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Buyer Beware
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I ordered Wen's hair cleaning system and returned it due to making my hair worse, not better (it dried it out). I followed ALL of their directions in returning the item (got return authorization number, sent it certified mail with return receipt).
When I inquired about the status of my refund, I got a response it was not within the 60-day time limit to return the item. The next two emails where I asked what they needed to prove I had returned it in time, I got the EXACT same response, word for word. This was by three different "Correspondence Specialists". My questions were not even addressed.
I had a printout of the incoming FedEx shipping showing date left Wen and each point until delivered to myself. I had a similar printout for the U.S. Mail when I returned the package along with the signed return receipt.
They then sent me ANOTHER shipment, also charged to my credit card. This AFTER I got a return authorization number for the initial shipment.
I think this product might be beneficial to someone with damaged hair or who uses chemicals and blow dryer on their hair routinely (neither of which I do). However, if you think you might return the item, keep excellent records and be prepared to spend a significant amount of time to get your money back.
TrustLink's help in resolving this matter has been much appreciated and timely.
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Business's response - by GR CETon 2/23/2012
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Hi Sally,
Thank you for your note on Trustlink.
I am here to help you as well. May I kindly ask you to send me an email with your account details and I will start investigating your complaint?
Please send your email to customerservice@guthy-renker.com and I will get back to you withing 24 hours.
Thank you so much,
Tom
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