I ordered this companies product for a xmas present on 12/3/19 and on the website it said it included there premium package, but I never received it. I did order again because I thought it was a good concept and there was an advertisement on their website to buy the premium package and get the mate for free. So when i received this order, i did not see anything that explained how to get the premium package that was supposed to be included, so i figured i would call about both my orders. I was given the run around and couldn't get anything resolved. The one rep acted like she understood and sent me a link for the premium package, but when i clicked on it it automatically hit my paypal account again for an additional $29.99. I tried to get a refund, but they refuse to refund my money and just give me the run around about escalating it to a higher department and they will call me. I get an email stating that it was already explained to me and that i will not be receiving a call. They also told me that my invoice was for a mate not the premium package. I told them that this is not what i ordered and tried to explain to them what happened. I still got no where. I went on there sight to reenact the process and the way they get around this is after you place your order it requests your payment information and blurs out your order. Once you put in your payment information it says thanks or your order and you will receive a emailed invoice. When you get the invoice it is different then what you ordered. They are trying to sell theis premium package and the way they do it is underhanded.You cant even call this company. You have to go on a chat and request a scheduled call. I have done this several times and after they charged me the $29.99 the last time i chatted with them right away to ask for a refund and they just refuse to refund. I looked on the BBB site and it is full of complaints for this company. They are taking advantage of the consumer. I would like them to send me a call tag so I can send back there product and i want them to refund my money. Starting with the last charge of $29.99 on Jan 9th. I dont feel i should have to spend another cent with this company. They are using very shady and underhanded practices and it shouldnt be allowed, It is kinda hard to explain it all in detail this way, so if you need to call me please do.