Complaints

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

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• 

  Guthy-Renker, LLC

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

  
• 

  Crepe Erase

  415500 Eclectic ST STE 200 Palm Desert, CA 92260

• 

  Guthy-Renker

  Palm Desert, CA 92260

• 

  Guthy Renker

  PO Box 8982 Madison, WI 53708

• 

  GRC Vitamins

  41550 Eclectic Street #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:12/06/2023

  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.

  I purchased some body cream products from the company this Spring. They arrived and were unremarkable. I thought that was the end of it. A month later they sent me more products WHICH I DID NOT ORDER at the price of $173.15. I ignored the bill since I didnt order the products. Now they have me with a collection agency. Its robbery!

  Business Response

  Date: 12/13/2023

  *****************************
  Apt 28A
  *******************************************************************************
  
  
  Date: 12/13/23
  
  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 April 26, 2023.  Your initial order, a 30-day introductory supply, was sent shipped that same day for a total of $53.45 (including $3.50 ** 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.  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.
  
  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 $49.95 plus $3.99 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 May 28, 2023, your 2nd shipment, a full-size 90-day supply, began processing for delivery as scheduled for a total of $173.15 (including $11.97 s&h and $11.33 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  We received an approved payment authorization from PayPal at this time for the 1st installment of $58.29.
  
  On May 31st, your 2nd shipment (a 90-day supply) was sent.  We attempted to finalize payment of the 1st installment for $58.29 at this time, but the request was declined by PayPal. This left the full remaining balance of $173.15 due and activated the past-due billing process to send monthly notices advising of this balance.  Several notices have been sent prior to the debt being turned over to North ************ in November.
  
  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 April, prior to receipt of your Better Business Bureau complaint. Our website offers multiple options to contact us via phone, or chat or email. The monthly billing notices also include our contact information. We regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.  
  
  Although your 2nd shipment has not been returned, as a gesture of goodwill and in exception to our 60-Day Return Policy, the remaining balance of $173.15 has been cleared.  North ************ was notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
  
  Your Crepe Erase account is now closed. Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 12/13/2023

   
  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:11/29/2023

  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.

  Called the ************** number back in October2023 to cancel and they just keep charging my card. Filed complaint with the ********** ************************** They need to STOP.

  Business Response

  Date: 12/12/2023

  Mr. ****************************** *************
  ******, ** 75094-2604
  
  
  Date: 12/06/23
  
  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 August 2023.  Your initial order, a 30-day introductory supply, was sent shipped August 21st for a total of $64.76 (including $4.80 ** Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  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 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.  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.
  
  Per the terms of the offer, on September 27, 2023, your 2nd shipment, a full-size 90-day supply, was sent as scheduled for a total of $275.21 (including $11.97 s&h and $14.36 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $59.44 was billed at the time of shipping leaving a balance of $183.45.
  
  On October 19, 2023, your financial institution notified us of your pending dispute regarding the September charge.  We responded with information regarding the terms of your initial purchase.   Your account was cancelled at this time due to the dispute.   Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  Orders that have already been shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  On October 28, 2023, the 2nd installment of $91.73 for your 2nd shipment was charged as scheduled; the 3rd and final payment of $91.72 was charged on November 28th, at which time your account was paid in full.
  
  On November 29th, 2023, we received your phone inquiry about billing.  The charges for your 2nd shipment were explained.  Although the 60-day Money Back Guarantee had expired at that time and offer was made to extend the return period an additional 30 days until December 29th.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account before November 29, 2023. Our website offers multiple options to contact us via phone, or chat or email: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.  
  
  On December 11, 2023, your 2nd shipment was processed as returned at our facility, within the extended Money Back Guarantee, at which time refunds totaling $259.04 were issued. Per the terms of our satisfaction guarantee, the $16.17 (s&h plus applicable state tax on that charge) was not refunded.  Please allow 3- 5 business days for the funds to post.
  
  Your Crepe Erase account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2022, I purchased Crepe Erase, a ******-Renker product, as a holiday gift for my mother, who did not find the product to meet its claims. For several months, I was remiss in cancelling the subscription - which I attribute in part to predatory practices by ***********************, including the inability to cancel the subscription via online account or email. On July 13, 2023, I contacted Crepe Erase and cancelled my subscription. I also removed the authorization for payment on my Paypal account. On August 22 ***** I received a past due notice for $176.18 and have continued to receive threats of collections, despite having cancelled the product. The reason I am being billed is because at time of cancellation, I also revoked paypal approval. I did not receive the product.

  Business Response

  Date: 12/06/2023

  **************************
  14 **********
  E Brunswick, ** 08816-4415
  
  
  Date: 12/05/23
  
  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 December 12, 2022.  Your initial order, a 30-day introductory supply, was sent shipped December 12th for a total of $54.39 (including $4.44 ** Sales Tax) and billed in full at the time of shipping to the PayPal account provided.
  
  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.
  
  Per the terms of the offer, on January 11, 2023, your 2nd shipment, a full-size 90-day supply, was sent as scheduled for a total of $176.18 (including $11.97 s&h and $14.36 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $59.44 was billed at the time of shipping; the 2nd and 3rd installments of ***** each were charged on February 11th, and March 14, 2023, respectively.
  
  On April 13, 2023, your 3rd shipment, another full-size 90-day supply, was sent as scheduled for a total of $176.18 (including $11.97 s&h and $14.36 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $59.44 was billed at the time of shipping; the 2nd and 3rd installments of $***** each were charged on May 14th, and June 14, 2023, respectively.
  
  On July 13, 2023, your 4th shipment, a full-size 90-day supply, began processing for delivery as scheduled for a total of $176.18 (including $11.97 s&h and $14.36 ** 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 $59.44.
  
  On July 14th, the 4th shipment was sent.  We attempted to finalize the authorized payment of $59.44 at this time, but the request was declined by PayPal. This left the full remaining balance of $176.18 due and activated the past-due billing process to send monthly notices advising of this balance.  
  
  On August 23, 2023, per your email request your account was cancelled.  Information was provided regarding the remaining balance due for your 4th shipment and the 60-day Money Back Guarantee available.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account before August 23, 2023. Our website offers multiple options to contact us via phone, or chat or email: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.  Also please understand that cancelling a payment agreement with PayPal does not automatically cancel subscription services from a merchant.
  
  On November 29, 2023, we received your email inquiry regarding the billing notices.  You informed us at that time that you had not received the July shipment.  Since the 60-day Money Back Guarantee for your 4th shipment had expired in September, a request was submitted to review your request to clear the balance due.   As a courtesy the remaining balance of $176.18 was cleared.  A voicemail message was left at the phone number tied to your account advising you of the credit issued to clear the balance.  
  
  Your Crepe Erase account remains closed with no balance owed. Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 12/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  While I do not agree with all the statements written, I do find the final resolution to be satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started Crepe Erase April 4 2022 and decided it wasn't working and wasn't for me July 5, 2022. But when I tried to cancel there was no way. I have been trying to cancel for months but all it allowed me to do was pause my account. I even called but i couldn't be connected to anyone. Eventually it just hung up on me. There is no way for me to cancel through the site and if it won't allow me to cancel by phone it's just a permanent subscription by force. I've been dealing with this for over a year.

  Business Response

  Date: 12/06/2023

  ****************************************
  492 County Road 31
  **************** 46705-9743
  
  
  Date: 12/04/23
  
  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 April 2, 2022.
  
  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 August of 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.
  
  We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available 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 next shipment date, the 60-Day Money Back Guarantee available and contact information for customer service.  
  
  On April 4, 2022, your initial order, a subscribe & save purchase of the Toning and Tightening Body Serum (including automatic replenishment shipments approximately every 90 days) was sent for a total of $65.48 (including $4.28 IN Sales Tax) and billed in full to the credit card provided.
  
  Per the terms of the offer, on July 5, 2022, your 2nd shipment of the full-size Toning and Tightening Body Serum, was sent for a total of $71.89 (including $5.99 s&h and $4.70 IN Sales Tax) which was billed in full at the time of shipping.
  
  On July 9, 2022, the contents of your future shipments were changed via your online self-management account access.
  
  On October 6, 2022, your 3rd shipment, a full-size Advanced Body Repair Treatment, was sent for a total of $95.22 (including $9.99 s&h and $6.23 IN Sales Tax) and was billed in full at the time of shipping.
  
  Two additional replenishment shipments of the size full-size Advanced Body Repair Treatment were sent, January 9, 2023, and April 10, 2023, each billed in full at the time of shipping.
  
  On May 14, 2023, the contents of your future shipments were changed, and the next shipment postponed until July 31, 2023, via your online self-management account access.
  
  On August 1, 2023, your 6th shipment, a full -size Flaw Fix Refining Lip Polish, was sent as scheduled for a total of $35.84 (including $7.99 s&h and $2.35 IN Sales Tax) and was billed in full at the time of shipping.
  
  On September 8, 2023, the next shipment was postponed until November 24th via your online self-management account access.
  
  Your 7th shipment was sent as scheduled November 24, 2023, for a total of $35.84 (including $7.99 s&h and $2.35 IN Sales Tax) and was billed in full at the time of shipping.
  
  Your membership was cancelled per your request via this BBB complaint.  As a goodwill gesture a pre-paid return label has been issued to assist with the return of your last shipment at no additional cost to you. Please allow a minimum of **** business days for that label to arrive by mail.  Once the return is received a refund (less s&h per our satisfaction guarantee) will be issued.
  
  Your Crepe Erase account is now closed.  Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:11/28/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a scam! I woke up to a $335.68 charge for product I didnt order. After 5 phone calls to ***********************, no one in their customer service **** could find an order or even an active account. I emailed the company and the response showed they inactivated my acct on 11/25. I did not order this product. Additionally the company purposely fails to give any notice about the upcoming charge (obviously on purpose). Stay far away from Perricone MD through ******-Renker. Its too bad because the products are decent but not worth deception or the headache.

  Business Response

  Date: 12/06/2023

  ***************************************
  Apt 7N
  ************************************************-5913
  
  
  Date: 11/30/23
  
  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 originally enrolled online for automatic shipments of Perricone Cold Plasma Sub-D February 21, 2022, and cancelled the account on April 25, 2022.  You re-enrolled with a new purchase of a **** & Neck Deluxe System introductory offer on July 26, 2023.?  This purchase also included a subscription with automatic replenishment shipments.   
  
  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 *** 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.  
  
  More specifically the offer you purchased July 26th 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 with Cold Plasma Sub-D+. Each shipment will be charged $299.85 plus $14.97 for shipping and handling charges to the payment method you provide today unless you cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax.  We regret if you found the offer unclear in any way.
  
  On July 26, 2023, your 1st shipment, a 30-day introductory supply, was sent for a total of $85.25 (including $5.30 ** Sales Tax) and charged in full at this time to the PayPal account provided.?
  
  On August 25, 2023, per the terms of the offer, your 2nd shipment, a full-size 90-day supply, was sent for a total of $335.68 (including $14.97 s&h plus $20.86 ** Sales Tax) and charged in full to the PayPal account on file.?
  
  On November 25, 2023, your 3rd shipment, a full-size 90-day supply, began processing for delivery for a total of $335.68 (including $14.97 s&h plus $20.86 ** Sales Tax) and charged in full to the PayPal account on file.?
  
  Also on November 25th, your subscription was cancelled per your email request.  Information was provided regarding your 3rd shipment since orders that have already been processed at the time of cancelation cannot be prevented from shipping. We regret to learn that you had difficulty reaching a customer service team member by phone that had access to your new account and apologize for any inconvenience that *** have resulted.
  
  On November 28th, we received your email inquiry about returning your 3rd shipment.  Return instructions were provided and your account confirmation confirmed.  ******* tracking number 1ZB8K562YW00495375 the shipment was delivered November 29th.
  
  As a courtesy, to assist with the return of this shipment at no additional cost to you, a pre-paid return label has been sent to the email on file.  Once your return is received a refund will be issued less s&h cost as our satisfaction guarantee does specify that shipping costs are a non-refundable item.  Please provide your name, email address, and order number if available along with your return, so we can promptly process your refund. Please note that if you dont include the aforementioned information, we *** not be able to locate your account and *** be unable to process your refund.
  
  Your Perricone Cold Plasma Sub-D account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:11/28/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 25 I ordered a trial kit of products at submd.com clicking through from an Instagram ad. On November 24 I awoke to an email from PayPal stating that at 3am I had authorized a $337.64 charge to ***********************. This is half of my paycheck, taken on Black Friday. It was only after calling the number for that company that I realized that they had anything to do with Perricone MD. Then a ****** search led me to the dozens of complaints against this company for unethical, misleading business practices. At no time during the placement of my original order did I agree to an exorbitant monthly subscription. But when searching back for my original confirmation email from a month ago, the tiny print at the bottom of the email says that I was subscribed unless I called/emailed to cancel. If PayPal had not emailed me this morning, I wouldn't have had any indication that my checking account would be overdrawn when my mortgage check clears. When I went to the subd.com website, I confirmed that I'd never even set up an account. When I did create an account using my email address, it says that there have been no orders placed, not even the original October one. The *********************** phone representative and her manager both told me that my order could not be canceled. And I am supposed to just trust that this unethical company is going to refund my money, even though they won't send me any email confirmation of that. This business needs to be prosecuted.

  Business Response

  Date: 12/06/2023

  **********************************
  ****************************
  ******, ** 27529-6209
  
  
  Date: 11/29/23
  
  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 Perricone Cold Plasma Sub-D with the purchase of a **** & Neck Deluxe System introductory offer on October 25, 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.  More specifically the order summary in your shopping cart for the offer you purchased did provided cost of future shipment.  It 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 with Cold Plasma Sub-D+. Each shipment will be charged $299.85 plus $14.97 for shipping and handling charges to the payment method you provide today, unless you cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax.  We regret if you found the offer unclear in any way.
  
  Please be advised that currently there is no member account access online through the www.subd.com website. Perricone MD products are available via multiple retail stores, online at www.perriconemd.com (which does have online account access), 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 October 26, 2023, your 1st shipment, a 30-day introductory supply, was sent for a total of $75.02 (including $5.07 ** Sales Tax) and charged in full at this time to the PayPal account provided.?
  
  On November 24, 2023, per the terms of the offer, your 2nd shipment, a full-size 90-day supply, was sent for a total of $337.64 (including $14.97 s&h plus $21.74 ** Sales Tax) and charged in full to the PayPal account on file.?
  
  Also on November 24, 2023, per your phone request, your subscription was canceled.  Information was provided regarding the membership, and you were advised that the shipment could not be stopped.  As a courtesy a request for a refund prior to return was submitted in exception to our 60-day Money Back Return policy.  
  Due to your dispute with PayPal the refund was delayed.  Per our records a supervisor spoke with you on November 27th to update you on the process and confirmed your subscription was cancelled.
  
  On November 28, 2023, the refund was processed: an email confirmation was sent to the email address provided with your initial order.   Please allow 3 5 business days for this transaction to post to your PayPal account.
  
  Your ******************** Cold Plasma Sub-D account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:11/16/2023

  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 signed up for a small trial package of crpe erase which I received and paid $90 for in June of 2023. Then to my surprise the company attempted to send me a full size order of crpe erase which is $180. I did not sign up for this. I called the company immediately and they told me that when I signed up for the trial package that I was automatically signed up to receive a subscription of their products. I told them I did not want the products and to cancel the subscription, which they did. They refused to take their product back. I have had numerous conversations with this company and after 4 months the package remains unopened in perfect condition and they still refuse to take the package back. I feel this is very deceptive. Again I never signed up to receive a subscription of their product. I have filed a complaint with the Attorney General of ******** and they have not responded. To date they continue to send me threatening letters Which, if they haven't sent me to collections already I'm sure they will very soon. I have excellent credit and I am worried they will ruin it. I do not want this product, it is in perfect condition and I am more than willing to send it back. Please help me.

  Business Response

  Date: 11/24/2023

  *****************************************
  8027 *************
  **************, ** 60527-5120
  
  
  Date: 11/20/23
  
  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 May 1, 2023.
  
  We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available 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. Information regarding the terms of the online offer and our continuity program is provided in the shopping cart (in bold print) prior to any personal information being entered.  Before a customer can finalize a membership 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 automatic shipments and associated charges was provided by checking this empty box on the order page to complete your order.  The products are also shipped with information reiterating the terms and benefits of membership including the next shipment date, the shipment's total cost, and payment schedule.  We regret if you found the offer unclear in any way.
  
  On May 1, 2023, your initial order, a 30-day introductory supply, was sent for a total of $63.71 (including $3.75 ** Sales Tax) and billed in full to the credit card provided.
  
  Per the terms of the offer, on June 1, 2023, your 2nd shipment, a full-size 90-day supply, was sent for a total of $270.75 (including $14.97 s&h and $15.93 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $90.90 was billed to the credit card on file at the time of shipping leaving a balance of $179.85.
  
  Also on June 1st, per your phone request your account was cancelled.  Information was provided regarding your 2nd shipment.  Return instructions were also provided so you could take advantage of the 60-day Money-Back Guarantee available.  We regret to learn that the call ended before you could be informed of the remaining balance. Please be advised that shipments which have already been sent prior to cancellation will continue to bill until either paid in full or returned for credit within the 60-day Money Back Guarantee.
  
  On July 2, 2023, the 2nd installment, for your 2nd shipment was charged as scheduled for a total of $89.93, leaving a remaining balance of $89.92.
  
  On July 3, 2023, we received your call inquiry about the 2nd installment.   The full cost of the most recent shipment and payments was explained and return instructions provided. We regret to learn you ended the call before we could offer a return label.
  
  On July 5, 2023, your financial institution reversed the first installment of $90.90 for your 2nd shipment.  While this chargeback created a credit in your favor with your financial institution, it increased the remaining balance due to $180.82. At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  On September 27, 2023, we received your call regarding the billing notices.  You informed us at that time that you still had the 2nd shipment and would like to return it for a refund.  You were advised that the 60-day Money Back Guarantee for that shipment expired August 1st, so it was no longer eligible for a refund.
  
  On November 3, 2023, your AG complaint was received and reviewed.  Although your 2nd shipment has not been returned and is now beyond the 60-day return policy, as a gesture of goodwill and in an effort to fully resolve the issue the remaining balance of $180.82 was cleared. Please rest assured nothing has been sent to collections.
  
  Your Crepe Erase account remains closed with no balance owed. Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:11/15/2023

  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 ordered,what I thought was a sample of products from Crepe Erase on 8/7/2023. I had 60 days to try and then send back any unused product. On 9/7/2023 I received another box. I went on line to try to stop any additional boxes from coming, but there was no option to cancel. The phone number attached to the order never answered. Since, I paid by PayPal, I stopped all additional automatic payments. I thought that would take care of it. I never received another box. And then I get a past due invoice in the mail for $215.85.I never subscribed to additional shipments after the first, and would kindly send it back to them.

  Business Response

  Date: 11/22/2023

  *********************************
  67 Woodland Park
  *********, ** 14871-9007
  
  
  Date: 11/17/23
  
  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 August 4, 2023.
  
  We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available 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. Information regarding the terms of the online offer and our continuity program is provided in the shopping cart (in bold print) prior to any personal information being entered.  Before a customer can finalize a membership 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 automatic shipments and associated charges was provided by checking this empty box on the order page to complete your order.  The products are also shipped with information reiterating the terms and benefits of membership including the next shipment date, the shipment's total cost, and payment schedule.  We regret if you found the offer unclear in any way.
  
  On August 7, 2023, your initial order, a 30-day introductory supply, was sent for a total of $80.96 (including $6.00 ** Sales Tax) and billed in full to the PayPal account provided.
  
  Per the terms of the offer, on September 7, 2023, your 2nd shipment, a full-size 90-day supply, was sent for a total of $323.80 (including $14.97 s&h and $23.98 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $107.95 was billed at this time to the PayPal account on file leaving a balance of $215.85.  
   
  On October 8, 2023, we attempted to process your 2nd installment of $107.92 as scheduled but the request for payment was declined by PayPal leaving the remaining balance of $215.85 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.
   
  Please be advised that cancelling a payment agreement with PayPal does not automatically cancel a subscription you may have with a merchant.  Per the terms of any purchase which includes auto-replenishment shipments, we advise customers they must contact customer service to cancel or make changes to their membership.
  
  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 August, 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.
  
  Your membership has now been cancelled.  As a gesture of goodwill and in an effort to resolve this matter the remaining balance has been cleared.  
  
  Your Crepe Erase account is now closed with no balance owed. Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:11/14/2023

  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 ordered the trial set to see what I liked that was Oct 2023. I just received a shipment worth almost $300.00 and found out the automatically put me on auto shipments. Automatically charged my credit card. I haven't even decided if I like the product. I thought that was illegal today. I did not ask to be put on an "auto shipment" program. I have also tried to remove my credit card from the site under my profile and it will not allow me to remove my credit card. This is unethical - since when is the buyer not in charge of ordering what I want or don't want and control what is charged to my credit card. they have stopped my auto ship after I called and complained. there has to be somewhere that customers are informed they are going to do this to customers. I'm working on returning the auto ship package I just received for a full refund

  Business Response

  Date: 11/22/2023

  *************************
  ******************************************************************
  
  
  Date: 11/17/23
  
  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 6, 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 in three places online before an order can be submitted.  First on the order page of our website before an offer is selected; second in your shopping cart - in bold print- prior to any personal information being entered. The information is provided a third time beside the empty box that must be checked before a membership purchase can be submitted.  That 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.   Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  
  
  More specifically the order summary for the offer you purchased stated: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new full-size supply of Crepe Erase. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $79.95 plus $4.99 for shipping and handling charges per month.  All orders are subject to applicable sales tax.  We regret if you found the offer unclear in any way.
  
  We do offer the ability to purchase Crepe Erase products online and by phone without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices.
  
  On October 9, 2023, your initial order (a 30-day introductory supply) was sent for a total of $64.16 (including $4.20 NE Sales Tax) which was charged in full when shipped to the credit card provided.
  
  On November 9, 2023, per the terms of the offer, your 2nd shipment, a 90-day supply, was sent for a total of $272.65 (including $14.97 s&h and $17.83 NE Sales Tax) to be billed in 3 installments over 31-day billing cycles.  Your 1st installment of $90.90 was billed at the time of shipping leaving a balance of $181.75.
  
  On November 14, 2023, your account was cancelled per your request.  Information was provided explaining the total cost of your 2nd shipment, the 3 installments, the remaining balance and the 60-day Money Back Guarantee available.   As a courtesy a pre-paid return label was issued to assist with the return of this shipment at no additional cost to you. Please allow a minimum of **** business days for that label to arrive by mail from the date of issue.
  
  Once your return is received the balance will be cleared and a refund will be issued less the initial s&h as our satisfaction guarantee does specify that shipping costs are a non-refundable item.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped.
   
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 12/04/2023

   
  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:11/08/2023

  Type:Service or Repair 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.

  Purchased what I believed to be a one time delivery of facial products for $65 from Perricone and woke up this morning to a PayPal notification of pending charges for $279 from guthy renker for a subscription I was not aware I consented to. I contacted guthy renker and was told they could not cancel my order as it has been shipped. I questioned how this could be possible as the money has not yet been removed from my financial institution. She said it was not possible and I would need to ship the product back at my expense for a refund once the product was received. This business works with deceptive tactics and tricks you into subscribing at an outrageous cost.

  Business Response

  Date: 11/15/2023

  ***************************
  *********************************************************-1432
  
  
  Date: 11/10/23
  
  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 Perricone Cold Plasma Sub-D October 8, 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 that enroll in the 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 are provided in the shopping cart prior to any personal information being entered.? Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase and 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.  
  More specifically the offer your purchased stated One month after your first order is shipped, and then every three months thereafter, you will be sent a new full-size supply of Sub-D **** & Neck Firming Duo. Each shipment will be charged $239.85 plus $14.97 for shipping and handling charges to the payment method you provide today unless you cancel.  There is no commitment and no minimum to buy. All orders are subject to applicable sales tax.? We regret if you found the offer unclear in any way.??
  
  On September 5, 2023, your 1st shipment, a 30-day introductory supply, was sent for a total of $53.07 (including $3.12 MA Sales Tax) and charged in full at this time to the PayPal account provided.?
  
  On November 7, 2023, per the terms of the offer, your 2nd shipment, a full-size 90-day supply, was sent for a total of $276.99 (including $14.97 s&h plus $22.17 WA Sales Tax) and charged in full to the PayPal account on file.?
  
  Also on November 7, 2023, per your phone request and email inquiry, your subscription was inactivated, and the cancellation confirmed.  Information was provided regarding your 2nd shipment and the 60-day Money Back Guarantee available.   Return instructions were provided.  
  
  As a courtesy, to assist with the return of this shipment at no additional cost to you, a pre-paid return label has been sent to the email on file.  Once your return is received a refund will be issued less the initial s&h cost as our satisfaction guarantee does specify that shipping costs are a non-refundable item.  Please provide your name, email address, and order number if available along with your return, so we can promptly process your refund. Please note that if you dont include the aforementioned information, we may not be able to locate your account and may be unable to process your refund.
  
  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: 11/15/2023

   
  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,
  
  ***********************