ComplaintsforWestmore Beauty

• Initial Complaint

  08/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a onetime purchase 46.00, i got and additional charge of 42.00. I disputed this with the company and was told that the purchase is automatically signed up as recurring. I did not knowingly or willingly sign up for additional purchases. I tried canceling any further recurring items but was told they are in the process of shipping and I would need to return them for a credit less shipping abs handling. This is company is deceiving its customers and making it difficult to cancel stop being charged. I was told by one representative they would credit the account as a onetime courtesy, however I received a bill 3 days late. I do not want this product and do not agree with re urging charges

  Business response

  10/01/2021

  Business Response /* (1000, 8, 2021/09/14) */ Ms. ******** ***** **** ************************************ Date: 09/14/21 Complaint ID: ****** Account Number: ****** File Number: ********** Dear Ms. ***** ****, Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience. Our records reflect that you enrolled online for automatic shipments of Westmore Beauty(r) on June 28, 2021. We make every effort to be forthcoming regarding our promotions and offers for Westmore Beauty(r) via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. The information regarding the terms of the online offer and the continuity program are provided in the shopping cart prior to any personal information being entered. These terms are bold and in the same size font as the rest of the page. Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase. The products are also shipped with information reiterating the terms and benefits of membership. More specifically, the offer you selected states that: "One month after your first order is shipped, and then every three months thereafter, you will be sent a new full-size supply of Westmore Beauty. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $39.95 plus $3.99 for shipping and handling per month, unless you call to cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax." We regret if you found the offer unclear in any way. On June 28, 2021, your first shipment (a 30-day supply) was sent for a total of $42.45 (including $2.50 MA Sales Tax) and billed in full at the time of shipping to the PayPal account provided. On July 28, 2021, per the terms of the agreement, your 2nd shipment (a 90-day supply) began processing for shipment as scheduled, for a total of $139.31 (including $11.97 s&h and $7.49 MA Sales Tax) to be billed in 3 installments over 31-day billing cycles to the PayPal account on file. The 1st installment of $46.45 was submitted to PayPal for approval at this time. On July 29, 2021, per your Live Chat request, your account was cancelled. As orders that have already processed at the time of cancelation will be shipped and will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee, information was provided about the guarantee available, as well as return instructions provided at this time. As authorization for the first installment payment was previously approved, on July 29, 2021, your 2nd shipment was sent; however, the request to finalize this authorization as a charge was subsequently declined by PayPal. This left the full balance of $139.31 due for the shipment, and activated the past-due billing process to send monthly notices advising of this balance. On August 3, 2021, per your request to us via social media, the remaining balance of $139.31 was cleared and you were advised you may keep this shipment free of charge, as a gesture of goodwill. We regret if the billing notice reached you after this time: please rest assured that it simply crossed in the mail, and no further notices will be sent. Your Westmore Beauty(r) account remains closed, with nothing further to be shipped or billed. Sincerely, **** S. Contact Center Operations Director

• Initial Complaint

  06/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made what I thought was a one-time purchase of a foundation that was advertised on Instagram. The charge was $51. I received a package that had different products than were in the ad. I recently saw another charge pending to this company on my PayPal account. I immediately called the company and told a sketchy representative that I didn't order this and want the charge cancelled. She said the package had shipped and I'd have to return it and pay shipping. She said my account was cancelled but that I'd get a third shipment and would be charged a total of $204! I then checked reviews of the company and saw many complaints about their scam tactics, so I asked PayPal to stop payment and blocked this "merchant" on my credit card. I got a second package and sent it back immediately. I am now receiving letters saying I owe $204. I would send the first box back, but see complaints that people never get refunds, I don't trust that won't just be charged for shipping and never get my money back

  Business response

  07/19/2021

  Business Response /* (1000, 6, 2021/07/05) */ *** ***** ******* *** ***** ** *********** ** XXXXX-XXXX Date: 07/05/21 Complaint ID: XXXXXX Account Number: XXXXXX File Number: XXXXXXXXXA Dear *** *******, Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience. Our records reflect that you enrolled online for automatic shipments of Westmore Beauty(r) on May 10, 2021. As part of the initial purchase, customers are enrolled in the Westmore Beauty(r) member program and are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the order page of our website. The products are also shipped with information reiterating the terms and benefits of membership. On May 10, 2021, your initial shipment (a 30-day supply) was sent for a total of $51.52 (including $3.36 NC sales tax) and billed to the PayPal account provided. On June 9, 2021, per the terms of the agreement, your 2nd shipment (a 90-day supply) began processing as scheduled, for a total of $205.25 (including $11.97 s&h and $13.43 NC sales tax) to be billed in 3 installments over 31-day billing cycles to the PayPal account on file. We received an approved authorization for the 1st installment in the amount of $68.99 at this time. Also on June 9, 2021, per your phone request, your account was canceled. As orders that have already processed at the time of cancelation will be shipped and will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee, information was provided about the shipment which could no longer be prevented from being sent. On June 10, 2021, your 2nd shipment was sent as scheduled. As authorization for payment of your 1st installment had previously been approved, the order was allowed to ship; however, this charge was subsequently declined by PayPal. This left the full remaining balance of $205.25 due, and activated the past-due billing process to send monthly notices advising of the balance owed. On June 30, 2021, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time the remaining balance of $205.25 was cleared. As the credit for your return was correctly applied, there is no further billing adjustment to be processed. Your Westmore Beauty(r) account remains closed, and nothing further will be shipped or billed. Sincerely, **** ** Contact Center Operations Director

• Initial Complaint

  06/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called two weeks ago to cancel a subscription with the company because I do not use the products that often to receive regular shipments. They said they would move me out to November 2021 and I wouldn't be charged until then. I agreed. Then they charged me on June 2, 2021 and sent out a shipment. They refuse to return the charges until after I get the shipment. I did not authorize this transaction and I need the refund immediately. I have no issues returning the shipment, but they must return my money now as it is a fraudulent transaction.

  Business response

  07/07/2021

  Business Response /* (1000, 5, 2021/06/21) */ Ms. ***** ****** **** ******* ** ********** ** XXXXX-XXXX Date: 06/21/21 Complaint ID: XXXXXXXXXA Account Number: XXXXXX File Number: XXXXXXXXXA Dear *** ******, Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience. Our records reflect that you enrolled online for automatic shipments of Westmore Beauty(r) May 3, 2021. On May 4, 2021 your 1st shipment, a 30-day introductory supply, was sent for a total cost of $76.32 (including $6.37 KS Sales Tax) and billed to the PayPal account provided. On May 24, 2021, we received your phone request to cancel., however our records indicate that you accepted a postponement of your next shipment and any additional billing until November. We regret that due to an error, your 2nd shipment date was not changed; therefore the order processed as originally scheduled in June. We would like to apologize for any inconvenience this error may have caused. Please rest assured that your experience has been reviewed and will be used to improve our service moving forward. On June 2, 2021, your 2nd shipment (a 90-day supply) began processing for shipment, for a total of $242.01 (including $11.97 s&h and $20.19 KS Sales Tax) to be billed in 3 installments over 31-day billing cycles to the PayPal account on file. We received an approved authorization from PayPal for the 1st installment of $81.41 at that time. On June 3, 2021, per your phone request, your account was cancelled. As your shipment had been placed on hold due to low inventory, your membership cancellation was finalized on June 11, 2021. As the order on which authorization for payment which was approved on June 2, 2021 was subsequently cancelled on June 11, the authorization will not be finalized as a charge: as such, there is no refund to be issued. Procedures vary amongst financial institutions, so you may wish to check with PayPal in terms of how it handles authorizations. Typically, in any case, the amount authorized does not appear on your statement, just the amount ultimately charged. Your Westmore Beauty(r) account remains closed with nothing further to be shipped or billed. Sincerely, **** ** Contact Center Operations Director

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩