Complaints

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I did purchase a free trial of whitening products for subscription , after 2 times I found out that the products are not effective and worthless so I wanted to cancel my subscription they sent me an email to give them another chance to proof their products are good and they offer me a free gift with my next purchase ( whitening pen costs $12 ) while the gel costs $25 then I found out that they charged $37 that means they charged me for the FREE GIFT theyve talked about, I was trying to unsubscribe but their webpage didnt allow me to do that which is weird I contacted them via email they replied with blah blah same words they used before about giving me a 50% discount ! I said no just unsubscribe me then I got the product and wasnt including the $12 whitening pen they promised me to send it for free !!! They literally stole my money, when I went to their page at ******** there are LOTS of customers complaining the same exact thing

  Business response

  10/18/2024

  Dear Better Business Bureau,

  I hope this message finds you well. I am writing to provide a detailed response regarding the recent case: 22362329 concerning the customer’s experience with our personalized teeth whitening subscription with the desired settlement being 'Refund; No further contact by the business'.

  The following includes both the the flow of events and notification of refund for your reference:

  
  Flow of events:

  On 07/26, the customer signed up for a free trial and a monthly refill subscription for our At Home Whitening Kit - Everyday 8-16 formula, paying $4.99 for shipping for their initial free order.

  Their first monthly subscription refill, the Everyday 8-16, processed on 08/26. While all customers can freely view the details of their personalized plan and cancel at any point by logging into their subscription account, the customer reached out to us at [email protected] on 08/28, requesting information on how to unsubscribe from their monthly plan.
  

  We responded on 08/29, with offers to help them continue their teeth whitening routine and inquired about their reasons for wanting to cancel so that we may improve their experience. We also asked the customer to reach out to us at least 5 days prior to their next order, if they wanted to cancel their subscription plan with our assistance.
  

  The customer replied on 09/03, expressing their desire to stay on the plan and opting for a complimentary To-Go Pen of 8-16 formula to be processed along with their next refill order. We proceeded to include a discounted To-Go Pen of the 8-16 formula in their updated order.
  

  On 09/26, the second refill and the To-Go Pen, processed charging the customer a total of $37 which included the $7.23 for the To-Go Pen. Unfortunately, due to a system error, the To-Go Pen was only partially discounted by $3.98 instead of being provided for free as intended. The customer informed us of the charge on the same day, expressing frustration over the issue.

  We apologized for the oversight and issued the remaining refund of $7.23 for  the To-Go Pen (total refunded: $11.21) once we identified the error. Please see the refund confirmation below and email attached.

  
  The refund confirmation:

  Hi Ahmed,

  We hope this message finds you well. We want to sincerely apologize for the oversight regarding your To-Go Pen, which was partially charged. Unfortunately, there was an error in the system which didn't process the full discount. We truly value your experience and understand how disappointing this must be.

  To rectify the situation, I have processed a refund for your To-Go Pen, which was intended to be complimentary. Please allow 5 to 10 business days for the refund to appear in your account. The reimbursement will be credited back to the original payment method you used for your purchase.

  Depending on your bank, you may see a new credit for the refunded amount or a reduction on your original charge.

  Thank you for your understanding, and please let me know if there’s anything else I can assist you with.

  Warmly,
  Zainab
  

   

  
  If the team has any further questions or requires additional information, please do not hesitate to reach out to me directly at [email protected].

  Thank you for your attention to this matter.

  Warmly,
  Zainab
  

  
  

  Customer response

  10/19/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID 22362329 and am satisfied with this resolution. 
   
  Sincerely,
  
  Ahmad Abdo

*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. ↩