LeanSpa
Complaint 7017 Details

I signed up for the trial. They charged $1.95 for each of the trial bottles. I sent an email to cancel and they continued to charge me. I called and spoke with someone who gave me his bosses email stating I would just need to send back the products and I would recieve a credit. After several emails back and forth with the very rude boss - Glen Arnell ([email protected]) Here is what transpired: (Latest email first - start at bottom of chain for oldest) I have yet to see any refund, and he never responded to my last email below. Personal email address removed for privacy)

Glen,

You guys certainly have a lot of "catches" that you aren't very clear with your customer's about. Please give me a contact number for both yourself and your supervisor. We discussed my monies being refunded back in March, as soon as you received my return. I was told that it takes 30-45 days for that to be completed and as I mentioned it has been well over 60 days. There was no mention in the emails or on the phone of it being outside the refund policy, additionally we already discussed that your company charged me early, and I also attempted to contact your company and cancel well inside the 30 day money back guarantee policy. Possibly I need to speak to a manager or even my lawyer about this whole situation, as I have copies of all correspondence and it is beginning to look sketchy... I am very disappointed with your company and your customer service.
Thanks



From: "Glen Arnell" <[email protected]>
To: Sarah
Date: 06/08/2011 04:42 AM
Subject: LeanSpa Accounts 478690, 478685



Here is the catch when you do return to sender if it takes longer than 30 days from the date of cancelation which was 3/24/11 then your outside of the refund policy.  I will find out if and when the products were returned because as of yet there are no notes in the file they returned…thanks

From: ___.com [mailto:___.com]
Sent: Tuesday, June 07, 2011 7:38 AM
To: Glen Arnell
Subject: RE: Please Refund Monies Charged

Glen,

It has been well over 60 days, and I have yet to see any credits. What is holding this up?

Thanks,
Sarah




From: "Glen Arnell" <[email protected]>
To: Sarah
Date: 04/12/2011 10:47 AM
Subject: RE: Please Refund Monies Charged




Unfortunately the “Return to Sender” can take 30 to 45 days to return but hopefully they will eventually show up. The RMA# to return what you have left 478685-634…same as below it will apply to that account…thanks

From: ____.com [mailto:____.com]
Sent: Tuesday, April 12, 2011 6:30 AM
To: Glen Arnell
Cc: Sarah
Subject: RE: Please Refund Monies Charged

Glen,

I had two unopened shipping packages that I "Returned to Sender" over a week ago that had 1 cleanse (RMA 478690-626), and 2 diet (RMA 478685-634). I additionally have 1 unopened diet bottle at home, but i need a RMA # to return it, if I understood Logan correctly. That would total the 4 unopened bottles, yes. Once I have that RMA number, I will send it right out. As I mentioned before, I have been trying to resolve this for over a month now, and would really like to get this resolved before additional finance charges are incurred on my credit card.

Thank you




From: "Glen Arnell" <[email protected]>
To: Sarah
Date: 04/12/2011 08:16 AM
Subject: RE: Please Refund Monies Charged






To receive what you are asking we would need to receive back 3 unopened bottles of the Diet and 1 unopened bottle of the Cleanse. So if I understand it correctly you should still have a package that has 2 diet bottles in it…is that correct?

thanks

From: ____.com [mailto:____.com]
Sent: Monday, April 11, 2011 9:06 AM
To: [email protected]
Cc: Sarah
Subject: RE: Please Refund Monies Charged

Glen,

I am waiting to hear back from you for instructions and RMA# to ship back at the very least the 2nd diet pill bottle. As I mentioned prior This is my second time having to follow up. I would like to get this resolved asap, and not prolong it any further. If you are unable to help me, then please direct me to someone who can. I am looking for a total refund of $319.96, for 3 bottles I have already returned (1 cleanse and 2 diet), and my two trial bottles and the 2nd diet bottle currently in my possession.

Thank you in advance for your prompt response.

Sincerely,
Sarah


----- Forwarded Message ----
From: "_____.com" <______.com>
To: Glen Arnell <[email protected]>
Cc: Sarah <syahoo.com>
Sent: Fri, April 1, 2011 2:01:54 PM
Subject: RE: Please Refund Monies Charged

I believe the plastic wrapping is off the first two I received (cleanse and diet), but plastic is still on the 2nd diet I received. I received the newest shipments this past week, never opened shipping package, and have already sent them back. What are we looking at?

Thanks



From: "Glen Arnell" <[email protected]>
To: Sarah
Date: 04/01/2011 01:57 PM
Subject: RE: Please Refund Monies Charged








So how many total unopened bottles do you have that can or have been
returned diet and cleanse?

thanks

-----Original Message-----
From: ____.com [mailto:____.com]
Sent: Saturday, March 26, 2011 10:44 AM
To: Glen Arnell
Cc: [email protected]
Subject: RE: Please Refund Monies Charged

As I was sick the first week I received them, and unable to go to the gym,
and then received the second bottle of weight loss pills, knowing something
wasn't right - thankfully, I actually never opened any bottles. Also, my
first attempt to contact was 3/4, not 3/7, in the event those few days
matter. Please provide me with how to return, and I will have them all in
the mail this coming week.

Thank you,

Sarah


-----"Glen Arnell" <[email protected]> wrote: -----

=======================
To: Sarah
From: "Glen Arnell" <[email protected]>
Date: 03/24/2011 02:26PM
Subject: RE: Please Refund Monies Charged
=======================
The website is clear regarding the autoship but you are accurate about
being charged prior to the 14 day Trial Period&#8230;you were charged on the
12th day and I do see that you sent in an email on the 7th of March to be
canceled. The charges for both accounts in March have processed another
shipment to be sent that we cannot stop. So once these new shipments arrive
we would appreciate it if you would return them. How many other unopened
bottles do you have regarding both accounts and once I know we can work on
the refunds&#8230;thanks



From: ________.com [mailto:___________.com]
Sent: Thursday, March 24, 2011 10:53 AM
To: [email protected]
Cc: SarahSubject: Please Refund Monies Charged



To Whom It May Concern:

I spoke with a Logan in your customer service department today in regards to
being charged 4 times the $79.99 fee. My first issue, is the website is very
misleading when stating it give you a 14 day trial period. I absolutely DID
NOT have anywhere near 14 days to try the product, after receiving it,
before being charged (RMA #478690 & #478685).

The website shows the "Terms & Conditions" as: Terms and Conditions: By
placing your order today you&#8217;ll be shipped 1 bottle of LeanSpa Weight
Loss System tablets (just pay S&H). If you feel The LeanSpa Weight Loss
System is not for you, cancel within 14 days from today to avoid the
purchase fee of $79.99 and enrollment in the auto-shipment program which
sends you a 1 month supply every 30 days starting 30 days after your trial
period. You can cancel at any time by contacting our Customer Care
Department via phone at 1-800-839-9990. 30 Day Money Back Guarantee.
&#8226; This transaction will appear on your bill as &#8220;LEANSPA 888 839
9990&#8221;

Again, it is very misleading, and it led me to believe that it was a one
time fee of $79.99 to enroll in the auto shipment program; not a MONTHLY fee
of $79.99 for EACH the Cleanse AND the weight loss pills. When I received
the second half of the weight loss pills (RMA #478685a), I was concerned I
would be charged twice, and attempted to contact your company by email on
3/4/11(#449781) to request cancelation and a full refund of my money, as
stated in the 30 Day Money Back Guarantee. I attached all emails below for
your reference.

My email was replied to on 3/7/11, that no one could help me via email,
because the company is experiencing high call volume. As it is very
difficult for me to contact you by phone, I attempted to contact the company
by email, again, on 3/7/11(#370601). This also obtained a similar response,
as shown in the following emails.

Finally, I made one last attempt, and tried again on 3/22/11 (#560824) - and
received the same response yet again. I finally took unpaid time off to take
a break from work, and be able to call and get this resolved. Logan was very
pleasant, and he stated that apparently another shipment is on the way, and
I have already been charged for shipments #478690-626 and #478685-634. He
said I can return the new shipments for a full refund of the $159.98; so
when I receive them, I will mark them as "Refused: return to sender." I am
writing to ask is there anything else I need to write on the packaging to
ensure this gets taken care of in a timely manner?

Logan directed me to you in order to resolve the original charges, from the
first order. He had mentioned because I was calling outside of the 30 day
time frame he would only be able to refund me $60.58. As it clearly shows in
the chain of emails below that I tried contacting your company several times
to cancel within the 30 day money back guarantee time frame, I would like
the other two charges of $79.99 refunded to my account as well please. This
would be a total refund of $319.96.

Any questions, concerns, or directions you have, please contact me by this
email address. It is the easiest and quickest way to be able to reach me.

Thank you in advance for your prompt response and attention to this matter.

Sincerely,

Sarah

----- Forwarded by Sarah on 03/24/2011 11:54 AM -----

From: "Ticket Support" <[email protected]>
To: Sarah
Date: 03/24/2011 10:58 AM
Subject: [#560824] 3rd contact - order inquiry

_____




_______.com,

A customer support staff member has replied to your support request, #560824
with the following response:

Dear LeanSpa Customer,

We currently have been undergoing extremely high email volume. If you
currently have an open email ticket, the ticket will be closed and a new one
will need to be opened by you if you prefer to communicate with us via
email. We apologize for any inconvenience.

For immediate assistance, please call our toll free customer service @
888-839-9990. Our customer care representatives are standing by to assist
you. We are available Monday through Friday from 7am to 7pm MST and on
Saturday from 9am to 5pm MST.

If your inquiries have been resolved, we thank you for contacting us, and we
appreciate your business.

Thanks for contacting LeanSpa, and have a great day!

--
Customer Care Team
LeanSpa - The PROPER Weight Loss Solution
Toll free: 888-839-9990
email: [email protected]

We hope this response has sufficiently answered your questions. If not,
please do not send another email. Instead, reply to this email or login to
your account for a complete archive of all your support requests and
responses.

<http://care.leanspa.com/view.php?e=_______.com&t=560824>
http://care.leanspa.com/view.php?e=________.com&t=560824

----- Forwarded by Sarah on 03/24/2011 12:07 PM -----

From: "Ticket Support" <[email protected]>
To: Sarah
Date: 03/22/2011 07:29 AM
Subject: Support Ticket Opened [#560824] 3rd contact - order inquiry

_____




Hello Sarah,

A request for support has been created and assigned ticket #560824. A
representative will follow-up with you as soon as possible.


You can view this ticket's progress online here:
<http://care.leanspa.com/[email protected]&t=560824>
http://care.leanspa.com/[email protected]&t=560824

If you wish to send additional comments or information regarding this issue,
please don't open a new ticket. Simply login using the link above and update
the ticket.

Thanks and have a great day!

Customer Care Dept
LeanSpa - The PROPER Weight loss Solution

____________________________________________________________________________
_________________________________

Begin forwarded message:

From: "Ticket Support"<[email protected]>
Date: March 9, 2011 6:15:59 PM EST
To: [email protected]
Subject: [#370601] Order inquiry

Sarah
A customer support staff member has replied to your support request, #370601
with the following response:

Dear LeanSpa Customer,

We currently have been undergoing extremely high email volume. If you
currently have an open email ticket, the ticket will be closed and a new one
will need to be opened by you if you prefer to communicate with us via
email. We apologize for any inconvenience.

For immediate assistance, please call our toll free customer service @
888-839-9990. Our customer care representatives are standing by to assist
you. We are available Monday through Friday from 7am to 7pm MST and on
Saturday from 9am to 5pm MST.

If your inquiries have been resolved, we thank you for contacting us, and we
appreciate your business.

Thanks for contacting LeanSpa, and have a great day!

--
Customer Care Team
LeanSpa - The PROPER Weight Loss Solution
Toll free: 888-839-9990
email: [email protected]

We hope this response has sufficiently answered your questions. If not,
please do not send another email. Instead, reply to this email or login to
your account for a complete archive of all your support requests and
responses.

http://care.leanspa.com/[email protected]
<http://care.leanspa.com/[email protected]&t=370601> &t=370601

Begin forwarded message:

From: Sarah<[email protected]>
Date: March 7, 2011 5:10:02 PM EST
To: [email protected]
Subject: Order inquiry



To whom it may concern:

I received a second shipment of LeanSpa-the proper weight loss system
(LS90-order # 478685-1a) only a few days after receiving my first trial
shipment.
I am concerned I am going to be charged more than the $1.99 for my trial. I
just want to make sure that all my account was charged was $1.99 for the
above mentioned product, and $1.99 for the LeanSpa Cleanse trial. In total,
my account should have only been charged $3.98 one time. Please confirm that
my account was not over charged.
Lastly, please consider this my official request for cancelation of my
entire subscription. Thank you.

Sincerely,
Sarah


____________________________________________________________________________
__________________________________
Begin forwarded message:

From: "Ticket Support"<[email protected]>
Date: March 7, 2011 2:52:54 PM EST
To: [email protected]
Subject: [#449781] Order inquiry

Sarah
A customer support staff member has replied to your support request, #449781
with the following response:

Dear LeanSpa Customer,

We currently have been undergoing extremely high email volume. If you
currently have an open email ticket, the ticket will be closed and a new one
will need to be opened by you if you prefer to communicate with us via
email. We apologize for any inconvenience.

For immediate assistance, please call our toll free customer service @
888-839-9990. Our customer care representatives are standing by to assist
you. We are available Monday through Friday from 7am to 7pm MST and on
Saturday from 9am to 5pm MST.

If your inquiries have been resolved, we thank you for contacting us, and we
appreciate your business.

Thanks for contacting LeanSpa, and have a great day!

--
Customer Care Team
LeanSpa - The PROPER Weight Loss Solution
Toll free: 888-839-9990
email: [email protected]

We hope this response has sufficiently answered your questions. If not,
please do not send another email. Instead, reply to this email or login to
your account for a complete archive of all your support requests and
responses.


Begin forwarded message:

From: Sarah (Personal Info Removed)
Date: March 4, 2011 12:25:48 PM EST
To: "[email protected]" <[email protected]>
Subject: Order inquiry

To whom it may concern:

I received a second shipment of LeanSpa-the proper weight loss system
(LS90-order # 478685-1a) only a few days after receiving my first trial
shipment.
I am concerned I am going to be charged more than the $1.99 for my trial. I
just want to make sure that all my account was charged was $1.99 for the
above mentioned product, and $1.99 for the LeanSpa Cleanse trial. In total,
my account should have only been charged $3.98 one time. Please confirm that
my account was not over charged.
Lastly, please consider this my official request for cancelation of my
entire subscription. Thank you.

Sincerely,
Sarah