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The good, the bad, and the ugly - discover what customers are saying about AuraVie Skin Care

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10:51 am EST
Verified customer This complaint was posted by a verified customer. Learn more

AuraVie Skin Care Misleading advertising and unauthorized charges on my credit card

A few weeks ago, I visited a site that offered free samples. I selected AuraVie and sent for a free sample and paid what they described as the only cost - the postage and handling of $4.95. On 12/29/13 there was a $73.41 charge on my debit card. When I called the customer service number listed on my bank statement I was told that I had actually signed up for a monthly debit of $96.00 and that the company doesn't offer free samples. I explained in detail how I arrived at AuraVie's site via a web site offering free samples and I certainly would NEVER sign up for a $96 monthly charge for a product I hadn't even tried before. The very rude representative then proceeded to read me the service agreement that she pointed out was in 12 point font or such just to make sure I understood that they had met their legal obligation to put it on the website. When I insisted that the terms were not clear and that I had no idea I was signing up for a $96 monthly charge and that if I had been clear I certainly never would have signed up as I can't afford such a ridiculous price, I was met with accusatory tones, arguments to their favor and every sort of poor customer service. She said things like, "I heard you the first time" when she was tired of me explaining how it was described as a free sample. She then abruptly placed me on hold and came back and said because I had opened the product (who wouldn't have if they thought it was a $4.95 free sample?), that they were going to do me a favor and refund half of the product price for the month, or $35.12 and assured me they cancelled my further membership. I asked specifically that she send me the name and address of the person I could submit a formal complaint to. She assured me she would. What I received was an email (in my SPAM folder - no surprise), was another 800 number. So I called the 800 number only to be connected to the same poor customer service department and another smart mouthed woman who began our conversation by saying, "I see you just called and we made an exception and gave you half your money back". To which I stated that I had actually been told by the other representative that she was sending me contact information to lodge a complaint but it seems she simply sent me another 800 number to the same customer service center I just spoke to. I stated that I wanted the balance of my money back and that I found other people on line complaining of the same issue so perhaps I was right and their disclosures were not as clear as they should be. She said that the FCC would have shut them down if they weren't clear on their notifications and that they had over 500, 000 satisfied customers. I said, "well if you have so many satisfied customers, why not make this one happy and refund the money? I'm only going to bad mouth the company if you don't. Why not just make this one happy." Her response was again one of superiority and her position was that they had disclosed their terms and said it was certainly my right as a consumer to complain. I asked what I always ask these types of customer "service" people - "how would you feel if this happened to you?" She shared the fact that she had been a victim of thinking that the free credit score reports were free and that she was charged for 7 months before realizing it wasn't free. Yeah. That makes it all better. She reiterated several times that the FCC would have shut them down immediately if they hadn't disclosed their terms and conditions. I remarked that they had BARELY met their legal obligation by placing it somewhere surreptitiously on their site and actually offered suggestions on how they might improve the understanding and visibility since it was clearly billed as a free sample, and I clearly did not see it at all or I would never have agreed to it. But I'm sure such concepts were wasted on a customer service rep of this caliber, so I asked again for the name and address that I could submit a formal complaint to. She gave me this address (a PO Box - big surprise): AuraVie Skin Care Attn: Management (no name - big surprise), PO Box 10465 Van Nuys, CA 91410. So in the end my "free" sample cost me $43.24 (the cost of the non-refunded amount and the shipping and handling costs). STAY AWAY FROM THIS COMPANY! And I'm pretty sure I got the free sample link from ArcaMax emails so STAY AWAY FROM THEM TOO!

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3:01 am EDT
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AuraVie Skin Care other

I ordered "Free Trials" of AuraVie and Vivexin the same day since it was suggested both products work together for a better result. Unfortunately, I had an allergic reaction after using them for several days. I had to stop one, wait for the swelling in my face to go down...before trying the other to see which product was affecting me. I stopped the Vivexin first ...waited several days and started using the AuraVie once again. Sadly, both products affected my 67 year old skin negatively.
Customer Service at Vivexin was very cooperative and allowed me to return the subsequent shipment by putting Return To Sender on their shipment.
AURAVIE, on the other hand, charges you for the "Free Trial" product you have received ($97.88) if not cancelled in ten days. Sadly, my allergic reaction took longer than that to identify. After the customer service representative spoke to a supervisor, I was offered $30 credit on the ($97.88) they charged my credit card.
LESSON LEARNED: Some companies are ETHICAL... SUCH AS "VIVEXIN." .
SOME companies such as "AURAVIE" are happy use "Free Trials" to SCAM people.
KUDOS to VIVEXIN. SHAME on AURAVIE SKIN CARE!

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dry skin
Onamia, US
Jun 03, 2016 8:37 am EDT
Verified customer This comment was posted by a verified customer. Learn more

My account was charged $3.02 and $1.93 for a trial. I canceled my membership on April 28th, my account was still charged, but no product mailed. In may I noticed they had took another $97.88 out of my account.I called them and told them I had canceled and told them the cancellation number.They said there was no record of it. They refunded me for April and gave me a return merchandise number to return Mays product that they said they had already mailed. They said they would refund me when they received my returned product. I mailed back Mays product on June 2nd and have not been refunded yet. I had asked to talk to a supervisor when they said they had no record of my cancellation and the cancellation number did not mean anything to them, but he would not let me talk to a supervisor. This also cost me a $35.00 overdraft fee, which I requested they repay me. Thank goodness I use a high risk debit card for online ordering. I only put enough money in that account for my purchases. It cost me an overdraft fee, but at least they don't have my main account numbers.

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VanessaCarolyn
Broomfield, US
Aug 02, 2013 8:27 pm EDT

I never even ordered the face kit, yet it was delivered to my door with a packing slip for $2.95. Then I saw on my bank statement that they deducted $97.88 from my bank account! I never authorized the purchase or ordered the product. When I called to ask how the hell they got my debit card number the customer representative told me she was discussing this with a Supervisor and they would "trace the IP address" of where the order was placed. She came back and gave me some vague answer and then offered me a $30 credit...I told her she could keep her ridiculous credit and that I had notified my bank that they fraudulently took money from my account. She started backpedaling and telling me that if my bank called them they would refund my money. Oh, how nice!...They will refund the money they STOLE out of my account! Needless to say I am pursuing this through the BBB and my bank. There are reports exactly like this all over the internet with this company. Beware! This company should not be able to get away with this.

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Lena Price
Talladega, US
Jan 11, 2013 11:57 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I also got ripped off by this company. After I received my so called free samples, I was charged 89.95. I called and cancelled this and then a few days later I was charged 97.88 from another company that said I received these three little bottles from them. I never got anything but the so called free samples and paid all this money for. I had to go through my bank and get a brand new debit card to make sure that I did not get any more charges for something I never got. I got the delivery confromation numbers from the companies, and they were not even good numbers. I am turning this over to the U. S. Postal inspectors. This is a shame that people can take your money like this and nobody can stop them. Something is very wrong here.

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Julia J. Arthur
Deer Park, US
Aug 21, 2012 3:41 am EDT

Hey there Ladies,
All of you who got ripped off should read this message! I fought them, through my Bank...Bank Of America.. and the Better business
Bureau
The smart Alec who did this and said "Don't fight it" "You wont win, we have lawyers, etc"

I WON! and so can you. The black mark is on their record and it will remain there. It goes to prove one honest, caring decent woman who didn't deserve to be cheated and lied to and charged $97.00 for nothing... "Free Trial" "Free Sample" ONE WOMAN ..took on the whole company (I could not have done it without my Bank) this conniving company LOST!

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