Lorelia Skin Care
Complaint 291160 Details

Ad clearly stated free trial offer but did not clearly advertise subsequent costs which resulted in over $400 being charged to my credit card. This complaint refers to the Lorelia portion of the charges. The related product complaint has been submitted separately.

On September 28,2013 I purchased online a free sample of Lorelia product for the price of shipping only. I received the original sample within the week. I then received a second container of this product on November 15th and was quite surprised as I did not recall ordering or agreeing to future deliveries. Neither delivery contained any paper work with an invoice or indication that the product would be billed to my credit card unless my order for the free sample was cancelled. I then received my credit card billing for November on 11/18/13 and noted the billing for the second shipment. This billing was dated 11/10/13. When I saw the price which was over $100 for each product with exchange from USD to CAD I decided that the product was too expensive and I would return it. It wasn't until I looked at my credit card billing more closely that not only had I been billed for the November shipment, but I had also been billed for the October shipment that had originally been advertised as a free sample. The first billing was dated 10/12/13 Needless to say, I now feel I have been deceived by intentionally deceitful marketing practices and have a total of $409.44 billed to me for this and the related product called Alore. The Lorelia charges amount to $207.40. I have called both Lorelia and Alore to ensure my "order" has been cancelled and that there will be no further shipments or billings. I have tried to speak with both customer service and a supervisor to request the ability to return product for a full refund and have been told the company stands by its policy of a no money back guarantee and they refuse to refund me or provide me with any direction on how to return the product. I did have a burning reaction the first time I used it and it certainly did not make me look the 10 years younger as advertised. Of course this last statement is said tongue in cheek. I am not naive, and I am not stupid, I generally very carefully look for conditions such as those being quoted to me on the phone when I called to return the product. I was told that I had to agree to a 14 day trial and if not cancelled I would be billed the amounts charged to my credit card when I placed the order for a free sample. I do not recall seeing this. I have been unable to find the same offer on the internet to verify what they have said. I have however found numerous similar complaints so can only assume this company is intentionally hoping to scam many online customers. It clearly seems indicative of a company who does not stand behind their product and is taking advantage of as many consumers as they possibly can. This needs to be stopped given all the complaints that seem to have arisen.

Consumer's Desired Resolution:
I would like to be able to return the product for a full refund. If what they have set up online is legal, then I at least would argue that they have falsely advertised the results of what their product has to offer.

Please let me know if you require any additional information.

Thank you