The Mystique Lab
Complaint 108755 Details

My understanding of this advertisement was that you pay £6 for the product. I dont even remember seeing a terms and conditions, there is no way it was visible on the page. It was just advertised at £3 per. I never received a courtesy call or a reminder even that my "free trial", was nearly up and that I either had to pay £139.90 or return the products. I didnt even know i was on a trial, I really thought I was just buying a product online, because THAT IS WHAT IT SAYS! I only found out about the free trial when I received a package in the mail with more mystique products in them. I called the number immediately and was directed to the rudest person I have ever spoke to. He said "its your own fault you should have read the terms and conditions". I asked could I speak with the manager he said "the manger is not here now" so I asked if they could call me back when the manager was around, his reply was "we dont make outgoing calls". How frustrating, you pay £140 a month for a product or service and nobody even gives you a call to see how the product is working for you. That is great customer service!!!. He also laughed at me and said, "why would you buy a product online from an advertisement, it was your choice to give us your credit card details". I was charged for 2 orders of mystique without any knowledge of this happening. He said if I send back the current products that they would reimburse me for them but not for the trial products. I sent everything back because I dont want any of them just my money back. I sent a handwritten letter with the package, with my name and number and the situation I was having, and I demanded at least an email to say my account was being reimbursed. I got no contact!! I have since got a statement from the bank and there was £139.90 reimbursed, but they still owe me £151.90 for the other products I do not want and sent back. I called them again, i was speaking with a woman this time. Same story, read the terms and conditions. I told her if this was a shop I could return goods that I did not want and they certainly wouldnt be charging my account £140 a month, her response was "yea, well, we are not a shop are we?". Seriously, who trains these people. I have never experienced anything like this before, and to take so much money from people, how do they sleep at night. Is there anything ever going to be done about this? So now I have no products (I didnt want them in the end anyway cos they were a bit strange) and I am down £140, thats 2 weeks rent like!