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Report: #1373978

Complaint Review: Secret Serums - Lewiston Maine

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  • Reported By: Jim — Birdsboro Pennsylvania USA
  • Author Not Confirmed What's this?
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  • Secret Serums Secret Serums 41 Canal Street 04240 Lewiston, Maine USA

Secret Serums Product is free, Pay only for the Shipping! Lewiston Maine

*UPDATE Employee: REFUND

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Product is advertised at a cost of $5.95 for the anti-aging treatment and $5.90 for the instant line filler (shipping costs.) I didn't press the "yes" button to purchase the Exfoliating cleanser at $19.95, but it was added to my cart anyhow, and the order went through automatically. I thought that was pretty strange, but figured I'd just give it a try since I couldn't undo the order. An email was sent to me with my order and I noticed that I had been billed for the $19.95 Exfoliating cleanser product which I did not order. I called thier customer service and had it removed with no problems. At that time I told them to cancel any further shipments of thier produts other than the ones I ordered. I never received any communication other than receiving the product that was ordered. They never took me off of the trail period(Please read the next paragraph.) 

The scam: The language about the 15 day trial is intentionally confusing. I fully expected there might be a program that you're entered into unless you opt out, even though there was no indication at the time of purchase, but the reality is this. The 15 day trial starts on the day you order the product, but it takes about 10 days for them to ship it to you. There is never any email correspondence, so there isn't even a way to know if the products are on their way. As soon as you open the mailing package, you aren't allowed to return the product, even if the product itself is unused. As soon as your 15 day trial is over, they charge you the full price for the products they've already sent you, even though the invoice enclosed in your package says This is not a bill - no payment required. The full price for the products are $89.41 for the Anti-Aging Treatment and $87.00 for the line filler. 

My credit card was billed for the shipping and product charges!

When I called the customer service line the attendent was very rude, I had to ask to speak to a supervisor (who also,was very rude) and the only choices that they would give, is to have your account closed/cancelled and put in for a 50% refund to thier corporate office. I have not received any refund, I have received email from them that the 15 day trial order had been cancelled. 

I am now working with the credit card company to try and get the charges removed from my account with them.

This report was posted on Ripoff Report on 05/18/2017 11:54 AM and is a permanent record located here: https://www.ripoffreport.com/reports/secret-serums/lewiston-maine-04240/secret-serums-product-is-free-pay-only-for-the-shipping-lewiston-maine-1373978. 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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REBUTTALS & REPLIES:
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#1 UPDATE Employee

REFUND

AUTHOR: Secret Serums - (USA)

POSTED: Monday, May 22, 2017

Hi Jim,

We're sorry that you had a negative experience with your 15 Day Trial.  Per your customer service call on May 17, you were offered, and accepted a 50% refund.  As our rep stated on the phone, it can take 3-5 business days for the refund to be processed and returned to your card - you wrote this complaint less than 24 hours after your call.

However, If you are issuing a bank dispute, we'll be unable to refund any portion of the purchase, as it becomes a transaction between you and the bank.  Please let me know how you would like us to proceed.

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