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
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Review fromSuzanne S
Date: 05/03/2024
1 starSuzanne S
Date: 05/03/2024
Horrible experience with Crepe Erase. Thankfully I was able to cancel my "subscription" but still no refund. So, I'm letting my credit card company handle the refund.Guthy-Renker, LLC
Date: 05/15/2024
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 Erase 1/31/24. Your 2nd shipment, a 90-day replenishment kit, began processing for delivery on 2/29 as scheduled. Per your request on 3/1, your account was cancelled. Information regarding the shipment already processed, and the 60-day Money Back Guarantee available, was provided at this time, as orders that have already processed at the time of cancelation cannot be prevented from shipping:they will be sent and will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee. Return instructions were provided.
We received your phone inquiry regarding your refund on 5/3. With the tracking number you provided it was confirmed that the return had been delivered, but to an incorrect address which explained why your account did not reflect any returns or refunds. A refund was issued at that time and the remaining balance clear.
As we strive to provide only the highest quality products and service, we regret to learn your experience with us did not meet that expectation: we would like to apologize for any frustration you've experienced as a result. Please rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
Your Crepe Erase account remains closed with nothing further to be shipped or billed.
Sincerely,
****************
Contact Center Operations DirectorReview fromEileen S
Date: 05/02/2024
1 starEileen S
Date: 05/02/2024
Im trying to cancel an order and not allowing me to.Guthy-Renker, LLC
Date: 05/15/2024
Dear ******,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that your Crepe Erase account was cancelled per your request on 5/2/24. Your 2nd shipment had already begun processing for delivery the day before (5/1). By the time we received your cancellation request that replenishment kit could not be stopped and was shipped. Every shipment is covered by a 60-Day Money Back Guarantee. Simply return the product(s) - even if empty - within 60 days of receipt, for a full refund of your purchase price (minus shipping and handling) by following the instructions on the shipment's invoice,on the website or contact customer service for assistance.
Since this shipment was your first full-size replenishment kit, the total cost was split into 3 monthly payments;the first payment was charged when the order shipped. As a gesture of goodwill, the remaining two payments scheduled for **** and July have been cleared prior to the receipt of your return.
Your Crepe Erase account remains closed with nothing further to be shipped or billed.
Sincerely,
****************
Contact Center Operations DirectorReview fromKevin C
Date: 04/14/2024
1 starKevin C
Date: 04/14/2024
My wife tried to cancel her order of crepe erase because the advertised deal was only good if you took a subscription. My wife wanted to try the product before she took a subscription. The woman threatened her that we already have your credit card number and you will be charged anyway and the hung up. Sounds like a real film glam company Beware!Guthy-Renker, LLC
Date: 05/02/2024
Dear *****,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We apologize if your wife was treated less than professionally by any member of our staff. We would like to review her experience and call but unfortunately, we are unable to locate a Crepe Erase account that matches any of the information you provided. Please provide the name and email address that was provided with your wifes initial order and if available the account/order number in a email to ***************************************************************. Once we locate her account, we can better address your concerns. Thank you for your understanding in this matter.
We appreciate your feedback. Just to note, we do offer the ability to purchase Crepe Erase products without a replenishment account. However,customers who choose to place one-time orders are only offered our retail prices. We also make every effort to make our promotions and offers on the website and by phone as clear as possible. Any online offer that includes a subscription provides information regarding the automatic replenishment shipments 3 times before the order can be submitted. Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase including our no-commitment auto-replenishment program. To complete the order a customer clicks on place my order; at any point in the process prior to clicking that button the order process can be stopped and a shipment will not be sent. But once an order is placed and downloads into our customer service system it quickly begins processing for delivery. Once an order has begun to process for shipment it cannot be stopped. Every order is back by our 60-Day Money Back Guarantee.
Sincerely,
****************
Contact Center Operations DirectorReview fromsusan s
Date: 03/30/2024
1 starsusan s
Date: 03/30/2024
This company runs a scam! I ordered promotional kit & received it 5 weeks ago. This week, I received 2 more kits 3 days apart! which I did NOT order. Called customer service twice yesterday. First lady was rude and was obviously reading from a card as I was trying to explain the issue. When I asked to speak to manager, she put me on hold & cut me off. I called back & the gentleman was also not helpful. Said I should receive box every 3 months - I didn't realize it was a subscription- and when I asked to speak to manager, he told me he would "escalate" the **************** would call me back! Both had very thick accents & were difficult to understand.Guthy-Renker, LLC
Date: 04/22/2024
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 Erase 2/20/24 with the purchase of a 5-piece introductory kit. 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.
We make every effort to make our promotions and offers for Crepe Erase as clear as possible via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing. As part of the initial purchase, customers who order an introductory kit offer are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership. This information is provided in the online shopping cart order summary -in bold print- prior to any personal information being entered. Before customers may finalize an online order, they must check an empty box that states they agree to the provided terms of the purchase. 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.
Our records reflect that you enrolled online for automatic shipments of Crepe Erase 2/20/24 with the purchase of a 5-piece introductory kit which was shipped that day. Your 2nd shipment (a full-size 90-day replenishment kit) was sent 3/27/24 as scheduled with the total cost split into 3 monthly installments. On 3/29 when you contacted us about receiving 2 shipments in March a request was submitted for a callback from our support staff since your account indicated only one replenishment shipment sent in March. On 4/1/24 our records indicate that you spoke with a supervisor who advised you to return one of the recent shipments for a refund and keep the duplicate shipment since you had not been charged for it. In addition, a pre-paid return label was issued to assist with the return of this shipment at no additional cost to you.
Although we have not yet received your return the remaining balance has been cleared. Once the return is received and processed a refund will be issued.
Your Crepe Erase remains closed with nothing further to be billed or shipped.
Sincerely,
****************
Contact Center Operations DirectorReview fromCate R
Date: 03/23/2024
1 starCanceling a membership is absolutely impossible. Disconnected from chat mulitple times and callng got transferred, disconnected.Review fromRegina P
Date: 03/17/2024
1 starRegina P
Date: 03/17/2024
This product does not work and cancelling is a nightmareGuthy-Renker, LLC
Date: 04/01/2024
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 placed your first introductory order 1/15/24 and the first full-size was shipped about a month later, as scheduled.
Even though it may seem like your crpey skin appeared overnight, it took years to get that way. Results vary per individual when using Crpe Erase, so we encourage customers to be patient and consistent to allow the product time to take effect. You may see instant results, or it may take up to 60 days. Crpe Erase users usually experience skin that looks firmer, smoother and younger within the first 30 days of use.Either way, if you are not satisfied for any reason, you can simply return the product(s) - even if empty - within 60 days of receipt, for a full refund of your purchase price (minus shipping and handling).
Your account was cancelled 2/15 per your request. We regret to learn that you found the cancellation process difficult. We do want to ensure members are aware of all of their options and benefits available with our flexible membership program 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.
As a gesture of goodwill, the remaining balance due for your 2nd shipment has been cleared. Your Crepe Eraseaccount remains closed, with nothing further to be shipped or billed.
Sincerely,
****************
Contact Center Operations DirectorReview fromCindy F
Date: 03/07/2024
1 starCindy F
Date: 03/07/2024
I am writing to complain about Crepe Erase. It is difficult to cancel subscription service and I will have lost ~ $170 ultimately. They provide no easy way to cancel or get the 60 day money back guarantee. The product itself I found no better than drug store product making it extremely over priced. Very deceitful company and just keep trying to sell you more product after telling them you did not like the product at all. Zero stars!Guthy-Renker, LLC
Date: 03/15/2024
Dear *****,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We regret to learn that you found the cancellation process difficult. We do want to ensure members are aware of all of their options and benefits available with our flexible membership program and to ensure that customers are able to clarify any questions at the time cancellation is processed. Customers can request cancellation via,phone, LiveChat or email.
Our 60-Day Money Back Guarantee is very straightforward. Simply return the product(s), even if empty, within 60 days of receipt, for a full refund of your purchase price (minus shipping and handling). Return instructions can be found on the website, the packing slip/invoice enclosed with each shipment and/or by contacting our customer service team.
Our records reflect that you enrolled for automatic shipments of Crpe Erase on 2/2/24. Your 1st full-size replenishment kit was shipped on 3/6/24.
Per your request on 3/7, your account was cancelled. Information about the shipment in transit and return instructions were provided. As a courtesy and exception to our advertised return policy, a refund was issued prior to the receipt of your return.
Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
Sincerely,
****************
Contact Center Operations DirectorReview fromGlenda J
Date: 02/07/2024
1 starGlenda J
Date: 02/07/2024
I was a faithful customer of the ******************** products for approximately 2+years. After using it for this long, I realized that the product was not doing what they advertised it to do. I stopped my subscription after paying the last payment. I then got a call, a few days later from someone at Crepe Erase, asking me why I cxed etc. I told her and she offered to send me a product, free of charge, that was guaranteed to work. I told her I did not want to purchase anymore Products because they are not working on my Black skin and maybe its just designed to work better on Caucasian skin. She assured me it works on ALL SKIN and to let her send me the FREE PRODUCT to try. I hesitantly agreed. Of course it did not work and I figured that was that. Months later I Recieve a Bill for $66.00 saying I owe them for products. . I called them and explained all of the above to them. I again received a Bill and later it was sent to Collections. I will not be scammed, bullied or become a victim of fraud by Crepe Erase for something I never ordered. They will not get a dime from me. I encourage anyone to Beware of Crepe Erase unless you really love it and it works for you. They will do it again and this is probably a Normal tactic of theirs. I hope BBB can help with this issue but I will never do business with a fraud based company like this again.Guthy-Renker, LLC
Date: 03/04/2024
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 enrolled online for automatic shipments of Crepe Erase on 6/18/21. We received a request to cancel your account on 2/9/23. At that time, you had received a total of three shipments, the most recent 1/5/23. Our records indicate that after discussing your reasons for cancelling with a customer service representative, you accepted a complementary product to try and a postponement of future shipments instead of cancelling. The complementary product was sent 2/10/23 and your next shipment postponed until 6/30/23. You were informed that there was one remaining payment scheduled for the January shipment then no additional charges until the next order was shipped 6/30.
On 3/9/23 we received your call inquiring about your balance. Confirmation was provided that the recent payment was the final one for your last shipment so there was no balance due at that time. Also, that the 2/10/23 shipment had indeed been sent at no cost and your account was still active with the next shipment postponed until 6/30/23 when shipments and billing would resume.
On 6/30, your 4th shipment began processing for delivery as scheduled. We received an approved payment authorization for the 1st installment for that shipment from PayPal at this time. The order was sent but when we attempted to finalize the previously approved payment the request was declined by PayPal. This activated the past-due billing process to send monthly notices advising of the balance due for this shipment.
We receive your written correspondence regarding the billing notices on 2/4/24. On 2/9/24 a member of our corporate escalation team contacted you in response to your inquiry. Your account was cancelled at that time and as a goodwill gesture the remaining balance was cleared.
Your Crepe Erase account remains closed with nothing further to be shipped or billed.
Sincerely,
****************
Contact Center Operations DirectorReview fromLauren H
Date: 02/05/2024
1 starLauren H
Date: 02/05/2024
My wife ordered the trial of Perricone MD on 11/27/23 and our PayPal account was charged $74.85 which was paid to Guthy Renker. The email receipt however came from Perricone MD. On 12/01/23 she called Perricone MD and cancelled any future orders and the membership. She spoke to ***** in Customer Service.On 12/01/23 she received and email from Perricone MD saying the account was successfully cancelled.On 12/02/23 I received and email from Chase Fraud Alert saying an order for $336.86 was trying to be charged to our Chase credit card by SP SUB-D PERRICONE/GUT. This shows that Perricone MD and Guthy Renker are tied together in the marketing of this product. This charge never went through.On 12/27/23 we received another charge on our PayPal account of $237.35 paid to Guthy Renker.On 12/31/23 I entered a chat at 12:43pm EST with a bot named ***. The issue was then passed off to an Agent by the name of *****. I have the entire chat log in which he said he was cancelling the membership and any future orders. He instructed me to return the order to:Perricone MD Returns *************************************************************** He said it would take **** days to receive and process the return. We would then be credited back for the $237.35 we were charged for.On 01/05/24 I sent the unused/unopened products back to the address listed above via the ***** The package was received on 01/09/24 at 2:11pm in ********* ** and signed for by ***************************** at Perricone MD Returns **** ***********. ********* ** 43125.It is now 02/05/23. We still have not been credited back to our PayPal/bank account for the return. When my wife called, they say they are not affiliated and we have to contact Guthy Renker. This is a predatory business practice, and unethical. It is very frustrating that Guthy Renker will not take ownership of returning out money. It is frustrating that Perricone MD will not follow up with Guthy Renker when they are clearly using them to market the product.Guthy-Renker, LLC
Date: 02/29/2024
Dear ******************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that your wife enrolled online for automatic shipments of Perricone Cold Plasma Sub-D with the purchase of Face & Neck Firming Duo introductory kit on 11/ 27/23. Per the terms of your purchase, the first replenishment shipment was sent on 12/27/23.
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 who purchase a Perricone Cold Plasma Sub-D are enrolled in the member program and informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.
On 12/ 31/23, per your Live Chat request the account was cancelled. Information was provided regarding the 2nd shipment in transit and return instructions. Our records do not reflect any calls received from the phone number provided with your order nor any other contact received in reference to this account before 12/31. As we stated in our response to your BBB complaint, Perricone MD products are also available via multiple retail stores, online at www.perriconemd.com, and via QVC - all of which maintain separate customer databases and offer automatic replenishment options but would not have had access to account information for membership orders placed at www.subd.com. If your wife also had a replenishment account tied to a purchase from www.perriconemd.com she would have received a cancelation notification on 12/1 as you stated regarding that subscription. But that request would not have impacted any purchases from www.subd.com. We regret any confusion or frustration that resulted when you initially contacted Perricone MD requesting cancellation.
Your first replenishment shipment of Perricone Cold Plasma Sub-D was refunded in full on 2/5/24. Your subscription with *********************** remains cancelled with nothing further to be shipped or billed.
Sincerely,
****************
Contact Center Operations DirectorReview fromAlayne W
Date: 02/05/2024
1 starAlayne W
Date: 02/05/2024
I am writing to complain about Crepe Erase. It is a difficult to cancel subscription product service and I will have lost ~ $100 ultimately. They provide no visible way to create a paper trail for customer service resolution. It is all by phone. The "chat" feature is not operational and there is no email address to contact them. Thus, whatever the phone agent discusses with the customer is not verifiable from the consumer end of it. The product itself I found subjectively no better than drug store product making it extremely over priced.Guthy-Renker, LLC
Date: 02/29/2024
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 Erase on 7/10/23 and received a total of four shipments (one being a complementary item). The most recent, a full-size replenishment kit, was sent 1/5/2024 with the cost split into three monthly payments. Per your request, your account was cancelled on 1/12/24. Information was provided regarding the remaining balance for your last shipment and return instructions as orders that have already been shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
We regret though to learn that you had difficulty contacting us recently as our website offers multiple options to contact us via phone, or chat, which are tested often without issue. **************** can also be reached via ********************************; also, that you found the cancellation process difficult. We do want to ensure members are aware of all of their options and benefits available with our flexible membership program, as auto-delivery is a convenient and affordable way to achieve and maintain your skincare goals; additionally, we want to ensure that customers are able to clarify any questions at the time cancellation is processed.
Results vary per individual when using Crpe Erase, so we ask customers to be patient and allow the product time to take effect. Even though it may seem like crpey skin appeared overnight, it took years to get that way. Some customers may see instant results, or it may take up to 60 days. Crpe Erase users usually experience skin that looks firmer, smoother and younger within the first 30 days of use when used twice daily as recommended.
Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance due for your last shipment has been cleared prior to the receipt of your return.
Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
Sincerely,
****************
Contact Center Operations Director
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