• Report: #404121

Complaint Review: Supreme Brands, LLC

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  • Submitted: Mon, December 22, 2008
  • Updated: Thu, June 18, 2009

  • Reported By:Baltimore Maryland
Supreme Brands, LLC
941 Pearl Street La Jolla, California U.S.A.

Supreme Brands, LLC Not a true free trial La Jolla California

*UPDATE Employee: The Trial Started From the Order Date because it is Impossible to Know when a Customer Receives/Begins Taking their Product

*UPDATE Employee: The Trial Started From the Order Date because it is Impossible to Know when a Customer Receives/Begins Taking their Product

*UPDATE Employee: The Trial Started From the Order Date because it is Impossible to Know when a Customer Receives/Begins Taking their Product

*UPDATE Employee: The Trial Started From the Order Date because it is Impossible to Know when a Customer Receives/Begins Taking their Product

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I actually received the product on 9 December 2008. I was charged the full price of $81.13 on 20 December 2008. The agent Nancy stated that I placed this order on 2 December (I cannot find any email or confirmation). The 15 days began from date of order not date of receipt so I had slight over a week to use a product that did not work. I could not return the product, because it was more than 15 days. I am sure they are making a uge profit by misleading people.

Marie
Baltimore, Maryland
U.S.A.


This report was posted on Ripoff Report on 12/22/2008 06:27 PM and is a permanent record located here: http://www.ripoffreport.com/r/Supreme-Brands-LLC/La-Jolla-California-92037/Supreme-Brands-LLC-Not-a-true-free-trial-La-Jolla-California-404121. 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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REBUTTALS & REPLIES:
0Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

The Trial Started From the Order Date because it is Impossible to Know when a Customer Receives/Begins Taking their Product

AUTHOR: Devin - (U.S.A.)

Dear Marie,

When you signed up for our trial offer our terms and conditions did clearly state that you would have 15 days from the date ordered to determine if the product was right for you (and then you would be billed if your account was left open).

This is the only way a trial date can be logically started - from the date ordered. We have no way of knowing when a customer actually receives and starts taking their product. We cannot call every customer every single day to ask them if they have received and started taking their product; we would need to make thousands of calls every day to repeatedly harass customers about this (and we would be forced to go off their word).

Most customers receive their shipment within 2-4 days of ordering, which leaves them 13-11 days to try the product. If for whatever reason a customer calls in and requestsa trial extension, we will happily extend their trial by an additional week.

It is not our fault that you did not read the terms and conditions - they are listed in clear visible language on the order page, and are sent to you in an email confirmation and on an insert with your product. You must agree to them in order to finalize your order or it will not submit.

Once you exceed the 15-day trial and are billed you have purchased the shipment and can no longer return it for a refund; this is the entire point of the trial. You are given a fixed period of time to test the product and see if you like it - all you need to do is make a 2-3 minute phone call if you are unhappy and you will not be billed or shipped anything else.

Devin
Customer Service Manager
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#2 UPDATE Employee

The Trial Started From the Order Date because it is Impossible to Know when a Customer Receives/Begins Taking their Product

AUTHOR: Devin - (U.S.A.)

Dear Marie,

When you signed up for our trial offer our terms and conditions did clearly state that you would have 15 days from the date ordered to determine if the product was right for you (and then you would be billed if your account was left open).

This is the only way a trial date can be logically started - from the date ordered. We have no way of knowing when a customer actually receives and starts taking their product. We cannot call every customer every single day to ask them if they have received and started taking their product; we would need to make thousands of calls every day to repeatedly harass customers about this (and we would be forced to go off their word).

Most customers receive their shipment within 2-4 days of ordering, which leaves them 13-11 days to try the product. If for whatever reason a customer calls in and requestsa trial extension, we will happily extend their trial by an additional week.

It is not our fault that you did not read the terms and conditions - they are listed in clear visible language on the order page, and are sent to you in an email confirmation and on an insert with your product. You must agree to them in order to finalize your order or it will not submit.

Once you exceed the 15-day trial and are billed you have purchased the shipment and can no longer return it for a refund; this is the entire point of the trial. You are given a fixed period of time to test the product and see if you like it - all you need to do is make a 2-3 minute phone call if you are unhappy and you will not be billed or shipped anything else.

Devin
Customer Service Manager
Respond to this report!
What's this?

#3 UPDATE Employee

The Trial Started From the Order Date because it is Impossible to Know when a Customer Receives/Begins Taking their Product

AUTHOR: Devin - (U.S.A.)

Dear Marie,

When you signed up for our trial offer our terms and conditions did clearly state that you would have 15 days from the date ordered to determine if the product was right for you (and then you would be billed if your account was left open).

This is the only way a trial date can be logically started - from the date ordered. We have no way of knowing when a customer actually receives and starts taking their product. We cannot call every customer every single day to ask them if they have received and started taking their product; we would need to make thousands of calls every day to repeatedly harass customers about this (and we would be forced to go off their word).

Most customers receive their shipment within 2-4 days of ordering, which leaves them 13-11 days to try the product. If for whatever reason a customer calls in and requestsa trial extension, we will happily extend their trial by an additional week.

It is not our fault that you did not read the terms and conditions - they are listed in clear visible language on the order page, and are sent to you in an email confirmation and on an insert with your product. You must agree to them in order to finalize your order or it will not submit.

Once you exceed the 15-day trial and are billed you have purchased the shipment and can no longer return it for a refund; this is the entire point of the trial. You are given a fixed period of time to test the product and see if you like it - all you need to do is make a 2-3 minute phone call if you are unhappy and you will not be billed or shipped anything else.

Devin
Customer Service Manager
Respond to this report!
What's this?

#4 UPDATE Employee

The Trial Started From the Order Date because it is Impossible to Know when a Customer Receives/Begins Taking their Product

AUTHOR: Devin - (U.S.A.)

Dear Marie,

When you signed up for our trial offer our terms and conditions did clearly state that you would have 15 days from the date ordered to determine if the product was right for you (and then you would be billed if your account was left open).

This is the only way a trial date can be logically started - from the date ordered. We have no way of knowing when a customer actually receives and starts taking their product. We cannot call every customer every single day to ask them if they have received and started taking their product; we would need to make thousands of calls every day to repeatedly harass customers about this (and we would be forced to go off their word).

Most customers receive their shipment within 2-4 days of ordering, which leaves them 13-11 days to try the product. If for whatever reason a customer calls in and requestsa trial extension, we will happily extend their trial by an additional week.

It is not our fault that you did not read the terms and conditions - they are listed in clear visible language on the order page, and are sent to you in an email confirmation and on an insert with your product. You must agree to them in order to finalize your order or it will not submit.

Once you exceed the 15-day trial and are billed you have purchased the shipment and can no longer return it for a refund; this is the entire point of the trial. You are given a fixed period of time to test the product and see if you like it - all you need to do is make a 2-3 minute phone call if you are unhappy and you will not be billed or shipped anything else.

Devin
Customer Service Manager
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