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[meziane67]

email them - I sent an email asking I don't want anymore and never received response - tried calling but only got voicemail there...today I got response but they said this is the first time they heard from me - but at least I got proof I sent an email so now I'm waiting for their next response

customerservice@pyurwater.net

If you don't want to get charged the first $60 then you need to contact them within 10 days of your order...

[LaurenK]

Originally Posted by Smokeylynn

I am sorry this happened to you. Here is their number:
Toll Free 1.877.890.PYUR (7987)
19046 Bruce B. Downs Blvd.
Suite 186
Tampa, FL 33647

Thanks for the info. I tried that number but only got voicemail and then I found this number: (954) 990-0741 and got a different voicemail. I tried emailing them but haven't heard back.

I also never received Mobility, although they did call to let me know that they were out of stock. It's disappointing because I really thought this was going to be a great offer. Oh well. I hope I hear back from them soon.

[omaraljamal]

LaurenK, you're probably not gonna get your money back. I also ordered 2 (ENERGIZE & RECOVER).. I recieved 1, other was damaged in mail, and they sent another. I canceled both before the 10 day period after shipment.. Anyway, yesterday they charged $60 debit(ouch).. Here is the response from their email... very unhelpful

From: omar aljamal [mailto:[removed]@gmail.com]
Sent: Thursday, July 09, 2009 2:50 PM
To: customerservise
Subject: Regarding my PYUR Water ENERGIZE charge

I already cancelled the order by sending an email to cancelorder@pyurwater.info, yet I was still charged.

On Thu, Jul 9, 2009 at 2:52 PM, Customer Service <customerservice@pyurwater.net> wrote:

We don’t cancel orders You must cancel yourself go to cancelorder@pyurwater.info follow the instruction from the email response you will receive. You can only cancel future orders.

Thank you very much,

Mary Ann

Customer Service Representative

customerservice@pyurwater.net



From: omar aljamal [mailto:[removed]@gmail.com]
Sent: Thursday, July 09, 2009 2:50 PM
To: customerservise
Subject: Regarding my PYUR Water ENERGIZE charge



I cancelled both my PYUR Energize and PYUR Recover and yet I am still billed the 49.95 monthly charged. I made sure that I cancelled before the 10 days of shipping and I got an confirmation that my cancellations ware noted. Thank you. I would like the 49.95 charge to be removed please.

The order number for PYUR Energize was 26XXX
The order number for PYUR Recover was 26XXX


Jul 9 (2 days ago)
Customer ServiceLoading...
Jul 9 (2 days ago)
Customer Service
to me, Pyur

NO YOU DID NOT CANCEL. HAD YOU CANCELED YOU WOULD NOT HAVE BEEN CHARGED OR SHIPPED

Thank you very much,

Mary Ann

Customer Service Representative

customerservice@pyurwater.net

anyway, I suggest trying to dispute the charge and maybe even cancelling the credit/debit card to avoid further charges

[DebAnne62]

Oh I best watch I did this offer waiting for it to come in the mail.....

[Smokeylynn]

Wow. This started out to be such a good offer. Yes, definitely keep an eye on this one. I still have not received my Mobility one yet.

I just discovered you can cancel recurring orders by signing into Pyurwater.net and go to your order history. It has a button by each one you ordered for canceling recurring orders.

[kmyke]

I canceled this offer on the 3rd of July. The response I received was this: Thank you for your order. We have received your eMail and will follow your
instructions ASAP.

I was still charged. Now their customerservice@pyurwater.net e-mail address doesn't receive e-mails. I'll be calling my bank today to dispute this charge and cancel my card. Ridiculous.

[Smokeylynn]

Unbelievable but typical. Did you cancel using that button through the website? I just did this this morning and I have not heard anything but it is Saturday so who knows how it will go.

[pebbles70]

Originally Posted by Smokeylynn

Unbelievable but typical. Did you cancel using that button through the website? I just did this this morning and I have not heard anything but it is Saturday so who knows how it will go.

I just did the same thing..canceled through their website.

Here's how I've canceled (we'll see if I get charged!!)
1. sent an email to this address cancelorder@pyurwater.info I just typed in that I would like to cancel my future order on xxxxxx
2. within seconds I received another email from pyurwater giving me this message:
Thank you for your order. We have received your eMail. Due to card association rules we cannot accept PHONE requests to cancel. Please log into your secure account at http://www.pyurwater.net/login.php, and edit your account, or cancel your future order or orders.
All sales are FINAL, due to FDA regulations.

Thank You, Mary Ann
Customer Service Department
3. Then I went into the site and clicked on future shipments found the shipment needed to cancel and followed the instructions...
4. I hope this is all I need to do now....

My suggestion: cancel through the website....

Jodi

[kmyke]

They never directed me to that website to cancel it. That's the only reply I received. I'm going to fight the charge because I sent the e-mail and they didn't direct me to their site. It's a shame that companies have to be this shady.

[ATLgreens]

The same email response was sent to me, "Thank you for your order. We have received your email and will follow your instructions ASAP." Reading this I assumed my recurring shipments were canceled and I would not be billed further. Turns out a week later I find two 59.90 charges from Pyur Water. I spent hours emailing Mary Ann at CustomerService@pyurwater.net and only received very rude emails in response that I had to go to their website, log in and cancel from there. I replied that these instructions were never emailed to me only the response stated above from CancelOrder@pyurwater.info. I am very upset because I followed the TOS, the product sucks (doesn't seem to be any noticable difference--even had black specs floating in one of the tubes (Recover) and there is two phone numbers that are voicemail lines directing you to the email. No other way of contacting them and when you do get an email response it is rude like this one:

This was the reply after sending an email that I had already canceled through the website, and didn't need the instructions anymore, rather a reversal on the charges. I needed the instructions before I was billed...lol! But since she only continued to email the instructions over....and over...and over, my point was never taken that the error was on their part by only sending an email stating they would "follow my instructions ASAP." Never the less I never received a refund and have disputed the charges on the card and will proceed by filing claims with the BBB and Department of Consumer Affairs. I would love it if the trader above that stated they called her to inform about a product that was out of stock still had that number in the caller ID and posted it in this thread. Mary Ann's boss really needs to know how her customer service is.

A note to other traders:
If you do receive the response email stating, "Thank you for your order. We have received your email and will follow your instructions ASAP." in response to the email sent per TOS requirments to CancelOrder@pyurwater.info YOU MUST STILL CANCEL BEFORE THE TEN DAYS BY LOGGING IN AT PYURWATER.NET. <instructions posted above> I wish I had known this before being charged $119.80 and wasting hours with the rudest CS rep ever!

My negative experience could have been very positive...the credit was immediate with ZnZ...the product arrived quickly...and canceling was actually "painless"...ONCE I WAS INSTRUCTED ON HOW TO DO SO.

Honestly with how shady the company has been, I wouldn't be surprised if the tubes of Pyur Water were filled with tap water! One of my tubes had black s#!+ floating in it for Pete's sake!