Ketone premium taken over £100 with no product! HELP!

sophiebj2

Hi all

This is my first time posting on here so please be patient!

I recently (and very stupidly) signed up to a free trial for ketone premium & cleanse premium.
The trial was offered on the basis that you are sent the product via post and if you did not, for whatever reason, get on with it you could cancel and not pay anything. I imput my details but didnt receive any confirmation email which I thought a little odd but after that I just really forgot I'd ordered it and never received the product so assumed the trial had ended or not gone through. I then checked my bank balance on Saturday and found that £75 had been debited from my card to Ketone and today saw a further £37.50 had been paid to Cleanse. In a panic I found their telephone number and rang them only to get an automated service which allowed me to cancel my subscription but not actually speak to anyone! I emailed them yesterday and sent a message via their website today asking for my money back as I had received no contact or product from them yet had paid over £100 to them! I also threatened to take the matter further although I'm not sure what the next steps would be!
I feel very stupid and very conned as I signed up for a free trial and this is not what I got.

Someone please help!
Thank you in advance.

MamaMoo_2

Phone your bank and tell them that money has been debited but that the company has failed to provide any product etc.
See if you can initiate a chargeback.

sophiebj2

Thanks I have rung them and they said they will get back to me within 3 working days to let me know if the dispute has been accepted and I will then get the money credited back to my account whilst they investigate.
what happens if they don't accept or if they are unable to contact the company?
thanks

MamaMoo_2

Well, if you have not received any product etc, then it should be fairly easy to find in your favour.
However, it also depends on the T&C's of the site. Which site did you order from? I'd guess that because you didn't receive any email confirmation or the original product, then you weren't given the opportunity to inspect and then cancel, so that should work in your favour. I'd also assume you have the usual 7 working days under DSR's to cancel from receipt of the item, so even if they do send it, you have the right to cancel within 7 working days from the day following delivery.
Although, this is all just an assumption, and the final say will be with the bank, but I'd say you have a good chance of getting your money back as the Ketone company didn't keep to their end of the contract (samples etc)

sophiebj2

It was from ketonepremium . co . uk they offered a free trial, I only had to pay postage.
The bank said i will have to provide proof if asked for but i have no proof as I received no confirmation email (which after I put my details in it said I would receive a confirmation email) and no product but obviously my statement shows I paid which I guess is all the proof they can expect!
I can't believe I fell for it now just want my money back!

MamaMoo_2

Did you pay/did they charge the shipping & handling fee for the free trial?

sophiebj2

just checked and yes I paid for delivery of ketone premium & cleanse premium although they have the same contact details so i assume they are one, £2.49 each so £4.98 altogether. so really they owe me even more! what if it has been lost in the post, would it become my fault or theirs? thanks for your advice.

somethingcorporate

Theirs for it getting lost and yours for not telling them or investigating it sooner to ensure you didn't get charged the full fees!

This is exactly how companies like this make their money, from the apathy of their "customers" (victims).

dalesrider

sophiebj2 wrote: »

Thanks I have rung them and they said they will get back to me within 3 working days to let me know if the dispute has been accepted and I will then get the money credited back to my account whilst they investigate.

thanks

I don't get that bit.... Other than you must have spoken to someone in the call center and they have forwarded your case to the disputes department to look at, and they will call you back.

Under visa regs retailer has 15 days to provide goods from date of debit. So the £75 & £37.50 cannot be chargedback till then. At that point you would get the money back, but then the retailers have 45 days to come back and contest. In effect they have to prove delivery.

From retailer t/c

1. PROMOTIONAL OFFER

The 14-day trial offer for Ketone Premium capsules and patches includes enrolment in our auto home delivery program, which is subject to the auto home delivery program terms described below.

The 14-day trial period starts the same day of purchase. We do not guarantee arrival dates or times. However, you should contact customer service immediately if you do not receive your product within 7 days after order is placed so that we can adjust your trial period to ensure you have enough time to try the product.

When the product ships, we will charge the non-refundable shipping and handling fee specified on the checkout page to the card you provided at checkout. You will receive an email notice when you place your initial order, confirming your order, your trial period starts the day you place your first order for the shipping and handling.

We also reserve the right to perform an inquiry on your credit card once you place the order, to guarantee us that funds in the amount of £75.00 will be available when the trial ends.

You must contact customer service within the 14-day trial period to cancel and avoid further charges.

If you do not cancel, we will charge £75.00 on the day your trial period ends to the card you provided at checkout and you will continue with the auto delivery program.

sophiebj2

Granted, I should have checked/chased them up! now that I am trying though I can only get an automated telephone service and have not yet received response via email although the auto response gave a timeframe of 72 hours.
I think I did speak to someone in a call centre as when I rang up I was not passed on to anyone.

rpage_2

Hi, I'm in a very similar position. Has anyone been able to speak to a real person?? I've cancelled my trial online, but would a lot better speaking to a person, I want to claim my money back, but without talking to a person this is very hard, I've emailes twice with no reply. please help!!