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4/24/2008 - Robin Schaffner writes:
I too was duped by the TheFirmDirect.com<br />
I love The Firm videos, and have been using them since 1987, but I am extremely disappointed with their business ethic! When recently I ordered their new Transfirmation Kit, I agreed to a free gift of a trial supply of vitamins, and they billed me for a full supply! I emailed them to please cancel the vitamins, but they did not, and sent them anyway. So, I marked them "return to sender". Now, a full 3 months later, I have received another shipment of vitamins. This time I called customer service, and was told that they have no record of a return on the first shipment of vitamins, and can I keep this shipment, and they will cancel any further shipments. I said, "no, I do not want them!" So, she said to write, "return to sender", and bring them to the post office. I am very leary of this company now, and will only order their products through [ ] from now on!
4/21/2008 - E writes:
I saw the infomercial and decided to order the product. It was a completely automated process that forced you to give up your address and credit card number up front before you could proceed with the request. <br />
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However, shortly after giving up my info, I found that, instead of giving you the choice to order precisely what was promised in the ad for the $$ amount, the automated process constantly attempted to sell monthly vitamin memberships and online club memberships. I tried to cancel, but there was no information given as to how one could proceed, and the automation was quite lengthy. I was forced to hang up because it was making me late for work. That was a BIG mistake.<br />
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I never received any invoice or documentation, other than opening my statement and finding that they had charged me for the package AND even more.<br />
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I contacted the company, only to find that the shipment was sitting at the post office box. I was told by the company to refuse delivery and have the post office return the merchandise. Another big mistake which I was led into because now it looks like I've reneged on following through and all shipping costs apparently get absorbed by me.<br />
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Imagine my horror to find later that I was only credited a portion of my monies back, and on top of that, they charged me for monthly shipments of vitamins. When I again contacted the company, of course they want me to refuse delivery again so that I may again eat the shipping charges. <br />
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I feel this is MOST deceitful and I am prepared to fight this all the way to the top...and then some. I would also be happy to entertain a class action lawsuit. My email addy is eurecac [at] yahoo [com]. Let's fight and put an end to this deceptive and fraudulent advertising.<br />
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I am currently awaiting a supervisor to contact me. I went to my credit union and completed a fraudulent activity report. I am also closing the account and opening another one.
4/2/2008 - Kathy writes:
Hi,<br />
FAULTY TAPES. VITAMIN SCAM.<br />
I got online at the Firm Direct to order the tapes. At the time of checkout the site asked if I wished to try the vitamins for FREE. I agreed. I noticed that the shipping and handling charges immediatly went up. <br />
I got the tapes in approximatly two weeks after ordering them. Along with the tapes was a small envelope of vitamins. A few days ago I noticed a new charge on my credit card of $31.00. Then the next day I recieved a bag with an entire bottle of vitamins in it. <br />
I wrote to the company and told them they did not have the authorization to use my credit card. I got an email back stating that when I orderd the tapes I signed up for the Vitamin Club and agreed to have my card charged.<br />
I am livid. I called the company and got an answering machine.<br />
Pretty scary to also find this post regarding the firm.<br />
I have told so many people about the tapes and where to order. I am getting on the phone tonight to tell them all to STOP.<br />
Unbelievable.<br />
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BEWARE OF THE FIRM. One more thing; I have used the tapes for about a week and they are already stopping and skipping. FAULTY.<br />
3/27/2008 - Cheryl writes:
I ordered The Firm in December 07. I received 2 orders. When I called I was told I order 2 online.<br />
After I advised, no I only order one. I was given a return number and was told to send one back. I wanted to know who was going to pay for the return? I was told I would get a $19.95 refund for my shipping costs. I did receive the $19.95, but have not received the refund of $86.95 for the product and shipping. I called today to check on the status and was told they never received my return. (Sent January 14, 2007). I found my tracking number and tracked the package via UPS. Package was delivered 1/17/08 signed by Henry.<br />
Called back and then they found it once I had all the details. I then asked how much my refund would be, to my surprise I was told $39.99. I course I got angry and asked to speak to a supervisor. I was placed on hold for a few minutes and then supposedly a supervisor got on the line. ( I do think it was the same girl Wendy). When I explained the problem, she advised me that I was already refunded the shipping and that I am only entitled to the refund of the product, $59.99. When I told her that Wendy advised me it was only $39.99, she had no answer for me. I guess I am responsible for shipping the package back that I didn't order.<br />
3/25/2008 - Grace writes:
For all of you who have been scamed by The Firm, I was too. I reported them to local law enforcement where their address indicated, and found out from law enforcement that they were secretly investing them for fraud. I was told the person involved with sending out Firm Products has a long history of defrauding people. Sorry to see it is still going on. They kept sending me additional products I hadn't ordered and then charging my credit card for these items if I didn't return them.<br />
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I finally had success when I wrote them, detailing out my complaints with copies sent to various government regulating agencies like the FTC. None of my phone calls worked till I started reporting them to the officials and documenting it all. Then they suddenly stopped sending product and refunded my monies.
3/4/2008 - Stephanie writes:
I, too, have been scammed. I called and ordered some exercise videos and said no to all other offers via internet. Like a stupid girl I gave them my card # (instead of going to the store for exercise videos) and they have since charged me three times for some "vitamins" that they keep sending me and claim I signed up for. I did not sign up for these. The charge appears on my card and then a few days later the "vitamins" arrive at my house. I have to write "return to sender" and wait 6 - 8 weeks for my refund. Every time I see this charge on my card I call the customer service # and they apologize, say it wont happen again, and to write "return to sender" on the package. Every 2 months beginning in October 2007 this has happened. I am now working on returning my 3rd shipment. Isnt this illegal? I would be interested in participating in a class action lawsuit. That is the only way they will be stopped.
2/29/2008 - Donna writes:
I can't say whether the product is good or bad...I'm still waiting to receive it. What I do want to comment on is the terrible customer service. When I ordered it on a saturday, it was totally automated. I tried several times to get my name/address entered right but the automated attendant kept citing back incorrect information. I then tried to press 0 to get to a live person but the recording kept cycling through trying to sign me up for walmart specials, gift cards, etc..it was endless. Finally, a the recording stated that my order was received and approved. At this point I had no idea who and where my order would be going! I called the customer service number that the recording gave me and this is what I get. "We cannot tell you anything about your order (mind you that I just placed it)...you will need to wait until Monday to talk to customer service." So I guess I was talking to an answering service. After feeling very frustrated, I conceded to Ok and to wait until Monday. When I called Monday, the customer service rep assured me that I had not been signed up for anything except the dvds and weights. We also verified my name and address. I felt better so I said okay. Well, it is 2 weeks later and nothing has arrived. I called the customer service back to check the status of my order. She said that the order is being processed and is getting ready to ship "sometime"...she could not give me a date. Note: their website help says to give them up to 15 days to receive shipment. I think I am moving outside of 15 days now. I haven't been charged yet for the order so I think? that is a good thing. But now I'm wondering when and if I will get the product. I always thought 'The Firm' had a great reputation but the farming out of the ordering process is really turning me off. Also, while I'm fussing..how bout putting somewhere on the phone that can speak somewhat clear English please? I mean really. Trying to be patient, Donna
2/27/2008 - Leslie writes:
I have used the Firm in the past and love it...even told other about it...now all the Firm will get from me is a big "don't do it, it is a scam and rip off". I belive that the Firm is stealing from people...This is theft using peoples credit cards. Anyway, I decided to try their new DVD's. I only ordered the basic package for "2 payments of $29.95, with free shipping if you order in that 15 minutes" on the informercial. So I called and went through a million questions saying "no" to everything. All I wanted was the basic that they advertised. I was not charged the $60 they had on the infomercial. They charged me $119.00. When I called customer service, in the Phillipeans I got no where. A week later I recieved another 7 DVD's that I did not order for $35.80. I called my credit card compaly and disputed it all but the $60 I originally agreed to pay, paid $10 to return the 7 DVD's that I did not order so that I could confirm returning the product. I thought it was all taken care and the credit's were put onto my credit card in early January. Today I recieved my credit card statement and the darn $35.80 was back on my card dated February 4th for what the Firm is calling shipping fees that I need to pay...it was the same amount as the 7 DVD's I did not order. Now I have to dispute it again. My CC company got the non-speaking English person and got no where but saying I have to pay for them shipping me the 7 DVD's that I did not order. Shame on the Firm. Word of mouth can be your best or worst advertisor and from and I have a big mouth and will be sure to let people that they are crooks. I feel like the Firm has stolen from me. They have a good product, but stealing from their customers is not good for them. I will never get another firm product.
2/25/2008 - Kelly writes:
I called to order the firm in July 2007 I recieved the weights. dvds and some vitamins that I did not order. I called them and they told me the vitimains were a free trial. I sent the vitamins back right away.only to find out the next month I was charged 31.86. When I callled they told me I did not cancel the order and could net recieve a refund.So i canceled at that time. The next month I was charged again.I called back and they told me there are 3 payments of 31.86 and I would not be charged again after that. We moved in August.andyd I checked my bank every month to be sure nothing else came out,and it didn't until January when another 31.86 came out.I called the Firm again. This time they said that a renewal card was sent out in December and if I didnt want any further shipments to call. Well snice we moved I did not recieve the card or the shipment of vitamins.So i cant get a refund this time because I have nothing to ship back.Yet again i canceled they assured me no more shipments would be sent but I still have to pay the other two payments of 31.86. when I asked to speak to a supervisor I was told there were none available I said I would hold. They put me on hold and came back and said for me to call back later.i said I want a conformation email sent for proof of cancel she said they only give comformation numbers, so I took the number And insistited on speaking to a supervisor again I was told there was nothing a supervisor could do. I told them I just wanted someone else to be sure any future orders would not be sent or charged. They refused to transfer me. So I am left again unsure if in 4 mo another 95.00 will be charged I cant do anything about. The bank told me to get new cards. well the firm got me for about 200.00 so far i hope this letter keeps anyone else from ordering.
2/21/2008 - Marsha writes:
I too ordered The Firm in Dec. 2007. I declined the membership in the online club. I have been charged twice for this membership and have called each time to discontinue it. I was told it was discontinued. I asked for a refund and was told absolutely no, they would not refund the money. The representative was rude and not at all helpful in any case of my contact with them.
2/18/2008 - Erika writes:
I wish there were a way to more broadly alert others about the aggressive tactics of The FIRM / Firm Direct. Perhaps this posting will help others. I very much regret that Firm Direct has my credit card number, for they have charged me for both Web site usage that I did not authorize and DVDs. As for their Web site, they automatically make this part of your membership; on the phone, you do not have the option of declining this. Then, after 30 days, they automatically charge you. Mind you, they have your e-mail address, so they could easily notify that you are about to move from the "free" 30-day trial period to a paid subscription. They do not do this, which is your first tip-off to their methods. Second, when they market their videos and their monthly payment plan, they do not tell you that they ship *seven* DVDs all at once and then expect you to take all of them. I was expecting monthly shipments, with an ability to stop at any given month (as they promise), but helas, the customer has no such option. I bit the bullet for the first shipment of seven DVDs - chalking it up to buyer's remorse for ordering something off of TV - and watched my credit card be charged three times. But it gets worse. Firm Direct's customer service is awful. I have called three times. The first time was about both the Web site and DVD charges; when I called a second time, the rep. told me that they had no record of my talking with them about DVDs, just about the Web site. She said there was nothing they could do about it; the item was going to be shipped. Upon seeing my card charged again, I called a third time to confirm cancellation and this time I got a refusal number (not doing this every day, I did not think to press for it previously). I worked with the Post Service to refuse shipments so that I would not have to billed for shipping or what my credit card company called "restocking fees". Today, I saw the first of a new series of three payments charged to my credit card. I cannot believe it. After three calls to Firm Direct, they are still billing me. It is infuriating to work with the front-line workers. To drive high profit margins, Firm Direct has not empowered these women (all female in my experience) to resolve anything and they only provide you with pat answers. The issue of outsouring has wide economic and social implications, and one can find merits on both sides of the argument, but in this instance, it seems Firm Direct outsources its customer service to Southeast Asia as a firewall against burned customers trying to right their accounts. I will lodge a complaint as well the Better Business Bureau and am fighting this new set of charges via Capital One. Hopefully this seemingly pro-woman, pro-empowerment company will be called out for its shameful practices.
2/8/2008 - elizabeth writes:
I ordered the Transfirmation system as advertised on TV. I have used the Firm for over 20 years and I love the product, however, the Firm Direct is absolutely horrible to deal with. The latest of my long list of problems with them involved unauthorized charges to my credit card. When I bought the Transfirmation system, it came with a 30 free trial of the "web club". I signed up and fully expected it to expire after 30 days. Instead, I was "automatically" signed up, without any authorization from me, and our credit card was charged. My husband does our bills, so it went unnoticed (he thought I ordered something) for several months and we were charged 24.95 for the sign-up for the "web club" and 9.99 every month thereafter. I called the Firm and they would do nothing about it. They said it was my responsibility to call them to cancel. I searched the web site and the materials that came with my order offering the free trial, and no where does it say one must call to cancel or be automatically enrolled and charged! I never would have signed up if it had. (The web site does say you have to call to cancel for the regular sign up with the 24.95 fee- but that's for people who have agreed to pay to enroll in the first place.) I have a very long history with the Firm direct and have had countless problems. I used to just suffer and order anyway, but now the Firm products are available from other sources. I highly recommend anyone interested in the Firm products buy from somewhere other than Firm Direct.
1/24/2008 - Joy writes:
I must first say that I have used The firm in the past and had good results. This is why I was eager to try them again. I am upset with the customer service and orderig procedures. This is an American company that should be ashamed of abusing it's American customers. Like many others, I called the 800 number to order Transfirmation. The automated system was very frustrating because it didn't seem to understand what I was saying. This is 2008 come on people get a system that works. I also didn't know that you really don't have an option when calling to opt out of the automated product delivery. So I hung up thinking the order wouldn't go thru. I called the customer service center the very next day and was told there had been no charges to my account. A few days later I noticed that I was charged and called them back. They said that it had taken time to process. I asked the man to tell me what I would be receiving and then I told him to cancel any additional automated products. He said he would keep an eye on my account because you can't cancel until the first order is shipped. After waiting for 2 weeks I called to check on the status of the delivery (you can't check on line) and I was told I would have it in a few days. I again confirmed that I had canceled additional deliveries. the rep. agreed. My order came in the mail last week. Today I arrived home and what do I have in the mail? A box of 7 DVD's. I called CS and asked if there were records of my previous calls. She said yes and told me what I had called for. I asked why had DVD's been shipped when I canceled the additional videos. She said she didn't know, apologized and said to return them telling the post office I am the. ARGH. I wonder what they will say about shipping? What bothers me most is that all the reps. don't speak the best English and are in the Phillipines. What is wrong with America? They are outsourcing so many jobs. These are the companies that are the most frustrating to deal with when there is a problem. I think they do it on purpose so they don't have to provide good service. I think of AOL (it should be called IOL International Online), because I called their CS department and got 5 different countries before reaching someone in Arizona. These companies are scamming the American people and it is unfair. When the product is good and fair people will buy. These companies are sneaky. It took them 3 wks to ship what I ordered, but less than a week to send me what I didn't want. I may ave wanted additional videos eventually, but I want to make the decision what, how many, and when. Word to the wise - Buy your video systems in the store and save yourself a headache.
12/25/2007 - Kieta writes:
I wish I would have found this site a long time ago! In August I ordered the product but in the middle of the call decided to cancel... well... two weeks later my card was charged and then it has been charged monthly since for vitamins... first I got the run around about not being in the system... then two hours later it had shipped and there was no way to refund the money... Good thing I have a GREAT bank
11/15/2007 - Heidi writes:
I ordered The Firm and expected to only to receive what I ordered. I did not request, nor authorize payment in the amount of 35.80 or 119.70. I expected to pay for the Firm + shipping and handling. That is all. I did not want anything extra. I understood included would be DVDs and weights. The cost would be 2 payments of 29.95 + shipping and handling. I do not want supplements, magazine subscriptions, or extra DVDs. Just the Firm. When I ordered, I verified my name, number, address, e-mail and zip code over the automated telephone system. When I called, the customer service line couldn’t even find my account number. According to my records, I ordered the product on 9 September. It is now 15 November and I have not received anything. The Firm accounting charged my account on the 16th of October, 119.70. On the 20th, an additional 35.80 was taken out of my account. I refered the entire matter to my credit card company as a fraudelent transaction. They have returned the credit to my account, but the company has to respond to them still. Unfortunately, I do not have proof that I confirmed my information or ordered what I say I ordered. We will see.
11/12/2007 - Linda writes:
I ordered from The Firm's infomercial and promptly received the items. I did not keep my notes from my discussion with the individual through whom I ordered since I received everything. I understood that the DVDs and the weights would cost about $90 plus shipping and that for an additional amount of about $30 I would receive 7 additional DVDs. They gave me a free month's trial membership to their website which I tried and could not use. Last month I discovered two charges to my Am Ex I did not recognize. I challenged them. I did not recognize GT Media as being The Firm. It did not include a phone number to contact them. This was a total of $165.36. The next month I have a bill for $35.80 for payment 2 of 3 from The Firm and $29.85 for their Website. They informed me that I am paying quarterly for access to their website and though I have cancelled it, they will not refund that money. I can return the 7 additional DVDs I thought I was paying $30 for for a refund of $94.63 which is $112.33 less the shipping charge of $17.70 I am irate. I feel I was not informed and I feel ripped off. I will return all of their stuff if they will refund my money.
10/16/2007 - Julie writes:
I ordered products from the Firm 2 years ago. I cancelled the trial offer and kept getting 9.99 charged to my account. I couldn't get this resolved for 6 months so I reported this to my credit card company and they had the charges stopped. In September 2007 I ordered the new firm product via the website. I called several times and spoke with a customer service rep that doesn't understand English very well. She kept telling me, "you oder will be sent" I called today and was told that I am NOT ALLOWED to order anything from The Firm because I cancelled my membership 2 years ago.
10/10/2007 - Maria writes:
I returned the DVD's, cancelled the vitamin order and club membership on all the same day. Yet I keep getting charged for the vitamins and membership! Every time I call they say they have no record of me cancelling! Thank goodness I put it on American Express and not a debit card. These people are liars and cheats. Which is too bad because the firm DVD's do work but buy them when they're in [] and not through GT Media/Gaim. Report them to the BB. They should not be allowed to do business in the US!
10/4/2007 - Jerri writes:
I ordered The Firm product in January of this year from the internet with my debit card.I received the step and three dvd's in about three weeks. Everything seemed fine. I did not order any extras when I originally ordered, and did not sign up for any vitamins or web club. In February, I noticed my checking account had been debited for a charge of 9.99, so I called. I got a rep. who barely spoke english and who insisted that I had in fact agreed to receive the vitamins, which by the way I have yet to receive although they billed me for them. I told the rep. to stop debiting my account, she said it would be stopped. The next month, it was the same story. Only in March when I called and cursed very loudly at I swear was the same rep., did it actually stop....or so I thought. There were no more charges until August, but I did not catch it until September. They had billed me again 9.99 for both months. I called again, once again getting someone who could barely speak english. This time I was told that the charges were for the Web Club which she said I agreed to pay for. My question was if I agreed to pay for it, why were they just now charging me for it when I ordered in January? She couldn't give me an answer, only said that I ordered it and they were not authorized to refund my money. hat!!!!!!!!!!!!????? So they're authorized to keep using my debit card number to withdraw money from my account, but they're not authorized to refund it? Ugggggghhhhhhh. So, the only way to stop it was to cancel my debit card through my bank. I hope I don't receive any dunn letters from them like one of the testimonials described. I will certainly go off the deep end and lose my mind if that happens. Bottom line, don't order this product, it isn't worth the hassle.
9/24/2007 - Kara writes:
Let me say up front that The Firm's products are amazing, truly wonderful, but their customer service SUCKS. Well, actually, Gaiam's customer service sucks, since that's the company that distributes their videos. I ordered a Transfirmer system from []. Three weeks later I still haven't received it, plus my credit card hadn't been charged, so I [stupidly] assumed that they hadn't received the order or something went wrong. Not wanting to deal with them again, I bought the Transfirmer through a [], and it came in 6 days. Then, all of a sudden, a month and a half after I had attempted to order my Transfirmer the first time, I noticed a charge on my credit card for it! I was shocked and emailed their customer service people [which, by the way, you can't do anymore, their website now says you must call or write], who emailed me back saying that the Transfirmer had been on backorder and they were now shipping me one. I emailed them again to tell them I didn't want it and to please cancel it and refund my money, but they replied and said that it had already been shipped and there was nothing they could do about it. Please note that nowhere in this story did I receive ANY type of communication, no email, no phone call, no letter, no smoke signal, NOTHING telling me that the product was on backorder, that they had received my order, or that they would be shipping my order. ARGH. So I got another Transfirmer at my house where it sat unopened in the box until I sold it on eBay. A minor headache, right? WRONG. I [again, stupidly] used one of the free codes on their videos to get access to the Web Club, their online forum. I didn't really care for it [it's not as great as they insist it is] and didn't visit the site again. However, unbeknownst to me, they charged my credit card $9.99 for the Web Club subscription at the end of the 30-day "free trial" with absolutely NO warning! I was upset but realized that there was pretty much nothing I could do about it. To this day I have no idea what the billing cycle for this subscription is--it's certainly not every month, I'm guessing it's every six months or so? I really don't know. Anyway, my old credit card expired and I received a new one about five months ago, same number but different security code and expiration date. Apparently this meant that they couldn't re-charge my credit card for the Web Club subscription. I got a letter in the mail advising me to send payment promptly for my Web Club subscription. I ignored it, since I didn't want it in the first place, and figured that if I didn't pay they'd just quietly cancel like magazine subscriptions do. WRONG. I got a letter in the mail three days ago which states: "Dear Valued Customer: We're concerned! Despite our previous reminder, we have not received your past payment for your Web Club subscription. As soon as we receive your payment, your account will be returned to good standing. We hope that you will avoid any potential serious action regarding your credit standing and send your payment today. Please return the bottom portion of this statement, in the enclosed envelope along with alternate credit card payment information, a check or money order. Please do not forget to write your account number on your check or money order. If you prefer, you can contact us at 1-800-725-9740 with your new payment information. Collections Department" So now they are THREATENING MY CREDIT RATING?!?!?! You have GOT to be kidding me! I am extremely upset about this, since I have an excellent credit rating and I do not need it ruined by these idiots. I'm not even going to call them, just sending a certified letter telling them to cancel this subscription and to never contact me again. I'm also reporting them to the BBB. This is ridiculous! Bottom line--the Firm's products are great, but never ever order them from []! I ordered their new Cardio Weight set from [], and they were very helpful, as well as slightly lower priced! Use them instead! And beware!!!
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