Nouvebelle and Bellesse Product Scam
Friday afternoon, while I was trying to
handle two forest fires that I was quickly losing control of, (my euphemism for
work situations that move from low on the totem pole, to where the entire pole
is engulfed in flames), I received a phone call from Fraud Detection which my
Credit Union uses to protect its members. It wasn’t clear to me at that point
what was happening when I was told there were two suspicious charges on my
credit card. The names of the companies mentioned were from charges made back
in January, but it seems I was being re-charged. The person suggested I call
the company and gave me a number.
When I arrived home, Mary mentioned
that the Credit Card Fraud Detection had left a message and gave a case number.
Now, when I heard the words “case number” my little antennas started twitching.
So I decided to call back and get the whole story since I wasn’t too attentive
to the earlier call. Remember, forest fires were blazing wildly when I took
that earlier call.
Well, I made the call and things
quickly changed from “that’s not a big deal” to “oh shit, hundreds of dollars
are being charged on my credit card that I know nothing about”, in a span of
less than 60 seconds. As I started to panic the nice voice on the end of the
line explained to me what was happening in a very calm soothing voice. She
told me her name was Rhonda.
Well, it seems my midnight trolling on
the Internet back on January 24th, bit my “credit card wallet” big time. I had
found a page about “Nouvebelle” an anti-aging face cream that I could get a
“risk free trial” for only the price of shipping ($4.95). The page also
suggested getting “Bellesse,” a Vitamin C anti-aging eye serum that worked well
with “Nouvebelle.” That sounded awesome to me, since those deep wrinkles around
my eyes were growing bigger every morning that I look into the mirror. Oh yes,
that too came with a “risk free trial” and the shipping cost of that product
was $6.95. Hey, it sounded like a great deal at 1 a.m.
Rhonda, the nice voice on the phone,
explained to me that in very small print somewhere on their webpage was a
disclaimer explaining that I was joining a membership program in which I would
automatically be charged monthly for the company’s products. Now, this would
happen through the credit card that I so willingly typed in on the website for
the shipping costs of what I thought were “free samples.”
Yikes! And, the
monthly cost for “Bellesse” the anti-aging eye serum is $92.74 a month while
the “Nouvebelle” anti-aging cream is $97.83 a month! On top of that, there was
another charge on my credit card from a company called “Eyes Awakened” that I
never heard of, much less ordered, and they are based in the United Kingdom.
The other two are based in New Jersey.
Rhonda mentioned that it is not unusual for these companies to share credit
card information with other similar membership programs. I asked what I could
do and Rhonda mentioned several options. I could dispute the charges with the
companies involved and also with my credit card company and I could cancel my
credit card. She mentioned that the United Kingdom one was going to be a tough
nut to crack (not her exact words, mine sound better). She’s right, because if
I tell them that Governor Christie is a relative that won’t mean a thing to
them but it might to the two companies located in New Jersey!
Somewhere in this phone call I had
Rhonda chuckling because I kept saying over and over “Mary, my partner, is
going to kill me.” By the way, Mary had warned me that trolling the Internet
wasn’t a bright idea. No shit.
Rhoda – Thank you so much for educating
me about reading the small print and telling me the options I have available to
get out of this mess. You were so patient with me. I promise, no more midnight
trolling on the Internet! And, as you can tell, Mary didn’t kill me after all,
but she is shaking her head a lot.
I called my credit card company and
canceled my card. I agreed to fill out a dispute form regarding the
transactions that I didn’t make. I was also told to call the companies to ask
if they would reverse the charges made on my card.
I called the number for
the United Kingdom group that I was given earlier in the day, the recorded
voice said to have the credit card I placed my purchase with available to give
to the customer service representative that would soon come on the line. Are
you kidding me??? I hung up.
So last night around 5:30 p.m., I was
trying to get up the nerve to call the other two companies. I was waiting for
Mary to get back from the store with a bottle of white wine before I called.
Well, after enjoying the wine, I decided to wait and call them on Monday. And
they most likely would be closed for the weekend anyway, right?
Finally, I
called the company with the number that I was given by the Credit Card Fraud and ended up
talking to Austin. I told him I didn’t want to pay for either product and he
said I would have to return both products to get a refund. I was told that I
had to mail each product separately to Healthy Essentials which is located in
the United Kingdom. Austin kindly gave me the mailing address for a P.O. Box in
West Lothian, United Kingdom. This is where things started looking fishy since
both items were mailed to me in one box and they were mailed from within the
U.S.
With
all this information, I went off to mail them. Here is where it got real
tricky. To send my two packages to the United Kingdom by UPS was going to cost
about $60 each and, oh by the way, UPS doesn’t deliver to a P.O. Box. Isn’t
that convenient? And I’ll bet their marketing department knew about that loop
hole. And, if I went through the Postal System, it was less expensive, but I
would need to fill out a U.S. Customs Form for each package.
At
this point I gave up in sheer frustration. I figured it was a lost cause. Why
should I spend a lot of money on postage or try to negotiate filling out Custom
Forms, when I didn’t even know if I’d ever get back the $200.57 charged on my
credit card? (Actually, I believe this is also part of the company’s marketing
strategy). If a person is given a complicated process, she might just give up
and not fight for a refund.
I
stewed for several hours. I then looked at that product boxes and I
noticed that the two 800 #’s on them were different than the one I was
originally given by the Credit Card Fraud department. Also, the one box was
labeled manufactured for Nouvebelle Skin Care, 419 Cedar Bridge Ave. Lakewood,
NJ. And the other was manufactured for Bellesse at the same address. Yet, I was
given the address for the United Kingdom and that company was named Healthy
Essentials.
Then I
called one of the 800 #s and spoke to Melody who, I found out, was talking to
me from Florida. Wow, I’m now dealing with a company with offices in New
Jersey, Florida and United Kingdom. That’s impressive. I explained to Melody
what Austin had told me and she agreed that sending the two items back to the
United Kingdom was my only option to get refunded especially since I kept the
products past the 14-day return policy.
What return policy? She mentioned all
of this was in the terms and conditions which I failed to read because I didn’t
know there were conditions on a “free risk trial.” Also, remember I
mentioned that the ad for Bellesse said that I only had had to pay for shipping
and I would get a 30-day supply? I never saw anything on either webpage that
said anything about 14 days.
At
this point, I am really annoyed and I start asking Melody to slowly repeat what
she had told me because I was trying to write it all down. I explained that I
wanted to get all the details so I could write about this experience on my
blog. After that comment she put me on hold for several minutes.
When she
came back on the line she offered me a refund of $140. I’m no fool. Well, yes I
am, because I got myself into this mess in the first place. I said yes, that I
would accept that amount as a refund. Melody informed me that my credit card
would get refunded within a week. Several days went by and the $140 was
credited to my now closed credit card account. Yippy Skippy!
Lesson
learned. Never troll the Internet at 1 a.m. without reading the terms and conditions
of whatever items you are purchasing. And anything that says “free risk trial,”
tread carefully.
Ah…
what price beauty?
Until the next time...