Complaint Review: dermanique

In May I received an email advertisement in my yahoo account for Dermanique, a skin care product which I looked at on my phone since we were traveling.  While my normal policy is to get rid of such emails immediately, I gave this one consideration, as I have issues with my skin, and have tried many store bought products without success.  This one seemed worth a try.  After all, it was only $4.95 for shipping in order to receive a free trial.  If it worked, I would happily order more.  If it did not work, I was not out much, only $4.95.

I received the free trial, and tried the product.  It did not work as I had hoped; my cheeks turned bright red and became irritated so I did not order any more.  However, I was charged $97.88 and then I received another full order of the product, along with a charge on July 1, of $97.88 to my credit card .  On July 1, 2014 while on vacation, I received the notification of a shipment being sent and emailed back that I had not ordered anything and to cancel it.  The day I arrived home on July 8^th the product was there with the mail and I immediately called the customer service number provided in the box, 1-888-312-7736, only to find out this number is not working properly (or maybe it is if they don’t want me to cancel).  I made minimum of 15 calls through out that Tuesday that resulted in the same hold time with music, 2 to 15 minutes, and then I was disconnected or no one picked up.  On July 8^th, same day I returned home, I returned the shipment via US Postal Service, in the postage guaranteed box that was provided.  I again tried to contact customer service to return the product, and this time the call went through, giving me complete static, and then disconnecting.  I did some research on my own, and found a phone number different from the original number, 1-844-670-0740.  (This number was found in a terms and conditions notice that was not included with my original email/paperwork.)  I called this number and was put on hold for 11 minutes.  I called back a second time and at 6:20 am, I finally got through to a woman, though her name was not given. 

I have to say that the woman I spoke to was extremely rude.  When I explained to her that the “Customer Service” number in the box (1-888-312-7736) was not working, she refused to accept that, or check it, or even try to understand.  She demanded that it is working perfectly fine.  I even repeatedly asked her to put me on hold and try the number, and she refused, repeating that it is working perfectly fine.  I requested that any orders past or present would be cancelled, and a refund to my credit card to be given.  She told me that they do not give refunds.  I asked repeatedly, letting her know that I have tried MANY times to cancel this order.  I sent it back.  She was adamant that they do not give refunds, nor do they accept returns via US Mail without a special code given by customer service.  When I asked to speak with a supervisor, she refused to allow it, stating that nobody there would give a refund.  I explained that I did, in good faith, try to cancel this product but repeatedly got nowhere though my attempts followed the information given.  I felt as though she was calling me a liar, when she just kept saying that the number works just fine, and refused to try it herself. 

As the woman from Dermanique told me that they did not give refunds, period, I explained to her that I attempted to cancel the payments with the credit card.  She then told me that they would give me no refund until Jessica from the credit card company called them.  Later in the call she offered me a 35% refund, which I still did not find acceptable, (wait, didn’t she say they did NOT offer refunds?) since I was charged for an entire order that I no longer have, as it was sent back.  I made many attempts to cancel.  I feel that at bare minimum they should refund the second order of $97.88, though a refund of both charges of $97.88 I feel is fair if they stand behing their product.  I am more than will to give them the trial sample back.  There only concern is the 14 days. 

I understand now, that there was (extremely) fine print, and that I should have cancelled within the 14 day trial period.  To be honest I have been dealing with this nightmare for so long I’m not even should it was after the 14 days that I started trying to cancel this.  Though, may I ask, would that date have made any difference since it was so severely difficult to get in contact with this company?  I truly believe that Dermanique does not care about their customers in the least, and are truthfully just out to make money.  I understand that I made a huge mistake by trying this product, as it has caused me much stress, and was not worth it in the end.  (It probably has added stress lines to my skin, not helped it look better!)  I feel regretful that I actually did business with a company that tries to scam its customers.  I will be much more careful in the future.