Complaint Review: Cellogica

On March 11, 2016, I ordered a sample of Cellogica.  The ad stated that I would pay for the shipping and handling fee of $4.95, and I would get to try the product out for 14 days.  After that, if I didn't cancel, my account would be charged $129.95 monthly for more product.  

I placed this order on a Friday, and I believe I received it the following Tuesday, March 15.  I was suspicious of the package since there was no, "Thank you for your order," letter that you would usually receive with an online order.  There was no invoice, no information about the company, no information about the order, no information about the return policy ~ Nothing! I went back to check the site to refresh my memory about the specifics of my order, and I couldn't find the site where I had originally placed the order.  (My bad for not taking some kind of notes!!!)  However, I decided to try the product since I didn't have time to keep researching ~ we were leaving for a couple of days, and I figured I would get it sorted out when we returned.  I had 14 days to try it, so why not?

The morning of Friday, March 25, my account was charged $129.95.  I called the company after I found some contact information online.  I told the rep that I was cancelling my "subscription," since I hadn't thought that the product was improving the dry patches on my cheeks.  She replied that it really takes three months to notice anything.  (What is the point of a 14-day trial?)  She then told me that she would cancel my subscription for a $2.00 service fee.  WHAT?!  I told her she would do no such thing, and I read the information right from the Cellogica ad I had in front of me to her, which stated that a person can cancel at anytime with no obligation to pay anything further.  She asked me to hold, and when she came back on the line, she said she could waive the service fee.  I then told her that for some reason I had been charged the $129.95 charge, and I hadn't even had the product for 14 days.  She reminded me that I had placed the order on March 11th, and that is concidered the first day of the trial...never mind that I didn't get to start using the product until 5 days later due to the order falling on a Friday afternoon.

Even so, if we went from the date of order of Friday, March 11, then Friday, March 25, happened to be day 14, so do I not have until the end of the business day to cancel my subscription without a charge on my account?!? Apparently not!  She told me that there was nothing more that could be done, and she would not reverse or refund my money.  I asked to speak to her supervisor, and she told me that there was nobody else that could help me.  After going back and forth with her, she became rude and hung up on me.  

I called my bank right away, and a claim was filed.  I just received a letter from them stating the claim is closed due to my "authorization" of the purchase.  This so-called authorized payment was still in the pending status when I called my bank, and it didn't post until March 28, so I am also very unhappy with how my bank "helped" solved this issue.

Please, please do not buy from this company.  I am glad that the product did not help my skin because I would hate to be purchasing from a company that has terrible customer service and comes accross as very sketchy with policies. Good companies take care of their customers and train their employees how to be professional and curteous!