• Report: #1093079

Complaint Review: KlutchClub

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  • Submitted: Sat, October 19, 2013
  • Updated: Sat, October 19, 2013

  • Reported By: Ticked off consumer — Washington Dist of Columbia
KlutchClub
811 West Evergreen, Suite 104 Chicago, Illinois USA

KlutchClub Subscription Program That Renews Automatically & is Difficult to Cancel with non-existent Customer Service & non-working phone # Chicago Illinois

*Author of original report: Nice try but missing the mark

*UPDATE Employee ..inside information: KLUTCHclub Subscription

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DO NOT BUY the trial subscriptions from KlutchClub as you will end up ticked off & out of money. I visited the website & thought the products looked interesting & something that might be of value to me so I tried the Best Of KlutchClub Women's Box where I paid $ 13 for the box which included shipping by purchasing the voucher from MamaSource.  The box & its contents were decent, not great, but for just the cost of shipping, a good value.  Luckly I saw in the confirmation email that this box was AUTO-RENEWING @ $ 18/box + $ 7/shipping. I cancelled the auto-renewing subscription.

Shortly thereafter, I received a promo email that invited me to try a Women's box for just the shipping fee ($ 8) with the $ 10 box being free.   I was curious what a regular monthly box might include so I purchased this.  The box was disappointing so after going through the box, I went online & CANCELED my subscription.

 

A little over a month later a new box shows up from KlutchClub. I was busy with my family & my father-in-law's declining health (dementia) & I went online & immediately canceled the subscription again (which was not showing up as canceled despite me doing this previously!!!!) & find out my credit card has been billed by KlutchClub at $ 18.  I call the phone number & NO ONE answers. I try it multiple times - NO ANSWER.  I send an email indicating that my account was supposed to be canceled & I wish to return the box for a refund. I'm told I can not return the box.

 

I am EXTREMELY annoyed.  So then 1 month later, another box shows up with another $ 18 charge on my credit card. I am FURIOUS. Since I can't talk to anyone live on the phone despite a phone # being listed on their website, that only the CEO can issue a refund & that she is traveling for a few weeks & will not have any access to email. This is so outrageous & I tell the customer service rep, that I will wait for her return & to have her contact me. No contact ever comes from the CEO regarding the refund for the 2 boxes ($ 36 of charges!).  I write again to the Customer Service Rep & NO RESPONSE to any of my three emails sent!

 

I regret that I spent a dime with this company. Horrible customer service. You are given the run-around if you have an issue. No timely responses. Impossible to speak with anyone; email is the only communication option.  There are better run companies that are run more fairly & with more integrity than this company.  TERRIBLE EXPERIENCE & the products were not very good overall which made this experience even worse.

 

I will NEVER work with this company again nor would I encourage any of my friends to order from them - NO MATTER HOW GOOD THE DEAL SEEMS AT THE TIME, this company will find a way to UNFAIRLY charge your credit card & NOT cancel your auto-renewing account.   Life is too short for this type of stress.  :(


This report was posted on Ripoff Report on 10/19/2013 10:16 AM and is a permanent record located here: http://www.ripoffreport.com/r/KlutchClub/Chicago-Illinois-60642/KlutchClub-Subscription-Program-That-Renews-Automatically-is-Difficult-to-Cancel-with-1093079. 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:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Nice try but missing the mark

AUTHOR: Ticked off consumer - ()

I'm an internet savvy shopper so I understand how to navigate the Internet and websites so that was not the issue despite the effort of this company to PLACE THE BLAME on me.  I am also not an idiot (I graduated in the top 20% of my Executive MBA program) so again, nice try to deflect this situation as totally my fault but 100% inaccurate. How is it that I somehow managed to cancel my account once but not the second time???? C'mon. Read the details more closely so your response at least fits the specifics for the situation.

The phone number DOES NOT work as stated in my report so that was not an option. If you send an email, you are at the mercy of the company as to whether or not they respond to you.  The company did not respond to me once they had my money so there was no need to offer any type of customer service nor did they care about my satisfaction with the accuracy of the charges.

Read this company's response & you can clearly see, there are companies that are pro-customer & care about the customer & there are ones that are not supportive of the customer but are more concerned about making the sale & getting your money, regardless of the customer's satisfaction level.

I personally choose to reward companies with my business that care about their customers to ensure the company's vitality & longevity.  As evidenced by KLUTCHCLUB's response, has opted to put the ENTIRE blame on me, the customer - not their deceptive efforts to keep re-enrolling you in auto-renewing programs or the fact that they do not resolve client issues in a timely manner with the goal that you will just forget about it & "go away". 

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#2 UPDATE Employee ..inside information

KLUTCHclub Subscription

AUTHOR: Ameena @ KLUTCHclub - ()

We do apologize for any inconvenience this customers has experienced regarding the auto-renewal process.
 
They are inquiring about the recurring charge that is most recently reflected on their account. This customer ordered an auto-renewing, and their receipt reflected that, and they were instructed to please follow the instructions given by our FAQs to opt out. Had the customer reached out via email or call, we could have easily opted out of recurring billing prior to or after the recurring billing.
 
The Best of Box, 1 Month, 3 Month, and 6-month Subscriptions default to auto-renew. The auto-renew was mentioned at various points throughout the check-out process, in the confirmation shipping email, and the receipt. It is also noted in the name of the subscription.

We strive to give customers awareness of this auto-renewal and sufficient time and channels to opt out. You have until one day before your original order date of the following month to cancel (about 29-30 days to opt-out depending on the month).
 
Our Terms and Conditions explicitly state the auto-renewal and your agreed to the T&Cs upon purchase, regardless of where they are located. So, we gave an online disclaimer, ample time to contact us, and multiple channels in which to opt out.
 
The terms of the membership program are contained in a box located immediately above the checkout; there was a disclosure that was presented above the space for entry of the consumer's billing information; you were required to check a box indicating they had read the offer details; consumers were required to enter their email address twice including a confirmation that they wished to enroll in the membership program; and the auto-renewal and ways to opt-out and contact KLUTCHclub are presented in essentially the same size and color as the other copy on the sign-up page. Therefore, we provide clear and easily understandable terms
 
A consumer cannot decline to read clear and easily understandable terms that are provided on the same webpage (and after purchase) in close proximity to the location where the consumer indicates their agreement to those terms and then claim that the webpage, which the consumer has failed to read, is deceptive.
 
Our Terms and Conditions, which are mandatory to be agreed to, do state all of the above in detail. 
Your subscription is now canceled.
 
We make our decisions based on facts (our company values are feedback and development/improvement, transparency, analytic problem solving and authenticity), and we expect our customers to take accountability for their purchases as consumers. Please contact Support@KLUTCHclub.zendesk.com  with further questions and concerns.
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