The first week of July, I saw a paid advertisement on channel 341 the TV Superstore. I went to the website and was was planning on purchasing the 6 week body makeover. I had the items placed in my shopping cart, had entered my billing information and came to the step of reviewing my order prior to actually submitting the online order. At this point I saw that $37.95 alone was in shipping charges and decided that I could not justify the expense. So I backed out my billing information, and did NOT click on the submit order button, and I then closed my web browser.
On 07/09/05 I noticed an unauthorized charge on my credit card made by this company. I promptly called to resolve the matter and spoke to a Customer Service Rep named Angel and explained the above. Angel advised that there was an ongoing problem with the web program; and that at some point the order is automatically placed and that her company was looking into the problem. Angel also advised that they had many other customers who had experienced the same problem. Angel offered to give me a return authorization code and advised that I would receive a refund for the merchandise only, further stating that her company would not refund the $37.95 in shipping charges for the items regardless of whether I had ordered them or not. After I voiced my dissatisfaction and astonishment with that policy, Angel offered me a discount on the products sent by eliminating the last three of six installment payments. Which I reluctantly accepted since it appeared I was going to be out $37.95 regardless.
A few days later I received the items. I opened the boxes to confirm that what was billed was indeed what was sent, however, I did not open or break the seals on any of the plastic/shrink wrapped items. I decided not to keep the items as it appeared a gimmick.
On 07/18/05 I spoke with Mauricio/customer service rep and requested a return authorization code. Mauricio advised that I could not return the items. When I asked why when they advertise a 6 week money back guarantee, he stated that because I got a discount on the items all sales were final. He further stated that Angel had advised me at the time I was offered the discount that the sale would be final. However, be assured that if I had been advised that by accepting the offered discount I would be waiving my right to any warranty or return guarantee I would NEVER have agreed to such an arrangement. I was never told.
On July 27 in an effort to resolve this matter, I wrote a letter to the company asking that they send me a return authorization code, a prepaid mailing label and that upon receipt of said merchandise issue a full refund.
On August 8 a message was left on my answering machine from Brian or Brent stating that they had received and reviewed my letter and that they would not take the merchandise back because I had received a discount and had been advised that the sale was final.
Kelly
Saint John, Washington
U.S.A.
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