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:01/05/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order product and after paying,I received a bill it said I was signed up for shipments every three months ,There was no agreement for a subscription with this order until after I received the email conformation on order .It says you can cancel anytime on their web site ,but there is no place to do that ,so I called and tried to cancel and they are giving me the runaround.

  Business Response

  Date: 01/24/2024

  *******************************
  77 *****************
  ********, ** 30736-7475
  
  
  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 December 31, 2023.  
  
  We make every effort to be forthcoming regarding our promotions and offers for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing. 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:  "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide."  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  The products are also shipped with information reiterating the terms and benefits of membership, including the next shipment date.   We regret if you found the offer unclear in any way.
  
  Your initial order, a 5-piece 30-day introductory supply, was sent on January 2, ****, 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.
  
  Also, on January 2, ****, your account was cancelled per your request.
  
  On January 12, ****, your initial order was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $64.16 was issued.
  
  Your Crepe Erase account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************

  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 satisfactory to me.
  
  Sincerely, but I did not check any box ,it just took me straight to payment did not know this was a prescription product ,not everyone watches commercials.  There was no place on the site to get back in touch with to cancel. 
  
  ***************************

• Initial Complaint

  Date:01/05/2024

  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.

  Contacted them on 11/29/2023 to cancel this account and requested that they not automatically debit my bank account. The original order indicated that this account could be cancelled online, but the ************** was not available. They have continued to debit my account after speaking with someone online as well as my following up with an email.

  Business Response

  Date: 01/24/2024

  *********************************
  1622 ******************
  ************** 20018-2318
  
  
  Date: 01/12/24
  
  Complaint ID: ********
  Account Number:  *******
  File Number: **********
  
  Dear **************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled by phone for automatic shipments of Crepe Erase May 21, 2023, with the purchase of a 30-day introductory supply.  
  
  We do make every effort to make the offers as clear as possible on our websites, as well as by phone. 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 subscription.
  Your 30-day entry kit was sent May 22nd for a total of $63.56 (including $3.60 ** Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  Per the terms of the offer, on June 22, 2023, your 2nd shipment, a full-size 90-day supply, was sent as scheduled for a total of $270.11 (including $14.97 s&h and $15.29 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $90.66 was billed at the time of shipping; the 2nd and 3rd installments of $89.73 and $89.73 each were charged as scheduled on July 23rd, and August 23rd, respectively.
  
  On November 29, 2023, your 3rd shipment (a 90-day supply) was sent for a total of $230.90 (including $7.98 s&h and $13.07 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $82.62 was billed at the time of shipping leaving a balance due of $114.28.   This order had been delayed due to an inventory shortage.  
  
  Also, on November 29, 2023, we received your phone request to cancel future shipments.  Information was provided regarding your 3rd shipment and the 60-Day Money Back Guarantee available.   We regret to learn that you found the cancellation process difficult and after reviewing your call that you were asked to call back once the shipment was received to request cancelation again instead of the request being completed at that time.  We do want to ensure members are aware of all of their options and are able to clarify any questions when cancellation is requested and processed.   
  
  The email that your included with your complaint was never received by customer service since it was sent as a reply to your initial order confirmation from ****************************.  If customers respond to any unmonitored promotional or confirmation email addresses, such as this one, an automatic response is sent to advise of this which also provides our contact information.
   
  On December 30, 2023, the 2nd installment of $74.14 for your 3rd shipment was charged as scheduled leaving a balance of $74.14.  As a goodwill gesture this remaining balance has been cleared.
  
  Please rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  Your Crepe Erase account is now closed. Nothing further will be shipped or billed.  
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order in June for the crepe erase starter kit. I called to cancel the subscription around August because the product did not work as stated. The customer rep talked me into delaying cancellation until the end of December 2023 and sent add'l product at no cost to give the product longer to see results. She also promised I would receive a notification before any more product was sent or charges made. I received a notification from my credit card last night that a charge of $90.66 was made by them. I tried to call last nlght but they were closed. When I called today, the customer rep refused to cancel the membership or refund my money and just offered a 20% discount. I explained the product did not work and I could not afford to purchase add'l products from them. She then continues to talk about sending more products in March ****. I told her no, i want to cancel the subscription and my money refunded. *** stated the product was in the warehouse and had not been shipped but she could not stop the shipment or refund my money. I have filed a dispute on the charge on my Citi Mastercard (which was charged through PayPal) and told her I would contact BBB to report their refusal to cancel the subscription and refiund my $90.66. I would appreciate any assisttance you could provide to help me solve this problem. After researching the Crepe Erase company, i see they have a poor customer rating. I should have done that before. Thank you.***************************

  Business Response

  Date: 01/22/2024

  *****************************************
  21 Wolfpen Br
  ********, ** 41265-8423
  
  
  Date: 01/10/24
  
  Complaint ***********  
  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 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. At the time of the initial purchase, customers enrolling in the Meaningful Beauty member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.
  
  On June 28, 2023, your initial order, a 5-piece 30-day introductory supply, was sent for a total of $63.56 (including $3.60 ** Sales Tax) and billed in full to the PayPal account provided.
  
  Our records indicate that on July 26, 2023, we received your phone request to cancel your Crepe Erase account, but you accepted an offer to postpone future shipments with an email notification prior to the next shipment instead. The account was placed on hold until December 28th at which point regular shipments would resume.
  
  
  On December 27, 2023, per the terms of the agreement, your 2nd shipment, a 90-day supply, began processing for delivery, for a total of $270.11 (including $14.97 s&h and $15.29 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received an approved authorization from PayPal at this time for the 1st installment of $90.66.
  
  On December 28th, per your phone request, your account was cancelled but your 2nd shipment already in process could not be stopped.  While cancelling an account stops all future shipments, orders that have already been processed at the time of cancelation will be shipped and will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.   Information was provided regarding this shipment, total cost, balance remaining and the available 60-Day Money Back Guarantee.  We regret to learn that you did not receive the email notification prior to the shipment.
  
  Your 2nd shipment was sent as scheduled.  The previously authorized 1st installment of $90.66 was finalized as a charge on December 29th.
  
  On January 1, ****, PayPal reversed the 1st payment of $90.66 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the full cost of $270.11 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 an effort to?resolve this matter, the remaining balance of $270.11 has been cleared prior to the receipt of any returns.  
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 24, 2023 I ordered a sample order of Crepe Erase ** my mother wanted to try it and asked for it for Christmas. I was billed for that order and now have been billed 2 more times. I called the company today to see why I was being billed every couple of days. ******** told me I had signed up for a subscription. I told him i had not signed up and wanted to be removed and wanted my money back. I was billed 2 addtional times for $91.76 and they now say I owe $183.45. The package was sent and he said it was my responsibility to send it back for a refund. I plan on doing that but was given a hard time about cancelling and kept trying to sell more products. So disappointing someone can take advantage of people and their money. I do not want this to go against my credit as I have read on other complaints. Crepe Erase is taking advantage of people and it needs to stop.

  Business Response

  Date: 01/23/2024

  *********************************************************
  1216 ************
  ******, ** 29036-9137
  
  
  Date: 01/11/24
  
  Complaint ID: ********
  Account Number:  *******
  File Number: **********
  
  Dear **********************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled by phone for automatic shipments of Crepe Erase November 23, 2023, with the purchase of a 30-day introductory supply, which included a subscription.  
  
  We do make every effort to make the offers as clear as possible on our websites, as well as by phone. 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 subscription.  The information regarding the terms of the online offer and the 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: By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide.   Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  The products are also shipped with information reiterating the terms and benefits of membership. We regret if you found the offer unclear in any way.
  
  We do offer the ability to purchase Crepe Erase products without a replenishment account online or by phone. However, customers who choose to place one-time orders are only offered our retail prices.
  
  Your 30-day entry kit was sent November 24th for a total of $64.76 (including $4.80 ** Sales Tax) and billed in full at the time of shipping to the PayPal account provided.
  
  Per the terms of the offer, on December 27, 2023, your 2nd shipment, a full-size 90-day supply, was sent as scheduled for a total of $275.21 (including $14.97 s&h and $20.39 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $91.76 was billed at the time of shipping leaving a balance of $183.45.
  
  On December 28, 2023, per your phone request, your account was cancelled.  Information was provided regarding your 2nd shipment in transit at that time.  Return instructions were provided since orders that have already been shipped at the time of cancellation will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee.  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 that customers are able to clarify any questions at the time cancellation is processed.
  
  On January 8, ****, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund of $75.59 was issued and the balance of $183.45 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $16.17 (s&h plus applicable state tax on that charge) was not refunded.  
  
  Rest assured at no time was there a past-due balance on your account as you returned your shipment within the 60-Day guarantee and prior to the next scheduled payment which cleared the remaining balance.  Your account was cancelled in good standing and nothing has been reported against your credit history.  We appreciate your feedback, as we strive to provide the highest quality products and service.
  
  Your Crepe Erase account remains closed. Nothing further will be shipped or billed.  
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 2023 contacted *** customer service requested subscription cancellation customer service representative refused. Explained I no longer want their product. 8-16-2023 received product without order with an invoice for $96.65. 8-23-2023 finally got through to customer service advised received unsolicited product. Told to pay S&H to return product I refused to pay S&H fees. 8-31-2023 received past due invoice for $96.65 spoke to *** in customer service demanded *** send a prepaid mailing label. Received label and returned product. Tracking number acknowledged receipt at Wen facility. Received another past due invoice for $96.65 called customer service confirmed return of product and advised to ignore the invoice the account had zero balance. 11-27-2023 received past due invoice for $96.65, chose to ignore invoice. 12-20-2023 received past due invoice for $96.65 stating balance due immediately to avoid further collection efforts. Have attempted to call customer service several times system placing me on hold for over 10 minutes with no answer and I hang up. I am being repeatedly billed for a product I did not order and returned to the seller with threats of collection.

  Business Response

  Date: 01/24/2024

  *********************************
  ***************************************************-4008
  
  
  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 WEN ********* by ***************** April 10, 2013, and received automatic replenishment shipments approximately every four months until August 16, 2022.
  
  On November 16, 2022, we received your Live Chat request to cancel but our records reflect that you instead accepted an offer to postpone future shipments, with an email reminder to be sent prior to your next shipment.  The account was placed on hold until August 16, 2023, at which point regular shipments would resume.
  
  Per the terms of the agreement, on August 16, 2023, your postponed shipment was sent for a total of $***** (including $14.97 s&h plus $6.83 ** Sales Tax) which was charged in full at the time of shipping.
  
  On August 23, 2023, per your phone request, your account was cancelled.  Return instructions were provided for your recent shipment.
  
  On August 29, 2023, your financial institution reversed the payment of $***** for your shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $***** 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 11, 2023, we received your inquiry regarding the billing notices.  As a courtesy your request for a prepaid return label was processed and the label mailed on September 12th.
  
  Our records reflect that your return was received at our facility on October 19, 2023.  We regret to learn upon reviewing your experience that this return was incorrectly processed and so did not issue return credit to clear the balance   We apologize for any inconvenience which resulted from this delay.
  
  The remaining balance of $ ***** has now been cleared. Please consider any invoices received after the date of this correspondence to have crossed in the mail.
  
  Your WEN ********* by ***************** account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase with this company in November, a one time purchase of 2 items. I never saw anything to indicate they will placing me on a replenishment subscription program, nor did it tell me how much I would be charged in the future. I woke up today to a $234.02 charge to my PayPal account that I did not authorize, that processed at 2am, when I was asleep. I called ************************* asking what happened, that I didn't authorize. They state they can't give me a refund since the order is already processing. This is fraud! They stole my money. I was able to get them to take me off the subscription, but they expect me to receive the order, ship it back, and then I can request a refund for something I didn't want or authorize the purchase to. I also find it highly suspect that the transaction took place at 2am, and it can't be cancelled.

  Business Response

  Date: 01/09/2024

  *************************
  W468 ********************
  ********, ** 54130-8066
  
  
  Date: 01/05/24
  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 Perricone Cold Plasma Sub-D with the purchase of a Face & Neck Firming Duo introductory offer on November 24, 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.? Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase including the auto replenishment shipments. 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 November 27, 2023, your 1st shipment, a 30-day introductory supply, was sent for a total of $51.66 (including $2.69 ** Sales Tax) and charged in full at this time to the PayPal account provided.?
  
  On December 24, 2023, per the terms of the offer, your 2nd shipment, a full-size 90-day supply, began processing for delivery for a total of $234.02 (including $11.97 s&h plus $12.20 ** Sales Tax) and charged in full to the PayPal account on file.
  
  Also on December 24th, your subscription was cancelled per your request.  Information was provided regarding your 2nd shipment in process as well as return instructions, as orders that have already processed at the time of cancelation cannot be stopped from shipping and will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.  As a courtesy a request to process a refund prior to the receipt of your return was forwarded for review.
  
  On December 26, 2023, your 2nd shipment was sent.   Also, on the 26th a full refund was approved and issued as an exception to our return policy.
  
  Your Perricone Cold Plasma Sub-D subscription remains cancelled with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 01/21/2024

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

• Initial Complaint

  Date:01/03/2024

  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.

  So this is tied into perricone and first and foremost this company is practicing poor business ethics they have pop-*** that when you click and sign up for a product you unwillingly get signed into auto refill. As a person who has worked 30 plus years in IT I know a scam when I spot it unfortunately my mom doesn't she made a single order from a pop-up she got on her iPad then called at least three times to cancel her auto subscription I returned every single item we received most with return to sender yet now I'm turned over to a collection agency for a $230.75 charge that is completely wrong we never kept any of the product. So this is got to stop if the BBB won't help me then I'll turn to litigation. After I call the attorney general of course because whomever this ***** woman is I question if she's even real and I know that the company did not keep its original products because the owner left and took the product formulas with it so they are selling outdated and under achieving quality feel free to ****** that yourself this is a great example of very poor business ethics and honestly using devices like autopay to trick people into owing you money is just wrong and frankly I think it should be punishable by prison but that's my opinion problem is is that now I have this collection agency that showing up on my credit report so now I have to go through all these hoops just to get it off of my credit so if anybody reads this never ever ever click a pop up and especially don't order anything from it and don't ever order anything from this company or this person you will regret it thank you and if you want to consult with me perricone or ***** then contact me because I have a bone to pick with you!

  Business Response

  Date: 01/09/2024

  *******************************
  2618 ********************************************
  Monroe, ** 71203-9577
  
  
  Date: 01/05/24
  
  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 your mother (*****) enrolled online for automatic shipments of Perricone Cold Plasma Sub-D with the purchase of a 5-piece Deluxe introductory offer on January 2, 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.? Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase including the auto replenishment shipments. Authorization of future shipments and associated charges was provided by checking this box to complete the initial order.  
  
  More specifically the offer your mother 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 in three monthly payments of $99.95 plus $4.99 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 she found the offer unclear in any way.??
  
  On January 4, 2023, her 1st shipment, a 30-day introductory supply, was sent for a total of $66.21 (including $26.26 LA Sales Tax) and charged in full at this time to the credit card provided.?
  
  On February 3, 2023, per the terms of the offer, her 2nd shipment, a full-size 90-day supply, was sent for a total of $347.68 (including $14.97 s&h plus $32.86 LA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $116.93 was charged at the time of shipping. The second and third payments of $115.37 and $115.38 were charged on March 6th and April 6, 2023, as scheduled.
  
  On May 8, 2023, per the terms of the offer, her 3rd shipment, a full-size 90-day supply, was sent for a total of $347.68 (including $14.97 s&h plus $32.86 LA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $116.93 was charged at the time of shipping leaving a balance of $230.75.
  
  On May 9, 2023, per your phone request, the account was cancelled.  Information was provided regarding the 3rd shipment in transit, the remaining balance and return instructions as 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.
  
  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 nor since the cancellation request on May 9th. Our website, www.subd.com, offers options to contact us via phone, email, or chat. 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 subd.com.
  
  
  On May 11, 2023, your financial institution reversed the 2nd and 3rd payments of $115.38 and $115.37 for the 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $230.75 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  On May 24, 2023, the 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 $100.40 was issued and the balance of $230.75 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $16.53 (s&h) was not refunded.
  
  As of present date our records do not indicate the return of your 2nd shipment.  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 the satisfaction guarantee period for the 2nd shipment has expired, as a gesture of goodwill the remaining balance of $230.75 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 mothers Perricone Cold Plasma Sub-D account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/03/2024

  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.

  I cancelled my subscription to Crepe Erase, returned the product they sent after the cancellation, and they keep sending Past Due Notices for $116.91, which is double the original invoice. After finally getting to my account on their website (not easy), it shows cancelled. I mailed them documentation of the cancellation and **** receipt of the returned product on November 27, 2023. I can't find on their site that I owe them any money - just order transactions.

  Business Response

  Date: 01/09/2024

  *********************
  1214 Rainbow Ct
  ********, ** 89034-1158
  
  
  Date: 01/05/24
  
  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 June 26, 2023.  Your initial order, a 30-day introductory supply, was sent that day for a total of $53.63 (including $3.68 ** Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  We do make every effort to make the offers as clear as possible on our websites, as well as by phone. 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.  
  
  On July 22, 2023, the ship to address was updated and your next shipment postponed until October 1, 2023, via the self-management online account access available to active members.
  
  Per the terms of the offer, on October 2, 2023, your 2nd shipment, a full-size 90-day supply, was sent as scheduled for a total of $175.37 (including $11.97 s&h and $13.55 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $58.46 was billed at the time of shipping leaving a balance of $116.91.
  
  On October 10th, your account was cancelled per your phone request.  Information was provided regarding your 2nd shipment, the remaining balance and return instructions since cancelling an account stops all future shipments, but it does not cancel the balance due for orders already shipped prior to cancellation.  They will continue to bill until paid in full or returned for credit within the 60-Day Money Back Guarantee.
  
  On November 2, 2023, the 2nd installment of $58.45 for your 2nd shipment was charged as scheduled leaving a balance of $58.46.
  
  On November 15, 2023, PayPal reversed the 2nd payment of $58.45 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $116.91 as due and payable to Crepe Erase.   At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  On December 20, 2023, we received your email informing us that you had returned the 2nd shipment.  Although our records did not indicate that any returns have been received at that time (or to present date), as a gesture of goodwill the remaining balance of $116.91 was cleared.
  
  Your Crepe Erase account remains closed. Nothing further will be shipped or billed.  
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/02/2024

  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 placed an order from The Body Firm (DBA Crepe Erase) for $64.76 on/9/26/23. I was unaware that hidden in the terms and conditions was a membership clause that I would never have agreed to. On 10/27 my Amex was charged ***** for additional product I did not order. 1. I was scammed into joining an unwanted membership. Definitely taking advantage of a 70+ year old, and should be reported. I still cant find the small print about the membership on the website2. I had not received and merchandise and had no idea what they were shipping.3. At no time was I told that there would be additional charges. The person I spoke to said I could return the package when it arrived and I would be credited $*****. The package arrived and the cost of returning it was over $20, and the product works pretty well so I kept it with the understanding that my obligation to them was complete.On 11/27 my credit card was charged an additional $***** and when I contacted them they said the total charge is $275.85 and that I will be billed yet again for $*****.I would return the product but it has been opened. This same merchandise is available on Amazon for 1/3 of the priceI asked to speak to a supervisor and was told one would contact me within 48 hours. Still have not heard from them except for an email stating that I have an outstanding balance of $183.91. And now Im receiving invoices in the mail demanding payment.This company is deceptive and definitely were dishonest about what they were charging and any claim. I was told by their representative when I called to cancel my membership that the charge for my shipment would be $*****, which I thought was overpriced to begin with. I would never have kept it had I known they would continue charging my Amex card a total of $275.85.

  Business Response

  Date: 01/09/2024

  ***********************************
  ********************************************************-4345
  
  
  Date: 01/04/24
  
  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.  Your initial order, a 30-day introductory supply, was sent that day for a total of $64.76 (including $4.80 ** Sales Tax) and billed in full at the time of shipping to the PayPal account provided.
  
  We do make every effort to make the offers as clear as possible on our websites, as well as by phone. 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 information regarding the terms of the online offer and the continuity 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: By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide.   Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  The products are also shipped with information reiterating the terms and benefits of membership including the next shipment date. We regret if you found the offer unclear in any way.
  
  We do offer the ability to purchase Crepe Erase products without a replenishment account online or by phone. However, customers who choose to place one-time orders are only offered our retail prices.
  
  Per the terms of the offer, on October 27, 2023, your 2nd shipment, a full-size 90-day supply, was sent as scheduled for a total of $275.85 (including $14.97 s&h and $21.03 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $91.97 was billed at the time of shipping leaving a balance of $183.88.
  
  Also on October 27th, your account was cancelled per your phone request.  Information was provided regarding your 2nd shipment, the remaining balance and return instructions since cancelling an account stops all future shipments, but it does not cancel the balance due for orders already shipped prior to cancellation.  They will continue to bill until paid in full or returned for credit within the 60-Day Money Back Guarantee.
  
  On November 27, 2023, the 2nd installment of $91.94 for your 2nd shipment was charged as scheduled leaving a balance of $91.94.  Also, on November 27th per your phone inquiries, billing for your 2nd shipment was explained.  A request for a supervisor callback was submitted.  
  
  Our records reflect that on November 29, 2023, a supervisor attempted to reach you by phone but there was no answer and no option to leave a message.  An email with your account status and billing information was sent to the email address provided when you placed your initial order.  Just to note, this email address differs from that provided with this BBB complaint.
  
  On December 4, 2023, PayPal reversed the 2nd payment of $91.94 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $183.88 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.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $183.88 has been cleared.
  
  Your Crepe Erase account remains closed. Nothing further will be shipped or billed.  
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 01/19/2024

   
  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:12/12/2023

  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 made the mistake of ordering Crepe Erase before checking for complaints at the BBB website. I believed I was making a one-time order for $58 to try the product. Crepe Erase first debited my **** on Oct. 8, 2023 for $58. To my surprise, I received a 2nd box approx. one month later, so I called the customer service number to cancel. I was informed that I would be billed 3 installments of $58 for the 2nd box, but I could return the products for a refund. I then read complaints at the BBB & realized the scam I had fallen into. I spent $30 to send both boxes of product back with signature confirmation of receipt. The 2 boxes were signed for by "************" in ***** ** on Nov. 29. One week later I called the cust.serv. # again ( which is talking to someone in the ***********, by the way ) to recount that Crepe Erase had picked up the returned boxes & therefore I was expecting a refund pronto. I was told to wait another week, & that I would not be refunded the full $58 that had been debited for the 2nd box, but would only get $45. So I have checked my **** & I have received 1 refund for the 1st box, amount of $53.70, but haven't been refunded ANYTHING YET for the 2nd box, which I returned at the same time. So far I have been debited $111.70 for products I returned, & have been refunded only $53.70---on top of the $30 spent to return the 2 boxes of product. Right now I am $88 in the hole for products which I did NOT want & returned. This business is a scam! You cannot get the product in any way without being hooked into autoship deceitfully. You cannot imagine the time I have already spent trying to get out of this scam. According to other complaints, Crepe Erase may continue to send product & continue to bill me, even tho I have cancelled. My hassles are not yet over.

  Business Response

  Date: 12/20/2023

  *********************
  ****************************************************-4515
  
  
  Date: 12/18/23
  
  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 4, 2023.  Your initial order, a 30-day introductory supply, was sent shipped October 5th for a total of $53.70 (including $3.75 ** Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  While you may notice a trend with the reviews or complaints regarding our continuity program, happy customers generally do not leave any kind of reviews regarding their experience. Please keep in mind that the reviews and complaints that the Better Business Bureau receives are from a very small portion of our customers. We do make every effort to make the offers as clear as possible on our websites, as well as by phone. 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 information regarding the terms of the online offer and the continuity 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: By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide.   Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  The products are also shipped with information reiterating the terms and benefits of membership. We regret if you found the offer unclear in any way.
  
  We do offer the ability to purchase Crepe Erase products without a replenishment account online or by phone. However, customers who choose to place one-time orders are only offered our retail prices.
  
  Per the terms of the offer, on November 7, 2023, your 2nd shipment, a full-size 90-day supply, was sent as scheduled for a total of $173.96 (including $11.97 s&h and $12.14 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $58.00 was billed at the time of shipping leaving a balance of $115.96.
  
  On November 8, 2023, your account was cancelled per your phone request.  Information was provided regarding your 2nd shipment in transit and the remaining balance.  While cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  Return instructions were provided.
   
  On December 1, 2023, 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 $45.13 was issued and the balance of $115.96 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $12.87 (s&h) was not refunded.
  
  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. We will always do our best to process returns and issue refunds as quickly as possible. Once received, we ask that customers please allow up to 7 business days to process the refund, per our guarantee policy; information on this policy is included in every shipment, and is also provided on our website.
  
  On December 4, we received your phone inquiry about your returns.  Information about the refund for your 2nd shipment was provided.  As a courtesy, since a return for your 1st shipment was not yet reflected on your account, a full refund of $53.70 was issued for your 1st shipment at the time of your call.  This shipment was processed as returned at our facility later the same day.
  
  As refunds for both of your returns have been issued there is no additional refund due.   Your Crepe Erase account remains closed; nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director