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
When you say, "Most people aren't listening when It's told", you will have to first include Wen phone sales people in this statement. I know I am not the only person that Wen charged illegaly by not respecting what customers actually ordered. As long as Wen has your credit card or debit card numbers they will feel free to do what they want with it, because THEY AREN'T LISTENING !!! They go by their greedy, unethical sales principle of don't worry about asking for permission first, go anead and just charge the card as much as possible, knowing the new customer did not give you permission, for what ever reason, and then put them through lots of stress later while you ask for forgiveness. It's a crock of crappy sales practices that ends up with huge complaint postings on sites like this. I will tell as many people as I can about this Shady Wen Deal.
It took a long time for my shipment to arrive - well over 5 weeks! Meanwhile I made a trip to Mexico where my bank debit card was compromised and I had to cancel the card as soon as I returned back home. It was quite a hassle, however one unintended nice benefit was the protection of Wen not being able to charge this only card they had record of, because the cancelled card was what I used for my first and only Wen purchase.
Well, I was sent a $98 dollar 3 month supply another couple of months later, which was so completely unsolicited by me from Wen, because I don't know how I could have told the Wen phone lady any more times not to send me any other further shipment when I made my first $29.95 order. Maybe if I would have cussed at her and asked her if she were daft or had a hearing problem, etc., etc., etc., or used the four letter "C" word on her ??? I don't know.
So I carry the untouched shipment around in my car for well over a month after talking to a customer rep about 2 weeks after receiving the unordered shipment and the 98 dollar charge, with about 9 dollars of shipping charge on it, as well. I thank my lucky stars that Wen could not charge my cancelled debit card! I know that I could simply keep the expensive one hundred dollar box of stuff, or give it away to some women friends instead of letting it sit in my garage for six years or so. Talking to the second phone rep guy to ask him what I should do about this shipment that I did not order was sort of enlighhtening. He suffered from the same denial that the first lady phone representative did. He did not want to believe that I told the first rep over and over and over that I wanted no further shipments.. I told him there was supposedly a tape of our conversation if he wanted to check it. He gave me an authorization number to use to ship the one hundred dollar box back to Des Moines, and the proper P.O. Box to use. This guy started to upset me a little, but I decided not to let myself get angry about his Wen/Guthy Renker insensitive, predatory phone sales training. I even was so generous as to allow him to talk me in to putting "my account" in to an inactive status until March 20th of this coming year, as that would save me money, of course, if I ever decide to order more Wen. The problem is: I would never trust such bull headed Wen people to Ever use and abuse my new debit card over the phone. Customer Reps have to actually listen to me, and what I want to order and what my conditions are, much much better, in order to have the privilege and my trust to use my card again.
Because I was not given this simple sales relationship respect by Wen, I had to go to the post office, wait in a long Christmas holiday shipping line, and then fork out almost 12 bucks to ship the unordered Wen sales fishing box back to them. I may not have given Wen the shipment back, and been forced to pay the 12 bucks return shipping, if I had not been a nice guy who does not want to expose my sister's address to collection agency letters for years. I didn't want her to have to deal with Gutless Guthy Ranker bills and collection agency letters, as I used her address for what I thought would be a one time usage for my one time Wen transaction. I guess I was wrong. The saddest, most ironic feature is that I like the Wen shampoo, but will never be able to use it again because of this principle of being extorted of shipping money and much time and hassle by Wen, including having to write this. If anybody wants to try Wen, please just order it through Amazon. Guthy Renker doesn't train Amazon phone sales people! I feel quite used by Wen, so I can never use their product again. I am now part of a large group of people that Wen has screwed over.