Pheonix Labs Inc.
Complaint 310654 Details

I was charged £89 for an anti-ageing serum I expected for free, which I got for my wife, since she thought it would be interesting to do a trial on a cream. The company placed cookies on our computer, flashing up a free trial for this cream, which we thought was not in full production yet.

The cream arrived without any forms to fill in. My wife started using it and she found it quite drying for her skin. There was no indication we had to contact them within 14 days, if we didn't like the product. We were waiting for something to come through email to provide feedback on the cream. This never happened.

We gave the company our bank details, thinking we were paying for postage. Half way through the session to buy the cream through the website, I thought there must be a catch to this and decided to abandon it. But when I tried to do this the company offered me postage and packaging at even a lower price and fooled me into a false sense of security. It would never have dawned on me to buy cream over the internet. The company also placed user statements on its website highlighting the users received cream products at a saving of approximately 140 pounds. Their statements never alluded to having to state within 14 days the user had to state he/she was unhappy with the product. I did at no time see these conditions on the website. The website is conning people into losing £89 at a time, when they think they are just paying for postage and packaging and entering into a trial.
I immediately asked for a refund when I read my bank statement highlighting RVTL or Phoenix Labs Inc. had taken £89.00 from my account.

They will only refund me £44.50. I still have to check if they have even done this.
I have sent them an email requesting the whole amount to be refunded. They have not responded.

I have informed them that if I don't get a full refund I will take this matter further.
Could you advise me on what I should do now?