
Brad of Adelaide South Australia 5068, CO on July 13, 2009
On Sunday 12th July, my teenage daughter whilst surfing the Net discovered the " Dazzlewhite website. This site advertised a " free trial for teeth whitening when the consumer paid only the postage price. She wrongly took my Visa card and gave them all my financial details and said she would like to be part of the " free trial" believing the cost was $4.95 for the postage. On hearing what she had done ( literally no more than 5 minutes later) I sent the company a long explanation as to what had occurred and asked for them to cancel all shipping and refund the $4.95.
To my disbelief they replied saying it ws impossible to stop the shipment and I will be billed for $59.95 for the goods. They continued on to explain that a larger amount will dissappear from my acount each monthas the will continue to send me their product.
I rang the company , but time zones being as they are they were closed.
I went to their website and spoke first to a employee whowas " live help". After an hour two hours explaining what had happened i was told nothing could be done and I was still be charged for the product but future orders could be cancelled. I explained this was not fair as I had attempted from the moment i had heard what had happened to rectify the situation. I spoke to the " Manager of help section, who responded with the same glib remarks that 'nothing could be done".
I spent a total of 3 hours on the Net speaking to this company to try and stop the shipment and have my money refunded as I told them this was in no way a "free trial" and further more their website was a trap where innocent and unsuspecting consumers were being exploited. They referred me to their terms and conditions all the pages of them ( which have never been referred to before or via their website.)
I explained this was simply an honest mistake and it would surely be in the best interests of us all if they just cancelled the order.
After 3 more live chats ( another with a different manager,) they refused to help in any way and told me if I "didn,t like their product to return it for a refund within 14 days." I said that I didn't belive that I could get it back to them in the fourteen days and I woud lose my money as I didn't think the postal service would make it on time. I suggested yet again they cancel the order , this they refused to do. I went on "live chat " again and asked which company would carry the product to me. They gave me at least 5 different carriers. I told them I was not going to go away as I felt I am the one being ripped off here and would be prepared to contact the carrier and stop the order. They tried again to fob me off by saying they may use Australia Post. After further discussion and yet another session on " live chat" they said they would use DHL.
I have contacted DHL in Australia to have the pacakage stopped before it leaves Colorado. I don't know whether or not they will allow me or even be able to do this.
I am still being charged well over $50 ( US ?) for a mistake that surely could be easily rectified.