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Two Problems with Hydrolyze: It didn't work for me; Their 30 Day Trial and Return Policy are not fully disclosed
Posted by on
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.
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User Replies:
MSCANTBEWRONG on 10/07/2009:
If you have to pay up front or provide a credit card number then the offer is not free...ever...
Anonymous on 10/07/2009:
.....What PT Barnum, said.
Anonymous on 10/07/2009:
"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?!"

Because they want to sell their product.
PepperElf on 10/07/2009:
I hate to say it but, as much as I think this product is a scam, they do NOT hide the fact that the "30 days" starts from when your product is shipped.

I've never been to their site. I JUST went & hit "Click here to order now"

the FIRST link on the page is the product guarantee.

"Your Hydrolyze order is Guaranteed for 30 days from the day you place your order. If you are unhappy with Hydrolyze for any reason you may return your order for a refund less a $7.95 restocking fee plus expedited shipping fees and insurance, if any."

I think that's pretty clear.

not sure what they do on the phone, if they ramble it off quickly (people do tend to zone out on those in my opinion)
Eloise on 10/07/2009:
This isn't something new. If you order something on X, and it ships on Y. The Y is the date you begin your ownership. Everyone does it that way including; Amazon, All Gap owned Stores, Naturalizer, Lands End, Sears, and the list goes on. How else would they do it? Sorry, but that is standard operating procedure. Can anyone think of a company that doesn't do it this way?
dan gordon on 10/07/2009:
I'm sorry but I bought it and returned it. They were very clear on the phone and by reading reviews on here I knew what to due to get my money back. Of course its a scam and misleading but the info was given pretty specifically when I ordered it.
justagrrl on 07/02/2012:
the old bait and switch ...report them to the BBB
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Product decline and bad customer service
Posted by on
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!!!
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Weedwhacked on 11/02/2010:
Is this stuff supposed to make you look younger? I've never heard of it.
Alain on 11/02/2010:
You cut them a break in case they fixed their product and for that they treated you like spit. Nope, I'd never use them again.
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Filing a Lawsuit
Posted by on
NEW JERSEY -- Why do we all filing a lawsuit against this company? I had the same experience - they keep billing my card and I can not stop it.

There is also a small claim court in NJ. They have to pay lawyer or return your money back.
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Venice09 on 03/23/2011:
I say go for it!

I read that these products are going to sold on the Home Shopping Network. If that's true, they will have to clean up their act. I don't know if HSN would take on a company with such a terrible reputation.
Anonymous on 03/23/2011:
Really Venice? Wow. I have ordered HSN stuff before and have thought they normally have great service, but I would think twice about ever ordering from them again if they were supporting this company.
And to Natashi - did you contact your bank or credit card co to let them know what is going on? I would talk to them asap, because they can stop the charges, and you can dispute the past charges.
Anonymous on 03/23/2011:
Consider closing out that acccount Natashi and opening a new one.
Venice09 on 03/23/2011:
Yes, Nicole, I read or heard it somewhere, and I can't imagine HSN letting this company in the door unless they start having better customer service. I used HSN a long time ago and the service wasn't that good, but there are a couple of skin care products I still order on a regular basis, and the customer service has gotten much better. It also makes me think that Hydrolyze is a decent product but that the company is shady. So maybe things will change with HSN looking over their shoulder.
Anonymous on 03/23/2011:
Hey Venice, hope that you are right and HSN will get them to have better service. I also order some skin care products, and a few makeup items. Not sure if this is the right spelling, but theres a dermabrasion scrub from Dr. J Graff that is great.
Venice09 on 03/23/2011:
I've never tried Dr. Graf's products, but I have been using Signature Club A Five Essentials Cream for years, and not only is the BIGIF a bargain, but it's perfect for my skin. The two jars equal nine ounces (including eye cream) and last around six months. I use the meltdowns too, but I always buy the products when they're BIGIF. Can't beat that price!

I'll take a look at Dr. Graf's products. I need a different cleanser for the summer months, so maybe I'll give her products a try.
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Target Card
Posted by on
BROOKLYN, NEW YORK -- I was promise a Target card I have yet to receive. Waiting on my Target card, but the product does work well.
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User Replies:
Skye on 02/25/2011:
When you called them, to ask them where your Target card is, what did they tell you?

Is this a promotion they are doing, for buying this stuff?
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