ComplaintsforGlow Natural Wellness LLC

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was going through old credit card statements and found this charge for services I did not recognize.back in Mar 22. On 12 Apr 2024, I called the company Glow Natural Wellness and left a message., and again on 15Apr to learn I was charged for a year long program I believe was for Hormone Replacement. I explained that I had called in to address my concerns about my age and that I had tried this once before in my 60s and became severely depressed. I decided not to do the program and was told I would not be charged anyway, until they received the specimen kit back. She confirmed they had never received the specimen kit back, nor heard from me, nor provided any service to me. She said, she needed to pass this up to management. That they had no notes regarding my phone conversation.On 18 Apr I received, the customer service manager informs me they will not be refunding the money. She said she would send me the contract I signed and send the matter back to upper management for reconsideration.On 24 Apr, I left a voice message for an update and that I had not received the contract.On 29 Apr, I called and heard, You are not allowed to call this number.. I checked my email and found a note left on the 26 Apr, informing me they would not be returning the money and there would be no further considerations. She also states the contract is no longer available to send. They only keep them a year. I will file with the BBB, of course the bank was notified, and as many AGs as necessary. Absent a favorable resolution, I will take further actions via yelp and other social media to inform others this company feels justified providing no service and keeping your money, regardless of the fact it could be their mistake.The doctor is ***************************, ** Thank you,******************************, ***** ***** ret

  Business response

  05/02/2024

  The customer, ***********************, Purchased our ******************** on March 13, 2022.  She paid for the entire year up front.  And, like many yearly payments, agreeing to commit to pay for the entire year upfront provides the customer a discount of 2 months for free.  The normal pricing of the program is $139/month.  **************** paid $1,399, receiving the additional discount for paying up front.  In her statement she claims that we said that she "would not be charged anyway, until they received the specimen kit back".  This is false since the customer was charged at the time she purchased and joined the program.  The customer would have to had to knowingly entered her credit card information, personal information, and then clicked a button to process the order.  As well, all of our order forms include a link to our refund policy, which I have provided here: ********************************************; Although **************** in her statement provides dates, she does not provide the year.  She purchased on March 13th, 2022 and did not contact us until April 12th, 2024, more than 2 years after her purchase. Per our refund policy, we can issue refunds up to 6 months from the date of purchase.  **************** did not contact us for 25 months after her purchase.  We did offer **************** a credit that she can use on any programs or products in our store, but she refused the credit.  She states that she contacted the bank, but no doubt no bank isn't going to issue a dispute on a charge made over two years ago, since clearly she's had plenty of time to dispute or request a refund.  I feel that our offer to provide a credit to **************** 25 months after purchase was more than fair.  She now seeks to defame us on social media, which we take as a threat.  In her claim she ends it by signing off as a Captain in the Air Force.  I was a Captain in the United ******************** for what that is worth since we're throwing around titles.  It is our hope that the BBB understands that this is a disgruntled customer that was unwilling to accept what we felt was a fair resolution, which was offering her credit.  Since much of her correspondence had become threatening and aggressive to us as it has been in her claim here, we had to block her number, unfortunately. 
  Kindly, *************************, CEO/Co-Owner, Glow Natural Wellness LLC

*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. ↩