I ordered MiracleBurn on an autoship program. After two months, it wasn't working and I was diagnosed with a medical disorder. My doctor recommended that I not take the product any longer as it may counteract my prescriptions.
I went to the Urban Nutrition website and used their cancellation form to cancel the autoship. I did not receive an email confirmation, and no one contacted me to state that there was a problem with the cancellation. I did get a pop-up window upon cancellation offering me 50% off if I would continue the autoship program.
However, I still received another shipment. I immediately returned it unopened, and sent another email through the Urban Nutrition contact form stating that I had cancelled and wanted a refund upon receipt of the product.
I received a reply back from Tisha, an Urban Nutrition customer service representative, stating, "I apologize for the inconvenience. The auto ship has been cancelled. Please return to sender the last shipment for a refund. If you need further assistance, please feel free to contact us."
Two weeks later, I still had not received my refund, so I again used the website form to ask: "I returned 2 unopened packages almost two weeks ago and have not received my refund. When will you credit my account?"
I received a response from Monique stating, "We received your email and reviewed your account. You are not entitled to a refund as per the terms and conditions that you agreed to when you signed up for the trial. One of the shipments that you last received was a duplicate order and you were only charged for one of the packages."
My reply: That is not correct; I received 3 shipments totaling 4 packages of product and was charged for 3 shipments. One of those 4 packages was a free trial which was offered to be shipped with the next autoshipment with no addtional shipping charges. I have copied and pasted the charges from my debit card statement and detailed the shipments below.
The first shipment was the free trial of MiracleBurn. I was charged $6.95 on 9/8/06. I do not dispute this charge.
09-08 06:25: 30
Settlement
URBAN NUTRITION, L 800-515-1070 NJUS
$-6.95
The second shipment was for a regular shipment of MiracleBurn under the autoship program. I was charged $46.90 on 9/23/06. I do not dispute this charge.
09-23 05:42: 47
Settlement
URBAN NUTRITION IN 800-5151070 NJUS
$-46.90
One of the packages in the last shipment WAS a free trial; I returned that at the same time as the 3rd package of MiracleBurn. I was charged $46.90 on 10/22/06. This is the charge for which I have requested a refund. I had to discontinue use of all non-prescribed products as I was diagnosed with Polycystic Ovarian Syndrome and my physician ordered me not to use anything else as I am now on Metfornin to treat that condition. I cancelled my autoship on 10/18/06, but was still charged for the third shipment. IF there was an issue with cancelling the autoship I should have been notified, not just charged.
10-22 05:50: 04
Settlement
URBAN NUTRITION IN 800-5151070 NJUS
$-46.90
Therefore, I have been charged for 3 shipments and returned the third shipment, which also contained the free trial product. As I didn't open the packages, I do not remember what the free trial item was.
I have kept all correspondence concerning this matter, and do not wish to continue arguing with your company over the fact that you refuse to refund me, even though you have the product in perfect, resaleable condition back in your possession - product that you shipped and charged me for AFTER I cancelled the autoship program. However, if I need to I will as this is not right and is not an acceptable way of doing business. You shipped product to me AFTER I cancelled the autoship program; I returned it to you. Your website states that the autoship program can be cancelled at any time; it does not say anywhere that there is a required number of days before the next shipment that the autoship must be cancelled.
Please credit my account for $46.90 immediately. I do not cheat anyone, but get very upset when someone tells me that I am incorrect when I have the proof to back it up. Please review YOUR records more closely and you will see that there were 3 shipments and three charges - and I cancelled the autoship program, after which you continued to send product to me (the 3rd shipment). Upon receipt of the returned third shipment I was then entitled for a refund, as you have the product back completely unopened - product which I cancelled and you still shipped. Therefore, the error is on your part and it is your responsibility to correct your error."
Their reply: "Please provide us with a record of the cancellation that was done on October 22. Without a record of the cancellation attempt we can not provide you with a refund."
*Note: because I used their website cancellation form and did not receive any confirmation whatsoever I didn't HAVE a record of the cancellation. This is how I believe that they cheat people - they do not send a confirmation.
So I sent another email through the website, as this seems to be the only way that Urban Nutrition will respond, and received this very odd reply: "Thank you for recently placing an order with us!
Due to an error in our system, a duplicate shipment was sent out to you. You will, or have already received two packages in the mail. You were not charged for the second shipment, and we ask that you simply write? Return to sender? On the package and give it back to your postal carrier. We have made the appropriate notes on your account.
We apologize for any inconvenience, and we greatly appreciate your cooperation.
For further information please reply back via email or contact us at any of our numbers below. Thank you!
Sincerely,
Urban Nutrition, LLC
PO Box 310
Hoboken NJ 07030
Fax: 1-201-876-2501
Customer Service: 1-800-515-1070
M-F 9am to 6pm, EST"
Kind of funny that they are calling it a duplicate shipment when I have clearly stated what I did receive and what I did return.
So I sent another message through the website, and I have misplaced the reply, but it said that they could not issue a refund but instead have credited my account and that I could order product up to that amount.
Well, I figured the only way to get my money back was to get a shipment and ebay it, so I sent them another email asking how to order the product as I definitely not was going to use my credit/debit card, and they now do not reply to my messages.
I had given up until I saw this website, and maybe if enough people complain something will happen. If nothing else, maybe my story will save someone else from working with this unethical, fly-by-night company.
If you do try to cancel an autoship through the website, be sure to take screenshots of the entire process so that you have proof that you did cancel. I regret not doing this.
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