ComplaintsforW SkinCare
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Complaint Details
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Initial Complaint
21/12/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a facial device (***** *) from W Skincare clinic during the pandemic, I used it, it BURNED my face. I phoned the clinic and told them what happened. The man that answered the phone told me to bring it back in for a refund. I told him I lived out of province, he said it didn't matter and I could bring it back when I was next in town. I went to ********* in October 2023 with my device and ORIGINAL bill. The told me I was outside of the one year warranty and there was nothing she was willing to do, despite telling me the opposite information on the phone. She ***** my ******************************************************* place, then when given the opportunity to rectify the situation, she refused.Business response
16/01/2024
To Whom It May ********
Ms/***************** purchased a ***** H PRO from W SkinCare on May 13, 2021.
Ms/***************** received her purchase on May 17, 2021. That day, she emailed W SkinCare for a PST refund because she is an ******* resident. A refund for $36.40 was promptly returned to her credit card on May 18, 2021.
Ms/***************** emailed W SkinCare on May 18, 2021 stating, *** ***** * **** ***** ** *** *** *** ***** **** *** ** **** ** *** *** ********* *** ***** *** ****** ************ ********* * ******* ******
A response was given on May 19, 2021, *** ****** *** ***** ******* ** ** **** ******* ***** ************* ********** ***** *** **** ** ******** *** **** **** *** ** ***** *****
Ms/***************** replied on May 19, 2021, *** ***** ** **** ** *** ** ** **** *** *** ****** *** **** ** **********
Another email response was given on May 19, 2021, '** *** ******** ** ********* *** ***** ** *** ********* ** ****** ***** ** ** *** ** *** ** ***** *********** *** **** * ***** **** ** **** *** ********** **** ** **** ****** ******** *** ************ **** ** ** *** ****** ** ***** ***** ****** ** ******** *** ***** ** **** *** **** * ****** **** ***** ****** ***** ***** **** * **** ****** *** ** ****** ***** ** ** ********* ***** ****** *** ** **** ******* ** ** *** **** ** * **** ** ****** ********* ********* *** ****** ** *** ***** **** *** ***** ****** **** **** ***** ** *** ** *** ** **** ***** **** **** ******** ** *** *** ******** ** ****** **** **** *** **** * ***** **** **** *** *** *** *** **** *** ** **** *** **** ****** *** ****** ********** ******** ******* *** *** ***** **** **** ***** * **** **** ****** **** ** *** *** **** ****** ** *** ********* *** *** ****** ******** *****
Another email response was sent to Ms/***************** on May 21, 2021, ' ** ****** ***** *** ***** *** **** ******** ** *** ***** * *** ******** ****** ** ***** **** *** *** ******** ** ** **** ** ** *** ** **** ***** ******** ** *** ******** **** ** *** ********* **** **** ** *** ********* ***** * **** **** ******* **** ** ****** ***** **** ****** *** ********* ******** ***** ** *********** **** ******* *** *** **** ** **** **** ** ******** ******* **** *** ***** ****** *** *** ******** ** ***** ******* *** ***** ****** ******* **** ** *** ** *** ******* ** ********* ** ***** *** **** ******* **** **** *** *** ***** * ********* ** ***** *********** *** *** ******** *** ****** ****** ***** ** **** *** **** *** **** **** ***** ****** **** **** ** ******* ** ****** *** **** ******* ********* ** ********* ***** *** *** ************** ***** *** ** ************* ***** ** *** * ***** **** ** ****** ** *** ****** ***** ***** **** ****.'
TWENTY NINE MONTHS LATER...
On October 24, 2023 an internal email was sent from Bria to *******/****, 'Hi *******/**** This client came in for a refund for the device She has she spoke with someone (he) to return in 2021 Shes here now asking for a refund ******* told her to we will be in contact - *********************** ************'
An internal email from **** was sent to Bria/******* on October 24, 2023, referencing: i) the phone call with Ms./*****************; *** the company return policy; and i*** her red and blotchy face. '**** ** *** ***** ***** ** ***** *** *** ******* * ****** **** *** *** *** *** **** *** ******
ABOUT THE ***** H PRO
The ***** H PRO is a take-home facial esthetic device for personal use. The device is manufactured in Korea by a large, multi-national skincare company and has been sold in the thousands. Ms/********************* claim of the device burning her are not true (evidenced by her own email to W SkinCare). Then there's the very inconvenient fact that LEDs (like the one used in the ***** H PRO) simply cannot damage skin tissue let alone 'burn' it. In fact, the LED is so safe, that it shines in your eyes during use.
ABOUT THE WARRANTY
The ***** H PRO comes with a (1) year manufacturer's warranty. It is printed on the insert (mentioned above) and the box is affixed with a QR code for authenticity verification. The details of the (1) year manufacturer's warranty, as well as W SkinCare's policy therein, were posted directly at W SkinCares online shop (www.wskincare.com),repeated in all customer correspondence via phone/email, and repeated again in all W SkinCares newsletters as follows:
Q. Is there a warranty?
A. Yes. There is a (1) year manufacturers warranty offered from date of purchase for the ***** H ***.
Q. Can I return it if I dont like it?
A. No. The ***** H *** is classified as a personal esthetic device and due to the intimate nature of its use, cannot be returned. Exchange only per the manufacturer's warranty.ABOUT W SKINCARE RETURN POLICY
W SkinCare actually went above and beyond for all its customers by honoring the manufacturer's warranty DIRECTLY to any customer in North America for any ***** H PRO found to be defective within (1) year of purchase. Customers did not have to deal with the manufacturer. They simply had to return the device (in its original packaging) via post or drop it off at either the ********* or ******* location to receive a brand new device at no cost. Said policy was relayed directly to Ms/***************** in writing, online, and verbally in her phone conversation with **** in 2021 (or any staff member for that matter) because that was W SkinCare policy.
In summary, Ms/***************** is trolling the BBB while slandering my name and the name of my company with blatantly false lies that could easily justify legal recourse if published.
I would like to thank the BBB for allowing me the opportunity to respond.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.