Friday, 16 June 2017

Beware Easylife Group Limited, 'free trial' Easylife Rewards Club and Rocket Marketing Group - Why have they charged me?







Beware Easylife Group Limited, 'free trial' Easylife Rewards Club membership and Rocket Marketing Group


Also beware 241 Hotel Card membership, Gourmet Society membership, Discover Britain Card membership

Buyers who purchased a household product by telephone from the Easylife Group Ltd (11-13 Kings Terrace London) catalogue are offered a 21 day free trial membership to a club that claims to save you money on high street shopping.

The Easylife Rewards Club is operated by the Rocket Marketing Group based in Brighton.



You're asked to pay £2.99 to cover postage for the free vouchers and membership pack. This payment is taken when you make your purchase of goods from the catalogue. The discounts provided by Easy Rewards Club appear to be many of the same offers you can easily find all over the internet for free. 

What may be less clear is that unless you cancel the 'free trial' before the 21 day trial ends your full annual membership will be charged at £69.98 - to the same card you used to buy something from the catalogue.

At that point Easylife Rewards Club (operated by the Rocket Marketing Group in Brighton) will have been passed all your personal data, your name, telephone number, address and payment details. 

Cancelling the 'free trial' can prove difficult. Especially for vulnerable elderly customers who may have purchased a health aid - like joint patches - after seeing the Easylife advert in a newspaper. Then they start receiving a regular catalogue. They may not realise they have taken a 'free trial' and may mistake the voucher pack as 'junk mail' and bin it.

That would be an expensive mistake, because unless they cancel the 'free trial' by phoning Easylife, or visiting the website (difficult for many people in their 80s and 90s) the full annual membership will be charged at £69.98. Once the charge is made getting a refund is very difficult. 

Here's what happened to my partner's mum when she got involved with Easylife. 

She is 96 years old. She's had an astonishing innings, born in 1921, she served in WWII, and still lives alone in her own home. She manages to stay abreast of world events and politics from the TV, but sadly can't always remember what she ate for lunch.  She lives 400 miles away from us, but we speak to her every day. My partner visits her every couple of weeks. She's like many vulnerable older people across Britain. 

She purchased a product from the Easylife Group Limited in June 2016. She unwittingly agreed to a 'free trial' of the Easylife Rewards Club (operated by the Rocket Marketing Group). In July 2016 I presume a debit of £69.98 appeared on her bank statement. Her vision is poor and then 95 years old she didn't notice. The same fee £69.98 will be debited in June every year until she cancels.

My partner's mum is housebound. She is unable to save money on high street shopping because she cannot go to the high street. For the same reason she cannot use vouchers to gain discounts in restaurants, visitor attractions or hotels.

In September 2016 (and I'm having to make some assumptions here, because my relative has some memory problems and cannot remember any of this) Rocket Marketing Group used her contact details to sell her a Gourmet Society Membership for £19.94.

The T&C state that your Gourmet Society Membership will be debited at the same rate as your original joining fee every year until you cancel (or if you're lucky your payment card expires and they can't process the payment). That's certainly an easylife for someone, they just keep collecting your money year after year.



Then in January 2017 they sold her a 241 Hotel Card membership also for £19.94 which was debited from her bank account. The statement entry is Easylife Rewards call 03448-809200 GB. Again the T&C state that membership is renewed every year until you cancel.




But Rocket Marketing Group weren't finished with my elderly relative yet, not by a long way. Presumably they had her marked down as a cash machine by now with a hotline to her diminishing bank account. She was certainly giving their well paid bosses an 'easylife'.

In April 2017 Easylife Group sold her a second 'free trial' to the easylife Rewards Club when she made another purchase from their catalogue. So now she has 2 memberships both running at the same time.

 When the 21 days ended in April 2017 Rocket Marketing debited £69.98 from her bank. Both the memberships to the Easylife Rewards Club, will keep auto-renewing in June and April every year, each costing £69.98 until she cancels. 

Remember she's 96 years old. Living alone, housebound, somewhat confused. Her doctor is concerned she's forgetting to take her medication and we're concerned whether she's remembering to eat. 



That same month, April 2017, Rocket Marketing Group sold her a Discover Britain Card membership for £19.98. I presume this was also by telephone. This card claims to offer discounts to various attractions throughout the UK. It shows the National Trust logo on the website - even though they do not appear to have any discounts at the National Trust (they say Kew Gardens is operated by the National Trust, it isn't)



In June 2017 my partner begun power of attorney proceedings to look after her mum's affairs. To do this she's gathered up her mum's bank statements. This is when the full horror of Rocket Marketing Group's hotline to her bank account becomes clear. A quick search online and its like pulling at a thread that usually ends at Rocket Marketing Group in Brighton. Look at the T&C on the 241 Hotel card, or the Discover Britain card and there they are lurking like a bad penny (or £19.98, or £69.98 - take your pick)

In February 2012 Rocket Marketing Group were reprimanded by the Direct Marketing Commission for 'inertia selling'. That's when you use one thing to sell another, and another. They promised to mend their ways. It doesn't look like they have.

My partner's mum is unaware she has joined any membership clubs when I ask her (of course becasue If you knew you were a member why would you join again?). So I start trying to unravel the mess, cancel all the direct debits and get her name removed from the mailing lists.

She is already signed up to the Telephone Preference Service. This free service is designed to stop companies cold calling and make it difficult for them to pass customer details to third parties. The rules are enforceable by the Information Commissioner . The ICO is thankfully very powerful and controls the way organisations use and safeguard our personal data. This is especially important to protect us from fraudsters. They can fine companies who break the law up to £500,000.

I email Andy Huggins the CEO of Rocket Marketing Group (Brighton). The Operations Manager Bill Emery responds the same day by phone. He agrees to refund all monies debited from 2016 and 2017 on the basis that my partner's mum was unable to give meaningful consent to any of the sales or use of her data. 

He apologises that they sold her 2 overlapping memberships for the Easylife Rewards Club. He cannot explain how this has happened, but agrees it is possible and could have happened to other customers. They will refund £202.69 and confirm in writing that they have cancelled all recurring direct debits for Easylife Rewards Club, the Discover Britain Card membership, the 241 Hotel Card membership and The Gourmet Society. They will remover her details from all mailing lists. 

I also email Greg Caplan CEO of Easylife Group. The Easylife Group in London has had 4 complaints about misleading ads upheld by the Adertising Standards Authorty 1 in 2013, 2 in 2014, 1 in 2015 and 15 complaints informally resolved. I don't hear anything immediately but in my complaint I referred specifically to the poor quality of a product my partner's mum purchased. Early the next morning they phoned to offer her some more. She said no, and hung up. Maybe this call was related to my complaint, maybe they were hoping she would want to buy a fresh supply - I've explained that she shouldn't talk to anyone calling themselves Easylife as they have taken a lot of money from her bank account. 

I had a very helpful online chat with the Information Commissioner (ICO). They have the authority to investigate companies that break Data Protection law. That includes passing on data, calling people who are registered with the Telephone Preference Service (TPS) and gaining meaningful specific consent 'a positive expression of choice'.

The Information Commissioner may take a different view on whether a positive expression of choice has been made by the customer during these phone calls. They may also have concerns about the legality of passing personal data of customers registered with the Telephone Preference Service to third parties (Easylife Group to Rocket to the Gourmet Society for instance) They may also have concerns about the ongoing agreement to continue membership year after year.

It's difficult to imagine how Rocket Marketing Group can be confident meaningful consent has been gained for an ongoing annual membership of the Easylife Rewards Club when the 'free trial' was sold by another company. Meaningful consent certainly wasn't obtained in the case of my partner's mum. Yes Rocket refunded immediately - but only when we noticed what was going on. Also it should have robust data management policy to ensure customers are not enrolled and charged twice for the same club. They locate customers by postcode and name so this should be a no brainer.

The Direct Marketing Commission also has 5 key principles by which members should operate to treat customers honestly, fairly, openly and with transparency to protect the good image of the direct marketing industry. They can uphold complaints, and refer wrong-doers to the regulatory authorities but they cannot issue fines. Rocket Marketing Group is not a member. 

If you, or someone you care about has been caught out by Easylife Rewards Club or any of the membership clubs operated by Rocket Marketing Group (Brighton)

  • Phone Easylife Rewards Club customer service line 03448 809 200 and explain what has happened. Ask them what records they have for you, and all the items they have ever sold you. If you are unhappy with this ask for a refund, ask them to stop all direct debits and remove your details from their data base.
  • If you remain unhappy with the response ask for a senior manager to phone you back. They will agree to this.
  • If your complaint is about another club or loyalty scheme operated or sold by Rocket Marketing Group complain to CEO andy.huggins@rocketmarketinggroup.com
Easylife Group Limited (London) operate the catalogue sales for goods. They have a satisfaction guarantee on their website. If you have a problem with the goods they have sold or wish them to remove your data from their lists:

  • Phone them on 0303 031 0777 and explain what has happened. 
  • If you want to ensure they do not pass your data to other companies ask them to remove your details from third party marketing consent.
  • If your are offered a 'free trial' to any membership club ensure you understand all the details of the agreement and how to cancel it. If you have any doubts - no matter how tempted you are - let the offer pass. 
After you've taken the above steps if you remain unhappy you can complain to:



1 comment:

Anonymous said...

Rocket Marketing have been expelled from DMA due to ongoing compliance failure