Scammers do not order from this company!
Complaint
AU
Country: United States
I ordered a trial order of Wen by Chaz Dean hair products in July 2011 and I didn't receive it until September. I was not satisfied with the product. It did nothing for my hair or for any of my family members as well. I attempted to get a refund and close my account over the phone on Oct 1, 2011. The first customer representative was an older male named Robert. When I told him I was not satisfied with the product he tried to get me to order more product as if he didn't hear a word I said. I told him I wanted to close my account and request a refund because I did not have the product for more than 60 days as their website gives a 60 day refund guarantee. Their clever though to stipulate a requirement that you must return the whole package and its contents back to them before they will process a refund to you. This Robert told me they had already sent out a 90 day package and they have already charged my credit card (2) installment payments and he asked me if I will make the third installment payment right then and there even though I had already requested a refund, told him I don't like their product and that I wanted to close my account immediately. Honestly! They don't care about their customers at all they just want to keep taking money from them. This Robert told me that I had already received their 90 day package on Sept 8, 2011 and I told him no I did not receive anything in the mail from them and that their first trial shipment took over a month for me to receive. I asked him to send me proof that I had received their product and he said they are not allowed to do that and that I had to go to my post office and get a confirmation from them. So I asked him how can I get a confirmation from my local post office for something that I never received in the first place and he changed the subject and did not give me an answer. He told me that all he could do was mail a letter that I was to sign and it would validate that I did not receive their shipment and it would take 1-2 weeks to get my refund and it would take 12-48 hours for my online account to be closed. After talking to Robert I called back again and spoke to a Jonetta (these people do not give their full names if at all their real names). Jonetta's answers to the same questions I had asked Robert was not consistent at all. Jonetta told me it would take 3-4 weeks to get a refund and it takes 12-78 hours before my account will show "Inactive Status" online. Jonetta also gave me what I believe is a bogus employee no. 21776202. I don't believe that people are given such long employee numbers. Both Robert & Jonetta had a very rude and defensive tone of voice when I questioned their policies, their service and after I told them I wanted to close my account. After the useless conversation with both these supposedly customer representatives I immediately emailed a complaint with my credit card institution for fraud. While waiting for my credit card institution to do their investigation and get my money back, I did an online complaint to their state of Iowa's Attorney General's office of consumer complaints and I did an online complaint to a National Consumer Complaint website and now this complaint on Complaint Wire and I will continue to file complaints on every consumer protection website I come across to warn everyone about this scam of a company Guth Renker Store.
Comments
A week went by and still no email. I contacted my credit card company and asked them to cancel the card and issued me a new one, which they did.
A few days ago I noticed a charge from Wen Chaz Dean on my account, contacted the credit card company and asked them about the charge, the representative told me they already took care of it and that I should put a block on the company, which I did, luckily I was not charged any further. These people are leeches.
There is no reliable way beyond shutting down access to your money to stop them from continuing to take it.
File fraud disputes with your bank, and have them block the card number or close the account due to fraud to prevent additional fraudulent charges. If you dispute within 60 days of the statement date of the statement showing the disputed charges, your bank can reverse them under FRB Reg. E or FCBA.
FTC recently shut down a similar group of scams run by Jesse Willms.
http://www.ftc.gov/os/caselist/1023012/index.shtm
File fraud complaints with FTC, your state Attorney General, and at www.ic3.gov
Wen sent me a cancelation notice but also told me that I may have additional charges? What does this mean? I have read the review and only one person has contacted the attorney general's office.
why is this?
I use to work for a telemarketing company who processed orders for various products advertised on TV and when ordering a product they have a screen that pops up specifically for that product. They also try to get you to order other stuff and ususally will offer vitamins or a magazine for free, and if you listen they will tell you to call and cancel or you will be billed for future shipments. I think people are often frustrated because they only want to order the one product and here "free" and don't listen to what they are agreeing to. This is why I like to do my ordering on line so I can fully read and know what I'm ordering and what the offer is.
My advice is .
REED THE INSTRUCTIONS! REMEMBER YOU'RE NOT THE ONLY ONE TRYINGTO GET YOUR HANDS ON WEN PRODUCTS .
I just recieved a letter in the mail yesturday from the NORTH SHORE AGENCY (NSA) saying that that it was a "Statement Collection Agency Involvment that had been retained by Chaz Dean Continuity". It said I had a debt of $104.77! Wen hadn't mailed me any previous invoices, so I didn't know I owed them anything. I didn't even know I was a member of Wen until I called the 1-800 number. Their customer service reps were rude and unhelpful! I explained that I had thought they had just mailed me the second box by mistake since it had the wrong name and address on the invoice. Yet, in their computer system the bill came up under my name. They refused to waver my bill even after I said I would send back the unopened box with the unused products. Their refund policy is only good for 60 days from the time of shipment. They did cancel my account or so they said they did and that they would look into the fake name and address on my invoice which also had an account number. I asked for a corporate phone number to complain to and they gave me an address @ 3340 ocean park blv, santa monica, CA 90405.
I really don't think I should have to pay the $104.77, but I am worried about the debt collector billing me! HAS ANYONE HAD THE NORTH SHORE AGENCY COME AFTER THEM?? I didn't orig. pay with a credit card so I can't derail payment that way. WHAT CAN I DO? PLEASE PLEASE HELP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
http://www.ftc.gov/opa/2013/07/nco.shtm
"For Release: 07/09/2013
World's Largest Debt Collection Operation Settles FTC Charges, Will Pay $3.2 Million Penalty
Largest Civil Penalty Ever Obtained by the FTC Against a Third-party Debt Collector
The world’s largest debt collection operation, Expert Global Solutions and its subsidiaries, has agreed to stop harassing consumers with allegedly illegal debt collection calls and to pay a $3.2 million civil penalty – the largest ever obtained by the Federal Trade Commission against a third-party debt collector.
In its complaint, the FTC charged that the companies violated the Fair Debt Collection Practices Act and the FTC Act by using tactics such as calling consumers multiple times per day, calling even after being asked to stop, calling early in the morning or late at night, calling consumers’ workplaces despite knowing that the employers prohibited such calls, and leaving phone messages that disclosed the debtor’s name, and the existence of the debt, to third parties. According to the FTC’s complaint, the companies also continued collection efforts without verifying the debt, even after consumers said they did not owe it.
Under the proposed order, whenever a consumer disputes the validity or the amount of the debt, the defendants must either close the account and end collection efforts, or suspend collection until they have conducted a reasonable investigation and verified that their information about the debt is accurate and complete. The proposed order also restricts situations in which the defendants can leave voicemails that disclose the alleged debtor’s name and the fact that he or she may owe a debt.
Also under the proposed order, the defendants must: stop falsely representing that they will not call a number to collect a debt; not harass, oppress, or abuse a consumer while attempting to collect a debt; not communicate with third parties about a consumer’s debt; not communicate with a consumer at his or her workplace if it is clearly inconvenient or prohibited by the consumer’s employer; except in limited circumstances, cease communications if a consumer has requested no further contact or if a consumer refuses to pay a debt; and not violate any provision of the Fair Debt Collection Practices Act. The defendants also are required to record at least 75 percent of all their debt collection calls beginning one year after the date of the order, and retain the recordings for 90 days after they are made.
With more than 32,000 employees and revenues in 2011 of more than $1.2 billion, the Texas-based Expert Global Solutions and its subsidiaries – ALW Sourcing, LLC; NCO Financial Systems, Inc.; and Transworld Systems, Inc., which also does business as North Shore Agency, Inc. – collectively are the largest debt collector in the world. In addition to their U.S. offices, the companies operate in Canada, Barbados, India, the Philippines, and Panama.
..."