I had ordered there product on 10/9/09 I wanted the cooker and be charged in 2 payments of $19.99. When I received confirmation of my order via email I was hit with numerous other charges. Monthly pan charge, monthly news letter charge, monthly recipe charge. I called them in less then 4hrs after receiving this email as they did not open till 8am EST telling them to cancelled the whole order. I in no way authorized any of these charges. I have emails showing these cancellations. I've received a charge in my account on 10/14/09 for $6.95 which was I was told by the company as this was a cancellation fee my bank reversed those charges again as I was not
told of these hidden charges. Today 10/15/09 I see on my account a charge of $51.80 and my bank states unable to block that charge if the company is stating that they already shipped it. I called the company again stating this was to be cancelled. The women I spoke to said yes I cancelled it but again it was to late to stop the shipping of the product. I cancelled on 10/09 4 hours after I placed the order they state this has just been shipped out today 10/15. I stated why am I being charged $51.80 she stated that since I wanted to cancel the order it was converted over to a one time payment. Again without my authorization. This started out to be a charge for
$26.98 and so far taken out of my account has been $6.95 and $51.80. I have medical issues and my daughter is also disabled I was wanting something that will help us to cut the cost of cooking for the 2 of us as we are both on a fixed income. Also with my medical issues it was a chance to eat healthier. I can't understand how they can get away with this and that no one has brought this to the publics attention. Please help me get my money back and stop all these charges. Also flag this company for their business practices.
2 Updates & Rebuttals
Trish T
Portland,Oregon,
USA
Response and rebuttal to BBB
#3Author of original report
Thu, October 22, 2009
On October 22, 2009, the business provided the following information: Contact Name and Title: Millie Tuttle Customer Se Contact Phone: 8667230540 ext 3624 Contact Email: millie.tuttle@gaiam.com We apologize to Ms. True for any inconvenience and/or misunderstanding in regards to his/her recent order. Ms. True placed her order using our web site which discloses the cost and details of the Redi Set Go and any upgrades the customer may have chosen to purchase. Once the customer has submitted his/her order we do not have the ability to alter the order in any way and Ms. True excepted all the offers she was billed for. The offer is buy one for two payments of $19.95 + $16.95 shipping and handling the total of $56.85 The upgrade to Express Shipping is just that it means that the customer will receive their order in 10 to 15 business days instead of 6 to 8 weeks for delivery. . Ms. True was offered additional upgrades one being the Recipe Collection subscription for $9.95 + $4.95 s/h for a total of $14.90, the perfect pan collection for $19.95 + 5.95 s/h for a total of $25.90 and the Express Recipe Exchange Web Club Membership for $6.95 which he/she accepted bringing his/her total to $104.60. Our records show Ms. True called customer service on October 9th to cancel her order and request a refund, she was informed order has already been shipped and refund would be issued upon return. The order was delivered on October 1st via US Mail. As goodwill we have issued a full refund for the recipe collection, the web club and the perfect pan collection in the amount of $47.75 and she may keep all the above named products Ms. True is still welcome to return the Redi Set Go for a refund less shipping and handling as fully stated in the infomercial and during the ordering process. Again, we apologize for any inconvenience.
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I was told the charge of $51.80 not $56.85 billed full price because I cancelled so that converted it to a one time payment. For reference I did not agree to Express Shipping. The purpose of cancelling the whole order was because I had said no on all accounts to the monthly charges. On the last page of the payment no other charges appeared. I received an email showing all other charges. I sent an email back and found the phone number which I waited 4 hrs when the phones opened at 8am EST. I later that day received an email stating this was cancelled. On 10/12 response to my email, Jeffery sent stating this was all cancelled other then the cooker. Second they shipped it out on October 1st do I need to say more. I had asked them on 3 separate phone calls what was the shipping number never could get an answer to that. If I called and cancelled all of this then why would they still bill me for this and now refunding it to me? Why would I want to keep something I don't have or want. This cooker was refused on October 17 the Pan was refused on October 19. Cancellation fee $6.95 One time Payment $51.80 not $56.85 Billed for monthly stuff since reversed cancel fee $25.90 Had to cancel my bank card to stop all these charges. Plus the overdraft charges since none of this was aprroved. I agreed to and only to the cooker in 2 easy payments of 19.99 plus 6.99 s/h. So this month should have been billed $26.98 and again next month for $26.98. So far I've been billed and taken from my account $84.65. I have disputed this with my bank so it is pending
Trish T
Portland,Oregon,
USA
More Charges
#3Author of original report
Sat, October 17, 2009
Checked my bank account on 10/16/09 there is another charge of $25.90. Of course it is a Saturday so unable to speak to anyone.