Aloevella Wrinkless Cream
Complaint 332820 Details

On October 28, I submitted an order through the internet for a free sample of 2 of their products. All I would be charged was shipping for each product.

Within hours after placing my order, I realized that this would result in an automatic charge to my credit card for subsequent shipments and called to cancel the order. I was told by the customer service rep that he could not do anything for 48 hours, as he could not see the order until 48 hours after it was placed. On that same day (10/28) my credit card was charged for two shipping charges.

When I called back on the 30th as instructed, I was told the product had already shipped and therefore the order could not be cancelled. He said I would need to wait until receipt and then return the product to prevent being charged for additional products.

On Nov. 4 I received an email which said I should have received my product by now. At this point I believed I had been told the truth and the product was en route. In actuality, the shipping charge must have generated the email, not the shipping itself. On Nov. 5, I received another email indicating that my order (which I had tried to cancel) had been shipped (8 days after being charged for the shipping.) So the information I was given on the 4th was not true.

I did not receive the product until Nov. 13th: 8 days after being told it was shipped and 16 days after being charged for the shipping.

Additionally, I did not receive a trial container of the product, but rather one box with 2 containers of each product and my credit card was charged on Nov. 15th for each product. I was never sent "free trial" containers of the product; I was sent 2 60-day supplies at the same time and was charged for one of them for each product. That is not a trial, especially since they're charging me a restocking fee for returning the product.

Delivery appears to have been timed to coincide with date on which they charge for the "subsequent refill" (15 days) that was sent in the same box the "free trial".

I called customer service to complain about sending the 60-day supply with the "free trial" and was asked by the rep "does it really matter what we send?" Of course, I said "yes it matters", since I would have expected to have an opportunity to try the product before being sent further supplies.

I've not included the charges for the subsequent refills in the Monetary Damages section, as they said I'd be refunded the charges for the 60-day supplies, but I've included the original shipping and the restocking fees. Subsequent charges for the 2 products were $99.90 and $139.90. Those amounts should be refunded (minus the restocking fee) in 4-5 weeks.