WEN- problems with product and returns
I purchased a 30-day supply of WEN? Hair Care System through Guthy-Renker. I originally contacted them about being sent a different fragrance... They would not allow me to do that, and continued by sending me a 90-day supply. I returned the 90-day kit, and am now being told that I cannot receive a refund. Through speaking with them, I found out they received the product (they claim it was received in 90 days [past the 60-day return period]). I have the receipt showing I sent it back before the 60-day return period had expired. All of the containers were unopened (still factory-sealed). They KEPT the product and REFUSE to refund my money. Since the products were still sealed, they can easily resell the kit to someone else... While refusing to give me a refund. I wish I could give them "0" stars. As for the product, it ran out before the month was over (even with the recommendation of adding water- and I have short hair). It made my hair stringy, it would snap easily, it became dull and dry. The products make you smell like a medicine cabinet (I had several people ask me did I have a medicinal ointment on). You can buy cheaper products that actually work. Overpriced. Not worth it for the product or the hassle of having to deal with these people.
Posted on 11/21/2012
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Guthy-Renker- Proactiv & Wen! Billing Problems. No One Can Help!
Company states that I have an outstanding balance. I ordered Wen in July 2012. I love it, but have been given the run-a-round about an outstanding Collections debt. I ordered Pro-active in 2010. I cancelled because it caused my skin it burn and peel. I cancelled and they charged me for a product I never received. I made numerous calls in 2010-2011 for Cancellation. Spoke with a lady who refunded the charge and closed account. Thought everything was good until now!
I am a Wen customer and was suppose to receive products but they will not ship them to me because I am in Collections? I have made several calls in October 2012 till now. No one can tell me how to fix problem. They sent me to the Company runs Collections. They said I had no other choice than to pay for a product I never received. They told me to call Pro-active again. I spoke to another agent. Now they can’t find any information on my account other than in collections. I am a truthful person, if I would have received a product I would have sent it back. I had no other calls, bills sent, or contact about the issue.
I'm at my limit with this company. I love my Wen! I do not like the false promises or that fact that no one can help or can even find records. I would like to fix this problem. Wen works great for me. It is nice to have auto-ship and the charge split into 3 payments. I did not think I would have so many problem with a reputable company.
Posted on 11/21/2012
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Wen Hair Products
I ordered Wen's hair cleaning system in August and returned it due to making my hair worse. They sent me the first package on July 25th, the second on August 20th (just one day before I canceled by email). I returned both (the second one hasn't been even opened!) on September 13th, and you received it Septembre 17th. I sent it by Xpost-Canada Post, and I have the tracking number available. Undoubtedly, I do qualify for your 60-day return policy. Reading your review I realized that I haven't use the authorize return number.I'm surprised because when I asked for the address of return and if I had to fill out a form, the CS employee didn't wrote something about this return number. Now they say they haven't received anything, but the boxes had never came back to me... I lose a lot of money :(
Posted on 11/19/2012
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RE:EFFICIENT SERVICES
THANK YOU SO MUCH FOR TKING YOUR TIME TO UNDERSTAND MY PROBLEM AND SITUATION.
I REALLY APPRECIATE YOUR QUICK AND EFFICIENT RESPONSE TO RESOLVEHIS SITUATION. MY GRATITUDE TO EACH ONE OF YOU FOR YOUR WONDERFUL SERVICES.
RATING IS 5 STARS. THANK YOU SO MUCH.
SINCERELY,
MERCY O.
Posted on 5/25/2012
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Wen Hair Products
First of all, my sincerest gratitude to Ms. April Jimenez for the expedient handling and resolution of my issue.
I believe that youo have a good product, unfortunately I had such a bad reaction to it after giving it a fair shake.
Thank you for your consideration. Wish you continued success.
Best regards
Kristina
Posted on 5/24/2012
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Follow - up to complaint
The billing issue I had with this company was very frustrating, but I must say they were very quick to respond and resolve this issue. I received a full refund of the charges within the timeframe they advised. What started as an extremely frustrating experience ended well.
Posted on 5/15/2012
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They are Wounderful
Hey guys i want to say Thank you .for all you work,
thank you again.
Posted on 4/25/2012
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Thank you.
Even though the customer service rep I spoke with on the phone was unable to understand my complaint and told me he could not help me, you were quickly able to resolve the situation through trustlink and the bbb. Thank you.
Posted on 4/11/2012
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Guthy Renker is the worst (fruadlent) company I have had experience with in the USA!!
I did pay $60 because I was pressured and harassed by a debt collection company on a daily basis tp pay this money to Guthy Renker for the price of a product (vita Power) that I never purchased or make authorized payments for it. I am also a first time home buyer and expecting to buy home within the next six months and I know such issue will affect my credit score and I might pay thousands of dollars as interest on my mortgage later on for this trouble. I purchased Chaz Dean (hair product) last year by phone and I was told that they give-away a sample of vitamin named (Vita Power) with the purchase of Chaz Dean for $2 to try and there will be no obligation to commit to purchase the vitamin neither make any payments unless I decided that I like the vitamin. I did not like the vitamin so I did not call them to renew the purchase. Later on, I canceled Chaz Dean auto payment because I did not like the product also but the vitamin was still shipped to my home. I did notice that Vita Power company, which is Guthy Renker have had access to my bank account and made full automatic payments for the full price of the vitamin they sent me (around $60-90 I don't remember the exact figure). I contacted my bank and disputed all the payments they made and contacted Vita Power and returned the merchandise they sent me (sealed and unopened). I did pay ($14-16) for shipping expense via usps for this shipment on March 2010. I cannot find the shipping receipt at the moment because likely I thought that the story ends at this moment but my bank account shows the payment of the shipping expense and I guess usps have information about the shipment destination, weight, and everything associated with this transaction.
I am very angry to be forced to pay $60 after all that pain I gone through with Guthy Renker. I have tried to contact Guthy Renker during the last two weeks and I spent an hour in this phone call and talked with +8 employees all of whom could not reach my account in their record!!! The billing department at Guthy Renker who approached me by email lately gave me a phone number to call and it turns out to be a scam and someone asks for $4 to transfer me to Guthy Renker, of course I did not pay the money and hanged up!!! When I informed the debt collector employees, who called me recently 4-5 times/day, about the whole story and the fact that I contacted Guthy renker with no hope to get this matter straighten out, the debt collector woman was very rude and accused me of not saying the truth!! She was screaming in me and asking me to pay the money, I had no choice but I told the woman that Guthy Renker will pay the price of this $60 as millions of dollars for the company's bad reputation in the market and customer abuse. I contacted a lawyer afterward and planning to sue this abusive company.
I would appreciate any help to get my money back OR at least prohibit this company from doing that to potential victims/customers. I googled the company's name and review written about it. Surprisingly, I found hundreds of people saying my same story above. This is fraud and abuse that must be taken seriously by consumer protection agencies and the US government to protect people.
Posted on 2/24/2012
Business responded on 2/24/2012
Hi Dina,
We received your feedback. I would like to help you to resovle this matter to your full satisfaction.
I need more information on your account in order to investigate what has happened.
Please send your complaint by email with subject BBB TRUSTLINK FEEDBACK to customerservice@guthy-renker.com and I will get back to you within 1 business day.
Thank you so much,
Tom
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Buyer Beware
I ordered Wen's hair cleaning system and returned it due to making my hair worse, not better (it dried it out). I followed ALL of their directions in returning the item (got return authorization number, sent it certified mail with return receipt).
When I inquired about the status of my refund, I got a response it was not within the 60-day time limit to return the item. The next two emails where I asked what they needed to prove I had returned it in time, I got the EXACT same response, word for word. This was by three different "Correspondence Specialists". My questions were not even addressed.
I had a printout of the incoming FedEx shipping showing date left Wen and each point until delivered to myself. I had a similar printout for the U.S. Mail when I returned the package along with the signed return receipt.
They then sent me ANOTHER shipment, also charged to my credit card. This AFTER I got a return authorization number for the initial shipment.
I think this product might be beneficial to someone with damaged hair or who uses chemicals and blow dryer on their hair routinely (neither of which I do). However, if you think you might return the item, keep excellent records and be prepared to spend a significant amount of time to get your money back.
TrustLink's help in resolving this matter has been much appreciated and timely.
Posted on 2/23/2012
Business responded on 2/23/2012
Hi Sally,
Thank you for your note on Trustlink.
I am here to help you as well. May I kindly ask you to send me an email with your account details and I will start investigating your complaint?
Please send your email to customerservice@guthy-renker.com and I will get back to you withing 24 hours.
Thank you so much,
Tom
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Won't refund my money!!
I have called numerous times. Was told my refund check was mailed 1/19/2012. I still have not received it. They stated they tried to credit my paypal account--which was a lie. They only sent a check when I called on 1/19/2012 to ask where my money was. It's been two months!! Horrible company and will spread the word via social media. I have connections to hundreds of thousands of people via social media. I want my money and I want it NOW!!!
Posted on 2/5/2012
Business responded on 2/6/2012
Hi Courtney,
Thank you for your note on Trustlink.
I am here to help. May I kindly ask you to send me an email with your account details and I will start investigating your complaint?
Please send your email to customerservice@guthy-renker.com and I will get back to you withing 24 hours.
Thank you so much,
Tom
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Resolved
While Guthy-Renker Corporation practice of charging for items on automatic debit after product is canceled is not good. They did eventually refund the entire amount and closed the account.
It should not have taken so many phone calls or effort to get refund.
The 'Free' vitamins were the issue here. The accounts are not linked so a different set of people have to deal with vitamins and another set deals with their other products. Their other products are okay and we still use them.
Posted on 2/1/2012
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Fast response, and fast resolving the problem!
As stated in my headline. This site is fast to respond, and the problem is resolved less than two weeks! What else can you ask for? Thank-you so much Better Business Bureau! I am so happy that I was not ignored posting my problem. I was hopeless, but when I received an email, I felt relieved! I am definitely recommending this site to anyone that have a problem with a business. My problem is resolved, and I feel like all the pressure is gone. Thank-you again!! 5 star out 5!
Posted on 1/9/2012
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Billing Matter resolved
Proactiv claimed they sent/billed me a package I never asked for. They continued to send me this bill for about six months before sending it to a collection agency. I've asked them to provide proof I received this package with either my signature or tracking number and they couldn't. They also would not clear the balance. I then submitted a complaint to the Better Business Bureau and a week later the issue was resolved and an apology was issued. I'd like to thank the BBB and Proactiv for resolving the issue promptly after I was forced to take action.
Posted on 1/7/2012
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Product vs Customer Service
This company sells a product that truly does what it advertises. It hurts it's business by making auto ships difficult to halt and refunds for returned items unreasonably slow. In this day and age, when shipping is tracked easily and money can be transferred by a key stroke, having to call multiple times and wait for refunds for weeks is not acceptable.
My process started with a phone call to customer service 11-16-11. Returned item as instructed delivered 12-8-11 (pkg mailed day following delivery to me). Two more phone calls and a complaint to BBB and money refunded 12-30-11. I decided to file this complaint after reading the multitude of complaints that mirrored my own plite. I repeat: the product is great. This company should find another manner to market it. Make it available in stores, stay away from auto ship, shop for it online, anything, just do not withdraw money from accounts and make it an ordeal to change one's mind.
Posted on 1/4/2012
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Over charged for a product never received
Thank you for refunding my money to me!
Posted on 12/23/2011
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Thanks for a speedy resolution
Thank you so much for helping me resolve this issue. I felt like I was trapped and afraid that this company was going to continue to take money directly out of my account whenever they felt like it. I have definately learned to be more careful about who/what I buy. I also had no idea that I could actually review company's on your website.
I also appreciated the fact that my case was given personal attention. Made me feel like someone really cared.
Thank you so much! Anytime anyone has any problems with a business i will recommend they file a complaint with the BBB.
Sincerely,Lindsay Wimer
Posted on 12/20/2011
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proactive
s a proactive customer, and very upset with the call center. because they charged my account but didn't ship the product. i called to cancel the
account and get a refund, after a long phone call and much frustration, the csr agreed to reverse the charges and cancel the account. i did see that they refunded my bank account so that was the end of it. until just this morning when i was checking my bank account, and to my surprise that it was
another $39.95 charge from proactive, still no product. I called the call
center and again reiterated my frustration in hope to find some relief that it was only a mistake and hoping that they would reverse the charge asap,after all it is around christmas and i don't have a lot of money.
Boy, was i surprised with they way both the csr and supervisor dealt with me.
they were rude unprofessional and told me that i had never told the previous csr to cancel the shipment in other words saying that i was lying. i asked the supervisor to email me a cancellation so i would be at peace; however,
he refused to do so because his call center doesn't have the capability to send emails. according to him i have to wait until the system decides to generate an email.
i hope i get some help from this website, because i'm afraid that proactive will continue to take money out of my bank account because they have my debit card information....i know that this is illegal, but apparently this company can get way with it. what a shame!!!!!if i don't get a quick response from this website i will wright a letter to the attorney general of pa and see what can be don.
Posted on 12/20/2011
Business responded on 12/20/2011
Dear Sandra,
I read your review on Trustlink and would like to follow up on this matter. May I ask you to send me an email to customerservice@guthy-renker.com. I'd like to understand what has happened and find a resolution to your satisfaction.
I am very sorry you had this experience.
Kind regards,
Tom
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Dispute resolved
I am satisfied with the resolution to the issue I reported. I also appreciate how timely the resolution occurred.
Posted on 12/17/2011
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Happily Ever After
I must say that I am very satisfied customer. After my complaint made it to the right people, this company has redeemed themselves with flying colors. I am very impressed with the speed and ease of resolving this matter. My problem was a classic snowball effect of one lost shipment that directly affected the future services. I truly believe that this matter was caused, not by the company I was doing business with, but the carrier who let the ball drop. It is unfortunate that I was unable to do business with this company, but I can honestly say that I am leaving the door open for the future. Well done Guthy-Renker.
Posted on 12/12/2011
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