Complaint Review: Western Skincare

I was charged $89.73 and $87.00 for two different skin care products that were free except for shipping charges. When I called for a refund, I was refused a refund, being cited that their policy is on their website. I received an email ad I answered, and it was not on that ad. You purchase a home, car, or large ticket item, you learn to read every work on your contract.

The rep Lori (ID# 2043079) said her manager was busy with calls and could not take mine but I could call back. I said I prefer to leave my phone # and have the manager call me back when he was off the phone (Josh). She did not want to bother him. I asked she put me on hold, write him a note, and have him write his response while taking care of the other customer call. Surely, a manger could handle this request. She said he asked me to call in five minutes. I worked in customer service and knew she was just trying to get rid of me. I said I would call back in five minutes.

When I called back, I was routed to a different call center so Josh could not be reached. However, Ken (ID# 910165) said he could refund both charges ($89.73 & $87.00) minus $9.95 restocking fee ($19.90 total). He said I could keep the unused portion of the creams rather than send them back and still be charged the restocking fee. I agreed to these terms because it was a good compromise and about what I would spend for face cream anyway. I ended up paying the initial shipping fees plus the restocking fees. 

I guess you need to be persistent. I also reported my interactions with this company to the Better Business Bureau and still have my email confirmations of the original order cancellations.