I had been seeing their ads for quite some time on TV. My hair was quite dried out from aging and
hair coloring so I decided to give the product a try.
I went online to sign up to receive it and the first order was only going to cost $29.95. I received the order on October 26, 2011. In with the paperwork for the product, was a message that I would be receiving a new kit every four weeks and I could go online or call their 800# if I wanted to change the frequency of the order or the type of product received. I did go online and changed the order to the cucumber/aloe formula and the frequency to every eight weeks.
After using Wen a few times, I realized that although it did moisturize my hair very well, it over conditioned it. I had no body; my hair was as limp as it could be so when I received the new order on November 16, 2011, I did not open it. I took it to the post office on November 17th and returned the package to them. I have confirmation that they received the package on November 19th at 1:30 p.m.
On November 8, 2011, my checking account was debited $70.89 by GRC* Wen by Chaz Dean.
I waited until after the holidays to call them about my refund for various reasons. On 1/9/12, I spoke with CSR Kelly. I tried to explain the problem as succinctly as possible, but she just didnt seem to understand that the company had debited $70.89 from my checking account. She insisted they had only debited around $10.00 for shipping. Finally, after I stated and restated the problem several times, she told me that if my bank would fax a copy of my statement to their billing department, they would review my account and if a refund was warranted, they would deposit it to my account. I asked how long the refund would take. She said she didnt know, so I told her I would call back in a week.
The next day, 1/10/12, I went to my bank and watched as they faxed a copy of the debit from Wen to their company. Later that evening, I called back in hopes of speaking with a CSR who was better trained than Kelly. This time I spoke with Shawn. He told me no request for a refund was submitted to the billing department, but that he would do that as we spoke. He also said that there was no notation that they had debited $70.89 from my checking account, but that billing would straighten it out as soon as they received the fax from my bank and his note. I thanked him and asked him how long it would take to receive the refund. He said give them a week and call back.
On 1/16/12, I called and this time spoke with CSR Sarah. She was very personable and seemed to know company policy. She told me she didnt see any notation that billing had received the fax or that they were working on the problem. She said she would put a note on my account asking them to review the problem. I thanked her and asked her how long before I should see my refund. She said its usually two weeks from when they start working on it. I told her I would call back in a week since they already had a week to start working on it.
I called back on 1/24/12 and this time spoke with Hannah. She also was very personable, but obviously bluffing her way along in the call. She just did not know anything about what I had called about even though she had the notes right in front of her. She kept saying, Give me a minute to read this, but when she had read it about three times, she still could only give me scripted answers; she could not speak specifically about my issue. She told me its supposed to be four to six weeks from when they receive your package back that they refund your money even though it was already almost ten weeks since they had received my package back.
Finally on 1/26/12, I received a deposit into my checking account for $5.50. How insulting is that? They wont let customers speak with anyone in the billing department. The customer service department has to run interference for them, but the customer service department has no clue whats going on in the billing department and CANNOT answer for them.
Theres probably nothing I can do, but I want customers and potential customers to know this company is a real Rip Off!