I ordered the Acai Berry and Effective Cleanse Antioxidant from your website as they had advertised that these products were on a RISK free trial offer for which I was required to pay only £0.95 for both.

I write to complain about my terrifying and shocking experience about charges levied after buying the above mentioned products from your website. I was shocked to see that £76.76 has been deducted twice for both the products from my account. I fail to understand how a deduction has been made from my bank account without me SIGNING or AGREEING for it.

I contacted my bank about this deduction, and was informed it is for a SUBSCRIPTION that I was not aware about and was asked to contact you.

I contacted customer services and was told that they will cancel my account for no FUTURE deductions to be made but the money that has already been deducted will not be returned and informed me of the GENERAL TERMS and CONDITIONS on the website.

I am not only shocked and disappointed but feel trapped into this, as this was something unexpected and obviously a disgusting experience.

I am very upset with the service provided by your department and moreso by the rude response given by your member of staff who said I should have read the terms and conditions and this was my fault.

I have visited the website again (which is not easy to find) and can confirm that nowhere on the promotional ad (that still continues to be on your web page) does it say that this offer has any specific TERMS AND CONDITIONS attached to this offer. It does not mention about the SUBSCRIPTION offer either, and I can see how I have been duped into this.

This is unprofessional, as you can’t charge someone about something they are not being given prior information or even advised that there could be a future charges levied for something completely different.

If you want people to subscribe to this and earn money from such charges, then it should be clear that this is a part of the deal. I as a customer have a right to know what else is included when I buy, not as a shock later. You should add on a star to say there are specific terms and conditions attached to this PARTICULAR OFFER as opposed to putting them at the bottom of page in a generic way. I believe these are ethics that every company follows when they have specific terms and conditions attached.

The address on the website and the address on receipt are completely different and I am not sure which is true, as the other bits are untrustworthy. The online receipt and the receipt received with the product were different. The receipt you send with the product has a different amount on it. I am sure there must be another money-making mechanism behind this.

I feel utterly trapped in this and I believe this is your company’s business model. I am afraid it’s a very bad practice as you are putting off people from online buying completely. I never purchase online and with a dreadful experience like this that I have had with you, I am terrified and might possibly never ever do it again.

I repeat that these are unfair terms and conditions, if not stated earlier on the offer. It should be made clear on the ad describing the free trial offer that there is a subscription attached to it or there are Terms and Conditions attached to it.

This is similar to walking into a general store to buy a product worth £2 only to be told that there was a hidden subscription attached to it which would be automatically started and charges worth £150 would be deducted abruptly without any intimation or prior notification. This is a building model made to fool and rob people

This has been a very stressful experience. I have spent my valuable time trying to resolve this situation, with your department and have reached nowhere when this is the time I should be spending with my baby at home.

To resolve this problem I would appreciate if you could look into this matter at the earliest and provide me with an early response. I look forward to hearing from you with a solution to my problem. Please contact me at the above address. Also I would like to get indemnified for this hassle and the loss of time and money by the company

Yours sincerely