JERSEY CITY, NEW JERSEY -- I sent for a "free" sample of Hydroxatone and was charged $70 for it! When I called the company to return the second delivery of it, which I did not request, and to get a credit for the over $150-charge to my credit card, I received lengthy directions: MAIL ONLY RETURN RECEIPT REQUEST WITH A LONG RETURN # ON THE ENVELOPE. THEN EMAIL THE TRACKING # TO THEM. I was told by ** that he was sending, as we were speaking, an email to me by which I would enter the "tracking #" from the mailing slip so they could follow the return.
They NEVER sent me an email. I did as I was instructed anyway and decided to email the number through their "firstname.lastname@example.org". That address was refused as no such address exists! I will be calling my credit card to explain what has happened and see if they can get in touch with the company. I was assured by ** that once I sent the tracking # my account would be cleared out and I would not have a balance. How do I do that, if they don't exist?
JERSEY CITY, NEW JERSEY -- Hydroxatone, its support and its Management sucks. I tried this product for 30 days and it didn't work so I returned it, however they will not give me a refund. In the meanwhile they're shipping more products to me and then charged me again for the products. I've called several times a week and I'm not able to speak to anyone. I'm usually on hold for about half an hour at a time, finally, after one week of straight calling, I was able to get someone on the phone after 45 minutes of waiting.
This guy ** was very rude and dismissive. I told him I was calling about the product being returned for a month and I have not seen any refund. He said yes he saw the return and is that all I'm calling about. He was not able to give me any answers to my questions about the refund and when I asked to speak to a supervisor, he said "I couldn't". He kept putting me on hold, I guess to speak to his supervisor.
I'm going to have this company investigated for fraud. It's ridiculous that a person cannot speak to a supervisor if they're not happy with customer service, I've never heard of this before. DO NOT TRY HYDROXATONE!!! You will be sorry, it's nothing but a scam and a headache to get your money back.
My complaint is Not about the effectiveness of Hydroxatone. My complaint is the confusing and complicated supposed "free trial offer." When I called to order I was given an 800 number if I chose to cancel any future orders. I called that number the following day, talked to a person who told me it had been cancelled. Then when I received the product in the mail the paperwork said I had 30 days to cancel. Since I had already cancelled I didn't bother to call again. I received my credit call bill over thirty days after I received the product and I had been charged for the Hydroxatone! I then read the invoice and saw the 30 day cancellation policy but I knew that I had already cancelled!
The information I got when I called to get the product was that I could cancel "anytime", which I did, the following day after I ordered! When I got my credit card bill, I called the company and got the total run around. I told the representative that I had cancelled, but she kept asking me if I had read the invoice that came with the cream. I told her "Yes, but I didn't call because I had already cancelled and thought it didn't apply to me". "No, you have to call within thirty days AFTER you receive the cream" she said.
I also told her that "If I'd realized I was going to be charged I wouldn't have bought the Hydroxatone in the first place because I thought my products were just as good if not better and cost half the price". She said I had to use the Hydroxatone at least 8 months to get results for comparison!! She refused to understand what I was telling her and refused to credit my charge card. She offered me a store credit. I told her I would not be buying any more Hydroxatone, not because the product wasn't any good, but that the shipping policy and free trial scam was grossly misrepresented!
If I had liked the cream I would have reordered on my own, and that is exactly what I told the first person that I talked to when I asked her to cancel any future orders. I will NOT be ordering Hydroxatone in the future simply because of this "free trial" scam. Too bad because the face cream seems to be a good product.
SACRAMENTO -- I saw an ad for 30-day risk free trial of Hydroxatone anti-aging cream and decided to order it. The person I spoke to said they were also offering a free travel publication that included coupons and bargains, so I told them to send it. I was told I would be only be charged for shipping and handling. (I was naive enough to think I would receive a small amount of the cream to use for 30 days and could make a full order if I liked it.)
I received 2 large jars of the cream. An insert explained that I needed to return the jars within 30 days or I would be automatically billed $69.95 for the cream. I knew I didn't want to pay this amount for ANY anti-aging cream, so I immediately called the company on 6/24/08 and cancelled my account. Fortunately, I read several complaints online about this company's tendency to continue billing customers and claim that they didn't receive the returned jars. So, I paid extra to get a "Delivery Confirmation" receipt from the post office. I sent the jars on 6/28/08 and confirmed through the post office that they received the jars on 6/30/08.
Well, you guessed it, a charge for the cream was billed to my account on 7/28/08 which I am now disputing. In addition, 2 publications, "Easy Saver" and "American Leisure" appeared on my account with bills for $16.95 each. When I called to ask who they were, the person told me I signed up to receive the magazines (which I never received) when I ordered the free trial of Hydroxatone cream. Fortunately, she refunded the charges. This is such a scam! Don't fall for it.
MEMPHIS, TENNESSEE -- I ordered a free trial of the Hydroderm lip enhancer to try. I had previously ordered trials of the firming lotion and wrinkle serum that were offered. Although I was pleased with those products I didn't reorder and canceled any future shipments. This was only due to the price and the timing for me financially. Considering the confidence I had in the product I didn't really hesitate to try the lip enhancer. My fault for unconsciously thinking it was all the same company. Considering that it was an email offer I had received as if it were all the same.
Anyway, this particular product was horrible. It turned my face RED 1-2 inches past my lips and stayed that way for several hours! I have never had any type of reaction to a skin care or beauty product. I, by all means, don't have sensitive skin. I let a few of my friends try it and they too had the same results. Needless to say they won't be ordering a trial! I canceled my trial and any further orders just as I had done with the other products. I was still billed twice, once for my order (the canceled one) and the other for the "unused" tube.
I called customer service to inquire, which is where my little trip to Hydroderm Hell began and ended. For starters, I simply ask about the charges. I wasn't upset at all at this point. The ** representing customer service immediately had an attitude and talked to me like I was some ignorant child. "Did you not read all the fine print?", "it was all there for you in black and white!", "and your wondering why you were charged?!", all this right after asking about the charges. Livid doesn't even begin to describe it! I totally understood what she was saying and was OK with it, had she said it differently.
I asked to speak to a supervisor mainly in hope of better phone manners. Her reply was "do you really think that if you talk to someone else you going to get your way?" AAAAHHHHH!! I'm a pleasant and non-violent person BUT if I could have reached through that phone... I got the supervisor with better phone manners and received the credit for the order made after my cancellation but not on the charge for the "unused" product. It didn't make sense that you would have to return one "unused" and not the others. I was even mistakenly charged for the firming lotion but received refund with no trouble at all.
It's unfortunate that one ** can put such an awful stigma on a whole line of products. I'm aware now that there are many different companies that market and handle these products but the Hydroderm company in Culver City CA on Higuera St and Playa CT just for rudeness and degrading the rest of the company, should be shut down. The ** I encountered doesn't need any contact with the general public whatsoever.
In finishing with my little tirade, I have never in my life been so put out with a product. I see now that there are others who share my grief and I only hope that people such as her don't negatively affect a company that at one time I had planned on using again despite the price.
JERSEY CITY, NEW YORK -- I felt that I was tricked into a receiving a miracle cream, Hydroxatone for $2.00. After getting my credit card details to pay my $2.00 postage .. the account came up as an $139.90 total amount in which they will keep sending the products and bill for creams in which I do not want, I just wanted to try the free?? sample I have tied to contact by phone several times but to no avail. the phone no are 001180023587491. which is a Jersey city in the USA . I live in Australia and can imagine the cost of the calls.
I sent for free sample, they rang me and said it is in USA so I canceled order. Then I see my credit bill $1.99 but next bill they took $69.95 I have written them and told them to stop, today I got home to find a package from them I have not opened it but I am betting there is going to be another charge on my statement from them which I can't afford, so wanting to try free sample only is sending me broke and giving me stress. Someone needs to stop this scam they are doing robbing people who only want a freebie to try THIS SCAM NEEDS TO BE STOPPED AND MONEY RETURNED TO PEOPLE
SCAMVILLE, NEW JERSEY -- I tried "free sample" from Hydroxatone and I did not like the product. I called and after being very affirmative that I did not want to order this product or pay for it.!! I was told to return product in timely manner which I did. I just checked my bank account and I was charged for the Hydroxatone face cream that I only used 1 time. I returned this product with 2 full jars and the toning lotion that was sent to me. I am shocked that I was treated this way and I want my money back!! I just recently went on disability and I explained this to the customer service agent I spoke to. I didn't like it and I couldn't afford it. I can't believe this company treated a disables woman on a limited income this way during the Christmas season no less!!
I will get my money back if I have to go to the Better Business Bureau, the Federal trade commission, the Attorney general, or my local congressman. This is Fraud. I was scammed. Don't try this product!!
LOS ANGELES, CALIFORNIA -- I never observed the results promised in their advertisements. Furthermore, you can purchase products containing the same or similar ingredients, at your local drug store and probably for a lot less. On another note, I purchased the product through a trial membership. Because the product proved ineffective, I called to cancel. I was told I must return any and all bottles sent to me during the trial. I had received 2 bottles and finished 1 and thankfully, had yet thrown away the bottle I had finished using otherwise I would have been charged to "continue" the product. Their cancellation policy is what says more about the character of the company than even does their product which clearly doesn't live up to their hype. Clearly returning the products allegedly paid for during the trial is inconvenient, petty, and suggests this company knows nothing about building relationships with the public.