Wen Hair Care
Complaint 193489 Details

I began by ordering via telephone the Meaningful Beauty Trial by Cindy Crawford one night and if you have ever ordered anything like that via phone, it goes to a call center, whose jobs are to upsell you other products. I told them immediately, I only wanted to try the product and that was it. Then they offered me a $9.99 trial of WEN hair care with a deep conditioner, comb, and styling gel, which I thought to myself, OK..I can't pass this one up, so I agreed. When the product arrived, the literature indicated I had to cancel to avoid additional full shipments. I didn't like how the product worked on my hair anyway, so called to cancel. I was told by a very nice rep that I had the wrong formula, so she would cancel my order and send me (at no charge) the formula most suited for my hair type, which she did. Just a few days after that conversation, I had another charge for WEN hair care debited from our account for $38.94. When I called back to let them know it had been cancelled and explained the rep sent me a free bottle of another formula so I could call back and reorder if it worked for me, I was told the 90 day shipment was already ready to go out that same day and the customer service rep I spoke to should have saw that when she cancelled my account. THIS new rep refused to credit my card back the money charged and said I had to ship & PAY for the return in order to be refunded, when this was not my fault...I had clearly cancelled and have the email with info on the day I did so.