WEN by Chez Dean

I placed an order for 2 sets of product for a promotional price with a coupon. They said call back any time and reorder up to 5 sets off orders per coupon. I was never told to keep the coupon code for the next call, I assumed it would be on file. They also lock you in a 30-day auto-shipping like Proactiv unless you cancel it. I liked the product and tried to re-order but was not given the promotional price as the first two. I didn't have the code so they wouldn't honor me the price of $29.99.

They claimed their system didn't save the code for future orders. I explained I had not yet canceled the order trial and if they could honor that scheduled shipment (30 days recurrent) to come out next at that price since the offer was still going on. They said no. So I asked them to cancel the order because I could not afford regular price. Later I received a package with their name on it and a transaction debited from my account. So I called them and explained, the rep was nice and said, "No problem, our apologies. It was never canceled last time but we will do so now. Please return the package.", and a return receipt number was given.

I have an illness that limited me from functioning for months. I never opened the package. Once I returned the package, it was several months later and I was assigned to their collection company NSA in Columbus, OH. When I made sure they had received the product back (via certified mail), I called them (WEN) to clarify my account was closed and cleared and to request they notify the credit agency due to their request for payment. They told me that even though I had returned the product, because it was not during their return policy time frame, they could not clear my account and I still had to pay the collection agency $179.70. That once that was paid they would mail me the product again.

I told them, "No, thank you", I didn't want the product and they didn't owe me any money so no refund was expected (they kept using the term refund). I didn't want to see the account on my credit report and didn't feel it was ethical for them to say there was nothing they could do but have me pay it anyway. I spoke to Sandra (Rep) then Susan (Manager), then Ryan (Account Specialist) who all told me the same thing. I was very firm and made it a point I would take legal action due to the unfairness of the matter and finally Ryan said he would dismiss the charge and clear me with the collection agency.

If he was able to do that for me in the end why did they all lie, and worst of all how many people have been scammed into paying for their account balance even when the product was returned. I never signed to an agreement on their return policy. I don't know much about laws but it's alarming to find this may be possible.

WEN hair care system. It is advertised on TV for $29.95, and when you call, they are spewing product size increases, longer supplies and prices to sound like you are getting so much more so little less! Wrong. This product made no difference in my hair and I was going to just let it go as a bad decision until I realized I was charged a total of $112.19 for one extra bottle!

WEN is sending out false advertisement. When I spoke to the representative to order the WEN product, I specifically asked her if there was automatic billing involved, and she advised that there was not. I explained to her that I would like to try the product out first to see if I like it. She advised me that I would only be charged the $29.95. However, I received an invoice of $104.95 and was totally outraged because this is not fair to myself or the consumers. This is totally false advertising. This situation needs to be addressed as soon as possible.

In December 2009, I purchased hair care products from Chez Dean. The product did not work for me. On January 30, 2010, I received a shipment of product; and my credit card was billed $97.84. I called the customer service center on February 4, 2010 and spoke with Scott. I asked that customer number ** be cancelled, as the product did not work for me. I stated that since I knew someone who did like the product, I would keep this shipment and requested that no other charges be billed to my credit card.

On March 31, 2010, I received another shipment; and my credit card was billed $97.80. I again called the customer service center on April 8, 2010 and spoke with Karen. I made a second request to cancel the account and stated that I would like to return the product. Karen stated that the account was cancelled and that she would like to send a sample of a different product free of charge.

On April 25, 2010, I called customer service center to confirm that a credit had been issued to my credit card. I spoke to Marcella and was told that the credit was issued on April 2, 2010. I explained to her that I did not return the product until April 10, 2010. At that point, the telephone line was disconnected. I called back and spoke with Alexis to confirm that the account was closed and that a credit be issued and that my concerns be escalated to a supervisor. I was told that since it was Sunday (4-25-10), it would take three to five days before I could get a call back.

I don't expect to get a call from anyone at Chez Dean. It is obvious that Chez Dean's company motto is "Promise the customer everything, but give them nothing." I am requesting that Chez Dean issue a refund to my credit card account in the amount of $97.84.