Customer returned clothes but says company didn’t give her refund, charged extra instead

STATESVILLE, N.C. — Dianna Baker said she ordered “foundation garments” (bras) online. “It was buy three, get one free. So I figured what the hay,” she told Action 9′s Jason Stoogenke.

She said she spent about $55.

“About a month later, I receive them, tried [them] on, [and] they didn’t work like they said it was going to work. So I returned them about three days later.”

Plus, she said, the company, LuxxEnvy, had charged her $12 extra. She said it promised to give her money back, but didn’t, and charged her another $12 instead.

“I emailed them again and I said, ‘Look, I don’t know what this is for. Y’all better stop,’” she said. “Well, still nothing. So I contacted [Action 9].”

Action 9 emailed the company. It didn’t explain what the problem was, but Baker said it sent her a gift card she can use anywhere and a letter, apologizing for the “hassle” and the extra $12 charges.

“I was tickled to death. I don’t think I would’ve ever got it if I hadn’t gotten y’all involved,” Baker told Stoogenke.

She said she eventually found out what the extra $12 charges were for and that she didn’t remember agreeing to it. “That was a monthly fee that basically, I guess, because you purchased from them, you are now a member, so they were going to charge you a membership fee.”

So no matter where you shop online:

• Know the return policy. Really read the fine print.
• Use a credit card so it’s easier to dispute charges.
• Keep good records.
• Make sure you research the company. See what the reviews say about how easily customers got refunds.

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