• Report: #1095681

Complaint Review: Sheridan Labs

  • Submitted: Wed, October 30, 2013
  • Updated: Sat, November 02, 2013

  • Reported By: DPorter — Eastlake Ohio
Sheridan Labs
1285 Baring Blvd., Suite 297 Sparks, Nevada USA

Sheridan Labs, Equinox, Equinox Beauty, Skin Revital Not a free 14-day trial; full charge before you have a chance to use the product for 14 days Sparks Nevada

*Author of original report: Rebuttal Response

*General Comment: need to read...

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I ordered Equinox Glow and Skin Revital from the parent company Sheridan Labs located in Sparks, NV.  It was to be a 14-day FREE trial with only paying for shipping.

First, I was charged an additional charge of $.74 for an international fee in addition to shipping (the company is based in the US).

Second, my order date was 9/5/13 and I received the products on 9/12/13 via UPS.  After trying the products for a few days, the products dried out and made my skin breakout.  I cancelled any further orders on 9/25/13, within my 14-day free trial period from receipt of my products on 9/12/13.

I received cancellation confirmation numbers and was told I would not be charged any further charges.

Upon receiving our monthly billing statement from September and doing our billing in October, we were charged on 9/24/13 for $99. [continued below]....

.....00 and $93.00 respectively with another $.74 international fee. 

In speaking with customer service, we were told they billed us on 9/23/13 which is 14 days from my order date; this was an untrue statement as the charge would have been made 9/19/13.  9/23/13 is not 14 days from my order date or my receipt date.

Customer service said I agreed to their terms & conditions regarding the 14-day trial period; the terms are vague in regards to the starting/ending period.  I read them multiple times to try to understand them accurately.

Customer service indicated they will not refund the charges.  I then indicated that I would return the products for a refund; they said it was past 30 days and they would not issue a refund.

I asked for a supervisor or manager to speak with; they indicated that supervisors and managers do not accept calls.

This is false advertising and a scam of a 14-day free trial when they do not give you a full 14 days to try the product from receipt of the product.

This report was posted on Ripoff Report on 10/30/2013 09:22 AM and is a permanent record located here: http://www.ripoffreport.com/reports/sheridan-labs/sparks-nevada-89434/sheridan-labs-equinox-equinox-beauty-skin-revital-not-a-free-14-day-trial-full-charge-1095681. 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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Updates & Rebuttals

#1 Author of original report

Rebuttal Response

AUTHOR: DPorter - ()

I am not sure if you work for this company or not; if not, I do not have any need for your response. How can you possibly believe that a trial period is from an order date and not a received date?  How can anyone try a product if they do not have it in their possession?  Put this perspective...the company could take 14 business days to ship it then and require the customer to pay for something they had no time to try.  This type of stance in not to the customer's benefit and not to the company's benefit in obtaining customers.  I am a business executive and would never falsely misled a customer in this manner.  This is not the only complaint regarding this company; I have since researched them on the Internet and found numerous complaints.   

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#2 General Comment

need to read...

AUTHOR: Tyg - ()

 You are under the mistaken impression that your time starts from the time you recieve your order. That is not the case. Your trial period starts when you place the order. Its all in the fine print somewhere on the site. No they will not give you a refund. No a supervisor doesnt have to take calls. Consumers are under the impression that they can just go over ppls heads to get thier way. Its unfortunate but its no longer the case. Most supervisors or managers CANNOT supercede thier companies policies. That ability was taken away back in 2009 after the housing market crash. Managers and supervisors were falling for all of the sob stories they were recieving. SO to keep in business most businesses opted for a "hardline" approach. They simply do not allow a supervisor to do what they used to be able to do. This does cause customer service issues from time to time. But in order for a company to stay in business they cant give in to every consumer demand.

Its not a scam. Its just that you exceeded the time frame in order to either do a return or cancel the trial. This is a common issue with consumers who use the internet to shop. They attempt to read into the TOS thier personal situation. These companies can no longer afford to bend to every demand. As I said they take a hardline approach. In the future IF you choose to continue to shop online, I would suggest that you make a safe assumption that any timeframe starts from the moment you place your order. This way there wont be any surprises on your bank statement.

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