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

  Palm Desert, CA 92260

• 

  GRC Vitamins

  41550 Eclectic Street #200 Palm Desert, CA 92260

• 

  Guthy Renker

  PO Box 8982 Madison, WI 53708

• 

  Crepe Erase

  415500 Eclectic ST STE 200 Palm Desert, CA 92260

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

• Initial Complaint

  Date:02/26/2024

  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 one set and apparently they automatically enrolled me in a membership that I did not approve, did not want, and cannot cancel and are now billing me for a shipment of 3 times the order I approved. I don't like the stuff. I want to return the first order. I refuse to pay for another order, but I can't cancel it.

  Business Response

  Date: 02/29/2024

  Ms. ******************************* ************
  ********, ** 80227-4335
  
  
  Date: 02/29/24
  
  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 12, 2024.
  
  We make every effort to be forthcoming regarding our promotions and offers for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing. Customers enrolling in the Crepe Erase member program 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 next scheduled shipment date and our contact information. 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. However, customers who choose to place one-time orders are only offered our retail prices.
  
  On January 16, 2024, your initial order (a 30-day 6- piece introductory supply) was sent for a total of $80.93 (including $5.69 CO Sales Tax) which was charged in full at the time of shipping to the credit card provided.
  On February 15, 2024, per the terms of your purchase, your 2nd shipment (a full-size 6-piece 90-day supply) was sent for a total of $322.65 (including $14.97 s&h and $22.55 CO Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $107.57 was charged at this time leaving a balance of $215.08 to be billed in two payments scheduled for March 17th and ***** 17th.  
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account since your enrollment in January, prior to receipt of your Better Business Bureau complaint. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  Both of your orders are still covered by our 60-Day Money-Back Guarantee.  As a courtesy we have extended the return period for your initial order, shipped January 16, an additional 30 days.  To take advantage of the Money-Back Guarantee your return(s) need to be received by ***** 15, 2024.  The return process is straightforward. Simply return the product(s), even if empty, within 60 days of receiving them for a full refund of your purchase price (less s&h). Please include a copy of your invoice in the package for each shipment. If you do not have the invoice then include a note with your billing address, email address, account number and what you are returning.  Send any return(s) to the following address:
  
  Crepe Erase Returns
  6390 **************
  *********, ** 43125
  
  We suggest that you obtain a Certificate of Mailing/receipt from your post office and keep it for your records until your refund appears in your account. Once the returned products have been received in our system, we will credit your account for the price of the items returned. Refunds will be issued in the manner in which you originally paid (minus Shipping & Handling). Once received, please allow seven business days for us to process your refund. We will always do our best to process your return and issue your refund as quickly as possible.
  
  Per your request, your Crepe Erase account has now been cancelled, with nothing further to be shipped.  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.  The remaining payments scheduled for March and ***** will be billed unless your 2nd shipment is returned for credit.
  
  If you need further assistance, feel free to contact our **************** Team at ************** or by email at ********************************.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:02/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 25, 2023, I ordered a promotional kit to try these product. I paid $63.56 and I was not impressed with the products and did not plan to re-order. I received an invoice for additional products. I called and told them that I did not re-order nor did I authorize the charge to my card. I also did not sign up for automatic shipments. I was told that they would remove my card and ensure there were no additional shipments. However, I am receiving emails from them that I owe money for products that I did not order. I would like to ask for your assistance in resolving this matter which seems to be very deceptive and an unfair business practice. I need someone there to ensure that I do not have a balance with this company for products that I have not requested.

  Business Response

  Date: 02/22/2024

  Ms. ************************************************************************** ** 29615-2778
  
  
  Date: 02/19/24
  
  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 on August 24, 2023, with the purchase of a 5-piece 30-day introductory supply.
  
  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 the initial purchase, customers who select an offer that includes a subscription are informed that they will receive automatic full-size shipments until they contact customer service to cancel or make changes to their membership.  Information about the automatic shipments is clearly stated on the order page of our website before an offer is selected; in the shopping cart -in bold print- prior to any personal information being entered, and also, before customers may finalize a membership 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.   
  
  Your initial order, the 30-day introductory kit, was sent August 25, 2023, for a total cost of $63.56 (including $3.60 SC Sales Tax) and billed in full to the credit card provided.
   
  On September 27, 2023, per the terms of the agreement, your 2nd shipment, a full-size 90-day supply, was sent for a total of $270.11 (including $14.97 s&h and $15.29 SC Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $90.06 was charged at this time leaving a balance of $180.05.
  
  On October 16, 2023, per your request, your account was cancelled. Information was provided regarding your 2nd shipment and the remaining balance.  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.  We regret to learn that when an attempt was made to remove your payment information, per your request, an error occurred which resulted in a payment being charged for the remaining balance of $180.05.  Refunds totaling $190.85 were immediately issued.  Our records reflect the refunds were accepted by your credit card that evening.  At this time your account balance was zero due to the refunds.   
   
  On November 6, 2023, your financial institution reversed the payment of $180.05, despite the refunds which had already been issued for this charge on October 16th. And so, while this chargeback created a credit in your favor with your financial institution, it restored this balance as due and payable to Crepe Erase: monthly balance-due reminders have been sent, as more refunds was issued to your payment card than the total cost of this shipment.  
  
  While your remaining past-due balance is valid, as explained above, as a gesture of goodwill and in an effort to fully this matter, the balance which was created by the payment reversal in addition to your refunds has now been removed. Please consider any invoices received after the date of this correspondence to have crossed in the mail.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 02/23/2024

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

• Initial Complaint

  Date:02/07/2024

  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.

  In the summer of 2023 I purchased a $35.00 Crepe Erase sample package, and a couple weeks later I received a big package of all the same products in large sizes that I did not sign up for to my knowledge with a $181.05 price. I did not order this product, I ordered the $35.00 version which I paid for and this product is not good for me, it breaks me out. I feel like I have been scammed. I am not in a position to pay for this terrible product. I had to cancel my credit card once already, I have tried to communicate with Guthy Renker with no luck.I feel like they are predators. Can you help?

  Business Response

  Date: 02/15/2024

  ********************************************
  *********************************************************-4269
  
  
  Date: 02/13/24
  
  Complaint ID: ********
  Account Number: *******
  File Number: **********
  
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  We regret to learn that you may have experienced a potential reaction with Crepe Erase, as you have stated. A Customer Specialist will be contacting you within the next few business days to discuss your experience. It is of utmost importance to us that any potential reaction to this product is documented and addressed.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase May 27, 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.  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, including each shipments total cost, scheduled payments, and next shipment date.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 5-piece 30-day introductory supply, was sent on May 28, 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 June 28, 2023, per the terms of your purchase, your 2nd shipment (a full-size 90-day supply) was sent 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.  The 1st installment of $91.61 was charged at the time of shipping leaving a remaining balance of $181.05.
  
  On July 3, 2023, PayPal notified us of your pending dispute of the $91.61 charge for your 2nd shipment.   At this time your account was cancelled due to the dispute which was settled in our favor. 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.
  
  On July 29, 2023, we attempted to process your 2nd installment of $90.53 for the 2nd shipment as scheduled but the request for payment was declined by PayPal leaving the remaining balance of $181.05 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  On September 9, 2023, we received your phone inquiry regarding the billing notice.  The remaining balance and payments for your 2nd shipment were explained.
  
  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 September 9th. 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 our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $181.05 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 cancelled with nothing further to be shipped.
  
  Sincerely,
  
  ****************
  Contact Center Operations DirectorTell us why here...

• Initial Complaint

  Date:02/06/2024

  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 8/18/2023 I ordered face and neck cream, and paid $ *****. Nowhere did it say that this is subscription service. If so, I would have not placed this order on the first place. Then on 2/2/2024 I received a charge of $268.81. There was no "reminder email" or any type of notification about this charge. This is 6 months after the original order was placed.When contact costumer service, they said to return the package and then they will refund me my $ between 4-6 after they receive back the shipment. I have not received anything. This charge has caused me $210 in overdraft fees. I need to get immediate refund as well as $210 I got charge extra due to this. I need this money now, not wait for unknow time.

  Business Response

  Date: 02/15/2024

  Ms. ******************
  1 *************
  *********, ** 01821-1814
  
  Date: 02/13/24
   
  Complaint ID: ********
  Account Number: *********
  File Number: **********
   
  
  Dear Ms. ********
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Perricone Cold Plasma Sub-D with the purchase of **** & Neck Deluxe Kit on September 16, 2023.??
  
  We make every effort to be forthcoming regarding our promotions and offers for Perricone Cold Plasma Sub-D via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  This initial purchase includes a subscription; customers are enrolled in the member program and informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. Information regarding the terms of the online offer and the subscription program is provided in the shopping cart prior to any personal information being entered.??Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase. Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.   
  
  More specifically the offer your purchased stated One month after your first order is shipped, and then every three months thereafter, you will be sent a new full-size supply of Sub-D **** & Neck Deluxe System. Each shipment will be charged $239.85 plus $14.97 for shipping and handling charges to the payment method you provide today, unless you cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax.? We regret if you found the offer unclear in any way.???  
  
  On September 18, 2023, your 1st shipment, a 30-day introductory supply, was sent for a total cost of $53.07 (including $3.12 MA Sales Tax) and charged in full at this time to the PayPal account provided.??
  
  On October 16, 2023, per the terms of the offer, your 2nd shipment, a full-size 90-day supply, began processing for delivery as scheduled for a total of $269.81 (including $14.97 s&h plus $14.99 MA Sales Tax).  The order was placed on hold due to declined payment requests from PayPal prior to shipment.  We regret to learn, on reviewing your experience, that due to an error that the hold was not released until January 31, 2024, allowing the order to be shipped February 2nd and charged in full to the PayPal account on file.??We apologize for any confusion or inconvenience this might have caused.   
  
  On February 6, 2023, per your email request, your subscription was canceled.  Information was provided regarding your replenishment shipment in transit and return instructions.    
  
  Although your return has not yet been received as a gesture of goodwill a refund of $269.81 has been issued.  Please allow 3 5 business days for the funds to be posted to your PayPal account.   
  
  Your Perricone Cold Plasma Sub-D account remains closed with nothing further to be shipped or billed.???
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:02/06/2024

  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.

  Guthy Renker and Perricone MD seem to be engaging in some unscrupulous business practices. My wife ordered the trial of Perricone MD on 11/27/23 and our PayPal account was charged $74.85 which was paid to Guthy Renker. The email receipt however came from Perricone MD. On 12/01/23 she called Perricone MD and cancelled any future orders and the membership. She spoke to ***** in **************** to cancel the membership and the order.On 12/01/23 she received and email from Perricone MD saying the account was successfully cancelled.On 12/02/23 I received and email from Chase Fraud Alert saying an order for $336.86 was trying to be charged to our Chase credit card by SP SUB-D PERRICONE/GUT. This shows that Perricone MD and Guthy Renker are tied together in the marketing of this product. This charge never went through.On 12/27/23 we received another charge on our PayPal account of $237.35 paid to Guthy Renker.On 12/31/23 I entered a chat at 12:43pm EST with a bot named ***. The issue was then passed off to an Agent by the name of *****. I have the entire chat log in which he said he was cancelling the membership and any future orders. He instructed me to return the order to:Perricone MD Returns *************************************************************** He said it would take 7-10 days to receive and process the return. We would then be credited back for the $237.35 we were charged for.On 01/05/24 I sent the unused/unopened products back to the address listed above via the ***** The package was received on 01/09/24 at 2:11pm in ********* ** and signed for by ***************************** at Perricone MD Returns 6390 ***********. ********* ** 43125.It is now 02/05/23. We still have not been credited back to our PayPal/bank account for the return. When my wife called, they say they are not affiliated and we have to contact Guthy Renker. It is also frustrating that Perricone MD will not follow up with Guthy Renker when they are clearly using them to market the Perricone MD product.

  Business Response

  Date: 02/15/2024

  *******************************
  ************************
  ********, ** 33776-2509
   
  Date: 02/13/24
  
  Complaint ID: ********
  Account Number: *********
  File Number: **********
  
   
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that your wife enrolled online for automatic shipments of Perricone Cold Plasma Sub-D with the purchase of Face & Neck Firming Duo introductory kit on November 27, 2023.??
  
  We make every effort to be forthcoming regarding our promotions and offers for Perricone Cold Plasma Sub-D via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  Customers who purchase a Perricone Cold Plasma Sub-D are enrolled in the member program and informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.
   
  On November 27, 2023, the 1st shipment, a 30-day introductory supply, was sent for a total cost of $74.85 (including $4.20 ** Sales Tax) and charged in full at this time to the PayPal account provided.??  
  
  On December 27, 2023, per the terms of the offer, the 2nd shipment, a full-size 90-day supply, was sent as scheduled for a total of $237.35 (including $11.97 s&h plus $15.53 ** Sales Tax) and charged in full at this time.  
  
  On December 31, 2023, per your Live Chat request the account was cancelled.  Information was provided regarding the 2nd shipment in transit and return instructions.  
  
  Please be advised that Perricone MD products are also available via multiple retail stores, online at www.perriconemd.com, and via QVC - all of which maintain separate customer databases and would not have had access to account information for membership orders placed at www.subd.com.  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 this account before December 31st.   
  
  On February 5, 2024, we received your phone inquiry regarding the return.  When a tracking number was provided that documented receipt of the return, a full refund was issued at this time as a courtesy (per our 60-day Money Back Guarantee s&h cost is normally a non-refundable charge).  We regret the delay in issuing a refund.   Please be advised that a returned shipment must go through several steps to be scanned in, processed, and have credit issued for the returned items to the appropriate account: this may not always occur instantaneously at the time a return's tracking information indicates delivery to our facilities. Also, if a customers contact and account information is not included with a return, we may not be able to identify the account and may not be able to process refunds. We will always strive to process returns and issue refunds as quickly as possible.
  
  Your Perricone Cold Plasma Sub-D account remains closed with nothing further to be shipped or billed.???
  
   
  
   
  
   
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:02/05/2024

  Type:Delivery 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.

  Ordered product, company stated sent, never received product. Checked with shipping company, they never received according to their records. Contacted the Crepe Erase company, they never responded to me. I am requesting full refund.

  Business Response

  Date: 02/13/2024

  **********************************
  Unit 3204
  *************************************************************
  
  
  Date: 02/09/24
  
  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 7, 2024.  
  As part of their initial purchase, 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.
  
  Your initial order, a 6-piece 30-day introductory supply, was sent on January 8, 2024, for a total of $80.39 (including $5.43 ** Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  On February 8, 2024, your 2nd shipment (a 90-day supply) was sent for a total of $321.55 (including $14.97 s&h and $21.73 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  We received an approved payment authorization for the 1st installment of $107.19 from your financial institution at this time.  
  
  Also on February 8th, per your phone request your account was cancelled.  We regretted to learn at this time that you had not received your initial order.  When a replacement was offered and declined a refund of $80.39 was issued for your initial order.  Information was provided regarding the 2nd shipment in process as it could not be stopped from shipping by that time. As a courtesy, with the understanding that the order would be returned, the full balance of $321.55 was cleared. The request to finalize the previously authorized payment of $107.19 was cancelled. Funds in the amount authorized are often held by your financial institution for 3-5 business days and may not be available to you during such time until released.  Procedures vary amongst financial institutions, and you may want to check with your financial institution in terms of how it handles authorizations if you do not see the authorized pending payment dropped.  
  
  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 before February 8, 2024.  Additionally, if customers respond to any unmonitored promotional or confirmation email addresses, an automatic response is sent to advise of this which also provides our contact information. 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 of the date of this response all payments received by Crepe Erase from your credit card have been refunded in full.
  
  Your Crepe Erase account remains cancelled with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/30/2024

  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.

  After seeing many commercials about their products I decided to try I assumed it was a one time purchase of ***** to my surprise the next month they pulled the amount again and sent the product I called them and told them I did not want the product and I would no longer give them access to my account after the conversion they sent again now it is in collections this is a set up I was unknowingly set up !!!! This is a scam for a worthless product I want them to remove me from collections

  Business Response

  Date: 02/08/2024

  *****************************
  ********************************************************-2822
  
  
  Date: 02/07/24
  
  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 Crepe Erase June 23, 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.  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, including each shipments total cost, scheduled payments, and next shipment date.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 2-piece 30-day introductory supply, was sent on June 26, 2023, for a total of $54.89 (including $4.94 OK Sales Tax) and billed in full at the time of shipping to the PayPal account provided.
  
  On July 26, 2023, per the terms of your purchase, your 2nd shipment (a full-size 90-day supply) was sent for a total of $176.61 (including $11.97 s&h and $14.79 Sales Tax) to be billed in 3 installments over 31-day billing cycles.  We received an approved payment authorization on July 25th for the 1st installment of $58.88 from PayPal, but when we attempted to finalize the previously authorized payment as a charge PayPal declined the request.   This left the full balance of $176.61 due and activated the past-due billing process to send monthly notices advising of this balance.  
  Also on July 26th, we received your phone inquiry about the pending charge.  Information was provided regarding the 2nd shipment.  We regret to learn that the call was ended before details about the balance could be provided.
  
  On August 7, 2023, our records indicate we received your phone request to cancel your account, but you accepted an offer of a complementary product and postponement of future shipments instead. The account was placed on hold until November 1, ****, at which point regular shipments would resume.  Return instructions were provided for your 2nd shipment per your request.  A complementary Restorative Facial Treatment was shipped the following day.
  
  On August 16, 2023, we received a payment via check of $56.88 for the 1st installment toward your 2nd shipment.  This left a remaining balance of $117.73 due for this shipment.
  
  On August 17, 2023, per your written correspondence, your account was cancelled.  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.   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.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $117.73 has been cleared.
  
  Your Crepe Erase account remains cancelled with nothing further to be shipped.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/29/2024

  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 am getting a bill/ invoice from Crepe Erase for ***** It says its past due!I paid my 2 installments for this terrible product, called them and cancelled. I called the customer service and they said I have to pay this. I told them I cancelled and were rude and said I have to pay for a product from last July! Really! Now? I cancelled. I will not pay for this invoice.

  Business Response

  Date: 02/08/2024

  *****************
  *******************************
  **********, ** 30319-2712
  
  
  Date: 02/06/24
  
  Complaint ID: ********
  Account Number:  ******
  File Number: **********
  
  Dear Ms. ****************** you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  We apologize if you were treated less than professionally by any member of our staff. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  Our records reflect that you re-enrolled online for automatic shipments of Crepe Erase February 21, 2023.  As part of their initial purchase, 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.
  
  Your initial order, a 5-piece 30-day introductory supply, was sent on February 22, 2023, for a total of $70.73 (including $5.98 ** Sales Tax) and billed in full at the time of shipping to the PayPal account provided.
  
  On March 28, 2023, per the terms of your purchase, your 2nd shipment (a full-size 90-day supply) was sent for a total of $228.49 (including $14.97 s&h and $18.67 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $77.06 was charged at the time of shipping; the 2nd installment of $75.71 was charged on April 28, 2023, as scheduled leaving a balance of $***** to be billed on May 29th.   
  
  On May 14, 2023, per our records, you placed another order online for a full-size Ultra Advanced Body Repair Treatment. With this order the "Subscribe and Save" option was selected prior to checkout. This option includes a discount off our retail pricing, free s&h on your first order, and an agreement to receive automatic shipments of this item until you contact customer service to cancel or make changes to your membership. We regret if it was not your intent to select this offer.  This order (your 3rd shipment) was sent May 15, 2023 for the total cost of $91.48 (including $7.48 ** Sales Tax and billed in full to the PayPal account provided with the order.
  
  On May 29, 2023, the 3rd installment of $ ***** for your 2nd shipment was charged as scheduled.
  
  On June 27, 2023, per the terms of your purchase, your 4th shipment (your 2nd 5-piece full-size 90-day replenishment supply) was sent for a total of $228.49 (including $14.97 s&h and $18.67 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $77.06 was charged at the time of shipping; the 2nd installment of $75.71 was charged on July 28, 2023, as scheduled leaving a balance of $*****.
  
  Also on July 28th, your account was cancelled per your request.  Information was provided regarding the remaining balance due for your last shipment.  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.  Orders that have already been shipped and delivered 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.
  
  On August 28, 2023, we attempted to process your 3rd installment of $***** as scheduled but the request for payment was declined by PayPal leaving the remaining balance of $***** as due.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.  
  
  On January 26, ****, we received your phone inquiry regarding the billing notices.  The remaining balance was explained.  You were advised that unfortunately the 60-Day Money Back Guarantee for your last shipment had expired in August.  We regret to learn that the call was ended before a resolution could be offered.
  
  As a gesture of goodwill and in exception to our return policy, the remaining balance of $***** has been cleared.
  
  Your Crepe Erase account remains cancelled with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/29/2024

  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.

  For the past year I have been trying to cancel my recurring order with Crepe Erase. Their customer service representative continually argued with me and convinced me last April to just delay my shipment by 3 months. In June I again tried to cancel my account, and again the **************** representative argued with me and cancelled the next order. I thought my account was closed, but I again received an order. Crepe Erase bills my credit card monthly. When I received an order in December 2023, I immediately called their **************** on December 26, and the lady argued with me for almost an hour before she agreed to cancel my account. I immediately returned the product that I just received via **** and cancelled their charge on my credit card. Today I received an overdue notice from Crepe Erase for $174.24. I am flabbergasted at their unwillingness to cancel my account. Please help me get my account cancelled, and this bill erased from my name.

  Business Response

  Date: 02/08/2024

  ***********************
  Apt 201
  **********************************************************************-3503
  
  
  Date: 02/07/24
  
  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.
  
  We regret to learn that you found the cancellation process difficult. We do want to ensure members are aware of all of their options and benefits available with our flexible membership program and to ensure that customers are able to clarify any questions at the time cancellation is processed.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase December 30, 2022.  
  Your initial order, a 5-piece 30-day introductory supply, was sent on December 30, 2022, for a total of $64.16 (including $4.20 ** Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  On January 31, 2023, your 2nd shipment (a 90-day supply) was sent 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.  The 1st installment of $91.61 was billed at the time of shipping leaving a balance due of $181.05.   
      
  On February 8, 2023, we received your phone request to cancel your account, but our records reflect that you accepted an offer to customize and postpone future shipments instead. The account was placed on hold until May 30, 2023, at which point regular shipments would resume.  
  
  On February 16, 2023, 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 $91.61 was issued and the remaining balance was cleared.
  
  On May 31, 2023, your 3rd shipment (a customized 90-day supply) was sent for a total of $174.24 (including $12.99 s&h and $11.40 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $58.70 was billed at the time of shipping; the 2nd and 3rd installments of $57.78 and $57.76 were charged respectively on July 1st and August 1, 2023, as scheduled.
  
  On August 31, 2023, your 4th shipment was sent for a total of $174.24 (including $12.99 s&h and $11.40 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $58.70 was billed at the time of shipping leaving a balance due of $115.54.   
      
  On September 19, 2023, your 3rd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $44.80 was issued and the remaining balance was cleared.  Per our 60-Day Money Back Guarantee the s&h charges were not refunded.
  
  On December 4, 2023, your 5th shipment was sent for a total of $174.24 (including $12.99 s&h and $11.40 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $58.09 was billed at the time of shipping leaving a balance due of $116.15.   
  
  On December 26, 2023, per your request, your account was cancelled.  Information regarding the remaining balance due for your 5th shipment and return instructions were provided.
  
  On January 1, ****, your financial institution reversed the 1st installment of $58.09 for your 5th shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $174.24 as due and payable. At this time the auto past due billing process was activated to send monthly notices advising of the balance.  
  
  On January 4, ****, your 3rd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a credit was which cleared the $174.24 balance.
  
  We regret any frustration caused by the initial billing notice and your return having crossed in the mail.  Rest assured, your Crepe Erase account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/26/2024

  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.

  I ordered the trial purchase and automatically put on a recurring delivery , very deceptive

  Business Response

  Date: 02/08/2024

  ***********************************
  37 *************
  ********, ** 08610-1123
  
  
  Date: 02/06/24
  
  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 November 11, 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.  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.  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.  
  
  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, including each shipments total cost, scheduled payments, and next shipment date.  We regret if you found the offer unclear in any way.
  
  We do offer one-time purchase options on our website as well as by phone, so you can order without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices.
  
  Your initial order, a 5-piece 30-day introductory supply, was sent on November 14, 2023, for a total of $63.93 (including $3.97 ** Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  On December 14, 2023, per the terms of your purchase, your 2nd shipment (a full-size 90-day supply) was sent for a total of $271.70 (including $14.97 s&h and $16.88 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $90.59 was charged at the time of shipping; the 2nd installment of $90.56 was charged on January 14, ****, as scheduled leaving a balance of $90.55.  
  
  Also on January 14, 2023, your account was cancelled per your request.  Information was provided regarding the 2nd shipments cost, billing installments and remaining balance, as well as the satisfaction guarantee available. 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.
  
  On January 15th, we received your call regarding returning this shipment.  An offer to apply an additional 20% discount to the product cost instead of returning was accepted.  A credit of $47.97 was applied to the remaining balance, decreasing the last installment of $90.55 to $42.58. Once this final payment of $42.58, scheduled for February 14th, is charged your account balance will be paid in full.
  
  Your Crepe Erase account remains cancelled with nothing further to be shipped.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director