business consumer alliance Relerence Information DEPARTMENT 0 Box 570 92324 Open Date 4/29/2004 PHONE (90975355054 FAX (saglsoar Close Dam. an mom 1590 euslomer lnlonnatlon Company Information Alena Inlemel Corporaiion isazo Euclid Avenue Chino. CA 91703 Phone: (377) 31273643 Fax: (3m) 340750i9 Charged my cred ir card wimoui auinorizaiion. You order a sample paying posiage only and they auromarically sian pining lor$44.90l Ididn'l sign up. nor see anything coniribuiing ro laci inere was auromaiic billing. This pm me over my available balance and nowl will be charged addnional lees lor inis when it was never aurnorized, Unaulhmized debit 0' $44.90 plus lee was chalged because 0! deb'fl. Go to lncreaseYourHealincom, inen to me Dreamsnape sire lrorn there. Click order lleerlrial link and see in me onecxom page. below the item' "Dleam snape MrDay FREE Trial," clearly is relerence and link to deiails ol the ooniinuiiy program mar is an inexiricable pan ol every lleerlrial order. This is also relerenced in aurornaiically seni emails to cusiorners, lniIorrnallon Primary Complaini Type: Billing or Colleciion Issues Dare Problem Pirsi Occurred: Dare Purchased: Produci or Service: Dreamsnape Model Name or Number: invoice Number: Amouni Paid: $76.00 Slams: Closed Response Term: No response rerrn assigned business consumer a llia nce Relerence Information DEPARTMENT 0 BOX 570 92324 Open Date 5/17/2004 PHONE (90975355054 FAX (saglsoar Close Dme. 6/4/2004 1590 Customer lnlomlatlon Company Information Alena lnternet Corporation isazo Euclid Avenue Chino. CA 91703 Phone: (377) 31273643 Fax: (sin) 34075019 Consumer alleges alter agreeing to a lree trial ol the Hydroderm product. you enter her into an auto shipping program without her knowledge and charged her account without authorization. Mrs, Cuitirrez, has tried resolving this matter but received no cooperation. Consume! seeks rellmd 0' She is alsov asking that you cease and decease any lunhel elders and chalges to her account, On Hydroderm websites order page between the credit card lield and the order button. the details ol the aulorship program are lully disclosed. They're again disclosed in email automatically sent to each customer, and on documentation included in every shipment including the lree trial. Our phone representatives also disclose these details. Cancellation ol the program is easy 7 even belore the lirst 7 via email, web, phone or regular mail. Additional Imbrmatlon Primary Complaint Type: Delivery lssues Date Problem First Occurred: Date Purchased: Product or Service: Hydroderm Model Name or Number: invoice Number: Amount Paid: $195.30 Status: Closed Response Term: Peluse to adyust. relying on terms ol agreement business consumer alliance Helerence Informaflon DEPAPTMENT 0 BOX gm 9" 92324 Open Dare 8/19/2004 PHONE (90973355054 FAX (gagisaar Close Dam. 8/20/2004 1590 Cuslomer lnlormallon Company lnformaflon Alena lmemel Corporaiion 15320 Euclid Avenue Chino, CA 91705 Phone: (577) 31273545 Fax: (310) 54075019 Linernicai sales practices The company incks people inio ordering (he sample and ihen aher ordering, iney enroll you inio an ship program wnhour your knowiedge, i did noi see ihe line [Him and did noi receive an email norilying me They send ihe produci and wimdlawi ihe money lrom your aocouni and men when you receive The producr, ihere is an invoice sraiing inar you have been charged This is BAD Business Very misleading advemsemenuhal sraies order a lree sample 7 ins! pay shipping and handling ii i would have liked ine sample, I would have ordered more. Now i am noi even going ro iry (he sample i am auhe company lor scamming me Relund and someming done aboul BAD Business Practices Consume! ermailed satisfied has received ielund Addnlonal lnlormanlon Plimaly Complaini Type: Sales issues Dale Problem First Occurred: Dale Purchased: Produci or Service: Hydroderm Model Name or Numher: lnyoicei; 1624545 invoice Numher: Amouni Paid: $55 no Siaius: Closed Response Term: Making a lull relund, as The consumer reouesied business consumer alliance neurone: Information DEPARTMENT 0 BOX 570 92324 Open Date 3/20/2004 PHONE (3097 33575054 FAX (your 5037 Close Dme. 9/2/2004 1590 Customer lnlormatlon Company Information Alena lnternet Corporation 15320 Euclid Avenue Chino. CA 91703 Phone: (377) 3123343 Fax: (310) 3405019 lorder a lree sample over internet on 6/12/04 and agree to pay shipping and handling. They automatically place you in a auto shipping program, On 7/7 I received email stating about shipmentcoming in so called to cancel shipment. was given cancellations numbers and lthough that was it. On 7/12 ltraclted packages M0 were in route to my residence so I called again and they said the shipment lelt out on 7/5 told them that since I cancelled on the 70 that should been enough time lot that shipment to be stopped, They say that I need to return shipment back belore relund. Shipment arrived on 7/13 and it was sent back right away. There were 2 charges on my credit card. One has been credited and today 7/13 called to lollow up on the other credit and they still had not issue it plus they are charging me lor shipping and handling. have called customer service many times and have spoken with several supervisors and lelt messages at their main oflice and to no avail, The is not right at all. This company lacks integrny and honesty. The program exis'ts belore submitting the olden 2 emails conlirming order and program, 3 on the invoice papers sent to the customer along with order. Customer has given an email address to respond to. 2credits have been issued lor the product prices on 7/29/04 and 3/13/04 lor a total cl $39.90 less the SM, Returns are relunded lor the product, not the SM, which the customer agreed to and authorized when submitting the original order. #1 I agree to pay shipping and handling lor the lree samples. 1: 2 the day they sent the email 30/2004 called to cancelled orders. Why I am getting my last credit on 3/13/2004 when they shipped the unathorized shipment the same day? and the only reason that received the credit was because called again. I am not going to light over the shipping and handling but I can assure you the people whom I know will know how you handle your business. Even il someone does not read the line print once that person calls you and cancels that should be cancelled. Shipment was sent out at 6:16 31 PM on 7/06/2004, Subscription was cancelled on 07/07/04 at 06:23 PM, Once the shipment leaves the warehouse the customer is responsible lor the return policy, Revised: We have processed customer's relund request, and issued lull relund $101.30) Additional Imormmlon Primary Complaint Type: Sales lssues Date Problem First Occurred: Date Purchased: business consumer alliance Relerence Information DEPARTMENT 0 BOX 970 92324 Open Date 5/25/2007 i0:20 59 AM 753%" @097 "55054 '909' 503' Close Date: 6/20/2007 5 04:00 PM Customer inlormation Company Information intelligent Beauty, LLC. 2301 Rosecrans Avenue Suite 4100 El Segundo. CA 90245 Phone: (3m) 63370940 Fax: (3m) 31079054 A pop up window appeared on my aol screen lrom Cosmetics, llollowed the link and I agreed to a lree trial oller ol cometic samples paying only $3.95 lor shipping. When the package arrived it included an invoice stating that my "lree" trial oller ended on 5/13/2007 and that I would then be billed $94.50 lor the products. The invoice also stated additional products will automattically be mailed to me every 60 days again at a cost ol $94.50 per shipment, I would like to see Cosmetics change their sales tactics especially when they are soliciting customers onlin Alter calling the company I was told the above terms were stated on the website. The terms cenainly were not expl tly presented as I did not see this inlormation and I would imagine many other customers like me will be equally mislead. Dear Hettie. We'le sorry to hear that you leel the terms ol our Trial OMer were unclear. The oller was to try a Sunday supply ol multiple products FREE lor 30 days. We do ask lor a small shipping and handling charge up 4mm. but we do not charge you lorthe products unless you decide to keep them. Our Bonomolr menial guarantee means you can cancel within the 30 day period and return the products even il they are empty. and you will not be charged lor the product. We have set up this program to allow people to try our products belore having to buy them. This allows them to evaluate the products' ellectiveness without risk. We think this is a wirirwln situation. and apologize lor the misunderstanding. While we do apologize lor any misunderstanding regarding the terms ol the oller, this inlormation was lully disclosed to you online belore you entered your billing inlormation and placed your order. it also was included in a conlirmation email sent to you within minutes alter you placed yourorder, We also included a copy ol the terms with your shipment, We indicate the details ol the oller every step ol the way to ensure that you understand the terms and have plenty ol time to cancel your order belore the Sunday trial period ends. I'm sorry that you didn't have the opportunity to read this inlormation when it was sent to you. Since the maiority ol our customers are clear about the details ol our 30 Day Risk Free Trial oflel. we are conlident in the integrity olour advertising. ll at anytime a customer does not understand the inlormation we provide, we try to make every to assist. On 5/23/07 when you contacted our Customer Service Depanment and inlormed us that you were notclear about the details ol the oller. we cancelled your trial and allowed you to keep the products loronly the cost ol sad-L $3.95. In turn. the oller you received is exactly the oller you personally understood it to be, Regards. icl Derma I will reiterate that your marketing tactics are very misleading and I was not aware of the exact terms of my purchase until I actually opened the shipment. You state that your “free trial” terms were given on your website. The terms certainly were not explicitly stated as I would never have agreed to your conditions. You also state, “In turn, the offer you received is exactly the offer you personally understood it to be.” This statement does not in anyway exonerate your company from your very misleading marketing practices. In addition, this statement is in itself misleading as I did not “receive” this offer until I contacted your company to file a complaint. Company's Final Response - Posted: 6/27/2007 Co states via mail; We have made stipulations on our Website regarding our free trial offer so that it is more predominate on the landing page as well as the check out page. This should avoid any further confusion. We again are sorry for any inconvenience this might have caused. Additional Information Primary Complaint Type: Sales Issues Date Problem First Occurred: 5/23/2007 Date Purchased: 5/14/2007 Product or Service: Model Name or Number: Invoice Number: 1538222 Amount Paid: $0.00 Status: Closed Response Term: Agreed to make an adjustment business consumer a llia nce Relerence Information COMPLAINT DEPARTMENT 0 BOX 570 92324 Open DaIe 7/16/2007 424 35 PM 753%" @097 "55054 '909' 503' Close Dale: 0/0/2007 5 06:00 PM euslomer lnIomraiIlon Company Information InIelligenI Beauiy, LLC. 2301 Rosecrans Avenue SuiIe 4100 El Segundo. CA 90245 Phone: (310) 63370940 Fax: (310) 31079054 I responded Io a lree sample ol producI by Ihis company. which presenIed up lronI IhaI I will be responsible lor shipping Io recieve Ihis sample, To process Ihe shipping used a crediI card and sample was shipped ouL which I am in reciepIol moved. wiIh no lunheroommlumenl wiIh company Ihere was no reason Io noIily. During Ihe process ol sample order I gave a email address wiIh oIher inlormaIion lor conIacI. wiIh process ol move I noIilied us Postal Service Io Iorward all mail Io new address, At no Iime was I noIilied by company or senI any goods, alIer Ihe iniIial process ol sample, On June 22, 2007 a IransacIion by Ihis company Io my accounI Ior 53450 was made. This morning I was Iold by bank IhaI Ihis company made a debiI againsI my accounI Ior $04.50 which is 7/15/07. The bank provide Ihe number Ihe company gave when posI Ihe debiI as well as company name. These unknown and unathorized IransacIion cause a insullicienI balance IhaI I was penalized by Ihe bank Iwo limes Ior. The inlormaIion given Io Ihis company Ior Ihe process ol shipping Ior a sample. was nor made available Io allow Ihem a lree run on my accounI. Il Iheirclaim was I somehow subscribed or order somemirlg lor recurred billing' Ihen where is Ihe billing, Ihe invoice, Ihe goods. or even a email ol conlirmaIion. none lound. noIhing senI Io old address all mail is Iorward in reciepI ol lorwarding iniIial requesI. Actions ol debiIs placed by Co. not mnIhly 2iusI Make right, and reverse Ihese IransacIion back inIo my accounI. These transactions are being dispuIed and I canceled my card Ihis morning 7/15/07 no longer active, 80 a lax on company leIIerhead Io NonhFork Bank 6317 04471375 An: Veronica. include cardlh line and phone number. I appreiciaIe your promp response vnIh Ihis rnaher. Dear Veronica, We are sorry to learn that you feel the terms of our Risk-Free Trial Offer were unclear. If possible, iQ Derma CEO Don Ressler, would appreciate the opportunity to personally speak to you... Your feedback is important to us! Our offer was to try a 60-day supply of multiple products FREE for 30 days. We do ask for a small shipping and handling charge up front, but we do not charge you for the products unless you decide to keep them. Our Bottom-ofthe-jar guarantee means you can cancel within the 30 day period and return the products, even if they are empty, and you will not be charged for the product. We have set up this program to allow people to try our products before having to buy them. This allows them to evaluate the products’ effectiveness without risk. We think this is a win-win situation, and apologize for the misunderstanding. While we do apologize for any misunderstanding regarding the terms of the offer, this information was fully disclosed to you online before you entered your billing information and placed your order. It also was included in a confirmation email sent to you within minutes after you placed your order. We also included a copy of the terms with your shipment. We indicate the details of the offer every step of the way to ensure that you understand the terms and have plenty of time to cancel your order before the 30-day trial period ends. We’re sorry that you didn’t have the opportunity to review this information before placing your order online. We look forward to resolving your concerns. Regards, iQ Derma Consumer Rebuttal - Posted: 7/30/2007 I believe in being fair, personal and business alike. If there was anything put forth on the condition of this trial, as you stated in more than one way, that I would be sent some products to try for 30 days, and If I wish to cancel I could return these items used, or unused? The problem is, if this was to be true, where are the products you sent? If no delivery of products, how was it delivery of shipment policy? No email, except the initial email after process of shipment. You also stated that if no cancelation in 30 days I was to be billed monthly? When the transactions were 2.5 weeks apart, where the reciept for these transaction or confirmation. I did not wrongfully accuse. Truth. Company's Final Response - Posted: 8/6/2007 Dear Veronica, We do not doubt that you misunderstood our offer. However, based upon the feedback from the majority of our customers, we do stand behind the integrity of our advertising. If you would like, we would be happy to walk you though one of our online ads and show you exactly where the terms were displayed. We will also gladly resend you your order confirmation email and packing slip which also displayed the terms of our offer. Please feel free to contact us Toll Free at 866-381-4202. In the meantime, in order to resolve your concerns, we have issued a full refund of all charges and will not require your to return any of our products. Regards, iQ Derma Additional Information Primary Complaint Type: Billing or Collection Issues Date Problem First Occurred: 6/21/2007 Date Purchased: 5/9/2007 Product or Service: Model Name or Number: dark circle eyes consealer Invoice Number: Sample Amount Paid: $169.00 Status: Closed Response Term: Agreed to make an adjustment business consumer a llia nce Relerence Information DEPARTMENT 0 Box 97a 92324 Open Date 2/5/2009 1 :15 52 PM 753%" @097 "55054 '909' 503' Close Date: 2/22/2009 5 05:00 PM Customer lnlomlatlon Company Information intelligent Beauty, LLC. 2301 Rosecrans Avenue Suite 4100 El Segundo. CA 9o245 Phone: ism) 63370940 Fax: ism) 31379054 I saw the 30 year old lady turn into a 30 year old daily on my MSN home site, I knew that too good to be true. but ior a iree 30 trial, I thought I'd give the stuii a try. it asked ior $3.95 I paid via credit card. i received it today and the paperwork stated that on 2/23/09 my 30 iree trial ends and that I will be billed $96.35. WHAT is WRONG WITH THIS Now I was not born yesterday. Did I miss the boat on this one or what? The paperwork iunher states that ii i decide IQ Derma is not ior me' i can return the product and NEVER be billed ior the products i return. Lucky mel get to pay the return postagelili Now I'm considering this a total ripoii, Fan oi the reason i order products on line is because i am disabled and am not always able to go to the F051 cliice to mail packages. i have no idea oi whether this a decent product or not because i reiuse to try it, Delma can take what they sent to me and resend it to some other unsuspecting consumer. i would rather buy skin care products irorn Rite Aid where I can return products i am unhappy with and get a lull reiund. Any product that uses rnisleading. deceptive selling practises is not wonh trying in my book. li IQ Derma thinks it's product is so great, then a 30 day trial should consist oi sample size containers containing 30 days worth oi product. i would like Derrna return my postage, plus the postage I will be paying to return the product. We're sorry that you ieel that the details oi our Tlial oiier were unclear. The oiier was to try a s0eday supply oi multiple products FREE ior 3o days. We do ask ior a small shipping and handling charge up iront. but we do not charge you iorthe products unless you decide to keep them. Our Bollomrolrlheriar guarantee means you can cancel within the so day period and then receive an additional 3o days irorn your cancellation date to return the products, even ii they are empty. and you Will not be charged. We have set up this program to allow people to evaluate the products' eiiectiveness beiore deciding to purchase them. We think this is a winrwin situation and apologize ior the misunderstanding. While we do apologize ior any misunderstanding regarding the terms oi the oiier, this iniormation was iully disclosed to you online beiore you entered your billing iniormation and placed your order. it also was included in a coniirmation email sent to you within minutes aiter you placed yourorder, We indicate the details oi the oiier every step oi the way to ensure that you understand the terms and have plenty oi time to cancel your order beiore the aoeday trial period ends and another "smartshipment" is ever sent to your shipping address, According to our records you did contact us on 2/4/09 to cancel yourtrial. As a courtesy ior the misunderstanding we will like you to keep your order FREE oi charge, Voul account is closed you will not be billed and no return is required. Regards. intelligent Beauty Company's Final Response - Posted: Additional Information Primary Complaint Type: Advertising Issues Date Problem First Occurred: 2/4/2009 Date Purchased: 1/21/2009 Product or Service: I refuse to try a product that uses deception to sell. Model Name or Number: Invoice Number: 6136280 Amount Paid: $0.00 Status: Closed Response Term: Agreed to make an adjustment business consumer alliance Relerence Information DEPARTMENT 0 BOX 97a 92324 Open Date 2/10/2009 3:33 36 AM 753%" @097 "55054 '909' 503' Close Date: 3/9/2009 5 04:00 PM Customer lnlormatlon Company Information intelligent Beauty, LLC. 2301 Rosecrans Avenue Suite 4100 El Segundo. CA 90245 Phone: (310) 63370940 Fax: (310) 31079054 in December 2000 I purchased some cosmetics ior about $41.00, On February 2 2009 intelligent Beauty, LLC (IQ Delma) has charged my account without my authorization, $104.00 I had to close my account and cancel my ATM card but. lam having a hard time with my bank because oi the order in December, I paid ior what I got. it was nothing "iree". Not to mention oi the iact that it does not work AT ALL. i believed it to be a one time purchase. ior which i was willing to risk $41.00. I had no idea that this company will use my ATM number to charge my account at will. The company needs to imediately reverse these charges and notiiy me oi it, lconsider this to be a iraudulent act on the company's part. This was not a long term contract where i can be billed I purchased what they had advertised i paid ior it and that is the end oi that. lmediately reverse the charges against my account or send me a check ior the amount they have charged me. We're sorry that the details oi our trial oiier were unclear to you. The oiier was to try a Sunday supply oi multiple products FREE ior 30 days. We do ask ior a small shipping and handling charge up iront. but we do not charge you ior the products unless you decide to keep them. Oul Ballamtherjar guarantee means you can cancel within the 30 day period and return the products, even iithey are empty, and you will not be charged ior the product. We have set up this program to allow people to try our products beiore deciding to purchase them. We think this is a winrwin situation. and apologize ior the misunderstanding. At the time oi placing yourtrial order you also accepted an oiier to purchase a discounted upsell product. the Liie without Wrinkles cream. ior a 1 time charge oi $29.00. This was included with the initial trial costs. While we do apologize ior any misunderstanding regarding the details oi the oiier. this iniormation was iully disclosed to you online beiore you entered your billing iniormation and placed your order. it also was included in aconiirmation email sent to you wnhin minutes alter you placed yourorder. We also included a copy oi the oiier details With your shipment. We indicate the terms oi the oiier every step oi the way to ensure that you understand the oiier details and have plenty oi time to cancel your order beiore the 30day trial period ends. since you did not contact us to cancel your trial beiore the end date on 2/1/09' we did charge you $10430 ior the products that you received. When you contacted us on 2/12/09 to iniorm us that you did not want to purchase your trial order. we then issued you Return Merchant Authorization ii 523559 so that you may return your order to our warehouse ior a lull reiund. Per your request, we have gone ahead and issued a lull reiund in the amount oi $104.30. As a counesy, we have also cancelled the nMAii and we Will not require a product return. We hope that you away using it] Derma, Regards. intelligent Beauty Company's Final Response - Posted: Additional Information Primary Complaint Type: Billing or Collection Issues Date Problem First Occurred: 2/2/2009 Date Purchased: Product or Service: IQ Derma skin care products. Model Name or Number: Invoice Number: Amount Paid: $104.00 Status: Closed Response Term: Agreed to make an adjustment business consumer alliance Relerence Information DEPARTMENT 0 BOX 970 92324 Open Date 4/23/2009 053 55 AM 753%" @097 "55054 '909' 503' Close Dale: 5/20/2009 5 06:00 PM euslomer lnlormatlon Company Information InIelligenI BeauIy, LLC. 2301 Rosecrans Avenue SuiIe 4100 El Segundo. CA 90245 Phone: (310) 63370940 Fax: (310) 31079054 I purcriaced a 30 day lree Irial lrom IQ Derma in February. ldidn'I like iI and senI iI back. On April 15in money was Iaken lrorn my accounI. I called on Ilie 16in ol April Io resolve Irie maIIer and was laid a relund would be crediIed bacho my accounI. As ol April 22nd I inll riad noI recieved my relund. Tne money IQ Derma Iook lrom my accounI caused me Io overdralI. I called again Io resolve Inis and was laid IbaI Irie relund was never processed and Iney would do iI rigm away. I wisned Io speak wiIri a manager buI no one would spak directly Io me. Idan'l leel like I am responsible Ior Ilie overdralI lees my accounI rias now because ol IQ Derma. They reluse Io pay Inem Ior me. Tney are now saying Iliauriey don't snowl senI Irie producI back and Iliey are giving me a cunousy crediI, I senI Iliis producI back on March 1901 2009. I leel Iney are responsible lor Irie lees um I have incured because ol Ilieir neglagence, I wanI my relund and I wanI Inem Io pay me $136 in lees Io my accounuriaI were caused because my accounI has an unaumorized IransacIion lrom la Derma. We apologize Ior any possible delay in processing your reIurn. According Io our remrds'yau did go online Io cancel your Irial receive an PIMA ll lor your reIurn. How/even our warehouse has no record ol receiving your reIurn, As a resulI you were billed 534,50 wrien your PMA expired on 04/15/09. wnen you contacted us 04/16/09 Io inlorm us IbaI your package had been reIurned' we did issue you a lull relund. In order lor Io assisI you wiIIi any addiIional lees incurred please provide us mu specilic backing inlormaIion Ior your reIurn. Once InaI inlormaIion is received we will be able Io lunner assisI you wiIIi your regues1. Inlormallon Primary ComplainI Type: Pelu rId/Excharlge Issues Dale Problem PirsI Occurred: 4/15/2009 Date Purchased: ProducI or Service: The producI caused my skin around my eyes Io become very dry and llake Model Name or Numbel: Invoice Number: Amount Paid: $220.50 Status: Closed Response Term: Agreed to make an adjustment