Business Profile
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Guthy-Renker, LLCHeadquarters
Reviews
This profile includes reviews for Guthy-Renker, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.07/5 stars
Average of 96 Customer Reviews
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Review fromDeborah D
Date: 09/22/2022
1 starDeborah D
Date: 09/22/2022
This company is horrible. My experience with them echoes everyone else's here. I was charged $150 in June of this year and have been charged $109 every month since then. I didn't even receive products for the last charge. I cancelled in July and then again in August only to find another charge on my credit card in September. They say it's for products previously purchased and they are doing me a big favor by "letting me pay in installments". *****-Renker is extremely under handed in explaining what you **** be charged and how often. What a rip off. No one should ever do business with this outfit.Guthy-Renker, LLC
Date: 09/26/2022
Dear Deborah,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled online for automatic shipments of Crepe Erase�® on 6/17.
We do 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. Information regarding the terms of the online membership offer - including future shipment pricing - is provided in bold font prior to any personal information being entered; before customers may finalize their purchase, they must check a box which states they agree to the terms of the purchase. The products are also shipped with information reiterating the terms and benefits of membership, providing each shipment's total cost and payment schedule, as well as listing the next scheduled shipment date. We regret if you found the offer unclear in any way.
Your initial order (a 30-day introductory supply) was shipped on 6/20. Per the online offer's terms, your first automatic shipment (a 90-day supply, with the total cost split into 3 monthly payments) was sent as scheduled on 7/19.
Per your phone request to cancel your account on 7/22, we regret to learn that this request was not correctly processed, nor were you provided at this time with information about the remaining balance for your 2nd shipment, to be billed following the schedule on its enclosed invoice. While cancelling an account cancels all future shipments, it does not cancel the balance due for orders which have been sent prior to cancellation: they **** continue to **** as scheduled until paid in full, if not returned for credit within the 60 Day Money-Back Guarantee. Please rest assured that your experience has been reviewed, and **** be used to improve our services moving forward.
Per your phone request on 8/19, your account was cancelled, and information was provided regarding the 3rd and final payment for your 2nd shipment scheduled to **** on 9/19.
Your Crepe Erase�® account remains closed, and nothing further **** be shipped or billed.
Sincerely,
****** M.
Senior Manager Contact Center OperationsDeborah D
Date: 09/27/2022
I can assure you that your policies, terms and conditions are not as apparent as you would have anyone believe. I would NEVER order 3 months of a face cream I've never tried, to the tune of $475.88! An average person doesn't usually need to pour over pages of terms in small, fine print just to order a face cream. It is not as transparent as you present it to be. If it was, there would not be so many identical complaints in the BBB's file on your company.
My 90 day supply with 3 "easy" installment payments has turned into a not-so-easy 4 installment payment plan. I was billed #$149.97 on 6/22 after the 1st shipment. Then $109.52 on July 21 for the next box I received. On July 22, I cancelled my subscription with your employee, Red. Like the color, as she said. The fact that your company failed to process the cancellation is a problem that I should not have to pay for. Then in August I was billed $108.19. This time I cancelled AGAIN with Jane on 8/19/22 at 1:28 PM.. This time I did get a cancellation confirmation e-mail #XXXXXXXX. Looks promising, but then on September 20 another charge appears on my credit card for $108.20. ??? I received on additional products since July. This is four (4) payments made. For 2 shipments.
Your company should do the right thing and reimburse me for the August and September charges.Review fromEugenia E
Date: 08/23/2022
1 starEugenia E
Date: 08/23/2022
I have tried for 3 months to cancel an order for Perricone cosmetics. While the shipments have ceased, the monthly $68 is still being deducted from my checking account. Phone calls, emails, letters have done nothing!!!! This company is simply a scam!!! The product I ordered was faulty and I returned it per the instructions which accompanied it. The one time I was able to speak to someone by phone, I was "guaranteed" the monthly subscription was canceled. I find this company to be self-serving, a scam, and a rip-off. If I could yell this from the rooftops I certainly would!!!!!!!
******* S. *****Guthy-Renker, LLC
Date: 08/29/2022
Dear Eugenia,
Thank you for your review. We 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�® on 5/21/22, and your introductory 30-day supply was sent on 5/23.
We regret to learn that you may have experienced any issues with the Perricone products, as you have stated. A ******** Specialist **** be contacting you within the next few business days to discuss your experience, as it is of utmost importance to us that any issues are documented and addressed.
Your 2nd shipment (a 90-day full-sized supply, with cost split into 3 installments) was sent as scheduled on 6/22, and the 1st installment was charged when it shipped.
On 6/23, your account was cancelled per your phone request. While cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation: they **** continue to **** as scheduled until either paid in full or returned for credit within the 60-Day Money-Back Guarantee. Our records reflect this call is the only contact received in reference to your account prior to receipt of your BBB review.
As your account does not indicate that any returns have been received to present date, the remaining two payments for your 2nd shipment were billed in July and August. Please be advised that returning a product via "Return to Sender" - without verifiable proof of mailing - can result in a package never being received back to our facility to process a return credit.
Your Perricone Cold Plasma Sub-D�® account remains closed, with nothing further to be shipped or billed.
Sincerely,
****** M.
Senior Manager Contact Center OperationsReview fromJacqueline P
Date: 08/16/2022
1 starJacqueline P
Date: 08/16/2022
Canceled the subscription in July. Received a 90 charge in August. The account is closed. Was given an email address to contact, returned undeliverable. AwfulGuthy-Renker, LLC
Date: 08/22/2022
Dear Jacqueline,
Thank you for your review. We 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�® on 3/9/22.
On 7/14, your 3rd shipment (a 90-day supply, with total cost split into 3 installments) was sent, with the 1st installment charged at shipping.
Per your email and chat requests on 7/14, your account was cancelled. Information regarding your 3rd shipment already in transit as well as the remaining balance to **** for that shipment was provided, as orders sent prior to cancelation **** continue to **** as scheduled until either paid in full or returned for credit within the 60-Day Money-Back Guarantee. On 8/14, the 2nd installment for your 3rd shipment was charged as scheduled.
Per your email inquiry on 8/17, your cancellation was confirmed. While our records do not reflect any returns have been received to present date, as a courtesy the remaining balance due for your 3rd shipment was cleared at this time. Due to an error in calculating this credit, a small refund was also issued.
Your Perricone Cold Plasma Sub-D�® account remains closed, with nothing further to be shipped or billed.
Sincerely,
****** M.
Senior Manager Contact Center OperationsReview fromRenda J
Date: 08/16/2022
1 starRenda J
Date: 08/16/2022
Similar experience of many others. I ordered off of an advertisement. I received the package missing two items. I was not told it was 3 times the amount as advertised and I was placed on an "installment plan auto-ship for additional items". I chatted to cancel the auto-ship before a second package was shipped. I have been assured the auto-ship is canceled; however, I was informed I owe 2 more payments equaling over $164 and that my "second payment was denied". I am not sure how that can be if I never knew I was on an "installment plan". The company still has not shipped the two missing items. Upon calling ******** *******, I asked how I owe more money and this is when I was told about the "installment plan". The company is not fully transparent on what or how you are buying. At this point, I would like them to cancel everything and if they want the remainder of the product back then send me a return label.Guthy-Renker, LLC
Date: 08/22/2022
Dear Renda,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled online for automatic shipments of Crepe Erase�® on 6/6/22.
We do make every effort to be forthcoming regarding our promotions and offers for Crepe Erase�®; at the time of purchase, customers are provided the option to either begin with the standard introductory 30-Day supply or a full-sized 90-Day supply (with total cost split into 3 installments). At the time of your initial purchase, the option to begin with a 90-Day supply was selected. We regret if it was not your intent select this option, or if you found the offer unclear in any way.
Per your chat request on 6/16, replacements were issued for 2 items you stated had not been received: we regret to note that these items did not immediately ship however, due to a system error. Per your chat and phone requests on 8/16, all future shipments were cancelled, your replacement items were re-issued, and the remaining balance for your initial order was billed in full to the PayPal account on file. Please allow 7-10 days for delivery of your replacement items.
Your Crepe Erase�® account remains closed, with nothing further to be shipped or billed unless you choose to place a new order.
Sincerely,
****** M.
Senior Manager Contact Center OperationsReview fromMichele P
Date: 08/10/2022
1 starMichele P
Date: 08/10/2022
I should have read the reviews before purchasing ANYTHING from this company. I ordered the introductory Perricone MD kit paid for it and did not authorize future shipments or subscriptions. Next I see $102 on my credit card as a monthly payment for a subscription to be delivered every 3 months!! I called to cancel and was told the first shipment went out already so I accepted that I would pay the $300 for that shipment. However, I never received a shipment, tracking number or any way to look at or manage my subscription online. Now I have spent 4 hours with a chat and next phone call with results of zero product, my credit card in their control and no resolution. I am reporting this company as fraudulent and predatory and disputing my charges with the credit card company.DO NOT ORDER ANYTHING FROM ***** - Renker FRAUDS FRAUDS FRAUDS AND zero resolutionGuthy-Renker, LLC
Date: 08/16/2022
Dear Michele,
Thank you for your review. We 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�® on 7/2/22. As part of their initial purchase, customers enrolling in the Perricone Cold Plasma Sub-D�® member program are informed they **** receive automatic shipments until they contact ******** ******* to cancel or make changes to their membership. We do make every effort to be forthcoming regarding our promotions and offers: the online offer terms and continuity program information provided in the shopping cart is in bold text of the same size font as the rest of the page, and is provided 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; by checking that box you agreed to the terms of the offer. 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, your 1st full-sized shipment was sent on 8/3. As was requested via your live chat on this same date, your account was also cancelled.
USPS tracking indicates your full-sized shipment was delivered on 8/8. Per your phone call on 8/10 advising you had not received the shipment and did not want a replacement, a full refund was issued at that time and the remaining balance due was cleared. Please allow 3-5 business days for credits to post.
Your Perricone Cold Plasma Sub-D�® account remains closed, and nothing further **** be shipped or billed unless you choose to place a new order with us in the future.
Sincerely,
****** M.
Senior Manager Contact Center OperationsReview fromLydia N
Date: 08/02/2022
1 starLydia N
Date: 08/02/2022
Very similar experience to **********. Ordered the introductory packet...when we called to cancel, the first package had already been shipped. Called a second time and they indicated that since we did not open the package they would send us a return label in -7-10 days so we could send it back. Called after 8 days and they confirmed the account was cancelled and the label had been sent. I has been 14 days and there is no sign of the label. To avoid not being charged for the product (60 day money back guarantee) we shipped the package back at our own cost. Really disappointing ******** *******. It is not surprising after our experience to see the 1/5 rating and read similar experiences by other customers. Hope this along with other reviews **** help you adjust your processing. I get it....Buyer Beware....this is the type of experience that validates that adageGuthy-Renker, LLC
Date: 08/10/2022
Dear Lydia,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
While you may notice a trend with the reviews or complaints regarding our replenishment program, please bear in mind that happy customers generally do not leave any reviews regarding their experience: the reviews and complaints that the Better Business Bureau receives reflect only a small portion of our customers.
Our records reflect you enrolled online for automatic deliveries of Crepe Erase�® on 6/1/22. Per the terms of the offer, your 2nd shipment (a full-sized 90-day supply, with total cost to be billed over 3 monthly installments) began processing for delivery as scheduled on 7/1. As authorization for payment of this shipment's 1st installment was initially approved by the PayPal account on file, it was sent as scheduled; however, the request to finalize this charge was subsequently declined by PayPal, which left the full balance due.
Per your chat request on 7/2, your account was cancelled, and return instructions were provided; please note that the terms of our 60-Day Money Back Guarantee do specify s&h cost as a nonrefundable item.
Per your phone request on 7/17, a prepaid return label was issued to assist with the return of your 2nd shipment at no additional cost to you, as a courtesy. We regret to learn that due to a processing error, this return label was not mailed until 7/29, and we apologize for any inconvenience which resulted. Please rest assured your experience **** be used to improve our services moving forward.
Your 2nd shipment was received as a return to our facilities within the guarantee period on 8/3, at which time the balance due was fully removed.
Your Crepe Erase�® account remains closed, with nothing further to be shipped or billed unless you choose to place a new order in the future.
Sincerely,
****** M.
Senior Manager Contact Center Operations
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