Complaints

This profile includes complaints for Guthy-Renker, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Guthy-Renker, LLC

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

  
• 

  Guthy Renker

  PO Box 8982 Madison, WI 53708

• 

  GRC Vitamins

  41550 Eclectic Street #200 Palm Desert, CA 92260

• 

  Guthy-Renker

  Palm Desert, CA 92260

• 

  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:01/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two intro products as a gift for Christmas. A month later I was billed randomly for full size products. I contacted support to cancel them the same day. Eventhough the goods had not shipped out yet they said they could not cancel them and I would have to pay for return shipping. The goods just arrived today and was planning on returning the goods. But just today got another payment notice two weeks later saying the remaining balance is due now and I have 10 days to get the balance paid for. Based on others experience I do not wish to pay the remaining balance since I plan to return it but also do not want to get sent to collections.Their whole business model is modeled off of tricking you into an auto ship with no upfront notification that your order is about to process with no way of cancelling even immediately after it has processed.

  Business Response

  Date: 02/07/2024

  Mr. ****************************** 1403
  *************************************************-2118
  
  
  Date: 02/05/24
  
  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 13, 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.  Before customers may finalize their purchase, they must check a box that states they agree to the terms of the offer including our no-commitment auto-replenishment program.  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  The products are also shipped with information reiterating the terms and benefits of membership, including the next shipment date.  We regret if you found the offer unclear in any way.
   
  Your 1st order, a 5-piece 30-day introductory kit and a 2-piece 30-day introductory kit both including a subscription for automatic replenishment shipments, was sent on December 14, 2023, for a total of $119.81 (including $9.90 WA Sales Tax) and billed in full at the time of shipping to the PayPal account provided.  
  
  On December 24, 2023, we received your Live Chat inquiry about the shipment.  A replacement was shipped that day.
  
  On January 14, ****, per the terms of the offer, your replenishment shipments of the 2-piece and 5-piece kits (each a full-size 90-day supply) began processing for delivery.  The 2-piece was a total of $176.39 (including $11.97 s&h and $14.57 WA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 5-piece was a total of $277.75 (including $14.97 s&h and $22.93 also to be billed in 3 installments.  We received approved payment authorizations from PayPal at this time for both initial installments of $58.81 and $92.60.
  
  On January 15, ****, the shipments were sent.  We attempted to finalize the authorized payments of the 1st installments at this time, but the request was declined by PayPal. This left the full remaining balances of $176.39 and $277.75 due and activated the past-due billing process to send monthly notices advising of this balance.  
  
  Also on January 15th, your account was cancelled per your Live Chat requests.  Information was provided regarding your replenishment shipments, the remaining balance and return instructions since orders that have already shipped at the time of cancellation will continue to bill until paid in full or return within the 60-Day Money Back Guarantee for credit.  
  
  Upon reviewing your account, we noted that per the original tracking information each of your replenishment shipments deliveries were refused.  Unfortunately, returning a product via "Return to Sender" - without verifiable proof of mailing - can result in unpredictable transit times, and may also result in a package never being received back to our facility to process a return credit.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balances have been cleared.
  
  Your Crepe Erase account remains closed with nothing further to be shipped. or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 02/14/2024

   
  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:01/25/2024

  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.

  They took $270 out randomly from my PayPal account. When I contacted them, they pretended they had no record of this.

  Business Response

  Date: 02/05/2024

  *******************************************************
  PO Box 202
  ****, ** 16046-0202
  
  
  Date: 02/02/24
  
  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 April 7, 2023.?
  
  We make every effort to be forthcoming regarding our promotions and offers for Perricone Cold Plasma Sub-D via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  Customers making an initial purchase are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. 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 April 10, 2023, your 1st shipment, a 30-day introductory supply, was sent for a total of $63.56 (including $3.60 ** Sales Tax) and charged in full at this time to the PayPal account provided.?
  
  On May 7, 2023, per the terms of your purchase, your 2nd shipment began processing for delivery.  At that time PayPal declined the payment request and the order was placed on hold.  An update was received ******* 10, 2024, which allowed the order to begin processing again.  We would like to apologize for any confusion or inconvenience which resulted from this delay.
  
  On ******* 17, 2024, your 2nd shipment, a full-size 90-day supply, was sent for a total of $270.11 (including $14.97 s&h plus $15.29 ** Sales Tax) and charged in full to the PayPal account on file.
  
  On ******* 25, 2024, per your request, your subscription was cancelled.  Information was provided regarding the membership and the delay if shipping the 2nd shipment.  As a courtesy and token of apology a full refund was issued, and a pre-paid return label emailed to assist with the return of this shipment at no additional cost to you.
  
  Please be advised our records do not reflect any calls received from the phone number provided with your order (and this complaint) nor any other contact received in reference to your account prior to ******* 25th.    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 subd.com if you contacted another merchant regarding your purchase.
  
  Your Perricone Cold Plasma Sub-D account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21195767
  
  I am rejecting this response because:
  I never signed up for a $270 order.  
  Sincerely,
  ***************************************  I bought one order on Afterpay!!!!!
  ***************************************

  Business Response

  Date: 02/19/2024

  *******************************************************
  PO Box 202
  ****, ** 16046-0202
  
  
  Date: 02/15/24
  
  Complaint ID: ********
  Account Number: *********
  File Number: **********
  
  Dear **************************,
  
  Thank you for the opportunity to respond.
  
  All offers on our website www.subd.com include automatic replenishment shipments.  As stated in our previous response we regret if you found the terms of the offer you purchased unclear in any way.  
  
  We make every effort to make the offers clear and inform customers of terms prior to any purchase.  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; clearly stated in the shopping cart prior to any personal information being entered; beside the empty box that must be checked for the order to be submitted and lastly in the order confirmation email.  More specifically the offer you 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."
  
  As stated previously your replenishment shipment was refunded in full January 25th.  Your Perricone Cold Plasma Sub-D account remains closed with nothing further to be shipped or billed.  At this time we consider this matter answered and closed.   
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/24/2024

  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.

  This company deceitfully tricks consumers into thinking they are buying a single purchase and instead continues to slam consumers debit credit cards continuously for a subscription hidden on the original order the BBB needs to make this company STOP. I called to cancel and the company wouldnt cancel so I cancelled the credit card they had. They have now continuously sent a bill for $84 demanding payment after getting $800+ dollars out of me this billed needs to be cancelled and the BBB needs to protect consumers and make this company STOP DEFRAUDING people immediately!!!!

  Business Response

  Date: 02/02/2024

  **************************************
  ************************************
  ******, ** 06340-5909
  
  
  Date: 01/31/24
  
  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 22, 2022.  
  
  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.  More specifically 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 $74.95 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 as well as the return policy.  We regret if you found the offer unclear in any way.
  
  Just to note, 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 6-piece 30-day introductory supply, was sent on February 22, 2022, for a total of $79.71 (including $4.76 ** Sales Tax) and billed in full at the time of shipping to the PayPal account provided.
  
  On March 25, 2022, per the terms of your purchase, your 2nd shipment (a full-size 90-day supply) was sent for a total of $255.05 (including $14.97 s&h and $15.23 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $85.66 was charged at the time of shipping; the 2nd and 3rd installments of $84.69 and $87.70 respectively were charged on April 25, 2022, and May 26, 2022, as scheduled.  
  
  Five additional full-size 90-day replenishment shipments were sent as scheduled approximately every 3 months until June 27, 2023.  The total cost of each was $255.05 and billed in 3 installments over 31-day billing cycles.
  
  On June 27, 2023, your 6th replenishment shipment (a full-size 90-day supply) was sent for a total of $255.05 (including $14.97 s&h and $15.23 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $85.66 was charged at the time of shipping; the 2nd installment of $84.69 was charged on July 28, 2023, leaving a balance of $84.70.
  
  On August 28, 2023, we attempted to process your 3rd installment of $84.70 as scheduled but the request for payment was declined by PayPal leaving this remaining balance of $84.70 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 due.  
  
  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 February 2022, 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.
  
  As a gesture of goodwill, the remaining balance due of $84.70 has been cleared and your account removed from collections.  
  
  Your Crepe Erase account has now been cancelled.  Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/22/2024

  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.

  A trial kit was purchased, which I didnt see that the website has posted that I was signing up for a monthly automatic shipment. I received another package and 2 separate charges to my bank of $105.00 I have returned the merchandise which they are stating is after a 90 day return policy again if its on their website it was not seen. Now they are trying to say I still owe them $105.00 and they will not refund the money they have taken. First charge from my account 09/20/2023 $78.93 Next charge 10/23/2023 $105.25 - this charge caused other transactions to have return fees as I was not aware this was being taken Next charge 11/24/2023 $105.22 - same as above for return fees Next charges 12/21/2023 $105.24. This one I caught and the bank refunded. I sent back all product on 1/8/2024. Based on my calculations 11/24/2023 to 1/8/2024 is not 90 days. They have all product, my money and say they want more money. I just want my $289.40 refunded. Thank you

  Business Response

  Date: 01/31/2024

  ***************************
  **************************************************
  *****, ** 24153-9241
  
  
  Date: 01/26/24
  
  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 September 17, 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 $94.95 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 they agree to the terms of the offer including our no-commitment auto-replenishment program.  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 as well as the return policy.  We regret if you found the offer unclear in any way.
  
  Every shipment is backed by a 60-day Money Back Guarantee which is located on each page of our website as well as included with each shipment.   The satisfaction guarantee states: if for any reason you're not completely satisfied, just return the containers within 60 days of receipt and we'll refund the purchase price (less S&H) - even if they're empty.  
  
  Your initial order, a 6-piece 30-day introductory supply, was sent on September 18, 2023, for a total of $78.93 (including $3.97 VA Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  On October 19, 2023, per the terms of the offer, your 2nd shipment (a full-size 90-day supply) was sent for a total of $315.71 (including $14.97 s&h and $15.89 VA Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $105.25 was charged at the time of shipping; the 2nd and 3rd installments of $105.22 and $105.24 were charged on November 23rd and December 20 as scheduled.  At this time your account balance was paid in full.
  
  On January 8, ****, your financial institution reversed the 3rd installment of $105.24 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $105.24 as due and payable. At this time the auto past due billing process was activated to send monthly notices advising of the balance.  Your account was cancelled on January 8th due to the chargeback.
  
  On January 15, ****, your 2nd shipment was processed as received at our facility after the 60-Day Money Back Guarantee had expired, thus no refund was issued.
  
  On January 22, ****, we received your after hours live chat inquiry regarding the billing notices.  An email reply was sent explaining that the return was received outside the 60-day return period.  Our customer service number was provided to call for further assistance.
  
  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 January 22nd. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  Although your return was received after the satisfaction guarantee had expired, as a gesture of goodwill, and in an attempt to resolve this matter, the remaining balance of $105.24 has been cleared and refunds totaling $194.71 have been issued.  The $15.76 s&h charge was not refunded as our satisfaction guarantee does specify that shipping costs are non-refundable.
  
  Your Crepe Erase account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 02/06/2024

   
  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,
  
  ***********************

  side note no there was no phone calls there was a chat and 2 emails. Some of us have social anxiety and cant speak on the phone. 
  I have received the credit back to my account. Thats all I wanted since all product was returned. 

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered an initial small deal from Crepe Erase, and received my order. On 12/28/2023, I discovered a charge in my pending charges on my CC for $88.39, the second it was added to my card supposedly the first charge before more. Called Crepe Erase and cancelled and asked them to stop the shipment and stop the charges. They said it had already shipped. I told them I did not want the shipment. They did not offer a return address or label. After a huge phone battle, they did send me a cancellation in email. The shipment arrived with no return instructions. I did not want it, I do not want it, and I have not used it. 01/19/2024, received a snail mail that I owed $265.12, and should call and pay, no return label. I submitted a BBB complaint as this never should have happened and I never signed up for this. Im not sure how they are getting people to sign up when they dont know this is happening. It is not obvious, and no communication is made for the next shipment that I did not sign up for. Their customer number that I never signed up for is: *******

  Business Response

  Date: 01/31/2024

  *************************
  397 ****************
  *************, ** 80813-9723
  
  
  Date: 01/29/24
  
  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 re-enrolled online for automatic shipments of Crepe Erase November 24, 2023.   Previously you had enrolled in May of 2022 and received two shipments before cancelling your account.
  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 they agree to the terms of the offer including our no-commitment auto-replenishment program.  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  The products are also shipped with information reiterating the terms and benefits of membership, including the next shipment date.  This information, including the date of the next replenishment shipment, is also available online 24/7 via the self-management account access available to active members.  We regret if you found the offer unclear in any way.
  We do offer the ability to purchase Crepe Erase products without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices. Replenishment customers are offered many great benefits including discounted prices, free gifts, the ability to customize future shipments, and the ability to customize shipping frequency.  
  
  Your initial order, a 5-piece 30-day introductory supply, was sent on December 14, 2023, for a total of $62.66 (including $2.42 CO Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  On December 28, 2023, per the terms of the offer, your 2nd shipment (a full-size 90-day supply) was sent for a total of $265.12 (including $14.97 s&h and $14.01 ME Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $88.39 was charged at the time of shipping, leaving a remaining balance of $176.73. Also on December 28, 2023, your account was cancelled per your phone and Live Chat requests.  Information was provided regarding your 2nd shipment, the remaining balance and the 60-Day Money Back Guarantee available since orders that have already shipped at the time of cancellation will continue to bill until paid in full or return within the 60-Day Money Back Guarantee for credit.  Return instructions can also be found on our website.
  
  On January 3, 2024, your financial institution reversed the 1st installment of $88.39 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the full amount of $265.12 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill and in exception to our return policy the remaining balance 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: 02/09/2024

   
  Complaint: 21173594
  
  I am rejecting this response because:

  02/09/2024
  I will not respond to your interpretation of the course of events.  I will offer two ideas that I think will help YOU in your situation of having people think they do not enter a contract, and you do.
  1.) Make the ordering process on your web site idiotproof.  I mean this in the most kind way.  It should be MORE THAN OBVIOUS that Crepe Erase thinks a contract is being entered.  Triple verify if needed.
  2.)MOST importantly!  EMAIL the recipient BEFORE the items are shipped.  This will help you with most of your issues.
  Thank you for helping yourself and your customers with corrections to your process.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/29/2024

  *************************
  397 ****************
  *************, ** 80813-9723
  
  
  Date: 02/27/24
  
  Complaint ID: ********
  Account Number: *******
  File Number: **********
  
  Dear **************,
  
  Thank you for the opportunity to respond.
  
  As stated in our previous respond, we make every effort to make our promotions and offers for Crepe Erase as clear as possible on our website.  If a customer selects an offer that includes a subscription the information about the automatic shipments is provided in three places before the order is submitted.  On the offer page before any selection is made, in the shopping cart summary after an offer is selected (this is in bold print to draw attention to it) and beside the empty box that must be checked for an order including auto replenishments to be finalized.  This box 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.
  
  At this time, we do not send email notifications prior to every auto replenishment shipment, however the next scheduled shipment date is included on the packing slip/invoice enclosed with each shipment.  In addition, one of the benefits of membership is 24/7 access to your account online, where you can view the next ship date and scheduled frequency as well as make changes to the shipment including scheduled ship date.
  
  We appreciate your feedback about your experience, as we strive to provide only the highest quality products and service.  Your Crepe Erase account remains closed with nothing further to be shipped. or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/22/2024

  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.

  Bought in December as a gift. They enrolled me in a continuity program I had no idea about. Called when they sent me more larger product for a charge of $268.00. Called to cancel and ship back as there was no invoice or any paper with product. It was quite an argument to get off the program and get address to ship product back. So I had to pay for shipping back with signature required because of complaints on your site of people having trouble getting money refunded. ************************* has been in trouble before over continuity programs.

  Business Response

  Date: 01/31/2024

  ***************************
  28 ***************
  ********, ** 04556-3017
  
  
  Date: 01/29/24
  
  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 December 13, 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 they agree to the terms of the offer including our no-commitment auto-replenishment program.  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  The products are also shipped with information reiterating the terms and benefits of membership, including the next shipment date.  We regret if you found the offer unclear in any way.
  
  We do offer the ability to purchase Crepe Erase products without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices. Replenishment customers are offered many great benefits including discounted prices, free gifts, the ability to customize future shipments, and the ability to customize shipping frequency.  
  
  Your initial order, a 5-piece 30-day introductory supply, was sent on December 14, 2023, for a total of $63.26 (including $3.30 ME Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  On January 16, ****, per the terms of the offer, your 2nd shipment (a full-size 90-day supply) was sent for a total of $268.83 (including $14.97 s&h and $14.01 ME Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $89.63 was charged at the time of shipping, leaving a remaining balance of $179.20.
  
  On January 19, ****, your account was cancelled per your request.  Information was provided regarding the remaining balance and return instructions for your 2nd shipment since orders that have already shipped at the time of cancellation will continue to bill until paid in full or return within the 60-Day Money Back Guarantee for credit.
  
  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 are able to clarify any questions at the time cancellation is processed.
  
  On January 23, ****, your 2nd shipment was processed as received at our facility within the 60-Day Money Back Guarantee, at which time a refund totaling $73.84 was issued and the balance of $179.20 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $15.79 (s&h plus applicable state tax on that charge) was not refunded.
  
  Your Crepe Erase account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/17/2024

  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.

  I purchased, what was supposedly, a one time purchase of a product from Crepe Erase for $64.76 on September 26, 2023. Specifically Ultra 5 piece body and face system.I put in a cancellation request and received an emailed confirmation of that cancellation on October 30th. They continued billing!! Each time the number going higher, for products I have not received nor do I want. The math doesn't make any sense either. How is it possible from November to December the bill is now 272.66??I have tried to contact this company via emails and multiple calls to no avail.To be honest based on the number of filing of complaints here at the BBB for this company I think more should be done than just a response and clearing of a bill. There fraudulent bait and switch methods should be unacceptable. I wonder...does *********************** really know who she's repping??I am extremely frustrated and letting all I know to steer clear of this company and its products.I appreciate your efforts in this matter and am most grateful. These paying customers deserve better.

  Business Response

  Date: 01/30/2024

  *****************************
  *******************************************************************-7878
  
  
  Date: 01/24/24
  
  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 September 26, 2023.
  We make every effort to be forthcoming regarding our promotions and offers for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing. Customers enrolling in the Crepe Erase member program are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.  The information regarding the terms of the online offer and the continuity program are provided in the shopping cart (in bold font) prior to any personal information being entered. More specifically 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. In addition, before customers may finalize their purchase, they must check a box that states they agree to the terms of the offer, including our no-commitment auto-replenishment program. 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 customer service contact information. We regret if you found the offer unclear in any way.
  
  On September 26, 2023, your initial order (a 5- piece 30-day introductory supply) was sent for a total of $64.16 (including $4.20 ** Sales Tax) which was charged in full at the time of shipping to the PayPal account provided.
   
  On October 27, 2023, per the terms of the offer, 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 $90.91 was charged at the time of shipping, leaving a balance of $181.75.
  
  On October 30, 2023, PayPal reversed the 1st installment of $90.91 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the 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.  
  
  Also on October 30th, your account was cancelled due to your PayPal dispute and chargeback.  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 ************************** tracking number **********************, your 2nd shipment was delivered October 31st.
  
  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 September, prior to receipt of your Better Business Bureau complaint.  Our website offers multiple options to contact us via email, phone, or chat.  Additionally, if customers respond to any unmonitored promotional or confirmation email addresses (such as a billing reminder), an automatic response is sent to advise of this which also provides our contact information.  We regret if you experienced any difficulty contacting us via any of these channels, as they have been tested regularly without issue.
  
  Although our records do not indicate that any returns have been received to present date, and the 60-day Money Back Guarantee for your 2nd shipment has expired, as a gesture of goodwill the remaining balance has been cleared.
  
  If you require further assistance, feel free to contact our **************** directly at ************** (9:00am to 5:00pm EST Monday - Friday)
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/17/2024

  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 never asked for recurring orders. This was done without my permission. When I spoke with the customer service agent in November she said I owed the money for the box the just came and then one more $90 payment for the next box that was already sent. Now they want a third payment. I am sending back the unopened products to the returns department today. What a scam.

  Business Response

  Date: 01/30/2024

  ***********************************
  ****************************************************-2156
  
  
  Date: 01/24/24
  
  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 3, 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 continuity program are provided 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 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 October 3, 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 November 3, 2023, per the terms of the offer, 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 $90.91 was charged at the time of shipping, leaving a balance of $181.75.
  
  On November 7, ****, your account was cancelled per your request.  Information was provided regarding your 2nd shipment, the remaining balance and return instructions since orders that have already been shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.  While cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped.
  
  Since your 2nd shipment was not received as a return before the next scheduled payments; the 2nd and 3rd installments of $90.88 and $90.87 respectively, were charged as scheduled on December 4, 2023, and January 4, ****.
  
  On January 6, ****, we received your phone inquiry regarding the charges for your 2nd shipment.  Information was provided explaining the total cost of your 2nd shipment (the full-size supply) and the 3 installments.  We regret to learn that the call ended without a resolution.
  
  On January 8, ****, PayPal reversed the 3rd installment of $90.87 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $90.87 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 24, ****, we received a partial return.  One of the five items in your 2nd shipment was processed as returned at our facility, after the 60-Day Money Back Guarantee had expired, thus no refund was issued.
  
  As a gesture of goodwill, and in an attempt to resolve this matter, the remaining balance of $90.87 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: 02/03/2024

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

• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the Crepe Erase and paid for the first shipment (5/1/23), I cancelled and have a letter that no other products would come (attachment cancel.jpg). However they still had my credit card # and sent me another product and was charged and they were paid (attacment 8223.jpg). They never sent any more products but keep saying I owe $108.55. I sent them copies of all of these documents and I still keep getting letters and emails.

  Business Response

  Date: 01/25/2024

  *******************************
  **********************************************************************-9075
  
  
  Date: 01/18/24
  
  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 April 29, 2023.  
  
  We make every effort to be forthcoming regarding our promotions and offers for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing. 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.  The products are also shipped with information reiterating the terms and benefits of membership including the total cost of a shipment and payments scheduled.
  
  Your initial order, a 6-piece 30-day introductory supply, was sent on May 1, 2023, for a total of $74.96 and billed in full at the time of shipping to the credit card provided.
  
  On May 7, 2023, we received your request to cancel via Live Chat, but our records reflect that you instead accepted an offer to extend the 60-day Money Back Guarantee for your first order an additional 30 days and postpone future shipments.  The next shipment was postponed until August 1st at which point regular shipments would resume.
  
  On July 2, 2023, per your Live Chat request your waiting order was changed to a 2-piece custom kit.  The changes were confirmed and you were reminded of the scheduled date of August 1st and the total cost of $162.84.
  
  On August 2, 2023, per the terms of the agreement, your 2nd shipment, a full-size custom 90-day kit , was sent as scheduled for a total of $162.84 (including $12.99 s&h) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $54.29 was charged at this time leaving a remaining balance of $108.55.  ******** tracking number ********************** this shipment was delivered on August 7th.
  
  On August 7, 2023, your account was cancelled per your Live Chat request.   Information was provided regarding your 2nd shipment, the remaining balance and return instructions since orders that have shipped prior to cancellation will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee.  As a courtesy a pre-paid return label was issued to assist with the return of this shipment at no additional cost to you.  The return label was mailed on August 10th.
  
  On September 2, 2023, we attempted to process the 2nd installment of $54.28 as scheduled for your 2nd shipment but the request for payment was declined by your financial institution leaving a remaining balance of $108.55 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
   
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $108.55 has been cleared.  
  
  Your Crepe Erase account remains closed. Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/05/2024

  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 October 11 I ordered a promotional package that included samples of skin care for $62.21. This was a one-time purchase so I may try the products. I NEVER SIGNED UP ************ FILL!! I became aware that they fraudulently placed me on auto payment plan and took out an additional $92.40 on November 14. I checked my initial order and do not see where I signed up for auto fill, it is not on my statement nor what I signed up paying. Even if there is an indication that this is an auto fill, it must be hidden, intended to trap people in a cycle of their fraudulent plans. I called Crepe Erase and notified them to stop this none sense auto fill that I never consented to. Crepe erase representative assured me she took me off of the auto fill plan, and said just reject the parcel, so I dont have to pay for shipping for what I didnt order to begin with. She even gave me a return confirmation number ********. I think this sort of communication from their representatives are just a superficial show. I called 2 other time and the representatives were not helpful at all, and in one occasion they just hung up on **** received the package on November 24th and took it to post office and returned it. The post office agent couldnt give me a tracking number since it was a rejection. He mentioned that I should take a picture of the returned package with return on it. Now Im in an endless process of disputing the fraudulent $92.40 that they took out of my account, and then they have the audacity sending me a bill for two time auto fill for $184.72?? Are they out of their mind or greed has blinded them so much that they are ripping people off in broad daylight. How ugly a company can get beside this? I'm asking that not only they take me off of fraudulent auto fill program, but also refund me my $92.40 charged on November 14th 2023. And stop harassing me with fraudulent bills. Customer# ******* Order# ********

  Business Response

  Date: 01/24/2024

  *****************************************
  **************************
  *************, ** 92532-0218
  
  
  Date: 01/15/24
  
  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 October 10, 2023.  Your initial order, a 5-piece 30-day introductory supply, was sent on October 11th for a total of $65.21 (including $5.25 CA Sales Tax) and billed in full at the time of shipping to the PayPal account provided.
  
  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 continuity program are provided in the shopping cart - in bold- prior to any personal information being entered.  Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase, including our no - commitment auto-replenishment program.  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  The products are also shipped with information reiterating the terms and benefits of membership, including the next shipment date.
  More specifically the offer your purchased stated: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new full-size supply of Crepe Erase. Each shipment will be charged to the 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.   We regret if you found the offer unclear in any way.
  
  Per the terms of the agreement, on November 14, 2023, your 2nd shipment, a full-size 90-day supply, was sent as scheduled for a total of $277.12 (including $14.97 s&h and $22.30 CA Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $92.40 was charged at this time leaving a remaining balance of $184.72.
  
  Also on November 14th, your account was cancelled per your request.   Information was provided regarding your 2nd shipment, the remaining balance and return instructions since orders that have shipped prior to cancellation will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On December 15, 2023, we attempted to process the 2nd installment of $92.37 as scheduled but the request for payment was declined by PayPal leaving a remaining balance of $184.72 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.  
  
  On December 18, 2023, we received your inquiry regarding billing and your refund status.  You were informed that we had not yet received your return.  Please be advised that unfortunately, returning a product via "Return to Sender" - without verifiable proof of mailing - can result in unpredictable transit times, and may also result in a package never being received back to our facility to process a return credit.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $184.72 has been cleared.  In addition, a refund in the amount of $76.12 has been issued. Per the terms of our 60-Day Money-Back Guarantee, the $16.28 (s&h plus CA Sales tax on this amount was not refunded.  Please allow a minimum of 3-5 business days for this credit to post.
  
  Your Crepe Erase account remains closed. Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 01/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me.With the exception to be very CLEAR, it was their representative whom guided me in rejecting the partial, so if they didn't receive it its on their hand unlike making it look like it was my fault. And, the box I rejected was the same size of the samples they sent not full size of anything for them to attempt charging full price.

  
  
  Sincerely,
  
  *************************************