Devin
La Jolla,#2UPDATE Employee
Thu, June 18, 2009
Dear Teressa, I'm very sorry to hear about your poor experience and that you had such difficulty contacting us; we were transitioning to a 24/7 customer service center in December of 2008 because of such a tremendous respond to our products. Because of this transition, hold times became excessively long for the first week of December and I'm very sorry that you had to experience that. By the middle of December 2008 our 24/7 customer service center was up and operating; currently hold times are under 1 minute. If you need to contact them please call (866) 899-9006 and an agent will happily assist you. I do need to point out that the money you are claiming was wrongfully taken from your account was not un-authorized. You agreed to terms and conditions when you signed up for our trial offer that explained in detail how our 15-day trial works. These terms explain that you will have 15-days from the date ordered to try the product and see if it is right for you; if you are unhappy with the product, just close your account and you will not be billed anything else. If you are happy with the product, do nothing and after the 15-day trial ends you will be billed for the shipment at the regular price. As long as the account is kept open we will continue to send out a monthly shipment at the regular price every 30 days from the original order date. These terms and conditions are listed in clear, visible language on the order page and must be agreed to in order to process an order (if you do not check the "check to accept" box, your order will not process). These terms are also sent to you immediately after ordering in an email confirmation, and are listed on an insert that is sent out to you with your product. We cannot stop customers from ordering from us even though they have not read the terms; all we can do is repeatedly place the terms on our sites and send them to the customer so that they will be fully informed. If a customer chooses to not read their emails, their product insert, or the information on the order page, that is not our fault and their is nothing we can do to prevent this. Devin Customer Service Manager