Business ProfileforPentagonFit Institute Inc

I bought a flashlight and paid the S&H charge. A month or so later I received an email thanking me for a subsequent purchase of something (the email didn't say what) for $9.97. I responded to the email that I did NOT order anything. I never heard back but my card was nonetheless charged $9.97 and I never received any merchandise.*******************

Thank you for contacting us in regards to your experience with us!We are sorry to hear of your challenges with our product/membership process as we do our best to provide stellar customer service and great products for our customers. We'd like to shed some light on your exact order scenario, as well as note the solutions/refunds we've put in place for you.To start, we have thoroughly reviewed your record with us and can confirm you ordered our earbuds product in March 2021. We do not see an order of any flashlights under your name or email address. Since your account shows no orders of flashlights, this would be why you never received one. We do see that your earbuds order was shipped in a little over a week from your order date, via **** Tracking #**********************.We can also confirm that our records show you initially contacted us on 10/19/2021 about the recurring charge on 10/18/2021. Our **************** team then explained what the charge was for and no further changes were requested by you at that time per our records. To clarify further here, your initial product order was for just the cost of shipping and handling and an ongoing $9.97 membership to our ************** The membership includes large discounts on dozens of products at our store, often up to 90% off the retail value. The discount club is similar to buyers clubs like ****************** where products are barely marked up (if at all) for members, which saves them hundreds of dollars.Since our membership is a key part of our process and has been overlooked in the past, since mid-2021 we remind customers of the membership at 6 different times. This includes the product page, checkout page, next to the checkout button, ****************** page, thank you page (upon order completion), and in the welcome email. We also provide 3 ways to contact us to cancel the membership at any time, including phone, email and a self-service URL.Lastly, we send follow-up transactional emails 7 days before every monthly billing, to remind customers of the upcoming charge, re-share access details to the membership, and again offer 3 ways to contact us to cancel the membership and ample time to do so.I do want to note that despite your initial order in early 2021, we did not charge you for the membership for nearly 5 months per a free summer membership freeze we gave to our members, and the charges actually began again October 18th.We then see that about 2 months later, on December 18th, you took advantage of our Self-Serve member portal at help.pentagonfit.com and cancelled the membership yourself. The membership was immediately cancelled in our system, and you have had no further charges since.While we make sure our customers receive clear and transparent communications about the products and memberships they ordered, we understand your concerns and have gone ahead and refunded 2 months of membership charges back to your account, as an additional courtesy. This covers full refunds for October and November, after which nothing else was charged.Most of our customers have enjoyed and stayed with the membership as we make sure we have the best quality of products, at prices that are much cheaper for members than most other retailers. While we are sorry to hear this was not the case for you, we do hope that we've resolved your concerns here today, and we hope that you give PentagonFit a shot again.Please let us know if you have any other concerns. Thank you!- **************** Manager