Supreme Brands, LLC Misleading Con with Customer Service Members trained like Used Car Salesmen Ontario California

Dear Very Mad in MASS.,

I'm sorry you have had such a poor experience with our company - after reading your complaint it is apparent to me that all of this could have been avoided if you would have read the terms and conditions that you MUST AGREE WITH in order to submit a trial order with us.

You are correct in that what we are offering is a "free trial" - however, please don't confuse what this means (which is why we list terms and conditions). A "free trial" is a time-sensitive test; in our case, you just pay shipping and handling fees to have the product shipped to you and it is "free to try" for the first 15 days from the time the product is shipped.

We are not offering or advertising "free samples," which is what it appears you believe we were offering. However, if you had read our terms and conditions which are listed clearly and legibly on the order page (and must be agreed to in order to place an order with us), you would have understood how our trial works.

These are our terms and conditions (which you agreed to when you ordered):

[I'm not certain what product you ordered but all our terms/conditions for trial offers are relatively identical; in this case I will reference "Colotrim"]

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When you order the Free Trial of Colotrim you will be charged only $4.95 (non-refundable) for shipping and handling. You will have a full 15 day free trial period from your original ship date to decide if Colotrim is right for you. In your trial offer you will receive two trial bottles of Colotrim which is a one month supply. If you are enjoying Colotrim, then do nothing and at the end of your 15-day trial period you will be charged $39.95 per bottle for the two trial bottles you received for a total of $79.90. Please remember most customers see significant and noticeable results after using Colotrim consistently for 3 months.

If you find Colotrim is not right for you, simply contact our Customer Service Department to cancel your membership within 15 days of your product shipment date and you will not be charged any additional fees. To cancel within your 15 day trial period please call 1-866-899-9006, we're available 24 hours a day, 7 days a week.

Approximately 30 days from your original ship date and every 30 days thereafter you will be sent a monthly supply of Colotrim and your credit card on file will be billed $39.95 per bottle plus $4.95 shipping and handling for a total of $84.85. That way you insure you will conveniently have it shipped directly to your front door every month and never run out.

Please note that no refunds are given on any products that have been already shipped.

You may cancel your membership at any time by simply contacting customer service.
Toll Free Customer Service phone: 1-866-899-9006
Customer Service representatives are available 24 hours a day, 7 days a week.

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These terms and conditions are also sent to you in an email confirmation immediately after you order, so it is disingenous to state that you were not made aware of the terms and conditions; they are listed repeatedly on our site, you must agree to them to order, and they are sent to you in a confirmation email.

We cannot force people to read the terms and conditions before agreeing to them; this is called consumer responsibility.

I'm sorry the product did not work for you, but you must understand the following:

1. Our product is a nutraceutical product meaning it is all-natural and has a wide-range of effectiveness on different individuals (results can be fast or slow, amazing or non-existant, etc.).

2. We are offering a "free trial" so that customer like yourself can see if the product works for them before they are billed.

If you had read our terms and conditions before ordering then you would have contacted us after taking the product for a week with little or no success; at that point your account would have been closed and you would not be billed or shipped anything else. However, as you did not read the terms and conditions that you agreed to and failed to close your account, you would then be billed for the trial once it ended in 15 days and continue to be billed for monthly shipments until your account is closed.

Our terms and conditions do clearly state that "Please note that no refunds are given on any products that have been already shipped." This is because we do not re-sell shipped products due to tampering issues.

When customers call in to cancel within their trial period we will certainly cancel their accounts if that is their wish - however, most people have unrealistic expectations of what type of results they will achieve in a one-week period (with little change in diet or exercise). We will try to explain to these customers how the product works, how to get the best results, and will offer them the product at a discounted rate such as 50% off so they can continue to take the product and get the benefits they intended. If a customer declines this offer their account will be closed and they will not be billed anything else.

The lesson to be learned from this situation is quite simple - don't agree to terms and conditions without first reading them. This will prevent you from being in situations where you have authorized a company to bill you but do not remember because you did not read the terms and conditions, leading to defamatory accusations that are not rooted in the truth.

If you need to have a recording pulled or have any other questions or concerns please contact our 24/7 customer service team at: (866) 899-9006

Devin
Customer Service Manager

Dear Sir or Madam,

In response to your rip off report I would like to ask you a few questions. The first one is did you notice the terms and conditions that are listed in bold print on our website, or on the email that was sent to you in the confirmation of your order? A free trial is the right to try a product within a "trial period" not a free product. The second question is: If we are a scam why would we take the time to set up a customer service department and train employees on how to sell and raise customer retention? We stand by our products at Supreme Brands and have literally thousands of satisfied customers. My last question is did you notice the recording stating "this call will be recorded for quality assurance"? If you would like to contact our customer service department we will gladly furnish you with all recordings between you and our customer service reps.
In closing I would like to personally like to apologize for your unfortunate experience with our company, but to call us a scam and a rip off is unfair. If you would like to contact our customer service department regarding your account please feel free to do so we are open 24/7, thank you.

Sean
Customer Service Manager
866-899-9006