- Report: #1058243
Report - Rebuttal - Arbitrate
Complaint Review: Equinox Day&Night Cream,
Equinox Day&Night Cream,1285 Baring Blvd 297 Sparks, Nevada USA
Equinox Day&Night Cream, Phoenix Labs, Mike Brown Sent product, charged my credit card, after I cancelled product according to their insructions and within the time stated for returns. Sparks Nevada
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In April, 2013, I ordered cosmetics advertised on TV by a company by Equinox, Day and Night. I called in the order and received it about April 22nd. 2013.
After two days of using the products, I called to return by locating a customer service number on the web site, since there two packages, each containing one product, did not include an invoice or any other written instructions.
The customer service representative gave me a return number and an address for returning the shipment. I told him that I was not happy with the product, which dried my skin, and that I was returning both boxes of product. He gave me a return number. I immediately sent the packages back in a box to the address he provided.
I thought this was over, then on June 9th, I received a package. I called their customer service. I was unable to understand the foreign accent of the woman who answered , and asked for a supervisor, Mike Brown, the supervisor, told me that I had not cancelled all of the order, that I was supposed to cancel both products separately. I said that I told the previous representative that I was cancelling both products. Both had the same address and identical boxes. I gave Mr. Brown the RMA, return mercandise number, and he said that I needed 2 different numbers and so I was sent one new product and billed $105 to my credit card.Mik Brown said I could send it back but would not receive my full credit, but $69 after fees.
We argued about the ethics of this and his reply was this is all on our web site. Since the product is sold on TV, and sent without a receipt,or statement about returning the product. I said that many people do not use or have access to a computer, and could not read a lengthy
3 page disclaimer that is not easity understood. Without a receipt with information about , TV customers will not have access to return information.
This company is either committing fraud by setting up a system that tricks consumers by creating two products that they sell together, then demanding each be separately cancelled, or reps intentionally giving out only 1 RMA.The "restocking" fee of$20 is absurd. This business is a scam. They do business in England as well as the United States.
This report was posted on Ripoff Report on 06/11/2013 10:44 AM and is a permanent record located here: http://www.ripoffreport.com/r/Equinox-DayNight-Cream/Sparks-Nevada-8934/Equinox-DayNight-Cream-Phoenix-Labs-Mike-Brown-Sent-product-charged-my-credit-card-a-1058243. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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