- Report: #484823
Complaint Review: Ortho-white - Boulder Colorado
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Ortho-white
6205 Lookout Rd Unit D Boulder, 80301 Colorado, United States of America
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8005920593
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Ortho-white RETURN ADDRESS SCREAMS A WARNING: 8 day Free Trial Actually 3 day FREE trial and you get charged BEFORE 8 days are up. San Diego, California
okay, here is THE newest RIP OFF techniques these FREE OFFER or FREE TRIAL people are doing to rip you off your money.
When a typical person places an order on a website using their email address what do they normally expect to receive within minutes of placing your order?
A. A hug
B. An email confirming your order
C. Nothing
Every person who has ever ordered anything online would choose "B" because that is what SHOULD happen. So that said here goes the story.
COMPANY: OrthoWhite (teeth whitening)
OFFER: 8 day FREE TRIAL of Product
CONDITIONS: Cancel before 8 days are up and Return product with RMA #
So I placed my order and waited for a confirmation email. After waiting for several hours I emailed their customer service (same day) asking for a confirmation email.
Here is my exact email to customer service:
"I just placed an order but I have yet to receive a confirmation email. Could you check to make sure it got placed? Thank you!"
Exactly One day later, as if clockwork, I receive a notice that my order has shipped, or rather been "RUSHED". So then I assumed my order was placed super late and that is why they were rushing it.
I waited and two days later (now apparently 4 days after placing the order) I receive the package. I don't have time to do the offer so then I log on exactly 8 days after my confirmation email on the dot and I go to their website and do their "Pain Free" cancellation (online cancel) the statement I get from the cancellation goes somewhere along the lines of "You may keep the product" so then I am confused because I thought the condition was "Return with RMA#" so I wait.
Two days later I see on my online banking that there is a pending charge of over $78 from Ortho White. I immediately call their customer support guessing there was an error processing my cancellation. Well here is what the rep states.
REP: "You canceled 1 day after your free trial ended"
ME: "No I received confirmation of my order on the 15th and I canceled on the 21st that's 7 days"
REP: "NO you received confirmation of SHIPPING on the 15th you placed your order on the 13th"
ME: "Excuse me how does this make any sense? I never even received a confirmation that my order was placed."
REP: "It says in the fine print that the second you place your order THAT starts your FREE trial, let me see what I can do for you because we don't do refunds"
ME: "Well thank you because I REALLY cannot afford this, it will screw up my whole budget and I will end up over drafting paying bills"
PUTS ME ON HOLD FOR 2 SECONDS (seriously only 2 seconds) WHAT KIND OF MANAGER IS ABLE TO HEAR THE WHOLE ISSUE AND MAKES A DECISION IN 2 SECONDS?
REP: "I was able to get an exception for you and we can credit you $42 do you want this?"
ME: "Uh, No... I would like a FULL refund as I haven't even had time to try this product that is why I canceled"
REP: "Well this is all I can offer you and as I said we don't normally do refunds at all"
I thanked her and hung up. Didn't take on the credit offer.
So that is just shady because under regular conditions:
8 day free trial = shipping takes 2 days which by the time I get it would be maybe 3 days lapsing which would leave me 5 days to try the product. UNDER these conditions it ends up being more like a
6 day free trial= shipping takes 2 days which by the time I get it would be 3 days lapsing which would give ANYBODY 3 days to try it before deciding if they like it. WTF?!
anyway I never really agreed to that and that was the most sh*tty terms ever. IF I place an online order I believe that upon receipt of an email it confirms that my order was PLACED not the second I hit the PLACE ORDER button. So read the terms carefully people, this is a new technique they are trying to employ and I think it is VERY VERY wrong. I am never EVER late on any payments, never forget to cancel anything and THIS was WRONG. And they know it.
Normally if I am ripped off and I KNOW I was stupid then I would let it slide but I don't think hitting a button confirms an order was placed and therefore should not be counted for the FREE TRIAL offer dates. Confirmation is ALWAYS needed. Like a receipt.
When a typical person places an order on a website using their email address what do they normally expect to receive within minutes of placing your order?
A. A hug
B. An email confirming your order
C. Nothing
Every person who has ever ordered anything online would choose "B" because that is what SHOULD happen. So that said here goes the story.
COMPANY: OrthoWhite (teeth whitening)
OFFER: 8 day FREE TRIAL of Product
CONDITIONS: Cancel before 8 days are up and Return product with RMA #
So I placed my order and waited for a confirmation email. After waiting for several hours I emailed their customer service (same day) asking for a confirmation email.
Here is my exact email to customer service:
"I just placed an order but I have yet to receive a confirmation email. Could you check to make sure it got placed? Thank you!"
Exactly One day later, as if clockwork, I receive a notice that my order has shipped, or rather been "RUSHED". So then I assumed my order was placed super late and that is why they were rushing it.
I waited and two days later (now apparently 4 days after placing the order) I receive the package. I don't have time to do the offer so then I log on exactly 8 days after my confirmation email on the dot and I go to their website and do their "Pain Free" cancellation (online cancel) the statement I get from the cancellation goes somewhere along the lines of "You may keep the product" so then I am confused because I thought the condition was "Return with RMA#" so I wait.
Two days later I see on my online banking that there is a pending charge of over $78 from Ortho White. I immediately call their customer support guessing there was an error processing my cancellation. Well here is what the rep states.
REP: "You canceled 1 day after your free trial ended"
ME: "No I received confirmation of my order on the 15th and I canceled on the 21st that's 7 days"
REP: "NO you received confirmation of SHIPPING on the 15th you placed your order on the 13th"
ME: "Excuse me how does this make any sense? I never even received a confirmation that my order was placed."
REP: "It says in the fine print that the second you place your order THAT starts your FREE trial, let me see what I can do for you because we don't do refunds"
ME: "Well thank you because I REALLY cannot afford this, it will screw up my whole budget and I will end up over drafting paying bills"
PUTS ME ON HOLD FOR 2 SECONDS (seriously only 2 seconds) WHAT KIND OF MANAGER IS ABLE TO HEAR THE WHOLE ISSUE AND MAKES A DECISION IN 2 SECONDS?
REP: "I was able to get an exception for you and we can credit you $42 do you want this?"
ME: "Uh, No... I would like a FULL refund as I haven't even had time to try this product that is why I canceled"
REP: "Well this is all I can offer you and as I said we don't normally do refunds at all"
I thanked her and hung up. Didn't take on the credit offer.
So that is just shady because under regular conditions:
8 day free trial = shipping takes 2 days which by the time I get it would be maybe 3 days lapsing which would leave me 5 days to try the product. UNDER these conditions it ends up being more like a
6 day free trial= shipping takes 2 days which by the time I get it would be 3 days lapsing which would give ANYBODY 3 days to try it before deciding if they like it. WTF?!
anyway I never really agreed to that and that was the most sh*tty terms ever. IF I place an online order I believe that upon receipt of an email it confirms that my order was PLACED not the second I hit the PLACE ORDER button. So read the terms carefully people, this is a new technique they are trying to employ and I think it is VERY VERY wrong. I am never EVER late on any payments, never forget to cancel anything and THIS was WRONG. And they know it.
Normally if I am ripped off and I KNOW I was stupid then I would let it slide but I don't think hitting a button confirms an order was placed and therefore should not be counted for the FREE TRIAL offer dates. Confirmation is ALWAYS needed. Like a receipt.
