New Vitality Ageless Male Lied about "30-day risk free trial", overcharged shipping and 2nd bottle that I did not order. Farmingdale, New York

To cancel for autoship on any product call 631-777-7767 ext 1236. call even if you ordered and don't believe you are on autoship call to cancel because you probably are. Mr. price you can call that office number to get it straightened out hopefully.

-BB

Hi Mr. Price,
 
In response to your letter regarding Complaint ID 848081, New Vitality followed our standard policy and procedure with the customer as outlined below:
 
We have previously responded to both Better Business Bureau and the Attorney Generals office for the same complaint. We have already provided all the documents to both Better Business Bureau and the Attorney Generals office in regards to complaint and our response was as follows:
 
New Vitality is a Vitamin Company. We market our line of natural health and cosmeceutical products over the radio. We offer both free and risk-free offers of many of our products.
 
To explain the offers in detail, risk-free offers require customer(s) to purchase the product at the advertised price plus the shipping and handling. The customer(s) can use the product for a full 30-days which start from the date of delivery provided to us by USPS.  If the customer(s) do not see or feel the results within the allotted 30 days, the customer(s) can return the item and will receive a prompt and complete refund of the purchase price of the product less shipping and handling and any applicable re-stocking fees.
 
Free offers require customer(s) to purchase shipping and handling. There is no charge for the product.
 
Customer(s) are responsible for all shipping and handling fees which are non-refundable.
 
You (Mr. Price) placed an online order for 1 bottle of our male supplement Ageless Male on our website, January 3, 2012. You placed the order for a risk-free bottle of the product and agreed to pay $29.95 plus $6.99 for shipping and handling. You (Mr. Price) were not charged $34.95 to your account as stated by you in your complaint.
 
This order was delivered on January 12, 2012. You (Mr. Price) had until February 11, 2012 to return the original package for credit. The website clearly explains the terms of the Preferred Customer Program. All customers are advised if they do not want to continue to receive future shipments of the product to call our Customer Service Department to cancel future shipments; the same is also stated on the invoice that is sent along to the customer as well as on the order confirmation email. In addition to our phone line our Customer Service Department can be reached by email or standard mail.
 
We never received a call from you (Mr. Price) and another shipment was charged and shipped on February 3, 2012. We document all accounts electronically and automatically once a Customer Service Representative has spoken with a customer and there is no record of any Customer Service Representative speaking with you (Mr. Price) until February 15, 2012. We received a call on February 15, 2012 and your (Mr. Prices) participation from the Preferred Shipping program was canceled. As a courtesy the Customer Service Representative offered to send a pre-paid return label to send the product back to us at our expense. However, since it is not our fault upon receipt of the product we will be charging you (Mr. Price) the shipping and handling charge of $6.99 and $5 for a pre-paid return label. Your (Mr. Prices) total refund would be $29.95. Also, according to return policy guidelines you (Mr. Price) will not be able to return the original package for credit.
 
All our packages have an invoice included in them explaining the proper return procedures. We have a 30 day return policy starting from the date of delivery. We do advise our customers to purchase postage as New Vitality is not responsible for any lost or damaged packages and to avoid being charged the re-stocking fee. There is no guarantee on if and when the package sent back as refused or return to sender will arrive. In case the package is returned to us as Refused or Return to Sender the restocking fee of $3 would be assessed in addition to the shipping and handling.
 
 
Please feel free to contact me at any time if you have any questions or need any additional information.
 
Sincerely,
 
Customer Service
New Vitality
260 Smith Street
Farmingdale, NY 11735