Complaint Review: Ivory White

I ordered the "free trial" of Ivory White on April 22, 2009 and received a confirmation email stating that I had 10 days in which to cancel if I wasn't satisfied with the product. On May 1, 2009, I went to the Ivory White website and used the "easy cancel" option and returned the complete product that was sent along with the free trial product. On May 5, 2009, I found a debit in the amount of $78.41 from Ivory White on my bank transactions. I immediately called Ivory White's customer service department to inquire as to why my bank account had been charged when I had cancelled my account and returned their product. I was told by that representative that I was not eligible for a refund because I did not cancel within my trial period. I pointed out to her that I cancelled my account and returned their product on day nine of my ten day trial period. She said that my trial period was only 8 days and therefore my trial period had expired before I cancelled. When I told her I was looking at the confirmation email that I had received immediately after placing the order and it said right there in black and white that I had 10 days to cancel she told me I needed to forward the email to customerservice@ivorywhite.com.

I immediately forwarded the email and explained the situation. I received the same response from customer service representative Stephanie and continued to exchange emails with her over the next week. At one point she forwarded an confirmation email to me that she claimed was the email that was sent to me after I placed my order for the trial shipment. Of course, this email it stated that I had 8 days to cancel. That was not the confirmation email that was sent to me. Stepanie's last email instructed me to call Ivory White's customer service department as she could not properly address my issues via email.

When I called Ivory White's customer service department this time I spoke with Karen who gave me the same response I had been getting all along. I told Karen I wanted to speak to her supervisor and she informed me that she was the supervisor. When I asked to speak to whoever was over her she told me that would be Administrator Brian and he wasn't in the office. She proceeded to give me the address to write to him which I did, including copies of the email exchanges, and asked for his assistance with resolving this matter. I mailed that packet off on May 8, 2009. Today is June 3, 2009 and I have received any type of response from Administrator Brian and have not heard anything else from Ivory White period.

Ivory White truly is a rip-off company. I would not advise anyone to order from this company.

Shawted
Fort Dodge, Iowa
U.S.A.