The following is my "Ticket" dialog with the company, since they don't allow you to speak to them:
June 5, 2011
I was doing the 30-day free trial, and intend to place the product back in the mail as a return on 6/6/2011. I originally ordered the two products on 5/7/2011. Thirty days later would be 6/6/2011. However, twenty-nine days later on 6/5/2011, my card ending in 0881 has a hold for 47.00 and 97.00 respectively. The trial is for 30 Days. This doesn't honor the 30 day trial, because you are deducting the funds before the trial is over. Please correct this, and refund back the charge to my card, and I will promptly return the goods on 6/5/2011, which will show the post-mark.
June 5, 2011
I went back and researched when I actually ordered the product,which was the 5th of May. The date I was actually billed the initial charge was the 7th of May. That's the date I see on my credit card bill, and that's the date I was going by. I am not requesting a refund by check, but by the way that I paid. However, you guys should 'cut me some slack'. That kind of stuff is hard to remember. I was just trying to review the product for the complete 30 days before sending it back. If this is the case, then by the time the customer gets the actual product in the mail, you don't really have a full 30 days before you have to wrap it back up and send it to you before the actual 30th day. That to me still does not constitute a true 30 days. You should be able to keep it for 30 days, then send it back during that week. I am a customer that didn't read about all of that until just now when I printed out the return policy slip. If I don't get refunded, I would like to have some way of speaking to a supervisor. Your product is in the mail as I speak. Thank you.
June 6, 2011
I mailed the package 2-Day Priority Mail, with tracking#:
0311 0240 0000 2906 xxxx
June 7, 2011
(finally they respond).....
Once the package has been returned and processed we will process a refund. The 30 day trial starts on the day you order, which was May 5th. We charged your card on June 5th, which is actually 31 days. We do send you a copy of the e-book the moment you order so you can begin reading immediately. Please allow 2-3 days after arrival for a refund to process.
(Name taken out)
June 8, 2011
Label/Receipt Number: 0311 0240 0000 2906 xxxx
Expected Delivery Date: June 8, 2011
Class: Priority Mail
Service(s): Delivery Confirmation
Your item was delivered at 11:55 am on June 08, 2011 in MCHENRY, IL 60050.
Can you work on this today to start the refund process? Thanks.
June 9, 2011
Your product has been delivered. Can you work on this today to start the refund process please, so that it can post tomorrow to my account? Thank you.
June 10, 2011
You have had the product since Wednesday, June the 8th. Has your company refunded the two charges yet through your system?
June 10, 2011
I just wanted to make a statement. This seems to be the only way for a customer to make comments concerning a case or a 'ticket'. Mine was automatically re-opened because I added the comment about the delivery of the products to your office. It kind of concerns me that in 3 days no one on your end has even bothered to make a comment about the situation after I re-opened the ticket. You have to understand that when you are dealing with a money issue, and me being the customer, I like to have up-to-date information. Not just "allow 2-3 days after arrival for a refund to process". It sounds okay, but that doesn't really mean that you are working on my case. And why would it take so long to give back a refund. You had part of Wednesday, all of Thursday, now it's Friday. The week-end comes and nothing yet. At what step in the 'refund process' are you at now? In my opinion, your company still 'grabbed' the money off my card, before I had a chance to review those materials for 30 days. You put a 'hold' on the funds just so that you can get the money right at 30 days, which catches people off guard. You base the "30 days" on the fact that I could have downloaded some free info off the Internet. Sounds good, but I still didn't have the other part of the trial, which is the meat of the material, until days later. I also think it's bad customer service to have a 'ticket support system' instead of a customer support phone line, where people can call in and get to the bottom of things without all of this typing, and ask questions. It seems really impersonal and a way to 'not hear' the customer speak. Maybe your company should think about changing it. Can my 'ticket' be assigned to a supervisor. Maybe I can get my refund back quicker. I needed the money yesterday. Thanks.
Well to sum it up, the company only responded to me once. So BEWARE if you do the so called 30 day trial.