Business Profile
Marketing Consultant
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
Want to share your experience?
Leave a ReviewReview Details
Review fromKimberly B
Date: 09/04/2024
1 starKimberly B
Date: 09/04/2024
This company sends 3 months supply when they're just supposed to send a sample and they scan this out of $300.Guthy-Renker, LLC
Date: 12/04/2024
Dear ********,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that you order a 6-piece 30-day introductory kit of Crepe Erase online. That order was sent the day it was ordered. A month later, per the terms of your purchase,a 90-day replenishment kit was shipped.
You are correct in that our auto replenishment shipments are full-size 90-day supplies. But they are only shipped if a customer initially ordered and received one of our special offers for an introductory (sample) kit that include a subscription; and if the subscription is not cancelled prior to the shipping date for the full-size kit. The terms of our Crepe Erase promotions and offers are clearly stated online before any personal information is entered or the order submitted. A subscription can be cancelled at any time; there is no minimum purchase required; all shipments are backed by a 60-day money back guarantee -even if bottles are empty. Cost of the 90-day replenishment kits depends on which items and how many are included in the kit. Customers can choose as few as two. One-time purchases are available without a subscription but only at retail prices.
We regret if you found the terms of your purchase unclear in any way. Your subscriptions remains cancelled with nothing further to be shipped or billed.
Sincerely,
****** *.
Contact Center Operations DirectorReview fromKimberly B
Date: 08/21/2024
1 starKimberly B
Date: 08/21/2024
Rcvd product 8/20/24. Enclosed letter stated I would be charged monthly. I called to cancel, the whole thing. Cust Svc *** did not want me to cancel, he got mad, had an attitude and wouldnt cancel but kept trying to get me to postpone. I told no thank you-I wanted to cancel, if the product was good, Id be calling to reorder. The *** still resisted and didnt want to cancel, I hung up called back got someone who was supposed to be a manager. I told him I wanted to cancel, he also did not want me to cancel. Desperate? So I had to convince this guy to cancel, which he did but there is no confirming confirmation that it really was canceled. This is very suspicious behavior. The customer service call center I verified is in the *********** per them. I was told there is No connection to the *** only them. Here is the parent company address: *******************************************. 90245-5654. This is what I found after digging on the internet. If I get charged next month I will be LIVID!Guthy-Renker, LLC
Date: 10/30/2024
Dear ********,
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 8/10/2024 for automatic shipments with the purchase of a discounted 30-day introductory kit.
We regret to learn that you found the cancellation process difficult. Rest assured your account was cancelled by the first ******** service agent you spoke with on 8/20/24 and confirmed during your additional calls that day and the following. An automatic cancellation confirmation email is sent by the system to the email address on file. After reviewing your account, we see that that address differs from the one included with your review. We apologize if that was not received initially. Another email confirming your cancellation was sent per your request on 8/22.
We do want to ensure members are aware of all of their options and benefits available with our flexible membership program, as auto-delivery is a convenient and affordable way to receive the products; additionally, we want to ensure that ********s are able to clarify any questions at the time cancellation is processed. We appreciate your feedback about your experience, as we strive to provide only the highest quality products and service.
Sincerely,
****** *.
Contact Center Operations DirectorReview fromMeghan C
Date: 08/15/2024
1 starMeghan C
Date: 08/15/2024
************************ charged me twice a month for Perricone products that I did not order or receive. I caution you from doing busy with this company because they are a scam! And when I contacted them to work it out they were not responsive. Be warned!Guthy-Renker, LLC
Date: 10/25/2024
Dear ******,
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 for automatic replenishment shipments online with the purchase of two Perricone Cold Plasma Sub-D **** & Neck Deluxe 30-day introductory kits. The initial purchase was 4/16/24; the second on 5/11/24. Each of these included a subscription for full-size replenishment kits,the first to ship approximately one month after your initial order. Information regarding the automatic shipments is provided several places online before any personal information is entered.
The first replenishment kits were shipped on 5/18 and 6/13 as scheduled and per **** tracking delivered 5/28 and 6/20, respectively. The cost of each full-size kit was split into 3 installments to be billed over 31-day billing cycles. Due to the two subscriptions (and installments scheduled separately for each replenishment)the results were two different payments billed each month. When you contacted customer service on 8/15 your account was cancelled and the remaining balance due was cleared for the shipment (a 3rd replenishment kit) that was still in transit. Return instructions were provided.
Although your account does not reflect any returns received to present date as a goodwill gesture and an exception to our advertised 60-day Money Back Guarantee a refund has been issued for the payment received for the August shipment. Please allow 3-5 business days for the refund to post. Your account remains closed with nothing further to be shipped or charged.
Sincerely,
****** *.
Contact Center Operations DirectorReview fromELEANOR R
Date: 07/18/2024
1 starELEANOR R
Date: 07/18/2024
I only bought one package , i canceled when they told me i had purchase a subscription , they accepted my cancellation, but they keep charging every month !Guthy-Renker, LLC
Date: 09/02/2024
Dear *******,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
When you cancelled your Kind Science subscription 5/30 that stopped any additional shipments but cancelling the account does not cancel any remaining balance due for an order already received. It will continue to bill until paid in full or is returned for credit within the 30-Day Money-Back Guarantee.
Our records reflect that when you placed your initial order online 4/23/24 you purchased a full-size 90-day introductory kit with the total cost split into three monthly payments. The first payment was charged when the order was sent, the 2nd on 5/24. When you contacted customer service to cancel, information was provided regarding the full cost of your order and the payments. We apologize if you found the offer or explanation unclear in any way.
As no returns were received the final payment was billed on 6/23/24. At that time your order was paid in full.
Your Kind Science account remains closed, with nothing further to be shipped or billed.
Sincerely,
****************
Contact Center Operations DirectorReview fromCara M
Date: 06/28/2024
1 starCara M
Date: 06/28/2024
Ordered a trial, tried to cancel and was not allowed. I never got an email or any communication from the company that a shipment was coming allowing me the opportunity to stop shipment and cancel then. I was never even clear that a third party was involved and I had no customer service information, no order number, and no one to call. After calling the company of the actual product I ordered, they determined I had ordered through GR and had all their contact info. GR now wants ME to pay for return shipping in order not to be charged the 3 payments of $99.95 and have no way of either sending a pre-paid shipping label OR reimbursing the shipping charge. Frustrating customer experience all around.Guthy-Renker, LLC
Date: 07/23/2024
Dear ****,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that you contact our customer service team on 4/26 with questions about your initial Perricone Cold Plasma Sub-D order which you had just received. Your questions were answered, and you were informed of the next ship date. When you requested to cancel an offer to postpone future shipments (since you had not yet tried the products) was accepted instead of cancelling. Information was provided regarding the 60-day Money Back Guarantee. The next shipment was postponed until 6/22 with your acknowledgement.
Your full-size replenishment shipment was sent as scheduled on 6/22. The subscription was cancelled on 6/28 per your request. An offer to waive the remaining balance instead of returning the shipment was made but declined. Return instructions were provided.
As a goodwill gesture the remaining balance has now been cleared although your account does not reflect any returns received to present date.
Your Perricone Cold Plasma Sub-D account remains closed with nothing further to be shipped or billed.
We appreciate your feedback, as we strive to provide the highest quality products and service.
Sincerely,
****************
Contact Center Operations DirectorReview fromTracy L
Date: 06/24/2024
1 starUnauthorized pull from account, they have a hidden default membership with auto deducted that is not revealed. Its a shame that meaningful Beauty may be a good product but because their site apparently switched to this ************************* scam outfit at checkout I will never try it again. Word of mouth will not be good. Calling CS is a joke. Employee ************ ignored my concerns, just went by script. was ignored about getting a refund, rather a supervisor will contact me in a few days- Hmmm? I want all my money back right away, I will return the samples I purchased, I dont want whatever products are apparently being sent to me. I take the time to make a return, spend 1 1/2 hours calling CS, now time to write a review. I demand they stop charging my account, and this company be evaluated for faulty, defaulted, secretive business that has nothing to do with the products. All because I wanted to get samples of MB, my CC information has been violated, and this could be a bigger fraudulent issue than its worth- I pray that BBB steps in to protect consumers.Review fromMichael B
Date: 06/11/2024
1 starFraudulent charges on my credit card period. I can see I'm in great companyReview fromLinda W
Date: 06/10/2024
1 starLinda W
Date: 06/10/2024
This company is deceptive. I ordered a "sample" package and then received future shipments that I did not order. I finally got a confirmation of cancelling my "subscription" but received another shipment charged to my account. Emails are "blocked" and will not go through.Guthy-Renker, LLC
Date: 07/10/2024
Dear *****,
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 Sub D July 29,2023, with the purchase of an introductory kit.
We make every effort to be forthcoming regarding our promotions and offers for Perricone Sub D via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing. Information regarding the terms of the online offer and the replenishment program is provided in the shopping cart prior to any personal information being entered and also 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. We regret if you found the offer unclear in any way.
Per the terms of your purchase, the first replenishment kit was sent 8/28/23. Three additional kits were sent as scheduled approximately every three months with the last shipped 6/1/24. Per your request your subscription was cancelled on 6/13/24 as a courtesy a return label was emailed to assist with the return of your last shipment.
On 6/21, your credit card reversed the payment for the 6/1 shipment. The resulting chargeback created a credit/refund in your favor with your financial institution. Your last shipment was processed as returned at our facility on 6/25. No credit was issued as the order had already been refunded via the chargeback.
We regret if you experienced any difficulty contacting us via the phone or chat options provided at our website, as these channels have been regularly tested without issue. Please be advised if customers respond to any unmonitored no-reply promotional or confirmation email addresses, an automatic response is sent to advise of this which also provides our contact information.
Your Perricone Cold Plasma Sub-D account remains closed with nothing further to be shipped or billed.
Sincerely,
****************
Contact Center Operations DirectorReview fromJennie W
Date: 06/10/2024
1 starJennie W
Date: 06/10/2024
These are some of the worst business practice I have experienced in my lifetime.Recd and paid for trial offer. $82+ NO SUBSCRIPTION PURCHASED! My PayPal starts getting hit every month for $109+ and I had received nothing (which is correct as I did not order anything). I called them and cancelled. My account gets hit again for the same amount3 times total! And then I receive a large box from them EVEN after cancelling. With that I requested that PayPal reimburse me due to their practice of billing for a subscription (of which I have not received, or requested). PayPal reimbursed me for all charges. I returned the kit EXACTLY as their instructions state and I do have tracking details. HOWEVER I have now been turned over to a collection agency for nonpayment of the funds that were reimbursed to me from PayPal and was not credited for the return of the kit. The collection agency *** does not answer any calls. Please help. I picked one star as you are required in order to submit the review. NO STARS is what they deserve. They are defrauding the public.Guthy-Renker, LLC
Date: 07/09/2024
Dear ******,
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 Erase8/31/23 with the purchase of a special offer for a 6-piece 30-day introductory kit at 25% off the already discounted member price of $94.95. The information about the subscription, and full-size replenishment shipments, is provided in the shopping cart in bold lettering, before any personal information is entered. Before customers may finalize a purchase for any of the special 30-day introductory kit offers, they must check a box that states: "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide." Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order. We regret if you found the offer unclear.
Your 2nd shipment began processing for delivery on 10/1/23 as scheduled. Since this was a full-size 90-day Crepe Erase replenishment kit the cost was split into 3 installments to be billed over 31-day billing cycles. The kit was shipped the following day. Your account was also cancelled on 10/2 per your request. Information was provided regarding your 2nd shipment that could not be stopped by that time. Please understand that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation. They will continue to bill unless returned within the 60-day Money Back Guarantee or are paid in full. The last scheduled payment for this shipment was charged on 12/3/23 at which time your account balance was zero.
PayPal notified us of your dispute on 12/6/23 which reversed all payments received for your 2nd shipment. While these chargebacks created a credit/refund in your favor with PayPal it restored the full cost of this shipment as due and activated the auto past due billing process to send monthly notices advising of the balance.
Your account does reflect that a return was received on 2/6/24 but as the *** for that order had expired on 12/3/23 no credit was issued. When no contact was received regarding the billing notices that began in December the account was turned over to ****************** for collection on 5/22/24.
On 6/10/24,we received your call regarding the billing notice. By this time our customer service teams options to resolve this issue were limited. It was explained why the balance could not be cleared but since the account did reflect the return as an exception a replacement order was offered but declined.
As a goodwill gesture and in exception to our advertised return policy the balance has been cleared. In addition, ****************** was notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
Sincerely,
****************
Contact Center Operations DirectorReview fromDeborah M
Date: 05/10/2024
1 starDeborah M
Date: 05/10/2024
HORRIBLE experience with ***************** The service representative would NOT stop talking. He kept hedging on all issues. I had to remind him often of their 100% satisfaction guarantee. He refused to email me the directions/address for the return. He stated I will only give it to you verbally, so you will have to write it down. Almost all of my questions went unanswered. I will probably need to stop credit card payment on any transactions from their site. They do state they will "charge your credit card" anyway - so it will be best to stop all transactions. Crepe Erase has evolved into a scam operation, I would NEVER use their product or order again.Guthy-Renker, LLC
Date: 05/21/2024
Dear *******,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We apologize if you were treated less than professionally by any member of our staff. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
Regarding your request for an email with return instructions, such requests have to be forwarded to our support team to fulfill since an agent on the phone would not have the option to send an email at that time. Return directions are always included on the invoice enclosed with a shipment and can also be found on our website.
Your account was cancelled per your request on 5/10/24. Your return was received on 5/15 at which time a refund was issued, and the remaining two payments scheduled for your 2nd shipment (the full- size replenishment kit) were cleared.
Rest assured your Crepe Eraseaccount remains closed. Nothing further will be shipped or billed.
Sincerely,
****************
Contact Center Operations Director
Guthy-Renker, LLC is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.