This is the letter I sent to Dr.Hirsch today:
This letter is to advise that in November 2010, I called Sensa Customer Service to claim an order that I had not receive at my home. I actually ended up calling them twice for the same reason. The second time around, I wanted to cancel. The representative stated that the second box had gone out and that I should be receiving it soon. I told her to still cancel my membership and that if I would received my package, I would call back to confirm and continue the membership.
Evidently, this had not been done. I was still to this day, enrolled in the program without seeing or trying out the product. Today, 5/11/2011, I contacted customer service at 1-888-514-2554, as I received a box with Sensas 5 and 6 month supply and a bill for $89.95. I worried that I had not received anything previously and that I was being card on the card. I did not notice that I had been charged two other times previously, this being the third time. When I call, the lady that tried to assist me was not the most pleasant person to speak to on the phone, as she wanted to explain the reasons why she was not going to give me back my money, and refused to give me a chance to speak. After hearing everything she had to day, I tried to explain, but that was not good enough for her. I ended up asking for her supervisor, which was a bit nicer, and yet he said he understood, still told me he could only refund me for the product I had in hand. The Supervisors name is Dallas. I spoke to him at 4:51PM.
I refuse to allow anyone to keep my money, as I am a single mother in the struggle and work 2 jobs to make ends meet. It is not fair that Supervisor Dallas was only wanted to give me a refund for the product I have on hand, and not for what I have been charged for the last two occasions, due to that I have never received the product.
First thing, I called to cancel. My membership was not cancelled. I never called to confirmed that I had received the product like I said I would. Your representative did not have the best customer service skills. Your Supervisor Dallas, refused to give me the refund. Also refused to give me the managers last name, schedule and name of the CEO of the company.
I dont think this is being handled the right way and the person that I think may help me is you Dr. Hirsch. You, of all people, with certifications in many areas, American board of psychiatry #18, #189, #634, ect.. A well educated man, will be the one to do something about this. I am not sure if this has occurred to anyone else in the past, but Ill tell you. My mother does not and she is always home, and this is the first time, we received anything from Sensa. I would not make such a big deal, but this $269.85 that we are talking about. I want my money back! I am going to contact the BBB, the Truste Foundation, EXTRA News, FOX, NBC, and if needed, I will post what happened on facebook, Twitter, you tube, Blog, ect so that everyone knows how I received treatment from Sensa. I will appreciate a call from you directly or a letter with an explanation on what will be done about this and on why it was to begin with. So much frustration and the agony, all because your customer service is not the best or I should say, not good at all. If perhaps, you have proof that I signed for the package, then I would understand, your customer service may call me out. But they left it on the door and I live in an apartment complex. Anyone could of taken it and walked away. For because Fedex states that they delivered it, that is enough for your customer service to believe I received it, when I never did. Why should I pay for a product that I never got? This is not fair and I am going to wait and hear from you. I hope soon.