I purchased this product for a family member who was in extreme back pain. I purchased it online and read the return policy. I thought it was extreme but I did purchase it anyway. What ended up happening is the product had no noticeable effect according the family member who used it; so of course, I wanted to cancel the '30day trial' before the next billing.
The package receipt had no contact info for the company, save the physical address. I searched online and actually had a hard time locating it again. (I had purchased it through an online link) I finally located it on the day I was charged for the second shipment. I contact the company that billing day thru email as it states is the only way to start processing a return. You cannot do a 'Return to sender' with this product; have to receive a RMA#. The product is not in my possession but I have to wait to receive it then go thru hoops to return it meaning: I have to to not open the package but basically put it in another container/package and include my name, address, rma#, date of purchase, and email address for them to process the return properly. I cannot just put the RMA# on the package.
According to the return policy there is a 7 day 'grace period' but this occurs BEFORE the 30 day trial is even up. So if you cancel after that so-called grace period, you are assessed a 30% restocking fee as well as an unexplained $6.95 fee. What happened is I am charged $54.90 for the next month's shipment and refunded only $28.01. They kept as a 'fee' $26.89, curtly explaining the return policy in the return email to me. I did the math and they kept more for their fee.
Why do I feel this is wrong-besides the math - though I read the purchase agreement before purchasing? I believe that if it is a true 30 day trial, then you have 30 days to test it. They say it on the receipt for the package that "Clients report noticing a difference in as little 72 hours, and others it can take longer to overcome the (essential EFAs) deficiency." They offer no guarantees or warrenties, it's 'as is' as supplements go. They said right before that statement that "If you are extremely deficient is these essential EFAs then it may take time in order to notice the effects." If anyone else is as conscious of grammar mishaps as I am, you'll notice that they messed up with that last statement, 'is' vs 'in' as well as in the first statement neglecting to use 'as' before the '72 hours'. I typed it exactly as it appears on the receipt from the trial package. Typically, that is a red flag. Anyway, that being the case, the grace period should allow for the day of billing. Most legitimate companies with trials will process a refund, especially if a cancelled product has just been billed and/or shipped, not yet arrived.
Also and most importantly, contact information should be readily available to request a refund correctly. I explained all of this to them and offered to fax the receipt I received that showed no way of contacting them. What I got in return was several curt responses from apparently the only customer service representative they have, who basically copy and pasted the return policy with every email response I received from them. I am in the midst of speaking with my bank regarding the difference for the full refund.
I will also post this onto the BetterBusinessBureau website as well. I believe this company has illegitimate business practices and certainly ones that would inhibit the growth of its consumer base. This company believes that its product sells itself and that their business practices can be sub-par.
0 comments