ComplaintsforLux Lip Lab LLC

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the product ****** MICRO-NEEDLING + RADIO FREQUENCY for $3200, (https://www.luxliplab.com/product-page/zion7-micro-needling-radio-frequency). Lux Lip Lab LLC, the **********-based importer, told me the brand is Zion, but I found that it was an unbranded item from ***** upon receipt of the item. Similar unbranded items are sold at prices of $500-700 on **** and ******** Further, when I received it, the delicate machinery was in a box with no protection or padding, causing it to be dented in some areas.

  Business response

  08/03/2022

   This customer on 7/22/2022 just emailed us saying how much she LOVES the Zion machine that she is now disputing .
  
   She even says on JULY 22 (the same day she filed this complaint ) that she has referred us to her friends who also will be purchasing the machine because she loves it so much.

  The customers complaint is that she found a similar unbranded item from ***** for 500-700$ . 
  
  This very inaccurate as the product that she is referring to is not similar  to the one that we carry at all.
  
    Our Zion machine not only has the Microneedling feature but also has a cold polar feature (multiple heads for other treatments ) and a whole other portion of the machine to do that treatment as well.
  
   This is an upgrade from the one she is referring to that costs roughly 1400$  . 
  
  The low end 700$ product she is referring to does not even have the cold polar feature at all. It only has one single feature. 
  
  Customer also doesnt mention that this item that is very heavy and is approximately $250 per machine to ship to the USA.  Her $700 estimation doesnt include any shipping or duties to import .
  
   Customs duties are roughly $180 for each machine to import.  This brings our landed cost to approx $1830 per machine . 
  
  We also provide with our ZION 8 additional cartridges (68$) each. Also included is a cold polar gel
   ( $22) and a healing balm ($48) 
  
  NONE of the machines she is referring to includes any of these items that she received with her ZION not to mention customer service . She has had no problem emailing us at least ************************************************************************************************************************ concern that she may have and have helped her get her machine up and running .
  
  We also have paid to provide an English PDF translated to provide the customer complete instructions .    
  
  The cheap machines she mentioned are NOT the same machine, do not come with all of the additional accessories, do not come with help from customer service or English directions.
  
  Another factor is that she also fails to mention that the cheaper version is only $700 each of you order the minimum order quantity which is generally over 10 machines to get the cost to $700 each. If a person orders one single machine it would be astronomically more expensive.  You do not get a $700 price if you do not meet the order quantity . 
  Dont forget to add international shipping and duties  as well. 
  
  The customer then complains about the box with no padding which is a flat out lie. The machine is HEAVILY padded with triple high quality machine protective foam that is approx 3 inches thick on all sides . And is held in a metal carrying case for protection. We ship these machines to ****** and ***** and have never had one damaged because of the amazing protective case and foam packaging . See photo below of packaging. 
  The customer also refused to send photos of the dents she was referring to ? We do not replace dents in shipping boxes as they is what they are there for , to protect the product inside .
  
  The customer also claims to have paid full price $3200 for her machine which is a lie. We gave her $733.40 off and also refunded her $62 for shipping because **** dented her outside cardboard shipping box allegedly , although she never showed us any proof of that. 
  

  
  

  Customer response

  08/08/2022

  I am rejecting this response because:

   

  When I first got the machine from Lux Lip Lab, I was indeed very happy and I recommended it to my classmates... until my friend told me she got exact the same machine (with the microneedling feature and a cold polar feature) from ******* for $700, including 8 additional cartridges and free shipping. Thats when I began to feel I was ripped off. 
  
  Lux Lip Lab claimed that the machines brand is Zion, but I still would like to ****** that its an unbranded machine from *****. I dont see any Zion brand on the machine, and inside it only shows English and ******* lettering without any branding. 
  
  The instructions of the machine were also far too basic, so I had to email the sellers to understand how to use it, however, the seller only replied to a few of my concerns, so I kept asking the same questions to make sure I understood how to use it. 
  
  Beyond this, I was also promised a one-year warranty, but there was no such paperwork inside the box when it arrived.
  
  Here are some links on **** and ******* that sell the same machine, but for around $700. 
  
  https://www.walmart.com/ip/Microneedle-Fractional-RF-Machine-Cold-Hammer-Stretch-Mark-Remove-Acne-Cartridge/105241596?wmlspartner=wlpa&selectedSellerId=5705
  
  https://www.ebay.com/itm/185514055239?hash=item2b317fd647:g:ZswAAOSwPixi35JS
  
  https://www.ebay.com/itm/234420183798?hash=item36948822f6:g:BqQAAOSw9ftiCiy6
  
  https://www.ebay.com/itm/133986809873?hash=item1f323c7811:g:tMcAAOSwZe5h2Aaa
  
  https://www.ebay.com/itm/403402394362?hash=item5deca80afa:g:5wwAAOSwvsth29Yx
  
  https://www.ebay.com/itm/133943012671?hash=item1f2fa02d3f:g:jFIAAOSwXR1iKA2j

  
  

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