Complaint Review: Luminousbrites.com

This is a "free sample" scam: Pay only postage and handling and get a free sample of a tooth whitening system, they say. I looked for the "catch," something that would indicate that there'd be hidden or recurring charges, but didn't see anything, and ordered. Sure enough, a couple of weeks later, I see a charge for $88.97 on my bank statement.

When I called, the guy answering the phone had obviously answered the same angry question many, many times: "Why has your company charged $88.97 to my card?" "Because you didn't cancel your subscription in time," he said tiredly.

"If I agreed to a subscription," I say, "it was unintentional. If it was stated anywhere that I was subscribing, it was in fine print and I didn't see it. You count on people not seeing it, and getting charged. I want a full refund." "If you want a refund," he siad,"you'll have to e-mail customer service."

By the time I was off the phone, there was an e-mail from "customer sevice" saying my "membership" had been cancelled--obviously, he used caller ID to get my info. But no mention of a refund--just that I wouldn't be further charged. I replied to the e-mail, saying they were playing an intentional game of "gotcha," and to refund my $88.97 immediately. A reputable company, I said, would immediately refund a charge incurred by a misunderstanding. So far, nothing.

Eleanor
Mendocino, California
U.S.A.