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Equinox, California Complaints & Reviews - unauthorized charges

Equinox Contacts & Informations


Posted: 2012-10-03 by    L. Berry

unauthorized charges

Complaint Rating:  97 % with 66 votes
Contact information:
United States
False advertisement for a free sample of face cream for $4.95 shipping charges. Customer service said it was a Trial offer and because I didn't cancel during the time limit I was sent another shipment and charged $99.00 plus shipping. The form on line that I used to receive the FREE SAMPLE definitely said SAMPLE not TRIAL and there wasn't any information pertaining to a trial or cancellation period. When I asked to speak to a manager I was refused.
Comments United States Cosmetics
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 3rd of Dec, 2012 by   Beverly Giebel 0 Votes
The same thing happened to me. When I called today, December 3, I was told there was a 14 day trial and after that you were billed for the full amount if you did not cancel. I had called 4 days after I was billed the 4.95 to cancel. Nothing was ever said about a 14 day trial or is it in writing on anything that I have received from the company or on the web site. I was also sent another free trial of EnVisage. Paid the shipping and then was billed 89.00 for that. When I called to cancel the Equinox the rep told me he would send this other sample for me to try! To me this is deception of the first degree. Sorry but I had not encountered such deception before. I do not choose to do business with a company who is not up front. The gentleman I spoke to today said that the 14 day trial is on everything!!! I checked their web page again - nothing is stated.
 19th of Dec, 2012 by   Lucylou1030 +1 Votes
I had the same thing happen to me. They were rude and would not help me at all. When I placed the order it was only $4.95 for a trial sample and on my billing statement it was charged $99. plus the $4.95. I spoke to two rep today and they claim not to have a manager in charge. Not good customer sevice and not a company to do business with. Don't place a order with them unless you want to be out alot of money. This company SUCKS
 31st of Jan, 2013 by   sestes +1 Votes
you must read the terms and conditions section. This is were it plainly states that you will be billed for future product on a monthly basis. That is why I don't go for these free trial things
 25th of Feb, 2013 by   cozygopher 0 Votes
I am having the same problem with these people. I was not billed for the "trial" product until 2/13/13 and canceled today but they billed me $99 because it was from the "original purchase" date which they say was the 11th. I tried to explain to them that I was still within the 14 days but was told that the first day counts and needed to cancel yesterday. They gave me someones extension number and when I asked to be redirected to that extension I was disconnected. These people are not only rude but THIEVES. This is false advertising at it's best. If I had the money I would hire a lawyer and file a class action lawsuit against them.
 25th of Feb, 2013 by   chance40 0 Votes
The "free" sample (shipping charge $4.95) was linked to another facial cream Wrinkle Rewind which was another "free" sample for shipping of $1.95). I decided to quickly cancel. When I could not find a phone number for the Equinox, I called the # for the Wrinkle Rewind. Each time I called I was given a different story. First the order for the Wrinkle Rewind did not go through, I requested a cancellation for the Equinox - told it had already been shipped (5 minutes had passed), I would not be charged the shipping - just try the product and report back on my experience with it. Then I got an email confirmation on the Wrinkle Rewind. I called the same number (866-710-5109) Michael told me that was not the Equinox number (it was right the first time) - I was given a bogus phone number for a equipment company, who was very angry due to all the calls they were receiving. Turns out Equinox had no contact information, no address or phone number available. Due to email confirmation of Wrinkle Rewind, I called to see why product had not been cancelled, was told when it arrived to return/refuse package and shipping would not be charged. Package arrived today, I called and was told, shipping charges can not be returned!! If you don't return the product, you will be charged the $39.95 for the product - product which was free sample. Representative hung up on me. I have submitted a complaint to my credit card, but I have been reading of additional charges after the "trial?" period. The two products have now separated their websites. I have written to Wrinkle Rewind (the only one I am able to reach), complained and threatened to contact the Better Business Bureau.
 26th of Feb, 2013 by   cozygopher 0 Votes
chance40-- here is a contact number for equinox, not that it will do you much good. 1-877-316-1856 i would give you the extension number i have but it just disconnects you. the people at equinox are just as rude as the ones you have talked to already. mostly what they say is "there is nothing i can do, sorry you feel this way, there is no manager available right now...etc" good luck.
 20th of Mar, 2013 by   Angeloca 0 Votes
You ladies wanted to return the product because it did NOT work?
I read the conditions and they say they will charge you every month the full amount. Also, they explain how to return the product so you won't be charge.
Does it work?
Thank you
 24th of Mar, 2013 by   Don't try this stuff +1 Votes
This is REDICULOUS, I OK'd the shipping charge on the "free" trial but have been charged $105.99 in addition to the $4.95 twice since. The first charge was about 3 days after I recieved the product--That by the way doesn't work for me!!!
What happened to the 30 day trial? How do I contact the company to get rid of this and can I get my money back?????
 26th of Mar, 2013 by   cozygopher 0 Votes
@dont try this stuff... this is the only number I could find...1-877-316-1856. Good luck witht he company, all they know how to say is "that's our policy, you should have read the conditions blah, blah blah..." If they give you a number with an extension for the manager, you get disconnected, but try it anyway. call your credit card company and file a complaint, they might be able to help get your money back. Hope this helps.
 2nd of Apr, 2013 by   Barbara Soranno 0 Votes
This is the only product I have ever tried that didn't have a form or information in it regarding cancelation if you didn't like it. i broke out and want to cancel however need help on how to reach the Equinox representatives. If anyone has information and has been successful please blog it.. b.kane
 10th of Apr, 2013 by   Renee B. 0 Votes
First off I did not order this product, I ordered Wrinkle Rewind, which after a while I cancelled ordered then out of the blue I received "Equinox" which I did not order. I called & cancelled then the next day there was a $99.00 +SH taken out of my account. I cancelled before 14 days and the next day they took out $99.00 plus SH. When I called they would not reimburse me either. they said I cancelled after the 14 days. VERY poor customer service. Very bad product. Beware do not buy from these people, they are THEIVES.
 10th of Apr, 2013 by   Renee B. +1 Votes
I received this Email the next day they charged my account. Notice on the bottom it says my account will not be charged anymore. I didn't hestitate to call and they still would not reimburse my money.

Your order has been cancelled. Please keep the following information for record.

Customer #: 6XXXX3
Date and time of cancellation: 04/09/2013
Cancellation number: 220006

If you have any further questions please do not hesitate to contact Customer Support.
Thank you,

Customer Support

Note: You will not be charged anymore.
 18th of Jun, 2013 by   TGDixon 0 Votes
It sounds as if I am going to fit right in with this group. I recently placed an order for what I thought was my free sample of the two creams for the price of shipping. I only discovered the charges after my credit card company notified me of the next month's round of charges for the Equinox and RVTL . I was furious, but attempted to be civil. The customer representatives were rude and hostile - repeatedly telling me that not only did I agree to their policy once, but twice (one for each product) . Because I failed to call within the 14 days, the charges for those were on me, but they told me they had cancelled the next month's shipment and charges. Yeah, right . The package arrived yesterday and I called again to ask about how to return the product and get a refund. I was told that I could not, until I read their policy back to "Dwayne" verbatim from their website. Then it was that not only do they have a 20.00 restocking fee, but a 6.95 shipping and handling - so I am out yet another 50 or so dollars . This has been a 243 dollar error in my thinking - the lotion does not work, it only makes your face shiny - want a shiny face at a high price - go for it - otherwise stay clear of this company. Their advertising is very deceptive and their customer service stinks ! To all that keep getting charge - call your credit card company and have them issue you a new credit card number - that old one they have will no longer work for them after that. From now on, I am avoiding anything that states it is an auto pay program like the plague ! And going to do a lot more research before I buy via the net .
 23rd of Sep, 2013 by   Brendath 0 Votes
How do you cancel? I am receiving first shipment before completing sample product?
 4th of Dec, 2013 by   Mzmary 0 Votes
I am out over $400. Go to the Fraud division of your credit card issuer and fill out a form.

Then contact the Attorney General's Office in your state and request an appointment or a form to fill out for Fraud. I called the Public Protection Investigator in my state today. He hasn't called me back yet and if I don't hear from him within the next day and a half, I will
try to get a form to fill out or whatever I have to in order to file fraud charges. My Social Security check is $500 per month and $400 was taken out of my account electronically. I will get most of my money back because they took funds from my account without my permission. I personally went to my bank and it will reimburse me for most or not all of my money. Still, this scam has been going on a long time and the culprits go by many different names and addresses. They will keep getting away with it if people do not take action.


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