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| Word Smart kept billing me for CD's and mailing them to me when I thought it was a backorder. Contacted and they said I agreed to getting extra CDs. |
| 14th of Nov, 2011 by User646722 |
| Wordsmart salesman calle me at home and said that that he knew that I was getting ready to have a senior in my home. I told him yes and I was concerned about her doing good on her college entrance exam, ACT. He said that he had a great program that would raise her score 4 points. I proceeded to listen. He said that it was a 30 day money back guarantee. I agreed to buy the kit for 170.00. He then got my credit card information and said that I would receive a kit in the mail. I received the kit and it had 6-8 CD's in it. The activities were good but nothing like what the ACT tests you on. There was a CD case to put the CDs they went me. A month later I received another CD in the mail. I just assumed that it was just a back order. Didn't think anything of it and when on about my business. Then the later part of September I looked at my credit card and realized they were billing me for the CD. I saved the CD's and didn't open them because I was going to contact the company and find out the place to mail the CD's back that were mailed to me. I called several times and got an answering machine and left a message. I finally got a hold of someone and they said that the salesman told me that I would receive my package in a "continuity". I don't remember him saying at all when I purchased the kit that they would be sending me new CDs every month for 40.00. I asked them if I could send the CD's back and they told me that they would just ship them back to me. They said if I didn't want the CD's I should of called and cancelled getting the CDs. I told them I didn't even know I was supposed to be getting the extra CD's and that I definitely didn't know I would be getting billed an additional monthly charge for the CD. We went back and forth disputing. I don't even feel comfortable that I cancelled a membership that I didn't even know I was supposed to cancel. I just thought I was supposed to pay the one time fee. Now if they keep sending me CD's they keep charging. I want them to stop and want my money back!!!!!!!!!!! |
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User 646722
I am sorry to hear that you were surprised by your second WordSmart shipment. It is true that WordSmart has a 10 disk series and many of our customers want to receive more than their initial product so they are set up on a monthly shipment program. This program is completely optional however and can be stopped at any time during or after the 30 day trial period. There is no commitment or requirement to participate in the monthly shipment option. Our customer service department is available every business day until 5:00 pm Pacific Standard Time and can cancel this service if needed. If you received a voicemail message several times perhaps you were calling outside of business hours. We do return all messages of course, but it is best to call during business hours so you can be sure to talk to a live person and we can help you with your account.
Our sales calls are recorded and our customers are always informed of the optional future shipments at the time of the order. If we ever find that a customer was not clearly informed of the future billings we are happy to process a refund. If you would like to have your sales call reviewed please call our customer service department at 1-800-641-9673 so we can look into this issue for you. I am confident that our sales person did inform you that if we did not receive a cancellation request we would bill and ship the next product, but if that did not happen we will issue you a refund. It is very important to us here at WordSmart that the parameters of the orders are clearly explained during the sales call. Of course, the information on the future shipments was in writing multiple times in your first package, including a sticker on the outside of the Priority mail box so that even if you did not open that box you would be reminded that something was going to be sent. We firmly believe this information must be given verbally as well.
If you pass your trial period and other products are sent then yes, per our policy those products are not refundable. This is because each of the monthly shipments has the exact format of the initial product you received. This means you know what you’re getting, before you get it, how much it will cost, and when it will come. If you do not want any others we just ask that you call for a one time cancelation request. These monthly shipments can be permanently stopped at any time. You mentioned feeling uncomfortable that the monthly shipments were stopped even after talking to someone. I’m sure that you did not receive any other billings since this complaint was issued so you now know you were canceled at that first request. We are always happy to send our customers an email confirmation for your records.
WordSmart Customer Service |
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