Business ProfileforRelaxium

BBB files contain a pattern of complaints from consumers that allege, they signed up for a free trial online and only provided their credit card information to pay for shipping and handling in the amount of $7.95 however; consumers state that in many cases their card was charged in amounts of $89.98 to $189.80.

On July 7th 2022, BBB sent correspondence to Relaxium requesting their voluntary cooperation in providing steps it will implement to eliminate the pattern of customer complaints.

On September 27th 2022, Relaxium provided the following response

"Dear Valued Customers,

Our top priority is you, our customers -- that without--  Relaxium would not exist.  Even conceptually, the very idea of Relaxium was based on formulating healthier sleep/mood solutions for you.  Years of dedicated research were invested, along with costly clinical studies, to be able to ensure customers superior sleep and mood products without the unwanted side effects.  We also wanted you to be able to experience our products without any monetary risks.  Not only do we offer a 30-day money back guarantee from the date of delivery (which is usual) but Relaxium accepts company risk by having implemented what is called a Risk Free-trial.  This lets you try our sleep product for several days before it costs anything, giving you a chance to experience the product before making a choice ---- either to keep and pay, or easily exercise the money back guarantee option and keep the one opened bottle free of charge. I've included below the verbiage that every customer hears on the automated call line and/or sees on the website when ordering:

Here is how your trial works.  We're sending 2- 30-day supply bottles to try for a full 14 days.  Enjoy 14 wonderful nights of sleep on us,  If you decide for any reason that you are not satisfied, just call us within the first two weeks to send it back and you will never be billed anything at all. If you love the deep sleep that you enjoy with Relaxium Sleep and you would like to keep taking it, you do not have to do anything else. After 14 days we will simply bill the discounted price of $59.95 per bottle for your initial supply. .  That's a savings of $20 and we will continue to ship you a fresh 2-month supply, every two months and bill your card at the same low rate of $119.90 plus 7.95 S&H with each shipment for as long as you want to enjoy deep satisfying sleep with Relaxium Sleep.  Of course, you always have the option to cancel, skip or delay any future shipments by calling the Customer Service number in your package That number is 888-353-1205. To confirm your free trial just say 'yes' or press 1 now.  Thank you, we added this to your shopping cart.

Even in our sincere efforts to accommodate our customers, misunderstanding does occur.  We have about 5-7% of our customers who say did not understand the offer for various reasons.  Some of you stated that you did not understand the charge that occurred on the 17th day or stated you were unaware that a subscription was set up.  We believe that the offer above is stated clearly and can be easily understood (we are compliant and our offer meets with all FTC regulations) and that most customers, after speaking with them, agree that they simply did not take the time to listen to the offer nor did they read the Terms and Conditions.

We take our customers' feedback seriously and want to make your experience extraordinary and will continue to improve where we can.  In the last two weeks, we have set-up online our self-help desk, giving you the option to manage your own account at help.relaxium.com.

Recently, we have experienced exponential growth and during this time we did falter with being able to answer your calls in a timely manner.  This caused frustration for many of you and we are deeply sorry for this.  We do have a call system that gives customers options of where to be directed, for example; to track an existing order, leave a voice mail, etc., and one option is requesting a callback. This system does call-back every customer that requested a callback and places them in priority position in the call queue over new incoming calls. We have had numerous customers say that they never received a callback -- even though this system dials the number automatically and connects to our agents.  When listening to these redials, very often the line says the Voice Mail has not been set-up or is full.  In many instances when speaking with a customer who had multiple callbacks, when they found our number, they say it came up as 'potential spam' and that they chose not to answer -- understandably! Whatever the case may be, we have been dependent on our system to make the 'failproof' callback but recognize it isn't always failproof!

As hard as we try with all the 'imperfect' systems in place, it is of utmost importance to us that our customers know that we operate with the "golden YOU rule" in mind and are here striving to improve to create the ultimate customer service experience for you.

With heartfelt thanks to all of our customers, and our apologies to all customers who were not helped as expeditiously as you deserved!"

On February 24th 2023 BBB reviewed it most recent complaints and determined that the pattern of complaints continues.

On July 12th 2024 BBB reviewed its most recent complaints and determined that the pattern continues. 

BBB will continue to monitor and update the business profile as needed.