dermafixa
Complaint 362838 Details

The tactics used by the customer service department for this company are rude and unfair. The tactics are such that it has lead me to believe they have to do so because their company is built on these practices rather than on a quality product. I recommend those considering buying the product reconsider based on the following. A company with a reputable product would not need to use such tactics.

Offense 1: I was hung up on twice once by a representative named Adrianna and the other time by Dion simply because I asked for my call to be escalated to a manager since they indicated they did not have the authority to help me. I had maintained a respectful tone, yet, they read a scripted response and hung up on me deliberately. It was clear they were both trained to do this rather than do what was requested. It appears they are trained/instructed to handle to customers this way.

Offense 2: I had planned on ordering one product from the company but the way the application is set up once you order one product they one by one show you a list of other which have you click a vague term like next. It was unclear that by clicking to get to the next screen that I was now ordering those products as well. When I got to the end and realized what had happened, I immediately called the company and requested the items be cancelled.

Offense 3: I was told only two of the items could be canceled but the customer service representative was unable to help me with the other four items and would not offer an explanation as to why that would be. When I got my bank statement the following three companies were listed: verbrightser (866.697.8154), ariandneskinserum (888.727.0572) and senyabskinser (855.858.008) all with different customer service numbers.

Offense 4: I suspect the reason the other products were cancelled is because the representative I spoke with is instructed not to provide me with the additional numbers I needed to call to cancel these orders.

Offense 5: I was told that I could call and request a return shipping label if I decided not to keep the products, and that I would be locked in to a lower price for future orders of the item I had wanted. Why is it that the company makes you call for a return label rather than packing a return slip with the product like many mail order companies?

Offense 6: I decided to keep the initial shipment rather than deal with making the return call thinking that would be the end of things. However, it turns out there is an additional charge of about $40 that will post to your account if you don’t return the items after the 14-day trial period and even though I called to cancel the items immediately after I had accidentally placed the order they enrolled me in a subscription program.

Offense 7: When I discovered this, I went ahead and cancelled the subscription. It seems not early enough to stop the shipment and new charges from posting to my account. I refused the shipment and got proof of the return from my post office. However, when I called asking for a refund I was told no refund would be given since I hadn’t called and received a label to process the return. They got my money and their product.

Offense 8: The third representative I spoke with finally offered to refund 40% of my purchase price after I said I would be taking the matter up with the bank. He was quick to point out that it wasn’t certain I would get any money back by disputing the matter with my bank. I took the offer with the hope my bank would help me recover the other 60% only to find out by taking the offer the bank considers the matter resolved. Again it appears they are trained to make such offers and make such statements in order to unfairly keep customer’s money.

Offense 9: I was given the impression that a 40% refund was the best offer I would receive, however, I had also written a complaint and had not seen that an offer of a 50% refund had been made. When I replied to the e-mail and ask that the additional money be posted to my account, they refused.