Equinox And Sheridan Labs
Complaint 288568 Details

Dear Sirs,

RE: Account No. 231053, RVTL and Equinox.

Further to my telephone call on Monday 4th November 2013, I am writing to express my dissatisfaction with your various publications.

Your 14 day trial requirements are ambiguous and, in my view, misleading.

The order was placed on 21st October 2013, and dispatched by Yodel on 23rd October 2013. Unfortunately we did not keep a record of the delivery date, but assuming it was on the same day, the 14 days available for trialling the product would have expired on 6th November 2013.

The Equinox product packaging copy states that “tests have shown a reduction of wrinkles by up to 50% within 28 days”. How then would it be possible to determine the outcome of the trial after only “14 days”?

It was apparent from my MasterCard transaction record that you debited the full costs of the products on 4thNovember 2013.

During a telephone conversation on 4th November 2013, it was stated that this debit was actioned as I had not called within your understanding of the 14 day rule and that, as a result, I had been deemed to be “considered as a valued member of home delivery program.”

Your documentation goes on to state that the “full price will be charged on the 30th day from the order” with my credit card billed “30 days thereafter for a fresh supply of product”.

According to my calculations, no charge should have been made until 19th November 2013 at the earliest! In order to prevent any further charges being made by your company I have, today placed a block on my card such that additional debits cannot be made by yourselves.

As far as I can determine, the above documentation applies only to the RVTL product and not the Equinox product. You have indicated that you will refund £100.00, although your documentation says that you have a 100% refund policy less 20% restocking fee.

According to my calculations 20% of £184.00 is £36.80, giving a total refund of £147.20 and not £100.00. It is apparent, therefore, that the very least that I should expect should be an additional £47.20.
We have not yet returned the products to your Cranleigh address although, confusingly, your documentation also gives a Linlithgow address for returns.

Turning now to your website, I would draw your attention to the banner clearly stating: “100% 30 Day Money Back Guarantee”.

The site goes on to say that: “If for any reason you find this product does not meet your needs, we will gladly give you a refund. You have nothing to lose except for the wrinkles”.

It appears that I have lost significantly on this “deal”, and on the basis of your advertising, would expect to receive an additional £84.00. To be able to lose nothing, I would also expect a refund of any postage incurred in returning the products.

Finally, I am at a loss to understand why the Equinox web site retail price is shown as £89.95 and yet you have debited £95.00?

There are also discrepancies in the shipping costs shown on the website with, for example RVTL showing £1.99 with a promotional discount of £1.00, giving a total required of £0.99.

The shipping cost applied to my original order was £2.99 for Equinox and £4.95 for RVTL, a total of £7.94.

As you can see from my comments, I am most displeased with all aspects of this purchase. There are numerous ambiguities and inconsistencies within both your advertising copy and your terms and conditions.

Prior to taking my concerns any further I would be interested in your comments on the content of this letter.

Alternatively, I am seeking your agreement to close this issue with an additional refund of the outstanding balance of £84.00, plus original charges for shipping of £7.94. Your agreement to also include an amount appropriate to the carriage cost associated with product return would be appreciated.



5th November 2013