ComplaintsforContours Rx, LLC

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im purchased contourRX product on sept 25,2023 for $38.90. They sent me that order as well as another product I never requested .That price was $39.90. Both products didnt work . So I called to request a refund. They balked , even though there is a return policy . I informed them that I would report them to BBB. I returned the two items sept 27 , But I never received a refund. I have read there are numerous complaints about this company I just want my refund of $78.89.

  Business response

  12/11/2023

  Hello *****,

  Thank you for reaching out to us regarding your orders placed on September 24th:

  Order #******** (LIDS BY DESIGN, 5MM, 1 box) $38.90 USD

  Order #******** (Microcrystal Patches, 4PK) $39.99

   

  We are very sorry to hear that your experience was less than great. 

  After reviewing your correspondence with our team, I see that you spoke with one of our customer service agents via chat on October 16th, and 17th requesting to return your order.

  Our customer service representative offered store credit for your purchase. Our store credit offer was then accepted on October 16th.

  On October 17th, we received an additional inquiry through our chat feature requesting a refund instead, and that store credit was no longer desired.

  It was explained that your refund would be issued upon receiving your return in our warehouse, and that your total refund would be $61.99 due to a deduction of our return fee, as well as shipping and handling ($6.95) per our terms and conditions. 

  On October 26th, your refunds were issued to your original form of payment:

  $22.00 USD (Order #********: Return fee of $9.95 and S&H of $6.95 deducted) 

  $39.99 USD (Order #********: Full refund) 

  This refund was issued to your original form of payment ending in 6283 (VISA) 

   

  One of our customer service agents also spoke with you via phone on Friday, December 8th with an email follow-up explaining that your refund had been issued as explained. 

  We please ask that you contact your bank to inquire about the refund charges that were issued on October 26th.

  I have attached a screenshot of the (2) refunds to confirm, as well as the email confirmation from our customer service agent sent on Friday, December 8th.

   

  We deeply apologize that your experience with our products was less than great. Please know that it is our passion to serve our customers with great service, and products.

  If you have any additional questions, we would be delighted to assist you further at *******************************

   

  Kind Regards,

  Contours Rx

• Initial Complaint

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've used eyelid lift tape before and I loved them. I'd purchased from another company ***** based and due to the package having ******* writing, I couldn't purchase their product again. I read reviews on Contours RX LLC, and decided to try their product. It's been a SCAM from day 1. I ordered 1 box of the eyelid tape for $40.90 October 18, 2023 on PayPal account. I saw an additional $40.90 transaction October 19 for a duplicate order. At first it confused me, thinking why would I order a 2nd box for $40.90 before Ive even tried them? Until I see thats common practice. Both orders arrived the same day and in the same package, another thing I questioned.I'm 68 and wear makeup. My original experience with eyelid lift tape was wonderful, they were completely invisible after placing them on top of my eyeshadow and stayed all day on my 8 hour workdays. These ridiculous rubber like sticker tape Contour rx sent were horrible! They can be seen and also don't adhere very well. I hated them. I emailed Contours rx llc requesting a refund on both. They replied saying I had bought them from a 2nd company of theirs and a refund didn't apply. That's a lie. Then they told me I need to purchase some kind of primer for $20 for them to work with eyeshadow. As if I'm going to actually order another product from this company that obviously commits fraudulent business practices. One by duplicating my order from October 18 and charging me a 2nd order on October 19, then refusing me a refund saying I purchased from a subsidiary company. No. I ordered from Contours RX LLC. That's the name on the receipt, on PayPal and the emails. I don't want to waste anymore of my money on this company purchasing a primer. I already use a primer and these rubber like stickers didn't do well on it. They're so obvious after applying, I had to remove them, fix my eyeshadow in order to go to work.Businesses like Contours need to be shutdown and I'm filing a complaint with CFPB. I demand a refund of $81.80.

  Business response

  11/27/2023

  ****************,

  Thank you for reaching out to us regarding your purchase made on October 18th:

  Order #******** (LIDS BY DESIGN, 5MM, 1 box) $40.90

  As mentioned, we do see an additional order that was made the following day, October 19th: 

  Order #******** (LIDS BY DESIGN, 5MM, 1 box) $40.90

  Please know that both above purchases were placed on our affiliate site that sells our products at a discounted price.

  We deeply apologize that your experience with our products, and company have been less than great. 

  As we strive to bring our customers great customer service, and products as a whole, we are saddened to hear this. 

  As a result, I want to ensure this is resolved as soon as possible.

   

  As your orders were placed on our affiliate site, your particular items/order were marked as final sale items, however, we have made an exception to issue a full refund, less shipping and handling for order #********, as well as a full and complete refund for the additional order placed: order #********.

  Please see your refund details below: 

  Your refund for order #******** has been issued for $33.95  to your original form of payment.

  For the additional order placed on October 19th (order #********), I have issued a full and complete refund.

  Your additional refund (order #********) has been issued for $40.90 to your original form of payment.

  Please allow **** business days for your refunds to reflect in your account.

   

  Regarding application, as well as wearing eyeshadow with *************** please know that we recommend reviewing our cosmetic strip application tips included in each box. 

  You want to make sure that your eyelid is clean and free of any oils or lotions before starting the application process. Once application is complete, eyeshadow can then be applied over our recommended non-oil based primer. This will ensure that eyeshadow adheres evenly over the strips. 

  We provide consultations free of charge with our beauty experts who are delighted to assist you with application.

   

  Again, we are very sorry to hear that your experience was less than great and please be encouraged that your feedback is important to us as we continue to put our customer's first. 

  If you have any questions, or would like to speak with a beauty expert directly, please contact us directly at ******************************* 

   

  Kind Regards,

  Contours Rx

   

   

• Initial Complaint

  10/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company is fraudulently processing orders without the card holder's consent, fraudulently adding on additional products to an order that was never submitted, and then still charging $10.00 for "cancelation fee." I followed a link via Instagram to company's website. I began to place an order for LIDS delivered to my mother. The website asked for my name and shipping address; but, since it was for my mother, I put in her name and her address. There is no where to enter a billing address, so the only information the site had was my mother's name & address. I entered my credit card info, it only asked for card number, exp. date and CVV but did not ask for card holder's name. I scrolled down the page and was advised that shipping charges would be calculated once submitted. I clicked a NEXT button to take me to what I assumed would be payment screen with submission button. However, I was instead taken to another order screen asking if I would like to add an additional box of LIDS for $9.95 and I checked the box. Once box was checked and without any action from me, the screen began scrolling through more requests to add on different products. At this point, I hit the back button multiple times and exited out of the website. NO ORDER WAS SUBMITTED. 10 minutes later I checked my bank account and saw two debits of $42.61 and $10.93. Don't know how that would've been possible since name on the card and billing address were incorrect and no order was submitted. Immediately emailed company to cancel erroneous order that was not placed and also for incorrect card info. I rec'd response stating I would be charged a $10.00 "cancel fee" per "Terms and Conditions" on website, and "Are you sure you want to cancel? We have a great return policy and offer free exchanges..." I replied to cancel immediately. I then contacted my bank and was advised to close my card to avoid the $10.00 "cancelation fee" and that the bank would submit for fraudulent charges.

  Business response

  10/12/2023

  Hello ****,

  Thank you for reaching out to us regarding your order made on October 10th:

  Order #******** (LIDS BY DESIGN, 5MM, 2 boxes) 

   

  We are very sorry to hear that your experience at checkout on our discounted site was less than great.

  Please note that during the checkout process, our discount site displays a disclaimer regarding clicking the back-button, as it can result in your order being incorrectly processed.

  We received your inquiry to cancel your purchase on October 10th via Voicemail.

  Our customer service agent, *******, returned your call on October 10th, however, was unable to reach you. At that time, a voicemail was left to the following phone number: **************

  Due to this, an email was sent to the associated email on file ********************** on October 10th providing options additional to canceling your order.

   

  Our policy states that all cancellations are subject to a $10.00 cancellation fee, however, please note upon your response, on October 11th to cancel immediately, in addition with your voicemail stating that you did not complete this order, a full refund was issued to your original form of payment.

  Please note that a cancellation fee was not applied to your refund. A full and complete refund was issued on October 11th.

  Our customer service team responded to your email on October 11th confirming your cancellation, and full refund.

  This email included a screenshot of the full and complete refund for reference. Following this confirmation email sent on October 11th, we did not receive a response from you.

  I have attached these emails, as well as refund confirmation to this response.

  We deeply apologize for the experience that you had and ensure you that we are looking into this as a team.

   

  If you have any additional questions, please reach out to us directly at *******************************

   

  Kind Regards,

  Contours Rx

  Customer response

  10/16/2023

   
  Complaint: 20727047
  
  I am rejecting this response because:

  (1) Your website containing a "disclaimer" regarding clicking the back button, stating "it can result in your order being incorrectly processed," is not acceptable.  This is considered deceptive business practices by allowing your organization to process payments in a fraudulent manner.

  (2) I received multiple emails from your company in response to my demand to cancel the fraudulently obtained order; all of the responses received from your company, including an email response that you had received my voicemail, contained language as follows:

  "Are you sure you want to cancel your order? We have a great return policy and offer free exchanges if you are not satisfied with the product or results. 
  Here are some options for you to consider.
  1. Continue with the order and try the product. If not completely satisfied, I can request an exchange for a different size at no additional cost to me or start a return.
  2. Continue with the order and extend my satisfaction time frame.
  3. Schedule a call with a team member to answer my questions about the products.
  4. Remove 1 of the additional items in my cart and proceed with the order.
  5. Cancel my entire order."

  I was very explicit in my demand that your company immediately cancel the fraudulently obtained order; yet, your company, instead of cancelling the order immediately, sends requests asking if I'm "sure" and then advising that if I do cancel I will be charged a "cancellation fee."  Again, this amounts to fraudulent business practices.  Just putting it in a "Terms of Service" document does not excuse the fraudulent behavior.  The emails sent by your company is just a further indication of your attempts at defrauding potential customers.

  (3) Since this order was obtained by fraudulent business practices in that the order was (1) never actually submitted and (2) the information provided for the card that would have been used (had the order been properly submitted) did not match the information at the bank where the card was issued, I will be submitting your company's fraudulent business practices to the proper authorities.

  
  Sincerely,
  
  *********************

  Business response

  10/19/2023

  Hello ****,

  We are sorry to hear of your rejection in response to your complaint.

  We appreciate your feedback and value your response.

   

  Please know that our customer service team originally provided a response according to Contours Rx Terms and Conditions.

  As mentioned, however, your original request for cancellation, and full refund for your order placed on October 10th was processed.

  Our customer service team responded to your email on October 11th confirming your cancellation, and full refund.

  A cancellation fee was not applied to your refund.

  A full and complete refund of $53.54 ($42.61 + $10.93) was issued on October 11th to your original form of payment.

   

  We value all feedback and rest assured that your complaint and negative experience on our discounted site is being reviewed.

  As a token of our apology, we would like to offer you a special discount code, as well as store credit on our direct site. 

  To accept this offer, please reach out to us directly at *******************************.

  We hope to have the opportunity to serve you better in the future.

   

  Kind Regards,

  Contours Rx

  Customer response

  10/24/2023

   
  Complaint: 20727047
  
  I am rejecting this response because:
  

  This is not about your company providing me with a refund.  This is about your company fraudulently obtaining consumer credit/debit cards and fraudulently using them to make purchases that were not submitted and not authorized by the consumer.  Having "disclaimers" and "terms of service" language trying to justify the fraudulent business practices does not excuse you from what amounts to illegally charging for purchases.  In addition, when the consumer cancels the fraudulently obtained order, charging the consumer a fee for an order that was never placed or authorized is just further fraudulent business practices that ensures your company is making money off of the consumer you already defrauded. 

  
  Sincerely,
  
  *********************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 4 items. 2 boxes for holding up eyelid Ptosis, 1 box for smile lines, 1 box for neck lines. I was very sick with MRSA for 3 mos . Jan through April. ****** . When I opened the packages I was in shock at the fraudulent merchandise sent-it was basically scotch tape. I carefully examined the description which said It was a new way to transform the appearance and reduce wrinkles and I got absolutely 0 results from it. Thus fraud and not what I ordered. Also I would like to know how they get away with logo contours and putting RX at the end -which makes it sound like they are a prescription company -anyway I told them the product was horrible that you can see the pictures attached as basically scotch tape and I mailed I kept the one and I mailed 3 out of the phone I emailed them all back and they told me no I had to keep them because it was over 30 days I told them I contacted PayPal and PayPal said I had 6 months and I was exerting that right so on May 26, 23 I mailed them back and to this very day I have never gotten a refund and I would like the refund of the ***** the ***** and the ***** and my shipping of $10.

  Business response

  09/27/2023

  Hello ****,
  Thank you for reaching out to us regarding the following orders placed on January 24th, 2023.
  Order #******** (LIDS BY DESIGN, 6MM, 2 boxes) 
  Order #******** (Microcrystal Patch, 4PK) 
  Order #******** (Neck Rescue) 
  
  
  We are very sorry to hear that you're unhappy with the product received. 
  We offer returns within 30 days of your purchase being delivered per our terms and conditions.
  Our terms and conditions can be reviewed here:

  ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  
  
  Your order was delivered on February 7th.
  We received your initial return request on March 30th requesting to return the above orders. 
  Our team responded on March 31st stating that all returns must be made within 30 days of delivery per our return policy. 
  Within this email on March 31st, our team offered an exception to our policy to issue store credit for the products requesting to be returned. 
  Our team reiterated our return policy within emails sent on April 3rd, as well as April 21st. 
  
  
  We received your return on May 30th following the email exchanges regarding your order being ineligible for return due to your request being made outside of our 30-day return policy.
  
  
  Following these email responses on April 21st, we did not receive a response from you until September 18th re-requesting your refund.
  It was at that time, our team reiterated our return policy previously reviewed. 
  
  
  Upon your response, we offered an additional exception, exceeding our return policy for the past 200+ days, offering a full refund for all products listed above.
  At this time, our team proceeded to attempt to process your refund, however, our refund attempt was declined due to an open dispute with your bank.
  Please know that we are unable to process a refund once a dispute is opened with your bank.
  
  
  Our team responded with this information on September 22nd. 
  Following this email, we have not received a response.
  
  
  We hope to resolve this for you as soon as possible, however, please know, as stated, we are unable to process your refund with an open dispute with your bank.
  
  
  We hope to hear from you soon.
  
  
  Kind Regards,
  Contours Rx Team

• Initial Complaint

  06/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered one box ************** I received the one box I purchased Then a second box arrived I emailed them stating I did not sign up for a repeat monthly order agreement and I only ordered one box Lids by Design They replied they do not offer repeat monthly orders I then see in my bank account May 18th $41.73 debit for the second box which I did not order Now I see an email for another box being sent to me an order confirmation a box I did not order They are a scam They get your banking information and charge you for repeat purchases you DID NOT AFREE TO I demand my account be debited This business needs to be legally dealt with and shut down

  Business response

  06/02/2023

  Hello, 

  We only have one order for ************;******. We have not received any correspondence from the customer under email address ************************ in regards to this claim. We would be happy to help them and ask if they could please provide us with a screenshot of all charges as we only see one charge on our end. Please see attached screenshot showing the one order and one charge.

  Order# 23612508, ordered on 5/13/23

  Tracking: 92748999963626000116024195

  Delivery Date: 5/24/23

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 13th I was on the business website attempting to gather information on their product to see if I wanted to purchase. Evidently I hit an incorrect and did make a purchase in error. This was confirmed by an email I rec'd from Paypal. I went to my Paypal account since this was an error was was directed to contact the business and provided an email address. At this time I had not received a confirmation order email from the business. At 6:09 am I sent an email to ******************************* which was the only email I had and requested cancellation of the order I placed. Unfortunately at that time I did not have an order #. I finally did receive a confirmation email from Contours and responded with an order # and sent them an email to ************************************** @ 6:48 am same morning advising the order was an error and to please cancel it. They responded via email on May 15th stating it was too late to cancel my order; this two days after my request. I do believe since I received their confirmation email @ 6:30 am on May 13th and responded within minutes for them to cancel the order; the order should have been cancelled and the $41.82 should not have been taken out of my account.

  Business response

  05/16/2023

  Hello ****,

  Thank you for reaching out to ** in regards to your order that was placed on Saturday, May 13th:

  Order #******** (LIDS BY DESIGN, 6MM, 1 box) $41.82

   

  Please know that your request to cancel was received outside of business hours.

  Our business hours are as follows: Monday - Friday 8AM-6PM CST

  Due to your request being made outside of the above times, we were unable to process your request prior to shipment.

  Once an order is completed, we cannot guarantee cancellation.

   

  As your order had been shipped upon our response, we could no longer issue a refund for shipping and handling ($6.95) per our terms and conditions.

  We have, however, issued a full refund for your product in the amount of $34.87

  This refund was issued on May 16th.

  At this time, we can offer the following solutions:

  1. Request that you keep the product. Your refund has been processed less shipping and handling.

  2. Return the product and we can offer a store credit in the amount of $6.95 and the amount spent in shipping and handling to return the item.

  We are very sorry that your experience was less than great, and as a result, we hope that one of the above options provides further resolution.

   

  I have sent an additional email with this information to the following email: **********************

  We look forward to hearing from you soon and assisting you further.

   

  Kind Regards,

  ******

  Relationships Manager

  Customer response

  05/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  03/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  It was the first time I purchased from the Company Contours Rx.When we enter in its site and choose the product we want, they use to ask many times if we want to have other products.I ordered just the product: "Lids by design" with total amount with shipping and tax = ***** and I said "no" for all the other items.When I concluded the payment, only at this time, it was shown to me that they added one more product "Microcrystal Patches" in the total amount ***** with shipping and tax.The result of that was the double in comparison what I was waiting.The purchase was done on Mar-11-2023. As soon it was concluded and I saw the result of the products and amount were wrong, I sent an email very fast on the same date and time asking for cancelation for all. Nothing I wouldnt like from them anymore.They answered to me only on Monday Mar-13-2023 and told me that they couldnt do anything because the products were packed and the delivered was started.Again I send back to them to cancel the purchase. I told that I didnt want anything more from them.I tried many times to call to them, I left messages and they only answered by email and say the same that the delivery was already started.I want my money back = ***** USD The order number = ******** Please, call me with that. The way that this company conducts things is totally wrong.They force us to purchase other items during the procedure, and when we say "not" for all, suddenly we can see that they added more products than we asked. Thanks,***********************

  Business response

  03/16/2023

  Hello ******,

  Thank you for reaching out to us regarding your recent order that was placed on March 11th:

  Order #******** (LIDS BY DESIGN, 6MM, 1 box) 

  Order #******** (Microcrystal Patches, 4PK)

  I understand that your intention was only to place an order for (1) box of LIDS BY DESIGN, however, an additional item was added to your order.

  Your order was placed on Saturday, March 11th. Your cancellation request was also sent on Saturday, March 11th.

  Please know that our business hours are Monday-Friday 8AM-6PM CST. Due to your inquiry being received on the weekend, your email was responded to on Monday, March 13th.

  At this time, your order had already been packaged and acquired tracking information. We were no longer able to cancel your order. 

  Our team informed you that we could no longer offer a cancellation.

  After corresponding with you, our team offered a full refund, however, we require additional steps to be done in order for the package to be returned to our warehouse.

  This information was provided to you by email. An agent also spoke with you over the phone on Wednesday, March 15th to discuss your concern further.

  Our team continued to correspond with you through email. A full refund (less shipping and handling) for the following amounts have been issued to your original form of payment:

  $34.87 (Order #******** less shipping and handling) 

  $42.99 (Order #********)

  We explained that we do require that the order be returned to us, however, that your refund would be issued to your original form of payment regardless.

   

  It is our ultimate goal to provide exceptional care to our customers, and are very sorry to hear that your experience was less than great.

  As a result, we would love to provide you with store credit to use on our direct site. If you would like to accept this offer, please be sure to reach out to us at *******************************

  If you have any additional questions, please let us know! 

   

  Kind Regards,

  ******

  Relationships Manager

  Customer response

  03/25/2023

   
  Complaint: 19590203
  
  I am rejecting this response because:
  

  . they weren't true.
  
  . they systemically induced me and forced me to buy a product I didn't want.

  
  . they created enormous difficulty to generate the cancelation.

   . they took a huge amount of time out of my day and work to try to solve the case.

  . they did everything to make me pay some amount to them, even though I didn't want anything else from them (a lot of lack of professionalism and ethics).

  . they didn't refund me the shipment value and want me to pay to return the item..
  

  I need them to pay me the shipment cost that they didnt return me.

  and

  . I need them to send to me a prepaid label through email, in order I can return the item. I already asked for that in the past.

  Sincerely,
  
  ***********************

  Business response

  03/28/2023

  Hello ******,

  Thank you for your response.

  We sincerely apologize that your experience has been less than great with Contours Rx.

  As a result, we made exceptions to our terms and conditions in order to proceed with a full refund, less shipping and handling for (2) orders, without requiring you to return the products to us.

  Our ultimate goal is to bring a positive customer experience to all, and our hope was that this resolution was satisfactory.

  Our team has offered the following solutions:

  1. Full refund for (2) orders less shipping and handling

  2. We do not ask that you return the products to us.

   

  As the products were packaged and shipped from our warehouse, acquiring paid postage, we were unable to proceed with refunding shipping and handling for you.

  I have, however, made a 3rd exception for you today and have issued your shipping and handling of $6.95 to your original form of payment.

  Please allow **** business days for your refund to reflect in your account.

  At this time, you have received the following refunds:

  $34.87 (Order #********: March 16th)

  $42.99 (Order #********: March 16th)

  $6.95 (Remaining amount (S&H) for Order #********: Today, March 28th)

   

  As stated, we do not ask that you return the products to us. As we do not require a return, you will not need to pay for postage.

   

  If you have any additional questions, please do not hesitate to reach out to us.

  I will provide a copy of the above information in an email to you.

   

  Kind Regards,

  ******

  Relationships Manager

  Customer response

  03/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased Contour Lids after seeing that if you were not satisfied with the product that you could return the items for a full refund minus the shipping and handling. Once I tried the product and realized that it is a piece of junk and does not work and was a waste of my money; I attempted a call to ask for a refund. They will not go back; you can only deal with them through email, and then they hit me with the fact that I have to pay them $9.95 to return the item and the shipping the item back to them is on me and so out of $52 and some change they are trying to give me back only $35. I am very disappointed it is definitely a scam and I am going to dispute this with my Bank . Id like to know if theres anything that the Better Business Bureau can do an order for me to get all of my money back **** shipping and handling.

  Business response

  02/20/2023

  Hello *****,
  Thank you for reaching out to us regarding your order that was placed on January 27th:
  Order #******** (LIDS BY DESIGN, 6MM, 2 boxes) $52.32 ($41.63 + $10.69)
  
  
  I tried to reach you at the following number today, February 20th: **************, however, was unable to reach you. I left a voicemail with the information that I have included below.
  
  
  We are sorry to hear that your experience with LIDS BY DESIGN was less than great. It is our hope that we can resolve this for you.
  
  
  We received your first request to return your order on February 6th. Our team responded within 24 hours on February 7th regarding options such as store credit, exchange or refund. 
  Our team provided instructions on how to proceed with your refund on February 8th in line with our return policy.
  Return Policy: ********************************************************
  
  
  Your return was received, and a refund was issued in line with our policy on February 16th. Your refund was issued in the amount of $35.42. 
  Our terms and conditions state that a $9.95 Return Fee applies to all refunds, and shipping and handling fees are non-refundable.
  Our Return Fee includes inspection, processing and disposal, or restocking of the received return in our warehouse, depending on the condition of the products. 
  
  
  In addition, our return policy states that all returns remain the responsibility of the purchaser until received by Contours Rx. 
  
  
  However, at this time, we are happy to make an exception and waive our restocking fee of $9.95. I have issued an additional refund of $9.95 to your original form of payment.
  Please allow **** business days for your refund to reflect in your account.
  
  
  An initial refund of $35.42 was issued on February 16th. Your total refund as of today is $45.37
  I have provided a screenshot of your refund for confirmation.
  
  
  We deeply apologize that you did not receive a phone call prior to today. We strive to assist our customers to the best of our ability, and understand that your experience was less than great.
  As a result, we would like to offer you a $20 store credit on our direct site to use towards a product of your choice.
  
  
  I have provided the above details, as well as instructions on how to access your store credit in an email (from *******************************) 

  If you have any additional questions, please do not hesitate to reach out to us! 

   

  Kind Regards,

  ******

  Relationships Manager

  Customer response

  02/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered on Dec 4th. By Jan 16th, I realized I still hadnt received order. I called & they blamed it on the shipper. So I filed a complaint with PayPal- but then the lady from Contours said the only way I would get a refund from them was to stop my dispute on Pay Pal, which I did. They refunded me $44 dollars and I had been billed for $52.95! Now PayPal cant help since I closed the dispute.And Contours have been totally unhelpful towards me to get the remaining 8 dollars back! Unhelpful, shady & rude!

  Business response

  01/30/2023

  Hello ********,

  Thank you for reaching out to us regarding your order that was placed on December 4th:

  Order #******** (LIDS BY DESIGN, 6MM, 2 boxes) $52.95

  Your order was processed and shipped from our warehouse on December 7th via DHL (screenshot attached for confirmation).

  Your order arrived in ******, ** to a transit facility, on December 13th to be tendered to **** according to DHL's tracking information.

  After December 13th, there were no additional updates on your package. 

  As there were no additional updates, your package appeared to be lost in transit. 

  Tracking Number: 92748999963626000110086144

  Tracking Link (DHL): *******************************************************************************************************************

  Please know that our terms  and conditions state that we are not responsible for lost packages (screenshot attached), however, are happy to assist in helping you file a claim.

   

  We received your request for a refund on January 19th. A PayPal dispute was also opened on January 19th.

  Our team responded on January 20th stating that we would have our warehouse team file a claim with DHL. We also stated that in order to issue a refund, the PayPal case would be required to be closed, as we cannot issue a refund once a PayPal case has been closed. Our team did attempt to issue a refund on January 20th per your request, however, the refund was declined due to the open PayPal case.

  Your response was received on January 21st stating that the PayPal case was now closed (screenshot attached).

  Our team then issued your full refund, less shipping and handling ($6.95) to your original form of payment.

  As the order was processed and shipped from our warehouse, we are unable to issue are a refund for shipping and handling.
  The package was not delivered as it was lost in transit with DHL. As DHL remains responsible for the shipment once leaving our warehouse, your refund was approved less shipping and handling.

  An affidavit was sent to your email on January 23rd to complete for the claim that our warehouse filed for your order.

  At that time, DHL can provide further information on your package.

  We understand your frustration that your package was not delivered. Our team works diligently to provide our customer's a positive shopping experience, and proactive solutions to any issues that *** arise.

   

  If you have any additional questions, please do not hesitate to reach out to us by email: ******************************* 

   

  Kind Regards,

  ******

  Relationships Manager

   

   

• Initial Complaint

  01/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Complaint against Contours RX-Order number ******** I placed an online order with this company on Jan 11. Their website came back with "credit card declined, please try again" so I did. The problem is the message on their website is false. My credit card was NOT declined and the order went through which resulted in me being charged twice. Have not been able to contact them as they do not answer the phone. I have also not received a response when I emailed them about the problem. I think this company is a scam. The false "credit card declined" message on their website just makes people try again which results in duplicate charges. I want to cancel these transactions and get a refund.*************************** ************

  Business response

  01/26/2023

  Hello *********

  Thank you for reaching out to us in regards to your recent order that was placed on January 11th:
  Order ********* (LIDS BY DESIGN, 6MM, 2 boxes) $63.59

  An initial order was attempted to be placed (order #********) however, was declined for (2) charges of $63.59

  I have attached a screenshot to reflect the (2) declined charges.

  We are very sorry to hear that your checkout experience was less than great, and that you would ultimately like to move forward with canceling your order.

  You reached out to our team on January 10th, and January 11th, and our team responded on January 11th, and January 12th. Our response on January 11th stated that the order would be put on hold. We offered several options, and explained that due to our policy, all cancellations are subject to a cancellation fee (screenshot attached of all correspondence) 

  We did not, however, receive a voicemail from you.

  We would be delighted to offer an exception and waive our cancellation fee, and issue a full refund for your order that currently remains on hold:

  Order ********* (LIDS BY DESIGN, 6MM, 2 boxes) 

  The following amount has been issued to your original from of payment and the order has been canceled.

  $63.59

  Please allow 7-10 business days for your refund to reflect in your account.

  If you have any additional questions, please do not hesitate to reach out to us at [email protected]

  I will send a confirmation of this information to your direct email at [email protected]

   

  Kind Regards,

  ******

  Relationships Manager

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩