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Murad / predatory service

United States, California Review updated:
96% 71
Contact information:
Murad Inc
Murad Inc has predatory business practices where the company will ship you the product and keep shipping it and charging your credit card. Even if you refuse to accept the package, never open it and return the whole thing for the full refund, they will still charge your credit card and then you have to fight for the refund. Ultimately, they won't refund you the shipping and that is $9 each time. Just avoid doing any kind of business with companies like this.


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A  29th of Dec, 2011 by 
Agree Disagree +2 Votes
I totally agree with this complaint. I like the products, but I didn't like the auto-shipment plan as I didn't need replacement products at the fast rate I was receiving them. A couple of months after cancelling my auto-shipment plan, I placed an individual order and was put back on an auto-shipment plan without requesting it. Customer service told me I authorized auto shipments simply by ordering the product. The CS representative told me that she would refund me the price of the product but not the shipping and handling charges. I won't be ordering anything from this company again.
N  3rd of Mar, 2013 by 
Agree Disagree +1 Votes
You should know some inside info. I'm a former Murad CS Agent. First, order Resurgence or Acne Complex enrolls you in auto ship program. They do everything possible to make sure this fact is de-emphasized. A majority of people, especially the elderly, simply don't notice. They also communicate with you as little as possible on everything but promotions sent by email or postcard. Emails are never sent to let you know when something ships or an order is on backorder. They don't want you to realize what's happening to minimize the chance you cancel auto ships. If you call to cancel auto ships you should know that any person you talk to has one objective, and that is to stop you from cancelling autoships. The saddest thing is the product is very good but they totally rely on deceit to make money. I often got really sad, sometimes almost crying, after talking to some of the victims. Many were really elderly and didn’t understand, lots of people weren’t aware and the autoships/billing caused them to bounce checks. Lots of the money Murad makes come from individuals who place an order and aren’t aware or overlook or forget to cancel before the next order. And they do it on purpose. No one of the higher ups could look you in the face and justify their business practices, because it can’t be justified..
N  9th of Apr, 2013 by 
Agree Disagree 0 Votes
I understand the frustration with the auto ship, I do not like when they do that either. However for those of you who love the product, take note that Murad products are sold at JC Pennys so you can just go an purchase the product when you need it. Hope this helps with those of you who do not like the auto ship.
A  23rd of Apr, 2013 by 
Agree Disagree +1 Votes
After placing 1 order with Murad I was not aware of their auto-ship policy. This is a total SCAM and luckilly I received an alert from my bank before the money was debited from my account and my bank put a STOP payment on Murad. I went off on CS even threatening to sue them if they continue to try debiting any money from my account. This was eye opening from me and I will NEVER order anything from an ad I see on tv. DO NOT deal with this company!!!
A  19th of Dec, 2013 by 
Agree Disagree +1 Votes
I ordered they sample introductory special offer. I got an extra package 6 weeks later. A big sticker said FREE GIFT INSIDE ! What I got was a bill that spreads out 3 payments totaling $147.90! I called customer service right away, I got the run around. In no way was I aware that I had agreed to be shipped more stuff while they charge my credit card! I went to there intro site to check my memory, no mention of it on the order page!
Revolting business practices. Just wasted a half hour of my life trying to talk sense to someone who repeated the same 6 sentences... None of them were a straight answer. Beware!
N  16th of Jun, 2014 by 
Agree Disagree 0 Votes
well this auto reship sucks, I just ordered the trial package, I was pressured to take "advantage of other offers" I finally had to tell the
guy "hey listen I only want the trail and if I like it I'ill then order more. But, now from reading the reviews, seems like I'm gonna get more if I like it or not.

A  25th of Jun, 2014 by 
Agree Disagree +1 Votes
Totally agree with all of the above complaints. Murad has repeatedly sent items I didn't order. I never agreed to auto shipping. The question was asked repeatedly on my sample order and I said no each time. It didn't matter. They still sent items and charged my credit card. I thought I got it straightened out, but 4 months later they did it again. With all these complaints, it sound like it's time for a class action lawsuit! No company should be allowed to send and charge you for products you never ordered!
Stay away from Murad!!!
N  15th of Aug, 2014 by 
Agree Disagree -3 Votes
When purchasing Murad’s introductory Resurgence offer our customers are offered additional items at special member prices and enrolled in the home delivery program which includes recurring shipments. Notification of enrollment is provided both during the purchase process as well as within the initial shipment. It is most certainly not our intention to make our customers unaware of the home delivery program. This program can be modified, customized, and personalized so that you receive only your favorite Murad products, and you are welcome to cancel at any time by contacting Customer Care via phone, live chat, or email.
D  16th of Oct, 2014 by 
Agree Disagree -4 Votes
I had a very pleasant experience with Murad. Their agents were completely upfront and explained that
the special price was only when you enrolled in the autoship. If you don't want autoship you can just pay full price. Maybe I just pay closer attention to what peaple are saying.
A  3rd of Dec, 2014 by 
Agree Disagree +1 Votes
I've tried to cancel 3x now. As of this morning, I've been assured the shipments will stop. I'll never order ever again from Murad. That is a shame too because they have a fantastic product line.
A  15th of Jan, 2015 by 
Agree Disagree +1 Votes
I had the exact same experience! They are still changing me for products. Then when I try to return them you have to get a Return Merchandise Authorization number and by the time I went through all of that they said it was too late to return the unopened orders!!! A total scam! And if I don't pay them my final payment it will affect my credit negatively!!! Someone needs to deal with this company! There should be a class action lawsuit against them!!! STAY AWAY!!! And also Coconut Oil works just as well if not better!!!
N  21st of Jan, 2015 by 
Agree Disagree +1 Votes
Thank you all for your write ins. I just saw this on TV and considered trying the product. After reading your reviews I definitely will not even try the product. Also...when they put you on auto ship...maybe you should just call your credit card company and get a new card with a new number on it? I have done this with my debit card before because of companies like this. You can bet when they try to charge the old card and it doesn't go through someone will call you and then you can cancel.
If any company tries to negatively impact your credit...you can go on line and dispute it. It's very simple to do and most times they side with the consumer and make the repair to your credit. After enough of these complaints happen...the credit agency will black mark the company doing it. I know it's a pain but there are many ways to deal with this type of thing. Hope this helps a bit. Thanks again for the heads up on this company!!
A  16th of Feb, 2015 by 
Agree Disagree 0 Votes
Every time I call to cancel my auto ship account I'm told 'it's cancelled, you'll not receive anything else from us.' Then I get more product and get billed again. When you call to complain they act surprised, 'Well you thought you cancelled it but I don't show that.' Then they tell you just refuse the package. Then you don't get your refund. Then they tell you that you should have been given a return authorization number. They lie, lie, lie. Don't subscribe. Just buy over the counter at Ulta or JC Penney or Massage Envy.
A  31st of Mar, 2015 by 
Agree Disagree 0 Votes
I have been purchasing Murad products for many years from their website being careful to avoid the introductory kits because I definitely did not want to get any automatic shipments. Apparently with my last order I inadvertently order a kit that signed me up for auto ship. They used to have a pop-up box that told you when you were ordering something that caused auto-ship so they must have removed that warning making it hard for even for a longtime customers like me to be aware of what they are buying. I just got off the phone with "customer service". It was frightening. They give you a huge run-around, their jobs (or lives) must depend on keeping auto-ship customers even at the cost of totally alienating loyal customers like me who prefer to buy on an as needed basis. While he finally said (after what seemed like forever of me trying to get a straight answer about what I would need to do to make auto-ship stop) he would remove me from auto-ship. I don't have any confidence that will happen so I will need to call them again before 90 days to stop any shipments as well as take the advice of the other reviewer and ask my credit card co. to block payments. A shame because I really like their products.
A  12th of Apr, 2015 by 
Agree Disagree 0 Votes
I ordered this product on February 10. I was planning on making 3 payments of 39.95 for the trial. I received 2 packages 1 trial size set and another full size set (the one I thought I ordered) . I thought they charged me all at once because my first payment was $96.38. I let that go assuming that was it. NOPE - Over the next few weeks I was charged $43.23, 59.53, 43.23, and today $77.24! $320 for 6 tubes of ### lotion that I could have picked up a Walgreens. I don't recall joining a membership I never join stuff like that. Pretty tricky "sales" technique! I should have paid better attention to my bank statement. I haven't gotten anywhere so I'm having my bank prevent any more payments.
N  17th of Apr, 2015 by 
Agree Disagree 0 Votes
Hi! I'm Emily from Murad. Thank you for sharing this feedback with us. I wanted to provide you with a little more information. Enrollment in our Murad Membership program is strictly voluntary and we do our absolute best to provide full disclosure several times in several formats to ensure that each customer is completely aware of the details before voluntarily enrolling. Our websites will not allow enrollment without first providing full disclosure prior to completing the order process. Our call center that takes our orders over the phone has mandatory requirements to read full disclosure about the monthly billing, and about the total charges incurred. These scripts are monitored, recorded, and reviewed by legal counsel regularly. Sales agents that are found out of compliance are first put through retraining, and if the non-compliance continues, they are terminated. It’s not a perfect system, but we’re striving to make it Better Every Day. These posts span a period of more than 3 years, during which time Murad has provided products and services for millions of very happy women. It is most certainly not our intention to make our customers unaware of the home delivery program. That would only serve to provide a bad experience and we do not wish this upon anyone. Please understand that we do everything possible to ensure your results and your happiness. Our Membership enrollment is fully customizable and your Home Delivery program can be modified, customized, and personalized so that you receive only your favorite Murad products, at a price not available anywhere else, and on the schedule that you determine. If, after all of this, you are still not satisfied, you can cancel at any time by contacting Customer Care via phone, live chat, or email and we will happily cancel your membership for you. Please always feel free to e-mail us at customerservice@murad.com with any additional questions.
A  10th of Aug, 2015 by 
Agree Disagree -1 Votes
Dear Emily from Murad,
I just got $300 taken out of my bank account by your company today for product I did not order.
Your product is fantastic - so why can't you sell it ethically?
Why can't people choose to sign up for your refill service if they want it or just order skin care when they need it instead of you tricking them into it?
Doesn't that seem rational to you?
I always order my skincare from your company online, but apparently the limited time "free offer" that was offered signed me up for refills I did not want. I am now on a medical leave from work after major surgery. I have a smaller wage than usual and I now have bill payments coming out and now I don't have enough money to cover them because of this random charge from your company.
My car payment is going to bounce because of the amazing service you offer. I guess I am not one of those other "happy women".
I did not approve nor order this product and now have to refuse it and wait for your company to refund me.
Regardless how you would like to spin this, as it is you job to make your company seem that is it doing this on the up and up - it is not.
Otherwise this message board would not exist.
I know that online complaining won't get me anywhere, so I guess I can just go to the better business bureau.
Thanks for your time.
A  14th of May, 2016 by 
Agree Disagree 0 Votes
I ordered skincare products from Murad for $180 bucks. I declined any enrollment in auto ship programs. Exactly three months later, I received products from Murad shipped to my house. I did not authorized this shipment or order anything. I then checked my credit card statement and was shocked to see a $70 charge from Murad. Their invoice also stated this was a 3-part monthly shipment and I had two more future shipments of $70 upcoming the next two months. I checked my online Murad account and it said I was not in any auto ship program. So then I called Murad, they said although they have no proof to support I authorized an auto ship program, they said "you must have clicked something to do this and there's nothing we can do now". They said if I wanted to cancel the other two upcoming $70 charges (a total of $140) then I had to keep the one shipment I already had ($70). If I returned the products I already received, then they had no choice but to bill and ship me the remaining $140 for the other two months. Little did they know I already cancelled the credit card they have on file because of this. I argued for a half hour, then gave up talking to this idiot customer service rep at Murad.
Luckily, I always use credit cards that go on credit and never debit cards that take directly out of my bank. I called my credit card company and explained the fraudulently practices going on by Murad and how the internet showed hundred of other cases of Murad ripping them off with unwanted/unauthorized auto ships. The credit card company ruled in my favor and I received a credit of $70! I am now keeping $70 worth of Murad's products out of spite, plus I got my $70 credit :) Now who got screwed Murad? I refuse to pay shipping to return them anyways, out of principle of the thing. I'm happy to say I won this battle but there are many others out there falling to prey to the predatory company known as Murad.
A  11th of Sep, 2017 by 
Agree Disagree 0 Votes
2017 and this company is still using shady business practices. I ordered from Murad and received my first package for $97. I then ordered again and received my package for $47. I noticed that they were going to ship again, so I called. They said they removed me from the "membership" program and the auto shipments (that I did not sign up for). Four months went by and I received no products and no more communications. Today I receive a notice from a collection agency for $29.95! I called Murad and they sad it was due from the second shipment, but I received no products. I have absolutely no idea why I owe the money. or why they would send me information to a collection agency with no prior communication. They have my name, address, phone number, and email address in their files. Seems like if they think I owe them money that maybe they should have tried to contact me prior to sending me to collections and ruining my credit. Do not buy from this company. They have good products but terrible business practices.
A  25th of Feb, 2018 by 
Agree Disagree 0 Votes
Something if very 'off' about ordering from Murad.com. Monday I placed my first order, and did not receive an emailed confirmation. When I placed a second order Wednesday, I did receive a confirmation for my second order, and initiated an online chat session to inquire about my Monday order's missing confirmation. It seemed like I was chatting with a 'bot', which stated that my Monday order had shipped Monday and provided me with an invalid UPS tracking number. Thursday I received the Monday orders shipping confirmation, and I was charged. I then received BOTH orders through the post office on Friday! Today, Sunday, I have finally received the shipping confirmation for the Wednesday order, for which I have yet to be charged, and it does not appear on my Murad account. This is very bizarre and I am not confident in ordering from this site again, especially after reading these experiences!

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