I requested a "Free Sample" of acai berry pills. The add said try it free for 30 days pay only the 4.95 shipping fee. I entered my debit card info to pay for the shipping and waited. The item never came, so I figured maybe it got lost, or went to the wrong address or whatever. I was only out the shipping fee so it didn't matter that much. However on 1/20/2009 I was reviewing my debit card account on-line, and it showed that I had negative funds available. There was a charge for $87.13 processed on 1/19/2009 that said; Lipaphen 866-9490138 Fl. That charge had put my account into a negative, which lead to an additional $40.00 in fees.
I immeadiatly called the number listed with the charge to find out what was going on. When I realized what it was for, I informed the rep. that not only did I have no knowledge of this charge being authorized, but I hadn't ever recieved the pills. She then offered to have them re-shipped to me. I declined stating that if I had prior knowledge of the charge that occurs if you don't send the pills back after 15 days (not 30, as stated in the add), I wouldn't have even bothered ordering the "FREE sample" in the first place. I told her I wanted a refund of that money to my account. She then back tracked and started explaining that the paper in the package explains that the pills must be sent back in order to not be charged.
I explained again that I wouldn't know that being that I never got them. I started getting a little upset, and told her to make sure my so called "membership" with them was closed. She kept trying to convince me to get another supply sent out to me. I declined AGAIN, and asked for my money back. Finally after about a 15min back and forth with her she stated that she was sending the request to the refund dept., and that it would be processed. I apoligized to her for raising my voice, and told her I realized she was just trying to do her job. After about a week, I call back and am told that the refund is still processing.
Another week...still processing. I spoke with the bank that my card is through, and was informed that by law FWM has 30 days to process a return. So I waited. 30 days goes by, and still no refund. So I call FWM again. This time the rep. I spoke with tells me that they (meaning the reps.) have no way of processing a return, she also tries to let me have them send out another "FREE sample". I was extremely angry and told her that I have been waiting a month for a return that I was told was processing. I demanded to speak with a supervisor, or someone that COULD process my return. She then tells me that i've got to send an e-mail, and that there is no one there that can help with the return. I got the e-mail address from her and sent an e-mail on Feb. 23rd explaining my frustration and asking that my refund be processed immediatly!
Three days later I recieved an e-mail back that said my request was being reviewed. It is now March 1st 2009, and I have still recieved no refund. So I decided to send another e-mail, this time I got an e-mail that told me the e-mail address was invalid. After I recieved this message I called the "customer service" number again, and explained yet again the situation and also mentioned the e-mail being no longer a working address. This rep. ALSO TRIED TO SEND ME THE PILLS AGAIN! I said NO! I told her I have been waiting over a month for my money, and that I wanted to speak with someone that could get me my money. She said that she sent a ticket to the refund department, and that I needed to wait just two or three days then call back to get the status, she even tried to ice the cake by saying she assures me that it will now be processed...
at this point i'm giving up and hope that filing a complaint will do something towards putting this company out of business. I will call back in three days, but have no real hope left that i'll ever see my money. Basically I spent $87.13 on raising my blood pressure.
I filed a complaint through this site www.ic3.gov