NEW YORK, NEW YORK -- I ordered their product on May 18th, 2009, but I didn't receive their product until May 29th, 2009. You have 30 days to test their product, but here is the catch...the 30 days begins THE DAY YOU ORDER THEIR PRODUCT. So, if you decide that you don't like the product for whatever reason you may want to cancel, but if you haven't called within the 30 day period from the date of purchase you will most likely NOT get a refund AND no matter what they tell you on the phone or put in writing in your shipping box, you'll be billed the entire $179.80 over a 60 day period. In my case I documented what I was told and not only shared it with the tele-sales representatives at this company, but sent that same documentation to my credit card company. (I have it on file!)
It turns out that this company operates under a confusing and deceptive 30 day trial and 30 day return policy because they don't point out the difference between the two 30 day conditions. On their website you'll find this small print: "*Product is free to try for 30 days. Pay today only a small shipping & processing fee. Customer responsible for return postage. Results based on independent study." The small S&H fee is $12.95, by the way. The return postage being my reponsibility is no big deal, BUT NOT BEING TOLD WHAT THE 30 DAY RETURN POLICY IS AND THAT YOUR 30 DAY TRIAL BEGINS THE DAY THE PRODUCT IS SHIPPED IS a big deal! Why not just be clear and fully divulge this on the phone and in the shipping materials?!
The 30 day TRIAL conditions are stated in writing in the box they ship you, but their 30 day RETURN POLICY isn't. It isn't provided to you on their radio ad, over the phone from their representatives, or in writing inside the box you get; you have to go to their website to get that, and if you didn't buy this from their website WHY WOULD YOU GO THERE??? It's confusing and unreasonable to withhold decision making information so that you'll FAIL in your attempt to cancel the autoship billing and in trying to return the product for a refund. If your product is that good (the claim you make on the radio) then why make it seem like you're trying to cover your butt?
My original problem, and why I sought to return the product, is that I didn't see the results they claimed. Also, the cream in the little green container created a mild to moderate burning sensation around my eyes. So, I wasn't happy with it and went through the process of cancelling and returning the product.
As you would expect their representatives treated me well on the front end as a new customer, but as soon as I tried to stop payment or to get a refund for the twice charged $89.90 I was treated as if I was unintelligent. First, I got conflicting information (I have this documented with both Hydrolyze and my credit card company). Then, I got the run around by not being told all the facts about how to return the product or get a refund. The fist representative I spoke to told me when I cancelled on June 19th that I would NOT be charged anything and that I would NOT be receiving anything else. In a subsequent call after I had been billed the man on the phone told me that the previous representative "shouldn't have said that."
Later I was laughed at by a phone reps when I said I was sending the product back. It turns out that even though you may not have purchased their product from their website that you are held bound to the 30 DAY RETURN POLICY which you can only find if you go to their website. So, I ultimately was denied getting a refund because I DIDN'T GO TO THEIR WEBSITE TO FIND THEIR HIDDEN STIPULATION ABOUT THE return policy--and I WAS NEVER TOLD this by the phone reps. How did I find out about the "other" part of the free trial? The irony is that I found out about this hidden point by HSBC's (MasterCard) dispute representative.
If you asked me what to do I'd tell you to NEVER buy a product from a company over the phone --EVER. There are too many loop holes that Credit Card companies like MasterCard used to allow a merchant to abuse 30 day trials and autoship programs. I believe that Hydrolyze is fully aware of this catch 22 situation, but they cannot afford to let people cancel and get refunds so they make it almost impossible to do so.
I have wasted seven hours over the past two months just trying to get through the cancellation and dispute charges only to be rebuffed. It has been insulting and disheartening to have this seemingly nice company behave like I was their enemy instead of a customer.
If I could give them five negative stars I would.
NEW JERSEY -- Until the summer of 2010 I I have used Hydrolyze for almost three years without complaint. Last summer when I ordered Hydrolyze eye cream I was not sent the eye cream but another three jars of the facial cream (that I would never recommend for anyone and I have a Esthetican license)when I called back they took the charge off my card and ten days later I did receive the eye cream I ordered but the consistency was not right and when applied to the under eye area it actually burned- not just me but also a couple of my girl friends who I got to try it, just to make sure it wasn't just me experiencing the burning. I called the customer service line and told them of my experience they sent another order - same consistency and when I called the representative I spoke with said they had received other complaints and to just throw it away if I didn't want it. So I went out and bought another under eye product to use for the rest of the summer. When fall came around I thought maybe it was safe to give it another try -after all we did experience record high temperatures threw out the country and that can effect many cosmetic products - and I ordered three jars of Hydrolyze under eye cream, ten days later nothing had come in the mail and I am forced to go to the mall and buy something else. When I called customer service they wear rude, denide the problems they had with their product last summer and told me to just refuse the product and they would then credit the already charged over a week ago to my card. I THINK THE COMPANY HAS LOST IT'S RELIABILITY IN BOTH THE QUALITY OF THEIR UNDER EYE CREAM PRODUCT AND CUSTOMER SERVICE AND AFTER ALMOST THREE YEARS OF USING AND RECOMMENDING SAID PRODUCT - WOULD NOT RECOMMEND THIS PRODUCT TO ANY OF MY FACIAL CLIENTS OR FRIENDS!!!