Internet site won't cancel contract

dgmelton

Hello really need some advice,
My daughter ordered a 'free trial' which apparently is not free but this is the problem as soon as I knew what she had done within 5 mins of her doing it I rang the company they hung up on me 3 times then eventually someone said we have to have the trial then it goes on auto renew so we can try cancel later because they are already despatched.
So it appears they will charge us £80 a month unbelievable! Contract says can cancel Within 14 days from today and avoid auto enrol but the operators won't do this. They also want us to return them at our cost,

So I rang the bank who said by clicking the order we have agreed to the contract, we can't close the account and even if they stop the debit card they can still continue to take the payments. (Tsb)

So what I need to know is how do we actually stop this nightmare please.
My daughter can't take the keystones she has kidney disease and is now besides herself with worry
Thank you any advice would be much appreciated

Hintza

What age is your daughter?

HappyMJ

Which website. They may have a facility to cancel online. You have at least 7 days after receiving the goods to inform the seller of your cancellation and imminent returning of the goods. The terms and conditions might state you have to return the goods at your expense. That doesn't have to be via first class or airmail you can choose the cheapest option to return. If they are lost in transit then you'll have a claim against the service that you used to return the items.

However, there are few quite dodgy websites out there. You may be able to claim a chargeback on your debit card and you can keep the goods. I did that once with goods that were clearly fake. Got all my money back and kept the items. They can take me to court if they want...they'll fail.

Anyway don't worry you have plenty of time yet.

BlueSkiesandClouds

I think you need to take a bit of a breath and start again, your post isn't making a huge amount of sense.

What did she buy / trial
Where was it from
What are the terms and conditions that have been agreed to

If you can return the items and just pay the postage for returning them, that sounds like fair outcome...what's the problem with that? (assuming the goods aren't faulty or unfairly described)

Finally, I don't want to sound harsh, but please take the emotion out of your post. Whether cancelling a contract or returning a product, neither of those things have anything to do with your daughters health condition, but throwing that into a business transaction you are muddying the waters and making it sound like you are trying to get your way based on that.

Keep to the facts, look at it with your business head on, nothing else. If you tell us a bit more clearly we may be able to offer better advice.

wealdroam

You mention Keystones?

Are you actually talking about Raspberry Ketone?

There are a few lengthy threads on here about people signing up to them, thinking they were agreeing to £4.95 p&p and finding they were charged £153.

Lots of advice on this thread:

https://forums.moneysavingexpert.com/discussion/4203533

As above, what was the website you used?

dgmelton

Hello, my daughter is 21. The company is cusco via - cc labs
The address in the uk is just a mail forwarding address for a USA based company.
She requested a free trial but by doing this it agrees to a contract for auto ship program.
The contract does say that,it can be cancelled within 14 days of today to avoid the auto renew and gives a phone number BUT I rang and 3 times as soon as I asked to cancel they put the phone down on me. When finally someone spoke to me they said it's too late the raspberry keystones are despatched. I said I have 14 days to cancel could this be done and they said no not until I have received the tablets, by this time the auto renew contract kicks in and charges £80 every 30 days.
Without bringing emotions into this it is not obvious what the contraindications of taking these tablets are. They are not suitable for my daughter.
My concern the company should have taken our request to cancel but seem to avoid doing this. There are other people on other sites saying they are having great difficulty stopping this and actually getting them to acknowledge returns as the returns address is a po mail forward box too.

wealdroam

dgmelton wrote: »

Hello, my daughter is 21.

They are not suitable for my daughter.

Your daughter is 21 years old.

Does your daughter not know by now what tablets are suitable or not?

Why did your daughter order unsuitable tablets?

Anyway, whether the tablets are suitable or not is of no concern to the seller.

So as suggested, leave all that stuff out of any complaint.... it is irrelevant.

Now, read that other thread I linked to earlier and your daughter will find plenty of advice on how to get her money back.

Big_Tree

dgmelton wrote: »

They also want us to return them at our cost,

Why should you not return them at your cost?

Should this company be out of money because your daughter was so carried away with the thought losing some weight that she didn't read through the agreement properly?!?

zaax

Your 21 year old daughter has learnt a cheap life lesson - everyone is trying to con her out of her money. Other older and not wiser people loose millions a day.

DCFC79

wealdroam wrote: »

You mention Keystones?

Are you actually talking about Raspberry Ketone?

There are a few lengthy threads on here about people signing up to them, thinking they were agreeing to £4.95 p&p and finding they were charged £153.

Lots of advice on this thread:

https://forums.moneysavingexpert.com/discussion/4203533

As above, what was the website you used?

Id suggest the OP reads that thread or the last few pages, some postershave reported getting a refund but you need to follow instructions.