ComplaintsforNeuEve, LLC

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had stopped the auto subscription in January 2024. I then received an email with charges and information about another package being sent to my address. I had emailed the general email ******************************* Feb 02 stating of what had happened. I was assured I had cancelled membership correctly not to worry, this was the last charge on my credit card. I then received another email in March that another charge was done. I immediately reached out to the company and received an email back from Dr. ****** that no return would be made. The purchase was done without my approval and I would like my money back. If the company made an error, this should fault on their side not on the consumer side.

  Business response

  03/19/2024

  Dear BBB,
  This customer has placed 5 orders with us, totaling 7 items from November 3, 2023, to January 25, 2024. This suggests a satisfaction with our products, as evidenced by her repeated purchases. Our records indicate that she first requested cancellation of her subscription on February 2, 2024, which we promptly processed.
  Consequently, her last order was placed on January 25, 2024, and there have been no charges or shipments since. Despite her claim of being charged twice post-cancellation and demanding a refund, our records show no active account or charges after January 25, 2024.
  We previously encountered a similar complaint. It was discovered that the customer had subscribed to a product on Amazon and forgotten about it. The confusion arose when Amazon issued a letter regarding monthly charges, which the customer mistakenly attributed to us. It's possible this customer may have also confused us with another vendor. We recognize that our clientele, predominantly aging women, might occasionally overlook their orders. We understand such mistakes can happen easily and extend our forgiveness to this customer for any confusion.
  Best regards,
  ***********************, President
  NeuEve LLC

   

   

   

   

   

• Initial Complaint

  04/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Company has a 100% Satisfaction Guarantee Policy, which states a refund will be given if I am not 100% satisfied with product. Their Return Policy states "no returns are accepted." I was unsatisfied with the product. I sought to claim my refund. Company is refusing to refund me without sending the remaining product back to them. They are withholding my refund pending return of the leftover product. This is unfair business practices, where Company has changed its policy after I purchased the product. I demand a full refund and for the Company to honor their 100% Satisfaction Guarantee, Refund Policy, and Return Policy. They are making me jump through hoop after hoop trying to get my refund. Company is dishonest and provides false sense of security in purchasing product worry-free. How can a company advertise a 100% Satisfaction Guarantee and No Returns Accepted Policy, but then they rebuff the customer at every turn when the customer asks for a refund. Company takes advantage of customers by not honoring their own advertised Policies.

  Business response

  04/25/2022

  Dear BBB officer:
  
  Thank you for contacting us and sending us the customer's complaint.
  
  There might be some misunderstanding on our satisfaction guarantee. I would like to provide explanation.
  
  Our products are for women's self-care for relieving minor discomforts. Helping our customers to find relief is our top priority. We have been in business for 8 years and have had over ******* satisfied customers.
  
  Sometime a customer might have used a product incorrectly. This can be easily fixed by helping them troubleshoot the problem and using it correctly. Thus, we provide steps in our satisfaction guarantee to offer help. These are listed on our website (https://www.neueve.com/policies/refund-policy) and below:
  
  Steps to get Refund:
  
  1.Please email ***************************************.
  Include:
  - Age
  - Menopausal Status
  - Severity of each symptom (on a scale from 1-10)
  -Any medications you're currently taking
  
  2. *************************** will give you personalized recommendations. For certain situations, we will create a special product just for you.
  
  3. If ****************** advice or formulations failed to help, then we will give you your money back.
  
  We followed these steps and discovered that she was using the product incorrectly.She has a mixed infection of ** and yeast. Our product ** Clear is for clearing **, but not designed for clearing yeast. We recommend that she use the ** Clear in combination with a yeast clearing product like Monistat-3 to help her clear a mixed infection. If she could follow the recommendation, her mixed infection might have been cleared.  But she refused to follow the recommendation.She demanded a full refund as we offer a 100% money-back guarantee.
  
  About refund for an unsatisfied product, our policy limits one box of product per customer. The wording is listed below:
  
  Requirements for Refund:
  You have fully finished using our product for 30 days and have seen no progress.
  You have contacted our medical team and honestly tried to follow recommendations.
  Limited to one box (excluding $10 for shipping and handling) per customer for life, to prevent abuse.
  Limited to full-priced purchase only. Special discount deals, including subscription and bulk discount purchase, are not refundable.
  This offer is good for 90 days from the date of purchase.
  
  She did not follow our recommendation. This would disqualify her for the guarantee.But we still agreed to offer her refund by making an exception for her.
  
  A limit of one box is necessary. Otherwise, a customer could purchase 100 boxes of the product and says that she does not like the first box she used. Then,she can ask for refund of all 100 boxes.
  
  This customer purchased 3 boxes of the product. She only used 1 box and there are two boxes unused. Our satisfaction guarantee covers the first box that she has used. She does not need to return that one as it has already been used. The two unused boxes are not covered by the satisfaction guarantee. But she wanted to get a full refund of all 3 boxes.

  We allowed her to return the unused two boxes that she would not use anyway to get refund. She requested a prepaid return shipping label, and we provided her the shipping label.
  

  
  She can return the two unused boxes of the product at no cost to her to get a full refund. We think that this arrangement is reasonable.
  
  All other customers are very happy when we helped them. This customer is the only one who refused our help and filed a complaint to BBB.

  Recently, this customer has returned one of the 3 packs that she purchased, and we have refunded her the full purchasing cost of 3 packs through PayPal. 
  
  Thank you very much!
  
  Best regards!
  
  The NeuEve Team

  
  

  Customer response

  04/26/2022

   
  Complaint: 17060351
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩