I stupidly ordered a product called Resveratrol online while possessed by demons. I tried to reply to my order confirmation email immediately that I didn't want the product. Apparently it was sent from an automatic reply generator as I never heard from them. About a week later, the product arrived with no return address. Instructions to return the product gave an address to send product but also said I needed special instructions about how to return it properly. I tried to call the company during a lunch hour at work and was put on hold for more than 20 minutes. I had to hang up to get back to work. Then tried calling within the specified PST hours. Turns out the hours were EST. Even when I called during EST hours, I got a recording saying company was closed for the day.
Nearing my deadline to avoid being charged, I sent the product back without my return code. The only smart thing I did was get a delivery confirmation from the USPS which gave me some leverage with customer service when I finally did get through to protest charges for the resveratrol AND something called Live Lean for Life, an online "product" / website for dieters. Total charges $64.95 for the one month supply of resveratrol and $24.95 for the website thingy that apparently I agreed to in my initial stupidity.
The membership to Live Lean for Life occurs at the bottom of the small print in the initial order. You agree to a recurring monthly charge (in addition to the your $64.95 subscription to resveratrol) when you order the resveratrol.
My biggest complaint:
OK. I was stupid here. That part is painfully clear.
Lesson one: Don't buy dumb stuff online that you didn't seek out yourself (this product appeared in a pop up
Lesson two: Read the small print. I was tricked here because I didn't read all the way to the bottom of my "agreement." The Live Lean for Life junk was way at the bottom of the agreement.
But I think it's totally unethical to demand that a customer needs to get special instructions from the company to return the product. Customer service at the company told me that some folks wait 2 hours for attendants to help them. So I was expected to wait 2 hours? Not fair.
Also not fair, that the customer gets tricked into two acts of stupidity at once. Even though I never accessed the website and never even knew what their "product" was, I was still swept into membership.
After a fairly irate conversation with "Kim" at Customer Service for Live Lean for Life, and after proving with my USPS delivery confirmation that I had returned the product, she was able to remove the $64.95 charge for the resveratrol. I had to be very insistent (aka "there's no need for profanity, ma'm.").
Kim also cancelled my membership to both entities, resveratrol and the website diet service Live Lean for Life.
Still got stuck paying the $24.95 for the website crap that I never purposefully ordered.
There should be some laws that protect consumers a bit better. The bottom line should be, if the customer never uses the product and returns it unused a full refund should be in order. The normal 30 day return policy seems reasonable here.
Also customers should not be expected to wait on hold for unreasonable amounts of time to get some special instructions for returns. How to return a product or refuse services should be easy and accessible with the original product or in the order confirmation email.
I am happy to advocate for these changes in any way I can.
In the meantime, I am content to offer my experience with Live Lean for Life as a warning to others.
Live Lean for Life could resolve this matter with me by refunding the $24.95 for the Live Lean for Life membership that I never accessed.