Derma Juvenate
Complaint 195394 Details

My complaint is exactly the same as the others (and also linked with Dead Sea Products, as part of the free trial offers). I did manage to speak to customer services +44116 228 2970, who said that on completing the free trial request and accepting the Terms and Conditions, we had 14 days to telephone them to say we didn't want any further products, otherwise we'd be charged the full price for the trial sample. Without that call, they charge full price and then begin an auto refill top-up process. So ring now and at least close the account and cancel any further products or payments. I asked for a copy of the T&C's because I was pretty sure I had been careful not to get tricked but the call centre simply say that they can't send them (and they don't communicate by email, other than the automated system generated emails) but that they are available from their website. I've checked and can't see them anywhere. I continued to complain and did manage to get a refund of half the product price (£46) and that this will be credited to my bank within 3 days. I'll wait and see and in the meantime, pursue the remaining £46 via my bank. If you do call customer services, I suggest you say that you didn't reciive the original free sample. Not sure why, but the guy made a point of asking me that, and also why I didn't want any further products. It has struck me since, that perhaps if I'd said I hadn;t received the free trial sample, he may have refunded the full amount???