $242.87 (including $17.99 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $80.96 was charged at the time of shipping.The second and third payments of $80.96 and $80.95 were charged on January 26,2024, and March 3, 2024, respectively.
  
  On March 5, 2024, per your LiveChat request your account was cancelled.  The total cost and 3-installment billing for your initial order was explained.  By this time the 60-day Money Back Guarantee for your order had expired.   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 either before or since March 5th.
  
  As a gesture of goodwill and an exception to our advertised satisfaction guarantee, the 3rd payment of $80.95 charged on March 3rd has been refunded.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/11/2024

  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 purchased an order for skincare with this deceptive & dishonest business (*********************** LLC). On Feb 28th, 2024 I was charged $269.85. I immediately called to dispute I subscribed to a membership. Their ************** Representative told me she was unable to prevent shipment. She told me I should return box when I receive it. She told me she was immediately cancelling my subscription.I want you to know the devastating impact this fraudulent business scam has had on our family. This deceptive scheme has had a crippling effects on our financial stability & well being. With three children to care for, the loss of these funds has made it incredibly difficult for us to meet our basic needs and provide for our family.The damage done by this scam has not only caused us significant financial strain, but has also taken a toll on our emotional & mental health. The **************** of trying to recover from this loss has been overwhelming, and has put a tremendous burden on our family.We are doing everything we can to navigate this challenging ************************************ from the damage that has been done. The effects of this scam will continue to impact us for the foreseeable future, we are uncertain of how we will be able to overcome this setback. We hope sharing will raise awareness of the devastating consequences of deceptive business practices & prevent other families from falling victim to similar scams. Thank you for understanding & support during this difficult time.Sincerely,***************************

  Business Response

  Date: 03/18/2024

  *******************************
  11827 ***************
  *********, ** 53226-3348
  
  
  Date: 03/15/24
  
  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 Perricone Cold Plasma Sub-D with the purchase of a Face & Neck Deluxe introductory offer on January 27, 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 January 29, 2024, your 1st shipment, a 30-day introductory supply, was sent for a total of $63.49 (including $3.54 ** Sales Tax) and charged in full at this time to the PayPal account provided.?
  
  Per the terms of your purchase, on February 26, 2024, your 2nd shipment, a full-size 90-day supply, was sent for a total of $269.85 (including $14.97 s&h plus $15.03 ** Sales Tax) and charged in full to the PayPal account on file.
  
  Also on February 26th, per your request, your subscription was cancelled.  Information was provided regarding your 2nd shipment and the 60-day Money Back Guarantee available.   As a courtesy a per-paid return label was emailed to the address on file to assist with the return of your 2nd shipment at no additional cost to you.   On March 5th a 2nd return label was issued per your request. 
  
  On March 13, 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 $254.00 was issued.  Per the terms of our 60-Day Money-Back Guarantee, the $15.85 (s&h and applicable taxes) was not refunded.
  
  Your Perricone Cold Plasma Sub-Daccount remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/01/2024

  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 just want the product I ordered:Sophisticate Palette with Free Bronzing Blush Brush 1 3 pc was missing from my order. After emailing them and a lenghty conversion on the phone, the agent claimed they could not help me. I called the number on the website and was met with an agent that had no clue how to assist me. The agent was unwilling to transfer me to a supervisor.

  Business Response

  Date: 03/08/2024

  *************************
  6816 **********
  *******, ** 66218-9511
  
  
  Date: 03/07/24
  
  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 Sheer Cover on February 23, 2024, with the purchase of several items for which the subscribe & save option was selected.   This option includes a 10% discount off our retail pricing, free s&h on your first order, and an agreement to receive automatic shipments until you contact customer service to cancel or make changes to your membership.
  
  We regret to learn that when you contact our customer service team regarding a missing item, we were unable to locate your order.  We apologize for any inconvenience this may have caused.
  
  A replacement order for the Sophisticate Face Palette and Bronzing Blush Brush has been processed.  You will receive a shipment confirmation via email once the order is sent.  In addition, as a token of our apology for the difficulty you encounter when you called, a refund of $39.41 for this item has been issued.  Please allow 3 5 business days for the funds to post.
  
  Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.   Please feel free to contact our **************** directly at ************** (9:00am to 5:00pm EST Monday - Friday) if you need additional assistance.
  
  Your subscription remains active with your next shipment scheduled for March 24, 2024.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 03/08/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/01/2024

  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.

  They do an automatic reorder even if you choose not to do the automatic renewal when you make the original order. When I received an email that they were sending a second order, I called and told them not to send it out. They said it was on its way to the warehouse to be processed. And they could not cancel the order. I received the order four weeks later. I returned the order to them, but they still billed me $99. I did not pay the $99, so they sent me another bill, this time for $272.66. The company said I was outside the 90-day refund guarantee, even though I called them before sending it out.

  Business Response

  Date: 03/08/2024

  ***************************
  5632 **************
  ************, ** 28311-0221
  
  
  Date: 03/06/24
  
  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 February 9, 2023, 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 do offer the ability to purchase individual Crepe Erase products without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices. We regret if you found the offer unclear in any way.
  
  Your initial order, a 5-piece 30-day introductory supply, was sent on February 10, 2023, for a total of $64.16 (including $4.20 ** Sales Tax) and billed in full at the time of shipping to the PayPal account provided.
  
  On March 12, 2023, per the terms of your purchase, your 2nd shipment (a full-size 90-day supply) began processing for delivery for a total of $272.66 (including $14.97 s&h and $17.84 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  We received an approved payment authorization for the 1st installment of $91.61 from PayPal at this time.
  
  On March 13, 2023, we received your request to cancel.  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 $91.61 finalized as a charge leaving a remaining balance of $181.05.  We regret to learn upon reviewing your account that your cancellation request was incorrectly processed and would like to apologize that the account was not cancelled at this time.  
  
  On March 17, 2023, PayPal reversed the 1st payment of $91.61 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the shipments full cost of $272.66 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 at this time due to the chargeback.  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.
  
  On June 8, 2023, your 2nd shipment was processed as received at our facility after the 60-Day Money Back Guarantee had expired, thus no credit was issued.
  
  On February 28, 2024, we received your call regarding the collection notices you received from ******************.  The balance was explained, and you were informed that due to time that had passed since the shipment was sent our customer service team could not clear the balance.   As a courtesy a replacement was offered once the balance was settled.
  
  As a gesture of goodwill, ****************** has been notified to remove your account from collections.  The balance has been cleared. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
  
  Your Crepe Erase account remains cancelled with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/01/2024

  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.

  My complaint is that I was watching an infomercial late at night, I saw their ad, paid for it and thought that was it. On Dec. 20, 2023, it was $62.49 and I thought that was it. On Jan. 22, 2024, there was a charge of $88.55 and on Feb. 20th there was another $88.52 charge on my account. I didn&#**;t see any where that stated that this was a subscription, there was nothing that I saw on this. I would like my money refunded to me and not to charge me anything more from this.

  Business Response

  Date: 03/08/2024

  *********************************************************
  10524 ***********
  ***********, ** 63136-6018
  
  
  Date: 03/06/24
  
  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 December 16, 2023,with the purchase of a special offer for a 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.  Customers enrolling in the Crepe Erase member program with the purchase of an 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 clearly provided online in three places before an order can be submitted.  First on the order page of our website before an offer is selected; second in the shopping cart prior to any personal information being entered. This shopping cart order summary is in bold lettering so that it stands out to draw a customer's attention. Lastly, 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 December 18, 2023, your initial order (a 30-day 5-piece introductory supply) was sent for a total of $62.49 (including $2.53 MO Sales Tax) which was charged in full at the time of shipping to the credit card provided.
  
  On January 18, 2024, per the terms of your purchase, your 2nd shipment (a full-size 90-day supply) was sent as scheduled for a total of $265.58 (including $14.97 s&h and $10.76 MO Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $88.55 was charged at this time leaving a balance of $177.03. 
  
  On January 22, 2024, your account was cancelled, per your request.  Information was provided regarding your 2nd shipment, the remaining balance and return instructions as orders that have already shipped prior to cancellation will continue to bill until paid in full or returned with the 60-Day Money Back Guarantee.   While cancelling stops future shipments it does not cancel any remaining balance due for orders shipped prior to cancellation.
  
  On February 18, 2024, the 2nd installment of $88.52 for your 2nd shipment was charged as scheduled leaving a balance of $88.51.
  
  On March 1, 2023, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time refunds totaling $161.47 were issued and the balance of $88.51 was cleared. Per the terms of our 60-Day Money-Back Guarantee,the $15.60 (s&h plus any applicable sales tax) was not refunded.
  
  Your Crepe Erase account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director