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Report: #1152457

Complaint Review: Kollagen Intensiv - Internet

  • Submitted:
  • Updated:
  • Reported By: Charles — Hurst Texas
  • Author Not Confirmed What's this?
  • Why?
  • Kollagen Intensiv Internet USA

Kollagen Intensiv Free product with $4.95 shipping becomes $99.95! Deceptive Practice! Internet

*UPDATE Employee: Rebuttal

*Author of original report: Update to Report: Proper company name

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Kollagen Intensive sends out emails and mailed advertisements about a "free sample" for a "line erasing" product.  The ad says the consumer will only pay $4.95 for shipping.  Then, after 30 days, if they haven't heard from the consumer, the consumer will be enrolled in their subscription service and be charged $99.95 per month for 2 jars of their Kollagen Intensiv product.  

My wife ordered this product.  We were NEVER charged the $4.95.  Instead, we were charged $99.95.  When we called, we spoke with "Jason".  He repeatedly insisted that we had waited 40 days to call, and as a result the first 2 jars had already been shipped and we had to pay the $99.95.  He cancelled the subscription, but refused to refund the $99.95.  I informed him that (a) we don't agree that 40 days had passed, but -more importantly- we never even received the $4.95 charge.  How can they charge us $99.95 for a future shipment before they even charge us for the product already received?  I pointed out that we cannot be the first customers who have complained about this process, and who have sought a refund (in fact, I could hear other reps in the background talking about "refund”).  Jason refused to listen or address any of this.  

After prodding from me and being put on hold several times, Jason offered to give us a 50% discount.  I again asked him as a courtesy to please either waive this charge, or transfer me to someone who can.  I explained I know there is someone at that company who has the authority to do this, as a matter of customer service, and to save them the hassle of dealing with me.  I said I didn't want to be "that customer" who goes to the media, goes to the regulatory agencies, and calls repeatedly; it would be cheaper to refund the $99.95 than to spend the time and trouble of having me continue to pursue this.  If I'm left with no choice I'm capable of being "that customer".  Jason told me he wouldn't transfer me, but would schedule me for a call-back from a supervisor.  His tone throughout the call was very condescending and he repeatedly put me on hold when the conversation did not go the way he wanted.  

BEWARE THIS COMPANY!  They depend on confusing you and stonewalling you.  They do not engage in standard billing practices.  And they do not care about you or their reputation, they care about getting as much money from you as they possibly can.  I have already disputed this charge with my credit card company, and I will be contacting the Better Business Bureau and state Attorney General soon.  

This report was posted on Ripoff Report on 06/05/2014 02:27 PM and is a permanent record located here: https://www.ripoffreport.com/reports/kollagen-intensiv/internet/kollagen-intensiv-free-product-with-495-shipping-becomes-9995-deceptive-practice-in-1152457. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals

REBUTTALS & REPLIES:
1Author
1Consumer
0Employee/Owner

#2 UPDATE Employee

Rebuttal

AUTHOR: Kollagen Intensiv - ()

POSTED: Monday, September 08, 2014

I am sorry to hear about your disappointment with Kollagen Intensiv.

We go through every effort to make our terms as clear as possible.  In fact it’s not possible to continue placing an order unless you check mark the box to say you have read our terms and conditions.  Our terms are written very clearly and they are not hidden in any way.  In addition to the terms we send a receipt with a link to our terms and also a brochure that came with the first shipment stating that it is a trial program and that you may cancel at any time.  If we do not receive a call from the customer then we will assume the customer wishes to stay on the program and a two month supply is automatically shipped out 30 days later.  Due to the generous nature of this program i.e. you receive the first jar for free, we are unable to offer any refunds or returns. 

Please note Kollagen Intensiv is available with a money back guarantee on our non-trial website, however, the cost for this is at the regular price of $59.95 plus shipping.

Please see attached a screen-shot showing the webpage where you signed up including the terms and conditions.

 

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#1 Author of original report

Update to Report: Proper company name

AUTHOR: Charles - ()

POSTED: Thursday, June 05, 2014

Since filing this report, I have learned that the company who makes "Kollagen Intensiv" is "Leading Edge Herbals Company", based out of Gray, TN.  Another phone number for them is 866-621-6886.  Their website is www.leadingedgeherbals.com.


 


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