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2.4 57 Reviews

Guthy-Renker Complaints Summary

20 Resolved
37 Unresolved
Our verdict: Engaging with Guthy-Renker, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Guthy-Renker reviews & complaints 57

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6:09 pm EDT

Guthy-Renker Cold plasma sub-d

This company reels in suckers like me from Facebook ads. They are absolutely unethical, just read their complaints from the BBB.

Business model: Rip people off and no concern about their reputation at all. Predatory, misleading, and dishonest.

I bought a "Trial Package" with several different Perricone products in it through a Facebook link. I didn't see anything about a subscription commitment. I called to cancel after I received it, and the representative told me they were "sorry to see me go" and said she wanted to send me a free gift. I told her she could send it, but I wasn't paying for anything else. In reviewing my PayPal account, they charged me three different times, once for $64.15, and twice for $68.98.

They have now sent me to a collection agency, for another $136.27 for the next shipment they sent me that I assumed was the "free gift" the rep offered.

Desired outcome: They need to remove me from collections, and really should refund me the 137.96 they charged me after the payment for the starter kit.

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11:01 am EDT

Guthy-Renker Crepe Erase

Charging my account without permission. Have notified Capital One that GR is to be blocked. One time charge was fine, but another is pending for something I did NOT order. Then let me be more specific. I first ordered Crepe Erase in late June and was billed on my Cap One card on July 2. The product arrived in good time and I began using it...it took about a week or two to realize I was allergic to it...my skin from my elbows down, where I was using it, began to flush red and burn. I stopped using it and as I was preparing to return it I realized a SECOND charge for another order of Crepe Erase was pending on my account. I assume this meant you thought I wanted a subscription. I never indicated in my initial purchase that I wanted to subscribe, only to try it once. So, I have contacted Cap One to stop that purchase although it was too late. I have all info on returning BOTH the new package and what is remaining of the old order. I would like a complete refund for both.

Desired outcome: Refund

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11:31 am EDT

Guthy-Renker Crepe Repair

I was not told I was being billed in 3 installment of $65.00. Was told one payment of $65. (6/17/22)

I tried to call them before the next "payment " was due but was on hold for over an hour with 3 different phone numbers.

Needless to say I was billed for a second $65 7/17/2020. I have to return the unused portion by mail within 60 days(7-10 days to get there) and wait for the credit to my bank account (7-10 days for that too.) . And I pay for shipping.

Desired outcome: Wish to have the $120.00 credited to my account prior to the 20-30 days in which it looks like I am getting it

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Is Guthy-Renker legit?

Our verdict: Guthy-Renker's operations, reviewed by Complaints Board, reveal a mostly legit stature albeit not without reservations. This assessment encourages users to navigate Guthy-Renker's offerings with a discerning eye, especially scrutinizing the fine print and any user feedback closely.

Guthy-Renker earns 63% level of Trustworthiness

Good Credibility Notice: Guthy-Renker rated around 63% by Complaints Board. Generally safe, but exercise caution in information sharing.

We found clear and detailed contact information for Guthy-Renker. The company provides a physical address, 3 phone numbers, and 2 emails, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Guthy-renker.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

However ComplaintsBoard has detected that:

  • We detected that guthy-renker.com is missing an SSL certificate, which is a cause for concern. Without an SSL certificate, the website may not be taking adequate steps to protect users' sensitive information. This can increase the risk of intercepted data being used for malicious purposes.
  • Guthy-Renker protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • The website belonging to Guthy-Renker has a low number of visitors, which could be a red flag for users. However, it's important to conduct additional research to fully evaluate the website's legitimacy and trustworthiness.
  • We conducted a search on social media and found several negative reviews related to Guthy-Renker. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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8:21 pm EDT

Guthy-Renker It Cosmetics

I began ordering "IT Cosmetics" about 4 years ago. For a while, all was well, but then I found that my kits were arriving too frequently, and I had too much redundant product.

I went to the IT Cosmetics site to change my kit, but ran into endless problems because they had no record of my account whatsoever. Turns out I had originally ordered through Guthy-Renker (I had no idea), so I had to do my business with them. The problem is that there is no easy way to do this. IT Cosmetics is not even advertised on their site under their "brands." Looks like I'll have to wait until my next kit arrives so that I will know how to contact someone to modify my kit. Very frustrating situation.

Desired outcome: I would appreciate a response and some sort of outreach.

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10:07 pm EST

Guthy-Renker Perricone skin care

I canceled my subscription January 2021 as the volume shipped was too frequent and the products too expensive. I have clear email documentation after my phone call canceling the account. I have continued to be charged despite my account being closed. PayPal just alerted me that they charged me 46.86 on Dec 7 and again Dec 8. They have ‘automatically' deducted similar amounts at least monthly despite my emailing and calling to say STOP. This is a fraudulent company and I have requested stop payments to ban this company from ever receiving payment from me again. Please look into this.

Desired outcome: Shut them down and recoup my losses

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Update by Pedraddoc1022
Dec 08, 2021 10:08 pm EST

Fraudulent company.

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11:12 am EST

Guthy-Renker Nuisance - unending, unsolicited and ongoing email contacts, bordering on spamming.

I did make one purchase from this company, last year. As requested, I provided my email address for confirmation of the order. But since then, I have received email, after email advertising their products. These are unsolicited emails given that I have never authorized receipt of advertisement and promotional emails from Guthy-Renker. I have followed the instructions at least thirteen different times, to unsubscribe from these emails. And each time, have received the message from them that I am unsubscribed. Yet the emails continue! It is a nuisance. It is over kill. At this point I consider it a violation of privacy. Thanks you.

Desired outcome: Cease the email contacts to: adriene.[protected]@gmail.com

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3:28 pm EDT

Guthy-Renker recurring charges when I have never ordered from you

This is my fourth attempt to get something done. I have never, ever ordered anything or received anything from your company however, every month I am getting charged on my Mastercard 23.00 from your company. I cancelled my card and got a new one but You somehow got that info too because you keep charging on the new one also. I don't know what to do. Iv'e filed a complaint with the federal trade commission today and I guess I need to find out my next step. Other than never getting a charge card again I am at a loss as to what to do. I cannot even imaginge how unethical your company is and how many people you are taking advantage of. It is just wrong.

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12:00 pm EDT

Guthy-Renker order I received

Was supposed to be a one month supply with free shipping s&h one time offer, I requested catalog and free samples of make-up, when received order it was a three month supply and no return shipping label or no catalog no samples, it was Auto payed from my checking account I called and spoke to a supervisor and they're help led me to cancel my membership I have had for two years and I'm not satisfied with they're attitude and customer service skills they refused to accommodate me in any way therefore I am sending you this complaint

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Marty Walsh
Wilmington, Delaware, US
Nov 05, 2020 6:14 pm EST

Guthy-Renker is a SCAM.
Smikeactives made NO MENTION of a ‘club’ or ‘membership’ or forced shipping. Try, when my one-time offer ofbtooth whitener arrived... it was clear I would be force-shipped and charged monthly as a WELCOME TO THE CLUB nite in my maiden delivery.

I immediately cancelled the club and requested a return shipment label for the 18.95 trial offer. I wanted nothing to do with Smileactives and especially Guthy-Renker.

My AMEX WAS SUBSEQUENTLY BILLED 3 MORE TIMES... EVEN THIUGH IAMEX AGREED NOT TO OAY THEM EVER ANAIN.

Turns out GUTHY-RENKER fraudulently opened up new accounts in my name. These new account numbers side-stepped AMEX security. As a result, GR stole my money for unauthorized products, some of which I NEVER got.

I have cancelled my GR account(s) yet they still attempt to force-ship products and have threatened ME with collections for these unauthorized and fraudulent attempts to steal MY money.

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1:12 am EDT

Guthy-Renker Disappointed!

I have ordered something from Guthy-Renker and received my order on time. I kind of liked the product but it was not exactly what I expected so I decided to cancel my subscription.
I contacted customer service and asked them to cancel and they said sure. But then I was charged and received another package and then was another one!
I was really angry and demanded my money back. They said that they can't give me a refund but did cancel my subscription.
I'm very disappointed and disgusted with Guthy-Renker!

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12:00 pm EDT

Guthy-Renker Crepe Erase auto ship

I enjoyed the product but was not using enough of it to warrant getting a new shipment every 3 months and paying $70 each time. I called in November to cancel the auto ship and was assured at that time that my debit card would not be billed again.
3 months later I received another package, and 3 months after that I received another package, with a bill for $130 stamped OVERDUE in bright red.
I called customer service again and was told that my account had not even been accessed when I called in November. No cancellation, no suspension of auto ship, nothing.

I tried not to lose my temper with the girl who was unlucky enough to answer my call. After some obvious frustration, I was transferred to a woman named Valerie who did in fact cancel my account. She was polite, apologetic, and helpful. She initially told me that I would be responsible for return shipping, put me on hold, and "got approval from the supervisor" to send me prepaid shipping labels.

The bottom line though is that I have been on the phone for 40 minutes trying to resolve this, after I'd already spent time resolving this 6 months ago. I will now wait 7-10 days for a return mailing label. Then I wait another 30 days for return to be processed. In the meantime Guthy Renker will continue to bill me, and will likely report a payment more than 90 days late to the credit bureau which will take years to clear from my credit report.

I am really disappointing in Guthy Renker. It is unfortunate that I can not, in good conscience, recommend Crepe Erase to my friends. It is a good product, but how can I support a company that makes it's money manipulating small print?

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4:37 pm EST

Guthy-Renker ProActiv+

I ordered some ProActiv+ supplies for my daughter in September, and paid for the first shipment. I then sent this email on September 19th after I had tried to reach Customer Service by telephone several times: "Hello there, I do not wish to receive an order every month; I would like to order on demand. I have tried to reach you via phone but the circuits are always busy. Please change my order ASAP and email me confirmation of this change." No response. In October, I received a "Past Due Notice" for a shipment that has not been sent or received (nor paid for, as they do not have my current credit card number). I wrote to the company informing them that they no longer had authorization for my VISA and that I was unhappy with the product and the customer service . Today I received another email now saying my account was two months past due. I have not received any product. I never wish to. I will never order again! But I would like them to stop mailing me "Past Due" notices. That would be much appreciated. Thank you very much.

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5:13 pm EDT

Guthy-Renker IT Cosmetics TV Offer

I ordered the $39.95 TV Offer and it arrived and was charged to my charge card. Imagine my surprise when I received another order on Saturday(10/3/15) and this time was charged an additional amount of $51.85. I called the customer service number and was told that everyone who orders online misses the "little box to the right" that says online orders are continuing. I went back to the site but did not see it. I was also told to save the proof when I mail it back (no kidding) because packages frequently get lost in the mail. I cancelled further shipments with the operator I spoke with and am going to notify my charge card not to process further payments and put the amount in dispute. I will never order from a TV offer again. This is a rip-off of the first degree.

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Tom Grady1
, US
Jan 24, 2022 11:26 pm EST

Im being charged for stuff i have never ordered approximately $300.00 so far and emailed the company for refund and cancelation

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Vera Inestroza
, US
Jan 03, 2017 2:25 pm EST
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A scam...I ordered one and did not like it. Did not returned it because I had trash the box and paperwork. Today (January 3, 2017) I received another one which I did not order and will not accept. I do not want to be charged for something I did not order. I ordered one and that was it. I was never told I would be getting more. I will be expecting a reply from you. I don't want to report you to the BBB but if I don't hear from you soon, I will have no choice but to do that. What you are doing is not right. My name is Vera Inestroza. and my email is veraja@aol.com. I expect a response within the next few days. I realize whoever is reading this is not responsible, but your company should not abuse their customers. I should have read this reviews before I ordered, what your company is doing is not correct not nice. We work hard to earn a paycheck. I am not asking for a refund for the first order but I will not accept any more from you. I ordered ONE and ONE only.

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C.Vernol
, US
Apr 29, 2016 3:52 pm EDT

I agree with everything that has been said by others who have been ripped off. I received an order today and it seems they plan on sending out another order in July not so fast, i did not request auto delivery and i will not accept it. I have been told that i paid $53, 94 and there are two more payments due. One for may and one for June, then another order in July, the #'s on this receipt are -customer # 922436 - order # 3946814. I expect a RMA# from you upon receipt of this e-mail, or you will be reported to the attorney general's office and the better business bureau. Give me the return address and a refund for the $53.94 which was charged to my credit card ending in 5285.
Kay Vernol applelady1230@verizon, net [protected]
a very disatified customer! this is without a doubt, a scam!

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Mayra k.
, US
Dec 02, 2015 10:52 am EST

I ordered this product by phone and was also being charge 39.95 each month .The product did not work for me I called to cancel and return the product in due time and was only refunded back $23 and was told that that was for the foundation only even though I was told that was all I had to return that the rest were free for purchasing this TV special.I Spoke to customer service and ask why only $23 was refunded for foundation when I was being charged $119 for other products I didn't order. Needless to say I was not refunded the amount it is a total lie.I really wish I would've read these before I ordered I will never do it again:(
Total scam!

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LindaSueTuf
, US
Oct 28, 2015 8:12 pm EDT
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This TV offer is a totally misleading lie and scam. I ordered kit by phone and SPECIFICALLY asked rep what the TOTAL cost of kit was, He said $39.95 and every 30 days thereafter another $39.95 and I would then receive additional amounts of each cosmetic, however I could cancel at any time. I received kit today, one item was missing. When I contacted customer service the rep apologized and said she would send missing item out. I then asked why the billing statement said the kit was $119 and she said that was the total price but I was being billed one third each time, , , , , not at all what original rep said, ... not only did I cancel... but I will never purchase IT cosmetics again because of their false advertising practices. Shame on you Jamie!

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5:18 am EDT

Guthy-Renker Vitaclear Vitamins

I've purchase the X-out face wash which also came with a free vitaclear bottle. I ordered the X-out a second time with a free vitaclear bottle as well. The next time, the company sends me another set of products telling me I have to pay again. I did not accept the product, so I shipped it back. In addition to that, I emailed and called the company but no response. Next thing I know, I receive a bill for $65.00 with a deadline in the mail with choce of paying online or mailing back your card information. I didn't think to pay becasue I always shipped the item back and requested to cancel the order. But I recieved another envelope in the mail with a payment of $65 and If I did not make payment within the deadline, i would be reported to the debt collector. I tried to email and call the company again, but nothing. So I try to avoid the debt and mail back the paper with my card info. Few weeks later, I recieve a letter from the debt collect with a total of $165?! What is this?

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1:41 pm EDT

Guthy-Renker Can't cancel

A real scam!
Sent a second box right away that I didn't expect. I called right away
to cancel. Billed every month. Called again. No record of my previous call. Billed again..said they would send me a label to send second box back. That was July 16th. No label came. Called again, Sept 1. Said again they would send a label. It is the 8th of Sept. and no label sent. Called again Sept. 8th and they say it takes up to ten days to get a label. (Coming by pony express I guess.) To be cont.
WARNING. Product doesn't work and they lie to you over and over when you talk to them on the phone.

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10:56 pm EST
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Guthy-Renker Continuity payment scam

I purchased a special offer WEN product via Guthry-Renker. I have no issue with the product. I paid on credit card.
But they then send me a email saying they will be sending me more products in two days time. That I can send them back within 60 days if I don't want them and they will refund the monies.
There is no option to cancel the order before they send the product. I find this objectionable and unprofessional.
They say I am a VIP member so get this special deal. I have to question whether they are in breach of UK Law, Data Protection Act?
I also wrote to their [protected]@guthry.renker.co.uk and requested immediate cancellation of this and future orders. I also cancelled my credit card. Basically I don't want to be ripped off by this unprofessional organisation. No point justifying this practice by say should read the small print... No one has the time and they know it. I will not be buying from them again.
Also WEN note this as they represent your business and you should not allow them to adopt this type of selling practice as it reflects your Brand reputation.
AM

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purrplekat
, US
Dec 26, 2013 1:59 am EST
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While it is too late in this instance, use this as a learning experience. I learned from others' misfortune that when you see something on TV or advertised elsewhere (online, in a magazine) by itself like this product, always order it through another venue. I tried a Wen starter kit, but I purchased mine through the Sephora website or JC Penney or somewhere like that. Companies like Guthy-Renker are apparently very predatory and will sometimes continue to charge someone's credit card and send merchandise even after they cancel a "membership" and think the matter is resolved. And sometimes they charge even more fees as time goes on or send larger sizes to justify taking more money. After you receive confirmation your "membership" is canceled, cancel the credit card you used and have it replaced. The reason to give the card issuer is unauthorized activity, because although you initiated the first transaction you did not authorize them to continue. The trouble of replacing the credit card won't be as bad as trying to stop them from taking your money. Always wait until an item shows up in a mainstream store before you purchase it to try. If in doubt, research the product with the word 'scam' in the search term (for example, 'Wen scam'), and you will be able to review any complaints left by others about the company or product you are interested in.

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11:36 am EDT
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Guthy-Renker - Fraudulent charges WEN

I ordered sample size kit from WEN Hair Care over a year and a half ago. They then without my permission they started sending more and more product charging my card each time. I asked them to cancel my account and they agreed and confirmed it was canceled - but the shipments kept coming. I finally had to cancel my credit card. I have refused every shipment...

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4:35 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Guthy-Renker Unauthorized carges applied to card

Needless to say the complaint was never resolved
Wen by Chaz Dean}
Inbox
x

[protected]@crm-inet.com
5/8/12

to me
Dear Anita,

Thank you for your email. By ordering the 30-Day Trial Size Kit at the club price of $29.95, you are enrolled into the Replenishment Program. One of the benefits of the program is the convenience of automatic shipments. You don?t have to worry about running out! Approximately 30 days after you receive your Trial Size Kit, you will receive your first Full Size Kit. This package is a 90 day supply and will be billed to your credit card account for $89.85 plus $7.95 shipping and handling along with any applicable sales tax.

Here is a breakdown of the payments:

Account# [protected] Customer Inquiry

============================= PRODUCT DETAIL INQUIRY ===================================

Mkt Prog 915 Product 220558-CD4063 CD 90DY KIT SAM CAP Batch ID-0 00/00/[protected]
--------------------------------------------------------------------------------------------------
QTY Unit Price Ship&Hand Tax Product Total Entry Key Due Date Install #=Total
001 89.85 8.99 0.00 98.[protected]

Order Number# N/A Invoice # 1002 FedEx Smart
Transmittal # N/A Invoice Date 02/27/12 [protected]
Address Seq# 001 Cycle # 373 Tracking Status
02/29/12 00:00 Confirmation
03/06/12 04:28 USPS Arrival Scan FEDEX SMARTPOST
03/06/12 12:14 Proof of Delivery

Credits Batch ID Action Date QTY Amount Balance Charge Card
0 00/00/00 00000 CC Payment 05/01/12 +001 29.95 0.00 ************0991
0 00/00/00 00000 CC Payment 03/28/12 +001 29.95 0.00 ************0991
0 00/00/00 00000 CC Payment 03/01/12 +001 38.94 0.00 ************0991

--------------------------------------------------------------------------------------------------
Mkt Prog 915 Product 220541-CD1055 CD 3PC 30D SAM CAPPED Batch ID-X 01/26/[protected]
--------------------------------------------------------------------------------------------------
QTY Unit Price Ship&Hand Tax Product Total Entry Key Due Date Install #=Total
001 29.95 0.00 0.00 29.[protected]

Order Number# Invoice # 1001 Package Tracking# N/A
Transmittal # N/A Invoice Date 01/26/12
Address Seq# 001 Cycle # 369

Credits Batch ID Action Date QTY Amount Balance Charge Card
X 01/26/12 00004 CC Payment 01/27/12 +001 29.95 0.00

--------------------------------------------------------------------------------------------------
Account# Customer Inquiry

|Date|Install Type|Prod Qty|Prod Stat|Prod UCT #|Description|Applied Action|CHARGE / PAYMENT|CREDIT|REFUND|BALANCE
MPG:915 AddrSeq# 001 Ship# 002
2/29/2012 3Pay 001 COM 220558 CD4063 CD 90DY KIT SAM CAP 98.84
3/1/2012 CC Payment 38.94 59.90
3/28/2012 CC Payment 29.95 29.95
5/1/2012 CC Payment 29.95 0.00

MPG 915 Comment Records
DATE SHP # Description
2/27/2012 002 NEXT SHIPMENT DATE = 05/21/12

MPG:915 AddrSeq# 001 Ship# 001
1/27/2012 1Pay 001 COM 220541 CD1055 CD 3PC 30D SAM CAPPED 29.95
1/27/2012 CC Payment 29.95 0.00

MPG 915 Comment Records
DATE SHP # Description
1/26/2012 001 PREAUTH# PREAUTSHIPMENT 001
1/30/2012 001 EMAIL -ORDER CONFIRM INV#1001
Marketing Program 915 BALANCE = 0.00

TOTAL BALANCE = 0.00

Wen? by Chaz Dean stands behind every product we sell by offering a 60-day money-back guarantee. If for any reason during the first 60 days after receiving the product you were not satisfied, Wen? by Chaz Dean would have gladly refunded your money.

According to our records, your product is well beyond our 60-day return policy. Wen? by Chaz Dean will always attempt to process reasonable exceptions to our 60-day policy; however, given the lengthy amount of time that has passed since your purchase, your request is beyond what we are able to accommodate.

We apologize for any inconvenience this has caused you.

If you need any additional assistance please feel free to reply to this email or, if you prefer, contact Customer Care 24 hours a day, 7 days a week at [protected]. One of our representatives will be happy to assist you.

Sincerely,

Axel
Correspondence Specialist
Wen? by Chaz Dean
Account

Original message:
Melina,

This explanation still doesn't explain why I was billed $29.95 on
four separate occasions. The website doesn't state that the 90 day supply
will be $119.80 it states that it will be $89.85. Why haven't you both
addressed my request for a refund. Please address this question in your
next e-mail.

Anita

On Mon, May 7, 2012 at 2:25 PM, wrote:

> Dear Anita,
>
> Thank you for your inquiry regarding Wen? by Chaz Dean!
>
> Our introductory Trial Size kit comes in two choices (Sweet Almond Mint or
> Cucumber Aloe) and contains a 30 days supply kit for $29.95.
>
> Approximately 30 days after you receive your initial shipment you will
> receive a full 90 day supply of product in the same scent you initially
> received and you will be charged three installments every 28 days.
>
> We hope that this information is helpful to you! If you need any further
> assistance please feel free to reply to this email or, if you prefer, you
> may contact Customer Care 24 hours a day, 7 days a week at [protected].
> One of our representatives will be happy to assist you!
>
> Sincerely,
>
>
> Melina
> Correspondence Specialist
> Wen? by Chaz Dean
> Account
>
> Original message:
> --e89a8f50398cb5075704bf73e678
> Content-Type: text/plain; charset=ISO-8859-1
>
> Cyntia
>
> I appreciate your prompt response. If that is in fact the case why have I
> paid $29.95 on four separate occasions for only two boxes of product when
> the website states the two options are $29.95 for 30 days or $89.85 for
> three months. Even if I set my billing for installments, my card has been
> charged more then what's stated on the website. I can cancel at any time
> according to the paperwork I received. I cancelled after I received the
> second unsolicited box of products, yet my card was debited two additional
> times. I do not understand why I am paying for something I cancelled and
> haven't received and do not want.
> I still want my $59.90 for being charged two additional times after I
> cancelled. You did not address that at all.
>
>
> Anita
>
> On Mon, May 7, 2012 at 9:42 AM, wrote:
>
> > Dear Anita,
> >
> > Thank you for your e-mail. When you placed your original order for the
> > introductory kit, your billing was set up on an installment payment
> option.
> > The invoice included in your shipment will reflect the total cost of the
> > order; however, the payments are split into three charges. The first
> > installment includes the shipping and handling charges along with any
> > applicable taxes. The following installment is charged 28 days from the
> > first installment and will include the remaining balance.
> >
> > If you need any additional assistance please feel free to reply to this
> > email or, if you prefer, contact Customer Care 24 hours a day, 7 days a
> > week at [protected]. One of our representatives will be happy to
> > assist you.
> >
> > Sincerely,
> >
> > Cyntia
> > Correspondence Specialist
> > Wen? by Chaz Dean
> > Account
> >
> > Original message:
> > Chaz Dean - Wen Hair Care: Other
> > > > Account #:
> > Order #:
> > Phone #:
> > Email:
> >
> > Message:
> > I called and cancelled this product, but I am still being billed. My card
> > has been debited four times for $29.95 yet I have only received two
> > shippments of this product. The informercial does not reflect that I
> would
> > be paying $119.80 for two small boxes of product. I do not appreciate my
> > card continously being billed for a product that I cancelled. When I
> called
> > and cancelled that should have been the end of taking my money off of my
> > account. When I called customer service I was told that even though I
> > cancelled I was going to continued to be billed, but not told this when I
> > cancelled. I want my money back and you can have your product.
> >
>
> --e89a8f50398cb5075704bf73e678
>

--e89a8f9240aa6ea1f604bf7e8626
Content-Type: text/plain; charset=3DISO-8859-1

Cyntia

I appreciate your prompt response. If that is in fact the case why have I
paid $29.95 on four separate occasions for only two boxes of product when
the website states the two options are $29.95 for 30 days or $89.85 for
three months. Even if I set my billing for installments, my card has been
charged more then what's stated on the website. =A0I can cancel at any =
time
according to the paperwork I received. I cancelled after I received the
second unsolicited box of products, yet my card was debited two additional
times. I do not understand why I am paying for something I cancelled and
haven't received and do not want.
I still want my $59.90 for being charged two additional times after I
cancelled. You did not address that at all.

Anita

On Mon, May 7, 2012 at 9:42 AM, =A0wrote:

> Dear Anita,
>
> Thank you for your e-mail. When you placed your original order for the=

> introductory kit, your billing was set up on an installment payment op=
tion.
> The invoice included in your shipment will reflect the total cost of t=
he
> order; however, the payments are split into three charges. The first
> installment includes the shipping and handling charges along with any
> applicable taxes. The following installment is charged 28 days from th=
e
> first installment and will include the remaining balance.
>
> If you need any additional assistance please feel free to reply to thi=
s
> email or, if you prefer, contact Customer Care 24 hours a day, 7 days =
a
> week at 1-800-96=
4-1892. One of our representatives will be happy to
> assist you.
>
> Sincerely,
>
> Cyntia
> Correspondence Specialist
> Wen? by Chaz Dean
> Account
>
> Original message:
> Chaz Dean - Wen Hair Care: Other
> >
> Account #: >
> Message:
> I called and cancelled this product, but I am still being billed. My card has been debited four times for $29.95 yet I have only received two
shippments of this product. The informercial does not reflect that I would be paying $119.80 for two small boxes of product. I do not appreciate my card continously being billed for a product that I cancelled. When I called and cancelled that should have been the end of taking my money off of my account. When I called customer service I was told that even though I cancelled I was going to continued to be billed, but not told this when I cancelled. I want my money back and you can have your product.

--e89a8f50398cb5075704bf73e678

--e89a8f9240aa6ea1f604bf7e8626--

Anita Brooks
5/8/12

to Guthy-Renker
Axel,

I really don't understand why I'm receiving emails from multiple people. I requested a 30 day supply not and extended 90 trail of the product. Instead of a 30 day trial Guthy=Renker took it upon yourselves to continue to charge my card for a product I only requested for 30 days. When I received the second shipment I immediately called and cancelled and advised the rep that I didn't want my card to be debited continuously for a 90 shipment of this product. You said my card would be billed every 30 days but I see two transactions in March in 28 days. The first payment in March is for $38.94. What you have is a customer that does not want the product. I have no problem paying for what I ordered which is the 30 day supply. I do not want nor did I request a 90 day supply of this product and I want my money back. You can have your product still in the box never opened. What can you do to satisfy a customer?

[protected]@crm-inet.com
5/8/12

to me
Dear Anita,

Thank you for your email. Wen? by Chaz Dean stands behind every product we sell by offering a 60-day money-back guarantee. If for any reason during the first 60 days after receiving the product you were not satisfied, Wen? by Chaz Dean would have gladly refunded your money.

Anita Brooks
5/15/12

to Guthy-Renker
Axel,

I need to know how I can return this order. It has not been 60 days since the last payment was taken from my account and I do not need nor do I want this product. I did not request a 90 day supply despite how convenient it may be for others. According to the break down my card was debited twice in March in less than 30 days. The first payment clearly doesn't show that there is an additional amount to be taken out at a later date. Since I do not want the product and did not authorize this payment, why is it so hard to refund my money to satisfy a customer?
Marketing Program 915 BALANCE = 0.00

TOTAL BALANCE = 0.00

An unhappy customer

[protected]@crm-inet.com
5/15/12

to me
Dear Anita,

Thank you for your email. Our records indicate your order was shipped on February 29, 2012.

Wen? by Chaz Dean stands behind every product we sell by offering a 60-day money-back guarantee. If for any reason during the first 60 days after receiving the product you were not satisfied, Wen? by Chaz Dean would have gladly refunded your money.

According to our records, your product is well beyond our 60-day return policy. Wen? by Chaz Dean will always attempt to process reasonable exceptions to our 60-day policy; however, given the lengthy amount of time that has passed since your purchase, your request is beyond what we are able to accommodate.

We apologize for any inconvenience this has caused you.

When you placed your original order from our website, information was provided for you to let you know that you would be automatically enrolled in our Home Delivery Program. This program sends you a 90 Day Supply of product to you after 30 days. You have the ability to customize your order to fit your needs, and if necessary, cancel your if you are not completely satisfied. The text as provided on the website is as follows:

When you order today you'll also get TWO Free Gifts! Starting 30 days after you place your order you?ll receive a new 90-day supply automatically replenished every three months. You?ll pay only $29.95 per month plus $7.95 shipping and handling per subsequent shipment. There is no minimum to buy and it?s easy to reschedule, suspend or cancel at any time by calling customer service. This purchase will be charged to the card you provided today. Every WEN purchase includes a 60-day money-back guarantee of the purchase price less shipping and handling.

As we did not receive a request to cancel, you were shipped a 90 Day Supply of Wen? products.

If you need any additional assistance please feel free to reply to this email or, if you prefer, contact Customer Care 24 hours a day, 7 days a week at [protected]. One of our representatives will be happy to assist you.

Sincerely,

Gabe
Correspondence Specialist
Wen? by Chaz Dean
Account [protected]

Original message:
Axel,

I need to know how I can return this order. It has not been 60 days since
the last payment was taken from my account and I do not need nor do I want
this product. I did not request a 90 day supply despite how convenient it
may be for others. According to the break down my card was debited twice in
March in less than 30 days. The first payment clearly doesn't show that
there is an additional amount to be taken out at a later date. Since I do
not want the product and did not authorize this payment, why is it so hard
to refund my money to satisfy a customer?
Marketing Program 915 BALANCE = 0.00

TOTAL BALANCE = 0.00

An unhappy customer

On Tue, May 8, 2012 at 11:14 AM, Anita Brooks wrote:

> Axel,
>
> I really don't understand why I'm receiving emails from multiple people. I
> requested a 30 day supply not and extended 90 trail of the product. Instead
> of a 30 day trial Guthy=Renker took it upon yourselves to continue to
> charge my card for a product I only requested for 30 days. When I received
> the second shipment I immediately called and cancelled and advised the rep
> that I didn't want my card to be debited continuously for a 90 shipment of
> this product. You said my card would be billed every 30 days but I see two
> transactions in March in 28 days. The first payment in March is for $38.94.
> What you have is a customer that does not want the product. I have no
> problem paying for what I ordered which is the 30 day supply. I do not want
> nor did I request a 90 day supply of this product and I want my money back.
> You can have your product still in the box never opened. What can you do to
> satisfy a customer?
>
> Anita

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4:04 pm EST
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Guthy-Renker Poor Service, Overpriced Product

Purchased pro active about 1 year ago...used it...also received a trial of vita clear vitamins... Ok that's fine, i figure that is a nice bonus for purchasing the skin care kit. I give it all a try for a few months...Skin care was ok but then a $98.82 automatic debit is taken directly out of my bank account for a 3 month supply of vitamins.

$98 for a bottle of vitamins that I never wanted or authorized! Every 3 months that is going to just automatically occur.

I cancel my skin care. I gave it a shot for about 9 months and i just wasnt that impressed. I didnt request a refund or complain. So I thought I was all cancelled. However I am still receiving bills for $98 on vitamins. I called customer service 3 months ago now to make sure everything is cancelled. I didn't want any vitamins in the first place. I talked to a woman named LOYDE. I explained the situation and i felt like i had cancelled everything with her. She said they were sad to loose my business and She even had the nerve to tell me she could get my a lower price on the products! SO YOUR TELLING ME I WAS OVER PAYING FOR THE LAST 9 MONTHS! Wtf how does that work. So I told her NO THANK YOU AND TO PLEASE CANCEL. Again I never asked for a refund. I just want to cancel. Here I am today calling the same customer service because they still want me to pay $98 on vitamins. Talked to LOYDE AND SHE SAYS NO IM NOT CANCELLED AND I NEED TO PAY IN FULL I cannot return the product. Sorry but this is bs! I'm not throwing another cent to Guthy Ranker. Stand behind your product...don't pretend to give me a free bonus and then hit me with $98 payment alerts!

Any insight or advice is appreciated.

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4:33 pm EDT
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Guthy-Renker Deceptive billing

aha, so I now I know what is going on. Guthy Renker have a reputation for the same unethical and immoral practices in Melbourne Australia as they do in the United States. Totally deceptive. Never use this company to to order Proactiv or anything else online. Go to Southland or Chadstone to buy their products from a store. We received a 2nd package of products, with a bill amount that was different. I phoned Sat 14th July 2012 whereby they informed me that to order online, you have to subscribe to become a member and to be a member, you automatically pay for this products for more months and are billed monthly. This is so dishonest, because I only ordered once. Now they expect me, at my expense, to pay for registered post to send it back when I never ordered it in the first place. As of yesterday, I have cancelled with company, but reading other complaints on website, it will be interesting to see if I am still billed, because obviously they are unethical and have a bad reputation and rely on bullying. I feel sorry for the online companies that do the right thing, because it is company's like this that damages online ordering.

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2:33 pm EDT

Guthy-Renker UNAUTHORIZED DEBIT CARD CHARGES

I Ordered The WEN Hair Care products & received The Free Endless Youth Supplements Introductory 30-day supply. Was Told 'YOU WILL RECEIVE A ONE MONTH INTRODUCTORY SUPPLY FOR FREE!' Starting 30 days from your order date, you'll receive a new 90-day supply of Endless Youth every 3 months at the guaranteed low price of just $29.95 plus $2.99 S&H per month, which will conveniently be charged to the card you provide today unless you call to cancel. I CALLED & CANCELLED THE SAME DAY I GOT THE VITAMINS & I'VE HAD TO CALL 3 MONTHS IN A ROW BECAUSE THEY KEEPTAKING THE $ OUT FRAUDENTLY! There is no commitment and no minimum to buy. To customize this program or future shipments and charges, call customer service anytime. Our supplements always include a 60-day money-back guarantee of the purchase price less shipping and handling. This is a limited time special offer for new WEN® Hair Care customers.! I HAVE CANCELLED THESE VITAMINS 4 TIMES NOW & STILL BEING CHARGED! CUSTOMER SVC SUCKS & I'VE BEEN TOLD MY ACCOUNT WAS CLOSED THE 1ST TIME I CALLED, THEN WHY ARE THEY STILL CHARGING ME?!?!? NOT HAPPY! SCAMMERS! FILING FRAUD COMPLAINT!

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J
joycearrington
, US
Aug 07, 2015 3:39 pm EDT

there was money taken out of my account for something i did not order please give me at call [protected] to resolve this problem

L
L
LPMeteora81
San Antonio, US
Jun 06, 2014 10:09 am EDT

My wife ordered the sheer cover make up and went ahead and got the vitamins as well. I cancelled before the 30 day trial and mentioned as well to cancel the pills and they said it be all cancelled. A month later we were charged and my wife called and cancelled again. We wanted our money back but we have to end the package back. we decided to eat up the cost because knowing them they say they never got the package and would end up being charged and nothing to show for it. When you get charged the first time they is two separate charges, one for the sheer cover and one for the vitamins. We called the sheer number and cancelled both through there and we were sure they were both charged. This second time around we called both numbers to make sure. The sheer rep. said it did say it was cancelled on her side and that the box we got was a gift and the pills rep said that we have to manually cancel it (by phone). So my advice is to call both numbers and cancel so you won't have to go through this. Another thing we never go email cancel confirmations.

S
S
SArtino
Cleveland, US
Apr 09, 2014 5:42 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

My wife ordered a Sheer Cover makeup product package that came with a mystery gift, the mystery gift was vitamins. The purchase came with a 60 day money back guarantee. She wasn't happy with the makeup product, called to cancel and it back for a refund. We received a charge on our bank account as an ATM sale from GRC*Vitamins. We haven't made any purchases recently so I had to look up who this product belonged to. The product is marketed through Guthy-Renker, which also markets the Sheer Cover product. It seemed odd that our debit card we used as a charge card was used as an ATM POS. To make sure, we checked the Sheer Cover site to make sure it didn't mention anything about vitamins in the purchase, and it does not. I had to call them and cancel the vitamins, we are supposed to get a refund, we will see on that. I asked the representative why we were charged for the vitamins when there is no mention of vitamins in the purchase of the Sheer Cover makeup products. They could not answer.
*BEWARE* Guthy-Renker is fraudulently charging people in hopes they will not notice the reoccurring charges. They are obviously including these vitamins with other products they sell as "Mystery Gifts" and then charging them for them later for the supposedly gift.

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