As a new Bank Santander customer, I logged into Santander.com by mistake (I later found out that the bank's actual website is at Santander.co.uk.) Up popped a customer survey with every indications that it came from the bank. At the end of the survey I was offer a free gift for my trouble..."how nice of them." I chose a free trial sample of Stemologica face cream, one of the three free gifts offered and I used my debit card to pay the 4.95 pounds packaging and delivery charges. I noticed the next day that they debited 7.95 pounds, but thought "what the ***, my wife will like it."
The package arrived quickly, but devoid of any of the usual sales information which comes with face creams, content details, usage information, warnings of possible side effects, company address for returns and re-orders...nothing but a delivery note with my order number and address, an 0808 telephone number (which no-one ever answers) and an e-mail address for customer services. I ran a Bing search on Stemologica, looking for a web-site that would provide details of how and when to use the different samples. Luckily I found PissedConsumer within a few hours and realised that I'd been scammed.
I called my bank, Santander and spoke to their fraud department and from then on I've been following their advice on how to prevent any further debits from my account. I've cancelled and replaced the debit card I used; I've put a stop on all further payment requests to my account; and I've been keeping Stemologica fully informed on what I'm doing with the samples. In all I've written three e-mails to firstname.lastname@example.org the e-mail address on the delivery documents, informing them that I don't want the samples, or any further products, and that their package of unopened creams has been posted, tracked, delivered and signed for at the "only return address provided by them" - there was an "if undelivered, return to" address on the package label, PO Box 7574, Milton Keynes, MK11 9GQ. So far I haven't had any reply from Stemologica but I've done what the bank said I needed to. I've kept Stemologica fully informed in the only way possible to me, and in my final message I ended it with a statement that I request their confirmation that I have fulfilled all my obligations to return their unwanted product tot hem and I've added that unless I hear from them within 24 hours of me sending this message. their failure to reply will be deemed to constitute their complete acceptance that I have fulfilled all my obligations as a purchaser, and that all responsibilities, each party to the other, have been met in full. I'm now watching my e-mail inbox, hoping that I don't hear anything further from them and I'm checking my account to ensure that no further amounts are taken from it...with the bank's assurance that if any payments are made, they will repay me. This scam has cost me 20 pounds to-date and if that's all it costs me, I'll consider myself very lucky...and I've learned a lot.
Product or Service Mentioned: Stemologica Free Trial.
Reason of review: Poor customer service.
I didn't like: Being taken for a costly ride.