Complaint Review: 1800patches - Arctic White

Dear Sir/Ma'am,
Subj: Customer Complaint regarding Arctic White Product Trial from 1-800-patches.

This is to bring to your notice my disappointment with the Customer Service at 1-800-patches and the negligence which I have encountered from the customer service representatives who were supposed to help the customers ordering free trials from your company.

I have ordered a free trial of Arctic White from 1-800-patches.com website. It was stated that the free trial period is 14 days and that a shipping fee of $7.99 is non-refundable. On the 19th of December, a sum of $7.99 is debited from my account to this effect. They said that an email confirming the shipping of the product would be mailed to my account. But I received only confirmation of the order and no confirmation of the shipping date. All the free trials that I have ordered and used till now allow the customers a free trial period from the day the product is in their hands - not when the product is on its way to the customer. The product is shipped on Dec 16th 2005 and I received it on 23rd of December during which time I was on vacation with my entire family in California for Christmas and New Year's Eve. I guessed that your product might have reached my house in Wisconsin and that I should cancel it because I did not get time to check out your product. I did not even open the package. When I returned to Wisconsin on 31st December 2005, the first thing I did was to see the package on my door step, noted its delivery date and tried reaching the customer service. But it was already late in the night and I met with no luck. Customer Service was closed on Jan 1st 2005 and I could reach your Customer Service only on 2nd Jan 2006. My troubles and disappointment began with that.

Your Customer Service did not try to understand what I was talking about. They said in no uncertain terms and with certain blatantness that my account will be debited for a sum of $84.99 - for a product which I did not get to try out, and which I am not interested in retaining. They blamed me for not contacting them within 14 days. I tried to explain to them my situation and requested them several times to put their feet in my shoes. I was not the controller of USPS delivery time to me. And a Free trail to the customers always means that he/she will get to try it out for the number of days the Free Trial is promised. How much ever I argued with them, they turned a deaf ear to my situation/pleas/yells/requests and said that it is "Policy" and the President also would tell me the same if I got to speak with him. I told them that the product is not opened even from the box and that I could return it to them to avoid being charged but none understood my situation. Infact one of your customer service representatives reported sarcastically that the whole room can hear my yells. May be they did not think that $84.99 is worth the yelling, but I did. What could I do, when all other possibilities - explaining, requesting - everything did not yield results. I had to resort to the last step - yelling. I remained helpless - charged unreasonable for a product which did not give enough time for me to try out. I do not consider $84.99 to be a small amount and it is hard-earned money. This money is forcefully taken out of the customer who did not open the product, who did not get time to use it, and who does not want to use it, but send it back to you.

When you, 1-800-patches, do not practically understand the customers and their questions, inquiries, feelings, then I am not sure if your company will bear a good-will among your customers base. For an average customer like me, $84.99 is hard earned and not an easy money to part with. If I had opened the product, used it, then I would not be complaining like this. But the product itself has reached in my absence and I did not see it until I landed on my doorstep on 31st December, 2005 and that 7 days have already gone into the delivery of this product and that I had the remaining "absent 7 days to try it out". And the first thing I did is to call them - on 2nd of Jan.

According to your "Terms & Conditions", the free trial is from the day of original shipment, which means that my trial period started BEFORE I actually laid my hands on that product!! Already seven days have elapsed in the trial period. Do I have control over the time the USPS takes in delivering the product?

Your Customer Service is poor, not understanding and reasonable. It appeared to me as though they are bent upon debiting the amount of $84.99 in any way, which they did. They are not concerned, and what they all wanted is money. After so much of fight, they gave me 25% discount, but still I am not satisfied. I still did not open the product and am hopeful that you will understand my situation, allow me to return the product intact to you and give me my hard money back. I request you to return my money back and allow me to return the "original" product to you. I have not opened it, I have not used it at all and I am going to send you just as you have sent it to me. You can use that as you would use any other for sending to your new customer.

I am tired of speaking to your customer service representatives, who do not have even an iota of understanding, care and concern for the customers. So I am writing this to you, to let you know of my hapless situation and my miserable, tiresome experience with 1-800-patches. I am requesting you, return my money back and allow me to send your Original product to you. This will help very much in increasing good will among your customers.

Customers have lot of access to information these days. Information is powerful. A customer not bearing a good-will towards a company will try to let the other customers know and share experiences. That is not good for the company. I am sure, as a company, you know this. I am requesting you again, PLEASE GIVE ME MY MONEY BACK.
PLEASE DO NOT DISCARD THIS COMPLAINT LETTER FROM THE CUSTOMER. Looking forward to hear from you,

Aparna
Waukesha, Wisconsin
U.S.A.

EDitor's Suggestions on how to get your money back!

HERE IS WHAT RIP-OFF REPORT SUGGESTS YOU DO:

Go to your bank within 60 days of the charge, or as soon as you know about the charge, don't delay, and tell them that there has been fraudulent activity within your account. Explain that you wish to file a dispute, and demand that they assist you in accordance with Federal Regulation E.

According to the majority of victims interviewed by Rip-off Report, those who immediately called their banks to dispute the charges did not get very far. Many victims got the following responses from their banks: we could not do anything for you or you waited too long; it has been more than 60 days.

If the bank is says that you have waited too long, explain to them how you called their 800 number as soon as the charges were found, and were told by the bank that nothing could be done. Remind the bank that they failed to assist you properly at the 800 #, and instead, provided you with an inadequate explanation of your right to dispute. Tell the bank that it's their fault time has expired, and since they gave you the wrong info to begin with, they will just have to deal with it, take the loss and reverse the charges.

Tell them the truth; this was unauthorized and your account was NOT to be charged! Keep emphasizing how you never authorized anything! Direct them to the hundreds of victims reports that were filed on Rip-off Report.com. And if you're at the bank, walk them over to their computer and make them go to this site! If you are on the phone with them, tell them you will wait while they access this site! Either way, be persistent!

DO NOT TAKE NO FOR AN ANSWER!

Let them know nicely, that you were advised to Report them (the Bank) and this situation to the Banking Commission in your state. Since each state has a different name for the agency/controller over banks, find that name before you call or get to the bank so you can throw it in their face. The more knowledgeable you appear to be, the further you will get.

And just continue to demand the Federal Regulation E form! The bank CAN, MUST and WILL reverse the charge! But, you must be persistent; ask to speak to the supervisor or the area manager for all the branches in the state.

Let the bank personnel know you are meeting with the media later in the day, that you would much rather they do the right thing (as most other banks have) by looking at the complaints and immediately reversing the charge(s) to your account; no matter how long ago it was. Be sure to call the Media if necessary so you are telling the truth.

If you have to, be loud (but nice) in front of other customers. If you are just calling by phone, the above tactics should still work. The bank can easily fax or mail to you the Federal Regulation E dispute form.

CHARGES TO YOUR CREDIT CARD

If the charge was to your credit card (not debit card, check card, or checking account), contact the credit card company as soon as possible to request a dispute form. Consumers usually have a little longer to dispute fraudulent credit card charges (up to 6 months), but it is better to act right away. In this type of situation, credit card disputes are usually successful since fraudulent companies often won't contest the disputed charge. In rare cases, credit card companies will review disputes, but refuse to reverse the charges. If this occurs, complain to a manager and let them know you will be filing a report here.

Remember Don't let them get away with it! Make sure they make the Rip-off Report .. The more Reports filed on a Company or individual, the more likely it is that the authorities, media and attorneys will want to take action.

And good luck Let us know how you do!

ED Magedson Founder, Rip-off Report.com & Author of www.ripoffrevenge.com
EDitor@RipoffReport.com
badbusinessbureau.com
www.ripoffreport.com

Don't let them get away with it.
Make sure they make the Rip-off Report!

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...the victims' advocate

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CLICK HERE to read about Credit Card Scams... find out how to get your money back. *Rip-off Report Investigation provides valuable information.