AuraVie.com
Complaint 45497 Details

On 10/29/2011, I responded to an internet pop-up ad for skin care products and one of two links took me to the AuraVie site. I thought that was the name of the single product being offered in a free trial of a 30 day supply. I saw no retail costs, no "club" no membership and no terms and conditions, simply the place to agree to pay the shipping charge & $0.00 for the product charge. I placed an order. I received an email confirming my order, again no terms and conditions, no retail cost other than the shipping charge. I then went out of town until 11/11/2011. Upon my return, I found the package outside my door. The package had 3 products in it, no invoice, no company information. My Credit Card statement closes on 11/18/2011 and when received, had only the shipping charge from AuraVie. I thought all was right with the world. On December 3, 2011, I had reason to look at my current charges on-line and learned of the 11/19/2011 posting of the charge $97.88 by AuraVie. I called the Customer Care number provided in my confirming email, but they were not open. I found the company website and filled in the contact invitation, asking why the charge and demanding a refund. On Monday, 12/5/2011, Customer Care Rep contacted me and claimed I had agreed to terms and conditions when I ordered. I disagreed. The Rep said that the 10 day window to return the product had passed and he could only offer to credit me $30.00 and at that, only if I did not protest the charge with my credit card company. I refused the partial credit and asked to speak with a supervisor. On Tuesday, December 6, 2011, a supervisor called me to again say I had violated the terms and conditions of the offer but he would refund me $45.00 if I did not protest the charge with my credit card company. I refused. The inducement to order a free trial of a 30 day supply coupled with the lack of transparency in the terms and conditions causes shoppers such as myself caught trying the product to feel cheated. Who would want to try a 30 day supply in 10 days? No responsible shopper would participate in such an offer if it was clear that the shopper would have to receive shipped product, try the product, call the customer care dept for an RMA number and package up & ship the product back all within 10 days. AuraVie has made a sham of the legal requirement to advise shoppers of its intent with the publishing of its terms and conditions. AuraVie is not out to sell product, it is out to get as many of us to "try a free trial of a 30 day supply" at nearly $100 each and provides a self-employment act for their Customer Care Department. Such deceit by an internet retailer is an attack on internet commerce and must not be tolerated. I demand that AuraVie take the honorable action and reverse its posting of a charge to my credit card.