I ordered from them on 02/06/09. The products were supposed to be for a 10-day trial, but didn't arrive until after 10 days. I saw that you are required to request a RMA numberr before returning, because the item will not be accepted without the RMA. Personally, I think the requirement of the RMA is a tactic just to delay the return. Or make someone not want to go through a whole procedure. After emailing them 02/17/09, I received a response on 02/18/09 stating my RMA is my order number. Something they could have put in the return policy.
I returned both (full) jars through USPS and kept the reciept which has a Customs form number. (You can track the package with the Customs form number). Time went by and I didn't hear from Straiex. No call, mail or any type of contact. Then on 04/07/09 I received a letter from Transworld Systems INC. They stated Nuance Aromatherapy DBASTRIAEX placed my account with them, and they are attempting to collect $237.48. Even though the site states "low price of just $189.98".
I contacted Transworld right away and they requested I fax a the Customs number to them. I did that on 04/07/09 and didn't hear anything until 04/24/09. I received another letter from Transworld, still trying to collect the $237.48 and stated "here is the information you requested" even though I didn't request anything. The information I supposedly requested was a copy of Striaex's return policy.
So I called Transworld again and asked what the status of the account was. I was told they were still waiting for a response from Striaex. Which means I had to contact the scammers themselves... So on 04/28/09 I emailed them throught their site since their customer service number, which is listed on their site as a way to contact them, doesn't work. My email said
"I returned both (FULL) bottles and have Customs form number and confirmation from the U.S. Post Office that they were delivered to Straiex. After returning the items, I did not receive any contact from Straiex. No call, bill or anything. Then months later I receive a call, and bill from a collection agency, Transworld Systems INC. They stated Nuance Aromatherapy DBASTRIAEX placed my account with them, and is attempting to collect $237.48.
Both bottles were returned in a box with what I was told was my RMA number, #. Please update your files and send the correct information to Transworld Systems INC., account #. This is a debt I do not owe."
The response was "I am sorry, but we did not receive your return within the trial period. Once the trial period expires, customers must pay for the products they received as agreed upon prior to purchase. Your account is no longer with us. You will have to settle with Transworld at this time. Sincerely, Mike, Customer Service"
Not only did he not address the fact they received the return, but sent me back to Transworld. Giving me the run around. I called Transworld one more time today and was told what "Mike" said is not true. Transworld is waiting for a response from Striaex. And it will not be reported to any credit bureau while it is in dispute. This is when I decided to report them to the BBB. Only to find out that would be a waste of time, since they apparently don't care what's reported there. The BBB site had this to say regarding Striaex and Nuance Aromatherap...
"As of September 18: The BBB has received a pattern of complaints regarding Striaex. The company offers a free trial of their product, and states that once the trial period expires, the consumer will be sent product and billed accordingly. If the consumer decides during the trial period they do not wish to continue with the program, they must return the remainder of the product within 25 days. Complaints received at the BBB have alleged that some consumers have experienced a delay in the delivery of the trial product, resulting in the inability to either test the product during the allotted 25 days or return the product within the same time frame. Further complaints have also alleged difficulty in getting promised refunds, complaints about unauthorized charges, and unaccepted returns within the requested timeframe."
They do not respond to BBB when there complaints, which leads me to believe they don't care and won't stop scamming people to get money. I read other sites to see what people are doing about them and have read people say they were reporting them to the Federal Trade Commission which is what I did today.
I am still going to continue to dispute this. I will contact whoever, where ever to get this handled. If anyone has any information on how to help. Please feel free to share.
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