deceptive sales tactics

ComplaintsInternet ScamsGuthy-Renker

Complaint

0
Jocelyne Houghton
Country: United States
This complaint is regarding Guthy-Renker,which is the parent company of both ProActiv Solutions & VitaPower supplements. I was a satisfied customer of ProActiv Solutions (acne cleansing system) for years, beginning in the mid-90s (before they used celebrity endorsements).  My mother got the account for me & I used the product for many years; we terminated the account only due to accumulating a stockpile of the product. Cut to this summer, when I opened an account with ProActiv for myself. There was an "Introductory Offer" of the VitaPower vitamins for $3.99, and I accepted it.  There was no information about how much the product was after the "introductory offer." When I received the product, it came with absolutely no paperwork - no receipt, no product information, no contact information, no way to accept or decline an actual subscription to the product.  Due to this lack of information, it was unclear that VitaPower was a separate entity from ProActiv.   The fact that there was no product information, receipt or any other paperwork gave me pause, and I did not want to continue with the product (I didn't try it; I  just didn't see fit  to add more vitamins to my regimen).  I should have taken steps to contact the company, but there wasn't any contact info provided with the product, and I promptly forgot about it ... until a month later when $33.99 was taken out of my account by the VitaPower company.  I did then contact ProActiv for VitaPower's customer service number and promptly called to cancel my unwanted and unsolicited subscription, only to get a very sarcastic attitude from the agent when I declined to listen to his lecture about cancelling without trying the product, and trying to keep me from cancelling the account.  I called back again to clarify about the lack of information about the product & subcription status with the shipment of the product & how it was a suspicious & deceptive tactic, to no avail.  I then expressed my displeasure re: the experience with VitaPower and the (lack of)information given when signing up for the "introductory offer" with ProActiv, whereupon I learned that VitaPower is part of the Guthy-Renker "Family" (umbrella company) and, in short, did not care about my negative experience.  I have subsequently cancelled my account with ProActiv.  It's shocking to me that they would be so unconcerned with complaints regarding these dodgy & cheap sales tactics, given that they actually have competition these days. Boo!

Comments

123456Next
  • 0
    GuthyRenkerCrimminals
    To add to the list I too an a victim of Proactive. In 2010 I ordered the travel kit product for $9.99 from the commercial to try it out. The representaive never told me that the product would be continous and deducted from my credit card. Either way it didn't matter because I canceled that credit card and moved to a different address. However, while running a credit screening report a couple of weeks ago was there an outstanding account from Proactive for $50.37! WTF! So i called Guthy Renker and the imbisile employees who run and they told me too bad pay the balance or stay in collections because you never forward your address? WTF AGAIN?! I told em why would i need to forward my address if I no longer get any important mail and i never placed another order from Proactive! I had no clue that this [***] product was still being sent to my house. Oh and guess what it wasn't until months after too they said because they didn't have a credit card on file they post poned delivery because there was no money paying for it yet they sent it anyway knowing that if no ones pays it goues straight to collection! The stupid lady told me that i had no choice to pay now. F*CK YOU GUTHY RENKER. EAT [***]! They Know That Any Bad Debt They Can Deduct From their Taxes, So it's a Win Win For Them. PLEASE PEOPLE DON'T FALL INTO THIS TRAP KNOWING THAT The PROACTIVE CO. ARE A BUNCH OF MONEY HUNGRY CORPORATE PIGS!
  • 0
    Amanda Milano
    I'm one of many fallen victim to this SCAM as well. We all need to learn a lesson: read the fine print. For now all we can do is spread the word to avoid Guthy Renker products because we AGREED to these terms, unfortunately. As I've heard many times, the real crime is that the products are awesome, but the process is unethical. Just a tip, I've been buying on eBay (I'm assuming from other victims) this doesn't stop them from receiving revenue from the original purchaser, but it does stop us from continued abuse.
  • 0
    Thier technology is rediculous!!!
    Worst experience ever!!!!! I order the We hair product and my order was duplicated.  This was on a  Friday.  I called to un-do one of the orders and was told that my order was not in the system yet and to call back the following day.  I did so and was told that my order was still no in the system and to call back the next day (Sunday).  I call Sunday and was told that it is still not there and to call back Monday.  I called back MOnday and was told it was too late to change and/or discount the order because it has already been processed.  Are you kidding me?  What technology system in the year 2011 simply does not allow ANY updates or changes?  Dear Guthy Runker, if you are running on 1980 technology that takes 3 days to process and 30 minutes to place may you should have discontinued services in 1980.  By far the worst experience I have had in my life!!  What is the point opf having a support center that can't support??  Throw in the towel already!  I am going to make it a point to go to each individual distributer that uses Guthy Runker and explain that this product will no longer be endorsed by me just because the processing channel they utilize.  My advice...improve or step out!
  • 0
    geoff
    Clearly stated but hidden off the main page under the membership details. Why is it not on the main page?  One wonders if you work for them.
  • 0
    Geoff
    Clearly stated but hidden off the main page under the membership details. Why is it not on the main page?  One wonders if you work for them.
  • 0
    jdog
    As a previous customer service rep for Guthy Renker...and a customer of Sheer Cover, Proactiv, Meaningful Beauty and Wen Hair Care I can tell all of the complainers on this site that YES the terms are clearly defined on the informercials, websites, order lines and catalog orders.  People don't read or listen...or are they just unable to comprehend very simple English?  In addition, maybe these people who are so obviously unable to comprehend simple terms like "entry" kit, replenishment shipment and installment billing concepts should back away from the remote and the phone....
  • 0
    jdog
    As a previous customer service rep for Guthy Renker...and a customer of Sheer Cover, Proactiv, Meaningful Beauty and Wen Hair Care I can tell all of the complainers on this site that YES the terms are clearly defined on the informercials, websites, order lines and catalog orders.  People don't read or listen...or are they just unable to comprehend very simple English?  In addition, maybe these people who are so obviously unable to comprehend simple terms like "entry" kit, replenishment shipment and installment billing concepts should back away from the remote and the phone....
  • 0
    Sara
    I, too, just got sucked in by WEN. I ordered a 30-day supply and had it sent to my sister's house. Now they're sending auto-ship orders to her and charging my account $90 for a three-month supply. I went back and read the website and though it does say you can cancel (they use the clever marketing term "customize") your order at any time, they fail to disclose two important points: you can't cancel once the order ships and you must pay for the shipping when they send it to you AND to return it. In my case, it will cost almost $20 in shipping fees alone. For those of you who claim the buyers should know, please realize that these practices are very cunning and they are designed to lure the buyer in. They may not be "unfair" practices, but they're certainly unethical and just plain bad practices. I may like WEN, but I'm hestitant to support a product that attempts to fool the customer like Guthy Renker does.
  • 0
    Laulau
    Of course you have seen the T&Cs, you worked for them!!!!
    It is still a misleading form of sales which is based on taking advantage of  B2C trust. Why not make the repeat shipment or 'entry' plans as you call them (because thats not misleading at all!!) an opt in requirement as opposed to making a customer make a call to stop the shipments. A deceptive company ripping off thousands of people worldwide. This should be illegal under  international consumer law. Ripping people off is not OK, even if there is small print - IT IS NOT OK!!! I don't understand how people can be so naive to promote this kind of exploitative marketing (although all promoters I have seen have worked for the companies involved!). Wake up!!! Just because it obviously is still legal - does not make it right!!!!
  • 0
    Pissed2
    | 1 reply
    Auto-shipped happened to me to even after I selected "No auto-shipment, One time purchase only" great sales person.  Since your in the business to sale these products, why don't you order some, smart one, and see if you will experience the same scam.  Obtw, my online account conveniently disappeared.  I did not order via phone because as a previous rep, I don't want to hear additional up-sale pitches.  I bypass the middle man and still get more than I asked for even after reading the fine print.  So I say as a final word, if you've never attempted to be a consumer with any guthry-renker sponsored products and your position is to sale, keep your trap shut until you decide to become a consumer.  You will never know what any of these people have been through until you've gone through it.  Who told you that you were qualified to become a consumer subject matter expert?  All these people who worked to put money in your pocket can't be stupid especially after reading your nice little comment.  I do pray your sales go down after your nice little remark.
    • 0
      mem replies to Pissed2
      is there a button on there case i look and colud not find it but i did see that your going to get a shipment unless u call in to cancel
  • 0
    Jose
    I once did customer service (3 yrs)for Guthy Renker. My experience was that the terms were automatically spelled out in the infomercial and in print ads as well. Almost any product sold in an infomercial has an auto renewal unless you cancel--which you may do AT ANY TIME. Many people simply ignore the auto renewal requirement. Believe me, GR has cadres of lawyers and everything they do has been triple-tested for absolute legality. My complaint with GR was that they didn't always treat their employees very well, sometime badly and atrociously. They hired and fired without hesitation. Rather than keep seasoned reps, they often fired them and would hire a new crop--people who were new and less likely to stand up to them. Also, most of the exercise equipment sold by GR is overpriced junk, with a few exceptions. Bottom line--don't buy anything off an infomercial and you wouldn't ever have buyer's remorse. It's common sense and that is FREE, so use some, OK?
  • 0
    Jose
    I worked for GR. AT GR we could sometimes do an order intercept. As with most online businesses, once your order is placed, it goes into processing mode and won't show up in a rep's computer for a few days. After that, we could then cancel it and issue the customer a refund, which we willingly did. If you got 2 orders, you likely hit the place order button twice, a common mistake. My advice to you--- Never order from an infomercial.
  • 0
    Nate
    Company made several fraudulent charges to my Chase account.  After the card company reversed the transactions, I thought the problems were over.  A few months later, they sent me a PAST DUE statement asking for even more money.  

    Unlike the other complaints I have read about this company, I never had any interaction with them whatsoever.  I did not read a contract, misunderstanding the terms or missing some fine print.  The charges just started appearing, and products that I didn't recognize started showing up in my mailbox.

    My theory is someone sold my credit card to them.  Shortly before all this happened, I bought some skin care products from a cute girl at a mall kiosk.  Maybe she gets a commission, or maybe the company engages in outright theft.  I'm not sure what to do about this.  How can they report this to a collections agency if I never did business or even established credit with them?  I doubt they have my SSN, and I checked my credit recently and didn't find any negative information.  The notice looks very convincing, though.  How should I respond to this?
  • 0
    GRKC
    I find I laughable that you believe your rudeness, your tantrums, and blatant profanity at times, is just all fine. The bottom line is that you are told on the calls, it's on the infomercials, it's on the website, it's on your invoices. Sounds totally deceptive? I think not. The bottom line is that you all don't listen, don't pay attention, and then want a scapegoat. You call customer service, and instead of allowing them to assist you, you want to demand this and you are so angry... But you should be angry at yourself. Then, because you disagree with the procedure, it's all fraud and whatever else y'all spout. You call to cancel, they attempt to retain your business, if you decline- it's done. With a smile. When you make a return after the processing, you get your refund. The problem is, you geniuses remove cards and block charges, and it holds your money up from going back on your cards. Frustration is understandable, hissy fits because you can't have it right now, aren't. Remember you made these orders, no one forced you. And try and remember these agents are people, and the way you treat them and speak to them- a lot of you should be ashamed.
  • 0
    gr rep
    I currently work for guthy renker and all you have to do is call customer service and they can issue you a return label or a RA# so it does not cost you anything to send the product back so if you call customert service any time day or night 24/7 they can help you out so maybe you should take the time to call rather than sit and blog and not even call someone that can help you.
  • 0
    gr rep
    | 1 reply
    All you have to do is call cust service and let them know it is fraudulent and they will take care of the problem it is the practice of Guthy Renker to fix these problems they are open 24 hours a day ok just call and let them fix it for you.
    • 0
      another victim replies to gr rep
      Funny how I cancelled got sent a RA tag and returned product. When I called for refund I got told they did not receive the return. Then I get sent billing statements asking me for payment of $99. I call again now they say I passed the 60 day return time. They took 3 weeks to send the RA tag, then claim not receiving returned product, now its I'm past the 60 day time limit? Now I'm getting statements asking for payment from a collection agency for something I sent back?? Come on you deceptive greedy [***], I see I'm not the only one that you are doing this too.. I'd like to use a bunch of profanity describing what I think of your business practices, but it seems all the customer service people there are brainwashed or plain stupid..
  • 0
    AJ86
    Funny how I called and canceled a month ago, thinking they would no longer charge me, but they charged me again this month and overdrew my account. When I called to have this charge removed they told me they already sent more vitacrap to me and they have to charge me. They were in no way authorized to charge me after I had already told them I didn't want the stuff. I will be going to my bank to give my written dispute and file a fraud affidavit.
  • 0
    Genevieve Zelasko
    I've been using Meaningful Beauty products for over 2 years.  Guthy Renker products are subscription-based, meaning you get product sent to you on a regular basis.  You can always change the frequency, change the products you want to order, or cancel out altogether.  That is your choice.  I love the richness of the night cream especially.  Have not found anything like it (in terms of quality) in retail stores at the reasonable price they offer.  I love the product and will continue to use it.
123456Next

Post a new comment