Complaint Category: Unauthorized credit card charges
Complaint: Reshipped & charged for product that was canceled, then claimed they had no record of cancelation.
My husband ordered the product, 1285 muscle on July 1, 2013. He took advantage of the trail they were offering and only paid shipping and handling. Two days later, he called to cancel the product because he didn't like the way it made him feel. No harm done and we were only out about $12. On July 16th I noticed a charge of $89.99 to our account from the same company. I called to get a refund issued because my husband had already called to cancel this and we had not received any further products but we were still charged. The lady I spoke to was very rude and told me there was nothing I could do about it and they could not give me a refund because there was no record in their system of any phone call. After being on hold for 30 minutes just to speak to her and then another 30 trying to get my money back that they were not authorized to charge, I got tired of the rude comments and decided to cut my losses on the $89.99. Imagine my surprise today when I checked my account to see another $99.89 charge from this same company!!! I called again to get a refund and was very upset about this! Once again I was told the same thing as before that they had no record of my previous phone call and there was nothing they could do. Keep in mind, I was charged for a product I didn't even receive. He told me there was nothing he could do about the $89.99 charge because it was past the 30 day period to return it and I should have been issued a RMA# the first time I called so that I could have returned the product. However, they lady I spoke with said nothing about this and was more worried about being rude than trying to help me. When I asked about the refund for the $99.89 he said that I had to have the product to be issued a RMA# and that I wouldn't get a full refund because there was a 35% restocking fee and shipping to ship it back!!! WHAT?!?!?! I was told the product would be delivered today, but have yet to see it and the mail has already passed. So after going back and forth about how I was not satisfied with the company, he told me the only thing he could do was issue a $100.00 refund for both of the products and I wouldn't have to send anything back. I was charged a total of $189.99 and while I did take the refund, I am not pleased with how this was handled. I was told the exact same thing about how my phone call couldn't be found by 2 different people on 2 separate phone conversations. I did inform him that not only did my husband purchase this, but so did a good bit of his gym buddies and I will let them know what happened and how it was handled. I still have a full bottle that could have been returned and would of course send back the other bottle that I was told I would receive today, but that was not acceptable for this company.
We appreciate the opportunity to address this matter, as customer satisfaction is our top priority. We note the complaint was filed by Ms. ********* but the order is in Mr. *********'s name. The company name that the complaint came through is Lichi Pro. Mr. *********'s does not have an account for Lichi Pro but we have investigated this discrepancy and discovered that he enrolled in a similar trial program with our sister company, 1285 Muscle.
Mr. ********* placed an online order at https://try1285muscle.com for a 14 day trial of the product, 1285 Muscle. All customers are required to check a box prior to order submission indicating that they have read, understand and agree to the Terms and Conditions of the trial offer. Mr. ********* indeed checked this box.
The Terms and Conditions state that the customer will be charged a non-refundable fee of $4.99 plus applicable taxes for shipping of a 30 day supply of the 1285 Muscle. The customer will then have 14 days to evaluate the product and if they are not satisfied, can call our customer service and incur no further charges. We will issue a Return Merchandise Authorization (RMA) number so that the customer may return the unused portion of the product. The Terms and Conditions also clearly state that this 14 day trial begins on the day the product is ordered. If the customer elects not to contact us to obtain an RMA number within 14 days, he or she will be charged $89.99 plus applicable taxes for the product. We do apologize for any confusion that may have been caused.
As we did not hear from Mr. ********* within 14 days, the system went ahead and automatically charged her $89.99 for the product. We have searched our records by the telephone numbers provided and do not have record of the customer contacting our customer service department until 8/2/2014. This is why the customer was charged the initial trial conversion fee on 7/15/2014 of $89.99 and the $99.98 on 7/30/2014 for the fresh new 1 month supply. We deeply apologize for this and for any inconvenience that may have been caused.
The account was already credited 50% of each charge. In the interest of maintaining customer goodwill, we have gone ahead and credited the remaining balance of each charge. Mr. ********* should see 2 credits within the next 1-5 business days. The credits will show in 2 amounts of $39.99.
We hope that this resolution satisfies Ms. *********'s complaint, and sincerely apologize for any confusion or inconvenience that may have been experienced. If there is anything further that we can do to assist in this matter, please do reach out to us directly.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.