Help Me Hank: 4 things to do if you see a 'free' offer

Buyer beware when it comes to "free" offers

DETROIT – Everyone likes to get something for nothing.

 

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However, consumers need to understand why companies are offering the freebies: They want to make money!

 

In some cases, Help Me Hank found the "free" offers come with some strings attached, and if you don't read the fine print, you could end up paying much more than expected.

 

That was the story for Plymouth resident Elaine Attridge, who thought Encante Skim Serum and Eye Cream sounded like a miracle in a bottle. She noticed an offer for a free trial online. 

 

"Anti-aging serum, eye wrinkle reduction, who doesn't want that? I do. I wanted it and they said it was free," Attridge said.

 

Before we finish Attridge's story, here are the four things you should do every time you spot a free offer or free trial:

 

1.Make it a rule that you will never click on the offer or agree to sign up, until you search for fine print or ask questions about any rules and restrictions.

 

2. Leave that website, and search for product reviews. Based on the reviews, you may not want the product anyway, and you should see if there are any billing issues or concerns.

 

3. If the fine print requires you to cancel or return the product, understand the time limit and how you must cancel. Never wait until the last minute to cancel.

 

4.Avoid using a debit card to make the purchase, especially if you've never done business with the company. If you lose money, that's your money that's disappeared. You have more consumer protection with most credit cards. 

 

Plymouth woman learns expensive lesson

 

Now, back to Attridge's story.

 

When an advertisement popped up online, Attridge thought the free trial, with about $12 in shipping, sounded great. Attridge barely had time to try the product when she noticed something surprising.

 

"Pretty soon I got a second box, and I thought, 'What?' They must have send me two by mistake. Then I got a third box and realized I was taken," she said.

 

A reminder about the fine print

 

After the third shipment, Attridge realized this it was not a shipping mistake. Her "free" anti-aging serum came with strings attached.

 

"It's because I didn't call and say I didn't want it. So, then they charged me for the first, what was supposed to be free" Attridge said.

 

Because she didn't cancel within 14 days, Attridge was charged nearly $200 for the products she thought were free. That's in addition to a $200 charge in February, and another $200 charge in March for additional shipments. 

 

Help Me Hank checked with the Better Business Bureau and found Encante has an F rating and 65 complaints in 12 months. Several of those complaintsdealt with the "free offer" and the company billing practices. In each case, the company responded that the 14 day cancelation policy is clearly stated in the "terms and conditions" of the free trial. 

 

Attridge said she missed those important details.

 

"What I've learned is to totally make myself aware of the small print. However small it is," she said.

 

Attridge said the company won't take returns, and they denied her request for a full refund. She's currently disputing the charges with her bank. However, situations like this can be difficult to reverse because Encante said their policies are in fact stated in its term and conditions. So far, Elaine's bank has agreed to refund less than $50 of the nearly $600 she spent with Encante, she plans to file a formal complaint with the Better Business Bureau.

 

Looking for Encante

 

Help Me Hank tried tracking down the company behind Encante. We found several numbers for customer service and left several messages for someone in corporate. No one returned our calls.

 

Melanie Duquesnel of the local Better Business Bureau says never rush into buying something online, especially if you see an "free offer" pop onto your screen.

 

"The difficulty that most people don't see is that the business on the other side of that transaction needs to make money. In order for them to do that, they eventually have to charge you something," Duquesnel said.

 

Attridge hoped sharing her story would prevent other shoppers from making the same mistakes she did and her story has already inspired other women to take action. Two other woman have written Help Me Hank to say they've canceled agreements with other companies who seemed to be making similar offers.

 

One email said in part, "After seeing your article, I decided to call and cancel before I started getting billed just like that lady...I'm so glad I saw your segment."

 

Another canceled an order with another company and wrote, "Since I would be out $69.50 without your help, I will donate this amount to Gleaners Food Bank."

 

Attridge's lesson already paying off for others and she couldn't be happier: "Go with your eyes open further than mine were. And read the small small tiny little print that you're agreeing to!"  


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