WordSmart Deceptive Trade Practices San Diego, California

We are sorry to hear that the Linn family was unhappy with their WordSmart order. Since I do not have the specific account information I would like to respond in general to the issues mentioned.

            First of all, regarding why we initially called the Linn family We have general information that students are going to be taking the SAT or ACT and that the student wants help increasing their score on these tests. We follow up with parents and give them the opportunity to evaluate our program for a 30 day trial since our product is guaranteed to help with these tests. We never tell parents that their student ordered our specific program, only that their student expressed interest in getting help on the SAT or ACT and that we have a product which can provide this help.

            In regards to Linns complaint that they were sent other products after their trial when they were told nothing else would be billed, I would encourage Linn to contact our customer service department at 1-800-641-9673 to have their sales call reviewed. We record our sales calls to make sure our sales people are explaining the WordSmart program correctly to our customers. This is done for the companys protection and for our customers protection as well. If our sales people do not explain the future billings we want to know about it so we can correct the problem. Likewise if we research the sales call and confirm our customer was informed that they would be sent other products after their trial we want to be able to assure our customers that everything was explained in the sales call. I am confident that Linn was told that other products would be sent after their trial expired and welcome the opportunity to review their account. If Linn was not informed of the future billings in that recorded call we would happily refund them.

            We understand that our customers are very busy so in addition to informing them verbally in the sales call that the next WordSmart product will be sent after the 30 day trial, we inform them repeatedly in writing in their first shipment. We even put a sticker on the outside of the Priority mail box which states another product will be sent after their trial so if they dont have the time to open the box right away they will still get a reminder of the future products scheduled to ship. We include our toll free 800# on this sticker so our customers can contact us immediately if they have any questions or want to make any changes to their account.

            In regards to Linns account, if they received three additional charges of $57.90 this means they did not cancel their WordSmart service until over four months had passed since the receipt of their initial order. Each time we billed their credit card, from the order date on, we put our name and phone number on their credit card statement. Of course we also delivered products to their home each time we billed their card. If they had any questions or concerns we were available every business day. We also consider a return a cancellation request which means the Linn family kept those shipments every month. Just like any business we have a return policy and this policy does not encompass 120 days of account activity.

            Im not sure what Linn is referring to regarding WordSmart doing updates which was found later to not be true. We do updates on our products periodically and our customers are qualified for two free disks to be sent within two years of their order date. If Linn needs an updated product I encourage her to contact us at 1-800-641-9673.

            In regards to our offer of exchanging other WordSmart products for Linns current products at no charge, of course that would not reinstate the monthly billings. If she would like an email confirmation that there will be no additional billings accompanying her product replacement we would be happy to do this for her.

            Overall in regards to the continuity shipments, Linn was informed verbally and in writing these products would be sent. All of our customers are informed verbally and in writing that WordSmart is a continuity program. No customer is required to receive products monthly. All customers can cancel their future billings at any time. Our customer service department is available every business day until 5 PM PST at 1-800-641-9673 and should anyone ever have any questions about their account or want to make any changes we are happy to assist them.

            In regards to Linns complaint that our guarantee required 20 hours of product usage, she is absolutely correct. Of course, as with any company who has a guarantee, we have to have parameters as to what qualifies a customer to take advantage of our guarantee. It would not make sense to have no parameters to our guarantee. Our company statement is that using our product will increase the SAT or ACT score. If the program is not used then obviously we cant guarantee the increase. The parameters of the guarantee are given in writing in all first shipments and can be found at any time at www.wordsmart.com. The SAT and ACT guarantee lasts up to two years after purchase date which gives our customers plenty of time to use the products for the minimum time period required. If Linn purchased the product within the last two years she is still within the time period to take advantage of this guarantee and we encourage her to take advantage of our offer. Most students take the SAT or ACT multiple times so even if the student recently took a test there will be several other opportunities for the student to test again this year alone.

            As weve stated before, we are sorry that Linn is unhappy. Of course we do not want unhappy customers but we believe we have the right to a return policy like any other company. For Linn to agree to a 30 day trial and be told if she did not cancel other products would be sent, then to call 120 days and four shipments later and expect a refund is just not reasonable. As she mentions in her complaint we were and are happy to work with her in regards to product exchanges but per her original recorded agreement she was well past the time period to get any refunds.

Sincerely,
WordSmart Customer Service