I ordered a trial of Extreme Brite White teeth whitening system. I read through the terms and conditions closely, noted the 14 day window to cancel the membership, even set a reminder on my calendar for 10 days after I placed the order so I could make sure if I didn't like it I'd be safe.
My order didn't arrive until day 9. Also, since I had ordered on a Monday that meant my 14 day trial was only a 12 day trial, because customer service is only open 9-5 M-F. So I had 3 days to evaluate the product and cancel if necessary. It didn't take that long.
On day 10 I tried to call the provided customer service cancellation number (888-244-1412) at around 3:30 pm CST and received a busy signal. Thinking I misdialed I tried again; same result.
On day 11 I called again, this time around 1:00pm and once again received a busy signal. I double checked the number in my order confirmation email and it was the same number I was dialing. Tried again at 2:00 and 3:00; received a busy signal each time.
On day 12 (my final opportunity to cancel, since days 13 and 14 were the weekend) I called again. This time at 9:00am. The call went through! I got their recording telling me to wait for the next available agent. So I waited. The recording informed me of a new "call back" system, where you can hang up and they'll call you back so you don't have to wait, but I figured it was worth waiting. After the third rendition of this informative message it forced me into requesting a call back. So I gave them my cell phone number, and waited for the call.
The phone never rang, but suddenly a voicemail appeared. They block their number so my phone never even saw the call (no missed call, no entry on my call history). The message said to call back at 888-694-4171. So I did, and once again received the same recording that after three cycles of hold music forced me to request a call back. This time I gave them my landline, thinking that would avoid the cell phone issue I'd experienced previously.
The call back never came. Their recording says you'll be called back within 60 minutes but I sat diligently by my phone for an hour and a half and the phone never rang. I tried to call back after that and once again received a busy signal on both lines.
The 'live chat' feature on their website is down; although that doesn't stop an automated chat from trying to sell you a product anytime you visit the website. So yet another avenue of communication they advertise but doesn't work.
I then resorted to sending an email to customer service and at this point have only received an automated reply saying my email was received and that I'll hear back in a few business days.
This company makes it absolutely impossible to cancel a membership because you can't even get a customer service agent on the phone! Do NOT do any kind of business with this company.
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