Unprofessional Customer Service
Complaint
Leann Draper
Country: United States
I recently called Guthy Renker in regards to a charge on my credit card in March for an order that was made in September. I was trying to figure out what product was for what charge. It was very confusing since my bank statements just didnt match up with the orders. My husband ordered these products for me months ago and when I called recently to figure out these charges he was in the hospital on a morphine drip very ill. The little girl I spoke with named MARQUETTA VINCENT was the most unprofessional customer service representitive I have ever encountered in my entire life. She could not clearly answer my questions about a charge that was made 5 months after the order so when I asked how a company could do business like this she proceeded to tell me that I should talk to my husband about these charges and continued to carry on in a rude tone that if Guthy Renker was such a bad company then I shouldn't have placed an order in the first place. I immediately got her name and told her that I could not believe that she was a customer service rep and that I would be calling back to speak with her supervisor. Customer Service reps should be professional and trained to handle disgruntled customers. I was just trying to figure out some information that she couldnt give me and she couldnt handle that? I wonder how she does with the customers that are really pissed from being ripped off by this company. I am so appauled that even after I explained to her my husband was sick in the hospital on a morphine drip she had the audacity ti speak to me that way. No understanding or compassion. What is happening to this world. If you accept a job of this nature you should be the kind of person that can diffuse situations and always find a way to make the customer happy so that you dont lose their business. No wonder Guthy Renker has such a bad reputation. Please beware the products you buy over the TV its usually too good to be true and if you have any problems you certainly wont get any help from Customer Service. Its more like Customer Dis-service to me!
Comments
I'm glad we saw your post. I'm sorry you had this experience. I've sent your complaint to our corporate customer service team, but, they won't be able to reach out to you directly unless you send them more information. If you'd like someone from our corporate customer service team to call you, please email customerservice@guthy-renker.com with a link to this post and your contact information. They'll investigate and work with you to make sure everything is resolved.
Your bank can reverse fraudulent charges showing on statements dated up to 60 days earlier than your original date of dispute.
Follow up to your bank dispute with a written dispute or fraud affidavit sent to your bank's dispute address, and file a fraud and theft complaint with your local police, FTC, your state Attorney General, and at www.ic3.gov.
Scammers will generally try to delay you with promises to "investigate", lies about how "you agreed", promises to send a "refund form", and other tactics designed to delay you past the 60 day dispute period where your bank can recover your money. That is why you MUST dispute unauthorized charges immediately through your bank.
I ordered
1st - Regular Cleanser/Toner/Medicated Kit
The toner was too strong for my skin so it itches/burn so I returned it and got the gentle formula kit (2nd kit) The gentle formula kit wasn't strong enough for my skin. I went into my account and change my kit to (1 New cleanser 1 New Medicated Lotion 1 Advance Blemish tube). I didn't know that the system would'nt update my kit until a week later and went ahead and submitted it. I received another "Gentle Formula" Kit. I called in and the representative told me to just keep the 3rd Gentle Formula kit that was sent to me by accident, she will credit the money back to my account and send out a mini 3 piece kit. She told me to only use the cleanser/medicated lotion and do not use the toner.
I just checked my statement and I have to pay for 2 gentle formula kit. The representative (Amanda) that I just spoke with told me that the person I spoke with before had partially refund me the money for the 2nd gentle formula kit and set on a sample mini kit. And that is why she told me that I didn't have to return the 2nd gentle kit. Well...WHY WOULD I AGREE TO KEEP A GENTLE FORMULA KIT THAT I CAN'T USE ON MY SKIN AND PAY 1/2 THE PRICE FOR IT? Even if she sent out a mini sample kit of the regular formula. And then Amanda asked me to send back the gentle formula kit by the 23rd for the 60 days refund. Well I would have sent it out when I first received it but when I called the representative told me I didn't need to ship it back and didn't inform me I would be charge 1/2 of the price. I paid off $26.60 today and closed my account.
This is too much of a hassle and miscommunication. And now I'm stuck with a gentle formula kit that wouldn't even work on my skin because I was misinformed. And spent hours on the phone trying to resolve the tedious miscommunication. If the representative had told me to return it once I received it, I won't need to be charge WITHOUT MY CONSENT for a product that I can't even use.
Does it make any sense to you? Why would I agree to keep the gentle formula kit and get charge 1/2 of the price when I can't even use it??!!
I was calling as they took £80 out of my account after two weeks of receiving the £29.99 30 day trail offer that i had cancelled.
kirsty or Kirstie, was very rude and unconcerned with what i was trying to explain she sat on the phone in silence not saying a word when when i had explained to her what had happened.
I told her that I hope they are listening to the way she was treating me on the call since all calls are taped yet they could not find my cancellation call. By the way, "30 days" is from when they send out the goods not from when you receive it. they refused to refund the money they took out of my account, I have paid for good that I have not received and have not had.
I don't know how Victoria principal can attach her name to such bad practice.
I was calling as they took £80 out of my account after two weeks of receiving the £29.99 30 day trail offer that i had cancelled.
kirsty or Kirstie, was very rude and unconcerned with what I was trying to explain she sat on the phone in silence not saying a word when I had explained to her what had happened.
I told her that I hope they are listening to the way she was treating me on the call since all calls are taped yet they could not find my cancellation call. By the way, "30 days" is from when they send out the goods not from when you receive it. they refused to refund the money they took out of my account, I have paid for good that I have not received and have not had.
I don't know how Victoria principal can attach her name to such bad practice.
I was calling as they took £80 out of my account after two weeks of receiving the £29.99 30 day trail offer that i had cancelled.
kirsty or Kirstie, was very rude and unconcerned with what I was trying to explain she sat on the phone in silence not saying a word when I had explained to her what had happened.
I told her that I hope they are listening to the way she was treating me on the call since all calls are taped yet they could not find my cancellation call. By the way, "30 days" is from when they send out the goods not from when you receive it. they refused to refund the money they took out of my account, I have paid for good that I have not received and have not had.
I don't know how Victoria principal can attach her name to such bad practice.
Sent back 6th aug, by the 18th aug still nothing delivered so rang customer service, told me it takes so long because the company is in holland, it had been received on the 17th and was dispatched to me on the 18th. great! until the 30th aug, still nothing had arrived, so rang customer service again, this time told my order had NOT been received and could i email or fax proof of postage, i could but each email was replied to as couldnt open as file too large, ok so i ask for an address to post proof to, this time the young lady was helpful, checked my account and admitted they had received my order back on the 17th! but it was in their depot, i still had to prove postage then it would be sent straight out to me, she also admitted she didn't know what was going on, no hope for me then!
I posted a copy of my receipt recorded delivery to be signed for, on the 1st sept 2011, today i rang customer service (05 sept 2011) just to check they had the letter and to ask if it was all ok? my call was taken by Craig (customer service) he told me he couldnt check, as it was not procedure to post to them i would have to check myself with the mail office. I asked how i was going to know if sheercover uk had received it even if i check with mail depot, (i have checked and it has been delivered) his reply was blunt, if they have received it then i will know in a week when my order is delivered, if not then i wont get it. So can anyone make sense? because i for one can't. They have my money and i have no product and it seems they don't give a damn.
The way I saw it, you were calling ME, needing MY help to fix your problem. Stop right there with that rude exasperated tone and speak to me with some respect because I'm trying to help you. Yell and cuss then I won't do a goddamn thing.
The only reason companies like Guthy exists is because another sucker is born every minute. You were sitting on your fat ass watching infomercials, got overly excited, gave your credit card number to someone over the phone and ordered this dumb [***], now deal with the consequences.