1-800-patches
Ripoff fraudulent billing heavy charges

Dear Sir/Ma'am,
Subj: Customer Complaint regarding Arctic White Product Trial from 1-800-patches.

This is to bring to your notice my disappointment with the Customer Service at 1-800-patches and the negligence which I have encountered from the customer service representatives who were supposed to help the customers ordering free trials from your company.

I have ordered a free trial of Arctic White from 1-800-patches.com website. It was stated that the free trial period is 14 days and that a shipping fee of $7.99 is non-refundable. On the 19th of December, a sum of $7.99 is debited from my account to this effect. They said that an email confirming the shipping of the product would be mailed to my account. But I received only confirmation of the order and no confirmation of the shipping date.

All the free trials that I have ordered and used till now allow the customers a free trial period from the day the product is in their hands - not when the product is on its way to the customer. The product is shipped on Dec 16th and I received it on 23rd of December during which time I was on vacation with my entire family in California for Christmas and New Year's Eve. I guessed that your product might have reached my house in Wisconsin and that I should cancel it because I did not get time to check out your product. I did not even open the package.

When I returned to Wisconsin on 31st December the first thing I did was to see the package on my door step, noted its delivery date and tried reaching the customer service. But it was already late in the night and I met with no luck. Customer Service was closed on Jan 1st 2005 and I could reach your Customer Service only on 2nd Jan. My troubles and disappointment began with that.

Your Customer Service did not try to understand what I was talking about. They said in no uncertain terms and with certain blatantness that my account will be debited for a sum of $84.99 - for a product which I did not get to try out, and which I am not interested in retaining. They blamed me for not contacting them within 14 days. I tried to explain to them my situation and requested them several times to put their feet in my shoes.

I was not the controller of USPS delivery time to me. And a Free trail to the customers always means that he/she will get to try it out for the number of days the Free Trial is promised. How much ever I argued with them, they turned a deaf ear to my situation/pleas/yells/requests and said that it is "Policy" and the President also would tell me the same if I got to speak with him. I told them that the product is not opened even from the box and that I could return it to them to avoid being charged but none understood my situation.

In fact one of your customer service representatives reported sarcastically that the whole room can hear my yells. Maybe they did not think that $84.99 is worth the yelling, but I did. What could I do, when all other possibilities - explaining, requesting - everything did not yield results. I had to resort to the last step - yelling.

I remained helpless - charged unreasonable for a product which did not give enough time for me to try out. I do not consider $84.99 to be a small amount and it is hard-earned money. This money is forcefully taken out of the customer who did not open the product, who did not get time to use it, and who does not want to use it, but send it back to you.

When you, 1-800-patches, do not practically understand the customers and their questions, inquiries, feelings, then I am not sure if your company will bear a good-will among your customers base. For an average customer like me, $84.99 is hard earned and not an easy money to part with. If I had opened the product, used it, then I would not be complaining like this. But the product itself has reached in my absence and I did not see it until I landed on my doorstep on 31st December and that 7 days have already gone into the delivery of this product and that I had the remaining "absent 7 days to try it out". And the first thing I did is to call them - on 2nd of Jan.

According to your "Terms & Conditions", the free trial is from the day of original shipment, which means that my trial period started BEFORE I actually laid my hands on that product! Already seven days have elapsed in the trial period. Do I have control over the time the USPS takes in delivering the product?

Your Customer Service is poor, not understanding and reasonable. It appeared to me as though they are bent upon debiting the amount of $84.99 in any way, which they did. They are not concerned, and what they all wanted is money. After so much of fight, they gave me 25% discount, but still I am not satisfied. I still did not open the product and am hopeful that you will understand my situation, allow me to return the product intact to you and give me my hard money back. If it satisfies you at all to see your customer begging you, then I beg you, very much, to return my money back and allow me to return the "original" product to you. I have not opened it, I have not used it at all and I am going to send you just as you have sent it to me. You can use that as you would use any other for sending to your new customer.

I am tired of speaking to your customer service representatives, who do not have even an iota of understanding, care and concern for the customers. So I am writing this to you, to let you know of my hapless situation and my miserable, tiresome experience with 1-800-patches. I am requesting you, pleading with you, begging you to return my money back and allow me to send your Original product to you. This will help very much in increasing good will among your customers.

Customers have lot of access to information these days.information is powerful. A customer not bearing a good-will towards a company will try to let the other customers know and share experiences. That is not good for the company. I am sure, as a company, you know this. I am requesting you again, please give me my money back.

please do not discard this complaint letter from the customer. Looking forward to hear from you,

Thanks,

Aparna
Waukesha, Wisconsin
U.S.A.

Company: 1-800-patches
Country: USA
State: Utah
City: Salt Lake City

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