Complaint Review: Nuavive Derma - Internet

My husband is a cancer patient and suffers from "chemo brain" which basically means he has difficulty remembering and concentrating at times. He spends a great deal of time online during the day while I'm at work. He unfortunately linked on to the Nuavive Derma sight and got stuck in the free trial pages. Each time he tried to escape from the site he would be offered a lower trial price. It started at $4.95 for a 14 day trial and by the time he was finished, he "agreed" to a $1.95 free trial. I received a tiny bottle of skin lotion, asked him about it and he said it was a free sample. I let it go.

Today I looked at my bank account online and noticed a $94.57 charge from Healthgoals. I called him and he didn't know what it was for. I looked back through my check ledger and determined it was from the same company as the skin product he got for $1.95.

I immediately called the number listed with the charge. The lady was rude, sounded drunk or half asleep. I tried to explain my situation and she could not have cared less. I told her that we can not afford this due to his cancer treatments being so expensive and that the $94.57 was going to make my bank account overdraw. She said I should have cancelled in the 14 day trial period. I reminded her that I wasn't even aware that there was a trial period going on and that my husband can't remember anything about it.

I told her that I would just have my bank stop payment and process a dispute. She told me that I would loose the claim because he agreed to the terms.

I spoke to my bank. They were very nice and took the dispute.

I called Nuavive back 3 more times hoping to get a person who would help me. No luck. They all told me that there is nothing they could do and that we are liable. I told them I read the terms and conditions online and that I want a Return Merchandise Authorization number. They said I am not entitled to one because it has been past 14 days. There terms read as follows: "In order to obtain your refund, contact customer service by phone and obtain an RMA (Return Merchandise Autorization) number to place on your package. Write this number on the outside of the shipping package, and send the product back to our fulfillment center at the address listed below, within thirty (30) days of the date you originally ordered the product. In order for your refund to be processed the product must arrive at our fulfillment facility within thirty (30) days of the original purchase date. You pay for return shipping. Once our fulfillment center has received the package and relayed the correct information to us, you will be issued a refund. Your refund will be credited back to your bank account, and may take up to 3-5 business days to show in your statement, depending on the speed of the processing bank. Signed, Skincare Trial Products Returns Department."

Each of the people I spoke to told me that they do not do returns and that it returns are only for the monthly purchase. Well, that right there is a complete contridiction. Then they called me and told me to stop the dispute and they would credite me 75% of the purchase price. If they had offered this before my boss handed me $100 to deposit so I would not overdraw, I might have accepted that. They told me it is a 100% FACT that I will loose the dispute and that they are just trying to save me some money. OMG! Initimation!

I want a 100% refund.