When talking about the product I do enjoy it, But I hope none of you ever have to deal with their costumer service / billing department. I had to cancel my wen hair care today due to the on going problems with my account.
It started off normal, I purchased the product on line received it in the mail and loved it. It was great and I was happy with the money spent, until about a month later when I started to see random charges from Wen to my bank account. For some reason ( according to wens costumer support ) My shipments were changed from every 3 months to once a month and they started to charge me as so. I had never changed anything, it just " magically " happened on it is own.
I was told not to worry everything would be taken care of, when I got the next shipment ( that I was not supposed to receive ) to just send it back and a full refund would be made with in 3 - 5 days . I thought " Oh OK no problem I can do that " waited for the package to come an in the same day returned the package and waited for my refund. that was on 2 / 2 / 2012. Today is 2/ 28 / 2012
After speaking with at least 7 of there customer support people, 2 of witch said they were supervisors I still was being billed almost once a week for random shipments that I have never received.
I only received the refund for the first returned shipment on 2 / 23 / 2012. I have been going back and forth for days with them. I currently have a charge on my bank account of $38.94 ( this is on top of the normal 29.95 they charge per month ) that they can not even tell me where it came from. They have no record of the charge in there system!
They told me for them to be able to do anything I will have to go to my bank, get a copy of my statement ( can not be printed off the online site as per wen costumer service supervisor ) fax it to them explaining in detail and pointing out the charge. Then wait for them to research the charge and contact me when they are done with their investigation witch they could not tell me how long would take. The more we got into it and found out all of the mistakes they had made with my billing the less they seemed to want to answer any of my questions, and couldn't understand how I found this to be unprofessional and a large inconvenience. So sadly today I had to cancel my wen subscription.
Great product, terrible billing and costumer service, and I still have a "phantom" 38.94 on my account.
Product or Service Mentioned: Wen Conditioner.