When I ordered Crunchless Abs, I only wanted the first DVD, but the second package with the Essential Boost arrived before I sent them an e-mail requesting the Account be closed.
On 2/26/08 I sent the e-mail requesting that the account be closed. The company waited 9 days before responding to it, to give them time to send out an additional package.in my e-mail requesting that my account be closed, I used my full name, and an order number-that they had used. When they finally responded, they claimed that the e-mail didn't give them sufficient information to close the account. I know this is a lie, because I'd sent the request on one of their invoices to me. They should be able to recognize their own invoice.
By the time I had sent a return e-mail with the additional info that they claimed they couldn't process my request without, they sent another package.By this time, I was angry. I knew that they had just used the delaying tactics in order to steal more money from my bank account. And the funny thing is, although I DID pay for the initial DVD with my credit card, I do NOT recall giving Crunchless Abs permission to raid my bank account at will.
At this point I began sending e-mails demanding my money back. I told them that as soon as the second package was received, I would return by USPS, and I wanted my money returned at that time. After several e-mails from me, they promised to "escalate" the refund. As soon as the second package was received, I returned them via USPS, with Delivery Confirmation Service.
On Friday, the 21st of March, I received a phone call from a company representative telling me that as soon as they received the packages, I'd receive my refund as my request/demand had been moved up to "expedited" because they were admitting it was their fault for sending the packages AFTER I requested the account be closed. This person, Veronica, I think, promised I'd have my money as soon as they had the packages. I asked her about the company refunding the money I had to spend on postage because of their error. She said she didn't know, and said that I needed to talk to Customer Service and she gave me the 800 number.
When I called Customer Service, the first person I spoke to was Melissa. All she would say, over and over was... Yes, you are going to get a refund, and I said, I know that, what I want is my postage money refunded, as it was your company's mistake. She kept saying... We don't pay for return postage. She tried to tell me that it wasn't necessary to pay for return postage, that they did if the customer refused the package, and I told her that no, that was not true, I'd asked at the Post Office, and they had told me that wasn't possible because of the way Crunchless Abs and Essential Boost are shipped. I told her several times that they owed me the postage, since they were at fault. I asked to speak to a supervisor, but Melissa stated that there were NO supervisors at the Call Center at that time. I told her that I didn't really believe her, that Call Centers aren't left without Supervision, and I wanted to know when a Supervisor would be available. She relented and told me that her supervisor, Max would be back in about a half hour.
When I called back the Customer Service Operator who answered was Elizabeth. She stated that yes, my refund was going to be expedited and yes, my postage would be refunded. She asked how much it was, and I told her that one package was $5.03-Crunchless Abs and the other was $3.75-Essential Boost. She told me to fax a copy of the receipt to 818-442-0186 or mail it to 7850 Ruffner Ave, Van Nuys, CA 91406. I had it faxed to them on Monday, March 24.
On Monday, I checked and learned that both packages had been received by their warehouse, one on the 21st and one on the 22nd, so I called and asked about my "expedited" refund. They asked for the USPS confirmation numbers, and agreed that yes, they'd received them and I'd receive my refund in 7-10 days. I asked, what's expedited about that? And what about my postage? It was faxed to you this morning. I again got the run-around that maybe they do and maybe they don't pay for the return postage.
I've been calling them daily and getting the same answer, until today. First I spoke to an Operator named James. He kept saying that it was "in process" and was absolutely no help at all. I finally bugged him enough that he relented, after the speech about there being no supervisors available and being told that I don't mind waiting on hold until one is available, transferred me to a Supervisor who's name, I believe is Froi? This person promised I will have my money by the 28th which is tomorrow, but I'm not going to hold my breath.
I have told several of the operators that we are going to become very good friends until I get my money. I will be calling on a daily basis to "expedite" my refund. As I told them, it probably took them five seconds to raid my bank account, so why is it taking them five days to return the money?
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