Complaint Review: Pure Nutrients

I am very displeased with the customer treatment I have received regarding the "free" trial offer of Nature Cleanse to which I responded in May 2009. I believe I have been treated deceptively. I now fear I have also been fraudulently charged foor a product I never received--with no way to claim a refund.

I ordered a free, trial sample of Nature Cleanse from Pure Nutrients online and agreed to pay for shipping and handling.
I received one bottle (the free sample) with information about my being included in an automatic monthly renewal plan, for the charge of $88.00 monthly.
Information in the enclosed literature indicated I had 14 days to cancel.

I called to cancel my account and got through within about 4 days, using the number provided by Pure Nutrients.
I spoke to a representative, was assured my account was closed as we spoke and that there would be no $88.00 charge.
I received a confirmation number to verify our conversation.

My credit card bill arrived shortly, showing a shipping charge for the "free sample" as I had expected.
It also showed a charge for $88.00 for continued product delivery which I did not expect.
Assuming my bill had been posted prior to the second charge ($88.00) being removed as promised, I called the phone number listed on my credit card bill to verify that a credit had indeed been posted as promised.

The second representative used a "computer transcript" of my previous interaction to inform me that my 14 days had expired prior to my initial phone call to cancel since the time clock began at 11:30 pm the day of my online order.
She mistakenly informed me that I had understood this and knew that there would be no refund of the $88.00 of the automatic product delivery.
I explained that I knew my account was closed AND THE COMPANY KNEW IT because I never received the additional product for which I had already been charged.
It didn't matter.

She offered me $88.00 credit towards other products.
When I declined, I requested her name (no), her superivisor's name (no), another phone number (no), or a mailing address (no).
When I became evidently angry, "the best she could do" was to offer a refund of $44.00. Apparently, I should have taken it. Maybe it was a phantom offer because she gave me a bogus email address to which to direct my complaint: claims@purenutrients.com

Today I received notice that the owner of the email address the company representative gave me has no connection with the Pure Nutrients company that peddles Colon Cleanse and defrauds its customers in the process!

I have time this summer to fight this. Let me know what to do.



and cancelled my account, requesting full credit of the $88.00 charge.
I called I NEVER RECEIVED THE PRODUCT FOR WHICH I HAVE BEEN BILLED.
I DO NOT WANT THE PRODUCT.
I WANT A FULL REFUND OF $88.00 AS A CREDIT IN MY CHARGE ACCOUNT.

In detail:
When I received my "sample" bottle in the mail and read the enclosed literature a few days later, I noticed that I had been already charged $88.00 and placed on a monthly automatic delivery list for continued product delivery.

The last date to call to cancel, as listed in the literature that accompanied the product, was fast approaching, and was figured, not from the date of my "free trial sample" receipt, but from the date of the original internet "free trial sample" ordering. That did not give me, in actuality, 14 days to consider and respond. If your internet ad included the accurate information prominently about cancellation of automatic product delivery, I would never have ordered in the first place. If there is actually this information located within the online offer, it is cleverly concealed or obscured.

Once I realized I had to move quickly to cancel my account, I called, only to find that I had called after business hours. (But not after hours to place an order, I am assuming.)

I called again, soon after that, spoke with an associate of yours, was told my account was cancelled, and I understood that I would receive credit for the full amount of $88.00 that had already been charged to my account. I received a confirmation number JM4737832.

I did not request an ID number from the representative. I do not have a transcript of our conversation. I do know that I would not have willingly accepted the fact that it was ALREADY too late for me to cancel my order and forego the $88.00 charge.

When my credit card bill arrived, I was dismayed to see that the $88.00 charge was on the bill, posted 6/03/2009. Believing that there had not been time for the credit to clear before the statement was printed, but wanting to be certain of that fact, I called your company today, to verify the credit.

The representative who spoke with me today, ID#24167, explained that, according to her computer record of my previous contact, I did understand that it was already too late for me to cancel and receive credit.

I strongly dispute that fact. Interestingly, I never received the product shipment for which I have been charged! To me, that indicates the company understood my termination of my account meant that I was not interested in any more deliveries. So I received none.

Today's representative was unwilling, or unable, to arrange a credit refund for me. She was also unable to give me a supervisor's name. She did provide the email address I am using today. Although she was able to resolve things to my satisfaction, associate #24167 was at all times professional in her demeanor.

I am hoping that this actually involves an accounting error. I expect swift resolution of my complaint with issuance of a credit to my charge card.

Wendy
mount joy, Pennsylvania
U.S.A.