• Report: #944371

Complaint Review: Giavonie Skincare

  • Submitted: Thu, September 20, 2012
  • Updated: Tue, September 25, 2012

  • Reported By: April — Prentiss Mississippi United States of America
Giavonie Skincare
2520 N. McMullen Booth Road Suite B-311 Clearwater, Florida United States of America

Giavonie Skincare False Terms and Conditions Clearwater, Florida

*REBUTTAL Owner of company: Terms and Conditions, per trygiavonie.com

*Author of original report: Terms and conditions

*REBUTTAL Owner of company: Giavonie Skincare, not a RIPOFF

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I ordered a trial supply of Giavonie Skin cream as advertised for $4.95. The terms and conditions stated as follows;

 (We're so confident that you'll enjoy the Giavonie Anti Aging System that we extended this trial to you. To continue this powerful protection, you don't need to do a thing. At the end of your 12 day trial period we will charge your card the discounted member price of $89.90 (over a 30% discount ) and to keep your skin looking healthy and younger, a thirty (30) day supply of the Product will be automatically sent to you each calendar month, and the credit card you provided to us will be automatically billed $89.90 for the product upon our shipment of Giavonie Anti Aging System to you. 

In the unlikely event You are not satisfied with the Product and want to cancel future deliveries please call our Customer Service Department toll-free at1.800.511.6609 prior to the expiration of the Trial Period and cancel your order. )

Upon receiving this product and using it, it broke my face out horribly. I had to immediately make an appointment with a dermatologists which cost me $285.00. I called the customer service number that Giavonie listed above and was told that no refund would be issued and that I had only 3 days to mail the product back or be charged $42.00. I had just received the product on Monday and this was the same week on Thursday., not even close to 12 days for the trial period.

On top of the fact that they had no concern and were not planning on honoring their own terms the customer service girl was the absolute rudest person I have ever encountered, very bad customer service. and they flat out lied about their "money-back" and cancellation guarntee.

This report was posted on Ripoff Report on 09/20/2012 06:50 PM and is a permanent record located here: http://www.ripoffreport.com/reports/giavonie-skincare/clearwater-florida-33761/giavonie-skincare-false-terms-and-conditions-clearwater-florida-944371. 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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#1 REBUTTAL Owner of company

Terms and Conditions, per trygiavonie.com

AUTHOR: Malca - (United States of America)

Our terms and conditions state the FOLLOWING:  via trygiavonie.com) -- 

. If You wish to cancel future deliveries of the Product and You are within the Risk Free Trial Period, then call Giavonie Customer Care toll-free at 800.511.6609 within your 12-day trial period to cancel. We will issue you an RMA number and you then simply return the unused portion of the product within 30 days from the order date, and you will NEVER be billed, that is, unless you do not return the product within the time allotted.

It states on our website - www.trygiavonie.com, under our Terms and Conditions, that you can not return after 30 days, or you will be billed.

That is all I was trying to express by telling this customer, that our policy is to charge you after 30 days from your sale date. I attempted to save Mrs. Lee from being billed and/or sending the product back, by offering her a 70% discount of $42.97 (original base price $125.90) , not at any time did I proclaim that her only option was to pay. I am glad this customer is sending back our product and accepts our sincerest apology. I hope for the future more customers will read and understand the extent of our companies policies and terms and conditions.

We are always available for your questions or comments. Please reach us at 1-800-511-6609.
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#2 Author of original report

Terms and conditions

AUTHOR: All about the customer - (United States of America)

Responding to the Terms and Conditions, no where in them does it state that the product must be returned on a certain day, which is what I was told, and no where does it state that it has to be returned and the customer will be charged $42.00 unless received by a certain date. Your product is in the mail back and I have researched this company extensively and will never order another product.

In response to "the open apology" I appreciate the apology and I accept, but the rudeness was completely unnecessary to begin with and as a retail manager myself I hardly see where rudeness is considered taking pride in customer service. I wish you the greatest luck with your product and I hope your customers never have to experience the horrible outcome that I did. 
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#3 REBUTTAL Owner of company

Giavonie Skincare, not a RIPOFF

AUTHOR: Malca - (United States of America)

As you can see, this customer copied our Terms and Conditions, that CLEARLY state the fact that our company is extending a 13-day FREE trial period to TRY our product, only having to pay S&H at that time, and after those 13 days the customer agrees to be billed $89.90, which is a 30% discounted rate from the original product price which is $125.00. If you DO NOT like our product, we allow you to cancel and send back our two products within 30 days. If you call within your 13 day trial period, you will not be billed, if you call AFTER 13 days and were billed, you can return the UNUSED portion of our products for a FULL refund.

We extend this trial offer to our customers to allow them to see the beautiful effects of our hypoallergenic, organic, moisturizing, anti-aging and rejuvenating cream and serum. We allow our customers to try this product and SEND IT BACK if they are unsatisfied as long as they are within 30 days from their original sale date.

We think this is a very generous offer, allowing customers to use our product and even send it back USED for a refund or no cost at all, aside from S&H.

When I spoke with this customer, APRIL LEE, she did not understand what I had explained to her. I offered her to keep the product for a LOW price of $42.97 to avoid her having the hassle of sending it out BEFORE the end of her 30-day period. THIS CUSTOMER STILL HAS THE OPPORTUNITY TO SEND BACK OUR PRODUCTS UNTIL OCT 1ST. She refused this offer and declared our company would be responsible for her Dermatologist bill, which I then explained we would not be liable for. Do companies like MAC, Lancme, Sephora or Estee Lauder pay for their customers Dermatologist bills if they so happen to break out due to their skin type? No. But aside from those companies, GIAVONIE SKINCARE, offers our customers a risk-free 100% money back GUARANTEE for those customers that may experience issues with their skin.

Unfortunately, for Mrs. Lee, she did not understand what our company stands for and only took offense when I explained to her we would not be responsible for any of the customers personal fees. 

I apologize openly to Mrs. Lee if I came off as rude or abrasive in any way, however, this customer was not taking "No" for an answer.

Our company PRIDES ourselves on upstanding customer service, high quality products and excellent reviews.

For any questions, issues, concerns or compliments please feel free to contact our customer care line at 1-800-511-6609 M-F 9am-6pm EST.
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