Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February, I received a package from Principal Secret. I was surprised because I had cancelled my subscription on 9/28/2023 (17 months previously). The box included 2 items that were never on my previous subscriptions. I contacted service at ************ on 2/18/25 to inquire about the situation & spoke to ******. She advised that I did not cancel but just delayed shipments. I advised that I did not delay but requested a cancellation on 9/28/23. On that call, I asked to cancel & purchase an item at full non-member price. The Service *** in 2023 was very adamant about maintaining membership but I demanded my account to be closed. She confirmed account was closed & I was buying product at full non-member price. Over the past year, I kept getting notices that I had a $10.45 credit. I ignored because I had cancelled & figured it was a special come back saving. Now, I can tell she did not cancel but charged full price, creating a credit on my account. (unethical sales practice!) On 2/18/25 when talking to ******, she, also, did not want me to close my account. I spent a long time on phone trying to have her close my account. She, even, suggested that i give it to a friend. After a long conversation, she advised that my account was closed. I asked her how to return my product & was advised that she could give me a 20% discount. I advised that I had not ordered this product, wanted to return & get money back. I was outraged that the company would treat an 18 yr customer this way. I cancelled my membership previously & should never got a delayed shipment or be charged for this & an order on the way! I asked to speak to a manager, spoke to *** briefly and then somehow the phone cut out. I called my credit card to dispute & it was approved. Shortly thereafter, I received the second shipment & a bill from the company for both shipments. I want to ensure this matter is closed & return their product. The company sales practices & processes are poor.

  Business Response

  Date: 04/17/2025

  ******* Laden
  ***************************************
  # ***
  **********************-2125
  
  Date: 4/14/25
  
  Complaint ID: ********
  Account ************
  
  Dear Ms. ******************* 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 your call on September 28, 2023, regarding your Principal Secretaccount.  The reason noted for the call was too much product on hand; but instead of cancelling, an offer to customize future shipments to a 2-piece kit and postpone until November 10, 2024, was accepted.  We regret any misunderstanding or miscommunication regarding your account status at that time.
  
  Your account also reflects the one-shot order of a Radiance Illuminating Youth Wand for the total cost of $25.86 which was shipped September 29, 2023.
  On November 8, 2024, the postponed shipment, a 2-piece 90-day kit, was sent for a total of $39.14 and billed in full at that time of shipping.
  
  On February 14, 2025, the next scheduled shipment was sent for a total of $45.65 which was billed in full at the time of shipping.
  
  We received your call on February 18th regarding this last shipment.  Your account was canceled per your request and return instructions were provided when you declined the additional 20% off that shipment rather than returning.
  
  On February 20, 2025, your financial institution reversed the payments of $39.14 and $45.65 for your last two shipments. While this chargeback created a credit in your favor with your financial institution, it restored these amounts as due and payable since your account did not reflect that they had been returned.  At this time the auto past due billing process was activated to send monthly notices advising of the balances.  These outstanding balances were not forwarded to a collections agency so would not impact your credit history.
  
  As a gesture of goodwill, the remaining balances of $39.14 and $45.65 have been cleared.  As a token of our apology for any miscommunication you are welcome to keep the last two shipments free of charge.
  
  Your Principal Secret account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 04/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While some of the details are not accurate, I appreciate the response and find that this resolution is satisfactory to me. Thank you for assistance resolving this matter.
  
  Sincerely,
  
  ******* Laden

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Principal Secret customer. I have been a customer for over 17 years. On 11/08/24 (Friday), I called customer service at your company to customize my kit, which was set to be shipped on 11/13/24 (Wednesday.) First I was told my account had been cancelled or closed, which I had no idea why. I had not done this. Then I was passed along to another customer service person and they said I could not customize my kit because it had already been shipped 2 days before. Already shipped?! So basically a week early. I understand if I had called the Monday of the week its scheduled to ship, but the Friday the week before? So I said I would like a p***aid return label sent to me so I could send the kit back after I received it because I did not want most of what was put in the kit ( the customer service person listed what was in the kit, most items different than my last kit.) Needless to say, your customer service *** said you dont send out p***aid return labels. So you tell me you cancel my account, then oh I guess not, then send my kit out early and refuse to pay for me to send my kit back since I dont want most of whats in it. On 11/15/24 I received this package from your company. On 11/20/24, I brought this unopened package back to the **** and said I wanted to return to sender ( meaning your company would need to pay for the return shipping). I was not going to pay to return a package I didnt want. They took the package. Needless to say, I found out your company refused to pay to have the package returned to you. Now the package is being sent around within the **** system. I am trying to get it back, but who knows if that will happen. So I have paid for all those products and I will probably never get them. It just would have been nice if you would have said, we sent your package out early before you could customize it so we will send you a p***aid label to send it back. Now I dont even have the package and I still paid for all the products.

  Business Response

  Date: 02/12/2025

  ****** ***********
  ****************************************
  
  Date; 2/11/2025
  
  Complaint ID: ********
  *****************
  
  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.
  We always appreciate hearing from our long-time customers but regret the reason for this communication.
  
  Our records reflect your call on November ******, to customize your waiting kit.  The order had already begun processing for delivery on November 6th so no changes could be made.  Last fall we began upgrading to a new system to manage accounts and shipments.  Your account had been moved into the new system the first of November.  We regret that this move caused the initial incorrect information about a cancellation and also triggered the shipment to begin processing a week early.  We apologize for any inconvenience this may have caused.
  
  The order was shipped for a total cost of $157.84 with the 1st installment of $52.66 billed at shipping; the 2nd and 3rd installments of $52.59 each were billed on December *******, and January 12, 2025, respectively.
  
  Unfortunately, returning a product via "Return to Sender" without verifiable proof of mailing,oftentimes results in a package never being received back to our facility to process a refund which appears to have happened with this shipment.
  
  Although the return has not reached us, as a gesture of goodwill a full refund of $157.84 has been issued for your November shipment.  Please allow 3 5 business days for the funds to post.
  
  Please rest assured, your customer service experience has been reviewed and will be used to improve our service going forward. We appreciate your feedback.
  
  Your Principal Secret account remains active with the next ship date scheduled for March 5, 2025.   As you have in the past,please contact us the week prior to the shipment to make any changes to this kit or your account.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 02/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  Date:01/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a customer for well over 20 years. I paid every bill in a timely manner. Last fall I decided to discontinue using this product. I called and had to beg the customer service rep to close my account. She continued to offer me discounts and tell me I am a valued customer. I explained I am no longer using these products and was not interested in any offers. She continued to give offers and tell me I shouldn't cancel my account - hard core pressure sales. We were on the phone 15 minutes or more and she finally agreed to close my account and confirmed no more shipments. Now they "claim" to have shipped me more product, months after my cancellation and continue to bill me the $103.82. I already explained to them in a VERY long email and also via phone I canceled this service well before they claimed they shipped more product and I did not receive the shipment and for these two reasons I will not pay $103.82 for something I canceled and also did not receive. They are now harassing me with letters in the mail and email with "account overdue" notices. I already disputed this in writing and of course they did not respond or acknowledge. I am very disappointed in these practices after being a customer for over 2 decades, never missing a payment. My canceled customer number was ***** and the order I'm disputing is #********. I would like them investigated for such questionable practices as well. The resolution: I want this $103.82 bill to be removed and reflect $0. I want the company to confirm this in writing and then stop sending me bills by email and mail. I want them to also confirm this account is closed, in writing, since the latest notice does not reflect this. I do not trust Principal Secret so I want all of this in writing. Please let me know if you also want me to upload the latest "overdue" notice I received in the mail.

  Business Response

  Date: 02/08/2024

  ***********************************
  ******************************
  **********, ** 17339-9792
  
  
  Date: 02/05/24
  
  Complaint ID: ********
  Account Number: *****
  File Number: **********
  
  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 have been received customized shipments approximately every 3 months since 2004.  We are delighted to hear from such a long-time Principal Secret customer We truly appreciate your decision to take advantage of our flexible membership option for many years.  We regret however to hear  that your recent experience with our customer service team did not meet expectations.  
  
  On September 7, 2023, we received your call requesting cancellation.  The call review does indicate that you were informed your account had been cancelled.  We regret to learn that this request was incorrectly processed and would like to apologize that the account was not cancelled at this time resulting in another shipment being sent.
   
  On October 31, 2023, another custom kit was sent for a total cost of $103.82.  When we attempted to process the payment for this shipment the charge card on file was declined by your financial institution. As your account had previously been in good standing, your account was updated to ***** Me Later" status and changed to an open invoice which would activate monthly reminders of the balance until paid in full or returned for credit.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account since your cancellation request on September 7, 2023.   Just to note the email responses you included with this complaint appear to have been sent in reply to an unmonitored automated email address.  If customers respond to any unmonitored promotional, confirmation, or automated billing notification email address, an automatic response is sent to advise of this which also provides our contact information.   
  
  As we strive to provide only the highest quality products and service, we regret to learn your experience with us did not meet that expectation: we would like to apologize for any frustration you've experienced as a result. Please rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  Your Principal Secret account has now been cancelled. The remaining balance of $103.82 has been cleared and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had put the subscription on hold with the understanding that I would be notified of any pending shipments. I received a shipment without notice and was unable to return the items promptly. Once I was able to return the unopened shipment I contacted Principal Secrets for directions to return the shipment and cancel the balance due. I was told to call them with the tracking details once they items were shipped. Months after returning the shipment I started receiving letters and emails requesting payment for the returned items. I called them and was told they indeed received the items but since the return was received outside the return window, I was still responsible for the items. I was offered a payment plan and they offered to re-send the items. If I was told before sending the items back that they would not cancel the bill, I would not have bothered to send the items back. It was my understanding that the bill would be zeroed out. I do not need or want more product. I also do not want to pay for the items returned.

  Business Response

  Date: 12/13/2023

  *************************************
  *****************************
  **********, ** 57701-7452
  
  
  Date: 12/13/23
  
  Complaint ID: ********
  Account Number: *****
  File Number: **********
  
  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 have been receiving automatic shipments from Principal Secret for over ten years with the most recent shipment sent in June.
  
  On February 15, 2023, per your chat request your next shipment was postponed until June 6, 2023, with an email notification promised prior to the next shipment.  We regret to learn upon review of your account that the request for notification was not correctly processed and would like to apologize for any inconvenience which resulted.
  
  On June 6, 2023, your full-size 4-piece custom kit shipped as scheduled with an open invoice enclosed for a total of $84.03 (including $7.95 s&h and $5.13 SD Sales Tax).
  
  On August 2, 2023, we received your phone inquiry regarding returning the June shipment and cancellation.  Return instructions were provided and you were asked to provide return tracking information because the 60-Day Money Back Guarantee would be expiring before the return reached our facility and could be processed.  Regarding your cancellation request, our records reflect that you accepted an offer to postpone future shipments with an email notification prior to the next shipment instead. The account was placed on hold until May 2, ****, at which point regular shipments will resume.
  
  On August 11, 2023, we received your phone call during which you provided us with the tracking information for your return.  We regret to learn that credit was not processed at that time to clear the open invoice.
  
  On August 18, 2023, your return was processed as received at our facility after the 60-Day Money Back Guarantee had expired, thus no credit was issued and the balance of $84.03 remained.
  
  On December 4, 2023, we received your inquiry about your return and the billing notices you received.  You were advised that no credit had been issued because the return had been received outside the 60-day return period. Also, at the time of your call it had been 6 months since the custom kit was originally shipped to you.  The offer of a replacement was declined.
  
  As a gesture of goodwill, and in a effort to resolve this matter, the remaining balance of $84.03 has been cleared.
  
  Your Principal Secret account remains active with the next shipment scheduled for May 2, **** at which time regular shipments and billing will resume.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:09/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/29/23 amount of ***** was taken from my debit card. On 9/25/23 amount of ***** was taken out. I had made two previous attempts with Principal Secret to cancel my account. However, they sent me another shipment and charged my card. I returned the products on or about 9/19/23. They told me my account was canceled and I would receive a refund. I have not received a refund, and they continue to charge me. **** tracking number of my return: **** **** **** **** **** 75. Debit card has been cancelled. Only refund by mail is possible. Thank you.

  Business Response

  Date: 09/29/2023

  ***********************
  Apt 2123
  *******************************************************************************************-3972
  
  
  Date: 09/28/23
  
  Complaint ID: ********
  Account Number:  *****
  File Number: **********
  
  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 re-enrolled online for automatic shipments of Principal Secret February 7, 2022.
  Your initial order included a 8-piece full size introductory kit and a one- time purchase of our Reclaim Buffing Exfoliant.  The order was sent February 8, 2022, for a total of $189.92 (including $14.07 ** Sales Tax) to be billed in 3 installments over 28-day billing cycles. The first payment of $82.03 was charged at the time of shipping. The second and third payments of $53.95 and $53.94 were charged on March 8, 2022, and April 5, 2022, respectively.
  
  On May 16, 2022, per your phone request your next shipment was customized to a 4- piece 90-day kit with a total cost of $88.52 (including $11.97 s&h and $6.56 ** Sales Tax) split into 3 monthly installments over 28-day billing cycles.  When we attempted to authorize the initial payment of $38.13 prior to shipping the credit card on file was declined by your financial institution and the order placed on hold until the payment information could be updated.
  
  On June 2, 2022, per your phone inquiry, a new credit card was provided.  The order was sent June 3rd for a total of $88.52.  The first payment of $38.13 was charged at the time of shipping. The second and third payments of $25.20 and $25.19 were charged on July 1, 2022, and July 29, 2022, respectively.
  
  On August 26, 2022, your 3rd shipment, a 90-day supply, was sent for a total of $105.78 (including $7.99 and $7.84 ** Sales Tax) to be billed in 3 installments over 28-day billing cycles. The first payment of $41.01 was charged at the time of shipping. The second and third payments of $32.38 and $32.39 were charged on September 23, 2022, and October 21, 2022, respectively.
  
  Our records indicate that on October 24, 2022, we received your phone request to cancel your Principal Secret account, but you accepted an offer to postpone future shipments with an email notification prior to the next shipment instead. The account was placed on hold until August 26, 2023, at which point regular shipments and billing would resume.
  
  On August 28, 2023, your 4th shipment, a 90-day supply, was sent for a total of $105.78 (including $7.99 and $7.84 ** Sales Tax) to be billed in 3 installments over 28-day billing cycles. The first payment of $41.01 was charged at the time of shipping leaving a balance of $64.77.
  
  On September 12, 2023, per your phone request your account was cancelled.  Information regarding the balance remaining for your 4th shipment and return instructions were provided since orders that have already been shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.  
  
  The second payment of $32.38 for your 4th shipment charged on September 25, 2023, as scheduled leaving a balance of $32.39.
  
  On September 28, 2023, your 4th shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $64.76 was issued and the balance of $32.29 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $8.63 (s&h) was not refunded.  Please allow 3 5 business days for this credit to post.  Legally we must first attempt to issue a refund to the payment method used for the charge; if the refund is not accepted by your financial institution, then a refund check will be issued.
  
  Your Principal Secret account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 09/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 27, 2022 I called Principal Secret and put my recurring payment on hold for one year. On June 13, 2023 they sent a new shipment and posted a charge of $81.80 on my Discover Card. I have learned that this Company uses deceptive business practices. The company talked me into a one year freeze when I tried to cancel 10-27-22. Today, their representative told me that I should have canceled.

  Business Response

  Date: 07/04/2023

  *************************
  3163 **************
  ******, ** 52302-9476
  
  
  Date: 07/03/23
  
  Complaint ID: ********  
  Account Number: *****
  File Number: **********
  
  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 your Principal Secret account was first opened in ****. We are truly grateful for your decades of loyalty; please rest assured that your experience has been reviewed and will be used to improve our services moving forward.
  
  On October 27, 2022, we received your phone request to cancel your Principal Secret account, but our records reflect that you instead accepted an offer to postpone your next shipment for one year from the previous shipment date (June 14, 2022.)  The account was placed on hold until June 13, 2023, at which point regular shipments and billing would resume.  
  
  Per the terms of the offer, on June 13, 2023, your automatic shipments restarted as scheduled, and your kit was sent for a total of $81.80 (including $6.95 s&h and $4.90 IA Sales Tax) which was billed at this time to the credit card on file.
  
  On June 20, 2023, per your phone request, your account was cancelled.  We regret to note that this call was disconnected before any instructions to take advantage of the 60-Day Money Back Guarantee available could be provided. 
  
  On June 28, 2023, your financial institution reversed the payment of $81.80 for your most recent shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $81.80 due and payable to Principal Secret, and so a balance reminder was sent. 
  
  While our records do not reflect that the last shipment has been returned, as a gesture of goodwill and in an effort to fully resolve this matter, the account balance of $81.80 has been removed. Please consider any notices received after the date of this correspondence to have crossed in the mail.  
  
  Your Principal Secret account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/10/21 card transaction in the amount of ***** 12/07/21 card transaction in the amount of ***** 07/26/22 check # *** paid in the amount of *****

  Business Response

  Date: 04/04/2023

  **************************;
  *******************************************
  Apt 26  
  *******, ** 91007-6854 
   
  
  Date: 04/04/23  
  
  Complaint ID: ********  
  Account Number: ******* 
  File Number: ********** 
   
  
  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 Principal Secret October 10, 2021. ? 
  
  On October 11, 2022, your initial order (a 30-day introductory supply) was sent for a total cost of $44.05 (including $4.10 CA Sales Tax) and charged in full to the credit card provided.  
  
  Per the terms of the offer, on November 8, 2021, your 2nd shipment (a full-sized 90-day supply) was sent for a total of $145.34 (including $11.97 s&h and $13.52 CA Sales Tax) to be billed in 3 installments over 28-day billing cycles. The first payment of $49.27 was charged when it shipped, leaving a balance of $96.07.  
  
  On November 12, 2021, we received your phone request to cancel, but our records reflect that you instead accepted an offer to postpone future shipments, with an email reminder to be sent about a week prior to your next shipment. The account was placed on hold until April 30, 2022, at which point regular shipments?would resume.?? 
  
  On December 6, 2021, the 2nd installment of $48.04 for your 2nd shipment was charged to the credit card on file; the 3rd installment of $48.03 was charged on January 3, 2022, at which time your 2nd shipment was paid in full.  
  
  Following a brief inventory delay, on May 22, 2022, your 3rd shipment (a 90-day supply) was sent for a total cost of $145.34 (including $11.97 s&h and $13.52 CA Sales Tax) to be billed in 3 installments over 28-day billing cycles. We attempted to process the 1st installment in the amount of $49.27 at this time, but your charge card was declined by your financial institution. As your account had previously been in good standing, your account was updated to ***** Me Later" status, allowing this shipment to be sent with a billing statement enclosed to minimize any disruptions to your shipment schedule.? 
  
  On June 10, 2022, per your phone request, your account was cancelled.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for products which were sent prior to cancellation.? 
  
  On July 6, 2022, we received your check payment of $49.27 for your 3rd shipment, leaving a balance of $96.07. Monthly balance due reminders have therefore been sent.? 
  
  Per your phone inquiries on August 8 and 15, 2022, the remaining balance due for your 3rd shipment was explained, and the payments which had been received on your account were confirmed.   
  
  Although our records do not indicate any further payments have been received since July 6, 2022 - nor have any returns been received on your account to present date - as a gesture of goodwill and in an effort to fully resolve this matter, the remaining balance of $96.07 has been removed. Please consider any invoices received after the date of this correspondence as having crossed in the mail.? 
  
  Your Principal Secret account remains closed, and nothing further will be shipped or billed.? 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 04/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************