PREMIUM WHITE Premium White Pro Charged for a FREE trial??!! Aurora, California

I also ordered the premium white pro pen, and was led to believe that it was a FREE sample, since every page that leads up to the order page says in big bold letters "free sample". About 2 or 3 days after I placed the order online, I got a confirmation call from the company. They told me that for ordering the pen, as a "thank you", they would send me the tooth whitening kit, and that I would get one once a month and it would cost $48 a month. I clarified that my credit card would be charged $48 every month, and they said "yes". I said "Then I don't want it." I made it VERY clear that I didn't want the kit. I said "I was just trying to order a free sample, I wasn't trying to order the kit. I don't want the kit."

They sent me the kit anyway. I got it today and my credit card was charged $94. I have no idea how they came up with that number, since they said the kit would cost $48. I called them and they didn't know anything about a $94 charge. They said they had in their records, only one charge for $48. I told them that my credit card was charged once, a charge for $94 from SMILEBRIGHT. They repeated that their records showed only one charge for $48. This went around in circles for a few minutes with them repeating over and over again the line about one charge for $48, so eventually they said they would cancel my order, which they did, and gave me a cancellation number. Apparently, the pen and the kit are from two different companies, so they gave me the number to call the company to cancel the kit. I called them (same story about not having a charge of $94 on record, blah blah blah), and eventually they also cancelled my subscription for the kit every month and gave me a cancellation number. The best part of all of this is that I just got the kit today (December 16) and they said that in order for me to get my money back, I would have had to send it back and for them to have it in their warehouse by December 11! How is that even possible? They said that even if I sent it back now, there's no guarantee that I'll get my money back.

I called my credit card company right after I got off the phone with them and talked to the resolution department. The person I spoke to said this kind of problem with this company is an EPIDEMIC for them right now. They told me that if I send it back with a tracking number (so they can't play any dirty games and claim they never got the kit back), they'll make sure I get my money back, and if they try to make any further charges to my card, they'll cancel the charge, credit the money to my card, and go after the company themselves to get the money back.

Hello,

If there was some confusion about your subscription, we honestly didn't mean to inconvenience you in any way.  Our goal is not to inconvenience our customers .The terms and conditions of our offer are very visible on the order page, they are stated on the order page where you confirm your order, located directly to the top of where your credit card information was entered. There is also a link at the top of the home page that opens up the terms and conditions in a separate window. Customer service is our number one priority and we do everything we can to be open with all of our customers. Of course, mistakes can be made; and if you were not aware of our terms and conditions in our site, we are happy to offer you a full refund if you return the unused product back to us. We have always honored our 30-day guarantee and will continue to do so.

You can talk to customer support seven days a week. Our U.S.-based help lines are also staffed each and every day of the week to respond to any questions you may have both before and after your order. Simply call us at 866-528-6214 or visit our 24/7 live help at http://www.premiumwhiteultra.com/contactus.php and we will be happy to walk you through the entire cancellation process.

Your satisfaction is our number one concern,

Thanks,