Business's response - by Christina Sullivan: Owner ChristinaCosmetics.comon 7/2/2012
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Dear Jenice,
The Christina Cosmetics customer service 800 number has actively been in service since 2006. Voicemails are accepted during regular business hours; Monday through Friday from 9:00am to 4:00pm PST. We do not accept emails as most customers who call will also email resulting in multiple agents returning the same customers call. We find it most productive to use only one source of contact and find most customers prefer to speak with a real person.
Every call that comes into customer service is recorded whether it is answered or a voicemail left. When you said you made 100 calls I ran a report for the number we have on file for you to verify so many calls. I was unable to find one call. If you would please provide us with the number you called from so we may verify.
When you ordered online you had three payment options. Below each payment option it states: “Auto Delivery program included,” or “Auto Delivery program NOT included.” It is never an automatic enrollment; Auto delivery is an opt-in only program! You selected the auto delivery/one payment option for $39.90.
You placed your order and customized your shipment online the same day; 2.24.2012; so that you may allow yourself time to call to cancel. It would be great if we could give everyone the auto delivery price without the auto delivery program. Unfortunately, the offer isn’t set up to work that way. For customers who do not wish to receive auto delivery we offer a “One Time Only” shipment that does NOT include auto delivery for $59.85. The discounted price of $39.90 is only available with auto delivery and requires a minimum of one auto delivery shipment within ninety days as outlined in the Company online Terms of Service. Every customer must read and agree to the Terms of Service or an order cannot be processed. The auto delivery schedule is outlined again at the top of the online customization page. Per your online customization request you received your first auto delivery shipment ninety days after your original shipment.
We strive to make our online offers as crystal clear as possible and each customer experience a pleasant one. Our auto delivery program is a much welcomed asset loved by thousands of our customers! Many of our customers have who have been with us since 2005. There may a few complaints online that have accumulated since 2005. We understand that every company has customers that will not like something about a policy, but we do our very best to improve our customers experience at Christina Cosmetics.
Your account history shows we followed your order instructions to a tee and there were no errors. Once we received your call on May 30, 2012 during regular business hours your account was cancelled.
Your auto delivery return has been received and processed per the Terms of Service.
Thank you,
The Customer Care Team
Christina Cosmetics
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