My husband (against my better judgement) ordered the Carleton Sheets program in November. After reviewing about half of the material, he decided that it wasn't really something he could do, and decided to send the package back. He called about a week before his 30 day trial period was up. The woman that he spoke to gave him a 7 digit return reference number, and told him that he would be sent the packet he needed to send the material back. (Unfortunately, we cannot find where he wrote down the number.) About 2 weeks after that, our debit card was charged for the price of the program.
Joe (my husband) called the bank to try and dispute the charges, and then called the Carlton Sheets people. The bank told him that they would issue a temporary credit while they researched the matter, but could not give him a refund unless the CS people agreed to refund the money. When he called the CS people, he was told that they would take care of the matter. He needed to fill out a form for the bank to dispute the claim, and needed to indicate who he had spoken to. He didn't remember her name, so he called the CS people back. He was hung up on 5 times before he gave up.
This morning the bank reversed our credit. When Joe called the CS people to dispute the issue, he was told 1) that there was noone working there by the name of the last person he had spoken to, 2) that the reference number he had been given was bogus, 3) that there was no record in their systems that he had EVER called to return the product, (she actually at this point flat out told him that he had never called them before), and 4) that his 30 days was up, they would not refund his money, and he may as well keep the system. She would not let him speak to a supervisor, and would not give him her last name. When I called back a few minutes later to SIMPLY GET THE COMPLETE NAME AND ADDRESS OF THE COMPANY (so that I could file a report with the Better Business Bureau), the girl I talked to was EXTREMELY rude to me. She told me that she could't give me any information without accessing our account, and even then she refused to give me the information I needed, telling me that I needed to get it from the back of the box, and that if I wanted to continue to dispute the charges I would need to do it in court. She also said that they don't send out anything to return the packages; so basically everything that we were told when we originally tried to return the program was refuted by someone else when we tried to actually get our money back.
I have no doubt that their "customer service reps" are probably trained to not process return requests; the majority of people, when faced with the choice of a court battle or just sucking up the cost of unit, probably opt for the easier way out. I intend to file a report with the Better Business Bureau. Hopefully I'll be able to get our money back.
Shelby
Old Hickory, Tennessee
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