billed for free products, wrong products sent, incorrect billing
Complaint
Michelle Jacobson
Country: United States
Michelle Jacobson Acct. # 466264165
Dec. 4, 2012. I saw commercial on TV for the 30 day supply - $29.95 with free gifts, free shipping and free travel kit with order. Web site given, getwen.com/travel. This site would not come up. I was directed to the Wen website and called the customer service number provided, 1-800-964-1892 and ordered 4 sets of 30 day supply with free gifts and free travel kits, lavender scent, for $29.95 each, free shipping. I was told I would receive email confirmation of my order, but never received this. I used my credit card to set up payment. These were ordered to be Christmas presents.
Dec. 5, 2012. I called 1-800-964-1892 again to confirm order.
Dec. 9, 2012. I looked at my credit card statement online and had 2 pending charges from Wen. One was for $ 58.89 and another for around $165.63. I called the number again as it appeared I was either being billed for 4 sets of 90 day order or the price of the 30 day set went up. I was told my order for the 4 sets of 30 day supply with free gifts and free travel kits, lavender scent, for $29.95 each, free shipping was still active but on back order to be shipped in 7 – 10 days. I was also told that Wen only showed the charge for around $58.89 and that I could appeal the charges for $165.63 once they were taken out of my account by faxing a copy of my credit card statement to 1-515-284-6713.
Dec. 14, 2012. I had to call again because I received one set of the 90 day supply in the almond mint scent with no travel kit. Not only did I not order a 90 day supply, this was the wrong scent. The $58.89 was also now posted on my credit card statement165.63 was no longer pending amd not taken out of my account. I spoke with Jeannie Kerr who told me she spoke with a Manager, Shawn, (she did not know his last name.) She told me she would send me some shipping slips to return the order and that when I send the 90 day supply back to get a tracking number on the order so that I could fax the information to the billing department in order to get my money back sooner. She also said she confirmed with Shawn to send me 4 travel kits, free of charge and free shipping. She was going to send my order of 4 sets of 30 day supply with free gifts and free travel kits, lavender scent, for $29.95 each, with free express shipping so that I could get them by Christmas. She told me that the orders of travel sets and the 4 sets of 30 day supply with free gifts would be shipped separately.
Dec. 18, 2012. I received the 4 sets of travel kits, almond mint scent instead of the lavender. I I was also billed $57.57 for these items that were supposed to be free, $51.80 for the order and $5.99 for shipping. I called again and was finally put through to an Account Supervisor, Sharron, employee # 5780. She said she would refund the $57.57 for the travel kits and the $58.89 for the 90 day supply that I did not order. I was told that everything else was on back order and would not be shipped until March 8, 2013. She also said that if I canceled the 90 day supply orders that I would not receive my original orders.
Dec. 21, 2012. I received 3 sets of 30 day supply with free gifts and was billed correctly for this order $89.95. I was refunded correctly, $57.57 for the travel kits, but only $34.95 instead of the $58.89 for the 90 day supply that I did not order.
Dec. 27.2012. I called Wen again and was told they show my refunds of 57.57 and 58.89, but I no longer have a way to confirm this since I canceled my credit card so I would not get anymore charges. I spoke with a Supervisor, Harvey, employee # 5449082 to cancel any future orders as Wen will continue to send orders every 30 – 90 days until canceled. He stated I would be sent an email to confirm cancelation. I have not received this email yet.
I canceled my credit card on Dec. 21, 2012 day as I do not want to keep getting charged incorrectly for items I did not order. From talking to others, reading facebook and twitter comments, Wen is famous for not canceling orders and continuing to bill and send out orders after the customer has canceled them. I have gone through enough with you people.
I will be forwarding a copy of this complaint to the Better Business Bureau.
Michelle Jacobson
mrjbusi@yahoo.com
5380 Raymond Ave.
Mounds View, MN 55112
Dec. 4, 2012. I saw commercial on TV for the 30 day supply - $29.95 with free gifts, free shipping and free travel kit with order. Web site given, getwen.com/travel. This site would not come up. I was directed to the Wen website and called the customer service number provided, 1-800-964-1892 and ordered 4 sets of 30 day supply with free gifts and free travel kits, lavender scent, for $29.95 each, free shipping. I was told I would receive email confirmation of my order, but never received this. I used my credit card to set up payment. These were ordered to be Christmas presents.
Dec. 5, 2012. I called 1-800-964-1892 again to confirm order.
Dec. 9, 2012. I looked at my credit card statement online and had 2 pending charges from Wen. One was for $ 58.89 and another for around $165.63. I called the number again as it appeared I was either being billed for 4 sets of 90 day order or the price of the 30 day set went up. I was told my order for the 4 sets of 30 day supply with free gifts and free travel kits, lavender scent, for $29.95 each, free shipping was still active but on back order to be shipped in 7 – 10 days. I was also told that Wen only showed the charge for around $58.89 and that I could appeal the charges for $165.63 once they were taken out of my account by faxing a copy of my credit card statement to 1-515-284-6713.
Dec. 14, 2012. I had to call again because I received one set of the 90 day supply in the almond mint scent with no travel kit. Not only did I not order a 90 day supply, this was the wrong scent. The $58.89 was also now posted on my credit card statement165.63 was no longer pending amd not taken out of my account. I spoke with Jeannie Kerr who told me she spoke with a Manager, Shawn, (she did not know his last name.) She told me she would send me some shipping slips to return the order and that when I send the 90 day supply back to get a tracking number on the order so that I could fax the information to the billing department in order to get my money back sooner. She also said she confirmed with Shawn to send me 4 travel kits, free of charge and free shipping. She was going to send my order of 4 sets of 30 day supply with free gifts and free travel kits, lavender scent, for $29.95 each, with free express shipping so that I could get them by Christmas. She told me that the orders of travel sets and the 4 sets of 30 day supply with free gifts would be shipped separately.
Dec. 18, 2012. I received the 4 sets of travel kits, almond mint scent instead of the lavender. I I was also billed $57.57 for these items that were supposed to be free, $51.80 for the order and $5.99 for shipping. I called again and was finally put through to an Account Supervisor, Sharron, employee # 5780. She said she would refund the $57.57 for the travel kits and the $58.89 for the 90 day supply that I did not order. I was told that everything else was on back order and would not be shipped until March 8, 2013. She also said that if I canceled the 90 day supply orders that I would not receive my original orders.
Dec. 21, 2012. I received 3 sets of 30 day supply with free gifts and was billed correctly for this order $89.95. I was refunded correctly, $57.57 for the travel kits, but only $34.95 instead of the $58.89 for the 90 day supply that I did not order.
Dec. 27.2012. I called Wen again and was told they show my refunds of 57.57 and 58.89, but I no longer have a way to confirm this since I canceled my credit card so I would not get anymore charges. I spoke with a Supervisor, Harvey, employee # 5449082 to cancel any future orders as Wen will continue to send orders every 30 – 90 days until canceled. He stated I would be sent an email to confirm cancelation. I have not received this email yet.
I canceled my credit card on Dec. 21, 2012 day as I do not want to keep getting charged incorrectly for items I did not order. From talking to others, reading facebook and twitter comments, Wen is famous for not canceling orders and continuing to bill and send out orders after the customer has canceled them. I have gone through enough with you people.
I will be forwarding a copy of this complaint to the Better Business Bureau.
Michelle Jacobson
mrjbusi@yahoo.com
5380 Raymond Ave.
Mounds View, MN 55112
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