I first ordered Avlimil in September 2003 after viewing an infomercial on television. A free trial and money-back guarantee was offered. After the free trial, I was put onto an auto-shipment program, and after receiving and being billed for 2 months shipments, I decided that I wasn't benefiting from the product and called to cancel and get my money back. I then found out that I can only have a refund if I continue the product for 12 months and then make the request. I was also told that I have to save all the empty boxes in order to receive the refund at that point. I hadn't saved the first two boxes, so asked about what to do in that case, and was told that a note would be made about this in the records and not to worry about it, just to save the rest of the boxes.
I decided to give it a try, nothing to lose by continuing it for 10 more months, since I was certain to have a full refund at that point if I still felt the product wasn't helpful for me. I decided at that point to continue receiving it and to make my request for refund after one full year of trying the product. So the first phone call was in October or November of 2003. I continued to receive the product, save the empty containers, and proceed as advised. In July/August I called because I had lost track of the months and wanted to request the cancellation of further shipments and my refund if the year was up. At that point, I was told that I needed to receive my August shipment, and call after Sept. 1 in order to request the refund. I was quoted the exact amount that would be refunded, (product cost minus shipping X 12 months). I also double-checked that the note about the missing first two boxes that I had thrown away was still in their computer records and that all was clear about that, and at that point was informed that they had changed the policy, that the empty-box/container collecting was no longer necessary, it was all in the records as to when and for how long I'd been receiving the product, and just to call back after the August shipment had arrived to request the refund.
I received the shipment August 30th, made the phone call today, Sept. 1, and was informed by manager Joyce that since there was a note about my throwing away the first 2 months of boxes, they couldn't honor the refund policy. I explained both previous phone call inquiries and the information that I had received. She said she understands, but now they have the old box collecting policy again, and even though I called to clarify about this 10 months ago, it doesn't matter, her hands are tied, and she would be willing to refund back 3 months of shipments. I said that would be unacceptable, this was unprofessional and dishonest, and she suggested writing to the company about it.
I insisted on speaking with the floor manager, she put me on hold and that was the last I heard from Joyce. I only decided to continue receiving the product after 2 months because I was assured that the box issue wouldn't be a problem and that the only way to receive a refund is to try the product for 12 months. I was given false information at every turn, I feel taken and treated totally fraudulently by this company and don't know where else to turn so I lodged a complaint with the Attorney General's office of Ohio.
How convenient to change the rules each time a customer calls in order to maintain the largest amount of money and not honor their promise to give honest and ethical service and customer care. I tried again to deal with this nightmare of a company this evening. I have details of all my calls, information I was given (different each time). Tonight supervisor Emily #5129 informed me that her reason for not being able to give me a refund was because the refund policy is only valid on orders made after Sept. 1, and mine was made at the end of August. No mention of the problem of not saving my first two boxes, which was this morning supervisor Joyce's issue with me. This is the FIRST time I have heard about this stipulation.
Please note that I ordered this product off of the company's website, and only because there was a money-back guarantee refund policy. At that point I wasn't informed about the 12-month minimum committment before a refund would be issued, but the policy was in place in August or I never would have ordered the product--I never order anything unless I have the option of a refund, especially with an item such as this which who knows if it will be effective. Also, I did receive the refund policy details along with my first order. This reason is an invention to avoid giving the promised refund.
Emily did issue me an arbitrary refund of 2 months (July and August), a total of $70 I believe, and the confirmation number for that is: 5129. So, presuming this amount will be credited back to my visa, I will require the rest of what I've invested ($290) in order to have the refund on the 12 months complete.
I first called the company 9/30/03 to cancel initially, at which time Gloria, via her supervisor Cassandra, informed me that the only way I could get a refund was to order the product for an entire year, and to save the empty boxes. She is also the one who confirmed that the two first months of missing boxes (that I didn't save) wouldn't be a problem in terms of eventually getting the refund. It was at this point, and only because of this precise information, that I agreed to continue trying the product for the next 10 months and to save the rest of the boxes.
I called 7/26/04 to check about cancelling and getting my refund and spoke that time with Crystal, who informed me that saving the boxes was no longer necessary, and I had to receive August's shipment before cancelling, completing the 12 month committment. She advised me to call Sept. 1, and getting the refund would be no problem.
Everyone, beginning with Gloria back in September (Gloria is no longer with the company) falsified information and misrepresented the refund policy. Also, I did receive a printout of the refund policy with my first order, so the notion that the refund policy began suddenly Sept. 1 is absolutely outrageous.
Iowa City, Iowa