Product Satisfaction Guaranteed but No Refund, is That Legal

[jyeh74]

My question involves a consumer law issue in the State of: California

I purchased "Frontline Plus for Dogs" on multiple occassions. I've tried it for 6 months and it hasn't worked. I called the 1-800 number provided on the back of the product which is written under the "satisfaction Merial guaranteed" logo for a refund. Aubrey the associate said one item qualifies for the refund but the others didn't. She also said that there is a cap on the amount that can be refunded to each consumer. She stated it takes about 4-6 weeks to be processed and I still haven't received it. I called again today and both Aubrey and Jeremy the supervisor said there is no refund for the product because it wasn't purchased from a registered store or veterinarian.

Is it legal to guarantee satisfaction and then deny consumer of any refund? I wouldn't have purchased this product if I knew that there wasn't going to be some sort of guarantee; it's misleading.

[Dogmatique]

It's actually very common knowledge that Frontline will NOT honor the guarantee if the produce wasn't purchased directly from a vet or approved vendor.

In other words, if you got them from Amazon.com or one of the online pet meds store, you're out of luck.

[justtoonice]

** I recently discovered a safe alternative to those dangerous chemical substances -- food-grade diatomaceous earth (must be food-grade). Dries up them little critters. Google it. I found it at a farm-and-pet supply store.

[Dogmatique]

That's lovely, but it isn't relevant.

[Mr. Knowitall]

The terms of the "one-time satisfaction guarantee" are listed here. Even if that's their practice, I don't see a limitation requiring that the product be purchased from a registered store or veterinarian.