The complaint has been investigated and
resolved to the customer's satisfaction
Pure Collagen Skincarecharging for free trial but not shipping the product

I ordered a free trial and knew the shipping would be charged to my credit card. Nowhere did I see anything saying I would be put on an auto ship program at $99.99 + $3.95 shipping. When I received the confirmation for the trial I noticed the Terms were that they would automatically charge my credit card for $99.99 + $3.95 shipping every month. So I immediately cancelled my order. Well they cancelled my order but had already charged my credit card for the shipping and then they never shipped the trial. I contacted them and asked that they credit me for the shipping as I never received it. They replied by saying they would not refund the shipping and that they shipped the product. They have not provided me with a tracking number so I do not believe they ever shipped the product.


  • Ce
    celizabethm Aug 07, 2014

    I read on the site that as long as you canceled your order within 5 days of receiving the free trial, no additional charges would be made. I believe this to be true because I had forgot to cancel the day I got my package, and 5 days later was charged $89. Thankfully, I use prepaid Visa cards, therefore, if I don't have money loaded on there, no charges can be made. I strongly urge people to go down this route, especially when buying products online that they aren't entirely sure about. I have done this in the past to avoid hidden charges and fees that were never disclosed in original purchase (which actually are almost always posted in the fine print, which most people tend to forget to read. What's wrong with the patience, or lack thereof, in our society these days?) and it never seizes to amaze me that there *always is* a hidden fee or hidden condition applied somewhere (I get notified every time a charge has been made on my card, whether or not there was money loaded in the first place) ---- So my best advice is : if you are unfamiliar with a site or it's conditions, or the offer seems too good to be true, go buy a prepaid card to avoid further charges. And always, always, always read the fine print. If there isn't any fine print, assume that there is a hidden fee or condition somewhere and take necessary precautions to avoid such charges. Most free trials have an automatic subscription, but most offer 5-30 days to opt out of the subscription as well, as long as you call and cancel within the allotted time period. As far as the number being a call centre number and not getting anywhere with it; you can always call your credit card company and file a complaint. There is ways to get out of a subscription, I urge to try a little harder. If a company is one big scam, credit card companies are usually familiar with them and wouldn't give you a hard time if you tried to refute charges made by the company. Good luck fellow shoppers!

    0 Votes
  • Mi
    Mim6868 Jan 08, 2014

    I got the free trial postage payment only I don't like it and want to return but can't find contact details. I have been charged $98 already

    0 Votes
  • El
    Ellay Dec 11, 2013

    I agree with all others! Pure Collagen has also scammed me! I bought into their "trial" mailing where they charged me the $3.95 for S&H, but I did not know that they would automatically start charging me $89.95 per month for nothing! There is no way to stop this. The phone # they provide is bogus, you get no where. The link they provide on their website returns an http://404 not found error message. There is no contact #, nothing. I have emailed and never gotten a response. I have been fighting this for a month and have had zero success. These people are crooks of the 1st degree! Do NOT get suckered in or you'll regret it!

    0 Votes
  • La
    L A. Logan Jan 03, 2013

    Stay away from Pure Collagen and DermPure Instant Face Lift. They charge your credit card almost as fast as you can breathe and it is almost impossible to stop the shipments an then when they say they have, there is no guarantee that they won't charge you again. I would really like to get in touch with this company and not talk to a call center. Does anyone kow how.

    0 Votes

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