Supreme Brands, LLC "Automaticall Enrolled" La Jolia California

Dear Deb,

I'm very sorry that you have had such a poor experience with our company - however, after reading your complaint it is clear you did not fully read and comprehend our terms & conditions before ordering.

You did not order a "free 30-day supply" from our company; you signed up for a "free 15-day trial" where you are sent a one-month supply to try. The reason you are sent a one-month supply for a 15-day trial is that the product is only made in one size, a one-month supply (there is no sample bottle to send out).

In order to place an order with us, you must check a box that states you are agreeing to our terms and conditions - if you do not check this box, your order will not process. The terms and conditions are listed at the bottom of the page in clear, visible language. They do explain in detail that what you are signing up for is a free 15-day trial where you will only pay shipping and handling costs to have a one-month supply of product shipped to you. If you are unhappy with the product, close your account within the trial period and you will not be billed or shipped anything else. If you are happy with the product, do nothing and when your 15-day trial ends you will be billed for the product at it's regular price. If you keep your account open you will be sent new one-month supplies of product at the regular price every 30 days from your original order date.

These terms and conditions are also sent to you in an email confirmation immediately after ordering with us.

I'm very sorry that you had such difficulty getting in touch with us; in December of 2008 we transitioned to a 24/7 customer service center and because of this there were some extreme hold-times.

Our terms and conditions when you signed up did list a return/refund policy that explained there would be a 25% restocking fee if you wish to return an unopened shipment for a refund.

This is because if you do not want a shipment you should close your account before it is sent out; it is not free to refund someone - a merchant must be paid to process a refund, a shipping clerk has to be paid to pick-up the mail, open the package, issue the refund, and restock the pacakage. We list the restocking fee so customers are aware that they should close their account to stop future shipments, instead of letting us send shipment after shipment until they decide they want to return everything for a full refund.

Devin
Customer Service Manager