My husband and I signed up for a FREE trial of Sensa weight loss product on March 10th. It was a 60 day or 30 day free trial the fine print was not clear but the following happened within 30 days. We paid 7.99 each shipping and handling. After seeing a charge for $89.95 on my account on April 9th (not even 30 days into my free trial) I called on April 10th to cancel both my husbands and my account. Something didnt seem right.
The customer service representative said he canceled my account and then he said I we hadnt paid for my husbands I told him no because we didnt want the product and we were canceling before the end of our free trial. He told me we would have to send the product back if we didnt want to be charged. I questioned this as it was a free trial and if we had used
the product why they would want it back.
He said it was a free trial not a free sample and that we needed to send back the product or the empty containers so they could recycle them, after much debate about why I had to send it back at my expense I agreed we would send
back both of our products. The product had to be postmarked no later than 7 days after the phone call. He said I needed an RMA # to authorize the return. He gave me 1 RMA# and the address to send the products back to.
We sent the package pack on April 17th all of the product from me and my husband in one package. Then on April 27th we noticed that another $89.95 was debited from our account. We tried calling on Friday but they were closed. Monday morning April 30th we called and talked to a representative named Eddie. He pulled up my account and saw that I called and canceled both the accounts on April 10th. He discovered that only one RMA# had been issued and that was to my husbands account. He told me we had to have two RMA#s issued, one for each
account.
I told him the guy I talked with on April 10th did not issue me two RMA#s and didnt even mention or clarify that I needed two RMA#s even though he knew very clearly we wanted to cancel both accounts and return both products. Eddie said he would go investigate and put me on hold. He came back and told me they had received the package (which our USPS tracking number said they received on April 19th at 11:10am) and they would were in the process of crediting us back the one amount of $89.95. I told him no we returned both products and wanted both refunded and he said they could
only refund the one and since I had already paid for the other the only option they could give me was to resend me out the product.
I said no I canceled before my trial was up and that the mistake was on their part not mine. He continued to argue with me and talk over me and I asked to speak to Eddies supervisor. I had to ask several times before Eddie would get his supervisor for me. After several minutes of being on hold (I learned they were listening to the recording of my first conversation when I first called into to cancel), Eddies supervisor finally got on the line Albert. Albert listened to me and and told me over and over again that he understood what I was saying but that they have a policy to follow and because I wasnt clear in my first conversation when I called to cancel that the first customer service rep thought I just wanted to
send my husbands product back and not mine.
I asked him if that made sense seeing as I canceled both accounts, and he had no good answer for me. He said all they could do was send me out the product because I had already paid for it. He said I did not follow procedure and have two RMA#s. I asked how I was supposed to follow procedure when his guy was the one who screwed up and didnt
give me the right information in the first place. He said I wasnt getting my money back so we were just talking in circles. I asked to speak to his supervisor he said he didnt have one. I asked who he reported to and he said there wasnt anyone else. I asked him who his boss was.
Eventually he told me he had a manager but I couldnt talk to them they were unavailable. I could go online to trysensa.com and contact the manager there if I wanted to contact a manager; I asked why I couldnt talk to his manager now
he said they were all in a meeting. I asked for the managers phone number or voicemail so I could talk to them later or leave a message he said the only way I could do it was online. All of this was done with him talking over me and not
giving me a straight answer to any of my questions and blaming the entire situation on me, that I didnt follow procedure a procedure I was never informed of. I wasnt getting anywhere and the conversation ended that I could contact whoever but I wasnt getting my money back. It was an error on their part and they did not give me the right information and they have all
their product back and they know because they received the package, I did what I was originally told and followed their directions, I should not be penalized for their customer service mistake. It is a complete fraud! Diabolical customer service!
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