Complaint Review: Skin Opulent/Eye Opulent

 I received an offer for Skin Opulence and Eye Opulance for a free trial, paying only shipping and handling. Upon receipt of these two products I contacted the Opulence Co. to cancel my account. I was told I could not cancel my account as 14 days had lapsed and I would be responsible for payment of the second shipment that had yet to forwarded to me. I did not receive the first shipment of the products until 16 days after the date of my original order making cancelation within the 14 day period impossible. At this point, I knew I had been burned by an unscrupulous party and decided to chalk the loss up to a costly lesson learned and would pay for the second shipment. I then cancelled my account via email to the Opulence Co. and received an email from the Opulence Co. verifying the cancellation. The following month, after I had cancelled my account, I received another (third) shipment containing only the Eye Opulence product and $91.90 was billed to my credit card. I sent an email to the Opulence Co. at the same address from which I had received the verification of cancellation. Opulence responded to my email asking me to call customer service at a number they provided. I called customer service and requested a credit of the $91.90 charged to my Visa for the third shipment and an address to which I should return the product.

I was informed that they would not credit the $91.90 because I "had not cancelled both products." I explained that I cancelled my account after receipt of the second shipment and prior to the third shipment and had an email confirming same. I was then informed that I "had only cancelled one product" (Skin Opulence) and therefor I was "responsible for payment" of the other product received (Eye Opulence). I have no idea how they decided which product I had cancelled vs which product I had not cancelled since what I cancelled was "my account" in its entirety. At no time in my ordering of the products was I informed that these products were considered as two separate accounts. The products were offered together. The products were shipped together in one box. The products are from the same company, at the same physical address and have identical packaging. The products were billed together. There is no reason whatsoever that any consumer should have or could have been aware that these products are considered by the Opulence company to be separate accounts or that the consumer would have to clarify that they desired to cancel both products or accounts as they were offered together as one free trial offer. They were ordered at the same time. They were shipped together in the same box from the same address. They were billed together. At no point in my cancellation was there any inquiry by Opulance whether I was cancelling one or both products. I cancelled my account which contained both products.

I requested to speak to a manager on the customer service line I had been provided. The agent I was speaking to told me that "there was no one with any authority higher than anyone else at the call center and no one would be able to assist me with my request for a refund." I insisted that I speak to a manager. After an inordinate amount of time on hold a different customer service representative answered and offered to me two free bottles of product but refused to provide a credit to my Visa as I had not cancelled both products and "the way their system was set up that must be done." Again, at no time was there ever a question as to whether I was cancelling one or both products only the fact that I was cancelling my "order" and an email confirmation that my "account" was cancelled. I explained to the second customer service representative that I am an attorney practicing in the area of consumer affairs and I requested a corporate address to which I could forward correspondence and documentation of the confirmation of cancellation. The customer service representative said "he needed to disconnect and handle other calls." I then called customer service back and again requested an address. I was told by the third customer service representative that they do not provide corporate addresses and the only address they would provide was that of the return address on my shipping label which is the order fulfillment center in CA, not the address of the corporation in Ontario, Canada. I will proceed with legal action to recover my loss.

Skin Opulent/Eye Opulent I contacted the Co to cancel via the same web site from which I ordered the skin and eye products. I cancelled my order and received an email confirmation. I then received a shipment of one product and was billed $91.90. When I called customer service I was told I had only cancelled one product and was responsible for payment of the other product. These products were on a free trial basis for both products as one order. I cancelled that order. At no time was I informed that this was two separate orders and both had to be cancelled individually. both products were ordered as one order. Both products have the same packaging and same brand of Opulent. Both products were shipped in the same box and both were charged to my card as one order. There is no reason any consumer would have thought these were two separate orders to be cancelled separately. At no time during my cancellation of my order was there any discussion or question as to whether I was cancelling both products or only one product. Customer service refused to credit my account and refused to provide a corporate address to which service of process for a consumer fraud suit may be served. I am an attorney and informed them of such. Fountain Valley