I too fell for the trial offer from this company. I decided when they shipped the first month's product after the trial was over that I would cancel any more products from them and would not be charged.
After returning the product by refusing delivery and writing cancel on the package I was still charged for the product I had returned. I e-mailed customer service and was told in an e-mail that I had to call the 888-758-7444 number which gets you to a supposed customer service rep. I asked to speak to a supervisor after getting nowhere with the customer service rep. All I wanted was my money back for a product I did not have any longer.
Their response to me was that the return had been received but that I did not return it the way they specified which they said must have a postmark on it. I am guessing they want the customer to pay for the return rather than refusing delivery and canceling the order.
I spoke to two different customer service people. Employee#100 Chris on 2/24/05 who would not let me talk to a supervisor and hung up on me, and on 3/1/05 Employee # 107 John who was just about reading from a script and would not let me talk to a supervisor either. They both offered me the product again when all I wanted was my money back that had been taken out of my bank account that is tied to a credit card.
I did do some research of my own and found a Power Point presentation from the CEO on their marketing strategies.
Which can be viewed at: http://www.corante.com/dating/files/Boehm-Ritter_iDate.ppt
A very shrewd businessman it seems...
So if you do not send the product back to them the way you want them to they keep your money and make a huge profit!
To me this seems to be illegal and I am sure I am not the only one this has happened to. I would like to contact Newspapers and TV media and warn other potential victims of this company's practices.
Below is my e-mail to customer service after e-mailing them and asking for a refund.
Call me between 6:30pm and 9pm Pacific Time!
This is Baloney !!!!!
I want my money BACK!
YOU HAVE YOUR PRODUCT BACK !
I WILL BE CONTACTING ALL THE LOCAL NEWSPAPERS AND TV STATIONS!
YOU will get more than $55 worth of bad publicity!
The following is the response you get when you write to the customer service department.
PLEASE NOTE: We are unable to process Optimize Program Members via email. If you would like to discuss your monthly Nexiderm-SPT auto-ship, please call (888) 758-7444, Monday thru Friday, 8am to 12 Midnight, EST. If you have previously called please disregard this email.
I returned a shipment and requested a refund of $55 from your company. $55 was taken out of my account and I do not have the product. I insist on a refund since I no longer have the product! I spoke with Chris Employee #100 she was supposed to get me to a supervisor and while I was waiting on the phone, I got disconnected. HOW RUDE! I am totally infuriated and will write to the local newspapers about the deceptiveness of your company! I insist on a refund my order number was #***** which Chris could not find in your system but was able to find me by my zip of *****. The cost to your company of refunding my money will save you in the long run, considering all the bad publicity you will receive if I do not get my refund. I will be contacting my lawyer.
Frazier Park, California