Complaint Review: XM LABS

Below are the details of the issues I have incurred with XM LABS and the and actions I have taken to cancel my 10 day trial of Acai Berry with XM LABS.

On July 9th,, 2009 I called the XMLABS phone number associated with the $4.95 charge dated July 6th, 2009 to cancel and got a message saying they close for business at 6PM eastern time.

On July 10th, 2009 I called beginning at 9AM at which point I was on hold and then got a disconnect tone, I called again at 12PM and got an answering service who would not identify themselves but took my name and number and said I would receive a return call. I did not get a call back and called again at 5:45 PM and was on hold until I got a recorded message indicating they closed for business at 6PM Eastern Time.

On July 11th, 2009 I continued to call only to get the hold answer and waited and left messages several times on this day and still no return call.

On July 17th, I continued to call with the same result, no return call. At this point I filed a dispute against them with my credit card company and also filed a complaint with the BBB. In addition to the aforementioned activities I searched for their website in an effort to find another means of cancellation and/or contact but with no success. I did however find a different address than shown on my credit card statement in Charlestown, Nevis, West Indies


On July 26th, I received a voice message that a delivery from UPS that I must sign for is scheduled for Monday July 27th, 2009 between 8AM and 5 PM, when UPS arrived with the package I inquired who it was from and when they said there was no name but it came from Hollywood FL, I immediately knew it was from XM Labs and refused delivery in light of my multiple requests to cancel all further shipments and billing of this product.

Following the UPS attempt to deliver the unwanted product I called the XM Labs number found on my credit card billing statement and again was on hold until again the answering service came on line to take my name and number once again. I also called my credit card customer service dispute number to update them on the situation.

In the afternoon of July 27, 2009 I received my first and only return phone call from XMLabs who interrogated me, asking if I read their agreement on the web and told me I did not have 10 days from receipt of product but 10 days from the trial order date to cancel my order, I told him I had been trying to contact them since the 9th of July (3 days after the order was placed) to cancel but that his call is the first return call I received. I also noted that I had not received the 10 day trial. He asked for my account number and I gave him the only number I have which is the invoice number from my credit card bill at which point he interrupted me to inform me that what I was giving him was not an account number. I very strongly indicated to him that I have no account number since I never received any confirmation from them indicating an account number and he hung up on me. I immediately dialed the XMLabs phone number and again was on hold until the answering service picked up at which time I told them to have someone return my call as soon as possible and again asked them to indicate this is to follow-up and confirm that I am not interested in their product and to stop all shipping and charges and to please mark the message as urgent.

July 28th, called at 9:43 AM and left an urgent message, no return call so I called again at 11:01 and was immediately disconnected. I called again at 11:30 AM and left a message with their answering service giving my home, cell, and office number and at this time (2:43 AM) I have not yet received a return call.

On July 28th at 12:00 AM I went to the post office and sent a certified letter to XM LABS, HOLLYWOOD, FL address indicating all the calls and lack of response which requires a signature and is being tracked under the direction of the post office.

Juliet
Seattle, Washington
U.S.A.