Company Response
7/18/2022
Thank you for bringing this matter to our attention. We appreciate our customers and make every effort to ensure simple, transparent processes from order placement to returns and payment. Occasionally there can be breakdowns in these processes. When properly notified, we take immediate action to resolve to the customers satisfaction without exception. Upon receipt of Mrs. Tripp's complaint, we immediately reviewed her order history including a full audit of all communication and related materials which have been summarized below. On March 10, 2021, someone by the name of Mrs.Tripp went to our website and ordered the Icon Luminess Airbrush, we have several purchasing options including full pay; however, Mrs. Tripp selected the trial offer which included $19.95 assessed at the time of purchase followed by 4 payments of $32.71 if the products are kept beyond the 30-day trial period. The payment information is listed on the very first page she came to, the terms and conditions that were checked off on which states I have read, understand, and accept and on the check-out page prior to confirming the order. The order will not proceed unless the customer checks a box agreeing to the terms and conditions. We also immediately followed up with a confirmation email confirming all of Mrs. Tripp's agreed upon purchase details. The last communication we have from Mrs. Tripp was last year, July 14, 2021, she emailed our company requesting to return the system. Mrs. Tripp was outside of the 30-day trail, and per the agreed upon terms and conditions not eligible for a return authorization number. We called Mrs. Tripp twice to the number on file but unfortunately, were not able to reach her. For the past year, all of Mrs.
Tripp's agreed upon installment payments have been declined and past due, on June 18, 2022, we were finally able to collect one of the four agreed upon installment payments, this first installment was originally due May 15, 2021. Per our terms and conditions, if any scheduled payment is missed or declined, the customer will additionally be responsible for a late payment charge of $ 20.00, which is why the first and only installment paid was for $54.56. Mrs. Tripp still has 3 installment payments remaining, since Mrs. Tripp is not eligible for a return authorization number, I am making an exception and waiving off her balance. Mrs. Tripp's account is nowconsidered closed and there will be no additional charges assessed from our company.
Installment policy excerpts below:MULTI-PAYMENT/ INSTALLMENT TERMS
Customers opting to pay with our multi-payment method will be billed in the following manner: All 30-day trial orders are subject to a $1 charge to validate the credit card used for this order. This amount will be applied towards your payments and shipping and
handling will be charged at the time of order. Any additional accessories, rush shipping fees, and additional product will also be billed immediately along with the trial and shipping and handling fees. Customer will be automatically billed first installment after 30 days from ship date and then subsequent installments in approximately 30-day increments until full balance is paid in full. The validation charge will be applied towards 1 agreed upon installment. Number of installments and installment amount will depend on agreed offer and acceptance of additional accessories and or continuity programs if applicable. Each agreed upon installment will be assessed a $7 processing fee. If any scheduled payment is missed or declined, the customer will additionally be responsible for a late payment
charge of $ 20.00, and all collection fees, including without limitation, attorneys' fees that may result.
Regards,
Eliana Salazar
Customer Service Manager
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